A Study On Passengers Perception Towards IRCTC Services In Coimbatore Junction

Abstract

The study endeavours to investigate the perceptions of passengers regarding the services provided by the Indian Railway Catering and Tourism Corporation (IRCTC) at Coimbatore Junction, a bustling railway hub in southern India. In an era characterized by increasing reliance on rail transport and digital technology, understanding passenger sentiments towards IRCTC’s offerings is paramount for enhancing service quality and customer satisfaction. The study adopts descriptive research method approach, comprising both quantitative surveys and qualitative interviews, to capture a nuanced understanding of passengers’ perspectives. Through the survey instrument, data will be collected on various aspects such as booking experience, onboard amenities, ticketing processes, cleanliness, and overall satisfaction levels. Additionally, qualitative interviews will provide deeper insights into the underlying reasons behind passengers’ perceptions, allowing for a more thorough exploration of their experiences and preferences. By examining passengers’ perceptions towards IRCTC services, this study seeks to identify key areas of improvement and opportunities for enhancement. Findings from the research are expected to offer actionable insights for IRCTC and railway authorities to optimize service delivery, streamline operations, and foster positive passenger experiences. Moreover, the study contributes to the broader literature on transportation management and customer satisfaction within the railway sector. Ultimately, the research aims to contribute towards the overarching goal of providing a seamless and enjoyable travel experience for passengers utilizing the facilities and services offered by IRCTC at Coimbatore Junction and beyond.