Özet:

Public passenger service transport in Zambia is a growing sector that urgently needs attention in terms of infrastructure and service quality. This is because the economy is growing and roads are getting congested especially in urban areas. Further, people are now depending much on road transport due to the poor services offered by railway transport and the huge costs and access limitation associated with air transport. The current study undertook to determine if there is a relation between quality service and customer satisfaction and if customers accessing public passenger service provided by the case company were satisfied. Consequently, the study used a descriptive and explanatory study design involving 390 respondents picked randomly over five week period. The data collected was analysed using descriptive statistics and multiple regression analysis since service quality was found to have five relevant dimensions. The study found that customers of the case service provider were satisfied with the service and that reliability, assurance and tangibility were the most significant variables leading to customer satisfaction. Key Words: Service, Quality, Dimension, Customer, Satisfaction.

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