Then the results will be used in reviewing and producing improvements of the service. As much as possible, the monitoring and the survey should be done on a regular basis to make sure that all the needs and expectations are answered on time. The most important aspect is to make customers feel that they are valuable and their interests are important to the carrier.
Motor vehicle carrier is extremely important in every place for this is the most accessible in all modes of transportation. This is the most dominant means of transportation in the U.S. because it has potential access in transporting goods at any point of destination over short and longer places without restrictions (“Transportation,” n.d.). Currently, the U.S. has 765 motor vehicles that include line haul vehicles for longer destinations and city straight trucks for short distances. The carrier had accounted for an increase in carrier sales of about 5% and a revenue growth of 30% (O’Reilly, 2008). The most dominant among all these vehicles are the passenger vehicles that reported a 97 sales percentage in the U.S. market particularly in local areas. The industry had encountered several changes carried by deregulation and liberalization in the economy with few exceptions that motor carriers under the Surface Transportation Assistance Act of 1982 (STAA) will have their freedom to do business at their own perspectives as long as the rates are also rightful to the passengers (U.S. Congress, Office of Technology Assessment, 1988, p. 55). This freedom is governed by STTA and the carriers are still obliged to follow the terms and conditions specified as to the truck routes and vehicle specifications.
Customer’s expectation is one of the important features of motor vehicle carriers because this is a prerequisite of being superior (Coyle, Novack, Gibson, & Bardi, 2010, p. 169). “The customer’s service expectation acts ...
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