East African Journal of Science and Technology, Vol.9 Issue1, 2019 Clement Habimana (P.41-58)

ROAD TRANSPORT MANAGEMENT SYSTEMS ON CUSTOMERS’ SATISFACTION IN

Author: Clement HABIMANA SH

Affiliation: University of Lay Adventists of

Corresponding author Email: [email protected]

Abstract The present publication has as objectives to assess the ways in which passenger road transport management systems affect the passengers ‘satisfaction in public transport and to find out the extent to which road transport passengers are satisfied with the services provided by the public transport companies in Rwanda. To achieve the results, respondents were asked about the commonly used management systems, how the management systems affect passengers’ satisfaction and the extent to which they are satisfied with the services provided by the road transport companies. Using SPSS, qualitative and quantitative analyses were conducted to understand the patterns of responses and the relationships between the dependent and independent variables. The findings revealed that the different management systems have differently affected customers’ satisfaction in the passenger road transport companies majorly through enhancing passenger comfort, timely departures and arrivals, facilitating passengers to appropriately plan for the journeys, and enhancing safety of passengers. Majority of the respondents were satisfied with the services provided by the road transport companies, with only a relatively smaller number indicating that they are not satisfied with the services of the companies. Pearson’s chi-square test of significance was conducted across the different socio- demographic variables and the results showed that passenger satisfaction does not significantly differ among the different demographic variables especially age, occupation, education levels and marital status (P>0.05). The management systems were found to affect passenger satisfaction through enhancing time management, service reliability, passenger comfort and safety. Satisfied passengers are an asset to the organization because they will ensure an improved image of an organization. Nevertheless, passenger satisfaction can only be achieved through heavy investment in assets and human resources of the companies and this call for adequate funds and trained personnel.

Keywords: Management, Management systems, Customer, customers’ satisfaction

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East African Journal of Science and Technology, Vol.9 Issue1, 2019 Clement Habimana (P.41-58)

Introduction processes and the people is vital. A The government passenger road transport management system comprises any person companies in Rwanda have in the recent or group of people making decisions about past been reported to be faced with issuses and taking action on a set of responsibilities, of inefficiency and poor performance, the work process for meeting those although the reasons for such performance responsibilities, and the management tools gaps were not articulated (Ministry of for converting data from measurements of Infrastructure, 2008). It is important to the work process into information for understand whether management systems decision making (Kurstedt, 2002). affect the customer satisfaction of the road Management systems integrate principles of passenger transport companies in Rwanda. human interaction with principles of Although the level of passengers' processes, problem solving, and systems satisfaction is highly subjective due to under the purview of the systems approach several factors influencing the opinions of (Blanchard & Fabrycky, 1990). passengers, since each passenger measures Management according to Blanchard & the satisfaction derived from the service Hersey (1982) is the process of converting experienced differently, some of the information into actions and the conversion common indicators of satisfied passengers process in this case is called “decision included: loyalty to the transport making”. Note that decision making is in companies, consistency, comfort, safety, turn controlled by various explicit and cleanliness, reliability, availability, cost in implicit policies of behavior. If terms of money charged per route (Eboli & management is the process of converting Mazzulla, 2016). information into action, then it is clear that Since the 1950s, organisations have sought management success depends primarily on integration of their management systems to the information chosen and execution of gain efficiencies and avoid duplication of conversion (Kurstedt, 2002). The manager processes across an organisation (Pall, sets the stage for accomplishments by his 1987). In a management system, there is choice of the information sources to always need for a person in charge of the consoder or ignore. When the manager has organizational processes to assist in identified certain classes of information and understanding the cause of the problems as information sources to carry the highest they arise. To understand the problem, priority, success is then determined by the comprehension of the work, management use made out of this information (Pall,

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1987). Every action point in the system is Bank Group, 2013a). Most of the main backed up by a local decision point whose towns in the country are connected by paved information sources reach out into other roads and the condition of these roads has parts of the organization and the until recently been very poor, with surrounding environment. The manager numerous pot-holes and vehicles often receives information from management driving on the dirt verges since these were tools to enable decision making and deemed smoother than the road itself generate actions from the decisions to affect (African Development Bank Group, the work flow and operations of his or her 2013a). There are about 30 licensed responsibility (Kurstedt, 2002). In the operators providing inter-city passenger context of this study, management is used to transport in Rwanda and regional transport refer to the activities of organizing, follows the same pattern as for road freight coordinating, planning, and controlling the transport (Rwanda Transport Development organization’s resources to guide the Agency, 2012). Individual operators and achievement of the organization’s set goals, companies provide capacity for 72,264 as to satisfy the concerned customers. passengers for public transport services in However, the concept of management as Rwanda (African Development Bank decision making is also important Group, 2013a). Out of the total supply considering the fact that a manager cannot capacity, individual operators are the accomplish tasks without influencing dominant providing 70% of the total seat decisions (Blanchard & Fabrycky, 1990). capacity using vehicles of 18 seats and below. In Rwanda transport infrastructural services comprise of the road transport, which until The bus services in Rwanda are generally now is the main form of passenger and fragmented among numerous operators goods transportation, with a network of with buses ranging from 18 seaters to 66 about 14,000 km corresponding to a road seaters, and approximately 75% leave the density of 0.53 km/km². Of the 14,000 km terminals full. The public transport fares of the road network in Rwanda, 1,000 km within Kigali is fixed at 300 Rwf/km but are paved while the remainder is marram often ranges between 200 Rwf to 250 Rwf with quality varying from smooth hard depending on the route travelled; and surfaces with drainage to rutted, extremely between 1,000 Rwf to 3,000 Rwf from uneven tracks passable only with a four- Kigali to other major cities and towns in the wheel drive vehicle (Africa Development country. This relatively changes for

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international routes ranging between 4,000 emphasize access at multiple stops which is Rwf for shorter routes to 30,000 Rwf for done at the expense of mobility and buses longer routes (African Development Bank wait to fill up before setting off from the Group, 2013a). The distance in terms of terminus. Some of the consequences have time between one destination to another been low revenue returns (Ernest and varies often ranging between 10 minutes to Young, 2011b; African Development Bank 6 hours within the Rwanda and 7 hours to Group, 2013a), poor vehicle servicing and 17 hours for destinations such as Dar- es- repairs resulting in vehicle breakdowns, salaam in (African Development poor passenger handling, less buses at Bank Group, 2013b). The average time a terminals and unavailability of bus services bus spends at the terminal before it fills up on some routes. There is thus scanty depends on the destination, time of the day information on the existing management and day of the week and the economic systems in the road transport companies and activities at the destination but this often how these affect the customer satisfaction ranges between 10 minutes to 2 hours. of these companies. The study thus Apparently, there is no one accepted mode questioned the cause of this inefficiency and of payment for transport services, but three poor customer satisfaction of public main modes of payments operate transport companies and the purpose of this concurrently, i.e. cash, cards and use of study were to determine whether the machines, although the use of cash is still management systems affect clients’ widely used. satisfaction of the passenger road transport companies in Rwanda. It was important to Problem statement understand the different management The reports (Ernest & Young, 2011a; systems and the ways in which these Ministry of Infrastructure, 2008) indicate management systems have affected the that the passenger transport services are customer satisfaction of these transport inefficient and costly, characterized by companies in Rwanda. congestion, absence of operation timetables, inadequate standards, and Methods uncoordinated services, highly profit- The study adopted cross-sectional research oriented coupled with absence of design which was used in setting the study, mechanisms leading to less regard to determining the section of the population to service quality and customer care. Most participate in the study and analysing the passenger road transport services data through determining association and

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causation of the study variables (Thisted, used to select the sample. Systematic 2006; Gorstein et al. 2007). The population random sampling was used to select three consisted of employees of passenger road (2) public transport companies (RITCO, transport companies and clients of these Horizon and KBS) out of the twenty (20) transport companies. Transport companies companies (See Table 1) and involved employees included: conductors, drivers, selecting every 9th company. Since the mechanics, cashiers, supervisors, study population was stratified into accountants and managers educated to the different categories (KBS, Horizon and levels of primary school education and clients), stratified sampling technique was Master’s degrees. used to select the sample size from these different strata. Systematic, stratified random, purposive and convenient sampling techniques were

Table 1: Private transport companies in Rwanda No Company Name No Company Name 1 Rugari Express 11 Excel Tours and Travel Agency 2 Gasabo Travel 12 Impala Express 3 SOTRA Tours (Society of Transport) 13 Volcano Express 4 International Express 14 African Tours Express 5 Omega Car Express 15 ATRACO (Common Transport Agency) 6 Capital Express 16 Belvedere Lines 7 Kigali Safaris Express 17 RITCO (Rwanda Interlink Transport Company) 8 Matunda Express 18 Kigali Bus Services (KBS) 9 Horizon Express 19 Yahoo Car Express 10 Virunga Express 20 Stella Express Source: Field data 2013

For this study, a sample size of 539 was KBS and Horizon transport companies, 186 selected from two transport companies of respondents were selected from the 350 KBS and Horizon and from among the total employees of KBS (211) and Horizon clients of these transport companies. From (139) transport companies (See Table 2).

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Table 2: Sample size selection Category of Public Transport Private Transport Companies Total respondents Company RITCO Horizon KBS Management 8 3 3 14 Drivers 46 30 41 117 Conductors 51 25 33 109 Mechanics 33 11 16 60 Supervisors 10 10 14 34 Sub Total 148 79 107 334

Clients 205 205 Total 539 Source: Field data 2013 Using convenient sampling, 205 clients of asked the extent to which they are satisfied the transport companies, identified at the with the services of the road transport bus terminals in Kigali, Gatuna, Karongi companies, the results indicated that they and were selected. were satisfied, with a relatively smaller number of the respondents indicating that Findings they are not satisfied with the services of the Road transport companies’ management companies. systems and customers’ satisfaction The findings addressed the road transport As indicated in Table 3, passenger comfort companies’ management systems and the as a way in which the management systems ways in which the management systems of affect the passengers’ satisfaction was the road passenger transport companies reported by 21 (14%) of public transport have enhanced customers’ satisfaction. company respondents, 49 (26%) They revealed that the different respondents from the private transport management systems have differently companies, and 55 (27%) respondents from affected customers’ satisfaction in the the clients. The aspects of passenger passenger road transport companies majorly comfort that were mentioned included: through enhancing passenger comfort, spacious seating arrangements, cleanliness, timely departures and arrivals, facilitating and adjustable seats among others. passengers to appropriately plan for the Therefore, transport companies that journeys, and enhancing safety of advocate for these facilities generally passengers. When the respondents were promote passenger satisfaction.

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Table 3: Ways in which management systems affect the passengers’ satisfaction in Rwanda

Responses Respondents Public Private Clients Frequency % Frequency % Frequency % Passenger comfort 21 14 49 26 55 27 Timely departures and arrivals 41 28 33 18 28 14 Appropriate planning for journey by 32 22 41 22 34 17 passengers Safety of clients 37 25 35 19 38 19 Customer care and handling 17 11 28 15 50 24 Total 148 100 186 100 205 100 Source: Field data 2013

Of the 539 respondents that participated in automobile purchasing and disposals, the study, timely departures and arrivals repairs and maintenance and implementing were reported by 41 (28%) from the public speed governors. transport company, 33 (18%) from private Customer care and handling was also transport companies, and 28 (14%) of the reported as another important way in which clients. Furthermore, appropriate planning management systems enhance passenger for the journey by passengers was another satisfaction by 17 (11%) of the public way in which management system enhances transport companies respondents, 28 (15%) passengers’ satisfaction as reported by 32 of the respondents from private transport (22%) of the respondents from the public companies and 50 (24%) of the respondents transport companies, 41 (22%) from private from the clients. This implies that customer transport companies, and 34 (17%) from the handling and care were mostly observed in clients. 37 (25%) of the public transport the private transport companies than in the respondents, 35 (19%) of the private public transport companies. transport companies respondents and 38 (19%) of the clients reported customers’ Extent to which passengers are satisfied safety is enhanced through: instituting with the services provided by the road seatbelts, onboard announcements, transport companies in Rwanda discouraging and controlling drink and In order to understand the ways in which drive practices among drivers and management systems affect customers’ conductors, fatigue management, training, satisfaction, the employees of public and rewards and incentives for best drivers, private transport companies and clients to

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the transport companies were asked to Among those in the “satisfied” category, the indicate whether they are very satisfied, majority of the respondents (54%) were the satisfied or not satisfied with the ways in clients and among those in the category “not which management systems affect the satisfied” majority (53%) of the customers’ satisfaction. Very satisfied was respondents were from the public transport better than satisfied which was also better companies. The above analysis is an than not satisfied. Their responses are indication of the low efforts attached by the summarized in Figure 1 which presents the public transport companies towards respondents views regarding the extent to ensuring passengers’ satisfaction revealed which passengers are satisfied with the by 53% of the public transport companies’ services provided by the road transport respondents reporting that most of their companies in Rwanda. The majority of the clients are not satisfied with their services. respondents - 54% revealed that they were It was also important to understand whether satisfied with the services provided by the the respondents socio-demographic transport companies. These were followed variables affect passengers’ satisfaction and by 27% who were very satisfied and only the results indicated that majority of the 19% who were not satisfied with the respondents aged 21-30 years and 51-60 services. Furthermore, analysis across the represented by 66.7% and 57.1% were three categories indicate that in the “very satisfied with the services provided by the satisfied” category, majority of the road transport companies compared to other respondents (34%) who were very satisfied age groups (See Table 4). were from the private transport companies.

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Table 4: Age of respondents and the extent to which passengers are satisfied with the services provided by the road transport companies

Extent to which passengers are satisfied with the services provided by the road transport companies Respondents Very Not satisfied Satisfied satisfied Total Age of 21-30 Count 9 48 15 72 respondents % within Age of respondents 12.5% 66.7% 20.8% 100.0% 31-40 Count 28 37 16 81 % within Age of respondents 34.6% 45.7% 19.8% 100.0% 41-50 Count 17 19 4 40 % within Age of respondents 42.5% 47.5% 10.0% 100.0% 51-60 Count 1 4 2 7 % within Age of respondents 14.3% 57.1% 28.6% 100.0% 61 and above Count 1 3 1 5 % within Age of respondents 20.0% 60.0% 20.0% 100.0% Total Count 56 111 38 205 % within Age of respondents 27.3% 54.1% 18.5% 100.0% Source: Field data, 2013

The possible reasons for such findings between 41-50 and 45.7% aged 31-40 years could have been the modern art technology (Table 4). and new buses operated KBS Company Regarding gender, the results revealed a which operates most routes in Kigali. As a slight differences in the responses among result, most youths in the age group 21-30 males and females regarding the extent to found the services rather appealing and which passengers were satisfied with the were thus satisfied. Similarly, the old age services provided by the transport group 51-60 could have been satisfied by companies (56.4% females compared to the moderate speed of the buses operated by 52.8% males who were satisfied) and 32.3% Horizon and RITCO transport companies males and 19% females who were very which link Kigali and other rural districts of satisfied) with the services provided by the Rwanda. Besides, the responses from other road transport companies (Table 5). age groups were also supportive of these findings represented by 47.5% aged

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Table 5: Gender of respondents and passengers’ satisfaction with the services provided by the road transport companies

Extent to which passengers are satisfied with the services provided by the road transport companies Respondents Very satisfied Satisfied Not satisfied Total Gender of Male Count 41 67 19 127 respondents % within Gender 32.3% 52.8% 15.0% 100.0% of responses Female Count 15 44 19 78 % within Gender 19.2% 56.4% 24.4% 100.0% of responses Total Count 56 111 38 205 % within Gender 27.3% 54.1% 18.5% 100.0% of responses Source: Field data, 2013

Nevertheless, it should be noted that there very satisfied with In-vehicle management were more males that were very satisfied systems (60%), automobile purchasing and with the transport services (32.3%) disposal (57.1%), speed governors (44%), compared to 19.2% females who were very seatbelts (37.5%), repairs and maintenance satisfied. The seemingly significant 36.4%) and communication systems difference among males and females that (33.3%) compared to other management were very satisfied with the services can be systems (See Table 6). This was due to the attributed to the few numbers of females fact that the passengers attributed the safety (15) compared to males (41). of the buses and the conduct of the drivers and conductors to the In-vehicle Management systems used in the road management systems as these systems were transport companies and the extent to which understood to assist in monitoring the way passengers are satisfied with the services the driving behaviours. Similarly, provided by the road transport companies. automobile purchasing and disposal The management systems in the road systems in most of these companies were transport companies were correlated with perceived to ensure that buses in sound the extent to which passengers are satisfied conditions are used as opposed to with the management systems in the dilapidated buses where the companies lack transport companies. The results revealed automobile purchasing and disposal that more of the passengers seemed to be policies.

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Management Count and percentage Extent to which passengers are X2 values systems used in the satisfied with the services road transport provided by the road transport P≤0.05 companies companies Very satisfied Satisfied Not satisfied Total Speed governors Count 11 10 4 25 % within Management systems used in the road transport 44.0% 40.0% 16.0% 100.0% companies Capacity management Count 7 14 5 26 % within Management systems used in the road transport 26.9% 53.8% 19.2% 100.0% companies Repairs and Count 4 5 2 11 maintenance % within Management systems used in the road transport 36.4% 45.5% 18.2% 100.0% companies

Automobile Count 8 4 2 14 purchasing and % within Management systems disposal used in the road transport 57.1% 28.6% 14.3% 100.0%

companies

In-vehicle Count 9 4 2 15 management systems % within Management systems used in the road transport 60.0% 26.7% 13.3% 100.0% 0.000 companies Seatbelts Count 6 4 6 16 % within Management systems used in the road transport 37.5% 25.0% 37.5% 100.0% companies Briefing Count 2 7 2 11 % within Management systems used in the road transport 18.2% 63.6% 18.2% 100.0% companies Time management Count 2 2 6 10 % within Management systems used in the road transport 20.0% 20.0% 60.0% 100.0% companies Formal stages for Count 3 7 1 11 picking passengers % within Management systems used in the road transport 27.3% 63.6% 9.1% 100.0% companies 0.05 Passenger comfort Count 2 17 1 20 % within Management systems used in the road transport 10.0% 85.0% 5.0% 100.0% companies Fatigue management Count 0 18 1 19

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% within Management systems used in the road transport .0% 94.7% 5.3% 100.0% companies Incentives Count 1 14 2 17 % within Management systems used in the road transport 5.9% 82.4% 11.8% 100.0% companies Drink and drive Count 0 1 1 2 monitoring % within Management systems used in the road transport .0% 50.0% 50.0% 100.0% companies Training Count 0 1 2 3 % within Management systems used in the road transport .0% 33.3% 66.7% 100.0% companies Communication Count 1 2 0 3 % within Management systems used in the road transport 33.3% 66.7% .0% 100.0% companies I do not know Count 0 1 1 2 % within Management systems used in the road transport .0% 50.0% 50.0% 100.0% companies Total Count 56 111 38 205 % within Management systems used in the road transport 27.3% 54.1% 18.5% 100.0% companies Source: Field data, 2013

Seatbelts were perceived to enhance departures and arrivals and enhancing the safety of the passengers and thus the safety of passengers; and the passengers respondents were very satisfied represented were generally satisfied with the services by 37.5%. The perceived importance of provided by the companies. Management repairs and maintenance by the passengers systems have enhanced customers’ made them feel very satisfied (36.4%) satisfaction through timely departures and arguing that repairs and maintenance are arrivals which saves time and money among crucial to the concept of safe arrival. the traveling public. Timely departures and arrivals enable passengers to easily connect Discussion, conclusions and with other transport means to get to their recommendations final destinations and conduct their The findings revealed that the management businesses and catching up with other systems have affected customer satisfaction buses. The results are consistent with largely through facilitating timely findings of Fellesson and Friman (2008)

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which identified factors enhancing industry (2013) also support these results customer satisfaction in order of importance arguing that security issues such as pick as: speed, comfort, ease and safety. pocketing are some of the factors that determine the passengers’ choice of the Publishing the company information transport company to travel with. However, through flyers, leaflets and notices pinned the study found that although the on the company office notice boards management systems have helped enhance enhances appropriate planning for journeys. the safety of clients, some aspects of safety It helps passengers to determine the arrival are still missing in the transport companies’ time at the bus terminal and points of buses such as head rests on seats for long embarkment and disembarkment. These traveling buses, absence of clearly findings concur with a study done in Italy communicated passenger safety measures which concluded that service planning on board, absence of first aid kits and the which is reflected in reliability, frequency, dos and the don’ts for passengers on board information, promotion, personnel and among others. complaint (Eboli & Mazulla, 2009). However, other studies report that travel Practicing good customer care and handling and traveller’s characteristics contribute through welcoming passengers at the little to customer satisfaction, and that ticketing offices and in the buses, assisting customer satisfaction is higher when the passengers with heavy luggage and number of passengers is less, the trip assisting to direct passengers who are not frequency is less, the traveller is older and a certain of their destination points were woman (Friman, 2004). identified as vital. The above results are supported by the results of a study that was Regarding safety of customers, most clients done by Fellesson & Friman (2008) where base their travel decisions on the frequency attributes like reliability, frequency, of accidents or no accidents and safety of comfort, information, driver behaviour, and property in the bus. Companies associated cleanliness featured prominently as key with frequent accidents and theft of elements of passenger satisfaction. The way properties is avoided unless there are no in which employees treat the customers, other service providers on the route. reliability of the service, simplicity (e.g. the Associated with are the companies with old clarity and availability of information) and and dilapidated vehicles since age of the recovery when something goes wrong are vehicle is linked to occurrence of accidents. all significant factors. Note that if the A study by UK department of trade &

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service is not available when and where level generated were negatively correlated customers expect it, there is a shortcoming with the ways in which management in reliability, which will result in systems affect passengers' satisfaction with dissatisfaction. the services provided by the transport companies (p>0.05) implying that these Pearson’s chi-square test of significance variables do not affect the respondents’ was conducted across the different socio- views. demographic variables using SPSS and the results showed that passenger satisfaction Majority of the passengers were satisfied does not significantly differ among the with services provided by the road transport different demographic variables companies in Rwanda. The services particularly age, occupation, age, education included: timely arrivals, facilities at the levels and marital status (p>0.05). The stages for picking and dropping passengers, above findings are in agreement with a cleanliness of the buses, customer care and study by Awasthi et al. (2011) who found handling by the drivers and conductors, the that service quality management enhances mode of driving, comfortability of spacious customer satisfaction translating into stable and adjustable seats. In Ghana a study by revenue collections. The authors argue that Aidoo et al. (2013) found that the majority understanding behavioural intentions of of the passengers were satisfied with similar public transport passengers is important, services in addition to waiting time at the because customer loyalty is seen as a prime terminal for bus, shelter at the bus station, determinant of long-term financial bus convenience, behaviour of the bus performance. Occupation of respondents driver and conductor, and traffic safety was correlated with the ways in which record (Aidoo et al., 2013). This level of management systems affect passengers' satisfaction with the services by the clients satisfaction with the services provided by is influenced by the different management the transport companies. Chi-square test systems which were implemented by the results indicate that there was a statistically transport companies including: speed significant difference between occupation governors, passenger comfort, timely of respondents and ways in which departures and arrivals, safety measures and management systems affect passengers’ customer care. Nevertheless, it should be satisfaction (p<0.05). However, the noted that it is in most cases difficult to Pearson’s chi-square analyses from other satisfy all the customers of a service and as variables: age, marital status, and education a result, the existence of 19% who indicated

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that they were not satisfied should always assessing tourists’ satisfaction with public be expected. transport in Munich where the satisfaction Pearson’s Chi-square test of significance with public transport was independent from was conducted to understand whether age most demographic variables except for the and gender of respondents affect passenger country of residence and ease of use (Le- satisfaction and the results were not Klähn, 2013). The results showed that there statistically significant revealed by p>0.05. was a slight connection between tourists’ The above results contradicts the results of country of residence and their satisfaction a study in Ghana which found that higher with the public transport. proportion of both male and female The majority of the passengers were very passengers (79% and 77% respectively) satisfied with the services provided by the rated the bus service quality to be good or transport companies. Contrary to the excellent (Aidoo et al. 2013). However, findings of this study, Friman (2004) found another study done by Van Hart (2012) in that despite quality improvements in public Netherlands found that women were more transport in Sweden, passengers were not satisfied with the frequency and timetable satisfied with transport services offered by information compared to men, although the companies. Another study done in there was no statistically significant Indonesia by Budiono (2009) found that a difference among men and women small number of participants (24 out of 171) regarding the level of satisfaction with the were satisfied with public bus transport, and transport services at a probability level of none of the participants was very satisfied. 0.05. In Rwanda, this study found that repairs and The statistical analyses using Pearson’s chi- maintenance policy propels most square tests of significance were also run companies to institute a schedule for between the occupation, marital status, repairing the vehicles before they education levels, and the extent to which breakdown. The respondents contended that respondents were satisfied with the services when bus drivers, cashiers, supervisors and offered by the transport companies. The conductors are trained in communication results showed that variables did not affect skills, they are often better able to the extent to which passengers were communicate effectively amongst each satisfied with the services provided by the other and with the passengers. To confirm road transport companies (p>0.05). This is whether the management systems affect consistent with a study in Germany passengers’ satisfaction, Pearson’s chi-

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square test of significance revealed that Related to this, is the need for the there is a statistically significant association companies to consider overhauling all the between the management systems and old buses especially from intercity routes. passengers’ satisfaction (p<0.05). They were of the view that such buses should operate in Kigali City or other short The study concludes that road transport routes because of their old wagons which companies’ management systems which are a risk to the passengers. exist in public companies include: in- vehicle management systems, automobile References purchasing and disposal, safety and African Development Bank Group. maintenance and communication systems (2013a). Rwanda Transport Sector were instrumental in enhancing customer Review and Action Plan satisfaction. This has been through ensuring African Development Bank Group. vehicles are in sound conditions thereby (2013b). Rwanda Transport Sector reducing the extent and frequency of Review and Action Plan accidents on most roads in the country. Aidoo E.N., Agyemang W., Monkah J.E., & Besides, the use of these systems has saved Afukaar F.K. (2013). Passenger’s most transport companies huge amounts of satisfaction with public bus losses which would have been incurred on transport services in Ghana: a case old and dilapidated vehicles that would study of Kumasi - Accra route. require frequent repairs and maintenance Theoretical and Empirical and high fuel consumption thereby Researches in Urban Management, enhancing revenue generation. The 8 Issue 2 / May 2013 majority of the customers were very Awasthi, A., Chauhan, S.S., Omrani, H., & satisfied with the services provided by these Panahi, A. (2011). A Hybrid transport companies owing to clean buses, Approach Based on SERVQUAL timely departures and arrivals, fewer and Fuzzy TOPSIS for Evaluating accidents, and generally good customer care Transportation Service Quality. services provided by the companies. Computers and Industrial

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