PROJECT TOPIC: FACTORS INFLUENCING CUSTOMERS SATISFACTION IN ABC TRANSPORT
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- Department: Business administration
- Study Level: Undergraduate
- Number of Chapters: 5
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TABLE OF CONTENTS
CHAPTER ONE: Introduction
- Background of the study
1.2 Statement of the problem
1.3 Objectives/purpose of the study
1.4 Research question/hypothesis
1.5 Significant of the study
1.6 Scope of the study
1.7 Limitation of the study
1.8 Definition of special terms
CHAPTER TWO: Review of the Related Literature
2.1 Theoretical framework
2.2 Historical background
2.3 Current literature on theories postulated above
CHAPTER THREE: Research Design and Methodology
3.1 Research design
3.2 Sources of data
3.2.1 Primary source of data
3.2.2 Secondary source of data
3.3 The population of the study
3.4 Determination of sample size
3.5 Methods of data collection
- Questionnaire design, distribution and
collection of responses
3.6 Methods of data presentation and analysis
CHAPTER FOUR: Data Presentation and Analysis
CHAPTER FIVE: Summary of Findings, Recommendation Conclusion
5.1 Summary of findings
Road Transportation was viewed by the researcher as a sine qua non in the economy whether developed or developing. Road transportation is seen as the engine of an economy. It links producers, suppliers, consumers and commuters. But poor, ineffective and inefficient road transportation system have crippled development and the collapse of many economic and social activities which have resulted in dissatisfaction among the customers in the industry. This is characterized by poor management that has resulted in the loss of life and property including damages worth unquantifiable amount of money. The researcher used primary and secondary sources and methods of data collection in the study. The researcher presented the data in tables and used simple percentages to analyze the data obtained. The findings of the research among others were that road transportation is very essential for the movement of goods and people. Inefficient roads all over the country make commuters uncomfortable. Lack of maintenance culture by drivers always result in breaking down of vehicles and poor services rendered to customers causes dissatisfaction. The researcher recommended that good roads must be put in place to address the situation. Regular maintenance of vehicles and roads and provision of quality customer services that will satisfy the commuters who constantly use the roads and vehicles for their economic activities. Drivers who operate vehicles through the use of road can be improved by;
1. Regular workshop for them on the use of roads.
2. Motivational provision such as allowances for accident free driving in a period of time
3. Other allowances for vehicle maintenance, provision of uniform and bonuses especially during feast days like Christmas are also recommended as incentives and motivational tools.
4. Prefencial system of payment..
1.1 Background to the Study
In recent years many people around the cities prefer to drive their own vehicles which cause congestion in the city. Due to increasing of travel demand and preferences in using private vehicle is causing rapid motorization in many countries around the world. Most people are now highly dependent on private motorize travel (Ellaway et al. 2003). This phenomenon was caused because of attractiveness of car and people love to drive (Beirão & Sarsfield Cabral 2007). An increased private motorization has resulted in an increased traffic congestion which in turn result in longer travel times for many people (Beirão & Sarsfield Cabral (2007)) In addition to congestion, private motorization is also affecting the safety of vulnerable road users (Kodukula 2009), high consumption of non-renewable resource (Aßmann & Sieber 2005), and causes serious threat to the quality of human environments (Goodwin 1996; Greene & Wegener 1997). In order to prevent more problems caused by this increase in motorization it is highly recommended by many researchers as well as public decision makers to provide an attractive public transport service as an alternative transport mode in many cities/towns. Public transport has become part of a solution for sustainable transport in the future. However, in order to keep and attract more passengers, public transport must to have high service quality to satisfy and fulfill more wide range of different customer’s needs (Oliver 1980; Anable 2005). It is important to summarize knowledge about what drives customer satisfaction and dissatisfaction in public transport area to design an attractive and marketable transport.
Zamazalová (2009) viewed that a high consumer satisfaction rate contributes significantly to consumer loyalty to the service provider, service providers should try to achieve the maximum user satisfaction with services, products or purchases. According to Shiau & Luo (2012) consumer satisfaction helps companies to establish long-term relationships with consumers. Also the success of a public transport system depends on the number of passengers which the system is able to attract and retain. Therefore the quality of an offered services becomes the issue of maximum importance (de Oña, de Oña, Eboli & Mazzulla, 2013)
If the service quality is measured from the customers´ perspective, the most important is the passengers´ perceptions about the each factor characterizing the service. However it is not only important to know the perceptions about the factors of quality, but the most important is to identify which factors have the highest influence on the global assessment of the service and which factors have the lowest influence on it. Nowadays asking customers to express their opinions about the importance of each service attribute is frequently used, but it can lead to the erroneous estimation, because some factors can be rated as important even though they have little influence on the overall satisfaction, or they are important only in one of the moments of the assessment (before or after thinking) (de Oña, de Oña, & Calvo, 2012; de Oña, de Oña, Eboli & Mazzulla, 2013). Therefore it is recommended to use one of the derived methods, which determine the importance of the factors by statistically testing the strength of the relation of the individual factors with the overall satisfaction (Weinstein, 2000).
1.2 Statement of the Problem
Urban public transport industry is one of the service sectors, which contributed much to the economy of the country and also plays important role of reducing unemployment problem in Nigeria. A principal function of urban public transport industry should be organized around to satisfy the clients. When the passengers are satisfied, then the public services are credited with proving effective service opportunities. Like many state in the developing countries, Lagos state experiences a poor public transport system. The dominant mode of public transport system in is bus transport; popularly known as Danfo. The existing public transport system is characterized road accidents, inadequate road infrastructure, poor vehicle condition, poor infrastructure for non-motorized modes, low bus fares insufficient to cover operating cost, poor customer service which leads to poor customer satisfaction in the public transportation business in Nigeria, it is however a problem for most private transportation business such as the ABC transport, even with all the amenities put in place by the organization, they could not still meet up with total satisfaction for their consumers, therefore this research intends to investigates the factors that influence customer satisfaction in ABC transport.
1.3 OBJECTIVES OF THE STUDY
The over all objective of this research is to investigate the impact of road transportation management that will yield satisfaction to customers.
The specific objectives include:
To explore the operation of road transportation management in Nigeria as regard to ABC Transport.
To identify the problems of road transportation management in Nigeria
To determine the contribution obtained from effective road transportation management in Nigeria.
To identify the impact of road transportation management on the Nigerian economy
To make useful recommendation to road transportation management in Nigeria.
1.4 RESEARCH QUESTIONS
- Does road transportation management play any important role in the movement of goods and services?
Are commuters satisfied when there is breakdown of vehicle on the high way?
Are commuters satisfied when they do not reach their destination as scheduled?
Are commuters satisfied when driver is at high speed limit?
Does ABC Transportation company have adequate modern technology and infrastructure to the satisfaction of customer?
1.5 SIGNIFICANCE OF THE STUDY
This study will be useful to many sectors of the economy, as little research has been done on this area. Thus road transport companies, ministry of works, transport, and academic will benefit immensely from this study.
Also, the commuters, manufacturing companies and businessmen especially the middlemen will equally benefit from the study.
1.6 SCOPE OF THE STUDY
This research work covers the road transportation system in Nigeria with special focus to ABC Transport, their functions operationalization, problems and government policies to regulate this industry as to deliver maximum satisfaction to the public.
1.7 LIMITATION OF THE STUDY
The researcher faced some limitation during the course of this research. Some branches or ABC Transport companies were unwillingly to supply the needed information due to the confidential and sensitive of the data. Thus research work have to source for the available data.
Time and financial factor were also the major factors as the timeframe to submit the project was too short for an extensive research. Lack of adequate finance to fund the researcher as to visit many places was another major setback.
1.8 DEFINITION OF TERMS
MOT: Ministry of Transport
VIO: Vehicle Inspector Officer
FSLC: First School Leaving Certificate
WEAC: West African Examination Council
NCE: National Certificate of Education
OND: Ordinary National Diploma
BSc: Bachelor of Science
HND: Higher National Diploma
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myProject.ng (2022). Factors influencing customers satisfaction in abc transport. myProject.ng: retrieved December 7, 2022, from https://myproject.ng/business-administration/factors-influencing-customers-satisfaction-in-abc-transport/index.html
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Accessed 7, December, 2022
myProject.ng. "Factors influencing customers satisfaction in abc transport" , 7, December, 2022. Web. 7 December, 2022. https://myproject.ng/business-administration/factors-influencing-customers-satisfaction-in-abc-transport/index.html .
myProject.ng, . "Factors influencing customers satisfaction in abc transport" (2022). Accessed 7, December, 2022. https://myproject.ng/business-administration/factors-influencing-customers-satisfaction-in-abc-transport/index.html .;
myProject.ng (2022), . Factors influencing customers satisfaction in abc transport [Online] myProject.ng (2018). Available at: https://myproject.ng/business-administration/factors-influencing-customers-satisfaction-in-abc-transport/index.html . ( Accessed 7, December, 2022 ).