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INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS
COPY RIGHT © 2011 Institute of Interdisciplinary Business Research 103
JANUARY 2011
VOL 2, NO 9
table 4 show that customer satisfaction is predicted by service dimension. From the
multiple regression analysis in table 4, F value, when customer satisfaction was regressed
with customer dimension was 12.889, F (10/410 = 12.889, P = 0.05). The regression is a
significant explanation of the variation in the satisfaction of customers of state Mass
Transit corporations since 12.889 is higher than critical value of F = 1.83 at 0.05 alpha
level. The coefficient of determination was 24.40%.
The coefficients of the model are shown in table 5.
Table 5: Coefficient (Customers)
Model 1 Unstandardised Standardised T Sig R
Coefficient
Coefficient
2
B Std Error Beta
Constant 0.00528 0.43 0.122 0.903
2
Comfort 0.200 0.43 0.201 4.621 .000 0.040
Timeliness 0.07977 0.43 0.080 1.844 0.066 0.066
Safety 0.334 0.43 0.335 7.714 .000 0.112
Attitude
Drivers
of 0.0680 0.43 -0.068 -1.572 0.117 0.005
Transport Fare 0.09534 0.43 0.096 2.204 0.028 0.009
Convenience -0.186 0.43 -0.187 -4.310 0.000 0.035
Breakdown of -0.00766 0.43 -0.008 -01.77 0.860 0.0001
Vehicles
Affordability -0.0616 0.43 -0.062 -1.424 0.155 0.004
Accessibility -0.162 0.43 -0.163 -3.752 0.200 0.0266
Empathy -0.0696 0.43 -0.070 -1.609 0.100 0.0049
Source: Author‟s Computation
From Table 5, four factors were not significant, which were factor 4, factor 7,
factor 8 and factor 10. Factor 3 was the attitude of drivers, factor 7 was breakdown of
vehicles, factor 8 was affordability of transport services and factor 10 was empathy of
customers towards the services of State Mass Transits Service.
From table 5, factor 3 had the highest coefficient of determination which was
11.20%, followed by factor 1 which had 4.00%, then factor 6, which had 3.50% and
factor 9, which had 2.66%. Factor 3 was safety of services, factor 1 was comfortability,
factor 6 was convenience of services and factor 9 was accessibility of services by
customers. Other factors had less than 1% of coefficient of determination.
5. Summary and Conclusions
Commuter perception of transport service quality of state transit corporations depends on
timeliness of the service as revealed by the study and supported by multiple regression
analysis revealed three major variables of safety and timelessness of state transport
services – timely arrival at destination, good driving habits of the drivers of state Mass
Transit corporations and drivers not keeping to time schedules. This is also supported by
the results of factor 2 of principal component analysis. The variables in factor 2 are;
timely arrival for departure, timely arrival at destination and time consciousness of
drivers.
The variables revealed by study were of two categories – positive relationship and
negative relationship. Timely arrival at destination and good driving habits of drivers