| dc.description.abstract | The study was conducted to determine how customer satisfaction can be improved through
effective service delivery system design (with a bias on scheduling and queuing). The research
design involved a descriptive survey of customers and managers within the public transport
sector. Data was collected using a questionnaire that was administered through drop and pick
later method (for managers) and assisted Questionnaires (for customers). Percentages and
frequencies were used to analyze the objective whereas descriptive, correlation, factor and
regression analysis using the Statistical Programme for Social Scientists (SPSS) analysis tool
were used to analyze the relationship between service design and customer satisfaction. The
outcome revealed that an effective service design greatly improves the customer satisfaction.
61% of the customers interviewed agreed that scheduling saved them time and money and
facilitated travel planning while 72.1% agreed that queuing enhanced security, consistency and
saved them time. 59% of the managers interviewed agreed that effective scheduling and queuing
enhanced security and eased general fleet management. Further research on the same area of
study can be done in other sectors to establish whether there is any relationship between service
delivery system design and customer satisfaction. The study recommends a culture change
among customers and managers to improve response to some of the basic operations concepts
(for instance queuing and scheduling). Secondly, the study proposes commitment from both the
managers in the sector and the government organ in charge to charge implementation. | en_US |
