Study on the impact of the new policies in IRCTC catering and improve the quality of services offered

Abstract

Indian Railway Catering and Tourism Corporation (IRCTC), a subsidiary of the Indian Railways handles the catering and hospitality services for passengers travelling by trains. In addition to this, IRCTC is also involved in Internet ticketing and tourism operations. IRCTC was set up under the Indian Railways in 1999 to perform the non-core functions of the Railways. This included a separate arm for providing catering services on and off trains, managing the online ticketing systems.1 Indian Railways is not solely run for profit. There is a certain degree of social obligation involved in the operations of IR. In this context, the processes followed, and the functioning of IRCTC is different from any other corporate entity and gains relevance as far as this study is concerned.