Contents
Undertaking i
Certificate iii
Acknowledgments v
Abstract vii
Table of Contents . ix
List of figures xiii
List of tables xi
1 Introduction 1
1.1 Background . 1
1.2 Need for the study 2
1.3 Aim 4
1.4 Objectives.. 4
1.5 Research Methodology . 4
1.6 Research Framework 5
1.7 Data collection – 6
1.7.1 Primary data – User/Non-user survey 6
1.7.2 Secondary data 6
2 Literature Review 7
2.1 Overview 7
2.2 Role of Customer satisfaction in public transport 8
2.3 Factors affecting public transit ridership 8
2.4 Performance Evaluation 13
2.4.1 Importance-Satisfaction Analysis (ISA) 13
2.4.2 Analysis of variance 18
2.4.3 Comparison between different methods of public transport evaluation 20
2.5 Key findings 21
3 Case study - Mumbai 24
3.1 City overview 24
3.1.1 Geographic features 24
3.1.2 Economy 24
3.1.3 Demographic features 25
3.2 Existing Public Transport scenario 26
3.2.1 Suburban railway 26
3.2.2 Mumbai metro line 1 26
3.2.3 Intermediate public transport (Auto/Taxi) 26
3.2.4 BEST – Brihanmumbai Electric Supply and Transport 27
3.2.4.1 Types of routes 29
3.2.4.2 Bus fare structure w.e.f. July 2009 (Authority, 2019) 30
3.2.4.3 Type of buses 31
3.2.4.4 Performance assessment of BEST bus 32
3.3 Data collection 33
3.3.1 Primary data – User/Non-user survey 33
3.4 Depot selection - 34
3.5 Sampling 35
4 Data analysis 36
4.1 Best user data 36
4.1.1 Socio-economic details 36
4.1.2 Travel Characteristics 38
4.2 NON-USER DATA 40
4.2.1 Socio-economic characteristics 40
4.2.2 Travel characteristics 42
4.3 Importance-Performance analysis 43
4.3.1 BEST user perception analysis 44
4.3.2 Non-user perception towards BEST 52
4.4 Analysis of variance (ANOVA) 56
4.4.1 ANOVA for BEST user perception score 56
4.4.2 ANOVA for BEST user importance score 59
4.4.3 ANOVA for BEST non-user importance score 63
4.5 Key findings of IPA and ANOVA 67
5 Conclusions and Recommendations 72
5.1 Conclusion 72
5.2 Operator’s perception towards existing issues and their strategies 74
5.3 Issues and recommendations 75
References xiii
Appendix 1: BEST user survey form xviii
Appendix 2: BEST non-user survey form xxii
Appendix 3: ANOVA outputs of user perception xxiv
Appendix 4: ANOVA outputs of user importance xxviii
Appendix 5: ANOVA outputs of non-user importance xxxii
Appendix 6 : BEST secondary data xxxvi