Impact of service quality management (SQM) practices on Indian railways : study of South Central Railways.
Advanced Search
Select up to three search categories and corresponding keywords using the fields to the right. Refer to the Help section for more detailed instructions.

Search our Collections & Repository

For very narrow results

When looking for a specific result

Best used for discovery & interchangable words

Recommended to be used in conjunction with other fields

Dates
...

to

...
Document Data
Library
People
Clear All
...
Clear All

For additional assistance using the Custom Query please check out our Help Page

ROSA P serves as an archival repository of USDOT-published products including scientific findings, journal articles, guidelines, recommendations, or other information authored or co-authored by USDOT or funded partners. As a repository, ROSA P retains documents in their original published format to ensure public access to scientific information.
i

Impact of service quality management (SQM) practices on Indian railways : study of South Central Railways.



English
Details You May Also Like

Details:

  • Creators:
  • Corporate Creators:
    University of Hyderabad
  • Subject/TRT Terms:
  • Resource Type:
    Journal Article
  • Geographical Coverage:
    India
  • Corporate Publisher:
    Canadian Center of Science and Education
  • Abstract:
    The main objective of this study is to present a framework developed for assisting Railways to monitor and

    control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of

    Indian Railways by developing SQM (Service Quality Management) model on the basis of SERVQUAL and

    Rail Transport quality. Three new dimensions (Service Product, Social Responsibility and service delivery) are

    added to the original five SERVQUAL dimensions (i.e. assurance, empathy, reliability, responsiveness and

    tangibles). The instrument is tested for reliability and validity. Empirical study was conducted at Secunderabad

    Railway station of South Central Railway, India, using a purposive sample of 200 respondents. Valid responses

    from the questionnaire are statistically analyzed by using factor analysis. This research has also identified the

    order of importance for these eight factors, for example service delivery and social responsibility are identified

    as the most important and the least important factors respectively. This study would help the Railways to monitor,

    control and improve the service.

  • Format:
    PDF
  • Collection(s):
  • Main Document Checksum:
  • Download URL:
  • File Type:
    Filetype[PDF-159.21 KB]

You May Also Like

Checkout today's featured content at rosap.ntl.bts.gov