Service quality and customer satisfaction of public transport on Cape Coast-Accra Route, Ghana

dc.contributor.author	Ojo, Thomas Kolawole
dc.contributor.author	Okoree, Dickson
dc.contributor.author	Mireku, Suleman Dauda
dc.date.accessioned	2022-01-19T13:06:39Z
dc.date.available	2022-01-19T13:06:39Z
dc.date.issued	2014
dc.identifier.issn	23105496
dc.identifier.uri	http://hdl.handle.net/123456789/7302
dc.description	8p:, ill.	en_US
dc.description.abstract	This study is to investigate customer satisfaction using SERVQUAL model with regards to public transportation, specifically intercity bus on Cape Coast- Accra route in Ghana. The SERVQUAL method comprised five dimensions namely reliability, assurance, tangibility, empathy and responsiveness. These five dimensions comprise 26 attributes. The route purposively chosen was Cape Coast- Accra route on which 162 copies of self-administered questionnaires were served on passengers by systematic sample. The results indicate gaps in two of the five dimensions and 15 attributes were ascertained to have influenced perception of service quality leading to customer dissatisfaction. Recommendations for improvement in service quality resulting in customer satisfaction have been mad	en_US
dc.language.iso	en	en_US
dc.publisher	University of Cape Coast	en_US
dc.subject	Public transport	en_US
dc.subject	Intercity bus	en_US
dc.subject	SERVQUAL	en_US
dc.subject	Customer satisfaction	en_US
dc.title	Service quality and customer satisfaction of public transport on Cape Coast-Accra Route, Ghana	en_US
dc.type	Article	en_US