The Influence of Customer Care on Customer Satisfaction in Daladala Transportation Services in Zanzibar Town.

Mussa, Mussa Rajab (2022) The Influence of Customer Care on Customer Satisfaction in Daladala Transportation Services in Zanzibar Town. Masters thesis, The Open University of Tanzania.

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Abstract

The main objective this study was to assess the influence of customer care on customer satisfaction in Daladala transportation services, to study different factors which affect customer satisfaction in Daladala transportation services, to analyze the extent to which customer care influence customer satisfaction and to suggest ways of satisfying customer needs. The scientific methodology in collecting and processing data employed under a case study research design; while the study area was Urban District. Data collected from questionnaires and interviews were processed through SPSS and excel. The findings showed that the main influences of customer care in Daladala transportation services were Improper bus stops, overcrowding, dirty wearing of drivers and conductors, misfollows of rules and regulations, bad word of mouth of conductors, few number of busses in a root, poor bus condition, and the frequent stops by the traffic police. The study also analyzed the extent to which customer care influence customer satisfaction in Daladala transportation services in levels wise as that; Level 1 was for the very much satisfied (over satisfied) customers which were 2%, level 2 were just satisfied which were 7%, level 3 were little satisfied which were 18% and the last level of not satisfied which were 73%. Respondents also suggested ways of solving the problem as; proper use of bus stop centers, imparting of knowledge to drivers and conductors, use of proper carrying capacity, adhering with rules and regulations, cleanliness, misuse of bad words, to increase number of busses in ill roots, the use of qualified buses, Government enforcement of law and regulations, Minimizing the harassments of traffic police and the illegal increase of bus fare. Keywords: Customer Care, Customer Satisfaction and Transportation Service

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