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    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 Garretts 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.

    Garretts Ranking Technique

    Garretts 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 Garretts 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:

    (o-e)2 Chi-square test (x 2)= ----------- e

    Where, o = Observed frequency.

    e = 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 ChiSquare 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.

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    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 Probl