Вы находитесь на странице: 1из 19

PROJECT REPORT ON THE

CUSTOMER’S
PERCEPTION ON THE
USAGE OF IRCTC
Indira Naidu
Lawi Anupam
Pulasta Dutta
Vijetha

GITAM INSTITUTE OF INTERNATIONAL BUSINESS


VISAKHAPATNAM
IRCTC
(Indian Railways Catering and Tourism Corporation )

 Fastest growing credit card-based e-commerce site in the Asia-


Pacific region.
 A subsidiary of the Indian Railways that provides a fresh meal
service for its express trains and food outlets.
 More known for changing the way of Railway ticketing in India.
 It pioneered the online rail ticket booking in India through its
website 'www.irctc.co.in'
OBJECTIVE OF RESEARCH STUDY

The main objectives of conducting this survey are as follows:

 Customer satisfaction levels regarding the usage of IRCTC


 Customer perception levels
 Safety, and confidence levels
 Overall quality of service
METHODOLOGY
 Designing of Questionnaire
Close ended questions
 Collection and identification of data
Informal interviews
 Sampling design and sample size
Different age groups, sex and education level.
At Railway station, Reservation counters,
Different areas of Visakhapatnam
Data Analysis
 Chi Square – determining whether a systematic
association exists between the two variables.
 Goodness-of-fit test
Step 1
 Ho: there is no association among the variables
 Ha: there is an association between the variables
Step 2
 ά value is 0.05
Step 3

 The expected frequency is calculated by


Ei = ( Nr * N c) /k

 Chi square calculated value


Step 4
 Chi square table value :
Step 5 :
Null hypothesis is rejected if calculated value is greater than equal to the table value
 Age factor – 44% respondents in the age group of 26-35 years

Response

Awareness 37% - aware


Overall quality of service 40% - good
Safety & confidence 37% - highly confident
Overall satisfaction 49% - highly satisfied

For awareness
 H0: There is no association between the age and awareness of the customer.

 Ha: There is a close association between the age and awareness of the
customer.
 alpha = 0.05
 χ2 = 46.956
 df = 12
 χ2 = 21.026
For quality of service
 The chi-square test is defined for the hypothesis as:

H0: There is no association between the age and overall service quality
ranking.
Ha: There is an association between the age and overall service quality
ranking.
 alpha = 0.05
 χ2 = 51.113
 df = 16
 χ2 = 26.296
For occupation : perceptions of faculties (14% of the total)

Response

Awareness 35% - somewhat aware


Overall quality of service 35% - good
Safety & confidence 41% - confident
Overall satisfaction 41% - somewhat satisfied

For awareness
 The chi-square test is defined for the hypothesis as:

 H0: There is no association between the occupation and awareness of the


customer.
 Ha: There is an association between the occupation and awareness of the
customer.
 alpha = 0.05
 χ2 = 18.797
 df = 12
 χ2= 21.026
Factor Analysis
PRINCIPAL COMPONENT ANALYSIS
A mathematical procedure that transforms a number of possibly correlated
variables into a smaller number of uncorrelated variables called
principal components
Steps in principal component Analysis
 Bartlett Test of sphericity - based on chi-square transformation of
determinant of correlation matrix
 Kaiser-Meyer-Olkin (KMO) Measure of sampling adequacy – high
values between 0.5-1 indicate factor analysis is appropriate.
Methods of Factor Analysis
 Determination of number of Components
 Determination based on Eigenvalues
 Determination based on variance
 Rotation of components
 Interpretation of components
 Customer perception and satisfaction
 Service quality
 Convenience
Table : Three factors decided from rotated component matrix

Serial no Factors Variables Rotation sum of squared


loadings

1 Customer perception and awareness 31.25


satisfaction Safe& confidence

Operating hours

Clarity of interaction

Variety of Transactions

Overall satisfaction

2 Service quality Service quality 21.68


Ease in navigation

Suggest to A friend
3 convenience Easy to use 18.059
Easy to get

Back
Conclusion & Recommendations
 Perceived value .
 Customer satisfaction .
 Service Quality .
 Customer loyalty
KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .824

Bartlett's Test of Sphericity Approx. Chi-Square 727.246

df 55

Sig. .000

Communalities
Initial Extraction
1.000 .448
Q1(awareness)

Q2 (easy to use) 1.000 .880


Q3(easy to get) 1.000 .903
Q4 (overall service quality) 1.000 .635
Q5(ease in navigation) 1.000 .549
Q7(suggest IRCTC to a friend) 1.000 .690
Q8(safe & confidence) 1.000 .635
Q9(satisfaction with operating hours) 1.000 .660
Q10(variety of transactions) 1.000 .786
Q11(clarity of interaction) 1.000 .784
Q12(overall satisfaction) 1.000 .840
Extraction Method: Principal Component Analysis.
Total Variance Explained

Compone Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared


nt Loadings Loadings
Total % of Cumulative Total % of Cumulative Total % of Cumulative
Variance % Variance % Variance %

1 5.047 45.879 45.879 5.047 45.879 45.879 3.438 31.255 31.255

2 1.461 13.282 59.161 1.461 13.282 59.161 2.386 21.687 52.942

3 1.302 11.840 71.001 1.302 11.840 71.001 1.986 18.059 71.001

4 .802 7.291 78.291

5 .628 5.705 83.996

6 .464 4.218 88.215

7 .417 3.792 92.006

8 .352 3.197 95.203

9 .206 1.871 97.074

10 .172 1.567 98.642

11 .149 1.358 100.000

Extraction Method: Principal Component


Analysis.
Component Matrixa

Component

1 2 3

.466 -.186 .443


Q1(awareness)

Q2 (easy to use) .574 .724 -.163

Q3(easy to get) .550 .755 -.173

Q4 (overall service quality) .656 -.144 .428

Q5(ease in navigation) .534 .243 .453

Q7(suggest IRCTC to a friend) .609 .059 .562

Q8(safe & confidence) .765 -.222 .031

Q9(satisfaction with operating hours) .662 -.316 -.349

Q10(variety of transactions) .847 -.106 -.240

Q11(clarity of interaction) .798 -.221 -.314

Q12(overall satisfaction) .857 -.198 -.259

Extraction Method: Principal Component Analysis.

a. 3 components extracted.
Rotated Component Matrixa
Component
1 2 3
.204 .634 -.071
Q1(awareness)
Q2 (easy to use) .206 .131 .906
Q3(easy to get) .180 .109 .927
Q4 (overall service quality) .336 .721 .042
Q5(ease in navigation) .068 .655 .341
Q7(suggest IRCTC to a friend) .147 .797 .183
Q8(safe & confidence) .652 .450 .087
Q9(satisfaction with operating hours) .808 .080 .034
Q10(variety of transactions) .802 .259 .275
Q11(clarity of interaction) .852 .178 .166
Q12(overall satisfaction) .858 .254 .199
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 5 iterations.
Table : Three factors decided from rotated component matrix

Serial Factors Variables Initial Rotation


no Eigenvalues sum of
squared
loadings
1 Customer perception 2.650 20.651
and satisfaction IT advancement
Maintenance of roads

Development of
prime lands and old
building
Town planning
mechanism
2 Hygienic environment Drainage system 1.174 19.288
Pest control
3 Fund collection Tax collection 1.115 14.946
Water supply

Back

Вам также может понравиться