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Evaluating Service Quality and Customer Satisfaction in Interurban Transport: A Case Study of Vatican Express, YaoundéBy Pefela Gildas Nyugha, Fonkam Caleb Asobo, Censrehurd, Zemoh Yannick Tangmoh, Kohtem Princewil Sambit
Abstract: Customer satisfaction and the viability of the business are greatly impacted by the quality of the services provided in interurban transportation. This study assesses the level of client satisfaction and the quality of service offered by Vatican Express, a significant interurban transport provider in Yaoundé, Cameroon. The study employed a mixed-method research approach, gathering qualitative insights through interviews and observations and quantitative data through user surveys. Tangibility, dependability, assurance, responsiveness, …
Published in International Journal of Housing and Human Settlement Planning · Vol. 11, Issue 1, 2025 · pp. 1–11 Read article →