The ‘matatus’, Kenya’s mini busses seating between 14 and 24 people that travels along Kenya’s capital Nairobi carry a third of the city’s residents to and from work each day. Recently as of October 2013 the company has decided to invest in a free wifi system for the passengers which would increase customer satisfaction. As average rides are around 45 minutes to two hours, many customers face boredom due to limited entertainment systems and long travel times. Consequently this would stimulate brand loyalty and allow matatus to compete against major competitors. Free wifi means that a GPS system will be available for customers so they can keep track of traffic information, travel times, and access the movement of buses. Not only would this increase customer flexibility but attract potential customers whom are currently enjoying a substitute transportation system of the matatus. Technology advancements within the current decade has had huge impact on the business world and is a major factor many firms need to consider. In the case of matatus, the company has used advancements in technology to strive to fulfill customers’ needs and wants.

http://www.bbc.co.uk/news/business-24426676