Service Quality and User Satisfaction of Makumbura Multimodal Transport Centre of Sri Lanka

Abstract

The study examines the perceived service quality of Makumbura Multimodal Transport Centre (MMC), Sri Lanka and how that relates with the overall MMC transit user satisfaction. Following Parasuraman, Zeithaml and Berry’s work in 1988, the “service” here is recognised through five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. 160 MMC transit users who responded through a questionnaire survey perceived that the ‘quality’ of all MMC service dimensions is higher
than the average level. Among which, the highest-rated aspects were from the tangible dimension: MMC services being modern, comfortable, visually appealing, pleasing, immaculate facility with good service mix and a responsiveness dimension: users being well informed about the time and place of transit services. The lowest rated service quality was in the reliability dimension that the ‘other services of MMC such as cafeteria, ATM etc. being delivered as promised. The study found that only tangibility, assurance and empathy dimensions of MMC services positively related to user satisfaction. Reliability and responsiveness dimensions of
MMC service quality had no positive relationship with its user’s overall satisfaction. Conversely, this information whilst become useful feedback for the improvement of MMC services. It certainly calls for further research in understanding the complicated aspects of service quality and user satisfaction in the transport sector in Sri Lanka.

Keywords: Multimodal Transport Centers, User Satisfaction, Service Quality, Sri Lanka