DELHI METRO

Submitted toAmit kumar

Submitted bySuraj kumar

PGDIB-0854 SEC- D

About Palace Delhi Metro

The concept of a mass rapid transit for New Delhi first emerged from a traffic and travel characteristics study which was carried out in the city in 1969. Over the next several years, many official committees by a variety of government departments were commissioned to examine issues related to technology, route alignment and governmental jurisdiction. In 1984, the Delhi Development Authority and the Urban Arts Commission came up with a proposal for developing a multi-modal transport system, which would consist of constructing three underground mass rapid transit corridors as well augmenting the city's existing suburban railway and road transport networks. While extensive technical studies and the raising of finance for the project were in progress, the city expanded significantly resulting in a twofold rise in population and a fivefold rise in the number of vehicles between 1981 and 1998. Consequently, traffic congestion and pollution soared, as an increasing number of commuters took to private vehicles with the existing bus system unable to bear the load. An attempt at privatising the bus transport system in 1992 merely compounded the problem, with inexperienced operators plying poorly maintained, noisy and polluting buses on lengthy routes, resulting in long waiting times, unreliable service, extreme overcrowding, unqualified drivers, speeding and reckless driving. To rectify the situation, the Government of India and the Government of Delhi jointly set up a company called the Delhi Metro Rail Corporation (DMRC) on March 5, 1995 with E. Sreedharan as the managing director.

ELEMENTS OF SERVICE PACKAGE

Delhi Metro has Three elements to describe its service packages: SUPPORTING FCILITIES EXPLICIT SERVICES IMPLICIT SERVICES

SUPPORTING FACILITIES: This are the physical resources that supports the Delhi
metro to deliver its services. This metros are of two types-: 5 coaches Metro and 6 coaches metro. Were the first coach is reserved for ladies for their convenience and their security. And rest 4-5 coaches are for general public in which a special seats has been allotted to senior citizens and ladies.

IMPLICIT GOODS:
They include psychological benefits that the paseenger may sense only vaguely. They give their passenger full attention and treated them as their guest nor the customer. They provide the fast and on time service. Each passenger is being taken care.

EXPLICIT GOODS:
Each staff of Delhi metro is given training to look after their passenger. The services are served on time and they try to give their pasenger complete satisfaction. They try to avail the facilities that their passenger wants.

CHARACTERISTICS OF SERVICES OF DELHI METRO

There are 5 characteristics of services which are being served on Delhi metro. The services can feel rather than seen provided by the metro authority such as their entry , providing ticket , checking, and the Timely announcement . The 5 Is are as below: 1) Intangibility: They Tangibilizes the Intangible through their awesome services. From the arrival to the departure of their passnger they try to maintain their customer satisfaction and they take care of each and every customer. 2) Inseparability : 3) Inconsistency: it is not possible always to run metros on timing which is being scheduled . It is not guaranteed that the services which they provide is being liked by each and every passenger. 4) Inventory less: it is not possible that a passenger when enters in metro can reach to its destination with the same metro. He\ she has to change his\her metro sometimes.. For eg. If a person is willing to go to ANAND VIHAR from NOIDA CITY CENTER he has to change his metro at the station YAMUNA BANK.. Because Noida to Dwarka metro doesnt goes to Anand vihar. 5) Involvement: Passengers participation is necessary to know the services. There is always involvement of passenger and staffs to know about the services because the services cant be experienced without them

IMPORTANCE OF 3PS
In services there is a services marketing concept which considers to be one of the most important part for services. It adds additional 3PS which makes services strong. The 3Ps are as follows: People: Here the people consider to be the passengers and the staff. Without the staff the services cannot be maintain and delivered. They are the ones who keep good care of their passengers. They try to maintain a good relation with their customers. At the same time customers also maintain the decorum of the services and try to be co-operative with the staff. They should be well-behaved and well mannered. Physical-evidence: Delhi metro are comparable in the top ten of the world best local train which serve their passengers on time. They maintain cleanness inside the metro and also they have putted security cameras in each of the coaches to avoid unforeseen circumstances. Process: The Metro starts from early morning 5:45 am till the 11:45 pm night. Each passenger have to carry tickets or the metro cards to travel into it. There is a specific Platform for each of the destination so that passengers dont get confused. All the metros have specific time interval in which they come and go. It is not easy to believe but it is all true!

SERVICE MARKETING TRIANGLE:

COMPANY

INTERNAL MARKETING (Enabling promises)

EXTERNAL MARKETING (Setting promises)

EMPLOYEE S

TOURIST

The service marketing triangle is being related with three components ie., The company DELHI METRO, The employees Metro staffs, security guard, Ticket issuer, Metro drivers.. Tourists National and International Passengers.

Three Types Of Service Marketing 1. Internal Marketing: It is the relationship between the company and the employee, they are the ones who enables the promises made by the company. 2. External Marketing:It is the relationship between the company and the customers, the companies fulfill it promises which is made for the customers.

3.

Interactive Marketing:It is the relationship between the employee and the customers, the employee is the one who keep the promises made by the company to their customers. The directly get engaged with the customers for solving their queries or any other helps.

DETERMINANTS OF SERVICE QUALITY:

FIVE dimensions that determine the service quality are as follows: 1) Reliability:They try to perform the services accurately without any error. The promises which they have made to their customer should be fulfilled. They provide the journey of whole Delhi and NCR to their passenger in the most economic and convenient way. Every passenger onboard Delhi metro is provided with a route map and and metro guidelines booklet arrival. The attendants will always be at your service in order to keep with your additional need. Sufficient safety arrangements are made for you as well as your personal belongings in the metro itself. 2) Assurance: All groups / employees are escorted by qualified language speaking escorts / metro managers who ensure highest quality of delivery at each stage of the journey. They hire professionally trained representatives with local expertise and knowledge, so that their passenger feel comfortable. They advice their passenger to not to eat or drink inside Delhi metro.

3.Tangibles: Journey onboard Delhi metro will provide you with the best inside environment. The metro offers facilities, which include charging points, intercom, direct talk to drivers, inside metro announcements.

4)Empathy:For the

chairs,

disabled people they provide special assistance in the form of wheel crches, and a special attendant for manual assistance.

They offer first aid facilities and a doctor can also be arranged on call at very next station. The Metro is a no-smoking train They providing ATM and cafeteria facility at each metro stations.

Q) Most important dimension in the case?

Ans:- Relaiblity is the most important dimension in the case because as we know that in now a days peoples are scared to travel in metros and local trains and also from the rush of the metros ,so it need to maintain all the facilities up to date so that it will attract the customers

GAP MODEL

The gaps model of service quality gives insights and propositions regarding customers perceptions of service quality. 2. Customers always use 10 dimensions to form the expectation and perceptions of service quality . 3. The model helps predict, generate and identify key factors that cause the gap to be unfavourable to the service firm in meeting customer expectations. 1.
CONSUMER-PASSENGERS of the METRO. COMPANY DELHI METRO.

Q) IS THERE ANY SERVICE QUALITY GAP? ANY SUGGESTION OR PARAMETER FOR IMPROVING QUALITY OF SERVICES? Yes, there is GAP 3 in the services quality of the METRO because the services the passengers are expecting that are not up to the mark. Some of the passengers are complaining regarding the condition of the metro crowd. Some of the customers are complaining regarding the metro timings and delay journey. It is also consider to be the overly loaded train because what ever the capacity of coaches is the crowd is 7times more the capacity
ANS:

SUGGESTIONS

They should improve the quality services and inside environment of metro. They should maintain the balance of passenger in each metro. They should run more-nd-more metro in busy stations and during office hours.

Physical Evidence

Delhi metro

coaches

desk for
Ticket counter

travel brouchers

metro parkings

Customers

Arrive at metro (On stage)

Go to coaches

Information about stations and routes

Take cabs for the desired destination

( Line of interaction)

Take their seats as mention

Process registration of entry

Q) Calculate the life- time value of ANS As

the customers?

we know that its life line of a Delhi so its life is very long..

Life time value of the passenger can be calculated through customer satisfaction which are as follows..

Emotional factors

Service quality

Customers satisfaction
Access to product and services

Product quality Price

Q) Identify

the reasons to outsource, if any and challenges?

ANS As we know that every company cant provide every thing for the customers, like that the metro authority cant provide every things for their customers like they should have their own convenience to the station, travelling buses, covering all locations. So they need some outsources for their customers. DTC CABS METRO BUSES PICK UP SERVICE

Q) Identify

the reasons to outsource, if any and challenges?

ANS As we know that every company cant provide every thing for the customers, like that the metro authority cant provide every things for their customers like they should have their own convenience to the station, travelling buses, covering all locations. So they need some outsources for their customers. DTC CABS METRO BUSES PICK UP SERVICE