ND COMPUTER SCIENCE PROJECT PROPOSAL
HUSSAINI ADAMU FEDERAL POLYTECHNIC
JIGAWA STATE NIGERIA
IMPACT OF ONLINE BUS BOOKING ON CUSTOMER
SATISFACTION (A CASE STUDY OF GOD IS GOOD MOTORS,
AJAH TERMINAL, LAGOS)
BY:
S/N NAME REG NUMBER
1 OGUNLEYE SUNDAY JOHNSON ND/CS/19/070
2 MUBARAK LAWAL ND/CS/19/065
3 AKPONO GREAT PETER ND/CS/19/066
SUPERVISED BY:
MR. MATTHEW UGOCHUKWU
A PROJECT PROPOSAL TO THE DEPARTMENT OF COMPUTER
SCIENCE
COLLEGE OF SCIENCE AND TECHNOLOGY
JUNE 2022
TABLE OF CONTENTS:
Title Page…………………………………………………………………………. 1
Table of Contents………………………………………………………………… 2
Introduction…………………………………………………………………….….3
Statement of Problem………………………………………………………….…. 4
Objectives of the Research………………………………………………………..4
Significance of the Study……………………………………………….…………5
Scope of the Study……………………………………………………….………..5
Limitations of the Study…………………………………………………..……….5
Student Undertaking………………………………………………………..………6
Project Supervisor Approval and Remark……………………………………….6
INTRODUCTION
Online booking or e-ticketing as it may also be called is making waves in nearly all
the sectors of transportation (road, water, air and rail). It started with the US
Airways in 1970 and found it ways to Nigeria in early 2000 and booming until
now. With the sudden growth in electronic commerce (e-commerce) globally,
businesses are now making efforts to gain a competitive advantage by using e-
commerce to interact with customers (Aljunaid, 2006).
Today, the internet is not considered as only a networking medium again but also
as a medium of transaction for online consumers (Chan et al., 2013). According to
Nielson Company report in 2013, in global average online browsing and buying
intention in the next six month, clothing, accessories and shoes come in the first
place followed by tours and hotel reservation is the second place that customer will
purchase (www.nielsen.com).
From the report, it clearly illustrates that virtually everyone in the world is getting
dependent on internet purchase that can act as the medium to buy or carryout
survey on tours and hotel. The reason why online purchasing is getting in the heart
of the users is mainly because the internet brings ease to customers. Online
shopping, games, books, and even groceries can be purchase online.
STATEMENT OF THE PROBLEM
In Nigeria today, most transport service companies are now providing online
booking which is also termed as e-ticketing to travellers, it is impossible to meet all
customers’ need at a time and therefore, it is imperative to prioritize certain
customer and their need (Sara and Erica, 2005). In Nigeria, with the presence of
high competitive road Transport Company, it is hard to earn the trust of customers.
Therefore, this study intends to find the best factors that can help online bus
booking services to get loyal customer. As services is an intangible product and
depends directly on customer’s experience and feeling to be satisfied and be loyal.
OBJECTIVES OF THE RESEARCH
The objective of this study is to examine the impact of online bus booking on
customer satisfaction by using God is Good Motors, Ajah Terminal Lagos State, as
a case study. However, the specific objectives are:
i) To study the effects of customer satisfaction on online bus booking
patronage
ii) To understand the factors that that contribute to customer satisfaction on
online bus booking
iii) To determine the effects of service quality on customer satisfaction on
online bus booking
SIGNIFICANCE OF THE STUDY
This study will be of great benefit to the transport industry as it will throw
more light on how to satisfy customers and also to improve on their service quality
in their online booking service to ensure a better patronage in their companies. It
will also add to the body of knowledge in the area of transport services.
SCOPE OF THE STUDY
This study investigates the impact of online bus booking on customer satisfaction
by using God is Good Motors, Ajah Terminal Lagos State, as a case study.
Therefore, the study will be limited to the staff and passengers of God is Good
Motors, Ajah Terminal Lagos State.
LIMITATIONS OF THE STUDY
Due to the time and resources constrains, the survey respond might have
respondent who are not really aware on customer satisfaction and the response will
be negative. Respondent also may ignore certain question. Financial constraints,
since the researcher spent funds on traveling and paying for stationery. However,
the researcher used personal savings.
STUDENTS UNDERTAKING
We hereby declare that we will carry oyt the project work carefully and
appropriately
Names Reg No
Signature Date
SUPERVISOR APPROVAL AND REMARK
_______________________ ___________________
Signature Date
Mr. Matthew ugochukwu
