the Impact of transportation service quality on customer satisfaction according to french and european standard 13816: a field study of a sample of travelers from the national railway transport company sntf Annaba, Algeria

Abstract

In today's increasingly competitive environment, companies are striving to improve customer satisfaction by enhancing the quality of their services. This study examines the impact of transport service quality on customer satisfaction at the national rail transport company (SNTF) in Annaba. Focusing on a spectrum of indicators - ranging from service offering, accessibility and information provision to time efficiency, customer care, comfort, safety and environmental impact - we sought to quantify their influence on customer satisfaction. Using a quantitative approach, we circulated 277 questionnaires at random among SNTF Annaba train passengers, and analyzed the collected data using SPSS statistical software. The results confirm the existence of a positive correlation between transport service quality indicators and increased customer satisfaction. Significantly, there is a strong commitment to adhering to the AFNOR NF EN 13816 standard, with passengers showing a high level of satisfaction with the services provided. While confirming the company's sound approach to implementing a quality-focused policy, our analysis has identified areas for further improvement to enhance customer satisfaction. These findings underline the need for continued efforts to remedy existing shortcomings and enhance customer satisfaction.