“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