The British railway industry was facing challenges in the early 1990s prior to privatisation for which it was difficult for the railway industry to run the industry strategically by mitigating the existing issues. Haywood (2016) opined that, the rail way industry in the UK faced the challenge of maintenance and reliability. In such an era of increasing population, the rail way industry was suffering in delivering quality service to the customers as per their needs and preferences (Jupe and Funnell, 2015).