Title: The effect of travel safety experience on passengers' satisfaction

Authors: Pankaj Deshwal

Addresses: Department of Management Studies, Netaji Subhas University of Technology, New Delhi, India

Abstract: The aim of the study is to ascertain the dimensions of safety experience of the female passengers in metro rail services provided by the Delhi metro rail in India. The impact of these dimensions on satisfaction is to be assessed. The female safety experience dimensions are obtained by performing an exploratory factor analysis. A structured instrument was used to collect responses from the female passengers. As output of the present research, nine dimensions viz. experience with other passengers, teasing experience, feeling towards metro rail, staff experience, outside metro station experience, compartment experience, behaviour experience, entry experience and recovery experience emerged as dimensions that lead to female passenger satisfaction as regards Delhi metro rail services. Further, out of these nine dimensions, five dimensions, namely, feeling towards metro rail, experience with other passengers, recovery experience and staff experience are found to be statistically significant.

Keywords: female; safety experience; satisfaction; metro rail; regression; factor analysis.

DOI: 10.1504/IJIE.2022.121742

International Journal of Intelligent Enterprise, 2022 Vol.9 No.2, pp.129 - 141

Received: 11 Jul 2018
Accepted: 08 Apr 2019
Published online: 07 Apr 2022 *

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