Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania,
A thesis submitted in fulfilment of the requirements for award of the degree of Doctor of Philosophy of Mzumbe University
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| Formato: | Thesis |
| Idioma: | inglês |
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Mzumbe University
2024
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| Acesso em linha: | https://scholar.mzumbe.ac.tz/handle/123456789/1266 |
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| _version_ | 1835205595737620480 |
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| author | Lushakuzi,Simon Shaban |
| author_facet | Lushakuzi,Simon Shaban |
| author_sort | Lushakuzi,Simon Shaban |
| collection | DSpace |
| description | A thesis submitted in fulfilment of the requirements for award of the degree of Doctor of Philosophy of Mzumbe University |
| format | Thesis |
| id | oai:null:123456789-1266 |
| institution | Mzumbe University |
| language | English |
| publishDate | 2024 |
| publisher | Mzumbe University |
| record_format | dspace |
| spelling | oai:null:123456789-12662024-09-24T06:38:28Z Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, Lushakuzi,Simon Shaban Service quality theory Transit passengers' Customer satisfaction Passengers satisfaction Public transport service Service quality Grönroon’s service quality model A thesis submitted in fulfilment of the requirements for award of the degree of Doctor of Philosophy of Mzumbe University This research was conducted in Dar es Salaam city at Ubungo bus terminal (UBT) and in Morogoro municipality at Msamvu bus terminal (MBT). The main objective of the research was to analyse relationship between quality of services as measured by reliability, responsiveness, assurance, empathy, and conduciveness of materials on the one hand and passengers‟ satisfaction at bus terminals in Tanzania, on the other. This research focused on passengers at bus terminals who were thought to be forgotten in the sense that there exist low standard terminal services for them. Literature review focuses on key concepts, service quality and diverse service quality models including servqual, servperf, serviscape and servuction. A case study design was adopted, with a sample of one hundred and thirty one (131) respondents. Primary and secondary data collected were tested and found to be fit, reliable and valid for making meaningful interpretation. Furthermore, the result indicated that multi-methodology approach was appropriate in gathering information. The research findings were based on all Total Score Value (TSV) results at Ubungo and Msamvu bus terminals which indicate unfavourable opinions and the association of all attributes were at 0.05 and 0.01 significant levels. The study came up with the conclusion that the understanding of quality management for vehicle operation has a significant influence on standard of service at the bus terminals. As such, form of operators licensing should be appropriate to ensure that operators of public transport services meet specified standards of competence and integrity to enhance customers‟ satisfaction at bus terminals. National Institute of Transport (NIT) 2024-09-23T06:36:47Z 2024-09-23T06:36:47Z 2011 Thesis APA https://scholar.mzumbe.ac.tz/handle/123456789/1266 en application/pdf Mzumbe University |
| spellingShingle | Service quality theory Transit passengers' Customer satisfaction Passengers satisfaction Public transport service Service quality Grönroon’s service quality model Lushakuzi,Simon Shaban Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, |
| title | Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, |
| title_full | Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, |
| title_fullStr | Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, |
| title_full_unstemmed | Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, |
| title_short | Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania, |
| title_sort | analysis of quality service factors and passengers satisfaction at bus terminals in dar es salaam and morogoro regions tanzania |
| topic | Service quality theory Transit passengers' Customer satisfaction Passengers satisfaction Public transport service Service quality Grönroon’s service quality model |
| url | https://scholar.mzumbe.ac.tz/handle/123456789/1266 |
| work_keys_str_mv | AT lushakuzisimonshaban analysisofqualityservicefactorsandpassengerssatisfactionatbusterminalsindaressalaamandmorogororegionstanzania |