SERVICE CUSTOMER SATISFACTION IN TRANSPORTATION SUPPORT SERVICES

Authors:

KEYSER SAM IMMANUEL S

keysersamimmanuel@gmail.com, Student 2nd MBA, Nehru Institute of Technology, Coimbatore, Tamil Nadu, India.

Dr S Naganandhini

Associate Professor and Dean of Placement, Nehru Institute of Technology, Coimbatore, Tamil Nadu, India.

ABSTRACT

• This study examines how customers perceive service quality in transportation support
• It also examines whether customers are satisfied with the services provided and what factors contribute to their satisfaction.
• In today’s world, it is very important to know how service quality affects customer
• This helps to improve service delivery and keeps customers
• The study aims to determine how factors such as reliability, responsiveness, assurance, and empathy impact customer satisfaction.
• It uses data from 120 people who answered a
• The study uses tools like percentage analysis, chi-square test, correlation analysis, and one-way ANOVA to analyse the data.
• The findings show that service quality dimensions really impact customer
• Reliability and responsiveness have an influence on how customers
• However, these relationships are not very strong, which means there are factors that also play a role.
• Customers want transportation services that are on time, safe, and efficient, but sometimes they experience problems.
• Even though people use transportation services regularly, their satisfaction levels vary based on their experiences.
• The study concludes that improving service quality and focusing on what customers want are crucial for enhancing satisfaction and long-term customer relationships in transportation support services.

Keywords

• Service Quality
• Customer Satisfaction
• Transportation Services
• Reliability
• Responsiveness
• Customer Perception