Abstract:
The study was carried out with the aim of identifying attributes that passengers
consider important in evaluation of services offered by rift valley railways
consortium. It was also to Asses the extent to which passengers are satisfied with
quality of services provided by rift valley railways consortium, and to determine
how well rift valley railways consortium has performed on various attributes of
service quality.
In order to achieve this, a questionnaire containing open and closed- ended
questions was used to collect primary data. The data was collected through
interviews by using the questionnaire as guide.
A sample of 40 passengers was selected. There was a response rate of 100%. The
analysis showed that attributes considered important by passengers in judging
quality of services in rift valley railways consortium were: courtesy and
friendliness of the staff, security of the premises, good driving expertise,
accessibility of the staff, and maintenance of trains and railway lines
