A STUDY ON WOMEN PASSENGERS
SATISFACTION IN
KOCHI METRO
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INTRODUCTION
Customer satisfaction has become one of the major factors influencing the
transportation industry, especially metro railway services. It is crucial for any
transportation industry to prioritize high customer satisfaction through top-notch
service. The organization should continuously monitor and improve service
quality to enhance customer satisfaction. People and diplomatic factors can impact
both customer satisfaction and service quality.
Kochi, India is one of the fastest-growing metropolises with a population of nearly
8 million. The city sees around 11 million commuter trips daily, including
approximately 6 million automotive trips. There is a need for an efficient mass
rapid transit system to supplement current public transportation.
The Government of Kerala has approved the Kochi Metro Railway Project. The
project aims to provide the people of Kochi with safe, environmentally friendly,
punctual, courteous, convenient, transparent, sustainable, reliable, innovative,
revolutionary, fast, user-friendly, cost-effective, and modern public transportation
services. These services will be integrated with other modes of private and public
transportation, including MRTS, suburban trains, and buses.
The Kochi Metro features air-conditioned coaches, modern communication, and a
train management system. Trains operate every 4-5 minutes, and entry and exit at
underground stations is through flap doors controlled by contactless tokens and
smart cards. The system seamlessly integrates with other modes of transportation,
making it an essential addition to the city's network.
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STATEMENT OF THE PROBLEM
Our country's financial stability relies heavily on the Indian railway, which is the
largest and fastest mode of transportation in India. The quality of maintenance of
the Kochi metro railway system directly impacts the customer experience. Therefore,
it is necessary to investigate the impact of the Kochi metro railway system service
on customer experience. A current study has been conducted to assess the
satisfaction levels and customer experiences with the Kochi metro railway system
service in Kochi.
OBJECTIVE
To study the safety and security of women when using the metro service.
To assess the effectiveness of the scheme offered by the Kochi Metro Railway
System.
To study passenger satisfaction on the metro.
SCOPE OF STUDY
The research aimed to identify the factors that have the greatest impact on
passenger satisfaction. The study suggests that providing a safe transportation
system for women could enable more women to work with confidence, ultimately
contributing to economic development. Factors such as travel time, traffic, the
behavior of male passengers and staff were carefully considered. The study was
conducted in the Kochi Metro, which is owned by Kochi Metro Rail Limited.
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REVIEW OF LITERATURE
1. In a 2021 study, Dr. Shamsi Sukumaran Kunnathully highlighted the
public's optimism about introducing a light metro system in cities like
Cochin to reduce travel time. The study stressed the urgent need for a light
metro system to address the rising population and travel demand, preventing
traffic congestion for the next 25 years.
2. Bhagyalakshmi R and Vasudevan (2020) gathered scientific research in
information through a scheduled questionnaire with a representative sample
size of 220 survey participants. It will aid to detect the factors associated with
the Kochi metro rail limited service that have an effect on traveler’s
fulfillment.
3. In 2018, Dr. Vineeth K. M and V. Chithra Menon conducted a compelling
study on the usage perception and consumer satisfaction of KMRL. The
results, analyzed using both descriptive and inferential statistics, revealed
that people are utilizing KMRL services more than twice a week. The study
also highlighted a high level of satisfaction among commuters, except for
young people. Additionally, the study showcased the high consumer
perception of KMRL's role in the economic development of the city. The
findings suggest that the upcoming second phase of KMRL is anticipated to
attract more regular users, contributing to a greener and pollution-free city.
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4. Sonia John Markose (2018) has discussed the development strategies used
by KMRL to make itself a prominent brand name. The study discusses
revenue generation, branding, aesthetics and communication strategies used
by metro to make it a unique service provider. Their Kochi 1 card, mobile
app, usage of solar energy, MYBYK app, pillar gardens, awareness campaigns
etc is what makes the system stand out. The paper has concluded that with
green, gender, consumer and worker friendly methods, Kochi metro has
become an emblematic business model in the state.
5. Dr. N K Babu(2018) have studied about the satisfaction level of passengers
in Kochi metro train from the public’s pot of view.
6. In a 2017 study by Govind V, Lijo K Thomas, and Dr. A.S. Ambili, 76.5% of
participants believed the metro would reduce traffic, while 58.8% saw it as an
employment opportunity. However, 74.5% noted increased pollution from
metro construction, highlighting the need for faster, eco-friendly
development.
7. Vivek kumar and Vikas Rastogi(2014) proposed that there must be a high
degree of amenities that provide excellent value for travelers and employees
who are all traveling through metro rail. The travelers experience is different
from one another’s. The service providers need to progress the traveler’s
comforts and convenience that will lead to customer fulfillment.
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8. Garim Malik (2014) has analyzed Customer satisfaction with the standard of
service offered by the Delhi metro Railways. According to the results, the
majority of customers are unhappy with the Delhi metro railways. This study
concluded that the Delhi metro rail system could provide excellent service to
its customers.
9. Ram Kumar Balyan and Richa Pandit (2014) have investigated and analyzed
the factors that influence the quality of service provided by Indian railways.
The study found that while Indian railways are generally good at keeping
records and keeping time, employees are often unable to provide prompt
service to passengers.
10. Rajeswari V and Sanatakumari K (2014) have made a study to find out
the passenger perception about the quality of service in Indian railway in the
area between Kerala and Delhi, and between Mumbai and Delhi. This work
recommends increasing catering facilities and safety.
11. Mishra A K (2013) gathered scientific research information through a
questionnaire from with 40 survey participants and attempt to discover the
effect of Dhaka metro rail and traveler’s satisfaction.
12. Gandhimathi S and Saravanan S (2013) At Coimbatore Junction,
customer satisfaction with railway services were studied. The results show
that passengers are at ease when travelling by train.
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13. In a 2013 study by Devi Prasad Maruvadand and Raja Shekhar
Bellamkoda, it was found that demographic factors influence the quality of
railway passenger service. The study revealed connections between gender,
income, and service level, as well as between travel class and employee
service, punctuality, and reliability. Passengers in higher classes expect
personal attention, good catering, and amenities during their journey.
14. Som Sankar sen (2012) proposed a scenario for the Kolkata metro rail
passenger satisfaction. There for t is the commitment of every company to
meet its customers and to focus on customer fulfillment. It is important to
detect the factors that affect the passenger’s fulfillment level. Based upon the
anticipation level of travelers, the necessary modifications must execute by
satisfying the customer needs.
15. Sudin Bag (2012) had described that the vast majority of the
individuals who utilize the metro train services for reaching their respective
destinations. So, the ticket scheme and information about the check-in and
departure of the metro rail must be depending on the flexible approach of
travelers.
RESEARCH METHEDOLOGY
METHODS OF DATA COLLECTION
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Both primary and secondary data have been used in the studies.
Primary data
Primary data is obtained directly from the participants through survey
questionnaires.
Secondary data
Secondary data were gathered from various published sources,
including books, journals, and internet resources.
SAMPLE DESIGN
Population of the study
The study includes random women traveling within various Kochi
metro railway stations.
Sample size
The current study was conducted with a sample size of 135 respondents.
Sample technique
In this study, data was collected using a questionnaire method. The
questionnaire consists of printed or written questions with a choice of
answers, and is used for surveys or statistical studies.
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LIMITATIONS
Unfair ticket fair is charged by the metro on the passengers.
Time available to conduct a research on the topic is limited.
Accuracy of data depends upon the information provided by respondant.
TOOLS USED FOR ANALYSIS
Data is analyzed using statistical tools such as averages and percentages. The
process involves collecting, interpreting, and presenting data.
Formula: percentage = no of response/total no of respondants*100
OPERATIONAL DEFINITION
The extent to which women passengers are content with their travel
experience on the kochi metro measured by their perceived quality of service
safety comfort and overall experience.
CHAPTER SCHEME
Chapter 1: Introduction which consists introduction, statement of the problem,
scope of the study, review of literature and limitations of the study.
Chapter 2: Research methodology and theoretical framework.
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Chapter 3: Data analysis and interpretation.
Chapter 4: Findings, suggestions, conclusion.
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