مجلة الدراسات التجارية والاقتصادية المعاصرة
Volume 8, Numéro 1, Pages 205-217
2025-01-20
The Level Of Customer Satisfaction On The Quality Of Individual Urban Transport Services In Urban Scales Within Cities - A Case Study On The City Of Maghnia.
Authors : Cherifi Noura . Tari Amira . Said Imane .
Abstract
This study aims to answer questions related to the level of quality application in individual urban transport services and the corresponding degree of customer satisfaction within the urban fabric of the city of Maghnia. For this, the study tool was designed from two questionnaires, the first directed to taxi drivers to evaluate the level of quality of the transport service from their point of view, and the second to customers to evaluate their satisfaction. 500 questionnaires were distributed to taxi drivers and 600 customers, and the response rate was estimated at 70.4% and 74.66% respectively. The results reflected an average, or somewhat satisfactory, level of the transport service provided by taxi drivers, which contributed to achieving satisfactory and average customer satisfaction as well. This means that there is a need for improvements related to the administrative aspect and increased attention to customer preferences, in order to enhance their satisfaction to the highest levels.
Keywords
Individual urban transport ; quality of service ; customer satisfaction ; survey ; case study
Les articles similaires
بوسالم أحلام
.
عابد يوسف
.
ص 117-132.
Yahia Zeghoudi
.
pages 74-88.
عقون شراف
.
ص 87-112.
Benhammou Abdellah
.
Benzidane Yacine
.
Zitouni Sabrine
.
pages 473-488.
