INFORMATION, COMMUNICATION AND TECHNOLOGY SYSTEMS AND THE PERFORMANCE OF PASSENGER SERVICE IN KENYA RAILWAYS CORPORATION
Keywords:
Information, Communication, And Technology Systems, Trains Controls, SGR Passenger Information, Performance of Passenger ServiceAbstract
The Kenya Railways Corporation plays a crucial role in the country’s transportation infrastructure, serving as a vital link for both passengers and freight. However, the passenger service in Kenya Railways Corporation (KRC) faces several challenges that hinder its optimal performance. The general objective is to establish the influence of information, communication, and technology systems on the performance of passenger service in Kenya Railways Corporation. Specifically, the study sought to determine the influence of the trains controls on the performance of passenger service in Kenya Railways Corporation, and to assess the influence of SGR passenger information on the performance of passenger service in Kenya Railways Corporation. This study was guided by: Theory of Constraints (TOC) and Service Quality GAP Model. The study adopted a case study research design; population for the study included 271 middle level managers working in different departments at Kenya Railway Corporation. Sampling for the study was probabilistic through use of Taro Yamane formula to arrive at a sample of 162 respondents across the strata. Data for the study was administered with questionnaires, which was dropped in-person, by the researcher, both validity and reliability was carried out before actual data collection. Data collected was analyzed through both descriptive analysis and inferential analysis. Descriptive analysis included: use of frequencies, percentages, and mean. Results of the study were presented using tables and figures. The study concludes that trains controls has a positive and significant effect on performance of passenger service in Kenya Railways Corporation. Further, the study concludes that passenger information has a positive and significant effect on performance of passenger service in Kenya Railways Corporation. The study recommends that the management of Kenya Railways Corporation in Kenya should implement a modern Automatic Train Control (ATC) system, which would significantly enhance the performance of passenger services. By integrating ATC, train operations can benefit from real-time monitoring, improved scheduling accuracy, and enhanced safety mechanisms such as automatic braking and speed regulation.
Key Words: Information, Communication, And Technology Systems, Trains Controls, SGR Passenger Information, Performance of Passenger Service
References
Aisyah, W., Salim, F., & Sofyan, M. (2023). The influence of service quality and price on the interest of Commuterline KRL passengers. Ilomata International Journal of Management, 1(1), 13–18.
Avramovic, Z. Ž., Marinković, D. M., & Lastrić, I. T. (2023). Digitalization of railways – ICT approach to the development of automation. Journal of Information Technology and Applications, 17(1), 15–23
Burroughs, D. (2023). The future of intelligence is artificial. International Railway Journal, 4(5), 34–40.
Byougho, J. (2023). The ICT Operation Performance by a New ICT Investment and Policy Consistency of Government Organizations. Journal of Korea Society of Digital Industry and Information Management, 15(2), 87–99.
Chege, K. (2021). A look at the future of railway technology in Africa. ASME.org. https://www.asme.org/topics-resources/content/railway-growth-and-mobility-in-africa
Dash, D. K. (2021). Global traffic congestion ranking has 3 Indian cities in top 10 | Times of India. https://timesofindia.indiatimes.com/india/mumbai-bengaluru-delhi-in-top-10-world-cities-in-traffic-congestion/articleshow/80246426.cms
Fiaz, M., Ikram, A., & Ilyas, A. (2023). Enterprise resource planning systems: Digitization of healthcare service quality. Administrative Sciences, 8(3), 38–45.
Lotz, C., Ott, A., Stern, S., & Vandieken, T. (2020). Digitizing Europe’s railways: A call to action. McKinsey & Company.
Mishra, D. (2020). Wireless sensor networks for monitoring Indian railways trains. International Journal of Recent Technology and Engineering, 8(6), 2579–2583.
Mizuma, T. (2023). Measures for ensuring the safety and security of automated operation of public transportation in Japan. WIT Transactions on the Built Environment, 181(16), 388–397.
Mohammadi, S., Taghipour, M., & Mahboobi, M. (2021). Investigating the role and impact of using ICT tools on evaluating the performance of service organizations. Iranian Journal of Information Processing and Management, 37(1), 1–26.
O’Niell, A. (2021). India - total population 2016–2026 | Statista. https://www.statista.com/statistics/263766/total-population-of-india/
Obsie, A., Woldeamanuel, M., & Woldetensae, B. (2020). Service quality of Addis Ababa light rail transit: Passengers’ views and perspectives. Urban Rail Transit, 6(4), 231–243.
Oseko, M. (2022). Enterprise Resource Planning and Performance of Rail Freight Operations in Kenya. [Master’s thesis, University of Nairobi].
Qian, J. (2023). Moving India’s railways into the future. World Bank Blogs. https://blogs.worldbank.org/endpovertyinsouthasia/moving-india-s-railways-future
Taiwo, J. (2022). Effect of ICT on accounting information system and organizational performance. European Journal of Business and Social Sciences, 5(2), 1–15.
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China. SAGE Open, 10(1), 215824401989880.
Xie, Z., Zhu, J., Wang, F., Li, W., & Wang, T. (2020). Long short‐term memory based anomaly detection: A case study of China railway passenger ticketing system. IET Intelligent Transport Systems, 15(1), 98–106.
Yunis, M., El-Kassar, A., & Tarhini, A. (2022). Impact of ICT-based innovations on organizational performance. Journal of Enterprise Information Management, 30(1), 122–141.
Zhen, F., Cao, J., & Tang, J. (2023). Exploring correlates of passenger satisfaction and service improvement priorities of the Shanghai-Nanjing high-speed rail. Journal of Transport and Land Use, 11(1), 1–17.
