ABSTRACT

Road Transportation was viewed by the researcher as a sine qua non in the economy whether developed or developing. Road transportation is seen as the engine of an economy. It links producers, suppliers, consumers and commuters. But poor, ineffective and inefficient road transportation systems have crippled development and the collapse of many economic and social activities which have resulted in dissatisfaction among the customers in the industry. This is characterized by poor management that has resulted in the loss of life and property including damages worth unquantifiable amount of money. The researcher used primary and secondary sources and methods of data collection in the study. The researcher presented the data in tables and used simple percentages to analyze the data obtained. The findings of the research among others were that road transportation is very essential for the movement of goods and people. Inefficient roads all over the country make commuters uncomfortable. Lack of maintenance culture by drivers always results in breaking down of vehicles and poor services rendered to customers causes dissatisfaction. The researcher recommended that good roads must be put in place to address the situation. Regular maintenance of vehicles and roads and provision of quality customer services for the satisfaction of the commuters who constantly use the roads and vehicles for their economic activitiesshould also be put in place.

TABLE OF CONTENT

Title page i

Certification page ii

Declaration iii Dedication iv

Acknowledgement v

Table of contents vi

List of table viii Abstract ix

CHAPTER ONE: Introduction

1.1 Background of the study 1

1.2 Statement of the problem 4

1.3 Objectives of the study 6

1.4 Research questions 7

1.5 Significant of the study 7

1.6 Scope of the study 8

1.7 Limitation of the study 8

1.8 Definition of terms 9

References 11

CHAPTER TWO: Review of the Related Literature

2.1 Overview of transportation 14
2.2 Theoretical framework 16

2.3 Current literature on theories
  postulated above    20

References 39

CHAPTER THREE: Research Design and Methodology

3.1 Research design 40

3.2 Sources of data 40

3.3 The population of the study 41

3.4 Determination of sample size 42

3.5 Methods of data collection 43
3.6 Methods of data presentation and analysis 44

CHAPTER FOUR: Data Presentation and Analysis

4.1 Data presentation and analysis 46
4.2 Demographic characteristics 46
4.3 Testing of hypothesis 54

CHAPTER FIVE: Summary of Findings, Recommendation Conclusion

5.1 Summary of findings 64

5.2 Recommendation 65
5.3 Conclusion 66

Bibliography 67

Appendix/Questionnaire 69

LIST OF TABLE

       PAGE

Table 4.2.1 Distribution and retrieval of

Questionnaire 46

Table 4.2.2 Sex distribution of respondents 47

Table 4.2.3 Age distribution of respondents 47

Table 4.2.4 Distribution of respondents by

marital status 48

Table 4.2.5 Distribution of respondents by

  academic qualification 48

Table 4.2.6 Distribution of respondents by

  occupation 49

Table 4.2.7 Distribution of respondents on

duration of patronage 50

Table 4.2.8 Distribution of respondents on why
  they prefer Peace Mass Transit 51

Table 4.2.9 Distribution of respondents on

Their opinion of the problem facing
  the enterprise 52

Table 4.2.10 Distribution of respondents on why

They prefer to work for Peace Mass
Transit 53

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Road Transportation is a necessary end right from early history. The mobility of people and materials especially in the present days become one of the greatest needs that have to be adequately satisfied on our society and economy at large.

Transportation is referred to as the engine of the economy (Kunri 2005:79). This means that without transportation management system, the entire economy will suffer stagnation. Transportation helps to bridge the gap between producers, suppliers and industrials users as well as individual commuters.

Research has shown that transportation alone account for about 46% of the total physical distribution costs for manufacturing companies and 28 % for reseller companies.

It is important to note that not much success can be accomplish in manufacturing, distribution of goods and services including the movement of people without transportation.

It is as a result of the great importance attached to transportation that man has over the years developed various transportation modes in other to facilitate the movement of people and materials. The mode of transportation selected will greatly depend on price, time, delivery, condition and destination, customer’s patronage, and past purchase satisfaction.

This poor transportation management can therefore jeopardize the source of procurement of materials; goods and services, movement or people and even course increase in prices and loss of lives.
  Road transportation should become a part of a solution for sustainable transport in the future. However, in other to keep and attract more passengers, road transport must have high service quality to satisfy and fulfill more wide range of different customers’ needs. It is important to summarize knowledge about what drives customer’s satisfaction and dissatisfaction in roads transport areas so as to design an attractive and marketable road transport system.

1.1.1 Historical background

Peace Mass transit Ltd started in the year 1994 with two Hiace buses. It commences business as a transport company. Peace Mass transit which has now transformed to be one of Nigerian leading mini bus Service Company which moves about 30,000 passengers daily. The operational headquarter is located at Okpara Avenue at Enugu which is under the supervision of Enugu North Local Government Council. Presently, Pease Mass Transit has six deports, they are Enugu, Abakiliki, Onitsha, Aba, Umuahia, Abuja and Lagos deport. Pease Mass Transit operates only on a distance for their operations but now, the company uses mini buses for its operations. Presently, the company has more than 4000 vehicles for their operations.

1.2 Statement Of The Problem

Poor road transportation management is one major problem that is affecting the growth of the economy. Poor road transportation management has led to the ineffectiveness and collapse of the Nigerian road systems that suppose to carry bulky goods from one city to another and has made inflation to be high. This in turn has bounced as the road transportation system characterized by heavy duty Lorries overworking the road system and the resultant effect is damages of roads causing accidents and loss of lives and property.

Poor management of Peace mass transit transportation system has caused breakdown of vehicles that has resulted in goods and movement of people not being able to reach their destination on time.

This poor management of road transportation systems has cost the nation a damaged image, loss of huge amount of money, loss of lives and properties and most customers are greatly dissatisfied with condition of road transportation in Nigeria.

Lack of poor technological development to monitor or regulate the speed of vehicles, lack of clean vehicles, high overloading of men and goods are great problems to road transportation. In addition, the poor attitude of drivers towards their passengers is nothing to write home about.

The researcher plans to study the impact of service quality on customer satisfaction in road transport system. The researcher travels in road transport therebye making him to conduct a research in this sector and also to suggest how he could overcome the problems encountered which includes;

· Non availability of seats: People tend to sit uncomfortably cause they sit like cartons of sardines being packed to be distributed to its buyers or customers.

· Mental harassment: Angry passengers and drivers or park attendants often come up with such attitudes.

· Less security.

· Time problems.

1.3 Objectives of the Study

The overall objective of this research is to investigate the impact of road transportation management that will yield satisfaction to customers.

The specific objectives are to:

· Explore the operation of road transportation management in Nigeria as regard to peace mass Transit.

· Determine the socio-economic characteristics of respondents.

· Measure the relationship between service quality and customer satisfaction.

· Ascertain the level of customers satisfaction

· Identify the impact of road transportation management on the Nigerian economy.

· To make useful recommendation to road transportation management in Nigeria from the findings of the study.

1.4 Research Questions

1. What are the operation of road transportation management in Nigeria as regard to Peace Mass Transit.

2. What are the socio-economic characteristics of respondents.

3. What is the relationship between service quality and customer satisfaction.

4. What is the level of customers satisfaction

5. What are the impact of effective road transportation management in Nigeria?

1.5 Significance of the Study

This study will provide information on the satisfaction of customers in road transportation management. Secondly, problems associated with road transport operators in Nigerian cities will be met and this study will provide a feedback to the road transport companies, ministry of works, other agencies in charge and other transport policy makers on how best to manage other transport modes with a view of achieving desirable results.

1.6 Scope of the Study

The scope of this study is limited to Peace Mass Transit, Umuahia. This research work covers the road transportation system in Nigeria with special focus to the functions, operations, problems and government policies to regulate the transportation industry as to deliver maximum transport satisfaction to the public.

1.7 Limitation of the Study

The researcher faced some limitation during the course of this research. Some workers of Peace Mass transport companies were unwillingly to supply the needed information due to the confidentiality and sensitivity of the data. Thus research work have to source for the available data.

Time and financial factor were also major factors as the timeframe to submit the project was too short for an extensive research. Lack of adequate finance to fund the researcher as to visit many places was another major setback.

1.8 Definition of terms

COMMUTERS: This is referred to people who make use of the road regularly. In order words, a regular or often repeated traveler between locations even when not work related can also be said to be a commuter.

CUSTOMERS SATISFACTION: This is a term frequently used in marketing, it is a measure of how products and services supplied by a company meets or surpasses a customer or customers expectation. Customers satisfaction can be defined as the number of customers or percentage of total customers whose reported experience with a firm, its products or its services (ratings) exceeds specified satisfaction goals.  

TRANSPORTATION: this is the movement of people, animals and goods from one location to another. It plays an important role in economic growth and globalization and a good planning is essential to make traffic flow and restrain urban sprawl.

MANAGEMENT: This is the act of controlling and running a business or similar organization. It can also be seen as the act or skill of dealing with people or situations in a successful way. Management can also be seen as the people who run and control a business or a firm.

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