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Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways

Author

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  • Ravi Dandotiya

    (Chitkara University, Punjab, India)

  • Pranav Aggarwal

    (Chitkara University, Punjab, India)

  • Ram Gopal

    (Chitkara University, Punjab, India)

Abstract

This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality, namely freshness, taste, presentation, and temperature. In addition, the effect of price on satisfaction is also measured. Food quality has been considered the basic component of customer satisfaction in restaurants, but there are very few studies in railway-related food and beverage quality. The objective of the research is to study the effect of food, beverage quality and price on passenger satisfaction in Indian railways. This study also tries to investigate key attributes related to food and beverage quality, which are important in improving overall satisfaction. The results show that all the food and beverage quality attributes and price significantly affect passenger satisfaction. Subsequent regression analysis exhibits that taste followed by presentation were the most important factors in achieving passenger satisfaction. The managers can focus on the key food and beverage attributes, which brings out the passenger satisfaction.

Suggested Citation

  • Ravi Dandotiya & Pranav Aggarwal & Ram Gopal, 2020. "Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 11(2), pages 37-52, April.
    • Handle: RePEc:igg:jcrmm0:v:11:y:2020:i:2:p:37-52
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    Cited by:

    1. Lim, Weng Marc & Aggarwal, Arun & Dandotiya, Ravi, 2022. "Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    2. Dibya Nandan Mishra & Rajeev Kumar Panda, 2023. "Decoding customer experiences in rail transport service: application of hybrid sentiment analysis," Public Transport, Springer, vol. 15(1), pages 31-60, March.

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