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Passengers' Expectation and Satisfaction on Service INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH VOLUME 9, ISSUE 03, MArch 2020 ISSN 2277-8616 Passengers’ Expectation And Satisfaction On Service Performance In Indian Railway Catering And Tourism Corporation Dr.K.Krishnakumar, Dr.S.Kavitha Abstract: In India most of the people prefer railway transportation since it is low cost and convenience. The highly populated country like India it is most important to provide very vast railway transportation system in order to cover the requirements of passengers’ mobility. To offer customized services, it is essential to understand the expectation and satisfaction of the passengers with regard to performance of services offered by the rail system particularly Indian Railway Catering and Tourism Corporation since they are the pioneers of handling the requirements of passengers in online and offline mode. The passenger’s expectation on availability of ticket, on time service, Catering service in train, safety and security measures are high. But the question is how far IRCTC is handling the passengers’ expectations and satisfaction. For evaluating the above said issues the data were collected from 120 respondents of railway passengers in Salem Railway Division which is a part of Southern Railway. Statistical tools such as Percentage analysis, Ranking, ANOVA, One Sample t Test and Chi-square test and Correlation are utilized for the data analysis purpose. The study identified that Reliability, responsiveness, safety and security, convenience, effectiveness, physical facilities, service satisfaction and service quality dimension are most important factors for determining passengers’ satisfaction. Key Words: Passengers, Convenience, IRCTC, Service Quality, Reliability ———————————————————— 1 INTRODUCTION Lan (2006) measured the performance of railways by two Indian Railways are the most important means of transport stochastic distance functions approach where inputs in India. In developing country like India, Rail transport contain number of passengers’ cars, number of fright cars plays a vital role in economic development and industrial and numbers of employees and concluded that railway development. Indian Railways not only provides passenger technical inefficiency and service ineffectiveness are services but also the freight services around the nation. negatively by gross national income per capita percentage They also transport large and heavy materials like cement, electrified line and line density. Stephen (2008) identified coal, iron-ore, petroleum, food grains and jute etc. The the attributes which passengers use to evaluate the service railway network of India has brought together the whole of quality of Indian railways and develops a comprehensive country, thus creating a feeling of unity among the Indians. instrument namely RAILQUAL. The linkage between The Indian Railways network connects the social, cultural, RELIQUAL and passengers‟ satisfaction is also evaluated and economical fabric of the country and covers whole of by the data collected from the passengers of Southern the country ranging from North to South and East to West Railways. The important RAILQUAL factors identified by the removing the distance barrier for the people. Indian passengers are reliability, assurance and empathy. The Railways has helped the economic life of the country and service offered by southern railways is up to the expectation accelerating the development of industry and agriculture. of their passengers. The significant and positive influencing The Indian railway is one of the biggest transporters of RAILQUAL factors on the passenger's satisfaction and passengers’ traffic in the world. The present study is image of the Indian railways were its reliability and completely based on the passengers’ expectation and empathy. The intangible aspects of service performance of satisfaction towards the services offered by the Indian Indian railways have a strong direct and positive effect on Railway Catering and Tourism Corporation (IRCTC). Indian the passenger's favourable attitude and image. Agarwal Railway Catering and Tourism Corporation (IRCTC) is a (2008) found the factors related to Indian Railway services subsidiary of the Indian Railways that handles the catering, that have an impact on customer satisfaction. The study tourism and online ticketing operations of the Indian was conducted using the survey method. Data were railways, with around 5,50,000 to 6,00,000 bookings every collected from structured questionnaire from a sample of day is the world's second busiest and highest of 15 to 16 500. Factor and regression analysis was used to analyze lakh tickets every day. Its tagline is "Lifeline of the Nation". the data and identified the effect of perception about the The study deals with the various aspects of service quality of performance of various factors on customer dimensions like reliability, responsiveness, convenience, satisfaction and concluded that out of the various employee security and safety, effectiveness and physical facilities behaviour has the maximum effect on satisfaction level of offered by IRCTC since the IRCTC is dealing with tourism, customers with Indian Railways as a whole. Elangovan internet reservation, food plazas, call center etc. (2014) found out the satisfaction level of services offered by the rail system using the SERVQUAL Instrument in Salem division of the southern railway zone. Data were collected ______________________________ from 500 respondents in applying stratified random sampling method and analysis of variance was used to test Associate Professor, Department of Commerce, Periyar the hypotheses and revealed that passengers were fairly University, Salem – 636 011, Tamilnadu, India. email: satisfied with the services offered by the rail system. Juck [email protected], Mobile: 9444242361 (2015) investigated the study production efficiency and Assistant Professor, Department of Commerce, Padmavani Arts service effectiveness of the high-speed railways through the and Science College for women, Salem, Tamilnadu, India data collected from 150 respondents’ European railway 6908 IJSTR©2020 www.ijstr.org INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH VOLUME 9, ISSUE 03, MArch 2020 ISSN 2277-8616 station. The study concluded that efficient high-speed rail Rural 68 64.2 system and the contributing factors in achieving high Place of The Semi Urban 38 35.8 Residence Total 106 100.0 performance in production and marketing. Suria (2015) studied on electric rail transportation is important to provide Upto10 62 58.5 Higher Education 42 39.6 high quality service in order to increase the number of Educational Under Graduation 2 1.9 users. The TRANSQUAL Model was used as an instrument Qualification Total 106 100.0 to measure the performance of rail transportation and BelowRs.10000 47 44.3 concluded that the service quality indicators such as Rs.10001- 55 51.9 environment, safety and security, reliability, responsiveness Family Income Rs.20000 and physical facilities were important for public Rs.20001- 2 1.9 transportation systems towards sustainability. In India most Rs.30000 Rs.30001- 1 0.9 of the people are preferring railway transportation due to Rs.40000 low cost and convenience. Satisfaction is based on the AboveRs.40000 1 0.9 perception of passengers on various services offered by the Total 106 100.0 rail system. To offer customized services, it is essential to Student 20 18.9 understand the satisfaction and expectation of the Housewife 9 8.5 passengers with regard to performance of services offered Business 20 18.9 Occupational by the rail system. The railway passengers are facing a lot Private employee 25 23.6 Status Government 32 30.2 of problems. The majority of problems are availability of employee ticket, over crowed, delay in arrival, poor safety measure Total 106 100.0 etc. The research goes a ride on the problems faced by the Unmarried 39 36.8 passengers. Based on the above issues, it is pertinent to Marital Status Married 67 63.2 focus the study on passengers’ satisfaction and expectation Total 106 100.0 of railways with the following question. Joint family 48 45.3 Family Type Nuclear family 58 54.7 Total 106 100.0 What are all the measures of service performance 2-4members 41 38.7 influencing expectations and satisfaction of railway 4-6members 25 23.6 passengers using the services offered by IRCTC? Family Size Above 6members 40 37.7 Total 106 100 2 OBJECTIVES OF THE STUDY (Source: Primary Data) To know the services offered by IRCTC through service performance measures. The above table depicts the maximum and minimum To identify the passengers expectation and percentage of demographic factors of the respondents. The satisfaction on service dimensions of IRCTC. study identified that a maximum of 61.3% of respondents are male. Among which a maximum of 51.9% respondents 3 RESEARCH DESIGN are comes under the age group of below 20 years, 64.2% The sample size for the study is 106 respondents of railway are hailing from rural background, 58.5 % are having up to higher secondary education, 44.3 % are earning less than passengers in southern railway Salem city. As the population is being large and time period was limited, it was Rs.10, 000 as income, 30.2% are government employees, decided to choose Convenience sampling techniques. The 63.2% are married, 58% of the respondents are coming primary data was collected from the railway passengers from nuclear family and 38.7 % respondents family size I 2- through a well-structured questionnaire.
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