Abstract:
The Study focuses on assessment of factors influencing customer’s satisfaction in public
transport in Jimma zone. It was conducted in two categories that is on service providers and
customers. The main objective of the study was to assess passenger-conductor interaction vis -
a-vis service quality of public transport sector in Jimma Zone. The research methodology was
designed to collect data from 200 respondents where by using different research tools including
questionnaires, interview and observation. The data collected using the questionnaire were
analyzed using statistical tools such as mean and frequency analysis. Service delivery of the
organization was evaluated by using service quality dimensions designed. The results of this
evaluation indicate that, almost in all dimensions of service quality the organization service
provision rated as poor and customers are not satisfied except some factors within the
dimensions. Generally, the finding of this study indicates that customers were not satisfied by
overall service provision of the organization and the service quality declined. Based on the
findings of the study, the researcher forwards some recommendations like maintaining effective
complaint handling, empowering employees to serve their customers in proper way, handling of
pregnancy women, disables and sick people are carefully handled and avoid bad languages to
customers. Passengers should pay fare accordingly, and conductors avoid abusing language,
intervene in coordinating the public transport operation in order to provide efficient services to
the public, External communication made to customers should be realistic to customers a
realistic picture of the service, challenges and factors which influencing customers’ satisfaction
in public transport to the community are resolved and remain safe, affordable and vital to the
community in public transportation for customers’ satisfaction, have made organizational
communication increasingly important to overall organizational functioning and others which
help to improve the organization service delivery performance
