Customer Relationship Management System at RAJA Passenger Trains Company; System Analysis & Customer Satisfaction Measurement

The performance of Customer Relationship Management system at RAJA Company، as the main passenger train operator is a pattern for other rail passenger companies in Iran. Due to change in ownership of this company from public to private sector، modification needs in its customer relationship process، however there is still a gap between the performance of RAJA and similar international passenger rail companies from the viewpoints of customers. In this paper، first، the concepts of System Analysis، Customer Relationship Management (CRM) and Customer Satisfaction Measurement (CSM) are investigated and the necessity of Analysis of CRM system in RAJA’ company is examined. Then current situation of customer relationship in RAJA’ company is examined and by using numerous sources، the important factors for CSM is identified. Then، by developing questionnaire based on the selected factors، the current and similar recent periods in 2011 and 2012، customer satisfaction level is investigated and finally recommendations based on priority of corrective actions in customer relationship management system at RAJA Passenger Trains Company is proposed.