An impact of recent technological reforms in Indian railways on its revenue and its influence on the passenger satisfaction in terms of service

Abstract

An objective of this study is to find an impact of recent technological reforms in Indian Railways on its revenue and its influence on the passenger satisfaction in terms of service. Quality of customer service in Indian Railways has a significant role on the Passengers’ Satisfaction. Railways could draw higher economic benefits from its operations by improving its service quality. Various studies have pronounced many dimensions concerning about the Passengers’ satisfaction of Indian Railways. Below mentioned are the Five dimensions of Service Quality under SERVQUAL model which are taken in this research paper. Reliability, Responsiveness, Tangibility, Assurance and Empathy.