Customer Care and Customer Satisfaction:-
Passengers, consigners and consignee are the customers of railway as they
provide revenue to railway. They expect for easy availability of ticket, confirm
reservation, concession in fares and refunds as well as catering, passenger
amenities and expeditious redressal of complaints and grievances.Similarly,
consigners and consignee want privilege of smooth booking and delivery of their
goods. Therefore, railway has to look after the ways of customer satisfaction
through improvement in services.
There are two types of Customer Satisfaction.
i. Physical Satisfaction.
ii. Mental satisfaction.
Indian Railway is a commercial organisation. It should be the prime motto or
principle of every commercial organisation that every customer should get mental
and physical satisfaction. The first object of Indian Railway is to serve and then
earn the profit. The working of any organisation denotes the quality of organisation.
The higher the quality of service will be, the customer’s satisfaction will be higher.
It is not enough to earn profit for the progress of any business, but it should be
seen that quality services should be provided by which customer will get mental
and physical satisfaction.
If we are not satisfying our customer is fully, the image of railway will be negative
day by day. So, customer satisfaction is major part of our work. For the
satisfaction of customer it is essential to follow the principles of Public Relations. It
is essential to reach the passenger, their luggage, parcels, goods etc, as early as
possible at destination safely.
To improve the customer satisfaction, the following steps are taken by railway
administration.
1. Running of superfast Trains.
2. Weekly Trains are run on daily basis.
3. Tickets are issued by computerized system.
4. Provision of catering services.
5. Quick disposal of public Claims.
6. Quick disposal of public complaints.
7. Training of customer care to the commercial staff.
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