Abstract:
The main objective of the study was to examine the causes of maladministration and its impacts on
service delivery at Ambo bus station. To accomplish this, the study employed both qualitative and
quantitative research approaches which involve descriptive research design. Essential data for the
study were gathered from both primary and secondary sources. Tools such as key informant
interview, questionnaire, focus group discussions and non-participatory observations were used for
collecting data based on the objectives of the study. Accordingly, Ambo bus station was selected
through availability sampling. Totally, 399 respondents were engaged as respondents. Then the data
obtained from sources were organized and analyzed descriptively. The study identified the main
causes of maladministration lack poor management system, corruption of all forms, illegal
establishment of basharis, weak relationship among stakeholders, inefficient communication, limited
staff capacity, lack of accountability and transparency, disorder and disrespect for the rules and
regulations of the bus station and the like that contributing for the less satisfaction of passengers,
disagreement and conflict between drivers and passengers, drivers and workers of the bus station,
disruption and delays of transportation and high cost of transportation. The researcher has also
forwarded possible ways to improve service delivery in transportation by emphasizing on ensuring
accountability and enhancing transparency, increasing efficiency of management, providing
necessary resource and improving staff capability via training
