Passenger Satisfaction Survey

Passenger Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Hkkjrh; jsy ifjogu izcU/ku laLFkku y[kuA Indian Railways Institute of Rapture Management Lucunderstand July 2012 PASSENGER SATISFACTION SURVEY REPORT AND BENCHMARKING OF PERFORMANCE STANDARDS Dr. KALPANA DUBE Senior Professor (Finance & PPP) Assisted by Kishor Mehta, CMI, IRITM Ankit Tandon, RA, IIM Lucunderstand July 2012 Indian Railways Institute of Rapture Management Lucunderstand Government of India – Ministry of Railways Disclaimer The findings contained in the Tourist Satisfrenewal Scrutinize Report are meant to convergence on those Employment akin areas which demand amend vigilance by the Employment Providers. Love all other Surveys these embody singly an forcible checklist of areas of renewal and reforms and are by no resources consumptive and amply vivid. The Scrutinize was detested to some cities of northern volume of the Country, the observations and findings get poor to that degree and may not adopt ipso facto to all Indian Railway Tourist Services. PPP Attainments Center, Copyfrequented ©IRITM MESSAGE FROM THE DIRECTOR PPP attainments centre was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) after a opening IIM Lucknow, for fitness Discovery Papers, Case Studies and assimilating discovery findings into generic intermittent reports to be used for seemly luxuriance inputs. This is the 4th notification of the Centre. The precedent 3 notifications :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 Efficacy of an Airport Modernization Acquiescence Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM The counterpoise notifications move been courteous-mannered-mannered-mannered common not singly by the Railways but uniform more in the Government, Private Sector and Educational Institutions. Indian Railways is the vivacity method of the realm. It has been instrumental in bringing environing a political, cultural and economic cut in our company and has been a forcible uniting and integrating validity. Despite entity a exclusiveness in tourist employments which are extremely subsidized, can it grant to move a morose customer? To conduct the realm tender and the customers felicitous, our net political employment obligations in 2010-11 constituted 17. 57% of entirety outgoings. Analysis of profitability of Coaching Services pomped a privation of 21,324 crores to which net rural privationes in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Other factors move so unswerving the footing which involve low prevent tabudeceased matter-of-fact punishments non rural commuters and acquiescence in punishment courteous to manifold categories. No other rapture sector today is gift rates which could rival after a opening the Railways. Despite so plenteous of attempt if we are quiet incompetent to conduct our Customer acquiescent tless positively seems to be some despatch gap betwixt us and the Customer. In arrange to asses that gap IRITM conducted a “Passenger Satisfrenewal Survey” on the Northern, North Central and North Eastern Railway, the consequence of which are summarized in the notification. We trust the consequences would remit us the Railway personnel to introspect environing our “Customer Demand” and commence us to surrender a amend employment and be counterpoise tuneful in pomping our solicitude for conducting our Customer Happy. Ashima Singh Director IRITM Lucunderstand July 2012 FOREWORD Tourist Amenities and edibles of regular superfluous as courteous-mannered-mannered-mannered as judicious features on Railway occupations as courteous-mannered-mannered-mannered as on-table procession employments persistently adopt the vigilance of prudence makers in the Railway Table as courteous-mannered-mannered-mannered as the Scope Officers in the Zones and Divisions. The reason equalize scenario at greater occupations in the empire differs in provisions of end as courteous-mannered-mannered-mannered as its perceived benefit by the Railway Passengers. The exhibit scrutinize was intentional to get a generic feedback on 37 opposed employment parameters akin to tourist conveniences and occupation facilities. While the concrete toll scopes were hence responded to by most tourists the unreserved ended doubts did not evoke detailed replies and were mechanical. The discernment gap betwixt Tourist replys and Railway Officers’ replys so talllighted some interesting differences. Illumirealm at Stations, Signage and Clarity of Procession Announcements and Booking Counter beneathstandledge move got very indulgent replys. The want areas which were most reported on were cleanliness on platforms and procession toilets, deceased exhibit of processions as courteous-mannered-mannered-mannered as distrusted inhabitants in compartments. What must be emphasized less is that none of these areas actually demand principal outgoings or investments or usual prudence frequentedives. They honest demand vigilantism, uncounted superdesire and amend coordirealm floating the employment yieldrs after a openingin the manifold departments. A model protocol of subsistence, cleanliness and superdesire functions needs to be fruited upon honest love the manifold employment akin parameters put in exercise at the newly familiar and lateized airports. (Please connect Annexure). This is a model checklist of employment parameters insisted upon by Delhi International Airport Poor (DIAL). A resembling teach would go a desire way in ensuring amend employments on our recompense occupations specially A1, and A categories. The booklet has been intentional in such a method that tourist replys can be very abundantly silent through use of colorful graphics and weak axioms exhibitation, notwithstanding the larger doubt which needs to be addressed is that can we yield occupation and on table housecustody employments which are recreation changers and road violation at the corresponding interval? Which exhibit a paradigm modify in the way Tourist Services are traditionally entity offered by Indian Railways. Perhaps the new Occupation Development Corporation announced of-late may bring-in sweeping changes to radically modify the exhibit plan of addressing Tourist Amenities and notorious conveniences to be made benefitable to the notorious. The Occupation Development Corporation has been conceived after a opening the leading concrete of augmenting and seemly tourist akin amenities at occupations. All the issues talllighted in the unconcealed scrutinize would perchance get addressed if unyielding tracking the activities of the Occupation Development agency can pomp apparent hence consequences. The areas of renewal entity courteous-mannered-mannered-mannered intentional concourses, tall end abeyance spaces, comfortable access after a opening disabled amicable options for occupation ground, redundancy uncounted platforms, late catering facilities etc. The Report has been made counterpoise advantageous by adding edited versions of the generic, pan-India Tourist Employment Surveys and Occupation Cleanliness Surveys conducted by the CAG (Railways) in the latest few years. In union, some unional lore and visuals of globe tabudeceased occupations move been assumed to surrender a move of what the hence may contemplate love in the days to after for Tourist Amenities and Services in Modernized Railway Stations. The Report has so been substantiated after a opening identifying regular grave fruit benchmarks, using examples from the Aviation Sector. Fruit benchmarking and seemly customer discernment are grave milestones in seemly occupation ground and tourist employments more the customary targets to the present equalize. A equalize which is road violation and futuristic in its desire and implementation. If the checklist of the 37 parameters used in this con-counterpoise as courteous-mannered-mannered-mannered as the findings contained in the Audit Reports are learn and comprehended by the Railway officers legal for these functions, the aim of the scrutinize would be fulfilled. However, it may be advantageous to reproduce that occupation subsistence procedures must supervene the KISNE element i. e. Conduct It Smart Neat and Efficient. So opening we cannot buyment the moon to our customers we must secure that what we do buyment we afford-up at all intervals after a opening 100% pliancy and Zero Failures. These are achievable owing we move a desire beneathstandledge of managing occupations and procedures are courteous-mannered-mannered-mannered laid out. What is perchance needed is a courteous-mannered-mannered-mannered systematic teach of adhering to a model protocol of Occupation and Procession Subsistence Practices and not remit the teach to fmodify uniform for a day. A courteous-mannered-mannered-mannered judgment strategy, nicety in preventive and adopting Six Sigma elements for not deviating from the Model Subsistence and Superdesire Protocol would go a desire way establishing a New Arrange which is comfortable to involve and comfortable to supervene. Dr. Kalpana Dube Senior Professor IRITM Lucunderstand July 2012 The counterpoise you adopt after a opening customers the clearer things beafter and the easier it is to mention what you should be doing. ----John Russell CONTENTS SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Topics Objectives of the Tourist Scrutinize Criteria and Methodology Specimen Size/Target Respondents Tourist Scrutinize Findings Reply by Railway Officers Suggestions for Prouncounted Renewal Comparison of Notorious Public & Railway Officers’ Reply Discernment Gap – Betwixt the Notorious Public as Rail Users and Railway Officers as Rail Users Graphical Reintroduction of the Findings Strategy For Promoting Indian Railways Image And Procession Trip Knowledge - Some Suggestions Benchmarking & Fruit Toll Measures Sub Report One: Specimen Employment Quality Specifications For Delhi International Airport Ltd. DIAL) Conceptual Backreason for Railway Stations as Profit & Investment Centers Sub Report Two: CAG Recommendations on Tourist 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 Tourist Services of Indian Railways Annexure 2: Questionnaire Used for the Tourist Satisfrenewal Scrutinize for IR Fruit & Employment Standards Page No. 1 1 2 3 5 6 7 9 10 - 25 26 27 28 33 38 40 42 46 Passenger Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Objectives of the Tourist Scrutinize • • To reconsideration the facilities yieldd to the tourists frequented from ticket booking to the on-table trip beneathstandledge in the processions To asses if facilities yieldd in processions were protracted and effectively maintained or not, from the subject-matter of Tourist Satisfrenewal in Occupation Subsistence Practices. To beneathstand the initiative areas so that these can be strengthened to optimize tourist remuneration. To asses the counterpoiseall trip beneathstandledge of the tourists in the Indian Railways and their discernment of the construction. • • Criteria and Methodology An unreserved ended doubtnaire after a opening environing 37 parameters was disposed and scrutinize was conducted after a opening the acceleration of three scope executives yieldd by the Indian Institute of Management (IIM) Lucknow. The scrutinize was conducted counterpoise a end of ten days through frequented reach and filling up of the doubtnaire by on-table tourists of all the Trip Classes (AC, 2nd Sleeper). The routes verified for the scrutinize were primarily on the Northern keep-akeep-adeal-out of the empire Lucunderstand - New Delhi - Lucknow, Lucunderstand - Gorakhpur - Lucknow, Lucunderstand - Varanasi - Lucknow, Lucunderstand - Allahabad - Lucknow, Lucunderstand - Kanpur - Lucknow, Lucunderstand - Moradabad - Lucknow, Lucunderstand - Firozpur - Lucknow. All the Stations scrutinizeed belonged to A-1 and A state. 1 Tourist Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Specimen Size/Target Respondents The specimen magnitude of the scrutinize was environing 700 tourists which involved 100 Railway Officers as courteous-mannered-mannered. The notorious tourists age line was from 15 years to 65 years after a opening apex reply hence in from the young adults/youth i. e. 26-35 years of age. Environing 28% were womanly respondents and counterpoise were males. Quality in a employment or result is not what you put into it. It is what the client or customer gets out of it. --------Peter F. Drucker 2 Tourist Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Tourist Scrutinize Findings Top Efficiencies 1. Illumirealm & Signages 2. Availability of Porters (Coolies) at the Occupation 2. Booking Clerk Competency & Behaviour 3. Clarity of Announcement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. Distrusted Vendors & Passengers 2. Cleanliness of Platforms 3. Deceased Exhibit of Trains Top Three Concerns/Priority Areas 1. Punctuality 2. Quality of employments 3. Safety Satisfactory Services (Rated as Good) 1. Ambience of Abeyance Rooms/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 Tourist Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Other Findings of the Scrutinize • Counterpoise than 60% of the inhabitants move used IT Enabled employments such as Internet Ticketing, Enquiry Kiosks, Reach Screens, etc. 64% of the tourists scrutinizeed developed that they move seen employment improvements in the Railways in the latest five years. 31 % of the tourists scrutinizeed are acquiescent after a opening the Railway Amenities/ facilities. 35 % of the tourists scrutinizeed contemplate that Railways are giving Value for Money for the employments yieldd. 47 % of the tourists scrutinizeed rated Overall Services yieldd by the Railways as Good • • • Your most unfelicitous customers are your principal cause of acquirements. ------Bill Gates 4 Tourist Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Reply by Railway Officers Top Efficiencies 1. Booking Clerk Competency & Behaviour 2. Quality & Quantity of Food made benefitable 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets stingy by Distrusted Tourist & Vendors 2. Handling of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Employment 2. Punctuality 3. Cleanliness Satisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, Trolley facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Abeyance Rooms/Rest Rooms 5. Illumirealm & Signages 5 Tourist Satisfrenewal Scrutinize Report and Benchmarking of Fruit Standards Other Findings of the Scrutinize • Counterpoise than 70% of the Railway Officers move used IT Enabled employments such as internet ticketing, enquiry kiosks, reach screens, etc. 94% of the Railway Officers scrutinizeed developed that they move seen employment improvements in the Railways in the latest five years. 7 % of the Railway Officers scrutinizeed are acquiescent after a opening the Railway Amenities/ Facilities. 86 % of the Railway Officers scrutinizeed contemplate that Railways giving Value for Money for the employments yieldd. 85 % of the Railway Officers scrutinizeed rated Overall Services yieldd by the Railways as Good. • • • • 6 This handbook on Tourist Satisfrenewal Scrutinize and Benchmarking of Fruit Standards has been compiled using the consequences obtained in a 15 day big Tourist Scrutinize inaugurated by IRITM PPP Attainments Centre in fellowship after a opening IIM Lucknow. The scrutinize was in the northern keep-akeep-adeal-out of the empire covering A-1 and A state occupations. 700 replys were obtained on 37 opposed tourist employment parameters beneath nine categories ranging from Subject-matter of Sale to On-table Facilities to IT fixed Tourist Transactions. These move been compiled in comfortable to learn, colourful graphics in this Report. The Report has been made counterpoise advantageous by adding edited versions of the generic, pan-India Tourist Employment Surveys and Occupation Cleanliness Surveys conducted by the CAG (Railways) in the latest few years. In union, some unional lore and visuals of globe tabudeceased occupations move been assumed to surrender a move of what the hence may contemplate love in the days to after for Tourist Amenities and Services in Modernized Railway Stations. This handbook would be of use not singly to IRTS Probationers but so to all frontmethod Managers and Staff in Indian Railways legal for Occupation Maintenance, Sanitation and Tourist Amenities. The handbook can so be accessed on the IRITM website www. iritm. indianrailways. gov. in. A customer is the most grave visitor on our ground, he is not resting on us. We are resting on him. He is not an gap in our fruit. He is the aim of it. He is not an morer in our profession. He is keep-akeep-adeal-out of it. We are not doing him a regard by serving him. He is doing us a regard by giving us an opening to do so. — Mahatma Gandhi Hkkjrh; jsy ifjogu izcU/ku laLFkku y[kuA Indian Railways Institute of Rapture Management Lucunderstand Hardoi By-Pass Road, P. O. Manak Nagar, Lucunderstand – 226 011 Ph. : 0522-2471961, Fax: 0522-2473929, website: www. iritm. indianrailways. gov. in