Service Quality in Railway Sector - An Indian Perspective. A Guide to assess the Passengers Satisfaction

      Аннотация: Service sector is the largest and fastest growing sector contributing more to the global output and employing more people than any other sector. The real reason for the growth of the service is the increase in privatization, urbanization and more demand for intermediate and final consumer services. This book reveals to what extent the availability of quality services is vital for the well being of the economy. For every organization high quality service is essential to make their business very successful. Service quality paves the way to achieve success among competing services. Most of the firm such as banks which offer almost indistinguishable service are competing within a small area, launching service quality may be the only way to differentiate oneself. Such differentiation can yield higher quality of consumer preference and hence the difference between financial success and failure. This book also states that there are ten general dimensions that represents evaluative criteria customers use to assess service quality are competence, courtesy, creditability, security, access, communication, knowing the customer, tangibility, reliability and responsiveness.

Ключевые слова: Railway, Service quality