ST.

MARY’S UNIVERSITY
UNIVERSITY

FACULTY OF BUSINESS
BUSINESS

DEPARTMENT OF MANA
MANAGEMENT

ASSESS
ASSESSMENT
SSMENT OF PUBLIC TRANSPORT

SERVICEIN THE CASE OF CROSS

COUNTRY BUSES

By

DANIEL ZEWDU

JUNE 2014

ADDIS ABEBA
 ASSESS
ASSESSMENT
SSMENT OF PUBLIC TRANSPORT

SERVICE IN THE CASE OF CROSS COUNTRY BUSES

A SENIOR RESE
RESEARCH SUBMITTED
TO THE DEPARTMENT OF MANAGEMENT
FACULTY OF BUSINESS
ST. MARY’S UNIVE
UNIVERSITY
RSITY

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS

FOR THE DEGREE OFBACHELOROF ARTS IN

MANAGEMENT

By

DANIEL ZEWDU

JUNE 2014

ADDIS ABEBA
 ASSESSMENT
ASSESSMENT OF PUBLIC TRANSPORT

SERVICE IN THE CASE OF CROSS COUNTRY BUSES

By

DANIEL ZEWDU

FACULUTY OF BUSINESS
BUSINESS

DEPARTMENT OF MANAGEMENT

APPROVED BY THE COMMITTEE

COMMITTEE OF EXAMINERS

DEPARTMENT HEAD SIGNATURE

ADVISORSIGNATURE

INTERNAL EXAMINERSIGNATURE

EXTERNAL EXAMINERSIGNATURE
 ACKNOWLEDGEMENTS
ACKNOWLEDGEMENTS
I am deeply grateful to ATO MESFIN TESFAYE not only for his advice but
also for his willingness to consult me at any point of time,and his patience.

I would like to express my appreciation to public Transport

AssociationsManagements and high ranking officials of regulatory body for their
cooperation.

Special thanks for my Families for encouragement and providing necessary

materials. They are my pillar of strength.

Thanks my Families.

Almighty God, thankyou! You make everything possible for me.

I
 TABLE OF CONTENTS
CONTENTSPAGES

Acknowledgement ……………………………………………………………………...I

Table of contents ……………………………………………………………………..II

List of tables …………………………………………………………………......IV

Chapter I

Introduction ………………………………………………………………….......1

1.1 Background of the study………………………………………………….....1

1.2 Statement of the problem…………………………………………………...3

1.2.1 Research questions …………………………………………………...5

1.3. Objectives of the study …………………………………………………....5

1.3.1 General objectives ………………………………………………….5

1.3.2 Specific objectives ………………………………………………….5

1.4 Significance of the study …………………………………………………..6

1.5 Scope of the study …………………………………………………..6

1.6 Research design and methodology……………………………………….6

1.6.1 Research design …………………………………….……………………6

1.6.2 Population, sampling technique & sample size……………….……...7

1.6.3 Types of data collected ……………….…………………….….............7

1.6.4 Methods of data collection ……………….…………………….…...7

1.6.5 Data analysis method……………….…………………….……………8

II
1.7 Limitation of the study ……………….…………………….……………8

1.8 Organization of the paper ……………….…………………….………..8

Chapter II

Literature review ……………….…………………….……………………….....9

2.1 Public transport service ……………….…………………….……………9

2.2 Owner ship and regulation……………….…………………….…………9
2.3 Augmenting public transport ……………….…………………….……..10
2.4 Customer service ……………….…………………….…………………..10
2.5 Importance of customer service.…………………….………………….11
2.6 Elements of customer service.…………………….……………..........11
2.7 Total customer satisfaction .…………………….………………......12
2.8 The importance of satisfied, loyal customers…….………………......12
2.9 Barriers to quality service …….………………..…….………………....13
2.9.1 Improving customer service…….………………..…….………………15

Chapter III

Data presentation, analysis, and interpretation…….……………………….16

3.1 Characteristics of study population…….………………..…….…………17

3.2 Analysis of the finding of the study…….………………..…….………..18-29

Chapter IV

Summary, Conclusion and Recommendation…….………………..…………..30

4.1 Summary …….………………..…….……………….………………..……….32

4.2 Conclusion…….………………..…….……………….………………..……....33

4.3 Recommendation……………….………………..…….….………..…….……35

Bibliography
List of Tables

III
TABLESPage
Table1: General Characteristics of respondents …….............................................17

Table 2:Accessibility of long public transport service ……....................................18

Table 3: The growth of public transport ……......................................................19

Table 4: Timely arrival of buses ……........................................................................20

Table 5: Capacity of regulatory body ……................................................................20

Table 6: Trip schedule setting by transport authority ……......................................21

Table 7: The service given in the bus terminal ……...............................................21

Table 8: Commitment of regulatory body ……..........................................................22

Table 9: Proportionality of assignment of buses ……..............................................22

Table 10:
10: The location of bus terminal …….............................................................23

Table 11:
11: Levels assigned to the buses ……...........................................................23

Table 12:
12: Remedial action taken when the bus collapsed ……..............................24

Table 13: The tariff charged against luggage’s and transportation …….................24

Table 14:
14: Safety of the buses ……............................................................................25

Table 15:
15: The service offered to customers ……......................................................25

Table 16:
16: 1st aid kit to give service in case of emergency ……........................26

Table 17:
17:The bus owners provide basic necessary goods ……...........................26

Table 18:
18:The convenience of the time the buses leave ……...............................27

Table 19:
19:Sensitivity of the bus employees to passengers ……............................27

Table 20:
20: Entertainment service to reduce boring effect of long journey................28
CHAPTER 1
IV
 INTRODUCTION

1.1 Background of the Study

Transport is one of the complex services which contributes greater

share to the country’s economic development everybody travels whether it be
work, play, and shop or do business. All raw materials must be conveyed from
the land to a place of manufacture or usage, and all goods must be moved
from the factory to the market place and from the staff to the consumer.
Transport is the means by which these activities occur; it is the cement that
binds together communities and their activities. Meeting these needs has been
and continues to be the Transport task (Bell,etal 2006:220-21).

As customers, we use service every day. Turning on a light, listing to the radio
taking on the telephone, taking a bus, getting a haircut or sending clothes to
the cleaners are all examples of service consumption at the individual level..
The higher institution at which we are studying is itself a complex service
organization. In addition to educational service, the facilities at today colleges
and university usually comprise libraries, cafeterias counseling services and
placement offices, a bookstore, photo copying services, telephones and internet
connection on a wide array of service because of the pervasiveness of
Transport “solutions” to Transport problem can be have major influences upon
people’s lives. These influences are reflected in the constraints which society
currently places on the development and evaluation of road proposals; that is ,
generally they must be analytically based, economically sound, socially credible
,environmentally sensitive, politically acceptable and inquiry proof. Meeting these
needs has resulted in the development in relatively recent times of a new
professional area, transport engineering” (Bell, etal, 2006:210-11) .

1
Humans’ first means of transport were walking and swimming .The domestication
of animals introduces a new way to lay the burden of Transport on more
powerful creatures, allowing heavier loads to be hauled, or humans to ride the
animals for higher speed and duration Inventions such as the wheel and sled
helped make animals transport more efficient through the introduction of
vehicles.

In 1960G.C the government implemented a rule that the transport operators

governed to offer the transport service on regulated tariff to serve the people at
reasonable price.

In 1968 G.C the trip routes also determined by the government body. It was not
possible to travel with the chosen route.

Before the Derg regime (1975-1991) the public transport was owned by private
companies there was competition between companies to provide better services
in all aspect to attract their customer.

But during Derg regime which is the socialist system, private buses (property)
transferred to government property.

That socialist political system Transport management had made the public
Transport backward and became poorer and poorer from time to time.

In 1991 G.C after the Derg regime over thrown and the EPRDF controlled the
country, the Transport industry tried to revive, so individuals has come to join
the public Transport industry by forming associations.

Through the Time the Transport Associations are increased and private bus
owners’ Ltd companies also starts emerging.

2
Number of associations and companies of cross-country long distance buses in
Ethiopia are:-

- Private bus owners association- - - - - - - - - - 4

- Private bus owners company- -- - - - - - - - - - - -1
- State owned company - - - - - - - - - - - - -1
Total ------------------------------6

(Source transport authority bus terminal team leader, 2014)

The buses which are leveled 1st, 2nd and 3rd use three bus terminals commonly, the
service offered in all over the country from the capital city of Addis Ababa to
different regions and within the different regions with trip Route schedule approved
by Transport authority and regulated tariff. In Ethiopia there are about 61,000
transport vehicles, which give the public transport service i.e. min-buses, medium
buses and large buses. Of these public Transports the cross-country long distance
buses are about 903 which has 45 and above seats (source: from the discussion
made with the public transport authority representative in main bus station terminal)

Even though the transport association is increased in number, the number of buses
is not increasing in comparison to the diversification of the roads, the population
growth and overall economic growth of the country.

1.2 Statement of the problem

Transport plays an important role for the development of the country. The demand
.
for public transport services in Ethiopia is growing from time to time as the growth
of the Population and economy.

The transport service of fuel trucks has improved by far better than public transport
in Ethiopia. Even though there is a slight growth in public transport, but in
.
comparison to other systems, vis-à-vis the population growth and economic growth, it
is difficult to say there is growth.

3
To improve the public transport sector the regulatory body and public transport

associations need to improve the service but they failed:

To Consider improvement of the capacity of bus stations parallel to the

constant increment of customers’.

To balance the best interest of both parties (customers and bus owners)
during tariff setting.

To give proper training to employees in order to handle customers

properly.

To keep healthy assets /the buses/ properly by providing genuine spare

parts and giving training to maintenance personnel.

Failed to stopunnecessary costs bus owners incur in every journey in

regional Terminals for municipalities and different groups who provide
different Services in the terminals which are not necessary.

To provide Incentives like free of tax and bank loan facilityby negotiating
(preparing good proposal) to the concerned bodies to improve the public
transport sector.

To upgrade the trip schedule with the bus travel during schools opening
and closing

To replace buses which served long years?

Therefore all the above realities initiate the student researcher to explore

problems related to long distance public transport service.

4
1.2.1 Research Questions

To address the above stated problems the student researcher designed the
following basic questions

To what extent the service given in the bus terminals is satisfactory?

How the tariff (price) charged against luggage’sand transportation affect

the public transport service?

To what extent employees are willing to serve customers?

How the capacity of the bus terminals affects the efficiency of the public
transport?

How the the assignment of buses made in relation to the quality of
service they provide affects the service?

1.3. Objective of the study

1.3.1 General Objective

General Objectives of the study was to analyze transport efficiency in cross

country long distance buses from passengers, owners and regulatory bodies’
perspective.

1.3.2 Specific objectives

1. To examine whether or not the service given in the bus terminal is
satisfactory.
2. To study how the tariff (price) charged against luggage’s and
transportation affect the service.
3. To investigate to what extent the employees are willing to serve
customers.
4. To investigate the capacity of the bus terminal efficiency.

5. To examine the assignment of buses in relation to the quality of service they

Provide.

5
1.4 Significance of the study
Efficient long distance public transport service quality can be described as
delivery of excellent or superior service relative to customer expectation. Efficient
service is not only significant to public Transport of cross country long distances
buses, but is a crucial factor to the entire Transport industry in particular and
the economic development of the country in general.

The study will help:-

• The study provides relevant feed back to the public transport associations
in order to improve the service.
• The study service as the base for other researcher who would like to
study the same issue in wider range.
• The study enables the researcher to acquire basic experience and
knowledge about long distance public transportservice .

1.5 Scope of the study

The time delimitation is between 2001-2013 because the regulatory body leveled
buses 1st level, 2nd and 3rd level starting 2011 G.C. more over the previous
year’s available data are insufficient.

The study will be conducted in Addis Ababa main bus station due to time
constraints and centralized transport system

1.6 Research Design and methodology

1.6.1 Research design
The student researcher used descriptive method to conduct assessment of public
transport service in case of cross country buses because the student

6
Researcher found it as the best method to collect information that describes the
problem and the research as it exists.

1.6.2Population
1.6.2Population and Sampling technique:

The target populations of the study werehigh ranking officials of the regulatory
body, frequent customers and top management (employees) of associations who
directly interact with long distance public transport sector. Questions were
distributed for six association’s managers, operation heads, finance heads,
program officers and dispatching officers The total size is 30. Since the size of
the population is manageable all the population are used as respondents and
hence census is used a sampling technique. Concerning high ranking officials of
regulated body the student’s researcher conducted interview for five high ranking
officials using judgmental sampling technique because researcher believed that
they are well informed for the issue raised. While for frequent customers the
student used 30% of the total 159 frequent customers which is about 48
customers using accidental sampling technique.

1.6.3 Types of Data collected:

To make the study fruitful the research used both primary and secondary source
of data. The primary data was collected from primary sources including 48
customers (passengers), 5 regulatory body officials’ and 30 employs of
associations.

The secondary data include all related documents prepared for some other
purpose.

1.6.4. Methods of data collection

To gather relevant data for this study, the researcherprepared both open ended,
close ended questionnaires and interview check list. In order to

7
Triangulate information obtained through questioners and Interview conducted
with officials of regulatory body. The secondary data collected from company’s
annual report, manuals and other related data.

1.6.5 Data Analysis method:

The data which was collected using questionnaires are quantitative and analyzed
using descriptive statistics like frequencies and percentages. On the other hand,
qualitative data collected through interview and document review analyzed
qualitatively in a synchronized ways

1.7 limitation of the study

There were some factors that influenced the research not carried out as
expected, some of these factors were the respondents were not wiling’s to fill
the questionnaires, when they filled the questionnaire some questions did not
fully answered, moreover, the questionnaire did not returned on time .regarding
of the availability of comprehensive and relevant data and literature is another
problem. Despite all these limitations, the researcher has tried to demonstrate
that the problem and research questions for this particular study were worth
answering.

1.8 Organization of the paper

The study has incorporated 4 chapters. The first chapter includes introduction
part which consists of back ground of the study, statement of the problems,
research questions, and the objective of the study, the research designed and
methodology. The second chapter is review of related literature and 3rd chapter
Data analysis, presentation and interpretation. The 4th chapter includes summary
CHAPTER 2
and conclusion and recommendation.

8
 CHAPTER 2

LITERATURE REVIEW

2.1 public transport services

Transport because of its pervasive nature occupies a central position in the

fabric of a modern day urbanized nation. To understand this it is useful to
consider how today land transport system, and particularly its road system, has
developed over time. In most countries, this has been a story of evolutionary
change with new transport developments replacing to old in response to
perceived societal and economic needs .how people live and work has also
changed as consequence of improvements in life style and in transport
capacities what can be said with certainly about the future is that these
interactive changes will continue and that it will be task of the transport planner
and traffic engineer to cope with them (bell, etal ,2006:2)

Transport engineering applies technological and scientific principles to the

planning, national design, operation and management of feasibility for any mode
of Transport in order to provide for the safe ,rapid , comfortable, convenient,

Economic and environmental compatible movement of people and goods (Ibid).

2.2
2.2 Ownership and regulation

Public transport operations may be in public or private ownership and may be

subject to varying degrees of regulations. In most countries, public transport
operation is either publically owned or are subject to strict control on what
revels of fares and service may be provide. In either case usually only single

9
Operator has control of whole area. This was broadly the position in Britain until
1985, and is still the position in many countries. This may be referred to as a
planned approach to the provision of public transport services (Bell ,etal
,2006:210).

2.3
2.3 Augmenting Public transport

While it recognized that the share of public transport in India is considerable

higher than that in most developed country (about 50 % in most large cities) the
cause for concern is the declining share. Among the major reasons has been:

- The inability of public transport operator to keep pace with the increasing
demand.
- The deteriorate quality of service arising out of continued losses and
- In adequate capital generation for capacity augmentation.
- Another problem has been the relatively little concern for consumer
satisfaction. In most cities government owned agencies operate and manage
public transport services. Given the virtualmonopoly that public sector services
providers enjoy, service planning has been largely dominated by the dictates
of operating convenience rather than by consumer convenience. With fares
and tariffs not linked with cost of operation, there is little incentive for the
service providers to improve efficiency. In addition being public center
concerns, the emphasis on commercial orientation is limited, as a result,
rider- ship changes and costs operation are not concerns of management.
Thus, a change in the incentive regime is necessary to ensure attention to
consumer satisfaction.

2.4
2.4 Customer service
Customer service is the way logistics interface with marketing and such represents the
output of the firm’s entire logistics effort. The level of customer service provided has a
direct impact on the company’s market share, costs and by implication, its profitability.

10
Yet despite the importanceof customer service to the overall success of the
organizations marketing strategy, managers often don’t understand the crucial
role that logistics plays in keeping customers happy (Gourdin ,2003 :40-41).

2.5
2.5 Importance of customer service

There are few companies that do not recognize the importance of the provision
of good customer service. But, why is it so important? There are many different
answers to this question, Ranging of customers’ Expectations to the similarity of
the basic products that are offered .one way of considering customer service is
to differentiation between the core product itself and the service elements related
to the product(Rushton 2006:34).

2.6
2.6 Elements of customer service

Dependability: - in the form of product availability; that is, the items is on the
shelf when the customers want to purchase it. It may also refer to such things
as meeting promised delivery dates, Filling order correctly, and providing
accurate billing statements. The firm can be relied upon to do what it claims it
will do.

Time: - how long it takes for the goods to be delivered after the order has
been placed. The emphasis today in many developed markets is on speed, the
faster the better.

Convenience: - deals with things like ordering accessibility, hours for pickup and
delivery, frequency of sales calls, technical assistance, and after sales services.

Communication:
Communication:- encompasses activates like cargo tracing answering customers
inquires, billing and information management. Federal express and ups both
relay on extensive proprietary communication systems that allow carrier

11
Personnel to tell shipper exactly where a given piece of cargo is in
transportation process.

. Honesty: implies that the company keeps the promise it makes to its
customers. Pledging more than can be delivered virtually guarantees that
customer will be dissatisfied. So managers must be careful not to overstate
customer’s service levels when there may be considerable pressure to do so
(Gourdin,2003 ;41-42).

2.7 Total Customer Satisfaction

Whether the Buyer is satisfied after purchase depends on the offer’s

performance in relation to the buyer’s expectations. In general satisfaction is a
persons’ feeling of pleasure or disappointment resulting from comparing products
perceived performance (or outcome) in relation to his or her expectation. If the
performance falls short of expectation the customer is dissatisfied. if the
performance matches the expectations, the customer is satisfied. If the
performance exceeds expectations, the customer is highly satisfied or delighted
(kotler 2006:144).

2.8
2.8 The importance of satisfied, loyal customers

Without satisfied and loyal customers, a company slowly dies. It may not detect
this slow death form customer complaints, because customer’s may be silently
defecting rather than taking the effort to complain to the dying company.

The case for totally satisfying and delighting target customers is clear. Numerous
studies have established strong links between efforts to delight customers, and
company profitability and stock price, (schieffer 2005:185).

12
Barriers
2.9 to Quality customer Service

There are a number of impediments to provide quality customer service on a

continuous basis some of these variables are controllable by management, some
are not.

Controllable Factors:
Factors:

Lack of customer segmentation: some firms offer all customers the same level
of service. This strategy could result from a conscious decision by management,
but it may also reflect, a lack of appreciation for customers’ needs. The fact is
that all customers should not necessarily receive the same service .Any
organization has a small number of customers that Generate a Large share of
corporate revenues. In-fact, praetor’s law (also known as the 80/20 rule) states
that 80 percent of the firm’s profits come from 20 percent of its customers.
Management would probably do virtually anything to keep these people happy.

Most buyers will not fall in to this category; management want to satisfy this
group as well, but they simply do not enough to warrant the higher service
levels provided to the company’s most important customers. When only one
level of service is offered, it often tends to be high.

Misuse as selling tool:

Better customer’s service is promised as an incentive to close a sale. Faster

delivery, liberal return policies, or other benefits may be offered even though
they are not, on fact, a part of the firm’s customer’s service strategy. This
misuse of customer’s service virtually guarantees customer dissatisfaction since
the firm may be unable or unwilling to keep those promises.

EMPLOYEES:Haring unqualified workers and insufficient employee training can

both lead to poor customer’s service. Competent people must be employed and
educated thoroughly in the firm’s customer’s service philosophy. They must know
what their responsibilities are and what actions they empowered to take in

13
Order to satisfy the customers. Workers must thoroughly understand what
management expects of them so that customers can be treated accordingly.

Uncontrollable factors:

Unfortunately, despite management’s best procedures and intentions, customers

may still be dissatisfied .Factors outside the control of the organization can also

bear on the buyer’s overall assessment of their experience.

CUSTOMERS:Sometimes customers can seem like their own worst

enemies .They don’t follow directions, comply with procedures, or generally
do what they are supposed, to do. In other words, individual traits,
characteristics and experiences can also influence the buyer’s perception
of Satisfaction. Unfortunately if the customer is having a bad day he or
she may end up feeling dissatisfied regardless of the institutions
intentions.

OTHER CUSTOMERS:In instances where many customers are

present, the number and behavior of other can impact one’s level of
satisfactions.

EMPLOYEES:works can have bad days just like customers .though

indoctrinated to behave a certain way, they can occasionally let their
emotions override their training with respect to customers treatment

SCRIPT:A script describes a typical sequence of behavior a customer

must undertake to accomplish a task at a particular business. It is rarely
written down; the customer is expected simply to know what to do based
on experience or observing other .If the script is too confusing or difficult
To understand, however, customer dissatisfaction may result (Gourdin,
2003:47-50).

14
2.9.1
2.9.1 Improving Customer Service Performance

There are several things managers can do to improve the customer service
offered by their firm.

Understand customers need:It is absolutely essential that

management learn what services their customers most value and how
much are willing to pay for those amenities. In variably , this sort
research will show that all customers don’t seek the same thing .These
efforts will, in turn ,give managers the information needed to conduct an
ABC analysis where by customers can be categorized based upon the
profit they provide to the firm .Customer service strategies can then be
developed meet these specific needs.

Monitor service delivery:

delivery - because the uncontrollable variables
discussed earlier can upset the best laid plans, mangers must seek
constant customer feedback in order to ensure that service deficiencies
are quickly identified and corrected. Customer’s survey and interview can
provide use full insights, as can personal experience.

Train employee: -employee must understand what the firm’s customer

service strategies are so that they know what their role is implementing those
plans. Very often, the only interaction the customer has is with the front-line
worker: the vehicle operator, order taker, or clerk. Therefore, for Many
customer, the company are represented by the lowest ranking people in the
entire organizational .It is crucial that these employees Understand the critical
role they play in providing customer satisfaction and receive the training
necessary to carry out their tasks.
Top management must also give these Customers contact workers the
freedom and authority to take whatever action they deem necessary to keep
the customer happy (Gourdin, 2003:50).

15
 CHAPTER 3

DATA PRESENTATION, ANALYSIS AND INTERPRETATION

Summary of Employee’s responses on assessment of public Transport service

service in
case of long distance Cross
Cross Country buses

This chapter is concerned with the presentation and interpretation of the

gathered data through questionnaires and interview on assessment of public

Transport service in case of long distance cross Country buses.For research

credibility purpose 30 copies were distributed to top management of

associations, 48 copies were distributed for frequent customers, and Interview

has been administrated for 5 high ranking regulatory body officials.

Distributedquestioners for top managements of associations and customers

didnot return timely. Even though they do not respond quickly analysis of the

primary data was therefore made based on the information acquired late.

Following this, the gathered data were edited, coded, classified, analyzed and

carefully interpreted.

General Characteristics of respondents

Next table shows some demography Characteristics of the respondents which

consist of Gender, age, education & years of service.

16
 Table 1 General
General characteristic of respondents

Variables Respondents
No No Percentage

Gender

1 Female 37 73
Male 21 26.9
Age
 18- 25 years 5 6.4

2  26-32 years 31 39.7

 33-39 years 26 33.3
 40-46 years 13 16.6
 Above 46 years 3 3.8
Back ground
 High school graduate 25 32.1

3  Diploma 38 48.7
 Degree 15 19.2
 Master degree
Length of service
 Less than 1 year 3 10

4  1- 3 years 4 13.3
 4-5 years 8 26.6
 More than 5 years 15 50

Total 78 100 %

Source of data collected through the questionnaire

From the above table 1 item 1 regarding gender composition57(73%) are female
and 21 (26.9%) of the respondents are male. it can be seen that equally
distribution of gender has not been given.
With regard to age of respondents 5(6.4%) fall within the range of 18 to 25,
while31 (39.7%) fall between 26-32,26(33.3%) fall within 33 to 39,13(16.6%) fall
within 40 to 46 and the rest 3.8 % fall above 46. From this it can be seen

that most respondents are energetic and easily capable to adapt with any types
of change in long distance public transport
17 sector.

Regarding educational level, 25 (32.1%) of employees are high school

graduates, 39 (48.7%) of employees have got diploma and 15 (19.2%) have got
first degree. From these can be seen a lot has to be done to build employees
capacity.

Regarding length of service of employees 3 (10%) serve less than one year,4
(13.3%) of employees serve less than 3 years,8 (26.6%) employees served than
5 years and 15 (50%) of employees served more than 5 years.

From the above it can be deducted that most workers stay in the company for
the long period. As a result they can identify the problem associated with public
transport service.

Table 2Accessibility of long public transport service

How do you rate Employees Customers

accessibility of the Response response
existing long public
Number Percentage Number Percentage
transport service
Very good
Good 2 6.3
Moderate 11 31.5 7 14
Poor 7 21.9 15 31
Very poor 10 34.4 26 54
Total 30 100%
100 48 100%
100

Source of data collected through the questionnaire

As depicted in table 2 employees were asked with regard to accessibility of the
existing public transport service in case of cross country buses and replied as
follows 34% 22% and 38 % replied very poor ,poor, Moderate and good
respectively . As portrayed in the above table Customers were also asked with

18

Regard to the existing long distance public transport service in case of cross
country buses and replied as follows 54% , 31% and 14% replied very poor ,
poor and moderate respectively . On the other hand data obtained through
interview reveals that the accessibility of the existing public transport is not
good.

From these one can infer that majority of the respondents respond poor about
the existing long public transport service.
24

18
Table 3 the growth of public Transport

The growth of public transport in Employees

comparison to other transport system is Response
good Number Percentage

Strongly Agree
Agree 3 9.4
Moderate 4 14
Disagree 7 21.9
Strongly Disagree 16 52
Total 30 100%
100
Source of data collected through the questionnaire

As shown in the above table questions were asked with regard to the growth of
public transport in comparison to other transport system and employees replied
as follows 52% 22%,14% and 10% strongly disagree, disagree, moderate and
agree respectively about the growth of public transport in comparison to other
 transport system. On the other hand interview has been conducted with high
ranking officials of regulatory body and the data gathered through interview show
that the growth of public transport system is not good.

Table 4 Timely arrival of buses

The timely arrival of the buses Employees Customers
to their destinations is good Response response
Number Percentage Number Percentage
Strongly Agree 3 9.4
Agree 4 12.5
Moderate 5 15.6 6 12
Disagree 9 31.3 16 34
Strongly Disagree 9 31.3 26 54
Total 30 100%
100 48 100%
100

Source of data collected through the questionnaire

Furthermore, Employees were asked about timely arrival of buses to their

destination and replied as follows 31% , 31% , 16% , 13%, and 10 % replied
strongly disagree , disagree , Moderate ,agree and strongly agree respectively .
Customers respond to the same question 54%,34% and 12% strongly disagree
,disagree and moderate This is safe to deduce the buses do not arrive at their
destination on time .

Table 5 capacity of regulatory body

How do you rate capacity of Regulatory

Number Percentage
body to implement rules and regulations
Very good
Good
Moderate 4 12.5
Poor 8 28.1
Very poor 18 59.4
Total 30 100%
100

Source of data collected through the questionnaire

 Employees respond about the capacity of regulatory body to implement rules
and regulations and replied as follows 60%, 28%, 13% strongly disagree ,
disagree and Moderate respectively .while interview administered with regulatory
body offcialsThis
Body is possible
official’s revels that thetocapacity
concludeofthat
the Majorityof
regulatory body to implement rules
and regulations is weak.

20

Table 6 Trip schedule setting by Transport Authority

Trip schedule setting by transport authority

Number Percentage
is convenient
Strongly Agree
Agree 3 9.4
Moderate 4 14
Disagree 7 21.9
Strongly Disagree 16 52
Total 30 100%
100
Source of data collected through the questionnaire
Employees respond about the trip schedule setting by the transport authority and
replied as follows 52 %, 22%,14% and 9%, strongly disagree , disagree ,
moderate and agree respectively this is possible to infer that majority of the
respondents disagree about the convenience of trip schedule setting by transport
authority.

Table 7 The service given in bus terminal

How do you rate the service given in the

Number Percentage
Buses terminal
Very good
Good
Moderate 4 12.5
Poor 8 28.1
Very poor 18 59.4
Total 30 100%
100%
Source of data collected through the questionnaire
 The next question raised to employees is about the services given in bus
terminals were replied as follows 59%, 28% and 13% replied very poor, poor
and moderate respectively. This indicates that significant number of the
respondents dissatisfied about the service given in buses terminal.

21

Table 8 Commitment of regulatory body

regulatory body is committed to improve the

public transport system Number Percentage

Strongly Agree
Agree
Moderate 4 13
Disagree 4 13
Strongly Disagree 22 73
Total 30 100 %
Source of data collected through the questionnaire
Table 8 indicates that 73% of the respondents strongly disagree by regulatory
body commitment to improve the public transport system, 13%of the respondents
disagree from this analysis. Therefore the researcherinferthat respondents
disagree about the regulatory body commitment to improve the public transport
system.

The assignment of Employees Response Customers response

buses in relation to the
number of customer is
Number Percentage Number Percentage
proportional

Strongly Agree
Agree 3 9.4
Moderate 3 9.4 6 12
Disagree 10 34.4 13 28.1
 Strongly Disagree 14 49.9 29 59.4
Table 9 Proportional
Total 30 100 % 48 100%
100%

As shown in the above table, out of the total respondents 84% ( 49.9 % +
34.4% ) Employees respond disagree about the assignment of buses in relation
to the number customers while customers replied 59%, 28%,12% strongly
disagree , disagree and moderate respectively. on the other hand the data
obtained through interview revels that the assignment of the buses in relation to
the number of customers is not proportional
22 This implies that majority of the
respondents respond the assignment of buses in relation to the service they
provide is not proportional .

Table 10 The location of bus terminal

The location of bus Employees
terminals is convenient Response Customers response

Number Percentage Number Percentage

Strongly Agree
Agree 2 6.3
Moderate 5 15.6 4 9
22
Disagree 8 25 23 46.9
Strongly Disagree 15 50 21 43.8
Total 30 100 % 48 100%
100%

Source of data collected through the questionnaire

 As illustrated in the above table employees respond about the location of bus
terminals 50%, 25% ,16% and 6% strongly disagree , Disagree , Moderate while
customers respond 9%, 47% and 44% strongly disagree , disagree and
moderate respectively . on the other hand interviewee respondas per the data
gatheredthe location of the bus terminal is not convenient. From this student
researcher infer that the location of bus terminals is not good .

Table 11 levels assigned to the buses

How do you rate the Employees

level s assigned to the Response Customers response
buses in relation to the
quality they provide Number Percentage Number Percentage
Very good
Good 9 12.5
Moderate 9 31.3 10 20.8
Poor 8 25 11 21.9
Very poor 4 31.3 27 56.3
Total 30 100%
100% 48 100%
100% As presented in the a
assigned to the bus
Source of data collected through the questionnaire
replied as follows 31%
Source of data collected through the questionnaire
77% Customers also re
23 relation to the quality
obtained through interv
the quality of service t
infer that respondents
quality of service they p
Table 12 Remedial action taken when thebus collapsed

The remedial action Employees Customers response

taken if the bus Response
collapsed is good Number Percentage Number Percentage

Strongly Agree
Agree 1 3.1
Moderate 1 3.1 5 10
Disagree 13 48.3 14 30
Strongly Disagree 14 46.9 29 60
Total 30 100 % 48 100%
100%

Source of data collected through the questionnaire

 As shown in the above table almost all of the respondents strongly disagree
about the remedial action taken if the bus collapsed. On the other hand the
gathered data through interview shows that the regulatory body officials strongly
disagree about the remedial action taken if the bus collapsed. From this analysis
one can infer that significant no of respondents are dissatisfied.

Table 13 The tariff charged against luggage’s and Transportation

The tariffs (price) Employees Response Customers response

charged against
luggage’s transportation
is generally fair Number Percentage Number Percentage

Strongly Agree 4 9
Agree 14 15.6
Moderate 11 15.6 11 21.9
Disagree 5 36.5 11 21.9
Strongly Disagree 14 46.9 8 28.1
Total 30 100 % 48 100% As it is observ
Source of data collected through the questionnaire (price) charged

24 interview about
that the price is
charged against
Data presentation, analysis and interpretation Analysis and
interpretation of customers
customers’ response on the Assessment of
public transport service in case of cross country buses

Table 14 Safety of the buses

How do you rate safety of the buses (chair,

place, gaps, windows and air condition Number Percentage
etc.…..)
Very good 27 56.3
Good 10 16.6
Moderate 11 21.9
Poor
Very poor
Total 48 100 %

Source of data collected through the questionnaire

 Table 15The service offered to customers

As shown in the above table the question raised to customers was about the
safety of buses and replied as follows 22%, 17% and 56% replied very good,
good and moderate respectively about the safety of buses. The student
researchers from this deduce that the majority of the respondents Agree with
regard to safety of the buses.

How do you
you rate the service offered to customer
Number Percentage

Very good
Good
Moderate 7 14
Poor 11 22
Very poor 30 63
Total 48 100 %
Source of data collected through the questionnaire
25
As portrayed in table (15) Customers were asked with regard to the service
offered to customers and the respondents replied as follows: 63 %, 22 % and
14% replied very poor,poor,and moderate respectively. This is safe to deduce
that the majority of the respondentsdisagree with regard to the service offered to
customers.

Table 161st aid kit to give service in case of emergency

The buses are well furnished with 1st aid kit

to give service in case of emergency Number Percentage

Strongly Agree
Agree
Moderate 4 9
Disagree 10 20
Strongly Disagree 34 70
Total 48 100 %
Source of data collected through the questionnaire
The 16thquestion raised to customers were about whether the buses are well
furnished with 1st aid kit to give service in case of emergency and replied as
follows 70%, 20% and 9%, strongly disagree, disagree and moderate
respectively. This implies that majority of the respond strongly disagreeabout the
10th question raised.

Table 17The bus owners provide basic necessary goods

The bus owners provide basic necessary

goods like soft drink ,packed water to drink Number Percentage
,fruits and the like
Strongly Agree
Agree
Moderate 6 12
Disagree 15 31.3
Strongly Disagree 27 56.3
Total 48 100 %
Source of data collected through the questionnaire
The question which was asked as 17th variable was with regard to Customers
about whether the bus owners provide26 basic necessary goods like soft drink ,
packed water to drink ,fruits and replied as follows 56%, 31% and 12% replied
strongly disagree, disagree and Moderate respectively . From this
this the student researcher infer that majority of the respondents disagree about
the service provided by bus owners.

Table 18 the convenience of the time the buses leave

The buses leave the station at the

convenient time for the passengers Number Percentage

Strongly Agree
Agree
Moderate 7 14
Disagree 9 19.4
Strongly Disagree 32 65.6
Total 48 100 %

Source of data collected through the questionnaire

Beside the above questions, the 18th question which raised to customers was
weather the buses leave the station at the convenient time for the passengers
and replied as follows 66% , 19% and 14 % replied strongly disagree ,
disagree and moderate. From this one can deduce that almost all of the
respondents strongly disagree about the time the buses leave the bus station.

Table 19sensitivity of bus employees to passenger’s

The driver and other service providers are
sensitive to passenger safety Number Percentage

Strongly Agree
Agree
Moderate 14 29
Disagree 16 34
Strongly Disagree 18 38
Total 48 100 %

Source of data collected through the questionnaire

27
As depicted in table 13 customers were asked regard to the driver and other
service providers sensitive to passenger safety and replied as follows 38% ,
34% and 29 % replied strongly disagree , disagree and moderate respectively
. This is safe to infer that majority of the respondents disagree about the driver
and other service providers sensitive to passenger safety.

Table 20 entertainment service to reduce boring effect of long journey

To reduce the boring effect of long journey

there is entertainment
entertainment service like film and Number Percentage
music etc.

Strongly Agree
Agree
Moderate 10 20.8
Disagree 17 35
Strongly Disagree 21 43
Total 48 100 %
Source of data collected through the questionnaire
The question which arises to customers were about whether there is
entertainment service to reduce the boring effect of long journey replied as
follows 43 %, 35% and 21% replied strongly disagree , disagree and moderate
respectively. This indicates that significant number of the respondents disagree
with the entertainment service given during long journey.

Analysis and interpretation of Transport Authority high ranking official’s

Interview response on the assessment of public transport service in case
of cross country buses

In the following sectionthe response given for the interview conducted for
Transport Authority high ranking officials is analyzed.

28
Question 1.
1 What do you say about the availability of proper maintenance service?
Furthermore interview conducted for high ranking officials of regulatory bodies
was about the availability of proper maintenance service and replied there is no
proper maintenance service. From this the student researcher infers that proper
maintenance services are not available.

Question 2.How do you see the tax incentives given by the government to
make the public transport looks modern ?
The next interview conducted for regulatory body officials was with regard to
whether the tax incentive given by the government to make the public transport
look modern is satisfactory or notand respond that the incentives are not
satisfactory. From this one can deduce that majority of the respondents respond
the tax incentive
Question 3. Howis do
notyou
adeuate.
see the bank loan facility availability?

Data gathered through interview with regulatory body officials about the Bank
Interview conducted with regulatory body officials revels that the loan facility

Question 4. How do you see the administration of bus terminals by transport

authority?
availability is not good. From this analysis the student researcher infer that the
Bank loan facility availability is not satisfactory.

Beside the previous interviews the next question administered to regulatory body
officials was about the administration of bus terminals by transport authority and
replied it is not good. From this the student researcher infers that administration
of bus terminals by transport authority is not satisfactory.

29

CHAPTER 4

Summary of findings, conclusion and recommendation

4.1 Summary of major findings

Questionnaires were distributed for the concerned parts to give their suggestion
about the assessment of public transport service in case of cross country buses
efficiency. Based on participant’s responses the following findings are found.

56 % of employees and 41 % of customers responses fall in the

category disagree to strongly disagree about the accessibility of existing
long distance public transport service.

74 % of employees respond about the growth of public transport in
comparison to other transport system is not good.On the other hand
interview was administered for regulatory body high ranking officials and
 the data gathered revels that official said that the growth of public
transport in comparison to other transport is not good.

With timely arrival of the buses to their destination 63 % of employees
and 88% of customer’s response fall is the categories disagree to strongly
disagree about the timely arrival of buses to their destination.

87% employeesrespond disagreeaboutthe capacity of regulatory body to
implement rules and regulation. The same question was conducted
through interview for regulatory body high ranking official and their
response revels that the capacity of regulatory body to implement rules
and regulations is weak.

74% of employees respond about the trip schedule setting by transport
authority is not convenience.

88 % of employees rate the service given in the bus terminal poor.

73 % employees disagree about regulatory body commitment to improve
public transport system.

84% of employees and88 % of
30 customers respond disagree about the
assignment of buses in relation to the number of customer’s
proportionality. on the other hand interview is administered to the same
question to regulatory body high ranking officials and confirm that the
assignment of buses in relation to the number of customers is not
proportional.

75% of employees and 94% of customers respond disagree about the
location of bus terminal convenience. on the other hand interview
conducted for regulatory body officials confirm that the location of the bus
terminals is not convenience .

56% of employees and 78% of customers respond about the assignment
of buses in relation to the quality of service they provide is not
good.Regulatory body officials also proved that the assignment of buses in
relation to the quality of service they provide is not right.

95 % of employees and 80 % of customers said that they do not agree
about the remedial action taken if the bus collapsed. interview conducted
to regulatory body official also confirm that the remedial action taken if
the bus collapsed is not satisfactory .

84% employees 38% customers disagree about the tariff (price) charged
against luggages and transportation. Regulatory body officials interviewed
proved that the tariff (price) charged against luggages and transportation
is not fair.

56 % of customers respond very good concerning the safety of buses
(Chair, place, gaps, and windows air condition).

89 % of customers rate the service offered to customers poor.

90% of customers respond about 1st aid kit with in the buses to give
service in case of emergency are not well furnished.

87% of customers respond with31 regard to the basic necessary goods like
soft drink, packed water, fruits and the like that bus owners do not
provide adequately.

85% customers disagree about the convenience of the time buses leave
the station.

72 % of the customers replied that the drivers and other service providers
are not sensitive to passenger safety.

78 % of the customers disagree about the entertainment service given in
the buses to reduce the boring effect of long journey.

Furthermore interview was conducted for high ranking officials of
regulatory body concerning the availability of proper maintenance and
replied that there is no proper maintenance service.
beside the above interviewed questions the next question addressed to
high ranking officials of regulatory body was about the tax incentive given
by the government to make the public transport look modern and
 accordingly the response of the interview that the incentives given by the
government is not as such satisfactory .

Regulator body officials interviewed about the bank loan facility availability
replied it is not satisfactory.

Finally the last interview conducted to high ranking offcials of regulatory
body was about the administration of the bus terminal by the transport
authority and accordingly replied the administration of the bus terminal is
not good.

4.2
4.2 CONCLUSION 32

The researcher findings from questioners distributed for top management of

associations, frequent customers and interviews conducted with regulatory body
high ranking officials show that:

The accessibility of the existing long distance public transport service is not
satisfactory .

The growth of public transport in comparison to other transport system is yet
back ward.

The buses do not arrive to their destination on time.

The capacity of regulatory body to implement rules and regulation both
financially and in human resource aspect is weak .

The trip schedule setting by transport authority is not convenient.

The bus terminal service is poor. Even through our country is poor it is
possible to use in a better way the existing resource.

The regulatory body commitment to improve the public transport is not
satisfactory.

The assignment of the buses in a relation to the number of customers is
not proportional.

The location of the bus terminals is not convenient to passengers.

Theassignment of the buses in a relation to the quality of service they
provide do not much.

The remedial action taken if the bus collapsed is not satisfactory.

The tariff (price) charged against luggages and transportation is not fair.

The safety of the buses (chair, place, gaps, windows and air conditioner) is
good.

The service offered to the customers is not satisfactory because employees
do not handle their customers appropriately.

33

1st aid kits are not well furnished in the buses

The bus owners do not provide the basic necessary goods like soft drink,
packed water, fruits adequately.

The time buses leave the station is not convenient.

Service providers are not sensitive to passenger’s safety.

Entertainment services are not given in the buses to reduce the boring
effect of long journey.

Proper maintenance services are not available.

The bank loan facility availability is not satisfactory.

Administration of the bus terminal by transport authority is not good.
4.3 Recommendation 34

Transport plays important role for the development of the economy.

Public transport service also contributes its own share for the development of
the economy and as a whole for the country, if the service is properly
managed.

In this study it has been seen most of the variables that has strong relationship
with the public transport service dissatisfied the customer which affects the
whole public transport service.

Therefore the government, bus owners and managers should focus on the
variables.i.e. capacity of the regulatory body ,tariff setting , employees
competency , expenses incurred in regional terminals ,incentives given to
improve the sector etc..in order to make change on public transport service.
 As the growth of the country’s economy, social and political systems, transport
also should grow simultaneously so that the transport service given to the
people will satisfy the users. Since public transport gives services to the people
it needs care to minimize problem that comes from old age of the buses.

Public transport services growth in comparison to other transport system it is

less competent. To improve the public transport systems the sector must be free
from regulated tariff.

The costs or expenses incurred in regional terminals for different regions will
increase the operator cost which directly affects the incomes of the owner or
companies and also it has impact on tariffs. To make smooth and minimize the
operators cost the concerned part should manage bus terminalsbased on rules
andregulations so that it will be possible to avoid unnecessarycosts.

35
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anagement 1st edition new deheli,

Balaji B, (2002), Service Marketing and Management
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Rajendra and Ravinda printers Pvt ,Ltd

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Transport Planning Engineering, 1st edition,
Planning and Traffic Engineering,

Elsevier ,advisor of Reed Elsevier India private limited , new Delhi

Kolter , Philip (2006). Marketing Management,

Management, the millennium edition,

Printice- Hall of India Pvt .Ltd, New Delhi

K.SinghSanjoy,Revew
Revew of Urba
Urban
rban Transportation in
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Technology Kanpur , Journal of public transportation,, vol. 8 , no 1 ,2005 .

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Point Service Marketing People

technology,strategy ,5th edition perarson education ,Singapore.

N. Gourdin Kent, Global logistics management competitive advantage for the

newnew millennium (school of business and economics college of
Charleston, 2003)

Schieffer,Robert (2005). Ten key customer insights unlocking the mind of the

market, an imprint of Thomson ,south western ,part of the Thomson

corporation.
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 St. Mary University

Faculty Of business

Department Of Management

Questionnaires to be filled By Employees

Dear respondent,

This questionnaire is prepared by 4th year management student, The purpose of this
questionnaire is to gather information needed to produce a paper in title << The
assessment of public transport service in case of cross country buses >> which is a
requirement for partial fulfillment of BA degree in management. The data obtained from
you will be treated as aggregate and will be kept secret. There for feel free to respond
honestly.

Instruction

No need of writing your address

For close ended questions answer by putting a tick mark in the box.

For open ended questions give your answer on the space provided.

Thank you in advance for your caption

Part I Back ground of respondents

1. Name of the transport association or company

Abay 1st level Hidase 1st level Awasheshet 2nd level Waliya intercity Bus
rd
Fetan 3 level
2. The respondents position in the company or association
ManagerOperation HeadAdministration and finance head Safety Unit head
3. Years of service in public transport
Below 5 years 5 to 10 years 11 to 15 years 16 to 20 years Above
20 years
4. Qualification 12 Grade Complete or less Certificate or Diploma
st
1 degree or above

5. Can you tell us what age range the buses fall in to?
. Below 5 years
. 5 to 10 years
. 11 to 15 years
. 16 to 20 years
. Above 20 years
 Part II questions related to public transport service

1. How do you rate the existing long public transport service

Very good Good Neutral poor Very poor

2. How do you see the growth of public transport in comparison to other transport system

Very good Good Neutral poor Very poor

3. How do you see timely arrival of the buses to their destinations

Very good Good Moderate poor Very poor

4. How do you rate capacity of Regulatory body to implement rules and regulations

5. Tariff
Very good setting
Goodby the governmentpoor
Moderate is fair Very poor

Trip
5. schedule setting by transport authority is convenient

Somehow agree Neutral disagree Somehow disagree

6. Buses terminal service is satisfactory

Somehow agree Neutral disagree Somehow disagree

7.Regulatory body is committed to improve the public transport system

Somehow agree Neutral disagree Somehow disagree

The assignment of buses in relation to the number of customers is proportional

8.
Somehow agree Neutral disagree Somehow disagree
The location of bus terminals is convenient
9
Somehow agree Neutral disagree Somehow disagree

The levels assigned to the buses in relation to the quality of service they
10.
provide
Very good Good Moderate poor Very poor

The remedial action taken if the bus is collapsed

11.
Very good Good Moderate poor Very poor

The
12. tariffs (price) charged against luggage’s
Fair unfair

13. Anything you want to say about public transport

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 Interview Check list

1. How do you see the existing long public transport service?

2. How do you see the growth of public transport in comparison to other transport system?

3. What do you say about the availability of Proper maintenance service?

4. How do you see the tax incentive given by the government to make the public transport look

modern?

5. How do you see the Bank loan facility availability?

6. How do you see the administration of bus terminals by transport autority?

7 How do you see the assignment of buses in relation to the number of customers is

proportional?

8 How do you see the location of bus terminals is convenient?

9 How do you see the levels assigned to the buses in relation to the quality of service
they provide?

10How do you see the remedial action taken if the bus is collapsed?

11How do you see the tariffs (price) charged against luggage’?

12. Anything you want to say about public transport

Declaration

Advisee’s Declaration

I, the undersigned declare that this senior essay/project is my original work, prepared under