Project Report

On
(CUSTOMER SATISFACTION WITH RESPECT TO
DELHI METRO RAIL CORPORATION)

Submitted In Partial Fulfillment of the Requirement

Of Bachelor of Business Administration

Submitted To: Submitted By:

Name: Ms Shilpa BSL Name: Divya Sethi

Designation: Assistant Professor ROLL NO.: 01261101714

Batch : 2014-2017 (6TH SEM)

MAHARAJA AGERSEN INSTITUTE OF MANAGEMENT STUDIES

AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY, DELHI
PSP AREA, PLOT NO.1 SECTOR 22, ROHINI, DELHI- 1100
 STUDENT UNDERTAKING

This is to certify that I have completed the Project titled Customer Satisfaction with respect
to Delhi Metro Rail Corporation under the guidance of Ms. Shilpa BSL in partial
fulfillment of the requirement for the award of degree of Bachelor of Business Administration at
Maharaja Agersen Institute of Management Studies, Delhi. This is an original piece of work & I
have not submitted it earlier elsewhere.

Divya Sethi
 CERTIFICATE

This is to certify that the project titled Customer Satisfaction with respect to Delhi Metro

Rail Corporation is an academic work done by Divya Sethi submitted in the partial

fulfillment of the requirement for the award of the degree of Bachelor Of Business

Administration from Maharaja Agrasen Institute of Management Studies, Delhi, under my

guidance & direction. To the best of my knowledge and belief the data & information presented

by him/her in the project has not been submitted earlier.

Ms. Shilpa BSL

Assistant Professor
 ACKNOWLEDGEMENT

I would like to express my thanks to Dr. M. K. Bhat (Director, Maharaja Agrasen Institute of
Management Studies) for giving me such a wonderful opportunity to widen the horizons of my
knowledge.

A special thanks to my faculty guide, Ms Shilpa BSL for being the mentor of this project
and helped me enhance my knowledge in the field of marketing sector.

This project has been possible due to the support of several wonderful individuals. I would like
to thank my colleague, with whom I interacted. All of them with their due cooperation and
motivation made the completion of this project successful. I would like to thank them all.

Last but not the least I am highly obliged to my friends and colleagues for their help and support.
The learning during the project was immense and valuable.
 EXECUTIVE SUMMRY

As a partial fulfillment of BBA all students are required to prepare a project report. I have
prepared my project report in marketing field on the topic Customer Satisfaction with respect
to Delhi Metro Rail Corporation. The Delhi Metro is a metro system serving Delhi and its
satellite cities of Faridabad, Gurgaon, Noida and Ghaziabad in National Capital Region in India.
Delhi Metro is the world's 12th largest metro system in terms of both length and number of
stations

I have selected this topic to know about the satisfaction of the customers towards the services
provided by Delhi Metro Rail Corporation. Customer satisfaction is a marketing term that
measures how products or services supplied by a company meet or surpass a customers
expectation. Customer satisfaction is important because it provides marketers and business
owners with a metric that they can use to manage and improve their businesses.
This report also tells about to what extent DMRC change the life style of the consumers.
Another objective is to identify the problems if any in the services provided by DMRC and also
provide the feasible solutions to the problems so that consumer satisfaction can be increased.

For analyzing the customer satisfaction primary data is used. A total of 100 customers were
selected from the Delhi for this study to analyze the customer satisfaction with reference to Delhi
Metro Rail Corporation. The information gathered was tabulated and various graphs are
prepared to analyze.

Based on the overall study of the company it was inferred that the customers are delighted with
the quality of services provided by the DMRC. Most of the respondents are satisfied with the
price charged by Delhi Metro Rail Corporation. It is also the best public transportation system in
Delhi. Almost all the respondents feel that the services of DMRC solve the transportation
problem by solving the problem of traffic congestion to a great extent which in turn reduces the
time of travelling for the commuters.
It was also inferred that almost all the respondents feel that the service of DMRC changes their
life in one way or the another and all of them are satisfied with the services provided by it.
 Data Analysis & Finding

Q(1) What is your Gender?

A. Male
B. Female

A MALE 53%
B FEMALE 47%

Gender

Female
47% Male
53%

ANALYSIS:
From the above table it is analysed that, 53% of the respondents who uses the service of
DMRC were male and 47% were the females.
 Q(2) Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)?

A. Yes
B. No

A Yes 99%
B No 1%

No
1%
Frequently user of DMRC

Yes
99%

ANALYSIS:

From the above table it is analysed that, 99% of the respondents are the Frequently users
of DMRC and 1% are not.
 Q (3) How many times you travel in a day?
A. Once
B. Twice
C. Thrice
D. More than that
E. None of these

A ONCE 37%
B TWICE 34%
C THRICE 10%
D MORE THEN THRICE 12%
D NONE OF THESE 7%

How many Times people travel in

DMRC
None of these
7%
More than
thrice Once
12% 37%
Thrice
10%

Twice
34%

ANALYSIS:

From the above table it is analysed that, 37% people use DMRC once a day , 34% twice
a day , 10% thrice a day and 12% more than that.
 Q (4) Do you use metro?

(A) Occasionally

(B) Regularly

A Occasionally 63%
B Regularly 37%

Use Of DMRC

Regularly
37%

Occasionally
63%

ANALYSIS:

From the above table it is analysed that, 63% of the respondents uses DMRC
Occasionally and 37% regularly.
 Q (5) Do you find its fare costly?

(A) Yes

B) No

A Yes 38%
B No 62%

Fair is Costly

Yes
38%

NO
62%

ANALYSIS:

From the above table it is analysed that, 62% of the respondents told that fair is not
Costly and 38% say that it is costly
 Q (6) Do you feel Delhi metro helps to solve the transportation problem?

(A) Yes

(B) No

A Yes 99%
B No 1%

NO
1% Help in Transportation Charges

Yes
99%

ANALYSIS:

From the above table it is analysed that, 99% of the people says DMRC reduce the
transportation problem and !% feel that it does not solve the transportation problem.
 Q (7) Do you feel safe in DMRC services?

(A) Yes

(B) No

A Yes 97%
B No 3%

No
3%
Security In DMRC

Yes
97%

ANALYSIS:

From the above table it is analysed that, 97% of the people says DMRC is safe and 3%
says it is not.
 Q(8) Do you feel DMRC has reduced traffic and time in NCR?

(A) Yes

(B) No

A Yes 88%
B No 12%

Metro Reduce the trafic Problem

No
12%

Yes
88%

ANALYSIS:

From the above table it is analysed that, 88% of the people says DMRC reduce the traffic
problem and 27% says that it does not solve the traffic problem.
 Q (9) How will you rate the Metro Feeder Bus Service?
Poor
Average
Good
Very Good
Excellent

Poor 25%

Average 42%

Good 23%

Very Good 10%

Metro Feeder Bus Service

Very Good
10%

Poor
25%
Good
23%

Average
42%

ANALYSIS:

From the above table it is analysed that, 42% of the respondents says feeder bus services
are average ,23% says it good and 25% says it poor and 10% says that they are very good.
 Q (10) Would you like to see Metro network in all NCR region also?

(A) Yes

(B) No

A Yes 98%
B No 2%

No Metro Network
2%

Yes
98%

ANALYSIS:

From the above table it is analysed that, 98% people like to see Metro in all NCR
regions but 2% do not.
 Q(11) How will you rate the Parking Services?

(A) Poor
(B) Average
(C) Good
(D) Very Good

A Poor 5%
B Average 20%
C Good 49%
D Very Good 26%

Parking Services
Poor
4%

Very Good
24% Average
27%

Good
45%

ANALYSIS:

From the above table it is analysed that, 45% of the people feel that parking services
are good and 27% people feel it is average , 24% feel it very good and only 4% feel it
poor.
 Q(12) Do you feel Delhi Metro should work 24x7 ?
(A) Yes
(B) No

A Yes 94%
B No 6%

Should Metro Work 24*7

No
6%

Yes
94%

ANALYSIS:

From the above table it is analysed that, 94% people says Metro should work 24*7 and 6%
feel that it should not.
 Q (13) Are you satisfied with the service of DMRC?
(A) Yes
(B) No

A Yes 98%
B No 2%

No Satisfied with DMRC

2%

Yes
98%

ANALYSIS:

From the above table it is analysed that, 98% people says that they are satisfied with
DMRC services and 3% says they are not.
 Q(14) Do you feel DMRC has change your life style?

(A) Yes
(B) No

A Yes 98%
B No 2%

DMRC Change Life Style

No
9%

Yes
91%

ANALYSIS:

From the above table it is analysed that, 91% people says that DMRC changes their life style
and 9% says that it doesnt.
Biblography

Books

Kotler Philips, marketing management 1998, Prentice Hall of India Ltd.

Kothari C.R., Research Methodology, 2 Edition, 2003, Vikas Publishing House Pvt. Ltd, New
nd

Delhi.

Web Links

http://delhimetrorail.com/about_us.aspx
https://en.wikipedia.org/wiki/Delhi_Airport_Metro_Express
http://www.thehindubusinessline.com/economy/logistics/delhi-metro-most-
comfortable-public-transport/article4963491.ece
http://delhimetrorail.com/feederbus.aspx
http://www.delhimetrorail.com/Customer-Satisfaction-Survey.aspx
http://research-methodology.net/research-methods/
QUESTIONNAIRE

I would like to introduce myself as a BBA Student Divya Sethi of Maharja Agarsen
Institute of Management Studies. I am doing a project on topic Customer Satisfaction
towards DMRC. This project is to be submitted to the GGSIPU for the award of
Bachelor of Business Administration. Hence I request you to kindly spend a few minutes
in answering this:-
Name: Occupation:

Gender -

Age:

Contact No:

Q(1) What is your Gender?

A. Male
B. Female

Q(2) Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)?
(A) Yes
(B) No

Q (3) How many times you travel in a day?

(A) Once
(B) Twice
(C) Thrice
(D) More than thrice
Q (4) Do you use metro?
(A) Occasionally
(B) Regularly

Q (5) Do you find its fare costly?

(A) Yes
(B) No

Q (6) Do you feel Delhi metro helps to solve the transportation problem?
(A) Yes
(B) No

Q (7) Do you feel safe in DMRC services?

(A) Yes
(B) No

Q(8) Do you feel DMRC has reduced traffic and time in NCR?
(A) Yes
(B) No

Q (9) How will you rate the Metro Feeder Bus Service?
A. Poor
B. Average
C. Good
D. Very Good
E. Excellent

Q (10) Would you like to see Metro network in all NCR region also?
(A) Yes
(B) No
Q(11) How will you rate the Parking Services?

(A) Poor
(B) Average
(C) Good
(D) Very Good

Q(12) Do you feel Delhi Metro should work 24x7 ?

(A) Yes
(B) No

Q (13) Are you satisfied with the service of DMRC?

(A) Yes
(B) No

Q(14) Do you feel DMRC has change your life style?

(A)Yes
(B)No
(C)What?

## Any advice you want to give to improve the facility of DMRC in NCR.
*

...