TITLE PAGE

ROAD TRANSPORTATION MANAGEMENT AND

CUSTOMERS SATISFACTION
(A CASE STUDY OF PEACE MASS TRANSIT, PEACE
PARK ENUGU ROAD NSUKKA, ENUGU STATE.)

BY

OGBUU CYNTHIA IFEOMA

BA/2006/082

A RESEARCH PROJECT SUBMITTED TO

THE DEPARTMENT OF BUSINESS ADMINISTRATION
FACULTY OF MANAGEMENT AND SOCIAL SCIENCES
CARITAS UNIVERSITY
AMORJI-NIKE ENUGU
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS
FOR THE AWARD OF BACHELOR OF SCIENCE (B.Sc)
DEGREE IN BUSINESS ADMINISTRATION
AUGUST 2010

CERTIFICATION

This is to certify that this project has been read and graded
in partial fulfillment of the requirement for the award of
Bachelor

of

Science

(B.Sc)

Degree

Administration Caritas University, Amorji

in

Business

- Nike Enugu,

Enugu state.

_______________________
Mr. Ani Walter
Project Supervisor

________________
Prof. G .U Nwanguma
Head of Department

Date________________

Date________________

__________________
External Examiner
Date______________

DEDICATION
This project is dedicated to my Heavenly Father. God the
Father, God the Son and God the Holy Spirit for the grace
given to me to go through this career and his unending love
towards me throughout my years of study.

ACKNOWLEDGEMENT
Indeed, I express my profound gratitude to God, the
creator of heaven and earth for his protection and guidance
throughout my course of study.
My sincere gratitude goes to my supervisor Mr. Walter
Ani that took much of his time to read in between the lines
of my manuscript and making necessary corrections and
approving it thereof. And other lecturers Prof. G. U.
Nwanguma, Mr. Melletus Agbo, Mr. Innocent Ubawike, and
Mr. Kenneth Eziedo, that collectively made me what I am
today through their lectures.
I also, show my gratitude to my mother, O. C. Ogbuu
(Mrs) I thank God for her life and the way she brought me
up most especially her financial support which saw me
through school. God of mercy bless her and spare her life
to enjoy the fruits of her labour.

Special regard goes to my uncles (Peter and Kenneth

Okoli) for their unending love and financial support
throughout the years. This work will be incomplete if I fail
to acknowledge them. May God bless them abundantly.
I also want to show appreciation to my brothers and
sisters, brother Chigozie,, Chukwunonso, Sister Ifenyinwa
Chukwu (Mrs) Chika,

Chiamaka, Amara and Uchenna.

May Almighty God bless them all.

I equally want to appreciate my course mate. It was
nice knowing them.Some of them are Miriam,

Amara,

Nneka, and Ebere. I am thanking them all for their love,

help and care.
Lastly to my friends, Isaac, Ifeoma, Uk, Chuks and
Christian. They have been wonderful people and I pray that
God should place them in positions (Amen).

TABLE OF CONTENT
Title page

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

1.2

Statement of the problem

1.3

Objectives/purpose of the study

1.4

Research question/hypothesis

1.5

Significant of the study

1.6

Scope of the study

1.7

Limitation of the study

1.8

Definition of special terms

References

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
8

3.2.1Primary source of data

38
3.2.2Secondary 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

10

Bibliography
64
Appendixes
66

11

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

12

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

13

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 staf
57

14

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

15

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;

16

1.
2.
3.

4.

Regular workshop for them on the use of roads.

Motivational provision such as allowances for
accident free driving in a period of time
Other allowances for vehicle maintenance, provision
of uniform and bonuses especially during feast days
like Christmas are also recommended as incentives
and motivational tools.
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

17

will sufer 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,

18

delivery, condition and destination, customers 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 afecting the growth of the economy. Poor
road

transportation

management

has

led

to

the

inefectiveness 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

19

resultant efect 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

20

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 efective
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.

21

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

22

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

23

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

24

NCE:

National Certificate of Education

OND:

Ordinary National Diploma

BSc:

Bachelor of Science

HND:

Higher National Diploma

PMT:

Peace Mass Transit

25

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.

26

CHAPTER TWO
LITERATURE REVIEW
INTRODUCTION
Transportation is the movement of people and goods
from one location to the other. It is a means by which goods
(raw material, production equipment, operating inventories,
semi-finished goods and finished goods) as well as people
are able to get to or be made available where they are
needed for commercials or non-commercial purposes, as at
when desired. The mobility (transportation of people and
materials) is therefore one of the greatest needs that have
to be adequately satisfied in any society if any meaningful
level

of

social

interaction,

co-operation,

production

activities, economic and other types of development, and

the enhancement of human welfare is to be achieved. This
is the reason why road transport is popularly referred to as

27

the engine and wheel of the society (Olakunori; 1992:69) it

helps the world to go round and function actively.
The necessity of road transport in the society can
easily be realized when we consider the daily activities of an
average person. He takes road transport to his place of
work or business. The goods he bought are brought to him
by

means of road transportation. He moves around to

interact with others and goes to church activities with the

aid of road transport. The police that ensure his peace and
security depends greatly on road

transport for him to

carryout their duties efectively.

Road transportation provides the essential activities of
time and place. Utility of time entails making things
available when they are needed. One of the industries
where time utility is of a major essence is that of the daily
newspapers.

This

industry

greatly

depends

on

road

transport to ensure that its vendors and papers get to

28

customers early in the morning when the news they carry

is still regarded as fresh. As day wear on, the news becomes
stale and lose its values and prices.
Road transport helps to provide and add place to goods by
making consumers where they are needed. Most goods
would be of no use to consumers if they are not made
available at the places where they are needed for sale,
purchase and or consumption
Hence the need for producers and marketers or business
entrepreneurs to put in place an efective and efficient
transport system for timely delivery of goods and services
to adequately deliver satisfaction to the society is a
necessary evil that can never be overemphasized

2.1 THEORETICAL FRAME WORK

This study or research shall be hinged on anchored on
Maslow theory of motivation otherwise also known as the

29

theory of satisfaction. Maslow clearly stated that needs that

are satisfied do not motivate but unsatisfied needs
motivate.

And

that

satisfaction

occurs

when

the

performance exceed desired expectation otherwise will

occur

when

performance

fall

short

of

the

desired

expectation( Ijeware, 2000:18)

EXPLANATION OF MASLOW THEORY

Theories of satisfaction
According to Ijeware (2000:20) Maslows advanced the
following important proposition about human behaviour.
Humans are wanting beings: They always ask for more. As
soon as one need is satisfied, another appears. In this
place, this process is unending. It continues from birth to
death. Therefore, although a particular need becomes
satisfied, needs in general cannot be satisfied.

30

A satisfied need can not give room for improvement, only

unsatisfied need will give way for improvement
Human needs are arranged in a series of levels i.e
hierarchy of importance. As soon as needs on a lower level
is satisfied, the one on a higher level appears and demand
satisfaction.
Thus, Maslow felt that several diferent level of need
exist within individuals and these needs related to each
other in the form of hierarchy. His hierarchy of need consist
of

five

levels

which

are

physiological

needs,

satisfy

(security) needs, social needs, esteem need and selfactualization needs.

Self-Actualization
Needs

Esteem Needs
Affiliation or
acceptance needs
Safety needs

Basic or physiological needs

31

Maslows hierarchy of needs

Source: Ijewere 2000 ; 21.

Physiological needs: These are the basic needs that people

satisfy in order to keep alive. They include food, water
warmth shelter and sleep. Maslow is of the view that until
these needs are reasonably satisfied to the extent to
maintain life, other need will not emerge.
Security or safety needs: Once the physiological needs
are relatively satisfaction, the individuals safety needs
influence his behaviour. These need have to do with mans
yearning to be free from physical dangers and pains.

32

Affiliation or acceptance needs: the individual is a social

being

and

he

implicitly

expresses

the

desire

for

companionship, love and acceptance. He seeks the love of

affliction

of

family

and

friends

and

affiliation

with

meaningful groups both in the community as at work. It is

necessary to emphasize that people may join other partly
to satisfy afection needs and partly for grater security.
Esteem needs: When affiliation needs are satisfied, new
need emerge, the desire for social esteem and prestige.
People want to be seen as diferent from others. Everyone
want to be equal but some people want to be more equal
than others. At work a position of authority, a company car,
an office carpel are means by which self esteem need are
satisfied.
Needs for self actualization: At the top of the need
hierarchy

is

the

individuals

drive

for

achievement,

creativity and growth guided by the motto: what a person

33

can be, he must be, the individual would want to create

and achieve everything which he is capable. He satisfies the
need for achievement by the process of expanding efort
and experiencing successful completion.
The drive of self-assertion varies in intensity from
person to person. While almost every one has the need to
be independent and to excise initiatives, for some people
the desire for self assertionship over into a strong desire for
power.
Normally, people wants to have an opportunity for
growth. Only few people will be fully dedicated to their
work, if the feelings that they can grow in the job is not
given, satisfaction come from process of achieving growth
as much as from the accomplishment itself. However,
individual varies gratify in the kind and amount of
satisfaction to which they aspire.
2.2 HISTORICAL BACKGROUND

34

Peace Mass transit Ltd started in the year 1994 with

two hiace buses. It commence business as a transport
company. Peace Mass transit which has now transformed
to be one of Nigerian leading mini bus service company
which

moves

about

30,000

passengers

daily.

The

operational headquarter is located at Okpara avenue at

Enugu which is under the supervision of Enugu north local
government council. Presently, Pease Mass Transit has six
deports, they are Enugu deport, Abakaliki deport, Onitsha
deport, Aba deport, Abuja deport and Lagos deport. Pease
Mass

Transit

operate

only

on

distance

for

their

operations.(WWW. Peace mass transit Nig.Org)

Now the company uses mini buses for its operations.
Presently, the company has more than 4000 vehicles for
their operations.

35

2.3 CURRENT

LITERATURE

ON

THEORIES

POSTULATED ABOVE
Role Of Road Transport In The Nigerian Society
The role of road transport cannot be over-emphasized
or exhausted. As already observed, it is indispensable if any
meaningful

level

of

economic

development,

social

integration and development and the enhancement of

standard of living is to be achieve in any society. Below are
some of the important roles played by road transport,
which makes it very indispensable in the modern society.
COMMUNICATION: Road transport is a major vehicle for
communication. People have taken it for them to be able to
make contact with others and disseminate information.
Mails and other materials for information dissemination are
also taken to their destination by road transport.
AID TO THE MOBILITY OF PEOPLE AND FREIGHT: Road
transport is synonymous will mobility. People rely on the
36

means of it to move from place to place for economic,

social, political, religious and other purpose. They also use
it to move their goods from one location to another. Without
an efficient road transport system, the tempo of economic,
educational, political, medical, religious, social and other
activities in our society would grind to a half.
Road Maintenance
No road is constructed to last for ever, just like every
other created by man. Roads get damaged with usage time.
Changes in weather conditions overtime, floods usage and
other factors have some damaging efect on roads right
from the moment they are built. However, efect of these
factors to a large extent depends on the quality of the
material used for building specific roads, how well, they
were constructed and the frequency of usage. Earth roads
generally get damaged faster than their paved or tarred
counterparts. The types and culverts of vehicles that would
37

use a road and the volume of traffic have to be put into

consideration when constructing

it in addition to the

nature of the soil on which it is to be built. Otherwise, the

road would get damaged quickly and fail to give the desired
service. Every road need to be maintained in other to repair
the damages occurring to it with time and usage.
Road in Nigeria and other parts of Africa are generally
not well maintained. Heggie (1995:44), which carried out a
study on maintenance of roads for the World Bank in SubSaharan Africa observed that by 1990, nearly a third of
$150 billion invested on roads in the region had been
eroded through lack of maintenance. It is common
knowledge

to

maintenance

all
of

road
roads

users
in

the

in

Nigeria

bane

of

that

poor,

the

roads

transportation industry in the country. This problem

afects all types of roads/federal, state and local death

38

traps and have not received any maintenance attention for

the past ten years, despite public outcry over the years.
Advantages of Road Transportation
Road transportation is carried out through the use of
mini-buses, luxurious buses, pick up vans, saloon cars,
stations

wagon

cars,

tankers,

truck

trailers

and

motorcycles among others, the use of such a wide range of

alternative vehicles for carrying passengers and cargoes
gives the road mode of transportation many advantages
when compared with others modes of transportation. The
following are most important, among the advantages:
Road transportation is the only mode that ofers door
to door services without any intermediate unloading of
vehicles. Manufacturers and commuters route as a service
very high because of the secrecy and convenience, which it
afords.

39

Motor vehicles generally on public highways and this

makes the required terminal and right of ways cost less
than what is obtained in most of the other modes such as
air, water and rail.
The commercial services of road transportation are
the cheapest to operate among all modes.
Road transportation is the most adaptable of all the
modes of transportation. It combines with other mode more
easily than any of the others.
Road transport is the most available. It services can
be obtained at any time of the day and almost everywhere.
The cost of transportation by roads is generally much
lower than that of air mode.
Road mode of transportation is the most accessible
mode to both urban and rural dwellers all over the world.
Every body can easily make use of it.

40

Disadvantages of Road Transportation

Despite many advantages associated with road mode
of transportation. It has some disadvantages. The most
prominent among the disadvantages are:
1.

The vehicles that are used for road are much

unlimited in terms of their cargo capacity. Generally,
ship, trains and aircraft carry higher volumes of
cargoes than vehicles.

2.

Road transportation exerts more demand in limited

urban space than other modes. It grabs for itself
much of the limited urban space for the construction
of streets highways ring roads, motor parks, parking
spaces, garages, mechanic and other workshops and
bus stops.

41

3.

Road vehicles are more prone to accident than other

modes during transit activities. Many people who can
aford to travel by other means but who are forced to
travel by road because of its availability see it as a
necessary evil. Accidents are common features on
Nigerian roads because of inadequate maintenance of
the vehicles on our roads. Lack of adequate parking
space, carelessness and recklessness on the part of
the drivers, an inadequate provision signs etc. Also,
the gross failure of t MOT and VIO to perform their
statutory duty of vehicles inspection and testing
among others.

4.

Fuel crises which has remained intractable in the

country for some years now makes transport service
very unreliable.

42

5.

Because road are easily accessible, motor and

passengers of transit are highly susceptible to attract
by armed robbers in a country like Nigeria.

6.

For long journeys or trips, road transportation is

very slow when compared with rail and air modes.

Problems of Road Transportation in Nigeria

A lot of problems are associated with operation of road
transport service and road transportation in Nigeria. Most
of these problems arose as a result of poor management of
roads on the part of the government as well as poor
attention to customers on the part of the operators of road
transportation service. Some of these problems are as
follows:

43

1.

Recklessness of motor vehicle drivers: Many road

transportation drivers are illiterate and do not attach
much importance to value

of their passengers.

Because of this, they are very careless and reckless

on the

road. This often leads to

unavoidable

accidents and loss of lives and valuable as well as

great damages to their vehicles.
2.

Inadequate number of transit vehicles: The number

of road transit vehicles is too inadequate to cope with
the demand for road transportation in the country.
Because of this, most vehicles often carry excess
passengers

and

cargo,

leading

to

accidents,

inconvenience of commuters and damage to vehicles.

3.

Inadequate road network: The number and length of

roads in the country is too inadequate to cope with
the need for road transportation.

44

4.

Bad roads: The state of most roads in Nigeria is very

bad. Most of the roads are filled with potholes and
sharp pavement edges. These often cause accidents
and damages to vehicles and cargoes as well as great
inconveniences to commuters. This is the need for
government at all level to give more attention to road
maintenance in the country.

5.

Menace

of

highway

robbery:

The

presence

of

numerous police checkpoints has not been able to

put a check on this problem. Many innocent
commuters losses their lives and property to highway
robbers everyday, despite the presence of police on
the roads. This ugly situation has forces many road
user to carry police escort, which increases the cost
of road transportation.

45

6.

Inadequate maintenance of transit vehicles: Most of

the transit vehicles on our roads are in poor state of
maintenance.

The

prevailing

adverse

economic

situation in the country. Poor maintenance culture

and failure of the MOT and VIO to discharge their
statutory responsibility have left commuters to
depend on rickety conffins-on-wheels for their
journeys.

Managing the road transportation

Management can be defined as the process of
planning, organized, leading and controlling the work of
organization

members

and

of

using

all

available

organizational resources to reach organizational goals.

(Stoners, Freeman and Gilbert 1996).

46

According to Drucker,(2000:45) management is the process

of pulling together the efort of people in an
organization towards the achievement of goals of that
organization.
Attitude Of Transport Owners
The transport owners lack marketing plan. Marketing
plan is normally a short term plan that will direct the
organization from one year to three years. It will enable
the owner to have wide range of management benefit. It
coordinate the available resources of the organization
and eliminate confusion and misunderstanding in order
to achieve maximum co-operation. In the absence of
marketing plan, the transport owner will only have
immediate management benefit and there will be no cooperation.

47

Most transport owner lack the ability to minimize risk

through the analysis of the internal and external
environment. The planning procedure allows managers
to identify areas of strength and weakness so that the
first can be exploited and the second surmounted. In
addition to that, opportunities can be assessed.
Transport owners do not focus on long-term business
objective. They do not plan to be in the best position to
achieve

its

large

term

future

aims

which

allow

management to develop continuity of thought and action

from one year to the next.
Moreover transport owners are not interested in the
satisfaction of customers but for profit maximization.
They have power to generate or increase the level of
commuters demand or even influence their pattern of
demand but they only use their power on price in order
to get profit.

48

Transportation owners are self-centered. It is a major

problem and one major one which is difficult to solve.
Road

transport

owner

do

not

provide

adequate

infrastructure for commuters. They do not care if the

buses are regularly serviced or not. They believe that
business is just for profit and they lack analytical and
logical thinking.

Attitude of Drivers
Drivers have many attitudes. Most common ones among
them are:

49

Nonchalant

attitude:

Most

drivers

shows

less

concern where they are meant to show concern

especially when it comes to passengers. They know
what is right but they do not want to adhere to it.
They sometimes do not stick to the regulation and
as such, drive with high speed; hence cause
accident.
-

Reckless attitude: Drivers recklessness attitude has

cause lost of lives and properties. Most drivers do
not attach much important value to the life of the
passengers

and

because

of

this

they

drive

carelessly and recklessly on the road, showing lack

of care resulting to danger and disregard towards
the safety of passengers. Reckless driver drink
alcohol and smoke while on duty which cause lost
of lives and properties.

50

Over

speeding

attitude:

The

attitude

of

over

speeding is a serious problem. Over speeding has

caused lives and yet, many lives are still in danger
etc.
-

Disobedient attitude: This is inability to obey the

traffic rules and regulation. Most drivers fail to
obey traffic rule thereby causing problem to their
selves as well to their passengers.

Remedial Action

Divers should regularly visit workshop for

proper vehicle service

Seminars should be conducted by road safety

agency to educate drivers on things they need
to

know

like

obeying

traffic

rules,

consequences of over speeding etc.

51

There should be public enlightenment on

danger of smoking, drinking alcoholic drink
while driving and receiving of phone calls
while driving as well.

Drivers are required to be well experienced

and

be

aware

of

driving

skills

before

embarking on any driving assignment.

Drivers should be taught how to be on a

friendly note with their passengers, this bring
about peaceful condition during driving and
leads to safety of both the passengers and the
driver.

Responsibilities of the road transport managers

52

Whether a company operates its own fleet of vehicles

or depends on the services of independents providers of
carriers, it need to transport department or unit and a
capable manager or supervisor to take charge of it. In a
typical

manufacturing

and

marketing

company,

road

transport is required for sourcing production input and

distribution

of

finished

goods.

It

is

essential

for

organizational people to note that basically, the same

transportation activities are required for the inbound
movement

of

production

materials

and

outbound

movement of finished goods.

The

most

important

among

the

functions

or

responsibilities of a transport manager in a typical

manufacturing

and

marketing

company

include

the

following:

53

1.

Routing: for a company making use of outside

transport services, routing involves the choice of the
mode of transportation to use for moving goods and
personnel and the selection of a carrier or carriers
within the mode. To a large extent, transport
managers make this decision in consideration of the
nature of the goods, the speed required, transport
cost, service expected organizational resources and
objectives,

also

customers

expectations

among

others.
2.

Carrier selection: This is essentially part of routing

the decision here should be taken, based on the
transport need of the company, its resources and the
efficiency of the alternative carriers available in the
community concerned. A company should stick to
the selected carrier for a relatively long period of time
so as to benefit from accrued experience.

54

3.

Rate negotiation: rate negotiation has to do with the

determination of transport charges for specific units
of traffic and distance. The managers should ensure
that his company obtained as low rate as possible,
subject to the satisfaction of its transport needs.

4.

Transportation cost reduction: It is essential to

transport managers who makes eforts to reduce the
transport cost of his company. This can be done by
transporting goods in bulk, engaging in pool car or
pool truck management with others in order to
transport car lead rather than less car load, packing
goods in other to obtain rate reduction and efective
rate negotiation among others.

55

Re-consignment: This involves changing the routing

of consignment, its consignee and destination after it
has been turned over to a carrier. Re-consignment is
actually a type of diversion. When there is a need for
diversion, the traffic manager needs to request the
carrier to efect the necessary charges in routing and
delivery on time before the consignment arrives at
the original destination.

56

6.

Minimizing risk and making claims: Transportation

involves risk. Claims are also necessary when
damages or loses occur. The transport officer duty
with respect to risk is essentially that of their
minimization rather than complete elimination. One
of

the

most

transportation

efective
risk

is

means
by

facilities and the consignment

of

ensuring

minimizing
transport

in transit. It is the

right of a manager to make claims when necessary

and should be made on time and through the right
formal channel.

57

7.

Personnel management: The personnel working in

the transport department of organization include
drivers, mechanics, electricians, drivers mate, clerk
and clearing and forwarding officials. The transport
managers need to see that their duties are properly
spelt out and that they are organized and motivated
to achieve the departmental goals and corporate
goals of the organization itself.

8.

Facilities maintenance: The transportation facilities

should be kept in a good working condition at all
times. It is good for a big company to have its own
vehicles maintenance workshop.

The above maintained is a good and essential duties of a

good manager.

2.4

JUSTIFICATION

OF

ROAD

TRANSPORT

REGULATION

58

The transport industry is a highly regulated industry.

Though some modes of transportation are more regulated
than other, there is no mode that does not feel the impact
of government control measures in the country. Nigerias
cases is not much diferent from that of any other country.
However, the extent of government activities in the
regulation and control of road transport in any place
depends on the political and economic ideology by the
government, the level of economic situation and the ability
and maturity of the private and commercial providers of
road transport services in the society concerned. In the
regulation of road transport, government hopes to ensure
the safety of the general public and users of road transport
services accelerate and appropriately channel the direction
of the development of road transport operators and parties
involve in transportation contractual relationship.

59

A number of reasons can be given to justify actions of

government in regulating transport. The most popular
among these reasons are as follows:

a.

Safety

of

general

transport:

The

public

vehicles

and
used

users
in

of

road

the

road

transportation can sometimes pose great dangers

to the member of the public and the users of their
services. Some of these dangers (such as accidents)
may be due to the use of faulty vehicles or the
carelessness of drivers. Accident resulting from
these may lead to the loss of live and valuables.
Government

tries

to

regulate

transport

by

determining which vehicles are fit to be used for

transportation and qualifies to operate. Through
these and other measures, the public and users of
road transport services are protected.

60

b.

Environmental protection: Some road transports

pollute and degrade the environment. Examples of
these are the emission of dangerous gases from
internal combustion engines, noisy and oil spillage
from broken or vandalized pipelines.

c.

Economic stability: As we saw in chapter one

growth of the economy of any nation depends
heavily on road transport. Without a good road
transport, no economy can develop or function
properly. A mal function in the transport system
can greatly jeopardize the interests of any nations
economy. By controlling the excess of commercial,
transport

operators,

government

hopes

on

achieving and maintains economic stability.

61

REFERENCES

Robert, B. U (179). Business and Government Policy. New

York: McGraw Hill Book Company.
Ejiofor, P. I. (1990). Foundation of Business Administration.
Onitsha: African Feb Publishers.
Olakunle, K. O. (2006). Transportation
Enugu: Giovanni Publishers.

Management.

Ejiofor, P. I. (1990). Managing Government owned

companies. Onitsha: Fourth Dimension Publishers.
Tony, A. Ijewere (2000). Business Management. Benin City:
Nigeria. Floreat System Publishers.

62

CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.1 RESEARCH DESIGN
The study was carried out to examine the road
transportation management and customers satisfaction in
Peace Mass Transit Nig Ltd.
Satisfaction is crucial to the well-being and survival of
any enterprise. Management by virtue of their position as
decision makers in any organization

wield

massive

influence in the conduct of the organization activities and

thus determine the operation and direction of firm in order
to achieve sated objectives or goals.
3.2

SOURCES OF DATA

3.2.1 PRIMARY SOURCE OF DATA

63

To

obtain

primary

data

from

respondents,

the

researcher employed two basic methods, which are the use

of personal interviews (oral). The researcher used personal
interview to get factual data from the representatives of the
company. The self-scoring questionnaire will be used to
ascertain the employees perceptions.
The questions were simply worked to avoid obscure
meaning and to encourage independent

in making the

response.

3.2.2 SECONDARY SOURCES OF DATA

Secondary sources were also made use of. They are
magazine, newspapers and other researcher works that are
related to the topic.
Collection of secondary data is being done by collecting
information from the companys magazine and other
documented reports.

64

3.3

THE POPULATION OF STUDY

At

the

time

of

conducting

this

research,

the

population of persons working in Peace Mass Transit is four

hundred and twenty (420) persons. This forms the
population of study.

3.4

DETERMINATION OF SAMPLE SIZE

The statistical formula applied to determine a sample

from a definite population as formulated by Yamane is as

follows:
n

N__
1+n(e)2

Where n = the desired sample size

N

size of the population of interest

(in this case it is 420 persons)

65

This is the limit of error tolerance which we

assumed to 10% (i.e.0) substituting the figure in the

formula therefore:
n

420
1+420

420
1+420(0.01)

420
1+420

3.5

METHODS OF DATA COLLECTION

420
520

(sample selection) = 81

The method used for collecting relevant data for this

study is questionnaire. The questionnaire is structured and
fixed type of questionnaire.

66

The researcher used table and simple percentage

method.

3.5.1

QUESTIONNAIRE

DESIGN,

DISTRIBUTION

AND COLLECTION OF RESPONSE

As stated above, oral interviews were held with some
management staf of the company. In the course of the
interview, the following questions were asked.
1.

what are the policies the managers use to satisfy

their customers?

2.

What

are

the

strategies

being

applied

by

the

management of Peace Mass Transit to concretize the

policies?
3.

How would you evaluate the efect of these strategies

on customer satisfaction?

4.

What are other steps to be taken in future to improve

these satisfaction strategies?

67

5.

What is the policies design for developing new

satisfaction strategies that will suite the customers?

3.6

METHOD

OF

DATA

PRESENTATION

AND

ANALYSIS
The data will be presented and analyzed with the use
of table and simple percentage method.

68

CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
This chapter deals with the presentation of data
collected by the researcher. The researcher presents
analysis of response obtained from the respondent.
Demographic Characteristics
Often there is always a change in the number of staf or
customers working and patronizing respectively in
particular period.

Table I
Distributing and retrieved of the questionnaire
No

81
Total

No returned

No. Not

distri

returne

buted

d
73
73

90.1
90.1

8
8

9.9
9.9

Total

100
100

69

Source: field survey 2010

From table 4.1.1 above shows that out of 81 questionnaire
that were distributed to the respondents 73 or 90.1%
were returned while 8 or 9.9% were not returned.
The high rate of questionnaire returned was due to
the researcher regular visit on personal capacity to
the respondents.
Table 4.1.2
Sex distribution of respondents
Response
Male
Female
Total

Frequency
52
21
73

%
71.23
28.77
100

70

Source: field survey 2010

In table 4.1.2 above out of 73 respondents 52 or 71.23 were
male while 21 or 28.77 were female.
Table 4.1.3
Age Distribution of respondents
Age
Frequency
18-25
8
26-35
13
36-45
30
46-55
18
56 above
4
Total
73

%
10.96
17.81
41.10
24.66
5.48
100

71

Source: field survey 2010

In table 4.1.3 above shows that out of 73 respondent
8 or 10.96% were of the age of 18-25 and 13 respondents
or 17.81% were at the age 26-35 30 respondents or 41.10%
were of the age 36-46 18 respondent or 24.66% were of the
age of 46-55 and 4 respondents or 5.48% were of the age of
56 and above.
Table 4.1.4
Marital status of respondents
Marital
Single
Married
Total

Frequency
36
37
73

%
49.32
50.68
100

72

Source: field survey 2010

Table 4.1.3 shows the marital status of the respondents out
of 73 respondents 36 or 47.32% are single while 37
or 50.68% also of the respondents are married.
Therefore, showing that married customers are more
than the single customers that patronizes Peace
Mass Transit.
It is good to know the educational background of the
respondents, hence the respondents were asked to indicate
their high educational qualification. See table 4.1.4.
Level of education of the respondents
Level of education

FSLC
B.SC,NCE/OND
Graduate/HND
Post graduate
Professional qualification
WAEC
Total

No of
respon
se
0
10
14
10
9
30
73

0
13.70
19.18
13.70
12.33
41.10
100

73

Source: field survey 2010

The table indicates that none of the respondents had
primary six as their highest qualification. Those that
admitted that WAEC was their highest qualification
numbered 30 which represents 41.10%, the total
presented 10 or 13.70% of the respondent had B.sc,
NCE, OND. 14 or 19.18% of the respondent are
graduate/HND and post graduates numbered to 10
or 13.70% of the total respondent while 9 or 12.33%
of the respondent had professional qualification as
driving.
Based on the information in the above table, it can be said
that majority of the respondent had WAEC as their
highest qualification which represent 30 or 41.10%.

74

The researcher also want to know the duration which

the customers have been patronizing Peace Mass Transit.
The

table

below

shows

the

number

of

years

the

respondents have patronize the company.

4.1.5
Level of duration of patronage
Duration of patronage

1 month 5 years
6 years 10 years
11 years 15 years above
Total

No of
respon
se
20
40
13
73

27.40
54.80
17.81
100

75

Source: field survey 2010

It is shows that 20 or 27.40% of the respondents have
patronized the company between and 5 years, 40 or 54.80%
of the respondents have patronized between 6 and 10
years. While 13 or 17.81 respondent have patronized peace
transit for years and above.
Based on the above information it is therefore revealed
that majority of the customers that patronizes Peace Mass
Transit have been between 6 years and 10 years.
The researcher went further to interview in other to
know the relationship that exist between the management
and the customers.
Table 4.1.6
Respondents

responses

on

relationship

between

management and customers

Question: What working relationship exists between the
management and the customer?

76

Response
Frequency
Cordial
20
Non cordial
53
Total
73
Source: field survey 2010

%
27.40
72.60
100

Table 4.1.6 shows that out of 73 respondents 20 or 27.40%

said the relationship between management ands
customers is cordial while 53 or 72.60% said it not
cordial.
Table 4.1.7
Respondents responses on assessment on the management
Question: what is your assessment on the management
Response
Efficient
Inefficient
Bad
Total

Frequency
13
40
20
73

%
17.81
54.79
27.40
100

77

Source: field survey 2010

In

the

above

table,

it

shows

that

out

of

73

respondents 13 or 17.81 said that Peace Mass Transit

management is efficient, 40 or 54.79 said that its
management is inefficient and 20 or 27.40 states that its
management is bad.

78

Table 4.1.8
Respondents responses on assessment of the driver
Question: Do drivers of Peace Mass transit run at extreme speed on the
high way?

Response
Frequency
Good
9
Over speeding
43
Reckless
21
Total
73
Source: field survey 2010

%
12.33
58.90
28.77
100

In the table 4.1.8 above, out of 73 respondents, 9 or

12.33% states that drivers drive good, 43 or 58.90 states
that the drivers over speed while driving and 21 or 28.77%
gave information that the drivers drive recklessly while
driving.
Based on the above information, the majority gave
information that the driver of this company over speed
while driving.

79

Table 4.1.9
Respondents responses on the main goal of the company.
Question: What do you think is the main goal of Peace Mass
transit?

Response
To make maximum profit
To give transport service
Total
Source: field survey 2010

Frequency
63
10
73

%
86.30
13.70
100

The above table shows that out of 73 respondents 63x.30%

respondent feels that the company is out to make
profit while 10 or 13.70 feel the company is out here
to provide transportation services for the people of
the state.
Based on the above information, it indicates that
Peace Mass transit is out to make maximum profit possible.
Table 4.2
Respondents response of assessment on the vehicle they
have entered or traveled with.

80

Question: What is your assessment on the vehicle you have

entered or traveled with?
Response
Good
Fair
Bad
Worst
Total

Frequency
5
10
40
18
73

%
6.85
13.70
54.79
24.66
100

81

Source: field survey 2010

The above table shows that out of 73 respondents 5 or
6.85% asses the vehicle they have entered to be good, 10 or
13.70 said their assessment is fair and 40 or 54.79% of
respondents said bad while 18 or 24.66% states worst.
Based on the above information, the majority of the
respondents gave information that their assessment
on the vehicle they have traveled with is bad.

Table 4.2.1
Respondent responses on if driver travel with manifest
Question: Does the drivers of Peace Mass Transit travel
with manifest?

82

Response
Yes
No
Total

Frequency
73
0
73

%
100
0
100

Source: field survey 2010

The above table shows that out of 73 respondents, 73
of 100% of the respondents feels that the driver of Peace
Mass Transit always travel with manifest.
The respondents (customers) were asked to evaluate
the organization in terms of customers satisfaction. The
result of their response are liquated in the below table.

83

Table 4.2.2
Respondents responses on service being received from
Peace Mass Transit.
Question: What do you have to say about the services being
received from Peace Mass Transit?
Response
Satisfying
Fair
Dissatisfying
Total

Frequency
16
19
38
73

%
21.92
26.03
52.1
100

84

Source: field survey 2010

From the above table out of 73 respondent 16 or
21.92 said satisfied, 19 or 26.03 said fair while 38 are
dissatisfied with services being given to them at Peace
Mass Transit.
Further, the respondent were ask if they have the
opportunity to patronize somewhere else would they like it?
The result of their responses are depicited below.
Respondents responses on if they have opportunity to
patronize somewhere else.
Question: As a customer, if you are given opportunity to
patronize somewhere else will you be happy?
Table 4.2.3
Response
Yes
No
Total

Frequency
48
25
73

%
65.75
34.25
100

85

Source: field survey 2010

The above table shows that 48 of 37% out of 73
respondent says they will patronize somewhere, else if they
have the opportunity while 25 or 34-25 will not want to
patronize somewhere else if opportuned.
This

shows

that

the

majority

of

Peace

Mass

Customers will stop patronage if opportuned.

86

Table 4.2.4
Respondents

responses

on

the

problems

facing

the

enterprise.
Question: What is your opinion on the problem facing the
enterprise?
Response
Financial
Personal
Bad leadership
Mismanagement
All of the above
Total

Frequency
5
6
15
45
2
73

%
6.85
8.22
20.55
61.64
2.74
100

87

Source: field survey 2010

The above shows that out of 73 respondents, 5 or
6.85% says that the problems being faced in Peace Mass
Transit is financial problems, 6 or 8.22% says is personal
problem, 15 or 20.55% says is bad leadership problem, 45
or 61.64% says is mismanagement problem while 2 or 2.74
respondents says that it is all of the above problems.
Based on the information given above, it is cleat that
majority of all respondents which numbered to 45 or
61.64% gave information that the problem being faced in
the

Peace

Mass

Transit

today

is

result

of

mismanagement.
Table 4.2.5
Respondents responses on well trained and efficient staf.
Question: Does Peace Mass Transit have well-trained and
efficient staf?

88

Response
Yes
No
Total

Frequency
65
8
73

%
89.04
10.96
100

89

Source: field survey 2010

The above table show the response of 73 respondent
which of that 73, 65

or 89.04% says that Peace Mass

Transit have well trained staf while 8 or 10.96% said that

the company do not have well trained staf.
Based on the above information the majority of the
respondents states that Peace Mass Transit have well

trained staf.
Table 4.2.6
Respondent response on important of transportation
management.
Question:

What

do

you

think

about

the

role

of

transportation management?
Response
Important
No important
Total

Frequency
50
23
73

%
48.49
31.51
100

90

Source: field survey 2010

The above shows that out of 73 respondents 50 i.e
48.49% of them says and agree that transportation
management plays an important role in the movement of
goods and services. Based on the above information
transportation management is the engine of the economy.

91

Table 4.2.7

Respondent

response

on

if

the

transportation

management have adequate modern technology

and infrastructure.

Question: Does transportation companies have adequate

modern

technology

and

infrastructure

to

the

satisfaction of customer?
Response
Yes
No
Total

Frequency
53
20
73

%
72.60
27.40
100

92

Source: field survey 2010

The above information shows that out of 73
respondents 53 or 72.60% says that Peace Mass transit
have adequate modern technology and infrastructure to
the satisfaction of customer. While 20 or 27.40%
respondent says that Peace Mass transit do not have
adequate modern technology and infrastructure. Base on
the above information, the majority of the respondents
states that Peace Mass Transit have adequate modern
technology.

93

CHAPTER FIVE
SUMMARY

OF

FINDINGS,

CONCLUSION

AND

RECOMMENDATION
5.1 SUMMARY OF FINDINGS
Researcher arrived at the following findings which
include:

94

1.

Road transportation management plays important

role in the movement of goods and services. In
recognition of this, intangible data collected on the
role of transportation movement on the movement of
goods and services show that transportation in any
economy is a sector that can not be over emphasized.
The

researcher

discovered

that

transportation

management plays a vital or major role in the

movement of goods and services. This means that
the mobility of people and material especially in the
present days, is one of the greatest needs that have
to be adequately satisfied in our society and economy
at large.
Secondly, commuters always express dissatisfaction
when there is any major breakdown of vehicle when they
are on business appointment.

95

Thirdly, most commuters are highly dissatisfied or not

delight when they cannot reach their destination as
required. This could be because of not meeting up with
business or other relevant appointment.
Fourthly, commuters are always not comfortable and
skeptical when drivers drive at very high speed. This is one
of the major reasons of fatal accident on our highways.
Finally, most transportation companies lack modern
infrastructure such road and road signs and facilities such
control computer and air conditional in their organization
to take good care of the customers.

5.3

CONCLUSION

96

Knowing that road transportation is referred to as the

engine

of

the

economy,

the

road

transportation

management should get in more modern facilities for easy

road

transportation

services

and

also

maintain

the

equipment available to them.

5.2

RECOMMENDATIONS
The management of road transportation companies

should make sure that the transport vehicles go through

routine maintenance to reduce the rate of breakdown of
transportation vehicle on the highway.
Secondly, the management as well computerize the
company as to monitor the speed limits on the driver. This
will help to reduce the rate of road accidents and make the
company to have goodwill.
Finally, the management should also provide modern
infrastructure and facilities to take adequate care of
the commuters.
97

98

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Olakunori, K. (2006). Business and Government Policy.
New York: McGraw Hill Book Company.
Olakunori, O. K. (2006). Transportation Management.
Enugu: Grovani Publishers.
Vewere, T. (2000). Business Management. Benin City:
Flovent System Publishers.

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INTRODUCTION LETTER

Department of Business Administration

Faculty of Management,
Caritas University
Emene Enugu
Enugu State.
12th April, 2010
Dear Sir/Madam,
A REQUEST TO COMPLETE QUESTIONNAIRE
I am undertaking the Study of Road Transportation
Management and Customers Satisfaction. A case study of
Peace Mass Transit.
This question is a means of obtaining information
from you concerning your present position and personal
perceptions of the availability of these data. Answers to the
question should be as much as possible reflect your
individual opinion and situation.
In answering these questions, your name is not
necessary required. I am interested only on the data. All
information obtained will be treated in confidence and
utilized purely for academic purpose.
101

Thanks for your co-operation.

Ogbuu Cynthia.

INTRODUCTION

Please tick [] as a response to any option best in your

opinion.
1.

Your name__________________________________

2.

Sex:

3.

Age:

Male [ ] Female [ ]
18-25 [ ]26-35 [ ]36-45 [ ] 46-55 [ ]56

above []
4.

Marital status: Single [ ] Married [ ] Others [ ]

5.

Academic qualification: FSLC [ ] WAEC [ ] OND [

] NCE [ ] HND [ ] B.SC [ ] PHd [ ] Others [ ]

Section B

102

6.

What

working

relationship

exists

between

the

management and the customers of Peace Mass

Transit? Cordial [ ] Not cordial [ ]
7.

What is your assessment on the management Peace

Mass Transit?
Efficient [ ]
Inefficient [ ]
Bad [ ]

8.

What is your assessment on the drivers? Good [

Very bad [ ] over speeding [ ] reckless [ ]

9.

Which of these objectives do you consider to be

main goal of Peace Mass Transit?
To make the maximum profit possible [ ]
To provide transportation service not necessarily at
profit []

103

10. How does the relationship between the management

and the customers of Peace Mass Transit afect the
company?
It makes more productive [ ]
It has no efect [ ]
It makes less productive [ ]
Dont know [ ]
11. What is your assessment on the Peace Mass Transit
you have entered or traveled with? Good [

] Fair [

]
Bad [ ] worse
12.

Why

do

you

[ ] Worst [ ]
prefer

Peace

Mass

Transit?

_____________________________________________________
____________________________________________________

13. Does your driver travel with manifest? Yes [

] No [

104

14. Do you feel bad having other competitors? Yes [ ]

No [ ]
15. Does the management Peace Mass Transit provide
steady employment?
Yes [ ] No [ ]
16. Does the management of Peace Mass Transit
organization maintain the vehicles regularly? Yes
[ ] No [ ]
17. Do drivers of Peace Mass Transit run at extreme
speed on the highway? Yes [ ] No [ ]
18.

What safety measure does the enterprise give? ______

_____________________________________________________
___________________________________________ _________

105

19. Assuming customer bought a ticket but along the

time, something comes up that he or she need not
to travel again, will the management consider
his/her refund of payment? Yes [ ] No [ ]
20. What are the criteria for employing?
Driver:__________________________________________
Other staf:___________________________________
21. In your opinion, what is the problem facing Peace
Mass Transit?
Finance [ ] mismanagement of fund [ ] personal [ ]
bad leadership [ ] all of the above [ ] none of the
above [ ]
22.

How will these problems be solved?

________________________________________________
________________________________________________

106

23. Does Peace mass Transit have well trained and

efficient staf Yes [ ] No [ ]
24. What do you think about the role of transportation
management?
Important [ ]
Not important [ ]

107