Effects of Using Internet of Things (I.o.T) Systems in Transportation on Customer Service Delivery

The growing of Internet of Things (IoT) introduces new ways of delivering transportation services. By moving product from locations wherever they are demanded to its suppliers and customers. The transportation corporations use IoT hardware devices and software package applications to deliver services to customers, and these devices are equipped with sensors, which create an interaction between the application layers and service layer of the vehicle. The cards must be sensed by the sensors which are embedded within the electronic devices called POS machine and transferred to service layer through a proper communication, and card’s information are processed for payment. The main problem during this study was the lack of real time information from facts on the financial management of the daily transportations on the side of transport companies and easy of services delivery on the side of customers. The main objective of this study was to discuss the effects that IoT might have on transport in Kigali City, mentioning its implications, challenges and technical solutions. The specific objectives were: to study technologies currently used for transport in Kigali City, to investigate the challenges faced by transportation for customer service delivery in Kigali City, to conduct the analysis of Internet of Things skills, and finally to evaluate the effects of IoT technology for transport in Kigali City. Data were collected and analyzed using Machine Learning (ML) Models. The results indicated that 62.57% of respondents were male, 76.1% of respondents had bachelor level of education, 27.49% of respondents were KBS drivers, and 21.64% of respondents have between 6-10 of years of experience. The first objective of this study was to study technologies currently used for transport in Kigali City: the findings have shown that the system that was being used was made up with devices with application layer, sensing layer, communication layer, service layer, and infrastructure layer. The second objective of this study was to investigate the challenges faced by transportation for customer service delivery in Kigali City: the findings have shown the information to challenges of using IoT in transport. The third objective of this study was to conduct the skills: the findings have revealed 168 out of 171 respondents confirmed that may enhance financial security. The fourth objective of this study was to evaluate the effects of IoT technology for transport in Kigali City: the findings have summarized 162 out of 171 respondents said that having full information from a transport company may improve the quality of transport. Lastly, results have shown to which extent the information was given to the passengers employing this technology in transport at KBS transport company. Results summarized the information to passengers on the using IoT in transport. They also summarized the challenges in using IoT in transport, and has shown the effects of information in using IoT in transport