Food Service Quality Comparison among North Indian Railway Catering Units: A study of Delhi and Uttar Pradesh

Service quality has become critical and unavoidable attribute for the success of any business be it tangible or intangible. The purpose of the present research is to evaluate the service quality provided by IRCTC franchised outlets at Indian Railway Stations under Northern Railway. The data were collected from 250diners from 10 food plazas through modified questionnaire based on five dimensions and 29 attribute of DINESERV model. The data was analyzed with the help of SPSS 20.0. Service quality of each catering units was compared with the help of Service quality GAP analysis. The findings of this study would help IRCTC and management of railway catering units to identify the main reasons for the difference in service quality level among different catering units and to formulate suitable catering policies for better customer’s oriented services.