RAILWAY PASSENGER’S SATISFACTION:A STUDY IN

SOUTHERN DIVISION OF ODISHA

SUBMITTED BY
SUPRIYA SENAPATI
EXAM ROLL-18COM172
COLLEGE ROLL NO-BC18-026

SUBMITTED TO
PRADEEP KUMAR PATTANAIK
DEPARTMENT OF COMMERCE
GOVERNMENT COLLEGE(AUTO)ANGUL,PIN-759122
 INTRODUCTION

Transport, is an important infrastructure in the economy of india .It assumes greater roll in developing countries since all the
sector of the development are closly depended upon the existence of suitable transport network.
 The evident economic growth in India over the last two decards has increased demand for all transport service, particularly
land transport through road &rail.
 The development of railway is one of the landmarks in the progress of civilisation.
Indian railway owned a total route length of 64,000km,2,16,717wagons, 39,263coach,7739 locomotives and runs
about a total of 12000 passengers trains and 7000 freight train daily.
 It carries nearly 23 million passengers every day &transport over 2.65 million tones of freight daily.
The headquarter of the Indian railway is in new Delhi .
 Railway is governed by Government of India through the ministry of railway. At present, there are 17 zones &68 division in
Indian railway
 LITERATURE REVIEW

 Chistof Wolf (2001) summerised that the area of manufacturing and catering have to separet
from its core business of freight customer&passenger service.
 Nick thijs and Patrick staes(2008)suggest that a good platform required for the exchange of
views,experience &good practice to improve the performance,competitiveness &qualityof
Indian Railway.
 G Raghuram Rachna Gangwar (2007),found that the Indian railway need to interact with
industry specific need on regular basis. They have high potential for special purpose of
wagoans,closed circuit rakes;bigger train loads are given considerable focus based on the
customer requirements in order to satisfy them
 OBJECTIVE OF THE STUDY

To determine the extent of relationship between

To measure the satisfactory level of satisfaction
the level of awareness of the passengers and
of the passengers of the passengers about the
their level of satisfaction about the service
service provided by the Indian railway .
offered by the Indian Railway.
 RESEARCH METHODOLOGY

Sourcess of Data
A survey conducted through online mode .
 Sample Size
In total 194 passenger took part on this research
 Period of the Study
The study period covers 2month from may 2021 to July 2021
 Tools used for Analysis
In order to analze the data collected from the respondent the researcher has applied statistical tools with the help of
SPSS.
Percentage analysis
Graph ,pie chatetc
 Limitation of the study
No mechniam to differnciate between a satisfied customer nd a loyal customer.
The rational behaviour aspect of a relationship are not taken in to account.
 DATA ANALYSIS

A MAJORITY OF 73.2% OF THE RESPONDENT WERE MALE

AND THE REMAINING 26.8% WERE FEMALE

Chart Title
80
70
60
50
40
30
20
10
0
male female

Series 2
 FINDINGS

The fair charged can be considered to someone extent to

facilatet a better customer satisfaction.
The advanced booking period can be revised to suit the
better convenice of the passengers.

Number of reservation countries in the Tire-1 station and

specifically where more passenger ticket booking is more ,the
number of countries can be increased.

The newly introduced VIKALP scheme has received a

fairly positive sign across various demographic people
 CONCLUSION

 Introduction of high speed trains(350kmh) from the current highest speed 160mph, along
with the provision of ultraspeed wireless corrider along IR’s network.
 Through the elimination of 6113 Unnammed level crossing ,it is estimated that an
reduction of 66%in accident is expected.
 Combining technology and passenger experience ,an integrated app to provide all
Railway affliciated service including ticketing taxi etc.
 All coaches in the railway station wil be equipped with discharge free bio toilet
 BIBLIOGRAPHY

 C.R Kothari Research Methodology {new age publication},second edition.

 Kerneth E. Clow &Donald E Baack ,Integrated Adevertising, Promotions& Marketing Communication ,
(pearson). Third edition.
 Measuring Customer Satisfaction. Third Edition:survey design.
 Philip Kotler ,Marketing Manegment [Tata Mograw Hill]

Websites
 http//en.Wikipedia.org/wiki/L’Or%C3%A9a%
 www.strategex.com
 www.ibel.org