By: Pefela Gildas Nyugha, Fonkam Caleb Asobo, Censrehurd, and Nyuydze Lawrence
1. Lecturer, Magistrate, Legal Consultant/Department of Business Administration, University of Dschang, Cameroon/Ministry of Justice, Dschang, 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. Advocate, Department of English Law, Faculty of Law and Political Science, University of Ebolowa, Cameroon
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
Citation:
Refrences:
- Shemwell DJ, Yavas U, Bilgin Z. Customer service provider relationships: An empirical test of a model of service quality, satisfaction and relationship-oriented outcome. Intl J Service Industry Managemt. 1998;9:155–68. http://dx.doi.org/10.1108/09564239810210505
- Kotler P, Keller KL. Marketing management. Global edition. Upper Saddle River: Pearson Education Inc.; 2009.
- Muyeed MA. Customer perception on service quality in retail banking in developing countries – A case study of retail banking in Bangladesh. Intl J Marketg Studies. 2012;4(1):10–21.
- Randheer K, Al-Motawa AA, Vijay PJ. Measuring commuters’ perception on service quality using SERVQUAL in public transportation: twin cities of Hyderabad and Secunderabad, India. Intl J Marketg Studies. 2011;3(1):1–5.
- Ayapong G. The effect of service quality on customer satisfaction in the utility industry – A case of Vodafone (Ghana). Intl J Busi Managemt. 2011;6(5):1–10.
- Sidiqui MH, et al. Analyzing customer satisfaction with service quality in life insurance services. J Targetg Measuremt Analysis Marketg. 2010;18:221–38.
- Park J, Jeong EB. Service quality in tourism: A systematic literature review and keyword network analysis. Academic Access Publishing. 2019;11(13):1–20.
- Jankalova M. Service quality—object of business excellence measuring. Review of European Studies. 2016;8(2):1–10.
- Muyeed MA. Customer perception on service quality in retail banking in developing countries – A case study of retail banking in Bangladesh. Intl J Marketg Studies. 2012;4(1):10–21.
- Mungho NY. Service quality and customer buying behaviour in transport industry in Cameroon: The case of Inter Urban Transport Services, Mile 17 Buea. Multidiscipl Intl J Res Developmt (MIJRD). 2024;3(3):111–27.
https://www.mijrd.com/papers/v3/i3/MIJRDV3I30009.pdf
- Adak A, Pradhan B, Shukla N. Influence of social media analytics on online food delivery systems. Intl J Info Sys Modelg Design. 2022;11(10):21.
- Chocholac J, Sommerauerova D, Hyrslova J, Kucera T, Hruska R, Machalik S. Service quality of the urban public transport companies and sustainable city logistics. Open Engineering. 2020;10(1):86–97. https://doi.org/10.1515/eng-2020-0010
- Strenitzerova M, Gana J. Customer satisfaction and loyalty as a part of customer-based corporate sustainability in the sector of mobile communications services. 2018;10(5):30–45.
- Abam ENY, et al. Investigating service quality management in the transport sector in Fako Division – A comparative study of Guarantee Travel Agency Limited and Musango Bus Service Company Limited – Buea, Southwest Region – Cameroon. Open J Eco Commrc. 2020;7(2):1–4.
- Zeithaml A, Parasuraman A, et al. Refinement and reassessment of the SERVQUAL scale. J Retailg. 1991;64(4):1–32.
