Authors: Govind Nath Srivastava; Manoj Kumar Dash
Addresses: Institute of Management Studies, Ghaziabad, U.P., India ' Khallikote University, Berhampur, Odisha, India
Abstract: Public transport organisations are adopting customer centric approach to provide cost effective, comfortable, convenient services to commuters due to deregulation, availability of alternative mode of transportation and increasing expectation of the customers. Customer satisfaction is outcome of customer centricity, service quality and service orientation of organisation and it has become key result area for all the organisations irrespective of nature and type of the business. The present study has been undertaken to identify the factors that have major impact over train specific service satisfaction of commuters of Delhi Metro. In this study total 1,015 samples were collected from all the 160 metro stations using survey method and inferential analysis was applied to analyse the data. The major finding of the study depicts that the factors which directly influence the senses of commuters have most significant impact over satisfaction of commuters and delay of the train, crowded train in the peak hours and jerking of the train are adversely influencing passenger satisfaction. This study arranges the factors in a hierarchical order keeping in mind relative importance of each factor from perspectives of commuters and intends to identify the area where attention need to be given by the metro railway.
Keywords: passenger satisfaction; credence services; train specific services; service quality; customer centricity.
International Journal of Business Excellence, 2019 Vol.17 No.2, pp.154 - 170
Received: 25 Aug 2017
Accepted: 29 Dec 2017
Published online: 22 Jan 2019 *