Factors influencing customer satisfaction with railway transportation in Tanzania

The study aimed at investigating the factors that influence customer satisfaction with the railway transportation in Tanzania. The study intended, first to identify factors that influence customer satisfaction before departure, during traveling and after traveling by train; second, to investigate the impact of the influencing factors to the customer satisfaction; and third, to formulate the policy implication for railway transportation on customer satisfaction. Primary data was collected through a structured questionnaire. 200 copies of the questionnaire were distributed to TAZARA and TRL customers. All the copies were filled up and returned to the researcher. The data was analyzed by Chi - square and descriptive methods. The study categorized factors that influence customer satisfaction at TRL and TAZARA railway lines into three major categories, that is, before departure, during travelling, and after traveling. From those three categories of factors, 19 factors influencing customer satisfaction with railway transportation in Tanzania were identified. A large percentage of responses revealed dissatisfaction with railway services. Out of the 19 factors influencing customer satisfaction, only five factors satisfied customers.