The effect of privatisation of British railways on the satisfaction levels of passengers: a case study of London overground

Ebute, Eche Victor (2020) The effect of privatisation of British railways on the satisfaction levels of passengers: a case study of London overground. Doctoral thesis, University of Wales Trinity Saint David.

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Abstract

Rail privatisation is a contentious issue in the UK due to the political implications associated with rail privatisation. Findings from the literature suggests that it can have positive and negative effects on passengers’ experiences and satisfaction. This study assessed the impact of rail privatisation of London Overground on passengers’ satisfaction in the rail service by collecting and analysing primary data from 150 passengers and 50 staff of London Overground. Data was collected and analysed to test the research framework and research hypotheses developed in the study. Analysis using SPSS involved the utilisation of correlation and multinomial logistic regression analyses. The results of the regression analysis revealed that the perceived effectiveness of rail privatisation has a strong association with customer satisfaction after rail privatisation. The results indicate that customers who have a positive outlook towards rail privatisation were 33.1% more likely to be satisfied with London Overground after rail privatisation than customers who have a negative outlook towards rail privatisation. This association is statistically significant at .000 levels. The implication of this result points to the importance of perceived effectiveness of rail privatisation in determining the level of passengers’ satisfaction in the service and therefore places high value on the outcomes of rail privatisation among passengers in order to enhance their satisfaction. The results of the study are based on the assessment of the effect of perceived effectiveness of rail privatisation and hence cannot be objectively considered as an evaluation of the results of rail privatisation in London Overground. Despite this, the results of the study indicate that the perceived effectiveness of rail privatisation holds a key role in defining passenger satisfaction among the customers of London Overground.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Privatisation, Customer satisfaction. Railways London
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Theses and Dissertations > Doctoral Theses
Depositing User: Eche Victor Ebute
Date Deposited: 07 Dec 2020 11:52
Last Modified: 17 Dec 2020 10:35
URI: https://repository.uwtsd.ac.uk/id/eprint/1525

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