ZENITH International Journal of Multidisciplinary Research _________ISSN 2231-5780

Vol.8 (7), JULY (2018), pp. 25-33

Online available at zenithresearch.org.in

CONSUMER PERCEPTION AND SATISFACTION TOWARDS KMRL

SERVICES
CHITHRA V MENON

RESEARCH SCHOLAR
KERALA UNIVERSITY OF FISHERIES AND OCEANOGRAPHIC STUDIES
PANANGAD PO, KOCHI, KERALA.
Email: menon.chithra@gmail.com

DR. VINEETH K M

ASSISTANT PROFESSOR
POST GRADUATE DEPARTMENT OF COMMERCE
MAHARAJA’S COLLEGE, ERNAKULAM, KERALA.
Email: vineeth@maharajas.ac.in

ABSTRACT
KMRL has been revolutionary transportation system in the history of Kerala. In the first
phase it is now running from Alwaye to Ernakulam. At this juncture, the usage perception
and satisfaction proves significant to ponder. Data are analysed using both descriptive and
inferential statistics. Percentage, Mean, standard deviation are used to describe the data and
One sample t test, Mann Whitney U test and Kruskal Wallis H test are used to test the
hypotheses. Consumers are found to use KMRL services on a regular basis with more than
twice a week. High level of satisfaction is found throughout the study except from the
younger age groups. Consumer perception is also found to be relatively high w.r.t. the role of
KMRL in the economic development of the City. The second phase of KMRL services is
expected to bring more frequent travel and usage by consumers and thereby contribute to
pollution free traffic in the city.

KEY WORDS: Consumer Perception, Consumer Satisfaction, KMRL, Pollution free traffic.

References
www.kochimetro.org
www.kochimetrorailcorporation.blogspot.in