Sakthipriya, E and Sudhakar, K (2024) A Study On Passengers Perception Towards IRCTC Services In Coimbatore Junction. A Study On Passengers Perception Towards IRCTC Services In Coimbatore Junction, 30. pp. 10499-10501. ISSN 2148-2403

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Abstract

The study endeavours to investigate the perceptions of passengers regarding the
services provided by the Indian Railway Catering and Tourism Corporation (IRCTC)
at Coimbatore Junction, a bustling railway hub in southern India. In an era
characterized by increasing reliance on rail transport and digital technology,
understanding passenger sentiments towards IRCTC’s offerings is paramount for
enhancing service quality and customer satisfaction. The study adopts descriptive
research method approach, comprising both quantitative surveys and qualitative
interviews, to capture a nuanced understanding of passengers’ perspectives.
Through the survey instrument, data will be collected on various aspects such as
booking experience, onboard amenities, ticketing processes, cleanliness, and overall
satisfaction levels. Additionally, qualitative interviews will provide deeper insights
into the underlying reasons behind passengers’ perceptions, allowing for a more
thorough exploration of their experiences and preferences. By examining
passengers’ perceptions towards IRCTC services, this study seeks to identify key
areas of improvement and opportunities for enhancement. Findings from the
research are expected to offer actionable insights for IRCTC and railway authorities
to optimize service delivery, streamline operations, and foster positive passenger
experiences. Moreover, the study contributes to the broader literature on
transportation management and customer satisfaction within the railway sector.
Ultimately, the research aims to contribute towards the overarching goal of
providing a seamless and enjoyable travel experience for passengers utilizing the
facilities and services offered by IRCTC at Coimbatore Junction and beyond.

Item Type: Article
Divisions: PSG College of Arts and Science > Department of Management Sciences
Depositing User: Dr. B Sivakumar
Date Deposited: 17 Feb 2026 06:10
Last Modified: 17 Feb 2026 06:10
URI: https://ir.psgcas.ac.in/id/eprint/2603

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