Importance and the Zone of Tolerance of Passengers’ Expectations of Indian Railway Passengers Services by applying RAILQUAL
Author(s)- Devi Prasad.M, Raja Shekhar.Bi
The purpose of this article is to develop and empirically test RAILQUAL instrument to evaluate passenger rail service quality. This article analyzes the relationship between the importance of attributes for service quality and tolerance zone between the desired and the minimum levels for passengers’ expectations. This article combines the literatures of service quality and rail transport quality to develop the conceptual framework and to develop Railqual. The instrument was tested on a passenger line in South Central Railway, India. Valid responses to 307 questionnaires were statistically analyzed.There are not many published studies to confirm or compare the results of the Railway Passengers service quality. The rail transport dimensions require further development and testing, particularly since the sample was drawn from single passenger line in South Central Railway, India. More development and empirical testing are required to refine this measure.Based on the Railqual dimensions and Railqual attributes the practical use of “Zone of tolerance” for identifying areas of quality shortfall and managing quality are illustrated in this paper. The empirical study, conducted with 307 railway passengers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher. Service quality and “Zones of tolerance” were identified for each dimension and attribute.Researchers in Transport Sector, Railway passengers, Railway Administration.