SERVICE QUALITY OF RAILWAY TRANSPORTATION IN SRI LANKA: TOURISTS’ PERSPECTIVE WITH SPECIAL REFERENCE TO COLOMBO – BADULLA TRAIN SERVICE

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.