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GROUP PROJECT
ON
CONSUMER BEHAVIOR TOWARDS EMU TRAINS WITH SPECIAL
REFERENCE TO BEACH-TAMBARAM SECTOR
SUBMITTED TO
SCHOOL OF MANAGEMENT
SRTMUN
UNDER THE GUIDANCE OF
Mr. Lungare
SUBMITTED BY
PANKAJ KAPSE
Roll No18
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Acknowledgements
We express our sincere thanks to Mr Lungare, our Mini Project guide to have
given us the opportunity to work on such a challenging project. We also would like
to thank the commuters help, without which it would not have been possible to
accomplish the project successfully. Their timely feedback has facilitated in
bringing the project in the present form.
Last but not the least I would also like to thank our friends who took time off toshare insights about their experiences while travelling in EMUs. This helped us
immensely to understand the psyche of the consumer. We just hope that the
recommendations and suggestions presented by us are considered seriously.
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CERTIFICATEThis is to certify that Mr. PANKAJ KAPSE has successfully completedthe mini project, as a part of academic fulfilment of Master ofBusiness Administration (MBA) in the area of Consum er Behaviour.
PROJECT GUIDE
Mr LUNGARE
Date:
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PREFACE
Todays business dynamics is very fast; environment is
changing. To understand the changing market behaviour the
organization has to do a systematic study. A project work is a
scientific and systematic study intended to catch the nerves of
the problem or issue with the application of management
concept and skills. We were assigned to understand the
customers perception and attitude towards local trains.
This report has been complied preliminary in partial fulfilmentof the requirement for the award of the degree of management
studies programme.
Apart from theoretical concept of the topic, we have included the
findings and suggestions.
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CONTENT
1. GENERAL INFORMATION
2. SCOPE OF PROJECT
3. KEY FINDIGS
4. SWOT
5. WHY BRAND IN RECOGNISED?
6. RESEARCH METHODOLOGY
7. DATA COLLECTIONS
8. INTERPRETATIONS
9. BIBLIOGRAHY
10. QUESTIONNAIRES
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GENERAL INFORMATION
I ndian Railways.... the golden Era
16th April, 1853...............The Beginning
The first railway on Indian sub-continent ran over a stretch of 21 miles from YFINDINGS
Bombay to Thane.
The idea of a railway to connect Bombay with Thane, Kalyan and with the Thaland Bhore Ghats inclines first occurred to Mr. George Clark,the Chief Engineer ofthe Bombay Government, during a visit to Bhandup in 1843.
The formal inauguration ceremony was performed on 16th April 1853, when 14
railway carriages carrying about 400 guests left Bori Bunder at 3.30 pm "amidstthe loud applause of a vast multitude and to the salute of 21 guns." The first
passenger train steamed out of Howrah station destined for Hooghly, a distance of24 miles, on 15th August, 1854. Thus the first section of the East Indian Railway
was opened to public traffic, inaugurating the beginning of railway transport on theEastern side of the sub-continent.
In south the first line was opened on Ist July, 1856 by the Madras RailwayCompany. It ran between Veyasarpandy and Walajah Road (Arcot), a distance of
63 miles. In the North a length of 119 miles of line was laid from Allahabad toKanpur on 3rd March 1859. The first section from Hathras Road to MathuraCantonment was opened to traffic on 19th October, 1875.
These were the small beginnings which is due course developed into a network of
railway lines all over the country. By 1880 the Indian Railway system had a routemileage of about 9000 miles.
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INDIAN RAILWAYS, the premier transport organisation of the country is the
largest rail network in Asia and the worlds second largest under one management.
Indian Railways is a multi-gauge, multi-traction system covering the following:
Track
Kilometres
Broad
Gauge
(1676 mm)
Metre Gauge(1000 mm)
Narrow
Gauge
(762/610 mm)
Total
86,526 18,529 3,651 108,706
Route
Kilometres
Electrified Total
16,001 63,028
7566 - locomotives 37,840 - Coaching vehicles 222,147 - Freight wagons 6853 - Stations
300 - Yards
2300 - Goodsheds
700 - Repair shops
1.54 million - Work force
Indian Railways runs around 11,000 trains everyday, of which 7,000 are
passenger trains.
Chennai suburban railways
1 Routes
o 1.1 Central - Avadi - Tiruvallur - Arakkonam - Thiruttani
o 1.2 Central - Thiruvottiyur - Ennore - Ponneri - Gummidipoondi - Sulurpet
o 1.3 Beach - Egmore - Mambalam - Guindy - Meenambakkam - Tambaram
o 1.4 MRTS
Beach - Egmore - Mambalam - Guindy - Meenambakkam - Tambaram Stations:Chennai Beach-Chennai Fort-Park-Chennai Egmore-Chetpet-
Nungambakkam-Kodambakkam-Mambalam-Saidapet-Guindy-St. Thomas Mount-
Pazhavanthangal-Meenambakkam-Trisulam-Pallavaram-Chromepet-Tambaram
http://en.wikipedia.org/wiki/Chennai_suburban_railway#Routeshttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Routeshttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Central_-_Avadi_-_Tiruvallur_-_Arakkonam_-_Thiruttanihttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Central_-_Avadi_-_Tiruvallur_-_Arakkonam_-_Thiruttanihttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Central_-_Thiruvottiyur_-_Ennore_-_Ponneri_-_Gummidipoondi_-_Sulurpethttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Central_-_Thiruvottiyur_-_Ennore_-_Ponneri_-_Gummidipoondi_-_Sulurpethttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Beach_-_Egmore_-_Mambalam_-_Guindy_-_Meenambakkam_-_Tambaramhttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Beach_-_Egmore_-_Mambalam_-_Guindy_-_Meenambakkam_-_Tambaramhttp://en.wikipedia.org/wiki/Chennai_suburban_railway#MRTShttp://en.wikipedia.org/wiki/Chennai_suburban_railway#MRTShttp://en.wikipedia.org/wiki/Chennai_Beachhttp://en.wikipedia.org/wiki/Chennai_Beachhttp://en.wikipedia.org/wiki/Chennai_Beachhttp://en.wikipedia.org/wiki/Chennai_Forthttp://en.wikipedia.org/wiki/Chennai_Forthttp://en.wikipedia.org/wiki/Chennai_Forthttp://en.wikipedia.org/w/index.php?title=Park_,_Chennai&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Park_,_Chennai&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Park_,_Chennai&action=edit&redlink=1http://en.wikipedia.org/wiki/Chennai_Egmorehttp://en.wikipedia.org/wiki/Chennai_Egmorehttp://en.wikipedia.org/wiki/Chennai_Egmorehttp://en.wikipedia.org/wiki/Chetpethttp://en.wikipedia.org/wiki/Chetpethttp://en.wikipedia.org/wiki/Chetpethttp://en.wikipedia.org/wiki/Nungambakkamhttp://en.wikipedia.org/wiki/Nungambakkamhttp://en.wikipedia.org/wiki/Kodambakkamhttp://en.wikipedia.org/wiki/Kodambakkamhttp://en.wikipedia.org/wiki/Kodambakkamhttp://en.wikipedia.org/wiki/Mambalamhttp://en.wikipedia.org/wiki/Mambalamhttp://en.wikipedia.org/wiki/Mambalamhttp://en.wikipedia.org/wiki/Saidapethttp://en.wikipedia.org/wiki/Saidapethttp://en.wikipedia.org/wiki/Saidapethttp://en.wikipedia.org/wiki/Guindyhttp://en.wikipedia.org/wiki/Guindyhttp://en.wikipedia.org/wiki/Guindyhttp://en.wikipedia.org/wiki/St._Thomas_Mounthttp://en.wikipedia.org/wiki/St._Thomas_Mounthttp://en.wikipedia.org/wiki/St._Thomas_Mounthttp://en.wikipedia.org/wiki/Pazhavanthangalhttp://en.wikipedia.org/wiki/Pazhavanthangalhttp://en.wikipedia.org/wiki/Meenambakkamhttp://en.wikipedia.org/wiki/Meenambakkamhttp://en.wikipedia.org/wiki/Meenambakkamhttp://en.wikipedia.org/wiki/Trisulamhttp://en.wikipedia.org/wiki/Trisulamhttp://en.wikipedia.org/wiki/Trisulamhttp://en.wikipedia.org/wiki/Pallavaramhttp://en.wikipedia.org/wiki/Pallavaramhttp://en.wikipedia.org/wiki/Pallavaramhttp://en.wikipedia.org/wiki/Chromepethttp://en.wikipedia.org/wiki/Chromepethttp://en.wikipedia.org/wiki/Chromepethttp://en.wikipedia.org/wiki/Tambaram_Sanatoriumhttp://en.wikipedia.org/wiki/Tambaram_Sanatoriumhttp://en.wikipedia.org/wiki/Tambaram_Sanatoriumhttp://en.wikipedia.org/wiki/Chromepethttp://en.wikipedia.org/wiki/Pallavaramhttp://en.wikipedia.org/wiki/Trisulamhttp://en.wikipedia.org/wiki/Meenambakkamhttp://en.wikipedia.org/wiki/Pazhavanthangalhttp://en.wikipedia.org/wiki/St._Thomas_Mounthttp://en.wikipedia.org/wiki/Guindyhttp://en.wikipedia.org/wiki/Saidapethttp://en.wikipedia.org/wiki/Mambalamhttp://en.wikipedia.org/wiki/Kodambakkamhttp://en.wikipedia.org/wiki/Nungambakkamhttp://en.wikipedia.org/wiki/Chetpethttp://en.wikipedia.org/wiki/Chennai_Egmorehttp://en.wikipedia.org/w/index.php?title=Park_,_Chennai&action=edit&redlink=1http://en.wikipedia.org/wiki/Chennai_Forthttp://en.wikipedia.org/wiki/Chennai_Beachhttp://en.wikipedia.org/wiki/Chennai_suburban_railway#MRTShttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Beach_-_Egmore_-_Mambalam_-_Guindy_-_Meenambakkam_-_Tambaramhttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Central_-_Thiruvottiyur_-_Ennore_-_Ponneri_-_Gummidipoondi_-_Sulurpethttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Central_-_Avadi_-_Tiruvallur_-_Arakkonam_-_Thiruttanihttp://en.wikipedia.org/wiki/Chennai_suburban_railway#Routes -
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Sanatorium-Tambaram-Perungalathur-Vandalur-Urapakkam-Guduvancheri-Potheri-
Kattangulathur-Maraimalai Nagar Kamarajar-Singaperumal Koil-Paranur-Chengalpattu-
Villiambakkam-Palur-Palayasivaram-Walajabad-Nathapettai-Kanchipuram-Tirumalpur-Thakolam-Arakkonam
Scope of projectThis project gave us great exposure to the customers perception, because it
includes the service offered. This project helped us in knowing the market
practically.
Our job
1. Drafting questionnaire for the better understanding of passengers satisfaction
level
2. Collection of data on passenger traffic on weekdays and on weekends.
3. Check the availability of prominent display boards at railway stations.
4. Finding out the problems that the commuters are facing while travelling.
Key fi ndings:-
1. By calculating the number of responses, we found that most of the people
were satisfied with the timings of train services (Beach-Tambaram route).
2. Possession of monthly passes by the commuters indicated clearly, that bulk
of them were strongly brand loyal.
3. We also came to know while visiting the stations, that there was big problem
of less number of ticket counters.
http://en.wikipedia.org/wiki/Tambaram_Sanatoriumhttp://en.wikipedia.org/wiki/Tambaram_Sanatoriumhttp://en.wikipedia.org/wiki/Tambaramhttp://en.wikipedia.org/wiki/Tambaramhttp://en.wikipedia.org/wiki/Tambaramhttp://en.wikipedia.org/wiki/Perungalathurhttp://en.wikipedia.org/wiki/Perungalathurhttp://en.wikipedia.org/wiki/Vandalurhttp://en.wikipedia.org/wiki/Vandalurhttp://en.wikipedia.org/wiki/Urapakkamhttp://en.wikipedia.org/wiki/Urapakkamhttp://en.wikipedia.org/wiki/Guduvancherihttp://en.wikipedia.org/wiki/Guduvancherihttp://en.wikipedia.org/w/index.php?title=Potheri&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Potheri&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Potheri&action=edit&redlink=1http://en.wikipedia.org/wiki/Kattangulathurhttp://en.wikipedia.org/wiki/Maraimalai_Nagarhttp://en.wikipedia.org/wiki/Maraimalai_Nagarhttp://en.wikipedia.org/wiki/Singaperumal_Koilhttp://en.wikipedia.org/wiki/Singaperumal_Koilhttp://en.wikipedia.org/wiki/Paranurhttp://en.wikipedia.org/wiki/Paranurhttp://en.wikipedia.org/wiki/Paranurhttp://en.wikipedia.org/wiki/Chengalpattuhttp://en.wikipedia.org/wiki/Chengalpattuhttp://en.wikipedia.org/w/index.php?title=Villiambakkam&action=edit&redlink=1http://en.wikipedia.org/wiki/Palurhttp://en.wikipedia.org/wiki/Palurhttp://en.wikipedia.org/w/index.php?title=Palayasivaram&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Palayasivaram&action=edit&redlink=1http://en.wikipedia.org/wiki/Walajabadhttp://en.wikipedia.org/wiki/Walajabadhttp://en.wikipedia.org/wiki/Walajabadhttp://en.wikipedia.org/w/index.php?title=Nathapettai&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Nathapettai&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Nathapettai&action=edit&redlink=1http://en.wikipedia.org/wiki/Kanchipuramhttp://en.wikipedia.org/w/index.php?title=Tirumalpur&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Tirumalpur&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Tirumalpur&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Thakolam&action=edit&redlink=1http://en.wikipedia.org/wiki/Arakkonamhttp://en.wikipedia.org/wiki/Arakkonamhttp://en.wikipedia.org/wiki/Arakkonamhttp://en.wikipedia.org/wiki/Arakkonamhttp://en.wikipedia.org/w/index.php?title=Thakolam&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Tirumalpur&action=edit&redlink=1http://en.wikipedia.org/wiki/Kanchipuramhttp://en.wikipedia.org/w/index.php?title=Nathapettai&action=edit&redlink=1http://en.wikipedia.org/wiki/Walajabadhttp://en.wikipedia.org/w/index.php?title=Palayasivaram&action=edit&redlink=1http://en.wikipedia.org/wiki/Palurhttp://en.wikipedia.org/w/index.php?title=Villiambakkam&action=edit&redlink=1http://en.wikipedia.org/wiki/Chengalpattuhttp://en.wikipedia.org/wiki/Paranurhttp://en.wikipedia.org/wiki/Singaperumal_Koilhttp://en.wikipedia.org/wiki/Maraimalai_Nagarhttp://en.wikipedia.org/wiki/Kattangulathurhttp://en.wikipedia.org/w/index.php?title=Potheri&action=edit&redlink=1http://en.wikipedia.org/wiki/Guduvancherihttp://en.wikipedia.org/wiki/Urapakkamhttp://en.wikipedia.org/wiki/Vandalurhttp://en.wikipedia.org/wiki/Perungalathurhttp://en.wikipedia.org/wiki/Tambaramhttp://en.wikipedia.org/wiki/Tambaram_Sanatorium -
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4. Many commuters were facing the problem of wooden seats, which were
very uncomfortable.
5. As there were good number of coaches where the seating capacity is more
plying on the Beach-Tambaram route, travelling during peak hour time was
a nightmare.
SWOT
STRENGTH
Indian railways is a 100% Government of India owned organization
Exhaustive railway network across the country Dedicated workforce
Strong financial backing
This years profit rose to Rs 20,000 crores
Service reliability
WEAKNESS
Conflict between railway unions and employees
Delay in getting approvals and funds for new proposals
OPPORTUNITIES
Strong possibility for railways to capture 90% of container traffic
With the airline industry facing severe crisis, Indian railways can encash on
this opportunity By offering air-conditioned coaches in the local trains, they can target the
upper segment of the market
THREATS
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The possible threats are from the taxi service
Weak infrastructure and no up-gradation of stations
Absence of passenger facility will drive away the customer to private modes
of transport
VISION:
To serve the customers with a smile and let them assure of excellent
services.
GROWTH STRATEGY
Fast innovation, Fast growthSLOGAN
Serving customers with a smile
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Why the brand is recognized?
1. Monopoly in the market
Suburban railway network of 147 Km
81 stations
Daily patronage of over 4.7 lakh passengers
Proposed extension of MRTS line from Velachery to Saint Thomas
Mount
2. Customer loyalty
Ever increasing number of commuters taking suburban trains.
Availability of VLR stalls at railway stations for refreshment.
Book stalls
Customized ticket vending machines
Hassle free journey, free from any type of pollution.
3. Longevity
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Provision of a fast and efficient transport service
Helps to establish new communities along the routes of railways
4. Overall market acceptance
Public have developed patterns of behavior (i.e. vicarious
learning).
EMUs has become a part of commuters daily life
Efficiency in service has been at the forefront for market acceptance
5. Goodwill
Suburban trains are operating for the past decades
These services offered by Southern Railway has been always praised
for its on time performance
Objective of the project
The main objective of field survey during the project was to find out the
commuters satisfaction level of the services offered by Southern Railways.
The other objective of the research was to identify the other needs of
commuters with respect to number of trains plying on Beach-Tambaram
route.
Secondary objective
Do the commuters prefer the new ticket vending machines installed at
various suburban stations?
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How frequently commuters complain against the deficiency in train
services?
Research Methodology:
Research methodology is considered as the nerve of the project. Without a
proper well-organized research plan, it is impossible to complete the project
and reach to any conclusion. The project was based on the survey plan. The
main objective of survey was to collect appropriate data, which work as a
base for drawing conclusion and getting result.
Therefore, research methodology is the way to systematically solve the research
problem. Research methodology not only talks of the methods but also logic
behind the methods used in the context of a research study and it explains why a
particular method has been used in the preference of the other methods.
Research design:
Research design is important primarily because of the increased complexity in the
market as well as marketing approaches available to the researchers. In fact, it is
the key to the evolution of successful marketing strategies and programmers. It is
an important tool to study buyers behaviour, consumption pattern, brand loyalty,
and focus market changes. A research design specifies the methods and procedures
for conducting a particular study. According to Kerlinger, Research Design is a
plan, conceptual structure, and strategy of investigation conceived as to obtain
answers to research questions and to control variance.
Types of research is:
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ex-post-factor scientific inquiries that aim at finding the relations and interrelations
among variables in a real setting. Such studies are done in live situations like
communities, schools, factories, and organizations.
Another type of cross sectional study is survey result, which has been taken by me.
A major strength of survey research is its wide scope. Detail information can be
obtained from a sample of large population .Besides; it is economical as more
information can be collected per unit of cost. In addition, it is obvious that a
sample survey needs less time than a census inquiry. Descriptive research includes
survey and fact finding enquiries of different kinds of the major purpose.
Descriptive research is description of the state of affairs, as it exists at present. The
main characteristic of this method is that the researcher has no control over the
variables; he can only report what has happened or what is happening. The
methods of research utilized in descriptive research are survey methods of all kinds
including comparative and co relational methods. The reason for using such needs
to be flexile in its approach, but a descriptive study in contrast tends to be rigid and
its approach cannot be changed ever now and then.
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TAMBARAM RAILWAY STATION
Data collection methods:
After the research problem, we have to identify and select which type of data is to
research. At this stage; we have to organize a field survey to collect the data. One
of the important tools for conducting market research is the availability of
necessary and useful data.
Primary data: For primary data collection, we have to plan the following four
important aspects.
Sampling
Research Instrument
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Secondary Data Indian Railways profile, journals and various literature
studies are important sources of secondary data.
Data analysis and interpretation
1. Questionnaires
2. Pie chart and Bar chart
Questionnaires:
This is the most popular tool for the data collection. A questionnaire contains
question that the researcher wishes to ask his respondents which is always guided
by the objective of the survey.
Pie chart:
This is very useful diagram to represent data, which are divided into a number of
categories. This diagram consists of a circle of divided into a number of sectors,
which are proportional to the values they represent. The total value is represented
by the full create. The diagram bar chart can make comparison among the various
components or between a part and a whole of data.
Bar chart:
This is another way of representing data graphically. As the name implies, it
consist of a number of whispered bar, which originate from a common base line
and are equal widths. The lengths of the bards are proportional to the value they
represent.
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Preparation of report:
The report was based on the analysis and presented with the findings and
suggestions. The sample of the questionnaires is attached with the report itself.
Sampling Methodology:
Details of the sampling methodology, we have made questionnaire. The one is
made for the Commuters.
No. of questions in questionnaires for customer: 07
No. of question related to services offered: 05
No. of respondents during the research: 15
Sample unit
Professionals, Business man,
Employees, Students
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Analysis:
Q1. How long youre using the EMU service?
a) Less than a yearb) 1-5 years
c) >5 years
INFERENCES:
1. Majority of the commuters has been using the EMU service for 1-5 years.
2. It shows that the faith imposed with EMU by the commuters and people are
loyal to EMU services.
0
1
2
3
4
5
6
7
8
5 YEARS
YEARS
SPAN OF USING EMU SERVICES
NUMBER OF
RESPONDENTS
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Q.2. From which source station to destination do you commute?
Inference: As the field survey was mainly focussed on commuters in beach
tambaram sector, so lot of them were daily commuters from the stations lying in
between.
Q.3. According to you EMU service between Beach-Tambaram is
a) Excellent
b) Very good
c) Good
d) Fair
e) Poor
INFERENCES: Overall majority of the commuters rated the EMU services
between Beach-Tbm sector as good. This speaks volumes about the services
offered by the Southern Railways.
0
1
2
3
4
5
6
7
EXCELLENT VERY GOOD GOOD FAIR POOR
OPINION ON EMU SERVICE
Series1
Series2
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Q. 4. You commute daily with
a) With a monthly pass
b) Buying tickets
c) Without ticket
INFERENCES:
1. Maximum number of commuters prefers to travel by taking the monthly
pass issued by the railways, as it proves to be lot cheaper than buying
tickets daily.
2. Rest of them were buying tickets on daily or occasional basis, as they
were occasional travellers.
3. This shows that Indian Railways gives special preference to their regular
customers.
0
2
4
6
8
10
12
MONTHLY
PASS
BUYING
TICKETS
WITHOUT
TICKET
NUMBER
OFRESPONDENTS
MEAN TO COMMUTE
Series1
Series2
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Q.5.The level of satisfaction you get from EMU services
a) Highly satisfied
b) Somewhat satisfied
c)Neither satisfied nor dissatisfied
d) Dissatisfied
e) Highly dissatisfied
INFERENCES:
1. As per our survey, majority of the commuters were somewhat satisfied
and none of them were highly dissatisfied.
2.Next majority were those commuters who were highly satisfied.
3. This analysis clearly indicates that, railways need to do littleimprovements and the services will be upto the mark.
LEVEL OF SATISFACTION
0
1
2
3
4
5
6
7
HIGHLY
SATISFIED
SOMEWHAT
S
ATISFIED
N
EITHER
SATISFIED
NOR
DIS
SATISFIED
DIS
SATISFIED
HIGHLY
DIS
SATISFIED
Series1
Series2
Series3
Series4
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Q.5.Tick the appropriate column
SERVICE
a) Excellent
b) Good
c) Fair
d) Bad
e) Very bad
TIMING
a) Excellent
b) Good
c) Fair
d) Bad
e) Very bad
PRICE
a) Excellent
b) Good
c) Fair
d) Bad
e) Very bad
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PERFORMANCE
a) Excellent
b) Good
c) Fair
d) Bad
e) Very bad
Most of the commuters said that the service provided by railways is excellent
and none of them termed it as bad.
Timing aspect of trains was rated well by majority of the commuters.
Majority of the commuters said that the performance of EMUs is excellent.
Almost all the commuters said that the pricing strategy is excellent by the
railways.
SATISFACTION SCALE
0
2
4
6
8
10
12
14
EXCELLENT GOOD FAIR BAD VERY BAD
NO.OFRESPONDENTS
SERVICE
TIMING
PERFORMANCE
PRICE
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Q.6 Which is the best way to commute in Chennai City? (Rank your choice from
the list)
a) EMU
b) MTC
c) Own vehicle
d) MRTS
e) Cycle
INFERENCE
1. Almost all of the commuters preferred EMU trains over any other means of
transport.
2. Usually the buses are crowded and people throng local trains.
BEST WAY TO COMMUTE IN CHENNAI CITY
0
2
4
6
8
10
12
14
EMU MTC OWN VEHICLE MRTS CYCLE
NO.OFRESPON
DENTS
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Q.7.State your opinion about
I) Cleanliness at the station premises:
a) Excellent
b) Very Good
c) Good
d) Fair
e) Poor
II) Availability of ticket counters
a) Excellent
b) Very Good
c) Good
d) Fair
e)PoorIII) Prompt services
a) Excellent
b) Very Good
c) Good
d) Fair
e) Poor
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IV) Quality of refreshment stalls
a) Excellent
b) Very Good
c) Good
d) Fair
e) Poor
INFERENCE:
Majority of the commuters said the cleanliness at the station is excellent.
Whereas majority of them were not satisfied with the number of ticket counters.
Almost all of them rated the quality of refreshment stalls were poor or fair.
0
2
4
6
8
10
12
EXCELLENTVERY GOOD GOOD FAIR POOR
COMMUTERS OPINION
CLEANLINESS AT THE
STATION
AVAILABILITY OF TICKET
COUNTERS
PROMPT SERVICE
QUALITY OF
REFRESHMENT STALLS
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RECOMMENDATIONS AND SUGGESTIONS
Railways have been at the forefront in transporting people to
their respective workplaces and to their leisure destinations.
Moreover there are some loopholes which need to be plugged
in. Few recommendations:
Efforts should be made to increase the number of ticket
counters.
The number of refreshment stalls has to increase, in
order to cater to the growing needs of the commuters.
The frequency of train services during peak hours has to
increase.
Railways can introduce the facility of reservation of
tickets in local trains in order to serve the needs of those
commuters who commute on long routes.
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LIMITATIONS
Every study has certain limitations. In my study, also
there were certain limitations, which we could not able to
solve.
Since, it was a mini project so the time available for
this project was very less and this was our major
constraint.
The number of people interviewed was very meagre,
so there could be little variation in the results.
The sample size is also very small which represent
my research on consumer behaviour.
BIBLIOGRAPHY
www.indianrail.gov.in
www.google.co.in
www.en.wikipedia.org
www.southernrailways.gov.in
http://www.indianrail.gov.in/http://www.indianrail.gov.in/http://www.google.co.in/http://www.google.co.in/http://www.en.wikipedia.org/http://www.en.wikipedia.org/http://www.southernrailways.gov.in/http://www.southernrailways.gov.in/http://www.southernrailways.gov.in/http://www.en.wikipedia.org/http://www.google.co.in/http://www.indianrail.gov.in/ -
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Consumer survey Questionnaire
Respondent:
Name:
Age:
Sex:
Qualification:
Occupation:
Income: 20000
Q1. How long youre using the EMU service?
c) Less than a year
d) 1-5 years
c) >5 years
Q.2. From which source station to destination do you commute?
From To
Q.3. According to you EMU service between Beach-Tambaram is
f) Excellent
g) Very good
h) Good
i) Fair
j) Poor
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Q. 4. You commute daily with
d) With a monthly pass
e) Buying tickets
f) Without ticket
Q.5.The level of satisfaction you get from EMU services
f) Highly satisfied
g) Somewhat satisfied
h)Neither satisfied nor dissatisfied
i) Dissatisfied
j) Highly dissatisfied
If youre highly dissatisfied, state the reason why:
Q.5.Tick the appropriate column
SERVICE
f) Excellent
g) Good
h) Fair
i) Bad
j) Very bad
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TIMING
f) Excellent
g) Good
h) Fair
i) Bad
j) Very bad
PRICE
f) Excellent
g) Good
h) Fair
i) Bad
j) Very bad
PERFORMANCEf) Excellent
g) Good
h) Fair
i) Bad
j) Very bad
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Q.7. Which is the best way to commute in Chennai City? (Rank your choice from
the list)
f) EMU
g) MTC
h) Own vehicle
i) MRTS
j) Cycle
Q.7.State your opinion about
I) Cleanliness at the station premises:
f) Excellent
g) Very Good
h) Good
i) Fair
j) Poor
II) Availability of ticket counters
f) Excellent
g) Very Good
h) Good
i) Fair
j) Poor
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III) Prompt services
f) Excellent
g) Very Good
h) Good
i) Fair
j) Poor
IV) Quality of refreshment stalls
f)
Excellentg) Very Good
h) Good
i) Fair
j) Poor
Thank you for your patience!!!