EVALUATION OF CUSTOMERS SATISFACTION ON ROAD TRANSPORTATION MANAGEMENT (A CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK BY UMUWAYA ROAD, UMUAHIA, ABIA STATE.)

ABSTRACT

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 systems 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 results 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 for the satisfaction of the commuters who constantly use the roads and vehicles for their economic activitiesshould also be put in place.

TABLE OF CONTENT

Title page ﾿ i

Certification page ﾿ ii

Declaration ﾿ iii 

Dedication ﾿ iv

Acknowledgement ﾿ v

Table of contents ﾿ vi

List of table ﾿ viii 

Abstract ﾿ ix

CHAPTER ONE: Introduction

1.1 ﾿ Background of the study ﾿ 1

1.2 ﾿ Statement of the problem ﾿ 4

1.3 ﾿ Objectives of the study ﾿ 6

1.4 ﾿ Research questions ﾿ 7

1.5 ﾿ Significant of the study ﾿ 7

1.6 ﾿ Scope of the study ﾿ 8

1.7 ﾿ Limitation of the study ﾿ 8

1.8 ﾿ Definition of terms ﾿ 9

References ﾿ 11

CHAPTER TWO: Review of the Related Literature 

2.1 ﾿ Overview of transportation ﾿ 14

2.2 ﾿ Theoretical framework ﾿ 16 ﾿

2.3 ﾿ Current literature on theories

  ﾿ postulated above ﾿   ﾿ 20

References ﾿ 39

CHAPTER THREE: Research Design and Methodology 

3.1 ﾿ Research design ﾿ 40

3.2 ﾿ Sources of data ﾿ 40

3.3 ﾿ The population of the study ﾿ 41

3.4 ﾿ Determination of sample size ﾿ 42

3.5 ﾿ Methods of data collection ﾿ 43

3.6 ﾿ Methods of data presentation and analysis ﾿ 44

CHAPTER FOUR: Data Presentation and Analysis 

4.1 ﾿ Data presentation and analysis ﾿ 46

4.2 ﾿ Demographic characteristics ﾿ 46

4.3 ﾿ Testing of hypothesis ﾿ 54

CHAPTER FIVE: Summary of Findings, Recommendation Conclusion 

5.1 ﾿ Summary of findings ﾿ 64

5.2 ﾿ Recommendation ﾿ 65

5.3 ﾿ Conclusion ﾿ 66

Bibliography ﾿ 67

Appendix/Questionnaire ﾿ 69