ABSRACT
This study is set out to examine the nature of service delivery and customer satisfaction in transport businesses. The purpose of this study is to ascertain passengers’ rating of service delivery of transport businesses and the level of satisfaction derived from patronizing them In order to obtain necessary information for this study, both primary and secondary data were used, primary data were obtained from field survey with the use of questionnaire as instrument of data collection. 90 questionnaires were administered to respondents, which were retrieved and used. The data collected from the field work were analyzed using chi -square technique and simple percentage. Information from the library, internet, FRSC formed the major source of secondary data. The major findings were that passengers are to a large extent satisfied with the level of services they receive from transport companies. The study also shows that differences exist between the service provided by private and public transport companies as private companies are seen to the more consumer-oriented. Based on the findings, it is recommended that transport companies should continuously pay close attention to drivers, which are seen as the line personnel that provide the core business of carrying passengers to their respective destination.
TABLE OF CONTENTS
Abstract
CHAPTER ONE
1.0 Introduction
1.1 Background of Study
1.2 Statement of Problems
1.3 Research Objectives
1.4 Research Question
1.5 Research Hypothesis
1.6 Scope of Study
1.7 Significance of study
1.8 Limitation of study
1.9 Definition of terms
CHAPTER TWO
2.0 Literature Review
CHAPTER THREE
3.0 Research methodology
3.1 Research Design
3.2 Population of study
3.3 Sampling Design and Procedure
3.4 Data Collection Instrument
3.5 Administration of Data Collection Instrument
3.6 Methods of data analysis
CHAPTER FOUR
4.0 Data Presentation and Analysis
4.1 Data Presentation
4.2 Test of Hypothesis
CHAPTER FIVE
5.0 Summary, Conclusion and Recommendation
5.1 Summary
5.2 Conclusion
5.3 Recommendation
References
Questionnaire