Team 3 - Project - Delhi - Metro - 07 - April - 2016 - Final Desk PDF

Minor Project Report
A Study of Measuring Customer Satisfaction Using

Service Quality Parameters in Delhi Metro Rail Service
Submitted in partial fulfilment of the requirements for degree of

M.sc. Applied Operational Research
By
Avneet Kaur Ahuja (Roll No: 1639)
Guneet Keith (Roll No: 1625))
K L S Priyanka (Roll No: 1611)
Reena Sharma (Roll No:1604)
Supervisor: Kaushal Kumar

Assistant Professor (University of Delhi)
University of Delhi, New Delhi

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Table of Contents
List of Tables
List of Figures
1. Abstract :
2. Introduction :
2.1. Service Quality (SERVQUAL) and Customer satisfaction Model :
3. Statement of the Problem:
4. Objective of the Study :
5. Variables under Investigation :
5.1. Independent Variables :
5.2. Dependent Variables :
6. Scope of the Study :
7. Hypothesis Formulation :
8. Regression model between Service Quality and Customer Satisfaction :
9. Research Methodology :
10. Target Audience :
11. Sample size:
12. Data Collection Method :
13. Method of Data Analysis :
13.1.
Data Quality Measures :
13.2.
Analysis Techniques :
14. Limitations of the Study:
15. Key Finding :
15.1.
Reliability of the Results :
15.2.
Respondents General Information :
15.3.
Perception of factors influencing Customer Satisfaction :
15.4.
Coefficient of Determination, R^2 :
15.5.
F Test for Full Model :
15.6.
T Test for Regression Coefficients :
15.7.
Test of Autocorrelation :
15.7.1. Removal of Autocorrelation- Method of Generalized Least Square (GLS) method:
15.8.
Test of Multicollinearity :
15.8.1. Removal of Multicollinearity :
15.9.
Test of Heteroscedasicity :
15.9.1. Removal of Heteroscedasicity :
16. Suggestions :
17. Conclusion :
18. Future Research :
19. Appendix:
List of Tables
Table 1: Independent Variables
Table 2: Dependent Variables
Table 3: Hypothesis Formulation
Table 4: D-W Statistic Decision Rule
Table 5: Multicollinearity Decision Rule
Table 6: Reliability Test
Table 7: Factor Influencing Customer Satisfaction
Table 8: Coefficient of Determination, R^2
Table 9: Test for F-Statistics, ANOVA
Table 10: Test for Regression Coefficients Significance
Table 11: Test for Multicollinearity via Pearson Correlation
Table 12: Test for Multicollinearity via Tolerance and VIF
Table 13: Test for Multicollinearity via Condition Index
Table 14: Delhi Metro Customer Satisfaction Best Model
Table 15: Spearman's Coefficient of Rank Correlation Test
List of Figures
Figure 1: Delhi Metro Service Quality ((SERVPERF) and Customer Satisfaction ModelFigure 2:
Distance between two points (given their coordinates)
Figure 3: Sample Size, n
Figure 4: Gender of Respondents
Figure 5: Age Group (in Years) of Respondents
Figure 6: Martial Status of Respondents
Figure 7: Education Level of Respondents
Figure 8: Occupation of Respondents
Figure 9: Frequency Usage of Delhi Metro
Figure 10: Primary Purpose of Using Delhi Metro
Figure 11: Durbin Watson Test Decision
Figure 12: Respondent Delhi Metro Service Improvement Suggestions
1. Abstract :
Indias enormous urban population justifies the need for a super-efficient public transportation
solution to reduce congestion and regulate traffic volume of personal vehicles. The metro train
transport service in India first began its operations in Kolkata, in 1984. The other big cities such as
Delhi, and Hyderabad, followed over two decades later. The latest city to launch the first phase of
the metro is Mumbai which commenced operations in June of 2014.
Delhi Metro Rail Service started its operations in 2002 which has affected the lives of people on a
very large scale. Delhi Metro was designed to ease the traffic congestion on roads, reduce air
pollution and provide an easy, pocket-friendly and convenient mode of transportation. For the Delhi
Metro to achieve its objective of delivering quality service to its customers, it is imperative to study
how the Delhi Metro can conceivably meet and even exceed customers service expectations.
This study seeks to know the level at which the customers are satisfied with Delhi Metro services
and the kind of service quality levels its customers would like in order to offer the exactly what
would be taken positively. Result of this study helps in exploring whether overall customers
satisfaction is an outcome of some of the independent service quality variables or not. Performance
Only Model (SERVPERF) which was developed by Cronin and Taylor (1992) was used to develop a
questionnaire which was carried out among the defined target audience through online method of
marketing research. A sample size of 121 was collected in order to meet the study objective. The
study considers 23 independent variables and 2 dependent variables.
Descriptive statistics was used to establish the factors influencing customer satisfaction. Also,
Advance analysis such as regression model was carried out to inference about the relationship
between customers satisfaction and various service quality factors. Further, statistical tests such as
Reliability test, Durbin-Watson statistic and multicollinearity were conducted to find interesting
results.
From the analysis, it was also established that Frequency and Cleanliness factors have a statistically
significant effect on customer satisfaction. The model goodness of fit was 40.5% while the other
factors contribute 68.5%. The study also suggested one customers satisfaction model which is
considered as best model. The researcher finally recommended that future studies could look into
the nature of these other factors that contribute 68.5% of customer satisfaction by considering more
sample for the study.
Keywords:
Delhi Metro, Customer Satisfaction, Service Quality, Multiple Regression Model, Online Method of
Marketing Research
2. Introduction :
One of the most effective tools to check the success of any services is to observe the success of its
service quality among users. Service quality refers to the difference between customers' expectations
of service and their evaluation of the services they received. It is perceived as subjective since it relies
on the judgement of the customer. However, it is an important concept in influencing the extent and
nature of customer satisfaction experienced after service delivery. According to Gronroos (1984);
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service quality is dependent on two variables: expected service and perceived service. Expectations
are beliefs about the level of service that will be delivered by a service provider and they are
assumed to provide standards of reference against which the delivered service is compared (Bitner et
al, 2003). If there is congruence between the performance and the expectations, then a customer is
said to be satisfied. Various models have been proposed to measure service quality. However, the
most popular model for measuring service quality is the SERVQUAL model developed by
Parasuraman et al. (1985) and engenders five determinants of service quality presented in order of
importance, reliability, responsiveness, assurance, empathy and tangibles.
This study focused on service quality and customer satisfaction: a case of Metro Services in Delhi. 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. The network consists of five colour-coded regular lines
and the faster Airport Express line, with a total length of 213 kilometres serving 160 stations
(including 6 on Airport Express line). The system has a mix of underground, at-grade, and elevated
stations using both broad-gauge and standard-gauge. The metro has an average daily ridership of 2.4
million passengers, and, as of August 2010, had already carried over 1.25 billion passengers since its
inception.
2.1. Service Quality (SERVQUAL) and Customer satisfaction Model :
P Service quality is defined as customers perception of how well a service meets or exceeds their
expectations (Parasuraman, Berry and Zeithmal 1985). Parasuramanet al. (1985) also mentions that
if customers expectations are superior to the performance of the service, the service quality is
deemed to be unsatisfactory which results in dissonance on the part of the customer. The service
will be considered excellent if perceptions exceed expectations. Parasuraman, Berry and Zeithmal
(1988) developed an instrument, the SERVQUAL model, which was among the first models used to
measure service quality. The model is based on five factors reliability, responsiveness, assurance,
empathy and tangibles. The SERVQUAL model is built around the gap that exists between the
services offered vis--vis the expected service quality as perceived by the customer.
In close connection with service quality is customer satisfaction. Customer satisfaction is defined as
the consumers fulfilment response (Oliver, 1997). It is a judgment that a product or service feature,
or the product or service itself, provided (or is providing) a pleasurable level of consumption-related
fulfilment, including levels of under- or over-fulfilment. According to Williams et al., (2003),
customers are satisfied when their judgment of the service they have received equals or exceed
what they expected. If performance matches, the customer is satisfied and, if it exceeds
expectations, even delighted (Kotler et al., 1996). If the performances fall short of expectations, the
customer is dissatisfied. Proper understanding of the factors that influence customer satisfaction
makes it easier for the service provider to design and deliver service offers that correspond to
customer demands (Gibson, 2005).
The term service quality and customer satisfaction have been conceptualized similarly in the
literature and therefore might be considered as one evaluative construct (Iacobucci et al; 1995).
According to parasuraman et al, (1988), service quality is a global judgment relating to the superiority
of the service, whereas satisfaction is related to a specific transaction. He concluded that the two
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construct are related in that incidents of satisfaction over time results in perception of service quality
and therefore the two constructs can be measured by the same attributes. For this Study,
Performance Only Model (SERVPERF) which was developed by Cronin and Taylor (1992) was used to
develop a questionnaire.
Figure 1: Delhi Metro Service Quality ((SERVPERF) and Customer Satisfaction

Model
Customer
Satisfaction with
Delhi Metro
Performance of
Tangibles
Cleanliness
Temperature
Audio
announcements
quality
Seating
availability
Metro
Connection with
other
Transportation
Facilities for
ATMS, caf and
Shops
Performance of
Reliability
Frequency
Punctuality
Operational
hours
Performance of
Responsiveness
Staff availability&
behaviour
Complaint
handling systems
Time required for
booking
tickets/tokens
Performance of
Assurance
Accessibility
Travel time
Fare price
General safety
Safety women
Safety checks
Crowd mgt
Facilities for
disabled and sr.
citizen
Performance of
Empathy
Abnormal
conditions
information
Encroachment
and tackling
beggars
Way-finding
signage &
general
information
3. Statement of the Problem :

The purpose of this study is to understand the various factors impacting customers satisfaction with
Delhi Metro Rail.
4. Objective of the Study :
This study objective is broadly classified into the various parameter checks for the Delhi Metro Rail
and how each parameter contributes to the overall customers satisfaction score.
5. Variables under Investigation :
A variable is defined as a quantity which during a calculation is assumed to vary or be capable of
varying in value. A variable can hence be of two types- independent and dependent.
5.1. Independent Variables :

The independent variable is the amount of vitamin that is given to the subjects within the
experiment. This is controlled by the experimenting scientist. Its variation does not depend on that
of another variable(s).For the purpose of this study certain variables have been identified, which
can be classified into various categories, as mentioned below:
Table 1: Independent Variables
IDV
Variable Name
Description
X1
FREQUENTLY_X1
how frequently is the metro available
X2
PUNCTUALITY_X2
Time taken to commute between desired location(s) via Metros
X3
OPT_HOURS_X3
Operational hours of Delhi metro (6am hrs - 11 pm)
X4
ACCESSIBILITY_X4
Accessibility of station from home/office
X5
TRAVEL_TIME_X5
how punctual is the metro service in terms of delivery
X6
FARE_PRICE_X6
Fare price(s) you pay are value for money
X7
GENERAL_SAFETY_X7
General safety equipments in metro cabins & stations
X8
SAFETY_WOMEN_X8
Safety & Security of women & children
X9
SAFETY_CHECKS_X9
Efficient security checks at stations
X10
CROWD_MGT_X10
X11
FACILITIES_PHYS_SR_C
ITIZENS_X11
Effective crowd management during peak hours

Facilities like First aid box, Wheel Chairs, Lifts, Earmarked seating at
train/stations and soon is Adequate for Physically challenged and Senior citizens
metro travellers
X12
CLEANLINESS_X12
Cleanliness in metro trains & stations
X13
TEMPERATURE_X13
Adequate level of Temperature, air conditioning &lighting on the trains/stations
X14
AUDIO_QUALITY_X14
Sound quality of audio announcements inside metro/ at stations
X15
SEATING _X15
CONNECTIONS_OTHER
_TRANS_X16
Seat availability in trains/stations

Metro connections with other modes of public transports like feeders, DTC
buses, etc
X18
ATMS_SHOPS_X17
ABNORMAL_INFO
_X18
Availability of ATMs, shops, caf, shopping avenues at metro stations

Information during abnormal conditions like about delay travel time status,
forecast of restoration of metro services, etc
X19
ENCROACHMENT_X19
Encroachment and tackling beggars outside Metro stations
X20
SIGNAGE_INFO_X20
Adequacy of way-finding signage & general information in metro/stations
X21
SATFFBEHAVIOUR_X21
COMPLAINT_HANDLE_
X22
QUEUE_BOOKING_X23
Staff/ official Availability& their behaviour with you
X16
X17
X22
X23
Speed and effectiveness of complaint handling systems for your complaints

Time required for booking tickets/tokens at customer care(s)
5.2. Dependent Variables :

A dependent variable is what you measure in the experiment and what is affected during the
experiment. The dependent variable responds to the independent variable, i.e., the dependent
variable changes as the independent variable changes. In this study, the dependent variables
considered are mention below:
Table 2: Dependent Variables

DV
Variable Name
Description
Y1
SATISFACTION_Y1
Y2
RELIABLE_Y2
Overall satisfaction with Delhi Metro

Reliability of Delhi Metro for you in comparison to Other Public Transports (DTC
Buses, Taxi Cabs, etc)
** For the regression model, this study considered the (equal) joint effect of overall customer
satisfaction and reliability of Delhi Metro.
For instance if a respondent coded 5 as overall customers satisfaction with Delhi Metro and also
coded 5 as reliability of Delhi Metro in comparison to other public transportations then with
these given the coordinates of two points, the distance D between the points is given by:
Where
dx is the difference between the x-coordinates of the points
dy is the difference between the y-coordinates of the points
Distance D between two points say (5, 0) and (0, 5), which is explained as follow :
Figure 2: Distance between two points (given their coordinates)
Y
Overall Customer Satisfaction
Distance from these two points is calculated as

2 + 2
(0,0)
Relability
Joint effect of overall customer satisfaction and reliability of Delhi Metro (Distance D)
= 2 + 2
= 52 + 52
= 50
= 7.071067812
Thus, this study has calculated the dependent variable via this technique.
6. Scope of the Study :

The scope of this paper is to investigate the joint effect of overall customer satisfaction and reliability
of the commuters of Delhi Metro rail service and to identify the critical/driving factors that
determine the satisfaction level of the commuters of the service.
7. Hypothesis Formulation :
Following are the hypotheses statement formulated for this study:
Table 3: Hypothesis Formulation
Hypothesis No. Null Hypothesis (H0)
Service Quality Dimension : Reliability
No significant relationship between
Hypothesis 1
service Frequency and Joint effect of
customer satisfaction and reliability.
Hypothesis 2
service Punctuality and Joint effect of
service Operational Hours and Joint
Hypothesis 3
effect of customer satisfaction and
reliability.
Service Quality Dimension : Assurance
Hypothesis 4
Hypothesis 5
Hypothesis 6
Hypothesis 7

service Accessibility and Joint effect of
Alternative Hypothesis (H1)

Significant relationship between service
Frequency and Joint effect of customer
satisfaction and reliability.
Punctuality and Joint effect of customer
Operational Hours and Joint effect of customer

service Travel Time and Joint effect of
No significant relationship between Fare
Price and Joint effect of customer

Accessibility and Joint effect of customer
Significant relationship between Travel Time
and Joint effect of customer satisfaction and
reliability.
Significant relationship between Fare Price and
Joint effect of customer satisfaction and
reliability.

service General Safety and Joint effect
of customer satisfaction and reliability.
Significant relationship between service General

Safety and Joint effect of customer satisfaction
and reliability.

Women & Children Safety service and
Hypothesis 8
reliability.
Hypothesis 9
Efficient Security Checks and Joint effect
Crowd Management service and Joint
Hypothesis 10
reliability.
Disabled & Senior citizens Facilities and
Hypothesis 11
reliability.
Service Quality Dimension : Tangibility
Significant relationship between Women &

Children Safety service and Joint effect of
Significant relationship between Efficient
Security Checks and Joint effect of customer
Significant relationship between service Crowd
Management service and Joint effect of
Significant relationship between Disabled &
Senior citizens Facilities and Joint effect of

Cleanliness and Joint effect of customer
Temperature & Lighting Service and
Hypothesis 13
reliability.
Quality Audio Announcements and
Hypothesis 14
reliability.
No significant relationship between Seat
Hypothesis 15
availability and Joint effect of customer
Service to Other Modes Of Public
Hypothesis 16
Transports and Joint effect of customer
Availability of ATMs & shops and Joint
Hypothesis 17
reliability.
Service Quality Dimension : Empathy
s098ik8uervice
Abnormal
Event
Hypothesis 18
Information and Joint effect of customer
Encroachment and tackling Beggars and
Hypothesis 19
reliability.
No significant relationship between of
Way-finding
Signs
&
General
Hypothesis 20
Information and Joint effect of customer
Service Quality Dimensions : Responsiveness
No significant relationship between Staff
Hypothesis 21
Availability & Behaviour and Joint effect
Service Complaint Handling and Joint
Hypothesis 22
reliability.
service Time for Booking a Token/Ticket
Hypothesis 23
and Joint effect of customer satisfaction
and reliability.
Hypothesis 12
Significant relationship between Cleanliness and

reliability.
Significant relationship between Temperature &
Lighting Service and Joint effect of customer
Significant relationship between Quality Audio
Announcements and Joint effect of customer
Significant
relationship
between
Seat
availability and Joint effect of customer
Significant relationship between Service to
Other Modes Of Public Transports and Joint
effect of customer satisfaction and reliability.
Significant relationship between Availability of
ATMs & shops and Joint effect of customer
Significant relationship between Abnormal

Event Information and Joint effect of customer
Significant relationship between Encroachment
and tackling Beggars and Joint effect of
Significant relationship between Way-finding
Signs & General Information and Joint effect of
Significant
relationship
between
Staff
Availability & Behaviour and Joint effect of
Significant relationship between Service
Complaint Handling and Joint effect of
Significant relationship between service Time
for Booking a Token/Ticket and Joint effect of
8. Regression model between Service Quality and Customer Satisfaction :

This study sought to examine the relationship between each factor of service quality and customer
satisfaction with Delhi Metro. The following linear regression model was adapted to help determine
the nature of the relationship:
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( )
= + 1 1 + 2 2 + 3 3 + 4 4 + 5 5 + 6 6 + 7 7 + 8 8
+ 9 9 + 10 10 + 11 11 + 12 12 + 13 13 + 14 14 + 15 15
+ 16 16 + 17 17 + 18 18 + 19 19 + 20 20 + 21 21 + 22 22
+ 23 23 +
Where,
Y - Dependent variable (customer satisfaction)
- Constant (intercept)
- Regression coefficients with respect to independent variables
Error Term
9. Research Methodology :
The research design consists of a descriptive study involving a cross-section study where Delhi Metro
commuters/riders are surveyed at a specific point in time using a structured questionnaire.
The questionnaire comprised of two sections:
The first section of the questionnaire collected demographic profile on each respondent that
included Gender, Age group, Education level, Occupation, Frequently of using Delhi Metro, Primary
Purpose of using Delhi Metro and their Monthly Household Income.
The second section asked questions related that various factors influencing overall customer
satisfaction with Delhi metro on 5-point likert scale measuring 1 as Strongly Dissatisfied, 2 as
Dissatisfied, 3 as Neither Satisfied nor Dissatisfied, 4 as Satisfied and 5 as Strongly Satisfied.
Lastly, the questionnaire asked about reliability of Delhi metro in comparison to other public
transportation which is again on a 5-point likert scale.
10. Target Audience :
Gender- Male & Female
Age group: 18-60 plus
Frequent commuter of Delhi Metro rail service irrespective of from or to which metro
station they compute
11. Sample size:
This study adapted the formula developed by Glenn (2009) to determine the sample size.
Where,
n= sample size
N=total population of Delhi (18. 24 Million)
e=margin of error (0.0746)
Confidence Level (90%)
Therefore, using the above mentioned formula, we get,
n= 18248290 / ( 1+18248290 (0.0891) ^2 )
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Sample Size, n = 121 respondents

A total number of 121 questionnaires were therefore collected for this study.
12. Data Collection Method :
The study is conducted through an online method of marketing research i.e., online survey in
Delhi/NCR to capture the factors impacting customer satisfaction with Delhi Metro. A total duration
of this study is three weeks. The data collection period of the study is of one week.
The sample size determines the accuracy of the data collected. For the purpose of this study, the
population chosen as per the customer profile of Delhi Metro rail service which is a mix of people
from different demographics and economic backgrounds (already mention in Section 12-Target
Audience)
A sample size of 115 was taken, who are frequent commuters of Delhi Metro rail service. Invitation
online sampling technique is used where potential respondents are alerted that they may fill out a
questionnaire willingly that is hosted at a specific Web site. Due to time constraint on this study, the
study opt this sampling technique via Google form attached in appendix:
13. Method Of Data Analysis :
For the data analysis purpose Statistical Packages for Social Sciences (SPSS) and MS Excel were used
in this study.
13.1.Data Quality Measures :
The survey was conducted via web on a 5-point likert scale to gather data, therefore it is really
important to ensure data quality. This can be done by looking at the pattern of responses for each
respondent thereby cleaning the invalid data points from the dataset.
Following are a few measures used to ensure data quality for this study:
13.1.1. Duplicate responses by the same respondent. This can be a person accidentally taking
your survey more than once. Thus, deleted 5 responses on this ground for the study.
13.1.2. Straight-Lining responses: When a respondent answers the same option for each item
without reading the question or he/she has not understood the question clearly. This
would look exactly like it sounds; a straight line of responses to a set of questions. Thus,
deleted 7 responses on this ground for the study.
13.1.3. Measure Variability or Outliers in the dataset in response to the various factors
answered by each respondent. This measure describes the amount of variability or
spread in a set of data. The most common measures of variability are the range, the
inter-quartile range (IQR), variance, and standard deviation. Variance was used to check
variability in data. The threshold value to discards responses was 0.0. Thus, deleted total
of 6 responses on this ground for the study.
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** By using these data cleaning techniques, a total of 18 responses found careless or invalid
response for this study i.e., around 15% of responses. Now, the study sample size reduced to 103
however ensuring data quality for advance analysis.
Figure 3: Sample Size, n
Sample size n=121

Careless responses
Serious responses
18 (15%)
Action: Discard
103 (85%)
Action: Used
13.1.4. Finally, a Cronbach's alpha coefficient reliability test was carried out obtain the internal
consistency i.e., how closely related a set of items are as a group for the sample size of
103. It is used in multiple Likert questions in a questionnaire that form a scale and you
wish to determine if the scale is reliable or not. If the value of Cronbach's alpha > 0.600
the questionnaire items dictated reliability else if the value of Cronbach's alpha < 0.600
the dictated questionnaire items unreliability.
13.2. Analysis Techniques :
With a view to accomplish the pre-determined set of objectives of our research, different set of
techniques and tests were adopted.
13.2.1. First and foremost, to fulfil the research objectives, descriptive statistics technique like
mean, standard deviation etc were carried to show the nature and basic demographic
characteristics used in the analysis. Descriptive statistics is the discipline of
quantitatively describing the patterns and general trends of a dataset and summarize it
in single value. It enables a reader to quickly understand and interpret the set of data
that has been collected.
13.2.2. Then the second type of inferential statistics is used that is linear regression analysis
which create a mathematical model that can be used to predict the value of joint effect
of satisfaction and reliability based upon the values of factors which influencing
satisfaction and reliability with Delhi Metro rail. In other words, we use the model to
predict the value of Y when we know the value of X. Here, we used the sign-f to analysis
the overall significance of the sample regressions and t- test and p-value to check the
individual significance of the independent variables. Lastly, we test to check presence of
multicollinearity, autocorrelation and heteroscedasicity in the multiple linear regression
models.
13.2.2.1. R-square: Also known as the coefficient of determination, it is commonly used to
evaluate the model fit of a regression equation. That is, how good are all of your
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independent variables at predicting your dependent variable? The value of R-square

ranges from 0.0 to 1.0 and can be multiplied by 100 to obtain a percentage of variance
explained.
13.2.2.2. ANOVA was performed to study the cause-and-effect of one or more independent
variables on a single (factor) dependent variable. It is used for hypothesis testing as
well (rejection of null hypothesis if p-value from F-test is <0.10 at 90% confidence
level)
13.2.2.3. Sign F checks whether the whole model is significant or not. It tests whether Rsquare is significantly different from zero.
13.2.2.4. T ratio checks the reliability of the estimate of the individual beta. For that this study
looks at p- values for corresponding Beta coefficients.
13.2.3. DurbinWatson statistic is a test statistic used to detect the presence of autocorrelation
(i.e., a relationship between values separated from each other by a given time lag) in
the residuals from a regression analysis. The Durbin-Watson statistic is always between
0 and 4. Use the following guidelines to interpret the DurbinWatson statistic:
Table 4: D-W Statistic Decision Rule
D-W Statistic
D=2
D=0
D=4
Status of residuals
No autocorrelation
Positive autocorrelation
Negative autocorrelation.
13.2.4. Collinearity diagnostic identifies multicollinearity to a regression model.

Multicollinearity means predictors that are highly collinear, i.e. linearly related, can
cause problems in estimating the regression coefficient. In this situation, the overall pvalue may significant but the p-value for each predictor may not be significant. This can
be done by examining tolerance and the Variance Inflation Factor (VIF), Collinearity
diagnostic and Pearson correlation matrix. Computationally, it is defined as the
reciprocal of tolerance: 1 / (1 - 2). Use the following guidelines to interpret the VIF:
Table 5: Multicollinearity Decision Rule
VIF
VIF = 1
1 < VIF < 5
VIF > 5 to 10
Status of predictors
Not correlated, thus no Multicollinearity exist
Moderately correlated, thus multicollinearity exist
Highly correlated, thus multicollinearity exist
13.2.5. Heteroscedasicity means that the error variance associated with the model is equal
across all levels of the independent variable. Heteroscedasicity can be checked through
Spearman Rank correlation test. This test is a part of non- parametric statistics i.e., does
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not requires data to be normally distributed and have the same variance or variant. The
value of Spearmans rank correlation coefficient ranges from -1 to +1.
If the value of sign < 0.05, then there is a relationship between variables
If the value of sign > 0.05, then there is no correlation relationship between variables
14. Limitations of the Study :
There are four limitations that need to be acknowledged and addressed regarding the present study.
And these limitations are as follows:
14.1.Sample Collection Limit : To cover 166 Delhi metro stations and apply sampling technique in
order to collect data via face to face structured questionnaires requires time and manpower for
this study. Thus, there is sample collection limit. The study collected responses via online survey
from those target audience who frequently say daily, weekly, monthly or occasionally uses
Delhi Metros Rail for different purpose.
14.2.Limited Number of Independent Variables : This study mainly focuses on selected 23
independent variables grouped into 5 service dimensions which may not completely represent
all the variables that might influence customer satisfaction with Delhi Metro Rail Service.
14.3.Biased Online Responses : Survey answers could be partial because the research is conducted
through online method for market research where numerous checks such as mood/feelings of
respondents, surveys fraud, limited sampling, and inability to reach challenging population for
instance elderly people are out of research results.
14.4.Difficult to read Consumer Satisfaction : Consumer is a focal point in this market research
study and his/her satisfaction drivers are difficult to judge precisely and accurately.
Therefore the generalization and application of the results from this study on the factors influencing
customers satisfaction with Delhi Metro should be taken with caution.
15. Key Finding : This section presents the results obtained from data analysis, interpretations and
discussion of findings. The study results are analyzed and interpreted in line with the objectives
which were to determine factors that influence customer satisfaction and to examine the
relationship between service quality (factors) and customer satisfaction with Delhi Metro Rail.
15.1.Reliability of Results : Cronbachs Alpha=0.907 which means that the data collected using the
likert scale is reliable.
Table 6: Reliability Test
Cronbach's
Alpha
Cronbach's Alpha Based on

Standardized Items
N of Items
.907
.909
23
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15.2.Respondents General Information : The study sought to find out the distribution of
respondents in eight categories named; gender, age, marital status, education, occupation,
Frequency of usage and primary purpose of travelling. The results are highlighted in charts
below displaying respondents profile:
Survey data says that majorly respondents are young singles of 18-30 years age group who travels in
Delhi Metro daily, on alternative days and weekly for Studies and job purposes.
10
49
3
4
18-24
25-30
Male
51
Female
21
31-40
62
41-50
51-60
Figure 4: Gender of Respondents Figure 5: Age Group (in Years) of Respondents

Graduate
17
16
Single
Married
83
Post graduate
42
38
College but not

Graduate
Up to 12th class
Literate but no
formal schooling
Figure 6: Martial Status of Respondents
10
Figure 7: Education Level of Respondents
Student
3
3
5
Pvt Service
50
30
Business
Govt Service
Household
Others
Figure 8: Occupation of Respondents
16
Following displays the Respondents Travelling Patterns with Delhi Metro:

Daily
10
8 4
Weekly
43
17
Studies
22
40
24
Occassionally
Job
Shopping/hango
uts
24
Alternative days
in a week
Others
Monthly
Figure 9: Frequency Usage of Delhi Metro
Business
Figure 10: Primary Purpose of Using Delhi Metro
15.3.Perception of factors influencing Customer Satisfaction :

Factors influencing customer satisfaction were analyzed through their mean score (weighted
average) and standard deviation. A five point likert scale was used to interpret the respondents
responses and respondents were asked to rate the factors on a scale of 1 to 5 ranging as 1 =
Strongly Dissatisfied, 2 = Dissatisfied, 3 = neither Satisfied nor Dissatisfied, 4 = Satisfied and 5
= Strongly Satisfied.
Table 7: Factor Influencing Customer Satisfaction
Mean Std. Deviation
FREQUENTLY_X1
103
4.21
0.775
PUNCTUALITY_X2
103
3.84
0.968
OPT_HOURS_X3
103
3.83
0.961
ACCESSIBILITY_X4
103
3.83
0.971
TRAVEL_TIME_X5
103
3.81
0.875
FARE_PRICE_X6
103
3.81
1.01
GENERAL_SAFETY_X7
103
3.80
0.878
SAFETY_WOMEN_X8
103
3.79
0.946
SAFETY_CHECKS_X9
103
3.74
1.000
CROWD_MGT_X10
103
3.66
1.081
FACILITIES_PHYS_SR_CITIZENS_X11
103
3.64
0.938
CLEANLINESS_X12
103
3.60
1.106
TEMPERATURE_X13
103
3.58
0.975
AUDIO_QUALITY_X14
103
3.51
1.083
SEATING _X15
103
3.42
0.975
CONNECTIONS_OTHER_TRANS_X16
103
3.38
1.086
ATMS_SHOPS_X17
103
3.37
1.075
ABNORMAL_INFO _X18
103
3.31
1.067
ENCROACHMENT_X19
103
3.25
1.135
SIGNAGE_INFO_X20
103
3.23
1.095
Remark
fairly influencing satisfaction
neutral
Factors
17
SATFFBEHAVIOUR_X21
103
2.82
1.144
COMPLAINT_HANDLE_X22
103
2.80
1.224
QUEUE_BOOKING_X23
103
2.66
1.209
SATISFACTION_Y1
103
3.80
.705
RELIABLE_Y2
103
4.06
.790
low
influencing
satisfaction
According to this research, those factors with a mean between 0.50 and 1.50 were not influencing
customer satisfaction. From the respondents summary in table 3 above, there was no score
between 0.5 and 1.5 therefore all the factors mentioned above influenced customer satisfaction to a
fair extent.
Those factors with a mean greater than 1.60 but less than 3.00 were somewhat influencing customer
satisfaction which includes encroachment and tackling beggars, seat availability and crowd
management during peak hours with mean scores of 2.82, 2.8 and 2.66 respectively.
The factors with a mean greater than 3.00 but less than 3.50 were neutral and they include
availability of ATMs, & shops, operational hours, complaint handling systems, metro connections
with other public transports, abnormal conditions information, physically challenged & senior
citizens facilities, security checks and time required for booking tickets.
The factors with a mean greater than 3.60 but less than 4.50 were fairly influencing satisfaction. The
factors that were found to be fairly satisfaction were value for money fare price (M=4.21), quality of
audio announcements (M=3.84), cleanliness (M=3.83), temperature (M=3.83), punctuality (M=3.81),
travel time (M=3.81), frequency (M=3.80) , general information & way-finding signs (M=3.79), safety
equipments (M=3.74), women & children security (M=3.66), official availability & behaviour
(M=3.64) and lastly Accessibility (M=3.60).
The factors with a mean greater than 4.60 would be termed as extremely influencing customer
satisfaction. There was no mean score greater than 4.60 hence it can be extrapolated that none of
the factors listed above were perceived to be extremely influencing customer satisfaction.
The standard deviation was also used to analyze the responses. Higher the standard deviation,
higher is the level of dispersion among the respondents. The standard deviation for 10 factors listed
was less than 1 meaning there was general consensus by the respondents. A standard deviation of
more than one would mean there was no consensus among the respondents.
15.4.Coefficient of Determination, : From the analysis, the 23 independent variables to 5 service
quality dimensions contribute 40.5% towards customer satisfaction as represented by the
adjusted coefficient of determination ( 2) while the unadjusted multiple 2 contribute about
53.9%. This rather large change is due to the fact that a relatively small number of observations
are being predicted with a relatively large number of variables. The unadjusted value of 2
means that all subsets of predictor variables will have a value of multiple R that is smaller than
0.734. Note also that these variables in combination do significantly (Sig. F Change = .000)
predict customer satisfaction with Delhi Metro. Other factors contribute 68.5% towards
customer satisfaction.
18
Table 8: Coefficient of Determination,
Adj
Std. Error
of
Estimate
.734
.539
.405
.685
N
103
Change F Change
.539
4.022
df1
df2
Sig. F
Change
23
79
.000
15.5.F Test for the Full Model: From the analysis, significance F=0.000 (F statistic= 4.022 with d.f.
=23, 79), which is less than p=0.10 and therefore the model is statistically significant. This
implies that the model can be used for prediction purposes.
Table 9: Test for F-Statistics, ANOVA
Sum of Squares
df
Mean Square
Sig.
Regression
43.435
23
1.888
4.022
.000
Residual
37.091
79
.470
Total
80.527
102
15.6.T Test for regression coefficients: From the research findings, the following values were
obtained for and coefficients:
Table 10: Test for Regression Coefficients Significance
Variables
Coefficients Std. Error t- Statistic p-value Testing at p <0.10 (Remark)
Intercept
2.160
.000
FREQUENTLY_X1
.199
.117
1.696
.094
Ho Rejected
PUNCTUALITY_X2
.061
.123
.497
.621
Ho Accepted
OPT_HOURS_X3
.074
.091
.808
.421
Ho Accepted
ACCESSIBILITY_X4
.078
.079
.994
.323
Ho Accepted
TRAVEL_TIME_X5
.014
.104
.135
.893
Ho Accepted
FARE_PRICE_X6
.051
.128
.402
.689
Ho Accepted
GENERAL_SAFETY_X7
.017
.112
.156
.877
Ho Accepted
SAFETY_WOMEN_X8
.098
.096
1.029
.307
Ho Accepted
SAFETY_CHECKS_X9
-.147
.092
-1.602
.113
Ho Accepted
CROWD_MGT_X10
.041
.082
.501
.618
Ho Accepted
-.021
.090
-.234
.816
Ho Accepted
CLEANLINESS_X12
.227
.106
2.152
.034
Ho Rejected
TEMPERATURE_X13
-.153
.118
-1.300
.197
Ho Accepted
AUDIO_QUALITY_X14
.079
.103
.760
.449
Ho Accepted
SEATING _X15
.021
.084
.254
.800
Ho Accepted
-.150
.099
-1.512
.134
Ho Accepted
ATMS_SHOPS_X17
-.121
.130
-.932
.354
Ho Accepted
ABNORMAL_INFO _X18
.120
.113
1.064
.291
Ho Accepted
ENCROACHMENT_X19
.080
.089
.897
.372
Ho Accepted
SIGNAGE_INFO_X20
-.007
.104
-.067
.947
Ho Accepted
19
SATFFBEHAVIOUR_X21
.190
.129
1.475
.144
Ho Accepted
.196
.142
1.378
.172
Ho Accepted
QUEUE_BOOKING_X23
-.009
.101
-.093
.926
Ho Accepted
Null Hypothesis (Ho): No significant relationship between customer satisfactions with each independent variable.
Alternative Hypothesis (Ha): significant relationship between customer satisfactions with each independent variable.
The regression model can therefore be expressed as follows:

( )
= 2.160 + 0.1991 + 0.0612 + 0.0743 + 0.0784 + 0. 0145 + 0.0516
+ 0.0177 + .0988 + (0.147)9 + 0.04110 + (.021)11 + 0.22712
+ (0.153)13 + .07914 + .02115 + (0.150)16 + (0.121)17 + 0.12018
+ 0.08019 + (0.007)20 + 0.19021 + 0.19622 + (.009)23 +
At 10% level of significance, only two variables i.e. FREQUENTLY_X1 and CLEANLINESS_X12 were
statistically significance since their p-values were below the acceptable threshold of 0.10. Hence,
null hypothesis is rejected for these two variables. However, for rest of the other variables were
statistically insignificant since their p values were above the acceptable threshold.
From the research findings, negative effect was found on some of the independent variables with
the customer satisfaction and these includes SAFETY_CHECKS_X9 (= -0.147),
(=
-0.021),
TEMPERATURE_X13
(=
-0.153),
CONNECTIONS_OTHER_TRANS_X16 (= -0.150), ATMS_SHOPS_X17 (= -0.121), SIGNAGE_INFO_X20
(= -0.007) and QUEUE_BOOKING_X23 (= -0.009).
These findings suggests that for every unit increase in SAFETY_CHECKS_X9 dimension, taking all the
other variables constant at zero would result to a -0.147 decrease in customer satisfaction. Since the
coding in 1-5 likert scale, the interpretation is easy: for SAFETY_CHECKS_X9, the predicted
Satisfaction score would be 0.147 points lower than other independent variables. Similarly, for every
unit increase in FACILITIES_PHYS_SR_CITIZENS_X11 would result to a -0.021 decrease in customer
satisfaction. Likewise, output can be interpreted for rest of the negatively influencing customer
satisfaction independent variables. These findings also suggest that taking all variables constant at
zero, the effect to customer satisfaction would be 2.160.
Positive effect was found between customer satisfaction scores and factors such as
TRAVEL_TIME_X5 (= 0.014), GENERAL_SAFETY_X7 (= 0.017), SEATING _X15 (= 0.021),
CROWD_MGT_X10 (= 0.041), FARE_PRICE_X6 (= 0.051), PUNCTUALITY_X2 (= 0.061),
OPT_HOURS_X3 (= 0.074), ACCESSIBILITY_X4 (= 0.078), AUDIO_QUALITY_X14 (= 0.079),
ENCROACHMENT_X19 (= 0.08), SAFETY_WOMEN_X8 (= 0.98), ABNORMAL_INFO _X18 (= 0.12),
SATFFBEHAVIOUR_X21 (= 0.19), COMPLAINT_HANDLE_X22 (= 0.196), FREQUENTLY_X1 (= 0.199)
and CLEANLINESS_X12 (= 0.227). These finding suggests that a unit increase in CLEANLINESS_X12
variable, taking all the other variables constant at zero would result to a 0.227 increase in customer
satisfaction. Likewise, output can be interpreted for rest of the positively influencing customer
satisfaction independent variables.
20
These findings further indicate that CLEANLINESS_X12 contributes most towards customer
satisfaction followed by FREQUENTLY_X1 and COMPLAINT_HANDLE_X22. TEMPERATURE_X13 was
seen to contribute the least.
15.7. Test of Autocorrelation : Durbin Watson test is used for the presence of autocorrelation in
residuals. For the analysis of existence of autocorrelation, the underlying hypothesis statement
is
Null Hypothesis (Ho): No statistically significant first order autocorrelation in residuals
Alternative Hypothesis (Ha): statistically significant first order autocorrelation (positive or negative)
in residuals
The finding reveals that Durbin-Watson Statistic d =1.821 (since the data is not time series) using
Durbin Watson formula as stated below:
Figure 11: Durbin Watson Test Decision Diagram
Looking that this d test value and using d-lower limit (1.20) and d-upper limit (2.15) we fall under
indecisive zone(one cannot conclude that (first order) autocorrelation does or does not exist) So, we
used Modified d test at 5% level of significance, we can conclude that there is statistically significant
first order positive autocorrelation in residuals.
15.7.1. Removal of Autocorrelation -The Method of Generalized Least Square (GLS) method :
Removal or remedy of autocorrelation depends on the knowledge about nature of
interdependence among the disturbances i.e., structure of autocorrelation.
Multiple regression model:
( )
= 2.160 + 0.1991 + 0.0612 + 0.0743 + 0.0784 + 0. 0145 + 0.0516
+ 0.0177 + .0988 + (0.147)9 + 0.04110 + (.021)11 + 0.22712
+ (0.153)13 + .07914 + .02115 + (0.150)16 + (0.121)17
+ 0.12018 + 0.08019 + (0.007)20 + 0.19021 + 0.19622
+ (.009)23 +
21
and assume that the error terms follows the AR (1) scheme, namely,
= ut1 + t
d
Knowing the value of (rho), the problem can be easily solved. In this study rho 1 2 is 0.09.
If time holds true at time t, it also holds true at time (t-1). Hence,
1 ( )
= 2.160 + 0.1991(1) + 0.0612(1) + 0.0743(1) + 0.0784(1)
+ 0. 0145(1) + 0.0516(1) + 0.0177(1) + .0988(1) + (0.147)9(1)
+ 0.04110(1) + (.021)11(1) + 0.22712(1) + (0.153)13(1)
+ .07914(1) + .02115(1) + (0.150)16(1) + (0.121)17(1)
+ 0.12018(1) + 0.08019(1) + (0.007)20(1) + 0.19021(1)
+ 0.19622(1) + (.009)23(1)
Multiply by rho = 0.09 on both sides, we obtained,
1 ( )
= 2.160 + 0.1991(1) + 0.0612(1) + 0.0743(1) + 0.0784(1)
+ 0. 0145(1) + 0.0516(1) + 0.0177(1) + .0988(1)
+ (0.147)9(1) + 0.04110(1) + (.021)11(1) + 0.22712(1)
+ (0.153)13(1) + .07914(1) + .02115(1) + (0.150)16(1)
+ (0.121)17(1) + 0.12018(1) + 0.08019(1) + (0.007)20(1)
+ 0.19021(1) + 0.19622(1) + (.009)23(1)
Subtracting the above two equations we get,
1 ( )
= 2.160(1 ) + 0.199(1 1(1) ) + 0.061(2 2(1) ) + + +
+ (.009)(23 23(1) ) + t
Where
ut1 = t
So, our final model is transformed in GLS which is expressed as
= + + + + + + +
Now run regression via SPSS to this new equation which involves Y on X in difference form, not in
original form.
15.8. Test of Multicollinearity : Collinearity Statistics is used for the presence of Multicollinearity
between independent variables. For the analysis of existence of Multicollinearity, the underlying
hypothesis statement is
22
Null Hypothesis (Ho): No statistically significant Multicollinearity between independent variables

Alternative Hypothesis (Ha): statistically significant Multicollinearity between independent variables
The following steps are generally recommended in diagnosing multicollinearity :
One way to detect Multicollinearity is to check Pearson correlation analysis by inspection of the
correlation matrix for high pairwise correlations. The threshold value to detect multicolinearity is
+
0.70 between two independent variables. Correlation Matrix output suggest there exists
collinearity between ATMS_SHOPS_X17 and ABNORMAL_INFO _X18 (r = 0.709) and

betweenSATFFBEHAVIOUR_X21 and COMPLAINT_HANDLE_X22 (r = 0.744). This is not sufficient,
however, since multicollinearity can exist with no pairwise correlations being high. Table 9 show the
correlation results.
23
Table 11: Test for Multicollinearity via Pearson Correlation

X1
FREQUENTLY_X1
PUNCTUALITY_X2
OPT_HOURS_X3
ACCESSIBILITY_X4
TRAVEL_TIME_X5
FARE_PRICE_X6
GENERAL_SAFETY_X7
SAFETY_WOMEN_X8
SAFETY_CHECKS_X9
CROWD_MGT_X10
CLEANLINESS_X12
TEMPERATURE_X13
AUDIO_QUALITY_X14
SEATING _X15
ATMS_SHOPS_X17
ABNORMAL_INFO _X18
ENCROACHMENT_X19
SIGNAGE_INFO_X20
SATFFBEHAVIOUR_X21
QUEUE_BOOKING_X23
.598
.245
.239
.518
.482
.229
.339
.180
.119
-.099
.273
.179
.124
.089
.164
.209
.195
.118
.230
.136
.169
.172
X2
.598
.344
.233
.556
.380
.345
.355
.257
.206
-.082
.335
.320
.311
.237
.109
.318
.233
.013
.352
.165
.165
.160
X3
.245
.344
.238
.397
.218
.397
.251
.276
.307
.157
.148
.408
.311
.420
.033
.242
.424
.022
.213
.232
.231
.319
X4
.239
.233
.238
.290
.295
.162
.214
.159
-.022
.006
.058
.249
-.049
.229
.315
.263
.273
.096
.180
.267
.237
-.004
X5
.518
.556
.397
.290
.454
.512
.469
.445
.347
.102
.350
.497
.370
.325
.220
.355
.364
.232
.356
.277
.252
.272
X6
.482
.380
.218
.295
.454
.440
.462
.328
.130
.097
.469
.399
.345
.212
.264
.301
.363
.144
.357
.214
.205
.172
X7
.229
.345
.397
.162
.512
.440
.607
.603
.388
.325
.424
.510
.302
.333
.201
.319
.456
.309
.345
.286
.355
.271
X8
.339
.355
.251
.214
.469
.462
.607
.598
.271
.195
.370
.413
.193
.236
.169
.366
.396
.274
.389
.352
.331
.233
X9
.180
.257
.276
.159
.445
.328
.603
.598
.370
.348
.245
.412
.143
.193
.224
.264
.260
.119
.206
.325
.249
.094
X10
.119
.206
.307
-.022
.347
.130
.388
.271
.370
.478
.348
.319
.273
.443
.159
.286
.391
.330
.159
.246
.263
.430
X11
-.099
-.082
.157
.006
.102
.097
.325
.195
.348
.478
.318
.315
.076
.162
.228
.211
.275
.136
.193
.289
.147
.231
X12
.273
.335
.148
.058
.350
.469
.424
.370
.245
.348
.318
.538
.478
.263
.333
.334
.325
.257
.435
.390
.430
.335
X13
.179
.320
.408
.249
.497
.399
.510
.413
.412
.319
.315
.538
.525
.359
.302
.444
.406
.122
.505
.526
.436
.230
X14
.124
.311
.311
-.049
.370
.345
.302
.193
.143
.273
.076
.478
.525
.404
.299
.346
.319
.186
.349
.316
.339
.377
X15
.089
.237
.420
.229
.325
.212
.333
.236
.193
.443
.162
.263
.359
.404
.391
.388
.453
.505
.326
.303
.360
.358
X16
.164
.109
.033
.315
.220
.264
.201
.169
.224
.159
.228
.333
.302
.299
.391
.604
.383
.349
.261
.472
.386
.164
X17
.209
.318
.242
.263
.355
.301
.319
.366
.264
.286
.211
.334
.444
.346
.388
.604
.709
.378
.402
.510
.412
.376
X18
.195
.233
.424
.273
.364
.363
.456
.396
.260
.391
.275
.325
.406
.319
.453
.383
.709
.462
.444
.405
.431
.442
X19
.118
.013
.022
.096
.232
.144
.309
.274
.119
.330
.136
.257
.122
.186
.505
.349
.378
.462
.271
.221
.324
.426
X20
.230
.352
.213
.180
.356
.357
.345
.389
.206
.159
.193
.435
.505
.349
.326
.261
.402
.444
.271
.487
.533
.285
X21
.136
.165
.232
.267
.277
.214
.286
.352
.325
.246
.289
.390
.526
.316
.303
.472
.510
.405
.221
.487
.744
.397
X22
.169
.165
.231
.237
.252
.205
.355
.331
.249
.263
.147
.430
.436
.339
.360
.386
.412
.431
.324
.533
.744
.596
24
X23
.172
.160
.319
-.004
.272
.172
.271
.233
.094
.430
.231
.335
.230
.377
.358
.164
.376
.442
.426
.285
.397
.596
Second way of detecting multicollinearity is through Tolerance and VIF values. VIF's greater than 10
are a sign of multicollinearity. Higher value of VIF's, the more severe the problem. The finding
reveals that multicollinearity via Tolerance and VIF exits i.e., reject Ho. There is a statistically
moderately correlated multicollinearity between independent variables as variables are under 1 <
VIF < 5.
Table 12: Test for Multicollinearity via Tolerance and VIF
FREQUENTLY_X1
PUNCTUALITY_X2
OPT_HOURS_X3
ACCESSIBILITY_X4
TRAVEL_TIME_X5
FARE_PRICE_X6
GENERAL_SAFETY_X7
SAFETY_WOMEN_X8
SAFETY_CHECKS_X9
CROWD_MGT_X10
CLEANLINESS_X12
TEMPERATURE_X13
AUDIO_QUALITY_X14
SEATING _X15
ATMS_SHOPS_X17
ABNORMAL_INFO _X18
ENCROACHMENT_X19
SIGNAGE_INFO_X20
SATFFBEHAVIOUR_X21
QUEUE_BOOKING_X23
Tolerance
0.433
0.397
0.471
0.604
0.418
0.47
0.369
0.431
0.421
0.471
0.499
0.446
0.352
0.46
0.431
0.397
0.288
0.313
0.445
0.479
0.315
0.239
0.375
VIF
2.308
2.518
2.125
1.654
2.394
2.129
2.708
2.318
2.373
2.121
2.003
2.24
2.839
2.175
2.321
2.52
3.468
3.199
2.248
2.086
3.176
4.179
2.665
Remarks
multicollinearity exist
Third way to detect multicollinearity is to look at condition indices of 30 to 100 (generally indicating
moderate to strong collinearities) combined with at least 2 high numbers (say greater than 0.5) in a
"variance proportion" row are a sign of multicollinearity. Higher condition indices, the more severe
the multicollinearity problem. Table 9 show the condition Index results.
25
Table 13: Test for Multicollinearity via Condition Index

Variance Proportions
Dimension
1
Eigenvalue
22.667
Condition
Index
1.000
(Constant)
.00
X1
.00
X2
.00
X3
.00
X4
.00
X5
.00
X6
.00
X7
.00
X8
.00
X9
.00
X10
.00
X11
.00
X12
.00
X13
.00
X14
.00
X15
.00
X16
.00
X17
.00
X18
.00
X19
.00
X20
.00
X21
.00
X22
.00
X23
.00
.212
10.351
.00
.01
.00
.00
.01
.00
.00
.00
.00
.00
.08
.00
.00
.00
.00
.06
.00
.00
.00
.06
.00
.00
.00
.01
.168
11.606
.00
.00
.00
.00
.02
.00
.00
.01
.00
.04
.14
.03
.00
.00
.00
.01
.02
.00
.00
.03
.00
.00
.00
.00
.123
13.603
.00
.00
.01
.06
.01
.01
.00
.00
.00
.00
.00
.07
.01
.00
.00
.13
.02
.00
.00
.00
.00
.01
.01
.00
.113
14.176
.00
.00
.00
.01
.03
.00
.00
.00
.02
.07
.00
.00
.01
.00
.02
.02
.02
.00
.00
.05
.00
.00
.01
.08
.102
14.933
.00
.01
.00
.03
.03
.01
.00
.00
.03
.00
.00
.03
.00
.01
.00
.07
.03
.00
.00
.17
.00
.01
.00
.02
.082
16.617
.01
.02
.01
.03
.00
.00
.01
.01
.03
.05
.08
.03
.01
.00
.01
.00
.03
.00
.01
.00
.00
.01
.03
.02
.078
17.010
.00
.01
.00
.02
.15
.00
.00
.00
.00
.01
.02
.02
.02
.02
.05
.10
.01
.00
.03
.00
.01
.00
.00
.03
.064
18.788
.00
.00
.00
.02
.09
.00
.00
.00
.00
.01
.04
.01
.00
.00
.01
.03
.00
.05
.15
.00
.00
.02
.04
.01
10
.063
18.970
.01
.00
.01
.02
.01
.01
.00
.01
.00
.02
.16
.18
.00
.00
.00
.03
.06
.04
.01
.07
.01
.00
.00
.00
11
.049
21.494
.01
.00
.00
.07
.05
.00
.00
.00
.01
.09
.14
.01
.01
.02
.02
.00
.09
.00
.03
.00
.12
.00
.00
.10
12
.039
24.258
.00
.05
.04
.00
.18
.03
.00
.03
.04
.00
.03
.07
.02
.06
.08
.16
.00
.01
.00
.05
.08
.00
.00
.00
13
.034
25.720
.00
.00
.00
.04
.05
.11
.04
.01
.19
.03
.00
.00
.09
.02
.00
.07
.00
.00
.01
.18
.07
.03
.00
.06
14
.030
27.553
.01
.03
.00
.20
.04
.21
.00
.03
.02
.00
.07
.09
.04
.01
.01
.05
.02
.02
.01
.04
.00
.01
.03
.19
15
.028
28.300
.10
.02
.00
.00
.03
.16
.01
.10
.02
.07
.06
.03
.08
.00
.18
.01
.07
.01
.00
.02
.00
.00
.01
.01
16
.026
29.518
.00
.02
.03
.13
.02
.00
.01
.10
.34
.13
.00
.00
.01
.06
.00
.01
.00
.01
.05
.05
.09
.07
.02
.02
17
.022
31.821
.01
.05
.27
.00
.01
.06
.11
.14
.00
.03
.01
.00
.01
.01
.01
.00
.01
.10
.09
.02
.05
.00
.00
.00
18
.021
32.541
.01
.01
.01
.00
.00
.02
.00
.22
.13
.37
.08
.00
.31
.03
.05
.03
.13
.02
.02
.03
.03
.00
.01
.01
19
.019
34.283
.04
.07
.00
.21
.07
.00
.05
.06
.05
.03
.02
.01
.06
.02
.00
.15
.18
.00
.05
.02
.30
.13
.01
.04
20
.016
37.110
.00
.05
.05
.00
.01
.14
.04
.02
.01
.00
.03
.06
.09
.42
.14
.00
.02
.05
.11
.00
.05
.08
.01
.11
21
.014
40.438
.15
.29
.04
.05
.04
.16
.13
.00
.01
.01
.02
.13
.08
.09
.23
.00
.00
.08
.08
.01
.02
.04
.02
.00
22
.011
44.565
.39
.00
.06
.01
.02
.08
.18
.05
.04
.00
.01
.00
.02
.01
.01
.02
.00
.02
.02
.04
.03
.40
.26
.05
23
.010
48.495
.11
.19
.27
.01
.09
.00
.00
.07
.03
.00
.00
.04
.02
.22
.18
.01
.27
.55
.28
.00
.04
.01
.03
.08
24
.008
52.799
.16
.15
.19
.08
.05
.01
.41
.13
.01
.03
.00
.18
.10
.01
.00
.05
.00
.03
.05
.14
.10
.17
.52
.17
Strong multicollinearity exists.
Moderate multicollinearity exists.

26
15.8.1. Removal of Multicollinearity :

Following include measures to remove multicollinearity from the existing multiple regression
model and for better results:
15.8.1.1. Dropping Variable: Remove highly correlated predictors from the model. If you have
two or more factors with a high VIF, remove one from the model. Because they supply
redundant information, removing one of the correlated factors usually doesn't drastically
reduce the R-squared. For instance, ATMS_SHOPS_X17 & COMPLAINT_HANDLE_X22 have
shown multicollinearity with all of the above method. However, consider using stepwise
regression, backward regression and forward regression to remove these variables. Select
the model that has the highest R-squared value by run the multiple regression methods using
SPSS.
Best Delhi Metro Customer Satisfaction Model Equation :
( )
= 2.328 + 0.2741 + 0.1173 + 0.23212 + (0.145)16
+ (0.121)17 + 0.12919 + 0.30622 +
The adjusted 2 has improved from 40.5% to 44.3% and the Standard Error of the Estimate has
decreased from 68.5% to 66.3% towards customer satisfaction.
Significance F=0.000 (F statistic= 14.523 with d.f. =6, 96), which is less than both p=0.05 &
p=0.10 and therefore the model is statistically significant. This implies that the model can be
used for prediction purposes.
Durbin Watson Test is somewhat very close to 2.00 i.e., 1.995 in this case. This clearly indicates
that there is no statistically significant first order autocorrelation in residuals but independent
variables are moderately correlated thus multicollinearity exists between them.
Six independent variables explain the model best includes FREQUENTLY_X1, OPT_HOURS_X3,
CLEANLINESS_X12,
CONNECTIONS_OTHER_TRANS_X16,
ENCROACHMENT_X19
and
COMPLAINT_HANDLE_X22. These six independent variables show a significant relationship with
customer satisfaction.
Table 14: Delhi Metro Customer Satisfaction Best Model
Model Summaryb
Change Statistics
Std. Error
R
Adjusted R
of the
R Square
Remarks
Sig. F
Durbin-
Model
Square
Square
Estimate
Change
Change
df1
df2
Change
Watson
.690a
.476
.443
.663
.476
14.523
96
.000
1.995
Accept Ho:
No Auto
Correlation
27
a. Predictors: (Constant), complainthandling_X22, FREQUENTLY_X1, OPERATIONALHOURS_X3,

Encroachmentandtacklingbeggars_X19, Metroconnectionswithother_X16, CLEANLINESS_X12
b. Dependent Variable: Distance_sqrt_Y1plus_Y2
Test of Auto correlation:
Null Hypothesis (Ho): No statistically significant first order autocorrelation in residuals
Alternative Hypothesis (Ha): statistically significant first order autocorrelation (positive or negative) in residuals
ANOVAb
Model
1
Sum of Squares
df
Mean Square
Sig.
Regression
38.316
6.386
14.523
.000a
Residual
42.211
96
.440
Total
80.527
102
Remarks
a. Predictors: (Constant), complainthandling_X22, FREQUENTLY_X1, OPERATIONALHOURS_X3,

Encroachmentandtacklingbeggars_X19, Metroconnectionswithother_X16, CLEANLINESS_X12
b. Dependent Variable: Distance_sqrt_Y1plus_Y2
Coefficients
Unstandardized
Remarks
Collinearity
Coefficients
Testing at p
Statistics
<0.10 and
Model
Std. Error
Sig.
2.328
.398
5.855
.000
FREQUENTLY_X1
.274
.080
3.426
.001
OPT_HOURS_X3
.117
.064
1.822
.072
1 (Constant)
p=<0.05
Tolera
(Remark)
nce
VIF
.875
1.143
.893
1.120
CLEANLINESS_X12
.232
.079
2.922
.004
CONNECTIONS_OTHER_TRA
-.145
.069
-2.091
.039
.764
ENCROACHMENT_X19
.129
.063
2.050
.043
.826
Reject Ho,
1<VIF<5
1.347
Moderately
1.309 correlated,
thus
multicollinea
rity exist
1.211
.306
.081
3.782
.000
.694
1.440
Reject Ho
.742
NS_X16
Significance testing at 5% and 10% :

Null Hypothesis (Ho): No significant relationship between customer satisfactions with each independent variable.
Alternative Hypothesis (Ha): significant relationship between customer satisfactions with each independent variable
Collinearity Statistics Diagnostics:
Null Hypothesis (Ho): No statistically significant Multicollinearity between independent variables
Alternative Hypothesis (Ha): statistically significant Multicollinearity between independent variables
28
Collinearity Diagnosticsa
Variance Proportions
Model Dimension Eigenvalue Condition Index
1
(Constant)
X1
X3
X12
X16
X19
X22
6.646
1.000
.00
.00
.00
.00
.00
.00
.00
.123
7.341
.01
.02
.18
.00
.03
.55
.00
.074
9.463
.00
.00
.24
.02
.40
.43
.02
.052
11.290
.03
.35
.27
.04
.05
.00
.26
.049
11.619
.00
.01
.16
.19
.50
.01
.34
.033
14.175
.00
.27
.09
.68
.01
.00
.37
.022
17.547
.96
.35
.06
.07
.02
.01
.01
a. Dependent Variable: Distance_sqrt_Y1plus_Y2
15.8.1.2. Additional or new observations: the impact of multicollinearity can be reduced by

increasing the sample size of this study.
15.8.1.3. Factor Analysis: Use Principal Components Factor Analysis to solve problem of
presence of multicollinearity. This method reduce dimensions i.e., cut the number of predictors
to a smaller set of uncorrelated component. Then run the regression methods using SPSS.
15.9.Test of Heteroscedasicity : Spearman's Coefficient of Rank Correlation is used for the presence
of heteroscedasicity between error/disturbance terms. For the analysis of existence of
heteroscedasicity, the underlying hypothesis statement is
Null Hypothesis (Ho): No statistically significant Heteroscedasicity (equal variance) in
error/disturbance terms
Alternative Hypothesis (Ha): statistically significant heteroscedasicity (unequal variance) in
error/disturbance terms
The finding reveals that Spearman Rank Correlation test there is statistically significant
heteroscedasicity (unequal variance) i.e., there is a relationship between variables.
15.9.1. Removal of Heteroscedasicity : The study can remove heteroscedasicity through

following application:
15.9.1.1. Apply a weighted least squares estimation method, in which OLS is applied to
transformed or weighted values of X and Y. The weights vary over observations, usually
depending on the changing error variances. In one variation the weights are directly
related to the magnitude of the dependent variable, and this corresponds to least
squares percentage regression.
15.9.1.2. Use a different specification for the model (different X variables, or perhaps nonlinear transformations of the X variables).
29
Table 15: Spearman's Coefficient of Rank Correlation Test

X1
FREQUENTLY_X
1
PUNCTUALITY_
X2
Sig.
Coefficient
Coefficient
Sig.
ACCESSIBILITY_
X4
Coefficient
Sig.
TRAVEL_TIME_
X5
SAFETY_CHECKS
_X9
FACILITIES_PHY
S_SR_CITIZENS_
X11
CLEANLINESS_X
12
X7
.278*
X8
.263*
.000
.003
.381*
.000
.000
.022
.201*
.000
.597*
.000
.338*
.004
.346*
.007
.314*
.041
.000
.000
.000
.001
.007
.293*
*
.381*
.274*
.373*
.270*
.326*
.226*
.242*
.003
.000
.005
.000
.006
.001
.022
.014
.005
.171
.226*
.201*
.274*
.293*
.269*
.199*
.202*
.120
.008
-.005
.003
.006
.043
.041
.226
.937
.959
.555
.016
.775
.019
.004
.012
.133
.366*
.443*
.401*
.356*
.205*
X9
.141
X10
.164
X11
-.090
X12
.270*
X13
.154
X14
.122
X15
.119
X16
.158
X17
.184
X18
.180
X19
.148
X20
.225*
X21
.149
X22
.190
X23
.180
.155
.264*
.098
.281*
.367
-.073
.006
.259*
.230
.231*
.112
.038
.063
.281*
.004
.463
.008
.002
.006
.019
.706
.276*
.136
.141
.383*
.347*
.383*
.037
.156
.000
.000
.000
.059
.236*
-.028
.231*
Y
.442*
.119
.303*
.220
.271*
.069
.237*
.137
.025
.023
.337*
.133
.189
.055
.178
.069
.179
.000
.340*
.004
.016
.806
.001
.056
.071
.071
.000
.284*
.398*
-.017
.258*
.261*
.253*
.286**
.348*
.711
.004
.000
.868
.009
.008
.010
.003
.000
.282*
.246*
.290*
.100
.195*
.240*
.226*
.010
.324*
.003
.313
.048
.015
.021
.922
.001
.348*
.358*
.260*
.338*
.253*
.249*
.286**
.396*
.517*
.597*
.373*
.293*
.448*
.492*
.411*
.388*
.417*
.000
.000
.000
.003
.000
.000
.000
.000
.000
.179
.000
.000
.000
.000
.038
.000
.000
.008
.000
.010
.011
.003
.000
.387*
.338*
.270*
.269*
.448*
.518*
.428*
.285*
.170
.115
.449*
.392*
.359*
.247*
.244*
.268*
.347*
.158
.324*
.179
.162
.186
.382*
.000
.000
.006
.006
.000
.000
.000
.004
.087
.249
.000
.000
.000
.012
.013
.006
.000
.111
.001
.070
.102
.060
.000
.278*
.346*
.326*
.199*
.492*
.518*
.604*
.572*
.372*
.333*
.419*
.484*
.285*
.340*
.220*
.334*
.443*
.347*
.310*
.286*
.331*
.274**
.280*
.004
.000
.001
.043
.000
.000
.000
.000
.000
.001
.000
.000
.003
.000
.025
.001
.000
.000
.001
.003
.001
.005
.004
.263*
.314*
.226*
.202*
.411*
.428*
.604*
.599*
.286*
.250*
.329*
.375*
.141
.232*
.152
.338*
.355*
.272*
.374*
.348*
.302*
.229*
.312*
Sig.
.007
.001
.022
.041
.000
.000
.000
.000
.003
.011
.001
.000
.154
.019
.125
.000
.000
.005
.000
.000
.002
.020
.001
Coefficient
.141
.264*
.242*
.120
.388*
.285*
.572*
.599*
.388*
.345*
.232*
.343*
.128
.192
.229*
.252*
.239*
.140
.155
.318*
.264*
.106
.103
.226
.000
.004
.000
.000
.000
.000
.018
.000
.196
.052
.117
.001
.007
.287
.301
.008
.170
.137
**
.256*
Coefficient
Coefficient
Coefficient
Coefficient
Sig.
CROWD_MGT_
X10
X6
.387*
.005
Sig.
SAFETY_WOME
N_X8
.
.586*
X5
.517*
.041
Sig.
GENERAL_SAFE
TY_X7
X4
.226*
.022
Sig.
FARE_PRICE_X6
X3
.293*
Sig.)
OPT_HOURS_X3
X2
.586*
Coefficient
Coefficient
Sig.
Coefficient
.155
.007
.014
.164
.281
.276
.417
.098
-.090
.004
-.073
.005
.136
.937
-.005
.000
.133
.367
.463
.171
.959
.270*
.259*
.059
.006
.008
.372
.286
Coefficient
Sig.
.141
.156
.555
.458
.087
.115
.000
.333*
.003
.250*
.000
.345*
*
.179
.249
.001
.011
.000
.366*
.449*
.419*
.329*
.232*
.000
.000
.000
.001
Sig.
.388
.018
.347
.300
.259
.454
.000
.000
.343*
.002
.325*
.008
.117
.000
.144
.000
.000
.001
.238
.347*
.343*
.559*
.000
.000
.
.458*
.020
.010
.015
.158
.149
.287
.392
.323
.133
.220*
.003
.182
.000
.263*
.001
.143
.146
.025
.067
.007
.418*
.267*
.295*
.307*
.268*
.000
.000
.006
.002
.002
.006
.256
.265
.421
.169
.153
.009
.261*
.007
.149
.000
.259**
.009
-.004
.148
.122
.008
.134
.008
.970
.221*
.379*
.342*
.358*
.315**
.335*
.000
.000
.000
.025
.001
** Correlation is significant at the 0.05 level (2-tailed). * Correlation is significant at the 0.05 level (2-tailed). Sig value <0.05 (red marked) indicating presence of heteroscedasicity
30
.001
TEMPERATURE_
X13
AUDIO_QUALIT
Y_X14
SEATING _X15
Coefficient
X1
.154
X2
.303*
X3
.383*
X4
.236*
X5
.443*
Sig.
.119
.002
Coefficient
.122
.271*
*
Sig.
Coefficient
.220
.119
.006
.231*
.000
.383*
Sig.
.230
.019
.000
.016
.000
.000
.000
.000
.000
.002
.001
.000
.347*
-.028
.401*
.359*
.285*
.141
.128
.259*
.117
.418*
.587*
.775
.231*
.000
.356*
.000
.247*
.003
.340*
.154
.232*
.196
.192
.008
.454*
.238
.144
.000
.267*
.000
.368*
.000
.019
.000
.012
.000
.019
.052
.000
.146
.006
.000
Coefficient
.158
.038
.037
.282*
.205*
.244*
.220*
.152
.229*
.149
.220*
.295*
*
.025
.182
CONNECTIONS_
OTHER_TRANS_
X16
ATMS_SHOPS_X
17
ABNORMAL_IN
FO _X18
ENCROACHMEN
T_X19
SATFFBEHAVIO
UR_X21
COMPLAINT_H
ANDLE_X22
QUEUE_BOOKI
NG_X23
Sig.
Coefficient
X8
.375*
X9
.343*
X10
.300*
X11
.325*
.112
.706
.711
.004
.038
.013
.025
.125
.020
.133
.184
.281*
.284*
.246*
.348*
.268*
.334*
.338*
.252*
.287*
X12
.559*
X13
X14
.587*
X15
.368*
X16
.283*
X17
.458*
X18
.391*
X21
.469*
.000
.000
.387
.000
.000
.000
.013
.012
.410*
.284*
.371*
.319*
.157
.363*
.342*
.299*
.367**
.223*
.112
.490*
.000
.337*
.000
.274*
.002
.341*
.000
.341**
.023
.312*
.000
.004
.364*
.000
.416*
.001
.446*
.000
.000
.000
.000
.000
.001
.005
.000
.000
.001
.283*
.284*
.364*
.581*
.381*
.340*
.249*
.453*
.363*
.154
.079
.002
.004
.004
.000
.000
.000
.000
.011
.000
.000
.119
.425
.307*
.458*
.371*
.416*
.581*
.715*
.347*
.457*
.542*
.449*
.386**
.222*
.
.410*
.004
.004
.012
.000
.006
.001
.000
.010
.003
.067
.002
.000
.000
.000
.000
.398*
.290*
.358*
.347*
.443*
.355*
.239*
.392*
.263*
.268*
.391*
.319*
.446*
.381*
.715*
Sig.
.069
.016
.000
.003
.000
.000
.000
.000
.015
.000
.007
.006
.000
.001
.000
.000
.000
Coefficient
.148
.025
-.017
.100
.260*
.158
.347*
.272*
.140
.323*
.143
.221*
.086
.157
.490*
.340*
.347*
.437*
.000
.000
.000
.000
.000
.000
.024
.437*
.446*
.434*
.441*
.418**
.397*
.000
.000
.000
.000
.000
.000
.231*
.197*
.300*
.405**
.282*
.137
.806
.868
.313
.008
.111
.000
.005
.158
.001
.148
.025
.387
.112
.000
.000
.000
.000
.225*
.337*
.258*
.195*
.338*
.324*
.310*
.374*
.155
.137
.153
.379*
.436*
.363*
.337*
.249*
.457*
.446*
.231*
.019
.046
.002
.000
.004
.494*
.517*
.297**
.355*
Sig.
.023
.001
.009
.048
.000
.001
.001
.000
.117
.169
.122
.000
.000
.000
.001
.011
.000
.000
.019
Coefficient
.149
.189
.261*
.240*
.253*
.179
.286*
.348*
.318*
.256*
.261*
.342*
.469*
.342*
.274*
.453*
.542*
.434*
.197*
.494*
Sig.
.133
.056
.008
.015
.010
.070
.003
.000
.001
.009
.008
.000
.000
.000
.005
.000
.000
.000
.046
.000
Coefficient
.190
.178
.253*
.226*
.249*
.162
.331*
.302*
.264*
.265*
.149
.358*
.422*
.299*
.341*
.363*
.449*
.441*
.300*
.517*
.714*
Y
.246*
.004
.237*
X23
.243*
.180
X22
.422*
.000
.063
Coefficient
X20
.436*
Coefficient
X19
.086
.000
Sig.
.000
.000
.002
.000
.714*
.439**
.378*
.000
.000
.616**
.407*
.000
.000
.000
Sig
.055
.071
.010
.021
.011
.102
.001
.002
.007
.007
.134
.000
.000
.002
.000
.000
.000
.000
.002
.000
.000
\Coefficient
.180
.179
.286*
.010
.286*
.186
.274*
.229*
.106
.421*
.259*
.315*
.243*
.367*
.341*
.154
.386*
.418*
.405*
.297*
.439*
.616*
.355*
Sig.
Y
X7
.484*
Sig.
SIGNAGE_INFO
_X20
X6
.392*
Coefficient
Sig.
.069
.071
.003
.922
.003
.060
.005
.020
.287
.000
.008
.001
.013
.000
.000
.119
.000
.000
.000
.002
.000
.000
.442*
.340*
.348*
.324*
.396*
.382*
.280*
.312*
.103
.256*
-.004
.335*
.246*
.223*
.312*
.079
.222*
.397*
.282*
.355*
.378*
.407*
.355**
.301
.009
.970
.001
.012
.023
.001
.425
.024
.000
.004
.000
.000
.000
.000
.000
.000
.001
.000
.000
.004
.001
.000
.000
** Correlation is significant at the 0.05 level (2-tailed). * Correlation is significant at the 0.05 level (2-tailed). Sig value <0.05 (red marked) indicating presence of heteroscedasicity
31
16. Suggestions: From the respondents: This Study has asked about any suggestion that respondent
wish to share for need of improvement in Delhi Metro Service and the following are some
suggestions shared by respondents:
Figure 12: Respondent Delhi Metro Service Improvement Suggestions
18-24
Years
25-30
Years
31-60
Years
Improve & increase metro networks

Increase availability of metro stations
Increase frequency during morning hours/peak hours
Manage/control measures to passengers traffic/crowd during peak hours
redesigned metro/stations capacity to meet the increasing population demand
Stricter Security checks at metro stations
More ticket booking counters and entry & exit gates at crowded metro stations
Increase seats/ manage seating availability in metros
Require more clean trains and stations premises
Increase coaches in voilet line
Add more ladies cabins in metros
Increase frequency during peak hours

More seat reservation for women and elderly travellers
Improve safety & security and increase number of female coach
Announcement / more clarification of abornormal events like techincal issues
Increase frequency of metro in Violet Line.
Imprrove the service of automatic Token machine as most of the time it is out of order
Cleanliness and proper air conditioning are reqirued in metro esspecially voilet line
Better seat availability for male passengers
More trains or more coaches per train are reqiured esspecially during peak hours
Better washroom facilities
System to change old smart card is very poor
Staff dealing are not friendly
Increase the operating hours to beyond 12 AM
Improve crowd management
Right train timing display
Increase number of coaches
From the Researcher: This study recommends that the 12 factors fairly influencing customer
satisfaction should be enhanced by Delhi Metro Rail Service in order to increase customers
satisfaction with their services. When allocating resources, Cleanliness and Frequency dimension
should be given more allocation since it has the highest impact on customer satisfaction. Similarly,
safety checks, temperature in metros, metro connection with other transports, queue at booking
counters, availability of ATM, caf and shops and facilities for Physical disabled and senior citizen
should also be emphasized since its the main factor negatively influencing customer satisfaction.
32
17. Conclusion: Much as all the 23 Delhi Metro Service attributes that were adopted for this study
are proved to provide a model for predicting customers satisfaction with Delhi Metro, the
regression analysis of the performance of Delhi Metro Service attributes (independent variables)
and joint effect of customers satisfaction and reliability (dependent variable) identifies
frequency and cleanliness as the key factors that influence customers satisfaction with Delhi
Metro. The study further confirmed that the best model predict that frequently, operational
hours, cleanliness of metros/stations, metro connections with other transportations,
encroachment and tackling beggars outside metro stations and complaint handle system are the
key and only factors that significantly influence customers satisfaction. Thus, Delhi official
should need to pay attention to these six independent variables in order to achieve higher
customers satisfaction.
18. Future Research: Respondents to the research were from mainly belong to 18-30 years, who use
the Delhi Metro daily to commute form one destination to another and majority were educated
to a minimum of a degree. It will be interesting for future researches to assess factors influencing
customers satisfaction with ATMs among elderly respondents with high level, lower levels of
education or no education at all and different cultures.
33
19. Appendix: Delhi Metro Customer Satisfaction Survey was conducted via Google form. This
questionnaire is designed to know the customers satisfactions with Delhi Metro. It will take less
than 15 minutes to fill it completely. * Required
Section 1
Q1. Respondent Name *
Q2. Gender *
1. Male
2. Female
Q3. Age group (Years) *
1. 18-24
2. 25-30
3. 31-40
4. 41-50
5. 51-60
6. 61 & older
Q4. Education level *
1. Literate but no formal schooling
2. up to Metric (10th class)
3. Higher Secondary School
4. Some college but not Graduate (Incl. Diploma)
5. Graduate ( B.A., B.Sc., B.Com., M.A., M.Com, B.E., B.Tech, etc)
6. Post graduate (M.A., M.Com., M.Tech., C.A., M.B.B.S., L.L.B., MBA, etc
Q5. Occupation *
1. Government Service
2. Private Service
3. Business/ Self Employed Professional
4. Household
5. Student
6. Others
Q6. Marital Status *
1. Single
2. Married
3. Widow
Section 2: Specific questions related to your experience and usual routine in Delhi Metro.
Q7. Primary Purpose of Commuting in Delhi Metro *
1. Business
2. Job
3. Studies
4. Shopping/hangouts
5. Others
Q8. Frequency of using Delhi Metro Rail *
1. Daily
2. Alternative days in a week
3. once in a week, i.e., weekly
4. Once in a month i.e., monthly
5. Occasionally
6. Never
34
Q9. Below are a number of factors or statements. Please read each one and indicate to what extent
you satisfied or dissatisfied with each statement. *
Here,
1 means Very dissatisfied with a factor(s) or Statement(s).
2 means dissatisfied with a factor(s) or Statement(s).
3 means neither satisfied nor dissatisfied (Neutral) with a factor(s) or Statement(s).
4 means Satisfied with a factor(s) or Statement(s).
5 means Very satisfied with a factor(s) or Statement(s).
Very
dissatisfied
Dissatisfied
Neither
satisfied
nor
dissatisfied
Satisfied
Very
satisfied

Time taken to commute between desired
location(s) via Metros
Operational hours of Delhi metro (6am hrs - 11
pm)
Accessibility of station from home/office
how punctual is the metro service in terms of
delivery
Fare price(s) you pay are value for money
General safety equipments in metro cabins &
stations
Safety & Security of women & children
Efficient security checks at stations
Effective crowd management during peak hours
Facilities like First aid box, Wheel Chairs, Lifts,
Earmarked seating at train/stations and soon is
Adequate for Physically challenged and Senior
citizens metro travellers
Cleanliness in metro trains & stations
Adequate level of Temperature, air conditioning
&lighting on the trains/stations
Sound quality of audio announcements inside
metro/ at stations
Seat availability in trains/stations
Metro connections with other modes of public
transports like feeders, DTC buses, etc
Availability of ATMs, shops, caf, shopping
avenues at metro stations
Information during abnormal conditions like
about delay travel time status, forecast of
restoration of metro services, etc
Encroachment and tackling beggars outside
Metro stations
Adequacy of way-finding signage & general
information in metro/stations
Staff/ official Availability& their behaviour with
you
Speed and effectiveness of complaint handling
systems for your complaints
Time required for booking tickets/tokens at
customer care(s)
35
Q10. How would you rate your overall satisfaction with Delhi Metro Service? *
1. Very dissatisfied
2. Dissatisfied
3. Neither satisfied nor dissatisfied
4. Satisfied
5. Very satisfied
Q11. Please read each one and indicate to what extent you agree or disagree with the below
statement.
Overall reliability of Delhi Metro in comparison to Other Delhi Public Transportation (DTC Buses, Taxi
Cabs, auto, etc) for you *
1. Strong disagree
2. Disagree
3. Neither agree nor disagree
4. Agree
5. Strongly Agree
Q12. Any suggestion, you wish to share for need of improvement in Delhi Metro Service?
(Open end question)
36

Team 3 - Project - Delhi - Metro - 07 - April - 2016 - Final Desk PDF

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Minor Project Report

A Study of Measuring Customer Satisfaction Using

Submitted in partial fulfilment of the requirements for degree of

Supervisor: Kaushal Kumar

University of Delhi, New Delhi

Figure 1: Delhi Metro Service Quality ((SERVPERF) and Customer Satisfaction

3. Statement of the Problem :

5.1. Independent Variables :

how frequently is the metro available

Time taken to commute between desired location(s) via Metros

Operational hours of Delhi metro (6am hrs - 11 pm)

Accessibility of station from home/office

how punctual is the metro service in terms of delivery

Fare price(s) you pay are value for money

General safety equipments in metro cabins & stations

Safety & Security of women & children

Efficient security checks at stations

Effective crowd management during peak hours

Cleanliness in metro trains & stations

Adequate level of Temperature, air conditioning &lighting on the trains/stations

Sound quality of audio announcements inside metro/ at stations

Seat availability in trains/stations

Availability of ATMs, shops, caf, shopping avenues at metro stations

Encroachment and tackling beggars outside Metro stations

Adequacy of way-finding signage & general information in metro/stations

Staff/ official Availability& their behaviour with you

Speed and effectiveness of complaint handling systems for your complaints

5.2. Dependent Variables :

Table 2: Dependent Variables

Overall satisfaction with Delhi Metro

Overall Customer Satisfaction

Distance from these two points is calculated as

6. Scope of the Study :

No significant relationship between

Alternative Hypothesis (H1)

No significant relationship between

Significant relationship between service

No significant relationship between

Significant relationship between service General

No significant relationship between

Significant relationship between Women &

No significant relationship between

Significant relationship between Cleanliness and

Significant relationship between Abnormal

8. Regression model between Service Quality and Customer Satisfaction :

Sample Size, n = 121 respondents

Sample size n=121

independent variables at predicting your dependent variable? The value of R-square

13.2.4. Collinearity diagnostic identifies multicollinearity to a regression model.

Cronbach's Alpha Based on

Figure 4: Gender of Respondents Figure 5: Age Group (in Years) of Respondents

College but not

Figure 6: Martial Status of Respondents

Figure 7: Education Level of Respondents

Figure 8: Occupation of Respondents

Following displays the Respondents Travelling Patterns with Delhi Metro:

Figure 9: Frequency Usage of Delhi Metro

Figure 10: Primary Purpose of Using Delhi Metro

15.3.Perception of factors influencing Customer Satisfaction :

fairly influencing satisfaction

Table 8: Coefficient of Determination,

Coefficients Std. Error t- Statistic p-value Testing at p <0.10 (Remark)

The regression model can therefore be expressed as follows: