Public Transportation and Customer Satisfaction: The Case of Indian Railways

In today's competitive market scenario, organizations increasingly understand the importance of building and effectively managing the relationship with its customers. For building and maintaining a healthy relationship with the customer, organizations need to understand and meet the expectations of its customer. The organizations today should aim not only at satisfying the customer but should also focus on delighting him. Thus it has become imperative for organizations to identify parameters that cause customer satisfaction or dissatisfaction and consciously measure them so as to try and bring about the necessary changes on the basis of customer perceptions. The present study has been undertaken to find the factors related to Indian Railway services that have an impact on customer satisfaction. The study was conducted using the survey method. Data was collected through a structured questionnaire from a sample of 500. Factor and regression analysis was used to analyse the data and identify the effect of customers' perception about the quality of performance of various factors on customer satisfaction. The major findings of the study depict that out of the various factors considered, employee behaviour has the maximum effect on satisfaction level of customers with Indian Railways as a whole.