127 CHAPTER V PROBLEMS FACED BY THE PASSENGERS OF INDIAN RAILWAYS 5.1 INTRODUCTION With the quickening pace of modernization, the Railway travelers today expect much more from the system than the railways did in the past in the form of amenities. The provision of passenger amenities is, therefore, one of the important objectives of the Indian Railways both as a business ethic and as a social obligation. The Indian Railways has issued a Citizens’ Charter on Passenger services in which, it has been pledged to ensure adequate passenger amenities in trains and at Railway stations. One of the thrust areas in the VIII Plan was to provide basic passenger amenities at all stations on a priority basis. The introduction of economic liberalization in July 1991 threw a major challenge before the Indian Railways. As a result, it took several measures to modernize the rolling stock, tractions and coaches. Steam locos were phased out altogether. Besides, it entered into joint venture with State Governments to give a fillip to various railway projects, both urban and non-urban. Special emphasis was laid on customer care and user-friendly services. This chapter deals with the problems faced by the passengers in Indian Railways. The researcher has identified the following problems:
Transcript
127
CHAPTER V
PROBLEMS FACED BY THE PASSENGERS OF INDIAN RAILWAYS
5.1 INTRODUCTION
With the quickening pace of modernization, the Railway
travelers today expect much more from the system than the railways
did in the past in the form of amenities. The provision of passenger
amenities is, therefore, one of the important objectives of the Indian
Railways both as a business ethic and as a social obligation. The
Indian Railways has issued a Citizens’ Charter on Passenger services
in which, it has been pledged to ensure adequate passenger amenities
in trains and at Railway stations. One of the thrust areas in the VIII
Plan was to provide basic passenger amenities at all stations on a
priority basis. The introduction of economic liberalization in July 1991
threw a major challenge before the Indian Railways. As a result, it
took several measures to modernize the rolling stock, tractions and
coaches. Steam locos were phased out altogether. Besides, it entered
into joint venture with State Governments to give a fillip to various
railway projects, both urban and non-urban. Special emphasis was
laid on customer care and user-friendly services.
This chapter deals with the problems faced by the passengers in
Indian Railways. The researcher has identified the following problems:
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1. Problems related to platform.
2. Problems related to reservation and booking counters.
3. Problems related to enquiry.
4. Problems related to compartments.
5. Problems related to waiting and retiring room.
In order to analyse the problems faced by the passengers of Indian
Railways, the researcher has used the Garrett’s ranking method to
rank the important problems faced by the passengers in Indian
Railways. The variables like Type of train, Class of travel, Purpose of
the journey, Residence, Usage pattern and Awareness of the
passengers are tested with the above-said problems related to Indian
Railways by using the well-known statistical tool of ‘Chi – Square
test’.
Garrett’s Ranking Technique
Garrett’s Ranking Technique was used to rank the important
problems faced by the Passengers in Indian Railways. The collected
pieces of information from the respondents of passengers were
arranged and converted into mean score values and then in turn
ranked using Garrett’s Ranking Technique.
100 (Rij-0.05) Per cent position = --------------------
Ni Where,
Rij : Rank gives for its factor by the jth individual.
Ni : Number of reasons ranked by the jth individual.
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Chi – Square Test The Chi – Square test represents a useful method of comparing
experimentally obtained data with those expected theoretically. The
following formula has been used:
(ƒo-ƒe)2 Chi-square test (x 2)= Σ----------- ƒe
Where, ƒo = Observed frequency.
ƒe = Expected frequency.
Degree of freedom (d.f) = (r-1) (c-1)
If the calculated value is greater than the table value at a
particular significant level, say 0.05 level, it is concluded that the
factor is dependent on variable for which Chi–Square is computed. If
the calculated value is less than the table value, it is concluded that
the factor is independent on the variable.
5.2 PROBLEMS RELATED TO PLATFORM
The aim of the researcher is to highlight the dominant variable
whose impact is deep in situation. The researcher identified the
problems related to platform that follow: a) Overcrowd b) unauthorized
entry, c) Lack of infrastructure facility d) Misconduct of porters and
e) Misbehaviors of public. The aim of this analysis is to identify the
foremost problem related with the platform. In order to get out of
these problems, the passengers look forward to the Indian Railways to
ensure the quality of service. Table 5.1 shows the various problems
related to platform with their mean score and rank.
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Table 5.1
Problems Related to Platform
S.No Problems Mean Score Rank
1 Overcrowd 60.09 II
2 Unauthorized entry 38.40 V
3 Infrastructure facilities 56.83 III
4 Misconduct of porters 46.04 IV
5 Misbehavior of public 68.76 I
Source: Primary data
It is observed from the table that being the misbehaviors of
public has the highest mean score of 68.76 and it ranks first among
the various problems faced in platform. Misconduct and mischief of
the public on the platform is the major issue in Indian Railways.
Overcrowd with the mean score of 60.09 and infrastructure facilities
with the mean score of 56.83 hold the second and the third ranks
respectively. Misconduct of porters with the mean score of 46.04 and
unauthorized entry with the mean score of 38.40 hold the fourth and
the fifth ranks respectively. It is inferred from the analysis that the
main problem related to platform is being misbehavior of public.
5.2.1Type of Train and Problems Related to Platform Passenger, Express, Super Fast and Special trains are the
various types of trains operated by the Indian Railways in Madurai
Division. Problems related to platform were tested with the
passengers traveled in different type of trains.
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Ha: ‘there is a significant relationship between type of train and
problems related to platform. The ranking scores of respondents
belonging to various types of trains are furnished in Table5.2.
Table 5.2
Type of Train and Problems Related to Platform
S.No Problems Passenger Express Super
Fast Special Total
1 Overcrowd 450 450 360 324 1584
2 Unauthorized
entry
366 288 224 178 1056
3 Infrastructure
facilities
378 344 396 162 1280
4 Misconduct of
porters
320 300 240 228 1088
5 Misbehavior of
public
646 658 460 428 2192
Total 2160 2040 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 86.57
Table value at 5% significant level for 12 d.f = 21.03
The calculated value is greater than the table value. It implies
that the hypothesis ‘there is a significant relationship between
type of train and problems related to platform’ holds good. This
confirms statistically that there is a significant relationship between
type of train and problems related to platform.
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5.2.2 Class of Travel and Problems Related to Platform
Problems related to platform are tested with the class in which
the passengers traveled in Indian Railways.
Ha: ‘there is a significant relationship between class-wise travel
particulars of passengers and problems related to platform’. The
ranking scores of respondents belonging to different class of travel are
furnished in Table 5.3.
Table 5.3
Class of Travel and Problems Related to Platform
S.No Problems Class of Travel
Total II Class I Class A C
1 Overcrowd 904 384 296 1584
2 Unauthorized entry 640 236 180 1056
3 Infrastructure facilities 756 280 244 1280
4 Misconduct of porters 656 260 172 1088
5 Misbehavior of public 1244 520 428 2192
Total 4200 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 12.51
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between class
of travel and problems related to platform’ does not hold good.
This statistically reveals that there is no significant relationship
between class of travel and problems related to platform.
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5.2.3 Purpose of the Journey and Problems Related to Platform
The purpose of the journey is tested with problems related to
platform.
Ha: ‘there is a significant relationship between purpose of the
journey and problems related to platform’. The ranking scores of the
respondents are furnished in Table 5.4.
Table 5.4
Purpose of the Journey and Problems Related to Platform
S.No Problems Purpose
Total Business Personal
1 Overcrowd 992 592 1584
2 Unauthorized entry 688 368 1056
3 Infrastructure facilities 736 544 1280
4 Misconduct of porters 636 452 1088
5 Misbehavior of public 1268 924 2192
Total 4320 2880 7200
Source: Primary data
Calculated value of x 2 = 24.88
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between
purpose of the journey and problems related to platform’ holds
good. Thus it is statistically revealed that there is a significant
relationship between purpose of the journey and problems related to
platform.
134
5.2.4 Residence and Problems Related to Platform
The residence of the passengers is tested with problems related
to platform.
Ha: ‘there is a significant relationship between residence of the
passengers and problems related to platform are furnished in Table
5.5
Table 5.5
Residence and Problems Related to Platform
S.No Problems
Residence
Total Urban Rural
1 Overcrowd 1016 568 1584
2 Unauthorized entry 568 488 1056
3 Infrastructure facilities 724 556 1280
4 Misconduct of porters 648 440 1088
5 Misbehavior of public 1244 948 2192
Total 4200 3000 7200
Source: Primary data
Calculated value of x 2 = 35.54
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is seen to be more than the table value. It
implies that the hypothesis ‘there is a significant relationship
between residence of the passengers and problems related to
platform’ holds good. This reveals statistically that there is a
significant relationship between residence of the passengers and
problems related to platform.
135
5.2.5 Usage pattern and Problems Related to Platform Problems related to platform are tested with the usage pattern of
passengers.
Ha: ‘there is a significant relationship between Usage pattern
and problems related to platform’. The ranking scores of respondents
belonging to different Usage pattern are furnished in Table 5.6.
Table 5.6
Usage pattern and Problems Related to Platform
S.No Problems Usage pattern
Total Single Family Both
1 Overcrowd 664 624 296 1584
2 Unauthorized
entry
400 476 180 1056
3 Infrastructure
facilities
516 520 244 1280
4 Misconduct of
porters
416 500 172 1088
5 Misbehavior of
public
1004 820 368 2192
Total 3000 2940 1260 7200
Source: Primary data
Calculated value of x 2 = 40.66
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between Usage
pattern and problems related to platform’ holds good. This
136
statistically reveals that there is a significant relationship between
Usage pattern and problems related to platform.
5.2.6 Awareness and Problems Related to Platform
The Passenger’s Awareness is tested with problems related to
platform.
Ha: ‘there is a significant relationship between awareness and
problems related to platform’. The ranking scores of the respondents
are furnished in Table 5.7.
Table 5.7
Awareness and Problems Related to Platform
S.No Problems Awareness
Total Aware Non aware
1 Overcrowd 1016 568 1584
2 Unauthorized entry 726 330 1056
3 Infrastructure facilities 796 484 1280
4 Misconduct of porters 716 372 1088
5 Misbehavior of public 1310 882 2192
Total 4560 2640 7200
Source: Primary data
Calculated value of x 2 = 30.68
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between
awareness and problems related to platform’ holds good. Thus it
is statistically revealed that there is a significant relationship between
awareness and problems related to platform.
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5.3 PROBLEMS RELATED TO RESERVATION AND BOOKING
COUNTERS
The aim of the researcher is to highlight the dominant variable
whose impact is deep in situation. Booking facilities provided at the
station for issue of tickets to the public through Advanced Reservation
Window or Current Booking Window. The researcher identified the
problems related to reservation and booking counters that follow: a)
Inconvenient time b) Undue influence of agents, c) Cumbersome
procedure d) Abnormal charges and e) Insufficient number of
counters. The aim of this analysis is to identify the foremost problem
related with the reservation and booking counters. Table 5.8 shows
the various problems related to reservation and booking counters with
their mean score and rank.
Table 5.8
Problems Related to Reservation and Booking Counters
S.No Problems Mean Score Rank
1 Inconvenient time 55.32 II
2 Undue influence of agents 56.89 I
3 Cumbersome procedure 48.67 III
4 Abnormal charges 41.68 V
5 Insufficient number of counters 45.07 IV
Source: Primary data
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It is inferred from the table that foremost problem is Undue
influence of agents has the highest mean score of 56.89 and it ranks
the first among the various problems related to the reservation and
booking counters. Inconvenient time with the mean score of 55.32 and
cumbersome procedure with the mean score of 48.67 holds second
and third rank. The insufficient number of counters with the mean
score of 45.07 and abnormal charges with the mean score of 41.68
hold the fourth and the fifth ranks respectively. It is observed from the
above analysis that the major problem related to reservation and
booking counters is that it is undue influence of agents.
5.3.1 Type of Train and Problems Related to Reservation and
Booking Counters Passenger, Express, Super Fast and Special trains are the
various types of trains operated by the Indian Railways in Madurai
Division. Problems related to reservation and booking counters are
tested train-wise.
Ha: ‘there is a significant relationship between type of train and
problems related to reservation and booking counters. The ranking
scores of respondents belonging to various type of trains are furnished
in Table 5.9.
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Table 5.9 Type of Train and Problems Related to Reservation and
Booking Counters
S.No Problems Passenger Express Super
Fast Special Total
1 Inconvenient time 468 454 376 282 1580
2 Undue influence of agents
636 620 508 368 2132
3 Cumbersome procedure
424 378 318 224 1344
4 Abnormal charges 316 300 244 160 1020
5 Insufficient number of counters
316 288 234 286 1124
Total 2160 2040 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 48.80
Table value at 5% significant level for 12 d.f = 21.03
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between type of
train and problems related to reservation and booking counters’
holds good. This confirms statistically that there is a significant
relationship between type of train and problems related to reservation
and booking counters.
5.3.2. Class of Travel and Problems Related to Reservation and
Booking Counters
Problems related to reservation and booking counters are tested
with the class in which the passengers traveled in Indian Railways.
Ha: ‘there is a significant relationship between class of travel
and problems related to reservation and booking counters’. The
140
ranking scores of respondents belonging to different class of travel are
furnished in Table 5.10.
Table 5.10
Class of Travel and Problems Related to reservation and
booking counters
S.No Problems Class of Travel
Total II Class I Class A C
1 Inconvenient time 930 404 246 1580
2 Undue influence of agents 1230 510 392 2132
3 Cumbersome procedure 812 328 204 1344
4 Abnormal charges 612 230 178 1020
5 Insufficient number of counters
616 208 300 1124
Total 4200 1680 1320 7200
Source: Primary data
Calculated value of x 2 =77.11
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between class
of travel and problems related to reservation and booking
counters’ holds good. This statistically reveals that there is a
significant relationship between class of travel and problems related to
reservation and booking counters.
5.3.3 Purpose of the Journey and Problems Related to
Reservation and booking counters
The purpose of the journey is tested with problems related to
reservation and booking counters.
141
Ha: ‘there is a significant relationship between purpose of the
journey and problems related to reservation and booking counters’.
The ranking scores of the respondents are furnished in Table 5.11.
Table 5.11 Purpose of the Journey and Problems Related to Reservation
and booking counters
S.No Problems Purpose
Total Business Personal
1 Inconvenient time 940 640 1580
2 Undue influence of agents 1272 860 2132
3 Cumbersome procedure 824 520 1344
4 Abnormal charges 624 396 1020
5 Insufficient number of
counters
660 464 1124
Total 4320 2880 7200
Source: Primary data
Calculated value of x 2 = 2.59
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between
purpose of the journey and problems related to reservation and
booking counters’ does not hold good. Thus it is statistically revealed
that there is no significant relationship between purpose of the
journey and problems related to reservation and booking counters.
5.3.4 Residence and Problems Related to Reservation and
booking counters
The residence of the passengers is tested with problems related
to reservation and booking counters.
142
Ha: ‘there is a significant relationship between residence of the
passengers and problems related to reservation and booking
counters’. The ranking scores of the passengers are furnished in Table
5.12
Table 5.12 Residence and Problems Related to Reservation and booking
counters
S.No Problems Residence
Total Urban Rural
1 Inconvenient time 930 650 1580
2 Undue influence of agents 1280 852 2132
3 Cumbersome procedure 808 536 1344
4 Abnormal charges 612 408 1020
5 Insufficient number of counters 570 554 1124
Total 4200 3000 7200
Source: Primary data
Calculated value of x 2 = 32.52
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is seen to be more than the table value. It
implies that the hypothesis ‘there is a significant relationship
between residence of the passengers and problems related to
reservation and booking counters’ holds good. This reveals
statistically that there is a significant relationship between residence
of the passengers and problems related to reservation and booking
counters.
143
5.3.5 Usage pattern and Problems Related to Reservation and
booking counters
Problems related to reservation and booking counters are tested
with the usage pattern of passengers.
Ha: ‘there is a significant relationship between Usage pattern
and problems related to reservation and booking counters’. The
ranking scores of respondents belonging to different Usage pattern are
furnished in Table 5.13.
Table 5.13 Usage pattern and Problems Related to
Reservation and booking counters
S.No Problems Usage pattern
Total Single Family Both
1 Inconvenient time 672 684 224 1580
2 Undue influence of agents 898 902 332 2132
3 Cumbersome procedure 580 564 200 1344
4 Abnormal charges 410 392 218 1020
5 Insufficient number of counters 440 398 286 1124
Total 3000 2940 1260 7200
Source: Primary data
Calculated value of x 2 = 85.83
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between Usage
pattern and problems related to reservation and booking
counters’ holds good. This statistically reveals that there is a
significant relationship between Usage pattern and problems related
to reservation and booking counters.
144
5.3.6 Awareness and Problems Related to Reservation and
booking counters
The Awareness about with problems related to reservation and
booking counters is tested.
Ha: ‘there is a significant relationship between awareness and
problems related to reservation and booking counters’. The ranking
scores of the respondents are furnished in Table 5.14.
Table 5.14 Awareness and Problems Related to Reservation and booking
counters
S.No Problems Awareness
Total Aware Non aware
1 Inconvenient time 1020 560 1580
2 Undue influence of agents 1360 772 2132
3 Cumbersome procedure 824 520 1344
4 Abnormal charges 672 348 1020
5 Insufficient number of counters 684 440 1124
Total 4560 2640 7200
Source: Primary data
Calculated value of x 2 = 9.41
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between
awareness and problems related to reservation and booking
counters’ does not hold good. Thus it is statistically revealed that
there is no significant relationship between awareness and problems
related to reservation and booking counters.
145
5.4 PROBLEMS RELATED TO ENQUIRY
Indian Railways offers various facilities and amenities to the
passengers for providing comfort, convenience and satisfaction. Out
of these, enquiry counter plays a vital role in customer service. The
information on fares, availability position of seats and berth is
accessible at any passenger reservation system terminal.
Computerization has brought about transparency in the reservation
system. The researcher identified the following problems related to
enquiry that follow: a) Poor response b) Inadequate information, c)
Improper maintenance of touch screen d) Waiting for long time in
queue and e) Lack of Advanced communication systems. The aim of
this analysis is to identify the foremost problem related with the
enquiry. Table 5.15 shows the various problems related to enquiry
with their mean score and rank.
Table 5.15
Problems Related to Enquiry
S.No Problems Mean Score Rank
1 Poor response 64.63 I
2 Inadequate information 63.26 II
3 Improper maintenance of touch
screen
42.68 III
4 Waiting for long time in queue 37.54 V
5 Lack of Advanced communication
systems
39.71 IV
Source: Primary data
146
Table 5.15 reveals that poor response has the highest mean score
of 64.63 and it stands the first among the various problems.
Inadequate information with the mean score of 63.26 holds the second
rank. Improper maintenance of touch screen with the mean score of
42.68 holds the third rank. The lack of advanced communication
systems with the mean score of 39.71 and Waiting for long time in
queue with the mean score of 37.54 hold the fourth and the fifth
ranks respectively. It is inferred from the analysis that the major
problem is the poor response.
5.4.1 Type of Train and Problems Related to Enquiry
Passenger, Express, Super Fast and Special trains are the
various types of trains operated by the Indian Railways in Madurai
Division. Problems related to enquiry are tested train-wise.
Ha: ‘there is a significant relationship between type of train and
problems related to enquiry. The ranking scores of respondents
belonging to various types of trains are furnished in Table 5.16.
147
Table 5.16
Type of Train and Problems Related to Enquiry
S.No Problems Passenger Express Super
Fast Special Total
1 Poor response 640 612 504 364 2120
2 Inadequate
information
448 424 352 232 1456
3
Improper
maintenance of
touch screen
408 372 318 190 1288
4 Waiting for long
time in queue
344 320 260 228 1152
5
Lack of Advanced
communication
systems
320 312 246 306 1184
Total 2160 2040 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 65.61
Table value at 5% significant level for 12 d.f = 21.03
The calculated value is greater than the table value. It implies
that the hypothesis ‘there is a significant relationship between
type of train and problems related to enquiry’ holds good. This
confirms statistically that there is a significant relationship between
type of train and problems related to enquiry.
5.4.2 Class of Travel and Problems Related to Enquiry
Problems related to enquiry are tested with the class in which
the passengers traveled in Indian Railways.
148
Ha: ‘there is a significant relationship between class of travel
and problems related to enquiry’. The ranking scores of respondents
belonging to different class of travel are furnished in Table 5.17.
Table 5.17 Class of Travel and Problems Related to enquiry
S.No Problems Class of Travel
Total II Class I Class A C
1 Poor response 1246 508 366 2120
2 Inadequate information 860 352 244 1456
3 Improper maintenance
of touch screen
780 306 202 1288
4 Waiting for long time in
queue
684 278 190 1152
5 Lack of Advanced
communication systems
630 236 318 1184
Total 4200 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 71.21
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is greater than the table value. It implies
that the hypothesis ‘there is a significant relationship between
class of travel and problems related to enquiry’ holds good. This
statistically reveals that there is a significant relationship between
class of travel and problems related to enquiry.
149
5.4.3 Purpose of the Journey and Problems Related to Enquiry
The purpose of the journey is tested with problems related to
enquiry.
Ha: ‘there is a significant relationship between purpose of the
journey and problems related to enquiry’. The ranking scores of the
respondents are furnished in Table 5.18.
Table 5.18 Purpose of the Journey and Problems Related to Enquiry
S.No Problems Purpose
Total Business Personal
1 Poor response 1284 836 2120
2 Inadequate information 872 584 1456
3 Improper maintenance
of touch screen
740 548 1288
4 Waiting for long time in
queue
708 444 1152
5 Lack of Advanced
communication systems
716 468 1184
Total 4320 2880 7200
Source: Primary data
Calculated value of x 2 = 4.90
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between
purpose of the journey and problems related to enquiry’ does not
hold good. Thus it is statistically revealed that there is no significant
relationship between purpose of the journey and problems related to
enquiry.
150
5.4.4 Residence and Problems Related to Enquiry
The residence of the passengers is tested with problems related
to enquiry.
Ha: ‘there is a significant relationship between residence of the
passengers and problems related to enquiry’. The ranking scores of
the passengers are furnished in Table 5.19
Table 5.19
Residence and Problems Related to Enquiry
S.No Problems
Residence
Total Urban Rural
1 Poor response 1264 856 2120
2 Inadequate information 868 588 1456
3 Improper maintenance of touch screen 768 520 1288
4 Waiting for long time in queue 682 470 1152
5 Lack of Advanced communication
systems
618 566 1184
Total 4200 3000 7200
Source: Primary data
Calculated value of x 2 = 22.03
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is seen to be more than the table value. It
implies that the hypothesis ‘there is a significant relationship
between residence of the passengers and problems related to
enquiry’ holds good. This reveals statistically that there is a
significant relationship between residence of the passengers and
problems related to enquiry.
151
5.4.5 Usage pattern and Problems Related to Enquiry
Problems related to enquiry are tested with the usage pattern of
passengers.
Ha: ‘there is a significant relationship between Usage pattern
and problems related to enquiry’. The ranking scores of respondents
belonging to different Usage pattern are furnished in Table 5.20.
Table 5.20 Usage pattern and Problems Related to Enquiry
S.No Problems Usage pattern
Total Single Family Both
1 Poor response 892 896 332 2120
2 Inadequate information 648 604 204 1456
3 Improper maintenance of
touch screen
552 564 172 1288
4 Waiting for long time in
queue
410 468 274 1152
5 Lack of Advanced
communication systems
490 496 198 1184
Total 3000 2940 1260 7200
Source: Primary data
Calculated value of x 2 = 71.16
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between Usage
pattern and problems related to enquiry’ holds good. This
statistically reveals that there is a significant relationship between
Usage pattern and problems related to enquiry.
152
5.4.6 Awareness and Problems Related to Enquiry
The Awareness is tested with problems related to enquiry.
Ha: ‘there is a significant relationship between awareness and
problems related to enquiry’. The ranking scores of the respondents
are furnished in Table 5.21.
Table 5.21
Awareness and Problems Related to Enquiry
S.No Problems Awareness
Total Aware Non aware
1 Poor response 1321 799 2120
2 Inadequate information 904 552 1456
3 Improper maintenance of
touch screen 807 481 1288
4 Waiting for long time in
queue 734 418 1152
5 Lack of Advanced
communication systems 794 390 1184
Total 4560 2640 7200
Source: Primary data
Calculated value of x 2 = 9.34
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between
awareness and problems related to enquiry’ does not holds good.
Thus it is statistically revealed that there is no significant relationship
between awareness and problems related to enquiry.
153
5.5 PROBLEMS RELATED TO COMPARTMENTS
Integral Coach Factory was set up in collaboration with a
Swedish concern to manufacture anti-telescopic metal-bodied
compartments. The new compartments have drastically reduced
causalities in train accidents with improved fittings and features to
enhance their crashworthiness. The researcher identified the
problems related to compartments that follow: a) Lack of security, b)
Poor sanitation, c) Disturbance from hawkers d) Improper
maintenance of electrical fittings and e) Maintenance of seats and
berths. The aim of this analysis is to identify the foremost problem
related with the compartments. Table 5.22 shows the various
problems related to compartments with their mean score and rank.
Table 5.22
Problems Related to Compartments
S.No Problems Mean Score Rank
1 Lack of security 63.96 I
2 Poor sanitation 44.75 IV
3 Disturbance from hawkers 60.19 II
4 Improper maintenance of
electrical fittings
51.62 III
5 Maintenance of seats and berths 35.43 V
Source: Primary data
Table 5.22 reveals that lack of security has the highest mean
score of 63.96 and it ranks the first among the various problems
related to compartments. Disturbance from hawkers with the mean
score of 60.19 holds the second rank. Improper maintenance of
154
electrical fittings with the mean score of 51.62 holds the third rank.
Poor sanitation with the mean score of 44.75 and Maintenance of
seats and berths with the mean score of 35.43 hold the fourth and the
fifth ranks respectively. It is inferred from the above analysis that the
major problem related to compartments is lack of security.
5.4.7 Type of Train and Problems Related to Compartments Passenger, Express, Super Fast and Special trains are the
various types of trains operated by the Indian Railways in Madurai
Division. Problems related to compartments are tested train-wise.
Ha: ‘there is a significant relationship between type of train and
problems related to compartments. The ranking scores of respondents
belonging to various types of trains are furnished in Table 5.23.
Table 5.23 Type of Train and Problems Related to Compartments
S.No Problems Passenger Express Super
Fast Special Total
1 Lack of security 612 584 460 330 1986
2 Poor sanitation 310 322 260 202 1094
3 Disturbance from
hawkers
548 510 424 310 1792
4 Improper maintenance
of electrical fittings
402 360 308 210 1280
5 Maintenance of seats
and berths
288 264 228 268 1048
Total 2160 2040 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 48.08
Table value at 5% significant level for 12 d.f = 21.03
155
The calculated value is greater than the table value. It implies
that the hypothesis ‘there is a significant relationship between
type of train and problems related to compartments’ holds good.
This confirms statistically that there is a significant relationship
between type of train and problems related to compartments.
5.4.8 Class of Travel and Problems Related to Compartments
Problems related to compartments are tested with the class in
which the passengers traveled in Indian Railways.
Ha: ‘there is a significant relationship between class of travel
and problems related to compartments’. The ranking scores of
respondents belonging to different class of travel are furnished in
Table 5.24.
Table 5.24 Class of Travel and Problems Related to compartments
S.No Problems Class of Travel
Total II Class I Class A C
1 Lack of security 1162 463 361 1986
2 Poor sanitation 639 255 200 1094
3 Disturbance from hawkers 1052 418 322 1792
4 Improper maintenance of
electrical fittings 761 299 220 1280
5 Maintenance of seats and
berths 586 245 217 1048
Total 4200 1680 1320 7200 Source: Primary data
Calculated value of x 2 = 5.77
Table value at 5% significant level for 8 d.f = 15.51
156
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between class
of travel and problems related to compartments’ does not hold
good. This statistically reveals that there is no significant relationship
between class of travel and problems related to compartments.
5.4.9 Purpose of the Journey and Problems Related to
compartments
The purpose of the journey is tested with problems related to
compartments.
Ha: ‘there is a significant relationship between purpose of the
journey and problems related to compartments’. The ranking scores of
the respondents are furnished in Table 5.25.
Table 5.25 Purpose of the Journey and Problems Related to compartments
S.No Problems Purpose
Total Business Personal
1 Lack of security 1190 796 1986
2 Poor sanitation 658 436 1094
3 Disturbance from hawkers 1070 722 1792
4 Improper maintenance of
electrical fittings 776 504 1280
5 Maintenance of seats and
berths 626 422 1048
Total 4320 2880 7200 Source: Primary data
Calculated value of x 2 = 0.32
Table value at 5% significant level for 4 d.f = 9.49.
157
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between
purpose of the journey and problems related to compartments’
does not hold good. Thus it is statistically revealed that there is no
significant relationship between purpose of the journey and problems
related to compartments.
5.4.10 Residence and Problems Related to Compartments
The residence of the passengers is tested with problems related
to compartments.
Ha: ‘there is a significant relationship between residence of the
passengers and problems related to compartments’. The ranking
scores of the passengers are furnished in Table 5.26
Table 5.26 Residence and Problems Related to Compartments
S.No Problems Residence
Total Urban Rural
1 Lack of security 1128 858 1986
2 Poor sanitation 612 482 1094
3 Disturbance from hawkers 1024 768 1792
4 Improper maintenance of
electrical fittings
720 560 1280
5 Maintenance of seats and berths 716 332 1048
Total 4200 3000 7200
Source: Primary data
Calculated value of x 2 = 50.84
Table value at 5% significant level for 4 d.f = 9.49.
158
The calculated value is seen to be more than the table value. It
implies that the hypothesis ‘there is a significant relationship
between residence of the passengers and problems related to
compartments’ holds good. This reveals statistically that there is a
significant relationship between residence of the passengers and
problems related to compartments.
5.4.11 Usage pattern and Problems Related to Compartments
Problems related to compartments are tested with the usage
pattern of passengers.
Ha: ‘there is a significant relationship between Usage pattern
and problems related to compartments’. The ranking scores of
respondents belonging to different Usage pattern are furnished in
Table 5.27.
Table 5.27
Usage pattern and Problems Related to Compartments
S.No Problems Usage pattern
Total Single Family Both 1 Lack of security 820 830 336 1986
2 Poor sanitation 460 464 170 1094
3 Disturbance from hawkers
748 744 300 1792
4 Improper maintenance of electrical fittings
548 536 196 1280
5 Maintenance of seats and berths
424 366 258 1048
Total 3000 2940 1260 7200
Source: Primary data
Calculated value of x 2 = 48.72
Table value at 5% significant level for 8 d.f = 15.51
159
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between Usage
pattern and problems related to compartments’ holds good. This
statistically reveals that there is a significant relationship between
Usage pattern and problems related to compartments.
5.4.12 Awareness and Problems Related to Compartments
The Awareness is tested with problems related to
compartments.
Ha: ‘there is a significant relationship between awareness and
problems related to compartments’. The ranking scores of the
respondents are furnished in Table 5.28.
Table 5.28
Awareness and Problems Related to Compartments
S.No Problems Awareness
Total Aware Non aware
1 Lack of security 1278 708 1986
2 Poor sanitation 618 476 1094
3 Disturbance from hawkers 1144 648 1792
4 Improper maintenance of
electrical fittings
812 468 1280
5 Maintenance of seats and
berths
708 340 1048
Total 4560 2640 7200
Source: Primary data
Calculated value of x 2 = 31.20
Table value at 5% significant level for 4 d.f = 9.49.
160
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between
awareness and problems related to compartments’ holds good.
Thus it is statistically revealed that there is a significant relationship
between awareness and problems related to compartments.
5.5 PROBLEMS RELATED TO WAITING AND RETIRING ROOMS
Waiting hall is a space provided for the passengers who are
waiting for their next train. The Railways are also providing lodging
facilities to the passengers although to a limited extent in the form of
retiring rooms. Retiring Room and dormitories is one of the desirable
amenities in stations. Only those holding valid tickets for
inward/outward journey are eligible to make user of this amenity. It is
available at a very reasonable cost. The provision of retiring rooms
should be made only where a minimum of 40% occupation was
expected. Table 5.29 shows the various problems related to waiting
and retiring rooms with their mean score and rank.
Table 5.29
Problems Related to Waiting and Retiring Rooms
S.No Problems Mean Score Rank
1 Poor maintenance 44.93 IV 2 Misuse of co-passengers 63.78 I 3 Inadequate facilities 56.91 III 4 Misuse of employees 60.39 II 5 Exorbitant rent 41.86 V
Source: Primary data
161
Table 5.29 reveals that Misuse of co-passengers has the highest
mean score of 63.78 and it ranks the first among the various problems
related to waiting and retiring rooms. Misuse of employees with the
mean score of 60.39 holds the second rank and inadequate facility
with the mean score of 56.91 holds the third rank. Poor maintenance
with the mean score of 44.93 and Exorbitant rent with the mean score
of 41.86 hold the fourth and the fifth ranks respectively. It is inferred
from the above analysis that the major problem related to waiting and
retiring rooms is Misuse of co-passengers.
5.5.1 Type of Train and Problems Related to Waiting and Retiring
rooms
Passenger, Express, Super Fast and Special trains are the
various types of trains operated by the Indian Railways in Madurai
Division. Problems related to waiting and retiring rooms are tested
train-wise.
Ha: ‘there is a significant relationship between type of train and
problems related to waiting and retiring rooms. The ranking scores of
respondents belonging to various types of trains are furnished in
Table 5.30.
162
Table 5.30
Type of Train and Problems Related to Waiting and Retiring
rooms
S.No Problems Passenger Express Super
Fast Special Total
1 Poor maintenance 438 410 304 238 1390
2 Misuse of co-
passengers
548 534 450 324 1856
3 Inadequate facilities 396 372 262 250 1280
4 Misuse of employees 478 430 386 294 1588
5 Exorbitant rent 300 294 278 214 1086
Total 2160 2040 1680 1320 7200
Source: Primary data
Calculated value of x 2 = 19.64
Table value at 5% significant level for 12 d.f = 21.03
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between type of
train and problems related to waiting and retiring rooms’ does
not hold good. This confirms statistically that there is no significant
relationship between type of train and problems related to waiting and
retiring rooms.
5.5.2 Class of Travel and Problems Related to Waiting and
Retiring rooms
Problems related to waiting and retiring rooms are tested with
the class in which the passengers traveled in Indian Railways.
163
Ha: ‘there is a significant relationship between class of travel
and problems related to waiting and retiring rooms’. The ranking
scores of respondents belonging to different class of travel are
furnished in Table 5.31.
Table 5.31
Class of Travel and Problems Related to waiting and Retiring
rooms
S.No Problems Class of Travel
Total II Class I Class A C
1 Poor maintenance
814 324 252 1390
2 Misuse of co-passengers 1086 433 337 1856
3 Inadequate facilities 755 299 226 1280
4 Misuse of employees 939 371 278 1588
5 Exorbitant rent 606 253 227 1086
Total 4200 1680 1320 7200 Source: Primary data
Calculated value of x 2 = 6.20
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between class
of travel and problems related to waiting and retiring rooms’
does not hold good. This statistically reveals that there is no
significant relationship between class of travel and problems related to
waiting and retiring rooms.
164
5.5.3 Purpose of the Journey and Problems Related to Waiting
and Retiring rooms
The purpose of the journey is tested with problems related to
waiting and retiring rooms.
Ha: ‘there is a significant relationship between purpose of the
journey and problems related to waiting and retiring rooms’. The
ranking scores of the respondents are furnished in Table 5.32.
Table 5.32
Purpose of the Journey and Problems Related to Waiting and
Retiring rooms
S.No Problems Purpose
Total Business Personal
1 Poor maintenance 852 538 1390
2 Misuse of co-passengers 1118 738 1856
3 Inadequate facilities 790 490 1280
4 Misuse of employees 974 614 1588
5 Exorbitant rent 586 500 1086
Total 4320 2880 7200
Source: Primary data
Calculated value of x 2 = 20.28
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between
purpose of the journey and problems related to waiting and
retiring rooms’ holds good. Thus it is statistically revealed that there
165
is a significant relationship between purpose of the journey and
problems related to waiting and retiring rooms.
5.5.4 Residence and Problems Related to Waiting and Retiring
rooms
The residence of the passengers is tested with problems related
to waiting and retiring rooms.
Ha: ‘there is a significant relationship between residence of the
passengers and problems related to waiting and retiring rooms’. The
ranking scores of the passengers are furnished in Table 5.33
Table 5.33
Residence and Problems Related to Waiting and Retiring rooms
S.No Problems Residence
Total Urban Rural
1 Poor maintenance 868 522 1390
2 Misuse of co-passengers 1124 732 1856
3 Inadequate facilities 756 524 1280
4 Misuse of employees 856 732 1588
5 Exorbitant rent 596 490 1086
Total 4200 3000 7200
Source: Primary data
Calculated value of x 2 = 31.94
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is seen to be more than the table value. It
implies that the hypothesis ‘there is a significant relationship
between the residence of the passengers and the problems
related to waiting and retiring rooms’ holds good. This reveals
statistically that there is a significant relationship between the
166
residence of the passengers and the problems related to waiting and
retiring rooms.
5.5.5 Usage pattern and Problems Related to Waiting and retiring
rooms
Problems related to waiting and retiring rooms are tested with
the usage pattern of passengers.
Ha: ‘there is a significant relationship between Usage pattern
and problems related to waiting and retiring rooms’. The ranking
scores of respondents belonging to different Usage pattern are
furnished in Table 5.34.
Table 5.34 Usage pattern and Problems Related to Waiting and Retiring
Rooms
S.No Problems Usage pattern
Total Single Family Both
1 Poor maintenance 604 594 192 1390
2 Misuse of co-passengers 784 768 304 1856
3 Inadequate facilities 548 534 198 1280
4 Misuse of employees 660 658 270 1588
5 Exorbitant rent 404 386 296 1086
Total 3000 2940 1260 7200
Source: Primary data
Calculated value of x 2 = 90.46
Table value at 5% significant level for 8 d.f = 15.51
The calculated value is more than the table value. It implies that
the hypothesis ‘there is a significant relationship between Usage
pattern and problems related to waiting and retiring rooms’
holds good. This statistically reveals that there is a significant
167
relationship between Usage pattern and problems related to waiting
and retiring rooms.
5.5.6 Awareness and Problems Related to Waiting and retiring
rooms
The Awareness is tested with problems related to waiting and
retiring rooms.
Ha: ‘there is a significant relationship between awareness and
problems related to waiting and retiring rooms’. The ranking scores of
the respondents are furnished in Table 5.35.
Table 5.35
Awareness and Problems Related to Waiting and Retiring
rooms
S.No Problems Awareness
Total Aware Non aware
1 Poor maintenance 898 492 1390
2 Misuse of co-passengers 1186 670 1856
3 Inadequate facilities 826 454 1280
4 Misuse of employees 1002 586 1588
5 Exorbitant rent 648 438 1086
Total 4560 2640 7200
Source: Primary data
Calculated value of x 2 = 8.34
Table value at 5% significant level for 4 d.f = 9.49.
The calculated value is less than the table value. It implies that
the hypothesis ‘there is a significant relationship between
awareness and problems related to waiting and retiring rooms’
does not hold good. Thus it is statistically revealed that there is no
168
significant relationship between awareness and problems related to
waiting and retiring rooms.
5.7. A SUM UP
The introduction of economic liberalization in July 1991 threw a
major challenge before the Indian Railways. As a result, it took several
measures to modernize the rolling stock, tractions and coaches.
Special emphasis was laid on customer care and user-friendly
services. Even then there are certain problems faced by the
passengers in Indian Railways. The passengers are facing problems
related to platform, reservation and booking counters, enquiry,
compartments, waiting and retiring room and general services. The
variables like Type of train, Class of travel, Purpose of the journey,
Residence, Usage pattern and Awareness of the passengers are tested
with the above-said problems related to Indian Railways by using the
well-known statistical tool of ‘Chi – Square test’. The analysis
revealed that the main problem related to platform form is being the
misbehavior of public.
The analysis reveals that there is no significant relationship
between class of travel and problems related to platform. All other
variables of type of train, purpose of the journey, residence, usage
pattern and awareness have significant relationship with problem
related to platform.
The major problem faced by the passengers in terms of
reservation and booking counters is the undue influence of agents. It
is found that the two variables of purpose of the journey and
169
awareness have no significant relationship with problem related to
reservation and booking counters.
Poor response is one of the major problems faced by the
passengers. The study concludes that there is no significant
relationship between purpose of the journey and awareness and
problems related to enquiry. All other four variables - type of train,
class of travel, residence and usage pattern have significant
relationship with problems related to enquiry.
The major problem faced by the passengers in relation to
compartments is lack of security. The study reveals that there is no
significant relationship between class of travel and purpose of the
journey problem related to compartments. All other variables of type
of train, residence, usage pattern and awareness have significant
relationship with problem related to compartments.
It is found that the main problem related to waiting and retiring
rooms is the misuse of co-passengers. The study discloses that the
variables of purpose of the journey, residence and usage pattern have
significant relationship with the problem related to waiting and
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