GROUP PROJECT ON

CONSUMER BEHAVIOR TOWARDS EMU TRAINS WITH SPECIAL REFERENCE TO BEACH-TAMBARAM SECTOR

SUBMITTED TO xxxxxxxxxxx

SCHOOL OF MANAGEMENT SRM UNIVERSITY

UNDER THE GUIDANCE OF Mr. S. Senthil Kumar (Assistant Professor) SUBMITTED BY MRINAL DEO (35107176)

Acknowledgements We express our sincere thanks to Mr S. Senthil Kumar, our Mini Project guide to have given us the opportunity to work on such a challenging project. We also would like to thank the commuters help, without which it would not have been possible to accomplish the project successfully. Their timely feedback has facilitated in bringing the project in the present form.

Last but not the least I would also like to thank our friends who took time off to share insights about their experiences while travelling in EMUs. This helped us immensely to understand the psyche of the consumer. We just hope that the recommendations and suggestions presented by us are considered seriously.

CERTIFICATE This is to certify that Mr. Mrinal Deo, Mr. Abhijeet Sinha & Mr. C.Karthikeyan has successfully completed the mini project, as a part of academic fulfilment of Master of Business Administration (MBA) in the area of Consumer Behaviour.

PROJECT GUIDE Mr S. Senthil Kumar Date:

DEAN (Dr. Jayshree Suresh) SRM-SOM

PREFACE Todays business dynamics is very fast; environment is changing. To understand the changing market behaviour the organization has to do a systematic study. A project work is a scientific and systematic study intended to catch the nerves of the problem or issue with the application of management concept and skills. We were assigned to understand the customers perception and attitude towards local trains. This report has been complied preliminary in partial fulfilment of the requirement programme. Apart from theoretical concept of the topic, we have included the findings and suggestions. for the award of the degree of management studies

GENERAL INFORMATION Indian Railways.... the golden Era 16th April, 1853...............The Beginning The first railway on Indian sub-continent ran over a stretch of 21 miles from Bombay to Thane. The idea of a railway to connect Bombay with Thane, Kalyan and with the Thal and Bhore Ghats inclines first occurred to Mr. George Clark, the Chief Engineer of the Bombay Government, during a visit to Bhandup in 1843. The formal inauguration ceremony was performed on 16th April 1853, when 14 railway carriages carrying about 400 guests left Bori Bunder at 3.30 pm "amidst the loud applause of a vast multitude and to the salute of 21 guns." The first passenger train steamed out of Howrah station destined for Hooghly, a distance of 24 miles, on 15th August, 1854. Thus the first section of the East Indian Railway was opened to public traffic, inaugurating the beginning of railway transport on the Eastern side of the sub-continent. In south the first line was opened on Ist July, 1856 by the Madras Railway Company. It ran between Veyasarpandy and Walajah Road (Arcot), a distance of 63 miles. In the North a length of 119 miles of line was laid from Allahabad to Kanpur on 3rd March 1859. The first section from Hathras Road to Mathura Cantonment was opened to traffic on 19th October, 1875.

These were the small beginnings which is due course developed into a network of railway lines all over the country. By 1880 the Indian Railway system had a route mileage of about 9000 miles. INDIAN RAILWAYS, the premier transport organisation of the country is the largest rail network in Asia and the worlds second largest under one management.

Indian Railways is a multi-gauge, multi-traction system covering the following: Broad Gauge (1676 mm) 86,526 Route Kilometres Electrified 16,001 Metre Gauge (1000 mm) 18,529 Total 63,028 222,147 Freight wagons 700 - Repair shops 6853 - Stations 1.54 million Work force Narrow Gauge (762/610 mm) 3,651

Track Kilometres

Total 108,706

7566 locomotives 300 - Yards

37,840 Coaching vehicles 2300 Goodsheds

Indian Railways runs around 11,000 trains everyday, of which 7,000 are passenger trains. Chennai suburban railways

1 Routes o 1.1 Central - Avadi - Tiruvallur - Arakkonam - Thiruttani o 1.2 Central - Thiruvottiyur - Ennore - Ponneri - Gummidipoondi Sulurpet

1.3 Beach - Egmore - Mambalam - Guindy - Meenambakkam Tambaram o 1.4 MRTS Beach - Egmore - Mambalam - Guindy - Meenambakkam Tambaram Stations: Chennai Beach - Chennai Fort - Park - Chennai Egmore Chetpet - Nungambakkam - Kodambakkam - Mambalam - Saidapet Guindy - St. Thomas Mount - Pazhavanthangal - Meenambakkam Trisulam - Pallavaram - Chromepet - Tambaram Sanatorium Tambaram - Perungalathur-Vandalur-Urapakkam-GuduvancheriPotheri-Kattangulathur-Maraimalai Nagar Kamarajar-Singaperumal KoilParanur-Chengalpattu-Villiambakkam-Palur-Palayasivaram-WalajabadNathapettai-Kanchipuram-Tirumalpur-Thakolam-Arakkonam
o

Scope of project This project gave us great exposure to the customers perception, because it includes the service offered. This project helped us in knowing the market practically. Our job 1. Drafting questionnaire for the better understanding of passengers satisfaction level
2. Collection of data on passenger traffic on weekdays and on weekends. 3. Check the availability of prominent display boards at railway stations. 4. Finding out the problems that the commuters are facing while

travelling. Key findings:-

1. By calculating the number of responses, we found that most of the

people were satisfied with the timings of train services (BeachTambaram route).
2. Possession of monthly passes by the commuters indicated clearly, that

bulk of them were strongly brand loyal.

3. We also came to know while visiting the stations, that there was big

problem of less number of ticket counters.

4. Many commuters were facing the problem of wooden seats, which

were very uncomfortable.

5. As there were good number of coaches where the seating capacity is

more plying on the Beach-Tambaram route, travelling during peak hour time was a nightmare. SWOT STRENGTH Indian railways is a 100% Government of India owned organization Exhaustive railway network across the country Dedicated workforce Strong financial backing This years profit rose to Rs 20,000 crores Service reliability

WEAKNESS Conflict between railway unions and employees Delay in getting approvals and funds for new proposals

OPPORTUNITIES Strong possibility for railways to capture 90% of container traffic With the airline industry facing severe crisis, Indian railways can encash on this opportunity By offering air-conditioned coaches in the local trains, they can target the upper segment of the market

THREATS The possible threats are from the taxi service

Weak infrastructure and no up-gradation of stations

Absence of passenger facility will drive away the customer to private modes of transport

VISION: To serve the customers with a smile and let them assure of excellent services.

GROWTH STRATEGY Fast innovation, Fast growth SLOGAN Serving customers with a smile

Why the brand is recognized? 1. Monopoly in the market

 Suburban railway network of 147 Km

81 stations
Daily patronage of over 4.7 lakh passengers Proposed extension of MRTS line from Velachery to Saint Thomas

Mount 2. Customer loyalty Ever increasing number of commuters taking suburban trains. Availability of VLR stalls at railway stations for refreshment. Book stalls Customized ticket vending machines Hassle free journey, free from any type of pollution. 3. Longevity
Provision of a fast and efficient transport service Helps to establish new communities along the routes of railways

4. Overall market acceptance

Public have developed patterns of behavior (i.e. vicarious

learning).
EMUs has become a part of commuters daily life

Efficiency in service has been at the forefront for market acceptance 5. Goodwill Suburban trains are operating for the past decades These services offered by Southern Railway has been always praised for its on time performance

Objective of the project The main objective of field survey during the project was to find out the commuters satisfaction level of the services offered by Southern Railways.
The other objective of the research was to identify the other needs of

commuters with respect to number of trains plying on BeachTambaram route.

Secondary objective Do the commuters prefer the new ticket vending machines installed at various suburban stations?

 How frequently commuters complain against the deficiency in train services? Research Methodology: Research methodology is considered as the nerve of the project. Without a proper well-organized research plan, it is impossible to complete the project and reach to any conclusion. The project was based on the survey plan. The main objective of survey was to collect appropriate data, which work as a base for drawing conclusion and getting result. Therefore, research methodology is the way to systematically solve the research problem. Research methodology not only talks of the methods but also logic behind the methods used in the context of a research study and it explains why a particular method has been used in the preference of the other methods. Research design: Research design is important primarily because of the increased complexity in the market as well as marketing approaches available to the researchers. In fact, it is the key to the evolution of successful marketing strategies and programmers. It is an important tool to study buyers behaviour, consumption pattern, brand loyalty, and focus market changes. A research design specifies the methods and procedures for conducting a particular study. According to Kerlinger, Research Design is a plan, conceptual structure, and strategy of investigation conceived as to obtain answers to research questions and to control variance. Types of research is: Descriptive Research

The type of research adopted for study is descriptive. Descriptive studies are undertaken in many circumstances when the researches is interested to know the characteristic of certain group such as age, sex, education level, occupation or income. A descriptive study may be necessary in cases when a researcher is interested in knowing the proportion of people in a given population who have in particular manner, making projections of a certain thing, or determining the relationship between two or more variables. The objective of such study is to answer the who, what, when, where and how of the subject under investigation. There is a general feeling that descriptive studies are factual and very simple. This is not necessarily true. Descriptive study can be complex, demanding a high degree of scientific skill on part of the researcher. Descriptive studies are well structured. An exploratory study needs to be flexible in its approach, but a descriptive study in contrast tends to be rigid and its approach cannot be changed every now and then. It is therefore necessary, the researcher give sufficient thought to framing research. Questions and deciding the types of data to be collected and the procedure to be used in this purpose. Descriptive studies can be divided into two broad categories: Cross Sectional and Longitudinal Sectional. A cross sectional study is concerned with a sample of elements from a given population. Thus, it may deal with household, dealers, retail stores, or other entities. Data on a number of characteristics from sample elements are collected and analyzed. Cross sectional studies are of two types: Field study and Survey. Although the distinction between them is not clear- cut, there are some practical differences, which need different techniques and skills. Field studies are expost-factor scientific inquiries that aim at finding the relations and interrelations among variables in a real setting. Such studies are done in live situations like communities, schools, factories, and organizations.

Another type of cross sectional study is survey result, which has been taken by me. A major strength of survey research is its wide scope. Detail information can be obtained from a sample of large population .Besides; it is economical as more information can be collected per unit of cost. In addition, it is obvious that a sample survey needs less time than a census inquiry. Descriptive research includes survey and fact finding enquiries of different kinds of the major purpose. Descriptive research is description of the state of affairs, as it exists at present. The main characteristic of this method is that the researcher has no control over the variables; he can only report what has happened or what is happening. The methods of research utilized in descriptive research are survey methods of all kinds including comparative and co relational methods. The reason for using such needs to be flexile in its approach, but a descriptive study in contrast tends to be rigid and its approach cannot be changed ever now and then.

TAMBARAM RAILWAY STATION Data collection methods: After the research problem, we have to identify and select which type of data is to research. At this stage; we have to organize a field survey to collect the data. One of the important tools for conducting market research is the availability of necessary and useful data. Primary data: For primary data collection, we have to plan the following four important aspects. Sampling Research Instrument

 Secondary Data Indian Railways profile, journals and various

literature studies are important sources of secondary data. Data analysis and interpretation 1. Questionnaires 2. Pie chart and Bar chart Questionnaires: This is the most popular tool for the data collection. A questionnaire contains question that the researcher wishes to ask his respondents which is always guided by the objective of the survey. Pie chart: This is very useful diagram to represent data, which are divided into a number of categories. This diagram consists of a circle of divided into a number of sectors, which are proportional to the values they represent. The total value is represented by the full create. The diagram bar chart can make comparison among the various components or between a part and a whole of data.

Bar chart: This is another way of representing data graphically. As the name implies, it consist of a number of whispered bar, which originate from a common base line and are equal widths. The lengths of the bards are proportional to the value they represent. Preparation of report: The report was based on the analysis and presented with the findings and suggestions. The sample of the questionnaires is attached with the report itself.

Sampling Methodology: Details of the sampling methodology, we have made questionnaire. The one is made for the Commuters. No. of questions in questionnaires for customer: No. of question related to services offered: No. of respondents during the research: Sample unit Professionals, Business man, Employees, Students 05 15 07

MANASI SYSYTEMS TECHNOLOGIES

COMPANY PROFILE:

Our mission

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The primary goal of Manasi Information Technologies would be towards acquiring the technology and know how for product development in the fields of wireless application, Internet/Intranet technologies, Client/Server, ECommerce Solutions, Enterprise Resource Planning and the embedded technologies. The major player in this field would be 'ERP'. Apart from the above it will also act as a customized solution provider and consulting firm. Our team Manasi Information Technologies management team includes experienced, senior engineers and managers with a clear understanding of the bottom line of business. They understand the need for communication, clearly defined deliverables and the need to add real value to our clients operations. All Manasi Information Technologies managers have advanced technical degrees and significant experience delivering effective solutions on time. All engineers have an ongoing training regimen that keeps us abreast of the latest technologies. The strength of the team is built on its diversity in core skill sets our experience includes:

Working with start ups as well as Fortune 500 companies. Development and management of both short term and long term projects. Work experience around the globe including US, Europe & Far East. Ability to Understand the real world of business & stretch your $$$ to the maximum. Significant Operations and IT experience in a range of industries. Get your projects done On -Time and In - Budget. Technologies

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Scripting Language JavaScript and PHP. Object-Oriented & Internet/E-Commerce Development Languages C++, Java/J2EE, C#, .Net.

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There are many application development environments and platforms in use today. The rise of Internet technologies in the past few years has superceded many of the client/server applications in use. Still, companies need to ensure that their applications can continue to be developed, maintained and upgraded where necessary. Companies also need to continuously build new applications to take advantage of the opportunities the web presents. As mergers and consolidations happen, there is a need to bridge applications and access data from multiple systems. Companies need application development professionals who are skilled at the latest and existing technologies. Manasi Information Technologies consultants and professionals are skilled in many application development environments and languages such as Linux, Visual Basic (VB), C/C++, Java, J2EE, Oracle, Powerbuilder, UNIX, Delphi, Visual C++, Visual Fox Pro, Visual J++, Visual Source Safe, and .Net. Application services

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Companies in every industry need skilled Internet and web developers to ensure that their online applications, web sites, and e-commerce systems are performing as required. The web site needs to be up and running continuously and they need to be ready to take advantage of new opportunities, such as marketing initiatives, quickly and efficiently. Manasi Information Technologies professionals are skilled in every possible Internet and web tool set there is. Manasi Information Technologies can help you build new Internet systems and manage the ones you already have in place. Technologies represented include HTML, Javascript, Java, J2EE, ActiveX, XML, JSP, and PHP. Networking solutions Every system should have at least one person, a systems administrator, in charge of system maintenance and operation. It is the responsibility of system administrators to ensure the smooth operation of the system and to perform a wide variety of tasks that require special privileges. In most cases, it makes sense for companies to outsource this function. Manasi Information Technologies professionals possess a strong understanding of Windows NT/2000, MS-SQL, Oracle database technologies as well as end user applications. In the Linux world, our consultants are familiar with Linux system administration tools: COAS, Linuxconf, Webmin and YAST. Manasi Information Technologies systems administrators are skilled at the many technologies available to manage, monitor, and improve the system. Supply chain tools Companies looking for efficiencies in the value chain have implemented supply chain manufacturing applications for the past two decades.

Many of these companies have also implemented B2B marketplace technologies in recent years to ensure efficiencies throughout the supply chain. Testing tools

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In many cases, our clients trust us to help them define the requirements for them based on our years of experience and the many systems we have managed and successfully implemented. We do not take this trust lightly and give each individual project specific and focused attention. We do what we say we are going to do, on time and within budget. Implementing new information systems can be a risky and difficult undertaking. We work closely with our clients to ensure that we deliver what is expected. Our clients look to Manasi Information Technologies for excellence in design, deployment and implementation. Thats what we deliver.

Quality Assurance Quality assurance is a critical concern for companies that either produce commercial software or develop internal applications. Billions of dollars are wasted every year due to applications that do not work, are faulty, or do not perform adequately. In order to ensure that their people are productive and that customers are satisfied, companies need to implement quality assurance programs. It makes sense to outsource the quality assurance process to highly skilled QA professionals. The quality assurance process includes test plan development; software requirements verification; application integration, regression, and performance testing; and load or stress testing. If the company is global or the customer base is worldwide, internationalized software testing may be required. With the advances in automated software testing in the past few years, the need for skilled operators of automated testing tools from Rational (IBM), Mercury Interactive, and Computerware is critical for companies that need to deliver robust, fully functioning applications. Manasi Information Technologies quality assurance professionals are skilled at the entire software quality assurance process, and can help you design, deploy, and manage your software QA process. Project Management

Many companies are looking to bring on highly skilled, well trained IT consulting organizations to manage projects for them. It makes sense to do so for economic, logistic and practical reasons. Companies do not have time to experiment and need to ensure that their IT projects are implemented correctly and on time. They need to design, deploy and manage the right projects on time and under budget.This is a primary reason why companies look to Manasi Information Technologies for superior project management. Manasi Information Technologies creates and implements working solutions for our clients by interacting with all levels of management where appropriate. Our consultants have extensive hands-on experience in business and management practices to help your organization implement projects the right way. Manasi Information Technologies consultants take a complete view of whats needed to ensure IT projects are implemented in the most professional manner. Manasi Information Technologies approach to project management is very comprehensive and includes frequent program and operational reviews, performance management and strategic and tactical planning. Normal steps in the Manasi Information Technologies project management process may include:

Compile detailed requirement analysis and scope of the project. Project Life-Cycle Development and Control. Research and Development related to technology and service deliverables. Risk analysis. Cost analysis, estimates and financial control. Role and responsibility planning. Contract administration and documentation control. Implementation planning & project procedure scheduling. Timeframe planning. Utilization of technical resources. Coordination of management & progress meetings. Coordination of outsourced consultants and entities. Communication procedures. Quality control. Training & skills transfer. Technical documentation. Project handover.

Training services

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Manasi BPO Services is an equal opportunity company providing BPO & Call centre (Customer service) jobs. Every employee of the organization will have a challenging job to play and perform. Performance is monitored to reward and relish the employees. Manasi is a young organization that believes in long-term relationship with their employees. We are looking for young and dynamic employees for our BPO, Call Centre, Web related services and KPO jobs to grow with the company and keep the company young for many years. We understand the contribution of employees for the companys prosperity and hence we provide them with attractive remuneration, welfare measures and a good working atmosphere. This installs a sense-of-belonging with them.Manasi has a friendly work culture with flat levels of hierarchy. Our employees are entitled to a variety of incentives which are performance based and are in addition to the fixed compensation structure thereby motivating the employees to perform aggressively to the best of their capabilities. Our training helps our employees not only to acquire special skills for the various processes such as customer service, telemarketing, Lead Generation, Technical support, but also aims at personality development and transformation which enhances their future prospects. At Manasi, we provide

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Manasi Information Technologies is a leading global provider of technology that strengthens client innovation. We currently offer services to our clients through out the world. Our nature of work involves Software Development, Maintenance, Outsourcing and BPO. We have established practices in Enterprise Applications, Customer Facing Applications, Business intelligence Applications and E-Business Solutions. We as a professional software-development company is highly concerned with the quality of our solutions and services. Moreover, our team constantly works on developing and improving our service performance to satisfy our customers and maintain long-term cooperation with them.

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Resource Our clients hire and re-hire us because we provide some of the most high performing, highly skilled IT professionals in the industry. Our employees are our major strength, which means our clients benefit from a well trained, conscientious, and diligent work force. Manasi Information Technologies employees are extremely talented and experienced in the IT industry, and with an average experience level of 6+ years our people can resolve the most critical IT issues for our clients. More than half of our employees have certifications in their respective domain areas To meet the requirements of our clients, we ensure that our employees are well equipped to provide front-range turnkey solutions for them. Our employees are experienced in implementing proven standard software processes and practices to ensure quality and timely delivery of projects. Above all, our employees possess high ethical and moral standards. Our employees are committed to our clients success. Manasi Information Technologies employees want to ensure that your IT systems help you meet and exceed your business goals. With domain expertise in many vertical industries, Manasi Information Technologies professionals understand the role that IT plays in your specific market.

Why Manasi systems Technologies

Manasi Information Technologies is committed to our clients business success. Its that simple. Our clients need to optimize their IT investment to help them reach their business goals. Manasi Information Technologies employees are trained to ensure that the IT systems they build specifically are designed to help our clients achieve their goals. We know that IT systems are a means to an end, and we work with our clients to ensure that the systems we help them design, deploy and manage are perfect for their

needs. We have experience in many areas of IT across many platforms and in many industries. Our clients view us as partners. They know that we are as committed to their business success as they are. We get involved in their IT projects right from the beginning to ensure that requirements are clearly defined. In many cases, our clients trust us to help them define the requirements for them based on our years of experience and the many systems we have managed and successfully implemented. We do not take this trust lightly and give each individual project specific and focused attention. We do what we say we are going to do, on time and within budget. Implementing new information systems can be a risky and difficult undertaking. We work closely with our clients to ensure that we deliver what is expected. Our clients look to Manasi Information Technologies for excellence in design, deployment and implementation. Thats what we deliver.

Analysis: Q1. How long youre using the EMU service? a) Less than a year b) 1-5 years c) >5 years
8 7 6 5 4 3 2 1 0 <1 YEAR 1-5 YEARS YEARS >5 YEARS

SPAN OF USING EMU SERVICES

NUMBER OF RESPONDENTS

INFERENCES: 1. Majority of the commuters has been using the EMU service for 1-5 years. 2. It shows that the faith imposed with EMU by the commuters and people are loyal to EMU services.

Q.2. From which source station to destination do you commute? Inference: As the field survey was mainly focussed on commuters in beach tambaram sector, so lot of them were daily commuters from the stations lying in between. Q.3. According to you EMU service between Beach-Tambaram is a) Excellent b) Very good c) Good d) Fair e) Poor

OPINION ON EMU SERVICE

7 6 5 4 3 2 1 0 EXCELLENT VERY GOOD GOOD FAIR POOR Series1 Series2

INFERENCES: Overall majority of the commuters rated the EMU services between Beach-Tbm sector as good. This speaks volumes about the services offered by the Southern Railways. Q. 4. You commute daily with a) With a monthly pass b) Buying tickets c) Without ticket

MEAN TO COMMUTE
NUMBER OF RESPONDENTS 12 10 8 6 4 2 0 MONTHLY PASS BUYING TICKETS WITHOUT TICKET Series1 Series2

INFERENCES: 1. Maximum number of commuters prefers to travel by taking the monthly pass issued by the railways, as it proves to be lot cheaper than buying tickets daily.
2. Rest of them were buying tickets on daily or occasional basis, as

they were occasional travellers. 3. This shows that Indian Railways gives special preference to their regular customers.

Q.5.The level of satisfaction you get from EMU services a) Highly satisfied b) Somewhat satisfied c) Neither satisfied nor dissatisfied d) Dissatisfied e) Highly dissatisfied

LEVEL OF SATISFACTION
7 6 5 4 3 2 1 NEITHER SATISFIED NOR DISSATISFIED DISSATISFIED HIGHLY DISSATISFIED 0 HIGHLY SATISFIED SOMEWHAT SATISFIED Series1 Series2 Series3 Series4

INFERENCES: 1. As per our survey, majority of the commuters were somewhat satisfied and none of them were highly dissatisfied. 2. Next majority were those commuters who were highly satisfied. 3. This analysis clearly indicates that, railways need to do little improvements and the services will be upto the mark.

Q.5.Tick the appropriate column SERVICE a) Excellent b) Good c) Fair d) Bad e) Very bad

TIMING a) Excellent b) Good c) Fair d) Bad e) Very bad PRICE a) Excellent b) Good c) Fair d) Bad e) Very bad

PERFORMANCE a) Excellent b) Good c) Fair d) Bad e) Very bad

14 12 NO. OF RESPONDENTS 10 8

SATISFACTION SCALE

SERVICE 6 4 2 0 EXCELLENT GOOD FAIR BAD VERY BAD TIMING PERFORMANCE PRICE

Most of the commuters said that the service provided by railways is excellent and none of them termed it as bad.

Timing aspect of trains was rated well by majority of the commuters. Majority of the commuters said that the performance of EMUs is excellent.

Almost all the commuters said that the pricing strategy is excellent by the railways.

Q.6 Which is the best way to commute in Chennai City? (Rank your choice from the list) a) EMU b) MTC c) Own vehicle

d) MRTS e) Cycle

BEST WAY TO COMMUTE IN CHENNAI CITY

14 12 NO. OF RESPONDENTS 10 8 6 4 2 0 EMU MTC OWN VEHICLE MRTS CYCLE

INFERENCE 1. Almost all of the commuters preferred EMU trains over any other means of transport. 2. Usually the buses are crowded and people throng local trains. Q.7.State your opinion about I) Cleanliness at the station premises: a) Excellent b) Very Good c) Good d) Fair e) Poor

II) Availability of ticket counters a) Excellent b) Very Good c) Good d) Fair e) Poor III) Prompt services a) Excellent b) Very Good c) Good d) Fair e) Poor

IV) Quality of refreshment stalls a) Excellent b) Very Good c) Good d) Fair e) Poor

INFERENCE: Majority of the commuters said the cleanliness at the station is excellent. Whereas majority of them were not satisfied with the number of ticket counters. Almost all of them rated the quality of refreshment stalls were poor or fair.

RECOMMENDATIONS AND SUGGESTIONS Railways have been at the forefront in transporting people to their respective workplaces and to their leisure destinations. Moreover there are some loopholes which need to be plugged in. Few recommendations:

Efforts should be made to increase the number of ticket counters. The number of refreshment stalls has to increase, in order to cater to the growing needs of the commuters. The frequency of train services during peak hours has to increase. Railways can introduce the facility of reservation of tickets in local trains in order to serve the needs of those commuters who commute on long routes.

LIMITATIONS Every study has certain limitations. In my study, also there were certain limitations, which we could not able to solve. Since, it was a mini project so the time available for this project was very less and this was our major constraint. The number of people interviewed was very meagre, so there could be little variation in the results. The sample size is also very small which represent my research on consumer behaviour.

BIBLIOGRAPHY

www.indianrail.gov.in www.google.co.in www.en.wikipedia.org www.southernrailways.gov.in

Consumer survey Questionnaire Respondent: Name: Age: Sex: Qualification: Occupation: Income: <5000 5000-10000 10000-20000 >20000

Q1. How long youre using the EMU service? c) Less than a year d) 1-5 years c) >5 years Q.2. From which source station to destination do you commute? From To

Q.3. According to you EMU service between Beach-Tambaram is f) Excellent g) Very good h) Good i) Fair j) Poor Q. 4. You commute daily with d) With a monthly pass e) Buying tickets f) Without ticket

Q.5.The level of satisfaction you get from EMU services f) Highly satisfied g) Somewhat satisfied h) Neither satisfied nor dissatisfied i) Dissatisfied j) Highly dissatisfied If youre highly dissatisfied, state the reason why:

Q.5.Tick the appropriate column SERVICE f) Excellent g) Good h) Fair i) Bad j) Very bad

TIMING f) Excellent g) Good h) Fair i) Bad j) Very bad

PRICE f) Excellent g) Good h) Fair i) Bad j) Very bad PERFORMANCE f) Excellent g) Good h) Fair i) Bad j) Very bad

Q.7. Which is the best way to commute in Chennai City? (Rank your choice from the list) f) EMU g) MTC h) Own vehicle i) MRTS j) Cycle

Q.7.State your opinion about

I) Cleanliness at the station premises: f) Excellent g) Very Good h) Good i) Fair j) Poor II) Availability of ticket counters f) Excellent g) Very Good h) Good i) Fair j) Poor III) Prompt services f) Excellent g) Very Good h) Good i) Fair j) Poor IV) Quality of refreshment stalls f) Excellent g) Very Good h) Good i) Fair j) Poor

Thank you for your patience!!!