Abstract
This paper describes the importance of providing information about railway of East Japan Railway (JR East). JR East has conducted the customer satisfaction survey continuously in order to know trends in passenger's evaluation of JR East. In order to be loved by passengers and local communities, JR East Group is aiming "to attain the highest customer satisfaction unequaled in the railway industry". It is necessary to improve services train crews provide like enriching "Information provided at irregular circumstances" to increase customer satisfaction. Recently, changes of the circumstances around JR East Group are remarkable, so JR East should cope with these changes flexibly and every train crew should think for themselves and then do what they can do so that every passenger can use railway with ease. This paper describes the efforts of the Tsuchiura Transportation Depot at the Mito Branch Office which is in charge of the Tokyo metropolitan area on the Joban Line. Firstly, the effort to improve train crew's skill to communicate with foreign passengers that have been increasing rapidly in recent years so that they can use railway with ease is described. Often used English words and phrases in communicating with foreign passengers using railway are posted up. Next, some of advantages and problems of the Ueno-Tokyo Line opened at March 2015, usefulness of a tablet computer each train crew carries and JR East App released at March 2014 are described. Lastly, the outline of the new seating service at the Joban Express and the meeting with the Maebashi district at the Takasaki Branch Office before the start of the new service are described.
