Avahan: A Journal on Hospitalty and Tourism

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Measuring Customers Satisfaction and Service Quality in Indian Railway Catering and Tourism Corporation Food Outlets:A Study of Uttar Pradesh (India)


Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, India
2 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, India
     

   Subscribe/Renew Journal


Service quality is one of key element in determining customer satisfaction and vice versa. Service quality is crucial source for taking competitive advantage in this world of globalization. Service Quality not only provides satisfied customers but also affects his revisiting behavior and also encourages him to promote that organization. Service quality leads to customers' satisfaction and customers satisfaction increases loyalty, brand image, profitability and investment returns. But achieving customers' satisfaction and service quality is not an easy task due to swinging moods of customers. Today’s customers is more concerned about environment, health, culture, culinary art etc. that's why all sectors are providing customers oriented service and Indian Railway is also not an exception. 

Indian Railway is of the major public transport mode in India. Its large capacity, low fares, high safety and no traffic jam makes it unique and primary mode of transportation. In fact, Indian railway has fourth largest network in world and largest under single management. It has lots of benefits to society but still service quality and customers' satisfaction is low as compared to other modes of transportation. For improving its service quality Indian Railway establish Indian Railway Catering and Tourism Corporation (IRCTC) for looking after its hospitality, catering and tourism business. The present research paper aims to identify customers' satisfaction and service quality through gap analysis between customers' expectations and perceptions visiting IRCTC food outlets with a focus of Uttar Pradesh. The questionnaire was developed using DINESERV model based on five dimensions and 29 variables.

Keywords

Service Quality, Customers' Satisfaction, IRCTC, DINESERV, Food Outlets.
User
Subscription Login to verify subscription
Notifications
Font Size

  • Abril, M., Barber, F., Ingolotti, L., Salido, M. A., Tormos, P., & Lova A. (2008). An assessment of railway capacity. Transportation Research Part E, 44, 776.

  • Anderson, E. W., & Fornell, C. (1994). A customer satisfaction research prospectus. In: Rust, R.T., Oliver, R. (Eds.), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 241-268.

  • Angelo, R. M., & Vladimir, A. N. (1996). Hospitality today: An introduction (2nd ed.). Educational Institute of the American hotel and lodging association.

  • Baker, D., & Crompton, J. (2000). Quality, satisfaction, and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.

  • Barber, N., & Scarcelli, J. M. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality, 20(1), 70-88.

  • Becker, C., Murrmann, S. K, Murrmann, K. F., & Cheung, G. W. (1999). A pan-cultural study of restaurant service expectations in the United States and Hong Kong. Journal of Hospitality and Tourism Research, 23(3), 235-255.

  • Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 76-77.

  • Brymer, R. A., Perrewe, P., & Johns, T. R. (1991). Managerial job stress in the hotel industry. International Journal of Hospitality Management, 10(1), 47-58.

  • Brymer, R. A., Rousselle, J. R., & Johns, T. (1990). Academic research interests of hospitality corporations. Hospitality Research Journal, 14(1), 1-10.

  • Culpan, R. (1987). International tourism model for developing economies. Annals of Tourism, 14, 541-552.

  • Dittmer, P. R. (2002). Dimensions of the hospitality industry (3rd ed.). New York: John Wiley and Sons.

  • Dube, L., Renaghan, L. M., & Miller, J. M (1994). Measuring customer satisfaction for strategic management. Cornell Hotel and Restaurant Management Quarterly, 35(1), 39-47.

  • Edwardson, M. (1998). Measuring emotions in service encounters: An. Exploratory analysis. Australasian Journal of Market Research, 6(2), 34-48.

  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Everitt-Bryant, B. (1996), “The American Customer Satisfaction Index: nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.

  • Gronoos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington Books, USA (Chapters 2, 3, 7, and 10).

  • Gundersen, M. G., Heide, M., & Olsson, U. H. (1996). Hotel guest satisfaction among business travellers: What are the important factors? The Cornell Hotel and Restaurant Administration Quarterly, 37(2), 72-81.

  • Hunt, K. (1979). Conceptualization and measurement of consumer satisfaction and dissatisfaction. Marketing Science Institute, Cambridge, MA.

  • Iglesias, M. P., & Guillen, J. Y. (2004). Perceived quality and price: their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Management, 16(6), 373-379.

  • Jang, S., & Liu, Y. H. (2009). Perceptions of Chinese restaurants in the US: What affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), 338-348.

  • Johns, N., & Howard, A. (1998). Customer expectations versus perceptions of service performance in the foodservice industry. International Journal of Service Industry Management, 9(3), 248-56.

  • Johns, N., & Tyas, P. (1996). Investigation of the perceived components of the meal experience, using perceptual gap methodology. Progress in Tourism and Hospitality Research, 2(1), 15-26.

  • Kim, W. G., Ng, C. Y. N., & Kim, Y.-S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.

  • Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222.

  • Lam, T., & Zhang, H. (1999). Service quality of travel agents: the case of travel agents in Hong Kong. Tourism Management, 20, 341-349.

  • Lovelock, C., & Wirtz, J. (2004). Service marketing people, technology, strategy: United States of America, pp. 106-107. Hamilton Printing Co.

  • Lovelock, C. H., Edwardson, M., & Patterson P. G (1998). Managing the customer Service function. Sydney, Prentice-Hall, 423-445.

  • Namkung, Y., & Jang, S. C. 2010. Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing, 44(9/10), 1233-1259.

  • Nyer, P. (1999). Cathartic complaining as a means of reducing consumer dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 12, 15-25.

  • Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. In T. A. Swartz. D. E. Bowen, & S. W. Brown (Ms.). Advances in services murketing and management (Vol. 2, pp. 65-85). Greenwich, CT. JAI.

  • Ojo, O. (2008). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. BRAND Broad Research in Accounting, Negotiation and Distribution, 1(1), 88-100.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing (Fall), 41-50.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing, 64(1), 12-40.

  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.

  • Thio, S. (2005). Understanding hospitality activities: Social, private, and commercial domain. In Jurnal Manajemen Perhotelan, 1(1), 1-5. Retrieved from http://puslit2.petra.ac.id/gudangpaper/files/2339.pdf

  • Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56-60.

  • Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.

  • Tam, J. L. M. (2000). The effects of service quality perceived value and customer satisfaction on behavioral intentions. Journal of Hospitality & Leisure Marketing, 6(4), 31-43.

  • Woo, G. M., Christy, Y. N. N., & Yen-Soon, K. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word of mouth. International Journal of Hospitality Management, 28(1), March 2009, 10-17.

  • Wu, C. H. J., & Liang, R. D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury hotels. International Journal of Hospitality Management, 28(4), 586-593.

  • Yuksel, E. (2001). The validation of the generic service quality dimensions: An alternative approach. Journal of Retailing and Consumer Services, 8, 311-324.

  • Yuksel, A., & Yuksel, F. (2002). Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of Vacation Marketing, 9(1), 52-68.

  • Zeithaml, V., & Bitner, M. J. (2003). Services marketing (3rd ed.). McGraw-Hill Irwin, Boston, MA.


Abstract Views: 454

PDF Views: 0




  • Measuring Customers Satisfaction and Service Quality in Indian Railway Catering and Tourism Corporation Food Outlets:A Study of Uttar Pradesh (India)

Abstract Views: 454  |  PDF Views: 0

Authors

Surjeet Kumar
Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, India
Naveen Chachal
Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, India

Abstract


Service quality is one of key element in determining customer satisfaction and vice versa. Service quality is crucial source for taking competitive advantage in this world of globalization. Service Quality not only provides satisfied customers but also affects his revisiting behavior and also encourages him to promote that organization. Service quality leads to customers' satisfaction and customers satisfaction increases loyalty, brand image, profitability and investment returns. But achieving customers' satisfaction and service quality is not an easy task due to swinging moods of customers. Today’s customers is more concerned about environment, health, culture, culinary art etc. that's why all sectors are providing customers oriented service and Indian Railway is also not an exception. 

Indian Railway is of the major public transport mode in India. Its large capacity, low fares, high safety and no traffic jam makes it unique and primary mode of transportation. In fact, Indian railway has fourth largest network in world and largest under single management. It has lots of benefits to society but still service quality and customers' satisfaction is low as compared to other modes of transportation. For improving its service quality Indian Railway establish Indian Railway Catering and Tourism Corporation (IRCTC) for looking after its hospitality, catering and tourism business. The present research paper aims to identify customers' satisfaction and service quality through gap analysis between customers' expectations and perceptions visiting IRCTC food outlets with a focus of Uttar Pradesh. The questionnaire was developed using DINESERV model based on five dimensions and 29 variables.

Keywords


Service Quality, Customers' Satisfaction, IRCTC, DINESERV, Food Outlets.

References