Factors Attributing to the Service Quality of Railway Station in Factors Attributing to the Service Quality of Railway Station in Bangladesh

Md. Rakibul Islam1*, Saurav Barua2, Nafis Anwari3, and Md. Shamsul Hoque4

1Department of Civil Engineering, University of Engineering and Technology, Gazipur, Bangladesh 2Department of Civil Engineering, University of Information Technology & Sciences, Dhaka, Bangladesh 3Department of Civil Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh 3Department of Civil Engineering, Bangladesh University of Engineering and Technology, Dhaka, Bangladesh

ABSTRACT

This study conducted stated preference survey among 800 passengers to identify the key attributing factors regarding service quality of Airport Railway Station, Dhaka. Based on weighted average scores and factor ranks from 8 factors for station and 13 factors for train interior facility, overall rating was found to be poor (3.04 and 2.93 inside station and inside train respectively). Observed ratings depended significantly on ticketing time, station security and information availability. Toilet facility (2.68) and journey time (2.03) were marked as the worst inside station and train respectively. The outcomes and recommendations of this paper can be used to reframe railway service quality structure to demonstrate it as user friendly mode of transportation in developing countries. Keywords: Railway station, service quality, performance evaluation, attributing factors, passenger perceptions

1. Introduction Quality evaluation of public transit services is still a key issue in transport engineering, as transit is often argued as a In developing countries, transport related problems like promising travel mode to reduce automobile dependence, pollution, congestion, accidents, public transport decline, thereby alleviating environmental pollution, reducing environmental degradation, climate change, energy energy consumption, lessening traffic congestion, and depletion, visual intrusion, and lack of accessibility are enhancing quality of life and mobility [5]. Transit more acute compared to developed countries [1]. These service providers need to measure the performances problems have reached the nadir of public sufferings of their service to verify the efficiency, effectiveness, with the unchecked traffic growth, especially with the and quality of the service. These measures can be introduction of private cars and non-occupancy vehicles used for monitoring the service, evaluating economic in urban areas. For transport planners, it is imperative to performance, administering the organization, developing promote a sustainable solution through ensuring quality service design standards and noting community benefits service facilities in public transport to guarantee mobility [6]. Moreover, developing an understanding of customer and resolve the aforementioned problems in urban areas. service needs is essential for gaining more ridership and a modal shift in favor of rail [7]. Satisfaction from Rail transport experienced a rapid decline at the second half service quality is usually evaluated in terms of technical of the 20th century, mainly due to developments in road quality and functional quality [8]. Evidently, users are less and air transport [2]. However, it is possible to ameliorate concerned about the technical aspects of a service; hence, the present situation by promoting the use of rail with wide functional quality becomes the major criterion to evaluate geographical coverage of access services, lowering travel service quality [9]. Ekinci reveals that the evaluation of time and providing satisfactory passenger services. Railway service quality leads to customer satisfaction [10]. Rust is a very popular sector of transportation in Bangladesh and Oliver define satisfaction as the “customer fulfillment because its journey is cheap, comfortable and safe. It makes response,” which is an evaluation as well as an emotion- a very important contribution to solve the communication based response to a service [11]. Service quality could demand as well as the employment problems, which have be improved and, consequently, use of services could be a significant effect in the national increased by examining customers’ experiences on trains [3]. A large group of people, from staff to executive level, and at stations and conducting passenger satisfaction are engaged with this sub sector to operate the whole surveys regarding their perceptions and expectations [12]. system [4]. However, as railway serves a large number of Hence, providing services characterized by high levels of passengers, the main challenge in this sector is to ensure the quality is quality is crucial in customizing the users of the desired quality of service for the passenger of all groups. services and attract new users.

*Corresponding author’s email: [email protected]

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This paper is an attempt to put forth the role of service Eboli and Mazzulla developed a structural equation quality in influencing customer satisfaction in the context model to explore the impact of the relationship between of railway services, with special reference to Airport global customer satisfaction and service quality attributes. Railway Station of Bangladesh Railways. A quantitative Their model is useful for transport agencies and planners passenger and commodities flow analysis provides the to analyze the correlation between service quality means to understand passenger and freight movements attributes and identify the most convenient attributes for by identifying the volumes and types of passenger and improving the supplied service. They identified service commodities moving in the country. The main purpose characteristics like punctuality, regularity and frequency of this study is to examine the quality of product and of runs, and cleanliness have the highest positive effect on staff service of the railway in different routes through service quality. While also comfort and information have questionnaire survey analysis. This technique helps a notable positive effect, personnel and safety have a not decision makers to upgrade passenger service quality to very considerable effect [14]. attract more passengers traveling by (BR). The specific objectives of this study are: to identify Oña et al. proposed a methodology based on a classification satisfaction situation of railway passenger regarding the and regression tree (CART) approach, allowing the present service quality and to make recommendations for characteristics that most influence overall service quality improving passenger service quality in Bangladesh. Also, to be identified. They found that perceptions about service this study will direct researchers to rigorous guidelines quality are differentiated among the various groups of users that could be incorporated in the future study. and identified safety, cleanliness, comfort, information, and personnel as the most important contributor to The paper is structured in five sections. A brief literature passenger’s satisfaction [12]. review of some works concerning the analysis of customer satisfaction in railway service quality assessment has been Oña, Eboli and Mazzulla analyzed the transit service described in literature review section. This is followed quality on the basis of the perceptions directly expressed by a section describing the study area and methodology by the passengers of the services and identified ‘Windows adopted for data collection. The fifth section briefly and Doors Working’, ‘Courtesy and Competence on describes the main characteristics of the data and their Board’, ‘Information at Stations’, ‘Punctuality of Runs’, deep analysis has been described. Finally, the conclusion ‘Courtesy and Competence in Station’ and ‘Regularity section summarizes the work of this paper and provides of Runs’ as the most influential factors for ensuring suitable recommendations to address the identified service quality [15]. To evaluate passenger rail service problems along with future research scopes. quality, a three-column format SERVQUAL instrument was developed and empirically tested by Cavana and Corbett [16]. Eboli and Mazzulla experimented with the introduction of indicators explaining the endogenous latent 2. LITERATURE REVIEW variable different from the traditionally used indicators to establish a relationships between rail passengers’ In the context of service quality assessment of railway satisfaction and service quality [17]. services, the importance of ‘user perception’ has been highlighted and prioritized by numerous researchers. A Nathanail presented a framework developed for assisting study on railway passenger service quality evaluation railway operators into monitoring and controlling the carried out from December 1999 to June 2000 by by quality of services provided to their passengers. The Steer Davies Gleave of London was prepared for Shadow framework was based on the estimation of 22 indicators, Strategic Rail Authority to study the importance of rail grouped under six criteria, i.e. itinerary accuracy, system passengers into improvement of the range and quality safety, cleanness, passenger comfort, servicing, and of facilities and service on stations and in trains [13]. passenger information. Itinerary accuracy and system This study gave emphasis on monetary valuation of the safety have been attributed the highest grades, as compared improvement of service for a number of passenger groups. to the rest of the criteria established by the framework. The key aim of this study was to provide some robust The service quality valuation based on the proposed framework constitutes a useful tool, for the support of parameters which can be used in different circumstances the decision process for the improvement of the railway of assessment of railway service. The subsequent steps of operator [18]. current study of those parameters provide essential help to sort out the service quality attributes, which affect the Although a good number of studies have already been passenger satisfaction of service regarding the particular conducted to evaluate the factors that directly affect the study area. About 21 attributes were used to conduct the service quality of railway station based on passenger’s railway passenger quality valuation process to identify the perceptions in developed countries, a handful number responsible attributes regarding the particular study. of studies have been found in developing countries.

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Vishnuvarthan and Selvaraj conducted a research salem 4. dATA COLLECTION AND ANALYSIS division of southern railway of and identified provision of ticketing machines, water vending machines, The research applies the qualitative and quantitative platform shelters at stations, pay and use toilets, provision analysis to evaluate the customer service quality of of improved cost effective lighting, good retiring rooms BR. The Airport Railway Station of Bangladesh was considered due to availability of representative passengers with modern furniture, coach indication boards, signage, from different parts of the country using various type of security and enquiry counters as the crucial factors passenger trains. Based on a questionnaire survey of 800 for evaluating service quality of railway [19]. Geetika passengers, the study tried to find out the present service determined the customer’s satisfaction in India Railway quality of railway including the station and inside the train. platform and considered five refreshments and behavioral factors important for determining satisfaction with Table 1 shows that majority of the passengers travelling railway platforms [20]. Prasad and Shekhar presented a by BR are Male (75.5 %) compared to Female (24.5%). framework for assessing the impact of Service Quality This indicates that female passengers feel discomfort or insecurity in travel by train. The predominant age-range Management (SQM) practices on [21]. of Bangladeshi passengers found from the study was in However, such type of study is quite unfamiliar to between 31 to 40 age (47.5%), which indicates facility to Bangladesh, one of the most developing countries travel by travel for child, teenagers, and old people needs in the world. A few researches have been conducted to be improved. A closer analysis of the data reveals that student (25%), local businessmen (19%) and service to assess the service quality of railway services in holder (18%) who live outside the central business district Bangladesh. Rahaman and Rahaman focused on the (CBD) use dominantly railway compared to the other railway transportation sector and developed a model professions. The percentage of financially solvent people defining the relationship between overall satisfaction and disabled people are negligible from the perspective of and service quality attributes in a selective route from using rail as a mode of transport by occupation. Income to in southwestern zone of Bangladesh assessment shows that low income group (whose income to reinforce further improvement process. Findings of are less than 25,000 BDT) prefer more to travel by train the study showed that overall service satisfaction depend (74%), while moderate or high income group (whose on eight distinct service quality attributes [3]. However, income are greater than 25,000 BDT) loathe to travel by to the best knowledge of the authors, no comprehensive train. Travel frequency has been maximum (32%) for study has been done yet to assess the service quality of the 3-5 visits, which indicate a certain aforementioned railway station in Bangladesh based on the passenger’s group of people are habituated to travel by train but it can’t draw the attention or provide facilities of the other perception. Hence, the present study aims to determine group of passengers. Passengers in Bangladesh use train factors attributing to the service quality of railway station basically to travel a long distance which has been found in developing countries with special reference to Airport from the type of train and it shows that 84% passengers Railway Station of Bangladesh Railways. are travelling by intercity train. This also indicates that BR has failed to improve the local, express and mail train to facilitate more passengers and contribute to reduce 3. STUDY AREA AND METHODOLOGY traffic congestion. 57.5% of the passengers use second class seats in Bangladesh, which indicates that financial The study was carried out in Airport Railway Station, condition of the passengers is not as high as expected. which is situated opposite to Shahjalal International It can alternatively be inferred that BR is not prudent Airport in, Dhaka and its co-ordinate is 23.8522° N, enough to improve the seat facility and reduce the train 90.4082° E. It is the second stoppage for trains in Dhaka, travelling cost. Passengers use railway predominantly to after the Rail Junction. Trains come to this station visit long distance relatives’ house (51.5 %). There are from Noakhali, , Rajshahi, , and many purposes which can served travelling through train, many important towns and cities. A pilot questionnaire but are rarely explored in developing countries. survey was initially carried out on 50 passengers to design the final questionnaire survey. The wordings of some The survey data has been analyzed by score method to evaluate the passengers’ level of satisfaction. The questions were changed based on the feedback from the pilot survey to improve understanding of passenger respondents marked the different service attributes as responses. The survey was carried out on March 12, 2015 1 for very poor, 2 for poor, 3 for fair, 4 for good, using eight surveyors from 8 am to 8 pm. Four of them and 5 for excellent. From this method it has observed surveyed passengers on train while remaining surveyed that service quality is directly proportional to the passengers on station. average value i.e., in case of ‘Waiting Arrangement’,

DUET Journal 13 Volume 4, Issue 1, December 2018 Factors Attributing to the Service Quality of Railway Station in Bangladesh the average score is 3.76, which is derived from fair, 6% poor and 3% very poor). The calculated passenger responses (20 % passenger gave their ‘Average Score for Waiting Arrangement’ = opinion in favor of excellent, 48% good, 23% (20*5+48*4+23*3+6*2+3*1)/ 100 = 3.76.

Table 1: Passenger Profile by Nationality at Airport Railway Station Demographic Classification Passenger profile % Male 75.5 Gender Female 24.5 Total 100 <30 31.5 31-40 47.5 Age 41-50 15.5 >50 5.5 Total 100 Engineer 4.5 Doctor 6.5 Lawyer 4 Teacher 14 Businessman 19 Occupation Student 25 Service holder 18 Armed Force 3.5 Politician 1 Others 4.5 Total 100 <12,000 Tk 26 12,000-15,000 Tk 20 Income Level 15,000-25,000 Tk 28 >25,000 Tk 26 Total 100 1-2 Visit 9 3-5 visit 32 Travel frequency 6-10 visit 31 >10 visit 28 Total 100 Local 1.5 Intercity 84 Type of Train Express 14.5 Mail 0 Total 100 AC class 5 First class 37.5 Seat class Second class 57.5 Total 100 Bus 14.5 Tour 18 Study 6.5 Travel Mode Conf. 9.5 Visiting Relatives 51.5 Total 100

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The detail analysis of service quality and the railway station in Table 2 shows that waiting arrangement corresponding average scores are shown in Table 2. In (3.76) condition was close to good. Ticketing time (3.10), questionnaire survey, the Passenger-evaluation comprises information availability (3.03), security in station (3.03) of two sections, one is regarding the condition of airport and announcement in the station (3.00) were found to fair. railway station and the one is about the inside condition But staff behavior in the station (2.96) and safety caution of train. The survey was conducted on a Dhaka to Ishardi (2.78) were found to be poor, while toilet facilities in the bound train. Analysis of passenger evaluation at the airport station (2.68) is considered to be the worst among those.

Table 2: Analysis of Passenger Evaluation Rail Service Excellent Good Fair Very Total Average Poor % Overall Quality Attributes % % % Poor % % Score At Airport Railway Station Waiting Arrangement 20 48 23 6 3 100 3.76

Ticketing Time 1 39 35 19 6 100 3.10

Information Availability 4 25 45 22 4 100 3.03

Station Toilet Facilities 0 22 29 44 5 100 2.68 3.04

Security in the station 0 31 45 20 4 100 3.03

Safety caution 2 23 30 41 4 100 2.78

Announcement in the Station 5 33 27 27 8 100 3.00 2.96 Staff Behaviour in the station 7 21 37 31 4 100

Inside the Train

Seat Condition 10 69 13 6 2 100 3.79

Spacing among Seats 1 33 54 10 2 100 3.21

Spacing for moving Train 2 21 38 36 3 100 2.83

Luggage Storage Facilities 4 41 32 6 7 100 3.19

Window Condition 2 34 43 8 3 100 3.14 2.93

Train Environment 1 20 35 37 7 100 2.71

Train Cleanliness 1 21 40 32 6 100 2.79

Train Toilets 2 14 33 33 18 100 2.49

Train Food 3 31 37 23 6 100 3.02

Security inside the Train 2 28 45 23 2 100 3.05

Journey Time 0 8 17 45 0 100 2.03

Train Announcement 4 26 39 25 6 100 2.97

Staff Behaviour inside Train 2 27 32 36 3 100 2.89

Overall Score Fair

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Those results indicate that information availability, which involves availability of information about train schedule, arrival and departure time, other information were not well managed. Critical observation in the station revealed that there was no assigned staff or help point to provide information, while staffs on ticketing room were not willing to help in other concerned matters except selling tickets. Field observations depict the seat capacity to be very low and not well arranged, while room environment was very unclean and clumsy. In some cases waiting room area were not open at all to the public. The overall score at the airport railway station was found to be 3.04 which indicate that BR has failed to fulfill the passenger satisfaction level and ensure the quality of the railway station. Fig. 1 depicts the passenger satisfaction level about the airport railway Fig. 1: Attribute Score based on Passenger’s Satisfaction station and Fig. 2 represents the field condition. (at the railway station).

(a) First Class Waiting Room (b) Information on Board

(c) Ticket Counter (d) Toilet Condition

(e) Waiting Arrangement Fig. 2: Pictorial representation of attributing factors at the railway station.

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Analysis of service quality inside the train reveals that the train was found to be 2.93, which indicates a poor passengers are satisfied with the seat arrangement (3.79) service quality level and passenger’s dissatisfaction about facility provided by BR. Spacing among seats (3.21), the service inside the train. Fig. 3 depicts the passenger’s luggage storage facilities (3.19) and window condition satisfaction level inside the train and Fig. 4 represents the (3.14) seems to perform much better compared to other field condition. attributes. Security inside the train (3.05), Train Food (3.02) and Train Announcement (2.97) can be considered as fair but need to be improved to get maximum passenger’s satisfaction. The passengers gave high emphasis to security inside the train because luggage hijack and loss is most common when train stops in different stations. Staff behaviour inside train (2.89), spacing for moving train (2.83), train cleanliness (2.79) and train environment (2.71) were found to be unsatisfactory. Passengers highly expressed their dissatisfaction with the issue of cleanliness inside the train as waste packet litter on the train floor. An important service issue that dominated the overall satisfaction level of passenger was the condition of toilet inside the train (2.49). From questionnaire survey analysis, the passenger of BR claimed that train does not maintain the journey time properly. The average score level was Fig. 3: Attribute Score based on Passenger’s Satisfaction lowest in case of journey time (2.03). Overall score inside (Inside the train).

(a) Seat and Window condition

(b) Seat Arrangement and Moving inside the train

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(c) Spacing among the seat (d) Dirty floor inside the train

(e) Unhygienic toilet inside the train

Fig. 4: Pictorial representation of attributing factors inside the train.

5. CONCLUSION AND RECOMMENDATIONS of the main reasons behind these losses is inability of BR to attract large number of paid passengers and this might The main objective of this study was to assess the attributes be because of the passengers’ negative viewpoint, as has that basically dominate the service quality of a railway been found from in this study. This essentially suggests station and rank them to emphasis the measures need to be that there is a need to make target oriented improvement taken to improve that particular attribute to enhance overall of the existing railway services provided by Bangladesh quality. Analysis revealed that toilet facilities were rated Railway. as the worst inside the railway station and while making journey the toilet inside the train was found to be the most This study considered only Airport Railway Station. disliked by the passengers. Comparing announcements, Similar studies can be conducted in other railway stations people were more dissatisfied with station facilities. On across Bangladesh. This will help relevant authorities the other hand, people were more inclined towards toilets understand the service quality of railway transportation inside the station than those inside the trains. The overall in Bangladesh. It will also help the decision makers and score for inside the station was 3.04 while that was 2.93 experts to visualize the actual situation and thereby to take for inside the trains, indicating that people favoured station necessary steps in making BR more effective and profitable. facilities more than they did train facilities. However, the In this study, some recommendations are put forward to overall assessment represents a very bleak picture for the improve the overall quality of BR via improvement of BR management. BR has faced heavy losses during the station waiting facilities, security at both the station and last 5 years, with a total loss of 45 billion taka [22]. One inside train, cleanliness of train compartments including

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