Background to the Study
People have been migrating from one location to another in order to carry out their everyday duties since the beginning of time. This simply relates to transportation, and it cannot be overstated that the transportation business of every country is a vital aspect of the economy’s structure. The provision of high-quality service to customers (passengers) is without a doubt one of the most essential issues in the transportation sector. Transportation, defined as an activity that facilitates the transportation of goods and people from one location to another, is within the service sector of the economy.
These are issues with quality, control, and operational productivity, as well as human resource management.
The majority of transportation industry operations appear to have a myopic view on providing quality. The demand for a significant market share or increasing consumer patronage necessitates service and crowning clients as “number one.” They have a long-held belief that passengers will always be present. Customers’ wants, needs, and satisfaction should be considered, and the organization’s focus should be on the customers, according to those viewpoints.
Statement of Problem
Passengers on public transportation have long complained about the quality of service they receive from their respective suppliers. As a result, this researcher will investigate and analyze the quality of services provided as well as passenger satisfaction.
In light of the foregoing, one would be interested in finding solutions to the following question.
(1) How satisfied are transportation enterprises with their consumers (passengers)?
(2) Is there a major difference between the services supplied by private transportation companies and those provided by the government?
(3) To what extent do passengers and service providers have a friendly relationship?
Objectives of the Study
The primary goal of this research is to determine how passengers rate the quality of service provided by transportation businesses and how satisfied they are as a result of their patronage.
(1) This research will look into, among other things, the extent to which passengers are satisfied with the level of service they receive from transportation service providers;
(2) Determine whether there is a distinction between the services offered by commercial transportation companies and their governmental counterparts;
(3) Determine the extent to which customers and service providers have a friendly connection.
(4) Determine the nature of passenger complaints and how they are addressed;
(5) Consider how passengers seek redress in the event of a service failure.
Statement of Hypotheses
Some research hypotheses that will drive the research process in order to be able to deal with this topic are as follows:
(1) There is no discernible difference between the services offered by commercial transportation companies and those supplied by public transportation companies.
(2) Customers are not always satisfied with the services provided by transportation companies.
(3) There is no friendly interaction between passengers and service providers.
Scope of the Study
The scope of this research is limited to service delivery and customer satisfaction in Nigerian transportation enterprises, with several commercial and public transportation service providers in Delta State serving as case studies. The focus of this study is on road transportation, with a special focus on bus transit.
Significance of the Study
The study is important because it will allow transportation company executives to determine how attentive they are to their consumers’ demands and, as a result, how well they are implementing their marketing strategy. Also, planners and executors of vital services, whether they are transportation-related or not, would benefit from this research as a guide to customer happiness and delight. Above all, the study is an attempt to apply the marketing concept to the Nigerian context, and it is a contribution to continuing academic debate in this field of marketing services.
Limitations of the Study
Every study, as one would assume, has its limitations (s). The following are some of this study’s limitations: tiny sample size; this restriction stems from the fact that, while the study was intended to include all enterprises in the transportation industry in Nigeria, only a few in Delta State were investigated.
The refusal of certain respondents (passengers) to complete and submit the questionnaires that were given to them, as well as the level of the questionnaires given to them, looked to be too high for some respondents, particularly those who were uneducated.
Operational Definition of Terms
The terms utilized in this study will be defined in order to make it as clear as possible for any interested reader who is unfamiliar with the topic of rendering services.
Individuals, corporations, government entities, and other organizations receive intangible advantages as a result of a range of actions.
Intangibles are valuable items that do not exist physically. And it’s largely employed in the workplace.
Things that are always together and are highly amicable are described as inseparable. Inseparable people are always together and very amicable with one another.
Transportation is a means of traveling from one location to another in order to carry out tasks.
Individuals and organizations that provide services to people in need are referred to as service providers.