Passenger Satisfaction Survey

Traveler Satisfaction Survey Report and Benchmarking of Performance Standards Hkkjrh; jsy ifjogu izcU/ku laLFkku y[kuA Indian Railways Institute of Transport Management Lucknow July 2012 PASSENGER SATISFACTION SURVEY REPORT AND BENCHMARKING OF PERFORMANCE STANDARDS Dr. KALPANA DUBE Senior Professor (Finance and PPP) Assisted by Kishor Mehta, CMI, IRITM Ankit Tandon, RA, IIM Lucknow July 2012 Indian Railways Institute of Transport Management Lucknow Government of India †Ministry of Railways DisclaimerThe discoveries contained in the Passenger Satisfaction Survey Report are intended to concentrate on those Service related territories which require better consideration by the Service Providers. Like every single different Surveys these speak to just a demonstrative agenda of regions of activity and changes and are in no way, shape or form thorough and completely spellbinding. The Survey was confined to certain urban areas of northern pieces of the Country, the perceptions and disco veries get constrained to that degree and may not have any significant bearing ipso facto to all Indian Railway Passenger Services. PPP Knowledge Center, Copyright  ©IRITMMESSAGE FROM THE DIRECTOR PPP information focus was arrangement at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for composing Research Papers, Case Studies and acclimatizing research discoveries into far reaching intermittent reports to be utilized for improving preparing inputs. This is the fourth distribution of the Center. The previous 3 distributions :1. Thoughts on PPP, Dr. Kalpana Dube, Sr. Prof. (Blade. and PPP), IRITM and Ashish Shukla 2. A Handbook on Project Finance and PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Balance. and PPP), IRITM and Ankit Tandon 3.Studying the Efficacy of an Airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Balance. and PPP), IRITM The above distributions have been generally welcomed by the Railways as well as even outs ide in the Government, Private Sector and Educational Institutions. Indian Railways is the existence line of the country. It has been instrumental in realizing a social, social and monetary upheaval in our general public and has been a solid joining together and incorporating power. In spite of being an imposing business model in traveler administrations which are profoundly financed, would it be able to bear to have a disappointed customer?To keep the country moving and the clients upbeat, our net social help commitments in 2010-11 established 17. 57% of absolute consumption. Investigation of gainfulness of Coaching Services indicated lost 21,324 crores to which net rural misfortunes in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Different variables have additionally quickened the circumstance which incorporate low below average common passages non rural workers and concession in charge stretched out to different classifications. No other vehicle division today is off ering rates which could rival the Railways.Despite such a large amount of exertion in the event that we are as yet incapable to keep our Customer fulfilled there unquestionably is by all accounts some correspondence hole among us and the Customer. So as to asses that hole IRITM directed a â€Å"Passenger Satisfaction Survey† on the Northern, North Central and North Eastern Railway, the aftereffect of which are summed up in the distribution. We trust the outcomes would permit us the Railway faculty to introspect about our â€Å"Customer Demand† and start us to give a superior help and be progressively vocal in indicating our anxiety for keeping our Customer Happy. Ashima Singh Director IRITM Lucknow July 2012FOREWORD Passenger Amenities and arrangement of certain basic just as attractive highlights on Railway stations just as ready train benefits constantly connect with the consideration of approach producers in the Railway Board just as the Field Officers during the Zo nes and Divisions. The ground level situation at significant stations in the nation varies as far as degree just as its apparent helpfulness by the Railway Passengers. The current study was intended to get an extensive criticism on 37 diverse assistance parameters identified with traveler accommodations and station facilities.While the target evaluation fields were promptly reacted to by most travelers the open finished inquiries didn't inspire point by point answers and were careless. The discernment hole between Passenger reactions and Railway Officers’ reactions additionally featured some fascinating contrasts. Enlightenment at Stations, Signage and Clarity of Train Announcements and Booking Counter experience have truly great reactions. The lack zones which were generally provided details regarding were tidiness on stages and train toilets, late running of trains just as unapproved individuals in compartments.What must be accentuated here is that none of these zones reall y require capital use or ventures or rehashed strategy orders. They simply require vigilantism, dynamic management and better coordination among the specialist co-ops inside the different divisions. A standard convention of upkeep, tidiness and management works should be worked upon simply like the different assistance related parameters put in activity at the recently created and modernized air terminals. (If it's not too much trouble allude Annexure). This is a standard agenda of administration parameters demanded by Delhi International Airport Limited (DIAL).A comparative drill would go far in guaranteeing better administrations on our top notch stations particularly A1, and A classes. The booklet has been planned in such a way, that traveler reactions can be effortlessly comprehended through utilization of vivid designs and basic information introduction, anyway the bigger inquiry which should be tended to is that would we be able to give station and on board housekeeping admini strations which are distinct advantages and way breaking simultaneously? Which mirror a change in perspective in the manner in which Passenger Services are customarily being offered by Indian Railways.Perhaps the new Station Development Corporation declared as of late may acquaint far reaching developments with fundamentally modify the current arrangement of tending to Passenger Amenities and general accommodations to be made accessible to people in general. The Station Development Corporation has been imagined with the essential goal of expanding and improving traveler related enhancements at stations. All the issues featured in the present study would maybe get tended to if optimizing the exercises of the Station Development organization can show noticeable early results.The territories of activity being very much structured concourses, top of the line holding up spaces, simple access with crippled cordial alternatives for station premises, clog free stages, current providing food offices and so on. The Report has been made progressively valuable by including altered adaptations of the extensive, dish India Passenger Service Surveys and Station Cleanliness Surveys led by the CAG (Railways) over the most recent couple of years. What's more, some extra writing and visuals of world class stations have been added to give a vibe of what the future may resemble in the days to want Passenger Amenities and Services in Modernized Railway Stations.The Report has additionally been validated with recognizing certain significant exhibition benchmarks, utilizing models from the Aviation Sector. Execution benchmarking and improving client recognition are significant achievements in improving station premises and traveler benefits past the customary focuses to the following level. A level which is way breaking and modern in its vision and execution. On the off chance that the agenda of the 37 parameters utilized in this investigation just as the discoveries contained in the Audit Reports are perused and fathomed by the Railway officials answerable for these capacities, the reason for the review would be fulfilled.However, it might be helpful to emphasize that station support strategies must follow the KISNE guideline I. e. Keep It Smart Neat and Efficient. Additionally while we can't offer too much for our clients we should guarantee that what we do guarantee we convey consistently with 100% productivity and Zero Failures. These are feasible on the grounds that we have a long encounter of overseeing stations and methods are very much spread out. What is maybe required is a settled drill of holding fast to a standard convention of Station and Train Maintenance Practices and not permit the drill to waver in any event, for a day.A very much idea technique, exactness in execution and applying Six Sigma standards for not going astray from the Standard Maintenance and Supervision Protocol would go far building up a New Order which is anything but difficult to imitate and simple to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you draw in with clients the more clear things become and the simpler it is to figure out what you ought to do. â€- John Russell CONTENTS SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 TopicsObjectives 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 and Railway Officers’ Response Perception Gap †Between the General Public as Rail Users and Railway Officers as Rail Users Graphical Representation of the Findings Strategy For Promoting Indian Railways Image And Train Travel Experience †Some Suggestions Benchmarking and Performance Assessment Measures Sub Report One: Sample Service Quality Specifications For Delhi International Airport Ltd. DIAL) Conceptual Background for Railway Stations as Profit and 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 Performance and Service Standards Page No. 1 2 3 5 6 7 9 10 †25 26 27 28 33 38 40 42 46Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Objectives of the Passenger Surv