Determinants of Passengers Satisfaction in the Public Transport Services: The Case of Dawuro Zone Bus Station, Southern Ethiopia

Abstract

Transport contributes greater share to the country’s economic development. But the supply of transport services in Ethiopia in general and Dawuro in particular not satisfied the need of passengers. Therefore, the main objective of this study aimed to determinants that affecting passenger’s satisfaction in public transport services the case of Dawuro bus station. Both quantitative and qualitative data types were used. The data were collected from 385 sample passengers through interview and group discussions by using questionnaires and checklists. This was supplemented by secondary data collected from different published and unpublished sources. Convenience sampling technique was employed. The data was analyzed by using descriptive statistics such as mean, percentages and standard deviation presented by using charts and tables. Correlation was also used to test the strength of the relationship between the two variables. From the econometrics analysis multiple linear regression and analysis of variance employed to test the hypothesis. Among the variables included in the model, services provided, fare system, accessibility, transport comfort, scheduled timings, availability facilities; terminal environment were significantly influence in public transport services. With respect to the problems that face passengers using public transport services steepness of the road, highest number of passengers or over load, attitudes of the drivers and bus owners were major problems in public transport service. Based on the research findings, recommendations are given to Dawuro Bus station in the last chapter

Keywords: Satisfaction, Public transport service and Passengers

DOI: 10.7176/PPAR/9-11-02

Publication date: November 30^th 2019