IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v4y2014i9p402-412.html
   My bibliography  Save this article

Service Quality and Customer Satisfaction in Public Transport Sector of Kenya: A Survey of Shuttle Travelers in Kitale Terminus

Author

Listed:
  • David Nyongesa Murambi
  • Henry M. Bwisa

Abstract

Public transport is important in economies since it permits the movement of factors of production and finished goods to the market. Economic survey of 2009 indicates that about 11.5% of the work force is employed in the transport industry. Customers, who are travellers, are the driving force of all firms’ survival and expansion, as they strive to satisfy customer needs. This study sought to investigate service quality and customer satisfaction in public sector in Kenya by undertaking a survey of shuttle travelers in Kitale. This study was guided by the following specific objectives: finding out the influence of travel time on customers’ satisfaction. The study was conducted in Kitale town at the shuttle terminus. The review of literature indicated that most of the studies had been conducted on taxis and Matatus in Kenya yielded mixed results. Hence it was worth to conduct the study. The research used survey design and the target population was all shuttle travelers in Kitale town. The information from shuttle office indicated that on daily basis about 3100 travelers use shuttles hence a sample size of 310 travelers was selected using simple sampling technique. The questionnaires and interview schedules were used to collect data. The data was analyzed using computer and presented in table using percentages. The regression was used to find out the influence of travel time, availability of information at booking office and frequency of route change on customers satisfaction. The study found that 76% of customers’ satisfaction was explained by independent variable. Travel time, information and frequency of route change were significant to customers’ satisfaction.

Suggested Citation

  • David Nyongesa Murambi & Henry M. Bwisa, 2014. "Service Quality and Customer Satisfaction in Public Transport Sector of Kenya: A Survey of Shuttle Travelers in Kitale Terminus," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(9), pages 402-412, September.
    • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:9:p:402-412
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/Service_Quality_and_Customer_Satisfaction_in_Public_Transport_Sector_of_Kenya_A_Survey_of_Shuttle_Travelers_in_Kitale_Terminus.pdf
    Download Restriction: no
    File URL: http://hrmars.com/hrmars_papers/Service_Quality_and_Customer_Satisfaction_in_Public_Transport_Sector_of_Kenya_A_Survey_of_Shuttle_Travelers_in_Kitale_Terminus.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Beirão, Gabriela & Sarsfield Cabral, J.A., 2007. "Understanding attitudes towards public transport and private car: A qualitative study," Transport Policy, Elsevier, vol. 14(6), pages 478-489, November.
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. Mackett, Roger L. & Edwards, Marion, 1998. "The impact of new urban public transport systems: will the expectations be met?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 32(4), pages 231-245, May.
    4. Satoshi Fujii & Ryuichi Kitamura, 2003. "What does a one-month free bus ticket do to habitual drivers? An experimental analysis of habit and attitude change," Transportation, Springer, vol. 30(1), pages 81-95, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mat Azmi & Bahry Norliza Saiful & Kori Nur Liana & Munir Zarina Abdul & Daud Norzaidi Mohd, 2019. "The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach," Foundations of Management, Sciendo, vol. 11(1), pages 57-64, March.
    2. Muhammad Ashraf Javid & Nazam Ali & Syed Arif Hussain Shah & Muhammad Abdullah, 2021. "Travelers’ Attitudes Toward Mobile Application–Based Public Transport Services in Lahore," SAGE Open, , vol. 11(1), pages 21582440209, January.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Paula Vicente & Elizabeth Reis, 2016. "Profiling public transport users through perceptions about public transport providers and satisfaction with the public transport service," Public Transport, Springer, vol. 8(3), pages 387-403, December.
    2. Dacko, Scott G. & Spalteholz, Carolin, 2014. "Upgrading the city: Enabling intermodal travel behaviour," Technological Forecasting and Social Change, Elsevier, vol. 89(C), pages 222-235.
    3. Alessandro Vitale & Giuseppe Guido & Daniele Rogano, 2016. "A smartphone based DSS platform for assessing transit service attributes," Public Transport, Springer, vol. 8(2), pages 315-340, September.
    4. Underwood, Sarah & Handy, Susan L., 2012. "Adolescent Attitudes Towards Active Transportation: Bicycling in Youth in Retrospect from Adulthood," Institute of Transportation Studies, Working Paper Series qt993019hq, Institute of Transportation Studies, UC Davis.
    5. Fitt, Helen, 2018. "Habitus and the loser cruiser: How low status deters bus use in a geographically limited field," Journal of Transport Geography, Elsevier, vol. 70(C), pages 228-233.
    6. Doody, Brendan J., 2020. "Becoming ‘a Londoner’: Migrants’ experiences and habits of everyday (im)mobilities over the life course," Journal of Transport Geography, Elsevier, vol. 82(C).
    7. Hoffmann, Christin & Abraham, Charles & Skippon, Stephen M. & White, Mathew P., 2018. "Cognitive construction of travel modes among high-mileage car users and non-car users – A Repertory Grid analysis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 216-233.
    8. Grisé, Emily & El-Geneidy, Ahmed, 2018. "Where is the happy transit rider? Evaluating satisfaction with regional rail service using a spatial segmentation approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 84-96.
    9. He, Sylvia Y. & Thøgersen, John, 2017. "The impact of attitudes and perceptions on travel mode choice and car ownership in a Chinese megacity: The case of Guangzhou," Research in Transportation Economics, Elsevier, vol. 62(C), pages 57-67.
    10. Suman, Hemant K. & Bolia, Nomesh B. & Tiwari, Geetam, 2017. "Comparing public bus transport service attributes in Delhi and Mumbai: Policy implications for improving bus services in Delhi," Transport Policy, Elsevier, vol. 56(C), pages 63-74.
    11. Fu, Xuemei & Juan, Zhicai, 2017. "Exploring the psychosocial factors associated with public transportation usage and examining the “gendered” difference," Transportation Research Part A: Policy and Practice, Elsevier, vol. 103(C), pages 70-82.
    12. Ayoubi, Charles & Thurm, Boris, 2020. "Pro-environmental behavior and morality: An economic model with heterogeneous preferences," OSF Preprints w8afg, Center for Open Science.
    13. Hung Wei, Chien & Yuan Kao, Chen, 2010. "Measuring traveler involvement in urban public transport services: The case of Kaohsiung," Transport Policy, Elsevier, vol. 17(6), pages 444-453, November.
    14. Fellesson, Markus & Friman, Margareta, 2008. "Perceived Satisfaction with Public Transport Service in Nine European Cities," Journal of the Transportation Research Forum, Transportation Research Forum, vol. 47(3).
    15. Schneider, Robert J., 2013. "Theory of routine mode choice decisions: An operational framework to increase sustainable transportation," Transport Policy, Elsevier, vol. 25(C), pages 128-137.
    16. Cass, Noel & Faulconbridge, James, 2016. "Commuting practices: New insights into modal shift from theories of social practice," Transport Policy, Elsevier, vol. 45(C), pages 1-14.
    17. Nan Yang & Yong Long Lim, 2018. "Temporary Incentives Change Daily Routines: Evidence from a Field Experiment on Singapore’s Subways," Management Science, INFORMS, vol. 64(7), pages 3365-3379, July.
    18. Jinhyun Hong & David Philip McArthur & Mark Livingston, 2019. "Can Accessing the Internet while Travelling Encourage Commuters to Use Public Transport Regardless of Their Attitude?," Sustainability, MDPI, vol. 11(12), pages 1-10, June.
    19. Kamruzzaman, Md. & Baker, Douglas & Washington, Simon & Turrell, Gavin, 2013. "Residential dissonance and mode choice," Journal of Transport Geography, Elsevier, vol. 33(C), pages 12-28.
    20. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hur:ijarbs:v:4:y:2014:i:9:p:402-412. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hassan Danial Aslam (email available below). General contact details of provider: http://hrmars.com/index.php/pages/detail/IJARBSS .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.