A Study on the Impact of Service Quality on Customer Satisfaction towards the RailOne App

Author

Pooja Sri N, S V Praveen


Abstract

 The RailOne App, developed by the Centre for Railway Information Systems (CRIS), integrates key Indian Railways passenger services such as ticket booking, PNR enquiry, train enquiry and tracking on a single platform and has recorded over 4.55 crore downloads. This study examines the impact of service quality on customer satisfaction towards the RailOne App using the five SERVQUAL dimensions, namely Tangibility, Reliability, Responsiveness, Assurance and Empathy. A descriptive research design was adopted, and primary data were collected from 80 RailOne App users through a structured questionnaire using purposive sampling. The data were analysed using percentage analysis, weighted average analysis, multiple regression and correlation analysis. The results show a generally favourable perception of service quality, with Assurance recording the highest weighted average among the five dimensions. Regression analysis confirmed that the SERVQUAL dimensions collectively have a significant effect on passenger convenience (F = 28.89, p < 0.001), and correlation analysis revealed a strong positive relationship between passenger convenience and customer satisfaction (r = 0.700, p < 0.001). Areas needing improvement include device access restrictions, booking interruptions, and refund and grievance handling. The findings offer insights for Indian Railways, CRIS and app developers on enhancing service quality and satisfaction.



Keywords

Service Quality, Customer Satisfaction, RailOne App, SERVQUAL, Passenger Convenience, Indian Railways



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References


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