ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION

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 with out 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.

Since the 1970s, transportation authorities have become more engaged with the public in terms of public meetings, marketing campaigns, stakeholder involvement and educational programs to inform and empower the transportation customer (O’Connor, 1999). This is partially due to litigation over engineering methods of alternatives analysis and the public’s demand for a transparent government decision-making process. An outcome of this era in transportation policy was that the customer perspective and ultimately their satisfaction have been elevated as a valued measure of the service provider’s performance (O’Connor, 1999). There is evidence that customer focused initiatives are expanding into other areas of transportation services as well. In 1992, the National Quality Initiative (NQI) was formed by federal and state agencies and industry to promote quality transportation systems primarily by measuring the performance of critical infrastructure elements (Tuggle, 1994). This concept has grown to include measurement of key practices and objectives of an agency. With an aging transportation infrastructure public agencies are shifting focus from building to maintaining their systems and the efficient use of resources to maximize performance. Including customer satisfaction as a performance measure for investment decisions shows a culture shift in transportation as a service industry rather than strictly production. Some researchers find that customer satisfaction also has greater potential for application by a wider range of agencies and organizations (Cantalupo, 2002). Even with their limitations many government agencies have conducted extensive customer surveys to rate how well they are meeting expectations and what customers think of their products and services.

TOPIC: ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION

(A CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK ENUGU ROAD NSUKKA, ENUGU STATE)

Format: MS Word

Chapters: 1 - 5, Abstract, References, Questionnaire
Delivery: Email

Number of Pages: 83

Price: 3000 NGN

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