THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION. A CASE OF THE TANZANIA RAILWAY CORPORATION STANDARD GAUGE RAILWAY

Abstract

ABSTRACT This study investigated the effect of the service quality dimension’s reliability, tangibility, empathy, responsiveness, and assurance on customer satisfaction with the Tanzania Railway Corporation’s (TRC) Standard Gauge Railway (SGR) services. Given the rising demand for reliable and high-quality public transportation, the research aimed to evaluate the contribution of each dimension to overall customer satisfaction. A quantitative research design was employed, utilizing structured questionnaires to collect data from TRC customers. The analysis involved descriptive statistics and multiple regression techniques to assess the relationship between service quality dimensions and customer satisfaction. Using a Likert scale, the study captured respondents’ perceptions of each dimension, enabling a detailed examination of customer experiences and satisfaction levels. The findings reveal that all five service quality dimensions significantly influence customer satisfaction, though their impact varies. Reliability emerged as a pivotal factor, underscoring the need for consistent and dependable service delivery. Tangibility also proved important, with clean and well-maintained facilities positively shaping customer perceptions. Empathy, reflected in attentive and understanding interactions with staff, enhanced the overall customer experience. Responsiveness, defined as the prompt handling of customer inquiries and complaints, was essential for maintaining satisfaction. Lastly, assurance, driven by skilled and courteous staff, fostered trust and confidence among passengers, further reinforcing satisfaction levels. In conclusion, the study highlights the importance of an integrated approach to service quality for enhancing customer satisfaction with TRC’s SGR services. Each dimension uniquely shapes the customer experience, emphasizing the need for TRC to address all areas of service quality comprehensively. The study recommends that TRC focus on maintaining consistent service schedules, improving the physical environment of its facilities, and implementing targeted customer service training to foster empathy. Enhancing responsiveness through adopting technology and reinforcing assurance by upholding high safety and service standards are also crucial. These measures will enable TRC to meet and exceed customer expectations, fostering trust, satisfaction, and long-term loyalty.