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SYNOPSIS FOR RESEARCH PROJECT REPORT

(BBA-605)
On

A study on Consumer awareness and satisfaction towards IRCTC in


Lucknow

Towards partial fulfillment of


Bachelor of Business Administration (BBA)
(BBD University, Lucknow)

Guided by

Submitted by

Stutty Srivastava

Vidyanshu
(1130671198)

Session 2015-2016
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

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1.

TOPIC:

A study on Consumer awareness and satisfaction towards IRCTC in Lucknow.

2.

INTRODUCTION & REVIEW OF LITERATURE:

Recently, the Internet population has been exploding. The World Wide Web (WWW) users have been multiplying
so rapidly that they have widely spread into all walks of life. The use of the Internet is no longer limited to those
computer nerds who do it for fun or curiosity. It has opened up tremendous business opportunities for its users.
Customer satisfaction of course has become a critical issue in the success of every business system, traditional or the
cyber shopping store.
As information technology and the popularity of Internet technology and in-depth applications, e-commerce is at
unprecedented pace. People become more and more the focus of attention. At present, relatively fast development of
e-commerce activities are online sales, online promotions, and online services. Globalization of electronic commerce
as the development of enterprises provided many opportunities, but in developing countrys electricity business is
still in the initial stage of development, how to improve e-commerce environment of consumer satisfaction, consumer
loyalty and thus, related to the electron the performance of business enterprises. Therefore, to the upsurge in ecommerce for more benefits, for many enterprises, there is still need for careful analysis of the business environment
electricity consumer behavior, understanding the factors that affect their consumption and thus the basis of network
marketing the characteristics of the network setup customer satisfaction evaluation index system, then the theory
based on customer satisfaction, on this basis to take corresponding countermeasures, the development of effective
and reasonable marketing strategy, E-commerce can improve business performance, and promote the sound
development of their self.

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Indian Railway Catering and Tourism Corporation, is a subsidiary of the Indian Railways that handles the catering,
tourism and online ticketing operations of the railways.

It is known for changing the face of railway ticketing in India. It pioneered internet-based rail ticket booking through
its website, as well as from the mobile phones via GPRS or SMS. In addition to e-tickets, Indian Railways and
Catering Tourism Corporation also offers I-tickets that are basically like regular tickets except that they are booked
online and delivered by post. The tickets PNR status is also made available. Commuters on the Mumbai Suburban
Railway can also book season tickets through the website. It has also launched a loyalty program called Shubh Yatra
for frequent travellers. Through this program, passengers can avail of discounts on all tickets booked round the year
by paying an upfront annual fee.

Seeking to make it easier to book e-tickets, it launched a scheme called Rolling Deposit Scheme (RDS). RDS is a
hassle-free e-ticket booking scheme allowing passengers to reserve seats against advance money kept with the
corporation. It has also added flights and hotels booking facilities to their line of online reservation services.

3.

SCOPE OF STUDY:

The research is intended to study consumer awareness and satisfaction using IRCTC. We Analyze and summarize
the specific elements of IRCTC customer satisfaction, and the various elements of their expectations and perception.
Our main object has been to apply the ideas of two factor theory on an empirical context. We design following
research questions in order to better fulfill the purpose for which this research is intended.
RQ 1: What is the level of consumer satisfaction in booking railway tickets online? What is the importance of these
indications in customer satisfaction?
RQ 2: How may IRCTC in booking online tickets be improved? As a network merchant what factors should be
concerned?

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4.

PROBLEMS DEFINITION:

IRCTC in spite of opportunities, hoopla and hype, also bears the connotations of challenges as well at the same time.
We, therefore, enumerate the major challenges towards IRCTC is facing.
Some of the challenges faced by e-commerce in India are:
a) Infrastructural Problems,
b) Seat availability problems,
c) Issues related to Tatkal tickets,
d) Payment and Tax Related issues,
e) Digital Illiteracy and Consumer Psyche,

5.

RESEARCH OBJECTIVES:

a)

To understand the altering & challenging needs of society in the field of Online transactions through IRCTC

by innovation, problem solving, eradicating threats;


b)

To promote the IRCTC transactions by making it Safe and Secure;

c)

To ascertain the confidence level of the common people to carry IRCTC activities like booking tickets online,

checking seat availability, PNR status, online transactions;


d)

To analyse customer awareness towards difference between e-ticketing and window tickets.

e)

To study consumer awareness and satisfaction towards features of IRCTC and its services.

6.

RESEARCH METHODOLOGY:

The methodology refers to the procedural framework within which the research is conducted.
a.

Hypothesis (if applicable):

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It is a tentative and formal prediction about the relationship between two or more variables in the population being
studied, and the hypothesis translates the research question into a prediction of expected outcomes.
Soa hypothesis is a statement about the relationship between two or more variables that we set out to prove or
disprove in our research study. A Hypothesis consist of either a suggested explanation for an observable
phenomenon. I assumed few types of hypothesis in my research:
NULL HYPOTHESIS:
There will be positive statement comes in research on E-commerce.
LOGICAL HYPOTHESIS:
In this research some statement or facts shows which is verified logically.
ALTERNATE HYPOTHESIS:
This Hypothesis is introduced latter on due to changes in the old formulated hypothesis.

b.

Research Design:

Descriptive, Semi-experimental, Review method is used in the research. A sufficient thought has been given in
framing the questionnaire and deciding the types of data to be collected and the procedure to be used.

c.

Defining the Universe & Sample design:

Out of wide lakes of IRCTC customers spread all over India. The customers in Lucknow only are taken as target
population for the study.
Lucknow has a very large amount of population for carrying research study on any subject. It is a thought to cover
most of the IRCTC customers in my reach.
Sampling types:

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Both Probability and Non Probability types of sampling is to be taken as a part of this Research.
Sample size:
In this report sample size of 100 customers is to be surveyed in Lucknow.

d.

Data collection tools to be used:

The information needed to further proceed in the project had been collected through primary data and secondary
data.
PRIMARY DATA:
Primary data consist of information collected for the specific purpose at hand for the purpose of collecting primary
data, survey research was used and all the sellers using different brands were contacted. Survey research is the
approach best suited gathering description. Primary data include:
Interview
Questionnaire
SECONDARY DATA:
The secondary data consist information that already exists somewhere. Any researcher begins the research work by
first going through secondary data. Secondary data include:
Magazines
Books
Newspapers
Various publication
Internet, etc.

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e.

Statistical tools to be used:

Descriptive Statistics
Used to describe data like Graphical display, Cross-tabs or Summary statistics.
Correlation
Used in Market Research to determine if different measures are related.
Clustering
Used to group similar types of people together (segment the market) and the profile the groups (define target
segments)

7.

Tentative Chapter Plan:

a) Chapter 1: Introduction
b) Chapter 2: Objective of study
c) Chapter 3: Frame of Reference
d) Chapter 4: Research Methodology
e) Chapter 5: Finding, Analysis and Interpretation
f) Chapter 6: Conclusion and Recommendations

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8.

References:

E-Commerce and E-Business at Wikibooks


Small Business E-Commerce Resources, US: SBA
https://www.scribd.com/doc/54224558/Consumer-satisfaction-towards-IRCTC
https://www.scribd.com/doc/54224558/Consumer-awareness-towards-IRCTC
https://en.m.wikipedia.org/wiki/Customer_awareness
https://irctc.co.in/