Passengers Perception of Service Providers at Railway Platforms in India: A Comparative Analysis
Mohit Kumar Ojha1, Himani Upreti2, Rupa Khanna Malhotra3, Oshin Parasar4
1Dr. Mohit Kumar Ojha, Assistant Professor, Graphic Era Deemed to be University, Dehradun, India.
2Ms. Himani Upreti, Assistant Professor, Graphic Era Deemed to be University, Dehradun, India.
3Dr. Rupa Khanna Malhotra, Professor, Graphic Era Deemed to be University, Dehradun, India.
4Oshin Parasar, Assistant Professor, Graphic Era Hill University, Dehradun, India.
Manuscript received on 15 June 2019 | Revised Manuscript received on 25 June 2019 | Manuscript Published on 02 July 2019 | PP: 79-86 | Volume-8 Issue-4S, April 2019 | Retrieval Number: D10110484S19/19©BEIESP | DOI: 10.35940/ijeat.D1011.0484S19
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Abstract: The study is an attempt to measure satisfaction level of passengers for different platform-based amenities and service providers at railway platforms in India. The study is conducted at Allahabad Junction Railway Station, one of the busiest station in North Central Railway (NCR) Zone of Indian Railways. Study tried to compare the performance of service providers based on whether private vendor and railway operated ones. For the purpose a total of 23 amenities in five categories have been selected for the study.Diagnostic research adopting observation and survey method using questionnaire technique was used. Mean and standard deviation has been calculated to measure the level of performance of various service providers while gap analysis is used to compare their relative performance. Overall it is concluded that Book stalls, drinking water and other facilities like reservation display boards and so on provide maximum satisfaction, while, personal hygiene has least satisfaction level. Satisfaction level is high for services provided private operators as compared to those provided by Indian Railways.
Keywords: Platform-Based Amenities, Satisfaction Level, Indian Railway, Allahabad Junction, Gap Analysis.
Scope of the Article: Perception and Semantic Interpretation