A Study of commuters Relationship Management in Indian Railways (With reference to rail services in Mumbai and Bhusawal divisions of Central

l Railways.) Questionnaire for Commuters A) General Information:

Name (optional): !ender $%e -ears : : Male"#emale &' to (& years )* to +, years (( to )* years above +,

.ccupation

/ervice Business .ther

0rofessional

1ualification

2ess than /./.C 3./.C 0ost !raduate

/./.C !raduate 0rofessional

#re4uency of 5ravel : 6aily .nce in a month .nce in a Wee7

5ravel Between :

Mulund to C/5 8ar9at to 5hane

8alyan to C/5

Class of 5ravel

: Class

:: Class

0hysical /tatus

: 3andicap

/enior Citi;en

5ravelin% 5ime

0ea7 hours

Non pea7 hours

/tatus

Railway <mployee

Non Railway <mployee

B)

ic!et Counter "acility# a) 5here are ade4uate tic7et counters at each station. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

b) 5he tic7et counters well maintained> clean and hy%ienic. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

c) 5he tic7et counter staff is well mannered and serves the commuters well. &) /tron%ly a%ree =) 6isa%ree () $%ree )) stron%ly disa%ree

d) 5he avera%e time ta7en to stand in 4ueue and %et the tic7et is. &) , * mins =) &, =, mins () * &, mins )) more than =, mins

e) 6urin% pea7 hours all the re4uired number of tic7et counters are open ? function properly. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

f) 5he public address system> informin% the arrival and departures of trains is audible at tic7et counter. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

%) 5here is no nuisance of the haw7ers at the tic7et counter. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

h) 5he are no stray animals found in and around tic7et counter.

&) /tron%ly a%ree =) 6isa%ree

() $%ree )) /tron%ly disa%ree

i) @May : 3elp -ou@ counter is available> functionin% and : am aware of it. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

9) 5he 4uality of printin% on the tic7et is le%ible (readable). &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

7) 5here are ade4uate functionin% fans available at the tic7et counter. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

C) $latform Amenities# a) 5he platforms are spacious to accommodate the commuters. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

b) 5here are ade4uate functionin% fans on the platform for the commuters. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

c) Clean drin7in% water facility is always available on the platform. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

d) 5he public address system provides ade4uate and proper information with re%ards to arrival and departure of trains ? is audible. &) /tron%ly a%ree () $%ree

=) 6isa%ree

)) /tron%ly disa%ree

e) $de4uate toilets for men and women are provided on each and every 0latform. &) /tron%ly a%ree =) 6isa%ree f) 5he toilets are well maintained> clean and hy%ienic. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree () $%ree )) /tron%ly disa%ree

%) 5here is ade4uate security and 0olice protection on 0latform. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

h) 5he female commuters are protected and feel secure from the eve teasers and mischievous people. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

i) Medical facilities are made available easily in case of re4uired medical attention. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

9) 5he canteen and refreshment facilities on the platforms are well maintained ? serve clean and hy%ienic food and bevera%es. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

7) 0orters are available as ? when re4uired and provide satisfactory service. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

l) $de4uate clean sittin% arran%ement is available on the platforms. &) /tron%ly a%ree () $%ree

=) 6isa%ree

)) /tron%ly disa%ree

C) Ser%ices and amenities in rains# a) 5rains run as per scheduleAtime table. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

b) 5he trains halt at the platform at the desi%nated place. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

c) 5he compartments in train are well maintained> clean and hy%ienic. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

d) 5here is enou%h space in compartments to accommodate all commuters. &) /tron%ly a%ree =) 6isa%ree e) 3aw7ers are nuisance in train and on platform. &) /tron%ly a%ree =) 6isa%ree f) 5he tic7et chec7er behaves in respectful manner. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree () $%ree )) /tron%ly disa%ree () $%ree )) /tron%ly disa%ree

%) 5he train halts for sufficient time to allow commuters board and ali%ht the train comfortably and safely. &) /tron%ly a%ree =) 6isa%ree h) 5here is sufficient illumination in trains. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree () $%ree )) /tron%ly disa%ree

i) 5here is proper ventilation in the trains. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

9) 5he window shutters are well maintained ? function properly. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

7) 5here is not lea7a%eA seepa%e of water inside the compartment in rainy season. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

l) 5he trains are not cancelled in between the 9ourney to the destination. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

m) 5here is a feelin% of security while travelin% in the trains. &) /tron%ly a%ree =) 6isa%ree n) 5here are $de4uate compartment for 2adies. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree () $%ree )) /tron%ly disa%ree

o) $de4uate facilities are provided for senior citi;en commuters. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

p) $de4uate facilities are provided for handicap commuters. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

&) 'ther facilities#

a) CBM coupon machines are functional at all stations and help reducin% the waitin% time in 4ueue for %ettin% the tic7et.

&) /tron%ly a%ree =) 6isa%ree

() $%ree )) /tron%ly disa%ree

b) /mart cards provide 4uic7 tic7et and is wor7able solution to reduce waitin% time in 4ueues of tic7et counter. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

c) : am aware of the availability of on line season tic7et facility and use it. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

d) 5he operation of e tic7etin% and e information is effectively mana%ed by Central Railways. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

e) : am aware of concessions to senior citi;ens> students> handicap and /ervicemenCs and they can avail the facility easily. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

() Complaint and Grie%ance handling# a) 5here are enou%h channels provided for receivin% customer complaints ? %rievances. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

b) 5he Complaints> !rievances ? feedbac7 are received and ac7nowled%ed by Railway authorities. &) /tron%ly a%ree =) 6isa%ree () $%ree )) /tron%ly disa%ree

c) 5he Complaints and !rievances are resolved within reasonable time ? to the satisfaction of commuters by Railway authorities.

&) /tron%ly a%ree =) 6isa%ree

() $%ree )) /tron%ly disa%ree