Study On Evaluation Of Passengers Satisfaction For Algiers Subway

This article aims to improve the understanding of customer satisfaction factors with public transport(PT)and in our case the Metro of Algiers.The methodology provides a relevant contribution to previous studies as it highlights the complex interplay between the level and composition of passenger satisfaction in a transportation system.Today,customer satisfaction has become a strategic issue for all businesses.In order to satisfy the customer,the first important thing to do is to identify his expectations and needs.Satisfaction surveys are one of the most essential tools that can help accomplish this task.Not only do they measure the level of customer satisfaction with the products and services offered by the company,but they also identify their needs so that the company can better respond to them.To be effective,customer studies must meet a number of rules that are constantly growing.Thus,given the wide variety of issues that it takes into account,a satisfaction survey among the passengers of the Algiers subway is conducting to assess the level of satisfaction of the customers of the Metro Company.Algiers and then try to identify any gaps and deficiencies that can negatively affect the satisfaction of the latter and that can result in customers running away.In this direction,we carried out a satisfaction survey that will rely on a questionnaire presented to 500 passengers of the Metro of Algiers to find out their level of satisfaction with the service offered by this mode of transport.Subsequently,the data obtained in the questionnaires will be presented in tabular form,in the next step this data will be analysed in order to propose recommendations and conclusions with the aim of improving the quality of service and meeting the needs of the passengers.After the collection of data from this satisfaction survey,the cross-tabulation method was chosen for the analysis of the different quantitative and qualitative variables,to test the independence of the latter.Before starting the cross-tabulation,a coding of all the variables has been made to facilitate the task of data analysis.Going through the different steps of this method,we have developed the different tests via several tables such as the list of combines for each variable,Contingency table,Test of independence between the rows and the columns.Towards the end of the data analysis,all test results were simplified and summarized in a comprehensive,easy to understand form and discussed and explained later.As a preliminary result of the first statistical analyses,it became clear that the majority of the passengers questioned expressed a great satisfaction of the service offered by the Algiers metro.A conclusion with recommendations was made to provide solutions to improve the service quality,according to the results of our satisfaction survey.