A Study On Problems Faced By The Passengers In Southern Railways With Special Reference To Chennai Railways Division

Abstract

The main aim of the study is to understand the Passenger satisfaction with the services provided by Southern Railway, with reference to Chennai Railway Division, and identify the significant problems faced by the passengers. The data for the study was randomly selected from 20 passengers in Chennai Division. Both primary and secondary data were utilized for the study. The present study is mainly based on primary data collected from the sample passengers. A structured questionnaire was 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. A descriptive research design was used in this study to analyze the passenger satisfaction with the services provided by Southern Railway, with reference to the Chennai Railway Division. Secondary data for the study were collected from various sources such as research article, government publication, websites, books, journals, magazine, and newspaper reports. The data analysis was conducted using Garrett ranking, the ‘t’ test and ANOVA test. It is concluded that only a very few passengers are highly satisfied with the services provided by Southern Railway, Chennai Railway Division. The major problems identified from the study include a lack of special facilities and a proper claims system for passengers, as well as inadequate amenities for comfortable journey. The existing infrastructure does not meet the growing requirements of passengers, which adversely affect their satisfaction. The government should give due importance to the development and technological advancement of Southern Railway, Chennai Railway Division.