Critical Assessment Of Passengers’ Satisfaction: A Study Of Prayagraj Junction

Abstract

Despite considerable research on consumer satisfaction in banking, mobile, IT, etc., railway platforms have received little attention. This research aims to measure the value and satisfaction of amenities at Prayagraj Junction Railway Station in North Central Railway Zone of Indian Railways. Using observation technique, Prayagraj Junction's platform facilities were identified. Gap analysis and performance rating matrix were created to evaluate service providers and determine priority amenities. Personal hygiene services consistently placed bottom in passenger satisfaction surveys. The Ministry of Railways faces issues with passenger food and drink quality and clean drinking water on platforms.