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Enhancing Passenger Satisfaction Through SERQUAL and Perceived Value: Insights from Indian Railway Food Services

In: Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025)

Author

Listed:
  • Vishal Gawande

    (Maharishi Markandeshwar Deemed to be University, Research Scholar, MMICT&BM (Hotel Management))

  • Rakesh Sharma

    (Maharishi Markandeshwar Deemed to be University, Associate Professor, Faculty of MMICT&BM (Hotel Management))

Abstract

The quality of food service plays a crucial role in shaping passenger experiences and satisfaction in railway catering services. This study analyzes the dimensions of service quality affecting perceived value and passenger satisfaction in Indian railway catering. Further specifically, it considers the service parts, namely, reliability, responsiveness, tangibility, assurance, empathy, that SERVQUAL construct has in affecting the overall perception of the service and passenger satisfaction. The sample of 293 respondents was collected at three major railways stations (Surat, Vadodara, Ahmedabad) along three major long distance trains in the Gujarat station. By Structural Equation Modelling (SEM), it also confirms that the five SERVQUAL dimensions are highly relevant for the passenger’s perceived value that in turn mediates the association between the same dimensions searched by the passenger satisfaction. So, among the factors that it has an enormous impact on perceived value we have service consistency, staff attentiveness of staff, food presentation, and lastly hygiene. These findings also highlight the need to fulfil all these measures to achieve high food quality, rapid and courteous service and to keep hygiene standards, which aim to please passengers and gain their loyalty. Finally, this thesis offers valuable ideas for improvement of the service to customers and the operational efficiency of catering service providers of railway. These studies could help on planning strategic interventions aiming at enhancing overall the passenger experience, in general and food service in railway domain in particular.

Suggested Citation

  • Vishal Gawande & Rakesh Sharma, 2025. "Enhancing Passenger Satisfaction Through SERQUAL and Perceived Value: Insights from Indian Railway Food Services," Advances in Economics, Business and Management Research, in: Manish Sharma & Ajit Kumar Singh & Pankaj Tyagi (ed.), Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025), pages 315-338, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-799-1_27
    DOI: 10.2991/978-94-6463-799-1_27
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