Background
Roads and Transport Authority is a Dubai government agency that is responsible for the regulation of transport. This authority was established in 1998 by the government of Dubai to improve the transport sector within the emirate. In 2006, the name was changed to RTA when the government decided to include the metro and other transport systems into it (Gorgenländer 51). This authority offers a wide range of transport products which include road transport using buses and taxis, rail transport using the Dubai Metro, and water transport. The authority is also responsible for developing the regulations that are meant to guide the operations of the means of transport within the emirate.
The mission of this authority is focused on offering quality traffic solutions to the residents of this city. In its vision statement, the authority seeks to improve its traffic solutions to meet international standards. Its major objective is to offer traffic solutions that can meet the demands of the city (Perry 77). It also seeks to offer safe and reliable means of transport to all the residents of Dubai.
Research question
Research questions are always important in collecting primary data. It helps in giving focus to the process of data collection. The question below was used to guide in collecting the primary data
How well does RTA offer traffic solutions to the residents of Dubai?
In the literature review, a number of research questions were used to help guide the process of collecting the secondary sources of data. However, at this stage, the focus has been laid on the effectiveness of the RTA in offering services to the residents of the city of Dubai. The above question would help in this investigation in order to determine if the authority is meeting its set objectives.
The rationale for the investigation
The transport sector in the city of Dubai is majorly controlled by the government. This is unique because, in many other parts of the world, this sector is controlled by the private players as a way of promoting healthy competition. Given that RTA is the authority that has been assigned the role of managing this sector, it is necessary to investigate how well it is doing this job. It is important to determine if the public is adequately being served by the authority as per the expectations. If this is not the case, then it means that the government should find other means of privatizing this sector in order to promote its growth. If the authority is successful, then it is a lesson to the world, that this model is effective and can be applied by other governments around the world.
Methods
When conducting research, it is important to define the clear method that is used in the process of collecting both the primary and secondary data. The information has already been compiled as a review of the literature. The next step that this paper focuses on is the collection and analysis of the primary data that will be obtained from the field. The researcher was interested in gathering primary information in order to determine the relevance of the information in the literature. According to Quintero (67), sometimes, the information in the secondary sources may fail to give the true image of a given issue in the field because of the changes that take place in the environment. The researcher realized that it was necessary to confirm some of the claims made by the scholars in their books or journals as a way of authenticating the information in this report.
The researcher conducted a survey of the facilities of this authority in order to get the first-hand experience of the services they offered. This was considered necessary in order to determine the truth when it comes to the interview of the participants. The researcher shall have the first-hand information before proceeding to interview other players in this system. In order to obtain responses from the participants, the researcher divided the respondents into two strata.
The first stratum included the employees and the management unit of this authority. The second group included customers who regularly used the services of this company. A stratified sampling method was used to identify the sample of the population that would participate in this study. The researcher settled on the nine participants from the authority and another nine from the customers. Questionnaires were used to gather the data from the two sources. The researcher interviewed the employees, managers, and customers using the predetermined questions that were in the questionnaires.
Challenges
In the process of collecting the primary data, the researcher met a number of challenges that made it difficult to gather the right information within the desired period. One of the main challenges that the researcher met was the unwillingness of the respondents to participate in this research. It took a lot of time to convince 18 people to participate in the study. Some of those who accepted to be part of the research was not available when it was time for the interview, citing personal or job-related commitments (Sehlinger 34). This meant that the researcher had to find their replacements within the short deadline.
It was also evident that some of the participants were in a hurry when giving their responses to the researcher. In such cases, the respondents never bothered to give a deep thought to the questions posed as their main focus was to give responses and end the process as soon as possible. Some of the respondents were heavily biased in their responses to the questions that were posted to them. However, the researcher was able to overcome these challenges. Those who failed to participate in the study were replaced by others in their stratum. The researcher was also able to identify any form of bias in the responses because he had previously visited the facility and used the services.
Results and Discussion
According to Jeffreys (34), the data analysis process is one of the most important processes in any given research. It involves interpreting the raw data and presenting it in a more useful form that can be easily understood by the individuals who find the document relevant. In this research, the data was analyzed, and the findings presented in the form of graphs and charts. The data which was collected from the field was analyzed in order to find the response that was given from the primary sources. The main research question that was used in this study was focusing on the effectiveness of the RTA in offering its products to the customers. Below are the questions and the responses that were obtained from the respondents.
How well does RTA offer traffic solutions to the residents of Dubai?
Twelve of the respondents stated that the services offered by this authority were excellent. Another five stated that they were satisfied with the services, but the organization needed to make some adjustments as a way of delivering superior products. This means that the majority of the respondents- 17 out of 18- were satisfied with the services offered by the firm. Only one respondent stated that the services offered by this authority were poor. This means that both the customers and the employees of RTA are in agreement that the services of this authority are good enough, and with some little improvement, it could be the best in the region (Carter and Dunston 43).
The researcher went further to determine the process of service delivery by this organization and how the participants viewed it. The following question was posed to the participants in order to determine their view over this issue.
Are you satisfied with the time taken by this authority to deliver its services?
The respondents had varying views about the time taken by this authority to offer its services to the customers. Only two respondents stated that they were very satisfied with the delivery time of the firm’s services. The researcher identified biases in this response because the two participants who shared this view were the only top managers who participated in this study. Their response was probably focused on retaining the reputation of the organization. Six respondents stated that the waiting time was satisfactory. Most of the respondents who shared this view were the junior employees of the authority. They stated that the number of metro buses available strained the service delivery period, but the organization was doing everything within its powers to shorten the duration of service delivery.
To them, the current capacity of the firm in terms of time that the customers have to wait for the buses is satisfactory. Majority of the respondents- 8 of the 18- participants noted that although the firm was doing its best to shorten the time that they have to wait for the services, some improvements were still necessary. They stated that in most of the cases, they had to wait for about 10-15 minutes before getting the buses. Although there has been a massive improvement from the time they had to wait, these respondents still believed that more could still be done. If this period was reduced from about a one-hour wait that was common in the recent past, then it means that further improvement is possible to make the wait be about 5 minutes. Two respondents stated that they were dissatisfied with the time they had to wait for the services of the firm to be delivered.
According to Dunston and Carter (54), most of the buses of this authority have been fitted with various advanced technological systems that are meant to not only offer comfort to the customers but also to improve the communication between the passengers and the crew. However, the researcher was interested in determining the claim by interviewing the participants on this issue. This would help in validating or refuting the claims made by some of the recent literature on this issue. For this reason, the researcher posed the following question to the participants.
Do you believe that the introduction of new technological gadgets on the buses has improved the customers’ experience on the buses?
As shown in the diagram above, the majority of the participants felt that the technological gadgets that have been introduced on the metro buses had had a positive impact on the quality of the services delivered by this authority to its customers. 17 out of 18 participants felt that these gadgets had improved the communication between the passengers and the crew. Passengers can easily inform the crew about their alighting points without having to shout.
Only one passenger felt that the improved technological system had no positive impact on his experience. When probed further to explain why he had a contrary opinion from others, he explained that these extra luxuries have come at an extra cost. Since the introduction of these gadgets, the authority has adjusted its prices upwards, a sign that passengers were paying for this extra service (Kurtz 96). To him, this meant that the experience has not improved because he had to pay more. In fact, the respondent noted that he would be more comfortable with the previous system than the current one, where he has to pay more for the extra services that he describes as unnecessary.
As stated in the literature review, there are other private players who operate in this sector within the city of Dubai. It was necessary to determine how their service delivery compared with that of the RTA. This was important because some critics have argued that the government of Dubai should privatize the industry as a way of improving competition and the quality of the services delivered (Duval 38). The researcher considered it necessary to confirm if the people who used public transport also shared this view. The question below was posed to the respondents in this study.
Based on the personal experiences when using the private and RTA buses, which of the two offers quality services?
When posing this question, the researcher was aware of the biases that would be experienced when getting the information from the employees and managers of RTA. It was likely that they would support their own organization against other private players. This was the case as all the nine respondents from this organization stated that RTA was the preferred approach of offering the transport solution to the people. For this reason, the researcher only gave relevance to the responses given by the nine customers because they were more likely to give a fair view of the two forms of transport. It was noted that 7 out of the 9 participants preferred using RTA services as opposed to the services offered by other private players. Only 2 of the respondents noted that they would prefer using services offered by private players.
Similarities between the information from the primary sources and secondary data
It was necessary to identify the similarity in the information obtained from the literature and that from the secondary sources. It was noted that both sources of information confirm that the Road and Transport Authority has been experiencing consistent growth over the years. Not only has this authority increased its fleet of vehicles on the road, but it has also improved the services offered in their buses. The authority has also been advancing rail transport within the city as a way of decongesting the road. The management of the firm conformed that this authority has invested a lot in the modernization of rail transport within the entire city. This information was clearly stated in the literature that was reviewed.
The two sources of data also confirm that RTA is the main player in public transport. They have buses, trains, taxis, and tramps. Although the private players have been penetrating this industry, the two sources of data are in agreement that RTA still remains the major player. The sources also agree on the fact that most of the passengers prefer using services offered by RTA because they are reliable and consistent (Christensen 78).
In both sources of data, it was clear that although RTA is yet to make its products excellent, its current capacity is satisfactory to its customers. Customers of this authority are satisfied with the recent improvements that have been made by this organization in offering quality services. However, the customers believe that this firm can improve its service delivery by increasing the number of their fleets as a way of reducing the time that customers have to wait before getting the service. Finally, it was observed that both the primary and secondary sources were in agreement on the magnitude of the investment that this authority is committing to help improve its services within the city.
Differences between information from the primary sources and secondary data
The researcher considered it necessary to identify any differences between the information given in the primary sources and that from the secondary data. One of the main differences between the two sources is on the measures taken to improve the service delivery of this authority. The secondary sources say that the authority is planning to spend more on road transport, while the primary sources show that most of the expenses will be directed towards rail and water transport. The primary data shows that RTA has plans to improve rail and water transport as a way of easing the pressure on road transport. The authority has already invested a lot in the construction of the modern railway system within the city, and this is expected to be expanded soon.
Conclusion and Recommendations
It is clear that the Road Transport Authority is doing everything within its powers to ensure that its services are improved. The authority has introduced new buses that offer superior and quality services to the customers. It has also introduced the modern electric trains to help decongest the roads. Water transport has also been important in the diversification of the products of this firm. Most customers believe that this firm can deliver quality services if more efforts are made. The following recommendations should be considered to enhance service delivery.
- The number of metro buses should be increased to help in reducing the time that customers wait before they are served.
- Rail transport should be improved and adequately promoted as an alternative means of transport.
- The authority should introduce the advanced speed boats to replace the current tramps
- The management should consider introducing more taxis on the road because of their popularity in this city.
- This authority should work closely with the clients in order to understand their changing needs.
Effects of the recommendations of the organizational objectives
The above recommendations will have a direct impact on the organization’s objectives if RTA implements them properly. They will help improve the quality of their services. Implementation of these recommendations will also help in increasing the number of customers served by this organization.
Works Cited
Carter, Terry, and Lara Dunston. Dubai. Footscray, Vic: Lonely Planet, 2006. Print.
Christensen, Shane. Frommer’s Dubai. Chichester: John Wiley, 2010. Print.
Dunston, Lara, and Terry Carter. Dubai. Footscray, Vic: Lonely Planet, 2007. Print.
Duval, David T. Tourism and Transport: Modes, Networks, and Flows. Clevedon, England: Channel View Publications, 2007. Print.
Gorgenländer, Viktor. A Strategic Analysis of the Construction Industry in the United Arab Emirates: Opportunities and Threats in the Construction Business. Hamburg: Diplomica-Verl, 2010. Print.
Jeffreys, Andrew. The Report Sharjah 2008. London: Oxford Business Group, 2008. Print.
Kurtz, David L. Contemporary Marketing. Australia: South-Western Cengage Learning, 2011. Print.
Perry, Mark P. Business Driven Pmo Success Stories. Boca Raton, Fla: J. Ross, 2012. Print.
Quintero, Josephine. Pocket Dubai: Top Sights, Local Life, Made Easy. Footscray, Vic: Lonely Planet, 2012. Print.
Sehlinger, Bob. The Unofficial Guide to Dubai. Chichester: John Wiley & Sons, 2011. Print.