Sunteți pe pagina 1din 50

A PROJECT REPORT ON CUSTOMER SATISFACTION IN CONTEXT OF DELHI METRO RAIL CORPORATION SUBMITTED BY: MONIKA SHARMA ENROLLMENT NO:

00411301710 BBA II YR (3RD SEMESTER) SUBMITTED IN PARTIAL FULFILLMENT OF DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION UNDER THE GUIDANCE OF Ms. AMANPREET KAUR

BERI INSTITUTE OF TECHNOLOGY TRAINING AND RESEARCH TIKRI KALAN, DELHI (AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY)

CERTIFICATE

I certified that this project report titled A STUDY ON CUSTOMER SATISFACTION BY DELHI METRO RAIL CORPORATION is the bonafide work of Miss. MONIKA SHARMA who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported here in does not form part of any other project report or dissertation on the basis of which a degree or award was confirmed on an earlier occasion on this or any other candidate.

Ms. AMANPREET KAUR (Project guide)

ACKNOWLEDGEMENT
I would like to take this opportunity to sincerely thank Ms. AMANPREET KAUR for her valuable support, guidance and suggestions. Under her able guidance I was able to accomplish my project with confidence would also thanks my friends and my siblings who directly or indirectly helped me in my project And I earnestly hope that it provides useful and workable information and knowledge to any person reading it.

MONIKA SHARMA

TABLE OF CONTENTS

Contents

Page No.

1.Certificate......2 2.Acknowledgement.3 3.Introduction.......5 4.Company Profile...8 5.Literature Review.....17 6.Research Methodology.....26 7.Findings and Analysis..30 8.Conclusions and Suggestions40 9.Bibliography......43 10.Annexure...45

INTRODUCTION

Introduction

DMRC- denotes DELHI METRO RAIL CORPORATION. It provided various services like metro trains, parking, feeder buses etc. This company is registered under companies act 1956, in 1995. The company works under chairmanship of Dr. Sudhir Krishna. The study of this project is about customer satisfaction of DMRC. In this project I have majorly used primary data and I have also used secondary data. This project have questionnaire which is filled by 27 people, who answered this questionnaire as per their level of satisfaction. In secondary data I have visited some website and also refer some books to better understand the concept of customer satisfaction. Graphs and pie chart help in better representation of data. Pie charts and graph helps in exact percentage. For an instance percentage of people who are satisfied with the services of DMRC and those who are not can easily be represent with help of graph and pie charts. Graph and pie charts also help in better understanding.

OBJECTIVE OF STUDY
The main aim of doing this project is to know about the customer satisfaction, its importance for any organization. Why customer satisfaction is important and can an organization run without satisfying their customer. To know about the services given by the DMRC to satisfied their customers. To know weather the customer of DMRC is satisfied or not, and the level of satisfaction among the customers of DMRC. To known what a customer expects from the product or service while purchasing it. what his/her expectation from a product and how customer satisfaction can fulfill it.

COMPANY PROFILE

Profile of DMRC
Introduction
For implementation and subsequent operation of Delhi MRTS, a company under the name DELHI METRO RAIL CORPORATION was registered on 03-05-95 under the Companies Act, 1956. DMRC has equal equity participation from GOI and GNCTD. 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. Structure

1Chairman - Dr. Sudhir Krishna 2Managing Director - Dr. E. Sreedharan 3Total No. of Directors 16 4Nominee of Govt. of India 5 5Nominee of Govt. of NCTD - 5 (Including MD) 6No. of full-time functional Directors at present including MD 7

7The corporate office of the company is located at Metro Bhawan, Fire Brigade Lane, Barakhamba Road New Delhi - 110001, India

Mission

1To cover the whole of Delhi with a Metro Network by the year 2021. 2Delhi Metro to be of world class standards in regard to safety, reliability, punctuality, comfort and customer satisfaction. 3Metro to operate on sound commer The Corporation must project an image of efficiency, transparency, courtesy and we mean business attitude. 4Our construction activities should not inconvenience or endanger public life nor should lead to ecological or environmental degradation 5All our structures should be aesthetically planned and well maintained. 6Safety of Metro users is our paramount responsibility. 7Our stations and trains should be spotlessly clean.

Our Corporate Culture


1We should be totally dedicated and committed to the Corporate Mission. 2Personal integrity should never be in doubt, we should maintain full transparency in all our decisions and transactions. 3The Organization must be lean but effective. 4The Corporation must project an image of efficiency, transparency, courtesy and we

mean business attitude. 5Our construction activities should not inconvenience or endanger public life nor should lead to ecological or environmental degradation. 6All our structures should be aesthetically planned and well maintained. 7Safety of Metro users is our paramount responsibility. 8Our stations and trains should be spotlessly clean. 9Our staff should be smartly dressed, punctual, polite and helpful to the customers. 10Employees should discharge their responsibilities with pride, perfection and dignity

Operations

Inside the Metro Station


Trains operate at a frequency of 3 to 4.5 minutes between 6:00 and 23:00. Trains operating within the network typically travel at speeds below 80 km/h (50 mph), and stop about 20 seconds at each station. Automated station announcements are recorded in Hindi and English. Many stations have services such as ATMs, food outlets, cafs and convenience stores. Eating, drinking, smoking, and chewing of gum are prohibited in the entire system. The Metro also has a sophisticated fire alarm system for advance warning in emergencies, and fire retardant material is used in trains as well as on the premises of stations. Navigation information is available on Google Transit. The first coach of every train is reserved for women. "Delhi Metro to reserve coach for women from October 2".

Security
Security on the Delhi Metro is handled by the Central Industrial Security Force (CISF), who has been guarding the system ever since they took over from the Delhi Police in 2007.Closed-circuit cameras are used to monitor trains and stations, and feed from these is

monitored by both the CISF and Delhi Metro authorities at their respective control rooms. Over 3500 CISF personnel have been deployed to deal with law and order issues in the system, in addition to metal detectors, X-ray baggage inspection systems and dog squads which are used to secure the system. Intercoms are provided in each train car for emergency communication between the passengers and the Train operator. Periodic security drills are carried out at stations and on trains to ensure preparedness of security agencies in emergency situations.

Ticketing

Smart Card

For the convenience of customers, Delhi Metro commuters have three choices for ticket purchase. The tokens are valid only for a single journey on the day of purchase and the value depends on the distance travelled. Fares are calculated based on the origin and destination stations using a fare chart. A common ticketing facility for commuters travelling on Delhi Transport Corporation (DTC) buses and the Metro will be introduced in 2011.Travel cards are available for longer durations and are most convenient for frequent commuters. They are valid for one year from the date of purchase or the date of last recharge, and are available in denominations of 100 (US$2.03) to 800 (US$16.2). A 10% discount is given on all travel made on it. A deposit of 50 (US$1.01) needs to be made to buy a new card. Tourist cards can be used for unlimited travel on the Delhi Metro network over short periods of time. There are two kinds of tourist cards valid for one and three days respectively. The cost of a one-day card is 100 (US$2) and that of a three-day card is 250 (US$5.1), besides a refundable deposit of 50 (US$1.01) that must be paid at the time of purchasing the card.

PROJECT

PROJECT Phase I Network Phase I of Delhi Metro Rail project consists of the following three lines:
Line Line No.1- Shahdara-Tri Nagar-Rithala Line No.2- Vishwa Vidyalaya-Central Secretariat Line No.3- Indraprastha-Barakhamba Road-Dwarka Sub City Total Length (Kms) No. of Stations 22.06 10.84 32.10 65.00 18 10 31 59

Phase II Network Phase II of Delhi Metro Rail project consists of the following lines:
Line Shahdara Dilshad Garden Indraprastha Noida Sector 32 City Centre Yamuna Bank Anand Vihar ISBT Vishwavidyalaya Jahangir Puri Length (Kms) 3.09 15.07 6.17 6.36 No. of Stations 3 11 5 5

Inderlok Kirti Nagar -Mundka Central Secretariat HUDA City Centre Dwarka Sector 9 to Dwarka Sector 21 Airport Express Line Anand Vihar KB Vaishali Central Secretariat Badarpur Total

18.46 27.45 2.76 22.70 2.57 20.04 124.63

15 19 2 6 2 15 83

Present Status
Line 1 (Dilshad Garden - Rithala) - Red Line Line - 1 (Dilshad Garden - Rithala) was made operational for commercial services in four stages: (1) Shahdara - Tis Hazari : with effect from 25th December, 2002 (Phase - I). (2) Tis Hazari - Inderlok : with effect from 4th October, 2003 (Phase - I). (3) Inderlok - Rithala : with effect from 1st April, 2004 (Phase - I). (4) Dilshad Garden - Shahdara : with effect from 3rd June 2008 (Phase - II).

Line 2 ( HUDA City Centre - Jahangirpuri) - Yellow Line


Line - 2 (HUDA City Centre - Jahangirpuri) was made operational for commercial services in five stages: (1) Vishwavidyalaya - Kashmere Gate : with effect from 20th December, 2004 (PhaseI). (2) Kashmere Gate - Central Secretariat : with effect from 3rd July, 2005 (Phase - I). (3) Vishwavidyalaya - Jahangirpuri : with effect from 3rd February 2009 (Phase - II). (4) HUDA City Centre - Qutab Minar : with effect from 21st June 2010 (Phase - II). (5) Central Secretariat - Qutab Minar : with effect from 3rd September 2010 (Phase - II).

Line 3 (Dwarka Sector 21 - Noida City Centre) - Blue Line


Line - 3 (Dwarka Sector 21 - Noida City Centre) was made operational for commercial services in six stages: (1) Barakhamba - Dwarka : with effect from 31st December 2005 (Phase - I) (2) Dwarka - Dwarka Sector 9 : with effect from 1st April 2006 (Phase - I). (3) Barakhamba - Indraprastha : with effect from 11th November 2006 (Phase - I). (4) Indraprastha - Yamuna Bank : with effect from 10th May 2009 (Phase - II). (5) Yamuna Bank - Noida City Centre : with effect from 13th November 2009 (Phase II). (6) Dwarka sector 9 - Dwarka Sector 21 : with effect from 30th October 2010 (Phase - II).

Line 4 (Yamuna Bank - Anand Vihar ISBT) - Blue Line


Yamuna Bank - Anand Vihar ISBT : with effect from 6th January 2010 (Phase - II).

Line 5 (Inderlok - Mundka) - Green Line


Inderlok - Mundka : with effect from 2nd April 2010 (Phase - II).

Line 6 (Central Secretariat - Badarpur) - Violet Line


Central Secretariat - Sarita Vihar : with effect from 3rd October 2010 (Phase - II). Sarita Vihar to Badarpur : With effect from 14th January 2011 (phase-II).

Airport Metro Express Line


New Delhi - IGI Airport(T-3)- Dwarka Sector-21 With Effect from 23rd February (Phase - II)Consultancy Project

SWOT Analysis of DMRC


1) Strengtha) Reduced pollution / Eco friendly. b) Solved the problem of congestion in the city. c) Low cost d) Mass transportation. e) Time saving.

2) Weaknessa) Delay in some projects b) Breaking if bridges c) Facility not available during night e) Metro is not available at night

3) Opportunitiesa) Expansion of network

b) Integration with other NCR cities c) Increased frequency d) Increased revenue for govt. by means of advertising e) Can start service at night

4) Threats
a) Buses b) Autos c) Personal vehicles e) Taxies

LITRATURE REVIEW

What is a Customer? In general terms, a customer is a person or organization that a marketer believes will benefit from the goods and services offered by the marketers organization. As this definition suggests, a customer is not necessarily someone who is currently purchasing from the marketer. In fact, customers may fall into one of three customer groups: 1Existing Customers Consists of customers who have purchased or otherwise used an organizations goods or services, typically within a designated period of time. For some organizations the time frame may be short, 2Former Customers This group consists of those who have formerly had relations with the marketing organization typically through a previous purchase. However, the marketer no longer feels the customer is an Existing Customer either because they have not purchased from the marketer within a certain time frame or through other 3Potential Customers The third category of customers includes those who have yet to purchase but possess what the marketer believes are the requirements to eventually become Existing

Customers. As we will see in the Targeting Markets Tutorial, the requirements to become a customer include such issues as having a need for a product, possessing the financial means to buy, and having the authority to make a buying decision. CUSTOMER SATISFACTION Customer satisfaction a major area of emphasis of majoring organization to continuing to satisfy customer even when the physical or service is identical to competitors offering. Some of these is done through extra ordinary customer service. Achieving high level of customer satisfaction also occur through product and services quality. The TQM movement has been successful in increasing the average level of product quality in many product categories such as automobiles. This has led to increased rate of customer satisfaction.

Relationship building blocks: customer value and satisfaction


The key to building lasting customer relation ship is to create superior customer value and satisfaction. Satisfied customers are more likely to be loyal customers and to give the company a larger share of their business.

Customer value:
Attracting and retaining customers can be a difficult task. Customers often face a bewildering array of products and services from which to choose. A customer buys from the firm that offers the highest customer perceived value the customers evaluation of the difference between all the benefits and all the costs of a market offering relative in those of competing offers. For example, Toyota Prius hybried automobile owners gain a number of benefits. The most obvious benefit is fuel efficiency.

However, by p8urchasing a Prius, the owners also may receive some status and image values. Driving a Prius makes owners feel and appear more environmentally responsible. When deciding whether to purchase a Prius. Customers will weigh these sand other perceived values of owning the car against the money, effort, and psychic costs of acquiring it. Moreover, they will compare the value of owning a Prius against that of owning another hybrid or nonhybrid brand. They will select the brand that gives them the greatest perceived value. Customers often do not judge product values and costs accurately or objectively. They act on perceived value. For example, is the Prius really the most economical choice? In reality, it might take years to save enough in reduced fuel costs to offset the cars higher sticker price. However, Prius buyers perceive that they are getting real value. A recent survey of the ownership experiences of 6900 new car buyers showed that the Prius was rated as most delightful in terms of fuel economy, and that Prius owners perceived more overall value for their money than buyers of any other hybrid car.

Customer satisfaction
Customer satisfaction depends on the products perceived performance relative to a buyers expectations. If the products performance falls short of expectations. If the products performance falls short of expectations, the customer is dissatisfied. If performance matches expectations, the customer is satisfied. If performance exceeds expectations, the customer is highly satisfied or delighted.

Outstanding marketing companies go out of their way to keep important customers satisfied. Most studies show that higher levels of customer satisfactions lead to greater customer loyalty, which in turn results in better company performance only what they can deliver, then delivering more than they promise. Delighted customers not only make repeat purchases, they become customer evangelists who tell others about their good experiences with the product.

Importance of Customer Satisfaction


The importance of customer satisfaction is apparent when you realize that, without customers, you don't have a business. A single unsatisfied customer can send more business away from your company than 10 satisfied customers. The more you focus on customer retention and customer support, the more long-term business you'll get. It's worth it to focus on customer satisfaction strategies, no matter how large or small your company

is. 1Understanding the needs of the customer is critical. A business relationship, just like any other relationship, relies on both people getting their needs met. No matter what type of business you are in, all customers want the same thing. They want to feel welcomed and appreciated by you and your staff. They don't want to get the impression that they are just being used by you for money. Small interactions like "Thank you" and a nice smile can go a long way toward customer satisfaction. 1Make sure your employees operate with the same principles. A big part of customer satisfaction is reliability. If customers come to expect a certain mode of behavior from you and your employees, you should deliver it to them each and every time. Customers want to be able to rely on you. They expect consistent delivery times (if applicable) and support. By training your employees to treat all customers with the same respect, your customers will all have the same experience with your company, which will increase customer satisfaction. 2Be honest when you don't meet expectations. Customer satisfaction is at its most important when something goes wrong in the chain of delivery. Whether a customer was double charged or didn't receive what she ordered, your employees need to handle the situation with the utmost care. Your employee should apologize and take steps to rectify the situation. The phrase "the customer is always right" is at the core of a good customer satisfaction strategy. It doesn't matter whether or not the customer misread the instructions or made the mistake; your employee should take steps to make the customer happy. 3Customer satisfaction is the foundation of a good business. Satisfied customers will make a great foundation for return business, and they may also bring in their friends and associates. Remember that customers are the heart of any business. Keep them satisfied, and encourage them to tell their friends about their experiences with your business.

Customer satisfaction in 7 steps


1. ENCOURAGE FACE-TO-FACE DEALINGS

This is the most daunting and downright scary part of interacting with a customer. If youre not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it

does get easier over time. Its important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone theyve actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, youre well on your way to a sale.
2. RESPOND TO MESSAGES PROMPTLY & KEEP YOUR CLIENTS INFORMED

This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers queries within the space of a few hours, but at least email or call them back and let them know youve received their message and youll contact them about it as soon as possible. Even if youre not able to solve a problem right away, let the customer know youre working on it. A good example of this is my Web host. Theyve had some trouble with server hardware which has caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was going on, why things were going wrong, and how long it would be before they were working again. They also apologised repeatedly, which was nice. Now if they server had just gone down with no explanation I think Id have been pretty annoyed and may have moved my business elsewhere. But because they took time to keep me informed, it didnt seem so bad, and I at least knew they were doing something about the problems. That to me is a prime example of customer service.
3. BE FRIENDLY AND APPROACHABLE

A fellow SitePointer once told me that you can hear a smile through the phone. This is very true. Its very important to be friendly, courteous and to make your clients feel like youre their friend and youre there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object it happens to all of us. Its vital that you keep a clear head, respond to your clients wishes as best you can, and at all times remain polite and courteous.
4. HAVE A CLEARLY-DEFINED CUSTOMER SERVICE POLICY

This may not be too important when youre just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesnt work, then what? Should they contact different people for billing and technical enquiries? If theyre not satisfied with any aspect of

your customer service, who should they tell? Theres nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site and anywhere else it may be useful.
5. ATTENTION TO DETAIL (ALSO KNOWN AS THE LITTLE NICETIES)

Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalised sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and arent always cost effective, but remember to do them. Even if its as small as sending a Happy Holidays email to all your customers, its something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.
6. ANTICIPATE YOUR CLIENTS NEEDS & GO OUT OF YOUR WAY TO HELP THEM OUT

Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. Take this as an example: youre working on the front-end for your clients exciting new ecommerce endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images youve used on the site. A note accompanies it which reads: "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics Ive used on the site. Hopefully youll be able to make use of some in your brochure." Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way.
7. HONOUR YOUR PROMISES

Its possible this is the most important point in this article. The simple message: when you

promise something, deliver. The most common example here is project delivery dates. Clients dont like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and subcontractors dont always deliver on time. In this case a quick apology and assurance itll be ready ASAP wouldnt go amiss.
CONCLUSION

Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and theyll always come back.

Customer wants

1.Quality Compared with the best available or the best the customer is familiar with Benchmarking the competition and publish the differentiators widely. Mention the competitors band and why youre better in what ways. Your education process is part of the necessary marketing process customers must see or hear about (some say 9 times) before they make a purchase. Beat your own drum loudly and continuously. Take the thinking out of making the comparisons for the customer. Error Free/Defect Free Use quality control systems, study continuous improvement methodologies, measure and monitor everything. Get employees involved as process owners who take pride and responsibility in getting it right. Reward accuracy and improvement efforts. Communicate to customers when improvements to your product/ service line are made. 2.Value Value is compared with the best price the customer has experience with or knowledge of. If prices are higher, negatives must be offset by strong positive features or benefits. Once again, benchmarking is important here. You should be familiar with competitors products/services and be able to justify your price. Focus on specific features and benefits you will be delivering that represent the added Value for the higher price. If your process are lower than the competition, make sure the customers know it as well, in which case you should be emphasizing it strongly in your front line customer interactions. Be prepared with price history and apples to apples comparisons to you can justify the prices you charge and dont forget to highlight any discounts or sales opportunities for your customers that might be coming up. Value is calculated after the sale when product/service continues to serve customer well over time Reinforce the idea of long term satisfied customers with visible testimonials and customer history. If customers are still getting benefit from your product or service after a long period of time you should be talking about it to your customers. Any references to durability and reliability are very reassuring to customers who have not developed a trusting relationship with your firm. Any emphasis on repeat buyers who come back to purchase again and again will also build your credibility.

3.Timeliness Product or service delivered early or at the agreed upon time Track it, measure it, communicate the importance of being on time to everyone, reward it, punish it when it doesnt happen. Become a zealot for meeting customer time requirements. Analyze your systems to see if they are realistic, and of not, change and improve them so you can meet your commitments more often. Personnel take all the time required to meet customer needs You know when youre understaffed. Pay what it takes to give good service and customers will appreciate it. Teach front line service personnel to fully concentrate on one customer at a time, and provide enough staff so they can really do it. Dont allow them to answer the phone while trying to wait on another customer. Avoid interruptions when they are with a customer. 4.Ease of Access There are no barriers or inconveniences between the customer and accessing product or service (hours open, location easy to find, get to right person with information etc.) Find out what customers would prefer for hours of business and give it to them. Move your plant or store if it suits customers better. Be available when customers need you. 5.Self-Management Front line personnel are dressed appropriate with the benchmark of their trade and make good first impression Benchmark what your competitors front line service personnel are wearing and do better. Set standards for hair, personal hygiene, tattoos, lipstick and nail color, how to wear company hats and everything you can to promote consistency and professionalism. Front line personnel are courteous and attentive with subservient/serviceful attitude People who think giving good service and attending to the needs of the customer is beneath them should not interface with customers, period. Find people whose personalities are naturally helpful and whose egos dont get wrapped up in their work. Great customer service is a lost art in America, but many European and Asian countries have refined it very well over hundreds of years. Study this and dont be too proud to wait on the customer, hand and foot.

Research Methodology

SOURCES OF DATA

A.PRIMARY DATA

Primary data is the data which is collected by the researcher directly from his own observations and experiences. Primary data can be collected either through experiment or through survey.

Characteristics of Primary Data Analysis

1Primary data are those data which are collected for the first time, taking a sample, representing a population. 2It is not a published data, it is problem specific data collected by the researcher, first time. 3When primary data is published by researcher, it becomes the secondary data for everybody, other than the researcher. 4Primary data helps researcher to solve those problems which are new in nature. 5 The main sources of collection of primary data are interview, filling questioners, observation etc.

Primary Data Collection for the project

To understand whether or not a service is satisfactory, one must understand the opinion of its end users or customers and so I decided to approach these customers for analyzing the customer satisfaction at Delhi Metro Rail Corporation. The tool I used is questionnaire that I got filled by directly contacting the metro travelers.

I interviewed about 27 people and the response was good and the people I interviewed were cooperative. Most of the people I interviewed said they were satisfied with the service and rated the travel as good. Other parameters such as cleanliness, security also scored well with the consumers and so the overall satisfaction level rated a good.

The primary data collection and analysis helped me gain some useful insights in the psyche of an average teenage consumer who mostly use metro as a medium to commute to their schools and colleges.

Approaching and selecting the target sample was easy and data collection was easy too. Although the sample size was humble to infer an opinion about the satisfaction in the DMRC, useful insights could still be gained. The collection helped me understand the principles of communication and understand their perceptions. I also understood the communication process with the medium, noise, feedback being the major elements.

B.SECONDARY DATA
Secondary data are those data, which are already published. It may be useful for many other people than the researcher who has published it. There are various sources of secondary data collection. There are various sources of secondary data like research papers, periodicals, encyclopedias, published researches, database companies etc. relations, prices etc. I majorly used the source the world shares its knowledge with, Google and also from some books that helped me understand the intricacies of conducting a survey and understanding consumer minds.The sources I referred to are internet & Books.

ANALYSIS AND FINDINGS

ANALYSIS AND FINDINGS


1.Usual purpose of travel: A.College\School C.Office B. Leisure D. Other

U su a l pu rp o s e o f t ra v e l

O th er 1 1%

C olle ge / sc ho ol 34 %

O ffice 3 3% Le isur e 22 %

This pie chart represents 34% people use metro for college/ school 22% for leisure and this is 33% for office and 11% for others.

2.Are you satisfied with the service of metro feeder buses?

A. Yes

B. No

S a tisf ac tio n o f m e tr o fe e d e r b u s e s

No 4 1%

Ye s 5 9%

This pie chart represent that 59% people are satisfied with metro feeder buses and 41%

people are not satisfied with the same.

3.How do you rate the Parking Service?

A. Very Poor C.Average E. Very Good

B. Poor D. Good F. Excellent

P a r k i n g S e r v ic e
14 12 10 10 8 6 4 2 2 0 0 V e ry P o o r P oo r A ve r a g e G oo d V e ry G o o d E x c e l le n t 0 2

13

This graph represent that 13 person feels that parking service of metro is average,10 says it is good and 2 says is very good , 2 says is excellent.

4.Do you feel the stations are clean?

A. Yes

B. No

C le an lin e s s a t S ta tio n s

No 15 %

Y es 85 %

This pie chart represent that 85 % people says that stations are clean and 15% people are not satisfied with the cleanliness at stations.

5.What is your opinion about the cleanliness in the trains?

A. Very Poor C. Average E. Very Good

B. Poor D. Good F. Excellent

C le a n l in e s s In T h e T r a in s
12 12 10 10 8 6 4 2 0 0 V e ry P o o r P o o r A ve ra g e G oo d ve r y G o o d E x c e lle n t 0

3 2

This graph represent that 3 persons feels that parking service of metro is average,12 says it is good and 10 says is very good , 2 says is excellent.

6.Are you a smart card user?

A. Yes

B. No

P e r c en ta g e O f S m a r t C a r d U s e r s

3 3% Y es No

67 %

This pie chart represent that 67 % people says that they are smart card user and 33% people do not use smart card.

7.Do you feel that the stoppage time of train is sufficient?

A. Very Long C. Average E. Very Short

B. Long D. Short

S u f fic i e n c y O f s to p p a g e T im e O f T r a i n s
20 20 18 16 14 12 10 8 6 4 2 0 V e r y lon g Lo ng A ve ra g e S h o rt V ery sh ort 0 0 0 7

This graph represent that 20 person feels that stoppage time of trains are average of metro ,7 says it is short.

8.Do you feel that there is the need of improvement in Security Checking?

A. Yes

B. No

N e e d O f Im p ro v e m e n t I n S ec u ri ty C h e c k in g

2 2% Y es No

78 %

This pie chart represent that 78 % people says that they there is a need to improve security checking and 22% said there is no need to improve security checking?

9.What is your overall satisfaction level for Delhi Metro?

A. Very Poor C. Average E. Very Good

B. Poor D. Good F. Excellent

9.What is your overall satisfaction level for Delhi Metro?

A. Very Poor C. Average E. Very Good

B. Poor D. Good F. Excellent

O v e r a l l S a tis f a c ti o n

11 % 19 %

11 % 7% V e ry P o o r P o or A verag e G o od 15 % V e ry G o o d E x c e lle n t 37 %

According to my survey the overall satisfaction of 37% people is good feels that parking service of metro is average,12 says it is good and 10 says is very good , 2 says is excellent.

CONCLUSION & SUGGESTIONS

Conclusion
It has been concluded according to my project that the satisfaction level of the people is very good, they are satisfied with the service of Delhi Metro Rail corporation. 59% people are satisfied with the service of metro feeder

buses & 41% are not satisfied with the same. Most of the people are mark the parking service of DMRC as average. 85% people felt that stations are clean & 15 % are not agreeing with them. And when it is asked to them about the cleanliness of the stations most of them it is good and 10 people said it is very good.77% people feels that there is a need to improve the security checking as it is observed by them that checking personal become lenient at the time of checking and this kind of leniency con be dangerous from the point of view of security so DMRC should improve it. People are satisfied with the Delhi Metro Rail Corporation and their experience is good with the DMRC, its advantages more than its disadvantages.

Suggestions
I would like to suggest the following things to the Delhi Metro Rail Corporation.

1Metro service should be available at night. 2DMRC should provide extra facility to senior citizens. 3It has been observed that there is that there is no facility of drinking water at the stations so there should be proper facility of water. 4Numbers of feeder buses should be increased so that the passengers can comfortably travel in them. 5There is need to improve the security system checking as sometime the guards shows leniency at the time of checking. 6Washroom should be there at every station and no change should be taken to use the washroom and also the cleanliness of washroom should be improved 7There is need to increase the no of bogies in the metro train to cop up with the increasing number of travelers 8Frequency of metro train should be increase in those routes where travelers are more 9Stoppage time should be increased. 10Number of dustbin should be increased at every station. 11Disturbance in system of metro sometimes causes delay in arrival and departure of metro, DMRC should be work on it.

BIBLIOGRAPHY

Bibliography
BOOKS 1MARKETING MANAGEMENT, Russell S. Winer, Publication:- PEARSON EDUCATION, EDITION 2008, page 28 2PRINCIPLE OF MARKETIN, Philip Kotler Gary Armstrong, PRENTICE ,HALL OF INDIA, 12TH EDITION, page 13 WEBSITES 3http://www.delhimetrorail.com/about_us.aspx#Mission 4http://www.delhimetrorail.com/about_us.aspx#Our_Corporate_Culture 5http://www.sitepoint.com/satisfaction-7-steps/ 6http://www.blurtit.com/q944399.html 7http://www.life123.com/career-money/small-business/customerretention/importance-of-customer-satisfaction.shtml 8http://www.knowthis.com/principles-of-marketing-tutorials/managingcustomers/what-is-a-customer/

ANNEXURE

QUESTI ONNAIRE ON COUSTOMER SATISFACTION OF DMRC Name: Gender: 1.Usual purpose of travel: A.College\School D.Office Age:

B. Leisure D. Other

2.Are you satisfied with the service of metro feeder buses? A. Yes B. No 3.How do you rate the Parking Service? A. Very Poor B. Poor C.Average D. Good E. Very Good F. Excellent 4.Do you feel the stations are clean? A. Yes

B. No

5.What is your opinion about the cleanliness in the trains? A. Very Poor B. Poor C. Average D. Good E. Very Good F. Excellent 6.Are you a smart card user? A. Yes

B. No

7.Do you feel that the stoppage time of train is sufficient? A. Very Long B. Long C. Average D. Short E. Very Short 8.Do you feel that there is the need of improvement in Security Checking? A. Yes B. No

9.What is your overall satisfaction level for Delhi Metro? A. Very Poor C. Average E. Very Good B. Poor D. Good F. Excellent

10. Any suggestion for Customer Satisfaction in Delhi Metro?

S-ar putea să vă placă și