INFLUENCE OF RELIABILITY AND RESPONSIVENESS TO SERVICE QUALITY ON COMMUTERS’ SATISFACTION IN A ROAD TRANSPORTATION FIRMS IN ANAMBRA STATE, NIGERIA

Abstract

This work examined the influence of reliability and   responsiveness to service quality on commuter satisfaction among road transportation firms in Anambra state. The study examined the influence the reliability and responsiveness variables of service quality on commuters’ satisfaction. The study used questionnaire as survey instrument to collect the primary data. The study is anchored on the Gap theory of service quality that apply servqual model. The population of the study consists of three hundred and twenty seven (327) respondents who are the commuters of the five (5) selected transport companies in Anambra state. Pearson's correlation was  employed to determine the extent of association between the variables used in the study. Furthermore, linear regressions was conducted to test the hypotheses using the statistical package for social sciences (SPSS) version 21. The results of the study showed that  service quality variables ( reliability, responsiveness) have significant positive influence on commuter satisfaction. The study recommends that the servqual model of service quality as adapted model be used in transport sector as to improve the service quality offered to commuters. There is need to organize more training of employees in the transport companies to increase their customer service and customer management skills. The use of modern transport management computer applications in ticketing is recommended to reward responsively loyal commuters that will also increase commuter satisfaction and reliable commuter retention.