Service Quality and Passengers’ Satisfaction in the Railway Transportation Service: A Case of Addis Ababa Light Rail Transit (AA-LRT)

Birhanu Bekele Kumsa

doi:10.7176/jmcr/74-01

Abstract

The main objective of this research is to evaluate the current status of service quality and passengers satisfaction of light rail transit service in Addis Ababa from the point of view of passengers' expectations of the service quality and perceptions of the service delivered by AA-LRT. To achieve this objective, descriptive research design were used to analyze the data collected through questionnaire survey from a sample of 384 passengers of the two routes. These respondents were selected using convenient--judgmental sampling method and stations were selected using simple random sampling methods. The data collected through the questionnaire were analyzed using statistical tools such as mean, standard deviation, gap analysis and spearman's correlation analysis with the help of SPSS v. 24 by applying modified SERVQUAL instrument for the railway service, RAILQUAL comparisons between passengers' expectations and perceptions of service were undertaken. The major finding of the study indicates, AA-LRT passengers’ perceptions of service quality delivered were lower than their expectations, the highest gaps were given by AA-LRT passengers towards the comfort, reliability, assurance and empathy attributes, whereas lowest gaps were given to tangibility and responsiveness and the overall passengers satisfaction levels towards the service delivered was slightly not satisfactory. The finding also reveals that positive and significant relationship between service quality dimensions and customer satisfaction. Based on the findings of the study, the researcher recommended that AA-LRT needs to improve quality of services in all dimensions so as to satisfy customer’s needs and should focus to top rated attributes with their gaps size; frequency and punctuality of train, availability of shelters and seats at stations, individual attentions to pregnant women, children, old and handicapped peoples, suffocation due to overload and more stand passengers in train, informing passengers whenever there are delays, safety and security of passengers both at stations and on the train and ticketing system. Keywords: Service quality, Service quality dimension, SERVQUAL, RAILQUAL, Customer Expectation, Customer Perception, Customer Satisfaction. DOI: 10.7176/JMCR/74-01 Publication date: December 31 st 2020

Highlights

Mobility is one of the most fundamental and important characteristics of economic activity as it satisfies the basic need of going from one location to the other, a need shared by passengers, freight and information
The purpose of this analysis section is to investigate and describe the stated specific objectives through analysis of primary data collected from the survey. It focuses on significantly responding the research questions. This will make possible to arrive at the objectives of the study through describing and interpreting the practical trend with regard to service quality and passengers satisfaction in Addis Ababa light rail transit
In order to assess the actual service quality and the customer satisfaction towards it, a gap score analysis is carried out based on the difference between the expectations and perceptions (P – E)

Summary

Introduction

Mobility is one of the most fundamental and important characteristics of economic activity as it satisfies the basic need of going from one location to the other, a need shared by passengers, freight and information. This will achieved only if there is quality service in relative with the expectation of customers. Due to the growing importance of quality in our life, customers desire to enjoy a relatively superior quality services have been increased. It is especially very critical in a highly growing environment such as that of the Ethiopian railway operating environment. Bar and Pie charts were to present the individual information, while cross tabulation was used to present the variables and sample characteristics. The consequent figures below present the characteristics of sample with the listed variables. 4.4.1 Gender Difference Figure 4.4.1Pie chart; Gender Distribution of Respondents

Objectives

Methods

Results

Conclusion