Project Report Entitled

A STUDY ON CUSTOMER SATISFACTION REGARDING SERVICES AND

FACILITIES PROVIDED BY THE INDIAN RAILWAYS WITH SPECIAL REFERENCE
TO PATTAMBI REGION

Submitted to

UNIVERSITY OF CALICUT

In partial fulfilment of the requirement for the award of degree of

BACHELOR OF COMMERCE

Submitted by

ARDRA NAIR

Reg No: WPATBCM013

Under the guidance and supervision of

Mrs SNEHA KV

(Assistant Professor)

MES ARTS AND SCIENCE COLLEGE AMAYUR

(Affiliated to Calicut University)

2019-2022
 DECLARATION

I, ARDRANAIR hereby declare that the project report entitled “A STUDY ON

CUSTOMER SATISFACTION REGARDING SERVICES AND FACILITIES PROVIDED
BY THE INDIAN RAILWAYS WITH SPECIAL REFERENCE TO PATTAMBI REGION”
submitted to the University of Calicut in partial fulfilment of the requirements
for the award of degree of BACHELOR OF COMMERCE is a record of original
work done by me under the guidance of Mrs. Sneha KV. I also hereby declare
that this project has not been submitted at any time to any other university or
institute for the award of degree or diploma or fellowship or other titles.

PLACE: PATTAMBI ARDRA NAIR

DATE: REG.NUMBER:WPATBCM013
 ACKNOWLEDMENT
I extend my sincere and heartfelt gratitude to Mrs Geetha, principal of M.E.S.
ARTS AND SCIENCE COLLEGE, PATTAMBI, for providing me with such an
wonderful environment for me to complete this project successfully. I express
my sincere gratitude towards Mrs_________, Head of the Department of
Commerce and Management Studies who supported me in conducting this
project. I properly utilized this privilege to express my heartfelt gratitude to my
faculty guide Mrs. SNEHA KV, Assistant Professor M.E.S. ARTS AND SCIENCE
COLLEGE PATTAMBI, who gave me helpful suggestions and valuable guidance.
I am also thankful to everyone who directly or indirectly helped me for the
successful completion of this project. I am grateful to my parents and mu
friends for the encouragement and support they have given to me to submit
the report in the scheduled time period.

Place: Pattambi ARDRA NAIR

Date: REG. NO.: WPATBCM013

M.E.S. ARTS AND SCIENCE COLLEGE, PATTAMBI

 CONTENTS

CHAPTER NO. CONTENT PAGE NO.

1 INTRODUCTION

Introduction
2-7
Importance of the study

Scope of the study

Statement of the
problem
Objectives of the study

Research Methodology

Limitations of the study

2 REVIEW OF LITERATURE 9-12

3 THEORETICAL
FRAMEWORK 14-21

4 DATA ANALYSIS AND

INTERPRETATION 23-45

5 FINDINGS,
SUGGESTIONS AND 47-51
CONCLUSIONS

6 BIBLIOGRAPHY 53

7 APPENDIX 55-58
 LIST OF TABLES

SL NO. TITLE PAGE NO.

4.1 Age wise classification 23

4.2 Marital status based classification 24
4.3 Educational qualification based classification 25
4.4 Classification on the basis of type of passenger 26
4.5 Experience based classification 27
4.6 Classification on the basis of frequently used 28
train
4.7 Classification on the basis of mostly preferred 29
travelling class
4.8 Preference based classification 30
4.9 Classification on the basis of satisfaction with 31
existing safety measure
4.10 Classification on the basis of Women security 32
programs
4.11 Classification on the basis of satisfaction from 33
women programs
4.12 Environment based classification 34
4.13 Classification on the basis of Canteen Facilities 35
4.14 Classification based on satisfaction from 36
sanitation facilities
4.15 Train fare based classification 37
4.16 Classification on the basis of Wi-Fi facilities in 38
train
4.17 Classification on the basis of offences in train 39
4.18 Classification based on types of offence 40
4.19 Amenities based classification 41
4.20 Classification on the basis of placement of 42
amenities
4.21 Classification based on ticket reservation 43
platform
4.22 Classification on the basis of effectiveness of 44
online services
4.23 Punctuality wise classification 45
 LIST OF CHARTS

SL NO. TITLE PAGE NO.

4.1 Age wise classification 23

4.2 Marital status based classification 24
4.3 Educational qualification based classification 25
4.4 Classification on the basis of type of passenger 26
4.5 Experience based classification 27
4.6 Classification on the basis of frequently used 28
train
4.7 Classification on the basis of mostly preferred 29
travelling class
4.8 Preference based classification 30
4.9 Classification on the basis of satisfaction with 31
existing safety measure
4.10 Classification on the basis of Women security 32
programs
4.11 Classification on the basis of satisfaction from 33
women programs
4.12 Environment based classification 34
4.13 Classification on the basis of Canteen Facilities 35
4.14 Classification based on satisfaction from 36
sanitation facilities
4.15 Train fare based classification 37
4.16 Classification on the basis of Wi-Fi facilities in 38
train
4.17 Classification on the basis of offences in train 39
4.18 Classification based on types of offence 40
4.19 Amenities based classification 41
4.20 Classification on the basis of placement of 42
amenities
4.21 Classification based on ticket reservation 43
platform
4.22 Classification on the basis of effectiveness of 44
online services
4.23 Punctuality wise classification 45
 CHAPTER 1
INTRODUCTION

[1]
1.1 INTRODUCTION
Mobility is one of the most fundamental and important characteristics of
economic activity as it satisfies the basic need of going from one location to
the other, a need shared by passengers, freight and information. The transport
sector is an important component of the economy, impacting on development
and the welfare of population. When transport systems are efficient, they
provide economic and social opportunities and benefits that result in positive
multiplying effects such as better accessibility to markets, employment and
additional investments. Transport has recorded an extensive growth over the
years both in spread of network and in output of the system. Glimpses of
several modes of transport such as rail, road, water ways, air and metro are
included. Indian Railway is the second largest railway in the whole world.
Indian railway is one of the most effective networks established in 1853 to
operate both long distance and suburban rail systems on a multi-gauge
network of broad, meter and narrow gauges. The Indian Railway helps to unite
the integral, social, economic, and cultural foundation of the country. Indian
railway has around 114,500 kilometres of railway track with 7500 railway
station. This Railway carries approximately 30 million passengers and 2.8
million tons of freight daily. In response to growing concerns from passengers
about poor or inconsistent quality, the Indian Railways are increasingly
realizing the significance of passenger centred philosophies and thereby,
seeking ways to improve and provide better passenger service. The Indian
Railways is a principal service provider in the transport sector in the country. It
has already crossed 150 years of its existence. The first train was introduced in
India on 16th April, 1853 between Boribandar (Mumbai V.T.) and Thane. The
Indian Railways has successfully adapted itself to the changing needs of travel
and transport in the country. It has also absorbed various advancements in the
field of railway technology and kept itself equipped continually to meet the
growing requirements of passenger and freight traffic. The management and
formulation of policy is entrusted with the Railway Board comprising the
Chairman, Financial Commissioner and five other functional Members who

[2]
look after the individual departments, namely Electrical, Mechanical,
Engineering, Traffic and Personnel. The Board is vested with wide managerial
and financial powers to supervise, maintain and control effectively the railway
assets and operations through the various zonal and divisional organizations.

[3]
1.2 IMPORTANCE OF THE STUDY
This study is conducted to understand the various amenities provide by the
Indian railway for the female passengers in railway stations. It is conducted to
analyse whether the amenities are beneficial to the female passengers.

1.3 SCOPE OF THE STUDY

This study aims to investigate the passenger satisfaction about amenities
provided by Indian railway. There are many types of amenities are providing to
ladies passenger. And this study aims to know that if the passengers are
satisfied with that existing amenities or services. Sample size that will be taken
for the study would be 50 passengers.

1.4 STATEMENT OF THE PROBLEM

Among the various modes of transport, Railways is one of the biggest modes
of passenger transport in the world. Indian Railways faces more competitive
threats from airlines, luxury buses, public transports, and personalized
transports. Though there are competitions from various mode of transport,
Indian Railways has its unique features and it provides more services to the
passengers. With the increase of technological advancements, Indian Railways
have started to use the latest technology for making the service delivery
process more efficient. In order to satisfy the passengers, the Indian Railways
provides various services to its passengers. But, the passengers still face some
problems. Hence, the researcher in this study has made an attempt to answer
the question “What are the problems faced by the passengers while travelling
by train, at station and on board?” Satisfaction is based on the perception of
passenger on various services offered by rail system. To offer customized
services. It is essential to understand the expectations and perceptions of the
passengers with regard to amenities provided by rail system.

[4]
1.5 OBJECTIVES OF THE STUDY
To study the amenities provided by Indian Railway with regard to platform and
train.

• To understand whether the amenities are beneficial for passengers

• To measure level of satisfaction of passengers on services provided by the

railway system.

• The study was conducted in railway stations.

• This study is conducted to understand various amenities provided by Indian

railway for its female passengers.

1.6 RESEARCH METHODOLOGY

A research design is considered as the frame work or plan for a study that
guides as help the data collection and analysis of data. The research design is
exploratory and descriptive for the present study.

1.6.1 SOURCE OF DATA

The data presented are both primary and secondary data.

PRIMARY DATA

Primary data is a type of data that is collected by researchers directly from

main sources through interviews, surveys, experiments, etc. Primary data are
usually collected from the source—where the data originally originates from
and are regarded as the best kind of data in research. The primary data are
those data collected by investigator for the time for their own purpose.

[5]
SECONDARY DATA

Secondary sources are the data that have been already collected by others and
is readily available from other sources.

a. Internet: Collected various data about migration and characteristics of

works.

b. Reference books: Collected data about migration history and motivation

factors of migration for analysis purpose.

1.6.2 Sample design

Convenience sampling refers to the collection of data. From the sample
respond as population who are conveniently available at study area. There are
50 respondents have been chosen for the present study.

1.6.3 SAMPLE SIZE

The sample size is amounted to 50 respondents.

1.6.4 TOOLS FOR COLLECTING DATA

Questionnaire is used for collecting data from customers. Percentage analysis
is used for data analysis. Tables and graphs are used for data presentation.

1.6.5 TOOLS FOR ANALYSIS

Questionnaire is used for collecting data from customers. Percentage analysis
is used for data analysis. Tables and graphs are used for data presentation.

[6]
1.6.6 PERIOD OF STUDY
The period of the study was 21 days.

1.7 LIMITATION OF THE STUDY

• Random selection of sample from a large group of passengers does not bring
actual performance.

• Responses given by respondents may not be accurate.

• The period of the study was limited.

• The opinion of respondents may be biased.

[7]
 CHAPTER 2
REVIEW OF LITERATURE

[8]
Nalini Devi [1996] “A Study of Personal Management Practices in South
Central Railway and the Perceived Effectiveness of Its Operations by the
Passengers”. The study revealed that both the categories of employees have
regular meetings with their subordinates, which is important to improve the
performance of the subordinates. The regularity of the superiors meeting the
subordinates depends on span of control. It is observed that the span of
control is sufficient as expressed by majority of the employees.

Bansal and Sharma [1997] analysed a study about the catering services in the
Indian Railways; the objective of this study was to observe and analyse the
catering service of the dining cars and to correlate it to the hazards that may
accrue with consumption of contaminated food. The study revealed that the
infrastructure of the railway dining cars, the hygienic practices observed by the
food handled and the entire catering process from storage of unsatisfactory
and fraught with health hazards. Almost all the model regulations for food
safety had been flouted. The study also revealed that there is no detailed
‘modus operandi’ for the monitoring and surveillance of the catering
operations of the dining cars, which were potentially conducive to the
transmission of food-borne infections, are quality conscious and seeks to
provide comfort and security to its passengers.

Nanda Kumar Mekoth [1997] had made a study on “Quality of service in

passenger Road Transport: A comparison between public and private sectors
with reference to Goa”. This study evolves a method to measure the quality of
service of passenger road transport service as perceived by the customers. To
establish a positive relation, between the results of the measurement of
quality of services using both the approaches so as to prove that the customer
perception is related to actual service performance.

[9]
Rama Prasad (2002) “A Study on Passenger Amenities in Railways” has found
that more general compartments will be required for short distance travellers
and it has been found that most of the passengers are not happy particularly
with the quality of food. Quality of food should be improved and variety of
items should be introduced.

Sumathy (2005)” history of Southern Railways”, has pointed out that South
India is noted for the large number of important Hindu festivals. Not less than
175 festivals are held annually at southern part of India. Special trains were
operated during festival time. Temporary waiting halls, latrines etc., were
provided at Kumbakonam and seventeen other stations on festival occasions.
Special arrangements were made at Kumbakonam in 1933. Six sheds each
containing a booking office were provided for pilgrim passengers. Each shed
was for a group of stations and special timetables were drawn out and issued
well in time. About 46,000 passengers were transported.

Sudip Roy and Datta [2005] undertook a case study about ranking of public
transport modes. According to the characteristics of abstract nature in Kolkata,
the identification of model attributes is a complicated task as most of them are
interrelated to each other. In the present study seven model attributes are
chosen via, fare, and travel speed, waiting time, comfort, reliability, availability
and safety feeling. All the attributes assumed here are of abstract in nature
and have their numerical values in ordinal scale and are to be determined
through users’ assessments. The study revealed that respectively and with
regards to travel speed attribute the special bus has been ranked as the most
satisfying mode. The study also revealed that the waiting time for ordinary
buses has been considered to be minimum and that auto-rickshaw being third
in position and the reliability of a transit mode depends upon the degree of
deviation of actual journey time from schedule time.

[10]
Chang Ee Ling and Cyril De Run, (2009), “Satisfaction and Loyalty: Customer
Perception of Malaysian Telecommunication Service Providers”. This study
intends to investigate the factors that influence Customers’ Satisfaction and
Customer Loyalty in Malaysian Telecommunication Services. This is achieved by
utilizing a two-part research method. The first part utilizes an in-depth
interview method to obtain variables to be used in the second part of the
study. The second part consists of a questionnaire distributed to 125
respondents. A factor analysis is carried out.

Vanniarajan.T and A. Stephen, (2012), “Railqual and passengers Satisfaction:

an empirical study in Southern Railway”. This article identifies the attributes
which passengers use to evaluate the service quality of Indian railways and
develops a comprehensive instrument namely RAILQUAL. The linkage between
Railqual and passengers’ satisfaction is also evaluated by the data collected
from the passengers of Southern Railways. The important railqual factors
identified by the passengers are reliability, assurance and empathy. The service
offered by southern railways is up to the expectations of their passengers. The
significantly and positively influencing railqual factors on the passengers’
satisfaction and image of the Indian railways are its reliability and empathy.
The intangible aspects of service performance of Indian railways have a strong,
direct and positive effect on the passengers’ favourable attitude and image.
This study would help the policy makers to monitor, control and improve their
service at the international level. It can also be used as an evaluation tool for
comparing the performance of Indian railways with reference to passengers’
expectation.

[11]
REFERENCES
•https://en.wikipedia.org

•http://www.ccsenet.org

• https://www.researchgate.net

• http://scholar.google.co.in

• http://scholar.google.com

• https://in.linkedin.com

• https://www.iupindia.in

[12]
 CHAPTER 3
THEORETICAL FRAMEWORK

[13]

3.1 INDIAN RAILWAY

Indian Railways is an Indian state owned enterprise owned and operated by
the Government of India through the Ministry of Railways. It is the one of the
largest railway networks comprising 11500km of track over a route of
67312km and 7112 stations. In 2014-2015 Indian Railway IR carried 8.397
billion passengers annually or more than 23 million passenger a day and
1058.81 million tons of fright in the year. Railways were first introduced to
India in the Year 1853 from Mumbai to Thane. In 1953 the systems were
nationalized as one the largest network in the world. Indian railway operates
both long distance and suburban rail systems on a multi gauge network of
broad, meter and narrow gauges. The history of rail transport in India began in
the mid – ninetieths century. The core of the pressure for building Rail ways in
India came from London. In 1848 there was not a single kilometre of Railway
line in India. The country’s first railway, build by the Great Indian Peninsula
Railway, opened in 1853 between Bombay and Thane. The East Indian Railway
company was established 1 June 1845 in London by deed of settlement with
the capital of Rs4000000, largely raised in London. It is interesting to note that
though the railways were introduced to facilitate the commercial interest of
the British, it played an important role in unifying the country. Railways are
ideally suited for long distance travel and movement of bulk commodities.
Regarded better than road transport in terms of energy efficiency, land use,
environment impact and safety it is always in forefront during national
emergency. Indian railways, the largest rail network in Asia and the world's
second largest under one management are also credited with having a multi
gauge and multi traction system. The Indian Railways have been a great
integrating force for more than 150 years. It has helped the economic life of
the country and helped in accelerating the development of industry and
agriculture. Indian Railways is known to be the largest railway network in Asia.

[14]

Facilities for Passengers

Computer based unreserved ticketing takes care of the large chunk of
unreserved segment of passengers. This facility allows issuance of unreserved
tickets from locations other than boarding station.

Indian Railway Catering and Tourism Corporation

IRCTC has launched on line ticketing facility with the aid of Centre for Railway
Information System, which can be booked on www. Irctc.co.in. For the
convenience of customers queries related to accommodation availability,
passenger status, train schedule etc. are can all be addressed online.
Computerized reservation facilities have made the life easy of commuters
across India. National Train Enquiry system is another initiative of Indian
Railways which offers train running position on a current basis through various
output devices such as terminals in the station enquiries and Interactive Voice
Response Systems (IVRS) at important railway stations. Railways are
committed to provide improved telecommunication system to its passengers.
For this Optical Fibre Communication (OFC) system has been embraced, which
involves laying optical fibre cable along the railway tracks.

Indian Special Trains

Indian Railways have several special trains, which are known across the world
such as Darjeeling Himalayan Railway, Nilgiri Mountain Railway, and Palace on
Wheels, Samjhauta Express, Lifeline Express, Fairy Queen, Himsagar Express
and others. Darjeeling Himalayan Railways, running from New Jalpaiguri to
Darjeeling, a hill station at an elevation of 2134 meters has attained the World
Heritage Status from UNESCO. The Nilgiri Mountain Railway is credited with
being only rack railway in India. 'Palace on Wheels' gives you the experience of
a royalty. The train passes through following destinations. Jaipur, Jaisalmer,
Jodhpur, Sawai Madhopur, Chittaurgarh,Udaipur, Bhagalpur and Agra. While
Fairy Queen, the oldest functioning steam engine has received Heritage Award
at the international Tourist Award apart from finding a place in Guinness Book
of World Records.

[15]

National Vikas Yojana

The government of India has initiated a scheme, 'National VikasYojna' for the
development of the Indian Railways. The scheme would focus on completion
on strategic projects within a stipulated period of time. The key projects under
this scheme are:

• Strengthening of Golden Quadrilateral and Diagonals connecting the 4 metro

cities i.e. Delhi, Mumbai, Chennai and Kolkata.

• Providing Rail based port-connectivity and development of corridors to

hinterland including multi-modal corridors for movement of containers.

• Construction of 4 mega bridges at Patna and Munger on river Ganga, at

Bogibeel on river Brahmputra and at Nirmali on river Kosi.

BASIC AMENITIES

Basic amenities were those which were necessarily required by passengers at

any station, big or small, at the time of becoming operational and included:

1 .Booking arrangements

2. Waiting hall/space

3. Benches

4. Arrangements for lighting

5. Drinking water

6. Platform Urinals and/or latrine

7. Shady trees/platform shelter

[16]

ADDITIONAL AMENITIES
Over and above these basic amenities, „additional facilities‟ were provided at
various stations as per requirements, which included:

1. Platform shelters

2. Raised platforms

3. Piped water supply

4. Refreshment rooms

5. Vendor stalls

6. Retiring rooms

7. Seating arrangements

8. Lighting

9. Clocks, water coolers

10. Fans, urinals, bath rooms, etc.

In 1995, these guidelines were reviewed for the first time. Due to certain
inherent deficiencies and lacunae, the guidelines were revised during 1999,
2003 and finally in 2007. In fact, it is mentioned by the Ministry that providing
of passenger amenities is an on-going process. Currently, facilities/amenities at
stations have been broadly classified into 3 main categories, namely: (a)
Minimum Essential Amenities (b) Recommended Amenities (c) Desirable
Amenities. Passenger amenities provided at stations have been classified into
the following three categories:

(a) Minimum Essential Amenities: When a station is constructed, certain

minimum amenities should be provided at each category of station and is
required to be provided at stations at all times. The details of the Minimum
essential Amenities to be provided at each category of stations are given in
Annexure-I. Amenities like booking facilities, platforms, shelters/shady trees,

[17]
drinking water arrangements, waiting hall/shed, seating arrangements and
time table display are required to be provided at all „A-1‟ and „A‟ to „E‟
category and halts if train stops at night. High level platforms and FOB are
provided at „A-1‟, „A‟ and „C‟ category stations.

(b) Recommended Amenities: After the Minimum Essential Amenities are

provided at stations, further augmentation to be done based on the volume of
passengers handled as per norms, is known as Recommended Amenities.
Recommended amenities are the amenities which the Railways attempt to
provide as per the laid down scale keeping in view the availability of funds and
relative priority of works. The recommended amenities are based on the
category of the stations and also the number of passengers dealt with at any
time during peak hours, including the inward and outward passengers
(excluding Mela Traffic). The Ministry further added that though these norms
are recommendatory in nature, Railways are making efforts at providing these
amenities. The list of Recommended Amenities to be provided at each
category of stations has been given at Annexure-II.

(c) Desirable Amenities: These amenities are considered desirable to improve

customer satisfaction and the interface process at stations. The quantum of
desirable amenities provided would depend upon the category of station.
These include items like catering and vending stalls, adequate parking and
circulating area, train indication board, public address system, etc. Further, it
was stated that the provision for desirable amenities need not wait for
complete provision of the recommended amenities and should be provided
based on the need and relative importance of the stations. Details of desirable
amenities identified for each category of stations are given at Annexure-III.

When asked about the criteria for providing these amenities, the Ministry have
stated that while provision of Minimum Essential Amenities is ensured at all
the stations all the time, the following considerations normally determine the
scope and scale of the passenger amenities at the stations: (i) Class of station;
(ii) Volume of passengers handled; (iii) Special characteristics of the station,
such as, those having tourist/religious importance, and; (iv) Availability of
funds.
[18]
On-Board Amenities: The on-board minimum facilities to be provided to be
maintained in proper condition so as to give comfortable service. These
passengers while on board a train includes amenities and fittings which would
include: Lighting and fans Cushioned berths and seats Toilets (except where by
design not provided) External fittings such as, reservation chart display plates,
destination boards.

The guidelines also provide that all long distance trains will have
conductors/coach attendants/Train Superintendents/TTEs to assist the
passengers and for attending to their complaints and grievances.

When asked about the major challenges being faced with respect to providing
minimum passenger amenities, the Ministry have replied that maintenance of
amenities and prevention of slippages pose the greatest problem, owing
primarily to the very high footfalls and high intensity usage of the amenities.
The main measures being taken in this regard by the Ministry include frequent
inspections and consequent remedial action to make good the deficiencies
noticed during such inspection.

Categorization of Stations: Indian Railways has more than 8000 stations which
have been categorized under 7 categories based on annual earnings from
passenger traffic of the stations.

[19]
 TICKET RESERVATION

Except for General class train tickets, Indian Railways requires reservations or
booking on all classes of travel. Reservation or booking allows the travellers to
find a confirmed berth in the selected class of a train. There are two main ways
in which you can make a booking or reservation. A passenger can make online
advance reservations through the IRCTC portal, which is also called as the e-
ticketing of Indian Railways. Other than that, a passenger can make a booking
physically through the Indian Railways booking counter at the railway station.
A passenger can make an advance reservation for up to 120 days in advance,
excluding the date of the journey at the train originating station, according to
IRCTC's website - irctc.co.in. Once a ticket is booked, a Unique PNR (Passenger
Name Record) is generated against every ticket.

TICKET RESERVATION THROUGH INDIAN RAILWAY COUNTER

Passengers who book tickets from the ticket counter of Indian railway station
get more privilege. They can opt for various quotas and concessions. Generally,
these options are not available for online train ticket booking. Passengers
booking tickets from the ticket counter can opt for the Senior Citizens, Ladies
quota and other related concessions.

Here are the steps one needs to follow to get a train ticket from the Indian
Railways booking counter:
 For booking a train ticket through Indian Railways booking counter visit the
nearest railway station and ask for the reservation form.
 Fill the passenger details (Like: Name/s, age, gender, berth preference)
 Return it to the booking counter with payment
 And then the passenger gets their ticket with a unique PNR number.

ONLINE TICKET RESERVATION

In case a passenger cannot go to the railway station they can book tickets
online. It is a most simple and easiest way of booking ticket.
Here are the steps one needs to follow to get a train ticket online:
 One can do online train tickets booking by logging into the IRCTC (a subsidiary
of the Indian Railways) website directly or by seeking help from licensed IRCTC
agents
 After that, select the source and destination stations
 Select the preferred train
[20]
 Check for train ticket availability
 Then fill the passenger details (Like: Name/s, age, gender, berth preference
and meal preference)
 After completing all the personal details, proceed towards payment
 Fill the details required at the time of payment
 Online train ticket booking is finalised once the payment is made
 A message or email will be sent to the passenger's registered details

Passengers do not have to input any ID card details during the train ticket
booking session. However, the passenger(s) needs to carry and show one of
following identity card during their journey. The original ID card is required for
validation purposes.
Following ID cards are considered valid by Indian Railway:
 Aadhar card
 Voter photo identity card
 Passport
 Driving License
 Pan Card
 The central/state government issued Photo Identity card
 Student Identity Card with photograph
 Nationalized Bank Pass Book with photographs
 Credit Cards with laminated photograph
 Photo identity cards having serial number

[21]
 CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION

[22]
 Table 4.1 Classification on the basis of Age
Serial No. Category No. of Percentage
Respondents
1 Below 20 10 20
2 20-30 15 30
3 31-40 18 36
4 Above 40 7 14
Total 50 100
Source: - Primary Data

4.1 Chart showing age of respondents

INTERPRETATION
This diagram shows the age category of the respondents. Here, 20 percentage
respondents were below the age of 20. 30 percentages of respondents were in
the age group 20 – 30. 36 percentage respondents were 30 – 40 years old. And
14 percentages respondents were above 40.

[23]

TABLE 4.2 CLASSIFICATION ON THE BASIS OF MARITAL STATUS

Serial No. Category No. of Percentage
Respondents
1 Unmarried 24 48
2 Married 26 52
Total 50 100
Source: - Primary Data

4.2 Chart showing Marital Status of respondents

INTERPRETATION
The chart shows the marital status of the respondents. 48 percentage of the
total respondents are unmarried and 52 percentage of the respondents are
married.

[24]

Table 4.3 Classification on the basis of Education Qualification

Serial No. Category No. of Percentage
Respondents
1 SSLC 19 38
2 Plus Two 15 30
3 Graduate 09 18
4 Above 07 14
Total 50 100
Source: - Primary Data

4.3 Chart showing Educational qualification of respondents

INTERPRETATION
The above chart shows the educational qualification of the passengers. Here
38 percentages of the respondents have completed their primary education
and 30 percentages of them have completed plus two. 18 percentages were
graduates and 14 percentages were above graduate.

[25]

Table 4.4 Classification based on type of passenger

 Serial No. Category No. of Percentage
Respondents
1 Regular 28 56
2 Irregular 22 44
Total 50 100
Source: - Primary Data

4.4 Chart showing the types of passengers

INTERPRETATION
The above chart shows the types of passengers. 56 percentage of respondents
are regular passengers and 44 percentage are irregular passengers.

[26]

Table 4.5 Classification on the basis of experience of travelling

Serial No. Category No. of Percentage
Respondents
1 Below 5 16 32
2 5-10 19 38
3 10-15 10 20
4 Above 15 5 10
Total 50 100
Source: - Primary Data

4.5 Chart showing experience of travelling

INTERPRETATION
The above diagram show that the majority of respondents experience of
travelling 5-10 years that is 38% and 10 percentage were above 15 year. And
20 percentage were 10- 15 year. And 32 Percentage were below 5.

[27]

Table 4.6 Classification on the basis of frequently used Train

Serial No. Category No. of Percentage
Respondents
1 Passenger 10 20
2 Express 20 40
3 Superfast 15 30
4 Intercity 5 10
Total 50 100
Source: - Primary Data

4.6 Chart showing frequently used Train

INTERPRETATION
The above diagram shows that classification of frequently used train. Here, 20
percentages of respondents frequently used passenger. 40 percentages of
respondents used express. And 30 percentages of respondents used superfast
and 10 percentages of respondents were used intercity.

[28]
 Table 4.7 Classification on the basis of travelling class mostly
preferred
Serial No. Category No.of Percentage
Respondents
1 General 11 22
2 Ladies 16 32
Compartment
3 Sleeper Class 10 20
4 A/c 13 26
Total 50 10
Source: - Primary Data

4.7 Chart showing frequently used class

INTERPRETATION
The above chart shows classification on the basis of most frequently used
travelling class. Most of the respondents use ladies compartment i.e. 32
percentage.22 percentage respondents use general compartment,20
percentage use sleeper class and 26 percentage use A/c compartment for
travelling.

[29]
 Table 4.8 Preference of Train compared to other modes of
Transport
Serial No. Category No. of Percentage
Respondents
1 Low fare 10 20
2 Comfort 14 28
3 Speed 17 34
4 Security 9 18
Total 50 100
Source: - Primary Data

4.8 Chart showing preference for train compared to other modes of

transport

INTERPRETATION
The chart shows the preference of train in respect to other modes of
transportation. Most of the respondents i.e. 34 percentage prefer train
because of its speed. 20 percentage of the respondents prefer it because of
the low fare, 28 percentage prefer it because of comfort and the rest 18
percentage prefer trains because of security.

[30]
Table 4.9 Existing safety measures provided by The Indian Railways
Serial No. Category No. of Percentage
Respondents
1 Strongly Agree 16 32
2 Agree 12 24
3 Neutral 10 20
4 Strongly Disagree 5 10
5 Disagree 7 14
Total 50 100
Source: - Primary Data

4.9 Chart showing Safety measures

INTERPERTATION
The chart shows information about the existing safety measure provided by
The Indian Railways. 32 percentages respondents strongly agree that trains are
safe. 24 respondents agree with existing safety measure. 20 percentages were
neutral on the topic. 10 percentages strongly disagree and 14 percentage
disagree.

[31]
 Table 4.10 Classification on the basis on Women Security
programmes
Serial No. Category No. of Percentage
Respondents
1 Yes 26 52
2 No 24 48
Total 50 100
Source: - Primary Data

4.10 Chart showing Women security

INTERPRETATION
The chart shows classification based on women security programs provided by
the Indian Railways. 48 percentage respondents say that there are no security
programs and 52 percentage respondents say that there are some women
security programs provided.

[32]
 Table 4.11 Classification based satisfaction of women programs

Serial No Category No. of Percentage

Respondents
1 Very Poor 10 20
2 Poor 15 30
3 Satisfactory 12 24
4 Good 7 14
5 Excellent 6 12
Total 50 100
Source: - Primary Data

4.11 Chart showing satisfaction of women programs

INTERPRETATION
The above diagram shows the satisfaction of respondents with regards to
women security and 12 percentage of respondents say that the women safety
programs are excellent. 14 percentage respondents think that they are good
and 24 percentages were satisfied. 20 percentages say that women safety
programs are poor and 20 percentage respondents say that the level of such
programs is very poor.

[33]
 Table 4.12 Classification on the basis of Present station
environment

Serial No. Category No. of Percentage

Respondents
1 Very Poor 07 14
2 Poor 10 20
3 Satisfactory 15 30
4 Good 12 24
5 Excellent 06 12
Total 50 100
Source: - Primary Data

4.12 Chart showing the present station environment

INTERPRETATION
This chart shows the classification on the basis of present station environment.
12 percentage respondents say that the present station environment is
excellent and 24 percentage respondents say that the environment is good.30
percentage of the respondents were satisfied with the environment. 20
percentage think it is poor and the rest 14 percentage believe the environment
to be very poor.

[34]
 Table 4.13 Classification on the basis of Canteen facility

Serial No. Category No. of Percentage

Respondents
1 Very Poor 10 20
2 Poor 15 30
3 Moderate 14 28
4 Good 11 22
5 Excellent 0 0
Total 50 100
Source: - Primary Data

4.13 Chart showing Canteen Facilities

INTERPRETATION
The chart shows the satisfaction level of respondents in accordance with the
canteen facilities provided by the Indian Railways. Here, no one says that the
canteen facility is excellent. 22 percentage people say that it’s good. 28
percentage of the respondents think that it is moderate and 30 percentage
believe it to be poor. The rest 23 percentage of the respondents say that its
very poor.

[35]
 Table 4.14 Satisfaction from Sanitation Facility

Serial No. Category No. of Percentage

Respondents
1 Yes 18 36
2 No 32 64
Total 50 100
Source: - Primary Data

4.14 Showing satisfaction from sanitation facilities

INTERPRETATION
This diagram shows the satisfaction of respondents derived from the sanitation
facilities provided by the Indian Railways. Majority of respondents say that
they are not satisfied.

[36]
 Table 4.15 Classification on the basis of existing train fares

Serial No. Category No. of Percentage

Respondents
1 Highly Dissatisfied 10 20
2 Dissatisfied 15 30
3 Neutral 8 16
4 Satisfied 10 20
5 Highly Satisfied 7 14
Total 50 100
Source: - Primary Data

4.15 Chart showing satisfaction with train fares

INTERPRETATION

The chart shows satisfaction level among respondents in respect of existing

train fare. 14 percentage of the respondents were highly satisfied, 20
percentage of the respondents were satisfied in the existing train fare. 16
percentage of the respondents hold a neutral stance. 30 percentage of the
respondents were dissatisfied and 20 percentage of the respondents were
highly dissatisfied with the existing train fares.

[37]
 Table 4.16 Classification on the basis on Wi-Fi facilities in train

Serial No. Category No. of Percentage

Respondents
1 Yes 36 72
2 No 14 28
Total 50 100
Source: - Primary Data

4.16 Chart showing classification on the basis of Wi-Fi facilities

INTERPRETATION

The above chart shows that Indian Railways provide good Wi-Fi facilities. 72
percentage of the respondents say that they provide Wi-Fi and the rest 28
percentage say that they don’t provide Wi-Fi facilities.

[38]
 Table 4.17 Classification the basis of Offences in Train

Serial No. Category No. of Percentage

Respondents
1 Yes 26 52
2 No 24 48
Total 50 100
Source: - Primary Data

4.17 Chart showing offences in train

INTERPRETATION

The above chart shows the answer of respondents when asked if they ever
faced any offense while travelling by train. 52 percentage of the respondents
said that they faced offences while travelling and 48 percentage of the
respondents said that they didn’t face any offense.

[39]
 Table 4.18 Classification on the basis of kinds of offences
Serial No. Category No. of Percentage
Respondents
1 Public Nuisance 07 24
2 Seat Cornering 11 42
3 Theft of Property 05 19
4 Others 03 12
Total 26 100
Source: - Primary Data

4.18 Chart showing Kinds of offense

Kinds of offence

45
40
35
30
25
20
15
10
5
0
Public Nuisance Seat cornering Theft of property Others

INTERPRETATION

This chart shows classification of the types of offences that the respondents
faced. Majority of the respondents i.e. 42 percentage faced seat cornering. 24
percentage faced public nuisance and 19 percentage said that their property
got stolen. Rest 12 percentage of the respondents said that they faced some
other type of offence while travelling by train.

[40]
Table 4.19 Classification on the basis of types amenities offered by
the railway system

Serial No. Category No. of Percentage

Respondents
1 Basic amenities 27 54
2 Modern 23 46
amenities
Total 50 100
Source: - Primary Data

4.19 Chart showing types of amenities

INTERPRETATION

The chart shows the various amenities provided by the Indian Railways. 54
percentage of the respondents say that Indian Railways provides basic
amenities and 46 percentage say that they provide modern amenities.

[41]
 Table 4.20 Classification on the basis of where most amenities are
provided by the Indian Railways
Serial No. Category No. of Percentage
Respondents
1 Railway station 28 56
2 Train 22 44
Total 50 100
Source: - Primary Data

4.20 Chart showing where most amenities are provided

INTERPRETATION

The above chart depicts what place most of the amenities provided by the
Indian Railways. 56 percentage of the respondents said that most amenities
are provided at the station itself and 44 percentage of the respondents said
that most amenities are provided on the train.

[42]
Table 4.21 Classification on the basis of ticket reservation platform

Serial No. Category No. of Percentage

Respondents
1 Indian Railway 14 28
Counter
2 Online 36 72
Total 50 100
Source: - Primary Data

4.21 Chart showing classification on the basis of ticket reservation

platform

Ticket Reservation

80
70
60
50
40
30
20
10
0
Indian Railway Counter Online

INTERPRETATION

This chart shows classification of the respondents on the basis of the platform
they use to book their railway tickets. 72 percentage of the respondents
choose to book their tickets online while 28 percentage of the respondents
book their tickets from the Indian Railways counter itself.

[43]
 Table 4.22 Classification on the basis of effectiveness of Indian
Railway’s online services

Serial No. Category No. of Percentage

Respondents
1 Very Poor 05 10
2 Poor 10 20
3 Satisfactory 12 24
4 Good 16 32
5 Excellent 07 14
Total 50 100
Source: - Primary Data

4.22 Chart showing effectiveness of Indian Railway’s online services

Effectiveness
35

30

25

20

15

10

0
Very Poor Poor Satisfactory Good Excellent

INTERPRETATION

The above chart shows the effectiveness of Indian Railway’s online services. 32
percentage of the respondents said that their online services are good and 20
percentage said they are excellent. 24 percentage of the respondents said they
were satisfactory. 20 percentage said their online services are poor and 10
percentage said that their online services are very poor.

[44]
 Table 4.23 Classification on the basis of Punctuality

Serial No. Category No. of Percentage

Respondents
1 Yes 12 24
2 No 38 76
Total 50 100
Source: - Primary Data

4.23 Chart showing classification on the basis of punctuality

Punctuality

80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION

This chart shows the classification of the respondents on the basis of how
punctual they say Indian Railways are. Here, 74 percentage of the respondents
say that they are not punctual and 26 percentage say that they are punctual.

[45]
 CHAPTER 5
FINDINGS, SUGGESTIONS
AND
CONCLUSION

[46]
FINDINGS

1) 20 percentage respondents were below 20. 30 percentages of respondents

were in the age group 20 – 30. 36 percentage respondents were between 30 –
40 and 14 percentage respondents were above the age of 40.
2) 48 percentage of the respondents are unmarried and 52 percentage
respondents are married.
3.) 19 percentage of the respondents have completed their primary education
while 30 percentage respondents have completed plus two and 18 percentage
were graduates and 14 percentage of the respondents were above graduates.
4.) 56 percentage of the respondents are regular passenger and 44 percentage
are irregular passenger.
5.) Majority of respondent’s experience of travelling is 5-10 years i.e. 32
percentage and 10 percentage had an experience of above 15 years. 20
percentage of the respondents had travelled for over 10-
15 year and 32 Percentage had an experience of below 5 years.
6.) 20 percentage of respondents frequently use passenger. 40 percentage of
respondents use express and 30 percentage of respondents use superfast.10
percentage of respondents use intercity.
7.) Most of respondents use ladies compartment i.e. 32 percentage and 22
percentage of the respondents use general compartment. 20 percentage use
sleeper class and 26 percentage use A/c compartment.
8.) Most of them prefer train because of its speed i.e. 34 percentage. 20
percentage respondents prefer trains because of low fare.28 percentage prefer
it because of the comfort it provides and 18 percentage prefer trains because
of security.
9.) 32 percentages respondents strongly agree with safety. 24 respondents
agree with the existing safety measure. 20 percentages were neutral on the
topic. 10 percentage strongly disagreed and 14 percentage disagree.
10.) 48 percentages respondents say that there are no women securities
programs for ladies. 52 percentages respondents say that there are some
women security programs.
11.) 12 percentages respondents said that the women security programs
provided by the Indian Railways are excellent and 14 percentages say they are
good. 24 percentages said that these programs are only satisfactory. 30
percentages said that these women security programs are poor and 20
percentages responded said that they are in a very poor level.

[47]
12.) 12 percentage respondents said that the present station environment is
excellent And 24 percentage of the respondents said that it’s good while 30
said that it is satisfactory. 20 percentage respondents said that the present
station environment is poor and 14 percentage said it’s very poor.
13.) No one said that the canteen facility provided by the Indian Railways is
excellent. 22 percentage said that it’s good and 28 percentage of the
respondents said the facilities are moderate. 30 percentage of the respondents
said that the canteen facility is poor and 20 percentage respondents said that it
is very poor.
14.) Majority of the respondents said that they are not satisfied with the
sanitation facilities provided by the Indian Railways.
15.) 14 percentage of respondents were highly satisfied with the existing train
fares and 20 percentage of respondents were satisfied with the existing train
fare. 16 percentages respondents hold a neutral stance neutral. 30 percentage
of the respondents were dissatisfied with the train fares and 20 percentages of
the respondents were highly dissatisfied with the existing train fares.
16) 72 percentage of the respondents say that the Wi-Fi facility provided by
the Indian Railways is good and 28 Percentage respondents say that it’s not
relevant.
17.) 52 percentage respondents say they faced some kind of offence while
travelling by train and 48 percentage respondents say that they did not face
any kind of offence while travelling by train.
18.) 24 percentage of the respondents faced public nuisance, 42 percentage
respondents faced seat cornering problems. 19 percentage respondents faced
theft of property and 26 percentage respondents faced some other type of
offense.
19.) 54 percentage respondent say basic amenities are mostly offered and 46
percentages said modern amenities are provided by the Indian Railways.
20.) On being asked at what place most of the amenities are offered by the
Indian Railways, 56 percentage respondents say at the railway station and 44
percentage of the respondents say on the train itself.
21.) 28 percentage respondents choose to book their railway ticket by going to
the Indian railway counter while 72 percentage book their tickets online.
22.) 10 percentage of the respondents that they find the effectiveness of
Indian Railways’ online services to be very poor, 20 percentage said that its
poor and 24 percentage of the respondents said that it is only satisfactory. 32
percentage of them think such services are good while only 14 percentage of
the respondents say that they are excellent.
23.) 24 percentage of the respondents say that the Indian Railways are
punctual and 76 percentage say that they are not punctual.
[48]
SUGGESTIONS

1.) Implement effective and far reaching service quality model.

2.) Since basic amenities and hygiene play an important role in determining the
satisfaction of the passengers, the Indian Railways should pay more attention
to provide such services.
3.) To provide more improvement in sanitation facility, canteen facility,
infrastructure in the train.
4.) Government should provide more amenities to the passengers.
5.) Provide Yatri Mitra Sewa for passengers requiring wheel-chair assistance.
6.) Provide Lifts and Escalators at the stations for facilitating movement across
platforms.
7.) Provide Well-appointed Retiring Rooms, Waiting Halls and Executive
lounges for passengers to relax during transit.
8.) Provision of facilities to physically handicapped persons to book reserved
tickets online.
9.) To improve delivery windows.
10.) To provide Drinking water and toilet facilities.
11) Install CCTV cameras and Wi-Fi both at the railway station and on the train
to provide safe and secure travel to its passengers.
12) Travellers are their main asset, so proper facilities must be provided to
them so as to make them feel comfortable and make them want to visit again.
13) Proper Grievance Redressal Cell at every station must be maintained.
14) Railway authorities should maintain appropriate number of railway guards
and take necessary steps to prevent the presence of unauthorized people in
trains.
15)Pattambi Railway Station still demands amenities such as escalators at
platforms, rest room facilities, recreational facilities, LED displays at the
terminal, more CCTV cameras, opening of new entrance, modernization of
existing terminal.
16) It is suggested that Railway authorities must provide up to date
information among the passengers regarding various services offered to them
in various classes of travel, concessions, timing, and new schemes.
17) The Railway authorities should maintain proper timing and punctuality in
the arrival and departure of travel, if there is any delay the passengers must be
informed with approximate time of arrival and departure

[49]
18) Special drives should be conducted to ‘apprehend and prosecute’ people
consuming alcohol on stations and in trains. Railways staff should to take
‘exemplary action’ against such cases.
19) The Rail Ministry should focus on the soft skills needed by employees to be
more sensitive towards incidents of eve teasing, molestation and assault. All
staff must be encouraged to report complaints quickly and ask GRP/RPF
officials to take prompt action, and should receive proper training that will help
them identify and respond to women and children in distress. 
20) A female-only coach, especially for long distance journeys involving one or
more nights of travel is still unavailable in all such trains where night journey is
required. Presently there are few trains with such provisions but that needs to
be increased.
21) Emergency buttons in trains, in the washrooms, to ensure women feel
safer in trains. To avoid misuse, a heavy fine can be charged in case of its
violation. There may also be an emergency complaint system (with the
provision of the speaker) that can connect a woman traveller directly to the
security person/guard who is present in the train.
22) Deployment of guards in every coach or at least two guards patrolling
trains, especially overnight ones should be achievable. Though it is in use at
present, but somehow this provision is not much effective
23) A sanitary napkin vending machine in washrooms of railway stations.
Sanitary Napkin along with basic medicines should be one of the things that
should be available (on request) in trains.

[50]
CONCLUSION

The most cost efficient mode of transport, Indian Railways enjoys preference
over other public transport systems. Used extensively for passenger and
freight transfer, Indian Railways proves itself the forerunner in the transport
sector as the most affordable, convenient and well-connected network. With
thousands of railway stations across the country, and relatively low train fare,
Indian Railways is the first choice for transfer goods and commodities.
The contribution of the study is the identification of factors that determine
female passenger’s satisfaction with amenities provided by the Indian
Railways. The study provides a direction for railway administration with areas
for improving services and female passenger satisfaction may be enhanced.
Overall empirical findings of the study are evident that female passengers
perceive that rail transport system, the main public sector transport, is not
currently providing good quality of amenities that can meet their expectation .
It is also evident that visible efforts by Indian railway should be in placed to
improve or upgrade rail transport system. In summery amenities quality of rail
transport is regarded critical so that it would enhance its female passengers’
satisfaction.

[51]
BIBILIOGRAPHY

[52]
BOOKS
• A Short History of Indian Railways - Rajendra B. Aklekar
• Research Methods -William M K .Trochim , Dreamtech press ; Second
edition (30 may 2003).
• Vanniarajan. T and Stephen. A, “Railqual and Passenger Satisfaction: An
Empirical Study in Southern Railways”, Asia-Pacific Journal of
Management Research and Innovation, Volume 4, Issue 1, March 2008.
• Abadi Dwi Saputra, “Analysis of Train Passenger Responses on Provided
Service Case Study: Pt. Kereta Api Indonesia and Statens Järnvägar (SJ)
AB, Sweden”, 2010, Karlstad University, Sweden, Published Thesis.
• The Railways of India with an account of their rise, progress and
construction (1868) – Edward Davidson

WEBSITES

• https://www.wikipedia.org
• https://google.com
• https://sr.indianrailways.gov.in
• https://www.yahoo.com
• https://www.irctc.co.in

[53]
APPENDIX

[54]
 QUESTIONNAIRE

Name:

1. Age :

Below 20 ☐ 31-40 ☐

20-30 ☐ Above 40 ☐

2. Marital status:

Unmarried ☐ Married ☐

3. Education qualification:

SSLC ☐ Graduate ☐

Higher secondary ☐ Others ☐

4. Type of passenger:

Regular ☐ Irregular ☐

5. How many years of experience do you have travelling by train? :

Below 5 ☐ 10-15 ☐

5-10 ☐ Above 15 ☐

[55]

6. Type of train that you frequently use:

Passenger ☐ Express ☐

Superfast ☐ Intercity ☐

7. Which travelling class do you mostly prefer? :

General ☐ Ladies compartment ☐

Sleeper class ☐ A/c ☐

8. Why do you prefer railways to all other modes of transport? :

Low fare ☐ Comforts ☐ Speed ☐ Security ☐ Reliability ☐

9. Do you agree with the existing safety measure provided by the railway
system? :

Strongly agree ☐ Agree ☐ Neutral ☐

Strongly disagree ☐ Disagree ☐

10. Are there any women security programme? :

Yes ☐ No ☐

11 Are you satisfied with the existing women programme provided by the
Indian Railways? :

Highly satisfied ☐ Satisfied ☐ Neutral ☐

Dissatisfied ☐ Highly dissatisfied ☐

[56]

12. How do you feel about the present station environment? :

Highly satisfied ☐ Satisfied ☐ Neutral ☐

Dissatisfied ☐ Highly dissatisfied ☐

13. What is your opinion about the canteen facilities provided in railway
stations? :

Highly satisfied ☐ Satisfied ☐ Neutral ☐

Dissatisfied ☐ Highly dissatisfied ☐

14. Are you satisfied with the sanitation facilities provided in trains? :

Yes ☐ No ☐

15. Are you satisfied with the existing train fare: ?

Highly satisfied ☐ Satisfied ☐

Neutral ☐ Dissatisfied ☐

Highly dissatisfied ☐

16. Do you think it’s good to provide Wi-Fi facilities in train? :

Yes ☐ No ☐

17. Have you ever faced any kind of offence while travelling by train? :

Yes ☐ No ☐

[57]

18. If yes, then what kind of offence? :

Public nuisance ☐ Seat cornering ☐

Theft of property ☐ Others ☐

19. What are the types of amenities provided rail system? :

Basic ☐ Modern ☐

20. Where are most of the amenities provided at? :

Station ☐ Train ☐

21. What platform do you use to book your train tickets? :

Indian Railways Counter ☐ Online ☐

22. How effective would you say is Indian Railways’ Online services? :

Very Poor ☐ Poor ☐ Satisfactory ☐ Good ☐ Very Poor ☐

23. Would you say that the Indian Railways are punctual? :

Yes ☐ No ☐

[58]