Mr Project by Dilip

8/8/2019 Mr Project by Dilip

1/31

MARKETING RESEARSCH PROJECTREPORT

ON

IS RAILWAY COMPETENT TO SATISFY PUBLIC

EXPETATION

Submitted in Partial Fulfillment of the Requirement for Post

Graduate Diploma in Business Management.

UNDER THE GUIDANCE OF Mr. SANTOSH KUMAR

ENR.NO. 14048

PGDBM(MM),

14th BATCH

SUBMITTED TO SUBMITTED BY

Dr. D.K Garg Dilip kumarChairman ENR.No.:- 15043

IIMT, Greater Noida PGDBM


2/31

MARKETING RESEARCH PROJECT

PREFACE

It is going without saying that practice makes a man perfect, the

present study has two prolong objectives. One to observe and I

here by seeing and doing as well as implementation of different

marketing principles and policies in the actual job situation which

investing at or could learn by under Going practical training duringthe course of Post graduate diploma in business management.

The other objectives connects with the regularity provision of

course of Post graduate diploma in business management at Ishan

institute of management & technology, Greater noida , which

requires to prepare a marketing research project report on the

topic which is provided by the management of our institute.I have been given the topic Is Railway competent to satisfy

publicexpectation. I have tried to put our best efforts by using itto complete this task on the basis of skill achieved during studies

at various places.

Market Research is indeed an ancient art. Its emergence is of

relatively recent origin for success of any business and within this

relatively short period, it has joined a great deal of importance and

stature.

I have put our maximum effort to gain the accurate data. If anyerror or mistake is found in collecting data kindly ignore.

DILIP KUMAR

ENR.No:- 15043

ISHAN INSTITUTE OF MANAGEMENT AND TECHNOLOGY 2


3/31




4/31


ACKNOWLEDGEMENT

I take the opportunity to express our gratitude to all of them, whoin some or the other way helped us to accomplish this project. The

research study cant be completed without their guidance,

assistance inspiration and co-operation.

I particularly express my deep sense of gratitude toDr.D.K Garg

(Chairman) who has given me such a golden opportunity to

complete this project.

I also take this opportunity to express our sincere gratitude to my

guideMr.Santosh kumarforhis guidance in getting my project

completed.

I also take this opportunity to express our sincere gratitude to my

all respondents who has given their precious time during the

survey even they dont know me.

It would be unfair if I fell to recognize the co-operation and

encouragement of my parents and my elder brother who always

encouraged me to complete this project sincerely.

Place:-Greater Noida Dilip kumar

Date:- ENR. No-15043



5/31


DECLARATION

Market research project TitledIs Railway competent to satisfy

public expectationhas been completed by,Mr. Abhishek

Kumar,ENR NO.-15043 under the guidance ofMr. Santosh

kumar, ENR NO:-14048, PGDBM(MM).

It is the original project and the respondents are original and Ihave followed all the guidance of the institution.

It is further subjected that the questionnaire has been filled by the

respondent in my presence only.

The compilation of all information and data are accurate. If it is

found that anything is wrong or any respondent is false theninstitution can take legal action against me and the guide.

Dilip kumarENR. NO.:-15043



6/31


TABLE OF CONTENTS

RESEARCH OBJECTIVE

RESEARCH METHODOLOGY .....

SYNOPSIS .

RESPONDENT INFORMATION ..

RESPONDENT SHEET .

RESPONDENT SUMMARY

GRAPHICAL INTERPRETATION.

LIMITATION .

PERSONAL EXPERIENCE



7/31


RESEARCH OBJECTIVE

Objective

To study about the passengers satisfaction towards the

Indian railway services.

To study about the passengers choices and which type

of services exactly they want from the Indian railway.

To study about the passengerss view regarding the

awareness of Indian railway services.

To study about the improvement which can be possible

in the Indian railway services?

To study about the passengerss perception regarding

the future of Indian railway.

Passengers views regarding the role of Indian railway in

the development of our country.



8/31


RESEARCH METHDOLOGY

MARKETING RESEARCH

Marketing Research is the function which links the consumer, customer and

public to the marketer through information. Information used to identity and

define marketing opportunities and problems generate, refine evaluate

marketing actions, monitor marketing performances, and improve

understanding of marketing as a process.

RESEARCH DESIGN

Despite the difficulty of establishing and entirely satisfactory

classification system, it is helpful to classify marketing research projects on

the basis of the fundamental objectives of the research, consideration of the

different types, their applicability, their strength and weakness will help the

researcher to select the best suited specific problem.

The two general types of research are:-

1. Exploratory Research Design2. Conclusive Research Design

Exploratory Research:-

In well established fields of study, hypothesis usually is drawn from

ideas developed or glimpsed in previous research studies or is derived from

theory.

Research could be then used to determine if the hypothesis was

correct. Too little is known, however, about consumer reaction to marketingstimulate to permit the formulation of sound hypothesis in many specific

situations. As a result, much marketing research is of exploratory in nature;

emphasis is places on finding hypothesis relative to new products or

marketing practices that can be changed profitably.



9/31


Conclusive Research:-

Conclusive Research provides information that helps the executives

make a rational decision. In some instances particularly if an experiment is

run, the research in many come close to specifying the precise alternative to

choose; in other case, especially with descriptive studies, the research will

only partially clarify the situation, and much will be left to executives

judgment.

Conclusive research studies can be classified as either descriptive or

experimental.

FACTORS EFFECTING RESEARCH DESIGN

EXPLORATORY:-

A) Search of Secondary Data

B) Survey of knowledgeable person

C)Case study

CONCLUSIVE:-

A) Descriptive Research

B) Case study

C)Statistical study

D)Experimentation



10/31


SYNOPSIS

Project Title: - Comparative study of passengersatisfaction towards the Indian railway.

Objective: - To study about the passengers satisfaction

towards the services which is provided by

Indian railway.

Researcher: - Dilip Kumar (BM-15053)

Research Guide: - Mr.Santosh kumar (PGDBM-MM-14048)

Project Duration : - 15 Days

Area of Research: - metro station(Sector 37), & New Delhi

railway station.

Sample Size: - 50

Methodology: - Random Sampling.

Sampling Tool: - Questionnaire.

Submitted To: - Dr. D.K. Garg(Chairman, IIMT, Greater Noida)



11/31


I (Dilip kumar) am students of PGDBM(15th Batch) of Ishan institute of management &technology, Greater Noida. As per the course curriculum I am conducting a Marketing Research on the

topic Is railway competent to satisfy public expectation.Kindly extend your co-operation in fillingup

this questionnaire and enable me to conduct the research successfully.

RESPONDENTS INFOR

DATE:.NAME:.....SEX:-AGE:-...

ADDRESS:-...............

OCCUPATION:-...CONTACTNO:-...............

SIGNATURE\

QUESTIONNAIRE1. Are you satisfied with the facilities that are provided by the Indian railwayservices?

a) Yes b) No c) Cant say

2. The fare charged by Indian railway for journey area) Enough b) High c) Cant say

3. Do you believe Indian railway is providing world class best service to thepassengers?


4. During the railway journey do you think that, you are safe?a) Yes b) No c) Cant say

5. Are you satisfied with reduction of days on Tatkal scheme ofreservation?


6. Who is the best railway minister in India in past years?a) Lalu prasad yadav b) Nitish kumar

c) Rambilas paswan d) Mamta banerjee

7. The food quality by the authorized dealers at platform isa) Good b) Very good c) Bad d) Average

8. The ticket cancelation charges taken by Indian railway isa) High b) Low c) Satisfactory d) No comments



12/31


9. Do you think that railway will give more satisfaction, if it will be privatized?


10. Do you think that the online reservation service is easiest way for booking abearth?


11. Are you satisfied with the help centre of the Indian railway?a) Yes b) No c) Cant say

12. Are you satisfied with the behavior of train ticket examiner (TTE) inside the trainduring the journey?


13. Do you think that the railway protection force (RPF) is able to solve the safety

problem of passengers?


14. Do you think that government should take more initiatives to upgrade thecoaches/compartments?

a) Yes b) No c) At few routes only d) Cant say

15. Do you think that the number of general coaches should be increased?


16. Are you happy with the cleaning situation of the stations?

a) Yes b) No C) Cant say d) No comments

Thanks a lot, for your precious time

Signature

-------------------



13/31


14/31


LIMITATION

1. As the project involved the marketing research using

questionnaires,

views expressed by the passengers of Indian railway are confined to

elements of questionnaire. But I tried to get more information

through general questions so that I could reach at the clear picture

of the situation.

2. Between the respondent and interviewer, due to differing perceptions,

communication errors in the form of miscomprehension, selective

perception creeps in. In this case, errors were unavoidable and thus

might have added to slight inaccuracy in my results.

3. When the respondent were interviewed regarding their feedback, it is

quite possible that the personal biases of people might have crept in.

4. All people are not alike. Thus the results may not hold true for every

individual.

5. In some instances respondents may not have revealed the truth.



15/31


PERSONAL EXPERIENCE

As I have got the opportunity to meet from different people

and to take their views on my MR Project titled IS RAILWAY

OMPETENT TO SATISFY PUBLIC EXPECTATION was

overall a good experience. Fortunately I met the passengers of

Indian railways who comes from the different part of our country

at Sector 37, Metro stations, & New Delhi railway station which

is situated in the heart of the capital of India. There were some

passengers who were thinking that what I am doing? And what is

the importance of this type of particular project? So I had decided

to explain every thing in effective manner then they are finally

ready to fill the questionnaire. Some of the people were interested

but due to lack of timing they were unable to fill the questionnaire.

There were some passengers who didnt understand English but

they were interested in filling the questionnaire, so I had to

explain him about every question in Hindi and they answered to

them. I also met from some passengers who very interestinglyfilled my questionnaire and appreciated my work. There were

some people who directly told me that ,I am not interested in these

type of things, some of the people were asking from me that how

much money you will get if I will fill your questionnaire, some of

the people were telling that what will be my benefit if I will fill

your questionnaire . These type of question was really a big threats

while research but finally I have done it. So finally I have learnt a

lot from this MR project and really it was a very good experiencefor me.

Signature

Dilip Kumar

ENR.No.- 15043



16/31


TITLE: - Comparative study of passengers satisfaction towardsIndian railway services.

Abhishek Kumar

ENR No.:-15053

Respondent summary (2010) QUESTIONNAIRE

1 Are you satisfied with the facilities that are provided by the Indian railway

services?a) Yes b) No c) Cant say

Many of the respondents (i.e 46% of the total respondents ) have said that we are

satisfied from the facilities which is providing by the Indian railway.

Many of the respondents (i.e 44% of the total respondents ) have said that we are not

satisfied from the facilities which is providing by the Indian railway.



17/31


Some of the respondents (i.e 10% of the total respondents ) have said that we cant sayany thing regarding the services which is providing by the Indian railway because they may

some time satisfied from the facilities and some time may not be .

2 The fare charged by Indian railway for journey are

a) Enough b) High c) Cant say

Most of the respondents (i.e. 72% of the total respondents ) have said that fare chargedby Indian railway for the journey is enough. It means passengers dont want increase in the fare

charges.

Many of the respondents (i.e. 24% of the total respondents) have said that fare chargedby Indian railway for the journey is high. It means many passenger wants that there should be

decrease in the fare charges.

Some of the respondents (i.e. 4% of the total respondents) have said that we cant sayanything related to the fare charges that it is enough or high.



18/31


3 Do you believe Indian railway is providing world class best service to the

passengers?

b) Yes b) No c) Cant say

Most of the respondents (i.e. 90% of the total respondents) have said that, No, I dont

think that Indian railway is providing world class best service to the passengers.

Some of the respondents (i.e. 6% of the total respondents) have said that, Yes I believe

that Indian railway is providing world class best service to the passengers. They might fell at the

time of their journey pleasure, so they were in the favour of Indian railway.

Some of the respondents (i.e. 4% of the total respondents) have said that, I cant say

anything that Indian railway is providing world class best service to the passengers or not.Because they may not know the facilities/services which is giving in foreign country , so they

were not sure that indian railway is providing world class best service to the passengers or not.



19/31


4 During the railway journey do you think that, you are safe?


Many of the respondents (i.e. 46% of the total respondents) have said that,

No, I dont think that we are safe during the journey. So many of thepassenger might thought that anything can happen at the time of journey.


I cant say anything that we are safe during the journey or not. They

thought that anything can happen at the time, when we reached ourdestination then only we think that we are safe or we are coming from a

happy journey.

Some of the respondents (i.e.20 % of the total respondents) have said that,

Yes, I think that we are safe during the journey. They might have faith onthe railway protection faith or they are brave in the nature.



20/31


5 Are you satisfied with reduction of days on Tatkal scheme of reservation?a) Yes b) No c) Cant say

Many of the respondents (i.e. 56% of the total respondents) have said that,Yes, I am satisfied with the reduction of days on Tatkal scheme of

reservation. They might think that 3 days are more days for the tatkal

reservation. So with the reduction in tatkal reservation many of thepassenger dont have any problem.


No, I am not satisfied with the reduction of days on tatkal scheme ofreservation. They might think that there should not change or reduce the

days.

Some of the respondents (i.e.6% of the total respondents) have said that, I

cant say anything related to tatkal scheme of reservation. They mightdont know about the tatkal scheme of reservation.



21/31


6 Who is the best railway minister in India in past years?

a) Lalu prasad yadav b) Nitish kumar

c) Rambilas paswan d) Mamta banerjee

Most of the respondents (i.e. 72% of the total respondents) have said that,

Lalu Prasad yadav is the best railway ministers in India in past years.They might inspired by the development in the railway and increase the

profit which is done by Lalu Prasad yadav. It may be possible that some

of the respondent are the supporter of Lalu Prasad yadav, thats why theyprefer him as a best railway minister in the past years.

Some of the respondents (i.e. 18% of the total respondents) have said that,

Nitish kumar is the best railway ministers in India in past years. It maybe possible that some of the respondent are the supporter of Nitish kumar,thats why they prefer him as a best railway minister in the past years.

Some of the respondents (i.e.only 4% of the total respondents) have said

that, Rambilash Paswan is the best railway ministers in India in past years.It may be possible that some of the respondent are the supporter of

Rambilash Paswan, thats why they prefer him as a best railway minister

in the past years.

Some of the respondents (i.e.only 6% of the total respondents) have said that,MamtaBanarjee is the best railway ministers in India in past years.



22/31


7 The food quality by the authorized dealers at platform is

a) Good b) Very good c) Bad d) Average

No any respondents have told that food quality by the authorised dealers at platform isvery good.

Only 10% of the total respondent told that food quality by the authorised dealers atplatform is good.

Many of the respondents (i.e. 44% of the total respondents) have said that,food quality bythe authorised dealers are bad.

Many of the respondents (i.e. 46% of the total respondents) have said that,food quality bythe authorised dealers are not bad but it is average.



23/31


8. The ticket cancelation charges taken by Indian railway is

a) High b) Low

c) Satisfactory d) No comments

Many of the respondents (i.e. 34% of the total respondents) have said that, The ticketcancelation charges taken by Indian railway is high. They want some decrease in charges at the

time of cancellations.

Only 2% of the respondents (i.e. 1 out of the total respondents) have said that, The ticket

cancelation charges taken by Indian railway is high. They want some decrease in charges at the

time of cancellations.

Many of the respondents (i.e. 52% of the total respondents) have said that, The ticket

cancelation charges taken by Indian railway is satisfactory.

Some of the respondents (i.e. 12% of the total respondents) have said that,

I dont want to comment anything regarding the cancellation charges.



24/31


9. Do you think that railway will give more satisfaction, if it will be privatized?


Many of the respondents (i.e. 44% of the total respondents) have said that, I think thatrailway will give more satisfaction, if it will be privatized.

Many of the respondents (i.e. 28% of the total respondents) have said that, railway willnot give more satisfaction , if it will be privatized.

Many of the respondents(i.e. 28% of the total respondents) have said that, I cant sayanything that either railway will give more satisfaction or not , think that railway will give more

satisfaction, if it will be privatized. They might not have any idea regarding the privatization ofrailway.



25/31


10 Do you think that the online reservation service is easiest way for booking aberth?


Most of the respondents( i.e. 88% of the total respondents) have said that, the online

reservation system is easiest way for booking a berth.

Some of the respondents (i.e. 10% of the total respondents) have said that the online

reservation system is not an easiest way for booking a berth. They might not have the knowledge

regarding the online reservation system thats why they responded as negative.

Very few of the respondents(i.e. 2% of the total respondents) have said that they cannot

say anything regarding the online reservation system. The reason might be that they are notaware about the online reservation system or they do not want to make any comment regarding

this.



26/31


11 Are you satisfied with the help centre of the Indian railway?


Some of the respondents (i.e.26% of the total respondent) replied that they are satisfied

with the help centre of the Indian railway.

Most of the respondents (i.e. 68% of the total respondents) replied that they are not

satisfied with the help centre of the Indian railways. The reason might be that they are notgetting the services whatever they expect from the Indian railways.

Very few of the respondents (i.e. 6% of the total respondents) replied as neutral. Means

they do not want to make any comment on the help centre of the Indian railways. They might be

those passengers who rarely have a journey of railways or they do not have faced any conditionfor taking the help from the help centre.



27/31


12 Are you satisfied with the behavior of train ticket examiner (TTE) inside the train

during the journey?


Most of the respondents (i.e. 50% of the total respondents) replied that they are satisfied

with the behavior of train ticket examiner (TTE) inside the train during the journey.

Many of the respondents (i.e. 40% of the total respondents) replied that they are notsatisfied with the behavior of train ticket examiner (TTE) inside the train during the journey.

They might have some problem from the train ticket examiner (TTE) inside the train during thejourney.

Some of the respondents (i.e. 10% of the total respondents) replied that they are cant

say anything regarding the behavior of train ticket examiner (TTE) inside the train during the

journey. They might not interacts more with the(TTE) or they rarely travel by the train.



28/31


13 Do you think that the railway protection force (RPF) is able to solve the safetyproblem of passengers?


Some of the respondents (i.e. 16% of the total respondents) replied that they think that

the railway protection force (RPF) is able to solve the safety problem of passengers.

Most of the respondents (i.e. 64% of the total respondents) replied that they think that therailway protection force (RPF) is not able to solve the safety problem of passengers. The

perception of passenger regarding the (RPF) is not good because of some criminal activities isstill going on inside the train even the railway protection force is present inside the train duringthe journey.

Some of the respondents (i.e. 20% of the total respondents) replied that they cant say

anything regarding the railway protection force that either they are able to solve the safety

problem of the passenger or not.

14. Do you think that government should take more initiatives to upgrade the

coaches/compartments?



29/31


a) Yes b) No

c) At few routes only d) Cant say

15. Do you think that the number of general coaches should be increased?



30/31





31/31


16. Are you happy with the cleaning situation of the stations?

a) Yes b) No

c) Cant say d) No comments

Mr Project by Dilip

Documents

Transcript of Mr Project by Dilip