“Customer Satisfaction about Service
Provided by Namma Metro”
By,
INDRAKUMAR NAGAKUMAR JAIN
MANJUNATH BHAT
MONICA T M
NAMRATA SHETTY
INTRODUCTION
1. Surveys were done on eight crucial aspects of Metro operations
2. The topics which were covered were – i) availability, ii)
accessibility, iii) information, iv) quality of service, v) customer
care, vi) comfort and Many more….
3. Many subheads were created for each of these aspects and the
commuters were asked to rate the services on the scale – excellent,
very good, good, and satisfactory and need improvement.
4. Commuters were also asked about various issues related to comfort
and security and safety within the Metro network.
COMPANY PROFILE
1. There are currently 11 operational rapid transit (also called 'metro') systems in ten cities
in India.
2. As of November 2017, India has 425 kilometres (264 miles) of operational metro lines
and 347 stations
3. The first rapid transit system in India is Kolkata Metro, which started operations in
1984.
4. The Delhi Metro has the largest network in the entire country.
5. The newest metro opened in Hyderabad Metro on 29 November 2017.
BANGALORE
Bangalore Metro Rail Corporation Limited (BMRCL) is the agency under which metro
construction is happening. It's a joint venture of Government of India and Karnataka
government
Purple Line is said to be the first underground metro line in South India
RESEARCH DESIGN
OBJECTIVES OF STUDY:
1. Study about the passengers of Namma Metro
2. Research about the service provided by Metro
3. Study the factors affecting the customer satisfaction
SCOPE OF STUDY
This study covers the aspects of the customer’s needs and the needs that are
to be met. They also put light on the satisfaction that customers are having by
the service provided in metro.
METHODOLOGY
Type of Research: Descriptive Research
Sampling Techniques: Convenience sampling
Sampling Unit: jayanagar, Rashtriya Vidyalaya, South End Circle Stations.
Sample Size:30
Data Collection Method :Primary data collection and secondary data collection
Data Collection Instrument :Questionnaire technique
Limitations of study
1.The sample considered are from only jayanagar and nearby metro
station customers
2.There was a time constraint of 1 month so the study can’t be
generalised
3.The study subject may have recall bias
DATA ANALYSIS
Based on Age Based on Gender
No. of respondents
Gender
1, 2,
4, 3% 7%
13%
1 10=20
2 20=30 female, 14, male
3 30=40 47%
6, male, 16, female
20% 17, 4 40=50 53%
57% 5 50=60
5 60 Above
How often you travel in Namma metro?
Never, 1, 3%
Always, 4,
13%
Always What made you to travel in Namma metro?
Rarely, 8, Often
27% Often, 6, Sometimes
20%
Rarely
Never
Sometimes,
11, 37%
Avoiding traffic,
Time saving
19, 33% Time saving, 23,
41% Easy availability
Cost effective
Avoiding traffic
Cost
effective, 4, Easy availability,
7% 11, 19%
Should Namma metro be government
undertaken or it should be privatized?
Is the decision for separate comportment for
Do not know,
Privatised, 8, ladies is right?
27%
8, 28% Privatised
Govt. undertaken
Do not know
NO, 4, 13%
Govt.
undertaken,
13, 45%
YES
NO
YES, 26, 87%
What areas would you prefer most to extend
Namma metro line?
Are you satisfied with the current Namma Marathalli, 10,
16%
Koramangala,
13, 21%
metro faire Koramangala
Electronic city
Hebbal, 10, White field
satisfaction about Namma metro 17%
Electronic city, Hebbal
13, 21% Marathalli
4, 14%
White field, 15,
25%
YES
NO
24, 86%
RATINGS schedule time
12
waiting time
10
9
8 8
7
6
6 schedule time
5 4
4 waiting time
2
3
2 0
1 1 2 3 4 5
0
1 2 3 4 5
cleanliness & maintenance
16
staff being customer friendly
14
12
12
10
10
8
8 cleanliness &
maintenance
6 staff being customer 6
friendly
4 4
2
2
0
0 1 2 3 4 5
1 2 3 4 5
FINDINGS
o The maximum number of customer of Namma metro were of age group 20-30
years
o 25% of people are prefer to extend the Namma metro line towards White field
o cleanliness and maintenance is the most rated factor
SUGGESTIONS
Frequency of Metro trains should be increased especially in the morning time
Every Train should have at least 8 coaches
Dustbins were not arranged on platforms
Number of Workers should be increased at ticket counter
CONCLUSION
From our study we can conclude that most of the services
provided by Namma metro are satisfying customer needs
Having a good recovery process for a dissatisfy customer is a
very important
