Assessment of Service Quality and Customer Satisfaction from Local Transport Company: A Case Study of Niazi Express Pakistan

Muhammad Usman Akram, Aamir Iqbal Ghazanvi and Muhammad Abubakar

International Business Research, 2025, vol. 18, issue 3, 104

Abstract: This study evaluates the service quality and customer satisfaction of Niazi Express, a leading transport company in Pakistan. The research uses the SERVQUAL model to examine key factors such as punctuality, cleanliness, pricing, and staff way of behaving that influence customer perceptions. A quantitative approach was adopted, collecting data from 200 passengers and 50 employees through structured surveys. Statistical analysis reveals that punctuality and staff conduct significantly impact customer loyalty, while issues like fare transparency and service inconsistencies remain concerns. Findings indicate that enhancing service quality can improve customer retention and competitiveness. The study recommends improvements in operational efficiency, employee training, and fare policies to align services with passenger expectations. By addressing these areas, Niazi Express can enhance overall customer satisfaction and strengthen its market position. Future research can expand this study by comparing different transport services or incorporating qualitative insights from customer interviews to better understand service quality dynamics.

Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://ccsenet.org/journal/index.php/ibr/article/download/0/0/51677/56200 (application/pdf)
https://ccsenet.org/journal/index.php/ibr/article/view/0/51677 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ibn:ibrjnl:v:18:y:2025:i:3:p:104

Access Statistics for this article

More articles in International Business Research from Canadian Center of Science and Education Contact information at EDIRC.
Bibliographic data for series maintained by Canadian Center of Science and Education ().