Determinants of Customer Satisfaction on Service Quality: A Study of Railway Platforms in India

Document Type

Journal Article

Publication Date


Subject Area

planning - service quality, mode - rail


service quality, customer satisfaction, Indian Railways


Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at railway platforms. The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality. The research methodology is empirical, and a survey of passengers (customers) was conducted. The findings reveal that five factors are considered important for determining satisfaction with railway platforms, the most important of which are refreshments and behavioral factors. Managerial and theoretical implications are drawn and discussed in the paper, and a model is proposed.