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By: Pefela Gildas Nyugha, Fonkam Caleb Asobo, Censrehurd, Zemoh Yannick Tangmoh, and Kohtem Princewil Sambit
1. Lecturer, Department of Business, Magistrate, Legal Consultant/University of Dschang, Cameroon/Ministry of Justice, Cameroon
2. Student, Department of Business Administration/Joss Institute of Management and Technology (JIMIT), Yaoundé, Cameroon
3. Center for Scientific Research, Human Rights and Development, Cameroon
4. Digital Marketing Specialist, Founder and Board Chair Yanco Inc.
5. Ph.D. Fellow, Department of English Law Laboratory, Faculty of Law and Political Science, University of Douala, Cameroon
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, and empathy are all crucial components of service quality that were assessed using the SERVQUAL methodology. The results show that although Vatican Express is excellent at assurance and responsiveness, there are serious issues with cleanliness, seating comfort, timeliness, and general service dependability. To increase client satisfaction, the study emphasizes the necessity of better vehicle maintenance, better booking systems, increased operating efficiency, and staff training. By putting these changes into practice, Vatican Express will be able to maintain its competitiveness in the interurban transportation market.
Keywords: Service quality, customer satisfaction, interurban transport, Vatican Express, SERVQUAL model
Citation:
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