Determinants of Passengers Perception about Service Quality through 5S- A Study on Indian Railways

Indian Railway is the lifeline of the country being the cheapest and comfortable mode of travelling especially for long distance. This industry being in the service sector, needs to give utmost attention for providing quality service to millions of Indian . Maintaining consistently a high quality of service is a challenge for any organisation. For service producing firms, it is essential to organize every aspect of business keeping in mind to serve the customer best. In this study, an effort has been made to understand the concept of 5S- a methodology-Japanese quality standardto study the level of the customer satisfaction. This methodology is used to analyse the level of the customer satisfaction for Indian Railways through quantitative analysis.