Service Quality attributes affecting the satisfaction of the Railway passengers inside the train in the selected route of the Northern Railway (India)

  • Arun Kant Painoli, Ankur Kukreti

Abstract

Purpose– The aim of this study is to find out the service gap in terms of expectation of the passengers and service delivered by Indian Railway inside the train during the journey and to identify factors which the Indian Railway provided for the passengers in train.

Design/methodology/approach – The purposive sampling method was used for the purpose of the study. Moreover the factor analysis, regression analysis was used.

Findings –In the conducted study, the finding suggested that physical evidence service factor, core value service factor, value added service factor and security factors affects the satisfaction of the passengers inside the train  while they travel through Indian Railway.

Practical implications –When designing the service factor with respect to factor influencing the customers inside the train during the journey due care has to be taken in implementing the physical evidence service factor, core value service factor, value added service factor and security factors that are affecting the satisfaction of the passengers inside the train.

Originality/ Value –The study will help the concerned persons who are involved in the delivery of the service. It will assist them to identify the core service attribute which bring satisfaction in the mind of the customers during the journey inside the train. By identifying this attribute one can reduce the service gap which exist in the real time expectation of the customer and actual delivery.

 Paper type - Research paper

Keywords: - Service Gap, Overall satisfaction, Indian Railway

Published
2020-05-11
Section
Articles