CHAPTER - 1 INTRODUCTION

Rail transport is the transport of passengers and goods by means of vehicles specially designed to run along railways or railroad and it introduced as early as 1853. Rail transport is part of the logistic chain, which facilities the international trading and economic growth in most countries. Rail transport is an energy-efficient and capitalintensive means of mechanized land transport and is a component of logistics, Rails which along with various engineered components are part of permanent way. Railways remained an energy efficient mode of transport ideally suited for long distance travel. The railways had always been ecologically safe much less pollution atmosphere compared to aircrafts and motor vehicles. The railways have provide the twin tasks of providing adequate transport for industrial sustenance and growth and ensuring cheap and reliable transportation for the population. Of 236 countries and dependencies, 143 have rail transport, of which 90 have passenger services. India is the land of diverse culture and Indian railways plays a key role is not only meeting the transport needs of the country, but also in binding together dispersed areas and promoting national integration truly, Indian railways have emerged as the sinews of the Indian economy and have reached out to bring together the great Indian family. India is the seventh largest country in terms of its geographical size. This means there is a need for efficient means for long distance road network is very poorly developed in most parts of India. It brings together people from the farthest corners of the country and makes possible the conduct of business, sightseeing, pilgrimage, and education. The Indian railways have been a great integrating force for more than 150 years. It has bound the economic life of the country and helped in accelerating the development of industry and agriculture. Indian railways have grown into one of the largest railway network in the world. The network spread and expanded rapidly and has become the principal mode of transport in the country. The railways have modernized in terms of technology, ticketing, computerization and overall management. Indian railways have been the prime movers to the nation and have the distinction of being one of the largest railway systems in the world under a single management. Railways being the more energy efficient mode of transport are ideally

suited for movement of bulk commodities and for a long distance travel. As compared to road transport, the railways have a number of intrinsic advantages. Railways are five to six times more energy efficient, four times more efficient in land use and significantly superior from the standpoints or environments and safety. Indian railways, therefore, rightly occupy pride of place in the growth and development of the nation. Railways, being the prime infrastructural sector of the country, need to expand and develop to keep pace with the growth of Indian economy. The massive investment needed for the development of Indian railway system has not been fully available. The budgetary support to the railways has been increasing, but is far from adequate and has not been keeping pace with the throw-forward. The sector must also adjust to foreign trade expansion, demographic pressures and increasing urbanization, technological change and obsolescence, energy availability and environmental and public safety concerns. The Indian system is managed through zones and operating divisions. There are also six production units engaged in manufacturing rolling stock, wheels and axels and other ancillary components to meet railway requirements. TATKAL SYSTEM Today railways is running in a fast mode. Traveling is been daily increasing and also the usage of railways is growing day by day. For better and comfort traveling reservation schemes were introduced from the past years. There are various reservations schemes followed in railways. In that Tatkal reservation scheme plays a major role. That Tatkal scheme can be booked two days in advance before traveling, Tatkal booking is permitted to all class except first class a/c. Tatkal charge is addition to normal fare, there is no concession for Tatkal scheme. Refund of 25% of total charge on ticket cancellation with in 24 hrs and different Tatkal charges for peak season and non peak season.

STATEMENT OF THE PROBLEM

The transportation industry today has to gone on the move, constantly in more ways than one. It has to deal with increasing demands of customers and suppliers, while simultaneously trying to optimize the entire business operation at minimum cost. Transportation in India is a large and varied sector of the economy. The

government plays a large regulatory and development role in roadways, civil aviation, railroads etc. The passenger now a days have more options to travel by road, rail, air etc. despite the increasing comfort of road transport, reduced fair of airways, the passenger traveling by train has not reduced but found on the increase. More and more people started traveling by train both for short and long traveling and for that government are also allocating funds for infrastructure development in railways. Hence it will be worth to study the passengers attitude towards the services rendered in Indian railways.

OBJECTIVE OF THE STUDY

To study the sources provided by railways in Tatkal scheme. To study the awareness of passenger about services offered by railways. To study the pattern of usage of railway services by the passenger. To study the passenger satisfaction towards Tatkal Reservation scheme in railways. To study the problems faced in Tatkal Reservation scheme in railways. To provide suitable suggestions on the basis of the study.

METHODOLOGY USED IN THE STUDY

Methodology is a way to systematically solving the research problems by analyzing the various research techniques along with the logic behind the problem.

1. DATA SOURCES
The primary data are collected from the passengers of railway service with the help of structured questionnaire. The secondary data has been collected by referring to articles, journals, books, various project works and internet links.

2. AREA OF STUDY
Area of the study refers to Coimbatore city which was known as Manchester of south India and also known for foundries, pumps and motor industries. It is also become education and health care hub. The city is also expected to be blessed with more number of software industries in the near future.

3. SAMPLE SIZE
3

The sample of 100 respondents was chosen for the study.

4. SAMPLING DESIGN
For purpose of the study, convenient sampling method has been administered among the passengers of railway services.

5. TOOLS USED IN THE STUDY

As the study is confined to the respondents of coimbatore district, this research is applicable to coimbatore district. Data have been collected using the questionnaire and therefore study is collected. Time and cost are the factors which have limited the sample to 100. limited to the data

IMPORTANCE THE STUDY:

Indian railways have been exploring innovating ideas in information of a responsive commercial policy and in pricing of freight services to create opportunities both for vibrant industrial sector and railways. In order to meet the challenges of competing modes of transport and with a view to provide rail user optimally competitive freight rates and fares, Railways have introduced several incentives schemes for increasing passenger and freight traffic as well as generating additional revenue for the railways. Tatkal is an innovative scheme introduced by Indian railways for the benefit of passenger who travel on emergency. An attempt has been made by the researcher to study on passenger satisfaction towards Tatkal scheme of Indian railway reservation system.

LIMITATIONS
This research applicable to Coimbatore district only and therefore the findings of this research cannot be extended to other areas. Data have been collected using the questionnaire and there fore the study is limited to the data collected. Time and cost are the factors which have limited the sample to 100.

CHAPTER SCHEME
The project is arranged into the following five chapters. Chapter I: INTRODUCTION

This chapter presents introduction, statement of the problem, objectives of the study, methodology used in the study and limitations.

Chapter II: REVIEW OF LITERATURE This chapter deals with review of previous studies conducted in this area or related area to focus on the need of this study. Chapter III: AN OVERVIEW ON TATKAL SCHEME OF INDIAN RAILWAYS This chapter presents an over view of Tatkal Reservation scheme of Indian railways and their services to passengers. Chapter IV: ANALYSIS AND INTERPRETATION In this chapter, data are collected from the passengers were analyzed and presented in different tables using statistical tool with suitable interpretation. Chapter V: FINDINGS AND RECOMMENDATIONS This chapter brings out the findings based on the tool used in the study. Also it brings out the recommendations and conclusions which have been derived from the results of the study.

CHAPTER II REVIEW OF LITERATURE

A literature review is a description of the literature relevant to a particular field or topic. Literature covers every thing relevant that is written on a topic: books, journals articles, news paper articles, historical records, government reports, thesis and dissertations, etc. A literature review gives an overview of the field of enquiry. It is a summary of previous research on a topic. In this chapter, a detailed review of literature has been done adequately in order to reveal the significance of this study and to find out the research gap. For this purpose previous studies relating to our core area of the research have been reviewed. Marx, Eric 1 in his article about the track on the important in rail networks in Europe. It cites the advantage of the high-speed line from Brussels, Belgium to Amsterdam, the Netherlands, which will open in 2008, in terms of travel times. It provides information on the Rail team alliance, composed of high speed train operators, which will be launched in 2009 with online reservation systems for booking international train fares. It also discusses the benefits of the Rail team alliance to passengers. John spychalski 2 analyzed about progress, inconsistencies and neglect in the social control of railway freight transport. The purpose of this study was to scrutinize the principle objectives and features of the past 1975 thrust toward curtailment of commission regulation of railway freight transport in relation to contemporary and prospective cost and demand condition in freight transport markets, and criteria for judging railway freight transport performance, and identify and evaluate needs and means for the future control of economic behaviors in the railway freight sector. The study revealed that since 1975, new patterns of competition stimulated by the exemption of specific rail freight market from regulations have produced benefits reflected by re-entry of rail service into market where it had all but ceased to be valuable alternative to other department media and expansion of the geographic reach and range of service and price options offered by individual rail carriers. The study revealed that the intra model rail rate competition in car load and train load services have accelerated concentration of the railway industry and reduced the number of alternative rates available to shippers as well as shippers bargaining power.

John Gabriel

and Suresh babu

under took a study about the passenger

reservation system in the Indian Railways. The objective of the study were to determine the efficiency of passenger reservation services in the Indian railway system and to examine whether the existing system of railway reservation is really efficient in satisfying the needs of the traveling public, and whether any change or alterations in the existing system could bring about the perceptible improvement of the services. The study revealed that railway are setting up the computerized reservation centers and have authorized out-agency bookings and hence all these facilities reveal the efficiency of reservation services of the railways and the study also revealed that the railway is the only organization providing maximum passenger reservation services to the traveling public most efficiently and effectively. Moshe Givoni 5 analyzed about development and impact of the modern high speed train. The purpose of the study was to analyze the impacts of HST (high speed trains) services. The main technical challenges in the development of commercial HSTs were to develop a train and track that could maintain ability to stop safety, avoid a shape increase in noise and vibration to areas adjacent to the line. The study revealed that the modern HST is the best designed to substitute conditional railway services on routes where much higher capacity is required and to reduce travel time, further improving rail service also against other modes, therefore leading to mode substitution. However the high investment in HST infrastructure could be justified based on its economic development benefits since these are not certain. Finally, the following definition for HST services was suggested high capacity and frequency railway services achieving an average speed of over 200kph. Coltman.T 6 running a successful business boils down to one single thing at the end of the day- keeping your customers happy. Understanding customer becomes a useful tool in gaining critical competitive advantage in this new paradigm. Thats where passenger knowledge comes in. Slaughter, Stanley
7

in his article about Ahead for ticket less trains on the

business travel world reports that looks at the technological developments in the railway industry in Great Britain. Efforts by train operating companies to use information technology to make ticketing quicker and attractive to business travels, benefits of the online reservation system developed by thetrainline. comco.; advantage of integrating technology into rail bookings. 8

Coltman.T 6Agents discovering the full potential of POLAR online the article published travel weekly the article focus on advantages of the POLAR online reservation system to the cruise travel industry. It notes that travel agents can reach HQ. Functional futures of the system include passenger information search through member number or phone number and preferred destinations and sailings browsing by cruise data and time. It adds that the system is easy to use with its built in online trading. Lesaint .D owusu.G, dorre.G.
8

The incretion sophistication of todays

customers poses certain challenges such as responsiveness, accuracy, predictability and the reliability of services appointing to service providers in both private and public sectors. Reservations management technology is rapidly evolving to address these challenges. A reservation is an agreement between the customer and the business on the commitment of business resources to meet customer demand. Prior to reaching the agreement, both parties need to check their own policies and availabilities to make sure such an agreement is fair, reflecting their respective and mutual interests reservations management refers to a bunch of integral activities that normally occur between customer and the business. Corporation (DMRC) for their level of commitment and personal efficiency of associates of DMRC and also to find out the relationship between commitment and personal efficiency amongst the associates of DMRC. There is more sense of responsibility amongst the executives and thet are ready to take up different kinds of jobs. They have positive towards extra works and strong belief in their own capabilities. Jonathan cowie
11

and geoff Riddington

12

attempted to measure the efficiency

of European railways. The study examines the methods of assessing rail efficiency. The result examines the methods of assessing rail efficiency. The result suggested that the Danish railway is particularly efficient. Where as the British system is one of the less efficient. The final conclusion is that efficiency on the railway is a product primarily of good management. Jasper Dekkers
13

and Piet Rietveld

14

in their study about electronic ticketing

in public transport in India the purpose of the study was to describe the innovative aspects and customers expectations of the services offered in electronic ticketing in public transport.

Jasper Dekkers

13

and Peit Rietveld

14

the Noordned mobile ticketing services

M-Ticketing is an example of E-ticketing in India. People can order M-tickets through internet or by calling a voice response system and receive their M-ticket on their mobile phone through a short message service (SMS). The study revealed that the consumers were satisfied with the service of M-ticket. The users found the M-Ticket service if it costs 25 eurocents per cell. The share using the internet as a meaning to order electronic ticket was about 30%. Thus the over all WTP (Willingness Top Pay) of passengers for M-Ticket service must considered as low. An ordinary least squares regression analysis of the WTP for real time travel information revealed that increases with income and with the frequency of mobile phone use.

10

REFERENCES
1. Mark, Eric travel weekly; 2/11/2008, vol.67 issue 6, p26-28, 3p, 3 maps. 2. John c Spychalski- progress, inconsistencies & Neglect in the social control of Railway Freight Transport- journal of economic issues, vol.xvii, No.2, June 1983pp 433-441. 3. John Gabriel and Suresh Babu. M- Passenger Reservation System in the Indian Railways- The journal of institute of public enterprise, vol.28, No. 1 & 2 Jan-Mar, Apr-Jun-2005, pp 77-84. 4. Moshe Givoni Development and impact of the modern high speed train. A Review. - Transport Revives. Vol.26, Nos 5, Sep 2006, pp 593-611. 5. Coltman.T, why build a customer relationship management capability? Journal of strategic information systems 16 (2007): 3-27. 6. Slaughter, Stanley Business Travel World; Jul 2005, p21-22, 2p,2 color. The Increction Sophtication of todays customersReservations management and resources ECM interchangeability DOL 10.1007-3-540-755-04-3 Springer 2008. 8. Anu Singh Lather and Sangeet Mohan Delhi Metro Rail Corporation (DMRC) The Journal of Business Prospective Vol.2 No 3 & 4, July-Dec 2007, pp 103-113. 9. Jonathan Cowie and Geoff Riddington- Measuring the efficiency of European Railways applied Economics, Vol.28 pp 1027-1035. 10. Jasper Dekkers and Piet Rietveld Electronic Ticketing in public Transport A field study in rural Area Journal of intelligent Transportation System. Vol 11, No.2, 2007 pp 69-78. 7. D.Lesaint G .owusu, R.dorre

11

CHAPTER III AN OVER VIEW ON TATKAL SCHEME OF INDIAN RAILWAYS

The Indian railways, is one of the worlds largest Rail networks, has been a key component of Indias transport sector for 154 years. It is also the worlds largest employer with 1.4 million employees. Indian railway compromises two basic customer segments- freight and passenger. While the freight segment accounts for two third of revenues, the rest comes from passenger traffic. Within the freight segment, bulk traffic accounts for nearly 95 percent, of which more than 44 percent is contributed by coal. Indian railways run more than 1700 trains daily, of which about 18 million passengers every day. Indian railways have been exploring innovating ideas in information of a responsive commercial policy and in pricing of freight services to create opportunities both for vibrant industrial sector and railways. In order to meet the challenges of competing modes of transport and with a view to provide rail user optimally competitive freight rates and fares, Railways have introduced several incentives schemes for increasing passenger and freight traffic as well as generating additional revenue for the railways. Indian Railway network is spread over 81,511 Km covering 6,896 stations. Operating on three gauges broad gauge (1676 mm) meter gauge (1000 mm) and narrow gauge (762 and 610 mm), trains in India carry more than 12 million passengers and more than a million tons of freight everyday during the year 20062007. Broad gauge although forming 64.5 percent of freight output and 89.6 per cent of the passenger output 2006-2007. Almost all the double/multiple track sections and electrified routes the on broad gauge. 14,579 route kms constituting over 19.5 percent of the total network and 30 per cent of broad gauge network of Indian Railway is electrified. This carries approximately. 41 percent of the passenger traffic and 52 percent of the freight traffic on Indian Railways. Indian Railways has nearly 1,21,699 bridges of which 10799 are major bridges. In 2006-2007, 384 bridges were rebuilt or rehabilitated and 270 strengthened or re-girder. The transport effort is sustained through the use of 7429 lo motives, 253,186 wagons and 40,775 coaching vehicles. 1,56,846 telephone exchange lines,

12

18,445 long haul Kms., 1,730 optical fiber communication route Kms and over 8,54,613 trunk tele channels Kms distinguishes Indian Railway telecom network. Indian Railway system has developed a capacity to carry 441,58 million tons of originating revenue earning traffic which in terms of transport output is 284.27 billion NT Kms (net tone kilometers). During 2006-2007 the revenue earning freight traffic moved by railways was 420.9 2006-2007 was 4411 million tons. Indian Railways dates back to the British RAJ The idea of establishing rail network in India was first mooted by the British authority in consideration of the huge size of the country, mixed with political, strategic and economic expediencies. Britain needed a fast and reliable transport system for troop movement (to counter armed rebellion) and for exploitation of the vast resources of India. Thus the first railways in the sub-continent came into being on 16th April, 1853. It ran over a stretch of 21 miles from Bombay to Thane amidst the loud applause of a vast multitude and the salute of 21 guns. Shortly after, the first passenger train steamed out of Howrah station destined for Hooghly, a distance of 24 miles on 15th August 1854. Since then the Indian railways has not looked back and made impressive strides in shouldering a major share of transportation needs in the country. In a short period, the Indian Railways has earned the distinction of being the largest railway network in the world. Operating on more than 1,07,000 track kilometers, it carries more than 11 million passengers in a day and transport 40% of the freight. It consists of 63,030 route kms, comprising of 44,780 kms or broad gauge, 14990 kms of meter gauge and 3,260 kms of narrow gauge. Electrified route kms is 14,856. There are 6853 stations and 15.45 lakhs employees. IR operates 11000 trains daily of which 7500 are passenger trains.

Organizational Structure
The headquarters of the Indian Railways is in Delhi. Is a department of the Government, being owned and controlled by the Government of India, via the Ministry of Railways rather than a private company. As of 2009, the Railway Ministry is currently headed by Mamata Banerjee, the Union Minister for Railways and assisted by two junior Ministers of State for Railways. Indian Railways is administered by the Railway Board, which has a financial commissioner, five members and a chairman.

13

Each of the sixteen zones, as well as the Kolkata Metro, is headed by a General Manager (GM) who reports directly to the Railway Board. The zones are further divided into divisions under the control of Divisional Railway Managers (DRM). The divisional officers of engineering, mechanical, electrical, signal & telecommunication, accounts, personnel, operating, commercial and safety branches report to the respective Divisional Manager and are in charge of operation and maintenance of assets. Further down the hierarchy tree are the Station Masters who control individual stations and the train movement through the track territory under their stations administration. In addition to the zones, the six production units (PUs) are each headed by a General Manager (GM), who also reports directly to the Railway Board. The Production Units are: Chittaranjan Locomotive Works, Chittaranjan Diesel Locomotive Works, Varanasi Diesel-Loco Modernization Works, Patiala Integral Coach Factory, Chennai Rail Coach Factory, Kapurthala Rail Wheel Factory, Bangalore In addition to this the Central Organization for Railway Electrification (CORE), Metro Railway, Calcutta and construction organization of NF Railway are also headed by General Manager. CORE is located at Allahabad. This organization undertakes electrification projects of Indian Railway and monitors the progress of various electrification projects of Indian Railway and monitors the progress of various electrification projects all over the country. Apart from these zones and production units, a number of public Sector Undertakings (PSU) are under the administrative control of the ministry of railways. These PSU units are: 1. Dedicated Freight Corridor Corporation of India 2. Indian Railways Catering and Tourism Corporation 3. Konkan Railway Corporation 4. Indian Railway Finance Corporation 5. Mumbai Rail Vikas Corporation 6. Railtel Corporation of India-Telecommunication networks 7. RITES Ltd.-Consulting Division of Indian Railways 14

8. IRCON International Ltd.-Construction Division 9. Rail Vikas Nigam Limited 10. Container Corporation Limited Centre for Railway Information Systems is an autonomous society under Railway Board, which is responsible for developing the major software required by Indian Railways for its operations.

15

ORGANISATIONAL STRUCTURE CHART

Ministry of Railways

Minister of State for Railways- MOS(R)

Minister of State for Railways- MSR (D)

Minister of Railways Chairman of Railway Board

Member Electrical

Member Staff

Member Engineering

Member Mechanical

Member Traffic

Financial Commissioner

Director-General Rly Health Service

Director-General RPF

Estt Matters

Admn. Matters

Secretary

Zonal Railways

New Zonal Railways GMs/ODSs [

Production Unit General Manager

Other Units

Public Sector Undertakings (PSUs)

General Manager Central Eastern Northern North Eastern Northeast Frontier Southern

General Managers NF Railway (Construction) Metro Railway Kolkata Central Organization for Railway Electrification Director-General RDSO Railway Staff College CAO (R) Central Organization for Moderation of Workshop IRON RITES CRIS CONCOR IRFC KRC IRCTC RCIL MRVC IRWO

East Central East Coast North Central North Western South Western West Central Rilaspur Zone

Chittaranjan Locomotive Works Diesel Locomotive Works Integral Coach Factory Rail Coach Factory Wheel and Axle Plant CAO (R)

South Central South Eastern Western

16

TATKAL SCHEME
The introduction of 'Tatkal' Scheme by Indian Railways has been proved beneficial for latecomers. 'Tatkal' is an emergency reservation scheme. The 'Tatkal' scheme is applicable to more than 100 trains throughout India. Under this scheme, people can book their tickets just 2 days before the actual date of journey, excluding the date of journey, w.e.f 01/08/2009. The booking for 'Tatkal' opens at 08:00 hrs IST two days prior to the definite date of journey. For example, for train leaving on 6th, Tatkal Booking will commence at 8 AMon4th.

TATKAL CHARGES.
The Tatkal Charges have been fixed as a percentage of fare at the rate of 10% of basic fare for second class and 30% of basic fare for all other classes subject to minimum and maximum as given in the table below: Maximum Tatkal charges (in Rs) 15 150 150 300 300 300

Classes Second(sitting) Sleeper A/C chair car A/C 3 Tier A/C 2 tier Executive

Minimum Tatkal charge (in Rs) 10 75 200 20 200 200

Things to be kept in mind before going for 'Tatkal Scheme'

'Tatkal' bookings are permitted in all classes except First class A/C. Executive Class of Shatabadi Express trains now come under the purview of Tatkal facility. Tatkal tickets will be issued for actual distance of travel, instead of end-toend, subject to the distance restriction applicable to the train. Identity proof is not required under 'Tatkal' scheme in any case. One cannot opt for Ladies and General quota with 'Tatkal' quota. One must check for 'Tatkal' quota in advance because for some trains/ class/ locations 'Tatkal' quota could not be available. In 'Tatkal' booking, no concessions are allowed, not even to senior citizens.

17

The delivery time for 'Tatkal' tickets remains the same like normal tickets, so it is recommended to book tickets considering the delivery time. Change of name is not allowed on the bookings made under this scheme. Reservation under this scheme would be offered till the time of charts preparation. On cancellation of ticket, one would receive an amount of 25% of total fare charged on non-confirmed ticket (excluding Tatkal Charges). The ticket can be cancelled up to 24 hrs before the scheduled time for the departure of train. No refund would be granted on the confirmed 'Tatkal' tickets, if cancelled within 24 hrs of the scheduled departure.

As announced by Hon'ble Minister of Railways while presenting Railway Budget 2009-10 in the parliament on 03-07-2009, it has been decided to reduce Tatkal Charges as given below:The Tatkal Charges have been fixed as a percentage of fare at the rate of 10% of Basic fare for second class and 30% of basic fare for all other classes subject to Minimum and maximum as given in the table below

Minimum Tatkal Class of Travel Second (sitting) Sleeper A/C Chair Car A/C 3 Tier A/C 2 Tier Executive

Maximum Tatkal Charges (In Rs.) 15.00 150.00 150.00 300.00 300.00 300.00

Charges (In Rs.) 10.00 75.00 75.00 200.00 200.00 200.00

The above charges will be levied uniformly both in peak period & nonpeak periods.
Tatkal tickets will be issued for actual distance of travel, instead of end-to-end, subject to the distance restriction applicable to the train. The same Tatkal berth/seat may be booked in multiple legs till preparation of charts. At the time of

18

preparation of charts, unutilized portion may be released to the General RAC/Waiting list passengers.

Tatkal facility will be introduced in Executive Class of Shatabadi Express

trains

also, by earmarking 10% of the accommodation available i.e. 5 seats per coach.

Tatkal booking opens at 8 AM on Two days in advance actual date of journey excluding date of journey w.e.f. of 01-08-2009, e.g. for train leaving on 6th, Tatkal Booking will Commence at 8 AM on 4th. No identity proof is required to be produced by the passenger seeking reservation under Tatkal scheme neither at the time of booking nor during the journey. The facility of change of name is not permitted on the bookings made under Tatkal scheme. For the purpose of granting refunds & issuing TDRs for W/L, the time limit will be the same as applicable for refund of normal tickets.

REFUNDS

A flat refund of 25% of total fare charged on the ticket, excluding Tatkal charge is granted on cancellation of Tatkal ticket, which is presented for cancellation upto 24 hours before the scheduled departure of the train. However, full refund of fare and Tatkal charges will be granted on the tickets booked under Tatkal scheme in the following circumstances:If the train is delayed by more than 3 hours at the journey originating point of the passenger & not the boarding point if the passenger's journey originating point and boarding point are different. If the train is to run on a diverted route and passenger is not willing to travel If the train is to run on diverted route and boarding station or the destination or both the stations are not on the diverted route. In case of non attachment of coach in which Tatkal accommodation has been earmarked and the passenger has not been provided accommodation in the same class . If the party has been accommodated in lower class and does not want to travel. In case the party travels in lower class, the passenger will be given refund of difference of fare and also the difference of Tatkal charges, if any.

19

CHAPTER- IV ANALYSIS AND INTERPRETATIONS TABLE- I AGE OF THE RESPONDENTS

S.No 1. 2. 3. 5. Age Less than 20 Years 20-40 Years 40-60 Years Above 60 Years Total No of Respondents 2 55 23 20 100 Percentage 2 55 23 20 100

INFERENCE: From the above table it is found that 55% of the respondents belong to the age group of 20-40 years, 23% of the respondents belong to the age group of 40-60 years, 20% of the respondents belong to the age group above 60 years, 2% of the respondents belong to the age group less than 20%. It can be concluded that majority(55%) of the respondents belong to the age group of 20 to 40 years.

20

TABLE- II GENDER OF THE RESPONDENTS S.No 1. 2. Male Female Total INFERENCE From the above table that out of the total respondents taken for study, 60% of respondents are Male and 40% of them are Female, It can be concluded that majority (60%) of the respondents are Male.

Gender

No of respondents 60 40 100

Percentage 60 40 100

21

TABLE- III EDUCATIONAL QUALIFICATION OF THE RESPONDENTS S.No 1. 2. 3. 4. 5. Educational Qualification No formal education Up to higher secondary Graduate Post Graduate Professional Total No of respondents 0 0 40 40 20 100 Percentage 0 0 40 40 20 100

INFERENCE From the above table it is found that out of the respondents 42% are graduates and 38% a re Post Graduate, 20% of the respondents are Professionals. It could be observed that majority (40%) of the respondents are Graduate and Post Graduate.

22

TABLE-IV OCCUPATIONAL STATUS OF THE RESPONDENTS

S.No 1. 2. 3. 5. 6. Occupational status Agriculture Business Employed Professionals Others Total No of respondents 0 28 40 4 28 100 Percentage 0 28 40 4 28 100

INFERENCE From the above table it is found that out of total respondents taken for the study, 40% of the respondents are employed, 28% of the respondents do Business and other 4% of the respondents are Professional. It could be observed that majority (40%) of the respondents are Employed.

23

TABLE-V MONTHLY INCOME OF THE RESPONDENTS

S.No 1. 2. 3. 4. Monthly Income level Below Rs.10000 Rs.10000 Rs.20000 Rs.20000-Rs.30000 Rs.30000 above Total No of respondents 3 46 30 21 100 Percentage 3 46 30 21 100

INFERENCE From the above table it is found that out of total respondents taken for the study, 46% the respondents have income between Rs.10,000- Rs.20,000, 30% of the respondents have income between Rs.20,000- Rs.30,000, 21% of the respondents have income above Rs.30,000, and the remaining 3% of the respondents have income below Rs.10,000. It is concluded that majority (46%) of the respondents monthly income range between Rs.10000 - Rs.20000.

24

EXHIBIT: 1 MONTHLY INCOME OF THE RESPONDENTS

50 45 No.of.Respondents 40 35 30 25 20 15 10 5 0 Below Rs.10000 Rs.10000 Rs.20000 Rs.20000Rs.30000 Rs.30000 above

25

TABLE-VI SOURCE OF AWARENESS TOWARDS TATKAL SCHEME S.No 1 2 3 4 Knowing Level Online Friends & Relatives Agents Media Total No of Respondents 20 60 20 0 100 Percentage 20 60 20 0 100

INRERENCE From the above table, it is clear that out of respondents taken for study, 60% of the respondents came to know about Tatkal system through Friends & Relatives, and 20% of them through Online & Agents. It is concluded that the majority (60%) of the respondents came to know about through Friends and Relatives.

26

EXHIBIT: 2 KNOWLEDGE ABOUT TATKAL SCHEME

70 60 50 40 30 20 10 0 Online Friends & Relatives Agents Media

27

TABLE-VII FREQUENCY OF TRAVEL BY TRAIN

S.No 1. 2. 3. 4. Travel level Weekly Monthly Rarely Occasionally Total No of respondents 0 20 20 60 100 Percentage 0 20 20 60 100

INFERENCE From the above table it is clear that out of total respondents taken for the study, 60% of the respondents travel occasionally, 20% of the respondents travel monthly and the remaining 20% travel rarely. It is concluded that majority (60%) of the respondents travel occasionally by train.

28

EXHIBIT: 3 FREQUENCY OF TRAVEL BY TRAIN

70 60 50 40 30 20 10 0 Weekly Monthly Rarely Occasionally

29

TABLE-VIII PREFERENCE TOWARDS CLASS OF TRAVEL

S.No 1. 2. 3. 4. Class Three tier A/C Two tier A/C A/C Chair Car Second class Total No of respondents 26 27 23 24 100 Percentage 26 27 23 24 100

INFERENCE From the above table it is clear that out of total respondents taken for the study, 27% of the respondents prefer two tier A/c, 26% of the respondents prefer three tier A/C, 24% of the respondents prefer to travel in second class. and the remaining 23% of the respondents prefer A/C chair car, From the above table it is understood that majority (27%) of the respondents prefer to travel by two tier A/C.

30

EXHIBIT: 4 PREFERENCE TOWARDS CLASS OF TRAVEL

Class To Travel
28 27 26 25 24 23 22 21 Three tier A/C Two tier A/C Two tier A/C A/C Chair Car A/C Chair Car Second Class Second Class 26 24 23 27

Three tier A/C

31

TABLE-IX PURPOSE OF TRAVEL

S.No 1. 2. 3. Purpose of travel Business Official Tours Total INFERENCE From the above table it is clear that out of total respondents taken for the study, 64% of the respondents travel for official purpose, 32% of the respondents travel for Business purposes and remaining 4% of the respondents travel for tours. It can be concluded that majority (64%) of the respondents are traveling for the purpose of Officials. No of respondents 32 64 4 100 Percentage 32 64 4 100

32

EXHIBIT: 5 PURPOSE OF TRAVEL BY TRAIN

70 60 50 40 30 20 10 0 Business Official Tours

33

TABLE- X PERSONS ACCOMPANYING FOR TRAVEL

S.No 1. 2. 3. Persons Family Friends Official/ Team mates Total INFERENCE From the above table it is clear that out of total respondents taken for the study, 64% of the respondents travel family, It can be concluded that majority (64%) of the respondents are accompanied by official/ team mates. with official/ team mates, 20% of the respondents travel with friends, and the remaining 16% of the respondents travel with No of respondents 16 20 64 100 Percentage 16 20 64 100

34

TABLE-XI TYPE OF VISIT

S. No 1. 2. 3. Type Planned visit As per the requirements Both Total INFERENCE From the above table, It is clear that out of respondents taken for study, 56% of them make planned visit, 32% of them make visit as per the requirements, 12% of them make both type of visits. It can be concluded that majority (56%) of the respondents Planned Visit. make No of respondents 56 32 12 100 Percentage 56 32 12 100

35

TABLE-XII TYPE OF RESERVATION METHOD

S.No 1. 2. 3.

Type of Reservation Book in advance Book in TATKAL scheme Both Total

No of respondents 52 40 8 100

Percentage 52 40 8 100

INFERENCE From the above table, It is clear that out of respondents taken for study, 52% of them book in advance, 40% of them book in Tatkal scheme, and the remaining 8% of them adopt both type of reservation system, It can be concluded that majority (52%) of the respondents prefer to Book in advance.

36

EXHIBIT: 6 TYPE OF RESERVATION METHOD

37

TABLE- XIII FACTORS INFLUENCING TO TRAVEL BY RAILWAY

S.No 1. 2. 3. 4. 5. Prefer to travel Status symbol Safety Comforts Economical Fast mode of transport Total Frequency 4 8 48 32 8 100 Percentage 4 8 48 32 8 100

INFERNCE From the above table, It is clear that out of respondents taken for study, 48% of them prefer for comforts, 32% of them prefer for economical purpose, 8% of them prefer for safety,8% of them prefer for fast mode of transport, and remaining 4% of them prefer for status symbol, It can be concluded that majority (48%) the respondents prefer due to Comforts in travel by train.

38

TABLE-XIV RESERVATION OF TATKAL SCHEME S.No 1. 2. 3. Reserving Method Online At the Railway station Agency Total INFERENCE From the above table, it is clear that out of respondents taken for study, 47% of them through online. 40% of them make reservation at the railway station, 13% of respondents through agency. It can be concluded that majority (47%) of the respondents prefer to make reservation in online. Frequency 47 40 13 100 Percentage 47 40 13 100

39

Application of satatistical analysis Chi-Square analysis In this section the Chi-square analysis is between the personal factor of the respondents and the factor relating to consumers attitude in preference of in TATKAL Scheme. All the tests applied at 5% level of significance and the results are presented with suitable hypothesis and relevant interpretation The various aspects related to aspects related to TATKAL scheme. Respondents Occupational status and purpose of travel. Respondents Purpose of travel and income level. Respondents type of reservations and educational qualification. Respondents Class of travel and monthly income. Respondents age and type of reservation. The other factor consider for the analysis regarding the attitude are given below: A passenger satisfaction towards TATKAL scheme of Indian Railway Reservation system

40

HYPOTHISIS: Occupational status has significant influence on respondents in purpose of travel. TABLE - XVI Purpose of Travel Occupational Status Agriculture Business Employed Professionals Others Total 10 20 2 32 17 19 3 25 64 1 1 1 1 4 0 28 40 4 28 100 Business Official Tours Total

The calculated value of chi square = 21.24645 The table value of chi square = 15.5073 As the calculated value of the chi-square is greater tabulated value of chi square at 5% level of significant. Hence the hypothesis is accepted (Significant)

41

HYPOTHISIS: There is no significant influence between respondents in income level and purpose of travel TABLE- XVII Purpose of Travel Income Level Below Rs.10000 Rs.10000 Rs.20000 Rs.20000-Rs.30000 Rs.30000 above Total 1 13 12 6 32 1 31 17 15 64 1 2 1 4 3 46 30 21 100 Business Official Tour Total

The calculated value of chi square = 9.1770 The table value of chi square =12.5916 As the calculated value of the chi-square is less then the tabulated value of chi square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)

42

HYPOTHISIS: There is no significant influence between respondents in educational qualification and types of reservation TABLE- XVIII Types of Reservation Educational Qualification No formal education Up to higher secondary Graduate Post Graduate Professional Total Book in Advance 24 19 9 52 Book in TAKKAL Scheme 14 19 7 40 2 2 4 8 0 0 40 40 20 100 Both Total

The calculated value of chi square = 0.3808 The table value of chi square = 15.5073

As the calculated value of the chi-square is less then the tabulated value of chi square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)

43

HYPOTHISIS: There is no significant influence between respondents in monthly income and class of travel TABLE-XIX Class of Travel Monthly Income Below Rs.10000 Rs.10000 Rs.20000 Rs.20000-Rs.30000 Rs.30000 above Total Three tier A/C 22 2 2 26 Two tire A/C 1 4 10 12 27 A/C Chair Car 12 6 5 23 Second class 2 8 12 2 24 3 46 30 21 100 Total

The calculated value of chi square = 3.08126 The table value of chi square =16.9190 As the calculated value of the chi-square is less then the tabulated value of chi square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)

44

HYPOTHISIS: There is significant influence between respondents in age and type of reservation. TABLE XX Type of Reservation Age Less than 20 Years 20-40 Years 40-60 Years Above 60 Years Total Three tier A/C 1 13 2 10 26 Two tire A/C 22 3 2 27 A/C Chair Car 1 12 6 4 23 Second class 8 12 4 24 2 55 23 20 100 Total

The calculated value of chi square = 26.53317 The table value of chi square = 16.9190 As the calculated value of the chi-square is Greater then the tabulated value of chi square at 5% level of significant. Hence the hypothesis is accepted (Significant)

45

CHAPTER V FINDINGS, SUGGESTIONS AND CONCLUSION

Majority of the respondents belong to the age group of 20-40 years, are male, employed, and professionals. Graduates, earning the monthly income between Rs. 10,000- 20,000. Majority (48%) of the respondents prefer Railway service for comfort. Majority (64%) of the respondents prefer railway station for reservations. Majority (60%) of the respondents know Tatkal scheme through friends and relations. Majority (52%) of the respondents prefer to book in advance. Majority (60%) of the respondents travels occasionally. Majority (40%) of the respondents prefer three tier a/c. Majority (64%) of the respondents prefer to travel for official. Majority (64%) of the respondents are accompanied by family members. Majority (56%) of the respondents prefer planned visit.

46

SUGGESSTIONS The recommendations are presented in the following lines based on the results of the study and the opinion given by the respondents in the discussion held with them during the conduct of study.

Service at booking centre It is understood from the study that the services and behavioral part of

employees at booking centers need to be improved. Though it is a place where the tickets are being sold, it is important that the customers need to be treated properly and issue of tickets must be done quickly.

Refund of ticket money It is understood from the customers that refund during cancellation made by

railways is not reasonable particularly when Tatkal ticket is returned. Hence it is suggested to the railway authorities to consider the above and refund procedures at least to that of other tickets. Otherwise, this will discourage the customers in booking tickets in Tatkal scheme.

47

CONCLUSION
Transport service system has become an integral part of common mans life, people travel from one place to another place due to personal or official purpose through the mode which is convenient to them. Among the various transport modes, rail transport is often chosen by customer in view of cost and convenient factors. However it cannot be denied that road transport system also play a significant role in providing services to customers. In fact, in all parts of the state / country, road facility has been fairly provided but not equally in train services. Yet, people use railway services in available routes largely and fully and as a result, there is a heavy crowd utilizing train services. This being the case, railway has to take necessary steps for accommodating large amount of passengers and provide them better services. If the services are not up to the passenger expectations, it is possible, that passengers may find alternative traveling mode even through traveling in train is more convenient to them. Like other business organizations, Indian railways need to work on every aspect of providing services to the entire satisfaction passengers, because it is not merely a service but their business and they also need to earn profit. In future, any change may take place to replace one service with another hence, marketing become necessary in railway service too.

48

BIBLIOGRAPHY
BOOKS

Agarwal, A.K. Managing Indian Railways, MANAS publications 2004. Agarwal, v.k. Indian Railways, A Profile since Independence, January, 2005.

ARTICLES AND JOURNALS

John Gabriel S. and suresh Babu.M, passenger Reservation system in the Indian railways, The journal of Institute of public enterprise, vol.28 (1&2), Jan-Mar, Apr-June-2005, pp77-84. The Indian journal of public opinion vol xl-vi, no.8, March, 2007. The journal of institute of public enterprises vol.29, July-Dec 2006, pp3-4. Arvind sharma, Electric Traction on Indian Railway changing perspectives and issues,- Indian Railways, April-2003. Govindarajan K.R, RCF- towards faster and safer travel Indian Railways, April 2002.

WEBSITES

www.indianrail.gov.in www.indianrailways.gov.com www.thehindubusinessline.com www.wikipedia.ory

49

A STUDY ON PASSENGER SATISFACATION TOWARDS TATKAL SCHEME OF INDIAN RAILWAY RESERVATION SYSTEM 1. Name: 2. Age: a) Less than 20 c) 40-60 3. Sex: a) Male 4. Educational qualification a) No formal education c) Graduate 5. Occupational status: a) Agriculture c) Employed 6. Monthly income: a) Below Rs 10,000 c) Rs 20,000-30,000 b) Rs.10,000 -20,000 d) Above Rs. 30,000 b) Business d) Professionals e) Others b) Upto higher secondary d) Post graduate e) Professional b) Female b) 20-40 d) Above 60

7. How did you came to know about Tatkal scheme a) Online c) Agents 8. How often you travel by train a) Weekly c) Rarely 9. In which class do you travel a) Three tier a/c c) A/C Chair car b) Two tier a/c d) Second class b) Monthly d) Occasionally b) Friends & Relations d) Media

10. State the purpose of travel by train a) Business b) Official 50 c) Tours

11. Who are the persons mostly travel along with you a) Family b) Friends c) Official/ Team mates

12. What is your type of visit a) Planned visit b) As per the requirements

13. What type of reservation you mostly follow a) Book in advance b) Book in Tatkal scheme c) Both

14. Why do you prefer to travel in railway a) Status symbol d) Economical b) Safety c) Comforts

e) Fast mode of transport

15. How do you reserve the ticket in Tatkal scheme a) Online b) At railway station c) Agency

16. Are you aware of the following aspects related to Tatkal scheme S.NO 1 2 3 4 5 6 PARTICULARS Tatkal booking permitted to all class except first class a/c Tatkal charge is addition to normal fare Tatkal ticket can be booked only two days in advance No concession for Tatkal scheme Refund of 25% of total charge on ticket cancellation ( with in 24 hrs) Different Tatkal charges for peak season & non peak season AWARE NOT AWARE

17. State your level of satisfaction towards Tatkal scheme S.NO 1 2 3 4 PARTICULARS Availability of ticket while booking in Tatkal scheme No. of days to book before travel (2 days ) No. of seats available in Tatkal quota Cancellation procedures/ formalities in Tatkal scheme S = satisfied NS= Not satisfied HS S NS

Hs = Highly satisfied

51

18. Problems faced in booking tickets in Tatkal scheme S.NO 1 PARTICULARS ONLINE RESERVATION A. Lack of awareness regarding usage B. Security in cash payment C. Downloading problems 2 AT RAILWAY STATION A. Time consuming B. Non availability of tickets C. Poor service of staffs 3 AGENTS A. High commission charged B. Not reliable C. Misuse of tickets D. High risk A= Agree DA= Dis Agree 19. Your suggestions for improving Tatkal scheme ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------A DA

52