AN EXAMINATION OF CUSTOMER SATISFACTION WITH IRCTC’S CATERING SERVICES

Under the kind guidance of:

Dr. Ashish Bajpayi

Presented by:

SAMIL JUGLIMBA (Marketing) Sem IVRoll no – 29Enrolment no - 315164

CONTENTS

IntroductionObjective & scopesignificance of the studyMethodologyReferences

WHAT IS CUSTOMER SATISFACTION

Customer Satisfaction is a person’s feelings of pleasure or

Disappointment resulting from comparing a product’s perceived

performance (or outcome) in relation to his or her expectations

13th addition of marketing management by Philip Kotler

Customer satisfaction, a business term, is a measure of howproducts and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a BalancedScorecard.

en.wikipedia.org/wiki/Customer_satisfaction

INTRODUCTION OF IRCTC

• Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) is a Public Sector Enterprise under Ministry of Railways.  

 • IRCTC was incorporated on 27th September, 1999 as an extended arm of the

Indian Railways to upgrade, professionalize and manage the catering and hospitality services at stations, on trains and other locations and to promote domestic and international tourism through development of budget hotels, special tour packages, information & commercial publicity and global reservation systems.

• While discharging its mandate, the Company has made a significant mark in its passenger-services oriented business lines like setting up of Food Plazas on Railway premises, ‘Railneer', Rail Tour Packages and ‘Internet Ticketing' bringing great deal of professionalism into the operations.

 

OBJECTIVE & SCOPEOF THE STUDY

• Objective:• The objective of my project is to examine the satisfaction level among the

customer of the Indian railway catering and tourism corporation limited’s catering services.

•  • Scope: • My study will be confined to:•  

– examine whether the customer’s are satisfied or dissatisfied with irctc’s catering services

– examine the level of customer satisfaction with irctc’c catering services .– examine the level of customer’s dissatisfaction with irctc’s catering services.– find out ways by which irctc can improve the level of customer satisfaction of irctc’c

catering services

•  

SIGNIFICANCE OF THE STUDY

The result of my survey will show the perception and the view of the customers towards IRCTC’s catering services including food provided not only onboard but also through its various subsidiaries. It will also help us in finding out how much customer’s are satisfied or dissatisfied with the

IRCTC’s catering services and help us to locate various areas of improvement for increasing the satisfaction level or decrease the

dissatisfaction level

METHODOLOGYDescriptive Research

Sample Design -: Sampling frame: Passengers travelling with Indian Railways train and availing catering services by IRCTC.

Sample size: 200

Instrument: Questionnaire

Sampling technique: Non-probability Sampling (Convenience Sampling)

Location: Varanasi/ new delhi

Duration: 15 days

SURVEY

Primary Data:• For obtaining the primary data for my project, I used two research

instruments:• Questionnaire• Structured Interviews

The sources of secondary data were as follow:

• Previous studies done in the IRCTC• IRCTC’s Website• Using internet to explore about various Trends in catering industry.

REFERENCES

www.irctc.co.in www.irctc.com en.wikipedia.org/wiki/Customer_satisfaction 13th addition of marketing management by Philip Kotler. http://irctc.com/menu.html

IRCTC portal

Thank you