Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways

Abstract

This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality, namely freshness, taste, presentation, and temperature. In addition, the effect of price on satisfaction is also measured. Food quality has been considered the basic component of customer satisfaction in restaurants, but there are very few studies in railway-related food and beverage quality. The objective of the research is to study the effect of food, beverage quality and price on passenger satisfaction in Indian railways. This study also tries to investigate key attributes related to food and beverage quality, which are important in improving overall satisfaction. The results show that all the food and beverage quality attributes and price significantly affect passenger satisfaction. Subsequent regression analysis exhibits that taste followed by presentation were the most important factors in achieving passenger satisfaction. The managers can focus on the key food and beverage attributes, which brings out the passenger satisfaction.