International Journal of Research & Review (www.ijrrjournal.com) 44
Vol.6; Issue: 12; December 2019
International Journal of Research and Review
www.ijrrjournal.com E-ISSN: 2349-9788; P-ISSN: 2454-2237
Research Paper
Problems faced by Commuters at Ticketing Area of
Mumbai Suburban Railway Stations
Malhotra H, Patel P, Doshi M, Mestry P, Rampariya K, Vyas V
Department of Resource Management, Sir Vithaldas Thackersey College of Home Science (Autonomous),
SNDTWU, Juhu, Mumbai- 400049.
Corresponding Author: Malhotra H
ABSTRACT
Local trains are the lifeline of Mumbai city. The ever-growing number of people using railway facility
means: that the ease of purchasing a ticket is increasingly becoming a concern for commuters. Thus,
ticket counter becomes a vital prerequisite facility to access the Mumbai railways. The main aim of
this study was to identify the problems faced by the commuters using the facilities at the ticket
counters of Mumbai suburban railway stations. To study the above objective, observation method was
used to assess the ticketing area of six Mumbai suburban railway stations. Based on the observation, a
questionnaire was formulated and was used as an interview schedule for data collection. A sample
size of 126 commuters (60% female and 40% males) aged 16-30 years were surveyed using a
convenient sampling method. The results of the study showed that 30% commuters book the ticket
once in three or six months while 29% book once in a month whereas only 7% booked tickets daily.
The results revealed that the problems faced by the commuters were related to poor ventilation (59%),
insufficient movement space (39%) followed by lack of cleanliness and hygiene (37%), and improper
flooring (32%). In addition, 25%, 23% and 24% commuters found the ticketing area unsafe, noisy and
had improper signages respectively. Findings of this study will be useful for policymakers and
designers to work on an effective design of the ticketing area in order to reduce the discomfort and
problems of commuters.
Keywords: Ticketing area of Mumbai Railway, Problem faced by commuters, Ergonomic, Design,
Environment, Services.
I. INTRODUCTION
Mumbai is the financial and
commercial capital of India. Mumbai
wouldn’t have achieved this without the
lifeline of the city - its local trains. Lakhs of
people travel regularly and commute by
local trains.
[1]
The family system in India has
undergone dramatic changes in terms of
industrialisation, education and urbanization
in response to development. It is vital to
create spaces for females and males to
access their jobs smoothly. The need for
men to be strong individuals who engage in
profitable economic activities and for
women to take care of family and home
alone has changed dramatically.
Due to convenience, low
maintenance, and environmentally-friendly
nature, travelling by train is the best
candidate to satisfy passenger’s daily traffic
requirements.
[2]
Hence the purchase of a
train ticket becomes a necessary action in
many people’s daily commute and is
predominantly achieved through a ticketing
counter or machine.
[3]
As ticket counter is a vital
prerequisite facility to access the Mumbai
railways. Thus, the objective of the study is
to assess problems faced by commuters at
Malhotra H et.al. Problems faced by Commuters at Ticketing Area of Mumbai Suburban Railway Stations
International Journal of Research & Review (www.ijrrjournal.com) 45
Vol.6; Issue: 12; December 2019
ticketing area of Mumbai Suburban Railway
Stations.
II. Review of Literature
Railway has been the backbone for
commuters going to work in Mumbai since
the Colonial era. At the railway stations, due
to insufficient number of ticket windows
and lack of other facilities the commuters
suffer a lot.
[1]
Natural light can increase customers’
positive sense of station orientation and
identification and can be a potential energy
saving initiative.
[4]
Suburban Train Services in Indian
Railways, it was observed that many ticket
windows remained shut down due to
shortage of staff. Long queue of passengers
for tickets were noticed at some stations
despite Automatic Ticket Vending
Machines (ATVMs) having been provided.
[5]
According to an article in Mumbai
Mirror on the 27
th
December 2018- The
Western Railway had decided to reduce the
number of ticket windows at Andheri
Station and increase the number of ATVMs.
In response to this move, a lot of readers
found the UTS App and the ATVMs to be
inefficient.
III. METHODOLOGY
Sample size: The focus for the present
study was to survey young adults (age
16-30 years) using Mumbai Railway
Network and its ticketing facilities. For
this purpose, a total of 126 commuters
were surveyed.
Sampling Technique: Convenient
sampling method was used for the study.
Inclusion Criteria: Commuters
between the age of 16 - 30 years who
have been using the western Mumbai
railway facility and ticketing area for at
least 6 months and more.
Exclusion Criteria: Passengers with
disabilities, major health problems or
pregnant women were excluded from
the study.
Tools for data collection
Part 1: Observation of the Railway Ticket
booking area
The observation was done on 6 Mumbai
railway stations of western line. Observation
included 3 main stations i.e. Borivali (6
ticketing area), Andheri (3 ticketing area)
and Bandra (1 ticketing area); and 3 sub-
stations i.e. Kandivali (4 ticketing area),
Malad (2 ticketing area), Santacruz (4
ticketing area). All the issues related to
environment, ergonomics and services were
observed in order to prepare the data
collection tool.
Part 2: Questionnaire
In consonance with the observation, a well-
structured questionnaire was formulated to
record the problems of the commuters on
various ticket booking facilities. Opinion on
parameters like Lighting, Noise,
Ventilation, Movement Space, Signage’s,
Safety, Cleanliness/ Hygiene, Flooring,
Entry-Exit and accidents/injuries at ticketing
area were recorded.
IV. RESULT AND DISCUSSION
From Table 1, it could be seen that
the commuter’s frequency of travelling by
train was maximum for daily (65%). Most
young commuters travel by train for
educational purpose (61%) and for work
(34%). But, the frequency of commuters
using ticket window was found to be more
for ‘once in 3 or 6 months’ (30%) and ‘once
in a month’ (29%)and this could be due to
the fact that majority of the commuters were
pass holders (60%). During certain
circumstances, commuters used to book
single or return ticket (59%), use smart
cards/ATVM (44%) or apps (13%) for
booking tickets.
When classified with respect to gender, it
was observed that 68% of females were
students as compared to 50% males. Thus,
these were the major group using pass
facility. Remaining travel related
information was found to be similar for both
the genders.
Malhotra H et.al. Problems faced by Commuters at Ticketing Area of Mumbai Suburban Railway Stations
International Journal of Research & Review (www.ijrrjournal.com) 46
Vol.6; Issue: 12; December 2019
Table 1: Booking and travel related information of commuters
General Travel related Parameters
Male (n= 48)
Female (n=78)
Total(n= 126)
Sum
%
Sum
%
%
Frequency of travelling by train
Daily
33
68.78
49
62.82
65.08
2-3 times/week
10
20.83
14
17.94
19.05
Sometimes
5
10.42
15
19.23
15.87
Purpose of travel with train
Education
24
50
53
67.94
61.11
Work
23
47.91
20
25.64
34.13
Frequency of using ticket window
Daily
9
18.75
0
0
17.14
2-3 times/week
5
10.42
8
10.26
10.32
Few times/month
4
8.33
10
12.82
11.11
Once/month
9
18.75
27
34.62
28.57
Once/3 or 6 months (merged)
14
29.17
24
30.77
30.16
Rarely
7
14.58
9
11.54
12.7
Time of day for using the ticket counter
Morning
24
50
46
58.97
55.56
Afternoon
17
35.42
17
21.79
26.98
Evening
6
12.5
13
16.67
15.08
Night
1
2.08
2
2.56
2.38
Type or mode of ticket purchased
Single/return
26
54.17
48
61.54
58.73
Pass
24
50
52
66.67
60.32
Extension
2
4.17
5
6.41
5.56
ATVM / Smart card
26
54.17
29
37.18
43.65
Using Apps for booking tickets
8
16.67
9
11.54
13.49
Class of booked Pass/ Tickets
1st class
13
27.08
28
35.9
32.54
2nd class
35
72.92
50
64.1
67.46
Suburban Train Services in Indian
Railways, it was observed that many ticket
windows remained shut down due to
shortage of staff. Long queue of passengers
for tickets were noticed at some stations
despite ATVMs having been provided. This
indicated that usage of ATVMs has not been
adequately propagated or the equipment
provided was not user friendly.
[5]
Table 2 describes the opinions of
commuters on various environmental
parameters. With respect to lighting level,
56% commuters felt if moderately adequate.
From the view point of ventilation, around
(59%) of commuters felt the ticketing area
suffocating. However, 73% commuters felt
the need for more fans at the ticketing area.
When enquired about the noise level
majority of commuters felt it moderately
loud (56%) to very loud (23%). There was
no difference in rating among the genders
for environmental parameters thus
indicating similar trend for lighting, noise
and ventilation requirements.
The illumination at the enquiry and Booking
offices should be specially brightened up.
[6]
Table 2: Commuters opinions on various Environmental parameters
Environmental Parameters
Male (n= 48)
Female (n=78)
Total(n= 126)
Sum
%
Sum
%
Sum
%
Lighting
Adequate
18
37.5
26
33.33
44
34.92
Moderately adequate
26
54.17
45
57.69
71
56.35
Inadequate
4
8.33
7
8.97
11
8.73
Ventilation
Felt the ticketing area Suffocating
29
60.42
45
57.69
74
58.73
Felt the need for more fans
34
70.83
58
74.36
92
73.02
Noise
Normal
11
22.92
15
19.23
26
20.63
Moderately loud
27
56.25
44
56.41
71
56.35
Too loud
10
20.83
19
24.36
29
23.02
Malhotra H et.al. Problems faced by Commuters at Ticketing Area of Mumbai Suburban Railway Stations
International Journal of Research & Review (www.ijrrjournal.com) 47
Vol.6; Issue: 12; December 2019
Table 3 illustrates about the problems faced
by the commuters for movement and
circulation at the ticketing area. Around
39% experienced that the movement space
was inadequate. This could be supported by
the results where around 32% rated the
ticket booking area to be over crowded to
extremely crowded.
On an average, 64% of commuters
waited in the queue for around 4-10 minutes
while booking their pass/tickets. Moreover
69% commuters pointed out the circulation
problem with ‘same entry and exit’ and 51%
commuters felt pillars causing hindrance.
When compared between the groups;
movement space and crowd related problem
were more rated by males whereas females
identified more problems because of
hindrance caused by pillars and also passing
through ticket counter to reach railway
station.
Proper planning is essential to
decongest the entrance, separate entry/exit
gates to be provided at stations, wherever
feasible. All unauthorized entry points into
the stations irrespective of their class should
be closed excepting the specified exit and
entry.
[6]
Table 3: Movement and Circulation related Problem faced by the commuters
Movement / Circulation related parameters
Male (n= 48)
Female (n=78)
Total(n= 126)
Sum
%
Sum
%
Sum
%
Movement Space
Adequate
11
22.92
15
19.23
26
20.63
Moderately adequate
15
31.25
36
46.15
51
40.48
Inadequate
22
45.83
27
34.62
49
38.89
Average waiting time in a queue
1-3 min
11
22.92
20
25.64
31
24.6
4-6 min
15
31.25
28
35.9
43
34.13
6-10 min
18
37.5
19
24.36
37
29.37
More than 10 min
4
8.33
11
14.1
15
11.90
How crowded is ticketing area while booking ticket
Less crowded
2
4.17
9
11.54
11
8.73
Moderately crowded
28
58.33
46
58.97
74
58.73
Over crowded
14
29.17
17
21.79
31
24.60
Extremely crowded
4
8.33
6
7.69
10
7.94
Problems of circulation with same entry and exit
Yes
35
72.92
52
66.67
87
69.05
Problem faced while passing through ticket counter to reach railway station
Yes
19
39.58
39
50
58
46.03
Hindrance cause by pillars
Yes
17
35.42
47
60.26
64
50.79
Table 4 indicates design related problem about the ticketing area. Regarding seating facility,
(58%) commuters felt that there is a need for seating. With respect to colour scheme, (61%)
commuters were of the opinion that it was not pleasing. Nearly half of the commuters (55%)
faced problems while talking through glass cut- outs at ticket window and 54% felt the
signage ‘moderately adequate’. Flooring was also one of the important issues reported by
commuters with (32%) feeling it as improper.
Table 4: Viewpoint on Design related problems faced by commuters at ticket counter
Design related parameters
Male (n= 48)
Female (n=78)
Total(n= 126)
Sum
%
Sum
%
Sum
%
Need for seating
Yes
25
52.08
48
61.54
73
57.94
Colour scheme not pleasing
Yes
25
52.08
52
66.66
77
61.11
Problems faced while Talking through glass cut-outs
Yes
24
50
45
57.69
69
54.76
Signage
Clear
13
27.08
15
19.23
28
22.22
Moderately adequate
26
54.17
42
53.85
68
53.97
Inadequate
9
18.75
21
26.92
30
23.81
Flooring
Proper
12
25
20
25.64
32
25.4
Moderately adequate
20
41.67
34
43.59
54
42.86
Improper
16
33.33
24
30.77
40
31.75
Malhotra H et.al. Problems faced by Commuters at Ticketing Area of Mumbai Suburban Railway Stations
International Journal of Research & Review (www.ijrrjournal.com) 48
Vol.6; Issue: 12; December 2019
When compared for the perceptions
on design related issues among the two
genders, need for seating (62%),
modifications in current colour scheme
(61%) and change in glass cut-outs height
was more essential for female than for
males.
If there is a glass barrier between the
passenger and sales person at the ticket
counter, this shall either be removable or, if
not removable, an intercom system shall be
fitted.
[7]
Table 5 reflects about the outlook of
commuters on Safety and Services provided
at ticket booking area. It is very vital to note
that 15% of the commuters had an injury at
ticket booking area. Out of these, 13%
injuries were because of overcrowding and
10% due to slippery flooring. When
enquired about the first aid available after
injuries, only 7% replied agreed. Therefore,
it is very essential to work on the aspect of
flooring and circulation to reduce the
injuries at ticketing counter.
Pertaining to CCTV, only 32%
found them in the ticketing area. Regarding
cleanliness and hygiene, majority of
commuters felt it was moderately clean
(52%), while found it dirty (37%) found it
dirty. Commuters stated spitting (90%) and
throwing waste (71%) as the major factors
for unclean ticketing area. Approximately
42% also blamed the management for not
maintaining the cleanliness which happens
to be a concern for railway authority.
Similar opinion was observed on factors
related to Safety and Services among both
the genders.
During joint inspection of Mahim
station/WR, it was observed that in the
absence of cleaning contracts, platforms and
surrounding areas were very dirty. The
Station Master stated that Divisional
authorities had not finalized any cleaning
contract or provided housekeeping
staff/sweepers for the station. Thus, the
measures initiated by the Ministry of
Railways were neither effective nor
adequate to improve the state of cleanliness
at stations.
[5]
Table 5: Outlook on Safety and Services related parameters by the commuters
Safety and Services Parameters
Male (n= 48)
Female (n=78)
Total(n= 126)
Sum
%
Sum
%
%
Accidents or injury occurred
Any accident/ injury occurred
8
16.67
11
14.10
15.08
Cause of injury
Overcrowding area
7
14.58
9
11.54
12.7
Slippery flooring
5
10.42
7
8.97
9.52
Broken/uneven tile
1
2.08
5
6.41
4.76
First aid available at ticket counter
Yes
6
12.5
3
3.85
7.14
CCTV available at the ticketing area
Yes
20
41.67
20
25.64
31.75
No
28
58.33
51
65.38
62.70
Not observed
0
0
7
8.97
5.56
Cleanliness and Hygiene
Clean
4
8.33
10
12.82
11.11
Moderately clean
25
52.08
41
52.56
52.38
Dirty
19
39.58
27
34.62
36.51
Major Causes of unclean ticketing area
Spitting
42
87.5
71
91.03
89.68
People throwing waste
31
64.58
59
75.64
71.43
Not cleaned by management
19
39.58
34
43.59
42.06
Overflow dustbin
17
35.42
32
41.03
38.89
Dirty due to animal/birds
16
33.33
19
24.36
27.78
V. CONCLUSION AND
RECOMMENDATION
Buying a train ticket should be quick,
hassle-free and a pleasant experience. This
paper has identified amenities available at
the railway ticketing area and the ones that
need improvement that are significant for
passenger satisfaction. The major problems
faced by the commuters were insufficient
movement space, cleanliness and hygiene,
Malhotra H et.al. Problems faced by Commuters at Ticketing Area of Mumbai Suburban Railway Stations
International Journal of Research & Review (www.ijrrjournal.com) 49
Vol.6; Issue: 12; December 2019
flooring, lack of safety, noisy and improper
signages. Following are the
recommendations for each of them:
Crowd Reduction- Increase the number
of efficient ATVMs and Mobile booking
services to reduce the crowd at ticketing
area.
Insufficient movement space-
Distinguishing the ticket windows by
type of ticket/passes to reduce confusion
and waiting time at the counter.
Provision of barricades and handrails
between different queues.
Poor ventilation - increase in HVLS fans
(High Volume Low Speed Fan) and
windows for air circulation.
Cleanliness and hygiene- Improving the
frequency of cleaning, maintaining
cleaning contracts for main stations and
levying penalties for littering.
Flooring- Regular maintenance and
replacement of broken tiles which lead
to accidents and injuries.
Lack of safety- Installation and regular
maintenance of the CCTV and fire
safety equipment’s.
Improper signage- The various signages
and a plan of the railway station should
be clearly placed in the ticketing area
with large fonts.
VI. REFERENCES
1. Abhyankar, A., Narayanmorthy, A.,
Ramachandran, V., &Mhapankar, M.
(2012) A Survey on Mumbai Suburban
Local Train Travelers. Society of
Interdisciplinary Business Research,
1(1), 291–302.
2. Lee, Hyung-Woo, Ki-Chan Kim, and Ju
Lee. (2006) "Review of maglev train
technologies." IEEE transactions on
magnetics 42.7, 1917-1925.
3. Mukhopadhyay S., D. Ghosh, and N.
Debnath. (2012) "A new framework for
an efficient ticket booking scheme
based on mechanism design." Journal of
Computational Methods in Sciences and
Engineering 12. s1, 13-27.
4. Railway Board. (2009) Development of
World Class Stations through Public
Private Partnership. The Manual for
Standards and Specifications for
Railway Stations. Ministry of Railways.
Government of India.
5. General, C. A., & India, O. (2016)
Suburban Train Services in Indian
Railways.
6. Railway Board. (2012) Manual for
Standards and Specifications Manual
for Railway stations.
7. Department of Transport (2015) Design
Standards for Accessible Railway
stations.
******
How to cite this article: Malhotra H, Patel P, Doshi M et.al. Problems faced by commuters at
ticketing area of Mumbai suburban railway stations. International Journal of Research and
Review. 2019; 6(12):44-49.