Effects of Demographic Variables on Railway Passenger Service Quality: Finding from Indian Railway Passenger Service through Rail Qual

Abstract

Starting with theoretical background, the paper outlines the results of a study conducted on Railway passengers to obtain a perspective on the quality of Railway passenger services. Based on the literature review followed by pilot study, railway passengers’ requirements and design characteristics were identified to develop RAILQUAL model based on SERVQUAL model using exploratory analysis and confirmatory factor analysis with Structural equation Modelling approach. Following this the study proposes and tests a conceptual framework of the relationships between RAILQUAL study variables and demographic variables using Multi Analysis of Variance (MANOVA)
Keywords: Indian Railways, Passengers Service Quality, Railqual.