Abstract—This study identifies the attributes to evaluate the quality of Railway Passenger Services and develops a comprehensive instrument “RAILQUAL” on the basis of SERVQUAL and Rail Transport quality. Fuzzy set Theory has been applied to evaluate the service quality of the Indian Railways. This paper develops an analysis architecture, which consists of fuzzy measurement of S-I (Satisfaction - Importance) degree. The measurement of S-I gap with fuzzy approach is to reduce subjectivity and ambiguity of passengers’ judgment of service quality. Fuzzy logic helps in representing the vagueness of evaluators’ judgment. Using SERVQAUL methodology, the optimal fuzzy interval of gap scores is determined for each item. Fuzzy approach is a more realistic way to use linguistic assessments instead of numerical values. An empirical study is conducted using the proposed approach.
Index Terms—Indian Railways, Fuzzy logic, Railqual, Service Quality.
Devi Prasad Maruvada is Research Scholar in School of Management Studies,University of Hyderabad,India (Phone 91-40-2712585; e-mail: : email@example.com).
Dr Raja Shekhar Bellamkonda is Professor at School of Management Studies,University of Hyderaba,India (Phone: 91-40-2301363;email: firstname.lastname@example.org)
Cite: Devi Prasad Maruvada, Dr Raja Shekhar Bellamkonda, " Analyzing the Passenger Service Quality of the Indian Railways using Railqual: Examining the Applicability of Fuzzy Logic," International Journal of Innovation, Management and Technology vol. 1, no. 5, pp. 478-482, 2010.