Educational Administration: Theory and Practice
2024, 30(5), 10498-10501
ISSN: 2148-2403
https://kuey.net/ Research Article
A Study On Passengers Perception Towards IRCTC
Services In Coimbatore Junction
Mr. N. Devaram. M. com1*, Dr. E. Sakthipriya2, Dr. K. Sudhakar3, Mrs. R. Menaka4
1*Designation - Assistant Professor Organization - KG College of Arts and Science Contact number – 8072632941 Mail –
[email protected]2Designation – Assistant Professor Organization – PSG College of Arts & Science
3Designation – Assistant Professor Organization – PSG College of Arts & Science
4Designation – Assistant Professor Organization – KG College of Arts and Science
Citation: Mr. N. Devaram. M. com et al (2024), A Study On Passengers Perception Towards IRCTC Services In Coimbatore Junction,
Educational Administration: Theory and Practice, 30(5), 10498-10501
Doi: 10.53555/kuey.v30i5.4780
ARTICLE INFO ABSTRACT
The study endeavours to investigate the perceptions of passengers regarding the
services provided by the Indian Railway Catering and Tourism Corporation (IRCTC)
at Coimbatore Junction, a bustling railway hub in southern India. In an era
characterized by increasing reliance on rail transport and digital technology,
understanding passenger sentiments towards IRCTC’s offerings is paramount for
enhancing service quality and customer satisfaction. The study adopts descriptive
research method approach, comprising both quantitative surveys and qualitative
interviews, to capture a nuanced understanding of passengers’ perspectives.
Through the survey instrument, data will be collected on various aspects such as
booking experience, onboard amenities, ticketing processes, cleanliness, and overall
satisfaction levels. Additionally, qualitative interviews will provide deeper insights
into the underlying reasons behind passengers’ perceptions, allowing for a more
thorough exploration of their experiences and preferences. By examining
passengers’ perceptions towards IRCTC services, this study seeks to identify key
areas of improvement and opportunities for enhancement. Findings from the
research are expected to offer actionable insights for IRCTC and railway authorities
to optimize service delivery, streamline operations, and foster positive passenger
experiences. Moreover, the study contributes to the broader literature on
transportation management and customer satisfaction within the railway sector.
Ultimately, the research aims to contribute towards the overarching goal of
providing a seamless and enjoyable travel experience for passengers utilizing the
facilities and services offered by IRCTC at Coimbatore Junction and beyond.
Introduction
The Indian Railway Catering and Tourism Corporation (IRCTC) stands as a pivotal entity in the Indian railway
ecosystem, facilitating ticketing, catering, and tourism services for millions of passengers across the country.
Coimbatore Junction, nestled in the southern state of Tamil Nadu, serves as a bustling nexus for rail travel,
connecting various regions and facilitating the movement of passengers and goods. Against this backdrop,
understanding the perceptions of passengers towards IRCTC’s services at Coimbatore Junction emerges as a
crucial endeavour. In recent years, the railway sector has witnessed significant transformations propelled by
digital advancements and evolving consumer expectations. As travellers increasingly rely on trains for their
transportation needs, the quality of service provided by IRCTC assumes paramount importance. Factors such
as booking convenience, onboard amenities, cleanliness, and overall passenger experience play pivotal roles in
shaping perceptions towards IRCTC and influencing traveller decisions. Given the dynamic nature of the
railway industry and the diverse needs of passengers, there exists a pressing need to delve deeper into
passenger sentiments and preferences regarding IRCTC services. Through descriptive research encompassing
quantitative surveys and qualitative interviews, this study seeks to unravel the intricacies of passengers’
perceptions at Coimbatore Junction. By shedding light on areas of satisfaction, dissatisfaction, and areas for
improvement, the study aims to provide actionable insights for IRCTC and railway authorities to enhance
service delivery and optimize passenger experience. This introduction sets the stage for a detailed exploration
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Mr. N. Devaram. M. com et al / Kuey, 30(5), 4780 10499
of passengers’ perceptions towards IRCTC services at Coimbatore Junction, aiming to contribute towards the
broader goal of fostering a seamless and satisfactory rail travel experience for passengers.
Objectives of the study
➢ To know the factors influenced to use IRCTC services
➢ To analyze the level of satisfaction of passengers towards various IRCTC services.
Research Methodology
Area of the study refers to the Coimbatore city, which is the major city in the Indian state of Tamil Nadu.
Coimbatore is the Manchester of the South India. The study is based on the Descriptive Research. Primary data
is the data which directly collected by the researcher from the respondents for the study. It is the first-hand
information. The study collects the data directly from the 300 passengers who use IRCTC services in the
Coimbatore Junction Railway Station. Questionnaire has been created by using google forms and it is sent to
the passengers by using social media. If anyone of the passenger didn’t use social media, use interview method
to fill the google form by itself.Secondary data is collected from the books, journals, websites, and newspapers
related to the IRCTC services in the Coimbatore.( N-LIST, Indian Journals). The study used Convenient
Sampling method to collect data from the passengers in the Coimbatore Junction Railway Station. The study
has been used the following tools for Analyzing the collected Data with the help of SPSS Software.
➢ Average Score Analysis,
➢ Rank Analysis
Review of Literature
Bhavani, Sakthipriya (2021)1 has conducted the study on “Evaluation of Passenger Satisfaction
Towards Railway Service in Madurai Junction”. The study has mainly concentrated on the gap between
passenger expectations and perception towards service provided by the railway department and also need
suggestion to improve the satisfaction of the passengers. The study reveals that there is a huge gap between
expectation and perception in the passenger point of view towards recreation facilities, escalators and
cleanliness in the station based on the tangibility dimensions, railway doctors and railway police based on the
responsiveness dimensions, punctuality of the train based on the reliability dimensions, individual attention
to the passengers based on the empathy dimensions. The study suggested to improve the quality of different
service for reducing gap between the above-mentioned dimensions.
Margaret Divya, Nandhinidevi (2020)2 has conducted the Study on “Passengers Satisfaction
towards Indian Railway Services (With Special Reference to Madurai City)”. The main objective
of the study is to know passengers satisfaction towards the services provided by the Indian railway services in
Madurai. The study was based on both primary and secondary data. The simple random sampling method was
used to collect primary data. The secondary data was collected from Indian Railway Websites. Based on the
collected data, the study was found that the many of the passengers suggested to provide the special train
during the time of festival season and to install CCTV cameras for reducing crimes.
Vanaja and Nivethetha Bharathi (2020)3 has conducted the Study on “Passenger Satisfaction
Towards Online Booking in IRCTC Application”. The main aim of the study is analysing the online
ticket booking system of the IRCTC and its satisfaction level of passengers. The study used both primary and
secondary data. Percentage and Likert scale analysis was used to analyse the data. Based on the analysis, the
study concluded that the majority of the passengers were satisfied with the booking tickets of IRCTC through
online and majority of passengers are very easy to make money transaction for booking tickets. The study, thus
suggests to improve payment gateways and performance of the server.
Factors influenced to use IRCTC services
Table 1.1 represents the rank analysis of different factors influenced to use IRCTC services in Coimbatore
Table 1.1Factors influenced to use IRCTC services
1 2 3 4 5 6 7
Factors Total Average Rank
(7) (6) (5) (4) (3) (2) (1)
126 39 42 18 9 27 39 300
Low fare 5.06 II
882 234 210 72 27 54 39 1518
60 132 30 21 6 27 24 300
Cheap food and beverages 5.14 I
420 792 150 84 18 54 24 1542
21 27 114 48 45 24 21 300
Safe and secure ride 4.25 III
147 162 570 192 135 48 21 1275
3 30 42 144 36 33 12 300
Punctuality 3.91 IV
21 180 210 576 108 66 12 1173
18 12 36 33 150 24 27 300
Booking facility 3.45 V
126 72 180 132 450 48 27 1035
18 36 18 21 36 123 48 300
Comfortability 3.06 VII
126 216 90 84 108 246 48 918
54 24 18 15 18 42 129 300
Reservation facility 3.13 VI
378 144 90 60 54 84 129 939
10500 Mr. N. Devaram. M. com et al / Kuey, 30(5), 4780
The above table shows that out of 100 Respondents taken for the study, the most of the respondents ranked
cheap food and beverages service as Ist, followed by low fare as IInd, safe and secure ride as IIIrd, punctuality as
IVth, booking facility as Vth, reservation facility VIth and Comfortability as VIIth.
Average Score Analysis
Very Very
Services Bad Neutral Good TOTAL Mean Score
Bad Good
Ticket Booking 0 3 48 129 120 300
4.22
Facility 0 6 144 516 600 1266
0 24 135 102 39 300
Cloak room facility 3.52
0 48 405 408 195 1056
33 72 99 69 27 300
Rest Room Facility 2.95
33 144 297 276 135 885
15 42 141 60 42 300
Restaurants 3.24
15 84 423 240 210 972
3 36 129 102 30 300
Petty shops 3.4
3 72 387 408 150 1020
0 27 126 102 45 300
Escalator Facility 3.55
0 54 378 408 225 1065
Announcement & 0 3 99 138 60 300
3.85
Information Facility 0 6 297 552 300 1155
0 15 99 114 72 300
Tatkal Facility 3.81
0 30 297 456 360 1143
6 9 93 123 69 300
Seating Arrangement
3.8
Facility
6 18 279 492 345 1140
Ticket Vending 3 15 123 114 45 300
3.61
Machine 3 30 369 456 225 1083
6 21 144 93 36 300
RAMP Facility 3.44
6 42 432 372 180 1032
15 27 108 93 57 300
Waiting Hall 3.5
15 54 324 372 285 1050
3 57 126 75 39 300
Ambience 3.3
3 114 378 300 195 990
18 36 135 66 45 300
Battery car Facility 3.28
18 72 405 264 225 984
3 24 117 111 45 300
Medical Facility 3.57
3 48 351 444 225 1071
The above table shows that out of the total respondents taken for the study, 144 respondents neutrally satisfied
with the ramp facility, 138 respondents having good opinion on the Announcement & Information Facility, 120
respondents having a very good opinion on the ticket booking facility, 72 respondents having bad opinion on
the rest room facility, 33 respondents having a very bad opinion on the rest room facility at platform.
Findings
➢ Cheap food and beverage (Ist rank) is the mostly influencing the respondents to use IRCTC service in
Coimbatore.
➢ Most of the Respondents are satisfied with the ticket booking facility at platform followed by announcement
and information facility, tatkal facility, seating arrangement facility, ticket vending machine facility, medical
facility, escalator facility, cloak room facility, waiting hall facility, ramp facility, petty shop, ambience facility,
battery car facility, restaurants and finally rest room facility.
Suggestion
It is understood from the study that maintenance of restroom in the platform and train is not satisfied by the
passengers at Coimbatore city. Poor cleanliness at restrooms leads to unhealthy problems. Restrooms must be
neat and hygiene. IRCTC should concentrate on cleanliness in the restrooms. IRCTC need to improve clean
and hygienic toilets including both pay and use toilets. IRCTC shall take steps to maintain the restrooms with
sufficient water for passengers use and the damages in the toilet shall also be repaired without delay.
Conclusion
The study has provided valuable insights into the perceptions of passengers towards the services offered by the
Indian Railway Catering and Tourism Corporation (IRCTC) at Coimbatore Junction. The findings of this
research highlight several key points for consideration by IRCTC and railway authorities. Areas of
improvement such as enhancing maintaining cleanliness and addressing customer service issues have been
identified. By addressing these areas, IRCTC can enhance service quality, streamline operations, and
ultimately, improve passenger satisfaction levels. Moreover, the study underscores the importance of
continually monitoring passenger perceptions and adapting services to meet evolving needs and expectations.
Mr. N. Devaram. M. com et al / Kuey, 30(5), 4780 10501
As the railway industry continues to evolve, it is imperative for IRCTC to remain responsive to passenger
feedback and strive for continuous improvement.
Overall, the research contributes to the body of knowledge on transportation management and customer
satisfaction within the railway sector. By prioritizing passenger-centric initiatives and implementing
recommendations derived from this study, IRCTC can foster a more positive and enjoyable travel experience
for passengers at Coimbatore Junction and beyond.
Reference
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