A Study On Customer Perception Towards Fastag With Reference To Tirunelveli And Thoothukudi District

Abstract

This study investigates customer perception towards the FASTag toll collection system, specifically in the districts of Tirunelveli and Thoothukudi, Tamil Nadu. With the rapid growth of digitalization in India, the government introduced FASTag as a solution to reduce congestion, fuel consumption and pollution at toll booths. The primary goal of the study is to understand how customers perceive and are satisfied with the FASTag system and whether demographic factors (such as age, gender, marital status and education) influence customer satisfaction. The study employs quantitative research methods, using a sample of 250 respondents from both districts. Data was collected through a structured questionnaire and analyzed using statistical techniques such as ANOVA, Chi-Square and Pearson’s Correlation. The findings reveal that demographic factors significantly influence customer perception, with age, gender and marital status affecting satisfaction levels. Moreover, satisfaction factors such as ease of use, time-saving and service quality strongly correlate with overall customer satisfaction. These results suggest that the FASTag system is well-received by users, although there are areas, such as customer support and service availability, that could benefit from improvement. The study concludes that demographic variations play a role in shaping user experiences and optimizing satisfaction factors can enhance the overall effectiveness of the FASTag system. The results provide valuable insights for policymakers and stakeholders to improve the FASTag system and encourage wider adoption.