Passenger Satisfaction Survey Essay Example for Free

passenger Satisfaction work Essay companionship centre was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for writing Research Papers, Case Studies and assimilating research findings into across-the-board periodic reports to be use for improving training inputs. This is the 4th publication of the Centre. The earlier 3 publications 1. Ideas on PPP, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM Ashish Shukla 2. A Handbook on Project Finance PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM Ankit Tandon 3. Studying the cleverness of an Airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. PPP), IRITM The above publications have been well received not nevertheless by the railway systems but raze outside in the G overnment, Private Sector and Educational Institutions. Indian lines is the invigoration line of the nation. It has been instrumental in bringing about a social, cultural and economic revolution in our society and has been a strong uniting and integrating force. Despite being a monopoly in rider services which are gameyly subsidized, can it afford to have a dis well-off client?To confirm the nation moving and the customers happy, our net social service obligations in 2010-11 constituted 17. 57% of total expenditure. psychoanalysis of profitability of Coaching assistances showed a loss of 21,324 crores to which net suburban losses in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. other(a) factors have also accelerated the situation which include low second class ordinary fares non suburban commuters and concession in fare ext terminate to various categories. No other transport sector forthwith is offering rates which could compete with the railway systems.Despite so much of effort if we are still uneffective to keep our Customer satisfied there certainly seems to be whatever communication gap amidst us and the Customer. In order to asses that gap IRITM conducted a passenger Satisfaction purview on the compass northern, North Central and North Eastern Railway, the result of which are summarized in the publication. We hope the results would allow us the Railway personnel to introspect about our Customer Demand and initiate us to pop off a separate service and be more vocal in showing our concern for keeping our Customer Happy. Ashima Singh music director IRITM Lucknow July 2012FOREWORD Passenger Amenities and provision of certain essential as well as enviable features on Railway move as well as on-board train services continually take away the attention of policy makers in the Railway Board as well as the Field Officers in the Zones and Divisions. The ground level scenario at major stations in the verdant differs in terms of reach as well as its perceived usefulness by the Railway Passengers. The present survey was knowing to get a comprehensive feedback on 37 different service parameters related to passenger creature comforts and station facilities.While the objective assessment fields were readily responded to by most passengers the open ended questions did not elicit detailed replies and were perfunctory. The light gap between Passenger receptions and Railway Officers responses also highlighted some interesting differences. Illumination at mail services, Signage and uncloudedness of Train Announcements and Booking Counter experience have got very(prenominal) favorable responses. The deficiency areas which were most reported on were cleanliness on platforms and train toilets, late running of trains as well as unauthorized mountain in compartments.What must be emphasized here is that none of these areas actually overtop capital expenditure or investments or repeated policy directives. They just require vigilantism, active lapse and better coordination among the service providers within the various departments. A standard protocol of maintenance, cleanliness and supervision func tions needs to be worked upon just the like the various service related parameters put in routine at the unseasonedly developed and forward-lookingized airports. (Please refer Annexure). This is a standard checklist of service parameters insisted upon by Delhi existence-wide Airport Limited (DIAL).A similar drill would go a long way in ensuring better services on our premium stations especially A1, and A categories. The booklet has been designed in such a manner that passenger responses can be very easily understood through with(predicate) use of colorful graphics and simple data presentation, however the larger question which needs to be addressed is that can we provide station and on board housekeeping services which are indorse changers and path breaking at the same time? Which reflect a paradigm shift in the way Passenger service are traditionally being offered by Indian Railways.Perhaps the new Station knowledge Corporation announced recently may introduce sweeping cha nges to radically turn the present system of addressing Passenger Amenities and general conveniences to be do available to the public. The Station Development Corporation has been conceived with the primary objective of augmenting and improving passenger related amenities at stations. each the issues highlighted in the current survey would perhaps get addressed if fast tracking the activities of the Station Development agency can show visible early results.The areas of action being well designed concourses, high end waiting spaces, easy access with disabled friendly options for station premises, congestion free platforms, modern catering facilities etc. The discipline has been make more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the exist few years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what th e future may look like in the days to come for Passenger Amenities and operate in Modernized Railway Stations.The Report has also been substantiated with identifying certain important performance benchmarks, development examples from the Aviation Sector. carrying out benchmarking and improving customer perception are important milestones in improving station premises and passenger services beyond the customary targets to the next level. A level which is path breaking and futuristic in its vision and implementation. If the checklist of the 37 parameters used in this study as well as the findings contained in the Audit Reports are read and comprehended by the Railway officers responsible for these functions, the purpose of the survey would be fulfilled.However, it may be useful to repeat that station maintenance procedures must follow the KISNE principle i. e. Keep It Smart Neat and Efficient. Also plot we cannot promise the moon to our customers we must ensure that what we do p romise we deliver at all time with 100% efficiency and Zero Failures. These are achievable because we have a long experience of managing stations and procedures are well laid out. What is perhaps needed is a well established drill of adhering to a standard protocol of Station and Train nutrition Practices and not allow the drill to falter even for a day.A well thought strategy, precision in execution and applying Six Sigma principles for not deviating from the standard Maintenance and Supervision Protocol would go a long way establishing a New swan which is easy to replicate and easy to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. Objectives of the Passenger Survey Criteria and Methodology Sample Size/Target Respondents Passenger Survey Findings Response by Railway Officers Suggestions for Proactive Action Comparison of General Public Rai lway Officers Response Perception fissure Between the General Public as Rail Users and Railway Officers as Rail Users Graphical agency of the Findings Strategy For Promoting Indian Railways Image And Train Travel Experience Some Suggestions Benchmarking murder Assessment Measures deputize Report One Sample Service lumber Specifications For Delhi International Airport Ltd. DIAL) Conceptual Background for Railway Stations as Profit Investment Centers Sub Report Two CAG Recommendations on Passenger Services in Indian Railways 2008-09 Sub Report Three CAG Recommendations on Cleanliness and Sanitation on Indian Railways 2007-08 Annexure 1 Citizen Charter on Passenger Services of Indian Railways Annexure 2 Questionnaire Used for the Passenger Satisfaction Survey for IR act Service Standards Page NoPassenger Satisfaction Survey Report and Benchmarking of Performance Standards Objectives of the Passenger Survey To review the facilities provided to the passengers right from tick et booking to the on-board survive experience in the trains To asses if facilities provided in trains were adequate and effectively maintained or not, from the point of Passenger Satisfaction in Station Maintenance Practices. To know the priority areas so that these can be strengthened to optimize passenger satisfaction.To asses the overall travel experience of the passengers in the Indian Railways and their perception of the organization. Criteria and Methodology An open ended questionnaire with about 37 parameters was disposed(p) and survey was conducted with the help of three field executives provided by the Indian Institute of Management (IIM) Lucknow. The survey was conducted over a period of ten days through direct contact and filling up of the questionnaire by on-board passengers of all the Travel Classes (AC, 2nd Sleeper).The routes identified for the survey were mainly on the Northern part of the country Lucknow New Delhi Lucknow, Lucknow Gorakhpur Lucknow, Lucknow Varanasi Lucknow, Lucknow Allahabad Lucknow, Lucknow Kanpur Lucknow, Lucknow Moradabad Lucknow, Lucknow Firozpur Lucknow. All the Stations surveyed belonged to A-1 and A category. 1 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Sample Size/Target Respondents The sample size of the survey was around 700 passengers which included 100 Railway Officers as well.The general passengers age profile was from 15 years to 65 years with maximum response coming in from the young adults/youth i. e. 26-35 years of age. About 28% were female respondents and balance were males. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. Peter F. Drucker 2 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Passenger Survey Findings Top Efficiencies 1. Illumination Signages 2. Availability of Porters (Coolies) at the Station 2.Booking Clerk Competency Behaviour 3. Clarity of Annou ncement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. unaccredited Vendors Passengers 2. Cleanliness of Platforms 3. Late Running of Trains Top Three Concerns/ precedence Areas 1. Punctuality 2. Quality of services 3. Safety adapted Services (Rated as Good) 1. Ambience of waiting retinue/Rest Rooms 2. Seating, Water, Trolley facilities at the Platform 3. Pricing of Food 4. Linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 Passenger Satisfaction Survey Report and Benchmarking of Performance StandardsOther Findings of the Survey More than 60% of the people have used IT Enabled services such as Internet Ticketing, Enquiry Kiosks, Touch Screens, etc. 64% of the passengers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 31 % of the passengers surveyed are satisfied with the Railway Amenities/ facilities. 35 % of the passengers surveyed think that Railways are giving Value for Money for the services provided. 47 % of the passengers surveyed rated Overall Services provided by the Railways as Good Your most unhappy customers are your greatest rootage of learning. Bill Gates 4 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Response by Railway Officers Top Efficiencies 1. Booking Clerk Competency Behaviour 2. Quality Quantity of Food made available 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets occupied by Unauthorized Passenger Vendors 2. Handling of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Service 2. Punctuality 3. CleanlinessSatisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, Trolley facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Waiting Rooms/Rest Rooms 5. Illumination Signages 5 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey More than 70% of the Railway Offic ers have used IT Enabled services such as internet ticketing, enquiry kiosks, touch screens, etc. 94% of the Railway Officers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 7 % of the Railway Officers surveyed are satisfied with the Railway Amenities/ Facilities. 86 % of the Railway Officers surveyed think that Railways giving Value for Money for the services provided. 85 % of the Railway Officers surveyed rated Overall Services provided by the Railways as Good. 6 This handbook on Passenger Satisfaction Survey and Benchmarking of Performance Standards has been compiled using the results obtained in a 15 day extensive Passenger Survey launched by IRITM PPP Knowledge Centre in association with IIM Lucknow.The survey was in the northern part of the country covering A-1 and A category stations. 700 responses were obtained on 37 different passenger service parameters under nine categories ranging from Point of deal to On-board Fac ilities to IT based Passenger Transactions. These have been compiled in easy to read, colourful graphics in this Report. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years.In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. This handbook would be of use not besides to IRTS Probationers but also to all frontline Managers and Staff in Indian Railways responsible for Station Maintenance, Sanitation and Passenger Amenities. The handbook can also be accessed on the IRITM website www. iritm. indianrailways. gov. in.