Case Study about Customer Satisfaction on Service Quality: Railway Platforms in India
Abstract: Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at railway platforms. The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality. The research methodology is empirical, and a survey of passengers (customers) was conducted. The findings reveal that five factors are considered important for determining satisfaction with railway platforms, the most important of which are refreshments and behavioral factors.
Introduction: Satisfaction from service quality is usually evaluated in terms of technical quality and functional quality (Gronroos 1984). Usually, customers do not have much information about the technical aspects of a service; therefore, functional quality becomes the major factor from which to form perceptions of service quality Service quality may be defined as customer perception of how well a service meets or exceeds their expectations (Czepiel 1990). Service quality can be measured in terms of customer perception, customer expectation, customer satisfaction, and customer attitude.
Commercial Engineers and Body Builders Co. Ltd (CEBBCO) was founded in 1979 to manufacture commercial vehicle bodies and body components. The company expanded its business rapidly and in the financial year 2008-2009, entered the market to produce wagons and coaches for the Indian Railways.
To fund the new plant in Madhya Pradesh, the company came up with an Initial Public Offer (IPO). In the face of analysts’ conflicting views, the case deals with determining the expected value of the business through the traditional discounting techniques, binomial Lattice techniques, and closed form solutions, keeping in view the risk attached to this form of business. Click here to read more…
For any railroad organisation, continuous cargo visibility is the most critical component of its physical distribution system. FOIS allows freight customers to get instant access to information regarding the current status of their consignments in transit, allowing them to implement just-in-time inventory management systems and better logistics management. It is also a system for management and control of freight movement, which assists managers to optimise asset utilisation. This is especially important for the Indian Railways, whose key revenue earnings come from its freight traffic.The problems related to freight management and the solution offered by CMC has been discussed in the case study
Launched in 2002, Indian Railway Catering and Tourism Corporation (IRCTC) www.irctc.co.in had booked merely 27 tickets on the first day of its commencement of e- ticketing service in the country. Now after 9 years of sparkling journey, it has emerged as a largest in the country with more than 4 lakhs booking per day in terms of online ticketing, leaving behind several high-profile e-commerce sites worldwide.
IRCTC website comprises 45% of all visitors to travel websites in India and 19% of total Internet audience. IRCTC’s rapid growth in e-ticketing has been due to its interface and a very robust process set up for doing e-reservation which facilitates bookings for all types of credit cards, most major debit cards, cash cards facility and Net Banking facility.
IRCTC ticketing services have continued to go from strength to strength ever since it came into the markets. It is handling over 40% of the reserved train accommodation of Indian Railways. Right after 2002, IRCTC has seen the number of tickets booked online double. And like the perfect start-up, IRCTC relied only on word-of-mouth publicity. In 2002 the number of tickets getting booked was 27,000 per day and in 2008 it went up to 40,000. Click here to read more…
It’s a turnaround story that has not only amazed management experts but also caught the attention of premier global business schools like Harvard and Wharton – the dramatic return to profitability for the 154-year-old Indian Railways, among the world’s largest railroad networks…click here for details
The factors that led to the turnaround of the Indian Railways from a low performing organisation to a high performing one have been analysed in the case study. Enterprise turnaround is often ascribed to managerial leadership; it was found that environmental factors contributed in a substantial way to the success of Indian Railways. The implication of the study is that an organisation’s turnaround success needs to be put in a wider context.Literature on public sector turnaround provides the theoretical underpinnings…refer the case
Western Railways profusely uses batteries in the A/C coaches, however it is very difficult to know when these batteries needs to be recharged as there is no proper monitoring mechanism. Outcome of this problem is Batteries of the railway coaches goes below threshold level when the coaches are in the move causing inconvenience to the passengers thus lowering the service level of the Railways.To overcome the problem, Lateral Soft was vested the task to implement a system. The case study covers the solution offered in detail…read ahead