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Research Article z Available online at http://www.journalcra.com INTERNATIONAL JOURNAL OF CURRENT RESEARCH International Journal of Current Research Vol. 9, Issue, 05, pp.50035-50042, May, 2017 ISSN: 0975-833X RESEARCH ARTICLE SERVICE QUALITY ATTRIBUTES AFFECTING THE METRO PASSENGERS OF KOLKATA, WEST BENGAL, INDIA *Dr. Suman Paul Department of Geography, Sidho Kanho Birsha University, Purulia, West Bengal, India ARTICLE INFO ABSTRACT Article History: With increased pace of urbanization and economic growth, attraction and dependency between Received 24th February, 2017 different linking regions has also increased. Transportation have performed very crucial roles from Received in revised form very early, accelerating the sharing of economic and development benefit of connecting spatial 19th March, 2017 regions. Railway has been proved as a potential sector for drawing economic and development Accepted 20th April, 2017 benefits for various countries. But less emphasis has been given in improvement of railway sector Published online 19th May, 2017 mainly in railway service in Kolkata compared with road and which cause failed to draw proper economic benefit from the sector. This study has aimed to focus on the railway transportation sector Key words: and to develop a model defining the relationship between overall satisfaction and service quality attributes in a selective route from DumDum to New Garia in south-eastern zone of Kolkata so that it Urbanization, can reinforce further improvement process. Findings show that, overall service satisfaction depend on Spatial Regions, Satisfaction, eight distinct service quality attributes. It implies the service with worst situation, overall satisfaction Service Quality. of service and need for priority improvement to support the further orientation, addition and betterment of service to draw maximum economic and development benefit for those linking regions. Copyright©2017, Dr. Suman Paul. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. Citation: Dr. Suman Paul, 2017. “Service quality attributes affecting the metro passengers of Kolkata, West Bengal, India”, International Journal of Current Research, 9, (05), 50035-50042. INTRODUCTION regions. The quality of those service attributes dominate the satisfaction of overall service of Metro rail passengers and this With increased pace of urbanization and economic growth, relationship can be depicted through a linear model stating attraction and dependency between different linking regions overall satisfaction as dependent and others service attributes has also enhanced. Transportation have performed very crucial as independent variable. The regression model is found as most roles from very early, accelerating the sharing of economic and familiar option to draw the relationship between overall development benefit of connecting spatial regions. Railway has satisfaction and service attributes of railway. been proved as a potential sector for drawing economic and development benefits for various countries. But less emphasis Review of Literature has been given in improvement of railway sector mainly in railway service in Kolkata compared with road and which Customer satisfaction represents a measure of company cause failed to draw proper economic benefit from the sector. performance according to customer needs (Hill et al. 2003); This study has aimed to focus on the Metro railway therefore, the measure of customer satisfaction provides a transportation sector and to develop a model defining the service quality measure. Customers express their points of relationship between overall satisfaction and service quality view about the services by providing judgments on some attributes in a selective route from DumDum to New Garia in service aspects by means of ad hoc experimental sample south-eastern zone of Kolkata so that further improvement surveys, known in the literature as “customer satisfaction process can be reinforced. Findings show that, overall service surveys.” In the literature, there are many studies about transit satisfaction depends on eight distinct service quality attributes. service quality. Examples of the most recent research are It implies the service with worst situation, overall satisfaction reported in TRB (2003a, 2003b), Eboli and Mazzulla (2007), of service and need for priority improvement to support further Tyrinopoulos and Antoniou (2008), Iseki and Taylor (2008), orientation, addition and betterment of service to draw and Joewono and Kubota (2007). In these studies, different maximum economic and development benefit for those linking attributes determining transit service quality are discussed; the main service aspects characterizing a transit service include *Corresponding author: Dr. Suman Paul, service scheduling and reliability, service coverage, Department of Geography, Sidho Kanho Birsha University, Purulia, information, comfort, cleanliness, and safety and security. West Bengal, India. 50036 Dr. Suman Paul, Service quality attributes affecting the metro passengers of Kolkata, West Bengal, India Service scheduling can be defined by service frequency technique, factor analysis, regression and analysis of variance (number of runs per hour or per day) and service time (time were used to estimate the interrelated dependency of the during which the service is available). Service reliability attributes. In the current study basically factor analysis and concerns the regularity of runs that are on schedule and on regression analysis have been used to find out the relationship time; an unreliable service does not permit user travel times to between the satisfaction of service and service quality be optimized. Service coverage concerns service availability in attributes of rail passengers. the space and is expressed through line path characteristics, number of stops, distance between stops, and accessibility of Selection of the Study Area stops. Information consists of indications about departure and arrival scheduled times of the runs, boarding/alighting stop Since commencement of the construction, the project faced location, ticket costs, and so on. Comfort refers to passenger several hurdles and actual construction of line 1 started only in personal comfort while transit is used, including climate 1978. The first section opened between Esplanade & control, seat comfort, ride comfort including the severity of Bhowanipore (Now called Netaji Bhawan) by Sanjay Seal and acceleration and braking, odors, and vehicle noise. Cleanliness Tapan Kumar Nath. There were no connections of this stretch refers to the internal and external cleanliness of vehicles and with the two depots at DumDum & Tollygunge (now called cleanliness of terminals and stops. Safety concerns the Mahanayak Uttam Kumar), and the metro operated on only a possibility that users can be involved in an accident, and single line. Two years later, the line 1 extended up to security concerns personal security against crimes. Other Tollygunge at the southern end and double line Services from service aspects characterizing transit services concern fares, DumDum to Tollygunge started finally in 1995 and full personnel appearance and helpfulness, environmental services from DumDum to New Garia commenced on October protection, and customer services such ease of purchasing 7, 2010 (see Figure no.1). tickets and administration of complaints. Fig.1. The Location of the Study Area A study named service quality attributes affecting customer Objectives satisfaction for bus transit for measuring the relationship between global customer satisfaction and service attributes of The present study has following objectives: public transport especially of bus transit for University of Calabria student to reach the campus from the urban area of To understand the zone of influence of various Metro Cossenza of southern Italy. A model proposed in this study stations due to the expansion from Tollygunge to New which may useful to analyze the correlation between service Garia, quality attributes and identify the more convenient attributes To attempt a comparative assessment of the for improving the supplies service (Fu and Xin, 2007). This composition of Metro passengers, distance travelled by study provides the methodological assistance to conduct them and purpose of their journey in the light of pre and current study to determine the relationship between rail post expansion of Metro railway, passenger satisfaction and service attributes. Multivariate 50037 International Journal of Current Research, Vol. 9, Issue, 05, pp.50035-50042, May, 2017 To calculate the satisfaction index among different fs – fd income groups (gender wise) related to various service Is = ------------------------ quality attributes of Metro railway in the light of pre N and post expansion, To find out the level of satisfaction of two major group As per formula, Is = Satisfaction Index, fs = Number of of Metro passengers (students and working population) Satisfied Respondents, fd = Number of Dissatisfied for the service quality attributes of Metro railway in the Respondents and N = Total Number of Respondents. The light of pre and post expansion and highest value of this index is +1 and the lowest value is -1. To Lastly, to determine the service criterion which need evaluate the Metro rail service quality (for detailed list of further improvement in order to cope
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