Thesis Abstract

Abstract
Transportation management plays a crucial role in ensuring customer satisfaction within the public transit sector. This research study focuses on exploring the relationship between transportation management practices and customer satisfaction using Enugu North Mass Transit as a case study. The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews to gather data from both the management team of Enugu North Mass Transit and its customers. The quantitative analysis involves surveying customers to assess their level of satisfaction with various aspects of the transportation services provided by Enugu North Mass Transit. Key performance indicators such as punctuality, safety, cleanliness, comfort, and customer service will be evaluated to determine the overall satisfaction levels of customers. Statistical tools like regression analysis will be utilized to identify the factors that have the most significant impact on customer satisfaction. In addition to the quantitative analysis, qualitative interviews will be conducted with the management team of Enugu North Mass Transit to gain insights into their transportation management practices. This qualitative data will provide a deeper understanding of the strategies and challenges faced by the company in delivering high-quality transportation services to its customers. By triangulating the findings from both the customer surveys and management interviews, this study aims to provide comprehensive insights into the dynamics of transportation management and customer satisfaction. The research findings are expected to contribute to the existing body of knowledge on transportation management and customer satisfaction in the public transit sector. By identifying the key drivers of customer satisfaction, this study will offer practical recommendations to Enugu North Mass Transit and other transportation companies on how to improve their service delivery and enhance customer experience. Ultimately, the goal is to help transportation companies build loyalty, attract new customers, and remain competitive in the market. Overall, this research study is significant as it addresses an important aspect of public transportation that directly impacts the daily lives of individuals. By focusing on the relationship between transportation management practices and customer satisfaction, this study sheds light on ways to enhance the quality of transportation services and ensure that customers' needs are met efficiently and effectively.

Thesis Overview

INTRODUCTION

        This study fall within the area of transportation management, transportation management deal with how business firm or organization involves in transportation business adopt or choose management tools that will help them achieve the objective which they have set themselves there by implementing its vision.

        Thus it provides the theoretical and conceptual foundation on the management behavior of business organization in transportation management.

        The relevance of management to an organization is that it provides the organization with the policies and strategies that gives the organization the overall concept or nature of its business.

        Hence management is defined process by which manager create, direct, maintain and operate purposive organization through systematic co-coordinated co-operative human effort.

        This study intends to understand how managers perceive or visualize the customers or commuters who patronize their business. To know whether managers know the relevance of commuters to success or their organizations, to know whether managers know the relevance of commuters to success of their organizations.

        Lastly, for any business to successes, management must device strategies that will help the organization achieve its objectives. The question now is how do manager perceive the concept of strategy formulation? Managers are subject to environmental turbulence, surprises and constraints. And these forms the basis on which mangers should base their strategy and its is only managers who are knowledgeable on strategies in response to changes in their environments.

        Briefly, the study is descriptive explorative. Major achievers of the research will be achieved by answering certain research questions.

 1.1      BACKGROUND OF THE STUDY

In Nigeria the need for an effective transport system becomes more obvious if taken into consideration the large size of the country and the need to disperse development move. The inability of Nigerians to device a better transportation system has been a detraction of the growth of the economic social and political life of the economy.

Prominent among the problem, includes traveling difficulty lateness to work, movement of agricultural product, goods and services from area of production to area of utilization.

The federal government of Nigeria offer appraisal of the chafic transport system launched in federal urban mass transit programme (FUMTP) in January 1988.

Consequently in order to ensure the continuity of existence of mass transit service, the manager need to device achious programme capable of alternating the retaining passengers patronage. Such actions programme can apply be christened.

STRATEGY

And for them to be effective strategy, there has to be effective management.

Management according to Mapacland (1974): defines management as the “ process by which managers create, direct, maintain systematic co-ordinate co-operative human effort”

Brech (1972): define “ management is concerned with seeing the job get done efficiently, its tasks all center on decisions for planning and guiding operation that are going on the enterprise.

This goes to direct or show the managements the behavior of an organization towards planning, organizing control and directing of achievers of the business.

Given the vital role which management plays in the success of the organization we can visualize that most of the mass transit servicing companies do not know what their management function areas.

Ejiofor Pita in his statement says that management

his is the purpose of selecting an organizations goal determine the polices and strategic programme necessary to achieve specific objectives enroute to the goals, and establishing the method necessary to assure that policies and strategic programme are implemented. Actively formulating a strategy called strategic planning.

Transportation: This is the means where by goods and passengers are carried from one place to another.

Mode of Transport: These are variety of methods by which goods and passenger are transported.

Commuters: These are people that commutes or that travel by bus; train, from one place to another.

REFERENCES

Ejiofor P.I (1990): Foundation of business Administration, Onitsha African Feb Publishers.

Ejiofor P.I (1990): Managing government owned companies: Onitsha Fourth Dimension Publishers.

Robert B. Buchelle (1979): Business planning and government Policy setting, New York McGraw Hill Book company.