Customer Satisfaction Assessment in the Public Transportation System of Anbessa City Bus Services

Abstract

Assessing public transportation services can significantly contribute to improving their quality, thereby attracting more commuters over time. In the capital city of Ethiopia (Addis Ababa), transportation is mostly facilitated by the publicly owned transportation service providers. These public service providers are the Anbessa City Bus Service Enterprise, popularly known as ACBSE Transport, Alliance Bus Services, and Sheger Bus Services. In addition, various other privately owned vehicles, including minibuses and taxis, are also available in the city for public transportation. This study aimed to analyse customer satisfaction with Anbessa city bus services in Addis Ababa using the SERVQUAL model, considering five service attributes, i.e., parameters: Service Responsiveness, Reliability, Tangibility, Assurance, and Empathy. To achieve this objective, a questionnaire was designed and distributed to 500 regular users of Anbessa city bus services in the city. The data obtained was sorted and analysed using SPSS 20.0 software. The research findings indicate that passengers are satisfied with ACBSE transport services based on responsiveness and tangibility, but they are unsatisfied with the reliability, assurance, and empathy dimensions of service quality. The study results are found to be useful for transport planners seeking to improve ACBSE bus services at selected terminals in Addis Ababa.

Keywords: ACBSE, Ambessa City Transport, Reliability, SERVQUAL Model, Tangibility