Analysis of Irctc

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  • Topic: Catering, Airline meal
  • Pages : 4 (371 words )
  • Download(s) : 98
  • Published : August 30, 2010
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MARKETING OF SERVICES

INDIAN RAILWAY CATERING AND TOURISM CORPORATION

INTRODUCTION

PEOPLE

• Not involved in online services
• Catering Services : Attendants and Platform outlet personnel • Interaction through IVR Systems and call Centres
• Ticket Booking Centres : Attending Personnel

PROCESS

• Ticket Booking :

Go to enquiry -> Fill Reservation Form -> Stand in Queue -> Hand over form to booking counter -> If Available, Ticket booked -> Make Payment -> Exit

• Online Ticket Booking :

Go to irctc.co.in -> Log in to account -> Fill online form -> Check Availability -> Make Payment -> Ticket Booked -> Take printout -> Log out

Enquiry and Catering Service are direct “ask and get” services. IRCTC also provides Self service kiosks for enquiry and ticket booking.

PHYSICAL EVIDENCE :

• Railway Reservation centres
• Outlets on Platforms
• The food offered and packaging

CLASSIFICATION OF SERVICES :

• Ticket booking :
Online : Customer – Mobile ,
Service – Mobile (Same for tourist/hotel booking service) Reservation Centres : Customer – Mobile,
Service – Static

• Catering:

In train catering service : Customer – Static,
Service – Static
On Platform Outlets : Customer – Mobile,
Service – Static

FLOWER OF THE SERVICE PROVIDED

SERVICE LINES AND DEPTHS

LINES DEPTHS

[pic]

CHANNELS USED:

• People

• Mobile or remote

• Self Service Technology

• E-channels

CURRENTLY:

• Food Plazas/Fast Food Units – 53
• Automated Vending Machine – 750
• Stalls – 2950
• Trolleys & Khomchas – 3291
• Book Stalls – 698
• Milk Stall – 249
• 7918 Static units spread over 1008 number of Special A, A, B & C Category of stations over Indian Railways network....
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