ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION

(Business Administration and Management)
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
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 onduration 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 whetherdrivers 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 patronizesomewhere else              
Table 4.2.4           Distribution of respondents  on their opinion of the problemfacing 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 hasadequate 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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