International Journal of Town Planning and Management
An Overview of Service Quality Offered by Interurban Transport Companies: Case of Vatican Travel Agency, Yaounde
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
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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