Commuter Care Management and Sustainability of Road Transport Firms

Usoro A. A., Dadiowei O. M., Etuk I. U., Esu B. B., Ogbang C. E. and Ele A. A.
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Usoro A. A.: Department of Business Management, Faculty of Management Sciences, University of Calabar, Cross River State, Nigeria
Dadiowei O. M.: School of Commerce and Management, Bayelsa State Polytechnic, Bayelsa State, Ekeremor, Nigeria
Etuk I. U.: Department of Business Management, Faculty of Management Sciences, University of Calabar, Cross River State, Nigeria
Esu B. B.: Department of Marketing, Faculty of Management Sciences, University of Calabar, Cross River State, Nigeria
Ogbang C. E.: Department of Business Management, Faculty of Management Sciences, University of Calabar, Cross River State, Nigeria
Ele A. A.: Department of Business Management, Faculty of Management Sciences, University of Calabar, Cross River State, Nigeria

The Journal of Social Sciences Research, 2021, vol. 7, issue 4, 169-176

Abstract: To be a going concern, road transportation firms like other organizations have to go beyond the usual goal of just making a profit to always keeping their commuters satisfied with the nature of services rendered to them. This study examined commuter care management and the sustainability of road transport firms in the South-South region, Nigeria. The study sought to investigate two dimensions of commuter care specifically waiting for time and employees’ attitude and the influence of these on commuter referrals and retention respectively. A Cross-sectional survey was carried out where data were collected using a structured questionnaire. A sample size of three was used for the transportation companies while a sample size of 329 was used for the commuters. The simple linear regression statistical tool was used in analyzing the data through the aid of the E-View 19 statistical package. Findings from the study revealed that there exists a significant positive influence of waiting time on commuter referrals and of employee attitude on commuter referrals. It was therefore recommended that management of road transport firms should ensure that commuters do not wait for too long before the take-off time, they should make sure vehicles are serviced, fuelled and take off as at when scheduled; employees should also be constantly trained to ensure their attitude to commuters are appropriate.

Keywords: Commuter care; Waiting time; Attitude; Sustainability (search for similar items in EconPapers)
Date: 2021
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