Assessing the quality of the Indian Rail Services: Examining the applicability of Grönroos model for developing Railqual

The growing competition among organizations for survival in the market is making every organization towards improving their service quality. To improve service quality the measurement and its subsequent management is essential. The study evaluated the passenger Rail Service quality of Indian Railways on the basis of modified Grönroos Technical and Functional Quality model with modified attributes. This study identified the attributes to evaluate the quality of Railway Passenger Services and develops a comprehensive instrument “RAILQUAL”, which can be used by the Railways for collecting feedback from passengers and then to monitor, control and improve the service quality.