这项研究是调查了在科福里杜亚项研究是调查了在科福里杜亚.docx

译自：Level of Passengers’ Satisfaction of Metro Mass Transit Ltd.’sService Delivery in Koforidua, Eastern Region, Ghana.Samuel AyittahKwabena1 , Yaw Brew 2 , and Samuel Addae-Boateng 3 Dr. S (University of Electronic Science and Technology, PRC) and Department of Marketing, Koforidua Polytechnic, Eastern Region, Ghana.*E-mail of the corresponding author: samuelayittah@ABSTRACTThe study is a survey method which investigated passengers’ level of satisfaction of Metro Mass Transit Ltd.’s(MMT) service delivery in Koforidua, in the Eastern of Ghana. The objective was to evaluate the customerservice quality dimensions that determine customer satisfaction. Literature establishing the relationship betweencustomer service qualityand customer satisfaction were reviewed. Because the passengers do not gather at theterminals for a long time, primary data were accidentally gathered from 200 passengers involving 112 males and88 females which comprised 133 workers and 67 non-workers. Questionnaire of 17 questions involving 15close-ended and 2 open-ended questions were administered. Tabulations, cross-tabulations, percentages, bar and pie charts were used toanalyse and present data. The study revealed that about 60% of MMT passengers aresatisfied; about 20% are indifferent, while the remaining 20% are dissatisfied. This indicates that a significantnumber of about 40% of the passengers could switch to other transport service providers at any time. In view ofthis, it is recommended among other things that staff are given regular practical customer service training tosignificantly improve their skills and capacity for improving quality of customer service delivery. When this isdone, passengers’ satisfaction levels will increase and lead to customer loyalty. With this Metro Mass TransitLtd. can cope with the keen competition in the road transport industry and guarantee sustainable corporateperformance. In the absence of this, MMT, just like Omnibus Service Authority (OSA) and State Transp