| Abstract: | In the world in any organization or sector the main ultimate goal and objective is to gain profit but the
company before to think get profit first to check themselves how to the customer satisfied on product or
services. This is maybe due to the fact that managers sometimes do not really know of what actually
goes on in a customer’s mind. As such, this difficulty has provided as a challenging task to most
business companies that places strong weight on customer satisfaction. Addis Ababa, Ethiopia light rail
transit service and practicing the service to overcome problems of the transportation system in the city.
When implemented the light rail transit, it was expected to serve the residents with potential benefits and
criteria of reduced cost, safety, reliability, comfort, environmental friendliness, efficiency and
attractiveness for residents. However, unlike these expectations currently, the light rail transit service is
characterized by train waiting time, train passengers behaviors, crowdedness in the train and travel
information are significantly the most dissatisfied.
The general objective of this study is to determine the level satisfaction of the passengers on AALRT.
The survey method containing closed-ended and open-ended questionnaires were used to identify the
level satisfaction of the passengers on light rail transit services. The Questionnaires distributed to 396
passengers and 375 questionnaire returned and the survey questionnaire was distributed randomly that
used the train on selected 7 stations. The sample size was calculated using Taro Yamane formula based
on the number of passengers traveled per day on each selected seven station. Additionally simple
random sampling techniques from the selected stations of the East -West line of the rail using the list
randomly. The collected questionnaire survey data were analyzed using SPSS version 25.
The results showed that the train speed, transport price, station cleanness, sense of safety and inside
cleanness most passengers were satisfied .While the passengers dissatisfied with train waiting time,
train passengers behaviors, crowdedness in the train and travel information so AALRT may be improve
train waiting time, train passengers behaviors, crowdedness in the train and travel information. |
