Measuring the Level of Customers Satisfaction in Multi-modal Transport. Customers Satisfaction in Multi modal transport Services:The Case of Ethiopian Shipping and Logistics Service Enterprise

      Аннотация: The aim of this research is to Measure the Level of customers satisfaction in Ethiopian shipping and Logistics Services Enterprise (ESLSE) and to evaluate the relative importance of the nine service quality Dimensions towards Customer Satisfaction and Loyalty. The outcome of this study show that the Multimodal transportation service rendered by the Ethiopian Shipping and Logistics Service Enterprise is still expected to go a long way in improving the quality of its service to improve the satisfaction level of its customers. The model had a very strong coefficient of determination R2=0.678, which means about 68% of the variation in satisfaction is explained by the model. But measuring satisfaction is only half the story. It is also necessary to determine customers’ expectations or the importance they attach to the different attributes, otherwise resources could be spent raising satisfaction levels of things that do not matter. The enterprise had better use “Pareto Principle” focus on strategic economic operator, advice to implement new full flags technology to facilitate its work. Last but not least use of rail transport for cargo which would have brings the desired solution ...

Ключевые слова: customers satisfaction, Multi-modal Transport, service quality, Level of Importance