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Analysis of Customer Satisfaction Factors on Luxury Rail Service from Colombo to Kandy, Sri Lanka

Authors:

T. H. A. Jayawickrama ,

CINEC Institute of Higher Education, Millennium Drive, IT Park, Malabe, LK
About T. H. A.
Department of Logistics and Transport, Faculty of Management Humanities and Social Science
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N. B. Senanayaka,

Southern Spars International (Pvt) Ltd., Lot 51, Phase 1, BEPZ, Walgama, Malwana, LK
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G. G. P. Pinsara,

CINEC Institute of Higher Education, Millennium Drive, IT Park, Malabe, LK
About G. G. P.
Department of Logistics and Transport, Faculty of Management Humanities and Social Science
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S. S. Wanniarachchi

CINEC Institute of Higher Education, Millennium Drive, IT Park, Malabe, LK
About S. S.
Department of Logistics and Transport, Faculty of Management Humanities and Social Science
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Abstract

The Luxury Rail service has been demonstrating a boost in the transport service sector in the past two decades in Sri Lanka. This study identifies the factors affecting customer satisfaction on the Luxury rail service in Sri Lanka on the Colombo–Kandy route.

 

The target population of this research is the total passengers using the luxury rail services available in Sri Lanka and a sample of 250 has bee, used for data collection based on satisfied random sampling method. Data has been collected using a questionnaire survey on local and foreign rail passengers of selected Railway services, i.e. First Class observation saloon. Expo-Rail and Rajadhani Express, which operates daily from Colombo to Kandy and vice versa. The response rate for the questionnaire has been 86%.

 

The Descriptive analysis of collected results has shown that majority of the luxury rail travellers are private sector employees and annual travellers. It has proved that the data set has obtained reliability of value as 0.868. The Factor Analysis and Principal Component Analysis of the data have shown that customer satisfaction factors in luxury rail concept have slightly attracted towards the convenience of trip planning and efficiency of service providers. As per the study, most influencing factors in customer satisfaction are comfortability in the accommodation in carriage and station, Technology and Entertainment availability, Information and employee responsiveness, quality of the service, complain handling mechanism and Package attractiveness.

 

The progress and the development have always depended on the level of satisfaction of the customes. This Study further suggests that use of cutomer service maketing concepts with good internet and promotional campaigns with pricing strategies would help the luxury rail service providers to increase the satisfaction level of customers and the duture growth of the lusury rail services.
How to Cite: Jayawickrama THA, Senanayaka NB, Pinsara GGP, Wanniarachchi SS. Analysis of Customer Satisfaction Factors on Luxury Rail Service from Colombo to Kandy, Sri Lanka. CINEC Academic Journal. 2017;2:127–32. DOI: http://doi.org/10.4038/caj.v2i0.68
Published on 30 Dec 2017.
Peer Reviewed

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