Service Quality and Customers’ Satisfaction in Addis Ababa Light Rail Transit: Context, Relationships and Effect

Belayneh Bogale Zewdie


The issue of urban mass transportation is becoming the center of cites sustainable development and revitalization strategies. Hence, conducting a scientific inquiry into customers’ satisfaction and service quality in urban light rail transport is vital to make policies and intervention measures instrumental and valid. Thus, the aim of this study is to assess service quality and customer satisfaction in urban transport service delivery with particular reference to Addis Ababa Light Rail Transit. To this end, dimensions as adopted in modified SERVPERF model have been utilized as measurement constructs and a quantitative approach has been employed. The study is a descriptive and explanatory type involving the analysis of data collected through questionnaire from passengers of the light Rail Transit. In order to analyze background information of respondents and their perception on service quality descriptive statistics is applied. Besides, the study has utilized correlation and regression analysis. The finding of the study shows that the customers are moderately satisfied with assurance and responsiveness while they are dissatisfied on affordability, tangibility, reliability and empathy. The correlation analysis of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy, and affordability) shows, they all are positively correlated to overall service quality. Besides, all service quality dimensions have a significant effect on customer satisfaction implying that the higher the quality of service, the higher is the level of customers’ satisfaction. In conclusion, it is clear that Addis Ababa light rail transit can improve customers’ satisfaction by working on quality.

Keywords: services, quality, customer satisfaction, light rail and SERVPREF

DOI: 10.7176/EJBM/13-5-02

Publication date:March 31st 2021

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