Riding the Rails with Confidence: A SERVQUAL Model Analysis of Service Quality in Kochi Metro

Commerce

Passengers are the backbone of every transportation undertaking. So provision of quality services to passengers is the best way to attract and retain them. Product or Service Quality thus aims at creating and retaining customers. Customer segmentation is also an important element in marketing and delivering of products or services effectively. Understanding the needs and requirements of different types of customers is important to develop tools to serve them better. The Kochi Metro is a rapid transit system serving the city of Kochi in Kerala, India. The study tries to understand the perceptions of passengers of different segments with regard to five key service quality dimensions- Tangibles, Reliability, Responsiveness, Assurance and Empathy. The scope of the study is limited to passengers of Kochi Metro in Kerala

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