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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.
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!
COMPANY
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.
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.
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
Go to coaches
( Line of interaction)
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
Q) Identify
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
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