Title: Unearthing the determinants of commuters' satisfaction in Delhi Metro Rail Corporation

Authors: Yogendra Pal Bharadwaj

Addresses: Institute of Business Management, GLA University, Mathura, UP, India

Abstract: The purpose behind this research investigation is to unearth the major determinants of service quality and their outcome on commuters' satisfaction which stimulate them for the commutation process of metro services in Delhi Metro Rail Corporation. In the nature of extensive purposive sampling approach based on a five-point Likert scale, data was collected from 850 commuters' travelling from DMRC with the help of a self-administered questionnaire and using a structural equation modelling to validate the importance of the research model. The findings of this study revealed that empathy and security and assurance are the two major predictors of commuters' friendliness and significant determinant for commuters' satisfaction. It likewise featured that the higher the commuters' friendliness approach among commuters' the lesser will be their fulfilment with the current metro service quality framework and higher reliability of metro outline will prompt expanded inclusion of the commutation system.

Keywords: service quality; Delhi Metro Rail Corporation; organisational image; commuter satisfaction.

DOI: 10.1504/IJBEX.2023.132069

International Journal of Business Excellence, 2023 Vol.30 No.2, pp.183 - 202

Received: 18 Apr 2020
Accepted: 19 Jul 2020
Published online: 11 Jul 2023 *

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