International Journal of Hospitality and Tourism Systems

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

Food Service Quality in IRCTC Food Outlets:A Study of Delhi (N.C.R) Region


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

   Subscribe/Renew Journal


Indian Railway is a growth engine of Indian economy and contributes significantly in the growth of Indian economy and GDP. It is fourth largest transportation system in the world and it is also the largest employment generator, which employees more than 13 lakhs employees&during the year 2015, it carries 8.101 billion passengers. From past few decades the need and demand of customers has changed significantly and this is reflected in all sectors of economy who have transformed themselves from mere a service provider to customer oriented service providers. Indian Railway is not an exception. To keep up with the changing need and demand of customers, Indian Railway established Indian Railway Catering and Transport Corporation (IRCTC) in 1999. It is a public sector venture under Ministry of Railway which professionally manages hospitality and catering services on&off stations, on trains and global reservation system. Since then it is taking consistent steps towards improving service quality of IRCTC food outlets. Today it has over 200 food outlets.

The present paper is an attempt to determine service quality through assessment of expectation and perception of the customers visiting IRCTC food outlets. This research also uses modified questionnaire based upon DINESERV model to study the difference between perceived and expected service quality.


Keywords

Service Quality, DINESERV, IRCTC, New Delhi (N.C.R.).
Subscription Login to verify subscription
User
Notifications
Font Size


  • Saputra, A. D. (2010). Analysis of Train Passenger Responses on Provided Service: A case Study. Retrieved from http:// www.diva- portal.org/smash/get/diva2:375325/fulltext02 Agarwal, R. (2008). Public transportation and customer satisfaction: The case of Indian Railways. Global Business Review, 9(2), 257-272.

  • Andaleeb & Conway’s (2006). Customer satisfaction in the restaurant industry: An examination of the tranaction-specific model. Journal of Services Marketing, 20(1), 3-11, Emerald Group Publishing Limited [ISSN 0887-6045].

  • Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994).Customer satisfaction, market share and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-56.

  • Kumar, A. (2014). Guest perception on services and facilities in catering establishments on national highway no 1 from delhi to Amritsar. Phd thesis. Retrieved from web link http://shodhganga.inflibnet.ac.in/handle/10603/36972.

  • Archana, R., & Subha, M. V. (2012). A study on Service quality and passenger satisfaction on Indian airlines. International Journal of Multidisciplinary Research, 2(2), ISSN 2231 5780.

  • Avkiran, N. K. (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing, 12(6), 10-18.

  • Babakus, E., & Boller G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.

  • Badri, M. A., Abdulla, M., & Al-Madani, A. (2005). Information technology centre service quality. International Journal of Quality and Reliab. Management, 22(8), 819-848.

  • Bhandari. (2005). Indian Railways Glorious 150 years Publications Division, Ministry of Information and Broadcasting, Government of India, New Delhi. Retrieved from http://gifre.org/library/upload/volume/45-50-vol-31-14-gjcmp.pdf

  • Bojanic, D. C., & Rosen, L. D. (1994). Measuring service quality in restaurants: An application of the SERVQUAL instrument. Hospitality Research Journal, 18(1), 4-14.

  • Brady, M. K., & Cronin J. J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.

  • Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.

  • Choi, T. Y., & Chu. R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20, 277-297.

  • Crick, A. P., & Spencer A. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Management, 23, 214-230.

  • Cronin J. J., & Taylor, S. A. (1994). Measuring service quality: A re-examination and Extension. Journal of Marketing, 56(3), 55-69.

  • Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scales development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.

  • Wutf, K. D., Odekerken-Schröder, G., & Iacobucci, D.(2001). Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 65(October), 33-50.

  • Sorupia, E. (2005). In Rethinking the Role of Transportation in Tourism, in Proceedings of The Eastern Asia Society for Transportation Studies, vol. 5, pp. 1767-1777.

  • Fu, Y. Y., Cho, M. H., & Parks, S. (2000). The impact of fairness and disconfirmation on restaurant customers’ satisfaction judgments. Proceedings of the Fifth Annual Graduate Education and Graduate Students Research Conference in Hospitality & Tourism, 202-204. (January 6-8, 2000).

  • Malik, G. (2012). Determinants of customer satisfaction on service quality: The case of Delhi Metro Railways. Retrieved from http://www.ijbmi.org/papers/Vol(4)10/ D0401029033.pdf

  • Gefan, D. (2002). Customer Loyalty in e-Commerce. Journal of the Association of Information System, 3(1), 27-51.

  • Gilbert, G. R., Veloutsou, C., Goode, M. M. H., & Moutinho, L. (2004). Measuring customer satisfaction in the fast food industry: A cross national approach. Journal of Services Marketing, 18(5), pp. 371-383.

  • Goeldner, C. R., & Brent Ritchie, J. R. (2012). Tourism Practices and Principles, Wiley Publication, p. 97.

  • Gronroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 4, 36-44.

  • Heung, V. C. S., Wong, M. Y., & Qu, H. (2000). Airport restaurant service quality in Hong Kong: An application of SERVQUAL. Cornell Hotel & Restaurant Administration Quarterly, 41(3), 86-96.

  • Jabnoun, N., & Khalifa, A. (2005). A customized measure of service quality in the UAE. Managing Service Quality, 15(4), 374-388.

  • Reilly, J. (2010). Building future tourism environments: Towards more eco-efficient destination transportation systems, research project. Retrieved from http://www.ttracanada.ca/sites/default/files/uploads/reilly_jennifer._ building_future_tourism_environments_-_tow.pdf

  • Kara, A., Kaynak, E., & Kucukemiroglu, O. (1997). Marketing strategies for fast food restaurants: A customer view. British Food Journal, 99(9), 318-324.

  • Kaul, R. N. (1985). Dynamics of tourism: A trilogy. Transportation and Marketing, 111, New Delhi.

  • Kearns, D., & Nadler, D. (1992). Prophets in the dark: How xerox reinvented itself and beat back Japanese. New York: Harper Collins Publishers.

  • Keiser, T. C. (1988). Strategies for Enhancing Services Quality. Journal of Services Marketing, 2(3), 65-70.

  • Kim, H. J., McCahon, C., & Miller, J. (2003). Assessing service quality in Korean casual dining restaurants using DINESERV. Journal of Foodservice Business Research, 6(1), 67-86.

  • Knowles, T., & Curtis, S. (1999). The market viability of European mass tourist destinations: A post-stagnation life-cycle analysis. International Journal of Tourism Research, 1(1), 87-96.

  • Knutson, B., Stevens, P., & Patton, M. (1995). DINESERV: Measuring service quality in quick service, casual/theme, and fine dining restaurants. Journal of Hospitality & Leisure Marketing, (3/2), 35-44.

  • Ko, Y. J., & Pastore, D. L. (2004). Current issues and conceptualizations of service quality in the recreation sport industry. Sport Marketing Quarterly, 13, 158-166.

  • Landrum, H., Prybutok, V. R., & Zhang, X. N. (2006). A comparison of Magal’s service quality instrument with SERVPERF. Information & Management, 44, 104-113.

  • McCleary, K. W., & Weaver, P. A. (1982). Improving employee service levels through identifying sources of customer satisfaction. International Journal of Hospitality management, 1(2), 85-89.

  • Mei, A. W. O., Dean, A. M., & White, C. J. (1999). Analyzing service quality in the hospitality Industry. Managing Service Quality, 9(2), 136-143.

  • Mohanty, R. P., Seth, D., & Mukadam, S. (2007). Quality dimensions of e-commerce and their implications. Total Quality Management, 18(3), 219-247.

  • Palmer, A. (2001). Principles of service marketing. Published by McGraw-Hill, New York (p. 227).

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988).SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 14- 40.

  • Patnaude, K., & Graves, N. (2000). Perceptions of Senior Preferences Regarding Décor, Service and Menu in Four Assisted Living Facilities in Houston Texas. Proceedings of Fifth Annual Graduate Education and Graduate Students Research Conference in Hospitality & Tourism, 347-349. (January 6-8, 2000).

  • Pearce, D. G. (1992). Alternative tourism: Concepts, classifications and questions in study of V. Smith, V. L., & Eadington, W. R. (Eds.), Tourism alternatives: Potentials and problems in the development of tourism (pp. 15-30), Philadelphia: University of Pennsylvania Press.

  • Patil, P. (2012). How to Improve Catering Services in Indian Railways a research project. Retrieved from http://www.rakshakfoundation.org/wp-content/uploads/formidable/FinalReport-ProjectID_48_Pranay_Patil.pdf

  • Pride, W. M., & Ferrell, O. C. (2006). Pride-Ferrell marketing. Published by Houghton Mifflin, 2006 ISBN 10: 0618474455 / ISBN 13: 9780618474455.

  • Raajpoot, N. (2004). Reconceptualizing service encounter quality in a Non-Western context. Journal of Service Research, 7(2), 181-201.

  • Ramanathan, U., & Ramanathan, R. (2011). Guests’ perceptions on factors influencing customer loyalty: An analysis for UK hotels. International Journal of Contemporary Hospitality Management, 23(1), 7-25. Retrieved from http://dx.doi.org/10.1108/09596111111101643.

  • Reimer, H., & Reichel, A. (2000). Assessing service quality in the Israeli tourism industry using SERVQUAL, Proceedings of Fifth Annual Graduate Education and Graduate Students Research Conference in Hospitality & Tourism, 273-280. (January 6-8, 2000).

  • Rhoades, D. L., Waguespack, B., & Eric, T. (1998). Service quality in the US airline industry: Progress and problems. Managing Service Quality, 8(5), 306-311.

  • Mammadov, R. (2012). The Importance of Transportation in Tourism Sector, 7th Silk Road International Conference on Challenges and Opportunities of Sustainable Economic Development in Eurasian Countries, 24-26 May, BatumiTbilisi, 381-388, 2012.

  • Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. Thousand Oaks, CA: Sage Publications.

  • Aggarwal, S., & Srivastava, V. K. (2012-13). e-Procurement in Indian Railways. Retrieved from http://nisg.org/files/ documents/UP1418303129.pdf

  • Sheeba A. A., & Kumuthadevi, K. (2013). Service quality of south Indian railway-Determinants of passenger satisfaction in trains. International Journal of Business and Management Invention, 2(2), 49-54.

  • Sumaedi, S., & Yarmen, M. (2015). Measuring Perceived Service Quality of Fast Food Restaurant in Islamic Country: A Conceptual Framework. Elsevier Ltd. Retrieved from http://www.sciencedirect.com/science/article/pii/S2211601X15000139

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

  • Stevens, P., Knutson B., & Patton M. (1995). DINESERV: Measuring service quality in quick service, casual/theme, and fine dining restaurants. Journal of Hospitality & Leisure Marketing, 3(2), 35-44.

  • Markovic, S. (2010). Does Restaurant Performance Meet Customers’ Expectations? An Assessment Of Restaurant Service Quality Using A Modified DINESERV Approach.Tourism and Hospitality Management, 16(2), 181-195, 2010.

  • Wong, I. A., & Fong, V. H. I. (2012). Development and validation of the casino service quality scale: CASERV. International Journal of Hospitality Management, 31(1), 209-217.

  • Kim, W. G., Ng, C.Y. N., & Kim, Y. S. (2008). Influence of institutional DINESERV on customer satisfaction, return intention, and word of- mouth. International Journal of Hospitality Management, 28(1), 10-17.

  • Wu, C. K., Goh, B. Y., Lin, K., & Chen, P. (1999). Measuring service quality in restaurant operations: an application of the dineserv instrument, Proceedings of the conference on Graduate Education and Graduate Students Research, 626-634. (January 4-6, 1999).

  • Yavas, U., Bilgin, Z., & Shemwell, D. J. (1997). Service quality in the banking sector in an emerging economy: A consumer survey. International Journal of Bank Marketing, 15(6), 217-23.

  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12.

  • Zemke, R., & Albrecht, C. (1985). Service America. Homewood, IL, Published by Down Jones-Irwin.

  • Zopiatis, A., & Pribic, J. (2007). College students’ dining expectations in Cyprus. British Food Journal, 109(10), 765-776.

  • Indian Railways Facts, Retrieved January 5, 2017 from the website m.outlookindia.com

  • Indian Railway facts and figure, Retrieved on August 5, 2016 from the website http://www.indianrail.gov.in

  • IRCTC catering outlets, Retrieved on July 9, 2014 from the website www.irctc.com

  • Know about Indian Railway, Retrieved June 20, 2016 from the website www.nfirindia.org/downloads/Know_about_Indian_Railways.pdf

  • Food service quality control, Retrieved 17 July, 2016 from the website www.qcin.org/nbqp/5thnataionalconclave/presentation/PremNarayan.pdf


Abstract Views: 344

PDF Views: 1




  • Food Service Quality in IRCTC Food Outlets:A Study of Delhi (N.C.R) Region

Abstract Views: 344  |  PDF Views: 1

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


Indian Railway is a growth engine of Indian economy and contributes significantly in the growth of Indian economy and GDP. It is fourth largest transportation system in the world and it is also the largest employment generator, which employees more than 13 lakhs employees&during the year 2015, it carries 8.101 billion passengers. From past few decades the need and demand of customers has changed significantly and this is reflected in all sectors of economy who have transformed themselves from mere a service provider to customer oriented service providers. Indian Railway is not an exception. To keep up with the changing need and demand of customers, Indian Railway established Indian Railway Catering and Transport Corporation (IRCTC) in 1999. It is a public sector venture under Ministry of Railway which professionally manages hospitality and catering services on&off stations, on trains and global reservation system. Since then it is taking consistent steps towards improving service quality of IRCTC food outlets. Today it has over 200 food outlets.

The present paper is an attempt to determine service quality through assessment of expectation and perception of the customers visiting IRCTC food outlets. This research also uses modified questionnaire based upon DINESERV model to study the difference between perceived and expected service quality.


Keywords


Service Quality, DINESERV, IRCTC, New Delhi (N.C.R.).

References