Gradual increase in the pace of urbanization has brought an increase in demand for rapid transit systems throughout the nation. An increase in traffic congestion on roads has led to the recent advent of the Mass rapid transit system thereby accelerating the commuter's interest to prefer them over the conventional railway system. Over the past few years, rapid transit systems like metros have been trying to maintain a steady count of ridership by attracting new commuters while retaining the existing commuters. Thus, it has become routine for organizations to identify the service parameters that serve as the essence of commuter satisfaction or dissatisfaction by implementing additional necessary changes based on commuter perceptions. The study is focused on the service quality measures adopted by the Chennai metro rail operations which have led them to maintain a steady pace of passengers amidst the pandemic season. The resultant statistical analysis and fuzzy evaluation method are confined to about 74.6% indicating decent fitness of the sample size. The significance value of coach conditioning amenities is 0.002 and the ambiance facility is 0.003, further indicating the need to maintain their service pace. Hospitality facility that accounts for a significance value of about 0.000 needs the most improvement to influence the overall service quality satisfaction of commuters towards improving their ridership statistics.
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