文章基本信息

标题：Development of Railqual:A　Service Quality Scale for Measuring Indian Railway Passenger
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作者：M. Devi Prasad M. Devi Prasad M. Devi Prasad ; B. Raja Shekhar
期刊名称：Management Science and Engineering
印刷版ISSN：1913-0341
电子版ISSN：1913-035X
出版年度：2010
卷号：4
期号：3
页码：87-94
DOI：10.3968/j.mse.1913035X20100403.009
语种：English
出版社：Canadian Research & Development Center of Sciences and Cultures
摘要：The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing RAILQUAL instrument on the basis of SERVQUAL and Rail Transport quality. Three new transport dimensions (comfort, security and convenience) are added to the original five SERVQUAL dimensions (i.e. assurance, empathy, reliability, responsiveness and tangibles). The instrument is tested for reliability and validity. Empirical study was conducted at Secunderabad Railway station of South Central Railway, India, using a purposive sample of 100 respondents. Valid responses from the questionnaire are statistically analyzed by using factor analysis. This study identified the attributes to evaluate the quality of Railway Passenger Services and develops a comprehensive instrument “RAILQUAL”, which can be used by the Railways for collecting feedback from passengers. This study would help the Railways to monitor, control and improve the service. It can also be used as a tool for comparing the performance of various Railway Zones and Divisions across the country.Keywords: Railqual; Service Quality; Indian Railways
其他摘要：The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing RAILQUAL instrument on the basis of SERVQUAL and Rail Transport quality. Three new transport dimensions (comfort, security and convenience) are added to the original five SERVQUAL dimensions (i.e. assurance, empathy, reliability, responsiveness and tangibles). The instrument is tested for reliability and validity. Empirical study was conducted at Secunderabad Railway station of South Central Railway, India, using a purposive sample of 100 respondents. Valid responses from the questionnaire are statistically analyzed by using factor analysis. This study identified the attributes to evaluate the quality of Railway Passenger Services and develops a comprehensive instrument “RAILQUAL”, which can be used by the Railways for collecting feedback from passengers. This study would help the Railways to monitor, control and improve the service. It can also be used as a tool for comparing the performance of various Railway Zones and Divisions across the country.
关键词：Railqual;Service Quality;Indian Railways