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

Details

• Creators:
  Prasad, M. Devi ; Shekhar, B. Raja
• Corporate Creators:
  University of Hyderabad
• Subject/TRT Terms:
  Indian Railways Quality Of Service Railroads Railway Service Quality
• 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):
  US Transportation Collection
• Main Document Checksum:
  urn:sha256:e096c5d9454f4266c29d9a8c0925b64896080f8cbe10037906a84972002482a7
• Download URL:
  https://rosap.ntl.bts.gov/view/dot/18277/dot_18277_DS1.pdf
• File Type:
  [PDF - 159.21 KB ]