Report On Service of Indian Railway

A STUDY ON
Services of Indian railway Application of Servqual

model
A project report submitted to,
GITAM Institute of Management, GITAM University
Visakhapatnam in fulfillment of the requirements
For the award of the degree of
BACHELOR OF BUSINESS ADMINSTRATION
(BUSINESS ANALYTICS)
Submitted by
K.BUTCHI BABU,
Regd. no: 1214415113
Under the esteemed guidance of
Dr. U. V ADINARAYANA RAO,
(Associate professor)
GITAM INSTITUTE OF MANAGEMENT

GITAM UNIVERSITY
VISAKHAPATNAM
2015-2018
1
Declaration
I, the undersigned, hereby declare that, the dissertation entitled A study on
Services of Indian railway Application of Servqual model, Visakhapatnam
submitted to the requirement for the award of the degree of BACHELOR OF
BUSINESS ADMINISTRATION (BUSINESS ANALYTICS) is the record of the
original work done by me, under the guidance of Dr. U.V. Adinarayana Rao ,
GITAM Institute of Management. The empirical findings in this report are based
on the data collected by me. It was not copied from any other project. This was not
submitted to any organization
K. Butchi Babu
Regd. no:-1214415113
Certificate by guide
This is to certify that the project entitled, A study on Services of Indian railway
Application of Servqual model, VISAKHAPATNAM, is a bonafide work done
by Mr. K.BUTCHI BABU, REGISTERED NO: 1214415113, under my guidance
and supervision and submitted in partial fulfillment of the requirements for the
degree of Bachelor of Business Administration (Business Analytics) of GITAM
University.
Place: Visakhapatnam
Dr. U. V. ADINARAYANA RAO
Date:
(Associate professor)
ACKNOWLEDGEMENT
It is a genuine pleasure to express my deep sense of thanks to my principal Prof. P.
SHEELA, GITAM Institute of Management, GITAM University, Visakhapatnam,
and Andhra Pradesh for her continuous support and guidance throughout my
project. Her prompt inspirations, timely suggestions with kindness, enthusiasm and
dynamism have enabled me to complete my thesis.
I am thankful to Dr. D.VIJAYA GEETA, Program Coordinator who helped me and

guided me in completing this project.
And also I take this moment to thank and express my gratitude to my mentor,
philosopher and guide Dr. U. V. ADINARAYANA RAO, Associate Professor,
GITAM Institute of Management, GITAM University, Visakhapatnam, and Andhra
Pradesh. His dedication and keen interest above all his overwhelming attitude to
help his students had been solely and mainly responsible for completing my work.
His timely advice, meticulous scrutiny and scholarly advice have helped me to a
very great extent to accomplish my task.
I perceive as this opportunity as a big milestone in my career development. I will

strive to use gained skills and knowledge in the best possible way, and I will
continue to work on their improvement, in order to attain desired career objectives.
Hope to continue cooperation with all of you in the future.
K.BUTCHI BABU
4
CONTEXT
Chapter-1:
Chapter-2:
Introduction and the Importance

(I) Introduction to the Indian railways
7-8
(ii) Service, Customer Satisfaction
9-11
Methodology
Chapter-3:
13-14
Research Problem
Need For The Study
Objectives Of The Study
Research Design
Scope Of The Study
Limitations Of The Study
Analysis & Interpretation

Analysis of the data
Chapter-4:
Pg. No.
14-44
Observations and Conclusions
45-47
Suggestion
46
Bibliography
47
LIST OF TABLES
Table number
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
Table name
Cross
Modern Equipment &Infrastructure

Neat Physical Facility
Comfortable Seats
Visual Appealing
Accuracy In Record Keeping
Train Schedule
Employee Service Efficiency
Staff Understanding Inquiries
Punctuality Of Train
Ready To Help
Staff Deals In Caring Way
Solution Of Complaints
No Time To Response
Trust For Making All Trips
Safety
Polite And Well Manner Staff
Safety Of Luggage
Give Attention To Individual
Coordination
Service At The First Time
Best Service Provider
E-Ticketing
Page number
18
19
20
21
22
23
24
26
27
28
29
30
32
33
34
35
36
38
39
40
41
42
LIST OF FIGURES
Figure number
1
2
3
Figure name
Respondents age
Respondents occupation
Respondents gender
Page number
15
16
17
CHAPTER I
INTRODUCTION TO INDIAN RAILWAY
Introduction to Indian railway

Mobility is one of the most fundamental and important characteristics of economic activity as
it satisfies the basic need of going from one location to the other, a need shared by passengers,
freight and information. The transport sector is an important component of the economy
impacting on development and the welfare of populations. When transport systems are
efficient, they provide economic and social opportunities and benefits that result in positive
multipliers effects such as better accessibility to markets, employment and additional
investments. Transport has recorded an extensive growth over the years both in spread of
network and in output of the system. Glimpses of several modes of transport such as rail, road,
water ways, air and metro are included.
Indian Railway is the second largest railway in the whole world. Indian railway is one of the
most effective network established in1853 to operate 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. in response to
growing concerns from passengers about poor or inconsistent quality, the Indian Railways are
increasingly realizing the significance of passenger centered philosophies and thereby, seeking
ways to improve and provide better passenger service. To measure and evaluate the quality of
service for improvement, the only way is to find out the level of satisfaction the passengers
derive from the services.
One of the sixteen zones established after independence, Southern Railways came into
existence in the year 1951. Railways of three states consisting Madras, Southern Maharashtra
Railway, Mysore State Railway, and Southern Indian Railway were merged together to form
Southern Railways. A new railway division was approved in the year 2005 with Salem as its
headquarters. Salem Division was inaugurated on 1st November 2007. All the departments of
the division started functioning from 1st September, 2008; even there are several constraints
9
such as, shortage of man power especially in the Divisional office. Ever since its formation the
Division is functioning as any other established Division. In the selected Salem Division there
are four junctions, they are Coimbatore, Salem, Erode and Karur. This division has helped
improve the quality of service and in launching new trains, hence meeting the needs of
passengers.
Topic related concepts:1. SERVICE

The rapid development of the service sector in developed market economies and
the growing scale of international transactions in services have been major features
of the worlds economic development over the last few decades. The growth of the
service sector is expected to be an effective means of promoting economic
restructuring and raising the competitiveness of new private enterprises. In several
transition countries, growing exports of services have been enabled by successful
institutional transformations and technological advances. Additional revenues and
growth stimulated by these exports have, in turn, influenced favorably the potential
for internal reforms, facilitating structural adjustments and modernization In a
broad sense, services, which are often called the tertiary sector of the economy,
represent a diverse group of economic activities which are not directly associated
with the primary or secondary sectors i.e. agriculture, mining and manufacture
of goods. Production of both goods and services typically involves the provision of
human value added in the form of labor, knowledge and skills. In both cases, it can
be based on high technology and advanced knowledge or, alternatively, can engage
large quantities of low-skilled labor
2. CUSTOMER SATISACTION
Customer satisfaction is the key factor determining how successful the
organization will be in customer relationships; therefore it is very important to
10
measure it. There are two principle interpretations of satisfaction, within the
literature of satisfaction as a process and satisfaction as an outcome. Early
concepts of satisfaction research have typically defined satisfaction as a post
choice evaluative judgment concerning a specific purchase decisions. The most
widely accepted model, in which satisfaction is a function of disconfirmation,
which in turn is a function of both expectations and performance. More recently,
renewed attention has been focused on the nature of satisfaction emotion,
fulfillment and state. Consequently, recent literature adds to this perspective in two
ways. First, although traditional models implicitly assume that customer
satisfaction is essentially the result of cognitive
Processes, new conceptual developments suggest that affective processes may also
contribute substantially to the explanation and prediction of consumer satisfaction.
Second, satisfaction should be viewed as a judgment based on the cumulative
experience made with a certain product or service rather than a transaction-specific
phenomenon. There is general agreement that: Satisfaction is a persons feelings of
pleasure or disappointment resulting from comparing a products perceived
performance (or outcome) in relation to his other expectations.
Much of the initial work in developing a model to define and assess service quality
has been conducted by Parasuraman, Zenithal, and Berry. In conceptualizing the
basic service quality model PZB, identified ten key determinants of service quality
as perceived by the company and the consumer reliability, responsiveness,
competence,
access,
courtesy,
communication,
credibility,
security,
understanding/knowing the customer and tangibility. They noted that discrepancies

existed between the firms and the customers perceptions of the service quality
delivered. In investigating these discrepancies, PZB, assert that service quality can
be assessed by measuring the discrepancies or gaps between what the customers
expects and what the consumer perceives he receives. Arguing that the magnitude,
and direction of this gap, directly affects the service quality that the consumer
11
perceives, noted that customers would have perceptions of high service quality to
the extent that their expectations are lower than the perceived service performance.
If the converse were true, customers would perceive low service quality. Service
quality is about ensuring customers, both internal and external, get what they want.
Customer satisfaction is the feeling or attitude of a customer towards a product or
service after it has been used. Satisfaction and service quality are often treated
together as functions of customers perceptions and expectations. Customer
satisfaction is determined by defining customer perceptions of quality,
expectations, and preferences. Always there measured? Measurement allows for
comparison before and after changes, for the location of quality related problems
and for the establishment of clear standards for service delivery. In search of
competitive advantage, both practitioners and academics are keen on accurately
measuring service quality in order to better understanding its essential antecedent
and consequences, and ultimately establish methods for improving and measuring
service quality.
This project start with the concept of service quality, customer satisfaction and
followed by study on different models of measuring service quality while focusing
mostly on SERVQUAL approach, which is the most common method for
measuring service quality . The purpose of the research is to find the most
important service quality dimensions that affect customer satisfaction in Indian
railway. Since SERVQUAL model is founded a comprehensive method, we are
going to adopt and deploy it to encompass various aspects of service quality in
relation to the railway. Besides, a questionnaire has been designed based on
literature in order to examine all service quality dimensions in SERVQUAL model.
12
CHAPTER-2
METHODOLOGY
13
METHODOLOGY
RESEARCH PROBLEM: -
services of Indian railway by the application of
Servqual model
NEED OF STUDY: The study will look into the various determinants of Passenger
Satisfaction on Service
Quality. It will also help to find the perception of people towards Indian Railway service. It
will also suggest suitable service initiatives for Indian Railway.
Objectives:
To measure the level of satisfaction of passengers on services provided by the rail
system.
To offer suggestions to improve the satisfaction of passengers of the rail system.
Methodology:1. Sampling area:-the survey is conducted in Vizag

2. Sample size:-the sample size of the survey is 200(119male, 81 female)
3. Sampling technique:-random sampling
4. Primary data: - It was collected from respondents through structure
questionnaire.
5. Secondary
data: -It was collected from the internet and other websites.
Scope of study:1. Firstly, the data were gathered from a specific geographic area of Vizag city. As a
result, the study may have contained some information and results that can be
specific only for the railway services of Vizag city. Hence, the results of this study
cannot be generalized.
14
2. Secondly, the results of this study may not have been representative of the whole
population, due to the fact that a convenience sampling method was used to collect
the data.
Limitations of the study:1. The biasness of the respondents may affect the result of the study so for as
primary data is concerned. Because of the biases of the respondents the
result of the study may not be the same for all places.
2. The survey has conducted in Vizag only it may not reflect public opinion at
large
3. The sample size has been small(200) which may not reflect broader pictures
15
CHAPTER:-3
Analysis & Interpretation
16
Demographic profile of respondents
Figure:-1 Respondents age
140
124
120
100
80
count
66
60
40
20
0
7
1
3
4
Age
The above histogram represents the number of respondents of different age

group
X-axis represents age group and y- axis represents the count.
From graph 1 represent age group of people below 20 and 2, 3, 4 represent
age group between 23-30,30-40,above 40 respectively
There are 124(62%) respondents between the age group below 20and
66(33%), 7(3.5%), 3(1.5%) respondents between the age group of 20-30, 3040, above 40 respectively
17
Figure: - 2 Respondents Occupation
200
180
174
160
140
120
count 100
80
60
40
20
0
11
11
4
4
occupation
The above histogram represents occupation

X-axis represents occupation and y- axis represents the count.
From the graph 1 represent students and 2, 3, 4 represent employee,
business people, others (house wife) respectively
There are 174(87%) respondents represent students and 11(5.5%), 11(5.5%),
3(1.5%) respondents represent employee, business people, others (house
wife) respectively
18
Figure:-3 Respondents gender
140
120
119
100
count
81
80
60
40
20
0
Gender
The above histogram represents gender
X-axis represents gender and y- axis represents the count.

From the graph 1 represents male and 2female
There are 119(59.5%) male and 81(40.5%) female
19
Table no:-1 Cross tabulation of Modern equipment &infrastructure with different

segments (age, occupation, gender)
Table no :- 1.1 age * Modern equipment &infrastructure Cross tabulation
Count
Modern equipment &infrastructure
Total
strongly
disagree
age
disagree
neutral
15(12.10%)
23(18.55)
36(29.03)
25(20.16)
25(20.16)
124
20 to 30
5(7.58)
17(25.76)
20(30.30)
8(12.12)
16(24.24)
66
30 to 40
0(0)
2(28.57)
3(42.58)
1(14.29)
1(14.29)
2(66.67)
1(33.33)
20
42
61
35
42
200
less than 20
more than 40
Total
agree
strongly agree
Table no :- 1.2 occupation * Modern equipment &infrastructure Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
19(10.92)
34(19.54)
53(30.46)
30(17.24)
38(21.84)
174
employ
1(9.09)
5(45.45)
2(18.18)
1(9.09)
2(18.18)
11
business
2(18.18)
6(54.55)
1(9.09)
2(18.18)
11
others
1(25)
3(75)
20
42
61
35
42
200
Total
Table no :- 1.3 gender * Modern equipment &infrastructure Cross tabulation

Count
Total
strongly
disagree
gender
male
female
Total
disagree
neutral
agree
strongly agree
12(10.08)
25(21.01)
36(30.25)
19(15.97)
27(22.69)
119
8(9.88)
17(20.99)
25(30.86)
16(19.75)
15(18.52)
81
20
42
61
35
42
200
From the age table we can say 29.03%, 12.09% age group of people less than 20
agrees neutral and strongly disagrees with the comfortable of seats respectively,
when we come to the age group of 20-30 30.30%, 7.57% of people agree neutral
and strongly disagree with the comfortable of seats
20
When we look after the occupation 30.45%, 10.91% of students agrees neutral and
strongly disagree with the comfortable of seats respectively, when we comes to the
employees 45.45%, 9.09% of people disagree and strongly disagree with the
comfortable of seats respectively, when we look after the business 54.54%, 9.090%
of people agree neutral and agree with the comfortable of seats respectively
When we comes to the gender wise 30.25%,10.08% of male agree neutral and
strongly disagree with the comfortable of seats ,we we see female 30.86%,9.87%
of them agree neutral and strongly disagree with the comfortable of seats
Table no 2:- Cross tabulation of neat physical facility with different segments (age,
occupation, gender)
Table no:-2.1
age * Neat physical facility Cross tabulation
Count
Neat physical facility
Total
strongly
disagree
age
disagree
neutral
agree
strongly agree
less than 20
25(20.16)
26(20.97)
22(17.74)
45(36.29)
6(4.84)
124
20 to 30
16(24.24)
9(13.64)
22(33.33)
14(21.21)
5(7.58)
66
30 to 40
1(14.29)
2(28.27)
3(42.86)
1(14.29)
more than 40
1(33.33)
1(33.33)
1(33.33)
43
37
48
61
11
200
Total
Table no :-2.2 gender * Neat physical facility Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
25(21.01)
20(16.81)
29(24.37)
36(30.25)
9(7.56)
119
female
18(22.22)
17(20.99)
19(23.46)
25(30.86)
2(2.47)
81
43
37
48
61
11
200
21
Table no :-2.3 occupation * Neat physical facility Cross tabulation

Count
strongly
disagree
occupation
neutral
agree
strongly agree
Total
student
35(20.11)
34(19.54)
37(21.26)
58(33.33)
10(5.75)
174
employ
2(18.18)
2(18.18)
5(45.45)
1(9.09)
1(9.09)
11
business
5(45.45)
1(9.09)
4(36.36)
1(9.09)
11
1(9.09)
2(25)
1(9.09)
43
37
48
61
11
200
others
Total
disagree
From the age tables we can say that 20.16% age group of people who is
less than 20 strongly disagree with the service of neat physical facility of
Indian railway.4.838 % age group of people who is less than 20 strongly
agree with the service of neat physical facility
When we come to the gender wise 30.25% of male agree with the service
of neat physical facility of Indian railway and24.36% neutral agree with the
service of neat physical facility
When we look after occupation wise 33.33% of students agree with the
service of neat physical facility and 20.11% of student strongly disagrees
with the service quality of neat physical facility
22
Table no: - 3 Cross tabulation of comfortable seats with different segments (age,
occupation, gender)
Table no :-3.1 age * Comfortable seats Cross tabulation

Count
Comfortable seats
strongly
disagree
age
disagree
neutral
15(12.10)
22(17.74)
26(20.97)
32(25.81)
29(23.39)
124
20 to 30
6(9.09)
12(18.18)
18(27.27)
15(22.73)
15(22.73)
66
30 to 40
2(28.57)
2(28.57)
3(42.86
1(33.33)
1(33.33)
1(33.33)
22
35
47
49
47
200
less than 20
more than 40
Total
agree
strongly agree
Total
Table no :-3.2 occupation * Comfortable seats Cross tabulation

Count
Comfortable seats
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
18(10.34)
32(18.34)
42(24.14)
42(24.14)
40(22.99)
174
employ
2(18.18)
1(9.09)
2(18.18)
2(18.18)
4(36.36)
11
business
2(18.18)
1(9.09)
1(9.09)
4(36.36)
3(27.27)
11
1(25)
2(50)
1(25)
22
35
47
49
47
200
others
Total
Table no :-3.3 gender * Comfortable seats Cross tabulation

Count
Comfortable seats
Total
strongly
disagree
gender
male
female
Total
disagree
neutral
15(12.08)
21(17.01)
25(21.25)
33(27.97)
25(21.01)
119
7(8.64)
14(17.28)
22(27.16)
16(27.16)
22(27.16)
81
22
35
47
49
47
200
23
agree
strongly agree
agrees and strongly disagrees with the comfortable of seats respectively, when we
come to the age group of 20-30 14.51%, 9.90% of people agree neutral and
strongly disagree with the comfortable of seats
When we look after the occupation 24.13%, 10.344% of students agrees and
strongly disagree with the comfortable of seats respectively, when we comes to the
employees 36.36%, 9.090% of people strongly agree and strongly disagree with
the comfortable of seats respectively, when we look after the business 36.36%,
9.090% of people agree and strongly disagree with the comfortable of seats
respectively
When we comes to the gender wise 27.731%,12.60% of male agree and strongly
disagree with the comfortable of seats ,we we see female 27.164%,8.6419% of
them agree neutral and strongly disagree with the comfortable of seats
Table no: - 4 Cross tabulation of visual appealing with different segments (age,
occupation, gender)
Table no :- 4.1 age * Visual appealing Cross tabulation

Count
Visual appealing
Total
strongly
disagree
age
neutral
agree
strongly agree
less than 20
22(17.74)
37(29.84)
37(29.84)
12(9.68)
16(12.90)
124
20 to 30
11(16.67)
17(25.76)
24(36.36)
5(7.58)
9(13.64)
66
30 to 40
4(57.14)
3(42.86)
1(33.33)
1(33.33)
1(33.33)
34
58
65
17
26
200
more than 40
Total
disagree
24
Table no :-4.2 occupation * Visual appealing Cross tabulation

Count
Visual appealing
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
Total
student
31(17.82)
53(30.46)
54(31.03)
15(8.62)
21(12.07)
174
employ
2(18.18)
2(18.18)
4(36.36)
3(27.27)
11
1(9.09)
2(18.18)
4(36.36)
2(18.18)
2(18.18)
11
1(25)
3(75)
34
58
65
17
26
200
business
others
Total
Table no :- 4.3 gender * Visual appealing Cross tabulation

Count
Visual appealing
Total
strongly
disagree
gender
disagree
neutral
agree
strongly agree
male
18(15.13)
29(24.37)
36(30.25)
17(14.29)
19(15.97)
119
female
16(19.75)
29(35.80)
29(35.80)
7(8.64)
81
34
58
65
17
26
200
Total
From the age table we can say 29.83%,9.67%
age group of people less than 20
disagrees and agrees with the visual appealing respectively, when we come to the
age group of 20-30 36.36%,7.57% of people agree neutral and agree with the
visual appealing
When we look after the occupation 31.03%,8.620% of students agrees neutral and
agree with the visual appealing respectively, when we comes to the employees
36.36%,18.18% of people agree neutral and strongly disagree with the visual
appealing respectively, when we look after the business 36.36%,9.09%of people
agree neutral and strongly disagree with the visual appealing respectively
strongly disagree with the visual appealing, when we see female 35.80%,8.641%
of them disagree and strongly agrees with the visual appealing
25
Table no: - 5 Cross tabulation of accuracy in record keeping with different segments
(age, occupation, gender)
Table no :- 5.1 age * Accuracy in record keeping Cross tabulation

Count
Accuracy in record keeping
Total
strongly
disagree
age
disagree
neutral
agree
Strongly agree
less than 20
24(19.35)
43(34.68)
23(18.55)
22(17.74)
12(9.68)
124
20 to 30
13(19.70)
17(25.76)
12(18.18)
13(19.18)
11(16.67)
66
30 to 40
1(14.29)
1(14.29)
4(57.14)
1(14.29)
2(66.66)
1(33.33)
38
63
39
37
23
200
more than 40
Total
Table no :- 5.2 occupation * Accuracy in record keeping Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
Strongly agree
student
34(19.54)
51(29.31)
35(20.11)
33(18.97)
21(12.07)
174
employ
3(27.27)
3(27.27)
1(9.09)
2(18.18)
2(18.18)
11
1(9.09)
6(54.55)
2(18.18)
2(18.18)
11
3(75)
1(25)
38
63
39
37
23
200
business
others
Total
Table no :- 5.3 gender * Accuracy in record keeping Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
Strongly agree
male
27(22.69)
36(30.25)
21(17.65)
26(21.85)
9(7.56)
119
female
11(13.58)
27(33.33)
18(22.22)
11(13.58)
14(17.28)
81
38
63
39
37
23
200
26
From the age table we can say 34.26%,9.677% age group of people less than 20
disagrees and strongly agrees with the accuracy in record keeping respectively,
when we come to the age group of 20-30 25.75%,16.66% of people disagree and
strongly agree with the accuracy in record keeping
When we look after the occupation 29.31%, 12.0689% of students disagrees and
strongly agree with the accuracy in record keeping respectively, when we comes to
the employees 27.27%, 9.09% of people strongly disagree and neutral with the
accuracy in record keeping respectively, when we look after the business 54.54%,
18.18%of people disagree and agree with the accuracy in record keeping
respectively
When we comes to the gender wise 30.25%,7.56% of male disagree and strongly
agree with the accuracy in record keeping, when we see female 33.33%,13.58% of
them disagree and agrees with the accuracy in record keeping
Table no: - 6 Cross tabulation of train schedule with different segments (age,
occupation, gender)
Table no :- 6.1age * Train schedule Cross tabulation

Count
Train schedule
strongly disagree
age
disagree
neutral
23(18.55)
39(31.45)
36(29.03)
14(11.29)
12(9.68)
124
20 to 30
7(10.61)
20(30.30)
20(30.30)
5(7.58)
14(21.21)
66
30 to 40
3(42.86)
1(14.29)
1(14.29)
2(28.57)
2(66.66)
1(33.33)
33
61
58
20
28
200
less than 20
more than 40
Total
27
agree
strongly agree
Total
Table no :-6.2 occupation * Train schedule Cross tabulation

Count
Train schedule
strongly disagree
occupation
disagree
neutral
Total
agree
strongly agree
student
29(16.67)
55(31.61)
50(28.74)
18(10.34)
22(12.64)
174
employ
2(18.18)
2(18.18)
5(45.45)
2(18.18)
11
1(9.09)
4(36.36)
1(9.09)
2(18.18)
3(27.27)
11
1(25)
2(50)
1(25)
33
61
58
20
28
200
business
others
Total
Table no :- 6.3 gender * Train schedule Cross tabulation

Count
Train schedule
strongly disagree
gender
disagree
neutral
agree
strongly agree
Total
male
18(15.13)
34(28.57)
33(27.73)
12(10.08)
22(18.49)
119
female
15(18.52)
27(33.33)
25(30.85)
8(9.88)
6(7.41)
81
33
61
58
20
28
200
Total
disagrees and strongly agrees with the train schedule respectively, when we come
to the age group of 20-30 30.30%,7.57% of people disagree and agree with the
train schedule
When we look after the occupation 31.60%,10.34% of students disagrees and agree
with the train schedule respectively, when we comes to the employees
45.45%,18.18% of people
agree neutral and strongly disagree with the train
schedule respectively, when we look after the business 36.36%,9.09%of peoples

disagree and agree neutral with the train schedule respectively
28
When we comes to the gender wise 28.57%,10.08% of male disagree and agree
with train schedule, when we see female 33.33%,7.40% of them disagree and
strongly agrees with the train schedule
Table no: - 7 Cross tabulation of employee service efficiency with different segments
Table no:-7.1 age * Employee service efficiency Cross tabulation

Count
Employee service efficiency
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
30(24.19)
28(22.58)
35(28.23)
12(9.68)
19(15.32)
124
20 to 30
18(27.27)
17(25.76)
16(24.24)
10(15.15)
5(7.58)
66
30 to 40
3(42.86)
2(28.27)
1(14.29)
1(14.29)
1(33.33)
2(66.67)
49
50
53
23
25
200
more than 40
Total
Table no:- 7.2occupation * Employee service efficiency Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
41(23.56)
44(25.29)
47(27.01)
20(11.49)
22(12.64)
174
employ
7(63.64)
1(9.09)
1(9.09)
1(9.09)
1(9.09)
11
4(36.36)
3(27.27)
2(18.18)
2(18.18)
11
1(25)
1(25)
2(50)
49
50
53
23
25
200
business
others
Total
Table no:- 7.3 gender * Employee service efficiency Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
28(23.53)
27(22.69)
34(28.57)
15(12.61)
15(12.61)
119
female
21(25.93)
23(28.40)
19(23.46)
8(9.88)
10(12.35)
81
49
50
53
23
25
200
29
agrees neutral and agrees with the employee service efficiency respectively, when
we come to the age group of 20-30 27.77%,7.57% of people strongly disagree and
strongly agree with the employee service efficiency
agree with the employee service efficiency respectively, when we comes to the
employees 63.63%,9.09% of people
strongly disagree
and agree with the
employee service efficiency respectively, when we look after the business

36.36%,18.18% of peoples disagree and agree with the employee service
efficiency respectively
strongly agree with employee service efficiency, when we see female
28.29%,9.87% of them disagree and agrees with the employee service efficiency
Table no:-8 Cross tabulation of staff understanding inquiries with different segments
Table no:- 8.1 age * Staff understanding inquiries Cross tabulation
Count
Staff understanding inquiries
Strongly
disagree
age
neutral
agree
strongly agree
Total
less than 20
28(22.58)
22(17.74)
16(12.90)
35(28.23)
23(18.55)
124
20 to 30
15(22.73)
11(16.67)
11(16.67)
18(27.27)
11(16.67)
66
30 to 40
4(57.14)
1(14.29)
2(28.57)
2(66.66)
1(33.33)
45
37
28
54
36
200
more than 40
Total
disagree
30
Table no:- 8.2 occupation * Staff understanding inquiries Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
39(22.41)
30(17.24)
22(12.64)
51(29.32)
32(18.39)
174
employ
4(36.36)
1(9.09)
4(36.36)
1(9.09)
1(9.09)
11
1(9.09)
3(27.27)
2(18.18)
2(18.18)
3(27.27)
11
1(25)
3(75)
45
37
28
54
36
200
business
others
Total
Table no:- 8.3 gender * Staff understanding inquiries Cross tabulation

Count
Total
strongly
disagree
gender
disagree
neutral
agree
strongly agree
male
28(23.53)
25(21.01)
12(10.08)
32(26.89)
22(18.49)
119
female
17(20.99)
12(14.81)
16(19.75)
22(27.16)
14(17.28)
81
45
37
28
54
36
200
Total
agrees and agrees neutral with the staff understanding inquiries respectively, when
we come to the age group of 20-30 27.27%, 16.66% of people agree and disagree
with the staff understanding inquiries
When we look after the occupation 29.31%,12.64% of students agrees and agree
neutral with the staff understanding inquiries respectively, when we comes to the
employees 36.36%,9.09% of people strongly disagree and strongly agree with the
staff understanding inquiries respectively, when we look after the business
27.27%,9.09% of peoples disagree and agree with the staff understanding inquiries
respectively
31
When we comes to the gender wise 26.89%,10.08% of male agree and agree
neutral with staff understanding inquiries, when we see female 27.16%,14.81% of
them agree and disagrees with the staff understanding inquiries
Table no:-9 Cross tabulation of punctuality of train with different segments (age,
occupation, gender)
Table no:-9.1 age * Punctuality of train Cross tabulation

Count
Punctuality of train
Total
strongly
disagree
age
disagree
neutral
agree
strongly agree
less than 20
4(3.23)
17(13.71)
25(20.16)
54(43.55)
24(19.35)
124
20 to 30
3(4.550
9(13.64)
10(15.15)
29(43.94)
15(22.73)
66
30 to 40
2(28.57)
3(42.86)
2(28.57)
more than 40
1(33.330
2(66.67)
28
38
86
41
200
Total
Table no:- 9.2 occupation * Punctuality of train Cross tabulation

Count
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
Total
student
7(4.02)
24(13.79)
35(20.11)
70(40.23)
38(21.84)
174
employ
2(18.18)
8(72.73)
1(9.09)
11
business
2(18.18)
2(18.18)
6(54.54)
1(9.09)
11
others
1(25)
2(50)
1(25)
28
38
86
41
200
Total
Table no:-9.3 gender * Punctuality of train Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
5(4.20)
15(12.61)
18(15.13)
60(50.42)
21(17.65)
119
female
2(2.47)
13(16.05)
20(24.69)
26(32.10)
20(24.69)
81
28
38
86
41
200
32
agrees and agrees neutral with the punctuality of train respectively, when we come
to the age group of 20-30 43.93%, 4.54% of people agree and disagree with the
punctuality of train
When we look after the occupation 40.225,4.022% of students agrees and agree
neutral with the punctuality of train respectively, when we comes to the employees
72.72%,18.18% of people strongly disagree and strongly agree with the
punctuality of train respectively, when we look after the business 54.54%,18.18%
of peoples disagree and agree with the punctuality of train respectively
When we comes to the gender wise 50.42%,4.201% of male agree and agree
neutral with punctuality of train, when we see female 32.098%,2.46% of them
agree and disagrees with the punctuality of train
Table no: - 10 Cross tabulation of ready to help with different segments (age,
occupation, gender)
Table no:-10.1 age * Ready to help Cross tabulation

Count
Ready to help
strongly
disagree
age
disagree
neutral
agree
17(13.71)
29(23.39)
45(36.29)
11(8.87)
22(17.74)
124
20 to 30
5(7.58)
10(15.15)
17(25.76)
13(19.70)
21(31.82)
66
30 to 40
1(14.29)
3(42.36)
3(42.86)
more than 40
1(33.33)
2(66.66)
22
41
67
27
43
200
less than 20
Total
strongly agree
Total
Table no:-10.2 occupation * Ready to help Cross tabulation

Count
Ready to help
Total
strongly
disagree
occupation
Total
disagree
neutral
agree
strongly agree
student
22(12.64)
36(20.69)
58(33.33)
21(12.07)
37(21.26)
174
employ
4(36.36)
2(18.18)
1(9.09)
4(36.36)
11
business
1(9.09)
5(54.54)
4(36.36)
1(9.09)
11
others
2(50)
1(25)
1(25)
22
41
67
27
43
200
33
Table no:-10.3 gender * Ready to help Cross tabulation

Count
Ready to help
Total
strongly
disagree
gender
disagree
neutral
agree
strongly agree
male
12(10.08)
23(19.33)
38(31.93)
18(15.13)
28(23.53)
119
female
10(12.35)
18(22.22)
29(35.80)
9(11.11
15(18.52)
81
22
41
67
27
43
200
Total
agrees neutral and agrees with the ready to help respectively, when we come to the
age group of 20-30 31.81%,7.57% of people strongly agree and strongly disagree
with the ready to help
agree with the ready to help respectively, when we comes to the employees
36.36%,9.09% of people disagree and agree with the ready to help respectively,
when we look after the business 45.45%,9.09% of peoples agree neutral and
strongly agree with the ready to help respectively
strongly disagree with ready to help, when we see female 35.80%,11.11% of them
agree neutral and agrees with the ready to help
Table no:-11 Cross tabulation staff deals in caring way with different segments (age,
occupation, gender)
Table no:-11.1age * Staff deals in caring way Cross tabulation

Count
Staff deals in caring way
strongly
disagree
age
neutral
agree
strongly agree
Total
less than 20
5(4.03)
27(21.77)
30(24.19)
29(23.39)
33(26.61)
124
20 to 30
4(6.06)
15(22.73)
16(24.24)
15(22.73)
16(24.24)
66
30 to 40
1(14.29)
1(14.29)
3(42.86)
2(28.57)
1(33.33)
1(33.33)
1(33.33)
10
43
47
48
52
200
more than 40
Total
disagree
34
Table no:-11.2 occupation * Staff deals in caring way Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
8(4.60)
37(21.26)
43(24.71)
41(23.56)
45(25.86)
174
employ
3(27.27)
3(27.27)
3(27.27)
2(18.18)
11
1(9.09)
2(18.18)
1(9.09)
4(36.36)
3(27.27)
11
1(25)
1(25)
2(50)
10
43
47
48
52
200
business
others
Total
Table no:-11.3 gender * Staff deals in caring way Cross tabulation

Count
Total
strongly
disagree
gender
disagree
neutral
agree
strongly agree
male
4(3.36)
24(20.17)
30(25.21)
30(25.21)
31(26.05)
119
female
6(7.41)
19(23.46)
17(20.99)
18(22.22)
21(25.93)
81
10
43
47
48
52
200
Total

strongly agrees and
strongly disagrees with the staff deals in caring way
respectively, when we come to the age group of 20-30 24.24%,6.06% of people

strongly agree and strongly disagree with the staff deals in caring way
When we look after the occupation 25.86%, 4.59% of students strongly agrees and
strongly disagrees with the staff deals in caring way respectively, when we comes
to the employees 27.27%, 18.18% of people disagree and agree with the staff deals
in caring way respectively, when we look after the business 36.36%, 9.09% of
peoples agree and strongly disagree with the staff deals in caring way respectively
When we comes to the gender wise 26.05%,3.36% of male strongly agrees and
strongly disagrees with staff deals in caring way, when we see female
25.92%,7.40% of them strongly agrees and strongly disagrees with the staff deals
in caring way
35
Table no:-12 Cross tabulation of solution of complaints with different segments (age,
occupation, gender)
Table no:-12.1 age * Solution of complaints Cross tabulation
Count
Solution of complaints
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
33(26.61)
27(21.77)
17(13.71)
17(13.71)
30(24.19)
124
20 to 30
14(21.21)
19(28.79)
11(16.67)
13(19.70)
9(13.64)
66
30 to 40
3(42.86)
2(28.57)
1(14.29)
1(14.29)
more than 40
1(33.33)
2(66.66)
51
48
28
33
40
200
Total
Table no:- 12.2 occupation * Solution of complaints Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
43((24.71)
40(22.99)
27(15.52)
27(15.52)
37(21.26)
174
employ
5(45.45)
3(27.27)
1(9.09)
2(18.18)
11
1(9.09)
4(36.36)
6(54.55)
11
2(18.18)
1(9.09)
1(9.09)
51
48
28
33
40
200
business
others
Total
Table no:- 12.3 gender * Solution of complaints Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
26(21.85)
30(25.21)
19(15.97)
20(16.81)
24(20.17)
119
female
25(30.86)
18(22.22)
9(11.11)
13(16.05)
16(19.75)
81
51
48
28
33
40
200
strongly disagrees and agrees with the solution of complaints respectively, when
we come to the age group of 20-30 28.78%,13.63% of people
strongly agree with the solution of complaints
36
disagree and
When we look after the occupation 24.71%, 15.51% of students strongly disagrees
and agrees with the solution of complaints respectively, when we comes to the
employees 45.45%, 9.09% of people strongly disagree and agree neutral with the
solution of complaints respectively, when we look after the business 54.54%,
9.09% of peoples agree and strongly disagree with the solution of complaints
respectively
When we comes to the gender wise 25.21%,15.96% of male disagrees and agrees
neutral with solution of complaints, when we see female 30.86%,11.11% of them
strongly disagrees and agrees neutral with the solution of complaints
Table no:-13 Cross tabulation of no time to response with different segments (age,
occupation, gender)
Table no:- 13.1 age * No time to response Cross tabulation

Count
No time to response
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
21(16.94)
31(25)
33(26.61)
13(10.48)
26(20.97)
124
20 to 30
14(21.21)
17(25.76)
13(19.70)
12(18.18)
10(15.15)
66
30 to 40
3(42.86)
2(28.57)
2(28.57)
1(33.33)
1(33.33)
1(33.33)
38
51
47
28
36
200
more than 40
Total
Table no:-13.2 occupation * No time to response Cross tabulation

Count
No time to response
Total
strongly
disagree
occupation
neutral
agree
strongly agree
student
33(18.97)
41(23.56)
43(24.51)
23(13.22)
34(19.54)
174
employ
1(9.09)
4(36.36)
3(27.27)
2(18.18)
1(9.09)
11
3(27.27)
4(36.36)
3(27.27)
1(9.09)
11
1(25)
2(50)
1(25)
38
51
47
28
36
200
business
others
Total
disagree
37
Table no:- 13.3 gender * No time to response Cross tabulation

Count
No time to response
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
21(17.65)
27(22.69)
33(27.73)
16(13.45)
22(18.49)
119
female
17(20.99)
24(29.63)
14(17.28)
12(14.81)
14(17.28)
81
38
51
47
28
36
200
agrees neutral and agrees with the no time to response respectively, when we
come to the age group of 20-30 25.75%,15.15% of people disagree and strongly
agree with the no time to response
When we look after the occupation 24.71%, 13.21% of students strongly agrees
neutral and agrees with the no time to response respectively, when we comes to the
employees 36.36%, 9.09% of people disagree and strongly agree neutral with the
no time to response respectively, when we look after the business 36.36%, 9.09%
of peoples disagree and agree with the no time to response respectively
When we comes to the gender wise 27.73%,13.44% of male agrees neutral and
agrees with no time to response, when we see female 29.62%,14.81% of them
disagrees and agrees neutral with the no time to response
38
Table no:-14 Cross tabulation of trust for making all trips with different segments
Table no:-14.1 age * Trust for making all trips Cross tabulation
Count
Trust for making all trips
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
29(23.39)
30(24.19)
27(21.77)
21(16.94)
17(13.74)
124
20 to 30
13(19.70)
25(37.88)
12(18.18)
10(15.15)
6(9.09)
66
30 to 40
1(14.29)
3(42.86)
1(14.29)
2(28.57)
2(66.66)
1(33.33)
43
60
41
33
23
200
more than 40
Total
Table no:- 14.2 occupation * Trust for making all trips Cross tabulation
Count
No time to response
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
33(21.26)
41(28.74)
43(20.64)
23(16.09)
34(13.22)
174
employ
1(9.09)
4(36.36)
3(27.27)
2(18.18)
1(9.09)
11
3(27.27)
4(36.36)
3(27.27)
1(9.09)
11
1(25)
2(50)
1(25)
38
51
47
28
36
200
business
others
Total
Table no:- 14.3 gender * Trust for making all trips Cross tabulation
Count
Trust for making all trips
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
30(25.21)
36(30.25)
22(18.49)
25(21.01)
6(5.04)
119
female
13(16.05)
24(29.63)
19(23.46)
8(9.88)
17(20.99)
81
43
60
41
33
23
200
disagrees and strongly agrees with the trust for making all trips respectively, when
we come to the age group of 20-30 38.87%,9.09% of people
strongly agree with the trust for making all trips
39
disagree and
neutral and agrees with the trust for making all trips respectively, when we comes
to the employees 36.36%, 9.09% of people disagree and strongly agree with the
trust for making all trips respectively, when we look after the business 36.36%,
9.09% of peoples disagrees and strongly agree with the trust for making all trips
respectively
When we comes to the gender wise 30.25%,5.04% of male disagrees and strongly
agree with trust for making all trips, when we see female 29.69%,20.98% of them
disagrees and strongly agree with the trust for making all trips
Table no:-15 Cross tabulation of safety with different segments (age, occupation,
gender)
Tale no:-15.1age * Safety Cross tabulation

Count
Safety
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
22(17.74)
38(30.65)
24(19.35)
18(14.52)
22(17.74)
124
20 to 30
15(22.73)
18(27.27)
11(16.67)
17(25.76)
5(7.58)
66
30 to 40
1(14.29)
2(28.57)
1(14.29)
1(14.29)
2(28.57)
1(33.33)
2(66.66)
38
58
37
38
29
200
more than 40
Total
Table no 15.2 occupation * Safety Cross tabulation

Count
Safety
Total
strongly
disagree
occupation
neutral
agree
strongly agree
student
30(17.24)
52(29.89)
34(19.54)
31(17.82)
27(15.52)
174
employ
6(54.55)
3(27.27)
1(9.09)
1(9.09)
11
business
2(18.18)
3(27.27)
1(9.09)
5(45.45)
11
1(25)
1(25)
2(50)
38
58
37
38
29
200
others
Total
disagree
40
Table no:-15.3 gender * Safety Cross tabulation

Count
Safety
Total
strongly
disagree
gender
male
female
Total
disagree
neutral
agree
strongly agree
29(24.37)
38(31.93)
20(16.81)
23(19.33)
9(7.56)
119
9(11.11)
20(24.69)
17(20.99)
15(18.52)
20(24.69)
81
38
58
37
38
29
200
From the age table we can say 30.64%, 14.51%age group of people less than 20
disagrees and agrees with the safety respectively, when we come to the age group
of 20-30 27.27%, 7.57% of people disagree and strongly agree with the safety
When we look after the occupation 29.88%,15.51% of students disagrees and
strongly agrees with the safety respectively, when we comes to the employees
54.54%,9.09% of people strongly disagree and agree with safety respectively,
when we look after the business 45.45%, 9.09% of peoples agrees and agree
neutral with the safety respectively
When we comes to the gender wise 31.93%,7.56% of male disagrees and strongly
agree with safety, when we see female 24.69%,11.11% of them strongly agree
strongly disagree with the safety
Table no:-16 Cross tabulation of polite and well manner staff different segments (age,
occupation, gender)
Table no:-16.1 age * Polite and well manner staff Cross tabulation
Count
Polite and well manner staff
strongly
disagree
age
Total
disagree
neutral
21(16.94)
33(26.61)
28(22.58)
23(18.55)
19(15.32)
124
20 to 30
5(7.58)
16(24.24)
23(34.85)
7(1061)
15(22.73)
66
30 to 40
2(28.57)
5(71.43)
more than 40
1(33.33)
1(3.33)
1(33.33)
26
52
57
30
35
200
less than 20
41
agree
strongly agree
Total
Table no:-16.2 occupation * Polite and well manner staff Cross tabulation
Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
25(14.37)
46(26.44)
46(26.44)
28(16.09)
29(16.67)
174
employ
1(9.09)
3(27.27)
2(18.18)
1(9.09)
4(36.36)
11
business
2(18.18)
6(54.54)
1(9.09)
2(18.18)
11
others
1(25)
3(75)
26
52
57
30
35
200
Total
Table no :- 16.3 gender * Polite and well manner staff Cross tabulation
Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
14(11.76)
25(21.01)
35(29.41)
20(16.81)
25(21.01)
119
female
12(14.81)
27(3.33)
22(27.16)
10(12.35)
10(12.32)
81
26
52
57
30
35
200
From the age table we can say 26.61%,15.32%age group of people less than 20
disagrees and strongly agrees with the polite and well manner staff respectively,
when we come to the age group of 20-30 34.84%,22.72% of people agree neutral
and strongly disagree with the polite and well manner staff
When we look after the occupation 26.43%, 16.66% of students disagrees and
strongly agrees with the polite and well manner staff respectively, when we comes
to the employees 36.36%, 9.09% of people disagree and agree with polite and well
manner staff respectively, when we look after the business 54.54%, 9.09% of
peoples agrees neutral and agree with the polite and well manner staff respectively
strongly disagree with polite and well manner staff, when we see female
42
30.86%,12.34%of them strongly disagree and strongly agree with the polite and
well manner staff
Table no:-17 Cross tabulation of safety of luggage with different segments (age,
occupation, gender)
Table no:- 17.1 age * Safety of luggage Cross tabulation

Count
Safety of luggage
Total
strongly
strongly
disagree
age
disagree
neutral
agree
agree
less than 20
32(25.81)
37(29.87)
32(25.81)
15(12.10)
8(6.45)
124
20 to 30
12(18.18)
20(30.30)
16(24.24)
10(15.15)
8(12.12)
66
30 to 40
4(57.14)
2(28.57)
1(14.28)
more than 40
2(66.67)
1(33.33)
50
60
49
25
16
200
Total
Table no:-17.2 occupation * Safety of luggage Cross tabulation

Count
Safety of luggage
strongly
strongly
disagree
occupation
disagree
neutral
agree
agree
Total
student
42(24.14)
53(30.46)
43(24.71)
21(12.07)
15(8.62)
174
employ
2(18.18)
3(27.27)
3(27.27)
3(27.27)
11
business
3(27.27)
4(36.36)
2(18.18)
1(9.09)
1(9.09)
11
3(75)
1(25)
50
60
49
25
16
200
others
Total
Table no:- 17.3 gender * Safety of luggage Cross tabulation

Count
Safety of luggage
Total
strongly
strongly
disagree
gender
Total
disagree
neutral
agree
agree
male
29(24.37)
33(27.37)
33(27.37)
16(13.45)
8(6.72)
119
female
21(25.93)
27(33.33)
16(19.75)
9(11.11)
8(9.88)
81
50
60
49
25
16
200
43
From the age table we can say 29.83%,6.45%age group of people less than 20
disagrees and strongly agrees with the safety of luggage respectively, when we
come to the age group of 20-30 30.30%,12.12% of people disagrees and strongly
agrees with the safety of luggage
When we look after the occupation 30.45%,8.62% of students disagrees and
strongly agrees with the safety of luggage respectively, when we comes to the
employees 27.27%,18.18% of people agree and strongly disagree with safety of
luggage respectively, when we look after the business 36.36%,9.09% of peoples
disagrees and strongly agrees with the safety of luggage respectively
strongly agree with safety of luggage, when we see female 33.33%,9.87% of them
disagree and strongly agree with the safety of luggage
Table no:-18 Cross tabulation of give attention to individual with different segments
Table no:-18.1 age * Give attention to individual Cross tabulation
Count
Give attention to individual
strongly
disagree
age
Total
disagree
neutral
15(12.10)
22(17.74)
23(18.55)
30(24.19)
34(27.42)
124
20 to 30
5(7.58)
11(16.67)
17(25.76)
16(24.24)
17(25.76)
66
30 to 40
1(14.29)
1(14.29)
3(42.89)
2(28.57)
more than 40
2(66.66)
1(33.33)
20
34
43
49
54
200
less than 20
44
agree
strongly agree
Total
Table no:-18.2 occupation * Give attention to individual Cross tabulation

Count
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
20(11.49)
30(17.24)
37(21.26)
41(23.56)
46(26.44)
174
employ
1(9.09)
3(27.27)
4(36.36)
3(27.27)
11
business
3(27.27)
1(9.09)
4(36.36)
3(27.27)
11
others
2(50)
2(50)
20
34
43
49
54
200
Total
Table no:- 18.3 gender * Give attention to individual Cross tabulation

Count
Total
strongly
disagree
gender
male
female
Total
disagree
neutral
agree
strongly agree
7(5.88)
24(20.17)
28(23.53)
29(24.37)
31(26.05)
119
13(16.05)
10(12.35)
15(18.52)
20(24.69)
23(28.40)
81
20
34
43
49
54
200
From the age table we can say 27.41%, 12.09%age group of people less than 20
strongly agrees and strongly disagrees with the give attention to individual
respectively, when we come to the age group of 20-30 25.75%, 7.57% of people
strongly agree and strongly disagrees with the give attention to individual
and strongly disagrees with the give attention to individual respectively, when we
comes to the employees 36.36%, 9.09% of people agree and disagree with give
attention to individual respectively, when we look after the business 36.36%,
9.09% of peoples agrees and disagrees with the give attention to individual
respectively
45
strongly disagrees with give attention to individual, when we see female
28.39%,12.34% of them strongly agree and disagree give attention to individual
Table no:-19 Cross tabulation of coordination with different segments (age,
occupation, gender)
Table no:-19.1 age * Coordination Cross tabulation

Count
Coordination
strongly
disagree
age
disagree
neutral
21(16.94)
29(23.39)
39(31.45)
14(11.29)
21(16.94)
124
20 to 30
8(12.12)
21(31.82)
18(27.27)
9(13.64)
10(15.15)
66
30 to 40
2(28.57)
1(14.29)
3(42.86)
1(14.29)
more than 40
1(33.33)
1(33.33)
1(33.33)
32
51
61
23
33
200
less than 20
Total
agree
strongly agree
Total
Table no:- 19.2 occupation * Coordination Cross tabulation

Count
Coordination
Total
strongly
disagree
occupation
disagree
neutral
agree
strongly agree
student
27(11.49)
48(17.74)
49(21.25)
21(23.19)
29(26.42)
174
employ
2(18.18)
2(18.18)
4(36.36)
2(18.18)
1(9.09)
11
business
3(27.27)
6(54.54)
2(18.18)
11
1(25)
2(50)
1(25)
32
51
61
23
33
200
others
Total
Table no:- 19.3 gender * Coordination Cross tabulation

Count
Coordination
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
16(13.45)
26(21.85)
39(32.77)
15(12.61)
23(19.33)
119
female
16(19.75)
25(30.86)
22(27.16)
8(9.88)
10(12.35)
81
32
51
61
23
33
200
46
agrees neutral and agree with the coordination respectively, when we come to the
age group of 20-30 31.81%,12.12% of people disagree and strongly disagrees with
the coordination
When we look after the occupation 28.16%,12.06% of students strongly agrees
neutral and agrees with the coordination respectively, when we comes to the
employees 36.36%,9.09% of people agree neutral and strongly agree with
coordination respectively, when we look after the business 54.54%,18.18% of
peoples agrees neutral and strongly agrees with the coordination respectively
agrees with coordination, when we see female 30.86%,9.87% of them strongly
agree and agree coordination
Table no:-20 Cross tabulation of service at the first time with different segments (age,
occupation, gender)
Table no:- 20.1 age * Service at the first time Cross tabulation
Count
Service at the first time
strongly
disagree
age
disagree
neutral
27(16.94)
32(25.39)
30(31.45)
15(11.29)
20(16.94)
124
20 to 30
7(12.12)
13(31.81)
29(27.27)
5(13.64)
12(15.15)
66
30 to 40
3(42.86)
4(57.86)
1(33.33)
1(33.33)
1(33.33)
35
48
64
20
33
200
less than 20
more than 40
Total
agree
strongly agree
Total
Table no:- 20.2 occupation * Service at the first time Cross tabulation
Count
Total
strongly
disagree
occupation
neutral
agree
strongly agree
student
34(19.54)
43(24.71)
50(28.74)
19(10.92)
28(16.09)
174
employ
2(18.18)
6(54.54)
3(27.27)
11
1(9.09)
2(18.18)
5(45.45)
1(9.09)
2(18.18)
11
1(25)
3(75)
35
48
64
20
33
200
business
others
Total
disagree
47
Table no:- 20.3 gender * Service at the first time Cross tabulation
Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
18(15.13)
27(22.69)
40(33.61)
15(12.61)
19(15.97)
119
female
17(20.99)
21(25.93)
24(29.63)
5(6.17)
14(17.28)
81
35
48
64
20
33
200
disagrees and agree with the service at the first time respectively, when we come
to the age group of 20-30 43.93%,7.57% of people agree neutral and agrees with
the service at the first time
neutral and agrees with the service at the first time respectively, when we comes to
the employees 54.54%18.18% of people agree neutral and agree with service at the
first time respectively, when we look after the business 45.45%, 9.09% of peoples
agrees neutral and agrees with the service at the first time respectively
When we comes to the gender wise 33.61%,12.60%of male agree neutral and
agrees with service at the first time, when we see female 29.62%,6.12% of them
agree neutral and agrees service at the first time
48
Table no:-21Cross tabulation of best service provider with different segments (age,
occupation, gender)
Table no:- 21.1 age * Best service provider Cross tabulation

Count
Best service provider
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
30(24.19)
33(26.61)
10(8.06)
36(29.03)
15(12.10)
124
20 to 30
17(25.76)
11(16.67)
12(18.18)
16(24.24)
10(15.15)
66
30 to 40
1(14.29)
2(28.57)
3(42.86)
1(14.29)
2(66.67)
1(33.33)
48
48
25
54
25
200
more than 40
Total
Table no:-21.2 occupation * Best service provider Cross tabulation

Count
Total
strongly
disagree
occupation
student
disagree
neutral
45(25.86) 38(21.894)
employ
business
agree
strongly agree
21(12.07)
49(28.17)
21(12.07)
174
2(18.18)
2(18.18)
1(9.09)
3(27.27)
3(27.27)
11
1(9.09)
5(45.45)
2(18.18)
2(18.18)
1(9.09)
11
3(75)
1(25)
48
48
25
54
25
200
others
Total
Table no:-21.3 gender * Best service provider Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
26(21.85)
32(26.89)
18(15.13)
33(27.73)
10(8.40)
119
female
22(27.16)
16(19.75)
7(8.64)
21(25.93)
15(18.52)
81
48
48
25
54
25
200
agrees and strongly agree with the best service provider respectively, when we
49
come to the age group of 20-30 25.75%,15.15% of people strongly disagree and
strongly agrees best service provider
When we look after the occupation 28.16%,12.06% of students strongly agrees and
strongly agrees with best service provider respectively, when we comes to the
employees 27.27%,9.09% of people agree and agree neutral with best service
provider respectively, when we look after the business 45.45%,9.09% of peoples
disagrees and strongly agrees with the best service provider respectively
When we comes to the gender wise 27.73%,8.40%of male agree and strongly
agrees with best service provider, when we see female 27.16%,8.64% of them
strongly disagree and agrees neutral best service provider
Table no:-22 Cross tabulation of e-ticketing services with different segments (age,
occupation, gender)
Table no:- 22.1 age * E-ticketing services Cross tabulation

Count
E-ticketing services
strongly
disagree
age
disagree
neutral
agree
strongly agree
Total
less than 20
34(27.42)
33(26.61)
32(25.81)
8(6.45)
17(13.71)
124
20 to 30
17(25.76)
11(16.67)
19(28.79)
10(15.15)
9(13.64)
66
30 to 40
1(14.29)
4(57.14)
1(14.29)
1(14.29)
1(33.33)
1(33.33)
1(33.33)
52
49
52
20
27
200
more than 40
Total
Table no:- 22.2 occupation * E-ticketing services Cross tabulation

Count
Total
strongly
disagree
occupation
neutral
agree
strongly agree
student
46(26.44)
45(25.86)
46(26.44)
13(7.47)
24(13.79)
174
employ
4(36.36)
2(18.18)
4(36.36)
1(9.09)
11
business
2(18.18)
3(27.27)
2(18.18)
3(27.27)
1(9.09)
11
1(25)
2(50)
1(25)
52
49
52
20
27
200
others
Total
disagree
50
Table no:- 22.3 gender * E-ticketing services Cross tabulation

Count
Total
strongly
disagree
gender
Total
disagree
neutral
agree
strongly agree
male
36(30.25)
23(19.33)
31(26.05)
13(10.92)
16(13.45)
119
female
16(19.75)
26(32.10)
21(25.93)
7(8.64)
11(13.58)
81
52
49
52
20
27
200
strongly disagrees and agree with the e-tickets service respectively, when we
come to the age group of 20-30 28.78%,13.63% of people agree neutral and
strongly agrees e-tickets service
When we look after the occupation 26.43%,7.47% of students strongly disagrees
and agrees with e-tickets service respectively, when we comes to the employees
36.36%,9.09% of people agree and strongly agree
with e-tickets service
respectively, when we look after the business 27.27%,9.09% of peoples agrees and
strongly agrees with the best e-tickets service
strongly agrees with e-tickets service, when we see female 32.09%,8.64% of them
strongly disagree and agrees e-tickets service
51
CHAPTER:-4
OBSERVATION & CONCLUSION
52
OBSERVATION: From the research I came to know that age group less than 20 is agreed with
the neat and physical facility than age group between 20-30
When we come to the comfortable of seats male strongly agree than female
Most of the students and male strongly disagree with the Accuracy in record
keeping
Most of the students and employees agree with the Punctuality of train and
business people disagree with it
When we look after the Polite and well manner staff service students and
business people neutrally agree with it
Male agree (or) satisfied with the polite and well manner staff than female
Most of the people of age group between 20-30 and female are not satisfied
with the services of luggage safety and their safety to travel in train
SUGGESTIONS: Indian Railways has to focus on core areas where most of the passengers
prefer from railways Comprehensive attempt to implement the qualified
services to the customers.
Passengers prefer rail mode of transportation because of variety of reason on
which economy, safety, convenient are vital. Even though the Railway
authorities not it maintain or develop its service on these areas, the
passengers cannot avoid the train journey. This is because of safety and
economy mode of services provided by the Railways. In this situation, the
Railways would strictly focus the core areas where their services are to be
rendered continuously to satisfy the passengers.
53
For last one year ladies compartment in train passes thorough INDIA was
not at all safe for lady passengers. Even day time they victimized for
harassment, attack from male passengers and commission of murder
Compared to other countries, Indian Railways are keeping punctuality. Most
of the people satisfied with such service as qualified one. Therefore, Indian
Railways, has given much emphasis on this factor continuously to retain this
quality for long lasting
Conclusion:For the improvement of competiveness of railway service quality assurance is one of the
important factor to be concluded .In the present report 200 respondents has been enquired
about the service quality of Indian railway the result indicates that most of the consumers
are not satisfied with the safety and train timing .Therefore the railway department should
maintain proper time management of train and training of railway staff need to be more
responsive towards passengers requirement &needs .Safety measures to be improved so
that passengers may feel safe while travelling .In other words human touch is missing in
Indian railway passenger service. The improvement of these aspects will help in improving
the service quality gaps and ultimately will improve the competitiveness of Indian railway
Bibliography: Charles W.lamb, Joseph F.hair, 2014, Principles of MKTG, NEW DELHI.
J.K.Sachdeva,2014,Business Research Methodology, NEW DELHI
http://indianrailways.gov.in/railwayboard/view_section.jsp?lang=0&id=0,1
54
ANNXER:Services of Indian railway Application of Servqual

model
1) Name: ..
2) Age
1. Less than 20
2.20-30
3.30-40
4.above 40
3) Occupation
1. Student
2.employ
3. Business
4.others (specify):
4) Income
1. Below 30000
2. 30000-60000
3. 60000-100000
4.none
5) Gender
1. Male
2. Female
6) Modern equipment &infrastructure at all stations and trains
1) Strongly Disagree
4) Agree
2) Disagree
5) Strongly Agree
55
3) Neutral
7) Neat physical facility like lighting and toilets in trains

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
8) Comfortable seats in trains

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
9) Visual appealing
4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
10) Accuracy in record keeping

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
11) Train schedule

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
12) Employee service efficiency

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
13) Staff understanding inquiries

4) Agree
2) Disagree
5) Strongly Agree
14) Punctuality of train

56
3) Neutral
4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
15) Ready to help

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
16) Staff deals in caring way

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
17) Solution of complaints

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
18) No time to response

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
19) Trust for making all trips

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
20) Safety
4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
21) Polite and well manner staff

2) Disagree
57
3) Neutral
4) Agree
5) Strongly Agree
22) Safety of luggage

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
23) Give attention to individual

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
24) Coordination
4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
25) Service at the first time

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
26) Best service provider

4) Agree
2) Disagree
3) Neutral
5) Strongly Agree
27) E-ticketing services

4) Agree
2) Disagree
5) Strongly Agree
58
3) Neutral

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Report On Service of Indian Railway

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A STUDY ON

Services of Indian railway Application of Servqual

GITAM INSTITUTE OF MANAGEMENT

Dr. U. V. ADINARAYANA RAO

I am thankful to Dr. D.VIJAYA GEETA, Program Coordinator who helped me and

I perceive as this opportunity as a big milestone in my career development. I will

Introduction and the Importance

(ii) Service, Customer Satisfaction

Analysis & Interpretation

Observations and Conclusions

Modern Equipment &Infrastructure

Introduction to Indian railway

Topic related concepts:1. SERVICE

understanding/knowing the customer and tangibility. They noted that discrepancies

services of Indian railway by the application of

To measure the level of satisfaction of passengers on services provided by the rail

Methodology:1. Sampling area:-the survey is conducted in Vizag

Demographic profile of respondents

Figure:-1 Respondents age

The above histogram represents the number of respondents of different age

Figure: - 2 Respondents Occupation

The above histogram represents occupation

Figure:-3 Respondents gender

The above histogram represents gender

X-axis represents gender and y- axis represents the count.

Table no:-1 Cross tabulation of Modern equipment &infrastructure with different

Table no :- 1.2 occupation * Modern equipment &infrastructure Cross tabulation

Table no :- 1.3 gender * Modern equipment &infrastructure Cross tabulation

age * Neat physical facility Cross tabulation

Table no :-2.2 gender * Neat physical facility Cross tabulation

Table no :-2.3 occupation * Neat physical facility Cross tabulation

Table no :-3.1 age * Comfortable seats Cross tabulation

Table no :-3.2 occupation * Comfortable seats Cross tabulation

Table no :-3.3 gender * Comfortable seats Cross tabulation

Table no :- 4.1 age * Visual appealing Cross tabulation

Table no :-4.2 occupation * Visual appealing Cross tabulation

Table no :- 4.3 gender * Visual appealing Cross tabulation

From the age table we can say 29.83%,9.67%

age group of people less than 20

Table no :- 5.1 age * Accuracy in record keeping Cross tabulation

Table no :- 5.2 occupation * Accuracy in record keeping Cross tabulation

Table no :- 5.3 gender * Accuracy in record keeping Cross tabulation

Table no :- 6.1age * Train schedule Cross tabulation

Table no :-6.2 occupation * Train schedule Cross tabulation

Table no :- 6.3 gender * Train schedule Cross tabulation

agree neutral and strongly disagree with the train

schedule respectively, when we look after the business 36.36%,9.09%of peoples

Table no:-7.1 age * Employee service efficiency Cross tabulation

Table no:- 7.2occupation * Employee service efficiency Cross tabulation

Table no:- 7.3 gender * Employee service efficiency Cross tabulation

and agree with the

employee service efficiency respectively, when we look after the business

Table no:- 8.2 occupation * Staff understanding inquiries Cross tabulation

Table no:- 8.3 gender * Staff understanding inquiries Cross tabulation

Table no:-9.1 age * Punctuality of train Cross tabulation

Table no:- 9.2 occupation * Punctuality of train Cross tabulation

Table no:-9.3 gender * Punctuality of train Cross tabulation

Table no:-10.1 age * Ready to help Cross tabulation

Table no:-10.2 occupation * Ready to help Cross tabulation

Table no:-10.3 gender * Ready to help Cross tabulation

From the age table we can say 36.29%,8.87%

age group of people less than 20

Table no:-11.1age * Staff deals in caring way Cross tabulation