project report on the customer’s perception on the usage of
DESCRIPTION
It is based on 200 surveys to know the customer's perception on the usage of IRCTCTRANSCRIPT
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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