Road Transportation Management And Customers Satisfaction

ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION

(A CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK, HOLY GHOST ENUGU).

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, supplies, consumers and consumers. 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 the 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 table and used simple percentages to analyze the data obtained. The findings of the research among other were that road transportation is very essential for the movement of goods and people. Inefficient rods all over the country make commuters uncomfortable. Lack of maintenance culture by  drivers always result in breaking down of the vehicles and poor services rendered to customers causes dissatisfaction. The researcher recommended that goods roods must be put in place to address the situation. Regular maintenance of vehicle and roads and provision of quality customer services that will satisfy the customers 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 fests day line  Christmas are also recommended as incentives and motivational tools.

4.  prefencial systems of payment

CHAPTER ONE

INTRODUCTION

Background of the Study

Road Transportation is a necessary end right form 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 without 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.

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, customers 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.

Statement of the Problem

Poor road transportation management is one major problem that is affecting the growth of the economy. Poor road transportation on management has led to the ineffectiveness and collapse of the Nigeria 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 characterized by heavy duty lorries overworking the road system and the resultant effect is damages of roads causing accident 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 system 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 of monitor or regulate the speed of vehicle, lack of clean vehicle, 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.

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 the customers.

The specific objectives includes:

To explore the operation of road transportation management in Nigeria as regard to peace mass transit.

To identify the problem of road transportation management in Nigeria.

To determine the contribution obtained form effective road transportation management in Nigeria.

To determine the contribution obtained   from effective road transportation management in Nigeria.

To identify the impact of road transportation on the Nigerian economy.

To make useful recommendation to road transportation management in Nigeria.

Research Questions

1)          Does road transportation management play any important role in the movement of goods and services?

2)          Are commuters satisfied when there is breakdown of vehicles on the high way?

3)          Are commuters satisfied when they do not reach their destination as schedule?

4)          Are commuters satisfied when drivers is at high speed limit?

5)          Does peace mass transportation company have adequate modern technology and infrastructure to the satisfaction of customers.

Significant of the Study

This study will be useful to many sectors of the Economy, as little research glass 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.

Scope of the Study

This research work covers the road transportation system in Nigeria with special focus to PMT, their functions operationlization, problems and government policies to regulate this industry as to deliver maximum satisfaction to the public.

Definition of Terms

MOT: Ministry of Transport

VIO: Vehicle inspector officer

FSLC: First school leaving certificate

WAEC: 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