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 regions which require better consideration by the Service Providers. Like every single different Surveys these speak to just a characteristic agenda of territories of activity and changes and are in no way, shape or form comprehensive and completely expressive. The Survey was confined to certain urban areas of northern pieces of the Country, the perceptions and d iscoveries get constrained to that degree and may not make a difference 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 absorbing exploration discoveries into complete occasional reports to be utilized for improving preparing inputs. This is the fourth distribution of the Center. The prior 3 distributions :1. Thoughts on PPP, Dr. Kalpana Dube, Sr. Prof. (Balance. and PPP), IRITM and Ashish Shukla 2. A Handbook on Project Finance and PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Blade. 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 outside in the Govern ment, 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 coordinating power. Notwithstanding being a syndication in traveler administrations which are exceptionally financed, would it be able to stand to have a disappointed customer?To keep the country moving and the clients upbeat, our net social help commitments in 2010-11 comprised 17. 57% of all out use. Investigation of productivity of Coaching Services demonstrated lost 21,324 crores to which net rural misfortunes in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Different elements have additionally quickened the circumstance which incorporate low below average normal passages non rural workers and concession in charge reached out to different classes. No other vehicle area today is offering rates which could rival the Railways.De spite such an extensive amount exertion on the off chance that we are as yet unfit to keep our Customer fulfilled there surely is by all accounts some correspondence hole among us and the Customer. So as to asses that hole IRITM led a â€Å"Passenger Satisfaction Survey† on the Northern, North Central and North Eastern Railway, the consequence of which are summed up in the distribution. We trust the outcomes would permit us the Railway work force to introspect about our â€Å"Customer Demand† and start us to give a superior assistance and be increasingly 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 alluring highlights on Railway stations just as ready train benefits constantly draw in the consideration of approach creators in the Railway Board just as the Field Officers during the Zones and Divisions. The ground level situation at signif icant stations in the nation contrasts as far as extension just as its apparent handiness by the Railway Passengers. The current study was intended to get a far reaching 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 evoke nitty gritty answers and were careless. The observation hole between Passenger reactions and Railway Officers’ reactions additionally featured some intriguing contrasts. Enlightenment at Stations, Signage and Clarity of Train Announcements and Booking Counter experience have truly positive reactions. The lack territories which were generally investigated 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 regions really require capital consumption or speculations or rehashed approach orders. They simply require vigilantism, dynamic management and better coordination among the specialist co-ops inside the different offices. A standard convention of support, tidiness and management works should be worked upon simply like the different help 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 comparable drill would go far in guaranteeing better administrations on our top notch stations particularly A1, and A classifications. The booklet has been planned in such a way, that traveler reactions can be effectively comprehended through utilization of vivid illustrations and straightforward information introduction, anyway the bigger inquiry which should be tended to is that would we be able to give station and on board housekeeping administrations which are distinct a dvantages and way breaking simultaneously? Which mirror a change in outlook in the manner in which Passenger Services are customarily being offered by Indian Railways.Perhaps the new Station Development Corporation reported as of late may acquaint major developments with fundamentally adjust the current arrangement of tending to Passenger Amenities and general comforts to be made accessible to people in general. The Station Development Corporation has been imagined with the essential target of enlarging and improving traveler related enhancements at stations. All the issues featured in the present review would maybe get tended to if optimizing the exercises of the Station Development office can show noticeable early results.The territories of activity being very much structured concourses, top of the line holding up spaces, simple access with debilitated inviting choices for station premises, clog free stages, current cooking offices and so on. The Report has been made progressively helpful by including altered adaptations of the extensive, container India Passenger Service Surveys and Station Cleanliness Surveys led by the CAG (Railways) over the most recent couple of years. Moreover, 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 observation 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. In the event that the agenda of the 37 parameters utilized in this examination just as the discoveries contained in the Audit Reports are perused and understood by the Railway officia ls liable for these capacities, the reason for the overview would be fulfilled.However, it might be valuable to emphasize that station upkeep systems must follow the KISNE rule I. e. Keep It Smart Neat and Efficient. Likewise 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 attainable in light of the fact that we have a long encounter of overseeing stations and methods are all around spread out. What is maybe required is an entrenched drill of sticking 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 methodology, accuracy in execution and applying Six Sigma standards for not veering off from the Standard Maintenance and Supervision Protocol would go far building up a New Order which is anything but difficult to recreate 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 R ailways 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