The Impact of Service Quality on Customer Satisfaction: Evidence from Nigerian Railway Station (Rigasa), Kaduna State

Abstract

Quality of service operation is regarded as one of the most important factor in achieving customer satisfaction in any organization. Transport by Rail is considered one of the cheapest, secured, and safest means of transportation from one place to another. The main objective of the study is to assess the impact Service Quality Dimensions (Tangibles and Assurance) on Railways Passengers satisfaction in Rigasa Train station, Kaduna State. The study employed the use of survey research design was used. In this work, primary and secondary data were employed to acquire information for inference, The sample size was determined using Kregcie and Morgan Sample size table from the total population of (200) respondents, which was identified based on those that uses the Abja-Kaduna Train service.the result revealed that Tangibles measures have a considerable impact on passenger satisfaction, whereas Assurance has a Significant and positive impact on passenger satisfaction, according to the research. This indicates that passengers are content with the rail service. The study recommended that Nigeria Railway Corporation should encourage its marketing and research divisions to do frequent passenger service research from time to time in order to improve service delivery and to resist market dynamics affecting their wants, Provision of a good Modern Rail road network should be available to ensure that passengers arrive their Destination on time.