- Title
- Strategic service quality challenges within Metrorail in the Western Cape
- Creator
- Skosana, Nkosinathi Thembinkosi
- Subject
- Consumer satisfaction -- South Africa -- Western Cape
- Subject
- Customer relations -- Management Railroads -- Economic aspects -- South Africa
- Date Issued
- 2019
- Date
- 2019
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/43368
- Identifier
- vital:36862
- Description
- Service quality has become a major area of attention for organisations as there is proven research that highlights a strong link between business performance, customer loyalty, profitability and customer satisfaction. Therefore, understanding factors that influences the organisations service quality becomes vital for managements (Fukey & Issac, 2014). According to (Kotler, 1991), the main objective of any transport organisation is to achieve passenger satisfaction and loyalty, as well as a superior quality service which is envisioned to keep the service provider at a competitive position in the field of passenger transportation. The primary research problem in this study is to understand perceived service quality challenges within Metrorail Western Cape. The study employs a modified SERVPERF models in developing a model suitable for testing the perception of commuter in public rail transport. In order to assess this, the study adopts a Positivistic view with the aim to produce quantifiable data, through the use of large samples and the testing of hypotheses. The study is quantitative in principle. Quantitative study supports the use of surveys as a means of data collection and because the data is quantitative, this allows the use of rigorous statistical analyses in order come to a conclusion or finding. The results of this are of a descriptive nature and can easily be used to infer to a larger population. A total of 400 questionnaires were distributed electronically using the Questionpro links and manually distributed at stations. From the distributed total, a total of 257 responses were received and analysed using software package STATISTICA with the assistance of a qualified statistician. The key findings indicate that according to the perception of commuters, Metrorail service quality is below the expected levels. The major arears of importance for commuters in Western Cape are safety, communications and reliability of the service.
- Format
- x, 145 leaves
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela University
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Skosana NT, 211303151 Final Document.pdf | 1 MB | Adobe Acrobat PDF | View Details Download |