Project Report

On
(CUSTOMER SATISFACTION W.R.T.
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- 110086
 STUDENT UNDERTAKING

This is to certify that I have completed the Project titled Customer Satisfaction w.r.t. 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 w.r.t. 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

 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 w.r.t. 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 inturn 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.
 TABLE OF CONTENTS

Description Page No.

Student Undertaking I

Certificate ii

Acknowledgement iii

Executive Summary iv

1. Introduction 1

1.1 About Delhi Metro 2

1.2 History of Delhi Metro 5

1.3. Features of Delhi Metro 7

1.4 World best system of Public transport 9

1.5 Delhi metro feeder buses 14

1.6 Operations and safety 17

2. Research Methodology 22

2.1 Objectives of the study 23

2.2 Research Methodology

2.2.1 Research Design 24

2.2.2 Methods of data collection 25

 2.2.3 Limitations of the study 26

3. Data Analysis 27

4. Findings 42

5. Recommendations And Conclusion 43

6. Bibliography 45

7. Questionnaire 46