The Performance Assessment of Zambia Railways Transport Service Quality

E. Mwanaumo (), C. Bwalya, W. D. Thwala () and S. Chisumbe
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E. Mwanaumo: University of Zambia
C. Bwalya: University of South Africa
W. D. Thwala: University of South Africa
S. Chisumbe: University of South Africa

A chapter in Sustainable Education and Development – Sustainable Industrialization and Innovation, 2023, pp 327-338 from Springer

Abstract: Abstract Purpose: This study examined the railway transport service quality using Zambia railways limited as a case study. Design/Methodology/Approach: The methodological approach adopted was quantitative with a case study strategy. A 138 respondents contributed to the study, these included Zambia railways limited (ZRL) employees and rail freight customers. Non-probabilistic sampling techniques namely purposive and snowball were used in arriving at the respondents. Findings: The study revealed that the revealed that there is low level of service quality at ZRL, more so, that the service which customers were more satisfied with was goods security management having scored a mean score of 3.04 on a scale of 5. This was followed by access to accurate information with the mean score of 2.65, as well as customer changing Transportation specifications with the mean score of 2.51. Furthermore, evaluating service quality impact on the organizational profitability by means of the RAILQUAL model factors and statistical evidence revealed that the service quality factor of Staff Service Skills and Knowledge at ZRL had significant effect on profitability indicated by the significance level of 0.000 with P

Keywords: Customer; Satisfaction; Service; Quality; Rail freight (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-25998-2_25

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DOI: 10.1007/978-3-031-25998-2_25

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