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Impact of service quality management (SQM) practices on Indian railways : study of South Central Railways.
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    NTL-RAIL TRANSPORTATION-Rail Planning and Policy
  • 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.

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