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A Study on Behavioural Dimension of Services in Delhi Metro: An Empirical Analysis

Journal of IMS Group

Volume 13 Issue 2

Published: 2016
Author(s) Name: Govind Nath Srivastava | Author(s) Affiliation: Doctoral Research Scholar, Banasthali University, Vanasthali, Rajasthan, India.
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Abstract

Behavioural dimension of the services has very prominent impact over customer satisfaction. Service industry is people centric and human element plays a critical and significant role in determining the success of service organization. Most of the successful service organization position themselves based on the people differentiation as it offers sustainable competitive advantage, which can not be imitated. The present paper analyzes the behavioral dimension of the services of Delhi Metro Rail Corporation based on the dimension of the service quality such as reliability and responsiveness. In this study, total 1015 respondents were taken for the study and the data was analysed by SPSS 20 statistical software. The data was processed by descriptive analysis and correlation. This study is part of the comprehensive study which was conducted for measuring the satisfaction level of commuters of Delhi Metro. The study reveals that there is significant impact of behavioral dimension on the passengers satisfaction and commuters value the responsiveness, assurance, empathy and reliability shown by the employees.

Keywords: SERVQUAL, Perceived Value, Service Quality, Quality Dimension.

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