Assessment of Service Quality and Customer Satisfaction from Local Transport Company a Case Study of Niazi Express Pakistan

This study evaluates the service quality and customer satisfaction of Niazi Express, a leading transport company in Pakistan. Using the SERVQUAL model, the research examines key factors such as punctuality, cleanliness, pricing, and staff behavior that influence customer perceptions. A quantitative approach was adopted, collecting data from 200 passengers and 50 employees through structured surveys. Statistical analysis reveals that punctuality and staff behavior significantly impact customer loyalty, while issues like fare transparency and service inconsistencies remain concerns. Findings indicate that enhancing service quality can improve customer retention and competitiveness. The study recommends improvements in operational efficiency, employee training, and fare policies to align services with passenger expectations. By addressing these areas, Niazi Express can enhance overall customer satisfaction and strengthen its market position. Future research can expand this study by comparing different transport services or incorporating qualitative insights from customer interviews to provide a deeper understanding of service quality dynamics.