The Rail Infrastructure and Passenger Experience in Johannesburg

Abstract

Rail services has a significant impact on the social and economic development of the South African nation. Efficiency in the rail services is heavily reliant on infrastructural condition but not limited to technological aspects which directly affects passenger experience. The key purpose of the research study was to investigate the rail infrastructure and passenger experience in Johannesburg. The three main objectives were to understand the impact of rail infrastructure and passenger experience, determine the contributing factors to the deterioration of rail infrastructure and determine the impact of poor rail infrastructure on customer experience.

This study makes a significant contribution to the body of knowledge since it sheds light on the management of rail infrastructure and passenger experience, as well as how these factors may be used to acquire an competitive edge. The quantitative research methodology was employed, with an online self-administered survey used to collect primary data and Qualtrics as the chosen data instrument. As for the data analysis, descriptive analysis was used.

Once research was concluded; the findings revealed that customer experience was statistically valid and reliable. It was discovered that there was a correlation between vandalism, poor maintenance, and inadequate investment. Last but not least, it was discovered that the reliability of rail infrastructure affects how customers perceive it. Therefore, the conclusion of the study is that smart technology could be utilized to tackle the deterioration and vandalism of rail infrastructure which would be advantageous to win passengers' trust and resurrect it as a preferred method of transportation. The organization under study needs to implement customer retention strategies that could address the problems daily commuters incur and retain existing commuters as well as draw in newcommuters.