Customer Satisfaction Assessment in the Public Transportation System of Anbessa City Bus Services

Assessing public transportation services can significantly contribute to improving their quality, thereby attracting more commuters over time. In Addis Ababa, the capital city of Ethiopia, transport services are provided by the publicly owned Anbessa City Bus Service Enterprise (ACBSE), Alliance bus services, Sheger bus services, and various privately owned vehicles, including minibuses and taxis. This study aimed to analyze customer satisfaction with Anbessa city bus services in Addis Ababa using the SERVQUAL model, considering five service attribute parameters: Responsiveness, Reliability, Tangibility, Assurance, and Empathy. To achieve this objective, a questionnaire was designed and distributed to 500 regular users of Anbessa city bus services in the city. The data obtained was sorted and analyzed using SPSS 20.0 software. The research findings indicate that passengers are satisfied with ACBSE transport services based on responsiveness and tangibility, but they are unsatisfied with the reliability, assurance, and empathy dimensions of service quality. The results of this analysis are useful for transport planners seeking to improve ACBSE bus services at selected terminals in Addis Ababa.