Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways
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Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways
The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing SQM (Service Quality Management) model on the basis of SERVQUAL and Rail Transport quality. Three new dimensions (Service Product, Social Responsi...
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Customer satisfaction and retention is one of the key determinants to measure the quality of products or services and hence the Indian Railway performance. Due to the growing importance of quality in our life, customers desire to enjoy a relatively better quality of products or availing superior quality services has been increased. India is the Second highly populated country of the world and i...
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We analyse the factors that led to the turnaround of the Indian Railways from a low performing organisation to a high performing one. Literature on public sector turnaround provides the theoretical underpinnings. Enterprise turnaround is often ascribed to managerial leadership; we found that environmental factors (good luck) also contribute to the success. The implication of our study is that a...
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SCADA, a computer system for gathering and analyzing real time data, is an acronym for Supervisory Control and Data Acquisition. SCADA systems are employed all over the world to monitor and control a plant or any equipment in various industries major ones being telecommunications, water, old and gas, energy and transportation. SCADA Systems are employed by Indian Railways to monitor and control...
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ژورنال
عنوان ژورنال: International Journal of Business and Management
سال: 2010
ISSN: 1833-8119,1833-3850
DOI: 10.5539/ijbm.v5n9p139