Grand-River transit light rail service

Résumé du document

The Waterloo Region will see the construction of a Light Rail Transit system in 2014. This transit system will be owned and managed by Grand River Transit, the current operators of the Region's bus transit system. This document uses the concepts of services marketing in order to provide recommendations to Grand River Transit for the implementation of Light Rail.
It is imperative to understand the purpose of a Light Rail Transit system so that marketers can understand how it is positioned in the consumer's mind. Light Rail is best positioned similar to public bus transportation, with the exception of accommodating longer distances in a shorter time frame.

Following this, the service must be designed in a way that will enhance the core service of transportation. The core service must be strong on the key service dimensions that consumers use to evaluate it. The implication is that Light Rail Transit must be timely and must communicate the schedules as well as any possible disruptions in the schedule in a transparent manner. Supplementary services such as providing information, consulting with users, as well as improving billing and payment options will also enhance the transportation experience.

Extraits

[...] The question is relatively simple ; if i go at a restaurant because i am hungry, am i easily satisfied because the dish i had was good, or do i also care about everything that surrounds me ? In other words, is it worthy for a company to invest in services marketing ? Well, it is quite hard to answer those questions knowing that every person is different and would react differently regarding his age, sex or self-esteem to a daily life situation like going out to buy bread or get a coffee in a bar. [...]

[...] To get a better overview of the huge success and the world's presence of the Subway chain, in comparison, Mac Donald's doesn't even reach the amount of restaurant in the world. I chose the Subway chain because i tought it would be interesting to deeply explore what kind of amazing service the company has been providing and that could explain this rapid growth over the years. In this report i shall go through different steps; description of the company, blueprint, physical evidence. [...]

[...] (Lovelock and Wirtz, 2011) ) Description of Subway 2.1 Subway, concept and services As mentioned above, Subway is an american fastfood chain restaurant. The company is dedicated in the sale of tailor made sandwiches, wraps and salad. The concept is relatively simple; i assume that like me, lots of other people have always wanted to make a sandwich with all they could put in it, Subway made it real. Indeed, from creating your own sandwich from choosing among 6 different kind of bread ( cereals, honey, origano . [...]

[...] I came in and found myself directly in the waiting line, it is really small and not spacious, the interior design is basic, i don't pay too much attention of it, the radio is turned on but there is no music, just some people talking, which made me feel like i had been waiting for a long time already. There are signs with the meals deal and differents kind of products and promotions but i am too far and cant read them. And since there was no brochure with menu on it, i had to wait to get closer to the signs to be able to choose what i wanted. [...]

[...] Out of 20 interviewed people, right after receiving their orders, only 4 of them realized the low quality of the service and the rudeness of the employees and were upset by their experience were globally satisfy and 9 were without opinion. After being interviewed, only 5 were globally satisfied without opinion and 13 rather disappointed. Nevertheless all the 20 said they would come back and eat Subway again because they like the product. Page 10 APPENDICES Page 11 Survey Example Category of age: .15 to to to 35 .more 2. What did you think of the service ? .Satisfied .Disappointed .Without Opinion 3. What do you like about Subway ? .Product .Taste .Concept .Atmosphere 4. [...]