EXAMINIG SATISFACTION OF USER CLUSTERS WITH PUBLIC TRANSPORT SERVICE QUALITY

Abstract

The satisfaction of user of public transport can be measured by survey analysis using various attributes such as frequency, accessibility, comfort, safety, infrastructure and information system available at station and within train. Rating of these attributes given by users helps in examine the service quality and also identify the future aspect in farming new polices in public transportation. Our survey examines the importance and satisfaction score of service quality attributes of DMRC (Delhi Metro Rail Corporation). Preliminary analysis and IS (Importance - Satisfaction) analysis was conducted in this survey that provide specific characteristic of responded and quadrant of importance and satisfaction scores of attributes. The final results of survey in terms of 1 to 10 rating scale given by users and on the bases on these rating, level of importance and satisfaction of DMRC service quality attributes were provided.