Marathwada Shikshan Prasarak Mandal’s

Deogiri Institute of Engineering and Management Studies,

Aurangabad.
A

Mini Project Report

On

“A Study on Utilisation of Services Provided by Indian Railways to Passengers

at Aurangabad Railway Station”

Submitted by

Miss.Vaishnavi Vasant Munde.

Roll No. 101

MBA 1 semester

Batch 2018-2020

In partial fulfillment of the completion of MBA course of

Dr. Babasaheb Ambedkar Marathwada University, Aurangabad.

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 Acknowledgement

I, Vaishnavi Vasant Munde thank to Prof.Chandrakant Phad. His expertise was

valuable during each step of the project from narrowing the scope of the research
to theoretical development and analysis.
I also thank to Prof. Rupesh Rebba (Head of Department) and Dr. Ulhas Shiurkar
(Director), Deogiri Institute of Engineering and Management Studies, Aurangabad
for encouraging and guiding us through Mini Project.

Ms.Vaishnavi Vasant Munde

Roll No. 101

MBA I semester

Batch 2018-2020

2
 Certificate

This is to certify that, Vaishnavi Vasant Munde is a student of Deogiri

Institute of Engineering & Management Studies, Aurangabad Batch
2018-2020, has duly completed her Mini Project (MANB452) titled as
“A Study on Utilisation of Services Provided by Indian Railway to
Passengers at Aurangabad Railway Station” and has submitted
satisfactory report to Dr. Babasaheb Ambedkar Marathwada University,
Aurangabad, in partial fulfillment of Master of Business Administration
course.
We wish them all the best for future Endeavor.

Prof. Chandrakant Phad Prof. Feeroj Pathan Prof. Rupesh Rebba

Project Guide ClassTeacher H.O.D.

3
 DECLARATION

I, Vaishnavi Vasant Munde hereby declare that I have completed the

Mini Project on “A Study on Utilisation of Services Provided by
Indian Railway to Passengers at Aurangabad Railway Station” and
submitted the report for the same.
It has not been previously submitted for the basis of the
award of any degree or other similar titles of this or any other
examining body or university.

Place: - Aurangabad Name:- Vaishnavi V. Munde

Roll No. 101
MBA I Semester
Date:- Batch 2018-2020

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 INDEX

SR.NO CONTENTS S
1 CHAPTER I:
1.1 INTRODUCTION 6
1.2 OBJECTIVES OF THE STUDY 7
1.3 SCOPE OF THE STUDY 8

1.4 LIMITATIONS OF THE STUDY 9

2 CHAPTER II:
2.1 RESEARCH METHODOLOGY 10
3 CHAPTER III:
3.1 DATA ANALYSIS & INTERPRETATION 11-23
4 CHAPTER IV:
24-25
4.1 FINDINGS & CONCLUSIONS

5 ANNEXURE 26-27

CHAPTER 1
INTRODUCTION

5
The Indian railway provides the principle mode of transportation for freight and
passengers.

Indian railways have been a vital component of the social, political and economic
life of the country. Indian railways transportation network has played a key role in
weaving India in to a nation. This network has not only integrated markets but also
people cross length and breadth of the country. It has bound the economic life of
the country and helped in accelerating the development of the industry.

Indian railway is one of the fast growing service sectors which operate trains in
and around different parts of the country. It offers various facilities to the
passengers and making sincere attempt to enrich and improve the infrastructure
arrangement in the respective railway junction. The benefits of new technology and
advancement of atomization have been taken into account for providing various
services to the Indian passengers.

The first railway proposals for India were made in Madras in 1932.The country’s
first train, Red Hill Railway.

Aurangabad railway station is a railway station located on the Secunderabad-

Manmad section which mainly services Aurangabad City.

This railway station comes under the Nanded division of the South Central
Railway zone and has train connectivity with major cities cities such as Hyderabad,
Delhi, Nizamabad, Nagpur, Nasik, Pune, Nanded and Latur Road.

Objectives of Study

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 The objectives of this project are:
 To survey of passengers behavior towards Railway Satisfaction
 To study the passenger satisfaction
 To find out the reviews about Railway Services

Scope of the study

 The study surveyed only in Aurangabad Railway Station

 To study of finding passengers satisfaction

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  To study of utilsation of services which is given by I

Limitations of study

 Time was the major constraint for our study.

 Sample size is 150 respondents only which may not represent the expectations of users.
 Generally, the respondents were busy and were not interested in responding rightly.
 Response rate is major problem while collecting data from people

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 CHAPTER 2

RESEARCH METHODOLOGY:

Sample Selection
The sample of the study is those who travel in Railway.

Primary Data:
• Primary data required information regarding the satisfaction level and expectations.

• There formal and informal information have been used.

Secondary Data:
The secondary data is required to the conceptual fieldwork of beneficiary.

Internet has been used.

Instrument:
Schedule is an instrument used to collect the data.

Sampling:

Sample size:
For selecting the numbers of samples for the study Aurangabad region have selected to collect
data from 150 respondents through a questionnaire.

Data Analysis:

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 Data collected encoded, classified and then tabulated graphs further designed for the better
understanding of the data. Single factor analyses, done with the help of percentage, meaningful
interpretations were drawn based on the analyses.

CHAPTER 3
DATA ANALYSIS AND INTERPRETATION

Q.1) Are you a frequent traveler?

Yes 92
No 58

10
 t

Yes No

39%

61%

Interpretation: In the above pie diagram there 61% people are frequent
traveler and 39% are not frequent traveller.

11
Q.2) If yes how many times in a week you travel?

1- 64
3days/we
ek
Everyday 28

1-3days/week Everyday

30%

70%

Interpretation: In the above pie diagram 30% respondents are saying that they are travelling
everyday and 70% are said that they travel 1-3days/week.

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Q.3) Which train type you generally prefer?

Express 102
Passeng 35
er
Superfas 13
t
Locals

Express Passenger Superfast Locals

9%

23%

68%

Interpretation: Most of the respondents 68% prefer Express, 23% prefer passenger and only
9% passengers prefer superfast.

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Q.4) Which coach type you generally prefer?

1A 10
2A 20
FC 3
3A 31
CC 12
SL 15
2S 6
UR/GE 53
N

1A 2A FC 3A
CC SL 2S UR/GEN

7%
13%
35%
2%

21%
4%
10% 8%

Interpretation: Majority of the passengers 35% are saying they prefer

UR/GEN coach, 21% are saying that prefer 3A, 13% passengers prefer 2A,
10% prefer SL, 8% passengers give preference to CC, 7% prefer 1A and only
4% passengers prefer 2S coach n 2% prefer FC.

14
Q.5) Who books your train tickets?

Self 118
Agent 32

Self Agent

21%

79%

Interpretation: Most of respondents 79% they book their tickets themselves

and 21% respondents book tickets through agent.

15
Q.6) If own, which method you use for reservation ticket booking?

Online 69
Offline 49

Online Offline

42%

58%

Interpretation: Majority of the respondents 58% are saying that they use
online method for reservation ticket booking and 42% use offline method.

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Q.7) If online do you use mobile app for reservation ticket booking?

Yes 45
No 24

Yes No

35%

65%

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Interpretation: Most of the respondent passengers 65% are saying they use
mobile apps and 35% passengers don’t use aaps for ticket booking.Q.8) Do
you use mobile apps for checking train status and schedule?

Yes 84
No 66

Yes No

44%
56%

Interpretation: Majority of the respondent passengers 56% are saying yes they use
mobile apps for checking train status and schedule and 44% are saying no they
don’t use any app.

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Q.9) Do trains arrive on schedule time?

Yes 78
Sometim 46
es
No 26

Yes Sometimes No

17%

52%
31%

Interpretation: Most of the passengers are saying 52% trains arrive on schedule
time, 31% are saying sometimes trains arrive on schedule time and17% saying
trains do not arrive on schedule time.

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Q.10) Do you buy train food during your train journey?

Yes 112
No 38

Yes No

25%

75%

Interpretation: Majority of respondent passengers75% buy train food during

their train journey and 25% passengers do not buy train food during their
train journey.

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Q.11) Are you satisfied with train food services in train?

Yes 26
No 86

Yes No

23%

77%

Interpretation: 23% passengers are satisfied with train food services in train and 77%
passengers are not satisfied with the train food services in train.

21
Q.12) Do you use Wi-Fi facility on railway station?

Yes 85
No 65

Yes No

43%
57%

Interpretation: Majority of respondent passengers 57% use Wi-Fi facility on railway station
and 43% are saying they don’t use Wi-Fi facility on railway station.

22
Q.13) How was your experience about train services?

Bad 71
Good 117
Excellen 13
t

Bad Good Excellent

6%

35%

58%

Interpretation: Most of the respondent passengers 58% are saying their experience was good
about train services, 35% are saying their experience was bad about train services and 7% are
saying excellent.

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 CHAPTER 4
FINDING AND CONCLUSION

FINDING

  We found in this survey railway passenger satisfaction level and expectation.

  Passengers are satisfied with railway services.
  Railway facilities are good.
 Sometimes trains do not arrive on schedule time.
 Maximum people do not use wi-fi facility which is free of cost.
 Maximum travellers are frequent traveller.
 There are some people buy train food but they are not satisfied with train food service.

CONCLUSION:

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In the survey we came to know that the Railway facilities are satisfied. There are some changes
to be made in the food quality. People enjoy their railway journey.There are minimum people are
not satisfied with food facility,which is provided by railway.. There is good cleanness at the
railway station.

ANNEXTURE

25
“A Study on Utilisation Of Services Provided by Indian Railway to
Passenger at Aurangabad Railway Station.”

Questionnaire
Please spare a few minutes of your valuable time to answer this simple questionnaire

Q 1) Are you a frequent traveler?

a) Yes b) No

Q 2) If yes how many times in a week you travel?

a) 1-3days/week b) Everyday

Q 3) Which train type you generally prefer?

a) Express b) Passenger c) Superfast d) Locals

Q 4) Which coach type you generally prefer?

a) 1A b) 2A c) FC d) CC e) SL f) 2S g) UR/GEN

Q 5) Who books your train tickets?

a) Self b) Agent

Q 6) If own, which method you use for reservation ticket booking?

a) Online b) Offline

Q 7) If online do you use mobile apps for ticket booking?

a) Yes b) No

Q 8) Do you use mobile apps for checking train status and schedule?

a) Yes b) No

Q 9) Do trains arrive on schedule time?

a) Yes b) No

Q 10) Do you buy train food during your train journey?

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 a) Yes b) No

Q 11) Are you satisfied with train food services in train?

a) Yes b) No

Q 12) Do you use Wi-Fi facility in railway station?

a) Yes b) No

Q 13) How was your experience about train services?

a) Bad b) Good c) Excellent

27