Abstract
Poor planning process and ignoring managerial roles in 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 title of this project is an evaluation of transport management and customer satisfaction in Lagos metropolis. The objectives of this project is to evaluate the relationship that determine the factors of customer satisfaction, to evaluate the impact of planning process on customer loyalty in LAGBUS, to examine and investigate the impact of managerial roles on quality of service. The researcher made use of survey design for this study. The researcher used primary sources for data collection in the study. The study covers the populations of Lagos but focuses on commuters who patronize LAGBUS transport service. This sample size was 270 respondents. This research tested the relationships that determine the factors of customers satisfaction which include availability of buses, safety of lives and property, cost of transport, comfortability and time delivery. It also tested the impact of planning process on customer loyalty and also the impact of managerial roles on quality of service. The researcher made use of correlation and multiple regression analysis to test the hypothesis. The findings on the factors of customer loyalty shows there is a significant relationship between them. The findings on the impact of planning process on customer loyalty shows a significance level of .000 which is less than the alpha level of 0.1 this indicate that there is a relationship between planning process and customer loyalty. The findings on the impact of managerial roles on quality of service shows a significance level of .000 which is less than the alpha level of 0.1 this indicate that there is a relationship between managerial roles and quality of service. The factors of customer satisfaction have an influence on commuters before choosing a transport service. Inefficient planning process of both bus route and schedule makes commuters uncomfortable and that managerial roles increase the quality of service been offered by public transport. The researcher recommended transport company should ensure that all factors that lead to customer satisfaction should not be taking for granted because the influence commuters in choosing a transport service. Road transport companies should adopt using proper planning process and managerial roles in order to satisfy their customers. Use of effective management system to address any situation that might lead to customers dissatisfaction. Regular monitoring of employees performance and provision of quality service to customers will lead to customers satisfaction.
2.1.14 Managing the road transportation 55 2.1.15 Justification of Road Transport Regulation 61 2.1.16 Factors of Customer Satisfaction in Transportation 62 2.1.17 Managerial Roles in Transportation Management 65 2.2 Theoretical framework 71 2.3 Empirical framework 80 2.4 Identification of knowledge gap in the literature 82 CHAPTER THREE: METHODOLOGY 3.0 Introduction 83 3.1 Research design 84 3.2 Population of the study 84 3.3 Sample size and sampling technique 85 3.4 Method of data collection 86 3.5 Research instrument 86 3.6 Method of data presentation and analysis 87 3.7 Validity and reliability of the research instrument 87 CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND INTERPRETATION OF FINDING 4.0 Introduction 88 4.1 Demographic characteristics 88 4.2 Data presentation and analysis 92 4.3 Testing of hypothesis 111 4.4 Discussion of findings 120 CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS 5.0 Introduction 122 5.1 Summary of findings 122 5.2 Conclusion 125 5.3 Recommendations 126 5.4 Suggestion of future research 127
