Final Tatkal Project

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CHAPTER - 1

INTRODUCTION

Rail transport is the transport of passengers and goods by means of vehicles

specially designed to run along railways or railroad and it introduced as early as 1853.

Rail transport is part of the logistic chain, which facilities the international trading and

economic growth in most countries. Rail transport is an energy-efficient and capital-

intensive means of mechanized land transport and is a component of logistics, Rails

which along with various engineered components are part of permanent way.

Railways remained an energy efficient mode of transport ideally suited for long

distance travel. The railways had always been ecologically safe much less pollution

atmosphere compared to aircrafts and motor vehicles. The railways have provide thetwin tasks of providing adequate transport for industrial sustenance and growth and

ensuring cheap and reliable transportation for the population. Of 236 countries and

dependencies, 143 have rail transport, of which 90 have passenger services.

India is the land of diverse culture and Indian railways plays a key role is not

only meeting the transport needs of the country, but also in binding together dispersed

areas and promoting national integration truly, Indian railways have emerged as the

sinews of the Indian economy and have reached out to bring together the great Indian

family.

India is the seventh largest country in terms of its geographical size. This

means there is a need for efficient means for long distance road network is very

poorly developed in most parts of India. It brings together people from the farthest

corners of the country and makes possible the conduct of business, sightseeing,

pilgrimage, and education. The Indian railways have been a great integrating force for

more than 150 years. It has bound the economic life of the country and helped in

accelerating the development of industry and agriculture. Indian railways have grown

into one of the largest railway network in the world. The network spread and

expanded rapidly and has become the principal mode of transport in the country. The

railways have modernized in terms of technology, ticketing, computerization and

overall management.

Indian railways have been the prime movers to the nation and have the

distinction of being one of the largest railway systems in the world under a single

management. Railways being the more energy efficient mode of transport are ideally

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suited for movement of bulk commodities and for a long distance travel. As compared

to road transport, the railways have a number of intrinsic advantages. Railways are

five to six times more energy efficient, four times more efficient in land use and

significantly superior from the standpoints or environments and safety. Indian

railways, therefore, rightly occupy pride of place in the growth and development of

the nation.

Railways, being the prime infrastructural sector of the country, need to expand

and develop to keep pace with the growth of Indian economy. The massive

investment needed for the development of Indian railway system has not been fully

available. The budgetary support to the railways has been increasing, but is far from

adequate and has not been keeping pace with the throw-forward. The sector must also

adjust to foreign trade expansion, demographic pressures and increasing urbanization,

technological change and obsolescence, energy availability and environmental and

public safety concerns.

The Indian system is managed through zones and operating divisions. There

are also six production units engaged in manufacturing rolling stock, wheels and axels

and other ancillary components to meet railway requirements.

TATKAL SYSTEM

Today railways is running in a fast mode. Traveling is been daily increasing

and also the usage of railways is growing day by day. For better and comfort traveling

reservation schemes were introduced from the past years. There are various

reservations schemes followed in railways. In that Tatkal reservation scheme plays a

major role. That Tatkal scheme can be booked two days in advance before traveling,

Tatkal booking is permitted to all class except first class a/c. Tatkal charge is addition

to normal fare, there is no concession for Tatkal scheme. Refund of 25% of total

charge on ticket cancellation with in 24 hrs and different Tatkal charges for peak

season and non peak season.

STATEMENT OF THE PROBLEM

The transportation industry today has to gone on the move, constantly in more

ways than one. It has to deal with increasing demands of customers and suppliers,

while simultaneously trying to optimize the entire business operation at minimum

cost. Transportation in India is a large and varied sector of the economy. The

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government plays a large regulatory and development role in roadways, civil aviation,

railroads etc.

The passenger now a days have more options to travel by road, rail, air etc.

despite the increasing comfort of road transport, reduced fair of airways, the

passenger traveling by train has not reduced but found on the increase. More and

more people started traveling by train both for short and long traveling and for that

government are also allocating funds for infrastructure development in railways.

Hence it will be worth to study the passengers attitude towards the services rendered

in Indian railways.

OBJECTIVE OF THE STUDY

To study the sources provided by railways in Tatkal scheme.

To study the awareness of passenger about services offered by

railways.

To study the pattern of usage of railway services by the passenger.

To study the passenger satisfaction towards Tatkal Reservation scheme

in railways.

To study the problems faced in Tatkal Reservation scheme in railways.

To provide suitable suggestions on the basis of the study.

METHODOLOGY USED IN THE STUDY

Methodology is a way to systematically solving the research problems by

analyzing the various research techniques along with the logic behind the problem.

1. DATA SOURCES

The primary data are collected from the passengers of railway service with the

help of structured questionnaire.

The secondary data has been collected by referring to articles, journals, books,

various project works and internet links.

2. AREA OF STUDY

Area of the study refers to Coimbatore city which was known as Manchester

of south India and also known for foundries, pumps and motor industries. It is also

become education and health care hub. The city is also expected to be blessed with

more number of software industries in the near future.

3. SAMPLE SIZE

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The sample of 100 respondents was chosen for the study.

4. SAMPLING DESIGN

For purpose of the study, convenient sampling method has been administered

among the passengers of railway services.

5. TOOLS USED IN THE STUDY

As the study is confined to the respondents of coimbatore district, this

research is applicable to coimbatore district. Data have been collected

using the questionnaire and therefore study is limited to the data

collected.

Time and cost are the factors which have limited the sample to 100.

IMPORTANCE THE STUDY:

Indian railways have been exploring innovating ideas in information of a

responsive commercial policy and in pricing of freight services to create opportunities

both for vibrant industrial sector and railways. In order to meet the challenges of

competing modes of transport and with a view to provide rail user optimally

competitive freight rates and fares, Railways have introduced several incentives

schemes for increasing passenger and freight traffic as well as generating additional

revenue for the railways. Tatkal is an innovative scheme introduced by Indian

railways for the benefit of passenger who travel on emergency. An attempt has been

made by the researcher to study on passenger satisfaction towards Tatkal scheme of

Indian railway reservation system.

LIMITATIONS

This research applicable to Coimbatore district only and therefore the

findings of this research cannot be extended to other areas.

Data have been collected using the questionnaire and there fore the study

is limited to the data collected.

Time and cost are the factors which have limited the sample to 100.

CHAPTER SCHEME

The project is arranged into the following five chapters.

Chapter I: INTRODUCTION

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This chapter presents introduction, statement of the problem, objectives of the

study, methodology used in the study and limitations.

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Chapter II: REVIEW OF LITERATURE

This chapter deals with review of previous studies conducted in this area or

related area to focus on the need of this study.

Chapter III: AN OVERVIEW ON TATKAL SCHEME OF INDIAN

RAILWAYS

This chapter presents an over view of Tatkal Reservation scheme of Indian

railways and their services to passengers.

Chapter IV: ANALYSIS AND INTERPRETATION

In this chapter, data are collected from the passengers were analyzed and

presented in different tables using statistical tool with suitable interpretation.

Chapter V: FINDINGS AND RECOMMENDATIONS

This chapter brings out the findings based on the tool used in the study. Also it

brings out the recommendations and conclusions which have been derived from the

results of the study.

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CHAPTER II

REVIEW OF LITERATURE

A literature review is a description of the literature relevant to a particular

field or topic. Literature covers every thing relevant that is written on a topic: books,

journals articles, news paper articles, historical records, government reports, thesis

and dissertations, etc. A literature review gives an overview of the field of enquiry. It

is a summary of previous research on a topic. In this chapter, a detailed review of

literature has been done adequately in order to reveal the significance of this study

and to find out the research gap. For this purpose previous studies relating to our core

area of the research have been reviewed.

Marx, Eric1

in his article about the track on the important in rail networks inEurope. It cites the advantage of the high-speed line from Brussels, Belgium to

Amsterdam, the Netherlands, which will open in 2008, in terms of travel times. It

provides information on the Rail team alliance, composed of high speed train

operators, which will be launched in 2009 with online reservation systems for

booking international train fares. It also discusses the benefits of the Rail team

alliance to passengers.

John spychalski 2 analyzed about progress, inconsistencies and neglect in the

social control of railway freight transport. The purpose of this study was to scrutinize

the principle objectives and features of the past 1975 thrust toward curtailment of

commission regulation of railway freight transport in relation to contemporary and

prospective cost and demand condition in freight transport markets, and criteria for

judging railway freight transport performance, and identify and evaluate needs and

means for the future control of economic behaviors in the railway freight sector. The

study revealed that since 1975, new patterns of competition stimulated by the

exemption of specific rail freight market from regulations have produced benefits

reflected by re-entry of rail service into market where it had all but ceased to be

valuable alternative to other department media and expansion of the geographic reach

and range of service and price options offered by individual rail carriers. The study

revealed that the intra model rail rate competition in car load and train load services

have accelerated concentration of the railway industry and reduced the number of

alternative rates available to shippers as well as shippers bargaining power.

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John Gabriel 3 and Suresh babu 4 under took a study about the passenger

reservation system in the Indian Railways. The objective of the study were to

determine the efficiency of passenger reservation services in the Indian railway

system and to examine whether the existing system of railway reservation is really

efficient in satisfying the needs of the traveling public, and whether any change or

alterations in the existing system could bring about the perceptible improvement of

the services. The study revealed that railway are setting up the computerized

reservation centers and have authorized out-agency bookings and hence all these

facilities reveal the efficiency of reservation services of the railways and the study

also revealed that the railway is the only organization providing maximum passenger

reservation services to the traveling public most efficiently and effectively.

Moshe Givoni 5 analyzed about development and impact of the modern high

speed train. The purpose of the study was to analyze the impacts of HST (high speed

trains) services. The main technical challenges in the development of commercial

HSTs were to develop a train and track that could maintain ability to stop safety,

avoid a shape increase in noise and vibration to areas adjacent to the line. The study

revealed that the modern HST is the best designed to substitute conditional railway

services on routes where much higher capacity is required and to reduce travel time,

further improving rail service also against other modes, therefore leading to mode

substitution. However the high investment in HST infrastructure could be justified

based on its economic development benefits since these are not certain. Finally, the

following definition for HST services was suggested high capacity and frequency

railway services achieving an average speed of over 200kph.

Coltman.T 6 running a successful business boils down to one single thing at the

end of the day- keeping your customers happy. Understanding customer becomes a

useful tool in gaining critical competitive advantage in this new paradigm. Thats

where passenger knowledge comes in.

Slaughter, Stanley 7 in his article about Ahead for ticket less trains on the

business travel world reports that looks at the technological developments in the

railway industry in Great Britain. Efforts by train operating companies to use

information technology to make ticketing quicker and attractive to business travels,

benefits of the online reservation system developed by thetrainline. comco.; advantage

of integrating technology into rail bookings.

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Coltman.T 6Agents discovering the full potential of POLAR online the article

published travel weekly the article focus on advantages of the POLAR online

reservation system to the cruise travel industry. It notes that travel agents can reach

HQ. Functional futures of the system include passenger information search through

member number or phone number and preferred destinations and sailings browsing by

cruise data and time. It adds that the system is easy to use with its built in online

trading.

Lesaint .D owusu.G, dorre.G. 8 The incretion sophistication of todays

customers poses certain challenges such as responsiveness, accuracy, predictability

and the reliability of services appointing to service providers in both private and

public sectors. Reservations management technology is rapidly evolving to address

these challenges. A reservation is an agreement between the customer and the

business on the commitment of business resources to meet customer demand. Prior to

reaching the agreement, both parties need to check their own policies and

availabilities to make sure such an agreement is fair, reflecting their respective and

mutual interests reservations management refers to a bunch of integral activities that

normally occur between customer and the business.

Corporation (DMRC) for their level of commitment and personal efficiency of

associates of DMRC and also to find out the relationship between commitment and

personal efficiency amongst the associates of DMRC. There is more sense of

responsibility amongst the executives and thet are ready to take up different kinds of

jobs. They have positive towards extra works and strong belief in their own

capabilities.

Jonathan cowie 11 and geoff Riddington 12 attempted to measure the efficiency

of European railways. The study examines the methods of assessing rail efficiency.

The result examines the methods of assessing rail efficiency. The result suggested that

the Danish railway is particularly efficient. Where as the British system is one of the

less efficient. The final conclusion is that efficiency on the railway is a product

primarily of good management.

Jasper Dekkers 13 and Piet Rietveld 14 in their study about electronic ticketing

in public transport in India the purpose of the study was to describe the innovative

aspects and customers expectations of the services offered in electronic ticketing in

public transport.

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Jasper Dekkers 13 and Peit Rietveld 14 the Noordned mobile ticketing services

M-Ticketing is an example of E-ticketing in India. People can order M-tickets through

internet or by calling a voice response system and receive their M-ticket on their

mobile phone through a short message service (SMS). The study revealed that the

consumers were satisfied with the service of M-ticket. The users found the M-Ticket

service if it costs 25 eurocents per cell. The share using the internet as a meaning to

order electronic ticket was about 30%. Thus the over all WTP (Willingness Top Pay)

of passengers for M-Ticket service must considered as low. An ordinary least squares

regression analysis of the WTP for real time travel information revealed that increases

with income and with the frequency of mobile phone use.

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REFERENCES

1. Mark, Eric travel weekly; 2/11/2008, vol.67 issue 6, p26-28, 3p, 3 maps.

2. John c Spychalski- progress, inconsistencies & Neglect in the social control

of Railway Freight Transport- journal of economic issues, vol.xvii, No.2,

June 1983pp 433-441.

3. John Gabriel and Suresh Babu. M- Passenger Reservation System in the

Indian Railways- The journal of institute of public enterprise, vol.28, No. 1 &

2 Jan-Mar, Apr-Jun-2005, pp 77-84.

4. Moshe Givoni Development and impact of the modern high speed train. A

Review. - Transport Revives. Vol.26, Nos 5, Sep 2006, pp 593-611.

5. Coltman.T, why build a customer relationship management capability?Journal of strategic information systems 16 (2007): 3-27.

6. Slaughter, Stanley Business Travel World; Jul 2005, p21-22, 2p,2 color.

7. D.Lesaint G .owusu, R.dorre The Increction Sophtication of todays

customersReservations management and resources ECM interchangeability

DOL 10.1007-3-540-755-04-3 Springer 2008.

8. Anu Singh Lather and Sangeet Mohan Delhi Metro Rail Corporation

(DMRC) The Journal of Business Prospective Vol.2 No 3 & 4, July-Dec

2007, pp 103-113.

9. Jonathan Cowie and Geoff Riddington- Measuring the efficiency of

European Railways applied Economics, Vol.28 pp 1027-1035.

10. Jasper Dekkers and Piet Rietveld Electronic Ticketing in public Transport

A field study in rural Area Journal of intelligent Transportation System.

Vol 11, No.2, 2007 pp 69-78.

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CHAPTER III

AN OVER VIEW ON TATKAL SCHEME OF INDIAN

RAILWAYS

The Indian railways, is one of the worlds largest Rail networks, has been a

key component of Indias transport sector for 154 years. It is also the worlds largest

employer with 1.4 million employees. Indian railway compromises two basic

customer segments- freight and passenger. While the freight segment accounts for two

third of revenues, the rest comes from passenger traffic. Within the freight segment,

bulk traffic accounts for nearly 95 percent, of which more than 44 percent is

contributed by coal. Indian railways run more than 1700 trains daily, of which about

18 million passengers every day.

Indian railways have been exploring innovating ideas in information of a

responsive commercial policy and in pricing of freight services to create opportunities

both for vibrant industrial sector and railways. In order to meet the challenges of

competing modes of transport and with a view to provide rail user optimally

competitive freight rates and fares, Railways have introduced several incentives

schemes for increasing passenger and freight traffic as well as generating additional

revenue for the railways.Indian Railway network is spread over 81,511 Km covering 6,896 stations.

Operating on three gauges broad gauge (1676 mm) meter gauge (1000 mm) and

narrow gauge (762 and 610 mm), trains in India carry more than 12 million

passengers and more than a million tons of freight everyday during the year 2006-

2007. Broad gauge although forming 64.5 percent of freight output and 89.6 per cent

of the passenger output 2006-2007. Almost all the double/multiple track sections and

electrified routes the on broad gauge. 14,579 route kms constituting over 19.5 percent

of the total network and 30 per cent of broad gauge network of Indian Railway is

electrified. This carries approximately. 41 percent of the passenger traffic and 52

percent of the freight traffic on Indian Railways.

Indian Railways has nearly 1,21,699 bridges of which 10799 are major

bridges. In 2006-2007, 384 bridges were rebuilt or rehabilitated and 270 strengthened

or re-girder. The transport effort is sustained through the use of 7429 lo motives,

253,186 wagons and 40,775 coaching vehicles. 1,56,846 telephone exchange lines,

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18,445 long haul Kms., 1,730 optical fiber communication route Kms and over

8,54,613 trunk tele channels Kms distinguishes Indian Railway telecom network.

Indian Railway system has developed a capacity to carry 441,58 million tons

of originating revenue earning traffic which in terms of transport output is 284.27

billion NT Kms (net tone kilometers). During 2006-2007 the revenue earning freight

traffic moved by railways was 420.9 2006-2007 was 4411 million tons.

Indian Railways dates back to the British RAJ The idea of establishing rail

network in India was first mooted by the British authority in consideration of the huge

size of the country, mixed with political, strategic and economic expediencies. Britain

needed a fast and reliable transport system for troop movement (to counter armed

rebellion) and for exploitation of the vast resources of India.

Thus the first railways in the sub-continent came into being on 16 th April,

1853. It ran over a stretch of 21 miles from Bombay to Thane amidst the loud

applause of a vast multitude and the salute of 21 guns. Shortly after, the first

passenger train steamed out of Howrah station destined for Hooghly, a distance of 24

miles on 15th August 1854. Since then the Indian railways has not looked back and

made impressive strides in shouldering a major share of transportation needs in the

country. In a short period, the Indian Railways has earned the distinction of being the

largest railway network in the world. Operating on more than 1,07,000 track

kilometers, it carries more than 11 million passengers in a day and transport 40% of

the freight. It consists of 63,030 route kms, comprising of 44,780 kms or broad gauge,

14990 kms of meter gauge and 3,260 kms of narrow gauge. Electrified route kms is

14,856. There are 6853 stations and 15.45 lakhs employees. IR operates 11000 trains

daily of which 7500 are passenger trains.

Organizational Structure

The headquarters of the Indian Railways is in Delhi. Is a department of the

Government, being owned and controlled by the Government of India, via the

Ministry of Railways rather than a private company. As of 2009, the Railway

Ministry is currently headed by Mamata Banerjee, the Union Minister for Railways

and assisted by two junior Ministers of State for Railways. Indian Railways is

administered by the Railway Board, which has a financial commissioner, five

members and a chairman.

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Each of the sixteen zones, as well as the Kolkata Metro, is headed by a

General Manager (GM) who reports directly to the Railway Board. The zones are

further divided into divisions under the control of Divisional Railway Managers

(DRM). The divisional officers of engineering, mechanical, electrical, signal &

telecommunication, accounts, personnel, operating, commercial and safety branches

report to the respective Divisional Manager and are in charge of operation and

maintenance of assets. Further down the hierarchy tree are the Station Masters who

control individual stations and the train movement through the track territory under

their stations administration. In addition to the zones, the six production units (PUs)

are each headed by a General Manager (GM), who also reports directly to the Railway

Board. The Production Units are:

Chittaranjan Locomotive Works, Chittaranjan

Diesel Locomotive Works, Varanasi

Diesel-Loco Modernization Works, Patiala

Integral Coach Factory, Chennai

Rail Coach Factory, Kapurthala

Rail Wheel Factory, Bangalore

In addition to this the Central Organization for Railway Electrification

(CORE), Metro Railway, Calcutta and construction organization of NF Railway are

also headed by General Manager. CORE is located at Allahabad. This organization

undertakes electrification projects of Indian Railway and monitors the progress of

various electrification projects of Indian Railway and monitors the progress of various

electrification projects all over the country.

Apart from these zones and production units, a number of public Sector

Undertakings (PSU) are under the administrative control of the ministry of railways.

These PSU units are:

1. Dedicated Freight Corridor Corporation of India

2. Indian Railways Catering and Tourism Corporation

3. Konkan Railway Corporation

4. Indian Railway Finance Corporation

5. Mumbai Rail Vikas Corporation

6. Railtel Corporation of India-Telecommunication networks7. RITES Ltd.-Consulting Division of Indian Railways

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8. IRCON International Ltd.-Construction Division

9. Rail Vikas Nigam Limited

10. Container Corporation Limited

Centre for Railway Information Systems is an autonomous society under

Railway Board, which is responsible for developing the major software required by

Indian Railways for its operations.

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ORGANISATIONAL STRUCTURE CHART

16

Ministry of Railways

Minister of State for

Railways- MOS(R)

Minister of State for

Railways- MSR (D)

Chairman of Railway Board

Member

Electrical

Member

Staff

Member

EngineeringMember

Traffic

Financial

CommissionerMember

Mechanical

Admn.

Matters

Estt Matters

Secretary

Director-General RPFDirector-General Rly Health

Service

Zonal Railways New Zonal

RailwaysProduction

Unit

Other Units Public Sector

Undertakings

(PSUs)

Central

Eastern

Northern

North Eastern

Northeast

Frontier

Southern

South Central

South Eastern

Western

East Central

East Coast

North Central

North Western

South Western

West Central

Rilaspur Zone

[

Chittaranjan

Locomotive

Works

Diesel

Locomotive

Works

Integral Coach

Factory

Rail Coach

Factory

Wheel and Axle

Plant CAO (R)

NF Railway

(Construction)

Metro Railway

KolkataCentral

Organization for

Railway

Electrification

Director-General

RDSO

Railway Staff

College

CAO (R)

CentralOrganization for

Moderation of

Workshop

IRON

RITES

CRIS

CONCOR

IRFC

KRC

IRCTC

RCIL

MRVC

IRWO

General

Manager

GMs/ODSs General

Manager

General Managers

Minister of Railways


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TATKAL SCHEME

The introduction of 'Tatkal' Scheme by Indian Railways has been proved

beneficial for latecomers. 'Tatkal' is an emergency reservation scheme. The 'Tatkal'

scheme is applicable to more than 100 trains throughout India. Under this scheme,people can book their tickets just 2 days before the actual date of journey, excluding

the date of journey, w.e.f 01/08/2009. The booking for 'Tatkal' opens at 08:00 hrs IST

two days prior to the definite date of journey. For example, for train leaving on 6th,

Tatkal Booking will commence at 8 AMon4th.

TATKAL CHARGES.

The Tatkal Charges have been fixed as a percentage of fare at the rate of 10%

of basic fare for second class and 30% of basic fare for all other classes subject tominimum and maximum as given in the table below:

ClassesMinimum Tatkal charge

(in Rs)

Maximum Tatkal

charges

(in Rs)

Second(sitting) 10 15

Sleeper 75 150

A/C chair car 200 150A/C 3 Tier 20 300

A/C 2 tier 200 300

Executive 200 300

Things to be kept in mind before going for 'Tatkal Scheme'

'Tatkal' bookings are permitted in all classes except First class A/C.

Executive Class of Shatabadi Express trains now come under the purview

of Tatkal facility.

Tatkal tickets will be issued for actual distance of travel, instead of end-to-

end, subject to the distance restriction applicable to the train.

Identity proof is not required under 'Tatkal' scheme in any case.

One cannot opt for Ladies and General quota with 'Tatkal' quota.

One must check for 'Tatkal' quota in advance because for some trains/

class/ locations 'Tatkal' quota could not be available.

In 'Tatkal' booking, no concessions are allowed, not even to senior

citizens.

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The delivery time for 'Tatkal' tickets remains the same like normal tickets,

so it is recommended to book tickets considering the delivery time.

Change of name is not allowed on the bookings made under this scheme.

Reservation under this scheme would be offered till the time of charts

preparation.

On cancellation of ticket, one would receive an amount of 25% of total

fare charged on non-confirmed ticket (excluding Tatkal Charges). The

ticket can be cancelled up to 24 hrs before the scheduled time for the

departure of train. No refund would be granted on the confirmed 'Tatkal'

tickets, if cancelled within 24 hrs of the scheduled departure.

As announced by Hon'ble Minister of Railways while presenting Railway

Budget 2009-10 in the parliament on 03-07-2009, it has been decided to reduce Tatkal

Charges as given below:-

The Tatkal Charges have been fixed as a percentage of fare at the rate of 10% of

Basic fare for second class and 30% of basic fare for all other classes subject to

Minimum and maximum as given in the table below

Class of Travel

Minimum Tatkal

Charges

(In Rs.)

Maximum Tatkal

Charges

(In Rs.)

Second (sitting) 10.00 15.00

Sleeper 75.00 150.00

A/C Chair Car 75.00 150.00

A/C 3 Tier 200.00 300.00

A/C 2 Tier 200.00 300.00

Executive 200.00 300.00

The above charges will be levied uniformly both in peak period & non-

peak periods.

Tatkal tickets will be issued for actual distance of travel, instead of end-to-end,

subject to the distance restriction applicable to the train. The same Tatkal

berth/seat may be booked in multiple legs till preparation of charts. At the time of

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preparation of charts, unutilized portion may be released to the General

RAC/Waiting list passengers.

Tatkal facility will be introduced in Executive Class of Shatabadi Express trains

also, by earmarking 10% of the accommodation available i.e. 5 seats per coach.

Tatkal booking opens at 8 AM on Two days in advance actual date of journey

excluding date of journey w.e.f. of 01-08-2009, e.g. for train leaving on 6th,

Tatkal Booking will Commence at 8 AM on 4th.

No identity proof is required to be produced by the passenger seeking reservation

under Tatkal scheme neither at the time of booking nor during the journey.

The facility of change of name is not permitted on the bookings made under

Tatkal scheme.

For the purpose of granting refunds & issuing TDRs for W/L, the time limit will

be the same as applicable for refund of normal tickets.

REFUNDS

A flat refund of 25% of total fare charged on the ticket, excluding Tatkal charge is

granted on cancellation of Tatkal ticket, which is presented for cancellation upto

24 hours before the scheduled departure of the train. However, full refund of fare

and Tatkal charges will be granted on the tickets booked under Tatkal scheme in

the following circumstances:-

If the train is delayed by more than 3 hours at the journey originating point of the

passenger & not the boarding point if the passenger's journey originating point

and boarding point are different.

If the train is to run on a diverted route and passenger is not willing to travel

If the train is to run on diverted route and boarding station or the destination or

both the stations are not on the diverted route.

In case of non attachment of coach in which Tatkal accommodation has been

earmarked and the passenger has not been provided accommodation in the same

class

. If the party has been accommodated in lower class and does not want to travel.

In case the party travels in lower class, the passenger will be given refund of

difference of fare and also the difference of Tatkal charges, if any.

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CHAPTER- IV

ANALYSIS AND INTERPRETATIONS

TABLE- I

AGE OF THE RESPONDENTS

S.No Age No of Respondents Percentage

1. Less than 20 Years 2 2

2. 20-40 Years 55 55

3. 40-60 Years 23 23

5. Above 60 Years 20 20

Total 100 100

INFERENCE:

From the above table it is found that 55% of the respondents belong to the age

group of 20-40 years, 23% of the respondents belong to the age group of 40-60 years,

20% of the respondents belong to the age group above 60 years, 2% of the

respondents belong to the age group less than 20%.

It can be concluded that majority(55%) of the respondents belong to the

age group of 20 to 40 years.

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TABLE- II

GENDER OF THE RESPONDENTS

S.No Gender No of respondents Percentage1.

Male 60 60

2.Female 40 40

Total 100 100

INFERENCE

From the above table that out of the total respondents taken for study, 60% of

respondents are Male and 40% of them are Female,

It can be concluded that majority (60%) of the respondents are Male.

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TABLE- III

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

S.No Educational

Qualification

No of respondents Percentage

1. No formal education 0 0

2. Up to higher secondary 0 0

3. Graduate 40 40

4. Post Graduate 40 40

5. Professional 20 20

Total 100 100

INFERENCE

From the above table it is found that out of the respondents 42% are graduates

and 38% a re Post Graduate, 20% of the respondents are Professionals.

Itcould be observed that majority (40%) of the respondents are Graduate

and Post Graduate.

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TABLE-IV

OCCUPATIONAL STATUS OF THE RESPONDENTS

S.No Occupational status No of respondents Percentage1. Agriculture 0 0

2. Business 28 28

3. Employed 40 40

5. Professionals 4 4

6. Others 28 28

Total 100 100

INFERENCE

From the above table it is found that out of total respondents taken for the

study, 40% of the respondents are employed, 28% of the respondents do Business and

other 4% of the respondents are Professional.

It could be observed that majority (40%) of the respondents are

Employed.

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TABLE-V

MONTHLY INCOME OF THE RESPONDENTS

S.No Monthly Income level No of respondents Percentage

1. Below Rs.10000 3 32. Rs.10000 Rs.20000 46 46

3. Rs.20000-Rs.30000 30 30

4. Rs.30000 above 21 21

Total 100 100

INFERENCE

From the above table it is found that out of total respondents taken for the

study, 46% the respondents have income between Rs.10,000- Rs.20,000, 30% of the

respondents have income between Rs.20,000- Rs.30,000, 21% of the respondents

have income above Rs.30,000, and the remaining 3% of the respondents have income

below Rs.10,000.

It is concluded that majority (46%) of the respondents monthly income

range between Rs.10000 - Rs.20000.

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0

5

1015

20

25

30

35

40

45

50

Below

Rs.10000

Rs.10000

Rs.20000

Rs.20000-

Rs.30000

Rs.30000

above

No

.of.Respondent

EXHIBIT: 1

MONTHLY INCOME OF THE RESPONDENTS

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TABLE-VI

SOURCE OF AWARENESS TOWARDS TATKAL SCHEME

S.No Knowing Level No of Respondents Percentage

1 Online 20 20

2

Friends &

Relatives 60 60

3 Agents 20 20

4 Media 0 0

Total 100 100

INRERENCE

From the above table, it is clear that out of respondents taken for study, 60%

of the respondents came to know about Tatkal system through Friends & Relatives,

and 20% of them through Online & Agents.

It is concluded that the majority (60%) of the respondents came to know

about through Friends and Relatives.

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0

10

20

30

40

50

60

70

Online Friends &

Relatives

Agents Media

EXHIBIT: 2

KNOWLEDGE ABOUT TATKAL SCHEME

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TABLE-VII

FREQUENCY OF TRAVEL BY TRAIN

S.No Travel level No of respondents Percentage

1. Weekly 0 02. Monthly 20 20

3. Rarely 20 20

4. Occasionally 60 60

Total 100 100

INFERENCE

From the above table it is clear that out of total respondents taken for the

study, 60% of the respondents travel occasionally, 20% of the respondents travel

monthly and the remaining 20% travel rarely.

It is concluded thatmajority (60%) of the respondents travel occasionally

by train.

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0

10

20

30

40

50

60

70

Weekly Monthly Rarely Occasionally

EXHIBIT: 3

FREQUENCY OF TRAVEL BY TRAIN

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TABLE-VIII

PREFERENCE TOWARDS CLASS OF TRAVEL

S.No Class No of respondents Percentage

1. Three tier A/C 26 262. Two tier A/C 27 27

3. A/C Chair Car 23 23

4. Second class 24 24

Total 100 100

INFERENCE


study, 27% of the respondents prefer two tier A/c, 26% of the respondents prefer three

tier A/C, 24% of the respondents prefer to travel in second class. and the remaining

23% of the respondents prefer A/C chair car,

From the above table it is understood that majority (27%) of the

respondents prefer to travel by two tier A/C.

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Class To Travel

26

27

24

23

21

22

23

24

25

26

27

28

Three tier A/C Two tier A/C A/C Chair Car Second Class

Three tier A/C Two tier A/C A/C Chair Car Second Class

EXHIBIT: 4

PREFERENCE TOWARDS CLASS OF TRAVEL

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TABLE-IX

PURPOSE OF TRAVEL

S.No Purpose of travel No of respondents Percentage

1. Business 32 322. Official 64 64

3. Tours 4 4

Total 100 100

INFERENCE


study, 64% of the respondents travel for official purpose, 32% of the respondents

travel for Business purposes and remaining 4% of the respondents travel for tours.It can be concluded thatmajority (64%) of the respondents are traveling

for the purpose of Officials.

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0

10

20

30

40

50

60

70

Business Official Tours

EXHIBIT: 5

PURPOSE OF TRAVEL BY TRAIN

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TABLE- X

PERSONS ACCOMPANYING FOR TRAVEL

S.No Persons No of respondents Percentage

1. Family 16 162. Friends 20 20

3. Official/ Team mates 64 64

Total 100 100

INFERENCE


study, 64% of the respondents travel with official/ team mates, 20% of the

respondents travel with friends, and the remaining 16% of the respondents travel withfamily,

It can be concluded that majority (64%) of the respondents are

accompanied by official/ team mates.

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TABLE-XI

TYPE OF VISIT

S. NoType No of respondents Percentage

1. Planned visit 56 56

2.As per the requirements 32 32

3.Both 12 12

Total 100 100

INFERENCE

From the above table, It is clear that out of respondents taken for study, 56%

of them make planned visit, 32% of them make visit as per the requirements, 12% ofthem make both type of visits.

It can be concluded that majority (56%) of the respondents make

Planned Visit.

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TABLE-XII

TYPE OF RESERVATION METHOD

S.No Type of Reservation No of respondents Percentage

1.Book in advance 52 52

2.Book in TATKAL scheme 40 40

3.Both 8 8

Total 100 100

INFERENCE

From the above table, It is clear that out of respondents taken for study, 52%of them book in advance, 40% of them book in Tatkal scheme, and the remaining 8%

of them adopt both type of reservation system,

It can be concluded that majority (52%) of the respondents prefer to

Book in advance.

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EXHIBIT: 6

TYPE OF RESERVATION METHOD

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TABLE- XIII

FACTORS INFLUENCING TO TRAVEL BY RAILWAY

S.NoPrefer to travel Frequency Percentage

1. Status symbol 4 4

2. Safety 8 8

3. Comforts 48 48

4. Economical 32 32

5. Fast mode of transport 8 8

Total100 100

INFERNCE

From the above table, It is clear that out of respondents taken for study, 48%

of them prefer for comforts, 32% of them prefer for economical purpose, 8% of them

prefer for safety,8% of them prefer for fast mode of transport, and remaining 4% of

them prefer for status symbol,

It can be concluded that majority (48%) the respondents prefer due to

Comforts in travel by train.

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TABLE-XIV

RESERVATION OF TATKAL SCHEME

S.NoReserving Method Frequency Percentage

1.Online 47 47

2.At the Railway station 40 40

3.Agency 13 13

Total 100 100

INFERENCE

From the above table, it is clear that out of respondents taken for study, 47%

of them through online. 40% of them make reservation at the railway station, 13% of

respondents through agency.

It can be concluded that majority (47%) of the respondents prefer to

make reservation in online.

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Application of satatistical analysis

Chi-Square analysis

In this section the Chi-square analysis is between the personal factor of the

respondents and the factor relating to consumers attitude in preference of in TATKAL

Scheme. All the tests applied at 5% level of significance and the results are presented

with suitable hypothesis and relevant interpretation

The various aspects related to aspects related to TATKAL scheme.

Respondents Occupational status and purpose of travel.

Respondents Purpose of travel and income level.

Respondents type of reservations and educational qualification.

Respondents Class of travel and monthly income.

Respondents age and type of reservation.

The other factor consider for the analysis regarding the attitude are given

below:

A passenger satisfaction towards TATKAL scheme of Indian Railway

Reservation system

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HYPOTHISIS:

Occupational status has significant influence on respondents in purpose of

travel.

TABLE - XVI

Purpose of Travel Business Official Tours Total

Occupational Status

Agriculture - - - 0

Business 10 17 1 28

Employed 20 19 1 40

Professionals - 3 1 4

Others 2 25 1 28

Total 32 64 4 100

The calculated value of chi square = 21.24645

The table value of chi square = 15.5073

As the calculated value of the chi-square is greater tabulated value of chi

square at 5% level of significant. Hence the hypothesis is accepted (Significant)

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HYPOTHISIS:

There is no significant influence between respondents in income level and

purpose of travel

TABLE- XVII

Purpose of Travel Business Official Tour Total

Income Level

Below Rs.10000 1 1 1 3

Rs.10000 Rs.20000 13 31 2 46

Rs.20000-Rs.30000 12 17 1 30

Rs.30000 above 6 15 - 21

Total 32 64 4 100


The table value of chi square =12.5916

As the calculated value of the chi-square is less then the tabulated value of chi

square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)

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HYPOTHISIS:

There is no significant influence between respondents in educational

qualification and types of reservation

TABLE- XVIII

Types of Reservation Book in

Advance

Book in

TAKKAL

Scheme

Both Total

Educational Qualification

No formal education - - - 0

Up to higher secondary - - - 0

Graduate 24 14 2 40

Post Graduate 19 19 2 40

Professional 9 7 4 20

Total 52 40 8 100





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HYPOTHISIS:

There is no significant influence between respondents in monthly income and

class of travel

TABLE-XIX

Class of Travel Three tier

A/C

Two tire

A/C

A/C Chair

Car

Second

class

Total

Monthly Income

Below Rs.10000 - 1 - 2 3

Rs.10000 Rs.20000 22 4 12 8 46

Rs.20000-Rs.30000 2 10 6 12 30

Rs.30000 above 2 12 5 2 21

Total 26 27 23 24 100


The table value of chi square =16.9190



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HYPOTHISIS:

There is significant influence between respondents in age and type of

reservation.

TABLE XX

Type of Reservation Three

tier A/C

Two tire

A/C

A/C Chair

Car

Second

class

Total

Age

Less than 20 Years 1 - 1 - 2

20-40 Years 13 22 12 8 55

40-60 Years 2 3 6 12 23

Above 60 Years 10 2 4 4 20

Total 26 27 23 24 100



As the calculated value of the chi-square is Greater then the tabulated value of

chi square at 5% level of significant. Hence the hypothesis is accepted (Significant)

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CHAPTER V

FINDINGS, SUGGESTIONS AND CONCLUSION

Majority of the respondents belong to the age group of 20-40 years, are male,

employed, and professionals. Graduates, earning the monthly income between Rs.

10,000- 20,000.

Majority (48%) of the respondents prefer Railway service for comfort.

Majority (64%) of the respondents prefer railway station for reservations.

Majority (60%) of the respondents know Tatkal scheme through friends and

relations.

Majority (52%) of the respondents prefer to book in advance.

Majority (60%) of the respondents travels occasionally.

Majority (40%) of the respondents prefer three tier a/c.

Majority (64%) of the respondents prefer to travel for official.

Majority (64%) of the respondents are accompanied by family members.

Majority (56%) of the respondents prefer planned visit.

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SUGGESSTIONS

The recommendations are presented in the following lines based on the results

of the study and the opinion given by the respondents in the discussion held with them

during the conduct of study.

Service at booking centre

It is understood from the study that the services and behavioral part of

employees at booking centers need to be improved. Though it is a place where the

tickets are being sold, it is important that the customers need to be treated properly

and issue of tickets must be done quickly.

Refund of ticket money

It is understood from the customers that refund during cancellation made by

railways is not reasonable particularly when Tatkal ticket is returned. Hence it is

suggested to the railway authorities to consider the above and refund procedures at

least to that of other tickets. Otherwise, this will discourage the customers in booking

tickets in Tatkal scheme.

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CONCLUSION

Transport service system has become an integral part of common mans life,

people travel from one place to another place due to personal or official purpose

through the mode which is convenient to them. Among the various transport modes,rail transport is often chosen by customer in view of cost and convenient factors.

However it cannot be denied that road transport system also play a significant role in

providing services to customers. In fact, in all parts of the state / country, road facility

has been fairly provided but not equally in train services. Yet, people use railway

services in available routes largely and fully and as a result, there is a heavy crowd

utilizing train services. This being the case, railway has to take necessary steps for

accommodating large amount of passengers and provide them better services. If the

services are not up to the passenger expectations, it is possible, that passengers may

find alternative traveling mode even through traveling in train is more convenient to

them. Like other business organizations, Indian railways need to work on every aspect

of providing services to the entire satisfaction passengers, because it is not merely a

service but their business and they also need to earn profit. In future, any change may

take place to replace one service with another hence, marketing become necessary in

railway service too.

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BIBLIOGRAPHY

BOOKS

Agarwal, A.K. Managing Indian Railways, MANAS publications 2004.

Agarwal, v.k. Indian Railways, A Profile since Independence, January,2005.

ARTICLES AND JOURNALS

John Gabriel S. and suresh Babu.M, passenger Reservation system in the

Indian railways, The journal of Institute of public enterprise, vol.28 (1&2),

Jan-Mar, Apr-June-2005, pp77-84.

The Indian journal of public opinion vol xl-vi, no.8, March, 2007.

The journal ofinstitute of public enterprises vol.29, July-Dec 2006, pp3-4.

Arvind sharma, Electric Traction on Indian Railway changing perspectives

and issues,- Indian Railways, April-2003.

Govindarajan K.R, RCF- towards faster and safer travel Indian Railways,

April 2002.

WEBSITES

www.indianrail.gov.in

www.indianrailways.gov.com

www.thehindubusinessline.com

www.wikipedia.ory

49
http://www.indianrail.gov.in/http://www.indianrailways.gov.com/http://www.thehindubusinessline.com/http://www.wikipedia.ory/http://www.indianrailways.gov.com/http://www.thehindubusinessline.com/http://www.wikipedia.ory/http://www.indianrail.gov.in/


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A STUDY ON PASSENGER SATISFACATION TOWARDS TATKAL

SCHEME OF INDIAN RAILWAY RESERVATION SYSTEM

1. Name:

2. Age:

a) Less than 20 b) 20-40

c) 40-60 d) Above 60

3. Sex:

a) Male b) Female

4. Educational qualification

a) No formal education b) Upto higher secondary

c) Graduate d) Post graduate e) Professional

5. Occupational status:

a) Agriculture b) Business

c) Employed d) Professionals e) Others

6. Monthly income:

a) Below Rs 10,000 b) Rs.10,000 -20,000

c) Rs 20,000-30,000 d) Above Rs. 30,000

7. How did you came to know about Tatkal scheme

a) Online b) Friends & Relations

c) Agents d) Media

8. How often you travel by train

a) Weekly b) Monthly

c) Rarely d) Occasionally

9. In which class do you travel

a) Three tier a/c b) Two tier a/c

c) A/C Chair car d) Second class

10. State the purpose of travel by train

a) Business b) Official c) Tours

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11. Who are the persons mostly travel along with you

a) Family b) Friends c) Official/ Team mates

12. What is your type of visit

a) Planned visit b) As per the requirements

13. What type of reservation you mostly follow

a) Book in advance b) Book in Tatkal scheme c) Both

14. Why do you prefer to travel in railway

a) Status symbol b) Safety c) Comforts

d) Economical e) Fast mode of transport

15. How do you reserve the ticket in Tatkal scheme

a) Online b) At railway station c) Agency

16. Are you aware of the following aspects related to Tatkal scheme

S.NO PARTICULARS AWARE NOT

AWARE

1 Tatkal booking permitted to all class except first class

a/c

2 Tatkal charge is addition to normal fare

3 Tatkal ticket can be booked only two days in advance

4 No concession for Tatkal scheme

5 Refund of 25% of total charge on ticket cancellation (

with in 24 hrs)

6 Different Tatkal charges for peak season & non peak

season

17. State your level of satisfaction towards Tatkal scheme

S.NO PARTICULARS HS S NS

1 Availability of ticket while booking in Tatkal scheme

2 No. of days to book before travel (2 days )

3 No. of seats available in Tatkal quota

4 Cancellation procedures/ formalities in Tatkal scheme

Hs = Highly satisfied S = satisfied NS= Not satisfied

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18. Problems faced in booking tickets in Tatkal scheme

S.NO PARTICULARS A DA

1 ONLINE RESERVATION

A. Lack of awareness regarding usage

B. Security in cash payment

C. Downloading problems

2 AT RAILWAY STATION

A. Time consuming

B. Non availability of tickets

C. Poor service of staffs

3 AGENTS

A. High commission charged

B. Not reliable

C. Misuse of tickets

D. High risk

A= Agree DA= Dis Agree

19. Your suggestions for improving Tatkal scheme

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Documents

Final Tatkal Project