A Study on Measuring Service Quality of Mumbai Metro

Abstract

Service Quality is the lengths to which a company goes to achieve customer contentment and loyalty. The purpose of conducting this research is to examine the service quality of metro in Mumbai suburban. The technique used in this study is paired t-Test. The findings of this study indicates that metro does not address the queries and complaints of the commuters as well as the staff are not caring towards the commuter. Further studies can be conducted building a SEM model and evaluating impact of service quality on commuters’ satisfaction.