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The Performance Assessment of Zambia Railways Transport Service Quality

In: Sustainable Education and Development – Sustainable Industrialization and Innovation

Author

Listed:
  • E. Mwanaumo

    (University of Zambia
    University of South Africa)

  • C. Bwalya

    (University of South Africa)

  • W. D. Thwala

    (University of South Africa)

  • S. Chisumbe

    (University of South Africa
    Lusaka Apex Medical University)

Abstract

Purpose: This study examined the railway transport service quality using Zambia railways limited as a case study. Design/Methodology/Approach: The methodological approach adopted was quantitative with a case study strategy. A 138 respondents contributed to the study, these included Zambia railways limited (ZRL) employees and rail freight customers. Non-probabilistic sampling techniques namely purposive and snowball were used in arriving at the respondents. Findings: The study revealed that the revealed that there is low level of service quality at ZRL, more so, that the service which customers were more satisfied with was goods security management having scored a mean score of 3.04 on a scale of 5. This was followed by access to accurate information with the mean score of 2.65, as well as customer changing Transportation specifications with the mean score of 2.51. Furthermore, evaluating service quality impact on the organizational profitability by means of the RAILQUAL model factors and statistical evidence revealed that the service quality factor of Staff Service Skills and Knowledge at ZRL had significant effect on profitability indicated by the significance level of 0.000 with P

Suggested Citation

  • E. Mwanaumo & C. Bwalya & W. D. Thwala & S. Chisumbe, 2023. "The Performance Assessment of Zambia Railways Transport Service Quality," Springer Books, in: Clinton Aigbavboa & Joseph N. Mojekwu & Wellington Didibhuku Thwala & Lawrence Atepor & Emmanuel Adi (ed.), Sustainable Education and Development – Sustainable Industrialization and Innovation, pages 327-338, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-25998-2_25
    DOI: 10.1007/978-3-031-25998-2_25
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