Track: Undergraduate Research Competition

Abstract

The Philippines is currently still in the midst of a pandemic, the Philippine railway systems such as the LRT and MRT are still part of the daily lives of commuters. In this context, this report surveys 400 commuters’ insights and notions regarding the service quality provided by the Philippine Railway System. The SERVQUAL scale will be used to determine the commuters’ insights and notions of proper service quality. Evaluating service quality is critical in order to boost passenger satisfaction and loyalty in riding a train in railways. It is essential for customers to maintain contentment and to increase morale. The study aims to recommend new policies to the railway system for the improvement of its quality service during pandemic and for the future purposes. Updates to the results of the interviewees' (customers') work are also required to make sure that the users' expectations and perceptions of the railway system's current internal and external performance, as well as its capacity to serve the general public (including the elderly and PWDs) and improve their facilities and equipment to do so, are plausible.