Users of the model in Dubai metro systems
The measured observations from the users of the model in Dubai metro systems were systematically arranged. The service performance was under the following criteria; tangible, reliability, responsiveness, assurance, and empathy. Under the SERVQUAL analysis, the indication shows that the overall negative service performance score was recorded as 0. 480 (average). Close examination of this score indicates that this service performance is corresponding to the overall low-quality service, which leads to low customer satisfaction. Furthermore, the gaps in service quality are seen in the four perspectives, which is a result of the service failure in the following service concerns; the reliability Q = 0.9381, the responsiveness Q = 0.941, the assurance Q = 0.938, and finally, the empathy which has Q = 0.941. It can be seen that the only service factor indicating positive performance is tangible, which is assigned the service factor of Q = 0941. It is the aspect that shows that there is a need for improvement of the models used in the Dubai metro system (Whee & Bontis, 2016). It can also be mentioned that the physical factor of Q = 0.941 indicates that high performance is experienced in the physical appearance service facility. It can be deduced that the service quality within the public transport of RTA is in a significant way affected by the attribute of the service, which in turn impacts its fitness of the purpose.”
Conclusion
The results of the statistical analysis of the measured observations from the users of the models from the Dubai metro service system has observed to yield the low service quality generally. The quality service is recorded as 0.48, which is an indication that a lot is needed to improve the service quality of models used in RTA. Further confirmatory evaluation indicates that the reliability n quality service is the most crucial factor when it comes to the impact perception of the customer concerning satisfaction and quality. If there is an error in the reliability of any model, then the conclusion is that its validation does not affect evaluating service satisfaction. It can be therefore concluded that the finding of this paper paves the way for the continuous improvement of the delivery service process.
Recommendation
It has been noticed that the model has some undesirable outcomes when it comes to reliability, responsiveness, the assurance, and empathy. These parameters are mostly used when it comes to assessing the customer satisfaction of any model used in the transport system. Since customer satisfaction is the main focus, the strategies of achieving it are supposed to be implemented. One of the suggested approaches to include in models used in RTA is the Quality Deployed Framework (QDF). It is a technique that will help the management to pull together resources and improve the reliability, responsiveness, and assurance service satisfaction of the customers. If the model loses the aspect of reliability and responsiveness, the chances of delivering poor satisfaction services are high. Furthermore, QDF is focused on understanding the needs of the customers, which is a crucial factor within any business (Bolar, Tesfamariam & Sadiq, 2017). It understands those needs and preferences that will help the company to adjust accordingly. What adjustments will help the various departments to improve all the parameters (reliability, responsiveness, empathy), which will be a technique of attracting more clients.