Vous êtes sur la page 1sur 3

Railqual And Servqual Meanings

Railqual:
Railqual is an instrument which is used for measuring service quality regarding railway passanger services. Railqual has the following dimensions regarding Indian Railways:

TANGIBLES:
1.Railway has modern looking equipment and infrastructure at stations and trains and infrastructure at station and trains. 2.Railways Physical Facilities like Lighting, seating and Toilets are OK. 3.Staff of Railways are neat in appearance. 4.Time Tables, Display Boards etc are visually appealing.

REALIABILITY:
5.Railways are accurate in Record keeping. 6.Railways are accurate in timing of trains. 7.Railways performs Service Correctly. 8.When you have problems Railways shows sincere interest in solving it. 9.Railways adheres to punctuality of trains.

RESPONSIVENESS:
10.Railway staff are always willing to help. 11.Railway staff tell exactly when services will be performed. 12.Railway employees are not always willing to help. 13.Employees of Railways are too busy to respond.

ASSURANCE:
14. The Railways are trustworthy. 15. You feel safe in your travel. 16.Ralway Employees are courteous. 17. Employees are Knowledgeable.

EMPATHY:
18. Railways give individual attention. 19. Railway operations are convenient to all passengers. 20.Railway employees give personnel attention.

21. Railway has your best interest at heart. 22. It is easy to plan a railway.

SERVQUAL:
SERVQUAL is a method for measuring service quality. The method was created during the 1980s as part of research projects within the field of marketing. The model is based on the premise that the best way to measure service quality is to base it on the customers experience of quality. In SERVQUAL, quality is defined by the gap between what a customer expects and reliability, assurance, tangibles, empathy and responsiveness, often referred to as RATER.

Reliability:
Reliability means ability to perform the promised service dependably and accurately.

Assurance:
Knowledge and courtesy of employees and their ability to inspire trust and confidence.

Tangibles:
Physical facilities, equipment and appearance of personnel.

Empathy:
Caring, individualized attention the firm provides its customers.

Responsiveness:
Willingness to help customers and provide prompt service.

Where servqual is used? SECTOR Healthcare sector


Banking Fast food

AUTHOR
Carman, 1990; Headley and Miller, 1993; Lam, 1997;Kilbourne et al., 2004 Mels et al., 1997; Lam, 2002; Zhou et al., 2002 Lee and Ulgado, 1997

Telecommunications Retail chains Information systems Library services

van der Wal et al., 2002 Parasuraman et al., 1994 Jiang et al., 2000 Cook and Thompson, 2000

Source: Riadh Lidhari (2009)

SERVQUAL commonly used in different countries: COUNTRY


USA China Australia Cyprus Hong Kong Korea South Africa The Netherlands UK

AUTHOR
Pitt et al., 1995; Jiang et al., 2000; Kilbourne et al., 2004; Lai, 2006;Landrum et al., 2007 Lam, 2002; Zhou et al., 2002 Baldwin and Sohal, 2003 Arasli et al., 2005 Kettinger et al., 1995; Lam, 1997 Kettinger et al., 1995 Mels et al., 1997; Pitt et al., 1995; van der Wal et al., 2002 Kettinger et al., 1995 Pitt et al., 1995; Kilbourne et al., 2004; Lai, 2006

Source: Riadh Lidhari (2009)