QUESTIONNAIRE TO ELICIT INFORMATION REGARDING SERVICE QUALITY IN RAILWAY (Questionnaire for survey among passengers) Please put (\V) in the appropriate column. I Personal information: L Age : Below 300] 30-31] 40-4) 50-59L_ 60 and abov(4] 2, Sex 7 Mak] Female] 3. Occupation Student Business[] Salaried ]_— Professional] Others 4. How frequently do you avail the services of Railways? Daily Weekly Occasionally 4] Rarely] 5. Purpose of journey Study Employment] House hold matters“ Touring) 6, Type of train you frequently use Passenger [1] Express Superfast Jan Shatabdi 7, Traveling class Second ordinary — Second express7-] Sleeper clasL] AVC class 8, Rank your opinion as 1,2,3,4 & 5 about preference of rail service to other modes of transport. Low fare Comforts! Speed Security| Reliability 9. Rank your opinion as 1,2.3,4 about improvement in passenger amenities if you are rail passengers for more than a period of five years? Comforts Convenience] Safety Punctuality 1 IL TICKETING AND FACILITIES AT THE COUNTER i: 7 A) Ticketing Rank your opinion in the order of preference as 1, 2, 3, 4 & 5 for the following questions from 10 &12 10. Method of getting tickets Ticket counter{] e- ticketing Post-Offices-] Vending machine¢] Jana sadharan ticket agents[_]IL. Difficulty in e-ticketing Service charged] Automatic cancellation of waitlisted tickets~_]_ Change in name and boarding statiof] Connectivity problems[] 12. Do you favour introduction of more number of Rail Agents ticket counters? Yes] No 13. Ifyou are a season ticket holder, express your opinion by using a tick mark. Highly ; nae Highly satisfied | Satisfied | Moderate | Dissatisfied | 9: atisfied Number of unreserved coaches in trains. Fare in relation to comforts. Conversion of express trains into super fast 14, Express your opinion by using a tick mark. Highly satisfied satisfied | Moderate | Dissatisfied ae Availability of seats in Tatkal Tatkal period B) Facilities at the reservation/ ticket counter T5.Mark your opinion inthe appropiate | Highly i ae Highly y ; Satisfied | Moderate | Dissatisfied | column by putting a tick(\/) mark Satisfied dissatisfied ‘Number of Reservation Counters Working hours of reservation counters ‘Aavance booking period Tor reservation Safety and security at the counterII FACILITIES AT PLATFORMS AND STATIONS 16, Please mark your opinion by Putting a tick mark Excellent | Good Satisfactory | Poor Very poor Basic amenities Cleanliness on platforms Security at stations and platforms Drinking water arrangements Waiting rooms Relig rooms & Cloak rooms Seating, fans and lighting facility Pay and use toilets Modern amenities ATM facility Refteshment/food plazas Touch screen system Signage and coach indication boards Television and Audio systems Out-station or transportation facilities Availability of porters and trolleys Parking facility Availability of Auto/Taxi/Buses 17. Have you ever faced with any offences on platforms like: Public Nuisance Seat comer Theft of property] Others (specify) 18. Ifyou have lodged any complaints to the railway authorities, specify A) The method used: Complaint book kept in trains/stations 1 Written complaints to higher officials (1 Oral complaints Complaints through E-mai B) Response to your complaints: Not acknowledged] Acknowledge with usual excuse] Assurance received to take corrective action] Corrective action taken [1] Penalized the concemed employed]