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Asian Journal of Management
Year : 2018, Volume : 9, Issue : 1
First page : ( 113) Last page : ( 119)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2018.00017.3

A Study on Consumer Satisfaction with regards to Service Quality of Indian Railways

Sanyal Joyjit1,*, Roy Sweta2,**, Gupta Lovely Kumari3

1Asst. Professor, Deptt. of Commerce, Assam University Diphu Campus, Diphu, Karbi Anglong, Assam: 782462

2Asst. Professor, Deptt. Of Commerce, L.C.B. College, Maligaon, Guwahati

3Student, Deptt. Of Commerce, Assam University Diphu Campus, Diphu, Karbi Anglong, Assam

*Corresponding Author E-mail: joyjit50@gmail.com


Online published on 2 June, 2018.


Customer satisfaction is one of the key determinants to measure the quality of products or services and hence the Indian Railway performance. Due to the growing importance of quality in our life, customers desire to enjoy a relatively better quality of products or availing superior quality services has been increased. India is the Second highly populated country of the world and its rapid population growth also contributes to an increase of people's travelling demands. In India, trains are the cheapest and comfortable mode of travelling especially for long distances. This paper aims to investigate the passengers’ perceptions about the service quality of rail transport system in Indian Railways specifically in the North Eastern region of the country with special reference to Assam, which has a significant proportion of railway lines in the region. The Present Research study is conducted taking into mind the following broad objective: To collect the opinions of the railway passenger with regards to the Indian railways services and make an analysis of the same.



Consumer Satisfaction, Indian Railways, North Eastern Region.


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