The Measure of Quality for Customers on the U.K rail system

By

ACKNOWLEDGEMENT

I would like to thank my supervisors, friends and family, without their support this research study would not have been possible.

DECLARATION

I adjudge that the entire content of this dissertation is entirely my own work; the content used in this dissertation has not been submitted before in any educational institution and represents my own opinion.

Signed __________________ Date _________________

ABSTRACT

This project aims to critically analyze and draw a conclusion from the operations of Train Operations Companies by the means of a Research into their Operations; as specified in their Conditions of Carriage, in the Franchise Agreement with Network Rail and the Department of Transport, their operations in terms of Health and Safety laws for example the minimum number of staffs available to open and run a station, evacuate the station of the trains in the event of an emergency, the use of grits in the event of bad weather, safety announcement in wet and slippery conditions and also ticket pricing in respect to mile per journey. The customers are satisfied with the facilities available to them at the railway station inside the trains. The customers feel comfortable travelling by UK trains and they do not bother about many things. According to the customers, the proper information is provided to them the charges of the fares are not very much. On special days, instead of increasing the prices, UK railway system provide different discount packages to their customers so that they more and more travel and enjoy their special day with their friends and families. Majority of the customers said that they do not have to face any train delays, if so then, the railway management will inform them but this unfortunate thing happens rarely. This shows that UK railway industry are taking care of their customers' precious time and they care about them so that is the reason customers are over all satisfied with the quality services of the UK railway system. Majority of the customers said that for their comfort and feasibility they see the schedule of the trains online as well as they can book their tickets online as well as round the clock via just one call. Thus, it can be concluded that the U.K rail system is effectively measuring quality of its customers and best satisfying them by providing them best quality services.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background of the study1

Research Aims and Objectives2

Rationale of the study3

Research questions4

Dissertation layout5

CHAPTER 2: LITERATURE REVIEW6

UK transport system6

Transportation infrastructure and Its Effects on Accessibility and Mobility7

TQM8

The Concept of Customer Satisfaction11

The Relationship between Service Quality and Customer Satisfaction12

CHAPTER 3: METHODOLOGY14

Research design14

Research Approach14

Instrument16

Data collection16

Data sources17

Reliability17

Validity18

Ethical consideration19

CHAPTER 4: ANALYSIS AND DISCUSSION20

Questionnaire analysis20

Focus Group29

Discussion31

Statistical analysis31

Rail Systems and Transit Oriented Development32

Customer satisfaction measured by UK railway system34

Quality of services and customer satisfaction35

CHAPTER 5: CONCLUSION AND RECOMMENDATIONS38

Introduction38

Summary of the research results38

Recommendations for Future Research40

REFERENCES42

APPENDIX45

CHAPTER 1: INTRODUCTION

Background of the study

Customer Satisfaction can also be viewed as transactional or cumulative. Rail travel is lucrative; some metropolitan cities are charging congestion ...