MARKETING RESEARSCH PROJECT

REPORT
ON

“IS RAILWAY COMPETENT TO SATISFY PUBLIC

EXPETATION”

Submitted in Partial Fulfillment of the Requirement for Post

Graduate Diploma in Business Management.

UNDER THE GUIDANCE OF

Mr. SANTOSH KUMAR
ENR.NO. – 14048
PGDBM(MM),
14th BATCH

SUBMITTED TO SUBMITTED BY
Dr. D.K Garg Dilip kumar
Chairman ENR.No.:- 15043
IIMT, Greater Noida PGDBM
 MARKETING RESEARCH PROJECT

PREFACE

It is going without saying that practice makes a man perfect, the

present study has two prolong objectives. One to observe and I
here by seeing and doing as well as implementation of different
marketing principles and policies in the actual job situation which
investing at or could learn by under Going practical training during
the course of “ Post graduate diploma in business management”.
The other objectives connects with the regularity provision of
course of Post graduate diploma in business management at Ishan
institute of management & technology, Greater noida , which
requires to prepare a marketing research project report on the
topic which is provided by the management of our institute.

I have been given the topic “Is Railway competent to satisfy

publicexpectation”. I have tried to put our best efforts by using it
to complete this task on the basis of skill achieved during studies
at various places.

Market Research is indeed an ancient art. Its emergence is of

relatively recent origin for success of any business and within this
relatively short period, it has joined a great deal of importance and
stature.
I have put our maximum effort to gain the accurate data. If any
error or mistake is found in collecting data kindly ignore.

DILIP KUMAR
ENR.No:- 15043

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ACKNOWLEDGEMENT
I take the opportunity to express our gratitude to all of them, who
in some or the other way helped us to accomplish this project. The
research study can’t be completed without their guidance,
assistance inspiration and co-operation.

I particularly express my deep sense of gratitude to Dr.D.K Garg

(Chairman) who has given me such a golden opportunity to
complete this project.

I also take this opportunity to express our sincere gratitude to my

guide Mr.Santosh kumar for his guidance in getting my project
completed.

I also take this opportunity to express our sincere gratitude to my

all respondents who has given their precious time during the
survey even they don’t know me.

It would be unfair if I fell to recognize the co-operation and

encouragement of my parents and my elder brother who always
encouraged me to complete this project sincerely.

Place:-Greater Noida Dilip kumar

Date:- ENR. No-15043

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DECLARATION

Market research project Titled “Is Railway competent to satisfy

public expectation” has been completed by, Mr. Abhishek
Kumar,ENR NO.-15043 under the guidance of Mr. Santosh
kumar, ENR NO:-14048, PGDBM(MM).

It is the original project and the respondents are original and I

have followed all the guidance of the institution.

It is further subjected that the questionnaire has been filled by the

respondent in my presence only.

The compilation of all information and data are accurate. If it is

found that anything is wrong or any respondent is false then
institution can take legal action against me and the guide.

Dilip kumar
ENR. NO.:-15043

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TABLE OF CONTENTS

RESEARCH OBJECTIVE…………………………………………

RESEARCH METHODOLOGY ...………………………………..

SYNOPSIS ……….…………………………………………………

RESPONDENT INFORMATION ……..…………………………

RESPONDENT SHEET ………………………….………………

RESPONDENT SUMMARY ……………………………………

GRAPHICAL INTERPRETATION…………………………….

LIMITATION ………….………………………………………

PERSONAL EXPERIENCE………………………………………

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RESEARCH OBJECTIVE

Objective

 To study about the passenger’s satisfaction towards the

Indian railway services.
 To study about the passenger’s choices and which type
of services exactly they want from the Indian railway.
 To study about the passengers’s view regarding the
awareness of Indian railway services.

 To study about the improvement which can be possible

in the Indian railway services?

 To study about the passengers’s perception regarding

the future of Indian railway.

 Passenger’s views regarding the role of Indian railway in

the development of our country.

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RESEARCH METHDOLOGY

MARKETING RESEARCH
Marketing Research is the function which links the consumer, customer and
public to the marketer through information. Information used to identity and
define marketing opportunities and problems generate, refine evaluate
marketing actions, monitor marketing performances, and improve
understanding of marketing as a process.

RESEARCH DESIGN
Despite the difficulty of establishing and entirely satisfactory
classification system, it is helpful to classify marketing research project’s on
the basis of the fundamental objectives of the research, consideration of the
different types, their applicability, their strength and weakness will help the
researcher to select the best suited specific problem.

The two general types of research are:-

1. Exploratory Research Design
2. Conclusive Research Design

Exploratory Research:-
In well established fields of study, hypothesis usually is drawn from
ideas developed or glimpsed in previous research studies or is derived from
theory.
Research could be then used to determine if the hypothesis was
correct. Too little is known, however, about consumer reaction to marketing
stimulate to permit the formulation of sound hypothesis in many specific
situations. As a result, much marketing research is of exploratory in nature;
emphasis is places on finding hypothesis relative to new product’s or
marketing practices that can be changed profitably.

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Conclusive Research:-

Conclusive Research provides information that helps the executives

make a rational decision. In some instances particularly if an experiment is
run, the research in many come close to specifying the precise alternative to
choose; in other case, especially with descriptive studies, the research will
only partially clarify the situation, and much will be left to executives
judgment.
Conclusive research studies can be classified as either descriptive or
experimental.

FACTORS EFFECTING RESEARCH DESIGN

EXPLORATORY:-

A) Search of Secondary Data

B) Survey of knowledgeable person

C) Case study

CONCLUSIVE:-

A) Descriptive Research

B) Case study

C) Statistical study

D)Experimentation

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SYNOPSIS

Project Title: - “Comparative study of passenger

satisfaction towards the Indian railway”.

Objective: - To study about the passenger’s satisfaction

towards the services which is provided by
Indian railway.

Researcher: - Dilip Kumar (BM-15053)

Research Guide: - Mr.Santosh kumar (PGDBM-MM-14048)

Project Duration : - 15 Days

Area of Research: - metro station(Sector 37), & New Delhi

railway station.

Sample Size: - 50

Methodology: - Random Sampling.

Sampling Tool: - Questionnaire.

Submitted To: - Dr. D.K. Garg

(Chairman, IIMT, Greater Noida)

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I (Dilip kumar) am students of PGDBM(15th Batch) of Ishan institute of management &

technology, Greater Noida. As per the course curriculum I am conducting a Marketing Research on the
topic “Is railway competent to satisfy public expectation”.Kindly extend your co-operation in filling up
this questionnaire and enable me to conduct the research successfully.
RESPONDENT’S INFOR
DATE:…………………………….
NAME:…………………………………………………………………………….....
SEX:-……………………………AGE:-……………………………………………...
ADDRESS:-…………………………………………………………………...............
…………………………………………………………………………………………
OCCUPATION:-……………………………………………………………………...
CONTACTNO:-……………………………………………………………...............

SIGNATURE
\ …………………………
QUESTIONNAIRE
1. Are you satisfied with the facilities that are provided by the Indian railway
services?
a) Yes b) No c) Can’t say

2. The fare charged by Indian railway for journey are

a) Enough b) High c) Can’t say

3. Do you believe Indian railway is providing world class best service to the
passengers?
a) Yes b) No c) Can’t say

4. During the railway journey do you think that, you are safe?
a) Yes b) No c) Can’t say

5. Are you satisfied with reduction of days on” Tatkal “scheme of

reservation?
a) Yes b) No c) Can’t say

6. Who is the best railway minister in India in past years?

a) Lalu prasad yadav b) Nitish kumar

c) Rambilas paswan d) Mamta banerjee

7. The food quality by the authorized dealers at platform is

a) Good b) Very good c) Bad d) Average

8. The ticket cancelation charges taken by Indian railway is

a) High b) Low c) Satisfactory d) No comments

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9. Do you think that railway will give more satisfaction, if it will be privatized?

a) Yes b) No c) Can’t say

10. Do you think that the online reservation service is easiest way for booking a
bearth?

a) Yes b) No c) Can’t say

11. Are you satisfied with the help centre of the Indian railway?
a) Yes b) No c) Can’t say

12. Are you satisfied with the behavior of train ticket examiner (TTE) inside the train
during the journey?

a) Yes b) No c) Can’t say

13. Do you think that the railway protection force (RPF) is able to solve the safety
problem of passengers?

a) Yes b) No c) Can’t say

14. Do you think that government should take more initiatives to upgrade the
coaches/compartments?

a) Yes b) No c) At few routes only d) Can’t say

15. Do you think that the number of general coaches should be increased?

a) Yes b) No c) Can’t say

16. Are you happy with the cleaning situation of the stations?

a) Yes b) No C) Can’t say d) No comments

“Thanks a lot, for your precious time”

Signature

-------------------

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ISHAN INSTITUTE OF MANAGEMENT AND

TECHNOLOGY

(GREATER NOIDA)
(Recognized by AICTE, ministry of HRD, Govt. of India)

CERTIFICATE

This is certified that the dissertation entitled, A project report on

“Comparative study of passenger satisfaction towards Indian railways
services”, Prepared and submitted by Abhishek kumar, have been duly
completed in satisfactory manner in partial fulfillment for the award of the
degree of POST GRADUATE DIPLOMA IN BUSINESS
MANAGEMENT FROM ISHAN INSTITUTE OF MANAGEMENT &
TECHNOLOGY (AICTE, APPROVED), GREATER NOIDA.

It is also certified that dissertation is the result of researcher’s own

work and is completed under the guidance of my respectable senior Mr.
Shambhunath and supervision of Management of Ishan Institute of
management & Technology.

Date: Dr. D. K. Garg

Place:- Greater Noida (Chairman, IIMT)

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LIMITATION

1. As the project involved the marketing research using

questionnaires,

views expressed by the passengers of Indian railway are confined to

elements of questionnaire. But I tried to get more information

through general questions so that I could reach at the clear picture

of the situation.

2. Between the respondent and interviewer, due to differing perceptions,

communication errors in the form of miscomprehension, selective

perception creeps in. In this case, errors were unavoidable and thus

might have added to slight inaccuracy in my results.

3. When the respondent were interviewed regarding their feedback, it is

quite possible that the personal biases of people might have crept in.

4. All people are not alike. Thus the results may not hold true for every

individual.

5. In some instances respondents may not have revealed the truth.

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PERSONAL EXPERIENCE

As I have got the opportunity to meet from different people

and to take their views on my MR Project titled “IS RAILWAY
OMPETENT TO SATISFY PUBLIC EXPECTATION” was
overall a good experience. Fortunately I met the passengers of
Indian railways who comes from the different part of our country
at Sector 37, Metro stations, & New Delhi railway station which
is situated in the heart of the capital of India. There were some
passengers who were thinking that what I am doing? And what is
the importance of this type of particular project? So I had decided
to explain every thing in effective manner then they are finally
ready to fill the questionnaire. Some of the people were interested
but due to lack of timing they were unable to fill the questionnaire.
There were some passengers who didn’t understand English but
they were interested in filling the questionnaire, so I had to
explain him about every question in Hindi and they answered to
them. I also met from some passengers who very interestingly
filled my questionnaire and appreciated my work. There were
some people who directly told me that ,I am not interested in these
type of things, some of the people were asking from me that how
much money you will get if I will fill your questionnaire, some of
the people were telling that what will be my benefit if I will fill
your questionnaire . These type of question was really a big threats
while research but finally I have done it. So finally I have learnt a
lot from this MR project and really it was a very good experience
for me.

Signature
Dilip Kumar
ENR.No.- 15043

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TITLE: - Comparative study of passenger’s satisfaction towards

Indian railway services.

Abhishek Kumar
ENR No.:-15053

Respondent summary
(2010)
QUESTIONNAIRE
1 Are you satisfied with the facilities that are provided by the Indian railway
services?
a) Yes b) No c) Can’t say

• Many of the respondents (i.e 46% of the total respondents ) have said that we are
satisfied from the facilities which is providing by the Indian railway.

• Many of the respondents (i.e 44% of the total respondents ) have said that we are not
satisfied from the facilities which is providing by the Indian railway.

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• Some of the respondents (i.e 10% of the total respondents ) have said that we can’t say
any thing regarding the services which is providing by the Indian railway because they may
some time satisfied from the facilities and some time may not be .

2 The fare charged by Indian railway for journey are

a) Enough b) High c) Can’t say

• Most of the respondents (i.e. 72% of the total respondents ) have said that fare charged
by Indian railway for the journey is enough. It means passengers don’t want increase in the fare
charges.

• Many of the respondents (i.e. 24% of the total respondents) have said that fare charged
by Indian railway for the journey is high. It means many passenger wants that there should be
decrease in the fare charges.

• Some of the respondents (i.e. 4% of the total respondents) have said that we can’t say
anything related to the fare charges that it is enough or high.

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3 Do you believe Indian railway is providing world class best service to the
passengers?
b) Yes b) No c) Can’t say

• Most of the respondents (i.e. 90% of the total respondents) have said that, No, I don’t
think that Indian railway is providing world class best service to the passengers.

• Some of the respondents (i.e. 6% of the total respondents) have said that, Yes I believe
that Indian railway is providing world class best service to the passengers. They might fell at the
time of their journey pleasure, so they were in the favour of Indian railway.

• Some of the respondents (i.e. 4% of the total respondents) have said that, I can’t say
anything that Indian railway is providing world class best service to the passengers or not.
Because they may not know the facilities/services which is giving in foreign country , so they
were not sure that indian railway is providing world class best service to the passengers or not.

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4 During the railway journey do you think that, you are safe?

a) Yes b) No c) Can’t say

• Many of the respondents (i.e. 46% of the total respondents) have said that,
No, I don’t think that we are safe during the journey. So many of the
passenger might thought that anything can happen at the time of journey.

• Many of the respondents (i.e. 34% of the total respondents) have said that,
I can’t say anything that we are safe during the journey or not. They
thought that anything can happen at the time, when we reached our
destination then only we think that we are safe or we are coming from a
happy journey.

• Some of the respondents (i.e.20 % of the total respondents) have said that,
Yes, I think that we are safe during the journey. They might have faith on
the railway protection faith or they are brave in the nature.

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5 Are you satisfied with reduction of days on ” Tatkal “ scheme of reservation?

a) Yes b) No c) Can’t say

• Many of the respondents (i.e. 56% of the total respondents) have said that,
Yes, I am satisfied with the reduction of days on “ Tatkal” scheme of
reservation. They might think that 3 days are more days for the tatkal
reservation. So with the reduction in tatkal reservation many of the
passenger don’t have any problem.

• Many of the respondents (i.e. 38% of the total respondents) have said that,
No, I am not satisfied with the reduction of days on “tatkal” scheme of
reservation. They might think that there should not change or reduce the
days.

• Some of the respondents (i.e.6% of the total respondents) have said that, I
can’t say anything related to “tatkal” scheme of reservation. They might
don’t know about the “tatkal” scheme of reservation.

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6 Who is the best railway minister in India in past years?

a) Lalu prasad yadav b) Nitish kumar

c) Rambilas paswan d) Mamta banerjee

• Most of the respondents (i.e. 72% of the total respondents) have said that,
Lalu Prasad yadav is the best railway ministers in India in past years.
They might inspired by the development in the railway and increase the
profit which is done by Lalu Prasad yadav. It may be possible that some
of the respondent are the supporter of Lalu Prasad yadav, that’s why they
prefer him as a best railway minister in the past years.
• Some of the respondents (i.e. 18% of the total respondents) have said that,
Nitish kumar is the best railway ministers in India in past years. It may
be possible that some of the respondent are the supporter of Nitish kumar,
that’s why they prefer him as a best railway minister in the past years.

• Some of the respondents (i.e.only 4% of the total respondents) have said

that, Rambilash Paswan is the best railway ministers in India in past years.
It may be possible that some of the respondent are the supporter of
Rambilash Paswan, that’s why they prefer him as a best railway minister
in the past years.

• Some of the respondents (i.e.only 6% of the total respondents) have said that,Mamta
Banarjee is the best railway ministers in India in past years.

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7 The food quality by the authorized dealers at platform is

a) Good b) Very good c) Bad d) Average

• No any respondents have told that food quality by the authorised dealers at platform is
very good.

• Only 10% of the total respondent told that food quality by the authorised dealers at
platform is good.

• Many of the respondents (i.e. 44% of the total respondents) have said that,food quality by
the authorised dealers are bad.

• Many of the respondents (i.e. 46% of the total respondents) have said that,food quality by
the authorised dealers are not bad but it is average.

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8. The ticket cancelation charges taken by Indian railway is

a) High b) Low

c) Satisfactory d) No comments

• Many of the respondents (i.e. 34% of the total respondents) have said that, The ticket
cancelation charges taken by Indian railway is high. They want some decrease in charges at the
time of cancellations.

• Only 2% of the respondents (i.e. 1 out of the total respondents) have said that, The ticket
cancelation charges taken by Indian railway is high. They want some decrease in charges at the
time of cancellations.

• Many of the respondents (i.e. 52% of the total respondents) have said that, The ticket
cancelation charges taken by Indian railway is satisfactory.

• Some of the respondents (i.e. 12% of the total respondents) have said that,
I don’t want to comment anything regarding the cancellation charges.

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9. Do you think that railway will give more satisfaction, if it will be privatized?

a) Yes b) No c) Can’t say

• Many of the respondents (i.e. 44% of the total respondents) have said that, I think that
railway will give more satisfaction, if it will be privatized.

• Many of the respondents (i.e. 28% of the total respondents) have said that, railway will
not give more satisfaction , if it will be privatized.

• Many of the respondents(i.e. 28% of the total respondents) have said that, I cant say
anything that either railway will give more satisfaction or not , think that railway will give more
satisfaction, if it will be privatized. They might not have any idea regarding the privatization of
railway.

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10 Do you think that the online reservation service is easiest way for booking a
berth?

a) Yes b) No c) Can’t say

• Most of the respondents( i.e. 88% of the total respondents) have said that, the online
reservation system is easiest way for booking a berth.

• Some of the respondents (i.e. 10% of the total respondents) have said that the online
reservation system is not an easiest way for booking a berth. They might not have the knowledge
regarding the online reservation system that’s why they responded as negative.

• Very few of the respondents(i.e. 2% of the total respondents) have said that they cannot
say anything regarding the online reservation system. The reason might be that they are not
aware about the online reservation system or they do not want to make any comment regarding
this.

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11 Are you satisfied with the help centre of the Indian railway?

a) Yes b) No c) Can’t say

• Some of the respondents (i.e.26% of the total respondent) replied that they are satisfied
with the help centre of the Indian railway.

• Most of the respondents (i.e. 68% of the total respondents) replied that they are not
satisfied with the help centre of the Indian railways. The reason might be that they are not
getting the services whatever they expect from the Indian railways.

• Very few of the respondents (i.e. 6% of the total respondents) replied as neutral. Means
they do not want to make any comment on the help centre of the Indian railways. They might be
those passengers who rarely have a journey of railways or they do not have faced any condition
for taking the help from the help centre.

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12 Are you satisfied with the behavior of train ticket examiner (TTE) inside the train
during the journey?

a) Yes b) No c) Can’t say

• Most of the respondents (i.e. 50% of the total respondents) replied that they are satisfied
with the behavior of train ticket examiner (TTE) inside the train during the journey.

• Many of the respondents (i.e. 40% of the total respondents) replied that they are not
satisfied with the behavior of train ticket examiner (TTE) inside the train during the journey.
They might have some problem from the train ticket examiner (TTE) inside the train during the
journey.

• Some of the respondents (i.e. 10% of the total respondents) replied that they are can’t
say anything regarding the behavior of train ticket examiner (TTE) inside the train during the
journey. They might not interacts more with the(TTE) or they rarely travel by the train.

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13 Do you think that the railway protection force (RPF) is able to solve the safety
problem of passengers?

a) Yes b) No c) Can’t say

• Some of the respondents (i.e. 16% of the total respondents) replied that they think that
the railway protection force (RPF) is able to solve the safety problem of passengers.
• Most of the respondents (i.e. 64% of the total respondents) replied that they think that the
railway protection force (RPF) is not able to solve the safety problem of passengers. The
perception of passenger regarding the (RPF) is not good because of some criminal activities is
still going on inside the train even the railway protection force is present inside the train during
the journey.
• Some of the respondents (i.e. 20% of the total respondents) replied that they can’t say
anything regarding the railway protection force that either they are able to solve the safety
problem of the passenger or not.

14. Do you think that government should take more initiatives to upgrade the
coaches/compartments?

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a) Yes b) No

c) At few routes only d) Can’t say

15. Do you think that the number of general coaches should be increased?

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a) Yes b) No c) Can’t say

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16. Are you happy with the cleaning situation of the stations?

a) Yes b) No

c) Can’t say d) No comments

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