ASSESSING FACTORS AFFECTING USERS’ SATISFACTION: A CASE STUDY ON ADDIS ABABA LIGHT RAIL TRANSPORT SERVICE

Abstract

The main aim of this study was to assess factors affecting users’ satisfaction in AALRT .The designed objectives of the assessment were attained using both quantitative and qualitative approaches. The researcher has taken 398 passengers’ for survey questionnaire and the sample size was calculated using Taro Yamane formula based on the number of passengers traveled per day on each station of the rail. Additionally, three informants were selected for semi- structured interview questions through simple random sampling techniques from the 3 selected stations of the East -West line of the rail using the list randomly. The survey questionnaire was distributed randomly inside and outside the train to passengers aged 20 and above years old and travelers of a minimum of 10 stations. This study considered eight factors and 39 variables to analyze the user satisfaction. The collected questionnaire survey data were analyzed using SPSS version 23. The results of Pearson correlation analysis of the study indicated that there was a significant positive correlation of all independent variables; tangibility, reliability, responsiveness, assurance, empathy, comfort, service delivery and social responsibility with passengers’ satisfaction. The overall reliability Cronbachs’ alpha value of the study was 96%, which indicates that there was an excellent internal consistency in the scale. The findings of the study proved that Social responsibility and Comfort variables had greater significant positive effect (grater Beta coefficient) on users’ satisfaction at 5% significance level followed by Assurance, Empathy, Responsiveness, and reliability. The findings suggested that the service of AALRT need to improve all the dimensions of service quality .The light rail transit service management should sustain and continue the better provisions of the light rail transit services primarily to satisfy passengers and secondly to attain organizational goals.