| dc.description.abstract | Quality of the product or service is considered as
a primary indicator of organizational performance. Every
organization make an attempt to put their maximum effort
to cater better goods and services which fulfills customer
satisfaction by drawing attention towards quality of them.
Thus it is need of the hour to identify the potential of
generating income from the transport sector, especially in
Railway transport sector. Satisfying foreign travellers’ travel
experiences in positive way will make a win –win situation of
both sectors, Travel and Tourism. The main objective of this
study is to identify the Relationship prevailing between the
Quality Dimension in foreigners’ satisfaction on railway
transport in Sri Lanka. Sub objectives are 1.To Identify the
mostly impact service Quality Dimension towards foreigners’
satisfaction on railway transport in Sri Lanka 2. To identify
the service Quality Dimensions which should be developed in
order to attract foreigners to the railway transport method
in Sri Lanka. SERVQUAL model is used to identify the service
quality dimensions towards customer’s satisfaction. Primary
data are obtained from 50 foreign railway travellers drawn
using Convenience Sampling method. Questionnaire was
used as strategic tool to gather data. Descriptive statistics,
linear regression model Karl Pearson’s correlation are used
to analyze the data. Analyzed data revealed that there is a
positive relationship between foreign traveler’s satisfaction
on railway service and service quality dimensions other than
Assurance and Empathy in SERVQUAL model. Tangibility,
Reliability and Responsiveness dimensions have low level
positive impact on their satisfaction. Assurance and Empathy
are the service quality dimensions which should be
developed in railway service in order to attract more foreign
railway travelers to get generated the more tourists’ receipts
as they indicates negative relationships towards their
satisfaction on railway service. | en_US |
