Description
Service sector marketing
WHAT IS SERVICE?
A service is any action performed by a company or an organization for the customer. Services are mostly intangible which cannot be touched or seen but can be felt. A Service cannot result in to ownership of anything like done in products. Services include all economic activities whose output is not a physical product. It is generally consumed at the time it is produced and provides added value in forms (such as convenience, timeliness, comfort or health etc.). The main aim of providing services to the customer is give satisfaction.
BASIC SERVICE – INDIAN RAILWAYS
In India railways are owned and controlled by a single management that is Government. It is also one of the largest rail networks in the world. Indian railways are spread through out the country. Railways in India started during the British period. It covers around 63000 kilometers and has more than 7000 stations. The first train in India started between Bombay to Thane in the year 1853. Indian railways have started new metro rails services in Delhi. Indian railways are planning to develop with many modern techniques. Many new routes are being made so as to make the network more vast and trying to reach every part of the country.
MAIN BENEFIT
People today like to travel in comfort and also at cheap rates for long journey. Many people travel by different modes of transport like train, airplane or by buses etc. The main benefit of traveling by train in India is cheap, comfort and also enjoyable but takes a lot of time to travel from one place to another. Airplane is the costliest mode of travel but still many people travel due to its time saving and also comforts. People in India mostly travel in train due to its cheapness and also comfort. The main reason why people travel by train is its affordability and also greater flexibility. Trains can reach those places where airplane cannot reach. Hence this is the main advantage why people travel by trains. Normally in India people travel in vacations. During vacations most of the people visit their native place, which is located in far villages. The only mode of transport that can reach near is train or buses. As buses take a longer time than trains. Hence people prefer to travel by train. This mode of transport is best for families going to other parts of the country because of its cheapness, comfort and well suited for families going together. People of different places of different cast travel by trains, this allows people to meet different people of different backgrounds and origin etc.
EXPECTED SERVICES FROM INDIAN RAILWAYS
People when they travel by train expect good and better services. Firstly a person will expect the train to arrive and depart at proper time without delaying. People want the train to be on the platform 15 – 20 minutes earlier than the departure time. So that people can board the train with their luggage easily without any trouble. People expect the train to be cleaned and well maintained, the seats, floor and toilets to be cleaned and maintained. If the seats are toned they should be replaced. Toilets should have proper supply of water so as it does not create any problem in the future journey. The fans and lights are expected to be proper working condition as it may affect the person’s journey and wont feel comfortable. If the train is air condition (A/C) train the A/c should be working and at a controlled temperature so that it is not too cold or not too hot. Hence people while traveling expect the journey to be calm, comfortable and does not expect to be very noisy or troubling. The seating arrangements are expected of good quality so that it provides comfort while sitting or sleeping. People often order their food in the train while traveling. They expect the food to be of better or good quality, fresh and be served in a well-mannered way.
AUGMENTED SERVICES
Augmented services means extra or add on services given to the customers or passengers. The extra services are provided depending on the route people travel. For e.g. in Rajdhani express, the route between Mumbai and Delhi, many extra services are provided. The main extra services provided are providing drinking water, tea-coffee facilities whenever required. The passengers are provided with breakfast. People are also provided with newspaper or magazines so that they can enjoy reading while traveling. In many a/c trains people are provide with pillows and blankets, which are cleaned, and in good condition. Many people also expect the FM/radio or songs to be played in the speaker.
POTENTIAL SERVICES
There are many potential services, which Indian railways can provide to the passengers while traveling. Providing of personalize ear phones where FM/radio or songs can be played. This would help the passenger to listen the songs of his/her choice and also can listen whenever required without disturbing the other passengers. Providing of telephone facility is also one of the main facilities, which passengers need. Talking to their people helps the person to be in touch with other people while traveling. Providing television (T.V.) facility makes the
passengers happy and are entertained by watching T.V. this would help the passengers to see the news know about various things happening while traveling. The speakers in the trains can also be used to provide information about the next station or place which is going to come and also about that place, about the weather, temperature etc. Providing personalize cabin for the families (members of 6) traveling will be great help to the people traveling and also for Indian railways. This would allow the family people to have privacy. As the communication network is growing there is also lot of advance in technology. Wireless Internet cafe can be provided so that people can surf the net and be in touch with other people. People in India are found of films. Providing a mini theater showing latest films can benefit both the passenger and also the railways. As the passengers can pass their time and railways can earn a good amount through this. For the small children who feel bored they can be provided with some toys so that they can be busy and do not disturb the other people. The main problem of the trains in India is time because of the speed. Indian railways can introduce new faster and speed trains so that they can run fast and also the journey time can be brought down.
doc_325515618.doc
Service sector marketing
WHAT IS SERVICE?
A service is any action performed by a company or an organization for the customer. Services are mostly intangible which cannot be touched or seen but can be felt. A Service cannot result in to ownership of anything like done in products. Services include all economic activities whose output is not a physical product. It is generally consumed at the time it is produced and provides added value in forms (such as convenience, timeliness, comfort or health etc.). The main aim of providing services to the customer is give satisfaction.
BASIC SERVICE – INDIAN RAILWAYS
In India railways are owned and controlled by a single management that is Government. It is also one of the largest rail networks in the world. Indian railways are spread through out the country. Railways in India started during the British period. It covers around 63000 kilometers and has more than 7000 stations. The first train in India started between Bombay to Thane in the year 1853. Indian railways have started new metro rails services in Delhi. Indian railways are planning to develop with many modern techniques. Many new routes are being made so as to make the network more vast and trying to reach every part of the country.
MAIN BENEFIT
People today like to travel in comfort and also at cheap rates for long journey. Many people travel by different modes of transport like train, airplane or by buses etc. The main benefit of traveling by train in India is cheap, comfort and also enjoyable but takes a lot of time to travel from one place to another. Airplane is the costliest mode of travel but still many people travel due to its time saving and also comforts. People in India mostly travel in train due to its cheapness and also comfort. The main reason why people travel by train is its affordability and also greater flexibility. Trains can reach those places where airplane cannot reach. Hence this is the main advantage why people travel by trains. Normally in India people travel in vacations. During vacations most of the people visit their native place, which is located in far villages. The only mode of transport that can reach near is train or buses. As buses take a longer time than trains. Hence people prefer to travel by train. This mode of transport is best for families going to other parts of the country because of its cheapness, comfort and well suited for families going together. People of different places of different cast travel by trains, this allows people to meet different people of different backgrounds and origin etc.
EXPECTED SERVICES FROM INDIAN RAILWAYS
People when they travel by train expect good and better services. Firstly a person will expect the train to arrive and depart at proper time without delaying. People want the train to be on the platform 15 – 20 minutes earlier than the departure time. So that people can board the train with their luggage easily without any trouble. People expect the train to be cleaned and well maintained, the seats, floor and toilets to be cleaned and maintained. If the seats are toned they should be replaced. Toilets should have proper supply of water so as it does not create any problem in the future journey. The fans and lights are expected to be proper working condition as it may affect the person’s journey and wont feel comfortable. If the train is air condition (A/C) train the A/c should be working and at a controlled temperature so that it is not too cold or not too hot. Hence people while traveling expect the journey to be calm, comfortable and does not expect to be very noisy or troubling. The seating arrangements are expected of good quality so that it provides comfort while sitting or sleeping. People often order their food in the train while traveling. They expect the food to be of better or good quality, fresh and be served in a well-mannered way.
AUGMENTED SERVICES
Augmented services means extra or add on services given to the customers or passengers. The extra services are provided depending on the route people travel. For e.g. in Rajdhani express, the route between Mumbai and Delhi, many extra services are provided. The main extra services provided are providing drinking water, tea-coffee facilities whenever required. The passengers are provided with breakfast. People are also provided with newspaper or magazines so that they can enjoy reading while traveling. In many a/c trains people are provide with pillows and blankets, which are cleaned, and in good condition. Many people also expect the FM/radio or songs to be played in the speaker.
POTENTIAL SERVICES
There are many potential services, which Indian railways can provide to the passengers while traveling. Providing of personalize ear phones where FM/radio or songs can be played. This would help the passenger to listen the songs of his/her choice and also can listen whenever required without disturbing the other passengers. Providing of telephone facility is also one of the main facilities, which passengers need. Talking to their people helps the person to be in touch with other people while traveling. Providing television (T.V.) facility makes the
passengers happy and are entertained by watching T.V. this would help the passengers to see the news know about various things happening while traveling. The speakers in the trains can also be used to provide information about the next station or place which is going to come and also about that place, about the weather, temperature etc. Providing personalize cabin for the families (members of 6) traveling will be great help to the people traveling and also for Indian railways. This would allow the family people to have privacy. As the communication network is growing there is also lot of advance in technology. Wireless Internet cafe can be provided so that people can surf the net and be in touch with other people. People in India are found of films. Providing a mini theater showing latest films can benefit both the passenger and also the railways. As the passengers can pass their time and railways can earn a good amount through this. For the small children who feel bored they can be provided with some toys so that they can be busy and do not disturb the other people. The main problem of the trains in India is time because of the speed. Indian railways can introduce new faster and speed trains so that they can run fast and also the journey time can be brought down.
doc_325515618.doc