Paper Title
Effect of Service Delivery on Customer Satisfaction in the Transportation Industry in Nigeria: A Study of Pleasure Travels Company Limited, Makurdi

Abstract
The objective of this research is to ascertain the effect of quality service delivery on customer satisfaction in the transportation industry in Nigeria: A study of Pleasure Travels Company Limited Makurdi. The study adopted a cross- sectional survey design. A sample size of 130 respondents was used, determined by convenience sampling. A structured questionnaire was the instrument for data collection. The questionnaire had 2 constructs, namely tangibility dimension of service quality (Independent variable) and customer satisfaction (Dependent Variable). The questionnaire was personally administered to passengers at the departure lounge of Pleasure Travels Limited Makurdi Park. The study found out that that tangibility dimension of service quality has a strong significant positive effect on customer satisfaction in the transportation industry in Nigeria. The study recommends that managers of Pleasure Travels Company limited should invest substantial resources in the acquisition of more buses as the available buses are inadequate to satisfy the influx of passenger mostly during festive periods and more so, the personnel should be trained constantly for effective and better quality delivery. Keywords - Service Quality, Tangibility, Customer Satisfaction, Transportation.