The Influence of service quality on customer satisfaction-a case of the Kenyan Standard Gauge Railway
| dc.contributor.author | Omar, Mwinyi Khatib | |
| dc.date.accessioned | 2023-06-19T09:49:17Z | |
| dc.date.available | 2023-06-19T09:49:17Z | |
| dc.date.issued | 2019 | |
| dc.description | A research dissertation submitted to partial fulfillment of the requirements for the award of a degree in Master of Commerce at Strathmore University | |
| dc.description.abstract | The key to sustainable competitive advantage in the public transport industry amidst today's world of dynamic changes in the business environment and intense competition depends on delivering high-quality services, which will in turn yield customer satisfaction, customer retention, and business sustainability. Service quality has become a major area of interest in the service industry as customers' needs evolve and become almost insatiable. Service quality is a function of customer satisfaction and a critical issue in the competitive market to determine the sustainability of an organization. A firm’s interest to measure and meet customers' requirements is key to influencing brand loyalty in tum generating more business for the company. The purpose of this study was to assess the influence of service quality on customer satisfaction by looking at the case of the Standard Gauge Railway in Kenya. The study examined which dimensions had a positive influence on service quality and which dimensions had the most and least impact on service quality as perceived by train passengers. To achieve this purpose, data were collected from 395 passengers using the services of the train using a structured questionnaire. The service Quality (SERQUAL) model was adopted as a measure of service quality. The findings revealed that all the service quality dimensions (IVs) were found to be positively correlated to customer satisfaction (DV). The Spearman correlation analysis showed a moderate relationship between service quality and - customer satisfaction. The most valued service quality dimension was reliability with responsiveness considered as the least important. The study was only limited to the passenger stream of the standard gauge railway and could also be replicated on the cargo side as well to determine the level of satisfaction. | |
| dc.identifier.uri | http://hdl.handle.net/11071/13315 | |
| dc.language.iso | en | |
| dc.publisher | Strathmore University | |
| dc.title | The Influence of service quality on customer satisfaction-a case of the Kenyan Standard Gauge Railway | |
| dc.type | Thesis |