Volume : V, Issue : IX, September - 2015

Service Quality in Indian Railways

Parminder Singh Dhillon

Abstract :

Starting in 1853 in a modest way Indian Railway today has grown as the largest network of transportation in the world under single management. It has 11000 trains to carry passengers in various types of trains AC/Non AC/Superfast covering a distance of 64000 route km. and touching 8000 railway stations. Service quality in running trains is a matter of great concern for Indian railway and the management is under great stress to improve service quality in running trains. Coaches of the trains welcome passengers with stinking bathrooms and unsatisfactory cleanliness. Quality of food is poor and a matter of great concern for travellers. The main goal of this research is to know the satisfaction of passengers travelling in AC coaches of train no.12716 Sachkhand superfast express running between Amritsar and Hazur Sahib Nanded about the quality of various services provided in AC coaches. The study shows that most of the passengers are not satisfied with the food quality and other services and recommendations for the improvement have been made so as to offer improved quality of services to the passengers travelling in the trains.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Parminder Singh Dhillon Service Quality in Indian Railways Indian Journal of Applied Research, Vol.5, Issue : 9 September 2015

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