ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION (A CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK ENUGU ROAD NSUKKA, ENUGU STATE)

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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

Title page

Certification page

Dedication

Acknowledgement

Table of contents

List of table

Abstract

CHAPTER ONE:

Introduction

1.0 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

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ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION (A CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK ENUGU ROAD NSUKKA, ENUGU STATE)

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