Abstract
Indian Railways is the largest rail network in Asia and world’s second largest under a single management. This study aims to identify the perception and expectation level of the passengers towards the service provider in Trivandrum and Ernakulum districts and to identify relative importance of service quality dimensions rated by the passengers. Descriptive research was adopted and the Multistage Area sampling was constructed by taking a series of simple random samples in various stages. A structured questionnaire developed by the researcher and primary data is collected through interview scheduling method. The overall opinion towards service provider in Ernakulum and Trivandrum districts are satisfied by the passengers. By applying the gap analysis, it shows that lowest service gap is occurred in “assurance†and “reliability†dimension and little bigger service gap is occurred in the “tangibility†dimension. The empirical investigation study is able to accomplish research objectives, by thoroughly analyzed and identified competitive position of railways strengths and weaknesses among the passengers.
Highlights
Railway is being more energy efficient mode of transport, which are ideally suited for movement of bulk commodities and for long distance travel
The Indian Railways has realized that the mantra for making profit is customer satisfaction through higher service quality
This study reveals the measurement of service quality and service gap analysis in Kerala railways with special reference to Trivandrum and Ernakulam districts
Summary
Railway is being more energy efficient mode of transport, which are ideally suited for movement of bulk commodities and for long distance travel. Indian Railways is the largest rail network in Asia and world’s second largest under a single management. It is the second largest employer in the world after the China Military.It runs 11,000 trains everyday, including 7,000 passenger trains. The Indian Railways has realized that the mantra for making profit is customer satisfaction through higher service quality. Indian railways considered the fact that they have clearly understood the need of their customers like reduction in fares and travel time, introduction of new trains, garage conversion, provision of basic amenities, special up gradation schemes, on-line booking, etc. All 'A' and 'B' category stations will to be made as model stations. The i-ticket and c-ticket will be brought through Rail Travel Service Agents and 800 more UTS centers to be opened
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