An Impact of Recent Technological Reforms in Indian Railways on its Revenue and Its Influence on the Passenger Satisfaction in Terms of Service
Atul Choudhary1, Sanjeev Bansal2, Prashant Sharma3, Anu Prashaant4
1Atul Choudhary, Research Scholar, Amity Business School, Amity University, Noida (Uttar Pradesh), Inida.
2Dr. Sanjeev Bansal, Amity University, (Uttar Pradesh), India.
3Dr. Prashant Sharma, Jaipuria Institute of Management, Jaipur (Rajasthan), India.
4Dr. Anu Prashaant, Amity University, (Uttar Pradesh), India.
Manuscript received on 10 December 2018 | Revised Manuscript received on 17 December 2018 | Manuscript Published on 30 December 2018 | PP: 90-95 | Volume-8 Issue- 2S December 2018 | Retrieval Number: BS2684128218/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open-access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: An objective of this study is to find an impact of recent technological reforms in Indian Railways on its revenue and its influence on the passenger satisfaction in terms of service. Quality of customer service in Indian Railways has a significant role on the Passengers’ Satisfaction. Railways could draw higher economic benefits from its operations by improving its service quality. Various studies have pronounced many dimensions concerning about the Passengers’ satisfaction of Indian Railways. Below mentioned are the Five dimensions of Service Quality under SERVQUAL model which are taken in this research paper. Reliability, Responsiveness, Tangibility, Assurance and Empathy.
Keywords: Indian Railways, Rail Commuters, Technological Reforms, Revenue Generation, Service Quality.
Scope of the Article: Fuzzy Logic