“Effects of Service Quality on Customer Satisfaction in Public Transport in Tanzania: A Case of Dar es Salaam Bus Rapid Transit (Brt)

Njau, Happiness P. (2020) “Effects of Service Quality on Customer Satisfaction in Public Transport in Tanzania: A Case of Dar es Salaam Bus Rapid Transit (Brt). Masters thesis, The Open University of Tanzania.

PDF Download (765kB)

Abstract

This study was conducted to assess effects of service quality on customer satisfaction in public transport. The specific objectives were to examine effects of tangibility on customer satisfaction at BRT, to examine effects of reliability on customer satisfaction at BRT, to examine effects of responsiveness on customer satisfaction at BRT, to examine effects of assurance on customer satisfaction at BRT and to examine effects of empathy on customer satisfaction at BRT. The study used case study design whereas simple random sampling technique was used to select 100 respondents. Primary data and secondary were used while data were analyzed using correlation and multiple regression analysis. The study findings indicate that, five predicting variables four of them which are reliability, assurance, responsiveness and empathy are positive and insignificant statistically on customer satisfaction as the dependent variable whereas p>0.05. Despite that, tangibility in the same manner is being found positive and significant statistically on customer satisfaction whereas p<0.05. This justifies that service quality in bus rapid transit (BRT) is highly poor and insufficient since four aspects are insignificant out of five with one significant with exceptions. The study concludes that it is the reality that bus rapid transit (BRT) in Tanzania is highly problematic and poor since service quality provision is deemed ineffective because among five attributes of service quality have all been found positive but statistically insignificant on customer satisfaction. The study recommends that, since the fact on bus rapid transit (BRT) on service quality provision in Tanzania is poor and extremely worse, the study recommends that if the situation allows the monopoly of one company for the service provision must be eradicated

Actions (login required)

View Item