ASSESSMENT OF USER'S LEVEL SATISFACTION ONADDIS ABABA LIGHT RAILWAY PROJECT

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.