Analysis of passenger perception on quality of service of railway transportation: coastal railway line, Sri Lanka

Abstract

The study focuses on assessing passenger perceptions of the service quality of the Sri Lankan Railways, focusing on the Coastal Railway Line in Sri Lanka. To determine areas for development and assess passenger satisfaction levels in terms of service quality, the study uses a questionnaire survey and interviews. The study considers important factors that affect passenger satisfaction, including air conditioning, seating comfort, and availability, the availability and usability of doors and windows, restroom amenities, and informational offerings. In order to increase overall passenger satisfaction, the study identifies the need to improve the level of punctuality, cleanliness, safety, comfort, and customer service. The Coastal Railway Line can become a more dependable, effective, and passenger-focused means of transportation by addressing these issues. Policymakers, transportation authorities, and other stakeholders can use the research findings to adopt the necessary improvements and actions that are in line with customer expectations. The ultimate objective is to support Sri Lanka's development of a viable and passenger-focused rail network, delivering a great travel experience for all rail customers. The railway system can foster a more welcoming environment for passengers and support the general expansion of the transportation industry with enhancements in these areas.