Assessment of Customer Satisfaction on Public Employees Transport Service Delivery: The Case of Public Service Employees’ Transport Service Enterprise (PSETSE)

Abstract

Public enterprises are organizations established and owned by government to provide different services to the public. Most of the time these enterprises give their services to the public by collecting fees that are less than the market price of the goods and services provided. Basically, the government subsidizes the goods and services. Their customers are important stakeholders in organizations and their satisfaction is a priority to management. Most of these enterprises apply different types of activities to improve their service provision capacity to enhance the customers’ satisfaction. Currently, Public Service Employees Transport Service Enterprise (PSETSE) implemented different activities to improve its service delivery and maximize their customers’ satisfaction. This study was conducted to assess the service delivery performance and level of the customers’ satisfaction of PSETSE. To achieve the objectives of this study, data was collected through questionnaires from a sample of 605 north direction customers of the Enterprise. The respondents were selected using simple random sampling method. Additional data was collected through interview with the transport service core process manger of the Enterprise. The data were analyzed using statistical tools such as percentage and frequency analysis. Service delivery of the Enterprise was evaluated by using the four factors namely, safety, comfort, performance and reliability, driver’s behavior and condition of the vehicle and facilities. The results indicate that, almost all factors used to measure the service delivery of Enterprise rated as good and customers are satisfied except some factors within the dimensions. Generally, the finding of this study indicates that customers were satisfied by overall service provision of the Enterprise. Based on the findings of the study, the researcher forwards some recommendations like increasing the number of buses in the crowded routes, supporting service delivery with IT support, modify the design of the buses by considering disabled passengers and pregnant women, and others which help to improve the Enterprise service delivery performance.