An analysis of satisfaction of passenger services offered in premium trains in Indian Railways with reference to northern zone
by Atul Choudhary; Sanjeev Bansal; Anu Prashaant; Prashant Sharma
International Journal of Business and Globalisation (IJBG), Vol. 29, No. 2, 2021

Abstract: 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 premium trains of northern zone of Indian Railways. The present paper highlights the prominent dimensions in determining the passengers' overall perceived service quality offered by the premium trains of northern railways. The main intent of this study is to present a framework developed for assisting northern railways to monitor and control the quality of services provided to passengers of premium trains such as Rajdhani and Shatabdi Express.

Online publication date: Mon, 18-Oct-2021

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business and Globalisation (IJBG):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email