Upshot of ICT in Indian Railways on Passenger Satisfaction- Using Railqual

Abstract

Indian Railways one information and communication technology platform (IR-OneICT) is a strategic project of Indian Government with aims of achieving enhanced customer satisfaction, safe and proficient processes resulting in increased revenues. This paper describes about the passenger satisfaction on the quality service provided by the railway department(RAILQUAL). The quality of service are provided by means of Information Communcation Technology (ICT) such as ticket booking, pnr status, query handling, informed train delay, trains status, etc.by railway department are measured. This study is to identify the satisfaction of passengers performance of the Indian Railways using ICT. The study area covers passengers of different occupations who travelling frequently in Tiruchi railway station. The primary data were collected from 155 repondents to assess the quality of service using RAILQUAL instrument. The data were collected by interview method and interpreted using percentage analysis and factor analysis. It is found that the respondents are fairly satisfied with the quality service offered by the railway department(RAILQUAL) through ICT. The improvisation in query handling by railway department through ICT function, to make passengers more satisfied with the service.