The Impact of Transportation Service Quality on Customer Satisfaction: Evidence from Amhara Region, Ethiopia

The main objective of this study was to assess the impact of transportation service quality on customer satisfaction; in case of Debre Markos city. To achieve the objective of this study, data was collected through close-ended and open-ended questionnaires from 320 respondents who are Bajaj customers. Stratified random sampling was employed to categorize Bajaj associations into ten strata according to their beginning terminals and convenience sampling method was used to select sample population from each strata. Primary and secondary data were used for this study and quantitative and qualitative method also employed. This study was undertaken in one year and hence, used Cross-sectional method. This study has used transportation service quality dimensions like reliability, security, comfort, safety and convenience as independent variables and customer satisfaction as dependent variable. Data collected by using schedules were analyzed by using statistical analysis such as descriptive and inferential analysis. Descriptive statistic such as frequency, percentage, mean, standard deviation and inferential statistic such as correlation and multiple linear regressions were calculated by Statistical Package for Social Science (SPSS) version 20. The correlation result revealed that there is a significant relationship between independent variables and dependent variable. The result from regression analysis indicates that reliability, security, comfort, safety and convenience have a significant effect on customer satisfaction. The finding revealed that Bajaj customers are moderately satisfied with the current service supply. Recommendations for improvement in service quality resulting in customer satisfaction have been made.