Measuring Customers Satisfaction and Service Quality in Indian Railway Catering and Tourism Corporation Food Outlets: A Study of Uttar Pradesh (India)

Abstract

Service quality is one of key element in determining customer satisfaction and vice versa. Service quality is crucial source for taking competitive advantage in this world of globalization. Service Quality not only provides satisfied customers but also affects his revisiting behavior and also encourages him to promote that organization. Service quality leads to customers satisfaction and customers satisfaction increases loyalty, brand image, profitability and investment returns. But achieving customers satisfaction and service quality is not an easy task due to swinging moods of customers. Todays customers is more concerned about environment, health, culture, culinary art etc. thats why all sectors are providing customers oriented service and Indian Railway is also not an exception. Indian Railway is of the major public transport mode in India. Its large capacity, low fares, high safety and no traffic jam makes it unique and primary mode of transportation. In fact, Indian railway has fourth largest network in world and largest under single management. It has lots of benefits to society but still service quality and customers satisfaction is low as compared to other modes of transportation. For improving its service quality Indian Railway establish Indian Railway Catering and Tourism Corporation (IRCTC) for looking after its hospitality, catering and tourism business. The present research paper aims to identify customers satisfaction and service quality through gap analysis between customers expectations and perceptions visiting IRCTC food outlets with a focus of Uttar Pradesh. The questionnaire was developed using DINESERV model based on five dimensions and 29 variables.

Keywords: Service Quality, Customers Satisfaction, IRCTC, DINESERV, Food Outlets

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