ASSESSMENT OF TRANSPORT SERVICE QUALITY (in case of Mitto Station)

Abstract

The Researcher addressed the service quality play important role in case of station transportation service, in mitto town because station service offer similar services, the competition is stiff and more focus on delivering quality service, so, it becomes a vital for station transport service mitto town to meet or exceed the target customer expectation with service quality. This study helps to fill the gap relate to service quality. The specific objectives of the study were to assess the level of station transport service, to identify the factors that determining the station transport service quality in mitto town and to examine the measures that could be taking to enhance the quality of station transport service. There is customer complains about service quality deliver by station and there is no study conduct to measure and compare the service quality delivery by mitto station and these reason used initiate the researchers to conduct this study to see service, satisfies the customer. This study is used tabular and percentage research approaches or mixed research. The researchers were used both primary data collected by used questionnaires and interview. This study was conducted in assessment on transport service quality in case of station transportation service, in mitto town with sample of 68 customer and the researchers were used convenience sampling technique from non probability sampling techniques . The study were service quality instrument to collect information from the customer would analyses descriptively use statistics such as table frequency and percentage. Employee of the station should understand for the customer's specific need the bus service should handle the same service delivery by opening the station for more hours by considering customer interest .Empathy, assurance and responsiveness are the most factors that determine the station transport service quality from most to least respectively. Finally; the researcher was concluded and recommended possible solution on the findings. The customer did not get a good service in empathy, responsiveness and assurance dimension of service. Researcher recommended Establish clear service quality goal that are challenging, realistic, and explicitly designed to meet customer expectations. The station employee, assistance and drivers should consistently courtesy to customers