Despite adding even more kilometers to railway network, tourist must use one carry in travel journey. It is Railway; it offers a convenient and quickest connection to destination for traveler. As you of Hong Kong's major mass general public travel systems, MTR network comprise nine railway lines includes Urban Area lines, Airport Exhibit, and Intercity Traveler Service. These lines are providing a higher speed rail hyperlink services between Hong Kong to Hong Kong AIRPORT TERMINAL and the Mainland China.
Introduction
MTR Firm is one of the important transportations in Hong Kong, while it is regarded as one of the world's leading railways. It offers service for about 3. 7 million passengers in average every day, and they provide an international airport express option between Hong Kong International Airport and Central Hong Kong for holiday. In Hong Kong and Kowloon station, they provide a center which is In-town Check-in desk and Airport Express Shuttle Bus services for vacationer. MTR Firm is led by Chairman and managed daily by Executive Directorate which includes the Chief Exec Officer and six Directors. The Corporation is playing a job that enhances customer's quality of life and actively partcipates in communities they provide. Therefore, the vision is to be a globally identified leader.
The goal of this record is to discuss why MTR Organization is a famous vehicles company in Hong Kong. Furthermore, it analyzes the level of customer service by looking at the reliability, client satisfaction and quality of service.
Methodology
Secondary research will be using to gather information about customer support and health care that MTR Firm performs in this report.
The extra research is based on the text books and recognized website of MTR Firm to discuss whether the service and attention, performance and facilities in the stations are reliable or not. Furthermore, MTR Corporation's annual report will be also used to investigate the customer service standard as an information to compare with the other transportations. Finally, several theoretical build, Distance Theory, consumer behavior, SERVQUAL and client satisfaction, as a support will be applied to explain the lifestyle characteristics and customers' patterns and expectation.
Observation on customers' own preference in choosing MTR Service
One company need to considering the consumer decision-making, because the buyer is thought as" any person who uses, consumes or activities the merchandise or service, regardless of who actually makes the purchase"(Jones&merricks, 1994, p. 19) It direct effect consumer use the MTR service or not.
Define of Consumer Behavior
It used 4 phases a basic style of consumer decision-making (Figure1. 1). First, it is determination and recognition of need. That is like a commencement of your choice process, it involve individual variances, environmental affects and information stored in the memory. Then, the information search is approximately consumer through press, friends, relationships or other significant affects with external announcements to obtain a message. Third, the choice evaluation is assessing the competitor information such as basic beliefs, attitudes and motives from the passenger. Final, passenger having evaluated the final results, the passenger decides the transportation so when the effect is either satisfied or not.
MTR Firm always to research for understands what is customers' needs and provide superior standard of service. Within one per year, MTR survey team is survey about 30, 000 customer habit of travel and reasons in stop intercept interviews. Also, they have observation and enumeration the feeder bus one per year. Furthermore, they can be analyzing on such as cross harbor bus study, competitors position and benchmarking (Appendix A).
1. 2 Explain of Customer Focus
A customer emphasis is one crucial to the future of a firm. A good thing about one company includes enhances differentiation and competitive edge, build up branding, enhances customer satisfaction and retention, boosts staff determination and morale to lessen personnel turnover. Therefore, it can increases company gains (Shape 1. 2).
MTR Corporation focuses on the 5 basic needs of the passengers. When arranging their teach services and regularly reviews their schedules to ensure that their service can provide passengers with the greatest convenience. Passengers only pay a lesser fare can benefit from the high quality and customer care services. Also, they are simply take care a folks with disabilities status, elder and child. Also, the customer focused enhances personnel efficiency and morale (Appendix B).
Customer Satisfaction of MTR Corporation
"The totality of features and characteristics of something or service that carry on its capacity to satisfy a mentioned or implied need" (United kingdom Standard 4778, 1987, cited in Lockwood, in Lockwood, Baker & Ghillyer (Eds), 1996, p. 4). The notion of the service which customers get is dependent upon their goals. If the treatment which is customer get a much better than his or her expectations, this is excellent service. MTR Company is employed SERVQUAL. The service quality measuring instrument made to cover all services with one group of questions. It steps customers expectations of what businesses should provide on the market. The five-factor framework included tangibles, stability, responsiveness, confidence and empathy (Physique 2. 1).
2. 1 High Quality of CUSTOMER SUPPORT in SERVQUAL
All of MTR stations, they has one of customer service centre to managing car accident, feel unwell and offer a variety of information. Most of employees have got good tendencies, excellent communication skill and experience, they pleasure answers to customers exactly when services will be performed or help. Within the Hong Kong and Kowloon Stop, they offer an in-town check-in services for business man, traveler. It decreases their going time on coach and check-in in the airport. Moreover, they have got friendly porters who will assist passenger and baggage at those channels.
Facilities of MTR Station and Train
Then, MTR stop are provide bank or investment company services(ATM), lost property office, photo booth, shops, solution issuing machine, a train station location map with travel attract items, an adequate amount of escalators and passenger lifts to link all degrees of the station. Furthermore, they provide a complimentary service for air-port express people such as free shuttle bus service to hotels, free MTR teach connections. They acknowledge the value of providing a clean and nice environment for traveling plus they understand their traveler need for cool and comfortable in train station or train. Furthermore, they provide a warm reminder and pleasant announcement for individuals.
Reliability of MTR Service
As a good quality service, MTR was triumphed in the very best Branding Award, Hong Kong Services Honor in the general public Transportation Award from newspapers. Moreover, In MTR Pledge for Service 2010, they provide high service performance train service delivery, on time, reliable train services are vital for the people to take pleasure from a easy and timely voyage. They promise at least up to 99% people will reach their spots within five minutes of their planned entrance times (Appendix C).
Through the top points, MTR Organization offers a good quality service and word-of-mouth customer services in Hong Kong Vehicles.
Communication with Customers
"Lets you understand your visitors and how they think about you're your products, your service, your people, your systems, your competition, etc" (Daffy, 2001, p. 113) Today's customers know their protection under the law and are more likely to make their viewpoints known if they believe that these have been violated. It related to company services, staff attitude and opinions.
3. 1 Service Restoration and Empowerment
All hospitality organizations should have skills for managing customer issues effectively. It will include zero flaws strategy, how to improve service quality, farness and all complaints can increase the sources of service failing. Then, in customer service empowerment, it important part operating restoration and many companies are used to devolving responsibility and decision-making capabilities to front line personnel that who are take accountable for handling with customer complaints. Empowerment allows customer service providers to select their own whether or not customers submission should be awarded. Using empowerment in problem can provide company a chance to put the right thing for the customer and increase customer devotion.
3. 2 Problem Solving
Sometimes, customer company frequently have a handling complains. Problem fixing is an dynamic image resolution to a challenging situation. Also, the issues solving need interacting with customer is the velocity with which decisions must be made. Therefore, customer offering them the possibility to promote their ideas, as the same time is give you a improving a situation or system for the company. You will discover four things for make decisions and solve problems; it offers learning problem-solving strategies, producing negotiation skills, how to control the conflict and exactly how to follow up (Body3. 2). MTR make an effort to ensure that all of complain to make an research the issues and respond to sender and follow up.
3. 3 Listening Customer Feedback
Also, one of good comments from customers procedure needs to be continually obtained utilizing a variety of options and channels. You will find five feedback methods, responses on aspect, via e-mail and cell phone, through an authorized and personally. First, MTR Company likes to take care of their needs or ideas for improvements. They like available communication with travellers, they provide an opinion area performed at different MTR stations every month and up to speed MTR trains double a year. It is most effective channel, because they can steer to get a traveler informative to interpret body gestures. Also, people can call their hotline to an operator present their point of view, if can not connect or after office time, people may leave a tone message which give back next business day. In addition, they may also write letter to MTR Head office, they assure at least 99% of the enquiries will be reply to within six days. Furthermore, most of MTR station offers a comment credit card for passengers leave an thoughts and opinions to improve the service or problem. After jot down the comment card, they can ahead to MTR stations collect pack (Appendix D). The aim is keep the passenger responds for improvement and commitment.
Conclusions
