Open Access
Subscription Access
Passengers’ Perception of Service Quality:A Study With Reference to Madurai Division of Southern Railway
After globalization, service quality has assumed greater significance in rail transport owing to rail passengers’ expectation of improved service quality in Indian Railways (IR), as well as existence of keen competition from the road transportation sector. Service quality is a business management term used to indicate achievement in service. Usually, service quality yields comfort to the passengers; it would delight them when the passengers’ perception of service quality exceeds their expectations. In this context, service quality comes under the scanner of a comparison of passengers’ expectation with performance of Madurai Division of Southern Railway (SR) Zone of Indian Railway. This research paper is an outcome of the present author’s research project sponsored under ICSSR’s Senior Fellowship.
Keywords
Service Quality, Perception and Expectation of Service Quality, Gap Analysis, Dimensions of Service Quality, Southern Railway.
User
Font Size
Information
- BalakrishnanK.P. (2012). A study on service quality perception of railway passengers of Southern Railway. International journal of management research, Vol.2, IssueNo.2, July-December, pp.105-110.
- Bruce Thompson. (2002). Score reliability: Contemporary thinking on reliability issues. Sage publications.
- Chopra Vikram. (2009).The unreserved ticketing system of Indian Railways. Management in government, Vol. XXXI (2), July-September, pp.75-84.
- Crosby, P.B (1971). Quality is free: The art of making quality certain. New York, New American Library.
- George and Mallery. (2003). SPSS for windows step by step: A simple guide and reference. 4th edition, Allyn and Bacon.
- Hemant Sharma and Sonali Yadav.(2013). Service quality of South Indian Railway-Determinants of passenger satisfaction in trains. International journal of business and management invention, Vol.2, No.2, February, pp.49-54.
- https://enwikipedia.org/wiki/madurai-railwaydivision
- Nag Bodhibrata. (2012).”Public Procurement-a case study of the Indian Railways”. Available at ideas.repec.org
- Ngatiaet al. (2010).The structure of users’ satisfaction on urban public transport service in developing countries: The case of Nairobi. The Journal of the Eastern Asia Society for transport studies, Vol.8.
- Raja shekhar, B and Devi Prasad, M. (2011).Evaluation of passenger satisfaction and service quality in Indian Railways-A case study of South Central Railway using RAILQUAL. International journal of research in commerce and management, Vol.no.2, Issue no.7, July, pp.53-57.
- Rajeswari, V. and Santa Kumari, K. Satisfaction and service quality in Indian Railways-A study on passenger perspective.10SR Journal of economies and finance, Vol.4, No.1, May-June, pp.58-66.
Abstract Views: 724
PDF Views: 120