SATISFACTION AND PROBLEMS OF PASSENGERS ON SERVICES PROVIDED BY SOUTHERN RAILWAY WITH SPECIAL REFERENCE TO MADURAI DIVISION, TAMIL NADU

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S. Sivadurga , Dr.V.Anandhavalli

Abstract

The main aim of the study is to know the Passenger’s satisfaction on the services provided by Southern Railway with reference to Madurai Division and identify the important problems faced by the passengers. The data for the study are randomly selected from 75 passengers in Madurai Division. Both primary and secondary data are utilized for the study. The present study is mainly based on primary data collected from the sample passengers. Structured questionnaire is used for collecting primary data. Since the passengers are widely scattered and the population was unknown, the study was conducted using the non-probability sampling technique of convenience sampling method. Descriptive research design has been used in this study to analyze the satisfaction of the passengers on the services provided by Southern Railway, Madurai Division. Secondary data for the study are collected from various sources such as research article, Government publication, websites, books journals, magazine and newspaper reports. The analysis of data is conducted using Garrett ranking, ‘t’ test and ANOVA test. It is concluded that only very few passengers are highly satisfied with the services provided by Southern Railway, Madurai Division. The major problems noticed from the study are lack of special facilities and proper claims system for passengers but it fails to provide adequate amenities for comfortable journey. The existing infrastructure is not enough with the growing requirements of passengers which will adversely affect the satisfaction of passengers. The government should have to give due importance for the development and technological advancement in Southern Railway, Madurai Division.

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