Академический Документы
Профессиональный Документы
Культура Документы
CUSTOMER’S
PERCEPTION ON THE
USAGE OF IRCTC
Indira Naidu
Lawi Anupam
Pulasta Dutta
Vijetha
Response
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
For awareness
The chi-square test is defined for the hypothesis as:
Operating hours
Clarity of interaction
Variety of Transactions
Overall satisfaction
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
df 55
Sig. .000
Communalities
Initial Extraction
1.000 .448
Q1(awareness)
Component
1 2 3
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
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