| Road freight transportation is now recognized as one of the most important means of facilitating movement of goods and parcels in the country.Moreover,people are now depending much on road transport due to the poor condition of other inland transport systems notably railways.The important role played by this mode of transport is due to its flexibility,accessibility and affordability to most of the companies in Rwanda.There are currently a large number of local freight forwarders and most of them are small and medium in Rwanda.However,they account for a very small market share and are losing to the foreign corporations.One of the main reasons is low-rated service quality.Service quality plays a vital role in gaining new customers as well as retaining the loyal ones.Due to its special characteristics,it is hard to give a complete evaluation about service quality of a company.SERVQUAL model is considered as one of the most common tools to assess that,which is based on five factors:reliability,assurance,tangibles,responsiveness and empathy.This thesis firstly gives main concepts of Road freight transportation and service quality assessment,focusing on customer services and SERVQUAL model.It also introduces us to Simera transport Ltd,the current situation of road freight transportation and the situation of their customer services quality.Quantitative method was applied via surveys distributed in the company,s front desk.The questionnaire was targeted to corporate customers who are using Road freight services of Simera transport Ltd.222 responses were successfully collected after five weeks to reveal customers' true opinions on service quality in Simera transport Ltd.The result has showed many weaknesses of those companies especially in the reliability and assurance factor.From there,some recommendations are given to evaluate service quality in Simera transport Ltd.'s freight.There are 3 figures,11 tables,and 50 references in the thesis. |
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