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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Bibliographic Details

Main Authors:	Kabela, Justine, Yangailo, Tryson
Format:	Online
Language:	English Spanish
Published:	Universidad Francisco de Paula Santander 2025
Subjects:	Calidad del servicio Satisfacción del cliente SERVQUAL servicios al pasajero Service Quality Customer Satisfaction Passenger Services
Online Access:	https://revistas.ufps.edu.co/index.php/profundidad/article/view/5067
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