A Study On Measuring Service Quality Of Ac Trains In Mumbai Region

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Kavitta Shah , Bharti Pandya


Mumbai local train is the lifeline of Mumbai and it’s the cheapest and fastest mode of transport. The purpose of the study is to examine passenger satisfaction towards AC trains in Mumbai region. Parametric t-test is applied to evaluate gap between perceived and expected score. It is seen that passengers are satisfied in all the dimensions of the service quality. Further studies can be conducted building a structural equation model and evaluating impact of service quality on passengers’ satisfaction. 

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