A Study on Customer Satisfaction on services provided by

Railways

ANNEXURE

I. QUESTIONNAIRE:

I am Aayushi Patel, a student of “D.R Patel and R.B. Patel Commerce college and
Bhaniben Chhimkabhai Patel BBA college” conducting a survey for my project
preparation as a requirement of partial fulfillment of my winter training on, “A study on
consumer satisfaction on services provided by Railways.” I require your co-operation
infilling this questionnaire, I assure you that your data will be kept confidential and will
be used for academic purpose only.

Thank you.

Note: Use tick marks ( ) wherever information are not given.

1) How often do you travel by train?

Daily
Weekly
Monthly
Half yearly
Yearly

2) What is your purpose of travelling?

Official / Business Purpose Vacation
Educational Purpose Tour
Personal Others

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College XV
 A Study on Customer Satisfaction on services provided by
Railways

3) Rank your level of satisfaction on services provided by Railways:

(1 is highly agree and 5 is highly disagree)
Factors 1 2 3 4 5
Tangibles:
Availability of power

Sitting arrangements

Ventilation facilities

Sanitation facilities

Catering facilities

Information of the platform

Infrastructure in the train

Appearance of railway personnel

Responsiveness:
Willingness of the railway staff to help

Behavior of the railways staff

Services by railway doctors

Responsiveness of railway police

Approachability of the top management

Medical facilities

Assurance:
Trustworthiness of railways

Safety of passengers in transaction

Courtesy of the staff

Performance of services as promised/told

Digital display

Empathy:
Individual attention to the passengers

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College XVI
 A Study on Customer Satisfaction on services provided by
Railways

Railway journey is easy to plan

Mental and physical support from the staff

Understand the needs of the passengers

4) Listed below are five features pertaining to the services provide by

railways. I would like to know how much each of these features is
important to you. Please allocate 100 points among the five features
according to how important it is to you.
Make sure the points add up to 100.
Features Points
The appearance of the railways facilities, personnel and
communication materials
The railways ability to perform the services accurately and as
promised
The railways’ staff are willing to help passengers and provide
services on time to time basis
The courtesy of the railways’ employees and their ability to
convey trust and confidence
There is an individual attention given by the railways staff to
their passengers
Total 100

Personal Details

Name:

Address:

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College
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 A Study on Customer Satisfaction on services provided by
Railways

Gender:
Male Female

Age (In years):

Less than 20 20 – 30
30 – 40 40 – 50
More than 50

Marital Status:
Married Widow
Unmarried Divorcee

Educational Qualification:
No formal education Schooling
Graduate Post Graduation
Technical / Professional Others

Occupational Structure:
Farmer Business
Employee Student
Housewife Professor
Free lancers others

Annual family Income (in Rs.):

Less than 25,000 25,000 – 50,000
50,000 – 1 lac More than 1 lac

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College
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 A Study on Customer Satisfaction on services provided by
Railways

BIBLIOGRAPHY AND REFERENCES

I Bibliography:
 Patel Baxis, Desai Rajesh R., “Research Methodology-I”, Sangharsh
Publications, New Delhi, 2017.
 Patel Baxis, Desai Rajesh R., “Research Methodology-II”, Sangharsh
Publications, New Delhi, 2017.
 Kotler Philip T., Armstrong Gary, “Principles of Marketing Management”,
Pearsons Education, New Delhi, 16th edition, 2016.

II References:
1. D Anubpriya, Dr. S. Subadra (Nov 2016), “Satisfaction of Passengers towards
Service Quality of Southern Railway: A Study.”, “International Journal of
Commerce and Management Research.”, Volume 2, Issue 11, Pp 80 – 85

2. Dr. G. Sathiyamoorthy, B. Karthikeyan (July 2016), “A Study on Passenger

Satisfaction towards Indian Railway Services.”, “PARPIEX – Indian Journal of
Research”, Volume 5, Issue 7, Pp 96 – 98

3. Dr. J. Anuradha (Aug 2014), “A Study on Passenger’s Satisfaction towards

Railway Services in Erode Junction.”, “International Journal of Management”,
Volume 5, Issue 8, Pp 10 – 15

4. G. Rajeshwari, Dr. D Elangovan (April 2014), “Passengers’ Satisfaction on

Services Offered by the Rail System.”, “International Journal of Commerce,
Business and Management (IJCBM)”, Volume 3, Issue 2, Pp 248 – 255

5. S. Gandhimathi, Dr. S. Saravanan (Nov 2013), “A Study on Passenger’s

Satisfaction towards Railway Services in Coimbatore Junction.”, “International
Journal of Applied Research and Studies”, Volume 2, Issue 11, Pp 1 – 6

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College XIX
 A Study on Customer Satisfaction on services provided by
Railways

6. S. Vishnuvarthan, Dr. A. Selvaraj (Dec 2012), “Railway Passengers’ Satisfaction:

A Study in Salem Division of Southern Railway.”, “International Journal of
Advanced Research in Management and Social Science”, Volume 1, Issue 6, Pp
92 – 101

7. Sheeba A. A, Dr. K. Kumuthadevi (Feb 2013), “Service Quality of South Indian

Railways – Determinants of Passenger Satisfaction in Trains.”, “International
Journal of Business and Management Invention”, Volume 2, Issue 2, Pp 49 – 54.

8. V. Rajeswari, K. Santa Kumari (May – June 2014), “Satisfaction and Service

Quality in Indian Railways – A Study on Passenger Perspective.”, “IOSR Journal
of Economics and Finance (IOSR-JEF), Volume 4, Issue 1, Pp 58 – 66

III Websites:
1) http://drngpasclibrary.pbworks.com/f/Study%20on%20Passenger%E2%80%99s%
20Satisfaction%20towards%20Railway%20Services.pdf
2) http://irctc.com/aboutUs_En.jsp
3) http://irctc.com/awards_En.jsp
4) http://irctc.com/Company_Profile.html
5) http://www.academia.edu/5450850/RAILWAY_PASSENGERS_SATISFACTIO
N_A_STUDY_IN_SALEM_DIVISION_OF_SOUTHERN_RAILWAY_INTRO
DUCTION
6) http://www.gidb.org/railways-demand-supply-scenario
7) http://www.ijmerr.com/SpecialIssue/17_(p.114-120).pdf
8) http://www.indianmirror.com/indian-industries/railway.html
9) http://www.iosrjournals.org/iosr-jef/papers/vol4-issue1/G0415866.pdf
10) http://www.iracst.org/ijcbm/papers/vol3no22014/1vol3no2.pdf
11) http://www.yourarticlelibrary.com/marketing/research-design-introduction-
contents-and-types/48714
12) http://www.yourarticlelibrary.com/railways/indian-railway-significance-and-
problems-of-indian-railways/14136
13) https://bbamantra.com/research-methodology/

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14) https://en.wikipedia.org/wiki/History_of_rail_transport_in_India
15) https://planningtank.com/computer-applications/methods-of-data-collection
16) https://pubfront.com/blog/3-features-enhanced-customer-satisfaction
17) https://stock.adobe.com/ee/images/theory-word-cloud/87276991
18) https://survicate.com/customer-satisfaction/process/
19) https://www.google.com/imgres?imgurl=https://upload.wikimedia.org/wikipedia/e
n/thumb/4/45/IRCTC_Logo.svg/1200px-
IRCTC_Logo.svg.png&imgrefurl=https://en.wikipedia.org/wiki/Indian_Railway_
Catering_and_Tourism_Corporation&h=1488&w=1200&tbnid=9M6EM9aaN0eQ
IM:&q=irctc&tbnh=160&tbnw=129&usg=AI4_-kRdcfikB5p3-H-
olart1pofleJ7Hg&vet=12ahUKEwjS64nDh5DgAhUFXisKHUMfCjAQ_B0wJXo
ECAMQEQ..i&docid=a7iCvud0S7tEyM&itg=1&sa=X&ved=2ahUKEwjS64nDh
5DgAhUFXisKHUMfCjAQ_B0wJXoECAMQEQ
20) https://www.google.com/search?ei=QEwvXMrAE9PbhwOr9q6YDg&q=definitio
n+of+marketing+by+philip+kotler&oq=definition+of+marketing+by+philip+kotl
er&gs_l=psy-
ab.3..0i7i30l10.438.43840..44799...0.0..3.1998.13457.0j2j1j0j4j5j3j2j2......0....1..g
ws-wiz.Mu4fm1xDbV0
21) https://www.google.com/search?safe=active&ei=bBwuXJPcI8ao9QOH-
qyIDQ&q=definition+of+customer+satisfaction+by+philip+kotler&oq=definition
+of+customer+satisfaction&gs_l=psy-
ab.1.0.0i71l8.0.0..9068...0.0..0.0.0.......0......gws-wiz.BRERA9DmixA
22) https://www.ibef.org/industry/railways-presentation
23) https://www.ijbmi.org/papers/Vol(2)2/Version-1/G224954.pdf
24) https://www.investindia.gov.in/sector/railways
25) https://www.isme.in/kano-model-of-customer-satisfaction-and-its-importance/
26) https://www.journalijdr.com/sites/default/files/issue-pdf/10727.pdf
27) https://www.marketing91.com/marketing-mix-irctc/
28) https://www.questionpro.com/blog/what-is-research/
29) https://www.railway-technology.com/features/featurethe-worlds-longest-railway-
networks-4180878/
30) https://www.slideshare.net/kashyapshah11/irctc-services-mix
31) https://www.travelkhana.com/rail-infoirctc/

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College XXI
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32) https://www.ukessays.com/dissertation/examples/marketing/origins-of-servqual-
model.php
33) https://www.worldwidejournals.com/paripex/recent_issues_pdf/2016/July/July_20
16_1467729271__37.pdf

D.R. Patel & R.B. Patel Commerce College & Bhaniben Chhimkabhai Patel BBA College
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