The factors influencing customer satisfaction in public transportation : a case study of public ferry system in greater Male-Maldives / Ali Fathih

Abstract

The Marine transportation sector in Maldives is a big aspect and the most frequently used mode of transport. The geographical dispersion of the Maldivian islands has made ferry vessels the main source of transportation between one islands to another. With this contextualization the public ferry services are a big consideration in the means to travel. Public transpiration in many countries are a well-established and monitored by the governing bodies and the safety and satisfaction of the passengers are a very important aspect that they consider in delivering this service. MTCC is a government organization who is responsible for the majority of public transportation in the Maldives. They cover a wide area of geographical lands in providing the ferry services. However, the public aspect of this service have been long ignored. No distinctive survey by any party or the service provide have been carried out to adhere the customer satisfaction. This study is undertaken to realize and identify the customer perception about the current service and their perception towards the public transportation provided by MTCC. The study has been conducted using a qualitative approach with quantifiable support. The samples have been taken on convenience. The study has been limited to Hulhumale (a small sector of greater male region). This study was conducted through a two-month period. The findings have been coded and Chemed to bring a descriptive conclusive arguments and judgments. At the end of the study the researcher achieved the objective of finding the perceptions of the customers towards the service. The gap between actual service and perceived quality was also determine to some extent. The findings also found the satisfaction factors that customers look for in the public transportation service. Furthermore the findings enabled to bring out conclusions to the challenges and limitations that the service provider face in providing to the expectations of the customers.