Harnessing Artificial Intelligence for Enhancing Passenger Experience in Pakistan Railways: A Service Science Perspective
DOI:
https://doi.org/10.35484/ahss.2025(6-III)43Keywords:
Artificial Intelligence (AI), Pakistan Railways (PR), Passenger experience and Value co-creationAbstract
The present research seeks to investigate the potential of Artificial Intelligence (AI) in improving the Pakistan Railways (PR) passenger experience in terms of operational efficiency, safety, and service quality. Pakistan Railways has been plagued by ongoing issues of delays, ticket shortage, safety issues, and all these factors decrease passenger satisfaction. Global evidence is available that daily services can be enhanced with AI in predictive maintenance, scheduling, safety, and customer-focused services. Qualitative conceptual research design was used, making use of literature review and secondary data analysis to put forward a framework for integrating AI in PR. The results indicate that AI applications enhance predictive maintenance, decrease delays, streamline scheduling, increase safety, and offer personalized passenger services. These results as a whole enhance satisfaction, loyalty, and efficiency. PR must adopt AI through phased pilot projects, enhance technical capacity, undertake stakeholder engagement, and obtain long-term funding for sustainable integration.
Downloads
Published
Details
-
Abstract Views: 99
PDF Downloads: 30
How to Cite
Issue
Section
License
Copyright (c) 2025 Annals of Human and Social Sciences

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
RESEARCH OF SOCIAL SCIENCES (SMC-PRIVATE) LIMITED(ROSS) & Annals of Human and Social Sciences (AHSS) adheres to Creative Commons Attribution-Non Commercial 4.0 International License. The authors submitting and publishing in AHSS agree to the copyright policy under creative common license 4.0 (Attribution-Non Commercial 4.0 International license). Under this license, the authors published in AHSS retain the copyright including publishing rights of their scholarly work and agree to let others remix, tweak, and build upon their work non-commercially. All other authors using the content of AHSS are required to cite author(s) and publisher in their work. Therefore, RESEARCH OF SOCIAL SCIENCES (SMC-PRIVATE) LIMITED(ROSS) & Annals of Human and Social Sciences (AHSS) follow an Open Access Policy for copyright and licensing.