Evaluation of Tramway Transport Service Quality: An Analytical Study of Ouargla Tramway Using the SERVQUAL Model

Abstract

This research evaluates the quality of tramway transport service in Ouargla, Algeria, using the SERVQUAL model across six dimensions: tangibility, reliability, empathy, communication, assurance, and responsiveness. A descriptive analytical approach was adopted, with data collected from 208 tramway users via a five-point Likert scale questionnaire. Statistical analysis using SPSS and the One-Sample T-test revealed that all dimensions exceeded the theoretical average (\(M = 3\)), confirming good service quality, particularly in cleanliness, safety, and communication. Areas for improvement include response speed and communication clarity. Recommendations include enhancing customer awareness programs and implementing rapid response mechanisms. Limitations include a single-city sample, suggesting future studies expand to other regions and integrate qualitative methods.