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Date : 08.08.2008
                   A Decisive Analysis of Amenities of Indian
                                 Railways to the Passengers
                                                                          V. Vijay Durga Prasad *

        The Indian Railways constitute the largest transport agency intimately connected with the
        development of the national economy, the main objectives of railways have been to
        develop the transport infrastructure to carry the projected quantum of traffic and meet the
        developmental needs of the economy with efficient railway transport system. Indian
        Railways has been a vital component of the social, political and economic life of the
        country. Indian Railways transportation network has played a key role in weaving India
        into a nation. This network has not only integrated markets but also people across length
        and breadth of the country. The paper analyses and evaluates the amenities provided by
        Indian Railways to the passenger community and the study suggests such measures
        which will help the railways to provide better services to their customers i.e. passengers,
        with a special focus on Hyderabad Division.

        Introduction                                    railway users. A large area of activi-
                                                        ties of the railways is focused on pas-
        Indian Railways is the second largest
                                                        senger services and safety. It is the
        rail system in the world under single
                                                        true motto of the railways functioning.
        management. It has a network of
                                                        Apart from the ongoing measures, the
        63,140 kilometres of rail route carry-
                                                        railways have initiated a number of
        ing on an average of 13 million pas-
                                                        special steps to enhance safety and
        sengers per day. For over one hun-
                                                        security standards.
        dred and fifty years, the Indian Rail-
        ways has been the principal mode of
        transport in India. It has become a part        Passenger Amenities
        and parcel of the country’s socio-eco-          The Indian Railways cater to the
        nomic life, impacting not only its cul-         needs of the passengers at the rail-
        ture and socio-economic activities but          way station (i.e., boarding and alight-
        also largely influencing our art, history       ing points) and on-board. The Indian
        and literature besides unifying the             Railway administration will endeavour
        people of the nation. The introduction          to provide bonafide passengers ac-
        of economic liberalisation in 1991              cess to the minimum facilities like:
        threw a major challenge before the              booking arrangement, waiting hall,
        Indian Railways. With the quickening            space, benches, drinking water and
        pace of modernisation, the railway              toilets etc. The passenger while on
        traveller today expects much more               board of a train will be provided with
        from the system than in the past in             minimum facilities including furnishing
        the form of amenities. The image of             amenities and fittings, which will be
        the railways is largely dependent upon
                                                        *
        the quality of passenger services. It               Dr.V.Vijay Durga Prasad, Reader, Department
                                                               of Business Administration, P.G. Centre,
        should be the continuous endeavour                     P.B. Siddhartha College of Arts & Science,
        to provide improved services to the                    Vijayawada.
2       The Journal of Institute of Public Enterprise
        Vol.30, 3&4 (2007)



maintained in proper condition so as                    structions the amenities are classified
to give comfortable service to the                      as: minimum essential amenities, rec-
passengers. The on board amenities                      ommended amenities, and desirable
include lighting and fans, cushioned                    amenities. In line with the category of
berths and seats (except where by                       stations, minimum essential amenities
design not provided), toilets, external                 are laid down to be provided. In addi-
fittings such as reservation chart dis-                 tion, there are additional amenities of
play plates, destination boards, etc.                   recommendary nature for A and B
All long distance trains will have con-                 categories of stations (i.e., large sta-
ductors, coach attendants, train super-                 tions). For desirable amenities, higher
intendents, and TTEs ( Travelling Tick-                 scales over and above the prescribed
et Examiner) to assist the passengers                   minimum scale were prescribed as per
and for attending their complaints and                  the categorisation of stations.
grievances.
                                                        In the light of this background, the
Usually amenities at the railway sta-                   present study is undertaken to make
tions are common to all classes of                      a critical study of various amenities
travel. However, at large stations,                     provided by Indian Railways to the
separate waiting rooms are provided                     passengers at station and on board
for the upper class passengers and                      and thereby, to suggest such mea-
ladies. Also where manual ticket book-                  sures that would go a long way to
ing and reservation is still in opera-                  improve the various amenities provided
tion, separate ticket windows are made                  by Indian Railways focusing mainly on
available for the upper class passen-                   quality consciousness. Thus, the
gers. Retiring rooms with different lev-                present study focuses on amenities
els of amenities and facilities are avail-              provided by railways so as to extend
able at important and large stations.                   a problem free and comfortable travel
‘On-Board’ amenities depend on class                    to the passengers in the country.
of travel chosen by the passenger and
also the train availed. Fare charges                    South Central Railway
are dependent upon the class and
train chosen by the passenger. In                       South Central Railway (SCR) consists
1995, the Railway Board has reviewed                    of six divisions i.e. Hyderabad, Secun-
the passenger amenities and decided                     derabad, Vijayawada, Guntakal, Gun-
to provide and increase the existing                    tur, and Nanded with route kms of BG
facilities in a planned manner. The                     4,914 Kms and MG 838 Kms. SCR
Board has also categorised all railway                  covers five states namely Andhra
stations into six categories (Catego-                   Pradesh, Maharastra, Karnataka,
ries A, B, C, D, E and F), depending                    Madhya Pradesh and Tamilnadu. The
upon the annual passenger earnings.                     zonal headquarters of SCR is at Se-
In 1999, the Railway Board has is-                      cunderabad. It is headed by general
sued modifications to the instructions                  manager who is assisted by addition-
issued in 1995. According to the in-                    al general manager and principal
                                                        heads of departments of finance and
                                            A Decisive Analysis of Amenities of Indian   3
                                                         Railways to the Passengers



accounts, engineering, mechanical,             vided by Indian Railways to passen-
electrical, signal and telecommunica-          gers at stations and on board and
tions, transport, commercial, medical,         thereby, to identify and bring into light
stores and railway protection force.           pertaining to problems hidden in this
                                               regard. The detailed objectives of the
Significance of the Study                      study are as under:
Railways in India are a semi-monop-            •    To analyse the passenger ameni-
oly as they hardly face any competi-                ties provided by Indian railways at
tion from other modes of transport in               stations and on board the train in
respect of numbers of traffic carried               India in general and in Hyderabad
by them. Long distance passengers                   division in particular ;
of average means and commuters in
and around metropolitan cities have            •    To analyse opinions of selected
hardly any other choice. Similarly long             sample passengers of Hyderabad
and medium distance freight traffic                 railway division on various amen-
comprising bulk commodities such as                 ities provided by Indian railways;
coal, iron ore, cement, fertilizers, iron           and
and steel etc., also have to depend
primarily on rail transport. As far as         •    To suggest such measures and
                                                    strategies that would go a long
marketing of railway services is con-
                                                    way for improvement of passen-
cerned, provision of passenger amen-
                                                    ger amenities in Hyderabad divi-
ities to passengers and rail users is
                                                    sion in particular and Indian Rail-
an important element. Providing max-
                                                    ways in general.
imum comfort and amenities to the
travelling public is important because
of the dwindling market share. The             Methodology
Indian Railways need to have a com-            Taking the objectives into consider-
petitive advantage and customer care           ation the research study involved both
in a service industry is one such ax-          primary and secondary data. Second-
iomatic tool. Passengers expect value          ary data was collected from the offi-
for money and more so when the rail-           cial records, circulars, annual reports,
way transportation is an intangible            year books and personal discussions
product being an “experience” as ser-          with officers and staff in various de-
vice. Providing best passenger amen-           partments of the Indian Railways. The
ities should be an end in itself as a          data from Internet also was used for
philosophy of the organisation.                the study. The primary source of data
                                               was obtained by administering ques-
Objectives of the Study                        tionnaire to the passengers in order
                                               to elicit information on various pas-
The chief objective of the study is to
                                               senger amenities and facilities provid-
make a comprehensive analysis of
                                               ed by Indian Railways. The question-
marketing of services in Indian Rail-
                                               naire was administered to a sample
ways with reference to amenities pro-
4       The Journal of Institute of Public Enterprise
        Vol.30, 3&4 (2007)



of 250 passengers while they were                       Analysis and Interpretation of Data
travelling in express and passenger
trains in sleeper class, I class AC III                 1. Education vs opinion on redres-
tier, AC II tier and AC chair car. The                  sal of complaints and suggestions
opinions were collected from 250                        The chi-square test results reveal that
passengers at random covering all                       there is an impact of education on the
sections of people. The opinion sur-                    opinion on redressal of complaints and
vey was carried out on rail passen-                     suggestions as the calculated ÷2value:
gers while passengers were on-board                     27.79 is greater than the Table ÷ 2
the train.                                              value: 15.50. (see Table No.1)

Issues Covered                                          2. Occupation vs opinion on intro-
The various topics covered in the                       duction of new passenger trains
survey apart from the profile of respon-                The Chi-Square test results indicate
dents include, opinion of respondents                   that the two attributes: occupation and
on waiting halls, retiring rooms and                    opinion on introduction of new pas-
dormitories, platforms, sanitation, wa-                 senger trains are independent. In oth-
ter facilities, booking office and reser-               er words, there is no association be-
vation system, passenger guidance                       tween the two attributes as the calcu-
and help system, pantry car and ca-                     lated ÷2value: 8.32 is lesser than the
tering facilities, concessions given by                 Table ÷ 2 value: 21.02. (see Table
railways to various sections of the                     No.2)
society. The opinions of respondents
on other amenities and facilities which
are not hitherto provided by Indian                     3. Frequency of travel vs opinion
railways are also obtained. All the                     on seats and berths
opinions expressed by passengers                        The chi-square test results reveal that
relating to the amenities are confined                  there is association between the at-
to Hyderabad division only.                             tributes: frequency of travel and opin-
                                                        ion on seats and berths, as the calcu-
Application of Chi-Square Test                          lated ÷ 2value: 50.91 is greater than
                                                        the Table ÷ 2 value: 26.29. (see Table
In order to achieve the objectives of                   No. 3)
the study an analysis is made to un-
derstand the opinions of passengers
on various amenities. One of the sta-                   4. Frequency of travel vs opinion
tistical techniques applied in the study                on water supply in trains
is chi-square test for testing of inde-                 It is clear from the chi-square test
pendence between two attributes,                        results that there is dependency be-
apart from frequency distribution.                      tween the two attributes: frequency of
                                                        travel and water supply in trains (as
                                                        the calculated ÷ 2value: 37.80 is less
                                                        than the Table ÷ 2 value: 26.29). (see
                                                        Table No.4)
                                           A Decisive Analysis of Amenities of Indian   5
                                                        Railways to the Passengers



5. Frequency of travel vs opinion             The chi-square test results help us to
on cleanliness of compartments                conclude that there is association
                                              between the two attributes: class of
We can conclude that there is associ-
                                              travel and opinion on provision of hair
ation between the two attributes as
                                              cutting saloon in trains. (see Table
the calculated ÷ 2value: 48.70 is great-
                                              No.9)
er than the Table ÷ 2 value : 26.29.
(see Table No.5)
                                              10. Frequency of Travel vs opinion
                                              on Provision of Public Address
6. Frequency of travel vs opinion
                                              System in Trains
on performance of electric fittings
in trains                                     From the chi-square test results we
                                              can conclude that there is no inde-
We can infer from the chi-square test
                                              pendency between the two attributes:
results that there is association be-
                                              frequency of travel and opinion on
tween the two attributes as the calcu-
                                              provision of public address system in
lated ÷2 value: 41.27 is greater than
                                              trains. In other words, there is associ-
the Table ÷ 2 value: 26.29. (see Table
                                              ation between the two attributes as
No.6)
                                              the calculated ÷ 2 value: 27.16 is great-
                                              er than the Table ÷ 2 value: 15.50. (see
7. Class of travel vs opinion on              Table No.10)
entry of un-authorised vendors and
hawkers into trains
                                              11. Class of travel vs Opinion on
It is evident from the chi-square test        provision of entertainment in trains
results it can be concluded that there
                                              It is evident from the chi-square test
is association between the two at-
                                              results that the two attributes are not
tributes as the calculated ÷ 2value:
                                              independent. In other words, Ho: has
36.96 is greater than the Table ÷ 2
                                              association between A1 and A2, as
value: 21.02. (see Table No. 7)
                                              the calculated ÷ 2value: 26.66 is great-
                                              er than the Table ÷ 2 value: 21.02. (see
8. Education vs opinion on provi-             Table No.11)
sion of lending library in trains
From the chi-square test results we           12. Education vs opinion on amen-
can infer that there is association           ities provided by Indian Railways
between the two attributes as the
                                              From the chi-square test results we
calculated ÷ 2 value: 35.63 is greater
                                              can conclude that the two attributes:
than the Table ÷ 2 value: 15.50. (see
                                              education and opinion on amenities
Table No.8)
                                              provided by railways are independent,
                                              as the calculated ÷ 2value: 14.26 is
9. Class of travel vs opinion on pro-         lesser than the Table ÷ 2 value:26.29.
vision of hair-cutting saloon in              (see Table No. 12)
trains
6     The Journal of Institute of Public Enterprise
      Vol.30, 3&4 (2007)



                              Table No – 1
    Education vs Opinion on Redressal of Complaints and Suggestions

                                                                       Asymp.
                                                                         Sig.
                                           Value           df         (2-sided)
            Pearson Chi-Square              27.795 a            8           .001
            Likelihood                      24.824              8           .002
            Linear-by-Linear
                                              3.819             1          .051
            Association
            N of Valid Cases                    250
                a. 6 cells (40.0%) have expected count less than 5. The
                   minimum expected count is


                             Table No – 2
     Occupation vs Opinion on Introduction of New Passenger Trains

                                                                       Asymp.
                                                                         Sig.
                                            Value          df         (2-sided)
            Pearson Chi-Square               8.320 a            12          .760
            Likelihood Ratio                 9.078              12          .696
            Linear-by-Linear
                                              1.440              1         .230
            Association
            N of Valid Cases                    250
               a. 11 cells (52.4%) have expected count less than 5.
                  The minimum expected count is .09.


    Table No – 3 : Frequency of Travel vs Opinion on Seats and Berths

                                                                       Asymp.
                                                                         Sig.
                                            Value          df         (2-sided)
            Pearson Chi-Square               50.913a            16          .000
            Likelihood Ratio                 42.552             16          .000
            Linear-by-Linear
                                              2.178              1         .140
            Association
            N of Valid Cases                    250
               a. 10 cells (40.0%) have expected count less than 5.
                  The minimum expected count is .79.
                                              A Decisive Analysis of Amenities of Indian   7
                                                           Railways to the Passengers



  Table No – 4 : Frequency of Travel vs Opinion on Water Supply in Trains

                                                                      Asymp.
                                                                        Sig.
                                        Value            df          (2-sided)
           Pearson Chi-Square            37.801a              16           .002
           Likelihood Ratio              41.527               16           .000
           Linear-by-Linear
                                            .075               1          .784
           Association
           N of Valid Cases                  250
              a. 8 cells (32.0%) have expected count less than 5. The
                 minimum expected count is .53.

                              Table No – 5
     Frequency of Travel vs Opinion on Cleanliness of Compartments

                                                                      Asymp.
                                                                        Sig.
                                        Value            df          (2-sided)
           Pearson Chi-Square            48.702 a             16           .002
           Likelihood                    47.678               16           .000
           Linear-by-Linear
                                           5.274              1           .022
           Association
           N of Valid Cases                 250
              a. 10 cells (40.0%) have expected count less than 5.
                 The minimum expected



                               Table No – 6
Frequency of Travel vs Opinion on Performance of Electric Fittings in Trains

                                                                      Asymp.
                                                                        Sig.
                                        Value            df          (2-sided)
           Pearson Chi-Square            41.277a              16           .001
           Likelihood Ratio              38.501               16           .001
           Linear-by-Linear
                                          5.198                1          .023
           Association
           N of Valid Cases                  250
              a. 8 cells (32.0%) have expected count less than 5. The
                 minimum expected count is 1.72.
8         The Journal of Institute of Public Enterprise
          Vol.30, 3&4 (2007)



    Table No – 7 : Class of Travel vs Opinion on Entry of Unauthorised Vendors
                              and Hawkers into Trains

                                                                      Asymp.
                                                                        Sig.
                                                Value      df        (2-sided)
                Pearson Chi-Square               36.969a        12         .000
                Likelihood Ratio                 41.675         12         .000
                Linear-by-Linear
                                                    .268         1        .605
                Association
                N of Valid Cases                    250
                   a. 11 cells (52.4%) have expected count less than 5.
                      The minimum expected count is 1.09.


                                 Table No – 8
         Education vs Opinion on Provision of Lending Library in Trains

                                                                      Asymp.
                                                                        Sig.
                                                Value      df        (2-sided)
                Pearson Chi-Square               35.636a         8         .000
                Likelihood Ratio                 23.076          8         .003
                Linear-by-Linear
                                                  8.649          1        .003
                Association
                N of Valid Cases                    250
                   a. 6 cells (40.0%) have expected count less than 5. The
                      minimum expected count is .06.

                                  Table No – 9
     Class of Travel vs Opinion on Provision of Hair-Cutting Saloon in Trains

                                                                      Asymp.
                                                                        Sig.
                                               Value       df        (2-sided)
                Pearson Chi-Square              24.770 a        12         .016
                Likelihood Ratio                23.826          12         .021
                Linear-by-Linear
                                                  1.536          1        .215
                Association
                N of Valid Cases                    250
                   a. 8 cells (38.1%) have expected count less than 5. The
                      minimum expected count is 1.23.
                                     A Decisive Analysis of Amenities of Indian   9
                                                  Railways to the Passengers



Table No – 10 : Frequency of travel vs Opinion on Provision of Public
                     Address System in Trains

                                                            Asymp.
                                                              Sig.
                                Value           df         (2-sided)
        Pearson Chi-Square       27.161a              8          .001
        Likelihood Ratio         24.893               8          .002
        Linear-by-Linear
                                   9.274              1          .002
        Association
        N of Valid Cases             250
          a. 5 cells (33.3%) have expected count less than 5. The
             minimum expected count is 1.72.


                           Table No – 11
 Class of Travel vs Opinion on Provision of Entertainment in Trains

                                                            Asymp.
                                                              Sig.
                                 Value          df         (2-sided)
        Pearson Chi-Square        25.664a            12          .012
        Likelihood Ratio          27.852             12          .006
        Linear-by-Linear
                                   2.351              1          .125
        Association
        N of Valid Cases             250
          a. 10 cells (47.6%) have expected count less than 5.
             The minimum expected count is .42.

                          Table No – 12
  Education vs Opinion on Amenities Provided by Indian Railways

                                                            Asymp.
                                                              Sig.
                                 Value          df         (2-sided)
        Pearson Chi-Square        33.664a            24          .091
        Likelihood Ratio          36.543             24          .049
        Linear-by-Linear
                                    .969              1          .325
        Association
        N of Valid Cases             250
          a. 21 cells (60.0%) have expected count less than 5.
             The minimum expected count is .02.
10       The Journal of Institute of Public Enterprise
         Vol.30, 3&4 (2007)




    Table No – 13 : Frequency of Travel Vs Opinion on Amenities provided by
                                Indian Railways
                                                                          Asymp.
                                                                            Sig.
                                               Value           df        (2-sided)
               Pearson Chi-Square               32.738a             16         .008
               Likelihood Ratio                 35.431              16         .003
               Linear-by-Linear
                                                 5.158               1        .023
               Association
               N of Valid Cases                    250
                  a. 11 cells (44.0%) have expected count less than 5.
                     The minimum expected count is .66.
13. Frequency of travel vs opinion                           sure (15 per cent).
on amenities provided by Indian
Railways                                                 •   From the survey it is observed that
                                                             equal number of respondents (27
The results of chi-square test help us                       per cent) is travelling 3-5 times a
to conclude that there is dependency                         year, more than 12 times a year.
between the two attributes frequency                         Majority of respondents (around 50
of travel and opinion on amenities                           per cent) are travelling in second
provided by railways. (the calculated                        class and sleeper class, and
c2 value 32.73 is greater than Table c2                      around 19 per cent of the respon-
value 26.29). (see Table No.13)                              dents are travelling in general or
                                                             unreserved compartments.
Findings of the Opinion Survey of
Passengers                                               •   Majority of the respondents (57 per
                                                             cent) felt that the waiting halls at
The opinion survey of passengers at                          stations are not sufficient to meet
their residence was conducted on 250                         the requirements of passengers.
respondents with the help of question-
naire. The statistical tests like chi-                   •   When passengers are asked to
square, frequency distribution are                           suggest suitable furniture in the
applied and the following points                             waiting halls, a large number of
emerged from the findings of the survey:                     them (29 per cent) opined that
                                                             easy chairs have to be provided
•    The survey indicates that around                        in the halls.
     50 per cent of the respondents are
     graduates. The objective of jour-                   •   With regard to retiring rooms,
     ney for 28 per cent of the respon-                      around 55 per cent of the respon-
     dents is family-related work, while                     dents highlighted that retiring
     some people also take up journey                        rooms are not sufficient in number
     on educational purposes (15 per                         to cater to the needs of passen-
     cent) while others travel for plea-                     gers.
                                            A Decisive Analysis of Amenities of Indian   11
                                                         Railways to the Passengers



•   A major group of passengers ex-            •    When passengers are asked to
    pressed that cleanliness of plat-               give their opinion on some facili-
    forms is poor. And when asked on                ties which are not available at rail-
    how often the platforms to be                   way stations, majority of respon-
    cleaned in a day, a very large                  dents opined in favour of the facil-
    percentage of respondents opined                ities, and said that they can be
    that the platforms be cleaned at                provided at stations. The facilities
    least once in 3 hours and if pos-               are provision of baggage trolley,
    sible once an hour.                             luggage conveyor belts, X-ray
                                                    machines, currency exchange
•   A good number of respondents (61                counter, customs goods shop,
                                                    shoe shine shop and flower shop.
    per cent) stated that water (both
    drinking and general water) is
    wasted or misused. So when                 •    With regard to performance of
                                                    electric fittings like: fans, tube
    asked to suggest measures to stop
                                                    lights, lights and bed lamps and
    misuse and wastage of water a
                                                    working of window shutters and
    majority of the respondents opined
                                                    main doors, majority of respon-
    that the existing taps have to be               dents opined that they are satis-
    maintained (50 per cent) and some               fied with the working. While around
    have said that automatic taps have              25 per cent of the respondents
    to be provided.                                 stated that the working of the
                                                    above is poor.
•   Majority of the respondents opined
    that the computerised passenger
    reservation system is satisfactory
                                               •    When respondents are asked to
                                                    give their opinion on amenities pro-
    and 28 per cent of the respondents              vided by Indian Railways, 58 per
    stated that it is good. When asked              cent of the respondents stated that
    to opine on the advance reserva-                they are satisfied with the ameni-
    tion period of 60 days, a large                 ties. But there are around 22 per
    section of respondents (68 per                  cent of the respondents who said
    cent) stated that the period is suf-            that the amenities provided are
    ficient to reserve tickets.                     poor.

•   A good number of respondents               Suggestions
    opined that the concessions given
    to students, freedom fighters, se-         1. The passengers who travel by train
    nior citizens, physically challenged,         usually face some bad odour even
    is good. When the passengers are              after the journey. This may be be-
    asked to suggest any other cate-              cause of the material used in
    gory for concessions, some of the             making the coach, rexene used for
    respondents (37 per cent) opined              seats and berths, material used for
    that concessions can be given to              flooring of the compartment. To
    low income group passengers,                  avoid the problem of ‘foul smell’
    children up to 12 years can be                quality material, should be used in
                                                  the coaches.
    given travel concession.
12      The Journal of Institute of Public Enterprise
        Vol.30, 3&4 (2007)



2. Seating arrangement in AC chair                      8. Stringent disciplinary measures
   car should be modified, to have                         have to be taken by the station
   the right ergonomics with provision                     manager or by the senior division-
   for adequate space.                                     al commercial manager against
                                                           such staff who collect money or
3. Proper alignment of side lower                          tips from passengers at waiting
   berths in air-conditioned and                           halls.
   sleeper classes. In some express
   trains the back rests when made                      9. Train compartments numbered
   as berth have no proper alignment                       boards have to be fixed on plat-
   thereby causing back pain to the                        forms and the authorities have to
   passenger. This non-alignment is                        ensure that the train exactly stops
   causing severe inconvenience to                         corresponding to the numbered
   passengers especially in long dis-                      boards. This avoids commuter’s
   tance trains.                                           confusion as to where his com-
                                                           partment would stop.
4. Public address system can be pro-
   vided in all express trains. Through                 10. Self-printing ticket machines, au-
   this system, the railway authorities                     tomatic ticket vending machines
   can make announcements on the                            may be used on a large-scale. E-
   speed of the train, important sta-                       commerce may be used for ser-
   tions in the route, the duration of                      vices like ticketing, reservation etc.
   stoppage at stations, the impor-
   tance of that town or city etc. The                  11. Reservation counter exclusively for
   same system can also be used for                         ladies should be provided. Accord-
   playing soft music, to entertain the                     ing to the existing system, senior
   passengers on board.                                     citizens, freedom fighters and pas-
                                                            sengers who reserve tickets
5. The seats and berths in the unre-                        through credit cards are issued
   served compartments also must be                         tickets at one counter.
   cushioned as in the case of re-
   served compartments.                                 12. The reservation forms should be
                                                            redesigned. The forms should not
6. Entertainment with a closed circuit                      be elaborately descriptive. The
   TV or music system has to be pro-                        form should be simple, precise and
   vided in waiting halls for recreation                    clear. Adequate space has to be
   of passengers at Hyderabad, Ra-                          provided to write the name of the
   jmundry, Gudur stations.                                 train and name of the passenger.

7. Special training programmes have                     13. Signboards indicating the coach
   to be conducted frequently to the                        number have to be fixed inside the
   staff in charge of waiting halls to                      compartment. This avoids confu-
   make them more courteous and                             sion to passengers who move in-
   polite to the passengers.                                side vestibule long distance trains.
                                           A Decisive Analysis of Amenities of Indian   13
                                                        Railways to the Passengers



14. The CCTV must stop telecasting                 items they hold. The current sys-
    commercials when there is an-                  tem of collecting charges based
    nouncement about arrival and                   on the head weight is not so ef-
    departure of train through public              fective and practical and so is to
    address system. The commercials                be repealed. The charges fixed
    and other content telecast on                  based on the number of items
    CCTVs distract passengers and                  should be displayed prominently
    those not interested in watching               and porters who charge additional
    miss the information too.                      amount should be punished by
                                                   canceling their license.
15. At the time of reservation of tick-
    ets the requirement that the per-         20. The Indian Railways can give
    manently physically challenged                some freebies to frequent long-dis-
    persons should have a time bound              tance commuters. A ‘Commuter
    certificate should be dropped and             Club’ can be started and who trav-
    they should not be asked to keep              el frequently can be the members
    proving that they are handicapped.            of the club. Such members can be
                                                  given some concessions like re-
16. Entry into stations must be strictly          duction in fare, free breakfast,
    permitted to bonafide passengers              casserole meals, coffee and tea
    only with a view to reducing the              at concessional price so on and
    chances of theft, dacoity and tick-           so forth.
    etless travel.
                                              21. As the focus is on medium and
17. Railways must give importance to              long distance travel, market re-
    plantation of shady trees at sta-             search may result in to better un-
    tions and green islands for beau-             derstanding of the passengers’
    tification of the station premises            requirements and redesign and
    at Bapatla, Bhimavaram, Chirala,              realign the products of Indian rail-
    Anaparti and Bhattiprolu stations.            ways on a continuous basis.
18. The vehicles by which passengers
    come to the railway station should        Conclusion
    be allowed till the main entrance         Implementation of all the suggestions
    of the station building. At some          in tune with the opinions expressed
    places auto-rickshaws and cycle           by the sample respondents may have
    rickshaws are not allowed beyond          far reaching strain on the development
    a point near the station building.        expenditure and maintenance expen-
    This is causing lot of inconve-           diture of the Ministry of Railways at
    nience to passengers especially           the macro level and the Hyderabad
    ladies when they travel with lug-         division at the micro level. It is an es-
    gage.                                     tablished fact that a majority share of
                                              Indian railways income is by and large,
19. The porters must be made to col-
                                              earned through the freight transporta-
    lect charges as per the number of
                                              tion which usually goes unnoticed and
14      The Journal of Institute of Public Enterprise
        Vol.30, 3&4 (2007)



the defects and deficiencies in this                        Delhi, Ministry of Railways (Railway
transportation are less felt as there is                    Board) Government of India.
no involvement of the passengers.                       Sharma     S.   P,    (1993)  “Railway
                                                           Establishment Rules and Labor Laws”,
References                                                 Delhi, Bahri Bros.

Agarwal A. K, (1990) “Railway                           Saraswati Rao Y, (1978) “The Railway
   Transportation Guide”, Saharanpur,                      Board”, New Delhi, S. Chand & Co.
   Verman & Co.                                            Ltd.

Government of India (1998) Citizens                     Saxena.N, (1993) “Know the Indian
   Charter for Passenger Services on                       Railways”, Delhi, Indian Railways
   Indian Railways, Railway Board, New                     Financial and Commercial Profile,
   Delhi : Ministry of Railways.                           Academic Foundation.

Government of India (2002) Status Paper                 Thoopal, R.K, (2000) “A Study on
   on Indian Railways Issues and                           Passenger Traffic and Connected
   Options, New Delhi : Ministry of                        Amenities”, Jabalpur, West Central
   Railways (Railway Board).                               Railway.

Rana, I.I.M.S. (2002) Chairman, Railway                 Vaidyanathan K.R, (2002) “150 Glorious
   Board, “Message to Stakeholders”.                        Years of Indian Railways”, Mumbai,
                                                            English Edition Public & Distribution
Rao A.V.S, (1986) “Service Sector                           Pvt. Ltd.
   Management in India”, Hyderabad,
   Allied Publishers.
Sahni J.N., (1953) “Indian Railways One
   Hundred Years 1853 to 1953”, New



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