Abstract—This article investigates how reservation and ticketing, railway platform amenities, in-train-service, employee service, punctuality, safety and security in the journey determine railway passengers’ service quality. Based on psychometric scale development approaches, this research conceptualized, constructed, refined and tested a multi-item scale ‘RAILQUAL’ that examined key factors influencing railway passenger service quality. Through qualitative and quantitative studies in three phases a 18 item six dimensions 'RAILQUAL’ model was developed, which is a measuring instrument for service quality in Indian Railway Passenger Services. To address this issue, recent advances in measurement theory to dataset were applied and compared two different modeling methods were compared namely exploratory factor analysis and confirmatory factor analysis.
Index Terms—Service quality, Indian railways, RAILQUAL,structural equation modeling.
All the authors are with the School of Management Studies, University of Hyderabad, India. (e-mail: firstname.lastname@example.org;email@example.com).
Cite: Devi Prasad Maruvada and Raja Shekhar Bellamkonda, "The Effects of Individual Dimensions of Railway Service Quality: Findings from Indian Railway Passenger Services through Developing RAILQUAL," International Journal of Innovation, Management and Technology vol. 3, no. 1, pp. 42-45, 2012.