EFFECTS OF TRAIN SERVICE OPERATION QUALITY ON CUSTOMER SATISFACTION IN CASE OF DIRE DAWA STATION

Abstract

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.

Keywords

• asset liability
• customer satisfaction
• economy
• health safety and environment
• information
• technology
• organization