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The main purpose of this study was to identify factors influencing customers’ satisfaction in urban public buses. Plying Makumbusho bus stand. Four specific objectives guided the study, namely to assess how service reliability of public buses influence customer satisfaction, to examine how tangibility of physical facilities influence customer satisfaction in public buses.to examine the quality assurance on service provided by public busses to passengers and to find out how responsiveness of public bus drivers and conductors influence customer satisfaction
The study was conducted at Makumbusho bus stand and employed case study design. The data collection methods were interview and questionnaires. Qualitative data were analysed using content analysis and quantitative data were analysed using descriptive statistics with the aid of statistical Packages for Social Science (SPSS).
Findings revealed that there are various factors influencing customer satisfaction in urban public buses Plying at Makumbusho bus stand. Such factors are, tangibility, assurance, reliability and responsiveness. However, to a large extent, these factors determine customer satisfaction when they are met. Those factors identified stabilized public transport and being vital to their daily usage as a public transport in Makumbusho and rest of cities/towns within the Dar es Salaam.
The study concludes that, there are various factor affecting customer satisfaction in urban public bus transport. Moreover, to the large extent, these factors positively affect public bus commuters at Makumbusho bus stand.
The study recommends that, management required to make sure that number of public vehicles required are available, number of routes are properly scheduled, and handling of pregnancy women, disables and sick people are carefully handled and avoid bad languages to customers. |
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