ASSESSING SERVICE QUALITY ON TRANSPORTATION SECTOR (IN CASE OF BAJAJ TRANSPORTATION SERVICE IN WOLKITE TOWN

Abstract

The Research addressed the service quality play important role in case of bajaj transportation service, in wolkite town because bajaj service offer similar services, the competition is stiff and more focus on delivering quality service, so, it becomes a vital for bajaj service wollkite 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 bajaj transport service, to identify the factors that determining the bajaj transport service quality wolkite town and to examine the measures that could be taking to enhance the quality of bajaj transport service. There is customer complains about service quality deliver by bajaj service and there is no study conduct to measure and compare the service quality delivery by bajaj service and these reason used initiate the researchers to conduct this study to see which bajaj service, satisfies the customer. This study is used tabular and percentage research approaches or mixed research. The researcher is used both primary data collected by used questionnaires. And secondary source of data also collected from the written document and related literature review. This study was conducted in assessment on service quality in case of bajaj transportation service, in wolkite town with sample of 75 customer and the researcher were used a convenience sampling technique from non-probability sampling techniques. The study were service quality instrument to collect information from the customer was analyses descriptively use statistics such as table, frequency and percentage. The bajaj drivers should understand for the customer’s specific need the bajaj service should handle the same service delivery by opening the bajaj for more hours by considering customer interest .Empathy, assurance and responsiveness are the most factors that determine the bajaj transport service quality from most to least respectively.Finally; the researcher was concluded and recommended possible solution based on the findings.