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首页> 外文期刊>International Journal of Services and Operations Management >Customers' quality perceptions towards online railway reservation services in India: an exploratory study
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Customers' quality perceptions towards online railway reservation services in India: an exploratory study

机译：客户对印度在线铁路预订服务的质量认知：一项探索性研究

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摘要

With increased globalisation, technology is witnessing growing application and acceptance across service delivery platforms. Service organisations are using technology for improving their service quality and customer service culture by developing profitable, long-term relationships with customers (Webster, 1992; Achrol, 1997; Gounaris, 2005). Delivery of superior service quality is an important determinant of success in the service industry. An exploratory research was conducted to study customer experience of the online reservation system of the Indian railways. The purpose was to understand the customer's perception regarding technology deployment in improving services. Dimensions of the service quality model (Parasuraman et al., 1988) were used for understanding perceptions regarding the online railway reservation system. The study indicates that though the service is gaining acceptability in the country, there still exists considerable scope for improvement in customer experience with regard to the various service quality dimensions for the online reservation system. Based on the findings of the study, recommendations for improvement in various aspects of the service are stated.
机译：随着全球化的发展，技术在整个服务交付平台上的应用和接受度也在不断增长。服务组织正在使用技术，通过与客户建立有利可图的长期关系来改善其服务质量和客户服务文化（Webster，1992; Achrol，1997; Gounaris，2005）。优质服务的提供是服务行业成功的重要决定因素。进行了一项探索性研究，以研究印度铁路在线预订系统的客户体验。目的是了解客户对改进服务中的技术部署的看法。服务质量模型的维度（Parasuraman等，1988）用于理解有关在线铁路预订系统的看法。该研究表明，尽管该服务在该国已获得认可，但就在线预订系统的各种服务质量维度而言，在改善客户体验方面仍有相当大的空间。根据研究结果，提出了在服务各个方面进行改进的建议。

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