Assessing The Quality Of The Indian Rail Services : Examining The Applicability Of Gr(o)nroos Model For Developing Railqual
The growing competition among organizations for survival in the market is making every organization towards improving their service quality. To improve service quality the measurement and its subsequent management is essential. The study evaluated the passenger Rail Service quality of Indian Railways on the basis of modified Gr(o)nroos Technical and Functional Quality model with modified attributes. 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 and then to monitor, control and improve the service quality.
Railqual Service Quality Indian Railways
M. Devi Prasad Dr B. Raja Shekhar
School of Management Studies, University of Hyderabad, Hyderabad, India
国际会议
青岛
英文
161-164
2010-07-15（万方平台首次上网日期，不代表论文的发表时间）