Effect of railway transport service quality on passengers’ satisfaction in central railway of Tanzania.

Bwahama, Anitha Audax (2022) Effect of railway transport service quality on passengers’ satisfaction in central railway of Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The general objective of this research is to determine the effect of railway service quality on Passenger’s satisfaction with Tanzania’s central railway transport services. More specifically, the study intended to analyze the relationship between reliability, responsiveness, assurance, empathy and tangibles and customer satisfaction. The survey study covered 200 passengers who responded the questionnaire. In this study, descriptive analysis is chosen because of its simplicity and clarity to draw inferences. Inferential statistics used Pearson correlation analysis to analyze the existing relationship between the two variables where customer satisfaction as the dependent variable and service quality dimensions as independent variables. Also, multiple regression analysis was used to study the effect of independent variables on dependent variables. The major finding from the study is that among other factors, perceived service quality is the influential factor in determining customer’s satisfaction in service industry. The study findings indicated that there was a positive and significant relationship between perceived service quality and customer’s satisfaction in railway transport services. The study recommended that railway transport services providers should make regular improvement of service quality dimensions in order to maintain the service quality in their operations. Keywords: reliability, responsiveness, assurance, empathy, tangibility and passenger’s satisfaction.

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