Service Quality and Passengers Satisfaction of Southern Railways by ServQual Model

The economic growth of a country is mostly depends on the infrastructure and construction available in their area. Substructure link the peoples to services, markets and jobs and helps people to live healthy and productive lives. Transport facility is an important aspect of infrastructure facilitating mobility of goods and people from one place to another place. The passengers expect huge services from Indian Railways, but the railways providing few of the service in good quality and many of its services are not good. When the Indian Railways is not fulfill the passenger's expectation, they are ready to switch over to another mode of transportation service. So, Indian railways to go down passenger business earning, in recent year the railway freight services only to contribute major role in Railway earnings. The railways passenger earnings were not good in past few years. Indian railways has to improve their services to world class. The main aim of the study is to identify the socio economic background of railway passengers and to analyse the gap between passenger's expectation and perception of service quality