The effect of service quality on customer satisfaction applied on toll station on the new bridges and roads in Egypt

Abstract

This research is aiming to study ‘The effect of service quality on customer satisfaction applied on toll station of new bridges and roads in Egypt’. The researchers used primary and secondary data, as well as academic articles that were previously published discussing ‘The effect of service quality on customer satisfaction applied on toll station of new bridges and roads in Egypt’ in different manners. In depth interviews were conducted by the researchers with 3 experts in the field of road engineering, in order to gain insight about ‘The effect of service quality on customer satisfaction applied on toll station of new bridges and roads in Egypt’’. An online questionnaire was formed and answered by 173 respondents from both genders’ males and females with the purpose of gaining their insight about the topic of service quality on the new roads and bridges in Egypt. Finally, the data obtained were analyzed through SPSS and Smart PLS. The findings of this research indicates that the security of roads, use of technology and service quality affects the customer satisfaction towards the quality of the roads and bridges in Egypt.