International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online)

Vol. 2, Issue 2, pp: (578-582), Month: October 2014 - March 2015, Available at: www.researchpublish.com

A Study on Passengers Satisfaction towards

Railway Service With Reference To
Coimbatore Junction
1

Mr. P.VIMAL KUMAR, 2Mr. JITIN.P

Assistance Professor in Commerce, 2Post graduate in Commerce, Dr.N.G.P Arts and Science College, Coimbatore.

Abstract: Indian Railway is one of the largest and busiest rail networks in the world, transporting sixteen million
passengers and more than one million tons of freight daily. It serves the passengers in a big way, and hence there is
a need to integrate passenger concerns in the operation, planning and other processes that impact passenger
services and its quality in bigger way. A study of the service quality address passenger concerns more effectively
and at the same time it also effectively monitor the creation and maintenance of a good quality services.
Keywords: Railway, Passengers, Satisfaction, Services.

I.

INTRODUCTION

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, economical, and cultural foundation of the country.
Indian railway has around 114,500 kilometers of railway track with 7500 railway station. This Railway carries
approximately 30 million passengers and 2.8 million tons of freight daily. The present Indian railways are characterized
by challenges of market changes and increasing demand in capacity Moreover, competition is a key factor in achieving
improved productivity, lower prices and higher quality of services and products that respond to the changing needs of the
customers. A certain degree of competition exists between rail and road transport, but the level of competition varies
widely with volume, distance and customer needs regarding transit time, reliability of service and value of goods. Indian
railways can provide the necessary customers focus and compete effectively with road provided its reliability,
productivity and efficiency are enhanced.
Statement of Problems
In India the population is increasing day by day. So the people are people are needed transportation to move from one
place to another place. So most of the people prefer railway transportation. The railway passengers are facing a lot of
problems. The research goes a ride on the problems faced by the passengers. So the majority of problems availability of
ticket, over crowed, delay in arrival, poor safety measure etc.
Objective of the Study
1.

To analysis the factors influencing the satisfaction level of the railway passengers

2.

To know the passengers level of satisfaction towards railway service in Coimbatore junction

3.

To explore the problem faced by the selected sample respondents in passenger satisfaction under the study area.

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International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online)

Vol. 2, Issue 2, pp: (578-582), Month: October 2014 - March 2015, Available at: www.researchpublish.com
II.

SCOPE OF THE STUDY

The study is mainly focused on the satisfaction level of the passengers from the services offered by southern railways.
Every aspect related to railway service like ticket availability, quality of travel, staff behavior, safety, timing etc are
studied at different level of the research. The sample population is chosen from Coimbatore junction. The research is
mainly conducted to obtain the quality of the service proving by the southern railways.
Statement of Problems
In India the population is increasing day by day. So the people are people are needed transportation to move from one
place to another place. So most of the people prefer railway transportation. The railway passengers are facing a lot of
problems. The research goes a ride on the problems faced by the passengers. So the majority of problems availability of
ticket, over crowed, delay in arrival, poor safety measure etc.

III.

RESEARCH METHODOLOGY

Methods of Data Collection and Sample Size

The study is based on both primary and secondary data. Primary data were collected from 150 passengers in Coimbatore
Railway Junction with the help of questionnaire, and secondary data were collected from various books, articles and
websites.
Tools for Analysis
For analysis of the data following tool are used:
1. Chi square
2.

Simple percentage method.

3.

Correlation method

Limitation of the Study

1.

The study is mainly based on the information given by the sample respondents, and the factors given by them are
subject to their beliefs and attitude.

2.

Due to time and economic constraints of the research, number of respondents has been limited to 150

3.

The suggestions are not constant because the mindset of the respondent may be changed

4.

Since the data collected from the respondents are subjected to their opinion and perception

5.

The study mainly covered the southern railway Coimbatore junction, so it may be vary in other junction.

Period of the Study

The study was conducted for a period of four months from December 2014 to March 2015
Area of the Study
The study has been conducted in Coimbatore junction

IV.

REVIEW OF LITERATURE

Anand K Sharma & Mathew J Manimala (2007)1 outline that there were external as well as internal causes for the
declining performance of Indian Railways. The budgetary support from the Central Government was dwindling and its
financial situation did not allow higher budgetary support to the Ministry of Railways, besides the competition from road
and air was increasing.
Asian Business Review (2004)2, outlined India is considered to be the latest Asian economy to reach "tiger" status, is
spending billions of dollars with the help of the Asian Development Bank to upgrade its infrastructure.

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International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online)

Vol. 2, Issue 2, pp: (578-582), Month: October 2014 - March 2015, Available at: www.researchpublish.com
Christoph Wolff (2001)3, summarized that Indian Railways must separate tangential areas, such as manufacturing and
catering, from its core business of providing logistics service for freight customers and passenger service. India has the
world's most vertically integrated rail system.
G. Raghuram Rachna Gangwar (2007) 4 states that Indian Railway needs to respond to the industry specific needs by
interacting with them regularly. There is a potential for Indian Railway provided high capacity wagons, special purpose
wagons, bigger train loads, closed circuit rakes and round the clock operations are given significant focus based on the
customer specific requirements
Nick Thijs and Patrick Staes (2008) 5, suggests a platform for the exchange of views, experiences and good practices to
improve the performance, competitiveness and quality of Indian railway.

V.

PROFILE OF RAILWAY SERVICE

The railways were introduced in the country in 1853 by the British almost immediately after it appeared in England. From
a modest beginning of 53 kms between Mumbai and Thane, the railways have made a long journey and emerged as the
principal mode of transport in the country. After Independence, the railways of the country were totally integrated and
brought under the unified management of the Railway Board. Today, the Indian Railways (IR) has a network spread over
63,000 route kms. and 7000 stations throughout the length and breadth of the country. It carries 12 million passengers
and morethan 1.2 million tonnes of freight daily, accounting roughly for 40 per cent of the freight and 2- per cent of the
passenger traffic in the country. These figures, however, mask the true significance of Indian Railways role in the Indian
economy which is crucially dependent on it for transport requirements of the core sectors, long-distance travel of the
people from one far corner of the country to another and suburban travel. Indian Railways also accounts for 8.5 per cent
of the organised employment of the country either directly or indirectly. In line with the massive growth of population and
the pressure generated by economic growth, Indian Railways has had to deal with mountry demands in the face of
declining resources to build adequate capacity. It has acquitted itself creditably. Transport output of both passenger and
freight traffic in terms of net tonne/passenger kilometre has increased six-fold since Independence with only marginal
addition to route kilometre and rolling stock. The Indian Railways has also been continuously upgrading its systems to
work out appropriate technological and managerial solutions for the problems peculiar to our country. In the midst of
these challenges the Indian Railways has managed to earn an operating surplus year after year a rare feat considering
that most of the railway systems elesewhere both in the developed and developing country have failed to keep
themselves above water. If one has to list our all the achievements of the Indian Railways in terms of growth of physical
output or improvements in efficiency indices, which are impressive by any reckoning, or its response to natural calamities
as a national carrier and its role as an agent of socio-economic development, it will run into several pages. However some
of the achievements stand out for their sheet impact in strengthening the nation and improving the lives of the citizens.
Analysis and Interpretation
1. Chi-Square Test Analysis
Table 1. Gender And Frequency Of Travel
Frequency
Daily
Weekly
Monthly
Occasionally
Total

Gender
Male
24
36
22
16
98

Female
14
21
12
5
52

Total
38
57
34
21
150

Hypothesis
There is no significant relationship between gender and frequency of travel.
TABLE: 1(a). Chi-square result test analysis
Calculated value(X2)
1.2972

Degree of freedom
3

Table value at 5%
7.81

Hypothesis
Insignificance

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International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online)

Vol. 2, Issue 2, pp: (578-582), Month: October 2014 - March 2015, Available at: www.researchpublish.com
Interpretation
The above table 1(a) shows that the calculated value of chi square at 5% level of significance is lesser than the table value.
Therefore hypothesis is accepted. Hence it can be concluded that there is no significance relationship between the gender
of the respondents and their frequency of travel.
Table 2. Gender and Satisfaction Level toward Ticket Price
Gender
Satisfaction level

Male

Female

Total

Excellent

Good

15

18

Neutral

44

40

84

Bad

34

41

Total

98

52

150

Hypothesis
There is no significant relationship between gender and satisfaction level towards ticket price.
Table 2(A). Chi-Square Result Test Analysis
Calculated value(X2)

Degree of freedom

Table value at 5%

Hypothesis

14.5123

7.81

Significance

Interpretation
The above table 2(a) shows that the calculated value of chi square at 5% level of significance is more than the table value.
Therefore hypothesis is rejected. Hence it can be concluded that there is significance relationship between the gender of
the respondents and their satisfaction level towards ticket price.
2. Correlation
Table 3. correlation Between The Period Of Using Railway Service And Behaviour Of The Railway Staffs
Period of using
Less than 1 year
1-5 year
6-10 year
More than 10 year
Total

Respondents
34
59
45
12
150

Behaviour of staffs
Highly satisfied
Satisfied
Neutral
Dissatisfied
Total

Respondents
3
42
72
33
150

Calculated Value
The calculated value of the correlation is 0.3495.
Interpretation
Since the correlation is 0.3495, there exist a positive relationship between period of using railway service and behaviour
of railway staffs.
Table 4. Correlation Between Frequency Of Travel And The Acceptance Of Delay Of Train
Frequency of travel
Daily
Weekly
Monthly
Occasionally
Total

Respondents
38
57
34
21
150

Acceptance of delay
Less than 15 min
15 min-30 min
30 min-1 hr
More than 1 hr
Total

Respondents
122
24
4
0
150

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International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online)

Vol. 2, Issue 2, pp: (578-582), Month: October 2014 - March 2015, Available at: www.researchpublish.com
Calculated Value
The calculated value of the correlation is 0.2012.
Interpretation
Since the correlation is 0.2012, there exist a positive relationship between frequency of travel and acceptance of delay of
arrival of train in the train.
Findings
Simple Percentage Analysis

Out of 150 respondents 51% are belongs to age group of 19 to 35 years.

Majority of the respondents are male.

39% of respondents are students

62% of the respondents are preferring railways for long distant travel.

Majority of the respondents are facing problem of overcrowding or rush in railway compartments.

Majority of the respondents preferring railways service because it cheaper than other mode of transport.

Suggestions

The numbers of general compartments have to increase in order to reduce the over crowding in the trains.

Increase in the price of ticket will switch the passengers to other mode of transport. So authority has to take
necessary step to cut down ticket price.

Authority has to provide training and tries to improve the behaviour of the railway staffs so that they has to be
more responsive to the passenger

Increasing in price of tickets of upper class compartments will make them switch to other alternative say airlines.

VI.

CONCLUSION

The contribution of this study is the identification of factors that determine passenger satisfaction with the quality of
services provided by the Coimbatore Junction Administration.
The service offering by Indian railway is vital for its growth. The satisfaction of the need of the passengers is important to
compete with other mode of transport. On the basis of this study some suggestions has been made. If the suggestive
measurements have been considered by the Indian Railways, it is hope that the Indian Railways will shine and bring
grandeur to our country in the near future.
REFERENCES
[1]

Lauren J. Thomas, Daniel J.A. Rhind and Katie J. Robinson, (2006), Rail passenger perceptions of risk and
safety and priorities for improvement, Cognition, Technology and Work.

[2]

Khan Rubayet Rahaman and Mohammed Arifur Rahaman, (2009), Service quality attributes affecting the
satisfaction of railway passengers of selective route in southwestern part of Bangladesh, Theoretical and
Empirical Researches in Urban Management.

[3]

Vishnuvarthan S. and Dr. A. Selvaraj (2012); Railway Passengers Satisfaction: A Study In Salem Division of
Southern Railway, International Journal of Advanced Research in Management and Social Sciences ISSN: 22786236, December.

[4]

Gleave, S. D (2000); Rail Passenger Quality of Service Valuation, London

[5]

www.en.wikipedia.org

[6]

www.indianrailway.com

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