Examination of railway service quality using SERVQUAL and importance performance analysis: case studies of Vijayawada and Secunderabad Stations in India | |
| Author | Spandana, Marni Devi Sai |
| Call Number | AIT Thesis no.CM-18-33 |
| Subject(s) | Railroads--India Customer services--Quality SERVQUL Vijayawada station, India Secunderabad station, India |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Construction Engineering and Infrastructure Management, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. CM-18-33 |
| Abstract | Service quality is a main feature in any service organization he lps in convincing the customer by meeting their expectations. Service quality can be defined as a measure that how well a service is delivered to its customers by meeting their expectations and also enhances the competitiveness of any organization in terms of customer satisfaction. Customer satisfaction is defined as a function in which customer’s perceptions of performance exceed their expectations then this can be stated as good service quality. India is the second highly populated country in the world it s rapid growth of population contributes the increase in people’s travelling demands. In India, trains are the cheapest and most comfortable mode of transportation especially for long distances. This study aims to examine the service quality in Indian rai lways from passenger’s perspective especially in Vijayawada and Secunderabad stations in South Central Railway zone in India. In this study SERVQUAL model and Importance Performance Analysis are used to analyses the expectation and perception levels of the passengers towards railway services along with the importance levels of services in passenger’s opinion. The response from 210 passengers in each station was considered to evaluate the service quality gap of the service attributes and to plot the importan ce performance mapping. The results indicate that the services which are identified with low performance and high service quality gap need improvement in quality, availability of services provided by the railway operator along with availability and service of staff in both the stations. |
| Year | 2018 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. CM-18-33 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Construction Engineering and Infrastructure Management (CM) |
| Chairperson(s) | Santoso, Djoen San; |
| Examination Committee(s) | Hadikusumo, Bonaventura H.W.;Chotchai Charoenngam; |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship |
| Degree | Thesis (M.Eng.) - Asian Institute of Technology, 2018 |