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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Universidad Francisco de Paula Santander
2025
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| author | Kabela, Justine Yangailo, Tryson |
| author_browse | Kabela, Justine Yangailo, Tryson |
| author_facet | Kabela, Justine Yangailo, Tryson |
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| description | 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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| spelling | oai:revistas.ufps.edu.co:article-50672026-05-28T15:38:16Z Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis Evaluación de la calidad del servicio y la satisfacción del cliente en los trenes de pasajeros: un análisis SERVQUAL Kabela, Justine Yangailo, Tryson Calidad del servicio Satisfacción del cliente SERVQUAL servicios al pasajero Service Quality Customer Satisfaction SERVQUAL Passenger Services 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. Este estudio evaluó la calidad del servicio y la satisfacción de los clientes en los servicios de pasajeros de TAZARA, centrándose en los trenes interurbanos Mukuba y Kilimanjaro. Utilizando el modelo SERVQUAL, el estudio midió las expectativas y percepciones de los pasajeros en cinco dimensiones: tangibles, confiabilidad, capacidad de respuesta, garantía y empatía. Se analizó una muestra aleatoria de 273 encuestados (de 350 cuestionarios) utilizando el software Jamovi. Si bien la satisfacción general fue alta (91 %), se encontraron diferencias significativas, especialmente en fiabilidad (81,3 % de satisfacción, siendo la puntualidad el área más débil) y aspectos tangibles (89,9 %, con preocupaciones en materia de higiene). Los pasajeros de Kilimanjaro manifestaron una mayor satisfacción que los usuarios de Mukuba, y los pasajeros de segunda clase fueron los más satisfechos. Las principales quejas se referían a la mala gestión del tiempo (43,4 % de las respuestas) y al comportamiento del personal (11,2 %). El estudio recomienda dar prioridad a la mejora de la gestión del tiempo, la rehabilitación de las infraestructuras y la mejora de la formación del personal para subsanar las deficiencias del servicio. Universidad Francisco de Paula Santander 2025-12-10 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html text/xml https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067 10.22463/24221783.5067 Revista Científica Profundidad Construyendo Futuro; Vol. 24 No. 24 (2026): Enero-Junio; 110-129 Revista Científica Profundidad Construyendo Futuro; Vol. 24 Núm. 24 (2026): Enero-Junio; 110-129 2422-2518 eng spa https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067/6440 https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067/6793 https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067/6794 /*ref*/Gallais, B., Gagnon, C., Forgues, G., Côté, I., & Laberge, L. (2017). 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Delivering quality service-balancing customer perceptions and expectations. New York, NY: The Free Press. Derechos de autor 2025 Universidad Francisco de Paula Santander https://creativecommons.org/licenses/by-nc/4.0 |
| spellingShingle | Calidad del servicio Satisfacción del cliente SERVQUAL servicios al pasajero Service Quality Customer Satisfaction SERVQUAL Passenger Services Kabela, Justine Yangailo, Tryson Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis |
| title | Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis |
| title_alt | Evaluación de la calidad del servicio y la satisfacción del cliente en los trenes de pasajeros: un análisis SERVQUAL |
| title_full | Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis |
| title_fullStr | Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis |
| title_full_unstemmed | Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis |
| title_short | Evaluating Service Quality and Customer Satisfaction in Passenger Trains: A SERVQUAL Analysis |
| title_sort | evaluating service quality and customer satisfaction in passenger trains a servqual analysis |
| topic | Calidad del servicio Satisfacción del cliente SERVQUAL servicios al pasajero Service Quality Customer Satisfaction SERVQUAL Passenger Services |
| topic_facet | Calidad del servicio Satisfacción del cliente SERVQUAL servicios al pasajero Service Quality Customer Satisfaction SERVQUAL Passenger Services |
| url | https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067 |
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