PASSENGERS OPINION ON INDIAN RAILWAYS

Project
Submitted to

Tamil Nadu National Law School, Trichy

In fulfillment of the internal component

Marketing Management
By

M.S.PAVITHRA DEVI
(Reg no :- BC0150020)
I YEAR, B.Com.L.L.B.,(HONS)
Under the guidance and supervision of
Prof. Mr. P. Kumaresan

DECLARATION

I do hereby declare that the doctrinal research entitled PASSENGERS

OPINION ON INDIAN RAILWAYS submitted to Tamil Nadu
National Law School in partial fulfillment of the requirement of the
award of the degree of Undergraduate Department is a record of original
work done by me under the supervision and guidance of
Prof.Mr.P.Kumaresan(mentor) Commerce Department of Tamil Nadu
National Law School and that has not formed the basis of any degree or
diploma or fellowship or any other title to any candidate of any
university.

Place: Trichy

M.S.Pavithra Devi

Date: 09.04. 2016

Marketing Management

ACKNOWLEDGEMENT

Every work accomplished is a pleasure a sense of satisfaction.

However a number of people always motivate , criticize and appreciate a
work with their objective ideas and opinions , hence I would like to use
this opportunity to thank all ,who have directly or indirectly helped me
to accomplish this project .
Firstly I would like to thank Prof. MR.P.KUMARESAN without whose
support this project could not be completed .Next I would like to thank
all people who gave their valuable time and support for this project. I
would also like to thank my college for supporting me with resources,
which beyond any doubt have helped me.
Let me also take this opportunity to thank My family, My friends for
their priceless support and suggestion.

Place: Trichy

Prof. Mr. P. Kumaresan

Date: 09.04.2016

(mentor)

CERTIFICATE

This is to certify that the doctrinal research entitled PASSENGERS

OPINION ON INDIAN RAILWAYS submitted to Tamil Nadu
National Law School in partial fulfillment of the requirement of the
award of the degree Bachelor of Law done by Miss. M.S.PAVITHRA
DEVI
under
the
supervision
and
guidance
of
Prof.
MR.P.KUMARESAN (mentor) Undergraduate Department of Tamil
Nadu National Law School.

Place: Trichy

Prof. Mr. P. Kumaresan

Date: 09.04.2015

(mentor)

CONTENT
INTRODUCTION
Consumer behavior
Indian Railways
SIGNIFICANCE OF INDIAN RAILWAYS
PROBLEMS OF INDIAN RAILWAYS
SUGGESTIONS FOR INDIAN RAILWAYS
DATA ANALYSIS USING PRIMARY DATA
Questionnaire
Classified form of collected data
CRITICAL ANALYSIS
CALCULATION OF CHI-SQUARE
CONCLUSION
REFERENCES

ABSTRACT:

A short study on consumer behavior and Indian Railways is done in this project work. The
significance and problems of Indian Railways is studied and suggestions are made.
This project work targets on gathering the opinion of passengers by creating questionnaires
which is the source of collecting primary data. This study explores a relation between railway
service quality factors and customer satisfaction based on passenger perception. A model is
developed which describe the relationship between fare and charges and facilities at ticket
counters in different circumstances of passenger perspectives. For the purpose of the study, the
survey was conducted among few random people of Tami naduThe data collected is classified
and interpreted in order to attain the impact of consumer behaviors and opinions on Indian
Railways. This would help the Railway authorities to know the passengers(Consumers) views
and opinion on IRCTC and helps them to understand and enhance their services.

AIM AND OBJECTIVES:

The main aim and objective of this project work is:

To get an idea about consumer behavior

To know about the significance and problems of Indian railways
To measure the level of satisfaction of passengers on services provided by the
rail system.
To offer suggestions to improve the satisfaction of passengers of the rail
system

To know the significance of passengers on Indian railways

To calculate Chi-Square in order to know the influence of consumers(Passengers) opinion
over Indian Railways.

RESEARCH METHODOLOGY:

Primary and secondary data are used in the present study. The required primary data are collected
using pre-tested and well structured questionnaire. The required secondary data are collected
through Annual Reports of Ministry of railways, White paper on Indian railways published by
Railway Ministry, various journals and websites... Data has also been collected from various
books, websites, articles, newsletters , railway passengers . The primary data collected have been
classified and interpreted.

HYPOTHESIS:
In tune with the objective of the study, null hypotheses were formulated that there is no
significant association between the passenger satisfaction on services provided by the rail system
and the various independent variables relating to the sample respondents.

PASSENGERS OPINION ON INDIAN RAILWAYS

INTRODUCTION:
CONSUMER BEHAVIOUR:
Consumer behaviour is the study of individuals, groups, or organizations and the processes they
use to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs
and the impacts that these processes have on the consumer and society. It blends elements
from psychology, sociology, social anthropology, marketing and economics. It attempts to
understand the decision-making processes of buyers, both individually and in groups such as
how emotions affect buying behaviour. It studies characteristics of individual consumers such
as demographics and behavioural variables in an attempt to understand people's wants. It also

tries to assess influences on the consumer from groups such as family, friends, sports, reference
groups, and society in general.
Customer behavior study is based on consumer buying behavior, with the customer playing the
three distinct roles of user, payer and buyer. Research has shown that consumer behavior is
difficult to predict, even for experts in the field. Relationship marketing is an influential asset for
customer behaviour analysis as it has a keen interest in the re-discovery of the true meaning of
marketing through the re-affirmation of the importance of the customer or buyer. A greater
importance is also placed on consumer retention, customer relationship management,
personalisation, customisation and one-to-one marketing. Social functions can be categorized
into social choice and welfare functions.

INDIAN RAILWAYS:
Indian Railways is an Indian state-owned enterprise, owned and operated by the Government of
India through the Ministry of Railways. It is one of the world's largest railway networks.
Railways were first introduced to India in the year 1853 from Mumbai to Thane. In 1951 the
systems were nationalised as one unit, the Indian Railways, becoming one of the largest
networks in the world. IR operates both long distance and suburban rail systems on a multigauge network

of broad, metre and narrow gauges.

It

also

owns locomotive and coach production facilities at several places in India and are assigned codes
identifying their gauge, kind of power and type of operation. Its operations cover twenty nine
states

and

seven

union

territories and

also

provides

limited

international

services

to Nepal, Bangladesh and Pakistan.

Indian Railways is the world's seventh largest commercial or utility employer, by number of
employees, with over 1.376 million employees as of last published figures in 2013 . As
for rolling stock, IR holds over 245,267 Freight Wagons, 66,392 Passenger Coaches and
10,499 Locomotives (43 steam, 5,633 diesel and 4,823 electric locomotives). The trains have a 5
digit numbering system and runs 12,617 passenger trains and 7421 freight trains daily.

SIGNIFICANCE OF INDIAN RAILWAYS:

Railways provide the cheapest and most convenient mode of passenger transport both for

long distance and suburban traffic.

Railways have played a significant role in development and growth of industries. Growth
of textile industry in Mumbai, jute industry in areas surrounding Kolkata, coal industry in
Jharkhand, etc is largely due to the development of railway network in these areas.
Railways help in supplying raw materials and other facilities to the factory sites and

finished goods to the market.

Agriculture also owes its growth to railways to a great extent. Now farmers can sell their
agricultural produce to distant places and even sell them in the world market at

remunerative prices.
Railways are also helpful in removing isolation between cities and countryside and have

played a significant role in disseminating innovations and new ideas.

Railways are particularly suited to long distance journey and provide a strong medium of

national integration.
Railways play a vital role in mitigating the sufferings of the people in the event of natural
calamities like droughts, floods, famines, earthquakes, etc. This is done by carrying relief
and rescue teams and essential items to the affected areas and save people from sufferings

and starvation.
Railways also help in facing man-made calamities like social, political, religious
disturbances, insurgency, etc. It facilitates easy movement of police, troops, defence
equipment, etc. The importance of railways to save the countrys freedom and integrity

from external aggression has been proved at several occasions.

Railways carry the British legacy and connect major ports Jo their hinterlands, thereby

lending a helping hand to the overall prosperity of the coastal areas.

Introduction of superfast trains and container services in major cities of India have

ensured quick movement of men and material.

Railways are specially suited to long haulage of bulky materials like coal, petroleum and
ores.

PROBLEMS OF INDIAN RAILWAYS:

Although Indian Railways have progressed a lot, both quantitatively and qualitatively, during the
last few years, this system is still plagued by a number of problems which require immediate
attention.
A lot has been done, but a lot more is yet to be done. Some of the major problems faced by the
Indian Railways are briefly discussed as under:
1. Safety:
Indian Railways have been in the news albeit for wrong reasons. With the rapid increase in
passenger and goods traffic, the frequency of train accidents is increasing very fast. This has
raised serious doubts in the public mind about safety of Rail travel and the general health of the
railway network.
The credibility of an organisation with a long and proud history of nation building seriously
eroded. In such a situation it is but natural to ask where the Railways are heading. Table 28.6
gives an overview of the major Railway accidents that occurred during the last one decade from
1995 to 2005. On an average the Railways report 20 major collisions, 350 derailments and
around 80 level crossing accidents in a year from 1995 to 2005.
2. Cost and Revenue Problems:

As is the case with most of the government organisations, Indian Railways face chronic financial
crisis. The annual rate of increase in cost has overtaken that of revenues during the last few
years. A study of Railways finances from 1998 to 2004 reveals that the revenues increased at an
average annual rate of 8.7 per cent against the 9.65 per cent average annual growth in costs.
In certain years in between, the revenue growth rate did exceed that of cost. But this position was
achieved by providing inadequately for replacements and severely controlling the costs. Such a

10

situation has long term implications as it affects the internal generation of resources. Following
are the main causes of costs and revenue problems.
(i) Low level of employee productivity:
Indian Railways face a serious problem of low level of employee productivity. Transport output
in terms of passengers and freight tonne kilometres per employee on Indian Railways is only 400
as compared to 500 for Chinese and 570 for French Railways.
An estimated 30 per cent surplus workforce and operation of a number of lines with low traffic
and assets not essential for the Railways are contributory factors. The organisation has been
reducing its workforce since 1992-93 by a paltry one per cent annually.
(ii) Staff Wages:
With the implementation of the recommendations of the Fifth Pay Commission, staff wages have
increased tremendously and have put heavy strain on the financial resources of the Railways.
Staff wages and allowances which together with pension, accounted for 41.7 per cent of the
Gross Traffic Receipts in 1996-97 rose to 47.8 per cent in 1997-98 and 53.3 per cent in 1998-99.
With life expectancy going up and wage escalations taking place periodically, the position will
only worsen leaving little scope for development plans.
(iii) Increase in lease charges:
Paucity of funds forces the, Indian Railways to resort to market borrowings which results in
increased lease charges. Market borrowings started in 1986 and the trend is increasing. At
present payout of lease charges constitute about 8.5 per cent of the revenue.
3. Slowdown in Revenue Growth:

With saturation of trunk routes and low quality of services and reliability, the revenue growth has
registered a slowdown. The railways are increasingly becoming a transporter of bulk
commodities for public sector (coal, iron ore, food-grains, etc.) and are consistently losing to

11

roadways. Most of the national highways run parallel to railways and are consistently snatching
revenues from the railways

4. Social Burden:

Indian Railways have to play a dual role of revenue earning as well as meeting the social
obligations. The Expert Group, constituted in December 1998 to study the railway sector, termed
it as the split personality. On one hand, the Railways are seen as a commercial organisation and
on the other hand, it is treated as a social organisation which must perform its social obligations.
The two functions are diametrically opposite and difficult to reconcile. There are several social
obligations on the railways which are always running below cost. Suburban passenger services,
concessionary travel to certain section of travellers, concessional freight movement of certain
commodities, particularly to remote and inaccessible areas like the North-east region, providing
rail services to backward regions are some of the outstanding social obligations on the Indian
Railways.
5. Other Problems:

A large number of miscellaneous problems include late running of trains, lack of passenger
facilities including cleanliness at the railway stations, lack of security arrangement on the
railways resulting in theft and dacoities, etc. Political pressure and interference is a very big
problem which the Indian Railways are facing with increasing impact. Several projects which are
not economically viable have been initiated for political considerations.
SUGGESTIONS FOR THE IMPROVEMENT OF INDIAN RAILWAYS:
1. Improvement in system efficiency and productivity of resources.
The Railways has hundreds of acres of unutilized or under-utilized land in vaious cities. For
example, in Bangalore, around the city railway station, there is unutilized land. This piece of land
can be used to build 3-star hotels or people. Apart from that, other passenger facilities can be

12

provided and a portion of the land can be used to build Malls and multiplexes so that it can
generate revenue for the Railways.
Existing railway tracks/ lines within city limits of Bangalore - from Kengeri and Bidadi to K.R.
Puram and Whitefield and from Bellary Road and Yeshwantpur to Bangalore city should be
utilized for local trains as in Mumbai and Chennai. If this is not viable, an elevated railway
system like in Chennai should be built on top of the existing railway network for local
commuting so that no land acquisitions would be needed and hence there wouldn't be any
litigations. This would ensure speedy implementation of the project. Further, existing railway
stations could be utilized [With modifications] for local trains and no new expensive
infrastructure need to be built for the purpose. It also gets fully integrated with inter-city railway
network since it is built right on top of this network. The railways gets additional revenue and the
traffic gets eased out in the city of Bangalore to a great extent. Also, metro railway system as in
Delhi or any other railway system can be considered while building atop the existing railway
network.
2. Introduction of modern systems and technologies
First of all, the trains need to be re-designed. They need to be made aerodynamic so that
minimum energy is needed to pull a train. The engine in particular need to be made so. Bogies
need to be lighter and this should be done after a thorough examination of engineering aspects.
The railways needs to do away with introducing another sleeper on the side in 2nd class
compartments as this would make rail journeys uncomfortable as a result of congestion and
movement of people within a compartment would be difficult. Toilets would not be enough to
cater to these extra passengers. These aspects would put-off a regular passenger who has other
options like buses in a competitive market. Another very important aspect is the fact that the
existing toilet system is outdated and was designed in the British era when land was in plenty,
population was less and human excreta being thrown around along railway tracks was not as
serious a concern as it is today. With growing population, more trains and railway stations, dirty
trains and stations are a serious health hazard and stinking trains are a cause of revenue loss to
the Railways. The railways should immediately replace the existing outdated toilet system with

13

state-of-the-art automatic flush system and most importantly, ensure that nothing falls down to
the ground from these toilets.

3. Achieving better customer satisfaction through value addition to customer services.

The railways need to be commended for introducing the concept of upgradation in trains.
However, there are several instances wherein upgradation is not done and several 1st class and
2nd class coaches are seen plying empty. This needs to be immediately checked and it must be
ensured that upgradation is done in all circumstances and more passengers are thus accomodated
in the trains. This would generate more revenue and would also be appreciated by passengers
who get upgraded without having to pay extra.
The "Shub Yatra" scheme as introduced by IRCTC needs to be replicated by the Indian Railways
and this also needs to be extended to Non-A/C passengers apart from the existing A/C
passnegers. Regular train commuters can opt for this and this should entitle a plethora of benefits
like free accident insurance cover, disability cover and free tickets. Also, free dining tickets for
two can be a part of the list of freebies for patronage.
4. Improvement in safety, reliability and reduction in maintenance costs.
The Indian Railway network consists of very old bridges all over the country. Such bridges need
to be immediately demolished and new bridges need to be constructed. If one takes into account
the cost of an accident, both in terms of invaluable human lives and the cost of repairs to the
railways, the cost of re-construction of railway bridges is too less a price to pay. Further, all
railway tracks across cities and towns should be fenced with barged wire or some other material
so that humans or animals don't stray onto them. Also, all unmanned level crossing should be
converted to automatic level crossings, and such crossing should be fitted with cameras so that
the Station Masters can take a look before closing the gates from his room in the station. All
level-crossings, Manned as well-as Unmanned should be immediately fitted with hi-tech
14

signaling system with voice activation and cameras along with remote control. All gates should
be fit tight so that no gaps exist for people to cross over when closed through such gaps. Those
who cross over during red signals at railway crossings should be punished severely with
cognizable cases and non-compoundable cases against them. Owners of animals - dogs, sheep,
cattle etc. who allow them to stray around railway tracks should be penalized and jailed.
All trains need to be installed with GPS and actual tracking of trains should be made possible
even through a mobile phone and a call center.
Maintenance costs can be reduced by re-designing and re-modeling of trains, making them
lighter and aerodynamic [Especially, the Engine].
5. Enhancement of throughput capacity of the existing systems.
As mentioned above, existing railway network needs to be fully utimized in cities for local train
service either on the existing system itself or by building right above the existing railway lines an
elevated railway corridor that takes care of and caters to local commuting. This will need the
least investment since there are no land acquisitions, and no wastage of time since there are no
court cases. Existing infrastructure, after re-designing, can be used for this. No new
infrastructure needs to be created for this.

DATA ANALYSIS USING QUESTIONNAIRE:

THE QUESTIONNAIRE:
NAME:
1. Age : Below 30
2. Sex : Male

30-39

40-49

50-59

60 and above

Female

3.Educational Qualification: HSC

Degree

4.Occupation: Student

Business

5.Marital status:Married

Unmarried

Salaried
Single
15

Professional Courses
Professional

Others
Others

6.No.of.Children: 1

2-3

More than 3

7.Income per month: 10,000-20,000

8.Residency :Urban

Nil

20,000-40,000

40,000 and above

Rural

9.How frequently do you avail the services of Railways? Daily

Occasionally
Rarely
10. Purpose of journey : Study
Touring

Employment

11. Type of train you frequently use: Passenger

Shatabdi
12. Traveling class : Second ordinary
class

Weekly

House hold matters

Express

Second express

Super fast
Sleeper class

Rate your opinion regarding fare and other charges.

FARE
Low

Very High

High

Moderate

Very Low

Ordinary Ticket fare

Express Ticket fare
A/c class fare
OTHER CHARGES
Sleeper Charges
Super fast charges
Tatkal charges
Cancellation Charges

Facilities at the reservation/ ticket counter

Mark your opinion in the appropriate column by putting a tick( ) mark

16

Jan
A/C

Highly Satisfied Satisfied Moderate

Dissatisfied Highly dissatisfied Number of Reservation Counters
Working hours of reservation counters
Advance booking period for reservation
Safety and security at the counter

CLASSIFIED FORM OF THE COLLECTED DATA:

FEMALE
Below
30

30-39

4049

50-59

60+

TOTAL

EDUCATION
HSC
Degree
Professional
Other

10
5
2
0

0
2
0
0

0
4
0
0

3
0
1
0

0
1
0
0

13
12
3
0

OCCUPATION
Student
Business
Salaried
Professional
Others

15
0
1
0
1

0
0
2
0
0

0
0
0
0
2

0
1
1
0
2

0
0
1
0
0

15
1
5
0
5

MARITAL
STATUS
Married
Unmarried

0
17

1
1

4
0

3
0

1
0

9
18

17

Single

INCOME
<10,000
10,000-20,000
20,000-40,000
>40,000

13
0
1
1

0
0
1
1

0
2
0
2

0
1
1
2

0
1
0
0

13
4
3
6

0
0
3
0

1
1
0
3

0
0
1
0

0
4
15
7

2
10
4

1
1
1
0

0
1
3

0
2
2

0
0
1

0
6
12

2
5

8
1
1

2
0
0
0

FREQUENCY OF
TRAVEL
Daily
Weekly
Occasionally
Rarely

PURPOSE OF
TRAVEL
Study
Employment
House hold
matters
Touring

TYPE OF TRAIN
FREQUENTLU
USED
Passenger
Express
Super fast
Jan Shatabdi

4
6
1

1
1
0

4
2
2
0

0
1
2
0

0
1
0
0

1
9
11
1

TRAVELLING
CLASS
II nd Ordinary
Express
Sleeper
A/C Coach

2
5
5
5

0
1
0
1

0
1
0
3

0
2
1
1

0
0
1
0

2
9
7
10

18

MALE
Below
30

30-39

4049

50-59

60+

EDUCATION
HSC
Degree
Professional
Other

2
6
1
0

0
2
1
0

0
3
1
2

0
3
0
0

0
1
0
0

2
15
3
2

OCCUPATION
Student
Business
Salaried
Professional
Others

6
0
3
0
0

0
0
2
0
1

0
2
2
0
2

0
2
1
0
0

0
0
1
0
0

6
4
9
0
3

MARITAL
STATUS
Married
Unmarried
Single

INCOME
<10,000
10,000-20,000
20,000-40,000
>40,000

FREQUENCY OF
TRAVEL
Daily
Weekly
Occasionally
Rarely

0
0
9
0

6
0
0

3
0
0

1
0
0

10
9
0

7
0
0
2

0
1
0
2

0
0
3
3

0
0
0
3

0
0
1
0

7
1
4
10

2
5
1

1
0
3
0

0
3
3
0

0
0
0
3

0
1
0
0

0
6
11
4

19

PURPOSE OF
TRAVEL
Study
Employment
House hold
matters
Touring

TYPE OF TRAIN
FREQUENTLY
USED
Passenger
Express
Super fast
Jan Shatabdi
TRAVELLING
CLASS
Express
A/C Coach

1
3

3
2
1

0
4
2

0
3
0

0
1
0

0
11
6

0
1
0
0

0
8
9
4

1
0
0

9
6
5

3
3
2

1
2
0

2
2
2

0
1
2
0

4
2
1

0
1
2

4
2
0

0
1
2

PARTICULARS

VERY
HIGH

HIGH

MODERATE

LOW

VERY
LOW

TOTAL

TICKET FARE
Ordinary Ticket fare
Express Ticket fare
A/c class fare

26
2
17

4
27
12

11
18
15

5
3
3

4
0
3

50
50
50

OTHER CHARGES
Sleeper Charges
Super fast charges
Tatkal charges
Cancellation Charges

19
10
11
11

8
15
12
21

16
16
17
11

6
6
6
3

1
3
4
4

50
50
50
50

FACILITIES AT TICKET
COUNTER/RESERVATION
20

Number of Reservation
Counters
Working hours of reservation counters
Advance booking period for reservation
Safety and security at the counter
TOTAL

25
2
2
2
127

8
17
18
11
153

6
27
21
7
165

6
1
8
19
66

5
3
1
11
39

50
50
50
50
550

CRITICAL ANALYSIS:
From the above data it is concluded that majority of the passengers feel that ordinary ticket
charges are very high because of which measures should be taken either to reduce the ticket
charges or to provide worthy customer services at that cost. From the information provided it is
known that majority of the passengers prefers super fast trains especially A/C coaches, which
shows the improvement in the standard of living of the passengers. But the same people had said
that the ticket charges are very high which are contradictory to each other. Therefore it might be
because that passengers would have felt that customer services provided at a certain cost in the
ordinary coaches are not worthy so instead they would have thought that paying little extra and
experiencing a great customer care and safety in the A/C coaches is better. Measures should also
be taken to increase A/C coaches and super fast trains since its demand would increase in future.
The above given data clearly shows that passengers are totally dissatisfied with the safety
measures at the counters and proper steps must be taken to enhance the safety measures at the
counters.passengers are quite satisfied with the number of reservation counters,working hours of
reservation counter and advance booking period for reservations and care should be taken by
IRCTC to maintain the same.
CALCULATION OF CHI-SQUARE:
STEP 1:
Null hypothesis: There is no relationship between the opinion and Indian railways success.
STEP 2:
Alternate hypothesis: There is relationship between the opinion of the customer and Indain
railways success.
21

O
26
2
17
19
10
11
11
25
2
2
2
4
27
12
8
15
12
21
8
17
18
11
11
18
15
16
16
17
11
6
27
21
7
5
3
3
6
6
6
3
6
1
8
19
4
0
3
1
3
4

E
11.5
11.5
11.5
11.5
11.5
11.5
11.5
11.5
11.5
11.5
11.5
13.9
13.9
13.9
13.9
13.9
13.9
13.9
13.9
13.9
13.9
13.9
15
15
15
15
15
15
15
15
15
15
15
6
6
6
6
6
6
6
6
6
6
6
3.5
3.5
3.5
3.5
3.5
3.5

(O-E)^2
210.25
90.25
30.25
56.25
2.25
0.25
0.25
182.25
90.25
90.25
90.25
52.6
98.01
3.6
34.81
1.21
3.6
50.41
9.6
34.8
16.8
8.4
8.4
9
0
1
1
4
16
81
49
36
64
1
9
9
0
0
0
9
0
5
4
169
2.25
12.25
0.25
6.25
2.25
0.25

(O-E)^2/E
18.28
7.85
2.63
4.9
STEP 3:
0.2
0.02
Formulae:
0.02
15.85
X2=(O-E)^2/E
7.85
7.85
STEP 4:
7.85
3.7
v=5.99
7.05
0.26
E=C1*R1/n,C2*R2/n
2.5
0.09
E1=C1*R1/n=127*50/550=11.5
0.26
3.62
E2=C2*R2/n=13.9
0.7
3.8
E3=C3*R3/n=15
1.2
0.6
E4=C4*R4/n=6
0.56
0.6
E5=C5*R5/n=3.5
0
0.7
0.7
0.27
1.07
5.4
3.27
2.4
4.27
0.17
1.5
1.5
1.5
0
CONCLUSION:
0
0
A survey has been conducted among random
1.5
people and the primary data has been
0
collected using questionnaires and the data
0.83
0.67
collected
has
been
classified
and
0.64
3.5
22
0.07
1.74
0.64
0.07

interpreted .The calculated value of chi square(X2) 149.85 is greater than the table value
v=5.99.therefore null hypothesis is rejected and alternative hypothesis is taken into consideration
which implies that there is relationship between the opinion of customers and success of Indian
Railways.
REFERENCES:

https://en.wikipedia.org/wiki/Indian_Railways
https://en.wikipedia.org/wiki/Consumer_behaviour
http://praja.in/hi/~bangalore/discuss/forums/2008/08/indian-railways-invites-suggestions-

from-the-public#comment-7514
http://www.yourarticlelibrary.com/railways/indian-railway-significance-and-problems-of-

indian-railways/14136/
http://www.iracst.org/ijcbm/papers/vol3no22014/1vol3no2.pdf
http://www.academia.edu/5450850/RAILWAY_PASSENGERS_SATISFACTION_A_ST

UDY_IN_SALEM_DIVISION_OF_SOUTHERN_RAILWAY_INTRODUCTION
Class notes

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