Determinants of Customer Satisfaction: In the Case of Addis Ababa Light Train
| dc.contributor.advisor | Getie Andualem (PhD) | |
| dc.contributor.author | Berhanu Molla | |
| dc.date.accessioned | 2024-03-22T11:45:14Z | |
| dc.date.available | 2024-03-22T11:45:14Z | |
| dc.date.issued | 2022-06 | |
| dc.description.abstract | Customer satisfaction is a measurement which determines how happy the customers are with a company’s products and services. Determinants of customer are used to measure customers’ satisfactions. The primary goal of this research is to look into the determinant factors which affect the passengers’ satisfaction of Addis Ababa light train transit. The study employed both qualitative and qualitative research approaches. In qualitative research approach semi structured interview was used. Where as in case of quantitative research approach descriptive and inferential analysis was used in order to understand the overall satisfaction of the passengers and to identify determinant factors which have significant effect on passengers’ satisfactions. Pearson correlation analysis and multiple regression models were employed to investigate the relationship between service quality measures and passengers' satisfaction. The findings obtained from all analyses revealed that the passengers are dissatisfied with the service of Addis Ababa light train Transit Corporation. Based on the results of the multiple regression model, service tangibility, service reliability, service assurance, service comfort and service frequency are found to have significant effect on passengers’ satisfaction. Key Words: Passengers’ satisfaction, service quality dimensions, qualitative analysis, multiple regression model, light train transit, Addis Ababa | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/2578 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | Determinants of Customer Satisfaction: In the Case of Addis Ababa Light Train | |
| dc.type | Thesis |