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首页> 外文期刊>International Journal of Business and Management >Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways
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Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways

机译：服务质量管理（SQM）做法对印度铁路的影响-中央南部铁路研究

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The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing SQM (Service Quality Management) model on the basis of SERVQUAL and Rail Transport quality. Three new dimensions (Service Product, Social Responsibility and service delivery) are added to the original five SERVQUAL dimensions (i.e. assurance, empathy, reliability, responsiveness and tangibles). The instrument is tested for reliability and validity. Empirical study was conducted at Secunderabad Railway station of South Central Railway, India, using a purposive sample of 200 respondents. Valid responses from the questionnaire are statistically analyzed by using factor analysis. This research has also identified the order of importance for these eight factors, for example service delivery and social responsibility are identified as the most important and the least important factors respectively. This study would help the Railways to monitor, control and improve the service.
机译：这项研究的主要目的是提出一个框架，以协助铁路部门监控和控制向旅客提供的服务质量。该研究通过在SERVQUAL和铁路运输质量的基础上开发SQM（服务质量管理）模型来评估印度铁路的客运铁路服务质量。最初的五个SERVQUAL维度中增加了三个新维度（服务产品，社会责任和服务交付）（即保证，同理心，可靠性，响应能力和有形资产）。该仪器经过可靠性和有效性测试。在印度南部中央铁路的塞康德拉巴德火车站进行了实证研究，使用了200名受访者作为样本。使用因素分析对问卷的有效回复进行统计分析。这项研究还确定了这八个因素的重要性顺序，例如，服务提供和社会责任分别被确定为最重要和最不重要的因素。这项研究将有助于铁路部门监视，控制和改善服务。

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