ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION (A CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK ENUGU ROAD NSUKKA, ENUGU STATE.)
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ROAD TRANSPORTATION MANAGEMENT
AND CUSTOMERS SATISFACTION
(A CASE STUDY OF PEACE MASS
TRANSIT, PEACE PARK ENUGU ROAD NSUKKA, ENUGU STATE.)
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 system 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 result 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 that will
satisfy the commuters who constantly use the roads and vehicles for their
economic activities. Drivers who operate vehicles through the use of road can
be improved by;
1.
Regular workshop for them on the use of roads.
2.
Motivational provision such as allowances for accident free driving in a period
of time
3.
Other allowances for vehicle maintenance, provision of uniform and bonuses
especially during feast days like Christmas are also recommended as incentives
and motivational tools.
4.
Prefencial system of payment..
TABLE OF CONTENT
CHAPTER ONE: Introduction
1.
Background of the
study
1.2 Statement
of the
problem
1.3
Objectives/purpose of the
study
1.4 Research
question/hypothesis
1.5 Significant
of the
study
1.6 Scope of
the
study
1.7 Limitation
of the
study
1.8 Definition
of special
terms
References
CHAPTER TWO: Review of the Related Literature
2.1 Theoretical
framework
2.2 Historical
background
2.3 Current
literature on theories postulated above
References
CHAPTER THREE: Research Design and Methodology
3.1 Research
design
3.2 Sources of
data
3.2.1 Primary source of data
3.2.2 Secondary source of
data
3.3 The
population of the
study
3.4
Determination of sample
size
3.5 Methods of
data
collection
3.5.1
Questionnaire design, distribution and
collection of
responses
3.6 Methods of
data presentation and analysis
CHAPTER FOUR: Data Presentation and Analysis
Data
presentation
Demographic
characteristics
CHAPTER FIVE: Summary of Findings,
Recommendation Conclusion
5.1 Summary of
findings
5.3
Conclusion
5.2
Recommendation
Bibliography
Appendixes
LIST OF TABLE
PAGE
Table 4.1.1
Distribution and retrieval of
Questionnaire
Table 4.1.2 Sex
distribution of respondents
Table 4.1.3 Age distribution of
respondents
Table 4.1.4
Distribution of respondents by
marital
status
Table 4.1.5
Distribution of respondents by
academic
qualification
Table 4.1.6
Distribution of respondents on
duration
of patronage
Table 4.1.7 Distribution of
respondents on the
relationship between
management
and customers
Table
4.1.8 Distribution of respondents on
assessment of the
management
Table
4.1.9 Distribution of respondents on
assessment
of the
drivers
Table
4.1.10 Distribution of
respondents on the
goal
of the company
Table 4.2.0 Distribution of
respondents on
assessment of the
vehicle they have
entered or traveled
with
Table 4.2.1 Distribution of respondents
on whether
drivers travel with
manifest
Table
4.2.2 Distribution
of respondents on what
they
say about the services being
given
or received from Peace Mass
Transit
Table
4.2.3 Distribution of respondents on
having opportunity to patronize
somewhere
else
Table
4.2.4 Distribution
of respondents
on their opinion of
the problem
facing the
enterprise
Table
4.2.5 Distribution of respondents on
whether Peace Mass Transit has well
trained and efficient
staff
Table
4.2.6 Distribution of respondents on the
role
of transportation management
Table
4.2.7 Distribution of respondents on
whether
transportation company has
adequate
modern technology
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.
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 system 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 characteristized 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.
1.3
OBJECTIVES OF THE STUDY
The over all objective of this research
is to investigate the impact of road transportation management that will yield
satisfaction to customers.
The specific objectives include:
To explore the operation of road
transportation management in Nigeria as regard to peace mass Transit.
To identify the problems of road
transportation management in Nigeria
To determine the contribution obtained
from effective road transportation management in Nigeria.
To identify the impact of road
transportation management on the Nigerian economy
To make useful recommendation to road
tansportation management in Nigeria.
1.4
RESEARCH QUESTIONS
1.
Does road transportation management play any important role in the movement of
goods and services?
Are commuters satisfied when there is
breakdown of vehicle on the high way?
Are commuters satisfied when they do
not reach their destination as scheduled?
Are commuters satisfied when driver is
at high speed limit?
Does Peace Mass transportation company
have adequate modern technology and infrastructure to the satisfaction of
customer?
1.5
SIGNIFICANCE OF THE STUDY
This study will be useful to many
sectors of the economy, as little research has been done on this area. Thus
road transport companies, ministry of works, transport, and academic will
benefit immensely from this study.
Also, the commuters, manufacturing
companies and businessmen especially the middlemen will equally benefit from
the study.
1.6
SCOPE OF THE STUDY
This research work covers the road
transportation system in Nigeria with special focus to PMT, their functions
operationalization, problems and government policies to regulate this industry
as to deliver maximum satisfaction to the public.
1.8
DEFINITION OF TERMS
MOT: Ministry
of Transport
VIO:
Vehicle
Inspector Officer
FSLC:
First
School Leaving Certificate
WEAC:
West
African Examination Council
NCE: National
Certificate of Education
OND: Ordinary
National Diploma
BSc:
Bachelor
of Science
HND: Higher
National Diploma
PMT: Peace
Mass Transit
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