Customer Satisfaction of Konkan Railway, a case study of

Margao Railway station

We are the Students, of Goa Multi-Faculty College, Dharbandora- Goa, would like to do the
study on the topic “Customer satisfaction of Konkan Railway, a case study of Margao
Railway station”, under the guidance of Mr. Neelesh S. Morajkar, Assistant Professor of Goa
Multi-Faculty College, Dharbandora to submit at Goa University for completing our
undergraduate degree.
Declaration: All survey reports are confidential. Only the researcher sees the questionnaire
and processes the collected data.
Instruction: Kindly read all the questions carefully. Answer
required either a √ or □ (Blank) to indicate your responses.

Personal Information

Name of the Passenger : nikhil Kashinath

Gosavi___________________________________________

Age : ______23__________________________

Gender : Male / Female / Transgender

Qualification : ___Bsc IT_________________

Occupation : _____Software Tester_______________________

1 ) How do you prefer to book your railway ticket?

□ Ticket booking counter in the railway station
□ IRCTC website
□ Third-Party Agent
□ Mobile Ticket Booking App

2 ) What form of ticket do you carry while traveling?

□ Printed ticket
□ E-ticket
□ Mobile Ticket
□ Any other form

3 ) How often do you travel by train?

□ Daily
□ Weekly
□ Monthly
 □ annually
□ Never

4) How you will categorize your satisfaction while traveling by Konkan railway.
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

5) With whom do you travel generally?

□ Friends
□ Family
□ Colleagues
□ Alone

6) How much you like the service provided by the train?

□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

7) The quality of food served by “IRCTC” or railway canteens.

□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

8) What is your observation on the sanitation & toilet facility provided by Indian Railway?
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

9) Your satisfactory level towards the punctuality of trains.

□ Very Satisfying
□ Satisfying
□ Neutral
 □ Dissatisfying
□ Very Dissatisfying

10) The level of satisfaction towards the medical service provided in the case of emergency
while traveling?
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

11) Are you pleased with the Free Wi-Fi service provided by Railway on the station and
train?
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

12) Attitudes and behavior of Railway staff towards passengers.

□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

13) About sanitization & Cleanliness maintained in railway stations and passenger trains
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

14) The facility provided to handicap & physically disabled peoples in the railway stations &
and passenger trains
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying
15) The security service provided to the passenger in train.
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

16) The car parking facility outside the railway station.

□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

17) The Coolie facility provided on railway stations to carry heavy luggage
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

18) Railway is trying to upgrade railway system with innovative and engineering
possibilities
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying

19) The precautions are taken by railway for any emergency and readiness to fight during the
emergency.
□ Very Satisfying
□ Satisfying
□ Neutral
□ Dissatisfying
□ Very Dissatisfying