DOI: 10.4018/IJCRMM.2020040103 International Journal of Customer Relationship Marketing and Management Volume 11 • Issue 2 • April-June 2020 Copyright © 2020, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. 37 Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways Ravi Dandotiya, Chitkara University, Punjab, India Pranav Aggarwal, Chitkara University, Punjab, India Ram Gopal, Chitkara University, Punjab, India ABSTRACT This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality, namely freshness, taste, presentation, and temperature. In addition, the effect of price on satisfaction is also measured. Food quality has been considered the basic component of customer satisfaction in restaurants, but there are very few studies in railway-related food and beverage quality. The objective of the research is to study the effect of food, beverage quality and price on passenger satisfaction in Indian railways. This study also tries to investigate key attributes related to food and beverage quality, which are important in improving overall satisfaction. The results show that all the food and beverage quality attributes and price significantly affect passenger satisfaction. Subsequent regression analysis exhibits that taste followed by presentation were the most important factors in achieving passenger satisfaction. The managers can focus on the key food and beverage attributes, which brings out the passenger satisfaction. KeywoRdS Disconfirmation Theory, Food and Beverage Quality, Passengers, Price, Railways, Satisfaction INTRodUCTIoN Customer satisfaction and service quality are interlinked notions where one is definitely going to affect other; good quality product leads to higher satisfaction (Oliver, 1980; Yuksel & Rimmington, 1998; Hallak et al., 2018). Service quality is a very vast phenomenon and different people have different perceptions about it. Most commonly used definition is that it is supposed to be the study of differences among expectation and perception of a received product or received service (Zeithaml et al., 1988; Grönroos, 1982; Yuksel & Yuksel, 2008). Two main factors food quality and food service quality are important in the overall customer satisfaction in the vast realm of the hospitality sector - in the food and beverage industry. Both of these complement each other. Success in this industry depends a lot on understanding a customer (Kandampully et al., 2018). Survival requires surveillance and a continuous quality check to ensure customer satisfaction. Satiation always remained the most important in food provision. There is little