Evaluating Customers' Satisfaction of Service Quality of Kano State Transport Authority, Nigeria

Abstract

This study assessed the service quality and customer satisfaction of Kano State Transport Authority. Customer satisfaction is considered to be the most important factor whether it is meant for a product or a service. In case of failure to satisfy customers, company may be replaced by others because there is a special attitude which plays an important role in attracting and retaining customers. 210 questionnaires were distributed using simple random sampling technique among passengers for data collection while, 197 questionnaires were validly returned. Cronbach’s alpha was used to measure the internal consistency in order to evaluate whether the scale used was reliable. The data were analyzed using descriptive and correlation analyses. A finding reveals that passengers are satisfied with the transport services provided by Kano line with mean average of 2.42, 2.33, 2.43, 2.20, 2.17 and 2.64 respectively. Regarding relationship between customer satisfaction and all service dimensions (i.e. reliability, responsiveness, assurance, empathy and tangible). Correlation analysis shows a positive significant relationship with satisfaction, reliability, responsiveness, assurance, empathy and tangible (i.e. r=0.704, p<0.01; r=0.755, p<0.01; r=0.732, p<0.01; r=0.634, p<0.01; r=0.678, p<0.01).The study therefore recommends that the reliability of the service should be improved; there should be consistent maintenance of the buses and readily obtainable replacement equipment and parts. Vehicle tracking system should be introduced to control vehicles routes and timings. There should better interface between service providers and potential customers in order to meet customer needs and satisfy them. Finally, effective vehicle replacement policy should be designed so that vehicles newer vehicles with better comfort can be purchased and used for operation.