Assessment of Unorganised Commuter Service Quality in East Sikkim Zone Over Servqual Dimension

Abstract

Sikkim is a State in the North-Eastern region of India. Being a part of the Himalayan Series, movement in this region is difficult as compared to the plains of the country. This research work tries to identify the quality of present commuter services provided by unorganized private taxi operators. The author used the time-tested SERVQUAL model to measure the expectation and perception of the passengers towards these services. The GAP score identified reflected that the local passengers are almost happy with the available services. However, the research indicates that further research on the demography needs to be done to understand the expectations and perception of the local passengers.