Bengaluru Metro also called “Namma Metro” have been in operation since 2010 and currently operates on a 56 km network length. At present, there are 51 metro stations and 380,000 daily metro riders. Metro is one of the key mass rapid transit systems (MRTS) in the city, thus, it is vital to study and understand factors influencing its usage from the passenger’s perspective. This study focuses on understanding the factors that impact the service quality satisfaction and commuters’ intention to continue using the metro services in Bengaluru city. Factor analysis followed by regression modeling is done based on the perception of 700 metro passengers. The study extracted 35 indicators classified into seven factors using principal component analysis. The identified factors are named based on the traits of the variables such as passenger ease (PE), overall service quality satisfaction and loyalty intention (SQLI), smooth transition (ST), Metro operation and safety (MOS), anxiety(A), amenities (AMT) and service available (SA). The developed model indicates ‘Metro operation and safety (MOS) along with passenger ease (PE)’ to be the most influential while ‘anxiety (A)’ to have a negative impact on the overall service quality satisfaction and loyalty intention (SQLI) of Bengaluru Metro. The findings of this study will enable authorities to understand service gaps in the existing metro rail transit and address them to improve the overall attractiveness of the metro services to commuters. Further, the model developed through this study can be used for carrying out service quality assessments of other metro systems in India.
Analysing Factors Influencing Usage of Metro Services in Bengaluru, India
Lecture Notes in Civil Engineering
Urban Mobility India ; 2022 ; Kochi, India November 04, 2022 - November 06, 2022
2023-08-15
18 pages
Article/Chapter (Book)
Electronic Resource
English
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