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Abstract
After globalization, service quality has assumed greater significance in rail transport owing to rail passengers' expectation of improved service quality in Indian Railways (IR), as well as existence of keen competition from the road transportation sector. Service quality is a business management term used to indicate achievement in service. Usually, service quality yields comfort to the passengers; it would delight them when the passengers' perception of service quality exceeds their expectations. In this context, service quality comes under the scanner of a comparison of passengers' expectation with performance of Madurai Division of Southern Railway (SR) Zone of Indian Railway. This research paper is an outcome of the present author's research project sponsored under ICSSR's Senior Fellowship.
Keywords: Service quality, Perception and expectation of service quality, Gap analysis, Dimensions of service quality, Southern railway
1. Introduction
Indian Railway (IR) is the public enterprise, owned and run by the Union Government through the Ministry of Railway. The IR is one of the world's largest public utility services in terms of the number of employees and rolling stock. For administrative convenience, IR is divided into 17 zones including Southern Railway (SR) zone; these zones are further subdivided into divisions. At present, the SR has six railway divisions such as Chennai, Madurai, Palghat, Salem, Trichy and Trivandrum. Madurai Railway Division was formed in 1856; it spans over 1,356 kilometres making it the largest railway division of SR1. At present, the Madurai division covers 11 districts in Tamil Nadu and one district in Kerala. Under the modern consumerism, rail passengers are craving for quality service from the SR/IR. The Ministry of Railway has to ponder over the service quality of SR/IR where for mass movement of men and materials, rail transport is highly suitable.
2. Review of Literature
Rajeswari and Santa Kumari (2014) investigated the passengers' perception of service quality of Indian Railway. They applied a modified SERVQUAL instrument including eight service quality dimensions. Results indicated that passengers perceived the quality of service delivered was not satisfactory.Hemant Sharma and Sonali Yadav (2013) in their paper on "Service quality improvement-An empirical study of Indian Railways" found the customers' perception of service quality with the SERVQUAL instrument in terms of five dimensions of service quality, i.e., tangibles, reliability, responsiveness, empathy,...