Abstract:
Tourism is one of the blooming industries in Sri Lanka which is
recorded as the third foreign earning source. The literature proves
that the driven force of tourism industry is transportation modes
available in the host country where public transportation services
are the one of popular modes to travel around country. Therefore,
this research headed to the public land transportation service in
Sri Lanka. The pilot survey identified that train service is much
popular among tourists to travel for some destinations; hence, the
study was conducted with special reference to Colombo-Badulla
train service. Providing a better service for customers is the most
appropriate way to attract them for the so-called service. Thus,
this study was conducted to investigate the service quality of the
train service in Sri Lanka from tourists’ perspective. Survey
method was used to collect data from tourists and 271
questionnaires were collected. The results of the mean analysis
identified the most and the least important factors of service
quality as empathy and reliability respectively. Thus, time has
come for service providers and the government to establish
appropriate strategies to increase the service quality of the train
service in most important aspects to attract more tourists to the
railway service and to increase their satisfaction.
