Modelling passenger interaction process (PIP) framework using ISM and MICMAC approach

Abstract

This research paper seeks to build a theoretical framework considering the contextual relationship between outcome/enabler(s) that encompasses during passenger interaction process (PIP) while using Mumbai suburban train services. On-site observations, self-travelling experience and opinions of daily travelling passengers have been used to form structural self-interaction matrix (SSIM). Interpretive structural modelling (ISM) has been adopted to develop PIP quality model framework and subsequently, MICMAC approach is used to investigate driving and dependence power of the outcome/enabler(s). The PIP quality model framework portrays that passenger satisfaction is top level consequential outcome perceived through passenger safety, comfort and security which is derived from smooth PIP. However, smooth PIP is reliant on a combination of enablers. The understanding of outcome/enabler(s) and their hierarchical relationship, driving and dependence power should instigate authorities to reengineer PIP especially for overcrowded suburban stations in Mumbai.This topic is researched keeping in mind daily apprehensions of millions of passengers those who travel by Mumbai suburban trains. Undoubtedly, findings of this research may lay down a foundation for authorities to reengineer PIP to enhance passenger satisfaction. In future, this study can be extended and validated by undertaking simulation and experimentation in the real environment.