Influence of E-Ticketing on Service Reliability in the Tanzania Railways Corporation’s Passengers Transportation

Abstract: The paper is based on a study that assessed the influence of e-ticketing on service reliability at Tanzania Railways Corporation (TRC). Three predicting variables guided the study as hypotheses tested towards service reliability as the dependent variable. The independent variables as the predictors include dependability, consistency, and trustworthiness. A descriptive design was employed during the study. Knowledge generation was facilitated by testing the relationship between the independent and dependent variables. Sampling involved systematic random procedures where TRC customers were selected at intervals of 3. Primary data were used to facilitate the knowledge generation process using structured questionnaires from 200 respondents among the customers who were beneficiaries of the TRC e-ticketing services. The results were analysed using inferential statistics using the Statistical Package for Social Sciences software version 23. At the same time, the presentation was done using frequency tables and explanations. Therefore, multiple regression analysis was used to facilitate the knowledge generation process. The results indicated that all three predicting variables tested towards the dependent variable, namely dependability, consistency, and trustworthiness, are positive, with significant evident outcomes (at p<0. 05) toward service reliability as the dependent variable. The results imply that e-ticketing measures positively influence service reliability in TRC. The study recommended that it is essential for the Corporation to invest strictly in addressing the challenges associated with e-ticketing services access and provisions for attaining service quality and well-being in initiatives to sustain good practices for customer satisfaction.

Keywords: E-Ticketing, Service Reliability, Dependability, Consistency, and Trustworthiness