Determinants of Customer Satisfaction on Service Quality: A Study of Railway Platforms in India

Abstract

Abstract

Journey towards World Class Stations: An Assessment of Platform Amenities at Allahabad Junction

“…Appropriate and timely information is what passengers expect from railways, and information emerged as an important predictor of passenger satisfaction in earlier studies (e.g., Cavana, Corbett, and Lo 2007;Rahman and Rahman 2009;Geetika and Nandan 2010;Swami and Parida 2015).…”

“…Gupta and Dutta (2012) took the case of Howrah Junction and prioritized reduction in waiting time, upgrading of security systems, upgrading of travel-associated facilities, improvement in passenger amenities, improvement in accessibility, and enhancement of information availability as the physical and functional requirements of passengers. Geetika and Nandan (2010) identified 16 parameters for measuring the passenger satisfaction level with services at platforms in a study of Allahabad Junction that were further grouped into 5 factors-refreshment, behavior, information system efficiency, basic facility, and security. Of these, quality of refreshment and behavior of staff were found to be the most significant predictors.…”

“…Findings showed that the quality and affordability of refreshments at Allahabad Junction are in Improvement zone (MS-HI) in the service quality performance matrix, thus causing dissatisfaction. Refreshments aid in the mitigation of the discomfort of passengers waiting at platforms (Geetika and Nandan 2010). Indian Railways should offer refreshment stalls and conduct surprise visits and inspections for continuous evaluation of service performance, including quality and price of refreshments offered by vendors.…”

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

“…De Ona, De Ona, Eboli, & Mazzulla, 2015;Cavana, Corbett, & Lo, 2007;Prasad & Shekhar, 2010;Irfan, Kee, & Shahbaz, 2012). Some researchers (Brons, Givoni, & Rietveld, 2009;Rahaman & Rahaman, 2009;Geetika & Shefali, 2010;Chou, Kim, Kuo, & Ou, 2011;Eboli & Mazzulla, 2012) also focussed on examining the relationship between service quality and customer satisfaction. Despite these, the theories, concepts and practices developed in other countries may not necessarily be applicable to Indonesia, specifically Jakarta.…”

Modeling Commuter Preferences for the Proposed Bus Rapid Transit in Dar-es-Salaam

“…The concept of service quality has been extensively applied to public transit systems and may be defined as customer perception of how well a service meets or exceeds their expectations (Geetika and Nandan 2010). Service quality can be measured in terms of customer percep-tion, customer expectation, customer satisfaction, and customer attitude.…”