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Research Article

EEO. 2021; 20(1): 6779-6787

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

Dr. Mohit Kumar Ojha, DR. Rajesh Kumar Upadhyay.


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.

Key words: customer satisfaction, railway platforms, Prayagraj Junction, North Central Railway Zone, Indian Railways.

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