Service Gap Analysis In The Light Of Southern Railways

Indian Railways is the largest railway network in Asia. Oliver (1997) argues that service quality can be described as the result from customer comparisons between their expectations about the service they will use and their perceptions about the service company. The main objective of the study is to analyse the gap between passengers expectations and perceptions. Primary data were collected by interviewing 100 passengers of Rail transport in Southern Railway with a specially prepared interview schedule. The data were analysed by using the Statistical Package for the Social Science (SPSS) software package. The researcher has applied Simple Percentage analysis, Gap analysis, Factor analysis and Correlation analysis. The result shows that the Gap analysis is positive in all the dimensions in general and is prominent in the dimensions of reliability and comfort.