Service Quality of Southern Railways using RAILQUAL model

Transport is an important infrastructure in the economy of India. It assumes a greater role in developing countries since all the sectors of the development are closely dependent upon the existence of suitable transportation network. India’s transport industry has been organized with a mixed pattern of public and private sector ownership. The evident economic growth in India over the last two decades has increased demand for all transport services, particularly land transport through road and rail. The development of railways is one of the landmarks in the progress of human civilization. Indian railways, a historical legacy, is a vital force in Indian economy. Public transportation systems provide the most efficient means for moving large number of people, especially in density populated rural and urban centers in a vast country like India. For this reason, providing services characterized by high levels of quality is very important in order to customize the users of the services and attract new users.