Document Details

Document Type : Thesis 
Document Title :
The impact of transportation service quality on customer satisfaction: evidence from the Haramain Express Train of KSA
أثر جودة خدمة النقل على رضا العملاء دراسة حالة: قطار الحرمين السريع في المملكة العربية السعودية
 
Subject : Faculty of Economics and Management 
Document Language : Arabic 
Abstract : The research aimed to know the effect of the quality of services provided by the Haramain Express Train Corporation on customer satisfaction in Saudi Arabia Kingdom during the period (2018-2020). The research problem was formulated in the following main question: What was the effect of the quality of services provided by the Haramain Express Train Corporation on customer satisfaction? The following questions are divided into: Is there a difference between customers ’evaluation of the quality of services at the Haramain Express Train Corporation? What is the quality of the services provided by the train establishment to customer satisfaction? The research is based on the following hypotheses: There is a statistically significant relationship between tangibility and customer satisfaction with the Haramain high-speed train. There is a statistically significant relationship between reliability and customer satisfaction with the Haramain high-speed train. There is a statistically significant relationship between employee response and customer satisfaction with the Haramain express train. There is a statistically significant relationship between safety and confidence for Kingdom Train and customer satisfaction. There is a statistically significant relationship between customer interest and care by Kingdom Train employees and customer satisfaction. The research used the descriptive analytical method and the SPSS Package. The research found a statistically significant relationship between tangibility and customer satisfaction in the Express Train Corporation in the Kingdom of Saudi Arabia. The research recommends the need to make an assessment of the customer’s satisfaction with the service during the trip via email or What Sapp and take into account suggestions, if any, to improve the quality of the service provided. 
Supervisor : Walid chatti Dr. 
Thesis Type : Master Thesis 
Publishing Year : 1442 AH
2021 AD 
Added Date : Friday, August 13, 2021 

Researchers

Researcher Name (Arabic)Researcher Name (English)Researcher TypeDr GradeEmail
منيره صبيح الصبيحAlsabih, Monerah SabihResearcherMaster 

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 47101.pdf pdf 

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