PROJECT REPORT ON THE CUSTOMER’S

PERCEPTION ON THE USAGE OF IRCTC

Indira NaiduLawi AnupamPulasta Dutta

Vijetha

GITAM INSTITUTE OF INTERNATIONAL BUSINESS VISAKHAPATNAM

IRCTC(Indian Railways Catering and Tourism Corporation )

Fastest growing credit card-based e-commerce site in the Asia-Pacific region.

A subsidiary of the Indian Railways that provides a fresh meal service for its express trains and food outlets.

More known for changing the way of Railway ticketing in India. It pioneered the online rail ticket booking in India through its

website 'www.irctc.co.in'

OBJECTIVE OF RESEARCH STUDY

The main objectives of conducting this survey are as follows:

Customer satisfaction levels regarding the usage of IRCTC

Customer perception levels Safety, and confidence levels Overall quality of service

METHODOLOGY

Designing of QuestionnaireClose ended questions

Collection and identification of dataInformal interviews

Sampling design and sample sizeDifferent age groups, sex and education level.At Railway station, Reservation counters,

Different areas of Visakhapatnam

Data Analysis Chi Square – determining whether a systematic

association exists between the two variables. Goodness-of-fit testStep 1 Ho: there is no association among the variables Ha: there is an association between the variables Step 2 ά value is 0.05Step 3

The expected frequency is calculated by Ei = ( Nr * N c) /k Chi square calculated value Step 4 Chi square table value : Step 5 :

Null hypothesis is rejected if calculated value is greater than equal to the table value

Age factor – 44% respondents in the age group of 26-35 years

For awareness H0: There is no association between the age and awareness of the

customer. Ha: There is a close association between the age and awareness of the

customer. alpha = 0.05 χ2 = 46.956 df = 12 χ2 = 21.026

Response

Awareness 37% - aware

Overall quality of service 40% - good

Safety & confidence 37% - highly confident

Overall satisfaction 49% - highly satisfied

For quality of service The chi-square test is defined for the hypothesis as:

H0: There is no association between the age and overall service quality ranking.

Ha: There is an association between the age and overall service quality ranking.

alpha = 0.05 χ2 = 51.113 df = 16 χ2 = 26.296

For occupation : perceptions of faculties (14% of the total)

For awareness The chi-square test is defined for the hypothesis as: H0: There is no association between the occupation and awareness of the

customer. Ha: There is an association between the occupation and awareness of the

customer. alpha = 0.05 χ2 = 18.797 df = 12 χ2= 21.026

Response

Awareness 35% - somewhat aware

Overall quality of service 35% - good

Safety & confidence 41% - confident

Overall satisfaction 41% - somewhat satisfied

Factor AnalysisPRINCIPAL COMPONENT ANALYSIS

A mathematical procedure that transforms a number of possibly correlated variables into a smaller number of uncorrelated variables called principal components

Steps in principal component Analysis Bartlett Test of sphericity - based on chi-square transformation of

determinant of correlation matrix Kaiser-Meyer-Olkin (KMO) Measure of sampling adequacy – high

values between 0.5-1 indicate factor analysis is appropriate.

Methods of Factor Analysis

Determination of number of Components Determination based on Eigenvalues Determination based on variance

Rotation of components Interpretation of components

Customer perception and satisfaction Service quality Convenience

Table : Three factors decided from rotated component matrix

Serial no

Factors Variables Rotation sum of squared loadings

1 Customer perception and satisfaction

awareness 31.25

Safe& confidence

Operating hours

Clarity of interaction

Variety of Transactions

Overall satisfaction

2 Service quality Service quality 21.68

Ease in navigation

Suggest to A friend

3 convenience Easy to use 18.059

Easy to get

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Conclusion & Recommendations

Perceived value . Customer satisfaction . Service Quality . Customer loyalty

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .824

Bartlett's Test of Sphericity Approx. Chi-Square 727.246

df 55

Sig. .000

Communalities

Initial Extraction

Q1(awareness) 1.000 .448

Q2 (easy to use) 1.000 .880

Q3(easy to get) 1.000 .903

Q4 (overall service quality) 1.000 .635

Q5(ease in navigation) 1.000 .549

Q7(suggest IRCTC to a friend) 1.000 .690

Q8(safe & confidence) 1.000 .635

Q9(satisfaction with operating hours) 1.000 .660

Q10(variety of transactions) 1.000 .786

Q11(clarity of interaction) 1.000 .784

Q12(overall satisfaction) 1.000 .840

Extraction Method: Principal Component Analysis.

Total Variance Explained

Component

Initial EigenvaluesExtraction Sums of Squared

LoadingsRotation Sums of Squared

Loadings

Total% of

VarianceCumulative

% Total% of

VarianceCumulative

% Total% of

VarianceCumulative

%

1 5.047 45.879 45.879 5.047 45.879 45.879 3.438 31.255 31.255

2 1.461 13.282 59.161 1.461 13.282 59.161 2.386 21.687 52.942

3 1.302 11.840 71.001 1.302 11.840 71.001 1.986 18.059 71.001

4 .802 7.291 78.291

5 .628 5.705 83.996

6 .464 4.218 88.215

7 .417 3.792 92.006

8 .352 3.197 95.203

9 .206 1.871 97.074

10 .172 1.567 98.642

11 .149 1.358 100.000

Extraction Method: Principal Component Analysis.

Component Matrixa

Component

1 2 3

Q1(awareness) .466 -.186 .443

Q2 (easy to use) .574 .724 -.163

Q3(easy to get) .550 .755 -.173

Q4 (overall service quality) .656 -.144 .428

Q5(ease in navigation) .534 .243 .453

Q7(suggest IRCTC to a friend) .609 .059 .562

Q8(safe & confidence) .765 -.222 .031

Q9(satisfaction with operating hours) .662 -.316 -.349

Q10(variety of transactions) .847 -.106 -.240

Q11(clarity of interaction) .798 -.221 -.314

Q12(overall satisfaction) .857 -.198 -.259

Extraction Method: Principal Component Analysis.

a. 3 components extracted.

Rotated Component Matrixa

Component

1 2 3

Q1(awareness) .204 .634 -.071

Q2 (easy to use) .206 .131 .906

Q3(easy to get) .180 .109 .927

Q4 (overall service quality) .336 .721 .042

Q5(ease in navigation) .068 .655 .341

Q7(suggest IRCTC to a friend) .147 .797 .183

Q8(safe & confidence) .652 .450 .087

Q9(satisfaction with operating hours) .808 .080 .034

Q10(variety of transactions) .802 .259 .275

Q11(clarity of interaction) .852 .178 .166

Q12(overall satisfaction) .858 .254 .199

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

a. Rotation converged in 5 iterations.

Table : Three factors decided from rotated component matrix

Serial no

Factors Variables Initial Eigenvalues

Rotation sum of squared loadings

1 Customer perception and satisfaction

2.650 20.651

IT advancement

Maintenance of roads

Development of prime lands and old building

Town planning mechanism

2 Hygienic environment Drainage system 1.174 19.288

Pest control

3 Fund collection Tax collection 1.115 14.946

Water supply

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