CHAPTER IV

ANALYSIS OF COMMUTERS DEMOGRAPHIC PROFILE AND

PERCEPTION

Rail transportation system in India brings a highly significant means to the

economy. This system is used for taking large number of people from one place to
another place especially in density populated rural and urban centres in a vast country
like India. As such, providing services characterized by high levels of quality is
inevitable in order to satisfy the existing train commuters and to attract new
commuters. This study titled, „Commuters‟ satisfaction on service quality with
particular reference to select divisions of Southern Railways‟ examines the services
offered by the Southern Railways and the level of satisfaction enjoyed by the
commuters. For this purpose, primary data have been collected with the help of self-
developed questionnaires and the collected data are systemically processed, tabulated
and made suitable for analysis and interpretations. Various tools and techniques such
as descriptive statistics, Chi-square test, One sample t-test, Independent t-test, Duncan
multiple range test, ANOVA, Friedman test, Factor analysis, SEM, Multiple
Regression Analysis and Karl Pearson‟s Co-efficient of Correlation have been used in
order to fulfill the objectives of the study. Interpretations and findings are drawn from
the results of the analysis and presented.
In order to understand the perception of the commuters, they should be studied
in relation to their personal characteristics such as age, gender, marital status,
education, occupation, family size and income. An attempt has been made here to
study the:
1. Profile of the Respondents.
2. Level of awareness of passengers about railway services and factors
influencing to prefer train travel.
3. Perception of passengers about the online railway services.
The results of the analysis of the present study are presented in two chapters, by using
Descriptive statistics and Inferential statistics.

101
Descriptive Statistics
Descriptive study is a fact finding investigation with adequate interpretation. It
is the simplest type of research. It is more specific than an exploratory study, as it has
focus on particular aspects or dimensions of the problem studied. It is designed to
gather descriptive information and provides information for formulating more
sophisticated studies.1
Inferential Statistics
Inferential statistics makes it possible to draw inferences about what is
happening in the population based on what is observed in a sample from that
population.2 It uses factor analysis, chi-square, ANOVA and other techniques for
drawing inferences about the population from a sample drawn for the study.

102
SECTION I - SOCIO ECONOMIC PROFILE OF THE RESPONDENTS –
SIMPLE PERCENTAGE ANALYSIS
The demographic characteristics of the respondents such as Age, Gender,
Marital status, Educational Qualification, Occupation, Nature of Family, Size of
Family and Monthly Income were studied with the help of simple percentage analysis.
AGE
Age is one of the important factors in determining the perception of the
respondents. The need and interest often vary with the age. It plays a vital role in
determining the satisfaction level of the respondents. A care was taken in this study to
consult commuters of various age groups to get their response on various dimensions
of service quality of Southern Railways. The following table points out the age wise
classification of the respondents.
TABLE 4.1
AGE WISE CLASSIFICATION OF THE RESPONDENTS

S. No. Age Frequency Percentage

1 Below 30 years 254 63.5

2 30-45 years 103 25.8

3 45-60 years 32 8.0

4 Above 60 years 11 2.7

Total 400 100.00

Table 4.1 indicates the age wise classification of the respondents. It is

observed that, out of 400 total respondents 63.5% are in the age group of below 30
years, 25.8% fall in the age group of 30-45 years, 8% are between 45-60 years and the
remaining 2.7% are above 60 years of age.
To summarise, maximum respondents are belonging to the age group of below
30 years old.

103
 FIGURE 4.1
AGE WISE CLASSIFICATION OF THE RESPONDENTS

70
63.5

60

50
No. of respondents in %

40

30 25.8

20

8
10
2.7

0
Below 30 years 30-45 years 45-60 years Above 60 years
Age

104
GENDER
Gender has always been a distinguishing segmentation variable. It plays an
important role as the marketers are now providing more significant to gender
segmentation. Gender influences the decision taken on various issues. Expectations of
male and female with regard to the services provided by the southern railways vary,
based on the situation, work environment, family background, occupation etc.

TABLE 4.2
GENDER WISE CLASSIFICATION OF THE RESPONDENTS

S. No. Gender Frequency Percentage

1 Male 205 51

2 Female 195 49

Total 400 100.00

Table 4.2 shows the distribution of respondents on the basis of their gender. It
is observed from the table, that out of 400 respondents, 205 are male which is 51%
and the remaining 195 are female which forms 49% of the sample respondents.
It is evident that in the sample surveyed majority of the respondents are male.

105
 FIGURE 4.2
GENDER WISE CLASSIFICATION OF THE RESPONDENTS

49%
51%

Male

Female

106
MARITAL STATUS
Marriage is a socially or ritually recognized union between spouse that
establishes rights and obligations between them. It influences the style of living,
attitudes and commitment towards work. It is identified that the changes in
commuter‟s life status have a direct implication on the preference and satisfaction
towards products and services. Therefore it is very essential to consider the marital
status of the respondents under study.

TABLE 4.3
MARITAL STATUS OF THE RESPONDENTS

S. No. Marital status Frequency Percentage

1 Married 239 59.8

2 Unmarried 161 40.2

Total 400 100.00

The above table clearly shows the classification of respondents based on their
marital status. It is seen that 59.8% of the respondents are married and 40.2% of the
respondents are unmarried.
It is found that majority (59.8%) of the respondents are married.

107
 FIGURE 4.3
MARITAL STATUS OF THE RESPONDENTS

59.8
60

50
No. of respondents in %

40.2
40

30

20

10

Married
Unmarried

Marital status

108
EDUCATIONAL QUALIFICATION
Education is the process of facilitating, learning or the acquisition of
knowledge, skills, values, beliefs and habits. It cultivates hopeful environment and
relationship among the people. The educational qualification of commuters plays a
vital role in determining the level of satisfaction. As the educational qualification
increases, the usage of online services provided by the Southern Railways may also
increase. In this perspective, the educational qualification of the respondents are
classified into no formal education, school level education, college level education,
professional qualification and others which here refers to diploma and other certificate
courses. The following table indicates the educational qualification of the
respondents.
TABLE 4.4
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

S. No. Educational Qualification Frequency Percentage

1 No formal education 7 1.8

2 School level 54 13.5

3 College level 219 54.7

4 Professional qualification 115 28.7

5 Others 5 1.3

Total 400 100.00

Table 4.4 represents the educational qualification of the respondents. 54.7% of

them have college level education, 28.7% are professionals, 13.5% have school level
education, 1.8% of the respondents has no formal education and considered as
illiterates and 1.3% of the respondents belong to other categories such as diploma and
other certificate courses.
It is understood that the majority of the respondents are having college level
education.

109
 FIGURE 4.4
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

60
54.7

50
No. of respondents in %

40

28.7
30

20
13.5

10

1.8 1.3
0
No formal education School level College level Professional Others
qualification
Educational Qualification

110
OCCUPATION

Occupation is widely accepted and probably the best documented measure of

social class, because it influences the status of a person. The nature of employment of
the people also influences the usage of services of railways. For the purpose of this
study occupation has been identified into six groups such as private employees,
Government employees, professionals, businessmen, housewives and others which
here mean farmers as well as retired persons.

TABLE 4.5
OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS

S. No. Occupation Frequency Percentage

1 Private employees 131 32.8

2 Government employees 113 28.2

3 Professionals 60 15.0

4 Businessmen 34 8.5

5 Housewives 60 15.0

6 Others 2 0.5

Total 400 100.00

Table 4.5 classifies the occupation of the respondents. It is observed that out
of 400 respondents, 32.8% are Private employees, 28.2% are Government employees,
15% are professionals, 15% are housewives, 8.5% are businessmen and the remaining
0.5% belong to other categories such as agriculturists and retired persons.
It is clearly known that the majority of the respondents are private sector
employees.

111
 FIGURE 4.5
OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS

35 32.8

30
28.2
No. of respondents in %

25

20

15 15
15
10
8.5
5

Private
Government 0.5
employees
employees Professionals
Businessmen
Housewives
Others

Occupation

112
NATURE OF FAMILY

A family is a group of people related by blood or by birth. In general, there are

two types of families such as Joint family and Nuclear family. A joint family is a
large undivided family where more than one generation lives together in a common
house where as nuclear family is composed of immediate family members such as
father, mother and their children. The young generations, mostly belong to the nuclear
family and the old generations, generally belong to joint family, may have a different
opinion on the usage of services and also the level of satisfaction they get while
availing a service of Southern Railways.

TABLE 4.6
CLASSIFICATION OF RESPONDENTS BASED ON NATURE OF FAMILY

S. No. Nature of Family Frequency Percentage

1 Joint Family 181 45.2

2 Nuclear Family 219 54.8

Total 400 100.00

The above table depicts the respondents on the basis of nature of family. It
reveals that 54.8% of the respondents belong to nuclear family and 45.2% belong to
joint family.
With regard to nature of family, the study indicates that majority of the
respondents‟ families are nuclear families.

113
 FIGURE 4.6
CLASSIFICATION OF RESPONDENTS BASED ON NATURE OF FAMILY

45.2% Joint Family

Nuclear Family
54.8%

114
SIZE OF FAMILY

Family is the principal institution for the socialization of children. Number of

the family members determines the standard of living and scope of consumption.
Member of family influences the income and expenditure pattern. In this aspect, the
family size of the respondents is classified as two members, three members, four
members and above four members. The following table 4.7 shows the number of
members of the family of the respondents.

TABLE 4.7

SIZE OF FAMILY OF THE RESPONDENTS

S. No. Size of Family Frequency Percentage

1 Two members 20 5.0

2 Three members 93 23.2

3 Four members 159 39.8

4 Above four members 128 32.0

Total 400 100.00

The size of the family has an impact on the spending capacity of the family.
The data collected from the sample respondents with reference to the size of their
family are classified and shown in Table 4.7. The above table brings to the light that
159 of the respondents represent 39.8% are 4 members family, 128 of the respondents
which is 32% respondents fall in the group of above 4 members, 23.2% belong to the
family which has 3 members and the remaining 20 of the respondents fall in the group
of two members which accounts for 5%.
It is disclosed that majority of the respondents are from the families which
consist of 4 members.

115
 FIGURE 4.7
SIZE OF FAMILY OF THE RESPONDENTS

45

39.8
40

35
32
No. of respondents in %

30

25 23.2

20

15

10

5
5

0
Two members Three members Four members Above four members
Size of Family

116
MONTHLY INCOME
Family income is another socio-economic variable frequently used to
approximate social class standing. It is an important factor which decides savings,
investments and purchase. Monthly income of the respondents has a crucial role to
play while availing the services. Higher the income more will be the usage of the
services and lower earnings have limited usage of services. The sample respondents
were asked to indicate their monthly income in the questionnaire.

TABLE 4.8
MONTHLY INCOME OF THE RESPONDENTS

S. No. Monthly Income Frequency Percentage

1 Below Rs.10,000 138 34.5

2 Rs.10,001 -50,000 164 41.0

3 Rs.50,001-1,00,000 59 14.7

4 Above Rs.1,00,000 39 9.8

Total 400 100.00

Table 4.8 discloses the monthly income of the respondents. There are 41% of
the respondents in the sample whose monthly income is between Rs.10,001 to
Rs.50,000, 34.5% belong to less than Rs.10,000, 14.7% belong to Rs.50,001 to
Rs.1,00,000 and the remaining 9.8% fall into the category of above Rs.1,00,000 per
month.
It is concluded that respondents earning a monthly income of Rs.10,001 to
Rs.50,000 are the major group.

117
 FIGURE 4.8
MONTHLY INCOME OF THE RESPONDENTS

41
45

40 34.5

35
No. of respondents in %

30

25
14.7
20
9.8
15

10

0
Below Rs.10,000 Rs.10001 -50,000 Rs.50001-1,00,000 Above Rs.1,00,000
Monthly Income

118
SECTION II - TRAVEL DETAILS OF THE RESPONDENTS – SIMPLE
PERCENTAGE ANALYSIS
The respondents were asked to express their travel details in order to know
about the frequency of train travel, purpose of travel, preferred time to travel, time
duration for reservation of tickets, preference of class, average distance of travel in a
month (up & down), holding season ticket, methods of reserving tickets and the
category under which concessions availed by the respondents.

TABLE 4.9
DISTRIBUTION OF THE RESPONDENTS BASED ON FREQUENCY OF
TRAIN TRAVEL

S. No. Frequency of Train Travel Frequency Percentage

1 Daily 16 4.0

2 Weekly 24 6.0

3 Monthly 72 18.0

4 Quarterly 45 11.2

5 Half yearly 41 10.3

6 Yearly 62 15.5

7 Occasionally 140 35.0

Total 400 100.00

<

It is inferred from Table 4.9 that 35% of the respondents travel in train
occasionally, 18% of the respondents travel monthly, 15.5% of the respondents travel
yearly, 11.2% of the respondents travel quarterly, 10.3% of the respondents travel
once in 6 months, 6% of the respondents travel weekly and 4% of the respondents
travel daily.
Hence, it is understood that majority of the respondents travel in train
occasionally in the study area.

119
 FIGURE 4.9
DISTRIBUTION OF THE RESPONDENTS BASED ON FREQUENCY OF TRAIN TRAVEL

40

35
35

30
No. of respondents in %

25

20 18
15.5
15
11.2
10.3
10
6
5 4

0
Daily Weekly Monthly Quarterly Half yearly Yearly Occasionally
Frequency of Train Travel

120
 TABLE 4.10

DISTRIBUTION OF THE RESPONDENTS BASED ON PURPOSE OF

TRAVEL

S. No. Purpose Frequency Percentage

1 Official 49 12.2

2 Business 36 9.0

3 Education 37 9.2

4 Tour 96 24.0

5 Family 131 32.8

6 Pilgrimage 26 6.5

7 Vacation 96 24.0

8 Sports 1 0.3

The purpose of travel has been asked among the respondents by using multiple
choice questions in the questionnaire. Almost 12% of the respondents has answered
that they use to select the train travel for official purpose whereas 9% of them replied
that they would travel for the purpose of business. Besides, exactly 9.2 % of the
respondents use to travel by train for educational purpose. Apart from the above, 24%
of the respondents stated that they would travel in train for the tour purpose.
Moreover, nearly 33% of the respondents stated that they would select the train travel
for attending family functions whereas exactly 6.5% of them would like to select the
train for pilgrimage purpose. Apart from the above 24% of the respondents answered
that they would travel by train for spending vacation along with family members
followed by just 0.3% of the respondents like to travel by train for participating in
sports.
To sum up, majority the respondents are found to have selected train travel for
attending family functions.

121
 FIGURE 4.10
DISTRIBUTION OF THE RESPONDENTS BASED ON PURPOSE OF TRAVEL

35
32.8
30
No. of respondents in %

25 24
20 24

15 12.2

10 9 9.2

5
6.5
0
Official
Business 0.3
Education
Tour
Family
Pilgrimage
Vacation
Sports
Purpose

122
 TABLE 4.11

DISTRIBUTION OF THE RESPONDENTS BASED ON TIME PREFERRED

TO TRAVEL

S. No. Time of Travel Frequency Percentage

1 Day journey 78 19.5

2 Night journey 124 31.0

3 Both 198 49.5

Total 400 100.00

Generally, people who travel by train for official and business purpose will
prefer night journey as it should not affect their routine work. At the same time,
people who travel with family members or for family purpose prefer both day and
night journey. It is observed from the above table that 49.5% of the respondents prefer
day and night journey, 31% of the respondents wish to travel during night time and
19.5% of the respondents like day journey.
Thus, it is inferred that majority of the respondents prefer both day and night
journey.

123
 FIGURE 4.11
DISTRIBUTION OF THE RESPONDENTS BASED ON TIME PREFERRED TO TRAVEL

19.5%

Day Journey
49.5% Night journey
Both

31%

124
 TABLE 4.12

DISTRIBUTION OF THE RESPONDENTS BASED ON TIME DURATION

FOR RESERVATION OF TICKETS

S. No. Time Duration Frequency Percentage

1 Less than a week 95 23.7

2 7 -30 days 164 41.0

3 30-60 days 51 12.7

4 60-75 days 11 2.8

5 75-90 days 12 3.0

6 Before 90 days 67 16.8

Total 400 100.00

Table 4.12 depicts that 41% of the respondents reserve their tickets during the
period 7-30 days, 23.7% of the respondents reserve their tickets less than a week
before, 16.8% of the respondents reserve before 90 days, 12.7% of the of the
respondents reserve between 30-60 days, 3% of the respondents reserve tickets
between 75-90 days and 2.8% of the respondents reserve their tickets between the
period of 60-75 days.
Thus, it is found that the majority of the respondents (41%) reserve their
tickets between 7-30 days.

125
 FIGURE 4.12
DISTRIBUTION OF THE RESPONDENTS BASED ON TIME DURATION FOR RESERVATION OF TICKETS

45
41
40

35

30
No. of respondents in %

25 23.7

20
16.8

15 12.7

10

5 2.8 3

0
Less than a week 7 -30 days 30-60 days 60-75 days 75-90 days Before 90 days
Time duration

126
 TABLE 4.13

DISTRIBUTION OF THE RESPONDENTS BASED ON PREFERENCE OF

CLASS

S. No. Preference of Class Frequency Percentage

1 Unreserved 67 16.7

2 II class sleeper 139 34.7

3 Three tier A/C 29 7.2

4 Two tier A/C 25 6.3

5 I class 88 22.0

6 II sitting 25 6.3

7 A/C chair car 27 6.8

Total 400 100.00

The above table 4.13 shows that 34.7% of the respondents prefer to reserve
their tickets in II class sleeper, 22% of the respondents prefer to reserve their tickets in
I class, 16.7% of the respondents wish to travel in unreserved compartments, 7.2% of
the respondents prefer to travel in three tier A/C and 6.8% of the respondents prefer to
travel in A/C chair car. Besides, 6.3% of the respondents prefer to travel in Two tier
A/C and the rest of 6.3% of them desire to travel in II class sitting.
It is inferred that majority (34.7%) of the respondents prefer to travel in II
class sleeper.

127
 FIGURE 4.13
DISTRIBUTION OF THE RESPONDENTS BASED ON PREFERENCE OF CLASS
40

34.7
35

30
No. of respondents in %

25
22

20
16.7

15

10
7.2 6.8
6.3 6.3
5

0
Unreserved II class sleeper Three tier A/C Two tier A/C I class II sitting A/C chair car
Preference of Class

128
 TABLE 4.14

DISTRIBUTION OF THE RESPONDENTS BASED ON AVERAGE

DISTANCE TRAVELLED IN A MONTH (UP & DOWN)

Average distance travelled in a

S. No. Frequency Percentage
month (up & down)

1 Less than 2,000 kms 240 60.0

2 2,000 - 4,000 kms 87 21.7

3 4,000 - 8,000 kms 46 11.5

4 More than 8,000 kms 27 6.8

Total 400 100.00

The above table divulges the average distance travelled by the respondents in a
month. It is found that 60% of the respondents travel less than 2,000 kilometers in a
month, 21.7% of the respondents travel between 2,000 - 4,000 kilometers in a month,
11.5% respondents are travelling between 4,000 - 8,000 kilometers in a month and
6.8% respondents travel more than 8,000 kilometers in a month.
To conclude, as the majority of the respondents used to travel occasionally,
their average distance of travel per month is found to be less than 2,000 kilometers.

129
 FIGURE 4.14
DISTRIBUTION OF THE RESPONDENTS BASED ON AVERAGE DISTANCE TRAVELLED IN A MONTH (UP & DOWN)
60

60

50
No. of respondents in %

40

30 21.7

20 11.5
6.8
10

0
Less than 2,000 kms 2,000-4,000 kms 4,000-8,000 kms More than 8,000 kms
Average distance

130
 TABLE 4.15
DISTRIBUTION OF THE RESPONDENTS BASED ON HOLDING OF
SEASON TICKET

S. No. Season Ticket Frequency Percentage

1 Yes 46 11.5

2 No 354 88.5

Total 400 100.00

From the above table, it is inferred that 88.5% of the respondents do not wish
to be season ticket holders whereas only 11.5% of the respondents are season ticket
holders.

131
 FIGURE 4.15

DISTRIBUTION OF THE RESPONDENTS BASED ON HOLDING OF SEASON TICKET

11.5%

Yes

88.5%
No

132
 TABLE 4.16

DISTRIBUTION OF THE RESPONDENTS BASED ON METHOD OF

TICKET RESERVATION

S. No. Methods Frequency Percentage

1 Reservation counters 67 16.8

2 Online reservation 295 73.7

3 Travel agents 38 9.5

Total 400 100.00

Table 4.16 represents the methods of reserving tickets. It is seen that 73.7 %
of the respondents reserve tickets through online, 16.8 % of the respondents reserve
tickets through reservation counters whereas 9.5% of the respondents book their
tickets through travel agents.
So, it is found that majority (73.7%) of the respondents are reserving tickets
through online.

133
 FIGURE 4.16

DISTRIBUTION OF THE RESPONDENTS BASED ON METHOD OF TICKET RESERVATION

9.5%
16.8%

Reservation counters
Online reservation
Travel agents

73.7%

134
 TABLE 4.17
DISTRIBUTION OF THE RESPONDENTS BASED ON AWARENESS OF
CONCESSIONS OFFERED

S. No. Concessions Frequency Percentage

1 Yes 154 38.5

2 No 246 61.5

Total 400 100.00

Table 4.17 clearly shows the awareness of the respondents about the
concessions offered. 61.5% of the respondents have not availed any concessions
whereas 38.5% of the respondents avail concessions offered by Southern Railways.
Thus, it is understood that majority of the respondents have not availed any
concessions.

135
 FIGURE 4.17
DISTRIBUTION OF THE RESPONDENTS BASED ON AWARENESS OF CONCESSIONS OFFERED

38.5%

Yes
No

61.5%

136
 TABLE 4.18

DISTRIBUTION OF THE RESPONDENTS BASED ON NATURE OF

CONCESSIONS AVAILED

S. No. Nature of Concessions Frequency Percentage

1 Railway employees 23 14.9

2 Season tickets 70 45.4

3 Physically handicapped 18 11.7

4 Senior citizen 1 0.7

5 Ex-service man/Freedom fighter 6 3.9

6 Others 36 23.4

Total 154 100.00

Table 4.18 highlights the respondents based on the nature of concessions

availed. It is seen that 45.4% of the respondents are season ticket holders, 23.4% of
the respondents belong to others category such as widows, sports, artists and patients,
14.9% of the respondents are employees of railway, 11.7% of the respondents are
physically handicapped, 3.9% of the respondents are Ex-service man and freedom
fighters and only 0.7% of the respondents are senior citizens.
It is inferred that 45.4% the respondents avail concessions under the category
of season ticket.

137
 FIGURE 4.18
DISTRIBUTION OF THE RESPONDENTS BASED ON NATURE OF CONCESSIONS AVAILED

50
45.4
45

40

35
No.of respondents in %

30

25 23.4

20
14.9
15
11.7
10

5 3.9
0.7
0
Railway employees Season tickets Physically Senior citizen Ex-service Others
handicapped man/Freedom
fighter
Nature of Concessions

138
SECTION III - PASSENGERS OPINION ON THE SERVICES OF
SOUTHERN RAILWAYS – SIMPLE PERCENTAGE ANALYSIS
The respondents were asked to state their opinion on the services provided
by Southern Railways. Opinion may vary from person to person and it may not be
necessary that the opinion may be of the same. The punctuality of the time of arrival
and departure, the comfort of the respondents during their travel, the various charges
of the railways and the adequacy of information services were considered under this
section and the opinions were collected by way of questionnaire.

TABLE 4.19
DISTRIBUTION OF THE RESPONDENTS BASED ON PROMPTNESS ON
DEPARTURE/ ARRIVAL OF TRAINS

S. No. Promptness of Trains Frequency Percentage

1 Always in time 121 30.3

2 Not often in time 243 60.7

3 Hardly ever in time 25 6.3

4 Never in time 11 2.7

Total 400 100.00

The above table outlines the punctuality of trains in the departure and arrival
time. It is understood that 60.7% of the respondents find the trains not often in time,
30.3% of the respondents feel always in time, 6.3% of the respondents opine the
departure and arrival of trains are hardly ever in time and 2.7 % of the respondents
find the trains never depart or arrive in time.
It is found that majority of the respondents feel that promptness on
departure and arrival of trains not often in time.

139
 TABLE 4.20
DISTRIBUTION OF THE RESPONDENTS BASED ON PASSENGERS
COMFORT DURING TRAIN TRAVEL

S. No. Comfort in train travel Frequency Percentage

1 Highly comfortable 120 30.0

2 Comfortable 146 36.5

3 Neutral 95 23.8

4 Uncomfortable 25 6.2

5 Highly Uncomfortable 14 3.5

Total 400 100.00

From the above table, it is clearly known that 36.5% of the respondents feel
that train travel is comfortable, 30% of the respondents feel that train travel is highly
comfortable, 23.8% of the respondents feel that train travel is neutral, 6.2% of the
respondents feel that train travel is uncomfortable, 3.5% of the respondents feel that
train travel is highly uncomfortable to them.
It is concluded that maximum respondents feel that train travel is comfortable.

140
SERVICE CHARGES
Respondents were asked to express their opinion on a five point rating scale
on the various charges for services by the Southern Railways. The scale consists of
five ratings, starting from very low-1, low-2, moderate-3, high-4 and very high-5.
Mean ratings were found for each item of charges.

TABLE 4.21
DESCRIPTIVE STATISTICS FOR SERVICE CHARGES

S. No. Charges N Mean Std. Deviation

1 Train fare 400 2.83 0.88

2 Luggage charges 400 3.34 1.31

3 Parcel charges 400 3.41 1.39

Table 4.21 exhibits the descriptive statistics for charges which are imposed by
the Southern Railways towards the various services availed by the passengers. The
charges namely train fare, luggage charges and parcel charges and the mean values
are 2.83, 3.34 and 3.41 respectively. It is identified from the study that the mean
values of all the charges are greater than 2.5.
Therefore, it is determined that all the charges which are imposed by the
Southern Railways are affordable by the respondents.

141
ADEQUACY OF INFORMATION
Respondents were asked to explore their opinion on a five point rating scale.
The scale consisted of five ratings, starting from not at all adequate-1, not adequate-2,
adequate-3, fairly adequate-4, highly adequate-5. Mean ratings were found for each
item of the opinion about providing information to passengers.

TABLE 4.22
DESCRIPTIVE STATISTICS FOR ADEQUACY OF INFORMATION

S. No. Information N Mean Std. Deviation

1 Announcements 400 3.98 0.92

2 Digital display 400 3.77 1.00

3 Written board 400 3.31 1.14

Table 4.22 highlights the descriptive statistics for adequacy of information

given to passengers by the Southern Railways. The information is generally given to
passengers in the forms of announcement, digital display and written board. It
becomes necessary to find whether commuters are satisfied with the adequacy of
information provided to them while they choose travel by train. The mean values are
3.98, 3.77 and 3.31 which are above 3.00.
So, it is concluded that all the information provided by the Southern Railways
to passengers are adequate and informative.

142
SECTION IV – SOCIO ECONOMIC FACTORS AND OPINION OF THE
PASSENGERS – INFERENTIAL STATISTICS
GENDER AND PREFERRED TIME TO TRAVEL
Null Hypothesis: There is no significant association between gender of the
respondents and time preferred to travel.

TABLE 4.23
CHI-SQUARE TEST FOR GENDER AND TIME PREFERRED TO TRAVEL

Time preferred to travel

Chi-square
Gender Day Night Total p value
Both value
Journey Journey

37 64 104 205

Male 18.0% 31.2% 50.7% 100.00%

47.4% 51.6% 52.5% 51.3%

41 60 94 195

Female 21.0% 30.8% 48.2% 100.00% 0.590 0.745

52.6% 48.4% 47.5% 48.8%

78 124 198 400

Total 19.5% 31.0% 49.5% 100.00%

100.0% 100.0% 100.0% 100.00%

The above table shows the results of chi-square test for whether there is any
significant association between gender of the respondents and time preferred to travel
in the study area. It is noted from the table that the chi-square value is 0.590 and p
value is 0.745 which is greater than 0.05. Therefore the null hypothesis is accepted at
5% level of significance. Hence it is concluded that there is no significant association
between gender and time preferred to travel in study area and irrespective of the
gender, the respondents prefer to travel during night also.

143
 OCCUPATION AND TIME PREFERRED TO TRAVEL
Null Hypothesis: There is no significant association between occupation of the
respondents and time preferred to travel.
TABLE 4.24
CHI-SQUARE TEST FOR OCCUPATION AND TIME PREFERRED TO
TRAVEL

Time preferred to travel

Chi-square
Occupation Day Night Total p value
Both value
Journey Journey
34 37 60 131
Private
26.0% 28.2% 45.8% 100.00%
employees
43.6% 29.8% 30.3% 32.8%
21 35 57 113
Government
18.6% 31.0% 50.4% 100.00%
employees
26.9% 28.2% 28.8% 28.3%
7 25 28 60
Professionals 11.7% 41.7% 46.7% 100.00%
9.0% 20.2% 14.1% 15.0%
2 10 22 34
Businessmen 5.9% 29.4% 64.7% 100.00% 14.029 0.172
2.6% 8.1% 11.1% 8.5%
14 16 30 60
Housewives 23.3% 26.7% 50.0% 100.00%
17.9% 12.9% 15.2% 15.0%
0 1 1 2
Others 0.0% 50.0% 50.0% 100.00%
0.0% 0.8% 0.5% 0.5%
78 124 198 400
Total 19.5% 31.0% 49.5% 100.00%
100.00% 100.00% 100.00% 100.00%

The chi-square test is used to find out the significant association between
occupation and time preferred to travel by the respondents. The calculated chi-square
value is 14.029 and p value is 0.172 which is greater than 0.05. Therefore the null
hypothesis is accepted at 5% level of significance. Hence it is concluded that there is
no significant association between occupation of the respondents and time preferred
to travel.
144
 OCCUPATION AND PREFERENCE OF CLASS
Null Hypothesis: There is no significant association between occupation of the
respondents and preference of class.
TABLE 4.25
CHI-SQUARE TEST FOR OCCUPATION AND PREFERENCE OF CLASS

Preference of class
Occupation Un II class Three tier Two tier A/C chair Total
I class II sitting
reserved sleeper A/C A/C car
21 31 7 6 40 10 16 131
Private
16.0% 23.7% 5.3% 4.6% 30.5% 7.6% 12.2% 100.00%
Employees
31.3% 22.3% 24.1% 24.0% 45.5% 40.0% 59.3% 32.8%
18 52 11 7 19 3 3 113
Government
15.9% 46.0% 9.7% 6.2% 16.8% 2.7% 2.7% 100.00%
Employees
26.9% 37.4% 37.9% 28.0% 21.6% 12.0% 11.1% 28.3%
12 22 3 5 10 4 4 60
Professionals 20.0% 36.7% 5.0% 8.3% 16.7% 6.7% 6.7% 100.00%
17.9% 15.8% 10.3% 20.0% 11.4% 16.0% 14.8% 15.0%
4 13 4 1 4 5 3 34
Businessmen 11.8% 38.2% 11.8% 2.9% 11.8% 14.7% 8.8% 100.00%
6.0% 9.4% 13.8% 4.0% 4.5% 20.0% 11.1% 8.5%
12 20 3 6 15 3 1 60
Housewives 20.0% 33.3% 5.0% 10.0% 25.0% 5.0% 1.7% 100.00%
17.9% 14.4% 10.3% 24.0% 17.0% 12.0% 3.7% 15.0%
0 1 1 0 0 0 0 2
Others 0.0% 50.0% 50.0% 0.0% 0.0% 0.0% 0.0% 100.00%
0.0% 0.7% 3.4% 0.0% 0.0% 0.0% 0.0% 0.5%
67 139 29 25 88 25 27 400
Total 16.8% 34.8% 7.3% 6.3% 22.0% 6.3% 6.8% 100.00%
100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

145
 CHI-SQUARE TEST
Chi-square value D.f p value Result

49.289 30 0.015 Significant at 5% level

Chi-square test is applied to find out the significant relationship between the
occupation and preference class of the respondents. The results of the chi-square test
are given in the above table. It indicates that the value of chi square is 49.289 and the
p value is 0.015 which is less than 0.05. Hence, the results are significant at 5 % level
and the null hypothesis is rejected. It is concluded that there is a significant
association between occupation of the respondents and preference of class. It can be
interpreted respondents prefer a particular class in train travel based on their
occupation.

146
 MONTHLY INCOME AND PREFERENCE OF CLASS
Null Hypothesis: There is no significant association between monthly income of the
respondents and preference of class to travel.
TABLE 4.26
CHI-SQUARE TEST FOR MONTHLY INCOME AND PREFERENCE OF
CLASS
Monthly Income
Preference of
class Below Rs.10001 Rs.50,001 Above Chi-square p
Total
Rs.10,000 -50,000 -1,00,000 Rs.1,00,000 value value
25 31 6 5 67
Unreserved 37.3% 46.3% 9.0% 7.5% 100.00%
18.1% 18.9% 10.2% 12.8% 16.8%
34 70 23 12 139
II class
24.5% 50.4% 16.5% 8.6% 100.00%
sleeper
24.6% 42.7% 39.0% 30.8% 34.8%
6 10 9 4 29
Three tier
20.7% 34.5% 31.0% 13.8% 100.00%
A/C
4.3% 6.1% 15.3% 10.3% 7.3%
7 12 3 3 25
Two tier A/C 28.0% 48.0% 12.0% 12.0% 100.00%
5.1% 7.3% 5.1% 7.7% 6.3% 36.080 0.007
40 29 12 7 88
I class 45.5% 33.0% 13.6% 8.0% 100.0%
29.0% 17.7% 20.3% 17.9% 22.0%
13 7 3 2 25
II sitting 52.0% 28.0% 12.0% 8.0% 100.00%
9.4% 4.3% 5.1% 5.1% 6.3%
13 5 3 6 27
A/C chair car 48.1% 18.5% 11.1% 22.2% 100.00%
9.4% 3.0% 5.1% 15.4% 6.8%
138 164 59 39 400
Total 34.5% 41.0% 14.8% 9.8% 100.0%
100.00% 100.00% 100.00% 100.00% 100.00%

It is noted from Table 4.26 that the p value of monthly income of the
respondents is less than 0.05. Hence, the results are significant at 5 % level and the
null hypothesis is rejected. It is inferred that a significant association has been found
between monthly income of the respondents and preference of class to travel. Hence,
it is concluded that income of the respondents influences their preference of class to
travel.

147
PROMPTNESS OF TRAINS
Null Hypothesis: There is no promptness in departure and arrival of trains in which
the passengers travel in the study area.

TABLE 4.27
ONE SAMPLE T-TEST FOR PROMPTNESS OF TRAINS

Opinion N Mean Std. Deviation t value p value

Promptness of trains 400 2.0100 .95245 -20.788 0.000**

Table 4.27 highlights the results of one sample t-test for whether the trains are
promptness in the study area. The table shows the total number of sample size, mean
value, standard deviation, t value and p value. It is noted from the above table, the
calculated t value is -20.788 and corresponding p value is 0.000 which is less than
0.01. Therefore the null hypothesis is rejected at 1% level.
It is concluded that the train services are absolutely punctual in the study area.

148
GENDER AND PROMPTNESS OF TRAINS
Null Hypothesis: There is no significant difference between male and female
passengers with respect to promptness of departure and arrival of trains in the study
area.
TABLE 4.28
INDEPENDENT T-TEST FOR PROMPTNESS OF TRAINS

Opinion Gender N Mean Std. Deviation t value p value

Promptness of Male 205 1.9659 .97206

-0.951 0.342
trains Female 195 2.0564 .93163

The results of independent t-test for whether there is any significant difference
between male and female passengers with respect to promptness of trains are shown
in the above table. The calculated t value is -0.951 and p value is 0.342 which is
greater than 0.05. Therefore the null hypothesis is accepted at 5% level of
significance.
Hence, it is concluded that there is no significant difference between male and
female respondents with respect to promptness of trains.

149
AGE AND PROMPTNESS OF TRAINS
Null Hypothesis: There is no significant difference among the age group of the
respondents with respect to promptness of trains in the study area.

TABLE 4.29
ANOVA TEST FOR PROMPTNESS OF TRAINS

Age group N Mean Std. Deviation F value p value

Below 30 years 254 2.0236 0.99377

30-45 years 103 2.0583 0.80227

0.883 0.450
45-60 years 32 1.8750 1.12880

60 years and above 11 1.6364 0.67420

Table 4.29 shows the results of ANOVA test for age of the respondents and
promptness of train services in the study area. It is noted from the above table, F value
is 0.883 and p value is 0.450 which is greater than 0.05. Therefore, the null hypothesis
is accepted at 5% level of significance.
Hence, it is concluded that there is no significant difference among the age
group of the respondents with respect to the promptness of train services in the study
area. All the age groups of the respondents are opined that the train services with
respect to departure and arrival are very prompt in the study area.

150
COMFORT IN TRAIN TRAVEL
AGE AND COMFORT IN TRAIN TRAVEL
Null Hypothesis: There is no significant association between age group of the
respondents and their comfort in train travel in the study area.
TABLE 4.30
CHI-SQUARE TEST FOR COMFORT IN TRAIN TRAVEL

Comfort in train travel Chi-square

Age Total p value
Low Medium High value

68 84 102 254
Below 30 years 26.8% 33.1% 40.2% 100.00%
56.7% 57.5% 76.1% 63.5%
35 42 26 103
30-45 years 34.0% 40.8% 25.2% 100.00%
29.2% 28.8% 19.4% 25.8%
12 15 5 32 15.887 0.014*

45-60 years 37.5% 46.9% 15.6% 100.00%

10.0% 10.3% 3.7% 8.0%
5 5 1 11
60 years and
45.5% 45.5% 9.1% 100.00%
above
4.2% 3.4% 0.7% 2.8%
120 146 134 400
Total 30.0% 36.5% 33.5% 100.00%
100.00% 100.00% 100.00% 100.00%
The chi-square test is used to find out the significant relationship between age
group of the respondents and their comfort in train travel in the study area. The
calculated chi-square value is 15.887 and p value is 0.014 which is less than 0.05.
Therefore the null hypothesis is rejected at 5% level of significance.

It is interpreted that there is significant association between age group of the

respondents and comfort in train travel in the study area. Hence, it is concluded that
age is one of the criteria based on which the respondents expect some comfort in their
train travel.

151
CHARGES FOR SERVICES
Null Hypothesis: The passengers are not affordable to pay travelling, luggage and
parcel charges in the study area.

TABLE 4.31
ONE SAMPLE T-TEST FOR THE OPINION ON THE CHARGES FOR
SERVICES

Charges N Mean Std. Deviation t value p value

Train Fare 400 2.8375 0.88490 -3.673 0.000**

Luggage charges 400 3.3475 1.31189 5.298 0.000**

Parcel charges 400 3.4125 1.39901 5.897 0.000**

Table 4.31 highlights the results of one sample t-test for whether the
passengers are affordable to pay the charges of travelling, luggage and parcel. The p
value of all the charges i.e, train fare, luggage and parcel are 0.000 which is less than
0.01. Therefore the null hypothesis is rejected at 1% level of significance.
Hence, it is concluded that the respondents feel that they are affordable to pay
train fare, luggage and parcel charges.

152
GENDER AND CHARGES FOR SERVICES
Null Hypothesis: There is no significant difference between male and female
respondents with respect to affordability of train fare, luggage and parcel charges in
the study area.

TABLE 4.32
INDEPENDENT T-TEST FOR AFFORDABILITY OF CHARGES

Charges Gender N Mean Std. Deviation t value p value

Male 205 2.8098 0.95891

Train fare -0.642 0.521
Female 195 2.8667 0.80120

Luggage Male 205 3.4293 1.44545

1.279 0.202
charges Female 195 3.2615 1.15245

Male 205 3.5902 1.47459

Parcel charges 2.624 0.009**
Female 195 3.2256 1.29247

Independent t-test is used to test whether there is any significant difference

between male and female respondents with respect to affordability of charges and
results were given in the above table. The p values of train fare and luggage charges
are greater than 0.05, therefore the null hypothesis is accepted at 5% level of
significance. Hence it is concluded that there is no significant difference between
male and female respondents with respect to train fare and luggage charges. However,
the p value of parcel charges is 0.009 which is less than 0.01, is statistically
significant at 1% level.
It could be concluded that the male and female respondents are significantly
differ with respect to parcel charges. The Southern Railways should initiate to rectify
the difference of opinion between male and female respondents with respect to parcel
charges.

153
AGE AND CHARGES FOR SERVICES
Null Hypothesis: There is no significant difference among the age group of the
respondents with respect to travelling, luggage and parcel charges.
TABLE 4.33
ANOVA TEST FOR AFFORDABILITY OF CHARGES

Std. F p
Charges Age group N Mean
Deviation value value

Below 30 years 254 3.22 1.29

30-45 years 103 3.59 1.22
Train fare 2.298 0.077
45-60 years 32 3.56 1.64
60 years and above 11 3.36 1.28
Below 30 years 254 3.25a 1.38
a
30-45 years 103 3.57 1.31
Luggage charges a 5.148 0.002
45-60 years 32 3.75 1.45
**
60 years and above 11 4.63b 1.62
Below 30 years 254 1.99 0.90
30-45 years 103 1.99 0.91
Parcel charges 0.986 0.399
45-60 years 32 2.28 1.05
60 years and above 11 2.09 0.83
Note: Different alphabet between age group of the respondents denotes significant at
5% level using Duncan Multiple Range test.

The above table 4.33 confirms the results of ANOVA test for whether there is
any significant difference among the age group of the respondents with respect to
train fare, luggage and parcel charges. The p value of train fare (F value = 2.298 and p
value = 0.077) and parcel charges (F value = 0.986 and p value = 0.399) are greater
than 0.05 and statistically insignificant. Hence it is concluded that there is no
significant difference among the age group of the respondents with respect to train
fare and parcel charges. The p value of luggage charges (F value = 5.148 and p value
= 0.002) is less than 0.01 and statistically significant at 1% level. It is concluded that
there is a significant difference among the age group of the respondents with respect
to luggage charges.
Based on the Duncan Multiple Range Test results, 60 years and above age
group of the respondents significantly differ with the other age group of below 30
years, 30-45 years and 45-60 years of age group of the respondents.

154
 INFORMATION SERVICES
Null Hypothesis: The passengers are not satisfied with the information services
offered by the Southern Railways at Railway Stations in the study area.

TABLE 4.34
ONE SAMPLE T-TEST FOR THE INFORMATION SERVICES

Services N Mean Std. Deviation t value p value

Announcements 400 2.0200 0.91471 -21.428 0.000**

Digital display 400 2.2325 0.99796 -15.381 0.000**

Written board 400 2.6950 1.14247 -5.339 0.000**

The above table reveals the results of one sample t-test for whether the
passengers are satisfied with the services offered by the Southern Railways. The p
value of the services viz., announcements, digital display and written board are 0.000
which is less than 0.01 and statistically significant. The null hypothesis is rejected at
1% level of significance.
Hence, it is concluded that the passengers are absolutely satisfied with the
services i.e, announcements, digital display and written board offered by the Southern
Railways at Railway Stations in the study area.

155
FACTORS INFLUENCING TO PREFER TRAIN TRAVEL
Null Hypothesis: There is no significant difference among the mean ranks with
respect to factors influencing the passengers to prefer train travel in the study area.

TABLE 4.35
FRIEDMAN TEST FOR FACTORS INFLUENCING THE PASSENGERS TO
PREFER TRAIN TRAVEL

Factors Mean Rank Chi-square value p value

Economy 3.84

Facilities at station 5.95

Travelling distance 5.53

Reservation facility 5.63

Convenience 4.59
452.969 0.000**
Speed 4.22

Punctuality 6.69

Concession 7.30

Easy to carry more luggage 5.97

Safety 5.29

The above table discloses the Friedman test for whether there is any
significant difference among the mean ranks with respect to factors influencing the
passengers to prefer the train travel. The chi-square value is 452.969 and p value is
0.000 which is less than 0.01. Therefore the null hypothesis is rejected at 1% level of
significance.
Hence, it is concluded that there is a significant difference among the mean
ranks with respect to factors influencing the passengers to prefer the train travel.
Further, it is noted from the above table, the most significant factor is concession
(7.30) which is followed by punctuality (6.69) and easy to carry more luggage (5.97)
and the least significant factor is economy (3.84).

156
SECTION V - FACTOR ANALYSIS ON AWARENESS LEVEL OF
PASSENGERS TOWARDS THE SERVICES OF SOUTHERN RAILWAYS
The general purpose of factor analysis is to find a method of summarising the
information contained in a number of original variables into a smaller set of new
composite dimensions (Factors) with minimum loss of information. That is, the Factor
Analysis tries to identify and define the underlying dimensions in the original
variables. The Factor Analysis technique is applied in this study to find out the
underlying dimensions in the set of statements relating to the awareness level of
passengers regarding various services offered by Southern Railways.
Factor analysis usually proceeds in four steps:
1. First, the correlation matrix for all variables is computed. Variables that do not
appear to be related to other variables can be identified from the matrix. The
relevance of the factor model can also be calculated.
2. Next, Factor extraction which the number of factors necessary to represent the
data and the method of calculating them is determined. At this step, how well
the chosen model fits the data is also ascertained.
3. Then, Rotation which focuses on transforming the factors to make them more
interpretable.
4. Finally, scores for each factor is computed for each case. These scores are then
used for further analysis.
The set of 24 statements (items) which measure the awareness level of
respondents were used to find the underlying factors in it.
Step 1
Correlation matrix (Appendix I) for the variables, item1 to item 24, was
analyzed initially for possible inclusion in Factor Analysis.
Since, one of the goals of the factor analysis is to obtain 'factors' that help
explain these correlations; the variables must be related to each other for the factor
model to be appropriate. A closer examination of the correlation matrix may reveal
what are the variables which do not have any relationship. Usually a correlation value
of 0.3 (absolute value) is taken as sufficient to explain the relation between variables.
All the variables from 1 to 24 have been retained for further analysis. Further, two
tests are applied to the resultant correlation matrix to test whether the relationship
among the variables is significant or not.

157
 TABLE 4.36
KMO AND BARTLETT'S TEST

Kaiser-Meyer-Olkin Measure of Sampling Adequacy 0.919

Approx. Chi-Square 3823.207

Bartlett's Test of
Df 276
Sphericity
Sig. **
** Significant at 1% level (p < 0.01)

One is Bartlett's test of sphericity. This is used to test whether the correlation
matrix is an identity matrix. i.e., all the diagonal terms in the matrix are 1 and the
off-diagonal terms in the matrix are 0. In short, it is used to test whether the
correlations between all the variables is 0. The test value (3823.207) and the
significance level (p<.01) are given above in the table 4.36. With the value of test
statistic and the associated significance level is so small, it appears that the correlation
matrix is not an identity matrix, i.e., there exists correlations between the variables.
Another test is Kaiser-Meyer-Olkin (KMO) measure of sampling adequacy.
This test is based on the correlations and partial correlations of the variables. If the
test value, or KMO measure is closer to 1, then it is good to use factor analysis. If
KMO is closer to 0, then the factor analysis is not a good idea for the variables and
data. The value of test statistic is given above as 0.919 which means the factor
analysis for the selected variables is found to be more appropriate to the data.
Step 2
The next step is to determine the method of factor extraction, number of initial
factors and the estimates of factors. Here, Principal Components Analysis (PCA) is
used to extract factors. PCA is a method what used to transform a set of correlated
variables into a set of uncorrelated variables (here factors), so that the factors are
unrelated and the variables selected for each factor are related. Next, PCA is used to
extract the number of factors required to represent the data.
The question then is how many factors are to be extracted? Note that as
consecutive factors are extracted, they account for less and less variability. The
decision of when to stop extracting factors basically depends on when there is only
very little "random" variability left.

158
The results from principal components analysis are given below.
To start with, in the correlation matrix, the variances of all variables are equal
to 1.0. Therefore, the total variance in that matrix is equal to the number of variables.
For the present study, 24 variables (items) are used each with a variance of 1 then the
total variability that can potentially be extracted is equal to 24 times 1. The variance
accounted for by successive factors are summarized is the following table 4.37.

159
 TABLE 4.37
TOTAL VARIANCE EXPLAINED

Extraction Sums of Squared

Initial Eigen values
Loadings (Rotated)
Component
% of % of
Total Cumulative% Total Cumulative%
Variance Variance
1 8.436 35.148 35.148 4.458 18.575 18.575
2 1.697 7.072 42.221 3.054 12.724 31.299
3 1.500 6.248 48.469 2.944 12.265 43.564
4 1.267 5.278 53.747 2.020 8.417 51.981
5 1.061 4.421 58.167 1.485 6.186 58.167
6 .935 3.896 62.063
7 .794 3.308 65.372
8 .748 3.116 68.487
9 .691 2.879 71.366
10 .651 2.714 74.080
11 .618 2.576 76.656
12 .608 2.534 79.189
13 .583 2.430 81.620
14 .525 2.189 83.808
15 .499 2.078 85.886
16 .474 1.976 87.862
17 .448 1.865 89.727
18 .429 1.788 91.515
19 .393 1.636 93.152
20 .375 1.563 94.715
21 .347 1.445 96.160
22 .335 1.397 97.558
23 .299 1.244 98.802
24 .288 1.198 100.000

160
 From the table 4.37 it can be seen that given above, in the second column
(Initial Eigen values) the column titled „Variance‟, variance is found on the new
factors that were successively extracted. In the third column, these values are
expressed as a percent of the total variance. As it is seen, factor 1 account for about 34
percent of the total variance, factor 2 about 7 percent, factor 3 about 6 percent, and so
on. As expected, the sum of the eigen values is equal to the number of variables. The
third column contains the cumulative variance extracted. The variances extracted by
the factors are called the eigen values.
Now that the variance for each successive factor extracts is determined and the
number of factors to be retained can be decided. Factors with eigen values greater
than 1 can only be retained. In essence, this is like saying that, unless a factor extracts
at least as much as the equivalent of one original variable, it is dropped. This criterion
is probably the one most widely used and is followed in this study also. In the
example above, using this criterion, 5 factors (principal components) are retained.
The total variance explained by the five factor model in the original set of variables is
given in the last column (58.167).

161
 TABLE 4.38
COMPONENT MATRIX

Component
S. No. Particulars
1 2 3 4 5
1 Coach indication board .669 -.140 -.229 .102 .031
2 Availability of complaint book .658 -.343 .041 -.018 -.022
3 Public address system .656 -.297 -.124 .134 .067
4 First aid .651 -.364 -.126 -.015 -.198
5 Grievance redressal cell .639 -.424 .070 -.029 .055
6 Interactive telephone .638 -.106 .405 .098 -.225
7 Security cameras .636 -.135 -.082 .068 -.138
8 Bed rolls .630 -.245 .157 -.265 .036
9 Purified drinking water facility .626 -.321 -.037 .041 -.308
10 Fare concession .619 .140 -.007 -.512 .060
Provision of wheel chair to physically
11 .613 .103 .029 -.318 -.099
challenged and aged
12 Platform indication board .594 .161 -.372 .170 .187
13 Platform ticket vending machine .591 -.123 -.317 .158 -.050
14 Cloak room .588 .436 .003 -.298 .074
15 Touch screen .586 .095 .495 .225 -.089
16 Porter service .583 .171 -.162 .306 .315
Special compartments for
17 .576 .154 -.248 .163 .219
ladies/army/disabled person
18 Retiring rooms .574 .212 .280 -.359 .219
19 Assistance of TTE/coach attendant .571 -.110 .147 -.024 .540
20 Board showing train details .566 .381 -.068 -.100 -.262
21 Unreserved ticketing system .548 .368 -.076 .307 .103
22 Refund of ticket fare .538 .238 -.163 -.221 -.196
23 Tatkal scheme .454 .491 .011 .295 -.408
24 Pantry car inside the train .314 .096 .710 .323 .111
Extraction Method: Principal Component Analysis.
5 components extracted.

162
 The table 4.38 shown above gives the Component Matrix or Factor Matrix
where PCA extracted 5 factors. These are all coefficients used to express a
standardized variable in terms of the factors. These coefficients are called factor
loadings, since they indicate how much weight is assigned to each factor. Factors with
large coefficients (in absolute value) for a variable are closely related to that variable.
For example, Factor 1 is the factor with largest loading (0.669) for the item, namely
“Coach indication board”. These are all the correlations between the factors and the
variables. Hence, the correlation between this item and Factor 1 is 0.669. Thus, the
factor matrix is obtained. These are the initially obtained estimates of factors.
Step 3
Although the factor matrix (Table titled Component Matrix) obtained in the
extraction phase indicates the relationship between the factors and the individual
variables, it is usually, difficult to identify meaningful factors based on this matrix.
Often variables and factors do not appear to be correlated in any interpretable pattern.
Most factors are correlated with many variables. Since, the idea of factor analysis is to
identify the factors that meaningfully summarize the sets of closely related variables,
the Rotation phase of the factor analysis attempts to transfer initial matrix into one
that is easier to interpret. It is called the rotation of the factor matrix. There are several
methods available for rotating factor matrix. The one used in this analysis is Varimax
Rotation, the most commonly used method, which attempts to minimise the number
of variables that have high loadings on a factor. This should enhance the
interpretability of the factors. The Rotated Factor Matrix (Table titled Rotated
Component Matrix) using Varimax rotation is given in table 4.39 where each factor
identifies itself with a few set of variables. The variables which identify with each of
the factors were sorted in the decreasing order and are highlighted against each
column and row.

163
 TABLE 4.39
ROTATED COMPONENT MATRIX

Component
Particulars
1 2 3 4 5
First aid 0.745 0.159 0.143 0.015 0.103
Purified drinking water facility 0.721 0.119 0.075 0.101 0.210
Grievance redressal cell 0.687 0.190 0.158 0.194 -0.160
Availability of complaint book 0.667 0.209 0.171 0.179 -0.048
Public address system 0.629 0.100 0.372 0.102 -0.038
Security cameras 0.554 0.185 0.258 0.108 0.183
Coach indication board 0.548 0.174 0.441 0.014 0.080
Bed rolls 0.548 0.443 0.053 0.197 -0.123
Retiring rooms 0.519 0.081 0.430 -0.069 0.164
Fare concession 0.278 0.756 0.136 0.000 0.015
Platform ticket vending machine 0.125 0.692 0.167 0.316 -0.085
Tatkal scheme 0.049 0.690 0.317 0.109 0.198
Unreserved ticketing system 0.344 0.578 0.115 0.084 0.162
Refund of ticket fare 0.249 0.486 0.199 -0.066 0.344
Porter service 0.190 0.129 0.709 0.179 0.035
Provision of wheel chair to physically
0.261 0.199 0.673 -0.064 0.130
challenged & aged
Special compartments for ladies/
0.233 0.210 0.621 0.039 0.080
army/disabled person
Cloak room 0.080 0.172 0.606 0.246 0.287
Assistance of TTE/coach attendant 0.280 0.330 0.444 0.317 -0.409
Pantry car inside the train 0.032 0.032 0.079 0.848 -0.002
Touch screen 0.287 0.196 0.154 0.684 0.210
Interactive telephone 0.507 0.219 0.026 0.541 0.209
Platform indication board 0.066 0.139 0.291 0.259 0.725
Board showing train details 0.178 0.463 0.238 0.078 0.490
Extraction Method: Principal Component Analysis
Rotation Method: Varimax with Kaiser Normalization
Rotation converged in 7 iterations

164
Step 4
Normally, from the factor results arrived above, factor score coefficients can
be calculated for all variables (since each factor is a linear combination of all
variables) which are then used to calculate the factor scores for each individual. Since,
PCA was used in extraction of initial factors, all methods will result in estimating
same factor score coefficients. However, for the study, original values of the variables
were retained for further analysis and factor scores were thus obtained by adding the
values (ratings given by the respondents) of the respective variables for that particular
factor, for each respondent.
Conclusion
Thus, the 24 variables in the data were reduced to 5 factor model and each
factor may be identified with the corresponding variables as shown in table 4.40.

165
 TABLE 4.40
FACTORS IDENTIFIED AGAINST STATEMENTS RELATING TO
THE AWARENESS LEVEL OF RESPONDENTS ON SERVICES OF
SOUTHERN RAILWAYS

Statements Factors Identified

First aid
Purified drinking water facility
Grievance redressal cell
Availability of complaint book
Public address system Facilities
Security cameras
Coach indication board
Bed rolls
Retiring rooms
Fare concession
Platform ticket vending machine
Ticketing &
Tatkal scheme
Reservation
Unreserved ticketing system
Refund of ticket fare
Porter service
Provision of wheel chair to physically challenged & aged Assistance
Special compartments for ladies/army/disabled person
Cloak room
Assistance of TTE/coach attendant
Pantry car inside the train
Special
Touch screen
Arrangements
Interactive telephone
Platform indication board
Displays
Board showing train details

166
AWARENESS LEVEL OF PASSENGERS ON SERVICES OF SOUTHERN
RAILWAYS
CONFIRMATORY FACTOR ANALYSIS
The Exploratory Factor Analysis (EFA) used to find out the predominant
factors of awareness level of passengers on services of Southern Railways. The EFA
results revealed five predominant factors namely Facility, Ticketing and Registration,
Assistance, Special Arrangement and Displays. The reliability coefficients calculated
were 0.940 for Facility, 0 .820 for Ticketing and Registration, 0.819 for Assistance,
0.812 Special Arrangement and 0.801 for Display.
The Confirmatory Factor Analysis (CFA) is a statistical technique used to
verify the factor structure of a set of observed variables. CFA allows the researcher to
test the hypothesis that a relationship between observed variables and their underlying
latent constructs exist. Based on various studies conducted by Bentler and Bonett
(1980), Jöreskog, and Sorbom (1974), Bollen‟s (1989) and Bentler (1980), it was
suggested that if the Index value is greater than 0.9 and if RMSEA value is less than
0.05, it indicates model is fit and accepted. In the present study SPSS Amos 21
software is used to perform confirmatory analysis using Confirmatory Factor
Analysis. Total number of variables in the model is 23. The data have been reduced
through Exploratory Factor Analysis and identified five predominant factors namely
Facility, Ticketing and Registration, Assistance, Special Arrangement and Display.
The data have no missing values. The model is over-identified, a preferable situation
for CFA. According to the univariate and multivariate normality tests the data are not
normally distributed. After the data were normalized, the Maximum likelihood (ML)
estimation method is used. ML attempts to maximize the likelihood that obtained
values of the criterion variable will be correctly predicted. The study found that Chi-
square (CMIN)/df = 2.683, and probability level is about 0.000 which is evidence
against the null hypothesis is significant at the 0.05 level. The proposed model is
reasonably fit. The standardized parameters estimates are depicted in CFA model
diagram. The result indicates that the passengers are well aware about the services
offered by the Southern Railways. The identified model is absolutely fit.

167
 TABLE 4.41
PASSENGER AWARENESS LEVEL OF RAILWAY SERVICES MODEL FIT
SUMMARY

Indices Value Suggested value

Chi-square value 2.071 -

GFI 0.951 >0.90 (Hu and Bentler, 1999)

AGFI 0.928 >0.90 ( Hair et al. 2006)

CFI 0.931 > 0.90 (Daire et al., 2008)

RMR 0.026 < 0.08 ( Hair et al. 2006)

RMSEA 0.007 < 0.08 ( Hair et al. 2006)

168
 FIGURE 4.19
AWARENESS LEVEL OF PASSENGERS ON SERVICES OF SOUTHERN
RAILWAYS

169
SECTION VI - PERCEPTION OF PASSENGERS ABOUT ONLINE
SERVICES
The emergence of the internet in the mid-1990s as well as the development of
Intranets and Extranets forced Indian Railways to refocus their strategy on
technological innovations in order to enhance their competitiveness. IR identified the
online marketing as a major opportunity to tackle distribution costs and to reengineer
the structure of the industry. In this perspective, the perception of passengers about
online services is need to be analysed. In this section, the perception is analysed from
four aspects, namely measuring usefulness, ease of use, attitude and experience
towards online reservation services of Indian Railways.
Respondents were asked to state their perception regarding online reservation
services on the five point rating scale. The scale consisted of five point ratings,
starting from strongly disagree-1, disagree-2, neutral-3, agree-4 and strongly agree-5.
Mean ratings were found for each item.
TABLE 4.42
OPINION OF THE RESPONDENTS ON THE USEFULNESS OF ONLINE
SERVICES

Usefulness N Mean Std. Deviation

Useful to purchase a ticket 295 4.39 0.64

Saves time in purchasing a ticket 295 4.31 0.76

Makes easier to buy a ticket 295 4.15 0.86

Provides information in time 295 4.04 0.89

Reduce the work 295 4.15 1.04

Know the seat availability 295 4.19 0.89

From the above table it is found that the respondents opine that online services
are very useful in various aspects. The mean values of all the statements are greater
than 4.0 which indicate that all the statements are very useful to the passengers while
they book a ticket by online. The most significant use is „to purchase a ticket‟ (4.39)
which is followed by „saves time in purchasing a ticket (4.31), „to know the seat
availability‟ (4.19), „makes easier to buy a ticket‟ and „reduces the work‟ (4.15 each)
and finally „provides information on time‟ (4.04). So it is summarised that online
services is very useful to purchase a ticket.

170
 TABLE 4.43
OPINION OF THE RESPONDENTS ON THE EASE OF USE OF ONLINE
SERVICES

Ease of use N Mean Std. Deviation

Easy to learn 295 4.20 0.71

Easy to understand 295 4.12 0.76

Easy to purchase a ticket 295 4.18 0.85

Simple 295 4.01 0.84

Easy to use 295 4.07 0.85

Interaction is clear 295 3.96 0.89

Quick transactions 295 3.97 0.95

It is noted from the above table 4.43, the mean values of all the statements are
greater than 4.0 which means all the statements influence the passengers to use online
services which are offered by Southern Railways. The most significant statement is
„easy to learn” (4.20), which is followed by „easy to purchase a ticket‟ (4.18), „easy to
understand‟ (4.12), easy to use‟ (4.07), „simple” (4.01), „quick transaction‟ (3.97) and
the least significant factor is „interaction is clear‟ (3.96). Hence it is inferred that easy
to learn is the most significant factor while availing online services.

171
 TABLE 4.44
OPINION OF THE RESPONDENTS ON THE ATTITUDE ABOUT ONLINE
SERVICES

Attitude N Mean Std. Deviation

It is a good idea to buy a ticket through

295 4.45 0.66
internet

I like the idea to get information through

295 4.29 0.71
internet

It is pleasant to use 295 4.13 0.79

Using online services is a wise idea 295 4.14 0.78

Helps to concentrate in some other work 295 4.12 0.88

The above table 4.44 shows the attitude of the respondents about online
services for ticket booking. The mean values of all the statements are greater than 4.0,
from which it can be interpreted that the passengers have positive attitude towards
online services of Southern Railways. The most significant statement is „it is a good
idea to buy a ticket through internet‟ (4.45), which is followed by „I like the idea to
get information through internet‟ (4.29), „using online services is a wise idea‟ (4.14),
„it is pleasant to use‟ (4.13), and the least significant factor is „helps to concentrate in
some other work‟ (4.12). To conclude, the majority of the passengers feel it is a good
idea to buy a ticket through internet.

172
 TABLE 4.45
OPINION OF THE RESPONDENTS ON THE EXPERIENCE OF ONLINE
SERVICES

Experience N Mean Std. Deviation

Buying a ticket through internet is enjoyable 295 4.15 0.83

Interesting 295 4.07 0.80

Joyful activity 295 3.90 0.91
Frustrating 295 3.48 1.08
Waste of time 295 2.83 1.28
Delay in opening of website 295 3.64 1.03
Fear of disconnection during ticket booking 295 3.65 1.01
Too many advertisements make the online
295 3.64 1.03
booking irritable

Limited number of seats only can be booked 295 3.62 1.04

Fear of stealing credit/debit card information 295 3.60 1.04

The above table 4.45 shows the experience of respondents while booking
tickets online, the facility which is offered by Southern Railways. It is noted from the
above table, mean values of all the statements are more than 2.5 which denotes all the
statements influence the passengers‟ experience of using e-booking services which are
offered by Southern Railways. The most significant statement is „Buying a ticket
through internet is enjoyable‟ (4.15) followed by „Interesting‟ (4.07), „Joyful activity‟
(3.90), „Fear of disconnection during ticket booking‟ (3.65), „Delay in opening of web
site‟ (3.64), „Too many advertisements make the online booking irritable‟ (3.64),
„Limited number of seats only can be booked‟ (3.62), „Fear of stealing credit/debit
card information‟ (3.60), „Frustrating‟ (3.48) and least significant factor is „Waste of
time‟ (2.83).
It is interpreted that the most significant reason to experience online services is
that buying a ticket through internet is enjoyable.

173
GENDER AND OVERALL PERCEIVED USEFULNESS
Null Hypothesis: There is no significant association between Gender and Overall
Perceived Usefulness of online ticket booking.

TABLE 4.46
CHI-SQUARE TEST FOR GENDER AND OVERALL PERCEIVED
USEFULNESS

Level of Perceived Usefulness Chi-square

Gender Total p value
Low Medium High value

43 119 43 205

Male 21.0% 58.0% 21.0% 100.0%

67.2% 46.1% 55.1% 51.3%

21 139 35 195 9.689 0.008**

Female 10.8% 71.3% 17.9% 100.0%

32.8% 53.9% 44.9% 48.8%

64 258 78 400

Total 16.0% 64.5% 19.5% 100.00%

100.00% 100.00% 100.00% 100.00%

The chi-square test is used to find out the significant association between the
gender of the respondents and level of overall perceived usefulness of online ticket
booking. The calculated chi-square value is 9.689 and p value is 0.008 which is less
than 0.01. Therefore the null hypothesis is rejected at 1% level of significance.
Hence it is concluded that there is a significant association between the gender
of the respondents and level of overall perceived usefulness of online ticket booking.

174
GENDER AND OVERALL PERCEIVED EASE OF USE
Null Hypothesis: There is no significant association between the gender of the
respondents and overall perceived ease of use of online ticket booking.

TABLE 4.47
CHI-SQUARE TEST FOR GENDER AND OVERALL PERCEIVED EASE OF
USE

Level of Perceived Ease of

Chi-square
Gender Use Total p value
value
Low Medium High

44 105 56 205

Male 21.5% 51.2% 27.3% 100.0%

62.9% 45.5% 56.6% 51.3%

26 126 43 195

Female 13.3% 64.6% 22.1% 100.0%

37.1% 54.5% 43.4% 48.8% 8.000 0.018*

70 231 99 400

Total 17.5% 57.8% 24.8% 100.00%

100.00% 100.00% 100.00% 100.00%

The chi-square test is used to find out the significant association between the
gender of the respondents and level of perceived ease of use of online ticket booking.
The calculated chi-square value is 8.000 and p value is 0.018 which is less than 0.05.
Therefore the null hypothesis is rejected at 5% level of significance.
Hence it is concluded that there is a significant association between the gender
of the respondents and level of overall perceived ease of use of online ticket booking.

175
GENDER AND OVERALL PERCEIVED ATTITUDE
Null Hypothesis: There is no significant association between the gender of the
respondents and overall perceived attitude of the respondents in online ticket booking.

TABLE 4.48
CHI-SQUARE TEST FOR GENDER AND OVERALL PERCEIVED
ATTITUDE

Level of Perceived Attitude Chi-square

Gender Total p value
Low Medium High value

46 107 52 205

Male 22.4% 52.2% 25.4% 100.0%

68.7% 45.1% 54.2% 51.3%

21 130 44 195

Female 10.8% 66.7% 22.6% 100.0%

11.985 0.002**
31.3% 54.9% 45.8% 48.8%

67 237 96 400

Total 16.8% 59.3% 24.0% 100.00%

100.00% 100.00% 100.00% 100.00%

The chi-square test is used to find out the significant association between the
gender of the respondents and level of perceived attitude of online ticket booking. The
calculated chi-square value is 11.985 and p value is 0.002 which is less than 0.01.
Therefore the null hypothesis is rejected at 1% level of significance.
Hence, it is concluded that there is a significant association between the
gender of the respondents and level of overall perceived attitude of the respondents
about online ticket booking.

176
GENDER AND OVERALL PERCEIVED EXPERIENCE
Null Hypothesis: There is no significant association between the gender of the
respondents and overall perceived experience of the respondents in online ticket
booking.

TABLE 4.49
CHI-SQUARE TEST FOR GENDER AND OVERALL PERCEIVED
EXPERIENCE

Level of Perceived Experience Chi-square

Gender Total p value
Low Medium High value

40 108 57 205

Male 19.5% 52.7% 27.8% 100.0%

60.6% 47.0% 54.8% 51.3%

26 122 47 195

Female 13.3% 62.6% 24.1% 100.0% 4.536 0.104

39.4% 53.0% 45.2% 48.8%

66 230 104 400

Total 16.5% 57.5% 26.0% 100.00%

100.00% 100.00% 100.00% 100.00%

The chi-square test is used to find out the significant association between the
gender of the respondents and level of perceived experience of the respondents in
online ticket booking. The calculated chi-square value is 4,536 and p value is 0.104
which is greater than 0.05. Therefore, the null hypothesis is accepted at 5% level of
significance. Hence, it is concluded that there is no significant association between the
gender of the respondents and level of perceived experience of the respondents in
online ticket booking.

177
EDUCATIONAL QUALIFICATION AND OVERALL PERCEIVED USEFULNESS
Null Hypothesis: There is no significant association between the educational
qualification and overall perceived usefulness of the respondents in online ticket
booking.
TABLE 4.50
CHI-SQUARE TEST FOR EDUCATIONAL QUALIFICATION AND
OVERALL PERCEIVED USEFULNESS

Educational Level of Perceived Usefulness Chi-square

Total p value
Qualification value
Low Medium High
0 5 2 7
No formal
0.0% 71.4% 28.6% 100.0%
education
0.0% 1.9% 2.6% 1.8%
3 42 9 54
School level 5.6% 77.8% 16.7% 100.0%
4.7% 16.3% 11.5% 13.5%
35 139 45 219
College level 16.0% 63.5% 20.5% 100.0%
54.7% 53.9% 57.7% 54.8% 11.737 0.163
26 68 21 115
Professionals
22.6% 59.1% 18.3% 100.0%
Qualification
40.6% 26.4% 26.9% 28.8%
0 4 1 5
Others 0.0% 80.0% 20.0% 100.0%
0.0% 1.6% 1.3% 1.3%
64 258 78 400
Total 16.0% 64.5% 19.5% 100.00%
100.00% 100.00% 100.00% 100.00%
The chi-square test is used to find out the significant association between the
educational qualification and the level of overall perceived usefulness of the
respondents in online ticket booking. The calculated chi-square value is 11.737 and p
value is 0.163 which is greater than 0.05. Therefore, the null hypothesis is accepted at
5% level of significance.
Hence, it is concluded that there is no significant association between the
educational qualification and the level of overall perceived usefulness of the
respondents in online ticket booking.

178
 EDUCATIONAL QUALIFICATION AND OVERALL PERCEIVED EASE OF USE
Null Hypothesis: There is no significant association between the group of educational
qualification and the level of ease of use in online ticket booking.
TABLE 4.51
CHI-SQUARE TEST FOR EDUCATIONAL QUALIFICATION AND
OVERALL PERCEIVED EASE OF USE

Educational Level of Perceived Ease of Use Chi-square

Total p value
Qualification value
Low Medium High
0 5 2 7
No formal
0.0% 71.4% 28.6% 100.00%
education
0.0% 2.2% 2.0% 1.8%
4 39 11 54
School level 7.4% 72.2% 20.4% 100.00%
5.7% 16.9% 11.1% 13.5%
40 122 57 219
College level 18.3% 55.7% 26.0% 100.00%
57.1% 52.8% 57.6% 54.8% 10.902 0.207

26 61 28 115
Professionals
22.6% 53.0% 24.3% 100.00%
Qualification
37.1% 26.4% 28.3% 28.8%
0 4 1 5
Others 0.0% 80.0% 20.0% 100.00%
0.0% 1.7% 1.0% 1.3%
70 231 99 400
Total 17.5% 57.8% 24.8% 100.0%
100.00% 100.00% 100.00% 100.00%

The chi-square test is used to find out the significant association between the
educational qualification and the level of ease of use in online ticket booking. The
calculated chi-square value is 10.902 and p value is 0.207 which is greater than 0.05.
Therefore, the null hypothesis is accepted at 5% level of significance.
Hence, it is concluded that there is no significant association between the
group of educational qualification and the level of ease of use in online ticket
booking.

179
 EDUCATIONAL QUALIFICATION AND OVERALL PERCEIVED ATTITUDE
Null Hypothesis: There is no significant association between the educational
qualification and the level of attitude of the respondents in online ticket booking.
TABLE 4.52
CHI-SQUARE TEST FOR EDUCATIONAL QUALIFICATION AND
OVERALL PERCEIVED ATTITUDE

Educational Level of Attitude Chi-square

Total p value
Qualification Low Medium High value
0 5 2 7
No formal education 0.0% 71.4% 28.6% 100.00%
0.0% 2.1% 2.1% 1.8%
8 39 7 54
School level 14.8% 72.2% 13.0% 100.00%
11.9% 16.5% 7.3% 13.5%
37 125 57 219
College level 16.9% 57.1% 26.0% 100.00% 8.302 0.405
55.2% 52.7% 59.4% 54.8%
22 64 29 115
Professionals
19.1% 55.7% 25.2% 100.00%
Qualification
32.8% 27.0% 30.2% 28.8%
0 4 1 5
Others 0.0% 80.0% 20.0% 100.00%
0.0% 1.7% 1.0% 1.3%
67 237 96 400
Total 16.8% 59.3% 24.0% 100.00%
100.00% 100.00% 100.00% 100.00%
The chi-square test is used to find out the significant association between the
educational qualification and the level of attitude of the respondents in online ticket
booking. The calculated chi-square value is 8.302 and p value is 0.405 which is
greater than 0.05. Therefore the null hypothesis is accepted at 5% level of
significance.
Hence it is concluded that there is no significant association between the
educational qualification and the level of attitude in online ticket booking.

180
 EDUCATIONAL QUALIFICATION AND OVERALL PERCEIVED EXPERIENCE
Null Hypothesis: There is no significant association between the educational
qualification and level of experience of the respondents in online ticket booking.
TABLE 4.53
CHI-SQUARE TEST FOR EDUCATIONAL QUALIFICATION AND
OVERALL PERCEIVED EXPERIENCE

Educational Level of Experience Chi-square

Total p value
Qualification Low Medium High value
1 5 1 7
No formal
14.3% 71.4% 14.3% 100.00%
education
1.5% 2.2% 1.0% 1.8%
3 38 13 54
School level 5.6% 70.4% 24.1% 100.00%
4.5% 16.5% 12.5% 13.5%
38 124 57 219
College level 17.4% 56.6% 26.0% 100.00% 9.451 0.306
57.6% 53.9% 54.8% 54.8%
24 60 31 115
Professionals
20.9% 52.2% 27.0% 100.00%
Qualification
36.4% 26.1% 29.8% 28.8%
0 3 2 5
Others 0.0% 60.0% 40.0% 100.00%
0.0% 1.3% 1.9% 1.3%
66 230 104 400
Total 16.5% 57.5% 26.0% 100.00%
100.00% 100.00% 100.00% 100.00%
The chi-square test is used to find out the significant association between the
group of educational qualification and the level of experience of the respondents in
online ticket booking. The calculated chi-square value is 9.451 and p value is 0.306
which is greater than 0.05. Therefore, the null hypothesis is accepted at 5% level of
significant.
Hence, it is concluded that there is no significant association between the
educational qualification and the level of experience of the respondents in online
ticket booking.

181
REASONS TO USE ONLINE SERVICES OF SOUTHERN RAILWAYS
The IRCTC success story is undoubtedly an inspiration for the entire
generation of e-commerce portals in India. However, behind this success story is a
firmed up business plan as well as a near flawless execution till the recent past. There
is no doubt that online services have revolutionized the travel industry and the
passengers feel comfortable to make use of online services. In this table, the reasons
why IRCTC became a favorite for passengers is analysed by using Friedman Test.

TABLE 4.54
FRIEDMAN TEST FOR REASONS TO USE ONLINE SERVICES

Reasons Mean Rank Chi-square value p value

Convenient 3.42

Time saving 3.18

Cost saving 4.35

Buying tickets 24/7 (at any time &

3.56 259.296 0.000**
from anywhere)

No long queues 4.22

New technology experience 4.76

Easy access to information 4.52

The above table shows the results of Friedman test for reasons to use online
services of Southern Railways in the study area. It is identified from the above table,
the chi-square value is 259.296 and p value is 0.000 which is less than 0.01 and it is
statistically significant at1%. It is concluded that new technology experience is the
most significant factor (4.76) which influences the passengers to use online services,
followed by easy access to information, cost saving, no long queues, buying tickets
24/7, convenient and time saving is the least influencing factor for the usage of online
services in the study area.

182
 PROBLEMS FACED BY THE RESPONDENTS WHILE USING ONLINE
SERVICES
Information Technology plays a vital role not only in a particular field, it
provides various kinds of solutions and services to the various problems prevailing in
many fields. Indian Railways make use of information technology to the maximum
extent. It uses the information technology in an efficient way for providing better
passenger services. The online services offered by the Railways need to be improved
to satisfy the passengers. Now a days, the customers are technology oriented and
would like to do everything through internet sitting in one place. But, while they use
online services, they come up with lot of problems. If the Indian Railways properly
assess the problems and inconveniences of the passengers and deliver the service
according to their expectation, it will be the most profitable public sector undertaking
in India. With this perspective, the Friedman test is used to identify the problems
while using online services.

TABLE 4.55
FRIEDMAN TEST FOR PROBLEMS WHILE USING ONLINE SERVICES

Problems Mean Rank Chi-square value p value

Risky to use credit card 4.32

Very busy network 3.72

Difficulty in cancellation or refund

4.73
of ticket

Lack of online payment facility 4.92

Risk of wrong ticket 4.87 289.075 0.000**

Lack of privacy of personal
5.35
information

Do not know how to use 6.06

Complex system 5.60

Expensive 5.45

183
 Friedman test is applied for problems faced by the respondents while using
online services of Railways and the results are given in the above table. It is stated
from the above table, the chi-square value is 289.075 and p value is 0.000 which is
less than 0.01 and statistically significant at1%. It is found that the respondents in the
study area are facing some problems at the time of using online services which are
offered by the Southern Railways. The most significant problem is that they do not
know how to use (6.06) and the least significant problem is very busy network (3.72).
Hence it is concluded that the flaws in the technology should be eliminated so that the
respondents can make use of online services to the full extent.

184
END NOTES
1. Ken Black, “Business Statistics: Contemporary Decision Making”, 3rd
Edition, U.S.A: South Western College Publishing, 2001, p.2
2. Robert Worcester and John Downham, “Consumer Market Research
Handbook”, 3rd Revised Edition, 1986, p.299.

185