The Influence of Service Quality on Customer Satisfaction in Intercity Public Transportation: A Case of a Alsaedy High Class Bus Service

Nkyami, Reverent T. (2016) The Influence of Service Quality on Customer Satisfaction in Intercity Public Transportation: A Case of a Alsaedy High Class Bus Service. Masters thesis, The Open University of Tanzania.

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Abstract

The main objective of the study was to determine the influence of service quality on customer satisfaction in Alsaedy High class bus services which operates between Dar es salaam and Morogoro. The service quality gap was established using SERVQUAL model by comparing expectations with actual perception of services. Correlation analysis was used to establish the relationship between service quality and customer satisfaction while Regression analysis was used to determine the most important service quality dimensions in public transport service. A sample size of 196 regular passengers was used in the study. The findings revealed a high figure of service quality gap in “Reliability” followed by “Empathy” and “Tangible” while low figure of service quality gap was revealed in “Responsiveness” and “Assurance”. Correlation analysis revealed that customer satisfaction is positively related to all quality dimension (Tangible, Responsiveness, Reliability, Empathy and Assurance); and the results are significant. Regression analysis indicated that “Responsiveness” and “Assurance” proved to have significant effect on Customer Satisfaction while Reliability, Tangibility and Empathy did not have significant effect on Customer Satisfaction. Key words – SERVQUAL, Service quality and customer satisfaction.

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