Service Quality Impact on Passenger Satisfaction: Network Rail

This research proposal investigates the relationship between service quality and passenger satisfaction within the context of Network Rail, a key player in the UK rail sector. The study aims to determine the association between service quality and passenger satisfaction, with specific objectives to understand service quality concepts, evaluate relevant theories and models, assess the correlation between service quality and passenger satisfaction at Network Rail, and recommend strategies for enhancing customer satisfaction. The research will employ a qualitative approach, using an inductive research approach and interpretivism research philosophy. Data will be collected through surveys with 20 customers, utilizing both primary and secondary sources. Thematic analysis will be used for data analysis. The study acknowledges research limitations, including time constraints and budget considerations, and provides a detailed timeline for the research activities. The proposal also includes ethical considerations, references, and addresses reliability and validity concerns.