TITLE PAGE
(A
CASE STUDY OF PEACE MASS TRANSIT, PEACE PARK ENUGU ROAD NSUKKA, ENUGU STATE.)
BY
OGBUU
CYNTHIA IFEOMA
BA/2006/082
A
RESEARCH PROJECT SUBMITTED TO
THE
DEPARTMENT OF BUSINESS ADMINISTRATION
FACULTY
OF MANAGEMENT AND SOCIAL SCIENCES
CARITAS
UNIVERSITY
AMORJI-NIKE ENUGU
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR
THE AWARD OF BACHELOR OF SCIENCE (B.Sc) DEGREE IN BUSINESS ADMINISTRATION
AUGUST 2010
CERTIFICATION
This is to certify
that this project has been read and graded in partial fulfillment of the
requirement for the award of Bachelor of Science (B.Sc) Degree in Business
Administration Caritas University, Amorji
- Nike Enugu, Enugu state.
_______________________ ________________
Mr. Ani Walter Prof.
G .U Nwanguma
Project Supervisor Head
of Department
Date________________ Date________________
__________________
External Examiner
Date______________
DEDICATION
This project is dedicated
to my Heavenly Father. God the Father, God the Son and God the Holy Spirit for
the grace given to me to go through this career and his unending love towards
me throughout my years of study.
ACKNOWLEDGEMENT
Indeed, I express my
profound gratitude to God, the creator of heaven and earth for his protection
and guidance throughout my course of study.
My sincere gratitude
goes to my supervisor Mr. Walter Ani that took much of his time to read in
between the lines of my manuscript and making necessary corrections and
approving it thereof. And other lecturers Prof. G. U. Nwanguma, Mr. Melletus
Agbo, Mr. Innocent Ubawike, and Mr. Kenneth Eziedo, that collectively made me
what I am today through their lectures.
I also, show my
gratitude to my mother, O. C. Ogbuu (Mrs) I thank God for her life and the way
she brought me up most especially her financial support which saw me through
school. God of mercy bless her and spare her life to enjoy the fruits of her
labour.
Special regard goes to
my uncles (Peter and Kenneth Okoli) for their unending love and financial
support throughout the years. This work will be incomplete if I fail to
acknowledge them. May God bless them abundantly.
I
also want to show appreciation to my brothers and sisters, brother Chigozie,,
Chukwunonso, Sister Ifenyinwa Chukwu (Mrs) Chika, Chiamaka, Amara and Uchenna. May Almighty God
bless them all.
I equally want to
appreciate my course mate. It was nice knowing them.Some of them are
Miriam, Amara, Nneka, and Ebere. I am thanking them all for their
love, help and care.
Lastly to my friends,
Isaac, Ifeoma, Uk, Chuks and Christian. They have been wonderful people and I
pray that God should place them in positions (Amen).
TABLE OF CONTENT
Title page i
Certification page ii
Dedication iii
Acknowledgement iv
Table of contents vi
List of table xi
Abstract xii
CHAPTER ONE: Introduction
1. Background of the study 1
1.2 Statement of the problem 2
1.3 Objectives/purpose of the study 4
1.4 Research question/hypothesis 5
1.5 Significant of the study 5
1.6 Scope of the study 6
1.7 Limitation of the study 6
1.8 Definition of special terms 7
References 8
CHAPTER TWO: Review of the Related Literature
2.1 Theoretical framework 11
2.2 Historical background 15
2.3 Current literature on theories postulated
above 16
References 37
CHAPTER THREE: Research Design and Methodology
3.1 Research design 38
3.2 Sources of data 38
3.2.1 Primary source of data 38
3.2.2 Secondary source of data 39
3.3 The population of the study 39
3.4 Determination of sample size 40
3.5 Methods of data collection 41
3.5.1
Questionnaire
design, distribution and
collection of responses 41
3.6 Methods of data presentation and analysis 42
CHAPTER FOUR: Data Presentation and Analysis
Data presentation 43
Demographic
characteristics 43
CHAPTER FIVE: Summary of Findings, Recommendation
Conclusion
5.1 Summary of findings 61
5.3 Conclusion 62
5.2 Recommendation 63
Bibliography 64
Appendixes 66
LIST OF TABLE
PAGE
Table 4.1.1 Distribution and retrieval of
Questionnaire 43
Table 4.1.2 Sex distribution of respondents 44
Table 4.1.3 Age distribution of respondents 44
Table 4.1.4 Distribution of respondents by
marital status 45
Table 4.1.5 Distribution of respondents by
academic qualification 46
Table 4.1.6 Distribution of respondents on
duration of patronage 47
Table
4.1.7 Distribution of respondents on
the
relationship
between management
and
customers 48
Table 4.1.8 Distribution of respondents on
assessment of the management 49
Table 4.1.9 Distribution of respondents on
assessment of the drivers 50
Table
4.1.10 Distribution of respondents on
the
goal of the company 51
Table
4.2.0 Distribution of respondents on
assessment
of the vehicle they have
entered
or traveled with 52
Table
4.2.1 Distribution of respondents on
whether
drivers
travel with manifest 53
Table
4.2.2 Distribution of respondents on
what
they say about the services
being
given or received from Peace
Mass
Transit 54
Table 4.2.3 Distribution of respondents on
having opportunity to patronize
somewhere else 55
Table
4.2.4 Distribution of respondents
on
their opinion of the problem
facing
the enterprise 56
Table 4.2.5 Distribution of respondents on
whether Peace Mass Transit has well
trained and efficient staff 57
Table 4.2.6 Distribution of respondents on the
role of transportation management 58
Table 4.2.7 Distribution of respondents on
whether transportation company has
adequate modern technology 59
ABSTRACT
Road Transportation
was viewed by the researcher as a sine qua non in the economy whether developed
or developing. Road transportation is seen as the engine of an economy. It
links producers, suppliers, consumers and commuters. But poor, ineffective and
inefficient road transportation system have crippled development and the
collapse of many economic and social activities which have resulted in
dissatisfaction among the customers in the industry. This is characterized by
poor management that has resulted in the loss of life and property including
damages worth unquantifiable amount of money. The researcher used primary and
secondary sources and methods of data collection in the study. The researcher
presented the data in tables and used simple percentages to analyze the data
obtained. The findings of the research among others were that road
transportation is very essential for the movement of goods and people.
Inefficient roads all over the country make commuters uncomfortable. Lack of
maintenance culture by drivers always result in breaking down of vehicles and
poor services rendered to customers causes dissatisfaction. The researcher
recommended that good roads must be put
in place to address the situation. Regular maintenance of vehicles and roads
and provision of quality customer services that will satisfy the commuters who
constantly use the roads and vehicles for their economic activities. Drivers
who operate vehicles through the use of road can be improved by;
1. Regular workshop for them on the use of roads.
2. Motivational provision such as allowances for accident free driving in a period of time
3. Other allowances for vehicle maintenance, provision of uniform and bonuses especially during feast days like Christmas are also recommended as incentives and motivational tools.
4. Prefencial system of payment..
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Road Transportation is
a necessary end right from early history. The mobility of people and materials
especially in the present days become one of the greatest needs that have to be
adequately satisfied on our society and economy at large.
Transportation is
referred to as the engine of the economy
(Kunri 2005:79). This means that with out transportation management
system, the entire economy will suffer stagnation. Transportation helps to
bridge the gap between producers, suppliers and industrials users as well as
individual commuters.
Research has shown
that transportation alone account for about 46% of the total physical
distribution costs for manufacturing companies and 28 % for reseller companies
It is important to
note that not much success can be accomplish in manufacturing, distribution of
goods and services including the movement of people without transportation.
It is as a result of
the great importance attached to transportation that man has over the years developed
various transportation modes in other to facilitate the movement of people and
materials. The mode of transportation selected will greatly depend on price,
time, delivery, condition and destination, customer’s patronage, and past
purchase satisfaction.
This
poor transportation management can therefore jeopardize the source of
procurement of materials; goods and services, movement or people and even
course increase in prices and loss of lives.
1.2 STATEMENT OF THE PROBLEM
Poor
road transportation management is one major problem that is affecting the
growth of the economy. Poor road transportation management has led to the
ineffectiveness and collapse of the Nigerian road system that suppose to carry
bulky goods from one city to another and has made inflation to be high. This in
turn has bounced as the road transportation system characteristized by heavy
duty lorries overworking the road system and the resultant effect is damages of
roads causing accidents and loss of lives and property.
Poor
management of Peace mass transit transportation system has caused breakdown of
vehicles that has resulted in goods and movement of people not being able to
reach their destination on time.
This
poor management of road transportation systems has cost the nation a damaged
image, loss of huge amount of money, loss of lives and properties and most
customers are greatly dissatisfied with condition of road transportation in
Nigeria.
Lack
of poor technological development to monitor or regulate the speed of vehicles,
lack of clean vehicles, high overloading of men and goods are great problems to
road transportation. In addition, the poor attitude of drivers towards their
passengers is nothing to write home about.
1.3 OBJECTIVES
OF THE STUDY
The
over all objective of this research is to investigate the impact of road
transportation management that will yield satisfaction to customers.
The specific objectives include:
To
explore the operation of road transportation management in Nigeria as regard to
peace mass Transit.
To identify
the problems of road transportation management in Nigeria
To
determine the contribution obtained from effective road transportation
management in Nigeria.
To
identify the impact of road transportation management on the Nigerian economy
To
make useful recommendation to road transportation management in Nigeria.
1.4 RESEARCH
QUESTIONS
1. Does road transportation management play
any important role in the movement of goods and services?
Are
commuters satisfied when there is breakdown of vehicle on the high way?
Are
commuters satisfied when they do not reach their destination as scheduled?
Are
commuters satisfied when driver is at high speed limit?
Does
Peace Mass transportation company have adequate modern technology and
infrastructure to the satisfaction of customer?
1.5 SIGNIFICANCE
OF THE STUDY
This
study will be useful to many sectors of the economy, as little research has
been done on this area. Thus road transport companies, ministry of works,
transport, and academic will benefit immensely from this study.
Also,
the commuters, manufacturing companies and businessmen especially the middlemen
will equally benefit from the study.
1.6 SCOPE
OF THE STUDY
This
research work covers the road transportation system in Nigeria with special
focus to PMT, their functions operationalization, problems and government
policies to regulate this industry as to deliver maximum satisfaction to the
public.
1.7 LIMITATION
OF THE STUDY
The
researcher faced some limitation during the course of this research. Some
branches or Peace Mass transport companies were unwillingly to supply the
needed information due to the confidential and sensitive of the data. Thus
research work have to source for the available data.
Time
and financial factor were also the major factors as the timeframe to submit the
project was too short for an extensive research. Lack of adequate finance to
fund the researcher as to visit many places was another major setback.
1.8 DEFINITION
OF TERMS
MOT: Ministry of Transport
VIO: Vehicle Inspector
Officer
FSLC: First School Leaving Certificate
WEAC: West African Examination Council
NCE: National
Certificate of Education
OND: Ordinary National
Diploma
BSc: Bachelor of Science
HND: Higher National
Diploma
PMT: Peace Mass
Transit
REFERENCES
REFERENCES
Okakunori, O.K. (2006). Transportation
Management. Enugu: Grovani Publishers.
Vewere, T. A (2000). Business Management. Benin City: Flovent System Publishers.
Ineigbenebor, A. U. (2005), Introduction to
Business. Benin City: Uri Publishing Ltd.
CHAPTER TWO
LITERATURE REVIEW
INTRODUCTION
Transportation
is the movement of people and goods from one location to the other. It is a
means by which goods (raw material, production equipment, operating
inventories, semi-finished goods and finished goods) as well as people are able
to get to or be made available where they are needed for commercials or
non-commercial purposes, as at when desired. The mobility (transportation of
people and materials) is therefore one of the greatest needs that have to be
adequately satisfied in any society if any meaningful level of social
interaction, co-operation, production activities, economic and other types of
development, and the enhancement of human welfare is to be achieved. This is
the reason why road transport is popularly referred to as the engine and wheel
of the society (Olakunori; 1992:69) it helps the world to go round and function
actively.
The necessity of road
transport in the society can easily be realized when we consider the daily
activities of an average person. He takes road transport to his place of work
or business. The goods he bought are brought to him by means of road transportation. He moves around
to interact with others and goes to church activities with the aid of road
transport. The police that ensure his peace and security depends greatly on
road transport for him to carryout their
duties effectively.
Road transportation
provides the essential activities of time and place. Utility of time entails
making things available when they are needed. One of the industries where time
utility is of a major essence is that of the daily newspapers. This industry
greatly depends on road transport to ensure that its vendors and papers get to
customers early in the morning when the news they carry is still regarded as
fresh. As day wear on, the news becomes stale and lose it’s values and prices.
Road transport helps
to provide and add place to goods by making consumers where they are needed.
Most goods would be of no use to consumers if they are not made available at
the places where they are needed for sale, purchase and or consumption
Hence the need for
producers and marketers or business entrepreneurs to put in place an effective
and efficient transport system for timely delivery of goods and services to
adequately deliver satisfaction to the society is a necessary evil that can
never be overemphasized
2.1 THEORETICAL FRAME WORK
This study or research
shall be hinged on anchored on Maslow theory of motivation otherwise also known
as the theory of satisfaction. Maslow clearly stated that needs that are
satisfied do not motivate but unsatisfied needs motivate. And that satisfaction
occurs when the performance exceed desired expectation otherwise will occur
when performance fall short of the desired expectation( Ijeware, 2000:18)
EXPLANATION OF MASLOW THEORY
Theories of satisfaction
According to Ijeware
(2000:20) Maslow’s advanced the following important proposition about human
behaviour.
Humans are wanting
beings: They always ask for more. As soon as one need is satisfied, another
appears. In this place, this process is unending. It continues from birth to
death. Therefore, although a particular need becomes satisfied, needs in general cannot be satisfied.
A satisfied need can
not give room for improvement, only unsatisfied need will give way for
improvement
Human needs are
arranged in a series of levels i.e hierarchy of importance. As soon as needs on
a lower level is satisfied, the one on a
higher level appears and demand satisfaction.
Thus, Maslow felt that
several different level of need exist within individuals and these needs
related to each other in the form of hierarchy. His hierarchy of need consist
of five levels which are physiological needs, satisfy (security) needs, social
needs, esteem need and self-actualization needs.
Source: Ijewere 2000 ; 21.
Physiological needs: These are the basic
needs that people satisfy in order to keep alive. They include food, water
warmth shelter and sleep. Maslow is of the view that until these needs are
reasonably satisfied to the extent to maintain life, other need will not
emerge.
Security or safety
needs: Once the physiological needs are relatively satisfaction, the
individual’s safety needs influence his behaviour. These need have to do with
man’s yearning to be free from physical dangers and pains.
Affiliation or
acceptance needs: the individual is a social being and he implicitly expresses the
desire for companionship, love and acceptance. He seeks the love of affliction
of family and friends and affiliation with meaningful groups both in the
community as at work. It is necessary to emphasize that people may join other partly to satisfy
affection needs and partly for grater security.
Esteem needs: When affiliation needs
are satisfied, new need emerge, the desire for social esteem and prestige.
People want to be seen as different from others. Everyone want to be equal but
some people want to be more equal than others. At work a position of authority,
a company car, an office carpel are means by which self esteem need are
satisfied.
Needs for self
actualization: At the top of the need hierarchy is the individual’s drive for
achievement, creativity and growth guided by the motto: what a person can be,
he must be, the individual would want to create and achieve everything which he
is capable. He satisfies the need for achievement by the process of expanding
effort and experiencing successful completion.
The
drive of self-assertion varies in intensity from person to person. While almost
every one has the need to be independent and to excise initiatives, for some
people the desire for self assertionship over into a strong desire for power.
Normally,
people wants to have an opportunity for growth. Only few people will be fully
dedicated to their work, if the feelings that they can grow in the job is not
given, satisfaction come from process of achieving growth as much as from the
accomplishment itself. However, individual varies gratify in the kind and
amount of satisfaction to which they aspire.
2.2 HISTORICAL BACKGROUND
Peace Mass transit Ltd started in the year 1994 with two hiace buses. It commence business as a transport company. Peace Mass transit which has now transformed to be one of Nigerian leading mini bus service company which moves about 30,000 passengers daily. The operational headquarter is located at Okpara avenue at Enugu which is under the supervision of Enugu north local government council. Presently, Pease Mass Transit has six deports, they are Enugu deport, Abakaliki deport, Onitsha deport, Aba deport, Abuja deport and Lagos deport. Pease Mass Transit operate only on a distance for their operations.(WWW. Peace mass transit Nig.Org)
Now the company uses mini buses for its operations.
Presently, the company has more than 4000 vehicles for their operations.
2.3 CURRENT LITERATURE ON THEORIES POSTULATED ABOVE
Role Of Road Transport In The Nigerian Society
The role of road
transport cannot be over-emphasized or exhausted. As already observed, it is
indispensable if any meaningful level of economic development, social
integration and development and the enhancement of standard of living is to be
achieve in any society. Below are some of the important roles played by road
transport, which makes it very indispensable in the modern society.
COMMUNICATION: Road
transport is a major vehicle for communication. People have taken it for them
to be able to make contact with others and disseminate information. Mails and
other materials for information dissemination are also taken to their
destination by road transport.
AID TO THE MOBILITY OF
PEOPLE AND FREIGHT: Road transport is
synonymous will mobility. People rely on the means of it to move from place to
place for economic, social, political, religious and other purpose. They also
use it to move their goods from one location to another. Without an efficient
road transport system, the tempo of economic, educational, political, medical,
religious, social and other activities in our society would grind to a half.
Road Maintenance
No
road is constructed to last for ever, just like every other created by man.
Roads get damaged with usage time. Changes in weather conditions overtime,
floods usage and other factors have some damaging effect on roads right from
the moment they are built. However,
effect of these factors to a large extent depends on the quality of the
material used for building specific roads, how well, they were constructed and
the frequency of usage. Earth roads generally get damaged faster than their
paved or tarred counterparts. The types and culverts of vehicles that would use
a road and the volume of traffic have to be put into consideration when
constructing it in addition to the
nature of the soil on which it is to be built. Otherwise, the road would get
damaged quickly and fail to give the desired service. Every road need to be
maintained in other to repair the damages occurring to it with time and usage.
Road
in Nigeria and other parts of Africa are generally not well maintained. Heggie
(1995:44), which carried out a study on maintenance of roads for the World Bank
in Sub-Saharan Africa observed that by 1990, nearly a third of $150 billion
invested on roads in the region had been eroded through lack of maintenance. It
is common knowledge to all road users in Nigeria that poor, maintenance of
roads in the bane of the roads transportation industry in the country. This
problem affects all types of roads/federal, state and local death traps and
have not received any maintenance attention for the past ten years, despite
public outcry over the years.
Advantages of Road Transportation
Road transportation is
carried out through the use of mini-buses, luxurious buses, pick up vans,
saloon cars, stations wagon cars, tankers, truck trailers and motorcycles among
others, the use of such a wide range of alternative vehicles for carrying
passengers and cargoes gives the road mode of transportation many advantages
when compared with others modes of transportation. The following are most
important, among the advantages:
Road
transportation is the only mode that offers door to door services without any
intermediate unloading of vehicles. Manufacturers and commuters route as a
service very high because of the secrecy and convenience, which it affords.
Motor
vehicles generally on public highways and this makes the required terminal and
right of ways cost less than what is obtained in most of the other modes such
as air, water and rail.
The
commercial services of road transportation are the cheapest to operate among
all modes.
Road
transportation is the most adaptable of all the modes of transportation. It
combines with other mode more easily than any of the others.
Road
transport is the most available. It services can be obtained at any time of the
day and almost everywhere.
The
cost of transportation by roads is generally much lower than that of air mode.
Road
mode of transportation is the most accessible mode to both urban and rural
dwellers all over the world. Every body can easily make use of it.
Disadvantages of Road Transportation
Despite many advantages associated with road mode of transportation. It has some disadvantages. The most prominent among the disadvantages are:
1. The vehicles that are used for road are much unlimited in terms of their cargo capacity. Generally, ship, trains and aircraft carry higher volumes of cargoes than vehicles.
2. Road transportation exerts more demand in limited urban space than other modes. It grabs for itself much of the limited urban space for the construction of streets highways ring roads, motor parks, parking spaces, garages, mechanic and other workshops and bus stops.
3. Road vehicles are more prone to accident than other modes during transit activities. Many people who can afford to travel by other means but who are forced to travel by road because of its availability see it as a necessary evil. Accidents are common features on Nigerian roads because of inadequate maintenance of the vehicles on our roads. Lack of adequate parking space, carelessness and recklessness on the part of the drivers, an inadequate provision signs etc. Also, the gross failure of t MOT and VIO to perform their statutory duty of vehicles inspection and testing among others.
4. Fuel crises which has remained intractable in the country for some years now makes transport service very unreliable.
5. Because road are easily accessible, motor and passengers of transit are highly susceptible to attract by armed robbers in a country like Nigeria.
6. For long journeys or trips, road transportation is very slow when compared with rail and air modes.
Problems of Road Transportation in Nigeria
A lot of problems are associated with operation of road transport service and road transportation in Nigeria. Most of these problems arose as a result of poor management of roads on the part of the government as well as poor attention to customers on the part of the operators of road transportation service. Some of these problems are as follows:
1. Recklessness of motor vehicle drivers: Many road transportation drivers are illiterate and do not attach much importance to value of their passengers. Because of this, they are very careless and reckless on the road. This often leads to unavoidable accidents and loss of lives and valuable as well as great damages to their vehicles.
2. Inadequate number of transit vehicles: The number of road transit vehicles is too inadequate to cope with the demand for road transportation in the country. Because of this, most vehicles often carry excess passengers and cargo, leading to accidents, inconvenience of commuters and damage to vehicles.
3. Inadequate road network: The number and length of roads in the country is too inadequate to cope with the need for road transportation.
4. Bad roads: The state of most roads in Nigeria is very bad. Most of the roads are filled with potholes and sharp pavement edges. These often cause accidents and damages to vehicles and cargoes as well as great inconveniences to commuters. This is the need for government at all level to give more attention to road maintenance in the country.
5. Menace of highway robbery: The presence of numerous police checkpoints has not been able to put a check on this problem. Many innocent commuters losses their lives and property to highway robbers everyday, despite the presence of police on the roads. This ugly situation has forces many road user to carry police escort, which increases the cost of road transportation.
6. Inadequate maintenance of transit vehicles: Most of the transit vehicles on our roads are in poor state of maintenance. The prevailing adverse economic situation in the country. Poor maintenance culture and failure of the MOT and VIO to discharge their statutory responsibility have left commuters to depend on rickety “conffins-on-wheels” for their journeys.
Managing the road transportation
Management can be defined as the process of planning, organized, leading and controlling the work of organization members and of using all available organizational resources to reach organizational goals. (Stoners, Freeman and Gilbert 1996).
According to Drucker,(2000:45) management is the process of pulling together the effort of people in an organization towards the achievement of goals of that organization.
Attitude Of Transport Owners
The transport owners lack marketing plan. Marketing plan is normally a short term plan that will direct the organization from one year to three years. It will enable the owner to have wide range of management benefit. It coordinate the available resources of the organization and eliminate confusion and misunderstanding in order to achieve maximum co-operation. In the absence of marketing plan, the transport owner will only have immediate management benefit and there will be no co-operation.
Most transport owner lack the ability to minimize risk through the analysis of the internal and external environment. The planning procedure allows managers to identify areas of strength and weakness so that the first can be exploited and the second surmounted. In addition to that, opportunities can be assessed.
Transport owners do not focus on long-term business objective. They do not plan to be in the best position to achieve its large term future aims which allow management to develop continuity of thought and action from one year to the next.
Moreover transport owners are not interested in the satisfaction of customers but for profit maximization. They have power to generate or increase the level of commuters demand or even influence their pattern of demand but they only use their power on price in order to get profit.
Transportation owners are self-centered. It is a major problem and one major one which is difficult to solve.
Road transport owner do not provide adequate infrastructure for commuters. They do not care if the buses are regularly serviced or not. They believe that business is just for profit and they lack analytical and logical thinking.
Attitude of Drivers
Drivers have many attitudes. Most common ones among them are:
- Nonchalant attitude: Most drivers shows less concern where they are meant to show concern especially when it comes to passengers. They know what is right but they do not want to adhere to it. They sometimes do not stick to the regulation and as such, drive with high speed; hence cause accident.
- Reckless attitude: Drivers recklessness attitude has cause lost of lives and properties. Most drivers do not attach much important value to the life of the passengers and because of this they drive carelessly and recklessly on the road, showing lack of care resulting to danger and disregard towards the safety of passengers. Reckless driver drink alcohol and smoke while on duty which cause lost of lives and properties.
- Over speeding attitude: The attitude of over speeding is a serious problem. Over speeding has caused lives and yet, many lives are still in danger etc.
- Disobedient attitude: This is inability to obey the traffic rules and regulation. Most drivers fail to obey traffic rule thereby causing problem to their selves as well to their passengers.
Remedial Action
· Divers should regularly visit workshop for proper vehicle service
· Seminars should be conducted by road safety agency to educate drivers on things they need to know like obeying traffic rules, consequences of over speeding etc.
· There should be public enlightenment on danger of smoking, drinking alcoholic drink while driving and receiving of phone calls while driving as well.
· Drivers are required to be well experienced and be aware of driving skills before embarking on any driving assignment.
· Drivers should be taught how to be on a friendly note with their passengers, this bring about peaceful condition during driving and leads to safety of both the passengers and the driver.
Responsibilities of the road transport managers
Whether a company operates its own fleet of vehicles or depends on the services of independents providers of carriers, it need to transport department or unit and a capable manager or supervisor to take charge of it. In a typical manufacturing and marketing company, road transport is required for sourcing production input and distribution of finished goods. It is essential for organizational people to note that basically, the same transportation activities are required for the inbound movement of production materials and outbound movement of finished goods.
The most important among the functions or responsibilities of a transport manager in a typical manufacturing and marketing company include the following:
1. Routing: for a company making use of outside transport services, routing involves the choice of the mode of transportation to use for moving goods and personnel and the selection of a carrier or carriers within the mode. To a large extent, transport managers make this decision in consideration of the nature of the goods, the speed required, transport cost, service expected organizational resources and objectives, also customers expectations among others.
2. Carrier selection: This is essentially part of routing the decision here should be taken, based on the transport need of the company, its resources and the efficiency of the alternative carriers available in the community concerned. A company should stick to the selected carrier for a relatively long period of time so as to benefit from accrued experience.
3. Rate negotiation: rate negotiation has to do with the determination of transport charges for specific units of traffic and distance. The managers should ensure that his company obtained as low rate as possible, subject to the satisfaction of its transport needs.
4. Transportation cost reduction: It is essential to transport managers who makes efforts to reduce the transport cost of his company. This can be done by transporting goods in bulk, engaging in pool car or pool truck management with others in order to transport car lead rather than less car load, packing goods in other to obtain rate reduction and effective rate negotiation among others.
5 Re-consignment: This involves changing the routing of consignment, its consignee and destination after it has been turned over to a carrier. Re-consignment is actually a type of diversion. When there is a need for diversion, the traffic manager needs to request the carrier to effect the necessary charges in routing and delivery on time before the consignment arrives at the original destination.
6. Minimizing risk and making claims: Transportation involves risk. Claims are also necessary when damages or loses occur. The transport officer duty with respect to risk is essentially that of their minimization rather than complete elimination. One of the most effective means of minimizing transportation risk is by ensuring transport facilities and the consignment in transit. It is the right of a manager to make claims when necessary and should be made on time and through the right formal channel.
7. Personnel management: The personnel working in the transport department of organization include drivers, mechanics, electricians, drivers mate, clerk and clearing and forwarding officials. The transport managers need to see that their duties are properly spelt out and that they are organized and motivated to achieve the departmental goals and corporate goals of the organization itself.
8. Facilities maintenance: The transportation facilities should be kept in a good working condition at all times. It is good for a big company to have its own vehicles maintenance workshop.
The above maintained is a good and essential duties of a good manager.
2.4 JUSTIFICATION OF ROAD TRANSPORT REGULATION
The transport industry is a highly regulated industry. Though some modes of transportation are more regulated than other, there is no mode that does not feel the impact of government control measures in the country. Nigeria’s cases is not much different from that of any other country. However, the extent of government activities in the regulation and control of road transport in any place depends on the political and economic ideology by the government, the level of economic situation and the ability and maturity of the private and commercial providers of road transport services in the society concerned. In the regulation of road transport, government hopes to ensure the safety of the general public and users of road transport services accelerate and appropriately channel the direction of the development of road transport operators and parties involve in transportation contractual relationship.
A number of reasons can be given to justify actions of government in regulating transport. The most popular among these reasons are as follows:
a. Safety of general public and users of road transport: The vehicles used in the road transportation can sometimes pose great dangers to the member of the public and the users of their services. Some of these dangers (such as accidents) may be due to the use of faulty vehicles or the carelessness of drivers. Accident resulting from these may lead to the loss of live and valuables. Government tries to regulate transport by determining which vehicles are fit to be used for transportation and qualifies to operate. Through these and other measures, the public and users of road transport services are protected.
b. Environmental protection: Some road transports pollute and degrade the environment. Examples of these are the emission of dangerous gases from internal combustion engines, noisy and oil spillage from broken or vandalized pipelines.
c. Economic stability: As we saw in chapter one growth of the economy of any nation depends heavily on road transport. Without a good road transport, no economy can develop or function properly. A mal function in the transport system can greatly jeopardize the interests of any nation’s economy. By controlling the excess of commercial, transport operators, government hopes on achieving and maintains economic stability.
REFERENCES
Robert, B. U (179). Business and Government Policy. New York: McGraw Hill Book Company.
Ejiofor, P. I. (1990). Foundation of Business Administration. Onitsha: African Feb Publishers.
Olakunle, K. O. (2006). Transportation Management. Enugu: Giovanni Publishers.
Ejiofor, P. I. (1990). Managing Government owned companies. Onitsha: Fourth Dimension Publishers.
Tony, A. Ijewere (2000). Business Management. Benin City: Nigeria. Floreat System Publishers.
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.1 RESEARCH DESIGN
The study was carried out to examine the road transportation management and customers satisfaction in Peace Mass Transit Nig Ltd.
Satisfaction is crucial to the well-being and survival of any enterprise. Management by virtue of their position as decision – makers in any organization wield massive influence in the conduct of the organization activities and thus determine the operation and direction of firm in order to achieve sated objectives or goals.
3.2 SOURCES OF DATA
3.2.1 PRIMARY SOURCE OF DATA
To obtain primary data from respondents, the researcher employed two basic methods, which are the use of personal interviews (oral). The researcher used personal interview to get factual data from the representatives of the company. The self-scoring questionnaire will be used to ascertain the employees perceptions.
The questions were simply worked to avoid obscure meaning and to encourage independent in making the response.
3.2.2 SECONDARY SOURCES OF DATA
Secondary sources were also made use of. They are magazine, newspapers and other researcher works that are related to the topic.
Collection of secondary data is being done by collecting information from the company’s magazine and other documented reports.
3.3 THE POPULATION OF STUDY
At the time of conducting this research, the population of persons working in Peace Mass Transit is four hundred and twenty (420) persons. This forms the population of study.
3.4 DETERMINATION OF SAMPLE SIZE
The statistical formula applied to determine a sample from a definite population as formulated by Yamane is as follows:
n = N__
1+n(e)2
Where n = the desired sample size
N = size of the population of interest
(in this case it is 420 persons)
e = This is the limit of error tolerance which we assumed to 10% (i.e.0) substituting the figure in the formula therefore:
n = 420
1+420
n = 420
1+420(0.01)
n = 420 + 420
1+420 520
n = (sample selection) = 81
3.5 METHODS OF DATA COLLECTION
The method used for collecting relevant data for this study is questionnaire. The questionnaire is structured and fixed type of questionnaire.
The researcher used table and simple percentage method.
3.5.1 QUESTIONNAIRE DESIGN, DISTRIBUTION AND COLLECTION OF RESPONSE
As stated above, oral interviews were held with some management staff of the company. In the course of the interview, the following questions were asked.
1. what are the policies the managers use to satisfy their customers?
2. What are the strategies being applied by the management of Peace Mass Transit to concretize the policies?
3. How would you evaluate the effect of these strategies on customer satisfaction?
4. What are other steps to be taken in future to improve these satisfaction strategies?
5. What is the policies design for developing new satisfaction strategies that will suite the customers?
3.6 METHOD OF DATA PRESENTATION AND ANALYSIS
The data will be presented and analyzed with the use of table and simple percentage method.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
This chapter deals with the presentation of data collected by the researcher. The researcher presents analysis of response obtained from the respondent.
Demographic Characteristics
Often there is always a change in the number of staff or customers working and patronizing respectively in particular period.
Table I
Distributing and retrieved of the questionnaire
No distributed |
No returned |
% |
No. Not returned |
% |
Total |
81 |
73 |
90.1 |
8 |
9.9 |
100 |
Total |
73 |
90.1 |
8 |
9.9 |
100 |
Source: field survey 2010
From table 4.1.1 above shows that out of 81 questionnaire that were distributed to the respondents 73 or 90.1% were returned while 8 or 9.9% were not returned. The high rate of questionnaire returned was due to the researcher regular visit on personal capacity to the respondents.
Table 4.1.2
Sex distribution of respondents
Response |
Frequency |
% |
Male |
52 |
71.23 |
Female |
21 |
28.77 |
Total |
73 |
100 |
Source: field survey 2010
In table 4.1.2 above out of 73 respondents 52 or 71.23 were male while 21 or 28.77 were female.
Table 4.1.3
Age Distribution of respondents
Age |
Frequency |
% |
18-25 |
8 |
10.96 |
26-35 |
13 |
17.81 |
36-45 |
30 |
41.10 |
46-55 |
18 |
24.66 |
56 above |
4 |
5.48 |
Total |
73 |
100 |
Source: field survey 2010
In table 4.1.3 above shows that out of 73 respondent 8 or 10.96% were of the age of 18-25 and 13 respondents or 17.81% were at the age 26-35 30 respondents or 41.10% were of the age 36-46 18 respondent or 24.66% were of the age of 46-55 and 4 respondents or 5.48% were of the age of 56 and above.
Table 4.1.4
Marital status of respondents
Marital |
Frequency |
% |
Single |
36 |
49.32 |
Married |
37 |
50.68 |
Total |
73 |
100 |
Source: field survey 2010
Table 4.1.3 shows the marital status of the respondents out of 73 respondents 36 or 47.32% are single while 37 or 50.68% also of the respondents are married. Therefore, showing that married customers are more than the single customers that patronizes Peace Mass Transit.
It is good to know the educational background of the respondents, hence the respondents were asked to indicate their high educational qualification. See table 4.1.4.
Level of education of the respondents
Level of education |
No of response |
% |
FSLC |
0 |
0 |
B.SC,NCE/OND |
10 |
13.70 |
Graduate/HND |
14 |
19.18 |
Post graduate |
10 |
13.70 |
Professional qualification |
9 |
12.33 |
WAEC |
30 |
41.10 |
Total |
73 |
100 |
Source: field survey 2010
The table indicates that none of the respondents had primary six as their highest qualification. Those that admitted that WAEC was their highest qualification numbered 30 which represents 41.10%, the total presented 10 or 13.70% of the respondent had B.sc, NCE, OND. 14 or 19.18% of the respondent are graduate/HND and post graduates numbered to 10 or 13.70% of the total respondent while 9 or 12.33% of the respondent had professional qualification as driving.
Based on the information in the above table, it can be said that majority of the respondent had WAEC as their highest qualification which represent 30 or 41.10%.
The researcher also want to know the duration which the customers have been patronizing Peace Mass Transit. The table below shows the number of years the respondents have patronize the company.
4.1.5
Level of duration of patronage
Duration of patronage |
No of response |
% |
1 month – 5 years |
20 |
27.40 |
6 years – 10 years |
40 |
54.80 |
11 years – 15 years above |
13 |
17.81 |
Total |
73 |
100 |
Source: field survey 2010
It is shows that 20 or 27.40% of the respondents have patronized the company between and 5 years, 40 or 54.80% of the respondents have patronized between 6 and 10 years. While 13 or 17.81 respondent have patronized peace transit for years and above.
Based on the above information it is therefore revealed that majority of the customers that patronizes Peace Mass Transit have been between 6 years and 10 years.
The researcher went further to interview in other to know the relationship that exist between the management and the customers.
Table 4.1.6
Respondents responses on relationship between management and customers
Question: What working relationship exists between the management and the customer?
Response |
Frequency |
% |
Cordial |
20 |
27.40 |
Non cordial |
53 |
72.60 |
Total |
73 |
100 |
Source: field survey 2010
Table 4.1.6 shows that out of 73 respondents 20 or 27.40% said the relationship between management ands customers is cordial while 53 or 72.60% said it not cordial.
Table 4.1.7
Respondents responses on assessment on the management
Question: what is your assessment on the management
Response |
Frequency |
% |
Efficient |
13 |
17.81 |
Inefficient |
40 |
54.79 |
Bad |
20 |
27.40 |
Total |
73 |
100 |
Source: field survey 2010
In the above table, it shows that out of 73 respondents 13 or 17.81 said that Peace Mass Transit management is efficient, 40 or 54.79 said that its management is inefficient and 20 or 27.40 states that its management is bad.
|
|
Frequency |
% |
|
Good |
9 |
12.33 |
||
Over speeding |
43 |
58.90 |
||
Reckless |
21 |
28.77 |
||
Total |
73 |
100 |
Source: field survey 2010
In the table 4.1.8 above, out of 73 respondents, 9 or 12.33% states that drivers drive good, 43 or 58.90 states that the drivers over speed while driving and 21 or 28.77% gave information that the drivers drive recklessly while driving.
Based on the above information, the majority gave information that the driver of this company over speed while driving.
|
|
Frequency |
% |
|
To make maximum profit |
63 |
86.30 |
||
To give transport service |
10 |
13.70 |
||
Total |
73 |
100 |
Source: field survey 2010
The above table shows that out of 73 respondents 63x.30% respondent feels that the company is out to make profit while 10 or 13.70 feel the company is out here to provide transportation services for the people of the state.
Based on the above information, it indicates that Peace Mass transit is out to make maximum profit possible.
Table 4.2
Respondents response of assessment on the vehicle they have entered or traveled with.
Question: What is your assessment on the vehicle you have entered or traveled with?
Response |
Frequency |
% |
Good |
5 |
6.85 |
Fair |
10 |
13.70 |
Bad |
40 |
54.79 |
Worst |
18 |
24.66 |
Total |
73 |
100 |
Source: field survey 2010
The above table shows that out of 73 respondents 5 or 6.85% asses the vehicle they have entered to be good, 10 or 13.70 said their assessment is fair and 40 or 54.79% of respondents said bad while 18 or 24.66% states worst.
Based on the above information, the majority of the respondents gave information that their assessment on the vehicle they have traveled with is bad.
Table 4.2.1
Respondent responses on if driver travel with manifest
Question: Does the drivers of Peace Mass Transit travel with manifest?
Response |
Frequency |
% |
Yes |
73 |
100 |
No |
0 |
0 |
Total |
73 |
100 |
Source: field survey 2010
The above table shows that out of 73 respondents, 73 of 100% of the respondents feels that the driver of Peace Mass Transit always travel with manifest.
The respondents (customers) were asked to evaluate the organization in terms of customer’s satisfaction. The result of their response are liquated in the below table.
Table 4.2.2
Respondents responses on service being received from Peace Mass Transit.
Question: What do you have to say about the services being received from Peace Mass Transit?
Response |
Frequency |
% |
Satisfying |
16 |
21.92 |
Fair |
19 |
26.03 |
Dissatisfying |
38 |
52.1 |
Total |
73 |
100 |
Source: field survey 2010
From the above table out of 73 respondent 16 or 21.92 said satisfied, 19 or 26.03 said fair while 38 are dissatisfied with services being given to them at Peace Mass Transit.
Further, the respondent were ask if they have the opportunity to patronize somewhere else would they like it? The result of their responses are depicited below.
Respondents responses on if they have opportunity to patronize somewhere else.
Question: As a customer, if you are given opportunity to patronize somewhere else will you be happy?
Table 4.2.3
Response |
Frequency |
% |
Yes |
48 |
65.75 |
No |
25 |
34.25 |
Total |
73 |
100 |
Source: field survey 2010
The above table shows that 48 of 37% out of 73 respondent says they will patronize somewhere, else if they have the opportunity while 25 or 34-25 will not want to patronize somewhere else if opportuned.
This shows that the majority of Peace Mass Customers will stop patronage if opportuned.
Table 4.2.4
Respondents responses on the problems facing the enterprise.
Question: What is your opinion on the problem facing the enterprise?
Response |
Frequency |
% |
Financial |
5 |
6.85 |
Personal |
6 |
8.22 |
Bad leadership |
15 |
20.55 |
Mismanagement |
45 |
61.64 |
All of the above |
2 |
2.74 |
Total |
73 |
100 |
Source: field survey 2010
The above shows that out of 73 respondents, 5 or 6.85% says that the problems being faced in Peace Mass Transit is financial problems, 6 or 8.22% says is personal problem, 15 or 20.55% says is bad leadership problem, 45 or 61.64% says is mismanagement problem while 2 or 2.74 respondents says that it is all of the above problems.
Based on the information given above, it is cleat that majority of all respondents which numbered to 45 or 61.64% gave information that the problem being faced in the Peace Mass Transit today is a result of mismanagement.
Table 4.2.5
Respondents responses on well trained and efficient staff.
Question: Does Peace Mass Transit have well-trained and efficient staff?
Response |
Frequency |
% |
Yes |
65 |
89.04 |
No |
8 |
10.96 |
Total |
73 |
100 |
Source: field survey 2010
The above table show the response of 73 respondent which of that 73, 65 or 89.04% says that Peace Mass Transit have well trained staff while 8 or 10.96% said that the company do not have well trained staff.
Based on the above information the majority of the respondents states that Peace Mass Transit have well trained staff.
Table 4.2.6
Respondent response on important of transportation management.
Question: What do you think about the role of transportation management?
Response |
Frequency |
% |
Important |
50 |
48.49 |
No important |
23 |
31.51 |
Total |
73 |
100 |
Source: field survey 2010
The above shows that out of 73 respondents 50 i.e 48.49% of them says and agree that transportation management plays an important role in the movement of goods and services. Based on the above information transportation management is the engine of the economy.
Table 4.2.7
Respondent response on if the transportation management have adequate modern technology and infrastructure.
Question: Does transportation companies have adequate modern technology and infrastructure to the satisfaction of customer?
Response |
Frequency |
% |
Yes |
53 |
72.60 |
No |
20 |
27.40 |
Total |
73 |
100 |
Source: field survey 2010
The above information shows that out of 73 respondents 53 or 72.60% says that Peace Mass transit have adequate modern technology and infrastructure to the satisfaction of customer. While 20 or 27.40% respondent says that Peace Mass transit do not have adequate modern technology and infrastructure. Base on the above information, the majority of the respondents states that Peace Mass Transit have adequate modern technology.
CHAPTER FIVE
SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION
5.1 SUMMARY OF FINDINGS
Researcher arrived at the following findings which include:
1. Road transportation management plays important role in the movement of goods and services. In recognition of this, intangible data collected on the role of transportation movement on the movement of goods and services show that transportation in any economy is a sector that can not be over emphasized. The researcher discovered that transportation management plays a vital or major role in the movement of goods and services. This means that the mobility of people and material especially in the present days, is one of the greatest needs that have to be adequately satisfied in our society and economy at large.
Secondly, commuters always express dissatisfaction when there is any major breakdown of vehicle when they are on business appointment.
Thirdly, most commuters are highly dissatisfied or not delight when they cannot reach their destination as required. This could be because of not meeting up with business or other relevant appointment.
Fourthly, commuters are always not comfortable and skeptical when drivers drive at very high speed. This is one of the major reasons of fatal accident on our highways.
Finally, most transportation companies lack modern infrastructure such road and road signs and facilities such control computer and air conditional in their organization to take good care of the customers.
5.3 CONCLUSION
Knowing that road transportation is referred to as the engine of the economy, the road transportation management should get in more modern facilities for easy road transportation services and also maintain the equipment available to them.
5.2 RECOMMENDATIONS
The management of road transportation companies should make sure that the transport vehicles go through routine maintenance to reduce the rate of breakdown of transportation vehicle on the highway.
Secondly, the management as well computerize the company as to monitor the speed limits on the driver. This will help to reduce the rate of road accidents and make the company to have goodwill.
Finally, the management should also provide modern infrastructure and facilities to take adequate care of the commuters.
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