The International Journal of Multi-Disciplinary Research ISSN: 3471-7102, ISBN: 978-9982-70-318-5 An Assessment of Service Quality and Customer Satisfaction levels in Railway Industries: A Case Study of Tanzania Zambia Railway Authority (Tazara) Passenger Train in Zambia. (Paper ID:CFP/1421/2019) Author: Chrispine Chola Mulenga Advisor: Saviour Lusaya
[email protected] or
[email protected] [email protected] School of and Business/Humanities School of and Business/Humanities Information and Communications University Information and Communications University Lusaka, Zambia. Lusaka, Zambia. Abstract Rail transport plays a critical role in the development of any country. With its inherent advantage of being bulk carrier, safer and cheaper, rail transport is an important component in intermodal transportation. It is also more environmentally friendly, has less congestion and has a better fuel efficiency than other modes of transport. A poorly utilised railway adversely affects transport system and leads to decreased contribution to the country’s economy. Customer satisfaction and retention is one of the key determinants to measure the quality of products or services in the railway industry. Due to the growing importance of quality in our life, customers desire to enjoy a relatively better quality of products and services. Therefore, the rapid population growth in Zambia has contributed to an increase of people travelling demands. In Zambia, Passenger trains are the cheapest and comfortable mode of travelling especially for long distances. Hence, in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to steal these customers. Service quality has been viewed as a determinant of customer satisfaction.