QUESTIONNAIRE TO ELICIT INFORMATION …shodhganga.inflibnet.ac.in/bitstream/10603/24433/19/19_appendices.pdf · Vending machines Jana sadharan ticket agents 14. Difficulty in ...

QUESTIONNAIRE TO ELICIT INFORMATION REGARDING SERVICE QUALITY IN SOUTHERN RAILWAY

(Questionnaire for survey among passengers) Strictly Confidential

Please put (√) in the appropriate column.

I Personal information:

1. Age : Below 30 30-39 40-49 50-59 60 and above

2. Division : TVC PGT MAS

3. Sex : Male Female

4. Occupation Student Business Salaried Professional Others

5. How frequently do you avail the services of Railways?

Daily Weekly Occasionally Rarely Very Rarely

6. Purpose of journey

Study Employment House hold matters Touring

7. Type of train you frequently use

Passenger Express Super fast Jan Shatabdi

8. Traveling class

Second ordinary Second express Sleeper class A/C class

9. Rank your opinion as 1,2,3,4 & 5 about preference of rail service to other modes of transport.

Low fare Comforts Speed Security Reliability

10. Rank your opinion as 1,2,3,4 about improvement in passenger amenities if you are rail passengers for more

than a period of five years?

Comforts Convenience Safety Punctuality

Appendix

 ii Turnaround in Indian Railways- A Study with Special Reference to Southern Railway 

II FARE AND OTHER CHARGES

11. Rate your opinion regarding fare and other charges.

FARE Very High High Moderate Low Very Low Ordinary Ticket fare: Express Ticket fare A/c class fare OTHER CHARGES Sleeper Charges Super fast charges Tatkal charges Cancellation Charges

12. Are you availing any concession in fare? Yes No

If yes, the type of concession you are availing Season tickets Izzat (Rs.25) Senior citizen Others

II TICKETING AND FACILITIES AT THE COUNTER

A ) Ticketing

Rank your opinion in the order of preference as 1, 2, 3, 4 & 5 for the following questions from

13 &14

13. Method of getting tickets

Ticket counters e- ticketing Post-Offices

Vending machines Jana sadharan ticket agents

14. Difficulty in e-ticketing

Service charges Automatic cancellation of waitlisted tickets

Change in name and boarding station Connectivity problems

15. Do you favor introduction of more number of Rail Agents ticket counters?

Yes No

16. If you are a season ticket holder, express your opinion by using a tick mark.

Highly satisfied satisfied Moderate Dissatisfied Highly

dissatisfied Number of unreserved coaches in trains.

Fare in relation to comforts.

Conversion of express trains into super fast

Appendix

Turnaround in Indian Railways- A Study with Special Reference to Southern Railway iii

17. Express your opinion by using a tick mark.

Highly satisfied satisfied Moderate Dissatisfied Highly

dissatisfied Availability of seats in Tatkal

Tatkal period

18. Do you know about Automatic up gradation scheme? Yes No

Have you ever enjoyed it? Yes No

B) Facilities at the reservation/ ticket counter

19.Mark your opinion in the appropriate

column by putting a tick( √ ) mark

Highly

Satisfied Satisfied Moderate Dissatisfied

Highly

dissatisfied

Number of Reservation Counters

Working hours of reservation counters

Advance booking period for reservation

Safety and security at the counter

III FACILITIES AT PLATFORMS AND STATIONS

23. Please mark your opinion by Putting a tick mark

Excellent Good Satisfactory Poor Very poor

Basic amenities Cleanliness on platforms Security at stations and platforms Drinking water arrangements Waiting rooms Retiring rooms & Cloak rooms Seating, fans and lighting facility Pay and use toilets Modern amenities ATM facility Refreshment/food plazas Touch screen system Signage and coach indication boards Television and Audio systems Out-station or transportation facilities Availability of porters and trolleys Parking facility Availability of Auto/Taxi/Buses

Appendix

 iv Turnaround in Indian Railways- A Study with Special Reference to Southern Railway 

IV.FACILITIES IN TRAINS

24. Please mark your Opinion by putting a tick mark

Highly satisfied Satisfied Moderate Dissatisfied Highly

dissatisfied Basic amenities

Cleanliness in trains

Proper maintenance of coaches

Security in trains

Watering arrangements

Catering services

Availability of ladies coaches

Medical assistance during emergencies

Modern amenities

Mobile charging facilities

Recreation facilities

Facilities for physically challenged persons

VI. HANDLING OF COMPLAINTS

25. Have you ever faced with any offences in trains like:

Public Nuisance Seat cornering Theft of property Others (specify)

26. If you have lodged any complaints to the railway authorities, specify

A) The method used:

Complaint book kept in trains/stations

Written complaints to higher officials

Oral complaints

Complaints through E-mail

B) Response to your complaints:

Not acknowledged

Acknowledge with usual excuses

Assurance received to take corrective action

Corrective action taken

Penalized the concerned employee

Appendix

Turnaround in Indian Railways- A Study with Special Reference to Southern Railway v

27. Behavior of railway employees

Put Tick mark against your answer. Highly satisfied Satisfied Moderate Dissatisfied Highly

dissatisfied At the Counter

At the station

In the train

Sincerity in discharging their duties

VII. PUNCTUALITY OF TRAINS

28. Please express your opinion regarding Punctuality of trains.

A) Which of the following trains are not maintaining punctuality?

Put TICK Mark Always Frequently Rarely Very rarely Never Passenger/Suburban

Express/ Mail

Super fast

Jan shatabdi

Rajadhani

B) When trains are unusually detained, have you ever informed of the reasons, approximate time of

departure etc.

Always Frequently Rarely Very rarely Never

29. Give your valuable suggestions in any of the above mentioned aspects:

…… ………

Appendix

 vi Turnaround in Indian Railways- A Study with Special Reference to Southern Railway 

EMPLOYEES’ PERCEPTIONS ON TURNAROUND STRATEGIES IN SOUTHERN RAILWAY

Questionnaire for survey among employees. STRICTLY CONFIDENTIAL

Please put (√) in the appropriate column.

I SAMPLE DETAILS

1. Name of the division. TVC PGT MAS SA

2. Name of the department. Traffic Commercial Mechanical

II PERSONAL PARTICULARS

3. Age : Below30 � 30-39� 40-49� 50-59�

4. Sex : Male � Female �

5. Educational qualification. SSLC� Degree� PG� Professional/ Technical �

6. Marital status: Single � Married� Divorced� Widow/Widower�

7. Spouse employed or not: Yes� No�

8. Length of service. Less than 5years 5-9 years� 10-14 years� 15-19� 20 and above

III ORGANIZATION CULTURE RELATED.

9. Please state your opinion regarding:

A. Present pay.

Well paid� Commensurate with work � Moderate�

Less than I deserve� Very low compared to similar jobs�

B. Promotion Policy

Fair and transparent� Based on seniority� Based on performance�

Regular promotion� Unfair �

C. Training

a). Do you get adequate training for the present job? Yes� No�

b) Basis of selecting employees for training

Poor Performance � Merit � Seniority � No basis �

Appendix

Turnaround in Indian Railways- A Study with Special Reference to Southern Railway vii

D. Your participation in other activities.

Employees’ co-operative societies� Cultural� Trade Union�

Sports activities� Others�

IV ATTITUDE OF SUPERIORS

10.

A) Do you report your grievances on work to superiors? Yes� No�

If yes, expresses your opinion about the response.

Immediate action� Forward to higher authorities �

Delegate powers to redress the grievance Respond only with repeated reminders �

No response �

C) Please put tick mark against

your answer.

Highly

satisfied satisfied moderate Dissatisfied

Highly

dissatisfied

Opportunity to give suggestions

Acceptance of your suggestions in

decision making

D) The Authorities take ‘strong’ punitive action against

Indiscipline � Safety violation� Loss of revenue �

Other reason (Specify) � All of these�

11. A) Have you encountered the fury of passengers while discharging your duties?

Yes � No �

If yes, which of the following did you experience?

Always Frequently Occasionally Rarely Never Physical assault,

Verbal abuse

B) Attitude of the organization in dealing such situations.

Immediate response by RPF/GRP protection � Moral support �

measure to avoid the occurrence � Poor response � No response �

Appendix

 viii Turnaround in Indian Railways- A Study with Special Reference to Southern Railway 

V. TURNAROUND RELATED FACTORS

12. Do you agree that Indian Railways have undergone a turnaround in its performance

during 2004 to 2008? Yes � No �

If yes, rate your opinion as 1,2,3,4 regarding reason for turnaround

At the cost of employees� Boom in economy �

Lalu’s leadership and strategies � Changes in accounting practices �

13. Rank your opinion as 1,2,3,4 up to Question No: (D) regarding the impact of

turnaround measures.

Increased work load� Reduction in employees’ strength�

Health hazards due to risk & stress �Bonus and incentives� Others �

A. Increase in work load is due to

Increased traffic� Extended duty hours�

Safety measures � New strategies �

B. Reduction in employees’ strength is due to

Advancement in IT and Communication � Unfilled vacancies �

Out sourcing� Modernisation of equipments and assets �

C. Cause for increase in risk and stress

Lack of proper rest and leave� Number of night duties� Lack of supervision�

Reluctance to adopt modern technology in LC gates� Indiscipline among staff �

D. Reasons for health hazards

Additional work load in relation to new strategies� Usual nature of the job �

Risk and stress� Lack of basic amenities at work place�

14 .Whether safety is affected due to the revenue increasing strategies adopted by IR?

Yes� No �

If so, safety aspect is affected in (Please rank your opinion)

Track maintenance� Rolling stock maintenance �

Appendix

Turnaround in Indian Railways- A Study with Special Reference to Southern Railway ix

Operating staff workload� Others �

15. Result of turnaround

Whether the turnaround resulted in increase in

Strongly agree

Agree No

opinion Disagree

Strongly disagree

Bonus and incentives

Revenue earnings of railways

Repairs and maintenance.

Improvement in quality of services

Line capacity

Accidents

Punctuality

VI ATTTIUDE OF PASSENGERS TO EMPLOYEES AND PASSENGER FACILITIES

16. Do you feel any improvement in the attitude of passengers towards employees?

Yes� No �

If yes, rate your opinion in the following:

Put Tick in the appropriate column

Excellent Satisfactory Good Fair Poor

Observing cleanliness

Co-operation with employees

17. Basic passenger amenities

at stations/trains.

18.Modern amenities:

Touch-screen facility

Efficiency of Telephone Enquiry

System No.139

19.Fare and number of trains Very high High Moderate Low Very Low

Ticket fare for all classes

No. of trains in your section

20. What is the most important thing to focus on to improve your satisfaction?

21. Please give suggestions in any of the above mentioned facts.

Appendix

 x Turnaround in Indian Railways- A Study with Special Reference to Southern Railway 

Appendix

Turnaround in Indian Railways- A Study with Special Reference to Southern Railway xi

Route Map of Southern Railway with Adjoining Railways