3rdConference of Transportation Research Group of India (3rd CTRG) Performance Analysis of Sub Urban Rail System in Delhi - A Case Study Rahul Raoniara, Amudapuram Mohan Raob*, S. Velmuruganc a Post Graduate Student, Academy of Scientific and Innovative Research (AcSIR), CSIR-Central Road Research Institute, New Delhi-110025, India. b Senior Scientist, Traffic Engineering and Safety Division, CSIR-Central Road Research Institute, New Delhi-110025, India.
[email protected] c Senior Principal Scientist and Head of Division Traffic and Safety Division, CSIR-Central Road Research Institute, New Delhi- 110025, India. * Corresponding Author Abstract Today customer’s satisfaction is one of the key parameter which is considered by the transport organizations for assessment of service quality. Due to growing importance of quality in our life, customer’s desire for good quality of transport and superior quality of services has been increased. India is one of the leading nations at world level contributing better living standards, economy, and employment and also having rapid growth of population which contribute to an increase in demand of better safe transportation facilities. Delhi’s Suburban Rail transportation system is one of the cheapest modes for commuting. This paper aims to identify the major cause of lesser use of suburban rail transport system and identify the attributes, on whose improving may further leads to increase in service quality. Three techniques namely Important Performance Analysis (IPA), Customer Satisfaction Index (CSI) and Structure Equation Modeling (SEM) are used to identify the current service quality in terms of Current Service Satisfaction and Expectation. Results indicates the current passengers of Delhi’s Suburban Rail system are not satisfied with the overall service quality provided.