Improving Customer Satisfaction at Etihad Rail - Research Paper Example

The paper “Improving Customer Satisfaction at Etihad Rail” is an informative example of a marketing research paper. Train along with other varied corporations are registering outrageously low ranks of poor consumer satisfaction on fundamentals of high-priced services, poor consumer service, and unclean and overloaded coaches and toilets, which do not function. Etihad Rail created in 2009 aims at building, operating Railway infrastructure, and connecting seven emirates of the UAE. This project was expected to cater to around 16 million passengers and around 50 million tons of freight.

With this expectation, it was crucial for the company to look at the level of consumer satisfaction and the manner within which the level of customer satisfaction could be increased through service quality. This project was undertaken to establish the level of consumer satisfaction Etihad Rail and ways of improving it. The general objective of this study was to determine the level of customer satisfaction at Etihad Rail and find ways to increase the level of customer satisfaction. The study was also done to find out how knowledgeable employees are to the types of operations in the Railway, analyze the competitiveness of the prices in Etihad Rail as compared to other means of transportation, establish the time that customers take to get to their destination, and evaluate how employees relate with customers.

Literature was reviewed under the themes of customer satisfaction, the direct upshot of consumer satisfaction on patronage intents, the disconfirmation model, service quality, dimensions of service quality, the direct consequence of the quality of service on patronage intents, and consumer loyalty. The descriptive research design was utilized. The research was conducted at Etihad Rail as a transport company. The study utilized purposive, as well as convenience sampling methods. The data was collected through questionnaires.

The sample size was 30 Etihad Rail senior management staff. From the research findings, the researcher instituted that the senior management staff at Etihad Rail are very knowledgeable about Railway operations, and it provides a high level of consumer satisfaction from the staff customer relations and data collected from the study.