SERVICE QUALITY DIMENSIONS AND REPEAT PATRONAGE OF CUSTOMERS OF AKWA IBOM TRANSPORT COMPANY (AKTC) UYO, NIGERIA.
Abstract
The research investigated the dimensions of service quality in the context of Akwa Ibom Transport Company (AKTC), focusing on the interplay between on-time performance, schedule adherence, and the condition of the buses and Customer repeat patronage. The specific objectives of the study were as follows; to determine effect of the independent variable, (Service quality dimensions (namely, on-time performance schedule adherence and the condition of the buses) on the repeat purchase of customers of Akwa Ibom State Transportation Company. The study employed a survey methodology, utilizing a structural questionnaire with a 4-point adjusted like scale to obtain data from a sample of 257 customers. Data was analysed using frequency tables and percentages while the hypotheses were tested using regression model, findings showed that significane.
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