Analysis of Service Quality Expectation of Passengers: Case Study of Colombo Fort Railway Station

Abstract

This study investigates passenger perceptions of service quality at Colombo Fort Railway Station using the SERVQUAL model, focusing on five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. By examining demographic characteristics such as gender, age, income, frequency of use, trip purpose, and time of travel, this research aims to identify significant differences in service quality expectations among diverse passenger groups. Data were collected from 300 passengers through a structured survey and analyzed using t-tests and ANOVA. The findings highlight critical areas for improvement, including enhanced schedule adherence, improved communication, and better maintenance of station facilities. Notably, the study reveals that daily and weekly commuters report lower satisfaction levels with train punctuality compared to occasional users, while older passengers express higher satisfaction with emergency response and lost item retrieval services. These insights provide valuable recommendations for Sri Lanka Railways to enhance service quality, thereby increasing passenger satisfaction and loyalty. The study underscores the importance of tailored service improvements to meet the specific needs of different passenger demographics, contributing to a more efficient and reliable railway system in Sri Lanka.