The Effect Of Service Quality On Tourist Satisfaction In Taxi Service At Bole International Airport

The main objective of the research was to assess the effect of service quality on touristrnsatisfaction in taxi service at Bole international airport. A structured questionnaire was used torngather the relevant data from a sample of 365 respondents who were selected by using arnpurposive sampling technique. The questionnaire was developed based on five dimensions ofrnmodified RESCA model. In the methodology part, the collected data were analyzed usingrndescriptive statistical tools like frequency, percentage, mean, correlation and multiple regressionrnanalysis and also the collected data were processed via SPSS version 22. The main findings ofrnthe study revealed that all the five satisfaction affecting factor, (reliability, safety and security,rncomfort, price affordability and driver’s professionalism) have a positive relationship with taxirnpassenger’s satisfaction. Also, five hypotheses were tested to examine the effect of thesernvariables on tourist’s satisfaction. The results of multiple regression analysis proved that threernof the factors (safety and security, price affordability & driver professionalism) have a positivernand a significant effect on tourist’s satisfaction, and comfort dimension has a negative but arnsignificant effect on tourist’s satisfaction while the remaining one factor reliability has arnnegative and insignificant effect. Besides, the result of this study revealed that tourists were mostrnsatisfied with the safety and security of taxi followed by driver professionalism, pricernaffordability, comfort and reliability. Furthermore, the results of the analysis showed that 74.3 %rnof the variation in dependent variable (tourist satisfaction in taxi service) is explained by fivernpredictor variables (reliability, Safety and Security, Comfort, Price affordability and Driverrnprofessionalism) mentioned in the study. Indicating that there are other unmentioned variablesrn(25.7%) that influence tourists satisfaction. Based on the findings of the study, the researcherrnforwarded some recommendations to the concerned stakeholders.

Get Full Work

Report copyright infringement or plagiarism