Determinants of Customer Satisfaction on Service Quality: A Study of Western Railways Rajkot Division

Abstract

In today’s competitive market scenario, organizations are rapidly building and maintaining relationships with their customers. In recent times, Indian Railways are developing advanced system and processes which are enhancing customer experience in different segment and at various levels. In India Indian Railways is monopoly business which is being run by Central Government. 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 a survey method and a structured questionnaire was deployed to collect 161 respondent’s data. The major findings of the study indicate that various factors considered, employee behavior has the maximum effect on satisfaction level of customer with Indian Railways as a whole