Customer Satisfaction In Public Transportation Service Delivery In Ambo Town, West Shoa Zone, Oromia National Regional State, Ethiopia

Abstract

Transport is one of the complex services which contributes greater share to the country’s economic development everybody travels whether it be work, play, and shop or do business. The demand for public transport services in Ethiopia is growing from time to time as the growth of the Population and economy. So far, no systematic study has been undertaken on customer’s satisfaction in public transport service delivery in Ambo town. Thus, the study was undertaken with the specific objectives: to examine the level of customer satisfaction in public transport service delivery in the study area; to investigate the challenges of customer satisfaction in public transport service delivery in the study area and to explore the perception on customer satisfaction in public transport service delivery in the Ambo town. The study used a descriptive survey research design. A structured and distribute questionnaire, key informants interviews, focus group discussion and personal observation were used to collect data .Descriptive statistics such as frequencies, means , standard deviations and percentages were used to summarize the data. The study adopted random sampling techniques to select 109 respondents involved in the study area. The findings of the study revealed that passengers did not get respect using public transport services in their journey in the study area and the major challenges of public transport service delivery by passengers were: poor communication between public transport office and passengers, inadequate of monitoring and evaluation on their utilization of public transport services .From the study ,it is concluded that public transport office should make well proper supervision ,monitoring and coordination to follow transport services. Finally, from the study it recommended that the Public transport office of Ambo town should give serious attention to care on public transport services, peoples with disabilities, elders, pregnant women and sick in using public transport services