Customers' satisfaction towards Addis Ababa City's minibus taxi service.
| Autor: | Deyas GT; Gebeyew Tadesse Deyas, Department of Urban and Regional Planning, Wollega University, Ethiopia., Woldeamanuel MG; Mintesnot Gebeyehu Woldeamanuel, Department of Urban Studies and Planning, California State University Northridge 18111 Nordhoff Street, Northridge, CA, 91330, USA., Erena SH; Sitotaw Haile Erena, Center for Food Security Studies, College of Development Studies, Addis Ababa University, Ethiopia. |
|---|---|
| Jazyk: | angličtina |
| Zdroj: | Heliyon [Heliyon] 2023 Nov 07; Vol. 9 (11), pp. e22102. Date of Electronic Publication: 2023 Nov 07 (Print Publication: 2023). |
| DOI: | 10.1016/j.heliyon.2023.e22102 |
| Abstrakt: | In Addis Ababa, Shared minibus taxis are contributing significantly more than any other form of public transit to meeting the city's transportation needs. But there were limited research done on taxis in general and customer satisfaction with minibus taxis in particular. Therefore, this study aims to assess the satisfaction of minibus taxi customers through a survey questionnaire distributed and collected at taxi stations. Descriptive analysis was used to measure the satisfaction levels/rates of respondents towards each service quality attribute of the minibus taxis. Then, we compared the means value of satisfaction responses followed by factor/principal component analysis. Once the most important satisfaction variables are identified through the factor analysis, an ordered logit model was used to create a relationship between the selected satisfaction variables and the socio-demographic characteristics of taxi riders. The results of the study showed that minibus taxi overload, safety, and security at stations are attributes in which the respondents show greater dissatisfaction. The result of the ordered logit model revealed that the respondents who showed greater dissatisfaction with the taxi drivers and their assistants' behavior are those who had been stolen at least once on a minibus taxi. Also, riders weigh more on the functionality of the service than their comfort and security. Thus, the service providers, Addis Ababa Road Authority, security personnel, and any relevant body should work together on maximizing the customers' satisfaction in minibus taxis. Competing Interests: We declare that we have no any conflicting interest. (© 2023 Published by Elsevier Ltd.) |
| Databáze: | MEDLINE |
| Externí odkaz: |
|