SERVICE delivery AND CUSTOMER satisfaction IN TRANSPORT business
SERVICE DELIVERY AND CUSTOMER SATISFACTION IN TRANSPORT BUSINESS
This study aims to investigate the nature of service delivery and customer satisfaction in transportation enterprises. The goal of this study is to determine passengers' evaluation of service delivery by transport enterprises and the amount of satisfaction received from patronising them.
To get the essential information for this study, both primary and secondary data were employed. Primary data were obtained through a field survey using a questionnaire as the data collection tool. 90 questionnaires were distributed to respondents, which were then retrieved and used.
The data acquired during the fieldwork were analysed using the chi-square approach and simple percentages. Secondary data was primarily derived from the library, the internet, and FRSC. The main findings were that passengers are generally satisfied with the quality of service provided by transportation firms.
The survey also demonstrates that there are variations between the services given by commercial and public transport firms, with private companies perceived to be more consumer-oriented. Based on the findings,
it is recommended that transportation businesses pay particular attention to drivers, who are regarded as the queue people who perform the main service of transporting passengers to their various destinations.
1.1 Background for the Study
People have been going from one location to another in order to carry out their everyday tasks since ancient times. This simply refers to transportation, and the importance of the transportation industry in any country's economic structure cannot be overstated.
The provision of quality service to customers (passengers) is undeniably one of the most crucial and critical issues in the transportation sector.
Transportation, defined as an activity that allows commodities and people to move from one location to another, hence producing place utility, is classified as a service in the economy.
A service is defined as an intangible benefit offered to an individual, business, or government establishment of activity, or the supply of a physical facility, product, or activity for another's use (Inegbenebor, 2008).
The service sector encompasses a wide variety of sectors. The government provides a wide range of services in most countries, including Nigeria. These services include education, health, legal, military, and social, as well as transportation and information services.
Profit-oriented businesses in the private sector include transportation, banking, insurance, and solicitors, among others.
Managing services raises unique problems. These emerge from the features of most services, the intangibility of offering, the inseparability of production and consuming, the difficulty of reaching standardisation, and the perishability of the service.
Such a feature prioritises three management concerns that are not typically central to marketing. These are quality and control issues related to operational productivity and human resource management.
Most transport businesses appear to have a narrow focus on providing quality. Service and crowning clients as “number one” is only important when there is a demand for a high market share or increased consumer traffic.
Their traditional way of thinking holds that passengers will always be present. These viewpoints frequently neglect the reality that consumers' demands, needs, and satisfaction should be considered, and that the organization's focus should be on the customers.
The study of customer satisfaction in connection to transportation enterprises is based on the belief that consumers (passengers) in any service system are the only true judges of the service's value. In many circumstances, it is easier to contact business operators in quantitative terms rather than qualitative words.
The fact that measuring service delivery is complex does not mean that it cannot be accomplished. In line with the aforesaid, the purpose of this research is to assess passengers' satisfaction with various services provided by transportation service providers.
1.2 Statement of the Problem
Over the years, passengers in transport industries have complained about the quality of service they receive from their respective providers. As a result, this researcher will investigate and analyse the quality of services provided and the satisfaction received by passengers.
1.3 Research questions.
Given the foregoing, it is reasonable to expect replies to the following question.
(1) To what extent have transportation enterprises satisfied their clients (passengers)?
(2) Is there a major difference between the services offered by private transport companies and their governmental counterparts?
(3) What level of rapport exists between passengers and service providers?
1.4 Objectives of the Study
The primary goal of this research is to determine how passengers rate the service delivery of transportation organisations and how satisfied they are with their experiences.
(1) This survey aims to assess passenger satisfaction with transport service providers.
(2) Determine whether there are differences between the services supplied by private transport providers and their governmental counterparts.
(3) Determine the level of the pleasant interaction between customers and service providers.
(4) Determine passengers' complaints and how they are addressed;
(5) Investigate how passengers seek redress in the event of service failure.
1.5 Statement of hypothesis
To address this problem, the following research hypotheses will drive the research process:
(1) There is no major difference in the services offered by commercial transport companies and their governmental counterparts.
(2) Customers are not always satisfied with the kind of services provided by transport companies.
(3) There are no amicable relationships between passengers and service providers.
1.6 Scope of the Study
This study's scope is limited to service delivery and customer satisfaction in Nigerian transport enterprises, with some selected commercial and public transport service providers in delta state serving as case studies. This research focuses on road transport, namely the bus transit system.
1.7 Significance of the Study
The study is relevant because it will allow transportation business managers to determine how attentive they are to their consumers' wants and, as a result, how effectively they are executing their marketing strategy. Also, planners and executors of vital services, whether transportation-related or not,
will benefit from this study as a good guide to consumer satisfaction. Above all, the study is a further attempt to apply the marketing idea to the Nigerian scenario, and so contributes to the ongoing academic debate in this field of marketing services.
1.8 Limitations of the study
As expected, any study will have some limitations. The limitations of this study stem from the following areas: The tiny sample size is owing to the fact that, while the study is intended to include all organisations in the transportation industry in Nigeria, only a few of these organisations in Delta State were studied.
certain respondents (passengers) refused to fill out and complete the questionnaire that was given to them, and the level of the questionnaire looked to be too high for certain respondents, particularly those who were uneducated.
1.9 Operational Definitions of Terms
The keywords utilised in this study will be defined so that any interested reader who does not have extensive understanding of the field of rendering services can understand them as easily as feasible.
Service: intangible advantages supplied to individuals, corporations, government agencies, and other organisations through the performance of various activities.
Intangibles are things of value that do not exist physically. And is most commonly used in business.
Inseparable: things that are always together and extremely amicable. People that are inseparable spend all of their time together and are extremely amicable.
Transportation is a method of moving from one location to another to carry out operations.
Individuals and organisations who provide services to those in need are referred to as service providers.