183

Chapter 5
PASSENGER SATISFACTION ASSESSMENT IN
DIVISIONS OF SOUTHERN RAILWAY

5.1 INTRODUCTION
Indian railways network provides convenient, reliable and economical
means of transportation to millions of people. Though bulk of revenue of the
railways is generated from freight transport, passenger transport is the more
visible face of Indian railways as it directly touches the lives of millions who
avail rail passenger transport services. Operations of Indian Railways have
direct impact on passengers including introduction and maintenance of
trains. Though efforts are made by Indian Railways to provide more
amenities provided to the passengers, certain issues needs to be considered.
Railways need to undertake measures to improve their services so as to
prevent transfer of commuters from railways to other modes of transit.
The universe in this study of passenger satisfaction assessment is
the entire population of the country; hence a definite statistically sound
sample was not feasible. To evaluate the passenger satisfaction towards
Indian Railways, a sample survey is conducted in the two divisions of
Southern zone of Indian Railways through a random sample of 300
respondents, selected from Thiruvananthapuram and Palakkad divisions.

184

The divisions are confined to the states of Kerala, Tamil Nadu and part of
Karnataka. Thiruvananthapuram division is a passenger oriented division
and earns greater revenue through passenger transit. Of the total 81 railways
stations in the division, 3 stations belong to A1 category, 10 to A category, 5
to B category, 18 to D category, 36 to E category and 9 to F category.
Palakkad railway division has 89 railway stations in its jurisdiction. There is
1, A1 category station, 11 A category stations, 3 B category stations, 14 D
category stations, 36 E category stations and 24 F category stations. Stations
are classified on the basis of revenue obtained by each station. One station
from each category is selected for the purpose of the study in the two
divisions. The stations selected from the Thiruvananthapuram division are
Thiruvananthapuram Central (A1), Ernakulam Town (A), Guruvayur
(B),Wadakancheri (C), Ettmannur (D) and Ezhupunna (halt) (F). The
stations selected for the study from Palakkad division are Kozhikode (A1),
Mangalore Junction (A), Quilandy (B), Kumbala (D), Kottikulam (E) and
Kalanad (F). The study was conducted during the period January 2012March 2012, with 150 respondents from each division. The data are
collected through structured schedule consisting of 78 questions which
measured passenger satisfaction in various aspects of Indian Railwaysonline ticketing/ bookings, ticketing/ booking, train fare, information
transmission in railway stations, support for the disabled and elderly persons
in railway stations, behaviour and attitude of railway staff, facilities and
maintenance in railway stations, linkage with other modes of transport
,security at railway station ,train schedules, information transmission in
trains, services and maintenance in trains, food and refreshments in trains,
support to ladies/disabled/elderly in maintenance in trains, security on board.
Suggestions and opinions of the passengers were also collected. The
schedule has been constructed on five point Likert scale with satisfaction
levels from the highest to the lowest. Likert scale enables to quantify
opinion based items. The maximum score of 4 was given to the best,

185

followed by 3, 2, and 1 to the lower level of satisfaction. For no opinion

answers, the score assigned is 0. The questionnaire is analysed using
statistical index and variables are graded into different levels of passenger
satisfaction. Passenger satisfaction is high for variables with index scores
ranging from 66.66 - 100, moderate for index scores ranging from 33.3366.66 and low index scores ranging from 0-33.33. A brief profile of the
respondents collected through the sample is given in table 5. 1.
Table 5. 1
Sample frame
Sl.
No.
1

Title
Sex

Category

Male
Female
2
Age
18-24
25-39
40-55
56 and above
3
Nature of residence Urban
Rural
Semi urban
4
Educational
+2
qualification
Degree
Post Graduate
Professional qualification
5
Occupation
Self employed
Salaried
Business
Professional
Others
6
Monthly income
Less than 10000
10000-20000
20000-30000
30000-50000
50000 and above
7
Marital Status
Married
Unmarried
Widow
Divorcee
8
Number of members 2-3
in the family
4-7
8 and above
Source :Primary survey.

Number of
respondents
167
133
31
112
101
56
202
45
53
47
110
91
52
24
112
41
33
90
85
77
56
41
41
225
65
9
1
75
216
9

Percent
55.57
44.33
10.33
37.33
33.67
18.67
67.33
15
17.67
15.67
36.67
30.33
17.33
8
37.33
13.67
11
30
28.33
25.67
18.67
13.67
13.67
75
21.67
3
0.3
25
72
3

186

Table 5.1 indicates that 55.57 percent respondents are males and 44.33
percent are females. 37.33 percent of the respondents fall in the age group
25-39 and 33.67 respondents fall in the age group 40-55. Majority of
passengers are middle aged. 67.33 percent come from urban areas and 15
percent and 17.67 percent from rural and semi urban areas respectively.
36.67 percent of respondents are graduates and 30.33 percent of the
respondents are post graduates. 15.67 percent have qualification up to +2
and 17 percent have professional qualification. Salaried persons constitute
37.33 percent of respondents. 13.67 percent of the respondents are doing
business and 30 percent form others comprising of housewives, students,
unemployed and retired. 54 percent of the respondents earn income less than
20000, 27 percent earn income above 30000.75 percent of respondents are
married. 72 percent of the respondents have a medium size family of 4-7. To
sum up it is noted that majority of passengers are males in the age group 2539 belonging to urban areas. A large percentage is graduates and salaried
class belonging to middle class section of the society. Salaried class who
operate daily or weekly between place of work and their homes constitute a
large part of rail travelers. Middle income groups find railway as a cheap
and convenient mode of transit. Rural population has difficulty in
approaching railway stations hence they are more dependent on road transit.
Table 5.2 points out that 43.67 percent of respondents travels 2-3
times yearly, 28 percent travels 2-3 times monthly and 11 percent travel
daily. 9.67 percent rarely travels by train. 87 percent of respondents are not
season ticket holders. 60.33 percent of the passengers travel by II class and
14 percent travel by III tier AC. Businessmen and professionals generally
opt for higher classes of travel for better facilities. 29.33 percent of the
respondents have marked others as purpose of travel. This includes
pilgrimage, visits to native place and relative houses. 26.33 travel mainly in
trains for leisure. 24 percent of the respondents travel mainly to their place
of work. Railways are preferred by 51.33 percent of respondents as they are

187

convenient. 29.33 percent opt railways as means of travel as it is economical

compared to other means of public transport.14 percent has opted railways
as it is comparatively more secure.
Table 5. 2
Respondents and train Travel
Sl.
No.
1

2
3

Title

Category

Frequency of Daily
Travel
2-3 times weekly
2-3 times monthly
2-3 times yearly
Rarely
Season ticket Yes
holder
No
Class of
II tierAC
Travel
III tierAC
I class
II class
Purpose of
Work
travel
Education
Business
Leisure
Others
Prefer
Convenient
railways
Secure
Faster
Economical
Punctual
Other mode Private vehicle
of travel
Bus
preferred
Airways
Waterways

Source : Primary survey.

Number of
respondents
33
23
84
131
29
39
261
41
42
36
181
72
28
33
79
88
154
42
15
88
1
158
134
8
-.

Percent
11
7.67
28
43.67
9.67
13
87
13.67
14
12
60.33
24
9.33
11
26.33
29.33
51.33
14
5
29.33
0.33
52.67
44.67
2.67
-

188

Private vehicle is opted as alternate means of transport by 52.67

percent of respondents. 44.67 percent prefer bus and only 2.67 percent prefer
airways as an alternative to railways. It may be inferred that majority of
respondents travels 2-3 times yearly but prefer to travel in II class since it is
cheaper than other classes. Respondents have opted railways mainly for
other purposes, leisure and work. Convenience and cheapness has attracted
the respondents towards rail travel. Majority of the respondents have pointed
out private vehicle or bus as alternatives to railways.
5.2 ONLINE TICKETING/BOOKING
With the computerization of Indian Railways the convenience of
online ticketing and booking has been enhanced. It is easier for the
passengers to book for different trains online. IRCTC is most popular rail
booking website and also provides information of reservation status, arrival
and departure of trains, fares and so on. Online ticketing provides i ticketing,
e ticketing and tatkal reservation facilities. E- tickets are send to the
commuters email id and the passenger can print the tickets instantly. The
i-tickets are similar to tickets in the booking counter and the tickets booked
online are couriered to the addressee.
Table 5.3
Online ticketing/booking - level of passenger satisfaction
Sl.No Title
1* 2* 3* 4* 5#
1
Convenience of e ticketing
50 136 83 22 9
system
2
Convenience of i ticketing
14 107 89 17 73
system
3
Refunding system in e
15 119 134 18 14
ticketing
Source: Primary Survey.
* 1 to 4 depicts degrees of satisfaction from highest to lowest
# No opinion
^ 1x 4+ 2 x 3+3 x 2+4 x 1+5 x 0 X 100
1200

Index^ Rank
66.33

47.67

III

58.58

II

189

Table 5.3 points out the level of passenger satisfaction on the basis
of the online ticketing/ booking. Passengers are moderately satisfied in the
case of the three variables under online ticketing/ booking with index
ranging from 66.33 for e-ticketing system to 47.67 for i-ticketing system.
Majority of the passengers have high degree of satisfaction for e ticketing;
some have low satisfaction for the system. It may be due to lack of
knowledge about the system or the difficulty in getting access to the sites
providing the e-ticketing facilities. Comparative ease of accessing to the
ticketing process, minimum service charge and increased availability of
computer and printer facilities are pointed out as advantages of e-ticketing.
A good number of the respondents are moderately satisfied with the
refunding system in e-ticketing. Despite minor errors the passengers feel that
they are of advantage to them. The i-ticketing facilities show comparatively
low satisfaction, this is attributed to lack of awareness on the part of
passengers about the advantage of i-ticketing system and further e ticketing
is found to be more user friendly than i-ticketing. 1Proposal is made in
Railway Budget 2012-13 to enhance internet ticketing time from 0030 hours
to 2330 hours and to make e-ticketing possible through mobile phones. To
enhance the speed of ticket reservation next generation eticketing system has
been proposed which support 7200 tickets a minute as against present 2000
per tickets per minute today.
5.3 TICKETING/ BOOKING
Even though online ticketing has become a great hit with the rail
passengers, the crowd in the ticketing counters is not less. The introduction
of automatic ticket vending machines also relieves the passengers of the rush
in the platforms. Moreover issues related to ticketing should be simplified
for the convenience of the passengers.

190

Table 5. 4
Ticketing/booking - level of passenger satisfaction
Sl.
No
1
2
3
4
5
6

7
8
9

Title
Provision of Tatkal
reservation
Ticket booking facilities
with credit /debit cards
Advance booking facilities
Number of Ticket
Counters
Ease of buying tickets
Mechanical ticketing
devices like automatic
ticket vending machines
Refunding system in
ticketing
Ticket conversion facility
with respect to class/date
Ladies quota in ticket
booking

1*

2*

3*

4*

5# Index^ Rank

17 138 111

27

60.92

21 129 125

22

60.33

22 149 117

64.75

79

147

63

50.83

61

173

56

50.75

36

89

146 28

36.33

113 132

44

54.92

88

113

75

23

47.42

51

104

98

42

39.92

II
III
I
V
VI
IX

IV
VII
VIII

Source: Primary Survey.

Ticketing /booking and level of passenger satisfaction is depicted in
table 5.4. All the variables are ranked as moderately satisfied with index
ranging from 64.75 for advance booking facilities to 36.33 for mechanical
ticketing devices like automatic ticket vending machines. Mechanical
ticketing devices like automatic ticket vending machines are not available in
all railway stations and are often not in proper working condition in
available ones.

Thiruvananthapuram Central, Kottayam,

Ernakulam

Junction, Aluva, Thrissur, Kozhikode, Coimbatore and Mangalore Junction

have the facility of automatic ticket vending machines. Highest ranking is
given to the facilities for advance booking. The index does not move to
highly favourable category which may be attributed to manipulations and

191

blocking of tickets by agents or staff and hence advance tickets are not
accessible to ordinary passengers. Tatkal reservation comes next in ranking.
Passengers find it advantageous but they face certain problems regarding
refunding of the tickets under the Tatkal system. Further more concessions
are not provided for different categories under Tatkal reservation. Budget
2013-14 proposes reduction of advance reservation period to one day and
also restrict the issue of only one tatkal ticket per train per day to web
agents. Passengers find ticket booking facilities with credit and debit cards
helpful especially in the case of e-ticketing. But the cards of all the banks are
not accepted for e payment which causes inconvenience to the passengers.
The variable, number of ticket counters has an index of 50.83. The
passengers stress the need for increased number of ticket counters with well
trained staff to facilitate speedy delivery of tickets especially during peak
hours. The ease of buying tickets is less as passengers have to wait in long
queues in front of the counters and often miss the trains. 2The extension of
Unreserved Ticketing System (UTS), Automatic Ticket Vending Machines
(ATVMs), Coin-operated Ticket Vending Machines (CO-TVMs) and
scheme of Jan- Sadharan Ticket Booking Sevaks (JTBSs) is proposed in
Budget 2013-14 to enable speedier and easier delivery of tickets and
simplify the process of ticketing.
Ticket conversion facility needs to be improved; facilities should be
made to change classes, trains or dates without cancellation if there is
vacancy. Adequate quota should be made available for ladies in case of
ticket booking. The availability of mechanical ticketing devices can simplify
the process of ticketing and reduce the queues in front of ticket counters.
Passengers feel that the system should be made available at different points
in the station. The mechanism for refunding tickets should be simplified.

192

5.4 TRAIN FARE

Railways are preferred by majority of the passengers as it is
economical. The passenger rates of the railways are subsidized with the
enhanced rates of freight transit. Recently railways has increased its
passenger rates to provide for the increased amenities and also to meet the
increased cost of operation.
Table 5. 5
Train fare - level of passenger satisfaction
Sl.
No.
1
2

Title
Rail tariffs in relation to
classes
Concession for frequent
travelers

1*

2*

3*

4* 5# Index^ Rank

83

174 34

53.58

110 110 41 33

51.25

II

Source: Primary Survey.

Table 5.5 shows the rail fare and level of passenger satisfaction. The
index of the variables point out that the passengers are moderately satisfied.
Passengers are satisfied with the train fare since it is lower than other modes
of transport but expect that the fares commensurate with the classes and
facilities. On account of introduction on new private and low cost airlines
and consequent reduction in air ticket rates, passengers feel that fares of
higher classes in railways are more or less equivalent to airlines.
Concessions for frequent travelers (season tickets) are provided but
passengers find it necessary that railways issue at least first class season
tickets in long distance trains. Passengers feel that the train fare may be
enhanced to provide better amenities and to ensure greater passenger travel
through railways.

193

5.5 INFORMATION TRANSMISSION IN RAILWAY STATIONS

Information should be imparted to the passengers at the right time
and with accuracy. The arrival of trains, facilities available in the railway
platforms, reservation chart etc should be properly displayed for the
convenience of the passengers especially female, disabled and senior
citizens.
Table 5.6
Information transmission in railway stations - level of passenger satisfaction
Sl.
No
1

2
3
4
5
6
7

Title
Provision of information
about train
schedules/platforms
Sign Boards Display in
platforms
Clarity of electronic
information display
Frequency of
announcements
Clarity of announcements
Display of reservation
chart in the stations
Display of porter charges
in stations

1*

2*

3*

4*

5# Index^ Rank

89

156

49

54.33

III

102 139

52

55.33

II

86

147

63

51.92

VI

140 105

45

59.25

10

102 128

59

55.08

IV

101 130

58

53.08

39

101 119 40

36.83

VII

Source: Primary Survey.

All the variables in information transmission has an index between
50.00 to 60.00 except display of porter charges in stations with index of
36.83. Porter charges are not displayed prominently in all railway stations,
and hence it leads to overcharging of the passengers by the porters.
Frequency of announcements is on the top with index of 59.25.
Announcements are often made but passengers are of the opinion that the
announcements should be made reasonably well in advance and with
maximum possible clarity. Sign Board display in platforms has an index of

194

55.33. The announcements should be audible in all relevant areas of

different platforms. More simple methods such as SMS alerts, manual
response regarding enquired trains should be adopted for public
convenience. Passengers find calling 139 for online enquiry more strenuous
and time consuming.
3

Proposal is made in the Budget 2013-14 to provide SMS alerts to

passengers on update reservation status. Arrangements should be made to

provide information in all platforms and display sign boards indicating
general utility services available on all platforms and railway stations. Hard
copy of the reservation chart may be displayed for the benefit of passengers
from rural areas.
5.6 SUPPORT FOR DISABLED AND ELDERLY PERSONS
Large number of passengers travelling by train are elderly people, as
they find it comfortable rather than travelling by other modes. But there are
certain problems faced by senior citizens and differently abled in the railway
platforms which needs to be addressed.
Table 5. 7
Support for disabled and elderly persons - level of passenger satisfaction
Sl.
No.
1
2

Title
Concession for senior
citizens
Provision of ramps and
wheel chairs for
disabled passengers
Assistance and
information for disabled
or elderly people

1*

2*

3*

4*

5# Index^ Rank

17

123 106

40

14

57.42

44

110 129 11

42.08

II

39

106 144

41.08

III

Source: Primary Survey.

Table 5.7 shows the level of passenger satisfaction on the basis of
support for disabled and elderly persons in railway stations. All the variables

195

indicate that the passengers are moderately satisfied. Concession for senior
citizens is at the top of the ranking with index of 57.42. Passengers are
satisfied with the concession facilities in fare offered by railways to the
senior citizens and disabled. But passengers are aggrieved with regard to non
availability of concession in Tatkal reservation. Passengers opine that there
is lack of adequate ramps and wheel chairs and facilities for inter platform
transfer for free movement of the aged and the disabled. Assistance and
information for disabled or elderly people has an index of 41.08. Moreover
assistance is not provided to these categories which hinder their mobility and
hence prefer to travel by private vehicles by incurring higher expenditure.
Assistance at least with nominal payment may be provided to the
elderly and disabled to make their journey comfortable. 4To facilitate the
easier movement of differently abled and elderly in the stations railway
budget 2012-13 proposes to provide provision of 179 escalators and 400 lifts
in A1 and other major stations and for increased number of wheel chairs and
battery operated vehicles for smoother movement of the disabled and
elderly.

Proposals

for

provision

of

escalators

is

made

in

Thiruvananthapuram Central, Ernakulam Junction, Chengannur, Aluva,

Nagercoil, Alappuzha and Kozhikode.
5.7 BEHAVIOUR AND ATTITUDE OF RAILWAY STAFF
Counter staff needs to be sensitized to public dealing. Their
operational constraints has to be addressed to bring improvements in counter
services.
The variables, attitude of ticketing staff and information provided by
ticketing staff has an index of 60.25 and 62.75 respectively and passengers
are satisfied with the attitude, behaviour and service of staff at ticket
counters to a great extent. They feel that lack of proper skill and certain
constraints felt by the counter staff, overcrowding, shortage of staff and
counters and so on should be addressed to improve counter services. The

196

variables, mechanism to monitor the services in the stations and mechanism

to redress grievances has index of only 43.42 and 40.00 respectively. The
passengers indicate that there is no sufficient mechanism by the railways for
monitoring the services in the stations and lack of measures for immediate
grievance redressal.
Table 5.8
Behaviour and attitude of railway staff- level of passenger satisfaction
Sl.
No
1
2
3

Title
Attitude of ticketing
staff
Information provided by
ticketing staff
Mechanism to monitor
the services in the
station
Mechanism to redress
grievances

Rank

1*

2*

3*

4*

5# Index^

147 128

18

60.25

II

18

147 109

22

62.75

41

152

94

13

43.42

III

25

149 103 22

40.00

IV

Source: Primary Survey.

The operational constraints of the counter staff should be addressed to
bring improvements in counter services. The grievance redressal mechanism
needs to be strengthened as railways can address passenger concerns more
effectively. Monitoring mechanism of various amenities should be
strengthened for their effective maintenance.
5.8 FACILITIES AND MAINTENANCE IN RAILWAY STATIONS
With accelerating pace in modernization a traveler expects enhanced
amenities from Railways. The provision of better passenger amenities both
in railway platforms and on trains should be one of the important objectives
of Indian Railways. Railways should strengthen the monitoring mechanism
to ensure the amenities provided in the stations are effectively maintained.

197

Table 5. 9
Facilities and maintenance in railway stations - level of passenger
satisfaction
Sl.
No
1

2
3

4
5
6
7

8
9
10
11
12
13
14

Title
Provision of seating
arrangement in the
platform
Availability of proper
lighting and fans
Availability of waiting
rooms and retiring
rooms for passengers
Availability of Cloak
Room facility
Provision of drinking
water
Availability of clean
toilets
Cleanliness and
maintenance of station
facilities
Availability of quality
food and refreshments
Provision of public
telephone
ATM provision in the
station
Availability of licensed
porters
Availability of First aid
and medicines
Availability of essential
stationary
Convenience to board
and alight trains

Source: Primary Survey.

1*

2*

3*

4*

5# Index^ Rank

100 154

44

55.00

IV

49

164

87

46.83

VIII

69

135

82

48.25

VII

41

145

89

20

43.50

XI

60

117 115

44.42

20

64

210

33.17

XIV

18

106 175

36.75

XIII

46

159

95

45.92

IX

11

90

142

56

54.50

22

126 112

28

12

59.83

121

90

52

36

49.92

VI

30

127 126 15

39.83

XII

33

101

94

69

57.67

II

120 139

37

56.58

III

198

Table 5.9 depicts the level of passenger satisfaction with respect to

facilities and maintenance in railway stations. The index of the variables
vary from 33.17 to 59.83. The passengers are moderately satisfied with
respect to all variables except the provision of clean toilets, for which the
passengers point out their low satisfaction level with index of 33.17 . The
highest ranking is for the ATM provision in the station. The availability of
sufficient stationery and convenience to board and alight trains has an index
of 57.67 and 56.68 respectively. Cleanliness and maintenance of station
facilities with an index of 36.75 followed by availability of first aid and
medicines with index of 39.83 are on the bottom of the category.
Availability of waiting rooms and retiring rooms for passengers has an index
of 48.25. Online booking of retiring rooms is facilitated in select stations of
the divisions. An exclusive dormitory and air conditioned waiting rooms for
ladies is set up at Thiruvananthapuram Central, the first of its kind in
Southern Railway.
Certain suggestions are brought out by the passengers for improving
facilities in the railway stations. There is a need to increase and improve the
waiting seats in the platform. Proper lighting facility should be provided in
all the platforms. Respondents bring out the need for increasing the
availability of waiting rooms with toilets and bathrooms for passengers of all
classes. Cloak room facility or facilities for storing luggages should be made
available in all railway stations. Availability of clean and sufficient drinking
water should be ensured at various points. Sufficient hygienic toilets with
enough water should be ensured. Railway stations and surrounding should
be kept neat and clean. Quality and affordability in food and refreshments
should be ensured. Availability of public telephone facilities, ATM, first aid
and essential stationery may be enhanced. Authorised porters may be
deployed to meet the passenger requirements. Facilities to board and alight
trains may be considered to meet the requirements of different age groups.

199

5.9 LINKAGE WITH OTHER MODES OF TRANSPORT

Railway stations should be connected with other modes of public
transport for easier mobility of the passengers. Intermodal linkages are
advantageous both to the passengers and the railways.
Table 5.10
Linkage with other modes of transport - level of passenger satisfaction
Sl.
No.
1
2

Title
Availability of prepaid
taxi and auto service
Connection to other
modes of public
transport
Sufficiency and
affordability of protected
parking facilities

1*

2*

3*

4*

48

127 117

43.58

III

74

111 109

47.08

41

153

44.17

II

97

5# Index^ Rank

Source: Primary Survey.

Passenger satisfaction is moderate in the case of variables in the table.
The index varies from 43.58 to 47.08. The availability of prepaid taxi and
auto service has the lowest index in this category. Often there is a
collaboration of the taxi and auto drivers with the police which makes the
journey uncomfortable for the commuters. Passengers feel that railways may
join hands with local administration to provide public transport facilities
from and to railway stations. Public transport facilities are to be provided
connecting railway stations and bus stand for easier passenger mobility.
Protected facilities for vehicle parking should be made available by railways
to its passengers at reasonable cost. Railways should ensure the safety of the
vehicles in the parking lot.
5

Work is underway in Thiruvananthapuram Central for provision of

Skywalk linking central bus stand. A similar walkway is proposed at

200

Ernakulam Junction linking Kerala State Road Transport Corporation

bus

stand.
5.10 SECURITY
Security is a matter of concern for the railways with increasing crimes
both on the railway platforms and on trains. There should be coordination
between Railway protection force, police, railway authorities and public for
protecting the commuters.
Table 5.11
Security - level of passenger satisfaction
Sl.
No
1
2

Title
Personal security in the
station
Service of security
personnel

1*

2*

3*

4*

33

153 105

42.83

II

24

177

44.08

95

5# Index^ Rank

Source: Primary Survey.

The variables, personal security in the station and service of security
personnel has an index of 42.83 and 44.08. Passengers are of the opinion
that rising crimes against passengers and their baggage should be the
concern of railways and the service of railway protection force should be
assured at all times. 6For integrated security service-CCTV surveillence is
envisaged in 5 railway stations of Thiruvananthapuram and Palakkad
divisions-Thiruvananthapuram Central, Ernakulam Junction, Coimbatore
Junction, Kozhikode and Mangalore.
5.11 TRAIN SCHEDULES
In the recent budgets Railways have given an impetus to increase the
train services to ensure greater convenience to the passengers. It is noted that

201

the increase in trains is limited to certain zones which needs to be attended

to.
Table 5.12
Train schedules- level of passenger satisfaction
Sl.
No
1
2

3
4
5
6

Title
Frequency of the trains
Adequacy of trains
during holidays and
festivals
Timing of trains
Availability of
connecting trains
Punctuality and
reliability of the trains
Convenience for short
distance travels

1*

2*

3*

4*

5# Index^ Rank

87

128 77

49.83

III

42

158 95

45.75

VI

122 117 55

55.25

60

145 83

10

46.75

76

132 92

48.67

IV

106 122 64

54.17

II

Source: Primary Survey.

Table 5.12 shows the level of passenger satisfaction on the basis
of train schedules. The index varies from 55.25 for timing of trains to 45.75
for adequacy of trains during holidays and festivals. The passengers are
moderately satisfied with respect to variables in the table. Passengers point
out that certain improvements should be made in train schedules to attract
more passengers. More trains should be introduced during peak hours and in
busy routes. Short distance speed trains may also be introduced between
different stations especially during peak hours. In 2012-13 two Mainline
Electric Multiple Unit (MEMU) trains were started between Kollam and
Ernakulam, and Ernakulam and Palakkad. Punctuality and reliablity has an
index of 48.67. Punctuality should be ensured except under emergency
circumstances. Delay in services pose problems for senior citizens and
families travelling with children.

202

At festivals and holidays there should be routine special trains rather

than trains at short notice. Publicity should be given to special trains for the
knowledge of the commuters. While issuing tickets for unreserved
compartments the capacity strength of the compartments should be taken
into consideration to avoid undesirable overcrowding. Schedule of
connecting trains should be well planned. Railway timing should be well
planned without compromising safety.
5.12 INFORMATION TRANSMISSION IN THE TRAINS
There should be effective methods for transmission of information to
the passengers in the trains. It would be of convenience for the passengers to
get information on board regarding the stations, route etc especially in the
night.
Table 5.13
Information transmission in trains - level of passenger satisfaction
Sl.
No
1
2
3

Title
Signs and information on
compartments
Display of reservation
chart
Provision of information
on board

1*

2*

3*

4*

5# Index^ Rank

43

125 125

43.00

II

56

140

99

47.25

21

132 143

40.17

III

Source: Primary Survey.

The passengers are moderately satisfied with respect to information
transmission in trains. The index of the variables in table 5.13 varies
between 43.00 to 40.17. Passengers point out that the railway information
on compartments is overshadowed by commercial advertisements. They
prefer display of reservation charts on the compartments and electronic
display of nearest stations made within the compartments. 7Proposals are
made in Budget 2013-14 to provide announcement facility and electronic

203

display boards in trains for disseminating information on board to

passengers about approaching stations, late running and arrival platforms.
5.13 SERVICES AND MAINTENANCE IN TRAINS
With the increasing preference for better and improved amenities on the
part of the commuters, railways are duty bound to provide better facilities to
attract more commuters to this mode. Railways should ensure that the
services provided in the trains are beneficial to the passengers and not divert
traffic to other alternate modes.
The variables in table 5.14 depict services and maintenance in trains
and level of passenger satisfaction. Of the 15 variables, 13 variables indicate
that passengers are moderately satisfied, and 2 variables that are sufficiency
of clean toilets and availability of internet connectivity point out passengers
have low level satisfaction. Comfort in relation to various classes is on the
top with an index of 52.75. Passengers are moderately satisfied in relation to
comfort levels of different classes offered by railways. Though comfort in
berth facilities and seating has an index 50.25 and 47.08 passengers feel that
the clean and neat berth and seating facilities may be enhanced to
commensurate with the requirements of the passengers. There is a need for
improving the space per passenger. Proper lighting facility should be
provided in all the compartments. Passengers have stressed the requirement
for certain improvements in the trains to facilitate easier, safe and
convenient transit of the passengers. Clean and sufficient availability of
drinking water should be ensured in all trains and compartments. Stern
sanction is to be taken against passengers crowding in toilets and its path for
want of space. Maintenance and cleanliness of compartments should be a
major concern of railways. Trains should be clean, made litter free and free
from insects, bugs and rats. Disinfectants should be used to prevent the
spread of infections as railways play the role of bulk carrier.

204

Table 5.14
Services and maintenance in trains- level of passenger satisfaction
Sl.
No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

Title
Sufficient seating
capacity for passengers
Comfort in seating
Adequacy of lighting
and fans
Comfort in relation to
various classes
Maintenance and
cleanliness of
compartments
Availability of staff on
trains
Comfortable and
convenient berth
facilities
Provision of drinking
water
Sufficiency of clean
toilets
Provision of first aid and
medical facilities
Emergency services on
trains
Efficiency of chain
pulling system
Availability of internet
connectivity
Provision for mobile
phone charging
Provision of break van
facility

Source: Primary Survey.

1*

2*

3*

4*

5# Index^ Rank

48

158

93

46.42

42

178

79

47.08

III

48

165

87

46.75

IV

92

150

57

52.75

10

83

204

33.67

XII

25

106 167

37.83

VII

68

165

65

50.25

II

19

76

196

34.42

IX

42

248

29.50

XIV

11

92

181 15

33.50

XIII

15

98

165 22

33.83

67

123

78

24

46.42

20

52

166 61

27.83

XV

34

124 116 22

40.17

VI

43

121

37.42

VIII

70

64

205

Mobile phone charging facility has an index of 40.17,the facility is

available in upper classes but there are only 1 or 2 points in the other classes
which carry a large number of passengers. Emergency services with the
index of 33.83 points out the need for increased attention on the part of
railways to provide for emergencies like doctor on call, service of railway
protection force etc
8

Budget 2012-13 has proposed provision for progressive extension

of bio toilets on trains and extension of On Board Housekeeping Schemes

(OBHS) and Clean Train Stations (CTSs) to more stations and trains.
Provision of first aid and medical facilities, facilities for meeting emergency
requirements, qualified medical attendants are essential requirements to be
made available in trains. Staff on call should be available to deal with any
emergency situation. A proposal is made in the Budget 2013-14 for
launching a pilot project to facilitate the passengers to contact on board staff
through phone or email for prompt response for coach cleanliness. The
facility for mobile phone charging may be enhanced in ordinary, unreserved
compartments. In the modern age of information technology internet
facilities may be enhanced. Budget 2012-13 has proposed the provision of
free Wi Fi facility to cater to the increased aspirations and requirements of
the youth and other valued customers. Better awareness regarding the break
van facility should be made to reduce loading of excessive luggage in the
trains thereby causing discomfort to the passengers.
5.14 FOOD AND REFRESHMENTS IN TRAINS
With the establishment of Indian Railways Catering and Tourist
Corporation (IRCTC) railways have outsourced the catering services to the
IRCTC. As per the new railway catering policy (2010) railways is expected
to take over the job of catering from IRCTC in phased manner on account of
increase in complaints about food and food related services.

206

Table 5.15
Food and refreshments -level of passenger satisfaction
Sl.
No
1

2
3

Title
Availability of quality
food in long distance
trains
Affordability of food in
trains
Mechanism to monitor
the food served and
hygiene of catering staff

1*

2*

3*

4*

5# Index^ Rank

14

124 160

37.50

II

81

141

77

50.17

13

80

200

33.25

III

Source: Primary survey.

Table 5.15 points out the level of passenger satisfaction with
respect to food and refreshments. Affordability of food in trains has an index
of 50.17 but the index of availability of quality food and mechanism to
monitor the food served and hygiene of catering staff is 37.50 and 33.25,
which points out the need for increased attention to these variables. The
variables point out that the passengers are moderately satisfied. Passengers
point out that though the food served in trains is affordable to a certain
extent, the quality and quantity of available food needs to be improved.
A proper and well designed mechanism to monitor the food served
and hygiene and attitude of the catering staff should be ensured to have a
greater passenger satisfaction. Railways have introduced a Centralised
Catering Services Monitoring Cell with a toll free number 1800111321 with
effect from 18th Jan 2013 for redressel of complaints. 9ISO certification is
insisted in base kitchens in the budget 2013-14.
5.15 PROVISION TO LADIES/DISABLED /ELDERLY
Ladies, elderly and disabled are vulnerable sections and special
provisions are to be made to provide facilities for their easy mobility and
safe travel.

207

Table 5. 16
Provision to ladies/disabled /elderly -level of passenger satisfaction
Sl.
No
1
2

Title
Special compartment for
ladies
Seat reservation for
ladies in unreserved
compartments
Assistance and
information for disabled
or elderly people

1*

2*

3*

4*

5# Index^ Rank

88

160

41

53.75

29

109 141 20

37.50

III

28

114 144 14

38.00

II

Source: Primary Survey.

Passengers are moderately satisfied with respect to facilities for ladies
and elderly in the compartments. The provision of ladies compartments in
trains has an index of 53.75. Ladies compartments are often places for
wanderers, beggars and so on. Though passengers are satisfied with the
special compartment for ladies, they point out that the compartment may be
put in the middle of the train for their security. It is also pointed that it is
better to provide seat reservation in general compartments rather than the
insecure ladies compartments. Assistance and facilities for disabled and
elderly should be enhanced and special compartments may be arranged with
assistance to facilitate easier transit.10 Railway Budget 2013-14 proposes
fixing of Braille stickers on coaches indicating coach layout and also making
coaches, wheel chair friendly.
5.16 SECURITY ON BOARD
Failure of proper security measures in railways is widely discussed
today. Strong policies are to taken by railway authorities to prevent crimes
and also punish the criminals in a befitting manner

208

Table 5.17
Security on board -level of passenger satisfaction
Sl.
No
1

Title

1*

2*

3*

13

152 130

Personal security on
trains

4*

5# Index^ Rank
5

39.42

Source: Primary Survey.

Passengers point out the satisfaction level for the variable, personal
security on trains is moderate with an index of 39.42. With the increase in
crimes against passengers especially women, passengers have felt the need
for increased security within the trains. The service of railway police should
be strengthened and they should be more customer friendly to prevent any
untoward incidents. 11To increase the safety of female passengers Railways
have created 4 companies of Women Rapid Action Force personnel and is in
the process of setting 8 other units.
Table 5.18
Variables depicting low level of passenger satisfaction with index 0-33.33
Sl.
No
1

2
3
4

Title
Mechanism to monitor the
food served and hygiene of
catering staff(on Board)
Availability of clean toilets
(in railway stations)
Sufficiency of clean toilets
(on Board)
Availability of internet
connectivity(on Board)

1*

2*

3*

4*

5# Index^

13

80

200

33.25

20

64

210

33.17

42

248

29.50

20

52

166 61

27.83

Source: Primary Survey.

Passengers have a very low level of satisfaction regarding the
availability of internet facilities on board. They are also not satisfied with

209

the sanitation facilities both in railway platforms and on trains. Passengers

stress the need for sufficient mechanism to monitor the food served and
hygiene of catering staff to avoid any undesirable consequences.
Table 5.19
Variables depicting moderately low level of passenger satisfaction with
index 33.33-50
Sl.
No
1
2
3
4

5
6
7
8
9
10

11
12
13

Title
Availability of licensed
porters(in railway stations)
Frequency of the trains
Punctuality and reliability of
the trains
Availability of waiting rooms
and retiring rooms for
passengers(in railway
stations)
Convenience of i ticketing
system
Ticket conversion facility
with respect to class/date
Display of reservation chart
(on Board)
Comfort in seating (on
Board)
Connection to other modes of
public transport
Availability of proper
lighting and fans((in railway
stations)
Adequacy of lighting and
fans(on Board)
Availability of connecting
trains
Sufficient seating capacity for
passengers

1*

2*

3*

4*

5# Index^

121

90

52

36

49.92

87

128

77

49.83

76

132

92

48.67

69

135

82

48.25

14

107

89

17

73

47.67

88

113

75

23

47.42

56

140

99

47.25

42

178

79

47.08

74

111 109

47.08

49

164

87

46.83

48

165

87

46.75

60

145

83

10

46.75

48

158

93

46.42

210

Sl.
No
14
15

16
17
18
19
20
21
22
23
24
25

26

27
28
29

30

Title
Efficiency of chain pulling
system(on Board)
Availability of quality food
and refreshments in railway
stations)
Adequacy of trains during
holidays and festivals
Provision of drinking water
in railway stations)
Sufficiency and affordability
of protected parking facilities
Service of security personnel
in railway stations)
Availability of prepaid taxi
and auto service
Availability of Cloak Room
facility
Mechanism to monitor the
services in the station
Signs and information on
compartments
Personal security in the
station
Provision of ramps and wheel
chairs for disabled passengers
(in railway stations)
Assistance and information
for disabled or elderly
people(in railway stations)
Provision of information on
board
Provision for mobile phone
charging (on Board)
Mechanism to redress
grievances(in railway
stations)
Ladies quota in ticket
booking

1*

2*

3*

4*

5# Index^

67

123

78

24

46.42

46

159

95

45.92

42

158

95

45.75

60

117 115

44.42

41

153

97

44.17

24

177

95

44.08

48

127 117

43.58

41

145

89

20

43.50

41

152

94

13

43.42

43

125 125

43.00

33

153 105

42.83

44

110 129 11

42.08

39

106 144

41.08

21

132 143

40.17

34

124 116 22

40.17

25

149 103 22

40.00

51

104

39.92

98

42

211

Sl.
No
31
32
33

34
35
36
37
38
39
40

41
42
43
44

Title
Availability of First aid and
medicines(in railway stations)
Personal security on trains
Assistance and information
for disabled or elderly people
(on Board)
Availability of staff on trains
Availability of quality food in
long distance trains
Seat reservation for ladies in
unreserved compartments
Provision of break van facility
Display of porter charges in
stations
Cleanliness and maintenance
of station facilities
Mechanical ticketing devices
like automatic ticket vending
machines
Provision of drinking water
Emergency services on trains
Maintenance and cleanliness
of compartments
Provision of first aid and
medical facilities(on Board)

1*

2*

3*

4*

30

127 126 15

39.83

13

152 130

39.42

28

114 144 14

38.00

25

106 167

37.83

14

124 160

37.50

29

109 141 20

37.50

43

121

64

37.42

39

101 119 40

36.83

18

106 175

36.75

36

89

146 28

36.33

2
0

19
15

76
98

196 7
165 22

34.42
33.83

10

83

204

33.67

11

92

181 15

33.50

70

5# Index^

Source: Primary Survey.

Variables depicting moderately low level of passenger satisfaction
are shown in the table. The provision first aid and medical facilities are at
the bottom of the table with index of 33.50, emphasizes the increased need
for better provision of first aid and medical facilities in the trains. The other
5 variables in the bottom category are maintenance and cleanliness of
compartments, emergency services on trains, provision of drinking water,
availability of mechanical ticketing devices like automatic ticket vending
machines and cleanliness and maintenance of station facilities. The top five

212

variables in this category are availability of licensed porters(in railway

stations), frequency of the trains, punctuality and reliability of the trains,
availability of waiting rooms and retiring rooms for passengers (in railway
stations) and convenience of i ticketing system
Table 5.20
Variables depicting moderately high level of passenger satisfaction with
index 50-66.66
Sl.
No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18

Title
Convenience of e ticketing
system
Advance booking facilities
Information provided by
ticketing staff
Provision of Tatkal reservation
Attitude of ticketing staff
Ticket booking facilities with
credit /debit cards
ATM provision in the station
Frequency of announcements
Refunding system in e
ticketing
Convenience to board and
alight trains
Availability of essential
stationary
Concession for senior citizens
Sign Boards Display in
platforms
Timing of trains
Clarity of announcements
Provision of seating
arrangement in the platform
Refunding system in ticketing
Provision of public
telephone(in railway stations)

1*

2*

3*

4*

5# Index^

50

136

83

22

66.33

22

149 117

18

147 109

22

64.75
62.75

17
2

138 111
147 128

27
18

7
5

21

129 125

22

22
9

126 112
140 105

28
45

12
1

59.83
59.25

15

119 134

18

14

58.58

120 139

37

56.58

33

101

94

69

57.67

17

123 106

40

14

57.42

102 139

52

55.33

2
10

122 117
102 128

55
59

4
1

100 154

44

55.25
55.08
55.00

113 132

44

54.92

11

90

56

54.50

142

60.92
60.25
60.33

213

Sl.
No
19
20
21
22
23
24
25
26
27
28
29
30

Title
Provision of information about
train schedules/platforms
Convenience for short
distance travels
Special compartment for ladies
Rail tariffs in relation to
classes
Display of reservation chart in
the stations
Comfort in relation to various
classes
Clarity of electronic
information display
Concession for frequent
travelers
Number of Ticket Counters
Ease of buying tickets
Comfortable and convenient
berth facilities
Affordability of food in trains

1*

2*

3*

4*

5# Index^

89

156

49

106 122

64

54.17

88

160

41

83

174

34

53.75
53.58

101 130

58

53.08

92

150

57

52.75

86

147

63

51.92

110 110

41

33

4
6

79
61

147
173

63
56

7
4

50.83
50.75

68

165

65

50.25

81

141

77

50.17

54.33

51.25

Source: Primary Survey.

Variables depicting moderately high level of passenger satisfaction
are shown in table 5.20. Passenger survey points out that none of the
variables showed passengers are highly satisfied with respect to facilities
offered by Indian Railways. Thirty variables point out the satisfaction level
is moderately high and by taking into account the passengers requirement
and suggestions the rating of satisfaction can be made to a higher level. The
six variables on the top of the list includes passenger satisfaction towards e
ticketing system, advance booking facilities, information provided by
ticketing staff, tatkal reservation, attitude of ticketing staff and ticket
booking facilities with credit and debit cards.

214

The study identifies the factors that determine passenger satisfaction

with the quality and quantity of services provided by the Indian Railways in
general and in the railways stations and on board. Passenger satisfaction
survey conducted under 17 heads points out that of the 78 variables, 74
variables denote passengers satisfaction level with regard to railways is
moderate. Four variables- mechanism to monitor the food served and
hygiene of catering staff on board availability of clean toilets in railway
stations, sufficiency of clean toilets on board and availability of internet
connectivity on board points out the low passenger satisfaction levels.
The satisfaction of the passengers should be the prime objective of
any mode of transportation. Railways being a public sector enterprise should
provide better amenities for the commuters and minimum cost. The survey
provides indications to the railway administration for identifying the
services which needs improvement.

References
1

Railway Budget Speech- 2013-14, para 27, ww.indianrailways.gov.in

Ibid para 21

Ibid para 26

Ibid para 24

ww.sr.indianrailways.gov.in/uploads/files/1364818360850Thiruvananthapuram%20Division.pdf

www.sr.indianrailways.gov.in

Railway Budget Speech- 2013-14, para 21, www.indianrailways.gov.in

Ibid

Ibid para 29

10 Ibid para 24
11 Ibid para 19