DIMENSIONS OF SERVICE DELIVERY AND CUSTOMER PATRONAGE OF AKWA IBOM TRANSPORT COMPANY (AKTC) IN UYO METROPOLIS

Abstract

This study examined the effect of service delivery dimensions on customers' patronage of Akwa Ibom Transport Company (AKTC) in Uyo metropolis. It adopted, service responsiveness, service reliability and service empathy as proxies of the independent variables (service delivery dimensions) and customer patronage was used as dependent variable. Descriptive survey research design was adopted and the population of the study followed the 2015 estimated (413,381 people) as the population of Uyo metropolis. Taro Yamane formula was used to realize a sample size of 400. However, 369 copies of the questionnaire were retrieved from the passenger of (AKTC) in Uyo metropolis who were the respondents of the study. Questionnaire was the major instrument for data collection. Demographic data were analyzed with descriptive statistics and Pearson Product Moment Correlation Coefficient Model was used as the data analysis technique to test the three hypotheses. In order to actualize the objectives, the hypotheses were tested and major findings revealed that; there were positive and significant relationships between all the three proxies of services delivery dimensions (service responsiveness, service reliability, and service empathy), and customers' patronage of AKTC in Uyo metropolis.. In conclusion, there is a relationship between service delivery and customers' patronage of AKTC in Uyo metropolis. The researchers recommend that customer service providers at AKTC should develop empathic customer service strategies that will delight special customers. Furthermore, they opined that the management of the company should supervise the customer service personnel closely so that anyone who does not have good customer relationship skills is taken off from that department.

Keywords: Service Delivery, Customer Patronage, Akwa Ibom Transport Company (AKTC), Uyo Metropolis.