Service Quality Attributes Affecting The Satisfaction Of Railway Passengers Of Selective Route In Southwestern Part Of Bangladesh (original) (raw)
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The present study aims to assess the intangible attributes of the service that have an impact on customer satisfaction. The Intangible attributes attached to the service, are difficult to determine. The Indian Railway network is one of the largest railway networks in the world. It is spread over 115,000 km having 21,617 passenger trains carrying 23 million passengers every day. In terms of revenue generation, it is a major contributor to the Indian economy but even then, the service level is very poor as compared to the other parts of the world. Due to increased competition in the modes of transportation, the Service attributes of Indian Railway acts as a strong influencer on Passenger Satisfaction. Indian Railways has a huge potential in terms of economic benefits if their service quality is improved. Various studies have tried to identify the important attributes regarding the Service Quality of Indian Railway. The SERVQUAL model provided important insights into the service attrib...
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Transportation have performed very crucial roles from very early accelerating the sharing of economic and development benefit of connecting different regions. Railway has been proved as a potential sector for drawing economic and development benefits for India due to its low costing and enjoyable journey. This study has aimed to focus on the railway transportation sector and to develop a model defining the relationship between overall satisfaction and service quality attributes in Madurai District. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at Madurai District. Passengers were purposively selected from a total number of 360 passengers in order to attain a sample size of 70% which represents the total number of questionnaires (252) administered for the study. This study explores a relation between railway service quality attributes and customer satisfaction based on passenger perception.
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IDENTIFYING KEY FACTORS OF COMMUTER TRAIN SERVICE QUALITY:AN EMPIRICAL ANALYSIS FOR DHAKA CITY
Malaysian Journal of Civil Engineering, 2019
Commuter train is a viable alternative to road transport to ease the traffic congestion which requires appropriate planning by concerned authorities. The research is aimed to assess passengers' perception about commuter train service running in areas near Dhaka city. An Adaptive Neuro Fuzzy Inference System (ANFIS) model has been developed to evaluate service quality (SQ) of commuter train. Field survey data has been conducted among 802 respondents who were the regular user of commuter train and 12 attributes have been selected for model development. ANFIS was developed by the training and then tested by 80% and 20% of the total sample respectively. After that, model performance has been evaluated by (i) Confusion Matrix (ii) Root Mean Square Error (RMSE) and attributes are ranked based on their relative importance. The proposed ANFIS model has 61.50% accuracy in training and 47.80% accuracy in testing. From the results, it is found that 'Bogie condition', 'Cleanliness', 'Female harassment', 'Behavior of staff' and 'Toilet facility' are the most significant attributes. This indicates that some necessary measures should be taken immediately to recover the effects of these attributes to improve the SQ of commuter train.
The paper aims to analyse the determinants of passenger satisfaction toward rail transport service. Rail transport service is a mode of transport with the main function of carrying goods or passengers from one place to another. It is widely used by the public as it is very convenient and reliable. However, rail transport service also faced intense competition as they have to compete with road, air and water transportation that are also able to offer similar services. As a result, it is important to understand passengers' satisfaction so that they can get an improvement and offer better services. The study is carried out by using comparative analysis. Secondary data such as journals articles are collected for the study. The finding shows that level of service quality, availability of substitutional mode and demographic factors will affect passengers' satisfaction toward rail transport service. It shows that level of service quality is affected by customer's expectation, satisfaction and attitude towards rail transport service. It is hoped that the result of this paper will give a contribution on how to improve rail transport service so that they can meet passenger satisfaction.
SERVICE QUALITY AND PASSENGERS SATISFACTION OF SOUTHERN RAILWAYS BY SERVQUAL MODEL
The economic growth of a country is mostly depends on the infrastructure and construction available in their area. Substructure link the peoples to services, markets and jobs and helps people to live healthy and productive lives. Transport facility is an important aspect of infrastructure facilitating mobility of goods and people from one place to another place. The passengers expect huge services from Indian Railways, but the railways providing few of the service in good quality and many of its services are not good. When the Indian Railways is not fulfil the passenger " s expectation, they are ready to switch over to another mode of transportation service. So, Indian railways to go down passenger business earning, in recent year the railway freight services only to contribute major role in Railway earnings. The railways passenger earnings were not good in past few years. Indian railwayshas to improve their servicesto world class. The main aim of the study is to identify the socio economic background of railway passengers and to analyse the gap between passenger " s expectation and perception of service quality.
International Journal of Railway, 2017
The rapid growth of the service sector has led quality researchers to focus on the proper understanding of the quality of service. Providing high-level services is essential for companies that want to succeed in their area of activity [1, 2]. High service quality leads to customer loyalty ] 3 [ , higher profitability ] 4 [ and lower costs. Information on product quality is not enough to address the quality of service ] 1 [ , and finding the gap between improving domestic quality in a company and external criteria and customer requirements, and translating is a very important and complex process ] 5 [ . Quality of service is reviewed by a number of authors ] 1 , 3 , 6 8 [ . Parsuraman et al. have developed a tool called SERVQUAL to measure the service quality in organizations ] 1 [ . Railways, as one of the largest organizations providing passenger transportation services, should consider passengers requirements. Satisfaction with the service quality provided by passengers is very im...
This article investigates how reservation and ticketing, railway platform amenities, in-train-service, employee service, punctuality, safety and security in the journey determine railway passengers’ service quality. Based on psychometric scale development approaches, this research conceptualized, constructed, refined and tested a multi-item scale ‘RAILQUAL’ that examined key factors influencing railway passenger service quality. Through qualitative and quantitative studies in three phases a 18 item six dimensions ‘RAILQUAL’ model was developed, which is a measuring instrument for service quality in Indian Railway Passenger Services. To address this issue, recent advances in measurement theory to dataset were applied and compared two different modeling methods were compared namely exploratory factor analysis and confirmatory factor analysis.