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Abstract

In transportation service, Railways play vital role for customers to reach their destinations with comfort and Economy in India. Railways as a Public sector, operating in a monopoly competition, will it be same like other service firms operating in competitive markets in terms of complaint behaviour. This paper focus on investigating the complaint behaviour of customers in South Central Railway, Vijayawada, Andhra Pradesh.120 samples were selected from different stations in and around Vijayawada for data collection. Data was collected and analyzed through a standardized questionnaire which was tested in terms of reliability and validity by experts. T-test, Descriptive statistics were used and found that most of the respondents are complaining to the service providers at the instance when customers are dissatisfied with the service, but it was found that less were exiting from services given by SCR. At last, the study consists of implications and future scope for researchers.


Keywords: Dissatisfaction, Complaint behaviour, Monopoly, South Central Railway.

Article Details

How to Cite
Turaga, N. K., Palla, V., Bandaru, S. R., & Turaga, M. (2019). Dissatisfaction to Complaint behavior in South Central Railways -A Monopoly Market. Restaurant Business, 118(12), 307-313. Retrieved from https://journals.eduindex.org/index.php/rb/article/view/13478