Service quality assessment of orange line metro train, Lahore, Pakistan

Abstract

Service Quality increases the efficiency and effectiveness of a service leading to achieving the satisfaction of its users. A customer satisfaction score is considered one of the effective tools to achieve efficiency in any service. Service Quality and riders’ satisfaction with public transport is important for social, political, environmental, and economic outcomes. The research aims to assess service quality from the perspective of users of the Orange Line Metro Train OLMT, Lahore. The study was based on two types of surveys one was the observatory and the other was a questionnaire-based survey. The observatory surveys at stations were carried out to note down the status of facilities available. A questionnaire-based survey was conducted from passengers at different OLMT stations. The average ridership of OLMT is approx. 65,000 per month till the first quarter of 2022. The research used random sampling techniques for the selection of users riding from different stations of OLMT. The study used eight service quality variables; i.e. accessibility, safety and security, comfort and cleanliness, customer care, infrastructure, amenities, and fare satisfaction; and environmental conditions. The study concluded that the customer satisfaction score for the OLMT service is 65%. The riders were moderately satisfied with service quality at stations of OLMT. The absence of the park-and-ride facility is one of the most critical and challenging things. The majority of riders highlighted that the behavior of the staff working at stations was not cooperative. Observatory surveys and riders’ perceptions regarding various issues complement each other. The variables that need to be improved are particularly related to accessibility through the provision of park-and-ride facilities, comfort and convenience through the provision of additional facilities at the waiting area of stations. The findings of the study will help authorities and policymakers in improving factors that were identified during the surveys for the improvement of service quality.