Pefela Gildas Nyugha, Fonkam Caleb Asobo, Censrehurd, Nyuydze Lawrence | International Journal of Town Planning and Management | Vol 11, Issue 01 | pp. 37-52 | ISSN: 2456-5253
Abstract
The problem of customer satisfaction in the interurban transport sector is complex and multifaceted. Addressing these issues will require a combination of investment in infrastructure, improvements in service quality, and the adoption of innovative technologies and business models. This research work is an explorative study design which focuses on the effects of quality services on customer satisfaction. The main objective of this study is to identify and examine the quality of service offered by Vatican Express, an interurban bus transport company, and assess its impact on customer satisfaction.To achieve these goals, the study used a triangulated mixed-method approach, in which a customer satisfaction survey was used to collect quantitative data and in-depth interviews and observations with a sample of Vatican Express’s customers were used to acquire qualitative data. The study sought to guarantee the validity of the results by minimizing the possibility of bias from any one approach and provide a variety of viewpoints by triangulating these data sources. This study used the chi square test to investigate the link between categorical variables, specifically the relationship between customer satisfaction levels and service quality defects. The results indicated that though there is a significant positive relationship between service quality dimensions most especially assurance and customer satisfaction, Vatican Express is not meeting the status quo. To address this issue, the researcher recommended enhancement of all service quality dimensions while implementing a continuous improvement scheme.
Keywords: Service quality, transport and logistics, customer service, Vatican Express, customer satisfaction, interurban transport
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How to cite this article
@article{NyughaPG2025,
author = {Pefela Gildas Nyugha and Fonkam Caleb Asobo and Censrehurd and Nyuydze Lawrence},
title = {An Overview of Service Quality Offered by Interurban Transport Companies: Case of Vatican Travel Agency, Yaounde},
journal = {International Journal of Town Planning and Management},
year = {2025},
volume = {11},
number = {01},
pages = {37--52},
issn = {2456-5253},
url = {https://journalspub.com/publication/ijtpm/article=15968}
}