EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION
This study evaluates the operational performance and customer satisfaction of the Ethio-Djibouti Standard Gauge Railway (EDR) through insights from 160 employee surveys, revealing strengths in technical quality and adherence to health, safety, and environmental standards, yet highlighting critical c...
Saved in:
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Silesian University of Technology
2024-12-01
|
| Series: | Scientific Journal of Silesian University of Technology. Series Transport |
| Subjects: | |
| Online Access: | https://sjsutst.polsl.pl/archives/2024/vol125/033_SJSUTST125_2024_Dibiku.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1846118066262376448 |
|---|---|
| author | Mulugeta Girma DIBIKU |
| author_facet | Mulugeta Girma DIBIKU |
| author_sort | Mulugeta Girma DIBIKU |
| collection | DOAJ |
| description | This study evaluates the operational performance and customer satisfaction of the Ethio-Djibouti Standard Gauge Railway (EDR) through insights from 160 employee surveys, revealing strengths in technical quality and adherence to health, safety, and environmental standards, yet highlighting critical challenges such as suboptimal equipment utilization and customer service responsiveness that affect user satisfaction. Key performance indicators from regression analysis show that technical quality (Beta = 0.331), health and safety standards (Beta = 0.344), and asset management practices (Beta = 0.336) are strong predictors of customer satisfaction, with information technology (Beta = 0.241) also playing a crucial role in enhancing operational efficiency. To address these issues, the study recommends implementing advanced maintenance techniques, improving staff training for customer interaction, and upgrading technological infrastructure, while optimizing asset management practices to improve resource allocation. Overall, focusing on these areas is vital for EDR to enhance operational efficiency and customer satisfaction, thereby securing its competitive position in the transportation sector. |
| format | Article |
| id | doaj-art-5fc2a23ea9734301bcc2be13e6c1ca2a |
| institution | Kabale University |
| issn | 0209-3324 2450-1549 |
| language | English |
| publishDate | 2024-12-01 |
| publisher | Silesian University of Technology |
| record_format | Article |
| series | Scientific Journal of Silesian University of Technology. Series Transport |
| spelling | doaj-art-5fc2a23ea9734301bcc2be13e6c1ca2a2024-12-18T08:06:21ZengSilesian University of TechnologyScientific Journal of Silesian University of Technology. Series Transport0209-33242450-15492024-12-01125335010.20858/sjsutst.2024.125.3EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATIONMulugeta Girma DIBIKUThis study evaluates the operational performance and customer satisfaction of the Ethio-Djibouti Standard Gauge Railway (EDR) through insights from 160 employee surveys, revealing strengths in technical quality and adherence to health, safety, and environmental standards, yet highlighting critical challenges such as suboptimal equipment utilization and customer service responsiveness that affect user satisfaction. Key performance indicators from regression analysis show that technical quality (Beta = 0.331), health and safety standards (Beta = 0.344), and asset management practices (Beta = 0.336) are strong predictors of customer satisfaction, with information technology (Beta = 0.241) also playing a crucial role in enhancing operational efficiency. To address these issues, the study recommends implementing advanced maintenance techniques, improving staff training for customer interaction, and upgrading technological infrastructure, while optimizing asset management practices to improve resource allocation. Overall, focusing on these areas is vital for EDR to enhance operational efficiency and customer satisfaction, thereby securing its competitive position in the transportation sector.https://sjsutst.polsl.pl/archives/2024/vol125/033_SJSUTST125_2024_Dibiku.pdfasset liabilitycustomer satisfactioneconomyhealth safety and environmentinformationtechnologyorganization |
| spellingShingle | Mulugeta Girma DIBIKU EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION Scientific Journal of Silesian University of Technology. Series Transport asset liability customer satisfaction economy health safety and environment information technology organization |
| title | EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION |
| title_full | EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION |
| title_fullStr | EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION |
| title_full_unstemmed | EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION |
| title_short | EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION |
| title_sort | effects of train service operation quality on customer satisfaction in case of dire dawa station |
| topic | asset liability customer satisfaction economy health safety and environment information technology organization |
| url | https://sjsutst.polsl.pl/archives/2024/vol125/033_SJSUTST125_2024_Dibiku.pdf |
| work_keys_str_mv | AT mulugetagirmadibiku effectsoftrainserviceoperationqualityoncustomersatisfactionincaseofdiredawastation |