Road Transportation Management And Customers Satisfaction (a Case Study Of Peace Mass Transit)

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ABSTRACT

This project study exposes the reader to what transportation management is all about.  The various tools involve in management of transport business.  Customers are very vital for the survival of transport business.  This work exposes the reader to what keeps customer satisfied in any transport business various method where employed in collecting data for the study which involves personal interview and questionnaire.

Different type of management tolls were examined, commuters were interviewed with the data collected, presentation and analyzing were done and finally summary were given and conclusion was draw.

 

TABLE  OF  CONTENTS

Title page

Approval page

Dedication

Acknowledgement

Abstract

Table of contents

CHAPTER   ONE

INTRODUCTION

1.1     General Background to the Subject Matter

1.2     Problem Associated with the subject Matter

1.3     Problems that the Study will be Concerned With

1.4     The Important of Studying the area

1.5     Definition of the Important Terms

          References

CHAPTER  TWO

LITERATURE REVIEW

2.1     The Origin of the Subject Area

2.2     School of thought Within the subject Area

2.3     The Schools of Relevant to the Problem of Study

2.4     Different Methods of Studying the Problem

2.5     Summary

          REFERENCES

CHAPTER   THREE

CONCLUSION

3.1     Data Presentation

3.2     analysis of the Data

3.3     Recommendation

3.4     Conclusion

          REFERENCES

CHAPTER   ONE

INTRODUCTION

This study fall within the area of transportation management.  Transportation management deals with how business firms or organization involves in transportation business adopt or choose management tools that will help them achieve the objective which they have set themselves thereby implementing its vision.  Thus it provide the behaviour of business organization in transportation management.

The relevance of management to an organization is that it provide the organization with the policies and strategies that gives the organization the over all concept or nature of its business.

Hence management is defined as a process by which manager create, direct, maintain and operate purposive organization through systematic co-ordinated co-operative human effort.  This study intends to understand how managers perceive or visualize the customer or commuters who patronize their business to know whether managers know the relevance of commuters to success or their organization.  the study also intends to know how commuters are satisfied with the management style of these organization.

Lastly, for any business to successes management must devices strategies that will help the organization achieve its objectives the question now is how do managers perceive the concept of strategy formulation?  Managers are subject to environmental turbulence, surprise san constraints.  And these forms the basis on which managers should base their strategy and it is only managers who are knowledgeable on strategies in response to change in their environment.  Briefly, the study is descriptive explorative.  Major achievers of the research will be achieved by answering certain research question.

1.1              BACKGROUND OF THE STUDY

In Nigeria the need for an effective transport system becomes more obvious if taken into consideration the large size of the country and the need to dispose development move.  The inability of Nigerians to device a better transportation system has been adaptation to the growth of the economic social and political life of the economy.  Prominent among the problem, includes traveling difficult product, goods and services from areas of production to area of utilization.  The Federal government of Nigeria offer appraisal of the clafic transport system launched in Federal Urban Mass Transit Programme (FUMTP) in January 1988.  Consequently, in order to ensure the continuity of existence of mass transit services, the manager need to device achievous programme capable of attracting the retaining passengers patronage.  Such action programme can apply be christened.

STRATEGY

And for their to be effective strategy there has to be effective management.  Management according to Mapcland (1974) defines management as the process by which managers creates direct, maintain systematic co-ordinated co-operative human effect”.  Tsoech (1`972) define “management is concerned with seeing the job get done efficiently”.  Its tasks all center on decision for planning and guiding operation that are going on the enterprise”.  This goes to direct or show that management is the behaviour of an organization to words planning organizing, control and directing of achievers of the business.  Given the vital role which we can visualize that most of the mass transit servicing companies do not know what their management function areas.

Ejiofor Pita in his statement says that management may therefore be seen as the function of executive leadership any where in recognition of the importance and necessary of effective management the researcher has decided to embark on the study of transportation management in urban mass transit.

1.2     PROBLEM ASSOCIATED WITH THE SUBJECT MATTER

For the fact that many people invest in the transport industry, effective transportation.  Management is lacking in most transport companies.  This has led to commuter being dissatisfied with management of many transport companies.  Lack of effective management and commuters dissatisfaction lead to the researcher into an investigation into “transportation management and customers’ satisfaction management and companies Peace Mass Transit.

1.3     PROBLEM THAT THE STUDY WILL BE CONCERNED

The problem that the study will be concerned includes:

a.       To highlight on the best way to apply management in order to achieve efficiency and productivity.

b.       To help transport managers to be customer oriented.

c.       to make recommendation on that could be useful in solving the problem encountered in transportation management that lead to customer dissatisfaction.

d.       To create knowledge about transportation management in Urban Mass Transit service in particular.

e.       To investigate how customers are satisfied with the management of the companies.

1.4              THE IMPORTANT OF STUDYING THE AREA

The importance of this study lies on the areas of transportation management proper.  It serves as a guide for the management of urban mass transit services on how best to formulate a strategy in order to attain objectively, effectively efficiency and customer satisfaction.  It is important for the intending investor on how to manage his transport business in other to achieve customer satisfaction and continuous patronage.  It is also vital for the management student because it provides an empirical study on the concept of management particularly as it relates to peace Mass Transit services or transportation business.  Lastly, the study is to immense benefit in the area of recommendation that would help in improving the general performance of the company in question.

    1. DEFINITION OF TERMS

      Business Organization

Business organization are organization primarily oriented toward economic production.  They involved in input through out and output activities.

COMPETITIVE ADVANTAGE

The search for opportunities within the product market scope and the development of the business idea where it has distinctive competence which provides it differential advantage over its competitors.

CORPORATE STRATEGY

Corporate strategy is actively the integrated strategy of an organization which provides ideas of the over all concept of the business idea with but has no control over them are referred to as environment.

GOAL

Organizational goal provides a sense of direction to an organization.  according to Stiner (1982), organizational goal include:

i.        Purpose mission      and

ii.       Objective

it is finacritic.

MISSION

Is the specific or unique business activity or productive services it actual produces for a segment of the market.  Hence it defines the market relationship of business organization.

MANAGEMENT

The process of planning, organizing leading and controlling the aware of organizations members and of using all available organization resources to reach stated organization goals.

OBJECTIVES

A goal characterized by a comparatively short time span and specific measurable achievement.

ORGANIZATIONS

Two or more people who work together in a structured way to achieve a specific objective or goal or set of goals.

ORGANIZATIONAL STRUCTURE

The way in which an organization’s activities are divided organized and co-ordinated.

POLICY

A standing, plan that establishes general guideline for decision making.

PLANNING

The process of establishing goal and suitable courses of action for achieving them.

PURPOSE

The purpose of an organization is its primary role as detained by the society in which it operates.

STRATEGY

The broad program for detaining and achieving an organization objective.  The organization response to its environment over time.

STRATEGIC PLANNING

This is the purpose of selecting an organizations goal determining the policies and strategic programme necessary to achieve specific objective enrooted to the goals, and establishing the method necessary to assure that the policies and strategic programmes are implemented.  Actively, formulating a strategy in called strategic planning.

TRANSPORTATION

This is the means whereby goods and passengers are carried from one place to another.

MODES OF TRANSPORT

These are variety of methods by which goods and passengers are transported.

COMMUTERS

These are people that commuters or that travel by bus, train, from one place to another.

 

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