SERVICE QUALITY AND CUSTOMER SATISFACTION IN TRANSPORTATION INDUSTRY

ABSTRACT

The focus of this research was to examine service quality and customer satisfaction within the transportation sector. Specifically, it sought to determine how factors such as service reliability, responsiveness, tangibility, assurance and empathy influence customer satisfaction in this field. The study also aimed at identifying potential solutions for improving overall customer experience. A survey research design was utilized in this study, targeting a population of 376 transportation companies located in Edo State. To gather data, questionnaires were distributed to customers of leading transportation firms within the area. Prior to use, the instrument underwent validation by both the research supervisor and additional faculty members from the Business Administration Department. Mean scores, standard deviations, percentages as well as regression and Pearson correlation analysis methods were employed for analyzing hypotheses and research questions pertinent to this investigation. The study found that in the transportation industry, service reliability, responsiveness, tangibility, assurance and empathy significantly impacted customers' satisfaction (P<0.05). Service assurance was identified as the most crucial factor for customer satisfaction (0.233), followed by service tangibility (0.225), service responsiveness (0.220), service reliability( 0.189) and finally ,service empathy( 0136). As a result of these findings it is recommended that modern buses are used to transport passengers along with improving bus stations infrastructure.The companies should employ competent staff who fully comprehend all regulations while clearly communicating safety procedures.This will contribute towards creating a positive reputation regarding passenger safety protocols at all times .