Effects of Automobiles' Maintenance Management on Passengers’ Services Delivery in Tanzania: Case of Selected Automobile Fleets in Ilala Municipality

Abstract: This study examined the effects of automobile maintenance management on the quality of passenger service delivery in Ilala Municipality, Dar es Salaam, Tanzania. It explicitly examined three types of public transport services: commuter services, intercity bus services, and tour services. The study was steered by the Resource-Based Theory, Institutional Theory, and Human Capital Theory, which together provided insights into how the resources, organizational practices, and employees competencies affect service delivery. A cross-sectional survey design was adopted, and data were gathered through structured questionnaires managed to 100 defendants, chosen using both simple random and purposive sampling techniques. The composed data were analyzed using SPSS version 30. Correlation and multiple linear regression analyses were used to evaluate relationships and effects amid the study variables. The results revealed that automobile maintenance management plays an important role in ensuring safety, efficiency, and customers’ satisfaction in passenger transport services. Thus, the well-managed vehicle maintenance proved to reduce service interruptions, minimize mechanical failures, enhance operational reliability, and improve the overall insight of service quality among passengers. The study concludes by stressing the importance of maintenance management in the sustainable delivery of commuter, intercity, and tour transport services in Tanzania.