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Chapter II
This portion deals with related literatures and background insights that are
relevant to the study. This review will focus on the presentation of specific variables
on the struggles of student commuters of Panabo City Senior High School with
Public transport that is convenient, safe and cheap services that are
accessible to the society are what make the transportation reliable. As a sector that
fulfills many people, the type of public transport vehicles must be operated in
compliance with the road hierarchy, capacity and transportation demand that it
vehicle operators in the transportation sector. As a result, this would benefit the
companies due to reduction of traffic congestion, reduce fuel wasted, and lessen lost
time which will also give benefits on public health and on the environment. The
travelling public has demand for transport. However, bus services are often not
reliable, not pleasant and harmful. It plays a major role in the provision of public
toward passengers; and familiarity of places. It was revealed that among the
indicators, hygiene and grooming of drivers found not satisfied and it was
recommended to the local government on the said locality to enforced tight rules
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Bajado C., Irene E, and Laurilla F.T. (2015) on their study which stressed that
despite some complaints on tricycle drivers, commuters preferred to ride tricycle due
Empathy. In La Union, the tricycle drivers have given due recognition by the
city government for their honesty in rendering services to the commuters. Moreover,
the government encourage tricycle drivers to sustain and gave extra concern to the
commuters not just only to residents but also to tourists and non-residents as they
are ambassadors of goodwill and a role model of kindness, obedience and respect
(Beleo, T. 2017).
violation and breach of contract of carriage. In fact, the basic responsibility of tricycle
for hire is to transport the passengers safely to their destination. Moreover, extra
care is required from tricycle drivers in conveying commuters as they are entrusted
to atttract more commuters, public transport must have a high quality of service in
Moreover, ( Bwisa H.M. & Murambi D.N. 2014 ) stressed that, to level up the
utilization of public transport, the services must be designed and performed in the
idea that satisfy the required services by the commuters. Furthermore, it revealed on
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his study that drivers play an important role on the commuters’ satisfaction and
dissatisfaction, and since the drivers are unaware the passengers’ expectations it
leads to the drivers being indifferent. To address the concern, the combination of
information and the drivers is the way to success as the drivers is the main
City had a tricycle ride on daily basis which means that this was the typical mode of
The basic target of the dimension is to afford more facilities for the current or
customized service. (Guga D. & Mudenda C. 2017) describe empathy as the caring,
On the other hand, the fare of habal-habal cost almost twice than tricycles
since it monopolizes some specific routes (Guillen, M.D. & Ishida H. 2003).
Harr K.K.L. (2008) proposed that service providers should be diligent and
voluntary in helping their customers and in providing timely service. This dimension
demands that the service provider should be more flexible in solving their customers’
problems and requests. Firms even should have a capacity to customize services for
justified by 89% of the respondents. This includes the space of the vehicle cannot
most of public utility drivers are untidy. In addition, being well groomed is imperative
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stops with shelters is another major criticism against this public transport service.
is not reliable because the conductors are dishonest about their precise destinations
(2010) is the unfixed time table of travels is also one of the major problems for most
respondents. It means that the first passenger who board on the vehicle must
patiently wait until it is filled up before it will traverse. As a result, this would delay
G. and Mugozhi F. (2016) that drivers, conductors, and operators are unresponsive
to the commuters in attending their complaints. This factor is due to the deficiency of
suggestion boxes and cell numbers of bus operators can be used to address their
complaints. Again, there are no time tables for service delivery for the commuter
omnibuses. The other worth mentioning out coming from this research is that there
are no proper designated service access points for this service sector. Most of the
respondents pointed out that the commuter omnibuses stop everywhere even in the
middle of the road, and in no stopping zones. The other remarkable idea pertaining
to bus stops from the field is that these commuter omnibuses change the customer
service access points very frequently to the inconvenience of their clients. The
research findings also noted that these commuter omnibuses always shift their
customer access points for several reasons which include competing to get
commuters.
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Another concept came out from the research of Hlabiso G. and Mugozhi F.
(2016) that 95% of the respondents’ complaint is about the least empathy of drivers
towards their customers. In fact, they are courteous to passengers before getting into
their vehicles, however, they become ill-mannered towards passengers when they
are inside and have bought tickets. Also, they do not commiserate when passenger’s
property is lost. With that, they do not pay for it. In fact, on their ticket there is a
disclaimer to that effect. Additionally, the lack of empathy is also manifested when a
commuter forgot to collect his change, they eventually do not mind returning it to
omnibuses use subliminal strategies to hood wink their customers in telling them a
lower bus fare figure when one is not yet in the bus and only to be told a higher bus
fare figure when the commuter omnibus is already in transit and when is now
Southern Africa revealed that 93% of the commuters comparing to only 7% indicated
that many of the drivers in several ways, do not instill assurance in their customers.
The commuter omnibus crew members in most cases do not have the required skills
to perform the required customer service and as such, it is no wonder why very often
they are rude to their customers. The main fact for this impropriety was that most of
drivers as well as conductors are not trained on customer care issues. Besides,
some of the drivers do not have the right driver’s license to operate the vehicles and
fleeing at high speed from the manning road blocks of police because of inhibition. In
this same light, the research exposes that faulty vehicles also push the drivers to use
dangerous and illegal routes to elude the police. The other lack of assurance finding
of this research is that the drivers pass through red robots as well as driving in the
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wrong lane and all these put into imperil the life of the passengers (Hlabiso G. &
Mugozhi, F. 2016)
Likewise, Horus E.N. and Yeboah S.T. (2015) in their study on minicab taxi
services in Ghana also revealed that the second highest influencing factor on
customer satisfaction is the reliability of the service. This implied that readily
the research shows that commuters placed much importance on on-time pledged
for a long period. Passengers may be lost and may not be regained if the service is
unreliable. Those passengers who use urban transportation services are increasingly
sensitive to waiting time and they are more satisfied with scheduled service, which
Kimwetich C.J. (2012) on his study states that 87 percent of the motorcycles
operators have not given safety tools to the passengers. Thus, 96 percent of the
passenger’s disfavor motorcycles for not abiding traffic rules and regulation that
cause accidents. The remaining more than 4 percent are unhappy with the rude
poor customer care is felt by commuters due to poor driving skills of omnibuses
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drivers which are regarded as lack of assurance. One of the reasons behind hapless
accidents is the driving manner of the driver. They tend to overtake other vehicles in
competing for customers. Their research also divulged that drivers drive recklessly in
desire to board more and more passengers that would cause a feeling of danger on
Martinez R. (2013) which states that, in City of Mati, tricycles and habal-
habals are the major mode of transportation which able to travel at any destination
Mushi, L. (2013) on his study on public transportation proved that this service
quality dimension has the most significant effect comparing to responsiveness and
assurance. He stated that passengers came up with views on some few areas of
interest under this dimension. Physical appearance of drivers is another area which
Mushi, L. (2013) states that the willingness to help customers is one of the
most significant factors influencing customer satisfaction. This statement was rated
In addition, his study revealed that passengers find it difficult for them to
obtain the reliable information regarding the transport service provided by Dar
Express prior to travel since company does not use user-friendly printed material
stressed that para transit would likely suffice the commuters need in terms of
mobility. Unfortunately, the quality of services does not satisfy the commuters though
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drivers is not simple, instead of being disrespectful to the commuters, they just have
Moreover, in the study of (Rahman, A.R. 2012) states that few tricycles are
moving around due to its mountainous land area. Although fare matrix is regulated
by the local government unit (LGU) in km rate basis, the tricycle drivers in the area
areas of the island. However, habal-habal fares demand higher price than any other
and the ability of the service providers and its people to build trust and confidence.
dimension.
and personnel of service providers (April, J. 2001). Since the tangible and visual
the firm and the brand, service providers are likely to use tangibles to enhance their
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image and convey quality service to customers. Most providers also combine
tangibles with another dimension to create a service quality strategy for the firm