The Effects of Service Quality on Customer Satisfaction. A Case of Tanzania Railways Corporation (TRC) in Tanzania.

Stanley, Grace (2021) The Effects of Service Quality on Customer Satisfaction. A Case of Tanzania Railways Corporation (TRC) in Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The study sought to examine the effects of service quality to customer satisfaction for Tanzania Railways Corporation (TRC) Ltdin Tanzania. The study specifically sought to determine the effect of customer trust, service quality, and product price and finally brand image on customer satisfaction to travelers and transporters using TRC. Fishers’ formula was used to obtain the number of the respondents (255). Sampling techniques used was simple random sampling. Datawas collected from correctly filled questionnaires and was coded, tabulated and analyzed using SPSS version 22 using descriptive statistics inferential statistics. The study results indicated that service qualitywas a statistically significant predictor of customer satisfaction. It was concluded that the company offered easy accessibility of its services, company offered good customer service that the company had reliable services and acted promptly to any queries. The study led to conclusion that the company had effective ways to help its customers know its pricing policies of services. The study recommends that transporters need to pay extra attention to service quality and offer customer-oriented services to increase customer satisfaction, in turn influencing customer loyalty. Keywords:Customer trust, service quality, product price, brand image

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