Service Quality and Passenger Satisfaction of Indian Railway: A Case Study of Service Offered by The Indian Railway in Nagda Junction of Western Railway Zone

Indian railways or railway transport may be a necessary a part of Indian transport. It’s appropriate for the all (upper, middle, lower) category peoples as a result of honest is moderate comparison to different transport. A study of the service quality address traveler issues a lot of effectively and at a similar time it also effectively monitor the creation and maintenance of a decent quality services. By using convenience sampling a survey of 100 passengers of Indian Railway in was administrated using a structured form. Customer satisfaction and retention is one in all the key determinants to measure the quality of services and therefore the Indian Railway performance. India is that the Second highly populated country of the planet and its fast growth also contributes to a rise of people’s travel demands. In Indian traveler trains is that the most cost-effective and comfy mode of travel. This thesis aims to analyze the passenger’s perceptions regarding the service quality of trains and Nagda Junction of Western Railway zone in Indian Railway. A modified SERVQUAL instrument using this thesis as well as 5 service qualities constructs Tangible, Responsiveness, Assurance, Reliability and Empathy to measure the passenger’s perceptions regarding the service quality of Nagda Junction of Western Railway zone in Indian Railway. 100 respondents were chosen and these respondents were frequent railway somebody on these routes. Results indicate that passengers understand that quality of service delivered to them is not satisfactory of Nagda Junction of Western Railway zone in Indian Railway.