Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis
This study analysed the service levels and satisfaction of customers (passengers) with the passenger services provided by TAZARA with reference to the interstate passenger trains (Mukuba and Kilimanjaro). To this end, the factors of assurance, tangibles, responsiveness, reliability, empathy and cust...
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| Main Authors: | , |
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| Format: | Online |
| Language: | English Spanish |
| Published: |
Universidad Francisco de Paula Santander
2025
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| Subjects: | |
| Online Access: | https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067 |
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| Summary: | This study analysed the service levels and satisfaction of customers (passengers) with the passenger services provided by TAZARA with reference to the interstate passenger trains (Mukuba and Kilimanjaro). To this end, the factors of assurance, tangibles, responsiveness, reliability, empathy and customer satisfaction were used to measure passengers' expectations and perceptions of TAZARA's service quality. Customers were selected randomly. The main objective of the study was to know the perception of customers towards the services provided by TAZARA and to implement a statistical model to know the factors influencing customer satisfaction. To this end, a sample of 273 was collected from 350 questionnaires distributed and the data was analysed using statistical tools with the Jamovi software. The study used the SERVQUAL instrument to assess the level of service quality. The study concludes that the majority of passengers are satisfied with the services provided by TAZARA. Based on the results of the analysis, the study recommends improving time management, rehabilitating the infrastructure and increasing the number of coaches, especially first and second class coaches. |
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