final tatkal project
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CHAPTER - 1
INTRODUCTION
Rail transport is the transport of passengers and goods by means of vehicles
specially designed to run along railways or railroad and it introduced as early as 1853.
Rail transport is part of the logistic chain, which facilities the international trading and
economic growth in most countries. Rail transport is an energy-efficient and capital-
intensive means of mechanized land transport and is a component of logistics, Rails
which along with various engineered components are part of permanent way.
Railways remained an energy efficient mode of transport ideally suited for long
distance travel. The railways had always been ecologically safe much less pollution
atmosphere compared to aircrafts and motor vehicles. The railways have provide thetwin tasks of providing adequate transport for industrial sustenance and growth and
ensuring cheap and reliable transportation for the population. Of 236 countries and
dependencies, 143 have rail transport, of which 90 have passenger services.
India is the land of diverse culture and Indian railways plays a key role is not
only meeting the transport needs of the country, but also in binding together dispersed
areas and promoting national integration truly, Indian railways have emerged as the
sinews of the Indian economy and have reached out to bring together the great Indian
family.
India is the seventh largest country in terms of its geographical size. This
means there is a need for efficient means for long distance road network is very
poorly developed in most parts of India. It brings together people from the farthest
corners of the country and makes possible the conduct of business, sightseeing,
pilgrimage, and education. The Indian railways have been a great integrating force for
more than 150 years. It has bound the economic life of the country and helped in
accelerating the development of industry and agriculture. Indian railways have grown
into one of the largest railway network in the world. The network spread and
expanded rapidly and has become the principal mode of transport in the country. The
railways have modernized in terms of technology, ticketing, computerization and
overall management.
Indian railways have been the prime movers to the nation and have the
distinction of being one of the largest railway systems in the world under a single
management. Railways being the more energy efficient mode of transport are ideally
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suited for movement of bulk commodities and for a long distance travel. As compared
to road transport, the railways have a number of intrinsic advantages. Railways are
five to six times more energy efficient, four times more efficient in land use and
significantly superior from the standpoints or environments and safety. Indian
railways, therefore, rightly occupy pride of place in the growth and development of
the nation.
Railways, being the prime infrastructural sector of the country, need to expand
and develop to keep pace with the growth of Indian economy. The massive
investment needed for the development of Indian railway system has not been fully
available. The budgetary support to the railways has been increasing, but is far from
adequate and has not been keeping pace with the throw-forward. The sector must also
adjust to foreign trade expansion, demographic pressures and increasing urbanization,
technological change and obsolescence, energy availability and environmental and
public safety concerns.
The Indian system is managed through zones and operating divisions. There
are also six production units engaged in manufacturing rolling stock, wheels and axels
and other ancillary components to meet railway requirements.
TATKAL SYSTEM
Today railways is running in a fast mode. Traveling is been daily increasing
and also the usage of railways is growing day by day. For better and comfort traveling
reservation schemes were introduced from the past years. There are various
reservations schemes followed in railways. In that Tatkal reservation scheme plays a
major role. That Tatkal scheme can be booked two days in advance before traveling,
Tatkal booking is permitted to all class except first class a/c. Tatkal charge is addition
to normal fare, there is no concession for Tatkal scheme. Refund of 25% of total
charge on ticket cancellation with in 24 hrs and different Tatkal charges for peak
season and non peak season.
STATEMENT OF THE PROBLEM
The transportation industry today has to gone on the move, constantly in more
ways than one. It has to deal with increasing demands of customers and suppliers,
while simultaneously trying to optimize the entire business operation at minimum
cost. Transportation in India is a large and varied sector of the economy. The
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government plays a large regulatory and development role in roadways, civil aviation,
railroads etc.
The passenger now a days have more options to travel by road, rail, air etc.
despite the increasing comfort of road transport, reduced fair of airways, the
passenger traveling by train has not reduced but found on the increase. More and
more people started traveling by train both for short and long traveling and for that
government are also allocating funds for infrastructure development in railways.
Hence it will be worth to study the passengers attitude towards the services rendered
in Indian railways.
OBJECTIVE OF THE STUDY
To study the sources provided by railways in Tatkal scheme.
To study the awareness of passenger about services offered by
railways.
To study the pattern of usage of railway services by the passenger.
To study the passenger satisfaction towards Tatkal Reservation scheme
in railways.
To study the problems faced in Tatkal Reservation scheme in railways.
To provide suitable suggestions on the basis of the study.
METHODOLOGY USED IN THE STUDY
Methodology is a way to systematically solving the research problems by
analyzing the various research techniques along with the logic behind the problem.
1. DATA SOURCES
The primary data are collected from the passengers of railway service with the
help of structured questionnaire.
The secondary data has been collected by referring to articles, journals, books,
various project works and internet links.
2. AREA OF STUDY
Area of the study refers to Coimbatore city which was known as Manchester
of south India and also known for foundries, pumps and motor industries. It is also
become education and health care hub. The city is also expected to be blessed with
more number of software industries in the near future.
3. SAMPLE SIZE
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The sample of 100 respondents was chosen for the study.
4. SAMPLING DESIGN
For purpose of the study, convenient sampling method has been administered
among the passengers of railway services.
5. TOOLS USED IN THE STUDY
As the study is confined to the respondents of coimbatore district, this
research is applicable to coimbatore district. Data have been collected
using the questionnaire and therefore study is limited to the data
collected.
Time and cost are the factors which have limited the sample to 100.
IMPORTANCE THE STUDY:
Indian railways have been exploring innovating ideas in information of a
responsive commercial policy and in pricing of freight services to create opportunities
both for vibrant industrial sector and railways. In order to meet the challenges of
competing modes of transport and with a view to provide rail user optimally
competitive freight rates and fares, Railways have introduced several incentives
schemes for increasing passenger and freight traffic as well as generating additional
revenue for the railways. Tatkal is an innovative scheme introduced by Indian
railways for the benefit of passenger who travel on emergency. An attempt has been
made by the researcher to study on passenger satisfaction towards Tatkal scheme of
Indian railway reservation system.
LIMITATIONS
This research applicable to Coimbatore district only and therefore the
findings of this research cannot be extended to other areas.
Data have been collected using the questionnaire and there fore the study
is limited to the data collected.
Time and cost are the factors which have limited the sample to 100.
CHAPTER SCHEME
The project is arranged into the following five chapters.
Chapter I: INTRODUCTION
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This chapter presents introduction, statement of the problem, objectives of the
study, methodology used in the study and limitations.
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Chapter II: REVIEW OF LITERATURE
This chapter deals with review of previous studies conducted in this area or
related area to focus on the need of this study.
Chapter III: AN OVERVIEW ON TATKAL SCHEME OF INDIAN
RAILWAYS
This chapter presents an over view of Tatkal Reservation scheme of Indian
railways and their services to passengers.
Chapter IV: ANALYSIS AND INTERPRETATION
In this chapter, data are collected from the passengers were analyzed and
presented in different tables using statistical tool with suitable interpretation.
Chapter V: FINDINGS AND RECOMMENDATIONS
This chapter brings out the findings based on the tool used in the study. Also it
brings out the recommendations and conclusions which have been derived from the
results of the study.
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CHAPTER II
REVIEW OF LITERATURE
A literature review is a description of the literature relevant to a particular
field or topic. Literature covers every thing relevant that is written on a topic: books,
journals articles, news paper articles, historical records, government reports, thesis
and dissertations, etc. A literature review gives an overview of the field of enquiry. It
is a summary of previous research on a topic. In this chapter, a detailed review of
literature has been done adequately in order to reveal the significance of this study
and to find out the research gap. For this purpose previous studies relating to our core
area of the research have been reviewed.
Marx, Eric1
in his article about the track on the important in rail networks inEurope. It cites the advantage of the high-speed line from Brussels, Belgium to
Amsterdam, the Netherlands, which will open in 2008, in terms of travel times. It
provides information on the Rail team alliance, composed of high speed train
operators, which will be launched in 2009 with online reservation systems for
booking international train fares. It also discusses the benefits of the Rail team
alliance to passengers.
John spychalski 2 analyzed about progress, inconsistencies and neglect in the
social control of railway freight transport. The purpose of this study was to scrutinize
the principle objectives and features of the past 1975 thrust toward curtailment of
commission regulation of railway freight transport in relation to contemporary and
prospective cost and demand condition in freight transport markets, and criteria for
judging railway freight transport performance, and identify and evaluate needs and
means for the future control of economic behaviors in the railway freight sector. The
study revealed that since 1975, new patterns of competition stimulated by the
exemption of specific rail freight market from regulations have produced benefits
reflected by re-entry of rail service into market where it had all but ceased to be
valuable alternative to other department media and expansion of the geographic reach
and range of service and price options offered by individual rail carriers. The study
revealed that the intra model rail rate competition in car load and train load services
have accelerated concentration of the railway industry and reduced the number of
alternative rates available to shippers as well as shippers bargaining power.
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John Gabriel 3 and Suresh babu 4 under took a study about the passenger
reservation system in the Indian Railways. The objective of the study were to
determine the efficiency of passenger reservation services in the Indian railway
system and to examine whether the existing system of railway reservation is really
efficient in satisfying the needs of the traveling public, and whether any change or
alterations in the existing system could bring about the perceptible improvement of
the services. The study revealed that railway are setting up the computerized
reservation centers and have authorized out-agency bookings and hence all these
facilities reveal the efficiency of reservation services of the railways and the study
also revealed that the railway is the only organization providing maximum passenger
reservation services to the traveling public most efficiently and effectively.
Moshe Givoni 5 analyzed about development and impact of the modern high
speed train. The purpose of the study was to analyze the impacts of HST (high speed
trains) services. The main technical challenges in the development of commercial
HSTs were to develop a train and track that could maintain ability to stop safety,
avoid a shape increase in noise and vibration to areas adjacent to the line. The study
revealed that the modern HST is the best designed to substitute conditional railway
services on routes where much higher capacity is required and to reduce travel time,
further improving rail service also against other modes, therefore leading to mode
substitution. However the high investment in HST infrastructure could be justified
based on its economic development benefits since these are not certain. Finally, the
following definition for HST services was suggested high capacity and frequency
railway services achieving an average speed of over 200kph.
Coltman.T 6 running a successful business boils down to one single thing at the
end of the day- keeping your customers happy. Understanding customer becomes a
useful tool in gaining critical competitive advantage in this new paradigm. Thats
where passenger knowledge comes in.
Slaughter, Stanley 7 in his article about Ahead for ticket less trains on the
business travel world reports that looks at the technological developments in the
railway industry in Great Britain. Efforts by train operating companies to use
information technology to make ticketing quicker and attractive to business travels,
benefits of the online reservation system developed by thetrainline. comco.; advantage
of integrating technology into rail bookings.
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Coltman.T 6Agents discovering the full potential of POLAR online the article
published travel weekly the article focus on advantages of the POLAR online
reservation system to the cruise travel industry. It notes that travel agents can reach
HQ. Functional futures of the system include passenger information search through
member number or phone number and preferred destinations and sailings browsing by
cruise data and time. It adds that the system is easy to use with its built in online
trading.
Lesaint .D owusu.G, dorre.G. 8 The incretion sophistication of todays
customers poses certain challenges such as responsiveness, accuracy, predictability
and the reliability of services appointing to service providers in both private and
public sectors. Reservations management technology is rapidly evolving to address
these challenges. A reservation is an agreement between the customer and the
business on the commitment of business resources to meet customer demand. Prior to
reaching the agreement, both parties need to check their own policies and
availabilities to make sure such an agreement is fair, reflecting their respective and
mutual interests reservations management refers to a bunch of integral activities that
normally occur between customer and the business.
Corporation (DMRC) for their level of commitment and personal efficiency of
associates of DMRC and also to find out the relationship between commitment and
personal efficiency amongst the associates of DMRC. There is more sense of
responsibility amongst the executives and thet are ready to take up different kinds of
jobs. They have positive towards extra works and strong belief in their own
capabilities.
Jonathan cowie 11 and geoff Riddington 12 attempted to measure the efficiency
of European railways. The study examines the methods of assessing rail efficiency.
The result examines the methods of assessing rail efficiency. The result suggested that
the Danish railway is particularly efficient. Where as the British system is one of the
less efficient. The final conclusion is that efficiency on the railway is a product
primarily of good management.
Jasper Dekkers 13 and Piet Rietveld 14 in their study about electronic ticketing
in public transport in India the purpose of the study was to describe the innovative
aspects and customers expectations of the services offered in electronic ticketing in
public transport.
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Jasper Dekkers 13 and Peit Rietveld 14 the Noordned mobile ticketing services
M-Ticketing is an example of E-ticketing in India. People can order M-tickets through
internet or by calling a voice response system and receive their M-ticket on their
mobile phone through a short message service (SMS). The study revealed that the
consumers were satisfied with the service of M-ticket. The users found the M-Ticket
service if it costs 25 eurocents per cell. The share using the internet as a meaning to
order electronic ticket was about 30%. Thus the over all WTP (Willingness Top Pay)
of passengers for M-Ticket service must considered as low. An ordinary least squares
regression analysis of the WTP for real time travel information revealed that increases
with income and with the frequency of mobile phone use.
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REFERENCES
1. Mark, Eric travel weekly; 2/11/2008, vol.67 issue 6, p26-28, 3p, 3 maps.
2. John c Spychalski- progress, inconsistencies & Neglect in the social control
of Railway Freight Transport- journal of economic issues, vol.xvii, No.2,
June 1983pp 433-441.
3. John Gabriel and Suresh Babu. M- Passenger Reservation System in the
Indian Railways- The journal of institute of public enterprise, vol.28, No. 1 &
2 Jan-Mar, Apr-Jun-2005, pp 77-84.
4. Moshe Givoni Development and impact of the modern high speed train. A
Review. - Transport Revives. Vol.26, Nos 5, Sep 2006, pp 593-611.
5. Coltman.T, why build a customer relationship management capability?Journal of strategic information systems 16 (2007): 3-27.
6. Slaughter, Stanley Business Travel World; Jul 2005, p21-22, 2p,2 color.
7. D.Lesaint G .owusu, R.dorre The Increction Sophtication of todays
customersReservations management and resources ECM interchangeability
DOL 10.1007-3-540-755-04-3 Springer 2008.
8. Anu Singh Lather and Sangeet Mohan Delhi Metro Rail Corporation
(DMRC) The Journal of Business Prospective Vol.2 No 3 & 4, July-Dec
2007, pp 103-113.
9. Jonathan Cowie and Geoff Riddington- Measuring the efficiency of
European Railways applied Economics, Vol.28 pp 1027-1035.
10. Jasper Dekkers and Piet Rietveld Electronic Ticketing in public Transport
A field study in rural Area Journal of intelligent Transportation System.
Vol 11, No.2, 2007 pp 69-78.
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CHAPTER III
AN OVER VIEW ON TATKAL SCHEME OF INDIAN
RAILWAYS
The Indian railways, is one of the worlds largest Rail networks, has been a
key component of Indias transport sector for 154 years. It is also the worlds largest
employer with 1.4 million employees. Indian railway compromises two basic
customer segments- freight and passenger. While the freight segment accounts for two
third of revenues, the rest comes from passenger traffic. Within the freight segment,
bulk traffic accounts for nearly 95 percent, of which more than 44 percent is
contributed by coal. Indian railways run more than 1700 trains daily, of which about
18 million passengers every day.
Indian railways have been exploring innovating ideas in information of a
responsive commercial policy and in pricing of freight services to create opportunities
both for vibrant industrial sector and railways. In order to meet the challenges of
competing modes of transport and with a view to provide rail user optimally
competitive freight rates and fares, Railways have introduced several incentives
schemes for increasing passenger and freight traffic as well as generating additional
revenue for the railways.Indian Railway network is spread over 81,511 Km covering 6,896 stations.
Operating on three gauges broad gauge (1676 mm) meter gauge (1000 mm) and
narrow gauge (762 and 610 mm), trains in India carry more than 12 million
passengers and more than a million tons of freight everyday during the year 2006-
2007. Broad gauge although forming 64.5 percent of freight output and 89.6 per cent
of the passenger output 2006-2007. Almost all the double/multiple track sections and
electrified routes the on broad gauge. 14,579 route kms constituting over 19.5 percent
of the total network and 30 per cent of broad gauge network of Indian Railway is
electrified. This carries approximately. 41 percent of the passenger traffic and 52
percent of the freight traffic on Indian Railways.
Indian Railways has nearly 1,21,699 bridges of which 10799 are major
bridges. In 2006-2007, 384 bridges were rebuilt or rehabilitated and 270 strengthened
or re-girder. The transport effort is sustained through the use of 7429 lo motives,
253,186 wagons and 40,775 coaching vehicles. 1,56,846 telephone exchange lines,
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18,445 long haul Kms., 1,730 optical fiber communication route Kms and over
8,54,613 trunk tele channels Kms distinguishes Indian Railway telecom network.
Indian Railway system has developed a capacity to carry 441,58 million tons
of originating revenue earning traffic which in terms of transport output is 284.27
billion NT Kms (net tone kilometers). During 2006-2007 the revenue earning freight
traffic moved by railways was 420.9 2006-2007 was 4411 million tons.
Indian Railways dates back to the British RAJ The idea of establishing rail
network in India was first mooted by the British authority in consideration of the huge
size of the country, mixed with political, strategic and economic expediencies. Britain
needed a fast and reliable transport system for troop movement (to counter armed
rebellion) and for exploitation of the vast resources of India.
Thus the first railways in the sub-continent came into being on 16 th April,
1853. It ran over a stretch of 21 miles from Bombay to Thane amidst the loud
applause of a vast multitude and the salute of 21 guns. Shortly after, the first
passenger train steamed out of Howrah station destined for Hooghly, a distance of 24
miles on 15th August 1854. Since then the Indian railways has not looked back and
made impressive strides in shouldering a major share of transportation needs in the
country. In a short period, the Indian Railways has earned the distinction of being the
largest railway network in the world. Operating on more than 1,07,000 track
kilometers, it carries more than 11 million passengers in a day and transport 40% of
the freight. It consists of 63,030 route kms, comprising of 44,780 kms or broad gauge,
14990 kms of meter gauge and 3,260 kms of narrow gauge. Electrified route kms is
14,856. There are 6853 stations and 15.45 lakhs employees. IR operates 11000 trains
daily of which 7500 are passenger trains.
Organizational Structure
The headquarters of the Indian Railways is in Delhi. Is a department of the
Government, being owned and controlled by the Government of India, via the
Ministry of Railways rather than a private company. As of 2009, the Railway
Ministry is currently headed by Mamata Banerjee, the Union Minister for Railways
and assisted by two junior Ministers of State for Railways. Indian Railways is
administered by the Railway Board, which has a financial commissioner, five
members and a chairman.
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Each of the sixteen zones, as well as the Kolkata Metro, is headed by a
General Manager (GM) who reports directly to the Railway Board. The zones are
further divided into divisions under the control of Divisional Railway Managers
(DRM). The divisional officers of engineering, mechanical, electrical, signal &
telecommunication, accounts, personnel, operating, commercial and safety branches
report to the respective Divisional Manager and are in charge of operation and
maintenance of assets. Further down the hierarchy tree are the Station Masters who
control individual stations and the train movement through the track territory under
their stations administration. In addition to the zones, the six production units (PUs)
are each headed by a General Manager (GM), who also reports directly to the Railway
Board. The Production Units are:
Chittaranjan Locomotive Works, Chittaranjan
Diesel Locomotive Works, Varanasi
Diesel-Loco Modernization Works, Patiala
Integral Coach Factory, Chennai
Rail Coach Factory, Kapurthala
Rail Wheel Factory, Bangalore
In addition to this the Central Organization for Railway Electrification
(CORE), Metro Railway, Calcutta and construction organization of NF Railway are
also headed by General Manager. CORE is located at Allahabad. This organization
undertakes electrification projects of Indian Railway and monitors the progress of
various electrification projects of Indian Railway and monitors the progress of various
electrification projects all over the country.
Apart from these zones and production units, a number of public Sector
Undertakings (PSU) are under the administrative control of the ministry of railways.
These PSU units are:
1. Dedicated Freight Corridor Corporation of India
2. Indian Railways Catering and Tourism Corporation
3. Konkan Railway Corporation
4. Indian Railway Finance Corporation
5. Mumbai Rail Vikas Corporation
6. Railtel Corporation of India-Telecommunication networks7. RITES Ltd.-Consulting Division of Indian Railways
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8. IRCON International Ltd.-Construction Division
9. Rail Vikas Nigam Limited
10. Container Corporation Limited
Centre for Railway Information Systems is an autonomous society under
Railway Board, which is responsible for developing the major software required by
Indian Railways for its operations.
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ORGANISATIONAL STRUCTURE CHART
16
Ministry of Railways
Minister of State for
Railways- MOS(R)
Minister of State for
Railways- MSR (D)
Chairman of Railway Board
Member
Electrical
Member
Staff
Member
EngineeringMember
Traffic
Financial
CommissionerMember
Mechanical
Admn.
Matters
Estt Matters
Secretary
Director-General RPFDirector-General Rly Health
Service
Zonal Railways New Zonal
RailwaysProduction
Unit
Other Units Public Sector
Undertakings
(PSUs)
Central
Eastern
Northern
North Eastern
Northeast
Frontier
Southern
South Central
South Eastern
Western
East Central
East Coast
North Central
North Western
South Western
West Central
Rilaspur Zone
[
Chittaranjan
Locomotive
Works
Diesel
Locomotive
Works
Integral Coach
Factory
Rail Coach
Factory
Wheel and Axle
Plant CAO (R)
NF Railway
(Construction)
Metro Railway
KolkataCentral
Organization for
Railway
Electrification
Director-General
RDSO
Railway Staff
College
CAO (R)
CentralOrganization for
Moderation of
Workshop
IRON
RITES
CRIS
CONCOR
IRFC
KRC
IRCTC
RCIL
MRVC
IRWO
General
Manager
GMs/ODSs General
Manager
General Managers
Minister of Railways
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TATKAL SCHEME
The introduction of 'Tatkal' Scheme by Indian Railways has been proved
beneficial for latecomers. 'Tatkal' is an emergency reservation scheme. The 'Tatkal'
scheme is applicable to more than 100 trains throughout India. Under this scheme,people can book their tickets just 2 days before the actual date of journey, excluding
the date of journey, w.e.f 01/08/2009. The booking for 'Tatkal' opens at 08:00 hrs IST
two days prior to the definite date of journey. For example, for train leaving on 6th,
Tatkal Booking will commence at 8 AMon4th.
TATKAL CHARGES.
The Tatkal Charges have been fixed as a percentage of fare at the rate of 10%
of basic fare for second class and 30% of basic fare for all other classes subject tominimum and maximum as given in the table below:
ClassesMinimum Tatkal charge
(in Rs)
Maximum Tatkal
charges
(in Rs)
Second(sitting) 10 15
Sleeper 75 150
A/C chair car 200 150A/C 3 Tier 20 300
A/C 2 tier 200 300
Executive 200 300
Things to be kept in mind before going for 'Tatkal Scheme'
'Tatkal' bookings are permitted in all classes except First class A/C.
Executive Class of Shatabadi Express trains now come under the purview
of Tatkal facility.
Tatkal tickets will be issued for actual distance of travel, instead of end-to-
end, subject to the distance restriction applicable to the train.
Identity proof is not required under 'Tatkal' scheme in any case.
One cannot opt for Ladies and General quota with 'Tatkal' quota.
One must check for 'Tatkal' quota in advance because for some trains/
class/ locations 'Tatkal' quota could not be available.
In 'Tatkal' booking, no concessions are allowed, not even to senior
citizens.
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The delivery time for 'Tatkal' tickets remains the same like normal tickets,
so it is recommended to book tickets considering the delivery time.
Change of name is not allowed on the bookings made under this scheme.
Reservation under this scheme would be offered till the time of charts
preparation.
On cancellation of ticket, one would receive an amount of 25% of total
fare charged on non-confirmed ticket (excluding Tatkal Charges). The
ticket can be cancelled up to 24 hrs before the scheduled time for the
departure of train. No refund would be granted on the confirmed 'Tatkal'
tickets, if cancelled within 24 hrs of the scheduled departure.
As announced by Hon'ble Minister of Railways while presenting Railway
Budget 2009-10 in the parliament on 03-07-2009, it has been decided to reduce Tatkal
Charges as given below:-
The Tatkal Charges have been fixed as a percentage of fare at the rate of 10% of
Basic fare for second class and 30% of basic fare for all other classes subject to
Minimum and maximum as given in the table below
Class of Travel
Minimum Tatkal
Charges
(In Rs.)
Maximum Tatkal
Charges
(In Rs.)
Second (sitting) 10.00 15.00
Sleeper 75.00 150.00
A/C Chair Car 75.00 150.00
A/C 3 Tier 200.00 300.00
A/C 2 Tier 200.00 300.00
Executive 200.00 300.00
The above charges will be levied uniformly both in peak period & non-
peak periods.
Tatkal tickets will be issued for actual distance of travel, instead of end-to-end,
subject to the distance restriction applicable to the train. The same Tatkal
berth/seat may be booked in multiple legs till preparation of charts. At the time of
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preparation of charts, unutilized portion may be released to the General
RAC/Waiting list passengers.
Tatkal facility will be introduced in Executive Class of Shatabadi Express trains
also, by earmarking 10% of the accommodation available i.e. 5 seats per coach.
Tatkal booking opens at 8 AM on Two days in advance actual date of journey
excluding date of journey w.e.f. of 01-08-2009, e.g. for train leaving on 6th,
Tatkal Booking will Commence at 8 AM on 4th.
No identity proof is required to be produced by the passenger seeking reservation
under Tatkal scheme neither at the time of booking nor during the journey.
The facility of change of name is not permitted on the bookings made under
Tatkal scheme.
For the purpose of granting refunds & issuing TDRs for W/L, the time limit will
be the same as applicable for refund of normal tickets.
REFUNDS
A flat refund of 25% of total fare charged on the ticket, excluding Tatkal charge is
granted on cancellation of Tatkal ticket, which is presented for cancellation upto
24 hours before the scheduled departure of the train. However, full refund of fare
and Tatkal charges will be granted on the tickets booked under Tatkal scheme in
the following circumstances:-
If the train is delayed by more than 3 hours at the journey originating point of the
passenger & not the boarding point if the passenger's journey originating point
and boarding point are different.
If the train is to run on a diverted route and passenger is not willing to travel
If the train is to run on diverted route and boarding station or the destination or
both the stations are not on the diverted route.
In case of non attachment of coach in which Tatkal accommodation has been
earmarked and the passenger has not been provided accommodation in the same
class
. If the party has been accommodated in lower class and does not want to travel.
In case the party travels in lower class, the passenger will be given refund of
difference of fare and also the difference of Tatkal charges, if any.
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CHAPTER- IV
ANALYSIS AND INTERPRETATIONS
TABLE- I
AGE OF THE RESPONDENTS
S.No Age No of Respondents Percentage
1. Less than 20 Years 2 2
2. 20-40 Years 55 55
3. 40-60 Years 23 23
5. Above 60 Years 20 20
Total 100 100
INFERENCE:
From the above table it is found that 55% of the respondents belong to the age
group of 20-40 years, 23% of the respondents belong to the age group of 40-60 years,
20% of the respondents belong to the age group above 60 years, 2% of the
respondents belong to the age group less than 20%.
It can be concluded that majority(55%) of the respondents belong to the
age group of 20 to 40 years.
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TABLE- II
GENDER OF THE RESPONDENTS
S.No Gender No of respondents Percentage1.
Male 60 60
2.Female 40 40
Total 100 100
INFERENCE
From the above table that out of the total respondents taken for study, 60% of
respondents are Male and 40% of them are Female,
It can be concluded that majority (60%) of the respondents are Male.
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TABLE- III
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
S.No Educational
Qualification
No of respondents Percentage
1. No formal education 0 0
2. Up to higher secondary 0 0
3. Graduate 40 40
4. Post Graduate 40 40
5. Professional 20 20
Total 100 100
INFERENCE
From the above table it is found that out of the respondents 42% are graduates
and 38% a re Post Graduate, 20% of the respondents are Professionals.
Itcould be observed that majority (40%) of the respondents are Graduate
and Post Graduate.
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TABLE-IV
OCCUPATIONAL STATUS OF THE RESPONDENTS
S.No Occupational status No of respondents Percentage1. Agriculture 0 0
2. Business 28 28
3. Employed 40 40
5. Professionals 4 4
6. Others 28 28
Total 100 100
INFERENCE
From the above table it is found that out of total respondents taken for the
study, 40% of the respondents are employed, 28% of the respondents do Business and
other 4% of the respondents are Professional.
It could be observed that majority (40%) of the respondents are
Employed.
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TABLE-V
MONTHLY INCOME OF THE RESPONDENTS
S.No Monthly Income level No of respondents Percentage
1. Below Rs.10000 3 32. Rs.10000 Rs.20000 46 46
3. Rs.20000-Rs.30000 30 30
4. Rs.30000 above 21 21
Total 100 100
INFERENCE
From the above table it is found that out of total respondents taken for the
study, 46% the respondents have income between Rs.10,000- Rs.20,000, 30% of the
respondents have income between Rs.20,000- Rs.30,000, 21% of the respondents
have income above Rs.30,000, and the remaining 3% of the respondents have income
below Rs.10,000.
It is concluded that majority (46%) of the respondents monthly income
range between Rs.10000 - Rs.20000.
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0
5
1015
20
25
30
35
40
45
50
Below
Rs.10000
Rs.10000
Rs.20000
Rs.20000-
Rs.30000
Rs.30000
above
No
.of.Respondent
EXHIBIT: 1
MONTHLY INCOME OF THE RESPONDENTS
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TABLE-VI
SOURCE OF AWARENESS TOWARDS TATKAL SCHEME
S.No Knowing Level No of Respondents Percentage
1 Online 20 20
2
Friends &
Relatives 60 60
3 Agents 20 20
4 Media 0 0
Total 100 100
INRERENCE
From the above table, it is clear that out of respondents taken for study, 60%
of the respondents came to know about Tatkal system through Friends & Relatives,
and 20% of them through Online & Agents.
It is concluded that the majority (60%) of the respondents came to know
about through Friends and Relatives.
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0
10
20
30
40
50
60
70
Online Friends &
Relatives
Agents Media
EXHIBIT: 2
KNOWLEDGE ABOUT TATKAL SCHEME
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TABLE-VII
FREQUENCY OF TRAVEL BY TRAIN
S.No Travel level No of respondents Percentage
1. Weekly 0 02. Monthly 20 20
3. Rarely 20 20
4. Occasionally 60 60
Total 100 100
INFERENCE
From the above table it is clear that out of total respondents taken for the
study, 60% of the respondents travel occasionally, 20% of the respondents travel
monthly and the remaining 20% travel rarely.
It is concluded thatmajority (60%) of the respondents travel occasionally
by train.
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0
10
20
30
40
50
60
70
Weekly Monthly Rarely Occasionally
EXHIBIT: 3
FREQUENCY OF TRAVEL BY TRAIN
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TABLE-VIII
PREFERENCE TOWARDS CLASS OF TRAVEL
S.No Class No of respondents Percentage
1. Three tier A/C 26 262. Two tier A/C 27 27
3. A/C Chair Car 23 23
4. Second class 24 24
Total 100 100
INFERENCE
From the above table it is clear that out of total respondents taken for the
study, 27% of the respondents prefer two tier A/c, 26% of the respondents prefer three
tier A/C, 24% of the respondents prefer to travel in second class. and the remaining
23% of the respondents prefer A/C chair car,
From the above table it is understood that majority (27%) of the
respondents prefer to travel by two tier A/C.
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Class To Travel
26
27
24
23
21
22
23
24
25
26
27
28
Three tier A/C Two tier A/C A/C Chair Car Second Class
Three tier A/C Two tier A/C A/C Chair Car Second Class
EXHIBIT: 4
PREFERENCE TOWARDS CLASS OF TRAVEL
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TABLE-IX
PURPOSE OF TRAVEL
S.No Purpose of travel No of respondents Percentage
1. Business 32 322. Official 64 64
3. Tours 4 4
Total 100 100
INFERENCE
From the above table it is clear that out of total respondents taken for the
study, 64% of the respondents travel for official purpose, 32% of the respondents
travel for Business purposes and remaining 4% of the respondents travel for tours.It can be concluded thatmajority (64%) of the respondents are traveling
for the purpose of Officials.
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0
10
20
30
40
50
60
70
Business Official Tours
EXHIBIT: 5
PURPOSE OF TRAVEL BY TRAIN
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TABLE- X
PERSONS ACCOMPANYING FOR TRAVEL
S.No Persons No of respondents Percentage
1. Family 16 162. Friends 20 20
3. Official/ Team mates 64 64
Total 100 100
INFERENCE
From the above table it is clear that out of total respondents taken for the
study, 64% of the respondents travel with official/ team mates, 20% of the
respondents travel with friends, and the remaining 16% of the respondents travel withfamily,
It can be concluded that majority (64%) of the respondents are
accompanied by official/ team mates.
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TABLE-XI
TYPE OF VISIT
S. NoType No of respondents Percentage
1. Planned visit 56 56
2.As per the requirements 32 32
3.Both 12 12
Total 100 100
INFERENCE
From the above table, It is clear that out of respondents taken for study, 56%
of them make planned visit, 32% of them make visit as per the requirements, 12% ofthem make both type of visits.
It can be concluded that majority (56%) of the respondents make
Planned Visit.
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TABLE-XII
TYPE OF RESERVATION METHOD
S.No Type of Reservation No of respondents Percentage
1.Book in advance 52 52
2.Book in TATKAL scheme 40 40
3.Both 8 8
Total 100 100
INFERENCE
From the above table, It is clear that out of respondents taken for study, 52%of them book in advance, 40% of them book in Tatkal scheme, and the remaining 8%
of them adopt both type of reservation system,
It can be concluded that majority (52%) of the respondents prefer to
Book in advance.
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EXHIBIT: 6
TYPE OF RESERVATION METHOD
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TABLE- XIII
FACTORS INFLUENCING TO TRAVEL BY RAILWAY
S.NoPrefer to travel Frequency Percentage
1. Status symbol 4 4
2. Safety 8 8
3. Comforts 48 48
4. Economical 32 32
5. Fast mode of transport 8 8
Total100 100
INFERNCE
From the above table, It is clear that out of respondents taken for study, 48%
of them prefer for comforts, 32% of them prefer for economical purpose, 8% of them
prefer for safety,8% of them prefer for fast mode of transport, and remaining 4% of
them prefer for status symbol,
It can be concluded that majority (48%) the respondents prefer due to
Comforts in travel by train.
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TABLE-XIV
RESERVATION OF TATKAL SCHEME
S.NoReserving Method Frequency Percentage
1.Online 47 47
2.At the Railway station 40 40
3.Agency 13 13
Total 100 100
INFERENCE
From the above table, it is clear that out of respondents taken for study, 47%
of them through online. 40% of them make reservation at the railway station, 13% of
respondents through agency.
It can be concluded that majority (47%) of the respondents prefer to
make reservation in online.
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Application of satatistical analysis
Chi-Square analysis
In this section the Chi-square analysis is between the personal factor of the
respondents and the factor relating to consumers attitude in preference of in TATKAL
Scheme. All the tests applied at 5% level of significance and the results are presented
with suitable hypothesis and relevant interpretation
The various aspects related to aspects related to TATKAL scheme.
Respondents Occupational status and purpose of travel.
Respondents Purpose of travel and income level.
Respondents type of reservations and educational qualification.
Respondents Class of travel and monthly income.
Respondents age and type of reservation.
The other factor consider for the analysis regarding the attitude are given
below:
A passenger satisfaction towards TATKAL scheme of Indian Railway
Reservation system
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HYPOTHISIS:
Occupational status has significant influence on respondents in purpose of
travel.
TABLE - XVI
Purpose of Travel Business Official Tours Total
Occupational Status
Agriculture - - - 0
Business 10 17 1 28
Employed 20 19 1 40
Professionals - 3 1 4
Others 2 25 1 28
Total 32 64 4 100
The calculated value of chi square = 21.24645
The table value of chi square = 15.5073
As the calculated value of the chi-square is greater tabulated value of chi
square at 5% level of significant. Hence the hypothesis is accepted (Significant)
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HYPOTHISIS:
There is no significant influence between respondents in income level and
purpose of travel
TABLE- XVII
Purpose of Travel Business Official Tour Total
Income Level
Below Rs.10000 1 1 1 3
Rs.10000 Rs.20000 13 31 2 46
Rs.20000-Rs.30000 12 17 1 30
Rs.30000 above 6 15 - 21
Total 32 64 4 100
The calculated value of chi square = 9.1770
The table value of chi square =12.5916
As the calculated value of the chi-square is less then the tabulated value of chi
square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)
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HYPOTHISIS:
There is no significant influence between respondents in educational
qualification and types of reservation
TABLE- XVIII
Types of Reservation Book in
Advance
Book in
TAKKAL
Scheme
Both Total
Educational Qualification
No formal education - - - 0
Up to higher secondary - - - 0
Graduate 24 14 2 40
Post Graduate 19 19 2 40
Professional 9 7 4 20
Total 52 40 8 100
The calculated value of chi square = 0.3808
The table value of chi square = 15.5073
As the calculated value of the chi-square is less then the tabulated value of chi
square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)
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HYPOTHISIS:
There is no significant influence between respondents in monthly income and
class of travel
TABLE-XIX
Class of Travel Three tier
A/C
Two tire
A/C
A/C Chair
Car
Second
class
Total
Monthly Income
Below Rs.10000 - 1 - 2 3
Rs.10000 Rs.20000 22 4 12 8 46
Rs.20000-Rs.30000 2 10 6 12 30
Rs.30000 above 2 12 5 2 21
Total 26 27 23 24 100
The calculated value of chi square = 3.08126
The table value of chi square =16.9190
As the calculated value of the chi-square is less then the tabulated value of chi
square at 5% level of significant. Hence the hypothesis is accepted (Non-significant)
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HYPOTHISIS:
There is significant influence between respondents in age and type of
reservation.
TABLE XX
Type of Reservation Three
tier A/C
Two tire
A/C
A/C Chair
Car
Second
class
Total
Age
Less than 20 Years 1 - 1 - 2
20-40 Years 13 22 12 8 55
40-60 Years 2 3 6 12 23
Above 60 Years 10 2 4 4 20
Total 26 27 23 24 100
The calculated value of chi square = 26.53317
The table value of chi square = 16.9190
As the calculated value of the chi-square is Greater then the tabulated value of
chi square at 5% level of significant. Hence the hypothesis is accepted (Significant)
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CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION
Majority of the respondents belong to the age group of 20-40 years, are male,
employed, and professionals. Graduates, earning the monthly income between Rs.
10,000- 20,000.
Majority (48%) of the respondents prefer Railway service for comfort.
Majority (64%) of the respondents prefer railway station for reservations.
Majority (60%) of the respondents know Tatkal scheme through friends and
relations.
Majority (52%) of the respondents prefer to book in advance.
Majority (60%) of the respondents travels occasionally.
Majority (40%) of the respondents prefer three tier a/c.
Majority (64%) of the respondents prefer to travel for official.
Majority (64%) of the respondents are accompanied by family members.
Majority (56%) of the respondents prefer planned visit.
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SUGGESSTIONS
The recommendations are presented in the following lines based on the results
of the study and the opinion given by the respondents in the discussion held with them
during the conduct of study.
Service at booking centre
It is understood from the study that the services and behavioral part of
employees at booking centers need to be improved. Though it is a place where the
tickets are being sold, it is important that the customers need to be treated properly
and issue of tickets must be done quickly.
Refund of ticket money
It is understood from the customers that refund during cancellation made by
railways is not reasonable particularly when Tatkal ticket is returned. Hence it is
suggested to the railway authorities to consider the above and refund procedures at
least to that of other tickets. Otherwise, this will discourage the customers in booking
tickets in Tatkal scheme.
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CONCLUSION
Transport service system has become an integral part of common mans life,
people travel from one place to another place due to personal or official purpose
through the mode which is convenient to them. Among the various transport modes,rail transport is often chosen by customer in view of cost and convenient factors.
However it cannot be denied that road transport system also play a significant role in
providing services to customers. In fact, in all parts of the state / country, road facility
has been fairly provided but not equally in train services. Yet, people use railway
services in available routes largely and fully and as a result, there is a heavy crowd
utilizing train services. This being the case, railway has to take necessary steps for
accommodating large amount of passengers and provide them better services. If the
services are not up to the passenger expectations, it is possible, that passengers may
find alternative traveling mode even through traveling in train is more convenient to
them. Like other business organizations, Indian railways need to work on every aspect
of providing services to the entire satisfaction passengers, because it is not merely a
service but their business and they also need to earn profit. In future, any change may
take place to replace one service with another hence, marketing become necessary in
railway service too.
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BIBLIOGRAPHY
BOOKS
Agarwal, A.K. Managing Indian Railways, MANAS publications 2004.
Agarwal, v.k. Indian Railways, A Profile since Independence, January,2005.
ARTICLES AND JOURNALS
John Gabriel S. and suresh Babu.M, passenger Reservation system in the
Indian railways, The journal of Institute of public enterprise, vol.28 (1&2),
Jan-Mar, Apr-June-2005, pp77-84.
The Indian journal of public opinion vol xl-vi, no.8, March, 2007.
The journal ofinstitute of public enterprises vol.29, July-Dec 2006, pp3-4.
Arvind sharma, Electric Traction on Indian Railway changing perspectives
and issues,- Indian Railways, April-2003.
Govindarajan K.R, RCF- towards faster and safer travel Indian Railways,
April 2002.
WEBSITES
www.indianrail.gov.in
www.indianrailways.gov.com
www.thehindubusinessline.com
www.wikipedia.ory
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http://www.indianrail.gov.in/http://www.indianrailways.gov.com/http://www.thehindubusinessline.com/http://www.wikipedia.ory/http://www.indianrailways.gov.com/http://www.thehindubusinessline.com/http://www.wikipedia.ory/http://www.indianrail.gov.in/ -
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A STUDY ON PASSENGER SATISFACATION TOWARDS TATKAL
SCHEME OF INDIAN RAILWAY RESERVATION SYSTEM
1. Name:
2. Age:
a) Less than 20 b) 20-40
c) 40-60 d) Above 60
3. Sex:
a) Male b) Female
4. Educational qualification
a) No formal education b) Upto higher secondary
c) Graduate d) Post graduate e) Professional
5. Occupational status:
a) Agriculture b) Business
c) Employed d) Professionals e) Others
6. Monthly income:
a) Below Rs 10,000 b) Rs.10,000 -20,000
c) Rs 20,000-30,000 d) Above Rs. 30,000
7. How did you came to know about Tatkal scheme
a) Online b) Friends & Relations
c) Agents d) Media
8. How often you travel by train
a) Weekly b) Monthly
c) Rarely d) Occasionally
9. In which class do you travel
a) Three tier a/c b) Two tier a/c
c) A/C Chair car d) Second class
10. State the purpose of travel by train
a) Business b) Official c) Tours
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11. Who are the persons mostly travel along with you
a) Family b) Friends c) Official/ Team mates
12. What is your type of visit
a) Planned visit b) As per the requirements
13. What type of reservation you mostly follow
a) Book in advance b) Book in Tatkal scheme c) Both
14. Why do you prefer to travel in railway
a) Status symbol b) Safety c) Comforts
d) Economical e) Fast mode of transport
15. How do you reserve the ticket in Tatkal scheme
a) Online b) At railway station c) Agency
16. Are you aware of the following aspects related to Tatkal scheme
S.NO PARTICULARS AWARE NOT
AWARE
1 Tatkal booking permitted to all class except first class
a/c
2 Tatkal charge is addition to normal fare
3 Tatkal ticket can be booked only two days in advance
4 No concession for Tatkal scheme
5 Refund of 25% of total charge on ticket cancellation (
with in 24 hrs)
6 Different Tatkal charges for peak season & non peak
season
17. State your level of satisfaction towards Tatkal scheme
S.NO PARTICULARS HS S NS
1 Availability of ticket while booking in Tatkal scheme
2 No. of days to book before travel (2 days )
3 No. of seats available in Tatkal quota
4 Cancellation procedures/ formalities in Tatkal scheme
Hs = Highly satisfied S = satisfied NS= Not satisfied
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18. Problems faced in booking tickets in Tatkal scheme
S.NO PARTICULARS A DA
1 ONLINE RESERVATION
A. Lack of awareness regarding usage
B. Security in cash payment
C. Downloading problems
2 AT RAILWAY STATION
A. Time consuming
B. Non availability of tickets
C. Poor service of staffs
3 AGENTS
A. High commission charged
B. Not reliable
C. Misuse of tickets
D. High risk
A= Agree DA= Dis Agree
19. Your suggestions for improving Tatkal scheme
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