Assessment of Service Quality and Customer Satisfaction in Private Minbus Transports: In the Case of Western Part of South Wollo Zone Some Selected Districts

Abstract

The aim of this research was to assess the service quality of minibus transport and customer satisfaction in Southern part of South Wollo in some selected districts. The questionnaire was adopted and modified from the past studies. The questionnaires were administered to passengers of four districts.  Convenience sampling was used for this research. A total of 221 returned questionnaires was analyzed by using descriptive statistics, correlation and multiple regression analysis to test for the impact of service quality on customer satisfaction. The results showed that assurance β 0.951, produced the greatest influence on customer satisfaction followed by reliability 0.681. Empathy β 0.041 has the lowest positive and insignificant impact on customer satisfaction.  This study indicates that service quality is important because it can lead to increased customer satisfaction. The results imply that private Minibus transport service provider should improve service quality provision to increase customer satisfaction.

Keywords: Service, quality, customer satisfaction, passenger, SERVQUAL, SERVPERF

DOI: 10.7176/EJBM/12-13-01

Publication date:May 31^st 2020