Ilkogretim Online - Elementary Education Online, 2021; Vol 20 (Issue 2): pp.

2793-2805
[Link]
doi: 10.17051/ilkonline.2021.02.297

The Critical Evaluation Of Railway Station Service

Quality In India
Dr. Mohit Kumar Ojha Department of Commerce, Graphic Era Deemed to be University,
[Link]@[Link]

Dr. Mayank Pant Associate Professor, School of Management, Graphic Era Hill University,
Dehradun.

ABSTRACT
The impression that passengers have of the entire train ride can frequently be gauged by the
quality of service they receive on the station. We recommend taking public transit wherever
possible, but understand that it is not always convenient. The success of public
transportation depends on attracting more passengers, so satisfying those passengers is
essential. The present research was based on the Indian Railways system in order to evaluate
the current condition of railway platforms in India. This research was carried out at
Dehradun Junction Railway Station, one of the most important in the Northern Railway Zone
of the Indian Railways and a major transit hub for visitors heading to other parts of
Uttarakhand and Himachal Pradesh. This research examines the quality of the services and
amenities offered to travelers at Dehradun Junction.

Keywords: quality of service, public transportation, Indian Railways, Dehradun Junction and
Northern Railway Zone.

1. INTRODUCTION
The Indian Railways is the lifeblood of the country's transportation network, and as such,
they are crucial to the growth of the Indian economy. Platforms are essential components of
the railway system, as passengers spend a significant amount of time there while taking
advantage of services such as ATMs, restrooms, snack stands, waiting rooms, and so on.
Therefore, it is crucial that websites generate a relaxing atmosphere for visitors. The
impression that passengers have of the entire train ride can frequently be gauged by the
quality of service they receive on the station. This research was conducted on Indian
Railways in order to evaluate the current state of railway platforms in India and determine
what improvements are necessary to bring them up to "World Class Station" standards.
Dehradun Junction Railway Station, one of the most important Junction stations in the
Northern Railway Zone of the Indian Railways, is the site of the research. In addition to being
2793 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
the second-busiest railhead in Uttarakhand (after Haridwar), this city is often seen as the
starting point for excursions to other parts of the state and even neighboring Himachal
Pradesh. This research examines the amenities and services offered to travelers at Dehradun
Junction Railway Station from the perspective of the passengers who use those services. The
study is timely because the State Government and the Ministry of Railways have been
working for a long time to relocate the Dehradun Junction Railway Station from the city's
central market to the neighboring district of Harrawala. This relocation is set to begin in
November 2019. The passengers are anticipating a rise in the quality of the amenities and
services offered as a result of this renovation. This factor inspires this study, which seeks to
assess the current state of amenities on railway platforms and the passengers' level of
satisfaction with them.

2. LITERATURE REVIEW
Many studies have been done in various industries to measure customer happiness and
service quality. According to TCRP Report 100 (TCRP Report 100, Part 3, Chapter 1), the
degree of service shows how passengers perceive the effectiveness of the transportation
system. A model called SERVQUAL, developed by Parasuraman et al. (1988), has been widely
used for evaluating service quality in numerous research (Gupta and Datta, 2012). Some
other models that scholars have used are QUALBUS by Perezet al. (2007) (as reported by
Kian, Latiff & Fong (2012)) and E-S-QUAL (Parasuraman et al., 2005). It is important to note,
however, that clients have varying needs and expectations when it comes to service
(Hirmukhe, 2012; Gupta & Datta, 2012; Agyapong, 2011). Like Customer satisfaction has
been linked to service quality by Kian, Latiff, and Fong (2012), who looked at the relationship
between these characteristics and customer satisfaction. Satisfaction is linked to tangible,
reliable, responsive and empathic attributes but not significantly to certainty (Kian, Latiff &
Fong, 2012).
The dimensions of service quality were technical, functional, and reputational excellence
(Gronoos, 1884). A study by Givoni & Rietveld (2007) examines how passengers feel about
a train trip's start and end points, as well as how they feel about the train ride itself. It was
found that customers were most satisfied with the ease of purchasing tickets, the
information on train schedules and platforms and your personal security in the station, while
they were least satisfied with the availability of parking facilities and the calibre of facilities
and services (Survey on Passenger Satisfaction with Rail Services, 2011).
A wide range of factors were considered by Gupta & Datta (2012), including accessibility,
wait times and information accessibility for passengers, as well as passenger comforts and
security. Customer dissatisfaction was greatest in the areas of wait time, security, and travel-
related facilities, according to the report. According to Geetika & Nandan (2010), the most
important elements in customer contentment are the quality of the refreshments and the

2794 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
demeanor of the employees. Parasuraman et al. (2005) developed a model to measure the
quality of electronic services using a 22-item E-S-QUAL scale that has four dimensions:
efficiency; fulfilment; delivery; and privacy. The 11-item E RecS-QUAL measure was
developed for clients who are not routine. Response, recompense, and contact are all aspects
of it.
Further, to find out what causes people to be satisfied or dissatisfied, a number of research
have been carried out recently. These studies have been dubbed satisfiers and dissatisfiers
and the earliest one dates back to the work of Swan and Combs (1976) in the field of
consumer behavior (as cited by Johnston, 1995). There are two types of determinants:
expressive (the product's psychological performance) and instrumental (the product's
utility) (performance of physical product). The consumer must be satisfied if both of these
conditions are met. Customers' long-term service experiences have been shown to have an
impact on aspects of service quality, such as expectations for service assurance, perceptions
of reliability and responsiveness, and the quality gap in service assurance (Urban, 2010).

Additional research has been done on platform facilities at Allahabad Junction railway
station by Geetika et al. (2016). They concluded that passengers were most dissatisfied with
the cleanliness, hygiene, and security of the station. Passengers’ satisfaction at the Kanpur
Central Railway Station in India was studied by Ghosh et al. (2017), who built a model to
measure customer satisfaction based on service quality parameters. At the Allahabad
Junction Railway Station of Indian Railways, Ojha (2020) conducted a study on platform-
based facilities to assess passengers' awareness, usage and satisfaction levels with amenities
given on Indian Railway platforms. Various service providers at Allahabad Junction Railway
Station have been grouped into five primary categories: food and beverages, hygiene &
sanitation, information system, waiting arrangements & accessibility, and additional
facilities. Overall, the study found that the Indian Railways' largest challenge is to provide a
hygienic environment, since hygiene and sanitation earned the least positive response.

There are several aspects that are vital to consider while establishing a model platform and
making passengers happy, according to the literature review. Table 1 summarizes these
elements. It has been grouped according to the elements that have been identified relevant
by different authors for different countries in the literature review.

Table 1: Summary of Factors for Model Platform

Country
Factors Author(s)/Report
Context
Services at • Philippines Doi et al.(2003), Kido (2005), Geetika and
Stations • Japan Nandan (2010), Faiz, Maleki and Zargar

2795 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
 • Indian Railway (2010), The Gallup Organization (March,
• Iran Railway 2011), Gupta and Datta (2012), Dash, Dash
• EU and Pradhan (2012), Vishnuvarthani and
Selvaraj (2012; 2013); Geetika et al. (2016);
Ghosh et al. (2017), Ojha (2020)
TCRP Report 100 (2003), Doi et al.(2003),
• USA Kido (2005), Geetika and Nandan (2010), The
• Philippines Gallup Organization (March, 2011), Gupta
Safety &
• Japan and Datta (2012), Dash, Dash and Pradhan
Security
• Indian Railway (2012), Vishnuvarthani and Selvaraj (2012;
• EU 2013); Geetika et al. (2016); Ghosh et al.
(2017), Ojha (2020)
• Philippines Doi et al.(2003), The Gallup Organization
• EU (March, 2011), Gupta and Datta (2012),
Accessibility
• Indian Railway Hanna and Kaufmann (2014); Geetika et al.
• USA (2016); Ghosh et al. (2017), Ojha (2020)
Kido (2005), Geetika and Nandan (2010), The
Gallup Organization (March, 2011), Gupta
• Japan
Information and Datta (2012), Dash, Dash and Pradhan
• Indian Railway
System (2012), Vishnuvarthani and Selvaraj (2012;
• EU
2013); Geetika et al. (2016); Ghosh et al.
(2017), Ojha (2020)
Maintenance • USA
TCRP Report 100 (2003), Kido (2005), The
& • Japan
Gallup Organization (March, 2011)
Construction • EU
Geetika and Nandan (2010), Faiz, Maleki and
Behavior of • Indian Railway
Zargar (2010), Dash, Dash and Pradhan
Staff • Iran Railway
(2012), Ojha (2020)
Complain
• EU The Gallup Organization (March, 2011),
Handling
• Indian Railway Vishnuvarthani and Selvaraj (2012) (2013)
Mechanism
Transit • USA
TCRP Report 100 (2003), Doi et al.(2003)
Services • Philippines
• USA
Travel Time TCRP Report 100 (2003), Doi et al.(2003)
• Philippines

The research makes it clear that the availability and calibre of various amenities at platforms
have a significant role in determining passenger pleasure. The goal of the current study is to
2796 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
gauge how satisfied passengers are with the various amenities offered at railroad platforms.
The goal of the article is to evaluate passenger knowledge, utilisation, and happiness in order
to determine the critical amenities that ought to be offered at train platforms.

3. METHODS
The study's goal is to determine how satisfied passengers are with the facilities found on
railway platforms. The study combines survey method and observation method (Singh and
Kumar, 2014) for fulfillment of objective. All four platforms of Dehradun Junction were
inspected during the current study to see how the various facilities were doing. Primary data
were gathered using the questionnaire method (Goel, Ghosh, Ojha and Shukla, 2017; Ghosh,
Goel and Ojha, 2018).

4. DISCUSSION
For each of the five study categories, the average passenger satisfaction level (depending on
service provider) is calculated, and composite mean values are also calculated for each of the
five study categories. The standard deviation (SD) is calculated to determine how consistent
the utilities are in providing passengers with a positive experience. The investigation has
been broken down into three phases. The first step was to assess customer satisfaction with
various aspects of service quality throughout the utilities sector. The respondent's gender
was taken into account in the second stage of the analysis, and the respondent's age was taken
into consideration in the third stage of the analysis of utility category-wise satisfaction.

4.2 Satisfaction Level for Individual Service Quality Aspect

Overall the satisfaction level from all the service quality aspects have been shown in the Table
2 and it can be conclude that overall, passengers’ are somewhat dissatisfied with the services
of Dehradun Junction Railway station as overall, there mean satisfaction score is just 2.87out
of 5 in 5 point rating scale, which clearly indicate that satisfaction level is on a lower side.
Further, overall standard deviation is also on a higher side (0.88) elucidating the fact that
there are high variation in level of service delivery at platforms of Dehradun Junction.
In case of food and beverage services, the provision of free and potable drinking water
provides the highest level of satisfaction to passengers, according to a study that analyzed
quality features on the basis of utility category. The availability of food and beverages and the
quality of the food provided are also important factors of service quality, with mean
satisfaction scores of 3.87 and 3.45, respectively. With a mean satisfaction score of just 2.54,
hygiene at and around food stalls is the service quality aspect with the lowest satisfaction
rating. Affordability of eatables and the accessibility of food stalls, two other service quality
aspects within this category, have both recorded mean satisfaction scores less than 3. (on a 5
point scale, 3 being considered as average). There are numerous reasons for the poor

2797 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
accessibility of food and beverage vendors, but one of the most important is that they tend to
be clustered in one area rather than being distributed uniformly around a platform, as is
required for a railroad. There aren't many food booths on platform no. 4 at Dehradun Junction
Railway Station, which may be due to the fact that no trains stop there on their route to other
destinations; as a result, there aren't any trains that just stop at Dehradun. As a result,
authorities may conclude that the last platform's food kiosk is unnecessary because no
passengers will be there for an extended period of time. The railway authorities should take
heed of passengers' concerns about the affordability of food, as it reveals that merchants
charge clients unclear pricing.
When it comes to service quality in the food and beverage area, the provision of free and
potable drinking water has once again scored well with a standard deviation of just 0.62,
indicating a consistent level of service delivery. With a standard deviation of 0.99 and 0.91,
the availability of food and beverage stalls and hygiene in and around food stalls are the worst.
Therefore, it can be stated that water points and the placement of potable drinking water
provide maximum passenger satisfaction while maintaining a consistently high quality of
service.
As a general rule, the variety of books and periodicals available at book stalls regularly
provides passengers with a high level of satisfaction (mean satisfaction score of 3.89). As a
measure of overall service quality, it has the lowest standard deviation (-0.68) in the industry.
Since passengers are so pleased with this service, it may be concluded that it falls under the
book stall category. We may deduce from the worst performer in this category that
passengers are dissatisfied with the ease of access to book stalls because the mean
satisfaction score was only 2.61 while the standard deviation was significantly large (0.86).
Even book stalls tend to congregate in one location, which makes it difficult to distribute them
uniformly around the platform. Dehradun Junction Railway Station platform number 4 has no
book stalls, and the reason is the same as platform number 3 and 4: the railway authority
doesn't believe that book shops on the fourth platform are worthwhile. While price and
availability of a bookstall received average ratings of 3.41 and 3.24 respectively, these two
criteria fared better than expected. Because most bookstalls are located outside of railway
station grounds, travellers may have difficulty accessing them. This could explain the large
standard deviation around the mean for the availability of book stalls (0.95) in the study.
There is a 3.64 average satisfaction rating for the service quality of washrooms when it comes
to personal hygiene in the category. It also goes without saying that public restrooms and
other hygienic facilities are essential in any community worth its salt. As a result, passengers
have expressed discontent with all aspects in this category, and this is the main problem here.
Cleaning and hygiene supply in the bathroom (such as the placement of soap, handwashing,
sanitizer, a trashcan and mugs) received the weakest mean score of all service quality
categories. Shows the dismal state of the washrooms at Dehradun Junction's platform. The

2798 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
overall standard deviation for this category is on the high side, showing the category's
variable performance. This raises serious concerns about the lack of upkeep and the quality
of service provided by railroads and its vendors for one of humanity's most fundamental
needs.
The reservation display board has the greatest mean satisfaction level (3.69) in the category
of basic platform amenities, followed by the platform display board (3.45). Reservation
counters have the highest deviation (1.43) and the lowest degree of customer satisfaction
(1.54). One possible explanation for this is that the reservation counters are located in
separate buildings outside of the station. Waiting rooms (seating chairs) have also scored
below average in terms of customer satisfaction, with mean scores of 2.45, 2.81, and 2.85,
respectively. Escalators' poor performance could be due to their location at the entrance to
the railway station, which is frequently under maintenance. The concourse (meeting point)
at Dehradun Junction is disorganized, which contributes to the poor performance of the
waiting room (seating chairs). Platform displays with high mean satisfaction scores and low
standard deviations are clearly the most popular in this category, as can be deduced from the
data.
Study concludes that passengers are satisfied with the performance of all service quality
aspects except the accessibility of STD/PCO booths and ATMs (mean score of 1.27) because
these are located in the outer premises of the railway station and further in the immediate
vicinity of the station there are only a few ATMs. With a mean score of 3.57, passengers are
pleased with the performance of their phone and banking services.

Table 2: Satisfaction Level for Individual Service Quality Aspects

Standar
S. Utility d
Service Quality Aspect Mean
No. Category Deviatio
n
Availability 3.87 0.99
Affordability 2.69 0.85
Quality 3.45 0.71
Food and
1 Accessibility 2.83 0.91
Beverages
Cleanliness 2.54 0.81
Provision of Free and Potable
4.22 0.62
Drinking Water
Availability of Books and Magazines 3.24 0.95
Affordability 3.41 0.79
2 Book Stalls
Accessibility 2.61 0.86
Variety 3.89 0.68
2799 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
 Availability of washrooms 3.64 1.01
Cleanliness inside and around
Personal 1.45 0.98
3 washrooms
Hygiene
Hygiene provisions in washrooms 1.62 0.84
Accessibility of washrooms 2.64 1.09
Waiting Hall (Seating Chairs) 2.62 0.89
May I Help You 2.85 0.65
Platform Display 3.45 0.79
Basic Platform
4 Reservation Counter 1.54 1.43
Amenities
Reservation Display Board 3.69 0.92
Escalator 2.45 0.99
Cloak room 2.81 0.96
Availability PCO/STD/ISD/Internet 2.97 0.81
Communication Availability ATMs 2.55 0.77
5
& Banking Accessibility STD Booths and ATMs 1.27 1.06
Functioning of STD Booths and ATMs 3.57 0.68
Overall Satisfaction Level 2.87 0.88

4.3 Satisfaction Level on the Basis of Gender

Table 3 shows that overall satisfaction is higher in males (3.25) than in females (2.25) when
it comes to gender categorization (3.07). As a group, men outperform women across the
board when it comes to overall levels of contentment. When it comes to food and drink, males
are more satisfied than females, and this could be because they are less concerned about
quality and hygiene, which is normally a major issue for women. Besides this, there may be
another reason why women aren't able to go out to eat since they have to take care of their
things and children at the same time. As a result, moving all of the goods is a difficult task for
them.
Males are more satisfied with the utility of book booths than females (3.60) in this area (2.96).
Males are likely to be happier since they are more likely to purchase newspapers and
magazines from the stall, and as a result, they use the service more frequently than females.
Both males and females have expressed dissatisfaction with personal hygiene as a utility
category, however males are slightly less dissatisfied than females. As a rule, women are more
conscientious about personal hygiene and cleanliness than men are, and this is one of the
main reasons why women avoid using public restrooms. Female relics are unable to use
restrooms because of the unsanitary conditions and lack of basic amenities like hand
sanitizer, hand wash, dustbins, and the like.
Men are more satisfied (2.97) than women are (2.57) with the basic amenities on the railway
platform. There are many different types of facilities in this category, such as reservation
2800 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
counters, reservation displays on the platform, escalators, and so on With family travel, males
tend to be given the role of checking reservation status, train status, platform status, etc. using
their mobile phones. They aren't really worried about these amenities. This utility's primary
source of criticism came from passengers' concerns regarding escalators. Males have a higher
level of satisfaction with communication and banking usefulness than females (2.85) (2.33).
Customers don't like that the facility is outside of station grounds and hence difficult for
travelers to access.

Table 3: Satisfaction Level: Utility Category and Gender Wise

Utility Category Male Female
Food & Beverage Mean 3.48 3.06
Book Stall Mean 3.60 2.98
Personal Hygiene Mean 2.62 2.06
Basic Facilities on Platform Mean 2.97 2.57
Communication & Banking Mean 2.85 2.33
Overall Satisfaction level Mean 3.25 3.07

4.4 Satisfaction Level on the Basis of Age

Results from an age group analysis show that passengers under the age of 25 are
comparatively more satisfied with the services provided at the station, followed by those
between the ages of 40 and 55 (2.88). Passengers in all age groups are on average satisfied
with the service quality features of food and beverages, according to the utility category's
satisfaction rating. Age groups 40-55 (3.38) and 25-40 (3.24) have the highest levels of
satisfaction in this area, although there is no significant difference in levels of satisfaction
between them. Those in the 25-40-year-old age range are the most satisfied with book stalls,
followed by those in the under-25-year-old age range (3.62), according to the results of this
survey (3.41). This may be due to the fact that these individuals like to read when on the road.
Furthermore, because book stores are clustered in one location, it is difficult for the elderly
to move around in search of books, as evidenced by the fact that those over the age of 55 have
the lowest levels of satisfaction of any age group (3.01). These booths need to be evenly
distributed among the platforms, taking into account the age of the audience. It can be
concluded that passengers of all ages are dissatisfied with the personal hygiene facilities
supplied over there, as the mean satisfaction level for all age groups is less than 3. Passengers
over the age of 55 have the lowest levels of satisfaction with the onboard amenities, with a
mean satisfaction score of 2.11 out of 5. Maybe that's why the mean satisfaction score has
dropped from 2.82 to 2.11 as people get older and more concerned about their health and
cleanliness.

2801 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
Passengers over the age of 55 are the least satisfied with basic platform facilities (waiting
hall/seating chairs, escalators, platform display, and so on) since they use these facilities
more frequently than passengers in other age groups. Elderly individuals prefer to use
elevators rather than stairs since they have health difficulties, yet elevators often malfunction
and only work on one side at a time. In addition, they are the ones who frequently use services
like the railway display board, May I Help You (inquiry counters), and so on because they
aren't particularly fond of mobile applications. The modern baking and reservation mobile
apps like Phone Pe, Google Pay, Paytm, and others are not particularly user pleasant,
therefore customers over the age of 55 rarely utilize the railway station's banking capabilities.
As a result, the position of ATMs outside of the railway station grounds has no effect on them
because they typically carry cash and aren't very interested in using mobile apps. However,
travelers under the age of 55 prefer e-wallets over cash, so when they need money, they
prefer to use an ATM rather than a bank, which makes the ATM's position outside the station
difficult for them.

Table 4: Satisfaction Level: Utility Category and Age Wise

Utility Category <25 25-40 40-55 >55
Food & Beverage Mean 3.27 3.24 3.38 3.19
Book Stall Mean 3.41 3.62 3.12 3.01
Personal Hygiene Mean 2.82 2.12 2.31 2.11
Basic Facilities at Platform Mean 3.11 2.84 2.96 2.17
Communication & Banking Mean 2.16 2.48 2.62 3.10
Overall Satisfaction level Mean 2.954 2.86 2.878 2.716

5. Conclusions And Recommendations

As an outcome of present study, tt turns out that practically every passenger desires a clean
and hygienic environment on the train platforms. A recent survey questioned passengers for
their ideas on how to make the platforms better. Passengers have rated cleanliness and
hygiene as the service quality characteristics with the lowest satisfaction scores, which
supports this claim. Since this is a fundamental human need, it is imperative that the railway
authorities focus their efforts on this aim. Customers have expressed their high degree of
happiness with the availability of washrooms, but if the washrooms themselves are not clean
and sanitary, this will all be in vain. When it comes to supplying passengers with adequate
restroom and washroom facilities, however, the railway authority and management have
failed horribly when it comes to the sanitation and hygiene components of these facilities. In
order to help ensure that toilets and washrooms are properly maintained, the railway
administration can play a role by selecting the suitable and trustworthy vendor for these
contracts. Consequently, it is advised that the railway administration make those vendors
2802 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India
accountable for their performance, and regular checks and inspections should be made to get
a sense of the service quality supplied to passengers.
Customers have expressed displeasure with the accessibility of several businesses, including
food stands, bookstores and ATMs. Consequently, it is imperative that the railways look into
the situation and endeavor to distribute these amenities more evenly throughout the railway
station premises. The correct upkeep of the infrastructure is also a crucial concern for
travelers. There is only one escalator at the Dehradun Junction railway station, and it is
frequently out of service or in need of repair. As a result, travelers, particularly the elderly,
suffer greatly as a result of the difficulties they experience in and outside the station.
Passengers over the age of 55, i.e. senior adults, have been found to be less satisfied than other
demographics with basic platform amenities like escalators, according to research.
Passengers are overwhelmingly in favor of improving and maintaining railway infrastructure.
Platforms, footbridges, food stands, restrooms, and other amenities should be kept in good
working order. A small percentage of those polled claimed they don't want any alterations to
the station's platforms and were happy with as they are now.

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2805 | Dr. Mohit Kumar Ojha The Critical Evaluation Of Railway Station Service
Quality In India