CHAPTER V PROBLEMS FACED BY THE PASSENGERS 5.pdf · PROBLEMS FACED BY THE PASSENGERS OF INDIAN RAILWAYS…

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<ul><li><p> 127</p><p>CHAPTER V </p><p>PROBLEMS FACED BY THE PASSENGERS OF INDIAN RAILWAYS </p><p>5.1 INTRODUCTION </p><p> With the quickening pace of modernization, the Railway </p><p>travelers today expect much more from the system than the railways </p><p>did in the past in the form of amenities. The provision of passenger </p><p>amenities is, therefore, one of the important objectives of the Indian </p><p>Railways both as a business ethic and as a social obligation. The </p><p>Indian Railways has issued a Citizens Charter on Passenger services </p><p>in which, it has been pledged to ensure adequate passenger amenities </p><p>in trains and at Railway stations. One of the thrust areas in the VIII </p><p>Plan was to provide basic passenger amenities at all stations on a </p><p>priority basis. The introduction of economic liberalization in July 1991 </p><p>threw a major challenge before the Indian Railways. As a result, it </p><p>took several measures to modernize the rolling stock, tractions and </p><p>coaches. Steam locos were phased out altogether. Besides, it entered </p><p>into joint venture with State Governments to give a fillip to various </p><p>railway projects, both urban and non-urban. Special emphasis was </p><p>laid on customer care and user-friendly services. </p><p> This chapter deals with the problems faced by the passengers in </p><p>Indian Railways. The researcher has identified the following problems: </p></li><li><p> 128</p><p>1. Problems related to platform. </p><p>2. Problems related to reservation and booking counters. </p><p>3. Problems related to enquiry. </p><p>4. Problems related to compartments. </p><p>5. Problems related to waiting and retiring room. </p><p>In order to analyse the problems faced by the passengers of Indian </p><p>Railways, the researcher has used the Garretts ranking method to </p><p>rank the important problems faced by the passengers in Indian </p><p>Railways. The variables like Type of train, Class of travel, Purpose of </p><p>the journey, Residence, Usage pattern and Awareness of the </p><p>passengers are tested with the above-said problems related to Indian </p><p>Railways by using the well-known statistical tool of Chi Square </p><p>test. </p><p>Garretts Ranking Technique </p><p> Garretts Ranking Technique was used to rank the important </p><p>problems faced by the Passengers in Indian Railways. The collected </p><p>pieces of information from the respondents of passengers were </p><p>arranged and converted into mean score values and then in turn </p><p>ranked using Garretts Ranking Technique. </p><p> 100 (Rij-0.05) Per cent position = -------------------- </p><p> Ni Where, </p><p> Rij : Rank gives for its factor by the jth individual. </p><p> Ni : Number of reasons ranked by the jth individual. </p></li><li><p> 129</p><p>Chi Square Test The Chi Square test represents a useful method of comparing </p><p>experimentally obtained data with those expected theoretically. The </p><p>following formula has been used: </p><p> (o-e)2 Chi-square test (x 2)= ----------- e </p><p>Where, o = Observed frequency. </p><p> e = Expected frequency. </p><p>Degree of freedom (d.f) = (r-1) (c-1) </p><p> If the calculated value is greater than the table value at a </p><p>particular significant level, say 0.05 level, it is concluded that the </p><p>factor is dependent on variable for which ChiSquare is computed. If </p><p>the calculated value is less than the table value, it is concluded that </p><p>the factor is independent on the variable. </p><p>5.2 PROBLEMS RELATED TO PLATFORM </p><p> The aim of the researcher is to highlight the dominant variable </p><p>whose impact is deep in situation. The researcher identified the </p><p>problems related to platform that follow: a) Overcrowd b) unauthorized </p><p>entry, c) Lack of infrastructure facility d) Misconduct of porters and </p><p>e) Misbehaviors of public. The aim of this analysis is to identify the </p><p>foremost problem related with the platform. In order to get out of </p><p>these problems, the passengers look forward to the Indian Railways to </p><p>ensure the quality of service. Table 5.1 shows the various problems </p><p>related to platform with their mean score and rank. </p></li><li><p> 130</p><p>Table 5.1 </p><p>Problems Related to Platform </p><p> S.No Problems Mean Score Rank </p><p>1 Overcrowd 60.09 II </p><p>2 Unauthorized entry 38.40 V </p><p>3 Infrastructure facilities 56.83 III </p><p>4 Misconduct of porters 46.04 IV </p><p>5 Misbehavior of public 68.76 I </p><p>Source: Primary data </p><p> It is observed from the table that being the misbehaviors of </p><p>public has the highest mean score of 68.76 and it ranks first among </p><p>the various problems faced in platform. Misconduct and mischief of </p><p>the public on the platform is the major issue in Indian Railways. </p><p>Overcrowd with the mean score of 60.09 and infrastructure facilities </p><p>with the mean score of 56.83 hold the second and the third ranks </p><p>respectively. Misconduct of porters with the mean score of 46.04 and </p><p>unauthorized entry with the mean score of 38.40 hold the fourth and </p><p>the fifth ranks respectively. It is inferred from the analysis that the </p><p>main problem related to platform is being misbehavior of public. </p><p>5.2.1Type of Train and Problems Related to Platform Passenger, Express, Super Fast and Special trains are the </p><p>various types of trains operated by the Indian Railways in Madurai </p><p>Division. Problems related to platform were tested with the </p><p>passengers traveled in different type of trains. </p></li><li><p> 131</p><p>Ha: there is a significant relationship between type of train and </p><p>problems related to platform. The ranking scores of respondents </p><p>belonging to various types of trains are furnished in Table5.2. </p><p>Table 5.2 </p><p>Type of Train and Problems Related to Platform </p><p>S.No Problems Passenger Express Super </p><p>Fast Special Total </p><p>1 Overcrowd 450 450 360 324 1584 </p><p>2 Unauthorized </p><p>entry </p><p>366 288 224 178 1056 </p><p>3 Infrastructure </p><p>facilities </p><p>378 344 396 162 1280 </p><p>4 Misconduct of </p><p>porters </p><p>320 300 240 228 1088 </p><p>5 Misbehavior of </p><p>public </p><p>646 658 460 428 2192 </p><p> Total 2160 2040 1680 1320 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 86.57 </p><p>Table value at 5% significant level for 12 d.f = 21.03 </p><p> The calculated value is greater than the table value. It implies </p><p>that the hypothesis there is a significant relationship between </p><p>type of train and problems related to platform holds good. This </p><p>confirms statistically that there is a significant relationship between </p><p>type of train and problems related to platform. </p></li><li><p> 132</p><p>5.2.2 Class of Travel and Problems Related to Platform </p><p>Problems related to platform are tested with the class in which </p><p>the passengers traveled in Indian Railways. </p><p>Ha: there is a significant relationship between class-wise travel </p><p>particulars of passengers and problems related to platform. The </p><p>ranking scores of respondents belonging to different class of travel are </p><p>furnished in Table 5.3. </p><p>Table 5.3 </p><p>Class of Travel and Problems Related to Platform </p><p>S.No Problems Class of Travel </p><p>Total II Class I Class A C </p><p>1 Overcrowd 904 384 296 1584 </p><p>2 Unauthorized entry 640 236 180 1056 </p><p>3 Infrastructure facilities 756 280 244 1280 </p><p>4 Misconduct of porters 656 260 172 1088 </p><p>5 Misbehavior of public 1244 520 428 2192 </p><p> Total 4200 1680 1320 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 12.51 </p><p>Table value at 5% significant level for 8 d.f = 15.51 </p><p> The calculated value is less than the table value. It implies that </p><p>the hypothesis there is a significant relationship between class </p><p>of travel and problems related to platform does not hold good. </p><p>This statistically reveals that there is no significant relationship </p><p>between class of travel and problems related to platform. </p></li><li><p> 133</p><p>5.2.3 Purpose of the Journey and Problems Related to Platform </p><p>The purpose of the journey is tested with problems related to </p><p>platform. </p><p>Ha: there is a significant relationship between purpose of the </p><p>journey and problems related to platform. The ranking scores of the </p><p>respondents are furnished in Table 5.4. </p><p>Table 5.4 </p><p>Purpose of the Journey and Problems Related to Platform </p><p>S.No Problems Purpose </p><p>Total Business Personal </p><p>1 Overcrowd 992 592 1584 </p><p>2 Unauthorized entry 688 368 1056 </p><p>3 Infrastructure facilities 736 544 1280 </p><p>4 Misconduct of porters 636 452 1088 </p><p>5 Misbehavior of public 1268 924 2192 </p><p> Total 4320 2880 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 24.88 </p><p>Table value at 5% significant level for 4 d.f = 9.49. </p><p>The calculated value is more than the table value. It implies that </p><p>the hypothesis there is a significant relationship between </p><p>purpose of the journey and problems related to platform holds </p><p>good. Thus it is statistically revealed that there is a significant </p><p>relationship between purpose of the journey and problems related to </p><p>platform. </p></li><li><p> 134</p><p>5.2.4 Residence and Problems Related to Platform </p><p>The residence of the passengers is tested with problems related </p><p>to platform. </p><p>Ha: there is a significant relationship between residence of the </p><p>passengers and problems related to platform are furnished in Table </p><p>5.5 </p><p>Table 5.5 </p><p>Residence and Problems Related to Platform </p><p>S.No Problems </p><p>Residence </p><p>Total Urban Rural </p><p>1 Overcrowd 1016 568 1584 </p><p>2 Unauthorized entry 568 488 1056 </p><p>3 Infrastructure facilities 724 556 1280 </p><p>4 Misconduct of porters 648 440 1088 </p><p>5 Misbehavior of public 1244 948 2192 </p><p> Total 4200 3000 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 35.54 </p><p>Table value at 5% significant level for 4 d.f = 9.49. </p><p> The calculated value is seen to be more than the table value. It </p><p>implies that the hypothesis there is a significant relationship </p><p>between residence of the passengers and problems related to </p><p>platform holds good. This reveals statistically that there is a </p><p>significant relationship between residence of the passengers and </p><p>problems related to platform. </p></li><li><p> 135</p><p>5.2.5 Usage pattern and Problems Related to Platform Problems related to platform are tested with the usage pattern of </p><p>passengers. </p><p>Ha: there is a significant relationship between Usage pattern </p><p>and problems related to platform. The ranking scores of respondents </p><p>belonging to different Usage pattern are furnished in Table 5.6. </p><p>Table 5.6 </p><p>Usage pattern and Problems Related to Platform </p><p>S.No Problems Usage pattern </p><p>Total Single Family Both </p><p>1 Overcrowd 664 624 296 1584 </p><p>2 Unauthorized </p><p>entry </p><p>400 476 180 1056 </p><p>3 Infrastructure </p><p>facilities </p><p>516 520 244 1280 </p><p>4 Misconduct of </p><p>porters </p><p>416 500 172 1088 </p><p>5 Misbehavior of </p><p>public </p><p>1004 820 368 2192 </p><p> Total 3000 2940 1260 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 40.66 </p><p>Table value at 5% significant level for 8 d.f = 15.51 </p><p> The calculated value is more than the table value. It implies that </p><p>the hypothesis there is a significant relationship between Usage </p><p>pattern and problems related to platform holds good. This </p></li><li><p> 136</p><p>statistically reveals that there is a significant relationship between </p><p>Usage pattern and problems related to platform. </p><p>5.2.6 Awareness and Problems Related to Platform </p><p>The Passengers Awareness is tested with problems related to </p><p>platform. </p><p>Ha: there is a significant relationship between awareness and </p><p>problems related to platform. The ranking scores of the respondents </p><p>are furnished in Table 5.7. </p><p>Table 5.7 </p><p>Awareness and Problems Related to Platform </p><p>S.No Problems Awareness </p><p>Total Aware Non aware </p><p>1 Overcrowd 1016 568 1584 </p><p>2 Unauthorized entry 726 330 1056 </p><p>3 Infrastructure facilities 796 484 1280 </p><p>4 Misconduct of porters 716 372 1088 </p><p>5 Misbehavior of public 1310 882 2192 </p><p> Total 4560 2640 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 30.68 </p><p>Table value at 5% significant level for 4 d.f = 9.49. </p><p>The calculated value is more than the table value. It implies that </p><p>the hypothesis there is a significant relationship between </p><p>awareness and problems related to platform holds good. Thus it </p><p>is statistically revealed that there is a significant relationship between </p><p>awareness and problems related to platform. </p></li><li><p> 137</p><p>5.3 PROBLEMS RELATED TO RESERVATION AND BOOKING </p><p>COUNTERS </p><p> The aim of the researcher is to highlight the dominant variable </p><p>whose impact is deep in situation. Booking facilities provided at the </p><p>station for issue of tickets to the public through Advanced Reservation </p><p>Window or Current Booking Window. The researcher identified the </p><p>problems related to reservation and booking counters that follow: a) </p><p>Inconvenient time b) Undue influence of agents, c) Cumbersome </p><p>procedure d) Abnormal charges and e) Insufficient number of </p><p>counters. The aim of this analysis is to identify the foremost problem </p><p>related with the reservation and booking counters. Table 5.8 shows </p><p>the various problems related to reservation and booking counters with </p><p>their mean score and rank. </p><p>Table 5.8 </p><p>Problems Related to Reservation and Booking Counters </p><p>S.No Problems Mean Score Rank </p><p>1 Inconvenient time 55.32 II </p><p>2 Undue influence of agents 56.89 I </p><p>3 Cumbersome procedure 48.67 III </p><p>4 Abnormal charges 41.68 V </p><p>5 Insufficient number of counters 45.07 IV </p><p>Source: Primary data </p></li><li><p> 138</p><p> It is inferred from the table that foremost problem is Undue </p><p>influence of agents has the highest mean score of 56.89 and it ranks </p><p>the first among the various problems related to the reservation and </p><p>booking counters. Inconvenient time with the mean score of 55.32 and </p><p>cumbersome procedure with the mean score of 48.67 holds second </p><p>and third rank. The insufficient number of counters with the mean </p><p>score of 45.07 and abnormal charges with the mean score of 41.68 </p><p>hold the fourth and the fifth ranks respectively. It is observed from the </p><p>above analysis that the major problem related to reservation and </p><p>booking counters is that it is undue influence of agents. </p><p>5.3.1 Type of Train and Problems Related to Reservation and </p><p>Booking Counters Passenger, Express, Super Fast and Special trains are the </p><p>various types of trains operated by the Indian Railways in Madurai </p><p>Division. Problems related to reservation and booking counters are </p><p>tested train-wise. </p><p>Ha: there is a significant relationship between type of train and </p><p>problems related to reservation and booking counters. The ranking </p><p>scores of respondents belonging to various type of trains are furnished </p><p>in Table 5.9. </p></li><li><p> 139</p><p>Table 5.9 Type of Train and Problems Related to Reservation and </p><p>Booking Counters </p><p>S.No Problems Passenger Express Super </p><p>Fast Special Total </p><p>1 Inconvenient time 468 454 376 282 1580 </p><p>2 Undue influence of agents </p><p>636 620 508 368 2132 </p><p>3 Cumbersome procedure </p><p>424 378 318 224 1344 </p><p>4 Abnormal charges 316 300 244 160 1020 </p><p>5 Insufficient number of counters </p><p>316 288 234 286 1124 </p><p> Total 2160 2040 1680 1320 7200 </p><p>Source: Primary data </p><p>Calculated value of x 2 = 48.80 </p><p>Table value at 5% significant level for 12 d.f = 21.03 </p><p> The calculated value is more than the table value. It implies that </p><p>the hypothesis there is a significant relationship between type of </p><p>train and problems related to reservation and booking counters </p><p>holds good. This confirms statistically that there is a significant </p><p>relationship between type of train and problems related to reservation </p><p>and booking counters. </p><p>5.3.2. Class of Travel and Problems Related to Reservation and </p><p>Booking Counters </p><p>Problems related to reservation and booking counters are...</p></li></ul>

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