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PRESENTED TO, MR. BAXIS PATEL FACULTY MEMBER, NAVNIRMAN INSTITUTE OF MANAGEMENT, (BBA COLLEGE, SURAT) PRESENTED BY, SAURABH SINGHAL (3222) DEV THAKKAR (3229) JENNIS TALESARA (3228) LAKSHAY SACHDEVA (3188) DHRUVIN THAKKAR (3230)
INDEX
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INTRODUCTION TO TARNSPORT SERVICES INTRODUCTI0N TO INDIAN RAILWAYS CHARACTERISTICS OF SERVICES WITH REFERENCE TO INDIAN RAILWAYS SERVICE MANAGEMENT AT INDIAN RAILWAYS (7Ps) SERVICES OF INDIAN RAILWAYS THE FLOWER OF SERVICES OF INDIAN RAILWAYS BRANDING SERVICE PRODUCTS AT INDIAN RAILWAYS PRICING STRATEGY OF INDIAN RAILWAYS CHANNEL OF DISTRIBUTION AT INDIAN RAILWAYS CUSTOMER ROLE IN SERVICE DELIVERY EMPLOYEES ROLE IN SERVICE DELIVERY MARKETING COMMUNICATION MIX OF INDIAN RAILWAYS SERVICE CULTURE AT INDIAN RAILWAYS SERVICE BLUEPRINT OF INDIAN RAILWAYS SERVICESCAPE MODEL OF INDIAN RAILWAYS
6%
6% 17%
71%
Key people
Services
Revenue
Net income
Owner(s)
Employees Divisions
Website
www.indianrailways.gov.in
1676 mm; 1000 mm; 762 mm; 610 mm 21,500 km 65,000 km New Delhi, India www.indianrailways.gov.in
Perishability Products are produced in the factory today, stocked for the next two, three or four months and sold when an order is procured. However, services cannot be stored because they are perishable. Ownership When you buy a product, you become its owner be it a pencil, book, shirt, refrigerator or a car. In case of a service you only pay for its use but you never own it. You book for yourself passage by air from Delhi to Bombay, you have paid only for the use of air seat but you dont own it. By paying wages you can hire the services of a baby sitter for some stipulated time but cannot own it.
Indian Railway Catering and Tourism Corporation (IRCTC) is a subsidiary of the Indian Railways that handles the catering, tourism and online ticketing operations of the railways. Indian Railway Catering and Tourism Corporation Ltd. has been set up by the Ministry of Railways with the basic purpose of hiving off entire catering and tourism activity of the railways to the new Corporation so as to professionalize and upgrade these services with public-private participation. Rail based Tourism in India will be the specific vehicle for achieving high growth in coordination with state agencies, tour operators, travel agents and the hospitality industry. A dynamic marketing strategy in association with public and private agencies, tour operators, transporters, hoteliers and local tour promoters is on the anvil. Indian Railways span global volumes in hospitality and catering sectors with services provided to 13 million passengers every day. Mission "Enhance customer services and facilitation in railway catering, hospitality, travel and tourism with best industry practices". Food Plaza On-Board Catering Catering Stalls Automatic Vending Machines: Serving hot and cold beverages and a variety of per-packed snacks are being dispensed. The product dispensed is standardized in terms of quality and quantity. Rail Neer Packaged Drinking Water. The bottled water brand of IRCTC has set new bench mark for the packaged drinking water in terms of quality, visibility and taste.
*ZERO level distribution means the service is given directly to the target customer. *The Various services produced by railways is directly received or used by the customer. *There is no retailer/wholesaler between the service provider and the service user in INDIAN RAILWAYS.