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