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@article{188933,
        author = {Manjunatha .S and Dr.A.C.Pramila},
        title = {Analysis of service gap between passengers’ expectation and perception in South Western Railway},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {7},
        pages = {7575-7584},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=188933},
        abstract = {Railways are one of the major components of the Indian transport system. Indian Railways is a crucial component of India's economy, significantly contributing to GDP through transportation, employment, and economic linkages. It keeps coming up with new and innovative services in order to enhance the comfort of the passengers. The South Western Railway Zone is one of the vital parts of Indian Railways. Passengers’ happiness and overall growth of railways are influenced by the quality of the services provided. So, service quality plays a main role in customer satisfaction and retention. Hence, there is a need to examine the gap between the passengers’ expectation and perception of service quality in South Western Railway. Therefore, the present study was conducted to find the gap by using the SERVQUAL model with a sample of 114 respondents. The results of the study reveal that there is a higher gap between the expectation and perception of the ‘assurance’ dimension of the SERVQUAL model.},
        keywords = {Passengers’ Expectation, Passengers’ Perception, Service, SERVQUAL Dimensions South Western Railway, Transport.},
        month = {January},
        }