Customer service quality management in public transport: The case of rail transport in Tanzania

• Main Authors: Lwesya Francis, Jaffu Richard
• Format: Article
• Language: English
• Published: Faculty of Business and Entrepreneurship, Belgrade 2017-01-01
• Series: International Review
• Subjects: customer service quality management; quality service; servqual; quality gap
• Online Access: https://scindeks-clanci.ceon.rs/data/pdf/2217-9739/2017/2217-97391704102L.pdf
• ISSN: 2217-9739; 2560-3353

The main objective of the study was to assess customer service quality management by taking into account the factors affecting the service quality in rail transport sector. To achieve the study objectives, we use descriptive statistics and regression analysis. We adopted a dual pronged view of internal customers (employees) and external customers (clients) by focusing on the skills and qualifications of customer contact personnel in service encounters, incentives, staff training, working tools and other operational facilities. For the case of external customers, quality service dimensions as synthesized in SERVQUAL model were used. The results show that customers' expectations of service quality are accurately predicted by service providers along each of the service quality dimensions except the reliability dimension. This shows that there is a gap between service delivered and external communication of rail transport services and this difference is related to the performance of the promised service accurately and dependably. This gap seemed to be attributed to by the shortage of working tools, aging equipments and other operational facilities on the part of customer contact personnel thereby distracting clients in assessing rail transport services and thus creating the difference on what is expected by clients and what is really provided by service providers. Thus, the study recommends incorporating total quality management in the delivery of rail transport services. Working tools and other operational facilities should be provided to employees in order to enhance performance and job satisfaction. Employees particularly the customer contact personnel should be regularly trained to keep them abreast with current trends in clients handling techniques consistent to meeting their requirements and wants. Drawing lessons from other competitors like what is happening in road transport or air transport will help setting quality standards.