THE ASSESSMENT OF CUSTOMER SATISFACTION BASED ON THE EFFECT OF SERVICE QUALITY OF PUBLIC TRANSPORT: (IN THE CASE OF BUS STATION AT GONDAR TOWN)

Abstract

Transportation has a great effect on every human being’s life, so the surrounding public has a vital interest in a good transportation system for their comfortable life. An increase in population generates increasing in travel demand that influences public transport users’ satisfaction. Nowadays, our country deals with explosive growth in vehicle ownership and utilization but face a large number of travel demand and problems. The main purpose of this study is to assess customer satisfaction based on the service quality of public transport at Gondar town bus station to provide alternative recommendations on the implementations of customer satisfaction in public transport service quality in Gondar town. Descriptive and explanatory research designs were employed to carry out this study. The primary source of data was 258 selected from an infinite passenger. While distributing 258 questioners, 223 questionnaires were returned. But, due to 29 incomplete questionnaires, the research was done based on 194 questionnaires. The total distributed and collected questionnaire was 86.4% of the total distributed questionnaire. The data were analyzed using Descriptive and Inferential statistics (Correlation analysis and multiple regressions). SPSS V20 tools were used to analyze the gathered data. The result of the findings of the study indicates that employees’ service quality dimensions tangibility and reliability have a highly significant positive effect and Responsiveness has a positive relationship but no significant effect and empathy have a positive relationship but negative effect on customer satisfaction of the bus station. Therefore, it is recommended that Staffs attire is neat and smart, bus companies has` spacious seats for passengers on board, and buses are well maintained and neat, the bus always arrives on time, there is a scheduled timetable for buses.