Rail Transportation. A View of Service Quality and Passengers' Satisfaction

      Аннотация: The book's main emphasis is on improving access to mobility and providing valuable and effective transportation options for the populace to alleviate hardship where customer-centricity or happiness is at its peak. Customers have hazy expectations when they expect a service provider to solve a problem but are unsure how to do so. Therefore, customers' assessments of service quality will be unsatisfactory unless they have clear expectations of what is required to address the situation at hand.

Ключевые слова: rail transportation, service quality, Passengers' Satisfaction