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Project Report on the Customer’s Perception on the Usage Of

Project Report on the Customer’s Perception on the Usage Of

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Published by Lawi Anupam
It is based on 200 surveys to know the customer's perception on the usage of IRCTC
It is based on 200 surveys to know the customer's perception on the usage of IRCTC

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Published by: Lawi Anupam on Dec 15, 2009
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05/11/2014

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PROJECT REPORT ON THE CUSTOMER’S PERCEPTION ON THE USAGE OF IRCTC

Indira Naidu Lawi Anupam Pulasta 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 AsiaPacific 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 Questionnaire
Close ended questions

Collection and identification of data
Informal interviews

Sampling design and sample size
Different age groups, sex and education level. At Railway station, Reservation counters, Different areas of Visakhapatnam


Chi Square – determining whether a systematic
association exists between the two variables. Goodness-of-fit test

Data Analysis

Step 1  Ho: there is no association among the variables  Ha: there is an association between the variables Step 2  ά value is 0.05 Step 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

Response
Awareness Overall quality of service Safety & confidence Overall satisfaction 37% - aware 40% - good 37% - highly confident 49% - highly satisfied

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

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)

Response
Awareness Overall quality of service Safety & confidence Overall satisfaction 35% - somewhat aware 35% - good 41% - confident 41% - somewhat satisfied

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

Factor Analysis
PRINCIPAL 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 loadings

sum

of

squared

1

Customer perception and satisfaction

awareness Safe& confidence Operating hours Clarity of interaction Variety of Transactions Overall satisfaction

31.25

2

Service quality

Service quality Ease in navigation

21.68

Suggest to A friend

3

convenience

Easy to use Easy to get

18.059

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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. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. Communalities Initial 1.000 Q1(awareness) Q2 (easy to use) Q3(easy to get) Q4 (overall service quality) Q5(ease in navigation) Q7(suggest IRCTC to a friend) Q8(safe & confidence) Q9(satisfaction with operating hours) Q10(variety of transactions) Q11(clarity of interaction) Q12(overall satisfaction) Extraction Method: Principal Component Analysis. 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 .880 .903 .635 .549 .690 .635 .660 .786 .784 .840 Extraction .448 .824 727.246 55 .000

Total Variance Explained Compone nt Total Initial Eigenvalues % of Cumulative Variance % 45.879 13.282 11.840 7.291 5.705 4.218 3.792 3.197 1.871 1.567 1.358 45.879 59.161 71.001 78.291 83.996 88.215 92.006 95.203 97.074 98.642 100.000 Extraction Sums of Squared Loadings Total % of Cumulative Variance % 45.879 13.282 11.840 45.879 59.161 71.001 Rotation Sums of Squared Loadings Total % of Cumulative Variance % 31.255 21.687 18.059 31.255 52.942 71.001

1 2 3 4 5 6 7 8 9 10 11

5.047 1.461 1.302 .802 .628 .464 .417 .352 .206 .172 .149

5.047 1.461 1.302

3.438 2.386 1.986

Extraction Method: Principal Component Analysis.

Component Matrixa Component 1 .466 Q1(awareness) Q2 (easy to use) Q3(easy to get) Q4 (overall service quality) Q5(ease in navigation) Q7(suggest IRCTC to a friend) Q8(safe & confidence) Q9(satisfaction with operating hours) Q10(variety of transactions) Q11(clarity of interaction) Q12(overall satisfaction) .574 .550 .656 .534 .609 .765 .662 .847 .798 .857 .724 .755 -.144 .243 .059 -.222 -.316 -.106 -.221 -.198 -.163 -.173 .428 .453 .562 .031 -.349 -.240 -.314 -.259 2 -.186 3 .443

Extraction Method: Principal Component Analysis. a. 3 components extracted.

Rotated Component Matrixa Component 1 .204 Q1(awareness) Q2 (easy to use) Q3(easy to get) Q4 (overall service quality) Q5(ease in navigation) Q7(suggest IRCTC to a friend) Q8(safe & confidence) Q9(satisfaction with operating hours) Q10(variety of transactions) Q11(clarity of interaction) Q12(overall satisfaction) .206 .180 .336 .068 .147 .652 .808 .802 .852 .858 .131 .109 .721 .655 .797 .450 .080 .259 .178 .254 .906 .927 .042 .341 .183 .087 .034 .275 .166 .199 2 .634 3 -.071

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 Factors no

Variables

Initial Rotation Eigenvalues sum of squared loadings 2.650 20.651

1

Customer perception and satisfaction IT advancement Maintenance of roads

Development of prime lands and old building Town planning mechanism 2 3 Hygienic environment Fund collection Drainage system Pest control Tax collection Water supply 1.115 14.946 1.174 19.288

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