ROAD TRANSPORTATION MANAGEMENT AND CUSTOMERS SATISFACTION

TABLE OF CONTENT

Title page                                                                         i

Certification page                                                             ii

Dedication                                                                       iii

Acknowledgement                                                            iv

Table of contents                                                             vi

List of table                                                                      xi Abstract                                                                               xii

CHAPTER ONE: Introduction

1.     Background of  the study                                         1

1.2   Statement of the problem                                        2

1.3   Objectives/purpose of the study                              4

1.4   Research question/hypothesis                                        5

1.5   Significant of the study                                            5

1.6   Scope of the study                                                   6

1.7   Limitation of the study                                             6

1.8   Definition of special terms                                               7

References                                                               8

CHAPTER TWO: Review of the Related Literature

2.1   Theoretical framework                                             11

2.2   Historical background                                             15

2.3   Current literature on theories postulated above       16

References                                                               37 CHAPTER THREE: Research Design and Methodology

3.1   Research design                                                       38

3.2   Sources of data                                                        38

3.2.1        Primary source of data                                             38

3.2.2        Secondary source of data                                         39

3.3   The population of the study                                     39

3.4   Determination of sample size                                   40

3.5   Methods of data collection                                               41

3.5.1        Questionnaire design, distribution and

collection of responses                                             41

3.6   Methods of data presentation and analysis             42

CHAPTER FOUR: Data Presentation and Analysis

Data presentation                                                    43

Demographic characteristics                                    43

CHAPTER FIVE: Summary of Findings, Recommendation Conclusion

5.1   Summary of findings                                                       61

5.3   Conclusion                                                              62

5.2   Recommendation                                                     63

  Bibliography                                                            64 Appendixes                                                              66

LIST OF TABLE

                                                                                         PAGE

Table 4.1.1       Distribution and retrieval of Questionnaire                                          43   Table 4.1.2       Sex distribution of respondents                       44

Table 4.1.3       Age distribution of respondents                       44

  Table 4.1.4       Distribution of respondents by

marital status                                          45

Table 4.1.5       Distribution of respondents by academic qualification                             46   Table 4.1.6       Distribution of respondents on

duration of patronage                              47

Table 4.1.7       Distribution of respondents on the

relationship between management

and customers                                                 48

  Table 4.1.8       Distribution of respondents on assessment of the management                       49   Table 4.1.9       Distribution of respondents on

assessment of the drivers                        50

Table 4.1.10     Distribution of respondents on the

goal of the company                                 51

Table 4.2.0       Distribution of respondents on

assessment of the vehicle they have

entered or traveled with                           52

Table 4.2.1       Distribution of respondents on whether

drivers travel with manifest                     53

Table 4.2.2       Distribution of respondents on what

they say about the services being

given or received from Peace Mass

Transit                                                     54

Table 4.2.3       Distribution of respondents on having opportunity to patronize somewhere else                                               55

Table 4.2.4       Distribution of respondents

on their opinion of the problem

facing the enterprise                                        56

Table 4.2.5       Distribution of respondents on whether Peace Mass Transit has well trained and efficient staff                         57

  Table 4.2.6       Distribution of respondents on the

role of transportation management          58

  Table 4.2.7       Distribution of respondents on

whether transportation company has

adequate modern technology                   59

ABSTRACT

Road Transportation was viewed by the researcher as a sine qua non in the economy whether developed or developing. Road transportation is seen as the engine of an economy. It links producers, suppliers, consumers and commuters. But poor, ineffective and inefficient 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 researcher used primary and secondary sources and methods of data collection in the study. The researcher presented the data in tables and used simple percentages to analyze the data obtained. The findings of the research among others were that road transportation is very essential for the movement of goods and people. Inefficient roads all over the country make commuters uncomfortable. Lack of maintenance culture by drivers always result in breaking down of vehicles and poor services rendered to customers causes dissatisfaction. The researcher recommended that good roads  must be put in place to address the situation. Regular maintenance of vehicles and roads and provision of quality customer services that will satisfy the commuters who constantly use the roads and vehicles for their economic activities. Drivers who operate vehicles through the use of road can be improved by;

1.          Regular workshop for them on the use of roads. 2.          Motivational provision such as allowances for accident free driving in a period of time 3.          Other allowances for vehicle maintenance, provision of uniform and bonuses especially during feast days like Christmas are also recommended as incentives and motivational tools. 4.          Prefencial system of payment..

CHAPTER ONE INTRODUCTION

1.1   BACKGROUND OF THE STUDY

Road Transportation is a necessary end right from early history. The mobility of people and materials especially in the present days become one of the greatest needs that have to be adequately satisfied on our society and economy at large.

Transportation is referred to as the engine of the economy  (Kunri 2005:79). This means that with out transportation management system, the entire economy will suffer stagnation. Transportation helps to bridge the gap between producers, suppliers and industrials users as well as individual commuters.

Research has shown that transportation alone account for about 46% of the total physical distribution costs for manufacturing companies and 28 % for reseller companies

It is important to note that not much success can be accomplish in manufacturing, distribution of goods and services including the movement of people without transportation.

It is as a result of the great importance attached to transportation that man has over the years developed various transportation modes in other to facilitate the movement of people and materials. The mode of transportation selected will greatly depend on price, time, delivery, condition and destination, customer’s patronage, and past purchase satisfaction.

This poor transportation management can therefore jeopardize the source of procurement of materials; goods and services, movement or people and even course increase in prices and loss of lives.

1.2   STATEMENT OF THE PROBLEM

Poor road transportation management is one major problem that is affecting the growth of the economy. Poor road transportation management has led to the ineffectiveness and collapse of the Nigerian road system that suppose to carry bulky goods from one city to another and has made inflation to be high. This in turn has bounced as the road transportation system characteristized by heavy duty lorries overworking the road system and the resultant effect is damages of roads causing accidents and loss of lives and property.

Poor management of Peace mass transit transportation system has caused breakdown of vehicles that has resulted in goods and movement of people not being able to reach their destination on time.

This poor management of road transportation systems has cost the nation a damaged image, loss of huge amount of money, loss of lives and properties and most customers are greatly dissatisfied with condition of road transportation in Nigeria.

Lack of poor technological development to monitor or regulate the speed of vehicles, lack of clean vehicles, high overloading of men and goods are great problems to road transportation. In addition, the poor attitude of drivers towards their passengers is nothing to write home about.

1.3   OBJECTIVES OF THE STUDY

The over all objective of this research is to investigate the impact of road transportation management that will yield satisfaction to customers.

The specific objectives include:

To explore the operation of road transportation management in Nigeria as regard to peace mass Transit.

To identify the problems of road transportation management in Nigeria  

To determine the contribution obtained from effective road transportation management in Nigeria.

To identify the impact of road transportation management on the Nigerian economy

To make useful recommendation to road transportation management in Nigeria.

1.4   RESEARCH QUESTIONS

1.     Does road transportation management play any important role in the movement of goods and services?

Are commuters satisfied when there is breakdown of vehicle on the high way?

Are commuters satisfied when they do not reach their destination as scheduled?

Are commuters satisfied when driver is at high speed limit?

Does Peace Mass transportation company have adequate modern technology and infrastructure to the satisfaction of customer?

1.5   SIGNIFICANCE OF THE STUDY

This study will be useful to many sectors of the economy, as little research has been done on this area. Thus road transport companies, ministry of works, transport, and academic will benefit immensely from this study.

Also, the commuters, manufacturing companies and businessmen especially the middlemen will equally benefit from the study.

1.6   SCOPE OF THE STUDY

This research work covers the road transportation system in Nigeria with special focus to PMT, their functions operationalization, problems and government policies to regulate this industry as to deliver maximum satisfaction to the public.

1.7   LIMITATION OF THE STUDY

The researcher faced some limitation during the course of this research. Some branches or Peace Mass transport companies were unwillingly to supply the needed information due to the confidential and sensitive of the data. Thus research work have to source for the available data.

Time and financial factor were also the major factors as the timeframe to submit the project was too short for an extensive research. Lack of adequate finance to fund the researcher as to visit many places was another major setback.

1.8   DEFINITION OF TERMS

MOT:       Ministry of Transport

VIO:         Vehicle Inspector Officer

FSLC:      First School Leaving Certificate

WEAC:     West African Examination Council

 NCE:       National Certificate of Education

OND:        Ordinary National Diploma

BSc:         Bachelor of Science

HND:        Higher National Diploma 

PMT:        Peace  Mass  Transit
REFERENCES

Okakunori, O.K. (2006). Transportation Management. Enugu: Grovani Publishers.

Vewere, T. A (2000). Business Management. Benin City: Flovent System Publishers.

Ineigbenebor, A. U. (2005), Introduction to Business. Benin City: Uri Publishing Ltd.