Analyze Factors Influencing Passengers' Satisfaction in Addis Ababa City Light Rail Transit Service
Analyze Factors Influencing Passengers' Satisfaction in Addis Ababa City Light Rail Transit Service

Summary/Abstract: The main purpose of this study was to analyze factors influencing passengers’ satisfaction in Addis Ababa City Light Rail Transit Service. The researcher has taken 364 passengers’ for survey questionnaire and 20 informants for semi-structured interview questions. The data collected by survey method were analyzed using SPSS version 20. The results of Pearson’s correlation analysis of the study indicated that there was a significant positive correlation of all independent variables; safety and security, reliability, comfort, ticket payment system, affordability, staff behavior, accessibility and availability with passengers’ satisfaction. The multiple regression analysis of the study depicted that, all the independent variables contributed only 56.8% of variances on passengers’ satisfaction and the remaining 43.2% explained by other variables, which were not included in the model. Based on the findings of this research, the Light Rail Transit Service management should sustain and continue the better provisions of the light rail transit services primarily to satisfy passengers and secondly to attain organizational goals.

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