Assessing the quality of the Indian Rail Services: Examining the applicability of Grönroos model for developing Railqual

dc.contributor.author	Prasad, M. Devi
dc.contributor.author	Shekhar, B. Raja
dc.date.accessioned	2022-03-27T02:12:19Z
dc.date.available	2022-03-27T02:12:19Z
dc.date.issued	2010-10-15
dc.description.abstract	The growing competition among organizations for survival in the market is making every organization towards improving their service quality. To improve service quality the measurement and its subsequent management is essential . The study evaluated the passenger Rail Service quality of Indian Railways on the basis of modified Grönroos Technical and Functional Quality model with modified attributes. This study identified the attributes to evaluate the quality of Railway Passenger Services and develops a comprehensive instrument "RAILQUAL", which can be used by the Railways for collecting feedback from passengers and then to monitor, control and improve the service quality. © 2010 IEEE.
dc.identifier.citation	Proceedings of 2010 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2010
dc.identifier.uri	10.1109/SOLI.2010.5551587
dc.identifier.uri	http://ieeexplore.ieee.org/document/5551587/
dc.identifier.uri	https://dspace.uohyd.ac.in/handle/1/4960
dc.subject	Indian Railways
dc.subject	Railqual
dc.subject	Service quality
dc.title	Assessing the quality of the Indian Rail Services: Examining the applicability of Grönroos model for developing Railqual
dc.type	Conference Proceeding. Conference Paper
dspace.entity.type

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