Factors Influencing Customer’s Satisfaction in Urban Public Transport in Tanzania, “A Case Study of Public Transport in Kigoma-Ujiji Urban

Kundi, Andrew Morris (2013) Factors Influencing Customer’s Satisfaction in Urban Public Transport in Tanzania, “A Case Study of Public Transport in Kigoma-Ujiji Urban. Masters thesis, The Open University of Tanzania.

Preview

PDF Download (813kB) | Preview

Abstract

Study focus on assessment of factors influencing customer’s satisfaction in urban public transport in Kigoma-Ujiji municipal, Tanzania. The study was conducted in four categories (drivers, conductors, passengers and students and KIBOA staff) within Kigoma-Ujiji municipal. The main objective of the study was to assess factors influencing customer’s satisfaction in urban public transport in Tanzania; particularly in the Kigoma-Ujiji municipal in Kigoma Region. The research methodology was designed to collect data from 126 respondents where by using different research tools including questionnaires, interview and observation. Collected data from study was analyzed by using SPSS software 16.0 versions. The research findings shows that price setting is determined by number of public vehicle available, number of route scheduled, number of passengers available for each route, maintenance expenses of the vehicles and running costs in terms of fuel and labour. The prevailing of these factors enables customers to be charged reasonable prices and being satisfied. Those factors identified stabilized public transport and being vital to their daily usage as a public transport in Kigoma Ujiji – Municipal and other rest of cities/towns within the country. Therefore, it is recommended that management required to make sure that number of public vehicle required are available, number of routes are properly scheduled, number of passengers for each route is known, and maintenance expenses of vehicles are minimized as well as running costs in terms of fuel and labour, handling of pregnancy women, disables and sick people are carefully handled and avoid bad languages to customers. Passengers should pay fare accordingly, and avoid abusing language, habit of smoking and over drinking while travelling.

Actions (login required)

View Item