RESEARCH PAPER ON ASSESSMENT OF SEVICE DELIVERY ON

PUBLIC TRANSPORTATION

(A CASE STUDY ON DIRE DAWA CITY BUS SERVICE DELIVERY)

RESEARCH PAPERSUBMITTE FOR PARTIAL FULFILMENT OF

THE REQUIREMENT OF BA DEGREE IN LOGISTICS AND SUPPIY
CHAIN MANAGEMENT

PREPARED BY, IBRAHIM ISACK

R/521/05

DIRE DAWA UNIVERSITY

SCHOOL OF BUSINESS AND ECONOMICS

DEPARTMENT OF LOGISTICS AND SUPPLY CHAIN

MANAGEMENT

ADVISOR, GIRMAY. A

JUNE2015

DIRE DAWA, ETHIOPIA

 Acknowledgment

Firstly would like to thanks my Allah for his assistance still today .And, also I
would like to thanks to provide my gratitude to the school of business and
economics , department of logistics and supply chain management for giving
this vital course by considering the necessity.

Next, I would like to express my sincere appreciation and gratitude to my

advisory Girmay, A. For his encouragement and valuable guidance in my
engine senior essay as well as my deepest love apparition and gratitude go to
my mother for their financial and moral support

Finally, I would like to thanks my family for their treatment of financially as

well as moral support not in the accomplishment of this paper, and also
throughout my learning process.
ABSTRACT

The study was conducted on the topic of assessment of service delivery on public transportation
(a case study on dire dawa city bus service delivery)).service delivery is most essential practice
for all organization, for individuals and for society as whole.

The study was conducted on dire dawa town. Both primary and secondary data sources were
used to collect data. I order to collect the primary data the researchers used close-ended
questioners and open ended questioners. The secondary data necessary for the researchers
gathered from internets, books, journals’, documents, annual report and pamphlet newsletter of
the company, and some magazine of the company is uses. The sampling techniques that the
researchers used for the study was simple random sampling technique.

The aim of the research was to find out and to identify weather the practice of service delivery
system is properly managed or not and to assess the main problem in countered in relation to
service delivery system of dire dawa city bus service delivery . In addition, it helps for the
researchers, to obtaining enough knowledge regarding service delivery System in the
organization and for the future, it help the researcher to do good research techniques by making
improvement in the previous research. And at the end some ideas was forwarded as conclusions
and recommendation.
Table of content

Title page

ACKNOWGEMENT………………………………………………………………………..I

ABSTRACT…………………………………………………………………………………II

TABLE OF CONTENT……………………………………………………………………III

LIST OF TABLE……………………………………………………………………………V

CHAPTER ONE

1. Introduction…………………………………………………………………………..1
1.1. Background of the study……………………………………………………1
1.2. Background of the organization…………………………………………..2
1.3. Statement of the problems…………………………………………………2
1.3.1 Research question……………………………………………………….3
1.4. Objective of the study……………………………………………………….3
1.4.1. General objective………………………………………………………..3
1.4.2. Specific objective…………………………………………………………3
1.5. Significance of the study…………………………………………………..4
1.6. Scope of the study…………………………………………………………..4
1.7. Limitation of the study…………………………………………………….5

CHAPTER TWO

2. Literature review……………………………………………………….6
2.1. basic concept of service………………………………………………….6
2.2. What is service……………………………………………………………….6
2.3. Service component………………………………………………………….7
2.4 distinctive characteristics of
service……………………………………………………….8
2.4.1. Types service………………………………………………………8
2.4.2. Service
quality………………………………………………………….12
2.5. Service driven logistics
system…………………………………………………13
2.5.1. Service delivery process…………………………………14
 2.5.2. The principles of public service delivery
system…………………………………………
2.5.3. The objectives of service delivery policy………………………..14
2.6. An over view of public transportation……………15
2.6.1. Quality of public transportation
2.8.2. Customer satisfaction………………………………………………19
2.9. Routing and scheduling of transportation…………………………………
20. Transportation principle

CHAPTER THREE

3. Research methodology ,research design and organization of the study

3.1. Research design………………………………………………………….
3.2. Nature and Source of data ……………
3.3. Sampling technique……………………………………………………..
3.4. Method of data collection
3.5. Method of data analysis
CHAPTER FOUR
4. Data presentation, analysis and interpretation
1. Introduction………………………………………………………………..

CHAPTER FIVE

5. summary findings, conclusion and recommendation

5.1. Summary findings…………………………………………................
5.2. Conclusion………………………………………………………………..
Recommendation………………………………………………………..

BIBILOGRAPHY………………………………………………………………
QUESTIONNAIREE…………………………………………………………..
 CHAPTER ONE

1. INTRODUCION
1.1Back ground of the study

Transportation is defined as movement of materials and goods, or people from

one place to another with a specific objective. Transportation is fundamental to
civilization. The role of transportation in socio–economic development is that
allows for; division of labor and labor specification procurement of raw material
s from various sources, Dispatch of good to market place, personal mobility
((Ayele kuris,2006).

Bus transport service is also major role in prevision of public transport. The
service can take many forms, varying in distance covered and types of vehicles
use and can operate with fixed or flexible rout and schedule. (Donald.J 1996)

Urban public transport service are particular important to accelerate

socioeconomic activities of given city. It play a great role through transporting
necessary goods and people from the origin to their work place by affordable
price, and the presence of cheap and sufficient public transportation also
facilitate the process of urbanization. It is strong influence on the shape and
form of urban area to the society (Marti Christopher 2001).

The reason that the researcher to conducting this study is to assess whether
the practice of service delivery is properly managed or not and the main
problem encountered in relation Dire Dawa city bus transport service delivery.
 1.2 Back ground of the organization
In the history of Ethiopian urban public transport service was necessary to
provide transport service to the dire dawa and its surrounding .from this urban
public transport service provider of dire dawa city bus administration was the
buses that were formerly used by the society. It starts its operation with 3
buses and 2 routs by having 20 workers.

In the year 2003 the demand of public transport increased and the service line
were increased from 2-6 buses.

The existing organization was organizing as an dependent organization under

dire dawa city road authority .In the year 2003 by proclamation number
187/2003 the authority transfer to dire dawa city administration office of dire
dawa public

Security and service with the name of dire dawa city bus service by having total
initial capital of 14 million birr for the objective of provision of public transport
service to the all citizens of dire dawa and the surrounding with non-
discriminate price (dire dawa city public security and service research).
 1.3 Statement of the problem

Service delivery is not an easy task since the customers are always in
question to meet their limitless needs. Recently, public transport service is
daily issues of many people and institution in our country. The reasons
are that they are being wider users on the progress for economic, business
and daily social activities. So dire dawa city bus are the main actors in
these activities by providing numerous transport services to cover all
people of dire dawa city. The intention of dire dawa city bus transport is
providing sufficient service in the city of dire dawa for facilitating the socio
economic activities to contribute in bringing the economic growth and the
development of the country. The organization also does not seem to give
comfortable bus transport service based on customer’s interest. Therefore,
the study will concentrate on The accessing the practice of service delivery
system on Dire Dawa city bus transport service by designing and
answering the following research question.

1. What are the major challenges that Dire Dawa city bus service to
meet the satisfaction of bus transport users?
2. How looks like the accessibility of bus transport service in Dire
Dawa city?
3. How effective and efficient principles of public service delivery
system are applied by dire dawa city bus transport service?
4. How the service delivery is practiced like routing and scheduling?
 1.4 Objectives of the study
1.4.1 General objective

The general objective of this study is to assess service delivery on public

transportation in Dire Dawa city bus service delivery.

1.4.2 Specific objective

The specific objective of this study will addresses the following issue of the
organization.

1. To determine the problems and challenges of the Dire Dawa city bus
service to meet the satisfaction of customers.
2. To assess the accessibility of city bus transport service in Dire Dawa
city
3. To determine the effectiveness and efficiency of Dire Dawa city bus
transport service provision system.
4. To assess how the service delivery is practiced and designed based
on routing and scheduling.
 1.5 significance of the study

This study will benefit different groups of people, i.e. organization, policy
makers, and individuals. The finding of this will important for the
0rganization to identify their weakness and strength in order to improve
public transport service delivery and also to corrective measures. They can
also use as a reference to identify the factors which are highly affecting
good public transport services delivery .policy makers will be benefit from
this finding by getting reaches information while they are preparing rules
and guidelines. Also this research will support other researcher who is
interested to carry out further study on these issues. If the other
researchers who have a desire to conduct a research 0n this issues they
can use this paper as a refer

1.6scope of the study

The study was geographical delimited dire dawa town, specially bus
services delivery on four and only cover the assessment of service delivery
on public transportation on dire dawa city bus service delivery

1.7 limitation of the study

While investigating the study the researcher may face many problem, bias
and error when collecting the data. Some interviewer unwillingness to give
information. The study relied on both primary and secondary data for
information the presence of fault data might pose problem to study. The
manager of the organization may busy to give details information of public
transport service delivery and some questioner unclear for some
respondent of the organization
CHAPTER TWO

1. LITRETURE REVIEW
1.1Basin Concept of Services
What is a service?

Services is any act or performance to another that is essentially intangible

and does not result in the ownership of anything (Philip kolter2006)

Every organization, whether in the manufacturing sector the services

sectors, it requires services in the course of its operation. The services
sectors is growing as a portion GDP and so is the percent of spend for
services. It is not only the share dollar spend to acquire services but also
the impact on these services on organizational success that makes the
effective acquisition of services as a significant and important challenge
(Michael’s 2008)

Almost any level of logistical services can be achieved if a firm is willing to

commit the necessary resources. A logistical service is a balance of
services priority and cost. the more significant the services the failure
impacts up on the customers , the greater priority with placed on
logistical performance (Donald .J 1996)

Services is generally any activity under taken to meet social needs

.public services ,particularly, refer to those activities of government
institutions aimed satisfying the needs and ensuring the wellbeing of
society . public services is a term usually used to mean services
provided by government to citizens either directly through the public
sectors or by financing private provision of services the term is
associated with a social consensus usually expressed through
democratic elections that certain services should be available to all
regarding of income (ECSC, student materials ethics and services
delivery(2008)

According to kolter, the services components are as follows;

 Pure tangible goods: the offering consists primarily of tangible good

 Tangible good with accompanied by one or more service: the offering
consists of a tangible good accompanied by one more service.
 Hybrid: the offering consists of equal parts of goods and services.
 Pure services: the offering consists primarily of services.
2.2. Distinctive characteristics of services
According to palm, an s service has four distinctive characteristics,
that as follows the following:
1 .Intangibility services: a pure service cannot be assessed using
any of the physical sense, tested or touched. It is an abstraction
which cannot be directly examined before it is purchased.
2.Inseparability: services are typically produced and consumed
simultaneously. this is not true of physical goods , which are
manufacturing , put into inventory, distributed through multiple
researchers and consumed later .
2.1.3 Variability: it is impossible for a services industry, or even
an individual service of services to standardized output. each unit
of the services is somewhat different from others unite of the
some services . Since services depend on who provided, they are
highly variable
 Perish ability: unlike most goods and services can be stored. most
manufacturers of goods who are unable to sell their current output
carry forward stocks for futures sales (Adrian palmers 2000)

2.3Types of Services

According to tom and common three are five types of services. These are

Business to Business services: services provided for business

component. :

Business to customers: services provided for individual.

 Internal services : services provided by central or local government

 Nonprofit services : services provided by nongovernmental
organization

2.4 Services Quality

Quality refers to the extent of to which a services is what it claim to be and

does what is to do. The five determine of services quality, inorderto of
importance are:

 Reliability: this means the ability to perform the promised services

dependably and accuracy, providing services at the promised time.
 Responsiveness: the willingness to help customers and to provide
prompt services will be ,keeping customer informed as to when
services will be performed and readiness to respond to customers
request.
 Assurance : the knowledge and courtesy of employees and their
ability convey trust and conference

Employees who instill confer customers.

Making customers feel instill attain their transactions and employees who
have the knowledge to answer customers question.

 Empathy: theprovisioncarryingindividualized attention to employees

who understand the needs of their customers.

Tangibles: the appearance of physical facilities, equipment, personal ,

and communication material equipment , visual appealing facilities and
employees who have neat, professional appearance source(kotler 2006)

2.4.1Services delivery logistics system

The role logistics can be seen as the development of system and the
supporting co_ coordination process to ensure that customer services
goals are meet. This is the idea of driven logistics system as a system that
is designed to meet defined goals(Martian Christopher)

2.5 Services delivery process

Services delivery systems have implication customers that seek

The service.The implication of services delivery process will be greater

for those service that require high levels of interaction with the
customer.

Hanker(1996),describe service delivery system that need the services as

component the server and customer/interacting together. The organization
offers service with procedures and the customer receiver services from the
server directly.
2.6 The principles of public service delivery system

The following are regarded as key principles of public service delivery

system.

Participation: people should be fully engage in their own process of learning,

growing andchange, starting from where they are moving at their own place

Service standard : users and consumers of public services should be told what
level and quality of services the will receive so that they aware of what to expect

Empowerment: relation should shift to towards people achieving greater control

and influence over decisions and resources that impact on the quality of their
lives through increasingly interdependent relationships.

Responsiveness: users and consumers of public service should be

expect that, when the promised standards of service is not delivered, they
will be offered an apology, a full explanation and speedy and effective
remedy and that any complaint will produce systematic, positive response.

Consultation: users and consumers of public services should be

consulted about the level of and quality of the service they receive and,
wherever possible, to be given a choice about the services they are offered.

Transparency: the public should expect to be told how organization and

provincial administration are run, how much they cost, and who is in
change.

Accessibility:accessibility can be defined as ease of reaching and the

accessibility objective Isconcerned with increasing the ability with
whichpeople in different location and with differing availability of transport
can reach different types of facilities.
Affordable: service standards should include user changes, it applicable,
and should be attainment with available resources (government of FDRE
published service delivery police for the civil services.

2.7 The Objective of Services delivery policy

The overall objective of the policy on the service delivery is to affairs user
satisfaction in the service delivery in the organization.

2.8 An overview of public transportation

Public transport , public transit or mass transit companies all transport
system in which the passenger do not travel in their own vehicles while
it is generally taken to in chide rail and bus services, wider definitions
would include schedule air lines services, taxi services etc., any system
that transports members of the place in shared vehicles , which would
exclude taxis that are not shared ride taxis.

The term public transport is preferred in British and most common

wealth countries, whereas public transportations, public transit or mass
transit are usually used in North America.

According to Encyclopedia America, transportation is the conveyance of

person or property from one place to another .It has always been an
important human activity from the most primitive to the most advanced
state of development.

According to Keneth J. Button, the most important characteristics of

transport are that it is no really demanded in its own right. People within
general to travel, so that some benefits can be obtained at the final
destination .Trip itself is to be short as such as possible. The derived
nature of demand for transport is often forgotten in every day debated but
it under lies all economics of transport (Kenet.Button,; (2008).

2.8 .1 Quality of public transportation service

Quality of public transport service that is perceived, by local politicians
and in the media, to be reliable, frequent, good value, reasonable
comfortable (through the journey).Reasonablefast in most core journeys
between key traffic generator (including residential areas) and the town/
city center. QPT can generally also expect to have the following
characteristics in addition to the mentioned above:

 Service on routes will have frame like features : comfortable, fast

,and frequent
 There will be a significant degree of bus priority.
 There will be a strong focus on passengers / customers service and
on ease of use.
 The system will be efficiently operated, minimize costs for a specific
level for service (www. Total quality management. Com)

2.8.2 Customer satisfaction

Satisfaction is a person,feeling of pleasure or disappointment of resulting
from comparing a product, or service perceived performance /or out
comes/ in relation to his /her expectations. If the performance falls short
of expectations, the customer is dissaitied. If the performance matches the
expectations, the customer is satisfied. If the performance also exceeds the
expectations, the customer is highly satisfied or delights.

Although the customer center firm seeks to create high customer

satisfaction that is not its ultimate goal. If the company increases
customer satisfaction by lowering its price or increase its service, the
result may be lower profits, The company might be able to increase its
profitability by means other than increased satisfactions of
customers(kolter (

2006,p-61)

2.8.3 Routing and scheduling of transportation

Routing is related with transportation .when different points/ lines or
areas/ are linked together into a structure they form a network called
routing. such networks by carrying flow goods, people , information
oranything else that is moved from place to place give to regional
transport system.

Level of attraction and distribution.Hence assignmentis put in z way that

the highest value of attraction and distribution centers requires high
volume of trip assignment or bus schedule.

Generally routine and scheduling flow the perception that trips are
allocated to different networks in order to maximize use of scarce but
available resource through informed scheduling mechanisms. Good
routing and scheduling mechanisms are significant because of increasing
competition, deregulation and a number of economic factor( e.g. Fuel).
thegeneral benefit of improved routine and scheduling lower
transportation cost , reduce capital investmentin equipment and better
management decision making (AU, transportation freight management
student materials).

2.8.4Transportation principles
There are two fundamental economic principles that impact on
transportation efficiency. These are economic of scale and economic of
distance of Scale.

A .Economics of scale
It refers to the characteristics that transportation cost per unit of
weight decrease when the size of shipmentincreases,For instance
the truck load shipment ( i.e.shipment utilize the entire vehicles
capacity) cost less pound than large track load shipment ( i.e.
shipment that utilize apportion of vehicle capacity.
B.Economic of distance
It refers to the characteristics that transportation cost per unit of
distance decrease by distance increases. These principle are
important when evaluating transportation strategies or operating
practice (Asseffa andkefele(200000,(unpublished)
CHAPTRE THREE

3. Research methodology
This part of paper is to present the methodological considerations was
taken by the researcher to study, research methods, sources of data and
information needed for the study, data collection techniques and target
population.

3.1 Research design

The researcher was used descriptive research design and analytical design
method because these methods are very useful to clearly describe the
present state of an area of investigation to cover a wide magnitude in order
to obtain precise information concerning the current situation of services
delivery system of dire dawa city bus services delivery.

3.2 Nature and Source of data

Frist of all the researcher is to use describe research types that it used for
this studies are concerned with the describing the characteristics of
function of particular individuals and group of phenomena .There
researcher is used to describe research types by using primary and
secondary sources of data. The Primary source of data would collected
directly From subjects that are through close-ended questionnaire, open
–ended questionnaire and personal observation as well as secondary data
is collected from different related documents, books, internet and written
document.
3.3 Sampling size and sample method
Sampling is the process of using small of item from the whole population.
Therefore the researcher was used probability sampling techniques mainly
the simple random sampling techniques. The target population of this
study would be Bus service users of Sabian(02), Melaka jabdu (01), haft-
essa(07)and laga hare (08). The researcher considers 2500 population from
this all kebele,s . Due to collecting the data from this huge population is
difficult, the researcher was selected a sample size of 25 from bus service
users of those kebele,s.

The reason for the researcher to selecting simple random sampling

techniques has following two reasons,

1. to minimize bias; this technique are free from subjective and

personal errors, since, selection sample computed in a single phase
of selection.
2. That, this all societies who living in the study area as uniformity in
all socio- economic aspect and work habit ,due to this simple
random sampling technique is preferred for the collection of data.

3.4 Method of data collection

There is many method or techniques of data collection instrument that
was used for different research activities. The researcher was use close-
ended questionnaire and open –ended questionnaire method for collecting
primary sources of information for the research. The secondary sources of
data will obtain from books, written document as well as internet.

3.5 Method of data analysis

To analyze the collected data of this study, both quantitative and
qualitative data analysis method were customer. Data which are collected
through questionnaire analyzed using quantitatively like percentage and
frequency. Data which are collected through interview analyzed
qualitative.
 Chapter Four

Data analysis, interpretation and presentation

4.1.Introduction

This paper is conducted on assessment of service delivery on public

transportation in case of dire dawa city bus service delivery. For the study
purposes questionnaire have been prepare to collect data from customer.

4.2 profile of the respondent

This section of the study deals with presentation ,interpretation and

analysis of data from primary source through questionnaire .the
questionnaire was distributed for dire dawa city kebele,s(01)melka s,(02)
Sabin,(07) haft-essa and (08) lagaharre .The total population of 2500,the
was take 25 individual in sample size. The totalof 25questionnaires was
distributed to the customer and all questionnaires were answered and
returned. This gives the response rate of 100% which is implies that the
majority of the respondent replied to the distributed questionnaires
attentively .Therefore that data analysis is subsequent section of this
chapter based on the questionnaire data. And the data has been present
with using percentages and tables through practiced quantitative and
qualitative techniques of interpretation. The first part deals with
demographic parts of the respondents that included personal information
as well and the second partdeals about the service delivery system of the
on public transportation responses.

. So this researcher was basically focused on the assessment of service

delivery system on public transportation practice of dire dawa city bus
service delivery and based on the collected data the researcher was made
analysis and interview question

Table demographic profile of the respondent’s

No Item No of respondent Percentage

1 Sex
Male 15 60%
Female 10 40%
Total
25 100%

2 Educational level
Grade - -
High school complete 11 45%
TVT complete 6 24%
Diploma 5 20%
Degree 3 12%
Above degree - -
Total 25 100%
3 Occupational back ground
Student 6 24%
Civil servant 15 60%
Business person - -
Unemployed - -
Self employed 4 16%
Total 25 100%
Source; primary data (2015)

Table (1), indicates that from the total of 25 bus transport users responded
in the item (1),15(60%) of the respondents were male, and the remaining
10(40%) of the respondents were female. The above table 1 (item 1) result
shows that male respondents are more than female. Therefore, male
respondents were more included in this research the other hand, in item
(2) educational backgrounds of the respondents 11(45%) were covered high
school, 6(24%) were TVT complete, 5(20%) were college diploma holders,
3(12%) of the respondents had been first degree holders and the rest grade
1-8 and above first degree had not responded.

Item (3) of the same table above deals with occupation background of the
respondents accordingly 6(24%) were students, 15(60%) were civil servant,
4(16%) of the respondents replied self-employed and there are no
unemployed and business person respondents included in this table
result. Therefore, from the above table 1 (item 2) result indicates that
Dire Dawa city bus transport users are more educated and they can give
good information regarding to the practice of service delivery systems of
the organization for the researcher. And also in item (3) the result shows
that more than 50% of bus transport users are civil servant.

Table 2.respondentstravel per day and purpose of using bus?

No Item Number of percentage

respondent
1 For what purpose you used
dire dawa city bus
transport ?

9 36%
 For school 12 48%
Job
3 10%
Business 1 5%
Other
Total 25 100

2 How many times

You travel by dire dawa city

bus per day transport ;
1times 3 12%
2times 18 72%
3times
3 12%
4times
1 4%
Above time - -
Total 25 100%

Source; questionnaire (2015)

The above table (2) in item (1) determines the responses purpose of using
Dire Dawa city bus transport. Dire Dawa city bus transport provides
numerous bus transport services of Dire Dawa societies for the different
purpose. Based on this the respondents were replied that using bus
transport services 9(36%) for schooling, 12(48%) for job, 2(10%) were used
for business, and the rest 1(5%) were using bus

Transport service for other purpose. Therefore this result shows that most
Dire Dawa societies were used bus transport service most job purpose.
Item (2) of the same table for the respondents time travel by bus per day
2(10%) were traveled at once a day, 15(75%) of the respondents were
traveled by bus 2 times per day, 2(20%) were traveled 3 times per day and
the remaining 1(5%) were traveled by bus 4 times per day.

As indicated in this the above table 2 of item (2) result shows that the
majority (75%) of the respondents replied that bus transport users traveled
by bus 2 times per day i.e. in the season of on pick hrs and off pick of
work day.

Table 3, passenger’s response in terms of journey time

NO Item Number of Percentage

respondent
1 Dire dawa city bus
condition of journey;
Slower 8 32%
Equal 5 20%
Fast 12 48%
Total 25 100%

Source; primary data (2015)

Table(3) describe that, accordingly passengers response in items of journey

time. 8(32%) of the respondents suggested that the bus transport service
delivery systems were slower 4(16%) of the respondents said that the bus
transport service delivery system speed were medium in journey time and
the rest 13(52%) of the respondents said that the bus transport service
delivery systems were faster. Therefore, the above table (3) result shows
that the researcher understood that the bus transport service delivery
system half percent (50%) of the speed were faster. Because Dire Dawa city
bus in the journey time not take waiting time until bus full of passengers.

Table4. Rate of bus transport service in related to comfort?

No Item Number of Percentage

respondent
1 Rate of bus
transport service
in related to
comfort;
Very high - -
High 1 4%
Medium 4 16%
Low 20%
15 60%
Very low
25 100%
Total
Source; primary data (2015)

As shown in the above table (4) 0(0%), 1(4%), 4(16%), 5(20%) and 15(60%)
of the respondents rated the bus transport in related to comfort were very
high, high, medium, low respectively. These the above table (4) data shows
that, 60% of the respondents

Replied that the bus transport service comfort when compare to other
service providers are very low. Based on this result the researcher
understood that the comfort of Dire Dawa city bus in the journey time, it is
very low.

Table 5, accessibility and current performance rate of the organization

No Item Number of Percentage
respondent
1. Do you think transport
service is accessible in areas
of bus terminal?
- -
Very high -
High 8 32%
Medium 13 52%
4 16%
Low
25 100%
Very low
Total

2 How do you rate the current

performance of service?
3 12%
Very high 5 20%
High 15 60%
1 4%
Medium
1 4%
Low
25 100%
Very low
Total
Source: primary data (2015)

As indicated in table 5 (item 1) of the respondents responded about the

accessibility of bus transport in all terminal or routs 8(12%)of the
respondents replied that medium, 13(52%) of the respondents replied that
the accessibility of bus transport in all terminals were low, and the rest
4(16%) of the respondents were responded that very low accessibility of
buses in all areas of the bus terminal. These the above table 5 result
indicated (in item 1), more than 50% of the respondents replied that the
accessibility of bus transport in all terminal or routes of buses were rated
low. Therefore, based on this result the researcher understood that
shortage of buses or poor bus transport service delivery system was faced
on the organization.

On the other hand, bus transport service delivery systems are the major
role in the provision of public transport and the service delivery

Systems are more users centered and also meet the requirement of user’s
interest. So as indicated in the above table 5 (item 2) respondents
responded about the current performance rate of the organization service
delivery systems 2(10%), 3(15), 12 (60%), 1(5%) were rated very high,
high, medium, low and very low respectively. Therefore, these data shows
that the current performances of the organization were medium which
take 60% of the respondents responded.

Table 6, Does dire dawa city bus service focus on customer satisfaction in
giving service?

No Item Number of Percentage

respondent
1 Yes 21 84%
No 4 16%
Total 25 100%

As the above table 6 shows in item (1) 21 (84%) of the respondents who
says that dire dawa city bus service focused on customer satisfaction in
giving service and4(16)%of the respondent dues not focused on customer
satisfaction in giving service because of passenger sometimes would-be
asked to pay high tariff for transportation service and the passenger have
not obtained well and ordered internal transport service which means
there is crowed passage over load of passengers. Therefore the researcher
concludes that the dire dawa city bus service focused on customer
satisfaction in relationship gamine service based on good relationship
between terrific and passenger’s

Table 7, Is there anyone who tells you where you wait at bus station?

No Item Number of Percentage

respondent
1 Yes 17 68%

NO 8 32%
Total 25 100%
Source; primary data (2015)

As the above table 7 shows that 17(68%)0f the respondents said that
employees are committed to tell where customers are wait at bus station
and the remaining 8 (32%)of the respondents said that employees are not
committed to tell where customer are wait at bus station , therefore the
researcher can concluded that employees are committed to tell where
customers are wait at bus station.

Table, 8: practicing of routing and scheduling

No Item Number of Percentage

Respondents
1 To what extent you agree
about the organization
practice of routing and
scheduling for the provision
6 24%
of bus transport service? 8 32%
 Strongly agree 10 33%
Moderate 1 4%
Agree -
Dis agree
- -
- -

Neutral
25 100%
Strongly dis agree

Total

Source: primary data

The above table 8 shows that the practice of routing and scheduling for
the provision of service to the users. Many public bus services are run to a
specific time table giving specific time of departure and arrival at the
required places along the routes. Indeed, the above table result indicated
concerning the agreement of the organization practice of routing and
scheduling for the provision of bus transport service to the users, the
respondents responded as 6(24%),8(32%), 10(33%), and 1(4%) of the
respondents were said that strongly agree, moderate agree, agree, and
disagree respectively. Therefore, from the respondent’s responded point of
view the researcher observe that most of the organization provide bus
transport service to users based on practicing routing and scheduling at
the satisfactory level.

Table 9, principles of public service delivery system

No Item Number of Percentage
Respondents
From the following which
principles of public
service delivery system is
applied by dire dawa city
8 32%
bus transport ?
3 12%
Service
8 32%
Standard
6 24%
Empowerment
- -
Responsiveness 25 100%
Affordable
Total
Source: primary data (2015)

The above table (9) shows that 8(32%) of the respondents believed that
Dire Dawacity bus service applied principles of public service delivery
systems of service standard, 3(12%) of the respondents responded that it
applied principle of empowerment, 8(32%) of the respondents were
responded that responsiveness, and the remaining 6(24%) of the
respondents were responded that affordable principles of public service
delivery system when to provide bus transport service to users.

According to the above table (9) result indication Dire Dawa city bus
service provide bus transport service to users more than (50%) applied
service standard, responsiveness and affordable principles of public
service delivery system.

Table10, the rate of Bus transport service accessibility and bus transport
user’s satisfaction.

No Item Number of Percentage

 respondent
1 The rate of bus
transport service
accessibility in each
route of the cities; 4 16%
High 5 20%
Medium 15 60%

Low 1 4%
25 100%
Very low
Total
2 The rate level of bus
transport users
satisfaction on service
delivery procedure and
system of organization;
1 4%
Very high
4 16%
High 4 16%
Medium 13 52%
Low 3 12%
Very low 25 100%
Total

Source; primary data (2015)

The above table 11 shows in item (1) the accessibility and availability of
bus transport service in each routes of the cities rated as 4(16%), 5(20%),
15(60%), 1(4%), said very high, high, medium, low and very low
respectively. This above table 60% of the respondents responded indicated
that the accessibility and availability of bus transport service in each routs
were not satisfactory. Therefore, accordingly the respondents responded
the researcher observed that the accessibility of bus transport service in
each routs were medium.

On the other hand in item (2), accordingly the respondents responded that
the level of bus transport users satisfaction rated as 1(4%),4(16%), 4(16%),
13(52%), and 3(12%) said that the bus transport users satisfaction on the
service delivery procedure and systems of the organization was very high,
high, medium, low and very low respectively. Therefore, accordingly the
above table 11 item (2) data result the researcher observed that the level of
bus transport users satisfaction on the service delivery system and
procedure of the organization was low or poor and also shows the problem
on the service delivery system and procedure faced on the organization.

Discussion on the interview question interpretation

According to most of the respondents who works in the organization

discussed on the question of the major challenges that Dire Dawa city bus
service to provide enough bus transport service to users? Based on this
question the responded that Dire Dawa city bus service affected by the
internal and external challenges that the organization to provide enough
bus transport service to the users. According to the respondents these
challenges are:-

 Traffic congestion: according to the responded that congestion is

one of the problem “Dire Dawa city bus”. In most routs buses had
forced to slow about 50% of their normal speed on non-congestion
rout. As the respondents responded that the researcher observes
that more than 50% of the organization major challenges are
traffic congestion.
 Lack of spare parts for maintaining old buses: As the majority
of the respondents replied that the lack of spare parts are the
 bottleneck of the organization for providing enough bus transport
service to users.
 Employee’s turnover: respondents said that employee turnover
in the organization because of poor behavior between bus drivers
and poor /low/ payment system.
 Insufficient budget: this lack of sufficient finance for the further
expansions and to finance its day to day activities.
 Less availability of buses:
 Dissatisfaction of employees because of low salary

According the respondents for the future the organization measures to

solve the problems and challenges of the organization in order to improve
service quality. Those measures are developing better traffic system, better
road construction, giving training for customer handling and declare ring
other methods of source of finance.
 Chapter Five

5. Summery, conclusion and recommendation

5.1 Summary

In this paper the researcher have tried to know the practice of service
delivery system of public transportation in Dire Dawa city bus. Based on
the finding of data the following were the major results:

 The majority of the respondents included in study (60%) were

male.
 The majority of the respondents (48%) said that using Dire Dawa
city bus transport for the purpose of job.
 72%of the respondents have been traveled by bus 2 times per day
in the “on the pick hrs.” and “off pick hrs.” of work days.
 Around 60% of the respondents were rated the bus transport
service delivery system in the journey time was faster.
 60% of the respondents indicated that the bus transport service in
related to comfort was very low.
 Around 52% of the respondents have indicated that the bus
transport service accessibility in all bus terminal or routs were
low.
 The majority, around 60% of the respondents have indicated that
the current performance of the enterprise was medium.
 The majority of the respondent (84%) responded that dire dawa
city bus service focused on customer satisfaction on giving service.
 The majority of the respondents (53.33%) responded that the rate
of the bus transport user’s satisfaction on the service delivery
procedure and systems were low.
 43.33% of the respondents have agreed on the organization
practicing routing and scheduling for the provision of service to
users.
 The majority around 80% of the respondents have indicated that
the major challenges of the organization was traffic congestion,
lack of spare parts, shortage of bus drivers, employees turnover,
and budget insufficient
 5.2 Conclusion

The aim of any service rendering organization like Dire Dawa city bus
service is to maximize profit or daily revenues through meeting customer
satisfaction. In almost all cities of developing countries (that the
researcher have seen in different books) large public owned bus companies
have not been able to be meeting the growing demand for urban transport
service because of their in ability to run efficient and financial viable
operations.

However, house transport users satisfaction can be affected by different

factors such as quality of services, price charged for the service shortage of
employees to give immediate maintenance at the time of bus service failure
and cleanness of busses. These and such factor can help to assess the bus
transport users, then the researcher can conclude that the majority of the
respondents are not satisfied their bus transport service. Some of the
major problems which the organization encounters are external, such as
congestion and the internal problems can be solved by manager of the
organization.

There are also several problems identified in the organization which have
great affect on bus users (like shortage of bus drivers, employee turnover,
absence of sufficient bus transport provider, traffic congestion,lack of
spare parts, absence of comfortable bus service, unavailability of buses in
the specified routes etc.)

Some of the respondents also indicated, the organization should measures

to solve the problems and challenges in the future in order to improve
service quality are giving training for employees specials bus drivers,
increasing the employees monthly salary through time to time. If there was
a problem on the service delivery system and weak performance of the
company for serving bus transport users. So the organization solve the
problems in the short period of time, the performance of the organization
will be improved and it will be able to provide quality service for Dire Dawa
city bus user.

5.3 Recommendation

This section included the major finding which gaps found in the
organization of Dire Dawa city bus service office and the researcher
recommended those as the following.

 The organization must improve the scarcity of bus transport service

provider maintaining old buses and purchased new buses as well.
 The organization should be purchased sufficient and genuine
supply of spare parts and new buses for the achievement of bus
transport user’s requirement.
 The organization should be established different bus transport in
rout in different parts of the cities for solving the inaccessibility of
bus transport service.
 The organization should introduce incentive schemes depending on
the target of employees.
 The organization should be improving the skill of each employees
and their handling of passengers through extensive training and
capacity building program based on position of their employees.
Especially for bus drivers, cashier for the seek of providing time
based or scheduled bus transport service to the customers.
 To up-grade the services delivery systems, the company should be
create integration and coordination with related organization of
foreign countries to adopt new technology.
  To solve traffic congestion it is needed to have a coordinate effort of
the organization and city government (Dire Dawa city road
authority office).
 The organization can improve its financial position through
reducing cost by controlling operating cost.
 To become advisable to hire the new expertise and communicating
online in order to achieving a good performance by satisfying their
customers’ requirements.
 The company should improve the bus transport users satisfaction
by giving quality bus transport service at the required place or
identified bus routes, at the required time.

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Dire Dawa University

School of Business and Economics

Department of Logistics and Supply Chain Management

Questionnaire to bus transport users

Dear respondents this questionnaire is to be filled by customers. The
objective is to get accurate information about the practice of service
delivery system of Dire Dawa city bus service delivery in Dire Dawa. The
information will be kept secret and it will be used only academic purpose.

Part One: personal information

Use “√” mark for your selected answer

1. Sex: Male Female

2. Age: 18-30 years 31-40YE y 41-50
years
Above
3. Educational background: gr ADEad High school
complete
TVET complete Diploma Degree
Above degree
4. What your occupation? Student Civil servant
Business person unemployed self employed
If others specify

Part two: specific question related to the research title

5. For what purpose you used Dire Dawa city bus transport?
For school job business other
6. How many times you travel by dire dawa city bus per day?
7. Is dire dawa city bus available for journey?
8. How do you rate bus transport service in related to comfort?
Very high high medium low
Very low

9. How do rate the bus transport service accessibility in all bus

terminal or route?
 Very high high medium low
Very low
10 According to bus transport service delivery system, how do you
rate the current performance of service?
Very high high medium low
Very low
11 Does Dire Dawa city bus service focus on customer satisfaction in
giving service?
12 Is there anyone who tells you where you wait at bus station?

13 To what extent you agree about the organization practice of

routing and scheduling for the provision of bus transport service?
Strongly agree moderate agree
Disagree neutral strongly disagree
14. From the following which principles of public service delivery
system is applied by Dire Dawa city bus transport service?
Service standard responsiveness
Empowerment affordable
15How do you rate the accessibility and availability of bus transport
service in each rout of the cities are enough?
Very high high medium low
Very low
16 How do you rate the level of bus transport satisfaction on the
service delivery procedure and system of the organization?
Very high medium Very low
High low
Yes No

17 What are major challenges that Dire Dawa city bus service to
provide enough bus transport service to meet satisfaction
 passenger?

18 What measures should suggest in the future to solve the

problems and challenges of bus transport service in order to
improve service quality?