Measuring Commuters’ Satisfaction: The Case of Railway Passengers in Bangladesh (original) (raw)
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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...
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