Assessment of customer satisfaction in transportation service delivery: The case of three terminals of Anbassa City Bus service enterprise.

Abstract

This study is undertaken to assess the level of satisfaction of customers about the transport service provision of ACBSE. The study indicates that buses are aged, there is high breakdown of buses, very limited supply of buses, and existing buses are not operating as per the schedule. Therefore, the service is found not reliable and safe. Excessive waiting time and long walking distance to reach the service make it inconvenient. Moreover, high overcrowding and pick pocketing make it uncomfortable and insecure. Correspondingly, the quality of the service is poor and customers are not satisfied about the transport service of ACBSE.