TSM Business Review

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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.
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