Analysis of the Quality Service Dimensions and Passengers Satisfaction with Public Transport Services in Tanzania.

Daudi, Denis N. (2020) Analysis of the Quality Service Dimensions and Passengers Satisfaction with Public Transport Services in Tanzania. Masters thesis, The Open University of Tanzania.

PDF - Submitted Version Available under License Creative Commons Attribution. Download (1MB)

Abstract

The main objective of this study was to analyze the service quality dimensions and passenger's satisfaction with public transport services in Tanzania. More specifically, the study intended to analyze the relationship between reliability, responsiveness, assurance, empathy and tangibles, and customer satisfaction. The survey study covered 90 passengers who responded to the questionnaire. Non-probability convenience sampling was used to obtain the respondents of the study. Data were analyzed by SPSS using Pearson correlation analysis and chi-square test. The major finding from the study is that among other factors, perceived service quality is the influential factor in determining customer satisfaction in the service industry. The tangibility dimension indicated that there is a weak positive relationship between tangibility and customer satisfaction which means that passengers are slightly satisfied with the general appearance of public transport. In the reliability dimension of public transport services quality, the results indicated that there is a strong positive relationship between reliability and customer satisfaction. The relationship between responsiveness and customer satisfaction indicated that there is a strong positive relationship between them. The relationship between assurance and customers’ satisfaction showed that there is a high positive relationship. Also, empathy and customer satisfaction results indicate that there is a strong positive and significant relationship between the two variables. The study recommended that public transport service providers should make regular improvements in service quality dimensions to maintain service quality in their operations. Keywords: Assurance, Responsiveness Reliability, Tangibles.

Actions (login required)

View Item