Volume : V, Issue : III, March - 2015

A PASSENGER PERSPECTIVE ON QUALITY OF SERVICE IN RAIL TRANSPORT

Mrs. I. Parvin Banu, Dr. H. Balakrishnan

Abstract :

Indian Railways is an Indian state–owned enterprise, owned and operated by the Government of India through the Ministry of Railways. It is one of the worlds largest railway networks comprising 115,000km (71,457.687 miles) of track over a route of 65,436 km (40,660 mi) and 7,172 stations. The study is to find out the quality of service in rail transport with reference to Coimbatore junction. Services are usually defined as processes and actions that are intangible and at the same time complex to understand (Grönroos 2003, 78–80). As a service is mainly intangible, it can be hard for a customer to evaluate the quality of the process. The main objective of the study is to find out the quality of service provided to the customers and the expectations of the customers on service quality given by the railway department in Coimbatore junction. And for this purpose a sample of 200 is collected from Coimbatore junction and the respondents are those passengers travelling from Coimbatore to various cities. Percentage analysis, chi square, and factor analysis are used as statistical tool to analyze the data based on SPSS. The conclusion is that the passengers are highly dissatisfied on cleanliness of toilets in trains, the management has to look after this issue for the satisfaction of customers on delivery of service.

Keywords :

Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Mrs. I. Parvin Banu, Dr. H. Balakrishnan A Passenger Perspective on Quality of Service in Rail Transport Indian Journal of Applied Research, Vol.5, Issue : 3 March 2015

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