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Chapter 5
PASSENGER SATISFACTION ASSESSMENT IN
DIVISIONS OF SOUTHERN RAILWAY
5.1 INTRODUCTION
Indian railways network provides convenient, reliable and economical
means of transportation to millions of people. Though bulk of revenue of the
railways is generated from freight transport, passenger transport is the more
visible face of Indian railways as it directly touches the lives of millions who
avail rail passenger transport services. Operations of Indian Railways have
direct impact on passengers including introduction and maintenance of
trains. Though efforts are made by Indian Railways to provide more
amenities provided to the passengers, certain issues needs to be considered.
Railways need to undertake measures to improve their services so as to
prevent transfer of commuters from railways to other modes of transit.
The universe in this study of passenger satisfaction assessment is
the entire population of the country; hence a definite statistically sound
sample was not feasible. To evaluate the passenger satisfaction towards
Indian Railways, a sample survey is conducted in the two divisions of
Southern zone of Indian Railways through a random sample of 300
respondents, selected from Thiruvananthapuram and Palakkad divisions.
184
The divisions are confined to the states of Kerala, Tamil Nadu and part of
Karnataka. Thiruvananthapuram division is a passenger oriented division
and earns greater revenue through passenger transit. Of the total 81 railways
stations in the division, 3 stations belong to A1 category, 10 to A category, 5
to B category, 18 to D category, 36 to E category and 9 to F category.
Palakkad railway division has 89 railway stations in its jurisdiction. There is
1, A1 category station, 11 A category stations, 3 B category stations, 14 D
category stations, 36 E category stations and 24 F category stations. Stations
are classified on the basis of revenue obtained by each station. One station
from each category is selected for the purpose of the study in the two
divisions. The stations selected from the Thiruvananthapuram division are
Thiruvananthapuram Central (A1), Ernakulam Town (A), Guruvayur
(B),Wadakancheri (C), Ettmannur (D) and Ezhupunna (halt) (F). The
stations selected for the study from Palakkad division are Kozhikode (A1),
Mangalore Junction (A), Quilandy (B), Kumbala (D), Kottikulam (E) and
Kalanad (F). The study was conducted during the period January 2012March 2012, with 150 respondents from each division. The data are
collected through structured schedule consisting of 78 questions which
measured passenger satisfaction in various aspects of Indian Railwaysonline ticketing/ bookings, ticketing/ booking, train fare, information
transmission in railway stations, support for the disabled and elderly persons
in railway stations, behaviour and attitude of railway staff, facilities and
maintenance in railway stations, linkage with other modes of transport
,security at railway station ,train schedules, information transmission in
trains, services and maintenance in trains, food and refreshments in trains,
support to ladies/disabled/elderly in maintenance in trains, security on board.
Suggestions and opinions of the passengers were also collected. The
schedule has been constructed on five point Likert scale with satisfaction
levels from the highest to the lowest. Likert scale enables to quantify
opinion based items. The maximum score of 4 was given to the best,
185
Title
Sex
Category
Male
Female
2
Age
18-24
25-39
40-55
56 and above
3
Nature of residence Urban
Rural
Semi urban
4
Educational
+2
qualification
Degree
Post Graduate
Professional qualification
5
Occupation
Self employed
Salaried
Business
Professional
Others
6
Monthly income
Less than 10000
10000-20000
20000-30000
30000-50000
50000 and above
7
Marital Status
Married
Unmarried
Widow
Divorcee
8
Number of members 2-3
in the family
4-7
8 and above
Source :Primary survey.
Number of
respondents
167
133
31
112
101
56
202
45
53
47
110
91
52
24
112
41
33
90
85
77
56
41
41
225
65
9
1
75
216
9
Percent
55.57
44.33
10.33
37.33
33.67
18.67
67.33
15
17.67
15.67
36.67
30.33
17.33
8
37.33
13.67
11
30
28.33
25.67
18.67
13.67
13.67
75
21.67
3
0.3
25
72
3
186
Table 5.1 indicates that 55.57 percent respondents are males and 44.33
percent are females. 37.33 percent of the respondents fall in the age group
25-39 and 33.67 respondents fall in the age group 40-55. Majority of
passengers are middle aged. 67.33 percent come from urban areas and 15
percent and 17.67 percent from rural and semi urban areas respectively.
36.67 percent of respondents are graduates and 30.33 percent of the
respondents are post graduates. 15.67 percent have qualification up to +2
and 17 percent have professional qualification. Salaried persons constitute
37.33 percent of respondents. 13.67 percent of the respondents are doing
business and 30 percent form others comprising of housewives, students,
unemployed and retired. 54 percent of the respondents earn income less than
20000, 27 percent earn income above 30000.75 percent of respondents are
married. 72 percent of the respondents have a medium size family of 4-7. To
sum up it is noted that majority of passengers are males in the age group 2539 belonging to urban areas. A large percentage is graduates and salaried
class belonging to middle class section of the society. Salaried class who
operate daily or weekly between place of work and their homes constitute a
large part of rail travelers. Middle income groups find railway as a cheap
and convenient mode of transit. Rural population has difficulty in
approaching railway stations hence they are more dependent on road transit.
Table 5.2 points out that 43.67 percent of respondents travels 2-3
times yearly, 28 percent travels 2-3 times monthly and 11 percent travel
daily. 9.67 percent rarely travels by train. 87 percent of respondents are not
season ticket holders. 60.33 percent of the passengers travel by II class and
14 percent travel by III tier AC. Businessmen and professionals generally
opt for higher classes of travel for better facilities. 29.33 percent of the
respondents have marked others as purpose of travel. This includes
pilgrimage, visits to native place and relative houses. 26.33 travel mainly in
trains for leisure. 24 percent of the respondents travel mainly to their place
of work. Railways are preferred by 51.33 percent of respondents as they are
187
2
3
Title
Category
Frequency of Daily
Travel
2-3 times weekly
2-3 times monthly
2-3 times yearly
Rarely
Season ticket Yes
holder
No
Class of
II tierAC
Travel
III tierAC
I class
II class
Purpose of
Work
travel
Education
Business
Leisure
Others
Prefer
Convenient
railways
Secure
Faster
Economical
Punctual
Other mode Private vehicle
of travel
Bus
preferred
Airways
Waterways
Number of
respondents
33
23
84
131
29
39
261
41
42
36
181
72
28
33
79
88
154
42
15
88
1
158
134
8
-.
Percent
11
7.67
28
43.67
9.67
13
87
13.67
14
12
60.33
24
9.33
11
26.33
29.33
51.33
14
5
29.33
0.33
52.67
44.67
2.67
-
188
Index^ Rank
66.33
47.67
III
58.58
II
189
Table 5.3 points out the level of passenger satisfaction on the basis
of the online ticketing/ booking. Passengers are moderately satisfied in the
case of the three variables under online ticketing/ booking with index
ranging from 66.33 for e-ticketing system to 47.67 for i-ticketing system.
Majority of the passengers have high degree of satisfaction for e ticketing;
some have low satisfaction for the system. It may be due to lack of
knowledge about the system or the difficulty in getting access to the sites
providing the e-ticketing facilities. Comparative ease of accessing to the
ticketing process, minimum service charge and increased availability of
computer and printer facilities are pointed out as advantages of e-ticketing.
A good number of the respondents are moderately satisfied with the
refunding system in e-ticketing. Despite minor errors the passengers feel that
they are of advantage to them. The i-ticketing facilities show comparatively
low satisfaction, this is attributed to lack of awareness on the part of
passengers about the advantage of i-ticketing system and further e ticketing
is found to be more user friendly than i-ticketing. 1Proposal is made in
Railway Budget 2012-13 to enhance internet ticketing time from 0030 hours
to 2330 hours and to make e-ticketing possible through mobile phones. To
enhance the speed of ticket reservation next generation eticketing system has
been proposed which support 7200 tickets a minute as against present 2000
per tickets per minute today.
5.3 TICKETING/ BOOKING
Even though online ticketing has become a great hit with the rail
passengers, the crowd in the ticketing counters is not less. The introduction
of automatic ticket vending machines also relieves the passengers of the rush
in the platforms. Moreover issues related to ticketing should be simplified
for the convenience of the passengers.
190
Table 5. 4
Ticketing/booking - level of passenger satisfaction
Sl.
No
1
2
3
4
5
6
7
8
9
Title
Provision of Tatkal
reservation
Ticket booking facilities
with credit /debit cards
Advance booking facilities
Number of Ticket
Counters
Ease of buying tickets
Mechanical ticketing
devices like automatic
ticket vending machines
Refunding system in
ticketing
Ticket conversion facility
with respect to class/date
Ladies quota in ticket
booking
1*
2*
3*
4*
5# Index^ Rank
17 138 111
27
60.92
21 129 125
22
60.33
22 149 117
64.75
79
147
63
50.83
61
173
56
50.75
36
89
146 28
36.33
113 132
44
54.92
88
113
75
23
47.42
51
104
98
42
39.92
II
III
I
V
VI
IX
IV
VII
VIII
Ernakulam
191
blocking of tickets by agents or staff and hence advance tickets are not
accessible to ordinary passengers. Tatkal reservation comes next in ranking.
Passengers find it advantageous but they face certain problems regarding
refunding of the tickets under the Tatkal system. Further more concessions
are not provided for different categories under Tatkal reservation. Budget
2013-14 proposes reduction of advance reservation period to one day and
also restrict the issue of only one tatkal ticket per train per day to web
agents. Passengers find ticket booking facilities with credit and debit cards
helpful especially in the case of e-ticketing. But the cards of all the banks are
not accepted for e payment which causes inconvenience to the passengers.
The variable, number of ticket counters has an index of 50.83. The
passengers stress the need for increased number of ticket counters with well
trained staff to facilitate speedy delivery of tickets especially during peak
hours. The ease of buying tickets is less as passengers have to wait in long
queues in front of the counters and often miss the trains. 2The extension of
Unreserved Ticketing System (UTS), Automatic Ticket Vending Machines
(ATVMs), Coin-operated Ticket Vending Machines (CO-TVMs) and
scheme of Jan- Sadharan Ticket Booking Sevaks (JTBSs) is proposed in
Budget 2013-14 to enable speedier and easier delivery of tickets and
simplify the process of ticketing.
Ticket conversion facility needs to be improved; facilities should be
made to change classes, trains or dates without cancellation if there is
vacancy. Adequate quota should be made available for ladies in case of
ticket booking. The availability of mechanical ticketing devices can simplify
the process of ticketing and reduce the queues in front of ticket counters.
Passengers feel that the system should be made available at different points
in the station. The mechanism for refunding tickets should be simplified.
192
Title
Rail tariffs in relation to
classes
Concession for frequent
travelers
1*
2*
3*
4* 5# Index^ Rank
83
174 34
53.58
110 110 41 33
51.25
II
193
2
3
4
5
6
7
Title
Provision of information
about train
schedules/platforms
Sign Boards Display in
platforms
Clarity of electronic
information display
Frequency of
announcements
Clarity of announcements
Display of reservation
chart in the stations
Display of porter charges
in stations
1*
2*
3*
4*
5# Index^ Rank
89
156
49
54.33
III
102 139
52
55.33
II
86
147
63
51.92
VI
140 105
45
59.25
10
102 128
59
55.08
IV
101 130
58
53.08
39
101 119 40
36.83
VII
194
Title
Concession for senior
citizens
Provision of ramps and
wheel chairs for
disabled passengers
Assistance and
information for disabled
or elderly people
1*
2*
3*
4*
5# Index^ Rank
17
123 106
40
14
57.42
44
110 129 11
42.08
II
39
106 144
41.08
III
195
indicate that the passengers are moderately satisfied. Concession for senior
citizens is at the top of the ranking with index of 57.42. Passengers are
satisfied with the concession facilities in fare offered by railways to the
senior citizens and disabled. But passengers are aggrieved with regard to non
availability of concession in Tatkal reservation. Passengers opine that there
is lack of adequate ramps and wheel chairs and facilities for inter platform
transfer for free movement of the aged and the disabled. Assistance and
information for disabled or elderly people has an index of 41.08. Moreover
assistance is not provided to these categories which hinder their mobility and
hence prefer to travel by private vehicles by incurring higher expenditure.
Assistance at least with nominal payment may be provided to the
elderly and disabled to make their journey comfortable. 4To facilitate the
easier movement of differently abled and elderly in the stations railway
budget 2012-13 proposes to provide provision of 179 escalators and 400 lifts
in A1 and other major stations and for increased number of wheel chairs and
battery operated vehicles for smoother movement of the disabled and
elderly.
Proposals
for
provision
of
escalators
is
made
in
196
Title
Attitude of ticketing
staff
Information provided by
ticketing staff
Mechanism to monitor
the services in the
station
Mechanism to redress
grievances
Rank
1*
2*
3*
4*
5# Index^
147 128
18
60.25
II
18
147 109
22
62.75
41
152
94
13
43.42
III
25
149 103 22
40.00
IV
197
Table 5. 9
Facilities and maintenance in railway stations - level of passenger
satisfaction
Sl.
No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
Title
Provision of seating
arrangement in the
platform
Availability of proper
lighting and fans
Availability of waiting
rooms and retiring
rooms for passengers
Availability of Cloak
Room facility
Provision of drinking
water
Availability of clean
toilets
Cleanliness and
maintenance of station
facilities
Availability of quality
food and refreshments
Provision of public
telephone
ATM provision in the
station
Availability of licensed
porters
Availability of First aid
and medicines
Availability of essential
stationary
Convenience to board
and alight trains
1*
2*
3*
4*
5# Index^ Rank
100 154
44
55.00
IV
49
164
87
46.83
VIII
69
135
82
48.25
VII
41
145
89
20
43.50
XI
60
117 115
44.42
20
64
210
33.17
XIV
18
106 175
36.75
XIII
46
159
95
45.92
IX
11
90
142
56
54.50
22
126 112
28
12
59.83
121
90
52
36
49.92
VI
30
127 126 15
39.83
XII
33
101
94
69
57.67
II
120 139
37
56.58
III
198
199
Title
Availability of prepaid
taxi and auto service
Connection to other
modes of public
transport
Sufficiency and
affordability of protected
parking facilities
1*
2*
3*
4*
48
127 117
43.58
III
74
111 109
47.08
41
153
44.17
II
97
5# Index^ Rank
200
bus
stand.
5.10 SECURITY
Security is a matter of concern for the railways with increasing crimes
both on the railway platforms and on trains. There should be coordination
between Railway protection force, police, railway authorities and public for
protecting the commuters.
Table 5.11
Security - level of passenger satisfaction
Sl.
No
1
2
Title
Personal security in the
station
Service of security
personnel
1*
2*
3*
4*
33
153 105
42.83
II
24
177
44.08
95
5# Index^ Rank
201
3
4
5
6
Title
Frequency of the trains
Adequacy of trains
during holidays and
festivals
Timing of trains
Availability of
connecting trains
Punctuality and
reliability of the trains
Convenience for short
distance travels
1*
2*
3*
4*
5# Index^ Rank
87
128 77
49.83
III
42
158 95
45.75
VI
122 117 55
55.25
60
145 83
10
46.75
76
132 92
48.67
IV
106 122 64
54.17
II
202
Title
Signs and information on
compartments
Display of reservation
chart
Provision of information
on board
1*
2*
3*
4*
5# Index^ Rank
43
125 125
43.00
II
56
140
99
47.25
21
132 143
40.17
III
203
204
Table 5.14
Services and maintenance in trains- level of passenger satisfaction
Sl.
No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Title
Sufficient seating
capacity for passengers
Comfort in seating
Adequacy of lighting
and fans
Comfort in relation to
various classes
Maintenance and
cleanliness of
compartments
Availability of staff on
trains
Comfortable and
convenient berth
facilities
Provision of drinking
water
Sufficiency of clean
toilets
Provision of first aid and
medical facilities
Emergency services on
trains
Efficiency of chain
pulling system
Availability of internet
connectivity
Provision for mobile
phone charging
Provision of break van
facility
1*
2*
3*
4*
5# Index^ Rank
48
158
93
46.42
42
178
79
47.08
III
48
165
87
46.75
IV
92
150
57
52.75
10
83
204
33.67
XII
25
106 167
37.83
VII
68
165
65
50.25
II
19
76
196
34.42
IX
42
248
29.50
XIV
11
92
181 15
33.50
XIII
15
98
165 22
33.83
67
123
78
24
46.42
20
52
166 61
27.83
XV
34
124 116 22
40.17
VI
43
121
37.42
VIII
70
64
205
206
Table 5.15
Food and refreshments -level of passenger satisfaction
Sl.
No
1
2
3
Title
Availability of quality
food in long distance
trains
Affordability of food in
trains
Mechanism to monitor
the food served and
hygiene of catering staff
1*
2*
3*
4*
5# Index^ Rank
14
124 160
37.50
II
81
141
77
50.17
13
80
200
33.25
III
207
Table 5. 16
Provision to ladies/disabled /elderly -level of passenger satisfaction
Sl.
No
1
2
Title
Special compartment for
ladies
Seat reservation for
ladies in unreserved
compartments
Assistance and
information for disabled
or elderly people
1*
2*
3*
4*
5# Index^ Rank
88
160
41
53.75
29
109 141 20
37.50
III
28
114 144 14
38.00
II
208
Table 5.17
Security on board -level of passenger satisfaction
Sl.
No
1
Title
1*
2*
3*
13
152 130
Personal security on
trains
4*
5# Index^ Rank
5
39.42
2
3
4
Title
Mechanism to monitor the
food served and hygiene of
catering staff(on Board)
Availability of clean toilets
(in railway stations)
Sufficiency of clean toilets
(on Board)
Availability of internet
connectivity(on Board)
1*
2*
3*
4*
5# Index^
13
80
200
33.25
20
64
210
33.17
42
248
29.50
20
52
166 61
27.83
209
5
6
7
8
9
10
11
12
13
Title
Availability of licensed
porters(in railway stations)
Frequency of the trains
Punctuality and reliability of
the trains
Availability of waiting rooms
and retiring rooms for
passengers(in railway
stations)
Convenience of i ticketing
system
Ticket conversion facility
with respect to class/date
Display of reservation chart
(on Board)
Comfort in seating (on
Board)
Connection to other modes of
public transport
Availability of proper
lighting and fans((in railway
stations)
Adequacy of lighting and
fans(on Board)
Availability of connecting
trains
Sufficient seating capacity for
passengers
1*
2*
3*
4*
5# Index^
121
90
52
36
49.92
87
128
77
49.83
76
132
92
48.67
69
135
82
48.25
14
107
89
17
73
47.67
88
113
75
23
47.42
56
140
99
47.25
42
178
79
47.08
74
111 109
47.08
49
164
87
46.83
48
165
87
46.75
60
145
83
10
46.75
48
158
93
46.42
210
Sl.
No
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
Title
Efficiency of chain pulling
system(on Board)
Availability of quality food
and refreshments in railway
stations)
Adequacy of trains during
holidays and festivals
Provision of drinking water
in railway stations)
Sufficiency and affordability
of protected parking facilities
Service of security personnel
in railway stations)
Availability of prepaid taxi
and auto service
Availability of Cloak Room
facility
Mechanism to monitor the
services in the station
Signs and information on
compartments
Personal security in the
station
Provision of ramps and wheel
chairs for disabled passengers
(in railway stations)
Assistance and information
for disabled or elderly
people(in railway stations)
Provision of information on
board
Provision for mobile phone
charging (on Board)
Mechanism to redress
grievances(in railway
stations)
Ladies quota in ticket
booking
1*
2*
3*
4*
5# Index^
67
123
78
24
46.42
46
159
95
45.92
42
158
95
45.75
60
117 115
44.42
41
153
97
44.17
24
177
95
44.08
48
127 117
43.58
41
145
89
20
43.50
41
152
94
13
43.42
43
125 125
43.00
33
153 105
42.83
44
110 129 11
42.08
39
106 144
41.08
21
132 143
40.17
34
124 116 22
40.17
25
149 103 22
40.00
51
104
39.92
98
42
211
Sl.
No
31
32
33
34
35
36
37
38
39
40
41
42
43
44
Title
Availability of First aid and
medicines(in railway stations)
Personal security on trains
Assistance and information
for disabled or elderly people
(on Board)
Availability of staff on trains
Availability of quality food in
long distance trains
Seat reservation for ladies in
unreserved compartments
Provision of break van facility
Display of porter charges in
stations
Cleanliness and maintenance
of station facilities
Mechanical ticketing devices
like automatic ticket vending
machines
Provision of drinking water
Emergency services on trains
Maintenance and cleanliness
of compartments
Provision of first aid and
medical facilities(on Board)
1*
2*
3*
4*
30
127 126 15
39.83
13
152 130
39.42
28
114 144 14
38.00
25
106 167
37.83
14
124 160
37.50
29
109 141 20
37.50
43
121
64
37.42
39
101 119 40
36.83
18
106 175
36.75
36
89
146 28
36.33
2
0
19
15
76
98
196 7
165 22
34.42
33.83
10
83
204
33.67
11
92
181 15
33.50
70
5# Index^
212
Title
Convenience of e ticketing
system
Advance booking facilities
Information provided by
ticketing staff
Provision of Tatkal reservation
Attitude of ticketing staff
Ticket booking facilities with
credit /debit cards
ATM provision in the station
Frequency of announcements
Refunding system in e
ticketing
Convenience to board and
alight trains
Availability of essential
stationary
Concession for senior citizens
Sign Boards Display in
platforms
Timing of trains
Clarity of announcements
Provision of seating
arrangement in the platform
Refunding system in ticketing
Provision of public
telephone(in railway stations)
1*
2*
3*
4*
5# Index^
50
136
83
22
66.33
22
149 117
18
147 109
22
64.75
62.75
17
2
138 111
147 128
27
18
7
5
21
129 125
22
22
9
126 112
140 105
28
45
12
1
59.83
59.25
15
119 134
18
14
58.58
120 139
37
56.58
33
101
94
69
57.67
17
123 106
40
14
57.42
102 139
52
55.33
2
10
122 117
102 128
55
59
4
1
100 154
44
55.25
55.08
55.00
113 132
44
54.92
11
90
56
54.50
142
60.92
60.25
60.33
213
Sl.
No
19
20
21
22
23
24
25
26
27
28
29
30
Title
Provision of information about
train schedules/platforms
Convenience for short
distance travels
Special compartment for ladies
Rail tariffs in relation to
classes
Display of reservation chart in
the stations
Comfort in relation to various
classes
Clarity of electronic
information display
Concession for frequent
travelers
Number of Ticket Counters
Ease of buying tickets
Comfortable and convenient
berth facilities
Affordability of food in trains
1*
2*
3*
4*
5# Index^
89
156
49
106 122
64
54.17
88
160
41
83
174
34
53.75
53.58
101 130
58
53.08
92
150
57
52.75
86
147
63
51.92
110 110
41
33
4
6
79
61
147
173
63
56
7
4
50.83
50.75
68
165
65
50.25
81
141
77
50.17
54.33
51.25
214
References
1
Ibid para 21
Ibid para 26
Ibid para 24
ww.sr.indianrailways.gov.in/uploads/files/1364818360850Thiruvananthapuram%20Division.pdf
www.sr.indianrailways.gov.in
Ibid
Ibid para 29
10 Ibid para 24
11 Ibid para 19