RAILQUAL: a multiple item scale for evaluating railway passenger service quality and satisfaction

Abstract

It was found that leading models and instruments in the area of service quality tend to be based on exploratory factor analysis and have not been informed by advances in measurement theory, particularly co-variance-based structural equation models. The diverse nature of requirements of stake holders in railways makes it extremely difficult to decide upon what constitutes quality in railway passenger services. Hence, identification of common minimum quality items suitable for all passengers will help design the system and there by improve passenger satisfaction. To address this issue, we applied the recent advances in measurement theory to the dataset and compared two different modelling methods namely exploratory factor analysis and confirmatory factor analysis. Based on the psychometric scale development approaches, this research conceptualised, 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-dimensional 'RAILQUAL' model was developed. RAILQUAL is a measuring instrument for service quality and passenger satisfaction in Indian railways which can be applied across other railways also worldwide with some minor modifications locally.