An assessment of passenger-conductor interaction vis -a-vis service quality of the public transport sector in jimma zone

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