Customer safety experience and satisfaction in metro rail

Pankaj Deshwal
Assistant Professor
Netaji Subhas Institute of Technology, India

Abstract
Purpose – The aim of the study is to ascertain the dimensions of safety experience of the female
passengers as regards to metro rail services provided by the Delhi metro rail in India.
Design/methodology/approach – The female safety experience dimensions are obtained
performing an exploratory factor analysis. The research was conducted using survey method. A
structured instrument was used to collect responses from the female passengers. Further, the
reliability of the dimensions is ascertained followed by multiple linear regression analysis using
SPSS 22.0 s/w.
Findings – As a major output of the present research, nine dimensions viz. experience with other
passengers, teasing experience, feeling towards metro rail, staff experience, outside metro station
experience, compartment experience, behaviour experience, entry experience and recovery
experience emerged as dimensions that lead to female passenger satisfaction as regards Delhi
metro rail services. Further, the outputs of multiple linear regression revealed out of these nine
dimensions, five dimensions, namely, feeling towards metro rail, experience with other
passengers, recovery experience and staff experience are found to be statistically significant at 1
or 5 percent significance level.
Originality/value – Authors believe this is the first effort that ascertains the dimensions that lead
to female safety experience as regards to Delhi metro rail services and explore the impact of
these dimensions on female passenger’ overall satisfaction.

Keywords: Female, safety experience, satisfaction, metro rail, regression, factor analysis

Article Type: Research paper