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

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 inter...

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Main Authors: Lwesya Francis, Jaffu Richard
Format: Article
Language:English
Published: Faculty of Business and Entrepreneurship, Belgrade 2017-01-01
Series:International Review
Subjects:
Online Access:https://scindeks-clanci.ceon.rs/data/pdf/2217-9739/2017/2217-97391704102L.pdf
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spelling doaj-d89ac3eb073747baa4fef2c6a193083e2021-03-23T14:40:31ZengFaculty of Business and Entrepreneurship, BelgradeInternational Review2217-97392560-33532017-01-0120173-410211710.5937/intrev1704102L2217-97391704102LCustomer service quality management in public transport: The case of rail transport in TanzaniaLwesya Francis0Jaffu Richard1University of Dodoma, School of Business Studies and Economics, Department of Business Administration, TanzaniaUniversity of Dodoma, School of Business Studies and Economics, Department of Business Administration, TanzaniaThe 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.https://scindeks-clanci.ceon.rs/data/pdf/2217-9739/2017/2217-97391704102L.pdfcustomer service quality managementquality serviceservqualquality gap
collection DOAJ
language English
format Article
sources DOAJ
author Lwesya Francis
Jaffu Richard
spellingShingle Lwesya Francis
Jaffu Richard
Customer service quality management in public transport: The case of rail transport in Tanzania
International Review
customer service quality management
quality service
servqual
quality gap
author_facet Lwesya Francis
Jaffu Richard
author_sort Lwesya Francis
title Customer service quality management in public transport: The case of rail transport in Tanzania
title_short Customer service quality management in public transport: The case of rail transport in Tanzania
title_full Customer service quality management in public transport: The case of rail transport in Tanzania
title_fullStr Customer service quality management in public transport: The case of rail transport in Tanzania
title_full_unstemmed Customer service quality management in public transport: The case of rail transport in Tanzania
title_sort customer service quality management in public transport: the case of rail transport in tanzania
publisher Faculty of Business and Entrepreneurship, Belgrade
series International Review
issn 2217-9739
2560-3353
publishDate 2017-01-01
description 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.
topic customer service quality management
quality service
servqual
quality gap
url https://scindeks-clanci.ceon.rs/data/pdf/2217-9739/2017/2217-97391704102L.pdf
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