Factors Affecting Service Quality at Kigamboni Ferry Terminal A Case Study of Dares Salaam Region

Abstract

This paper utilizes data from a study that investigated the assessment of Ferry Terminal service quality on customer satisfaction in Tanzania a case of Kigamboni Ferry Terminal Dar es salaam. The paper employed a descriptive research design to show which factors largely affect the quality of service at Kigamboni Ferry terminal and to propose some solutions that may alleviate the problems affecting service quality at Kigamboni Ferry in the Dar es Salaam region. In the first phase, data were collected from a sample of 81 respondents using purposive and simple random sampling. Data were collected through interviews, observations, documentary review, and questionnaires. The findings of the study revealed that there were many problems at Kigamboni Ferry terminal which significantly affected the quality of services. These factors were largely contributed by Kigamboni Ferry management, and some were contributed by the government itself. The paper ends by providing recommendations that must be taken into consideration by both Kigamboni Ferry management and the Government in order to reduce the problems faced by the ferry passengers during consumption of services provided at Kigamboni Ferry Terminal.

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