Passenger’s Satisfaction towards Shatabdi Express Train in Punjab, India

Pooja Vaid
KMO and Bartlett's Test Vivek Mahala
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .690
Ankush Nag
Lovely Professional University, Phagwara, Punjab, India
Bartlett's Test of Sphericity Approx. Chi-Square 518.347

df 190 Abstract
Purpose – The paper aims to study the satisfaction level of the Passenger’s towards Shatabdi Express train in, Jalandhar and to
Sig. .000
check the factors which influence the satisfaction level of passengers towards Shtabdi Express Train .

Design/methodology– The paper represents Descriptive and Causal research method used in this study, research design, sample selection methods, data collection methods and data
analysis method .

The research is based on the single cross sectional research design and convenience sampling technique. The research is based on the primary research with sample size of 100
respondents who travel by Shatabdi Express Train in JALANDHAR.

Findings – This study focuses on traveler’s satisfaction with service quality attributes. Using self rate questionnaire to investigate overall passengers satisfaction and factor that influence
shatabdi express train users’ satisfaction. Data were analyzed using factor analysis technique with 69% data was found to be unbiased for further study. One main finding reported that the
data collected through the extraction method reflected that the seven factors have mixed kind of effect, the factors like cleanliness of train, value for money, comfort level of train and the
reservation systems are the amongst the highest demanded and important factor which shatabdi train needs to improve on to increase the satisfaction level of passengersn. It is highly
recommended to pay more attention on functional factor in order to improve and develop attractive and marketable shatabdi express train.

Keywords : Satisfaction level, Attributes, Factors, Data analysis, Railways.

Paper type: Research Paper.

Introduction
In today’s competitive market scenario, organizations increasingly undersand the importance of building and effectively managing the relationship with its customer for building and maintaining a healthy
relationship with its customers. Organizations need to understand and meet the expectation of its customers . The organization today should not only aim at satisfying the customer but should also focus on
delighting him. Thus it has become imperative for organization to identify parameters that cause customer satisfaction and consciously measure them so as to try and bring out about the necessary changes on
the basis of customer perception.

The present study is based on the finding of the factors related to Shatbdi Express Train Services that have an impact on customer satisfaction. Indian railway is the major mode of transport in
the country. On the industry front, it is the only player, hence a monopoly has been created. On the market front the majority of its customers is illiterates/semi-educated and low/middle income for quality
aspects.

Although Indian railway has monopoly approach in India as no other player is existing in india but they are facing a big competition and challenge from low fare airlines, therefore it is very important for
Indian railway to understand the importance of and parameters of customer satisfaction so as to maintain high level of service to its travelers.
 This study focuses on passenger’s satisfaction level towards train like SHATABDI. Research is based on to investigate overall customer satisfaction and factors that influence SHATABDI
EXPRESS Train’s service in Punjab, India.

PROBLEM :-

Empirical study on Passenger’s Satisfaction towards Shatabdi Expreess train , Jalandhar.

OBJECTIVES:-

1. To study the satisfaction level of the Passenger’s towards Shatabdi Expreess train , Jalandhar.

2. To study the factors which influence the level of the satisfaction of passengers

SCOPE-

The scope of this research is to investigate overall express train in Punjab India. Since India has a wide range of A level public transport like coach bus service, low fare airlines etc. The study will be
conducted to measure the other existing A level public transport. The study of conventional public bus transport is majority of the public bus transport in Punjab, India.

LITERATURE OVERVIEW -

Customer satisfaction and service quality: in recent time all organization has increasingly understand the importance of customer satisfaction. It is widely understand that it’s for the less costly to keep existing
customer than it is mind new ones. For many organizations in the public sector, customer satisfaction will itself be the measure of success

1. According to diliner (1997), satisfaction is defined as the customer’s satisfaction. It is a judgment that a product or service feature or the product or service itself ,provided(or is providing) a pleasurable level of
consumption related fulfillment related including levels of under or over fulfillment need fulfillment is a comparative process giving rise to the satisfaction response. Any gaps lead to disconfirmation, ie.positue
disconfirmation increase or maintain satisfaction and negative disconfirmation create dissatisfaction

2. Burkhardt Jon e 2002 is focused on a group research that led to measure of transit service quality in term factor that makes difference relative level of consumer satisfaction for older person. He has also
suggested the near term improvement strategies for public transit operate.

3.rohades davena andwagnespack blaise p.(2004) have studied the service quality and safety in us airlines pre and post september11 th .in the service they identify the two factors as important in service and
safety quality and found that developing both of these factors are important.

4.Pe’reg manual Sanchez and Abad jaun carlos gazquery maria maria gem and Fernandez(2007) have studied and examine the relationship between service quality and behavioral purchase intention in the
public sector transport industry in spain.the findings slates that service quality has a significance effect on behavior purchase intention justifies expenditure on the design communication and delivery of service
quality

5. Sharma a.k and vohra ekta(2008)critically evaluated the current static of road infrastructure in india,working the gap in the availability of required length and quality of roads infrastructure development
inadequate in India. This factor of infrastructure leakcerdness can be a major factor in the satisfaction of public transport like railway and Levis by traveler

6.nejali merman and nejali mostfa(2008) studied and reminded the service quality factor of the airlines industry .the result show that “flight safety” good appearance of flight crew and offering high possible
quality service to the customer 24 hrs a day are the most important airline service quality factor in the eyes of Iranian customers as their transportation mean. However at the moment they are mostly using
buses as their first choice

7 sanjeev abrahim johan George.(2008) investigates and carried out performance benchmarking study of the zone of Indian railway its develop an alternative approach for measurement of aggregate
operational performance and identifying the best railway zone in the country over the year and the efficiency trend their study also reveals some of the weakness of the conventional DEA were addressed by
including the concept of cross-efficiencies along with self efficiencies along with thyself efficiencies of the railway zone and to envisage its operation in a supply chain perspective.
8. Barreo fedric and total degio vergas manuetcores fransisco, mila Jose manuel (2009) have studied the use of intelligent transportation system as new infrastructure that combine people, road and vehicle over
the basis of the modern embedded system with the enhanced digital connective .they have analysis the feasibility of road traffic management system using the internet as the communication links covered and
electronic prototype providing need service for road traffic management. The research provides new height and missile into the use of internet of internet for road traffic management

9. Vinh saun chan and kao yu yang (2009) have done a research on necessaries its apply the ‘seruqual’ model to identify critical performance measure in the airline industry explore the difference between
eastern western airline service, quality and delivery. Their research found that there is a statically significance difference between the perceived and expected level of service quality in the airline industry these
are effected by such demographic factors as education and income level their correspondence

Attribute, especially price a great focus on higher quality and service and a greater service articulation in much trend service are most closely tailored to the specific travel service are more closely tailored to the
specific travel need of the individual and a specific trip. The servaqual model dimension represent appropriately the airline industry and the gap 5 sizes of this quality dimension have a significant impact on
customer satisfaction and service value.

10.Dr savant sarika (2009) has done a research on the Indian scenario on the feature of Indian railway system her research of was aiming to study the various issue concerning the Indian railway software
service/system involved in development in development of institutional repo site in India. in her research, she observed that 79% of the institutional had implement space ire software package which is used
mainly in online counter ticket booking and part of the study related to the customer satisfaction towards ticketing system in the railway system

11. Margarita freeman and Marko fellusion (2009) have research on service supply and customer satisfaction in public transportation. They have analyzed the relationship between and the object performance
measure to the public transport service and the satisfaction perceived by travelers. According to them satisfaction pinto for understanding-rather taking for granted the links between satisfaction and an objective
service supply is a key management challenging that requires genuine understanding of how transport system function from the point of view of both the customer and production

12.Vasco sanchez,Andrew potter and naim.m Mohammed(2009) have researched on logistic tried uncertainly model taking a supply chain uncertainly that impact on the sustainability of the o.k. road fright
ssector.the finding indicate that the main drivers impacting the sustainability of transport operation are delays’ variable demand /poor information delivery and insufficient supply

13) Asa Roonbacks,(2009), have studied identify and described the perceived value drivers (benefits’ and sacrifices) in outsourced service promotion in public transportation. The result show that perceived
benefits and sacrifices are related to the product, the service and the relationship.

In addition, there are certain prerequisite in the public transportation system that inhabit value creation and much is destroyed in the business relationships before it reaches the passengers.

14) Astute Oktiani (2009), mitigated whether overall customer satisfaction with Indonesian public bus transport is related to service quality attributes.

In his study, Jakarta and Jogjakarta citizen were asked to rate their satisfaction on the convention bus, four attributes that have strongest relationship with overall satisfaction are frequency, comfortable travel
experience, security on board and travel time.

15) Nandan Geetika and Shefali (2010), have identified the components of service quality of Indian railways at railways platforms. Their findings reveal that fine factors are considered important for determining
satisfaction with railway platforms, the most important of which are referents and behavioral factor.

16) Prasad Devi, Raja Shekhar (2010), has studied and analyzed the relationship between the desired and the minimum level for passengers’ expectations. Their research combines the literatures of service
quality and rail transport quality in India.
Research Methodology-

The paper represents descriptive and casual research methodology used in this study, research design, sample selection methods, data collection methods and data analysis
methods.

Research design The research is based on the single cross sectional research design and convenience sampling technique. The research is based on the primary research with sample size of 100
respondents who travel by Shatabdi Express Train in JALANDHAR.The independent variable used in this study is overall satisfaction with SHATABDI train service. Dependent variable is specific service
quality attributes which consists of train departure frequency, travel time, punctuality, price, information, seat availability, on board security, railway station condition etc.

In this research the target population is JALANDHAR and the sample size is 100 respondents. In this research convenience sampling technique is used to collect the data because data from all those
respondents who travel by train in Jalandhar.

Nominal scale, Interval scale and Likert scale is used in the research.

QUESTIONNAIRE
The questionnaire was divided into two parts: (1) Demographics, the questioner
item correspondent to age, sex, occupation, monthly income, frequency of travel, (2) items measuring satisfaction with frequency, travel time, punctuality, price, information, cleanness, staff behavior, comfort,
seat availability, bus stop security and condition, safety, and information.

Respondents were asked to rate their satisfaction to the item of overall satisfaction and
14 items in specific quality attribute for shatabdi express train. Likert-type scale rate ranged
from strongly disagree, disagree, neither agree nor disagree, agree and strongly agree.

PROCEDURE
Self-rating questionnaires were used as a data collection method in this study.
Reasons of using three sections questionnaire to collect data are (1) The respondent has
break time when fill out the questionnaire in order to understand the aim of each section questionnaire; and (2) questionnaire offers confidentiality. The respondents
were asked to fill out the questionnaire at the office, home or at railway station in Jalandhar.

Data analysis
The aim of this study is to measure overall customer satisfaction and investigates
the related service quality attributes that influence the most. Questionnaire is the most
common tool to investigate the similar aim. The data that were collected will be
analyzed using statistical method.
To summarize and rearrange the data several interrelated procedure are
performed during the data analysis stage. Statistical tools (SPSS) were used
for data input and analysis. Factor analysis was performed with the aim to identify group or cluster of variables.

FINDINGS:
Demographics
• 100 questionnaires were filled out and 69 were accepted for further analysis.
• The respondent consisted of 71 male and 29 female.
• The age range of out of 100respondents consisted of are
Less than 15 years : 3 respondents
15-24: 53 respondents
 24-35: 27 respondents
35-45: 13 respondents
Above 45: 4 respondents

• Out of 100 respondent only 10 respondent have not but 90 respondent have travelled by Shatabdi Express Train.

• Out of 100 respondents, there occupation consisted of:

34 students.
13 housewives
34 employed.
19 businessmen.
• Out of 100 respondents there qualifications were consisted of :
Matric: 4 respondents
12th pass: 3
Under Graduates: 9
Graduates: 13
Post graduate:51

• Out of 100 respondents there are :

29 respondent with monthly income of less than 10000
21 respondent with monthly income of between 10000-20,000
21 respondent with monthly income of between 20000-30000
27 respondent with monthly income of more than 30000

• Out of 100 respondents, the frequency of travelling by shatbdi express train were :
There is 1 respondent who travel daily.
There are 2 respondents who travel weekly
There are 15 respondents who travel monthly
There are 24 respondents who travel once in 3 months.
There are 28 respondents who travel once in 6 months
There are 20 respondents who travel once in a year.

Factor analysis
Factor analysis is a statistical tool to explore the structure of the perceived service
quality. The identified dimensions (factors) define broader areas for planning and
action. The general purpose is to find a way to summarize the information contained in
a number of composite dimensions. Principal component analysis with VARIMAX
rotation..
Principle components analysis was used because the primary purpose was to
identify and compute composite coping scores for the factors underlying the short
version of the Attributes service quality.

• SPSS software was used to ensure the unbiasness and reliability of the research therefore the data collected was unbiased and KMO value was found to be 69% data to be relevant use for the further
study on the topic. The ideal percentage of kmo is .5 or 50% but since the KMO is more than 50% therefore, data collected was said to be unbiased.
 • Extraction method reflects the applicability of the factors affecting the level of satisfaction towards Shatabdi express train and found that the factors have mixed kind of effect, the factors
like cleanliness of train, value for money, comfort level of train and the reservation systems are the amongst the highest demanded and important factor which shatabdi train needs to
improve on to increase the satisfaction level of passengers.
• The association of different factors among each other was found through the extraction method and it was found that there were 7 variables which were associated with each other and their overall
accepted percentage 66.83 % which is more than the accepted value to conduct the further
• The eigenvalues for those factors were 4.5, 1.989, 1.691,1.59, 1.27, 1.20, 1.081. All factors have reliability (cronbach’s alpha) greater than 66.83%.
• Factor associations or loading found to be 7 factors like safety in train, cleanliness in the train, staff behavior, speed , seat availability , quality of food and comfort level.

CONCLUSION:
From the above research on the topic passenger satisfaction towards shatabdi epress train in jalandhar, it can be concluded that Shatabdi train is known for its speed , services and facilities provided by it
are good but to compete with the low airlines it is very important to increase the frequency of the train and very necessary for the staff to be trained moe to give a high class service to the passengers. The
competitive edge which shatabdi train is having that it is priced reasonable but still to attract more passengers it is required to make the train more comfortable especially for childen, ladies and senior citien.
The safety in the train is also required to be prompt and efficient .
Overall shatabdi Express train is satisfactory but with the improvement in the above mentioned factors it can give a strong compettion to low cost airlines also.

Practical recommendation
In order to improve passengers towards Shatabdi Express Train, Indian Railwqays have to improve service quality in Trains. The service attributes could be improved as single
attributes or as the factor.
1. The functional factor has a strong influence on customer satisfaction. Indian Railways could start to pay attention to increase the frequency of train due to high number of travel
demand especially in peak
Hour.
2. When service quality is analyzed at an attribute level it is revealed that on board security is very important. One way to increase on board security is to limit the opportunity for
pickpockets and other criminal activities onboard the buses. There are several possibilities: add security personal and install surveillance tools.

LIMITATIONS:
• The research was conducted in limited area i.e only in Jalandhar city.
• Research was conducted on only 100 respondets who travel by shatabdi express train.

FUTURE RESEARCH:
• The result of this study demonstrated that there is other factors that customersatisfaction judgment. In future research, it is important to investigate such other factors. In-
depth interviews and brain storming that involving higher number respondent could help to create more relevant customer satisfaction measurement.
• Recruiting higher number of respondent will be more suitable to conduct a local analysis.

References:

• Andaleeb, S. S.,1988, Determinants of customer satisfaction with hospitals. A managerial model. International Journal of Health Care Quality Assurance 11(6): 181-187.

• Oliver, R.L.(1997).Satisfaction: A behavioural Perspective on the customer. New York.

• http;//www.emeraldinsight.com/search.htm?
st=indianrailways&fdl=all&mm/=all&bl2=and&fd2=all&mm2=all&lb13=and&st=1990&ye=2010&ec=1&ye=2010&ec=1&bf=1&search=search&cd=ac&ct=jnl.

• http;//www.emeraldinsight.com/search.htm?st=indianrailways&fdl=all&mm/=jnl.

• http;//www.emeraldinsight.com/search.htm?st=airlines&ct=jn;&go=Go.

• http;//www.emeraldinsight.com/journals.htm?st=0965-3562&volume=15&issue=2&articleid=1550542&show=html

• http;//www.emeraldinsight.com/search.htm?st=airlines&ct=jn&nolog=663655&page=2

• http;//www.emeraldinsight.com/search.htm?st=train+service+in+india&ct=all.
 • http;//www.en.obulo.com/a-study-on-the-indian-railway=64838.html

• http;//www.ipublishing.co.in/ajmruol1no1/EIJMRS1031/.pdf.

• http;//www.nctr.usf.edu/ipt/pdf/JPT13-1Geetika.pdf.

ANNEXURE:

Frequency Table

Statistics

GENDER

N Valid 100

Missing 0

GENDER

Cumulative
Frequency Percent Valid Percent Percent

Valid MALE 71 71.0 71.0 71.0

FEMALE 29 29.0 29.0 100.0

Total 100 100.0 100.0

 Statistics

AGE

N Valid 100

Missing 0

AGE

Cumulative
Frequency Percent Valid Percent Percent

Valid LESS THAN 15 YEARS 3 3.0 3.0 3.0

15-24 53 53.0 53.0 56.0

25-34 27 27.0 27.0 83.0

34-45 13 13.0 13.0 96.0

5 4 4.0 4.0 100.0

Total 100 100.0 100.0

 Statistics

HOW
FREQUENTLY
YOU TRAVEL
BY SHATABDI EDUCATIONAL
EXPRESS QUALIFICATIO MONTHLY
TRAIN? OCCUPATION NAL INCOME

N Valid 100 100 100 100

Missing 0 0 0 0

HOW FREQUENTLY YOU TRAVEL BY SHATABDI EXPRESS TRAIN?

Cumulative
Frequency Percent Valid Percent Percent

Valid 10 10.0 10.0 10.0

DAILY 1 1.0 1.0 11.0

WEEKLY 2 2.0 2.0 13.0

MONTHLY 15 15.0 15.0 28.0

ONCE IN 3 MONTHS 24 24.0 24.0 52.0

ONCE IN 6 MONTHS 28 28.0 28.0 80.0

ONCE IN A YEAR 20 20.0 20.0 100.0

Total 100 100.0 100.0

 OCCUPATION

Frequenc Valid Cumulative

y Percent Percent Percent

Valid STUDENT 34 34.0 34.0 34.0

HOUSEWI
13 13.0 13.0 47.0
FE

EMPLOYE
34 34.0 34.0 81.0
D

BUSINESS 19 19.0 19.0 100.0

Total 100 100.0 100.0

 EDUCATIONAL QUALIFICATIONAL

Cumulative
Frequency Percent Valid Percent Percent

Valid MATRIC 4 4.0 4.0 4.0

12TH 3 3.0 3.0 7.0

UNDER GRADUATE 9 9.0 9.0 16.0

GRADUATE 33 33.0 33.0 49.0

POST GRADUATE 51 51.0 51.0 100.0

Total 100 100.0 100.0

MONTHLY INCOME

Cumulative
Frequency Percent Valid Percent Percent

Valid 2 2.0 2.0 2.0

LESS THAN 10000 29 29.0 29.0 31.0

10000-20000 21 21.0 21.0 52.0

20000-30000 21 21.0 21.0 73.0

MORE THAN 30000 27 27.0 27.0 100.0

Total 100 100.0 100.0

 Communalities

Initial Extraction

behaviour 1.000 .714

availability 1.000 .623

taste 1.000 .644

variety 1.000 .605

hygiene 1.000 .619

serving 1.000 .590

trainfrequency 1.000 .613

punctuality 1.000 .666

special 1.000 .689

counter 1.000 .739

tatkal 1.000 .713

eticket 1.000 .798

reservation 1.000 .611

platform 1.000 .768

cleanliness 1.000 .779

comfort 1.000 .726

safety 1.000 .536

speed 1.000 .636

value 1.000 .731

stoppage 1.000 .565

Extraction Method: Principal Component

 Total Variance Explained

Compon Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings

ent Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative %

1 4.540 22.701 22.701 4.540 22.701 22.701 2.503 12.516 12.516

2 1.989 9.947 32.648 1.989 9.947 32.648 2.389 11.944 24.459

3 1.691 8.457 41.105 1.691 8.457 41.105 2.337 11.683 36.142

4 1.592 7.959 49.064 1.592 7.959 49.064 1.902 9.510 45.652

5 1.271 6.354 55.418 1.271 6.354 55.418 1.463 7.316 52.968

6 1.202 6.010 61.429 1.202 6.010 61.429 1.393 6.966 59.935

7 1.081 5.403 66.831 1.081 5.403 66.831 1.379 6.896 66.831

8 .917 4.586 71.417

9 .867 4.336 75.753

10 .755 3.777 79.530

11 .661 3.305 82.834

12 .620 3.099 85.934

13 .506 2.532 88.466

14 .453 2.263 90.729

15 .402 2.011 92.740

16 .358 1.788 94.528

17 .339 1.697 96.225

18 .277 1.384 97.609

19 .265 1.324 98.933

20 .213 1.067 100.000

Extraction Method: Principal Component Analysis.

 Total Variance Explained

Compon Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings

ent Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative %

1 4.540 22.701 22.701 4.540 22.701 22.701 2.503 12.516 12.516

2 1.989 9.947 32.648 1.989 9.947 32.648 2.389 11.944 24.459

3 1.691 8.457 41.105 1.691 8.457 41.105 2.337 11.683 36.142

4 1.592 7.959 49.064 1.592 7.959 49.064 1.902 9.510 45.652

5 1.271 6.354 55.418 1.271 6.354 55.418 1.463 7.316 52.968

6 1.202 6.010 61.429 1.202 6.010 61.429 1.393 6.966 59.935

7 1.081 5.403 66.831 1.081 5.403 66.831 1.379 6.896 66.831

8 .917 4.586 71.417

9 .867 4.336 75.753

10 .755 3.777 79.530

11 .661 3.305 82.834

12 .620 3.099 85.934

13 .506 2.532 88.466

14 .453 2.263 90.729

15 .402 2.011 92.740

16 .358 1.788 94.528

17 .339 1.697 96.225

18 .277 1.384 97.609

19 .265 1.324 98.933

20 .213 1.067 100.000

Extraction Method: Principal Component Analysis.

 Component Matrixa

Component

1 2 3 4 5 6 7

Behaviour .493 .127 .638 -.174 .095 -.089 .004

Availability .511 -.079 .513 .157 -.186 -.116 .141

Taste .656 -.147 .376 .005 -.168 -.023 -.147

Variety .454 .049 .448 .187 -.338 .216 .011

Hygiene .327 -.145 -.070 -.146 -.594 -.036 .332

Serving .416 .274 -.231 .447 -.173 .169 .174

Trainfrequency .380 .259 .124 -.576 .182 .146 -.024

Punctuality .366 -.040 -.143 .238 .041 .549 -.388

Special .507 -.254 -.108 -.375 .238 .381 -.116

Counter .577 -.396 .176 -.098 .442 -.039 .110

Tatkal .360 -.295 -.232 .173 .143 .398 .484

Eticket .211 .570 .155 .177 .470 .021 .390

Reservation .256 -.358 .053 .434 .107 -.061 -.460

Platform .521 -.586 -.256 -.174 .063 -.229 .031

Cleanliness .587 -.002 -.344 -.014 .078 -.557 -.011

Comfort .727 .197 -.311 .102 .090 -.203 .044

Safety .615 -.061 -.272 .230 -.162 .004 .037

Speed .395 .602 -.106 .242 .138 -.022 -.167

Value .334 .307 -.295 -.559 -.280 .213 -.041

Stoppage .472 .418 -.094 -.167 -.138 -.147 -.300

Extraction Method: Principal Component Analysis.

a. 7 components extracted.
 Rotated Component Matrixa

Component

1 2 3 4 5 6 7

behaviour .756 .076 .064 .269 -.115 -.062 -.206

availability .754 .132 .097 -.093 -.031 .065 .121

taste .691 .265 .050 .132 .248 -.025 .121

variety .670 -.153 .170 .014 .203 .063 .244

hygiene .230 .157 -.023 .091 -.136 .123 .706

serving .083 .009 .641 -.106 .168 .230 .283

trainfrequency .212 .066 .067 .730 -.088 .005 -.136

punctuality .052 -.056 .229 .153 .743 .179 -.007

special .111 .285 -.112 .573 .367 .342 -.065

counter .404 .532 -.096 .162 .087 .403 -.295

tatkal .018 .154 .123 .013 .121 .798 .148

eticket .163 -.123 .612 .091 -.357 .266 -.418

reservation .196 .303 -.007 -.342 .573 -.075 -.170

platform .091 .779 -.209 .094 .143 .230 .161

cleanliness .042 .792 .344 .057 -.082 -.119 .084

comfort .129 .554 .593 .178 .068 .078 .091

safety .157 .396 .383 .004 .265 .185 .322

speed .080 .033 .739 .138 .116 -.162 -.151

value -.086 .035 .168 .730 .020 -.085 .392

stoppage .155 .208 .422 .389 .102 -.382 .112

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

a. Rotation converged in 11 iterations.

 Component Transformation Matrix

Compo
nent 1 2 3 4 5 6 7

1 .538 .543 .424 .333 .250 .198 .150

2 -.056 -.408 .733 .289 -.284 -.344 -.105

3 .819 -.361 -.263 -.083 -.153 -.120 -.292

4 .075 -.099 .449 -.817 .303 .142 -.055

5 -.163 .210 .065 .095 -.039 .305 -.906

6 -.041 -.593 -.015 .335 .507 .523 .058

7 .049 -.046 .092 -.097 -.695 .664 .230

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

QUESTIONNAIRE

Respected Sir/Madam,

I am Pursuing MBA from Lovely Professional University. In course curriculum I am doing a Research study on “Emperical study on passenger’s satisfaction towards Shatabdi Express in
Jalandhar.” .I would appreciate if you could kindly spend few minutes of your valuable time and help us filling this Questionnaire. The data collected through this survey is purely for the academic
purpose not personal use.

Questionnaire:

1. Do you travel by Shatabdi Express Train?

YES NO

If NO, then refer to section ‘B’. If yes then proceed further.

2. How frequently do you travel by Shatabdi Express Train?

Daily Weekly Monthly

Once in 3 months Once in 6 months Once in a year

Rate the following factor on a scale of 1-5 (1= Highly Satisfied, 2= Satisfied, 3= neither satisfied nor dissatisfied, 4= dissatisfied, 5= highly dissatisfied ).

1 2 3 4 5

1) SERVICE:

Behaviour of Staff

Availability of food

Taste of food

Variety of food

Hygiene condition of food

Food serving time

Frequency of train

Punctuality of train

Special services to special class people like children, ladies, senior

citizen

1 2 3 4 5

2) FACILITIES:

Ticket availability at counter

Tatkal ticket

E- ticket facility

Reservation for special category: children, ladies, senior citizen

Cleanliness at Platform

Cleanliness of train

Comfort level

Safety in train

Speed of the the Train

Value for Money

Number of stoppages

Q.5 Please tick the reason of preferring other train or transport facility other than Shatabdi Express Train:
 • Expensive

• Timings not suiting your plan

• Unavailability of stoppage to your destinations

• Hardly travel

DEMOGRAPHIC PROFILE :-

Name: _______________________________________________

Gender: Male Female

Age: Less than 15 years 15 - 24 25 - 34 34-45 above 45

Occupation: Student Housewife employed Business

Educational Qualification: Matric 12th Under Graduate Graduate

Post Graduate

Monthly income : Less than 10000

10000 - 20000

20000 - 30000

more than 30000

THANK YOU