Assessing Service Quality Management at the Uganda Railways Corporation.
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Date
2023
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Abstract
This study examined service quality management at the Uganda Railways Corporation (URC) and established the challenges faced by customers in accessing the services. Despite Government efforts to revamp railway transport in Uganda, service quality at URC has remained low. URC customers continue to raise concerns of delays, missing cargo, dilapidated locomotives, and mismanagement.
The study adopted a cross-sectional and descriptive research designs involving qualitative and quantitative approaches. Purposive sampling technique was used to select respondents and primary data was collected using a questionnaire. Out of the 380 targeted participants, 379 customers responded. Data analysis consisted of central tendency (mean scores) and dispersion (standard deviation) statistics.
The study findings revealed that customers were satisfied with service reliability, responsiveness, and assurance at URC. Travel tickets are most of times issued in time and URC employees were willing to help by providing prompt feedback and responding to passengers’ requests. However, the train movement schedule is unreliable and passengers have to wait for longer hours. Customers were dissatisfied with empathy towards customers, cleanliness of the locomotives, seats and other facilities such as toilets. The challenges faced by customers in accessing services included; delays and longer waiting hours at the station, limited payment and ticketing options for tickets, poor customer service, and uncomfortable waiting area and unclean seats and locomotives; The study recommends that URC trains its staff in customer service, enhances use of technology such as mobile money to enable quicker ticketing and payment processes and sharing of information with customers, adhering to train schedules, and enhancing capacity to cover most areas in Kampala.
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A Dissertation Submitted to Makerere University Business School (Faculty of Graduate Studies and Research) in Partial Fulfilment of the Requirements for the Award of Degree of Master of Business Administration of Makerere University. (PLAN B).
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Patricia, K (2023) Assessing Service Quality Management at the Uganda Railways Corporation. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda.