RESEARCH PROJECT REPORT

ON
“CUSTOMER SATISFACTION OF DELHI METRO”

SUBMITTED BY:

Name of the Student: Deepanshi Gupta

Enrollment No.: 12380301719

Subject: BBA-208 Research Methodology Lab

BBA, Semester IV
Batch 2019– 2022

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

An ISO 9001:2015 Certified Institute
NAAC Accredited:A+Grade (2nd Cycle), Category A+ Institution (by SFRC, Govt. of
NCT Delhi)
(Approved by AICTE, HRD Ministry, Govt. of India) Affiliated to GGSIPU, Delhi
2A & 2B, MadhubanChowk, Outer Ring Road, Phase-1, Delhi-110085

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 STUDENT DECLARATION

I solemnly declare that I have completed the Research project on “ CUSTOMER

SATISFACTION OF DELHI METRO” under the guidance of ‘Ms. Ruchi

Bhalla’ (Assistant Professor) in partial fulfilment of the requirement for the award of
Degree of Bachelor of Business Administration at Rukmini Devi Institute of Advanced
Studies, Delhi. This is an original piece of work & I have not submitted it earlier
elsewhere.

Name: Deepanshi Gupta

Enrollment Number: 12380301719

Date:21/06/2021

Place: New Delhi

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 Acknowledgement

I would like to express my greatest appreciation to the all individuals who have helped
and supported me throughout the project. I am thankful to our Faculty ‘Ms. Ruchi
Bhalla’ for her ongoing support during the project, from initial advice, and
encouragement, which led to the final report of this project. I would also like to thank
our Course Coordinator ‘Ms. Nidhi Sharma’ who was always there to guide and
inspire us.

A special acknowledgement goes to my group members who helped me in completing

the project by exchanging interesting ideas and sharing their experience.

I wish to thank my parents as well for their undivided support that encouraged me,
without whom I would be unable to complete my project.

At the end, I want to thank all the respondents who devoted their time and gave
valuable inputs that helped in completion of my project.

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Table of Contents

Student Declaration…………………………………………………………. i

Acknowledgements……………………………………………………………ii

Table of contents……………………………………………………………... iii

Chapter 1: Research Problem1

Introduction2
Objectives of the Study4
Chapter 2: Literature Review……………………………………………...…
5
LiteratureReview………………………………………………………………6
Chapter 3: Research Questions7
Hypothesis7
Chapter 4: Research Methodology8
Research Design8
Sample Design……………………………………………………………………………………………………………………… 9
Chapter 5: Data Collection10
Questionnaire10
Chapter 6: Data Analysis14
Findings of the study…………………………………………………………………………………………………………….14
Chapter 7: Interpretations22
Conclusion/Recommendations…………………………………………………………………………………..………..22
REFERENCES

Bibliography

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 CUSTOMER SATISFACTION OF DELHI METRO

Chapter 1: RESEARCH PROBLEM

1. To identify what all factors are influencing the commuter’s Satisfaction and services
provided by DMRC ltd.
2. To find out are the commuters of DMRC satisfied.

ABSTRACT
Customer, a significant stakeholder for a business. The overall experience of a customer
with the products and services of a firm determines customer satisfaction, which further

determines the customer retention, customer repurchase, revenue generation, profitability,

market share and also play an important role in its sustainability.

This research work measures the levels of customer satisfaction and trying to find out the
areas for improvement The study is focused to identify the level of customer satisfaction
towards Delhi Metro Rail Corporation, using questionnaire method. Also it focuses on to
identify the various factors influencing customer satisfaction towards Delhi Metro Rail
Corporation. This research work identifies the most influencing factor of customer
satisfaction towards Delhi Metro Rail Corporation. The sample comprises 108 respondents
who are using the services of DMRC. This study provides an insight of customer
satisfaction of Delhi metro.

DMRC has successfully been able to attract and create a large customer base emerged as
one of the largest monopolies of India.

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 INTRODUCTION

The attention directed towards the concept of customer satisfaction is mainly due to the
competition in the market, as well as to the pressure of political factors and of the
population. The levels of customer satisfaction are basically measured in order to make
improvements in that particular area or field. The overall experience of a customer with the
services of a firm determines customer satisfaction, which further determines the customer
retention, revenue generation, profitability and also plays an important role in its
sustainability. The study is focused:

• Firstly, to identify the level of customer satisfaction towards Delhi Metro Rail
Corporation.

• Secondly, to identify the various factors influencing customer satisfaction towards Delhi
Metro Rail Corporation.

• Thirdly, to identify the most influencing factor of customer satisfaction towards Delhi
Metro Rail Corporation.

Public transport organizations across the globe are trying to provide better services to
commuters. Initially, transport industry focused mainly on productivity and performance
and very less importance was paid to service quality. In contrast, Delhi Metro is a
significant breakthrough in transport sector specifically for metropolitan cities. It offers
comfortable, congestion-free and convenient services to customers. Delhi Metro is a world-
class Metro. To ensure reliability and safety in train operations, it is equipped with the most
modern communication and train control system. Travelling in Delhi Metro is a pleasure
with trains ultimately available at three minutes frequency. Entries and exits to Metro
stationsare controlled by flap-doors operated by 'smart-cards' and contact less tokens. For
convenience of commuters, adequate number of escalators is installed at Metro stations.
Unique feature of Delhi Metro is its integration with other modes of public transport,
enabling the commuters to conveniently interchange from one mode to another. DMRC
shows concern for their customers in order to resolve the grievances of the commuters and
also develop trust and confidence in the mind of customers.

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The organization is honest, gives good value for money, has a high reputation, meets
deadlines, has quality products and services, has easy to understand processes, responds to
criticism, encourages complaints and handles them well, and demonstrates that it is
passionate about customers. At all levels people are respected, friendly, contactable,
flexible, knowledgeable, honest, trusted, stable, involved and consistent.

Therefore, Delhi Metro is a trendsetter for such systems in other cities of the country and in
the South Asian region.

ABOUT THE COMPANY

Delhi Metro is the largest and busiest rapid transit system in India connecting the country’s
capital region with satellite cities. The metro system is operated by Delhi Metro Rail
Corporation (DMRC), a public sector company established by the Government of India and
the Government of Delhi in March 1995. The project was developed in multiple phases.
The Delhi Metro project became the first railway project in the world to be certified for
carbon credits for reducing greenhouse gas emissions by the United Nations in 2011. Delhi
Metro was conceived to alleviate traffic congestion in the city providing the commuters
with a faster and eco-friendly transportation alternative.

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 FULL NAME: Delhi Metro Rail Corporation (DMRC)

 OWNED BY: Centre and State Government

 FORM OF OWNERSHIP: Centre - State Public Sector Company

 GEOGRAPHICAL LOCATION: DELHI, NOIDA, GURUGRAM,

GHAZIABAD

 NATURE OF BUSINESS: Service Provider

 TYPE OF INDUSTRY: Travel and Transportation

 TYPE OF MARKET: MONOPOLY

 SIZE OF THE ORGANIZATION: 15000-20000 employees

Objectives of the Study

 To identify the level of customer satisfaction towards delhi metro rail corporation
(dmrc).
 To identify the various factors influencing customer satisfaction towards dmrc.
 To identify the most influencing factor of customer satisfaction towards dmrc.

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Chapter 2: LITERATURE REVIEW

Devender Kumar, Dr. Bhagwan Singh (2014): This research paper talks about, customer
satisfaction regarding cleanliness and safety of Delhi metro. Regarding cleanliness- 49% of
customers were highly satisfied with cleanliness in Delhi Metro, and 32% only were
satisfied and 19% of customers were dissatisfied. Regarding safety 55% of customers were
highly satisfied who feel safe in train coaches in Delhi Metro and remaining 42% of
customers were only satisfied and remaining 3% of customers were dissatisfied. The study
has established that the customers of Delhi metro were mostly satisfied regarding the
cleanliness maintained by the Delhi metro and people are feeling safe while traveling in the
Delhi metro.

Ms. Disha Thanai,Mr. Nishant Chugh (2017) : this research paper is about the comfort
level and satisfaction of the user regarding the seating arrangements in Delhi Metro.
Through this Research of the services and suggestions of the various customers of Delhi
Metro is also Identified. It was discovered 65% of customers were highly satisfied with air
conditioning in Delhi Metro, and 32% of customers were satisfied and 19% of customers
were dissatisfied. 82%of customerswere highly satisfied with lightning in train & station
and remaining 18% of customers were not satisfied. 47% of customers were highly satisfied
with seating & standing arrangements in DelhiMetro, and 25% of customers were satisfied
and 28% of customers were dissatisfied. The study foregathered that the customers of
DMRC were moderately satisfied regarding the comfort provided by the Delhi metro users

Mr. Govind Nath Srivastava (2018) : This study is about discover the timings of the
trains are time consuming or not  and are the metro ticket price economical. Regarding the
timings of the train 68.5% said that train are not time consuming while 31.5% said that
trains are time consuming.

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In terms of economical 91.7% user said that traveling by Delhi metro is economical while
other 8.3% people said that trevalling by Delhi metro is not economical. The study has
established that the customers of Delhi metro were mostly satisfied regarding the timings of
the  Delhi metro and user believe that Delhi metro service is economical.

Doddy Hendra Wijaya  (2009)  analyzed  customer complaint handling of users of  Trans

Jakarta Busway. The author identified 20 types of  complaints  of passengers; these
complaints were classified into five dimensions of service  quality. The author conclude
that all the complaints could not be handled due to a large number of complaints raised by
the passengers. Efforts needed to be made to reduce the number of complaints; this could
be done by giving customers a website or customer  care  cell  to  convey  the complaints.
Complaint handling is an organized way to address problems of the customers; it helps
resolve problems and develops an assurance and confidence in the mind of customers about
the service provider. Complaint handling is an activity covering delivery of the complaint,
responding to the complaint, feedback and reporting about the complaint handling
(Tronvoll 2008)

Doddy  Hendra  Wijaya  (2009)  :Analyzed  customer complaint handling of users of

Trans Jakarta Busway. The author identified  20  types  of  complaints  of passengers; these
complaints were classified into five dimensions of service  quality. The author concluded
that all the complaints could not be handled due to a large number of complaints raised by
the passengers. Efforts needed to be made to reduce the number of complaints; this could
be done by giving customers a website   or customer care  cell  to  convey  the complaints.
Complaint handling is an organized way to address problems of the customers; it helps
resolve problems and develops an assurance and confidence in the mind of customers about
the service provider. Complaint handling is an activity covering delivery of the complaint,
responding to the complaint, feedback and reporting about the complaint handling.

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Chapter 3: Research Questions
The hypothesis designed for this paper is based on the following assumptions:

Null HypothesisThere is no insignificant impact of platform services, train specific services,

ticketing services, security services, employee driven services over satisfaction of passengers with it's
respective services.
Alternate Hypothesis

.There is insignificant impact of platform services over satisfaction of passengers with

Platform services.

.There is insignificant impact of Train specific services over satisfaction of passengers with
Train specific services.
.There is insignificant impact of ticketing services over satisfaction of passengers with
ticketing services.
. There is insignificant impact of security services over satisfaction of passengers with
security services.
. There is insignificant impact of employees driven services over satisfaction of passengers
with employees driven services.
.There is insignificant relationship between age of passengers and seating facility.
.There is insignificant relationship between age of passengers and medical facility.
.There is insignificant relationship between age of passengers and enquiry handling.
.There is insignificant relationship between age of passengers and updated information
.There is insignificant relationship between age of passengers and announcement inside the
train.
.There is insignificant relationship between age of passengers and journey comfort.
.There is insignificant relationship between age of passengers and jerking of the train.
. There is insignificant relationship between age of passengers and stoppage time of the
train.
.There is insignificant relation between occupation of passengers and travelling when And
where I want.

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.There is insignificant relationship between occupation of passengers and number of ticket
counter.

.There is insignificant relationship between occupations of passengers with respect to their

preference of ticket option.

.There is insignificant relationship between the Gender of passengers and requirement of

time gap between the doors.

.There is insignificant difference in the perception of passengers with respect to gender for
alertness of security forces.

.There is insignificant relationship between gender of passengers and their preference for
CCTV camera surveillance.

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Chapter 4: RESEARCH METHODOLOGY

RESEARCH DESIGN
TYPES OF DATA

PRIMARY DATA

It is the first hand gathered to help solve the problem at hand. Data is collected personally
for the specific project through research.

SECONDARY DATA

It is the second hand data which is already available and collected by someone else. The
data was extracted through internet. Example: DMRC website.

COLLECTION OF DATA:
For this study we have used survey method to analyse our study. Both Quantitative and
Qualitative data is used which involve measuring analyzind data and testing hypotheses.

STEP 1 -Identifying the problems faced and level of satisfaction of DMRC consumers.
STEP 2- Asking a group of people to fill the questionnaire so we can get to know more
about their experience with Delhi Metro and after that checking if they are satisfied or not
and what all things can be improved.

SAMPLING DESIGN

 Sample Population-Most of the people who filled the questionnaire were of

RDIAS.

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  Sample Size-The questionnaire will be filled by 100-150 people(approx).

 Sampling Procedure-Questionnaire (structured)

 Sampling Area-Delhi

DATA COLLECTION METHOD

PRIMARY DATA

Most of the data is collected through the questionnaire we have circulated and then
analyzed it.

SECONDARY DATA

Remaining data is collected through already published papers, case studies or the website of
the company. Example: DMRC website.

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Chapter 5: Data Collection
Questionnaire

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 Link- https://forms.gle/Ms3xaa1RBnaix4ta7

Chapter 6: Data Analysis

Findings of the study

Q 1 – AGE OF RESPONDENTS

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Majority of the respondents were students travelling through metro which was
approximately 45%.

Q 2 – GENDER OF RESPONDENTS

The percentage of male and female travelling through metro is approximately 50% each.

Q 3 – OCCUPATION OF RESPONDENTS

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Majority of the respondents were college students travelling twice a day through metro
which was approximately 81.5%. It was followed by salaried employees with 5%.

Q 4 – DO YOU TRAVEL BY DELHI METRO?

About 91.7% of the total people surveyed answered that they travel by metro regularly and
the remaining 8.3% responded ‘NO’.

Q 5 – HOW FREQUENTLY DO YOU TRAVEL BY DELHI METRO?

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57.4% of people choose frequently and 42.6% of the people choose rarely. On seeing the
graph, one can conclude that most people travel by metro daily.

Q6 – SINCE HOW LONG HAVE YOU BEEN TRAVELLING BY

DELHI METRO?

The most chosen outcome was more than 2 years getting approximately 66.7%. It was
followed by other options getting 19.4% of 1-2 years and then 13.9% of less than 1 year
respectively.

Q7 – ON AN AVERAGE, HOW MUCH DO YOU SPEND ON

TRAVELLING BY DELHI METRO EVERY MONTH?

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Approximately 28.7% of the total people who took the survey shared that they spend less
than Rs 100 as expenditure on metro services and the other options as listed in the graph
above got approximately 19.4%, 17.6%, 14.8%, and 19.4% respectively.

Q 8 – IS IT EASY/CONVINIENT TO TRAVEL BY DELHI METRO?

Majority of the people find it easy/convenient to travel by metro. While about 1.9% feel a
trouble to travel by metro. Approximately 13% of the total people surveyed rated the
services to be neither convenient nor complex.

Q 9 – THE SIGN BOARDS ON THE STATIONS ARFE WELL PLACED AND

LABELLED?

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Majority of the people (96.3%) chose YES, that the sign boards are well placed and
labelled whereas only about (3.7%) chose no that don’t think the same.

Q 10 – TRAVELLING BY DELHI METRO IS ECONOMICAL?

Around 91.7% chose YES that travelling by metro is economical than other modes of
transport such as personal vehicles/cabs or autos etc. However around 8.3% answers NO as
people who were surveyed felt that metro is expensive.

Q 11 – IS IT EASY TO GET A SEAT IN THE DELHI METRO?

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67.6% people found it difficult to find a seat in a metro train whereas 32.4% were able to
find seats.

Q 12 –METRO TRAINS ARE WELL MAINTAINED?

Majority of the people 91.7% think that metro trains are well maintained while only 8.3%
of them think that they are not well-maintained.

Q 13 –TRAVELLING BY METRO IS TIME CONSUMING?

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68.5% people found it time saving to travel in a metro train whereas 31.5% people found it
time consuming.

Q 14 –TRAVELLING BY METRO IS SAFER THAN OTHER MEANS OF

TRANSPOTATION?

About 98.1% chose yes and only 1.9% chose no so one can interpret that metro is a safer
mode of commuting.

Q 15 – I AM SATISFIED WITH THE SERVICES OF DELHI METRO?

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42.6% of respondents were highly satisfied with the services of Delhi metro, 39.8% of
respondents were satisfied with the services, 0.9% of the respondents being unhappy with
the services of DMRC. About 16.7% of the respondents replied neutrally. Thus there were
mixed opinions.

Q 16 – I AM LIKELY TO CONTINUE TRAVELLING BY DELHI METRO?

Most of the respondents 96.3% are likely to continue travelling by metro in the near future
as they feel satisfied with the current services of DMRC while only 3.7%% of the people
surveyed would not want to travel again in metro.

Chapter 6: CONCLUSION

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 FINDINGS

 DMRC has been successful in satisfying there users by proving all the
comfort. The maximum numbers of customers of DMRC were of age group
15-25 years who were either working or studying.
 50% of the respondents who travel in Delhi Metro were found out to be
males and 50% were females.
 32.4% of customers were satisfied with the space available in Delhi Metro to
sit while 67.6% of the people surveyed proved to be dissatisfied with those
restrictions.
 Only 91.7% of the customers thought metro to be expensive as compared to
those 8.3% who thought it to be inexpensive.
 96.3% of the people surveyed were fine with the signs and boards placed at
metro stations.
 Around 52.8% people felt that travelling by metro was easy and convenient.
 31.5% people are agreeing that the metro is time consuming while 68.5%
people say that it isn’t time consuming.
 Approximately 42.6% respondents were happy and satisfied with the
services of DMRC and would continue to use them in the future to.

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 RECOMMENDATIONS
 Every train should have at least 8 coaches so that more people can be
accommodated and can get a seat to sit.
 Security must be tightened in order to avoid thefts and mishaps.
 DMRC must offer other services such as WIFI etc. which may further attract more
customers.
 Dustbins can be arranged on platforms. Token system needs improvement as there
were many cabins present but only 1 is working due to which customers have to
wait long in queue.

REFERENCES

 https://www.railway-technology.com/projects/delhi-metro/
 http://www.internationalconference.in/XVIII_AIC/TS5A/Disha%20thanai
%20_264-276_.pdf
 http://www.delhimetrorail.com/Surveymonkeyform.aspx
 http://www.delhimetrorail.com/press_reldetails.aspx?id=bnclgDGRjzekwlld

BIBILOGRAPHY

 https://www.google.com/
 https://scholar.google.com/
 https://docs.google.com/forms/u/1/?tgif=d

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