twenty-first century concerns are dynamic and alteration is the name of the game. To understand the altering market dynamic or consumer behavior the organisation has to make a systematic survey. A undertaking work is a scientific and systematic survey intended to catch the nervousnesss of the job or issue with the application of direction construct and accomplishments. This research was carried out in order to understand the client ‘s perceptual experience and attitude towards local trains.

This research paper has been complied preliminary in partial fulfilment of the XV trimester course of study demand. Apart from theoretical construct of the subject, I have tried to include the findings and suggestions drawn out of the research.

There's a specialist from your university waiting to help you with that essay.
Tell us what you need to have done now!

order now

Scope of undertaking

This research paper likes to turn to the client ‘s perceptual experience about day-to-day transposing via local trains in Mumbai and thereby assist us cognize the clients better and market practicalities.


Drafting questionnaire with a background of understanding riders satisfaction degree

Collection of informations on rider traffic on both weekdays and on weekends.

Narrowing down the existent jobs that the commuters are confronting while going.

Cardinal findings: –

By ciphering the figure of responses, I found that most of the people were satisfied with the timings of train services ( Andheri – Churchagate path ) .

Majority of the commuters possessed monthly base on ballss thereby bespeaking clearly that majority of them were really much trade name loyal.

I besides found out that waiting at ticket counters is still one of the hurting points though promotions like SMART card, Punch Tickets etc have been provided to ease out the fining procedure but still the jobs remains refering.

Commuters are confronting the job of deficiency of airing, congested compartments ( specifically during peak hours ) , luggage infinite, train information show are some of the facets which are really uncomfortable for day-to-day commuters.

Aim of the undertaking

The chief aim of this undertaking was to happen out the commuters satisfaction degree of the services offered by Western and Central Railways in Mumbai.

Secondary aim

Make the commuters prefer the new ticket peddling machines installed at assorted suburban Stationss?

How often commuters tend to kick against the lack in train services?


Indian Railways – 16th April, 1853 – The Beginning of societal authorization.

The first railroad on Indian sub-continent ran between Bombay to Thane ( 21 stat mi ) .

The thought for developing a railroad web to link Bombay with Thane, Kalyan and with the Thal and Bhore Ghats foremost occurred to Mr. George Clark during a visit to Bhandup in 1843.He was a authorities functionary.

While the first rider train ran between Howrah station & A ; Hooghly, aA distance of 24 stat mis, . In south the first line ran between Veyasarpandy and Walajah Road ( Arcot ) , a distance of 63 stat mis. In the North a length of 119 stat mis of line was laid from Allahabad to Kanpur..

These were the little beginnings which finally led to the development of a railroad lines web all over the state.

Indian railroads is the largest rail web in Asia and the universe ‘s 2nd largest organisation under one direction. Indian Railways is a multi-gauge, multi-traction system covering the followers:


Path Kilometers

Broad GaugeA

( 1676 millimeter )

Metre GaugeA

( 1000 millimeter )

Narrow Gauge ( 762/610 millimeter )






Path Kilometers









7566 -A engines

37,840A -A Coaching vehicles

222,147 -A Freight waggons

6853A -A StationsA

300A – Yards

2300A -A Goodsheds

700A -A Repair stores

1.54 million – Work force

Indian Railways runs around 11,000 trains mundane, of which 7,000 are rider trains.

Mumbai Suburban Railwaies:

The Mumbai Suburban Railway system is portion of the public conveyance system of Mumbai. It is managed and provided by the Indian Railways ‘ two zones – Western Railways and Central Railways. The Mumbai suburban railroad carries more than 6.9 million commuters on a day-to-day footing It has one of the highest rider densenesss of any urban railroad system in the universe. The trains providing on its paths are normally referred to as local trains or merely as locals by general population. Due to big geographical spread of the population and location of concern countries, the rail web is the chief manner of mass conveyance in Mumbai.

List of Stationss

Western line

Within Mumbai: Churchgate, Marine Lines, Charni Road, Grant Road, Mumbai Central, Mahalaxmi, Lower Parel, Elphinstone Road, Dadar, Matunga Road, Mahim Junction, Bandra, Khar Road, Santacruz, Vile Parle, Andheri, Jogeshwari, Goregaon, Malad, Kandivali, Borivali, Dahisar

Outside Mumbai: Mira Road, Bhayandar, Naigaon, Vasai Road, Nala Sopara, Virar, Vaitarna, Saphale, Kelve Road, Palghar, Umroli, Boisar, Vangaon, Dahanu Road

Central ( Main ) line

Within Mumbai: Chhatrapati Shivaji Terminus ( once, Boribandar Victoria Terminus ( VT ) ) , Masjid Bunder, Sandhurst Road, Byculla, Chinchpokli, Currey Road, Parel, Dadar, Matunga, Sion, Kurla, Vidyavihar, Ghatkopar, Vikhroli, Kanjurmarg, Bhandup, Nahur, Mulund

Outside Mumbai: Thane, Kalwa, Mumbra, Diwa, Kopar, Dombivli, Thakurli, Kalyan

Harbour Line

Within Mumbai: Chhatrapati Shivaji Terminus, Masjid, Sandhurst Road, Dockyard Road, Reay Road, Cotton Green, Sewri, Wadala route, Guru Tegh Bahadur Nagar, Chunabhatti, Kurla, Tilak Nagar, Chembur, Govandi, Mankhurd

Within Navi Mumbai: Vashi, Sanpada, Juinagar, Nerul, Seawoods-Darave, CBD Belapur, Kharghar, Mansarovar, Khandeshwar

Outside Navi Mumbai: Panvel

S.W.O.T Analysis


Indian railroads is a 100 % Government of India owned organisation

Exhaustive railroad web across the state

Dedicated work force

Strong fiscal backup

Service dependability


Conflict between railroad brotherhoods and employees

Delay in acquiring blessings and financess for new proposals


Strong possibility for railroads to capture 90 % of container traffic

With the air hose industry confronting terrible crisis, Indian railroads can en-cash on this chance

By offering air-conditioned managers in the local trains, they can aim the upper section of the market


The possible menaces are from the cab service

Weak substructure and no up-gradation of Stationss

Absence of rider installation will drive away the client to private manners of conveyance

Upcoming undertakings like Metro railroads, monorail etc.


To function the clients with a smiling and allow them guarantee of first-class services.


“ Fast invention, Fast growing ”


“ Serving clients with a smiling ”

Why the trade name is recognized?

1. Monopoly in the market

Suburban railroad web of 303 Km

35 Stationss

Daily ridership of 6.94 million daily and it constitutes more than half of the entire day-to-day rider capacity of the Indian Railways itself

2. Customer trueness

Ever increasing figure of commuters taking suburban trains.

Handiness of Light Refreshment stables ( VLR ) at railroad Stationss.

Book stables

Customized ticket peddling machines

Hassle free journey, free from any type of pollution.

3. Longevity

Provision of a fast and efficient conveyance service

Helps to set up new communities along the paths of railroads

4. Overall market credence

Public have developed “ forms of behaviour ” ( i.e. vicarious larning ) .

Local trains have become a portion of commuters day-to-day life

Efficiency in service has been at the head for market credence

5. Goodwill

Suburban trains are runing for the past decennaries

The services offered have ever been praised for its on-time public presentation.

Research Methodology:

As Research methodological analysis is the Southern Cross of all undertaking and without a proper well-organized research program, it is impossible to finish the undertaking and later to pull any decision out of the research. This undertaking is based on a study program. The chief aim of study was to roll up appropriate informations, which work as a base for pulling decision and acquiring consequence. In entirety the research methodological analysis can be listed as follows:

Measure 1: Research design – this is a program, conceptual construction, and scheme of probe conceived as to obtain replies to research inquiries and to command discrepancy. The type of research adopted for survey is descriptive. The aim of such survey is to reply the “ who, what, when, where and how ” of the topic under probe. There is a general feeling that descriptive surveies are factual and really simple. This is non needfully true. Descriptive survey can be complex, demanding a high grade of scientific accomplishment on portion of the research worker. Descriptive surveies are good structured. An exploratory survey needs to be flexible in its attack, but a descriptive survey in contrast tends to be stiff and its attack can non be changed every now and so therefore a great sum of idea was given while bordering the research.

Measure 2: Datas aggregation methods: At this phase we need to place and choose which type of informations is to be researched, how to form a field study etc.

Measure 3: Analysis and readings

Measure 4: Preparation of the concluding study – The study is based on the analysis and presented with the findings and suggestions. The sample of the questionnaires is attached with the study itself.

Sampling Methodology:

Sample unit – Professionals, Business adult male, Employees, Students

No. of inquiries in questionnaires for client: 07

No. of inquiry related to services offered: 05

No. of respondents during the research: 40

Questionnaire & A ; Analysis

Q1. How long you ‘re utilizing the local train service?

a ) Less than a twelvemonth

B ) 1-5 old ages

degree Celsius ) & gt ; 5 old ages

Analysis of Q.1


1. Majority of the commuters have been utilizing the local service for 1-5 old ages.

2. It shows that the religion imposed with local by the commuters and people are loyal to local services.

Q.2. From which beginning station to destination make you transpose?

From To

Analysis of Q.2

As the field study was chiefly focused on commuters in Andheri – Churchgate sector, so batch of them were day-to-day commuters from the Stationss lying in between like Bandra, Mahim, Parel, Mahalaxmi, Marine lines etc

Q.3. Harmonizing to you local train service between Andheri – Churchgate is

a ) Excellent

B ) Very good

degree Celsius ) Good

vitamin D ) Carnival

vitamin E ) Poor

Analysis of Q.3

Overall bulk of the commuters rated the services between Andheri – Churchgate sector as just. And the following bulk is of disgruntled clients their primary ground for dissatisfaction is overcrowded compartments during peak hours. But so besides consumers have rated it just due to its seasonableness and convenience compared to other conveyance manners.

Q. 4. You commute day-to-day with

a ) With a monthly base on balls

B ) Buying tickets

degree Celsius ) Without ticket

Analysis of Q.4 –


1. Maximal figure of commuters prefers to go by taking the monthly base on balls issued by the railroads, as it proves to be lot cheaper than purchasing tickets daily.

2. Rest of them were purchasing tickets on day-to-day or occasional footing, as they were occasional travellers.

Q.5.The degree of satisfaction you get from local train services

a ) Highly satisfied

B ) Somewhat satisfied

degree Celsius ) Neither satisfied nor disgruntled

vitamin D ) Dissatisfied

vitamin E ) Highly dissatisfied

Analysis of Q.5 –

1. As per our study, bulk of the commuters were dissatisfied, following bulk were those commuters who were slightly satisfied. But in entirety dissatisfactions leads.

2. This analysis clearly indicates that, railroads need do a batch of betterments in order to be up to the grade.

Q.6 Tick the appropriate column






Very bad






Very bad

Monetary value





Very bad






Very bad

Analysis of Q.6 –

aˆ? Most of the commuters said that the service provided by railroads is bad and bulk of them experience service is bad or really bad.

aˆ? Timing facet of trains was rated good by bulk of the commuters.

aˆ? Majority of the commuters said that the public presentation of local trains is good and this conveys people are satisfied with the public presentation degree.

aˆ? Almost all the commuters said that the pricing scheme is first-class by the railroads.

Q.7. Which is the best manner to transpose in Mumbai City? ( Rank your pick from the list )

Local trains

BEST – coach

Own vehicle

Taxi / cool cab / Private cab ( Meru etc )



Analysis of Q.7 –


1. Almost all of the commuters preferred local trains over any other agencies of conveyance.

2. Normally the coachs are crowded and people throng local trains.

3. Surprisingly the 3rd pick was “ jinrikisha ” it refers that people prefer going via jinrikisha, compared to their ain vehicle. This unusually depicts the consumer attitude towards traffic, parking, hapless route substructure within Mumbai which forcefully have made them pro towards other manners of commutation.

Q.8.State your sentiment about

I ) Cleanliness at the station premises:


Very Good




II ) Availability of ticket counters


Very Good




III ) Prompt services


Very Good




IV ) Quality of refreshment stables


Very Good




Analysis of Q.8 –


aˆ? Majority of the commuters said the cleanliness at the station is hapless.

aˆ? Whereas bulk of them said that handiness of ticket counters are good.

aˆ? Almost all of them rated the quality of refreshment stables were hapless or just.

aˆ? Majority of commuters have rated the service promptitude as good. This itself says a batch about the public presentation of local railroads in Mumbai.


Railwaies have been at the head in transporting people to their several workplaces and to their leisure finishs. Furthermore there are some blanks which need to be addressed in order to set up universe category substructure. Few recommendations:

aˆ? Attempts should be made to increase the figure of ticket counters.

aˆ? The figure of refreshment stables has to increase, in order to provide to the turning demands of the commuters.

aˆ? The no. of managers during extremum hours has to increase.

aˆ? Railways can present AC compartments for 1st category commuters.

aˆ? Security and safety of commuters should be given extreme precedence. Every station should hold at least have 1 or more ambulance.

aˆ? Increase the figure of Stationss between all the 3 railroad lines, this will automatically de- congest the managers to a great extent.

aˆ? Infrastructure at junction Stationss will hold to be improved well to manage excess crowds for illustration, escalators on all Bridgess. With escalators, crossing of paths by riders will cut down well.


Every survey has certain restrictions. In my survey, besides there were certain restrictions, which I was non able to work out.

Since clip available for this undertaking was really less, the figure of people interviewed was really meagre, so there could be small fluctuation in the consequences.

The sample size is besides really little which represent my research on consumer behaviour and this proves out to be a major restraint.

Leave a Reply

Your email address will not be published. Required fields are marked *