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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.

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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 2012-

March 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 Railways-

online 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,

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followed by 3, 2, and 1 to the lower level of satisfaction. For no opinion

answers, the score assigned is 0. The questionnaire is analysed using

statistical index and variables are graded into different levels of passenger

satisfaction. Passenger satisfaction is high for variables with index scores

ranging from 66.66 - 100, moderate for index scores ranging from 33.33-

66.66 and low index scores ranging from 0-33.33. A brief profile of the

respondents collected through the sample is given in table 5. 1.

Table 5. 1

Sample frame

Sl. No. Title Category

Number of respondents Percent

1 Sex Male Female

167 133

55.57 44.33

2 Age 18-24 25-39 40-55 56 and above

31 112 101 56

10.33 37.33 33.67 18.67

3 Nature of residence Urban Rural Semi urban

202 45 53

67.33 15

17.67 4 Educational

qualification +2 Degree Post Graduate Professional qualification

47 110 91 52

15.67 36.67 30.33 17.33

5 Occupation Self employed Salaried Business Professional Others

24 112 41 33 90

8 37.33 13.67

11 30

6 Monthly income Less than 10000 10000-20000 20000-30000 30000-50000 50000 and above

85 77 56 41 41

28.33 25.67 18.67 13.67 13.67

7 Marital Status

Married Unmarried Widow Divorcee

225 65 9 1

75 21.67

3 0.3

8 Number of members in the family

2-3 4-7 8 and above

75 216 9

25 72 3

Source :Primary survey.

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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 25-

39 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

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convenient. 29.33 percent opt railways as means of travel as it is economical

compared to other means of public transport.14 percent has opted railways

as it is comparatively more secure.

Table 5. 2

Respondents and train Travel

Sl. No. Title Category

Number of respondents Percent

1 Frequency of Travel

Daily 2-3 times weekly 2-3 times monthly 2-3 times yearly Rarely

33 23 84

131 29

11 7.67

28 43.67 9.67

2 Season ticket holder

Yes No

39 261

13 87

3 Class of Travel

II tierAC III tierAC I class II class

41 42 36

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13.67 14 12

60.33 4 Purpose of

travel Work Education Business Leisure Others

72 28 33 79 88

24 9.33

11 26.33 29.33

5 Prefer railways

Convenient Secure Faster Economical Punctual

154 42 15 88 1

51.33 14 5

29.33 0.33

6 Other mode of travel preferred

Private vehicle Bus Airways Waterways

158 134

8 -.

52.67 44.67 2.67

-

Source : Primary survey.

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Private vehicle is opted as alternate means of transport by 52.67

percent of respondents. 44.67 percent prefer bus and only 2.67 percent prefer

airways as an alternative to railways. It may be inferred that majority of

respondents travels 2-3 times yearly but prefer to travel in II class since it is

cheaper than other classes. Respondents have opted railways mainly for

other purposes, leisure and work. Convenience and cheapness has attracted

the respondents towards rail travel. Majority of the respondents have pointed

out private vehicle or bus as alternatives to railways.

5.2 ONLINE TICKETING/BOOKING

With the computerization of Indian Railways the convenience of

online ticketing and booking has been enhanced. It is easier for the

passengers to book for different trains online. IRCTC is most popular rail

booking website and also provides information of reservation status, arrival

and departure of trains, fares and so on. Online ticketing provides i ticketing,

e ticketing and tatkal reservation facilities. E- tickets are send to the

commuters email id and the passenger can print the tickets instantly. The

i-tickets are similar to tickets in the booking counter and the tickets booked

online are couriered to the addressee.

Table 5.3

Online ticketing/booking - level of passenger satisfaction

Sl.No Title 1* 2* 3* 4* 5# Index^ Rank1 Convenience of e ticketing

system 50 136 83 22 9 66.33 I

2 Convenience of i ticketing system 14 107 89 17 73 47.67 III

3 Refunding system in e ticketing 15 119 134 18 14 58.58 II

Source: Primary Survey. * 1 to 4 depicts degrees of satisfaction from highest to lowest # No opinion ^ 1x 4+ 2 x 3+3 x 2+4 x 1+5 x 0 X 100 1200

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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.

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Table 5. 4

Ticketing/booking - level of passenger satisfaction

Sl. No Title 1* 2* 3* 4* 5# Index^ Rank

1 Provision of Tatkal reservation 17 138 111 27 7 60.92

II

2 Ticket booking facilities with credit /debit cards 21 129 125 3 22 60.33

III

3 Advance booking facilities 22 149 117 8 4 64.75 I 4 Number of Ticket

Counters 4 79 147 63 7 50.83 V

5 Ease of buying tickets 6 61 173 56 4 50.75 VI 6 Mechanical ticketing

devices like automatic ticket vending machines

1 36 89 146 28 36.33 IX

7 Refunding system in ticketing 3 113 132 44 8 54.92

IV

8 Ticket conversion facility with respect to class/date 1 88 113 75 23 47.42

VII

9 Ladies quota in ticket booking 5 51 104 98 42 39.92

VIII

Source: Primary Survey.

Ticketing /booking and level of passenger satisfaction is depicted in

table 5.4. All the variables are ranked as moderately satisfied with index

ranging from 64.75 for advance booking facilities to 36.33 for mechanical

ticketing devices like automatic ticket vending machines. Mechanical

ticketing devices like automatic ticket vending machines are not available in

all railway stations and are often not in proper working condition in

available ones. Thiruvananthapuram Central, Kottayam, Ernakulam

Junction, Aluva, Thrissur, Kozhikode, Coimbatore and Mangalore Junction

have the facility of automatic ticket vending machines. Highest ranking is

given to the facilities for advance booking. The index does not move to

highly favourable category which may be attributed to manipulations and

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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.

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5.4 TRAIN FARE

Railways are preferred by majority of the passengers as it is

economical. The passenger rates of the railways are subsidized with the

enhanced rates of freight transit. Recently railways has increased its

passenger rates to provide for the increased amenities and also to meet the

increased cost of operation.

Table 5. 5

Train fare - level of passenger satisfaction

Sl. No. Title 1* 2* 3* 4* 5# Index^ Rank

1 Rail tariffs in relation to classes 3 83 174 34 6 53.58 I

2 Concession for frequent travelers 6 110 110 41 33 51.25 II


Table 5.5 shows the rail fare and level of passenger satisfaction. The

index of the variables point out that the passengers are moderately satisfied.

Passengers are satisfied with the train fare since it is lower than other modes

of transport but expect that the fares commensurate with the classes and

facilities. On account of introduction on new private and low cost airlines

and consequent reduction in air ticket rates, passengers feel that fares of

higher classes in railways are more or less equivalent to airlines.

Concessions for frequent travelers (season tickets) are provided but

passengers find it necessary that railways issue at least first class season

tickets in long distance trains. Passengers feel that the train fare may be

enhanced to provide better amenities and to ensure greater passenger travel

through railways.

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5.5 INFORMATION TRANSMISSION IN RAILWAY STATIONS

Information should be imparted to the passengers at the right time

and with accuracy. The arrival of trains, facilities available in the railway

platforms, reservation chart etc should be properly displayed for the

convenience of the passengers especially female, disabled and senior

citizens.

Table 5.6

Information transmission in railway stations - level of passenger satisfaction


1 Provision of information about train schedules/platforms

6 89 156 49 0 54.33 III

2 Sign Boards Display in platforms 7 102 139 52 0 55.33 II

3 Clarity of electronic information display 2 86 147 63 2 51.92 VI

4 Frequency of announcements 9 140 105 45 1 59.25 I

5 Clarity of announcements 10 102 128 59 1 55.08 IV 6 Display of reservation

chart in the stations 4 101 130 58 7 53.08 V

7 Display of porter charges in stations 1 39 101 119 40 36.83 VII


All the variables in information transmission has an index between

50.00 to 60.00 except display of porter charges in stations with index of

36.83. Porter charges are not displayed prominently in all railway stations,

and hence it leads to overcharging of the passengers by the porters.

Frequency of announcements is on the top with index of 59.25.

Announcements are often made but passengers are of the opinion that the

announcements should be made reasonably well in advance and with

maximum possible clarity. Sign Board display in platforms has an index of

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55.33. The announcements should be audible in all relevant areas of

different platforms. More simple methods such as SMS alerts, manual

response regarding enquired trains should be adopted for public

convenience. Passengers find calling 139 for online enquiry more strenuous

and time consuming.

3Proposal is made in the Budget 2013-14 to provide SMS alerts to

passengers on update reservation status. Arrangements should be made to

provide information in all platforms and display sign boards indicating

general utility services available on all platforms and railway stations. Hard

copy of the reservation chart may be displayed for the benefit of passengers

from rural areas.

5.6 SUPPORT FOR DISABLED AND ELDERLY PERSONS

Large number of passengers travelling by train are elderly people, as

they find it comfortable rather than travelling by other modes. But there are

certain problems faced by senior citizens and differently abled in the railway

platforms which needs to be addressed.

Table 5. 7

Support for disabled and elderly persons - level of passenger satisfaction


1 Concession for senior citizens 17 123 106 40 14 57.42 I

2 Provision of ramps and wheel chairs for disabled passengers

6 44 110 129 11 42.08 II

3 Assistance and information for disabled or elderly people

5 39 106 144 6 41.08 III


Table 5.7 shows the level of passenger satisfaction on the basis of

support for disabled and elderly persons in railway stations. All the variables

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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

Thiruvananthapuram Central, Ernakulam Junction, Chengannur, Aluva,

Nagercoil, Alappuzha and Kozhikode.

5.7 BEHAVIOUR AND ATTITUDE OF RAILWAY STAFF

Counter staff needs to be sensitized to public dealing. Their

operational constraints has to be addressed to bring improvements in counter

services.

The variables, attitude of ticketing staff and information provided by

ticketing staff has an index of 60.25 and 62.75 respectively and passengers

are satisfied with the attitude, behaviour and service of staff at ticket

counters to a great extent. They feel that lack of proper skill and certain

constraints felt by the counter staff, overcrowding, shortage of staff and

counters and so on should be addressed to improve counter services. The

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variables, mechanism to monitor the services in the stations and mechanism

to redress grievances has index of only 43.42 and 40.00 respectively. The

passengers indicate that there is no sufficient mechanism by the railways for

monitoring the services in the stations and lack of measures for immediate

grievance redressal.

Table 5.8

Behaviour and attitude of railway staff- level of passenger satisfaction

Sl. No Title 1* 2* 3* 4* 5# Index^

Rank

1 Attitude of ticketing staff 2 147 128 18 5 60.25 II

2 Information provided by ticketing staff 18 147 109 22 4 62.75 I

3 Mechanism to monitor the services in the station

0 41 152 94 13 43.42 III

4 Mechanism to redress grievances 1 25 149 103 22 40.00 IV


The operational constraints of the counter staff should be addressed to

bring improvements in counter services. The grievance redressal mechanism

needs to be strengthened as railways can address passenger concerns more

effectively. Monitoring mechanism of various amenities should be

strengthened for their effective maintenance.

5.8 FACILITIES AND MAINTENANCE IN RAILWAY STATIONS

With accelerating pace in modernization a traveler expects enhanced

amenities from Railways. The provision of better passenger amenities both

in railway platforms and on trains should be one of the important objectives

of Indian Railways. Railways should strengthen the monitoring mechanism

to ensure the amenities provided in the stations are effectively maintained.

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Table 5. 9

Facilities and maintenance in railway stations - level of passenger

satisfaction


1 Provision of seating arrangement in the platform

2 100 154 44 0 55.00 IV

2 Availability of proper lighting and fans 0 49 164 87 0 46.83 VIII

3 Availability of waiting rooms and retiring rooms for passengers

5 69 135 82 9 48.25 VII

4 Availability of Cloak Room facility 5 41 145 89 20 43.50 XI

5 Provision of drinking water 1 60 117 115 7 44.42 X

6 Availability of clean toilets 0 20 64 210 6 33.17 XIV

7 Cleanliness and maintenance of station facilities

0 18 106 175 1 36.75 XIII

8 Availability of quality food and refreshments 0 46 159 95 0 45.92 IX

9 Provision of public telephone 11 90 142 56 1 54.50 V

10 ATM provision in the station 22 126 112 28 12 59.83 I

11 Availability of licensed porters 1 121 90 52 36 49.92 VI

12 Availability of First aid and medicines 2 30 127 126 15 39.83 XII

13 Availability of essential stationary 33 101 94 69 3 57.67 II

14 Convenience to board and alight trains 1 120 139 37 3 56.58 III


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Table 5.9 depicts the level of passenger satisfaction with respect to

facilities and maintenance in railway stations. The index of the variables

vary from 33.17 to 59.83. The passengers are moderately satisfied with

respect to all variables except the provision of clean toilets, for which the

passengers point out their low satisfaction level with index of 33.17 . The

highest ranking is for the ATM provision in the station. The availability of

sufficient stationery and convenience to board and alight trains has an index

of 57.67 and 56.68 respectively. Cleanliness and maintenance of station

facilities with an index of 36.75 followed by availability of first aid and

medicines with index of 39.83 are on the bottom of the category.

Availability of waiting rooms and retiring rooms for passengers has an index

of 48.25. Online booking of retiring rooms is facilitated in select stations of

the divisions. An exclusive dormitory and air conditioned waiting rooms for

ladies is set up at Thiruvananthapuram Central, the first of its kind in

Southern Railway.

Certain suggestions are brought out by the passengers for improving

facilities in the railway stations. There is a need to increase and improve the

waiting seats in the platform. Proper lighting facility should be provided in

all the platforms. Respondents bring out the need for increasing the

availability of waiting rooms with toilets and bathrooms for passengers of all

classes. Cloak room facility or facilities for storing luggages should be made

available in all railway stations. Availability of clean and sufficient drinking

water should be ensured at various points. Sufficient hygienic toilets with

enough water should be ensured. Railway stations and surrounding should

be kept neat and clean. Quality and affordability in food and refreshments

should be ensured. Availability of public telephone facilities, ATM, first aid

and essential stationery may be enhanced. Authorised porters may be

deployed to meet the passenger requirements. Facilities to board and alight

trains may be considered to meet the requirements of different age groups.

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5.9 LINKAGE WITH OTHER MODES OF TRANSPORT

Railway stations should be connected with other modes of public

transport for easier mobility of the passengers. Intermodal linkages are

advantageous both to the passengers and the railways.

Table 5.10

Linkage with other modes of transport - level of passenger satisfaction


1 Availability of prepaid taxi and auto service 2 48 127 117 6 43.58 III

2 Connection to other modes of public transport

3 74 111 109 3 47.08 I

3 Sufficiency and affordability of protected parking facilities

1 41 153 97 8 44.17 II


Passenger satisfaction is moderate in the case of variables in the table.

The index varies from 43.58 to 47.08. The availability of prepaid taxi and

auto service has the lowest index in this category. Often there is a

collaboration of the taxi and auto drivers with the police which makes the

journey uncomfortable for the commuters. Passengers feel that railways may

join hands with local administration to provide public transport facilities

from and to railway stations. Public transport facilities are to be provided

connecting railway stations and bus stand for easier passenger mobility.

Protected facilities for vehicle parking should be made available by railways

to its passengers at reasonable cost. Railways should ensure the safety of the

vehicles in the parking lot.

5Work is underway in Thiruvananthapuram Central for provision of

Skywalk linking central bus stand. A similar walkway is proposed at

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Ernakulam Junction linking Kerala State Road Transport Corporation 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


1 Personal security in the station 1 33 153 105 8 42.83 II

2 Service of security personnel 2 24 177 95 2 44.08 I


The variables, personal security in the station and service of security

personnel has an index of 42.83 and 44.08. Passengers are of the opinion

that rising crimes against passengers and their baggage should be the

concern of railways and the service of railway protection force should be

assured at all times. 6For integrated security service-CCTV surveillence is

envisaged in 5 railway stations of Thiruvananthapuram and Palakkad

divisions-Thiruvananthapuram Central, Ernakulam Junction, Coimbatore

Junction, Kozhikode and Mangalore.

5.11 TRAIN SCHEDULES

In the recent budgets Railways have given an impetus to increase the

train services to ensure greater convenience to the passengers. It is noted that

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the increase in trains is limited to certain zones which needs to be attended

to.

Table 5.12

Train schedules- level of passenger satisfaction


1 Frequency of the trains 1 87 128 77 7 49.83 III 2 Adequacy of trains

during holidays and festivals

3 42 158 95 2 45.75 VI

3 Timing of trains 2 122 117 55 4 55.25 I 4 Availability of

connecting trains 2 60 145 83 10 46.75 V

5 Punctuality and reliability of the trains 0 76 132 92 0 48.67 IV

6 Convenience for short distance travels 6 106 122 64 2 54.17 II


Table 5.12 shows the level of passenger satisfaction on the basis

of train schedules. The index varies from 55.25 for timing of trains to 45.75

for adequacy of trains during holidays and festivals. The passengers are

moderately satisfied with respect to variables in the table. Passengers point

out that certain improvements should be made in train schedules to attract

more passengers. More trains should be introduced during peak hours and in

busy routes. Short distance speed trains may also be introduced between

different stations especially during peak hours. In 2012-13 two Mainline

Electric Multiple Unit (MEMU) trains were started between Kollam and

Ernakulam, and Ernakulam and Palakkad. Punctuality and reliablity has an

index of 48.67. Punctuality should be ensured except under emergency

circumstances. Delay in services pose problems for senior citizens and

families travelling with children.

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At festivals and holidays there should be routine special trains rather

than trains at short notice. Publicity should be given to special trains for the

knowledge of the commuters. While issuing tickets for unreserved

compartments the capacity strength of the compartments should be taken

into consideration to avoid undesirable overcrowding. Schedule of

connecting trains should be well planned. Railway timing should be well

planned without compromising safety.

5.12 INFORMATION TRANSMISSION IN THE TRAINS

There should be effective methods for transmission of information to

the passengers in the trains. It would be of convenience for the passengers to

get information on board regarding the stations, route etc especially in the

night.

Table 5.13

Information transmission in trains - level of passenger satisfaction


1 Signs and information on compartments 3 43 125 125 4 43.00 II

2 Display of reservation chart 5 56 140 99 0 47.25 I

3 Provision of information on board 3 21 132 143 1 40.17 III


The passengers are moderately satisfied with respect to information

transmission in trains. The index of the variables in table 5.13 varies

between 43.00 to 40.17. Passengers point out that the railway information

on compartments is overshadowed by commercial advertisements. They

prefer display of reservation charts on the compartments and electronic

display of nearest stations made within the compartments. 7Proposals are

made in Budget 2013-14 to provide announcement facility and electronic

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display boards in trains for disseminating information on board to

passengers about approaching stations, late running and arrival platforms.

5.13 SERVICES AND MAINTENANCE IN TRAINS

With the increasing preference for better and improved amenities on the

part of the commuters, railways are duty bound to provide better facilities to

attract more commuters to this mode. Railways should ensure that the

services provided in the trains are beneficial to the passengers and not divert

traffic to other alternate modes.

The variables in table 5.14 depict services and maintenance in trains

and level of passenger satisfaction. Of the 15 variables, 13 variables indicate

that passengers are moderately satisfied, and 2 variables that are sufficiency

of clean toilets and availability of internet connectivity point out passengers

have low level satisfaction. Comfort in relation to various classes is on the

top with an index of 52.75. Passengers are moderately satisfied in relation to

comfort levels of different classes offered by railways. Though comfort in

berth facilities and seating has an index 50.25 and 47.08 passengers feel that

the clean and neat berth and seating facilities may be enhanced to

commensurate with the requirements of the passengers. There is a need for

improving the space per passenger. Proper lighting facility should be

provided in all the compartments. Passengers have stressed the requirement

for certain improvements in the trains to facilitate easier, safe and

convenient transit of the passengers. Clean and sufficient availability of

drinking water should be ensured in all trains and compartments. Stern

sanction is to be taken against passengers crowding in toilets and its path for

want of space. Maintenance and cleanliness of compartments should be a

major concern of railways. Trains should be clean, made litter free and free

from insects, bugs and rats. Disinfectants should be used to prevent the

spread of infections as railways play the role of bulk carrier.

204

Table 5.14

Services and maintenance in trains- level of passenger satisfaction


1 Sufficient seating capacity for passengers 1 48 158 93 0 46.42 V

2 Comfort in seating 1 42 178 79 0 47.08 III

3 Adequacy of lighting and fans 0 48 165 87 0 46.75 IV

4 Comfort in relation to various classes 0 92 150 57 1 52.75 I

5 Maintenance and cleanliness of compartments

1 10 83 204 2 33.67 XII

6 Availability of staff on trains 0 25 106 167 2 37.83 VII

7 Comfortable and convenient berth facilities

1 68 165 65 1 50.25 II

8 Provision of drinking water 2 19 76 196 7 34.42 IX

9 Sufficiency of clean toilets 1 6 42 248 3 29.50 XIV

10 Provision of first aid and medical facilities 1 11 92 181 15 33.50 XIII

11 Emergency services on trains 0 15 98 165 22 33.83 X

12 Efficiency of chain pulling system 8 67 123 78 24 46.42 V

13 Availability of internet connectivity 1 20 52 166 61 27.83 XV

14 Provision for mobile phone charging 4 34 124 116 22 40.17 VI

15 Provision of break van facility 2 43 121 70 64 37.42 VIII


205

Mobile phone charging facility has an index of 40.17,the facility is

available in upper classes but there are only 1 or 2 points in the other classes

which carry a large number of passengers. Emergency services with the

index of 33.83 points out the need for increased attention on the part of

railways to provide for emergencies like doctor on call, service of railway

protection force etc

8Budget 2012-13 has proposed provision for progressive extension

of bio toilets on trains and extension of On Board Housekeeping Schemes

(OBHS) and Clean Train Stations (CTSs) to more stations and trains.

Provision of first aid and medical facilities, facilities for meeting emergency

requirements, qualified medical attendants are essential requirements to be

made available in trains. Staff on call should be available to deal with any

emergency situation. A proposal is made in the Budget 2013-14 for

launching a pilot project to facilitate the passengers to contact on board staff

through phone or email for prompt response for coach cleanliness. The

facility for mobile phone charging may be enhanced in ordinary, unreserved

compartments. In the modern age of information technology internet

facilities may be enhanced. Budget 2012-13 has proposed the provision of

free Wi Fi facility to cater to the increased aspirations and requirements of

the youth and other valued customers. Better awareness regarding the break

van facility should be made to reduce loading of excessive luggage in the

trains thereby causing discomfort to the passengers.

5.14 FOOD AND REFRESHMENTS IN TRAINS

With the establishment of Indian Railways Catering and Tourist

Corporation (IRCTC) railways have outsourced the catering services to the

IRCTC. As per the new railway catering policy (2010) railways is expected

to take over the job of catering from IRCTC in phased manner on account of

increase in complaints about food and food related services.

206

Table 5.15

Food and refreshments -level of passenger satisfaction


1 Availability of quality food in long distance trains

0 14 124 160 2 37.50 II

2 Affordability of food in trains 0 81 141 77 1 50.17 I

3 Mechanism to monitor the food served and hygiene of catering staff

0 13 80 200 7 33.25 III

Source: Primary survey.

Table 5.15 points out the level of passenger satisfaction with

respect to food and refreshments. Affordability of food in trains has an index

of 50.17 but the index of availability of quality food and mechanism to

monitor the food served and hygiene of catering staff is 37.50 and 33.25,

which points out the need for increased attention to these variables. The

variables point out that the passengers are moderately satisfied. Passengers

point out that though the food served in trains is affordable to a certain

extent, the quality and quantity of available food needs to be improved.

A proper and well designed mechanism to monitor the food served

and hygiene and attitude of the catering staff should be ensured to have a

greater passenger satisfaction. Railways have introduced a Centralised

Catering Services Monitoring Cell with a toll free number 1800111321 with

effect from 18th Jan 2013 for redressel of complaints. 9ISO certification is

insisted in base kitchens in the budget 2013-14.

5.15 PROVISION TO LADIES/DISABLED /ELDERLY

Ladies, elderly and disabled are vulnerable sections and special

provisions are to be made to provide facilities for their easy mobility and

safe travel.

207

Table 5. 16

Provision to ladies/disabled /elderly -level of passenger satisfaction


1 Special compartment for ladies 5 88 160 41 6 53.75 I

2 Seat reservation for ladies in unreserved compartments

1 29 109 141 20 37.50 III

3 Assistance and information for disabled or elderly people

0 28 114 144 14 38.00 II


Passengers are moderately satisfied with respect to facilities for ladies

and elderly in the compartments. The provision of ladies compartments in

trains has an index of 53.75. Ladies compartments are often places for

wanderers, beggars and so on. Though passengers are satisfied with the

special compartment for ladies, they point out that the compartment may be

put in the middle of the train for their security. It is also pointed that it is

better to provide seat reservation in general compartments rather than the

insecure ladies compartments. Assistance and facilities for disabled and

elderly should be enhanced and special compartments may be arranged with

assistance to facilitate easier transit.10 Railway Budget 2013-14 proposes

fixing of Braille stickers on coaches indicating coach layout and also making

coaches, wheel chair friendly.

5.16 SECURITY ON BOARD

Failure of proper security measures in railways is widely discussed

today. Strong policies are to taken by railway authorities to prevent crimes

and also punish the criminals in a befitting manner

208

Table 5.17

Security on board -level of passenger satisfaction


1 Personal security on trains 0 13 152 130 5 39.42 I


Passengers point out the satisfaction level for the variable, personal

security on trains is moderate with an index of 39.42. With the increase in

crimes against passengers especially women, passengers have felt the need

for increased security within the trains. The service of railway police should

be strengthened and they should be more customer friendly to prevent any

untoward incidents. 11To increase the safety of female passengers Railways

have created 4 companies of Women Rapid Action Force personnel and is in

the process of setting 8 other units.

Table 5.18

Variables depicting low level of passenger satisfaction with index 0-33.33


1 Mechanism to monitor the food served and hygiene of catering staff(on Board)

0 13 80 200 7 33.25

2 Availability of clean toilets (in railway stations) 0 20 64 210 6 33.17

3 Sufficiency of clean toilets (on Board) 1 6 42 248 3 29.50

4 Availability of internet connectivity(on Board) 1 20 52 166 61 27.83


Passengers have a very low level of satisfaction regarding the

availability of internet facilities on board. They are also not satisfied with

209

the sanitation facilities both in railway platforms and on trains. Passengers

stress the need for sufficient mechanism to monitor the food served and

hygiene of catering staff to avoid any undesirable consequences.

Table 5.19

Variables depicting moderately low level of passenger satisfaction with

index 33.33-50


1 Availability of licensed porters(in railway stations) 1 121 90 52 36 49.92

2 Frequency of the trains 1 87 128 77 7 49.83 3 Punctuality and reliability of

the trains 0 76 132 92 0 48.67

4 Availability of waiting rooms and retiring rooms for passengers(in railway stations)

5 69 135 82 9 48.25

5 Convenience of i ticketing system 14 107 89 17 73 47.67

6 Ticket conversion facility with respect to class/date 1 88 113 75 23 47.42

7 Display of reservation chart (on Board) 5 56 140 99 0 47.25

8 Comfort in seating (on Board) 1 42 178 79 0 47.08

9 Connection to other modes of public transport 3 74 111 109 3 47.08

10 Availability of proper lighting and fans((in railway stations)

0 49 164 87 0 46.83

11 Adequacy of lighting and fans(on Board) 0 48 165 87 0 46.75

12 Availability of connecting trains 2 60 145 83 10 46.75

13 Sufficient seating capacity for passengers 1 48 158 93 0 46.42

210


14 Efficiency of chain pulling system(on Board) 8 67 123 78 24 46.42

15 Availability of quality food and refreshments in railway stations)

0 46 159 95 0 45.92

16 Adequacy of trains during holidays and festivals 3 42 158 95 2 45.75

17 Provision of drinking water in railway stations) 1 60 117 115 7 44.42

18 Sufficiency and affordability of protected parking facilities 1 41 153 97 8 44.17

19 Service of security personnel in railway stations) 2 24 177 95 2 44.08

20 Availability of prepaid taxi and auto service 2 48 127 117 6 43.58

21 Availability of Cloak Room facility 5 41 145 89 20 43.50

22 Mechanism to monitor the services in the station 0 41 152 94 13 43.42

23 Signs and information on compartments 3 43 125 125 4 43.00

24 Personal security in the station 1 33 153 105 8 42.83

25 Provision of ramps and wheel chairs for disabled passengers (in railway stations)

6 44 110 129 11 42.08

26 Assistance and information for disabled or elderly people(in railway stations)

5 39 106 144 6 41.08

27 Provision of information on board 3 21 132 143 1 40.17

28 Provision for mobile phone charging (on Board) 4 34 124 116 22 40.17

29 Mechanism to redress grievances(in railway stations)

1 25 149 103 22 40.00

30 Ladies quota in ticket booking 5 51 104 98 42 39.92

211


31 Availability of First aid and medicines(in railway stations) 2 30 127 126 15 39.83

32 Personal security on trains 0 13 152 130 5 39.42 33 Assistance and information

for disabled or elderly people (on Board)

0 28 114 144 14 38.00

34 Availability of staff on trains 0 25 106 167 2 37.83 35 Availability of quality food in

long distance trains 0 14 124 160 2 37.50

36 Seat reservation for ladies in unreserved compartments 1 29 109 141 20 37.50

37 Provision of break van facility 2 43 121 70 64 37.42 38 Display of porter charges in

stations 1 39 101 119 40 36.83

39 Cleanliness and maintenance of station facilities 0 18 106 175 1 36.75

40 Mechanical ticketing devices like automatic ticket vending machines

1 36 89 146 28 36.33

41 Provision of drinking water 2 19 76 196 7 34.42 42 Emergency services on trains 0 15 98 165 22 33.83 43 Maintenance and cleanliness

of compartments 1 10 83 204 2 33.67

44 Provision of first aid and medical facilities(on Board) 1 11 92 181 15 33.50


Variables depicting moderately low level of passenger satisfaction

are shown in the table. The provision first aid and medical facilities are at

the bottom of the table with index of 33.50, emphasizes the increased need

for better provision of first aid and medical facilities in the trains. The other

5 variables in the bottom category are maintenance and cleanliness of

compartments, emergency services on trains, provision of drinking water,

availability of mechanical ticketing devices like automatic ticket vending

machines and cleanliness and maintenance of station facilities. The top five

212

variables in this category are 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) and convenience of i ticketing system

Table 5.20

Variables depicting moderately high level of passenger satisfaction with index 50-66.66


1 Convenience of e ticketing system 50 136 83 22 9 66.33

2 Advance booking facilities 22 149 117 8 4 64.75 3 Information provided by

ticketing staff 18 147 109 22 4 62.75

4 Provision of Tatkal reservation 17 138 111 27 7 60.92 5 Attitude of ticketing staff 2 147 128 18 5 60.25 6 Ticket booking facilities with

credit /debit cards 21 129 125 3 22 60.33

7 ATM provision in the station 22 126 112 28 12 59.83 8 Frequency of announcements 9 140 105 45 1 59.25 9 Refunding system in e

ticketing 15 119 134 18 14 58.58

10 Convenience to board and alight trains 1 120 139 37 3 56.58

11 Availability of essential stationary 33 101 94 69 3 57.67

12 Concession for senior citizens 17 123 106 40 14 57.42 13 Sign Boards Display in

platforms 7 102 139 52 0 55.33

14 Timing of trains 2 122 117 55 4 55.25 15 Clarity of announcements 10 102 128 59 1 55.08 16 Provision of seating

arrangement in the platform 2 100 154 44 0 55.00

17 Refunding system in ticketing 3 113 132 44 8 54.92 18 Provision of public

telephone(in railway stations) 11 90 142 56 1 54.50

213


19 Provision of information about train schedules/platforms 6 89 156 49 0

54.33

20 Convenience for short distance travels 6 106 122 64 2 54.17

21 Special compartment for ladies 5 88 160 41 6 53.75 22 Rail tariffs in relation to

classes 3 83 174 34 6 53.58

23 Display of reservation chart in the stations 4 101 130 58 7 53.08

24 Comfort in relation to various classes 0 92 150 57 1 52.75

25 Clarity of electronic information display 2 86 147 63 2 51.92

26 Concession for frequent travelers 6 110 110 41 33

51.25

27 Number of Ticket Counters 4 79 147 63 7 50.83 28 Ease of buying tickets 6 61 173 56 4 50.75 29 Comfortable and convenient

berth facilities 1 68 165 65 1 50.25

30 Affordability of food in trains 0 81 141 77 1 50.17


Variables depicting moderately high level of passenger satisfaction

are shown in table 5.20. Passenger survey points out that none of the

variables showed passengers are highly satisfied with respect to facilities

offered by Indian Railways. Thirty variables point out the satisfaction level

is moderately high and by taking into account the passengers requirement

and suggestions the rating of satisfaction can be made to a higher level. The

six variables on the top of the list includes passenger satisfaction towards e

ticketing system, advance booking facilities, information provided by

ticketing staff, tatkal reservation, attitude of ticketing staff and ticket

booking facilities with credit and debit cards.

214

The study identifies the factors that determine passenger satisfaction

with the quality and quantity of services provided by the Indian Railways in

general and in the railways stations and on board. Passenger satisfaction

survey conducted under 17 heads points out that of the 78 variables, 74

variables denote passengers satisfaction level with regard to railways is

moderate. Four variables- 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 and availability of internet

connectivity on board points out the low passenger satisfaction levels.

The satisfaction of the passengers should be the prime objective of

any mode of transportation. Railways being a public sector enterprise should

provide better amenities for the commuters and minimum cost. The survey

provides indications to the railway administration for identifying the

services which needs improvement.

References

1 Railway Budget Speech- 2013-14, para 27, ww.indianrailways.gov.in

2 Ibid para 21

3 Ibid para 26

4 Ibid para 24

5 ww.sr.indianrailways.gov.in/uploads/files/1364818360850- Thiruvananthapuram%20Division.pdf

6 www.sr.indianrailways.gov.in

7 Railway Budget Speech- 2013-14, para 21, www.indianrailways.gov.in

8 Ibid

9 Ibid para 29

10 Ibid para 24

11 Ibid para 19

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