Download - Preeti Narang Irctc
-
8/18/2019 Preeti Narang Irctc
1/55
RESEARCH PROJECT REPORT
ON
“A COMPREHENSIVE STUDY OF CUSTOMER SATISFACTION TOWARDS TICKETING SERVICES IRCTC”
SESSION :( 2015-201!
S"#$%&&' %) *+,&%+ .".%$')& /. &' ','' /.
MASTER OF USINESS ADMINISTRATION
D, A3P3J3 ADU4 KA4AM UNIVERSITY
(NMA 05!
SUMITTED TO: SUMITTED Y:
MR33GAURAV SA6ENA PREETI NARANG
MA:IV SEM
FUTURE INSTITUTE OF MANAGEMENT
AND TECHNO4OGY7AREI44Y
-
8/18/2019 Preeti Narang Irctc
2/55
EXECUTIVE SUMMARY
Indian Railway Catering and Tourism Corporation (IRCTC) is a susidiary
o! t"e Indian Railways t"at "andles t"e #atering$ tourism and online ti#%eting
operations o! t"e railways&
Tourism industry in India is on a great oom at t"e moment& India "as
tremendous potential to e#ome a ma'or gloal tourist destination and Indian
tourism industry is eploiting t"is potential to t"e "ilt& Trael and tourism
industry is t"e se#ond "ig"est !oreign e#"ange earner !or India$ and t"e
goernment "as gien trael * tourism organi+ations eport "ouse status&
Indian Railway Catering and Tourism Corporation ,td& "as een set up y
t"e Ministry o! Railways wit" t"e asi# purpose o! "iing o!! entire #atering
and tourism a#tiity o! t"e railways to t"e new Corporation so as to
pro!essionali+e and upgrade t"ese seri#es wit" puli#-priate parti#ipation&
Rail ased Tourism in India will e t"e spe#i!i# e"i#le !or a#"ieing "ig"
growt" in #oordination wit" state agen#ies$ tour operators$ trael agents and
t"e "ospitality industry& A dynami# mar%eting strategy in asso#iation wit"
puli# and priate agen#ies$ tour operators$ transporters$ "oteliers and lo#al
tour promoters is on t"e anil& Indian Railways span gloal olumes in
"ospitality and #atering se#tors wit" seri#es proided to ./ million
-
8/18/2019 Preeti Narang Irctc
3/55
passengers eeryday&
In t"is pro'e#t we tried to identi!y t"e seri#e deliery me#"anisms adopted
y t"e IRCTC& As it is t"e only player in t"e online railway ti#%et
reseration$ we "ae done an intensie resear#" in t"e areas o! te#"nology$
demand supply$ #ustomer satis!a#tion and t"eir inolement in ma%ing t"e
0oernment susidiary a leading player in t"e tourism and online ti#%eting&
SC12E 13 T4E STU5Y
T"e study #oers t"e arious aspe#ts o! strategies w"i#" "elp in determining
t"e Seri#e o!!erings and analysis o! t"is industry&
167ECTIVE 13 T4E STU5Y
T"e primary o'e#tie o! t"e study is to ealuate t"e e!!e#tieness o!
Seri#es Mar%eting at IRCTC& In t"e lig"t o! t"is primary o'e#tie$ t"e
-
8/18/2019 Preeti Narang Irctc
4/55
!ollowing su-o'e#ties are set&
To review the historical aspects of IRCTC and its growth.
To know the position of the E-Commerce industry as a whole
in the world as well as in INDI. To identify the service and technology needed in IRCTC.
To assess the purpose and uses of e!ective service and
technology. To study and analy"e the further steps to #e taken after
doing the necessary analysis of IRCTC.
To evaluate various techni$ues or operations followed in this
regard. To know how mutuality it will increase and strengthen the
relationship #etween each employee and customers. To know the commitment of the employees towards the
organi"ation with the Company%s policies.
RESEARC4 MET4151,10Y
Resear#" is an art o! s#ienti!i# inestigation& Resear#" #omprises de!ining
and rede!ining prolems$ !ormulating "ypot"esis or suggested solutions$
#olle#ting$ organi+ing and ealuating data$ ma%ing dedu#tion and rea#"ing
#on#lusions and at last #are!ully testing t"e #on#lusion to determine w"et"er
t"ey !ormulating "ypot"esis&
Met"odology8 T"e Study is aout t"e Seri#es Mar%eting Strategies in an
-
8/18/2019 Preeti Narang Irctc
5/55
1rgani+ation& It deals wit" t"e title o! t"e study$ need o! t"e study$ o'e#ties
* S#ope o! study&
Title o! t"e Study8 T"e study is titled as Report on Seri#es Mar%eting at
IRCTC$ 4yderaad&
5ata is #olle#ted !rom primary and se#ondary sour#es&
Colle#tion o! t"e data is o! primary importan#e in t"e resear#" pro#ess& 5ata
w"i#" is #olle#ted !or t"e purpose o! resear#" "elps in proper analysis w"i#"
is "elp!ul to #ondu#t resear#" e!!e#tiely& T"e data sour#e$ w"i#" is ery
important in t"e #olle#tion o! data$ is primary data and se#ondary data&
6ot" primary and se#ondary data are ta%en into #onsideration !or t"e study
y t"e strategies !ollowed y IRCTC&
2rimary 5ata8 T"is #onsists o! original in!ormation gat"ered !or spe#i!i#
purpose& T"e normal pro#edure is y intera#ting wit" t"e people indiidually
and9 or in a group$ to get t"e re:uired data&
Se#ondary 5ata8 T"is #onsists o! t"e in!ormation t"at already eists
somew"ere$ eit"er in some Annual Re#ords or Maga+ines et#$ "aing een
#olle#ted !or ot"er purpose& 4ere t"e resear#"er "as ot" primary as well as
se#ondary data&
Surey Approa#"8
T"e :uestionnaire was administered t"roug" dire#t #onta#t wit" respondents&
-
8/18/2019 Preeti Narang Irctc
6/55
.& Sampling Te#"ni:ue8
T"e study #oers a sample o! employees o! IRCTC ,td& T"e Respondents
were sele#ted on a Sample Random asis !rom t"e !ollowing #ategories o!
t"e employees$
a) Senior managers
) 5eputy Managers
#) 7unior 1!!i#ers
d) Assistants
Sampling 2ro#edure8 T"e sampling met"od used is Random Sampling& T"is
sampling Met"od is used e#ause t"e respondents were sele#ted randomly&
T"e sampling unit sele#ted mostly !rom Ee#uties and non ee#uties&
E-C1MMERCE I;5USTRY I; I;5IA
T"e #utting edge !or usiness today is e-#ommer#e& Most people t"in% e-#ommer#e
means online s"opping& 6ut we s"opping is only a small part o! t"e pi#ture& T"e
term also re!ers to online sto#%$ ond transa#tions$ uying and downloading
-
8/18/2019 Preeti Narang Irctc
7/55
so!tware wit"out eer going to a store& In addition$ e-#ommer#e in#ludes usiness
to usiness #onne#tions t"at ma%e pur#"asing easier !or ig #orporations&
E-#ommer#e is generally des#ried as a met"od o! uying and selling produ#ts and
seri#es ele#troni#ally& T"e main e"i#le o! e-#ommer#e remains t"e Internet and
t"e
-
8/18/2019 Preeti Narang Irctc
8/55
E-#ommer#e industry "as tou#"ed =>.? #rore$ online #lassi!ieds8 @>? #rores$ online
trael8 ??? #rores (/?B 'ump !rom Rs $?@? #rore in ?) as per t"e surey
#ondu#ted y t"e IAMAI and IMR6
1nline Trael Industry8 growt" rate o! /?B to Rs $??? #rore y end 3Y?= (!rom
DD?? #rores in ?@)
1nline Classi!ieds8 rea#"ed Rs @>? #rore y end 3Y?@
1nline retailing9au#tion (eTailing)8 Rs .$.?D #rore industries y end 3Y?= (!rom
Rs @D? #rore in 3Y?@&
5igital downloads (i&e& downloading !rom Internet to moiles using wap p"ones or
we) and paid #ontent (resear#"9e#lusie ideos9arti#les et#) !or t"e rest o! >@D
#rores&
T"e ma'or triggers o! e-#ommer#e in India were8
Saes time and e!!orts
Conenien#e o! s"opping at "ome
-
8/18/2019 Preeti Narang Irctc
9/55
Cannot argain9;egotiate
;ot sure o! se#urity o! transa#tions 9 Credit #ard misuse
;eed to tou#" and !eel t"e produ#t
Signi!i#ant dis#ounts are not t"ere
4ae to wait !or deliery
EC1MMERCE 0R1??=& 1ne was prepared y t"e ;ational Committee on E-
Commer#e set up t"e Con!ederation o! Indian Industry (CII)$ w"ile t"e ot"er was
#ommissioned y t"e ;ASSC1M and prepared y t"e 6oston Consulting 0roup&
6ot" t"e reports are optimisti# aout t"e growt" o! e-#ommer#e in India& T"e
Con!ederation o! Indian Industry (CII) report estimates t"e olume o! e-#ommer#e
to grow to Rs .D?? illion (USF .?&G illion) in t"e year >??=$ out o! w"i#" 6>6
will e Rs @>? illion (USF .@ illion) and 6>C will e Rs G@? illion& T"e
;ASSC1M-6C0 Report$ on t"e ot"er "and$ estimates !or t"e same year t"at t"e
-
8/18/2019 Preeti Narang Irctc
10/55
total olume o! e-#ommer#e will e Rs .$=D? illion$ out o! w"i#" Rs .$=>? illion
(USF H. illion) will e on a##ount o! 6>6 and Rs /? illion (USF GH million) will
e on a##ount o! 6>C (;ASSC1; and 6C0$ >??=)&
IRCTC
Indian Railway Catering and Tourism Corporation (IRCTC) is a susidiary o! t"e
Indian Railways t"at "andles t"e #atering$ tourism and online ti#%eting operations
o! t"e railways&
Indian Railway Catering and Tourism Corporation ,td& "as een set up y t"e
Ministry o! Railways wit" t"e asi# purpose o! "iing o!! entire #atering and
tourism a#tiity o! t"e railways to t"e new Corporation so as to pro!essionali+e and
upgrade t"ese seri#es wit" puli#-priate parti#ipation& Rail ased Tourism in
India will e t"e spe#i!i# e"i#le !or a#"ieing "ig" growt" in #oordination wit"
state agen#ies$ tour operators$ trael agents and t"e "ospitality industry& A dynami#
mar%eting strategy in asso#iation wit" puli# and priate agen#ies$ tour operators$
transporters$ "oteliers and lo#al tour promoters is on t"e anil& Indian Railways
span gloal olumes in "ospitality and #atering se#tors wit" seri#es proided to
-
8/18/2019 Preeti Narang Irctc
11/55
-
8/18/2019 Preeti Narang Irctc
12/55
a#ross t"e #ountry& IRCTC arranges !or !ull train #"arters$ #oa#"es as well as
resered ert" programmes t"roug" regular trains !or tourism purposes& 5uring t"is
s"ort period we "ae een ale to proide su#" !a#ilities to oer D?$??? persons&
Internet Rail Reseration T"ere "as een a latent demand in t"e #ountry !or ti#%et
aailaility at t"e door-step& IRCTC "as already deeloped t"is !a#ility at 5el"i$
C"ennai$ 6angalore$ Lol%ata and Mumai& Very soon t"e !a#ility will spread to
4yderaad$ 2une and A"madaad& A!ter #onsolidation at t"ese #enters$ !urt"er
deelopment in t"e ma'or towns will ta%e pla#e& IRCTC we enaled reseration
site is IRCTC 1nline 2assenger Reseration System ("ttp899www&ir#t#o&in)
3ood 2la+as IRCTC "as !irmed up plans to set up oer D? multi-#uisine !ood
pla+as at ma'or railway stations t"roug"out t"e #ountry during t"e #urrent year& T"e
3ood pla+as will "ae #ontemporary de#or$ air #onditioned amien#e and round t"e
#lo#% operation to suit passenger #onenien#e wit" mar%et drien #ompetitie
pri#ing&
Call Center IRCTC "as re#ently inaugurated a Call Center& A #ustomer #an dial
./= !rom anyw"ere in t"e #ountry and get all in!ormation !rom Indian Railways&
Seri#es proided y t"em are8
Catering 9 4ospitality
1nline Ti#%eting
Tourism
-
8/18/2019 Preeti Narang Irctc
13/55
3oundation8
IRCTC 1nline 2assenger Reseration System ("ttp899www&ir#t#o&in) is t"e most
su##ess!ul e-#ommer#e wesite in India& More t"an ?D? reserations eeryday$
and aout @D?? trains in#luded in t"e oo%ing pro#ess&
IRCTC (Indian Railway Catering and Tourism Corporation ,td&$ set y t"e
Ministry o! Railways in .===) "as played a "uge role in trans!orming #ustomer
eperien#e !or uying a railway ti#%et& T"e lengt"y :ueues !or oo%ing ti#%ets or
la#% mar%eting o! ti#%ets is no more t"e de!ault way o! uying ti#%ets&
IRCTC "as also introdu#ed many innoations in#luding e-ti#%et and moile
oo%ing&
T"e wesite is a ad eperien#e !or t"e user& Many operations are slow$ error
prone and di!!i#ult to understand& I! one step goes wrong$ you "ae to do t"e w"ole
pro#ess again&
It "as ta%en us any time etween .D minutes to G "ours to oo% a ti#%et
su##ess!ully& Many ot"ers s"are similar eperien#e&
T"e new Nui#% 6oo% !eature addresses many o! t"e #on#erns&
Yet$ t"e pro#ess #an e signi!i#antly improed O resulting not only in mu#" "ig"er
#ustomer satis!a#tion$ ut also mu#" lower transa#tion times$ and #onse:uently$
less load and andwidt" #onsumption !or t"e serer&
-
8/18/2019 Preeti Narang Irctc
14/55
SERVICES 133ERE5 8
.& 6oo%ing o! I-ti#%ets$ e-ti#%ets and tat%al ti#%ets&
I-ti#%et - re!ers to a Railway reseration oo%ed on t"is wesite !or t"e
#onsummation o! w"i#" a printed Railway ti#%et on standard Stationery is
dispat#"ed y IRCTC to t"e Customer t"roug" t"e #ourier$ w"i#" #onstitute t"e
aut"ority to trael on trains&
E-ti#%et - E-ti#%et - re!ers to a Railway reseration oo%ed on t"is wesite$ !or t"e
#onsummation o! w"i#" t"e #ustomer prints out an Ele#troni# Reseration Slip
w"i#"$ along wit" one o! t"e aut"ori+ed personal identi!i#ation$ #onstitutes t"e
aut"ority to trael$ in lieu o! t"e regular ti#%et on standard Stationery&
Tat%al Ti#%et-A ti#%et oo%ed against Tat%al Nuota against etra payment o!
premium #"arges as per etant Railway rules&
>& A maimum o! si ert"s9seats #an e oo%ed at a time !or a spe#i!ied 'ourney
etween any two stations sered y t"e train su'e#t to distan#e restri#tions in
-
8/18/2019 Preeti Narang Irctc
15/55
!or#e&
/& An indiidual user #an oo% a maimum o! ten ti#%ets in a #alendar mont"&
H& 6oo%ing #an e done against general (0;)$ SS (senior #iti+en)$ ladies (,5) and
tat%al (CL) :uota ert"s9seats only&
D& Tat%al Nuota (CL) ert"s9seats are earmar%ed in all-important trains in di!!erent
#lasses e#ept 3irst Class Air-#onditioned (.A) #lass& ,adies :uota (,5) is
generally earmar%ed in Sleeper #lass (S,) and se#ond sitting (>S)&
G& In #ase o! ti#%ets oo%ed t"roug" internet no #on#ession is permitted e#ept
senior #iti+en&
& 0eneral en:uiries aailale8
a& A##ommodation aailale !or a train9date #omination
& Current Status o! resered ti#%ets&
#& Time tale
d& Train !are
e& Trains aailale etween a gien pair o! stations
@& Courier deliery o! ti#%ets (I-ti#%ets) limited to postal addresses #oered y t"e
pin #odes listed under t"e lin% 2la#es o! 5eliery & 3or details o! areas w"ere
#ourier deliery is proided at present$ #ategori+ed y 2I;C15E
=& E-6oo%ing or E-reseration !a#ility aailale !or all trains&
-
8/18/2019 Preeti Narang Irctc
16/55
.?& 1n line #an#ellation !a#ility !or E-ti#%ets alone$ up to t"e #"arting time !or t"at
train& (E-ti#%ets #annot e #an#elled at #ounters)
..& Moile oo%ing o! I-Ti#%ets and E-ti#%ets t"roug" ;02AY Moile appli#ation$
oo%ing o! I-Ti#%ets and E-ti#%ets t"roug" CSAM- IRCTC Moile Appli#ation$ I
ti#%ets on airtel lie$ ia IRCTCKs & Auto-Up gradation is aailale to t"e net "ig"er #lass on optional asis& (As
per railway rules)&
TICLET 611LI;0 A;5 5IS2ATC4 SERVICES8
IRCTC agrees to proide online ti#%et oo%ing !a#ilities to registered users w"o
agree to t"e terms and #onditions
Standard o! Seri#e8 IRCTC will supply t"e seri#e to you wit" reasonale #are
and s%ill&
Seri#e 4ours8 6oo%ing t"roug" Internet is allowed !rom D AM to ..&/? 2M
(Indian Standard Time) on all days in#luding Sundays& Seri#e "ours are liale to
e #"anged wit"out prior noti#e& I! you try oo%ing e!ore @ AM$ !or opening dayKs
ti#%ets$ t"e reseration will !ail$ wit" your a##ount getting deitedJ IRCTC will
re!und t"e entire !are and IRCTCKs seri#e #"arges$ ut t"e an%9#ard transa#tion
#"arges are li%ely to e !or!eited
-
8/18/2019 Preeti Narang Irctc
17/55
Issue o! Ti#%ets User Registration8 Must e a registered user to use IRCTC site to
oo% ti#%ets and !or any type o! en:uiries& ;o user #an register more t"an on#e on
t"e site& All payments towards t"e #ost o! t"e ti#%ets issued will e t"roug" one o!
t"e payment mode proided on t"e payment page& T"e site is VeriSign se#ured and
#redit #ard details will trael on t"e Internet in a !ully en#rypted (.>@ it$ rowser
independent en#ryption) !orm& To ensure se#urity$ #ard details are ;1T stored in
-
8/18/2019 Preeti Narang Irctc
18/55
-
8/18/2019 Preeti Narang Irctc
19/55
Catering Stalls8 Catering stalls are aest"eti#ally designed on a modular stall
spe#i!i#ation wit" all in uilt re:uirements to sere t"e :uality !ood and eerages
on time as per t"e needs o! t"e passengers&
Automati# Vending Ma#"ines8 Sering "ot and #old eerages and a ariety o! per-
pa#%ed sna#%s are eing dispensed& T"e produ#t dispensed is standardi+ed in terms
o! :uality and :uantity&
Rail ;eer 2a#%aged 5rin%ing
-
8/18/2019 Preeti Narang Irctc
20/55
II& Trend >8 Conenien#e Is Ling
T"e rise in #onenien#e !oods oer t"e last .? years "as een illustrated in t"e
steady growt" o! !ast-!ood #"ains in t"e India& T"e road su##ess o! t"e #ell p"one
is symoli# o! Indians greater moility& T"is on-t"e-run mentality "as #reated t"e
need !or :ui#%$ easy-to-prepare !oods& T"e in#rease in single parent "ouse"olds$
women in t"e wor%pla#e and t"e amount o! disposale in#ome o! teenagers "ae
added to t"e need !or ready-to-eat meals& Conenien#e !oods need to e easy to
ma%e !or any age group$ wit" easy #leanup and little or no waste& Most meals are
eaten on-t"e-go$ so t"e aility to "old t"e !ood item wit" one "and and t"e !reedom
to eat wit"out utensils are important&
III& Trend /8 4ealt"y Is In
Anot"er trend in Indian eating "aits is t"e desire !or "ealt"y meals&
-
8/18/2019 Preeti Narang Irctc
21/55
In addition to "ealt"y !oods$ #onsumers are re:uesting more multi#ultural meals&
-
8/18/2019 Preeti Narang Irctc
22/55
#an pla#e an order t"roug" online w"ile oo%ing "is9"er ti#%et&
Ma'or players in t"e industry8
As IRCTC is a w"ole and sole susidiary o! Indian Railways$ it is a monopoly in
t"e #atering seri#es o!!ered y it& 6ut still IRCTC wel#omes 3ood and 6eerages
#ompanies$ 3ast 3ood Ma'ors$ 4oteliers and ot"er #aterers to asso#iate wit" t"e
IRCTC to e#ome strategi# partner !or 3a#ilitating :uality !ood and eerages
seri#es to Rail passengers&
Competitors8
IRCTC "as no #ompetitors as mentioned earlier& 6ut t"in%ing roadly #ompetitors
!or IRCTC eists !rom 4ousewi!es and lo#al !ood sellers at t"e railway plat!orms&
As per t"e Indian passengers tenden#y$ most o! t"e passengers pre!er "ome !ood
e#ause o! t"eir #onenien#e$ :uality$ tastes$ "ygiene$ #ost and :uantity& 4en#e
IRCTC is putting its est e!!orts to proide all t"e needs o! t"e passengers to sere
:uality !ood at #ost e!!e#tie pri#es&
Tangiility Spe#trum8
TA;0I6,E 3ACT1RS 13 2A;TRYCAR SERVICES
T"e seri#e is people pro#essing8 T"ey would %now t"e produ#t :uality in terms o!
taste& So taste is t"e tangiility !a#tor&
-
8/18/2019 Preeti Narang Irctc
23/55
2a#%age :uality$ seri#e proider dress #ode$ purity o! water$ pa#%aging o! water&
All t"ese !a#tors en"an#e t"e tangiility !a#tors o! pantry #ar seri#es&
SERVICE 133ERI;0
Customer Epe#tations o! seri#e8
Customer epe#tations are elie!s aout seri#e deliery t"at seres as standards or
re!eren#e points against w"i#" per!orman#e is 'udged& 6e#ause #ustomers #ompare
t"eir per#eptions o! per!orman#e wit" t"ese re!eren#e points w"en ealuating
seri#e :uality$ t"oroug" %nowledge aout #ustomer epe#tations is #riti#al to
seri#e mar%eters& Lnowing w"at t"e #ustomer epe#ts is t"e !irst and possily
most #riti#al step in deliering :uality seri#e&
Customer epe#tations in train ary !rom region to region& As India is diersi!ied
#ountry IRCTC is trying "ard to ma%e #ommon menu and also Al-Carte menu
w"i#" satis!ies t"e regional tastes and pre!eren#es&
Customer want seri#es li%e 3ood Sered "ot$ wit" premium :uality at a!!ordale
pri#es& As eery #ustomer "as +one o! toleran#e i! t"e seri#e drops elow
ade:uate seri#e #ustomer !eels !rustrated and t"eir satis!a#tion wit" t"e proider
will e undermined&
6undle o! ene!its typi#ally re#eied y #ustomers8
In Ra'd"ani and s"atadi trains di!!erent menus are aailale !or passengers to
ma%e most o! it& 3ood pri#e i&e&$ pa#%age o! ed tea to dinner are in#luded in t"e
-
8/18/2019 Preeti Narang Irctc
24/55
Ti#%et !are !or t"e passengers& 3or t"e ot"er super!ast and epress trains standard
menu is to e utili+ed y t"e #ustomers w"ere t"e #atering #ost is not inoled in
passenger tari!!& 3or t"is reason t"e #ost o! ea#" item is #learly de!ined so t"at t"e
#ustomers !eels satis!ied and alue !or produ#t& Seri#e is !ast !or t"e #ustomers&
6ased on t"e pa#%ages di!!erent items are sered in a #omo style w"i#" is
ene!i#iary !or t"e passengers&
Seri#e Nuality 5imensions8
T"ere are !ie seri#e :uality dimensions& T"ey are Tangiles$ Reliaility$
Responsieness$ Assuran#e and Empat"y&
TA;0I6,ES
Appearan#e o! p"ysi#al !a#ilities$ e:uipment$ personnel$ and #ommuni#ation
materials&
RE,IA6I,ITY
Aility to per!orm t"e promised seri#e dependaly and a##urately&
RES21;SIVE;ESS
-
8/18/2019 Preeti Narang Irctc
25/55
Caring$ indiiduali+ed attention t"e !irm proides its #ustomers
Yes all t"e dimensions are appli#ale to t"is industry$ Espe#ially Responsieness
and Reliaility is most important w"en #ompared to ot"ers& 6e#ause prompt
seri#e and deliery drags #ustomers attention and wins #on!iden#e&
Customers inolement in t"e seri#e deliery8
T"e importan#e o! #ustomers in su##ess!ul seri#e deliery is oious i! seri#e
per!orman#es are loo%ed at as a !orm o! drama &Customer parti#ipation at some
leel is ineitale in seri#e deliery& Seri#es are a#tions or per!orman#es$
typi#ally produ#ed and #onsumed simultaneously&
Customers inolement in IRCTC #atering seri#es is done y #ontinuous
!eeda#% rig"t !rom t"e :uality 8e!!e#tie or ine!!e#tie $produ#t appropriate or
inappropriate and seri#es produ#tie or unprodu#tie ased on aluale
suggestions gien y #ustomers IRCTC ma%es ne#essary #"anges in t"eir seri#e
deliery me#"anism&
T"e leel o! #ustomer parti#ipation #an e low$ medium and "ig" ased on seri#es
&In t"is #ase #ustomer parti#ipation is medium&
SERVICE 6,UE2RI;T
w"at is t"e alue o! lueprinting a seri#eP
Managing seri#e :uality "as always een a target !or most "ospitality
-
8/18/2019 Preeti Narang Irctc
26/55
organi+ations in t"at it will result in #ustomer satis!a#tion t"at ery organi+ation
intends to a##omplis"& T"e more in!luen#e an organi+ation "as oer its seri#e
:uality$ t"e etter it will "ae #ontrol oer its #ustomer satis!a#tion& Seri#e
en#ounter or t"e moment o! trut" is one o! t"e predi#tors o! seri#e :uality& It is a
point in seri#e deliery w"ere t"ere is an intera#tion etween t"e seri#e
employee and t"e #ustomer& T"ere!ore$ a##omplis"ing a positie seri#e en#ounter
is ery important&
-
8/18/2019 Preeti Narang Irctc
27/55
G& ,ast ut not least$ t"e e!!e#tie use o! seri#e lueprint in managing t"e
moment o! trut" will "elp seri#e proider tra#e some #riti#al points in t"e
moment o! trut" w"en spe#ial attention is ne#essary so t"at t"e seri#e proider
will "ae more #ontrol oer t"e seri#e en#ounters& Een !or more #ompli#ated
"ospitality organi+ations li%e "otels$ !or eample$ "aing detailed seri#e lueprint
!or eery seri#e operation will "elp t"em "ae more #ontrol oer seri#e
en#ounters and ensure seri#e e#ellen#e&
-
8/18/2019 Preeti Narang Irctc
28/55
per#eptions o! t"e seri#e and #reate a more positie seri#e en#ounter&
H& 3urt"er empiri#al resear#" s"ould e done on t"e multi#ultural seri#e e"aiors
and its e!!e#ts on seri#e en#ounters&
24YSICA, EVI5E;CE8-
-
8/18/2019 Preeti Narang Irctc
29/55
3RAME
-
8/18/2019 Preeti Narang Irctc
30/55
reminis#en#es& Seri#es#ape is an outward appearan#e o! organi+ation and
t"us #an e #riti#al in !orming initial impressions or setting up #ustomer
epe#tation&
3a#ilitator
Anot"er important 'o o! seri#es #ape is to a#t as a !a#ilitator in assisting
ot" t"e #ustomers and seri#e employees to ma%e most o! t"e opportunity it
s"ould ma%e t"e seri#e #onsumption #om!ortale #onenient !or t"e
#ustomer& 3or employees it s"ould e pleasant to #ondu#t a#tiities& T"is
setting is designed #an en"an#ed or in"iits t"e e!!i#ient !low o! a#tiities in
t"e seri#e setting ma%ing it easier or "arder !or #ustomer and employee to
a##omplis" t"eir goals&
5i!!erentiator
Clearly t"e design o! t"e seri#es #ape di!!erentiates one proider !rom its
#ompetitors$ and "ints at et" segment t"e seri#es are targeted at& Companies
adapt seri#es #ape to reposition t"e seri#es or identi!y new #ustomer
segments&
WI4D CARD SE4ECTION
PROMOTIONS:
4ome Maga+ines
Eti#%et adertising
-
8/18/2019 Preeti Narang Irctc
31/55
Sti#%ers inside t"e train #ompartment
IRCTC wesite
PRICING:
Segmented pri#e !or "ig"er #lass
Mar%et oriented pri#e !or !ood pla+as
2ri#es o! re!res"ment rooms$ pantry #ars are #ontrolled y IRCTC
MANAGING SUPP4Y 8 DEMAND8
5emand is always unpredi#tale in railways$ so t"ey supply a##ording to
t"e numer o! ti#%ets oo%ed !or a train& 6ased on t"is in!ormation
estimation is done to sere t"e maimum numer o! #ustomers&
I;5USTRY SECTI1;
STRENGTHS:
?? pantry #ars all oer India
.D? !ood pla+as
???#atering stalls
1nly player !or #atering in Railways
Assured usiness
WEAKNESS:
Transport #atering usiness #an satis!y only @?B o! #ustomers
Slow implementation
-
8/18/2019 Preeti Narang Irctc
32/55
OPPORTUNITIES:
4uge mar%et
Competition !ree enironment !or entrants o! new players in asso#iation
wit" IRCTC
SUGGESTIONS TO A NEW P4AYER:
Aundant #ompetition
Assured usiness
6ig area !or adertising t"eir own produ#ts
4uge pro!it
TOURISM
INDUSTRY ANA4YSIS
Tourism is trael !or re#reational$ leisure !or usiness purposes& IRCTC
t"roug" tourism promotes all !amous destinations in India&
T"e Indian Railway Catering and Tourism Corporation ,imited (IRCTC)$ is
a puli# se#tor enterprise under t"e 0oernment o! India - Ministry o!
Railways and is t"e single window inter!a#e !or proiding #omplete trael *
tourism solutions !or t"e arious #ustomer segments and is also ta%ing oer
#atering on trains and at stations oer t"e Indian Railway networ%&
VISI1;
-
8/18/2019 Preeti Narang Irctc
33/55
IRCTCs ision !or t"e tourism usiness is QTo e t"e leading proider o! a
#omplete spe#trum o! #onsistently "ig" :uality tourism produ#ts&
IRCTC9S RANGE OF PRODUCTS 8 SERVICES
,uury Tourist Trains
E#lusie Steam * 4ill C"arters
C"artering o! spe#ial trains * #oa#"es oer t"e IR networ%
Tour 2a#%ages
6"arat 5ars"an OSpe#ial tourist trains !or t"e udget trael segment
6udget 4otels O near important railway stations all oer India
Car rentals E-ti#%eting !or trael oer Indian Railways
Call Centers O !or rail * tourism related in!ormation
1n-oard #atering on trains all oer t"e IR networ%
Multi-#uisine !ood pla+as at important railway stations
Rail ;eer O pa#%aged drin%ing water
Aailaility o! t"is wide range o! seri#es under its own umrella puts
IRCTC in t"e uni:ue position o! eing ale to o!!er readymade as well as
#ustomi+ed pa#%ages to meet t"e re:uirements o! all segments o! t"e trael
* tourism industry&
Current Trends8
Tourism industry trends #an e as#ertained wit" regard to t"e !ollowing
parameters& Mar%et analysts resear#"ing in tourism industry trends predi#t or
-
8/18/2019 Preeti Narang Irctc
34/55
proide a general layout o! t"e trends wit" respe#t to out#omes o! tourism
w"i#" is inound$ e-usiness in t"e tourism industry$ deelopment and
promoting tourism in trial areas$ trends in tourism !arming$ tourism
re:uirements$ deelopment o! strategies in t"e #ontet o! tourism$ tourism
mar%ets worldwide$ selling or promoting tourist destination&
IRCTC "as introdu#ed railtourismindiaom !or oo%ing pa#%ages %eeping
in mind t"e di!!erent so#ieties& It "as asso#iated wit" top and est "otels
w"ereer t"e tourism is en#ouraged& In#redile India$ an initiatie y 0ot&
o! India is well supported y IRCTC&
Role o! Te#"nology8
Internet plays an important role in IRCTC tourism se#tor& Customers are
proided wit" immense in!ormation aout t"e pa#%ages t"at are aailale&
2a#%ages in#lude rig"t !rom train ti#%et #on!ormation to t"e a##ommodation
in "otels$ oo%ing #as$ dars"ans$ and site seeing$ !ood at a!!ordale pri#es&
Eery t"ing is t"roug" t"e main site t"at is IRCTC online wesite& Upon
#ompletion o! t"e oo%ing pro#ess t"e #ustomers get in!ormation eit"er
t"roug" mail or to moile&
Ma'or 2layers in t"e Industry8
As trael industry is growing rapidly t"ere is an immense presen#e o! priate
and goernment players in t"e industry& Ma'or players in#lude A2 tourism$
-
8/18/2019 Preeti Narang Irctc
35/55
A2SRTC tourist pa#%age&
Competition8
Competition is !rom ot" priate and puli# se#tor organi+ations& Some o!
t"e #ompetitors in#lude
1t"er State Road Transport Corporations
2riate Tours * Traelers
A2SRTC
A2 Tourism 2a#%ages
Airlines (o!!ering pa#%ages at reasonale lower #osts) O 2re!er !or t"e
reason o! time saing&
Tangiility Spe#trum8
TANGI4E FACTORS OF IRCTC TOURISM
Amien#e8 In!rastru#ture o! us$ seating type (sleeper or semi sleeper)$ 5V5
!a#ility$ AC$ 6ed s"eets$
-
8/18/2019 Preeti Narang Irctc
36/55
Customer Epe#tations in t"is industry8
Customer epe#tations are ery "ig"& IRCTC is meeting t"e epe#tations o!
t"e passengers y proiding se#urity$ sa!e trael$ a!!ordale pri#es along
wit" pa#%ages$ numer tourist destinations$ more seri#es during pea%
season& 3ul!illing t"e promise made y t"e seri#e proider initially is t"e
primary epe#tation o! t"e #ustomer&
6undle o! 6ene!its8 Con!irmed reseration in train
4otel a##ommodation Ca !a#ilities
Al #arte menu
A!!ordale pa#%ages
3ree site seeing 9 eperien#ed tourist guides
Value !or t"e money
Insuran#e poli#ies (Trael)
Medi#al #"e#% ups
7ourney y e#lusie A9C trains
Seri#e Nuality 5imensions8
T"ere are !ie seri#e :uality dimensions& T"ey are Tangiles$ Reliaility$
Responsieness$ Assuran#e and Empat"y&
TANGI4ES
Appearan#e o! p"ysi#al !a#ilities$ e:uipment$ personnel$ and #ommuni#ation
materials&
RE4IAI4ITY
Aility to per!orm t"e promised seri#e dependaly and a##urately&
-
8/18/2019 Preeti Narang Irctc
37/55
RESPONSIVENESS
-
8/18/2019 Preeti Narang Irctc
38/55
SERVICE 4UEPRINT
Seri#e En#ounters8 0lit#"es in online reseration
-
8/18/2019 Preeti Narang Irctc
39/55
Seri#e Enironment8
T"e pla#e o! usiness in w"i#" t"e transa#tion o##urs "as een de!ined as
any tangile
Commodities w"i#" !a#ilitate s per!orman#e or #ommuni#ation o! t"e
seri#e or as t"e seri#es#ape&
Seri#e Nuality8
Seri#e :uality is de!ined as a gloal 'udgment or attitude relating to t"e
oerall e#ellen#e or superiority o! t"e seri#e$ t"us seri#e :uality "as a
dire#t impa#t on #ustomer satis!a#tion&
Epe#tations8
Epe#tation proides a standard o! #omparison against w"i#" #onsumers
'udge an
1rgani+ations per!orman#e& It is de!ined as t"e #ustomerKs !rame o!
re!eren#e wit" respe#t to a produ#t9 seri#e t"at allows anti#ipation o!
produ#t9seri#e per!orman#e&
-
8/18/2019 Preeti Narang Irctc
40/55
2er#eption8
2er#eption is de!ined as t"e pro#esses y w"i#" people sele#t$ organi+e$ and
interpret stimuli into a meaning!ul and #o"erent pi#ture& 2er#eption is a
#ognitie episode triggered y #ausal intera#tion etween sense and o'e#t&
T"is intera#tion gies rise to a preliminary awareness o! an unstru#tured
w"ole&
Satis!a#tion8
T"e #ustomerKs satis!a#tion is t"e out#ome o! #omple in!ormation
pro#essing w"i#"
essentially #onsists o! a #omparison o! a #onsumerKs eperien#e wit" a
pur#"ased produ#t or seri#e and "is9"er epe#tations wit" regard to t"e
!itness o! t"is produ#t or seri#e !or its intended purpose&
E:uity8
E:uity t"eory proposes t"at people "ae a notion o! !airness t"at in!luen#es
w"et"er t"ey are satis!ied wit" a parti#ular produ#t or seri#e eperien#e or
seri#e enironment&
-
8/18/2019 Preeti Narang Irctc
41/55
-
8/18/2019 Preeti Narang Irctc
42/55
3or t"is purpose t"ey are gien spe#ial training on "andling$ intera#ting wit"
t"e #ustomers& 5eliering t"e promised seri#e is t"e up!ront #"allenge o!
t"e employee in winning t"e #ustomer satis!a#tion&
INDUSTRY SECTION
STRENGTHS:
Con!irmed train ti#%et
3a#ilitation at stations
0oernment susidiary industry
2ri#e !a#tor
WEAKNESS:
Se#urity
Nuality o! seri#e w"en #ompared to priate operators
3leiility o! timings
OPPORTUNITIES:
More 2ilgrimage destinations
Improe in seri#e to attra#t ni#"e mar%et
Tie-ups and 'oint entures wit" ot"er seri#e proiders
ON4INE TICKETING
INDUSTRY ANA4YSIS
T"e Indian Railway Catering and Tourism Corporation ,imited (IRCTC)
operate an online oo%ing seri#e t"at "as simpli!ied rail trael in India
sin#e its deployment in >??>& 5uring t"e set-up o! t"is solution$ IRCTC
-
8/18/2019 Preeti Narang Irctc
43/55
oer#ame seeral #"allenges and its we site "as now emerged as a user-
!riendly$ pro!it-ma%ing enterprise&
T"e Indian Railways "as t"e se#ond-largest railway networ% in t"e world& It
is run y t"e Ministry o! Railways$ w"i#" !ormed t"e Indian Railway
Catering and Tourism Corporation ,imited (IRCTC) in .=== to manage
"ospitality seri#es during rail trael& T"e IRCTC is also responsile !or
in!ormation$ puli#ity and gloal reseration systems& It laun#"ed an online
oo%ing seri#e in August >??> to enale #ustomers to oo% ti#%ets !rom t"e
#om!ort o! t"eir own "ome and to redu#e ti#%eting #osts !or t"e railways
t"roug" saings in manpower&
Current Trends8
In order to rea#" maimum numer o! #ustomers$ t"ose w"o were loo%ing
!or t"e #onenien#e o! oo%ing railway ti#%ets online$ ut did not "ae a
#redit #ard or a net an%ing !a#ility to ma%e t"at transa#tion on t"e net&
Internet Company Si!y "as announ#ed its tie up wit" Indian Railway
Catering and Tourism Corporation (IRCTC) to ma%e online railway ti#%eting
seri#e aailale at oer /$H?? i
-
8/18/2019 Preeti Narang Irctc
44/55
administrator would oo% t"e railway ti#%et online$ ased on parti#ulars
su#" as date o! trael and destination&
T"e #ustomer t"en pays #as" against t"e ti#%et and #olle#ts t"e ti#%et
printout& In #ase o! ti#%et #an#ellations$ t"e #ustomers will !ollow t"e
standard #an#ellation pro#ess o! IRCTC a!ter w"i#" t"e #ustomer gets #as"
against t"e #an#ellation&
6ut t"e #onenien#e o! e-ti#%eting would #ome at a pri#e& Users opting to
oo% e-ti#%ets t"roug" t"e #as" mode would "ae to s"ell out a transa#tion
#"arge o! Rs .D in #ase o! a sleeper #lass ti#%et and Rs >D in #ase o! AC
ti#%et&
Role o! Te#"nology8
T"e IRCTC reseration site allows passengers to a##ess train !ares$ routes
and aailaility in real-time$ oo% ti#%ets online and tra#% t"e status o! t"eir
ti#%et&
T"e system runs on a 6roadVision e-#ommer#e plat!orm and Intel-ased
serers w"i#"$ a##ording to t"e IRCTC$ proide a roust and #ost-e!!i#ient
plat!orm& T"e organi+ation also uses a #omination o! Intel$ Red 4at and
1ra#les E-6usiness Suite& T"is allows it to leerage its lega#y appli#ations
wit" e!!i#ient integration and proide reliaility !or t"e we-enaled
-
8/18/2019 Preeti Narang Irctc
45/55
system&.>@-it en#ryption and t"e pra#ti#e o! not storing #redit #ard details
in t"e system ensures se#ure online transa#tions&
Centre !or Railway In!ormation Systems (CRIS)$ w"i#" manages t"e
original railway reseration system$ #ollaorated wit" IRCTC to integrate
t"e online seri#es wit" t"e eisting system& 6roadVision integrated t"e
lega#y system wit" t"e online reseration system and deeloped a pro#ess to
eri!y #redit #ard in!ormation in real-time$ as oo%ings "ad to e #on!irmed
on t"e railway reseration system immediately& 6roadVision deeloped t"e
e-#ommer#e appli#ation wit" an 1ra#le a#%endJ 4C, is #"arged wit" t"e
networ% and its se#urity&
Ma'or players in t"e industry8
IRCTC is t"e only online reseration site !or t"e passengers to oo% t"e
ti#%ets online& Apart !rom t"e IRCTC wesite$ Indian Railways operated
reseration #enters are t"e ot"er players in t"is industry&
Competition8
6roadly t"in%ing #ompetitors o! IRCTC are ma%emytripom$ yatraom&
6ut at t"e later stage t"ey "ae estalis"ed a 'oint enture wit" t"ese
proiders&
Tangiility Spe#trum8
-
8/18/2019 Preeti Narang Irctc
46/55
TANGI4E FACTORS OF ON4INE OOKING
5etailed
-
8/18/2019 Preeti Narang Irctc
47/55
Responsieness$ Assuran#e and Empat"y&
TA;0I6,ES
Appearan#e o! p"ysi#al !a#ilities$ e:uipment$ personnel$ and #ommuni#ation
materials&
RE,IA6I,ITY
Aility to per!orm t"e promised seri#e dependaly and a##urately&
RES21;SIVE;ESS
-
8/18/2019 Preeti Narang Irctc
48/55
3ollowing t"e instru#tions$ terms * #onditions properly to utili+e t"e
seri#es&
SERVICE 6,UE2RI;T
Seri#e En#ounters8
1nly attra#ting middle #lass and "ig" #lass o! so#iety
Con!using loo% w"en t"e wesite is opened
1!ten serer down prolems
Reimursement o! money w"en t"e #an#ellation is done
Con!irmations #all s"ould e gien to t"e memer w"en "e9s"e oo%s a
ti#%et
,earnings8
Call #entre to proide in!ormation aout t"e oo%ing
Continuous R *5 team to "andle t"e system more e!!e#tiely
24YSICA, EVI5E;CE
QT"e enironment in w"i#" seri#e is deliered and in w"i#" t"e !irm and
#ustomers intera#t$ and any tangile #ommodities t"at !a#ilitate per!orman#e
-
8/18/2019 Preeti Narang Irctc
49/55
or #ommuni#ation o! t"e seri#e&
Roles o! Seri#es #ape8-
A seri#es #ape is not a passie setting it plays an important role in seri#e
transa#tions& An ealuation o! t"e roles t"ey "ae in seri#e en#ounters will
reeal "ow important it is to design an appropriate seri#es #ape &A seri#es
#ape plays !our important roles&
IRCTC is #ompletely an e-ased seri#e proiderJ t"e p"ysi#al eiden#e o!
IRCTC #an e aut"ori+ed dealers o! IRCTC$ SI3Y rowsers&
Een t"oug" t"e p"ysi#al eiden#e o! IRCTC online oo%ing is not t"ere$
t"e #ompetitie edge oer t"e ot"er proiders is great& It deliers t"e
e#ellent me#"anism !or t"e #onenien#e o! t"e #ustomers&
-
8/18/2019 Preeti Narang Irctc
50/55
An aerage o! .$??$??? transa#tions per day
;o #ompetitors in online oo%ing
3ast and pre!erred seri#e !or oo%ing ti#%ets
-
8/18/2019 Preeti Narang Irctc
51/55
3I;5I;0S
2rimary purposes o! wesite - QReseration and QTrain In:uiry are not
isile
,ots o! adertisements on t"e "ome page
,ot o! lin%ing 9 animated portions distra#t t"e user
3orm does not !it into a single window$ ideally it s"ould
C"e#%ing aailaility is a #ru#ial part o! t"e oo%ing pro#ess$ ut t"e user
"as to #li#% a utton and see a popup window !or t"is&
Many a times$ t"is een #omes up wit" an QUnale to retriee due to
#ommuni#ation !ailure prolem
T"ere are too many payment options$ and di!!i#ult to understand w"i#" one
is etter& T"is also #omes up in a pop-up window& Ideally$ t"is #an e a
pre!eren#e t"at #an e set in t"e user pro!ile&
-
8/18/2019 Preeti Narang Irctc
52/55
It is di!!i#ult to understand t"e t"ree di!!erent types o! ti#%ets$ t"ere is "elp
i#on$ ut it opens in a popup window&
Value Added Seri#es are on t"e same page "ere$ w"i#" #an e aoided&
T"e login portion itsel! "as too many options&
Customers are #omplaining wit" t"e numer o! outlets aailale !or
oo%ing t"e ti#%ets&
Customers "ae !ew options o! sele#ting !rom t"e tour pa#%ages&
Employees are not trained to eplain t"e pa#%ages aailale to t"e
illiterates&
-
8/18/2019 Preeti Narang Irctc
53/55
SU00ESTI1;S
Single s#reen$ ri#" internet appli#ation&
,ogin not re:uired !or #"e#%ing aailaility$ only !or oo%ing$ and #an e
done a!ter oo%ing
Train aailaility O sele#t multiple trains$ and #li#% on#e to get aailaility
in all
Single spot !or adertisement O #an rotate
2ayment options O one #"osen y de!ault$ ot"ers aailale on re:uest
;o page reloads O easy !or t"e user$ more e!!i#ient !or t"e serer
Aility to #"ange one item and automati# update on ot"ers O t"is will ma%e
it easier !or users to oo% t"eir ti#%ets O signi!i#antly redu#ing t"e
transa#tion time
T"e a#%-end and !ront-end are separated$ !ront-end is intelligent O #an
#a#"e data$ pro#ess it et#&
Adertisements #an still e delieredJ you #an een delier #ontetual ads
as t"e user plans t"eir trael& 1t"er pages o! t"e site #an also e integrated&
To start !ew more IRCTC reserations outlets !or t"e #onenien#e o! t"e
#ustomers&
More tour pa#%ages !or t"e #onenien#e o! t"e #ustomers&
-
8/18/2019 Preeti Narang Irctc
54/55
C1;C,USI1;
D per #ent last year&
In !a#t$ wit" t"e in#reasing penetration and use o! t"e internet$ IRCTCs ti#%eting
reenue "as seen an in#rease o! HG> per #ent oer t"e past t"ree years& 3rom Rs
?H&= #rore in >??G-? and Rs .$HH& #rore in >??-?@$ t"e #orporation got Rs
/$=GG&=@ #rore !rom sale o! online ti#%ets last year& And$ eperts !eel wit" t"e
Uni:ue Identi!i#ation pro'e#t o! t"e goernment$ t"e mar%et !or online ti#%eting
will only in#rease tremendously&
A##ording to ti#%et sale data proided y Indian Railway Catering and Tourism
Corporation (IRCTC)$ w"i#" sells rail ti#%ets online$ out o! t"e @@?$???-odd
resered rail ti#%ets sold a day etween April and 7uly >??=$ around /??$???$ or /H
per #ent$ were sold online& In >??@-?=$ o! t"e @G?$??? or so resered rail ti#%ets
sold eery day$ around >??$??? (aoe >D per #ent) were sold online& IRCTC
a##ounted !or . per #ent o! t"e total passenger earnings o! t"e Indian Railways in
>??@-?=&
-
8/18/2019 Preeti Narang Irctc
55/55
T"e #orporation "as$ to t"is end$ #ollaorated wit" @. organi+ations and .. state
goernments to operate multi-utility %ios%s$ w"i#" proide online ti#%eting
seri#es& IRCTC "as !urt"er tied-up wit" Indian 1il Corporation$ 6"arat 2etroleum
Corporation and 4industan 2etroleum Corporation to proide e-ti#%et reseration
!a#ilities to people t"roug" t"eir #"ain o! petrol pumps and retail gas agen#ies&
Ti#%eting sales data !rom t"e #orporation re#orded etween April and Septemer
>??= reeal t"at online ti#%et reseration seri#es "ae "ad a good response !rom
people o! lower in#ome groups&
IRCTC$ ma%ing e!!orts to ma%e e-ti#%eting !a#ilities aailale and a##essile to all
se#tions o! so#iety&