SERVICE DELIVERY AND CUSTOMER SATISFACTION IN TRANSPORT BUSINESS(A STUDY OF SELECTED TRANSPORT COMPANIES IN OZORO DELTA STATE)

This study is set out to examine the nature of “Service delivery and customer satisfaction in transport business.” The purpose of the study is to ascertain passengers rating of service delivery in transport business and level of satisfaction derived from patronizing them in order to obtain necessary information for this study both primary and secondary data were listed. Primary data were obtained from field survey with the use of questionnaire as an instrument of data collection. 90 questionnaires were administered to respondents which were retrieved and used. The data collected from the field work were analyzed using chi-square technique and simple percentages. Information from the library, internet, FRSC formed the major source of secondary data. The major findings were that passengers are to a level of services, they receive from transport companies. The study also shows that differences exist between the service provided by private and public transport companies as private companies are seen to be more customer oriented. Based on the findings it’s recommended that transport companies should continuously pay close attention to drivers which are seen as the line personnel that provide the core-business of conveying to their respective destination.