Effects of Service Quality on Customer Satisfaction in Rail Transportation System in Sri Lanka

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dc.contributor.authorPerera, H.K.D.P.K.
dc.contributor.authorRohan, D.N.N.
dc.date.accessioned2022-03-03T06:46:20Z
dc.date.available2022-03-03T06:46:20Z
dc.date.issued2013
dc.description.abstractIn today's competitive market scenario, organizations have well understood the importance of building and managing the relationship effectively with its customers. For building and maintaining a healthy relationship with the customer, organizations need to understand and meet the expectations of their customer. Further, in the business world satisfaction plays major role. Satisfaction from service quality is usually evaluated in terms of technical quality and functional quality (Gronroos, 1984). Usually, customers do not have much information about the technical aspects of a service; therefore, functional quality becomes the major factor from which to form perceptions of service quality (Donabedian, 1980, 1982). Service quality may be defined as customer perception of how well a service meets or exceeds their expectations (Czepiel, 1990). Sri Lanka is one of the most wonderful tourist destinations in the world and after the civil war tourism has become a fast emerging sector in the Sri Lankan economy. Thus, the development of the tourism industry directly influences the economic development of the country. In 2010 immediately after the end of the war, Sri Lanka had a growth of 46% in tourist arrivals.Moreover, transportation is the key player of the tourism industry. In this context the current study investigated the relationship between service quality and customer satisfaction and identified the existing situation of service quality factors on customer satisfaction of railway transportation in Sri Lanka. The sample of the research is 60 foreign tourists who traveled via Colombo-Badulla rail track in Expo rail and Rajadani Express coaches. Further, they are the recently launched coaches which introduced the public, private partnership to the Sri Lankan rail way system. In addition, the sample was selected by employing the convenience sampling technique. Questionnaire based direct interview method was used to collect data from the selected sample. 30 questions were prepared on the basis of service quality factors and tourist satisfaction and 03 questions were prepared on the basis of tourists demographic factors. Descriptive statistical techniques were used to discover and summarize the attributes of the sample. Furthermore, correlation coefficient analysis was used to measure the degree of linear association between two variables. Multiple regressions analysis was also used to combine the contribution of each part of the independent variable.en_US
dc.identifier.urihttp://www.erepo.lib.uwu.ac.lk/bitstream/handle/123456789/8476/19-ENM-Effects%20of%20Service%20Quality%20on%20Customer%20Satisfaction%20in%20Rail%20Transportation%20System%20.pdf?sequence=1&isAllowed=y
dc.language.isoenen_US
dc.publisherUva Wellassa University of Sri Lankaen_US
dc.subjectManagementen_US
dc.subjectEntrepreneurship and managementen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectTransportation Systemen_US
dc.subjectBusiness Managementen_US
dc.titleEffects of Service Quality on Customer Satisfaction in Rail Transportation System in Sri Lankaen_US
dc.title.alternativeResearch Symposium 2013en_US
dc.typeOtheren_US
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