Modelling User Perceived Service Quality of Indian Railway Platforms Using Structural Equation Modeling

抄録

In this era of total quality assurance, every organization should make efforts to give as much good service as possible. Indian Railway (IR) is one of the most used public transport in India and services provided at the railway platforms are as important as services provided inside the vehicle. This study only focuses on the service quality of services provided at platform no. 1 of Tiruchirappalli Junction, the second-largest junction in Tamil Nadu. Three hundred samples have been collected through a web-based survey and on-board data collection. The users' satisfaction towards various services is measured using 22 different indicators of 5 constructs and the importance of those services. An Importance-Satisfaction (IS) analysis was carried out to identify services/factors that require improvement on a priority basis. A structural equation model was developed to identify the relationship between various variables and the service quality.