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