A

PROJECT REPORT ON

“customer satisfraction on Nagpur metro”

SUBMITTED TO

RASHTRASANT TUKADOJI MAHARAJ NAGPUR

UNIVERSITY, NAGPUR

In partial fulfillment for the award of

BACHELOR OF BUSINESS ADMINISRTATION

SUBMITTED BY

Student’s Name-Aditya bahade

UNDER THE GUIDANCE OF

Guide’s Name-Prof. Sonam Tiple

PRIYADARSHINI LOKMANYA TILAK INSTITUTE OF MANAGEMENT

STUDIES & RESEARCH, NAGPUR

(2020-2023)
 Priyadarshini Lokmanya Tilak Institute of Management Studies & Research,
Nagpur

CERTIFICATE

This is to certify that the project entitled “customer satisfraction on nagpur metro” has
been submitted by Student’s Name, a student of Sixth semester of B.B.A. in
Specialization Name from Priyadarshini Lokmanya Tilak Institute of Management
Studies & Research, Nagpur. This is a research work done by the student in the
session 2022-23 towards the partial fulfillment of the requirement for the award of
degree in Bachelor of Business Administration under the supervision & guidance of
Guide’s Name.

Porf. Sonam Tiple Dr. S. R. Varma

Project Guide Principal

 ACKNOWLEDGEMENT

The pleasure of achievement, the glory, the satisfaction, the rewards, the appreciation
and construction of my project report cannot be through without a few who apart from
their regular schedule spared their valuable time for me. The acknowledgement is not
just apposition of words but also an account of the indictment. They have been
guiding lights and a source of inspiration towards the completion of this report.

I am highly obliged to express my deep sense of gratitude and grateful thanks to my

faculty guide, Name of the Guide for the valuable guidance and support which led to
the successful and timely completion of my project.

I am grateful to Dr. S. R. Varma, Principal, PLTIMSR for his moral support,

encouragement and generous assistance.

Last but not the least, I am very much thankful to all those who helped me directly or
indirectly in the successful completion of the project.

Date: 31/03/2023 Aditya bahade

Place: Nagpur SEM VI, BBA

 DECLARATION

I, Aditya bahade of BBA studying at Priyadarshini Lokmanya Tilak Institute of

Management Studies & Research, Nagpur declare that the project work entitled
“customer satisfraction on Nagpur metro” was carried by me in the partial fulfillment
of BBA program under the guidance of “Prof.Sonam Tiple” at Priyadarshini
Lokmanya Tilak Institute of Management Studies & Research, Nagpur.

This project was undertaken as a part of academic curriculum according to the

university’s rules and norms and it does not have any commercial interest and motive.
It’s my original work and it is not submitted to any other organization or university
for any other purpose.

Date: 31/03/2023 Aditya bahade

Place: Nagpur SEM VI, BBA

 INDEX

Chapter No. Name of Chapter Page No. (From-to)

I Executive Summary 5

II Introduction to topic 6 to 12

III Company Profile 13 to 24

IV Objectives of Study 26

V Research Methodology 27

VI Data Analysis & Interpretation 28 to 39

VII Conclusions & Findings 40

VIII Suggestions & 41 to 42

Recommendations

IX Bibliography 43

X Annexure 44

XI Questionnaire 45 to 46
I. EXECUTIVE SUMMARY

Nagpur being the geographical centre of India has always seen transport moving in
and through it. It has

been recognised as one of the greenest and cleanest city of Maharashtra. However,
Nagpur is experiencing

a sudden influx in the traffic since the last three years. What used to take just 30
minutes to reach now

takes not less than 45 minutes to one and half hours to reach. And that is mainly due
to the increase in

traffic.

In this context, the government proposed a plan to ply a metro in the city to curb
traffic jams, air and noise

pollution and health hazards. Metro is expected to provide better, safer and more
accessible Nagpur for

present and future generations to come. However due to the inconvenience caused by
construction of

Metro, the people in Nagpur have mixed feelings regarding building the metro
infrastructure in city. Hence

the research aims to know the perception of people about use of Nagpur Metro. This
Study “ A Study On Customer Satisfaction towards Nagpur metro” is conducted to

determine the satisfaction level of the customers at Nagpur metro. Customer

Satisfaction helps
to know about the level of satisfaction gained by the customer from the company’s
offerings.

This study will assist in analyzing whether the customer expectations are met by the
outlet.

This Customer Satisfaction Survey will assist in understanding the expectations of the
customers

and will help the company to provide much better services.

This study “ A Study On Customer Satisfaction towards Nagpur metro” is conducted

by carrying

out a customer satisfaction survey. A sample size of 50 customers is considered and

Random

sampling method is applied. travlers are randomly picked and are asked to respond to
the

questions in the questionnaire about the satisfaction level, their expectations from the
retail outlet,

their opinion and perception towards the offers etc. These responses are collected
using

Questionnaires and are tabulated and analyzed.

II. INTRODUCTION TO TOPIC

Nagpur is winter capital of Maharashtra with approximate population of 35 lakhs.

Nagpur lies precisely at the centre of the country with the Zero Mile Marker
indicating the geographical centre of India.

The city was founded by the Gods but later became part of the Maratha Empire under
the Bhosle’s. It is also declared as, "Tiger Capital of India” as it connects many Tiger
Reserves in India to the world.

Nagpur has been growing pretty rapidly over the last few years. Nagpur is also
developing as an industrial and educational hub in central India with IIM, AIMS
coming and also SEZ-MIHAN, students from all over

Vidharbha look up to Nagpur for opportunities whether it be Jobs or education.

The infrastructures like metros need to be planned keeping the future requirements.
This would mean a loof people migrating to Nagpur for better opportunities. Also
Nagpurians going out for Job might come back for settling in their native city. Nagpur
has its own in- house city bus service, the buses are already over-crowded and with
the ever increasing people base here it would really be difficult to cope up with the
situation in the near future. Thus the metro is expected to be the answer to all.

There are presently thirteen operational mass rapid transit (also referred to as 'metro')
systems in eighteen cities in the Asian country (India). As of March 2019, the Asian
country has 638.91 kilometers (397.00 miles) of operational railroad lines and 496
stations. an extra 500+ klick of lines ar below construction. Railroad rail lines in the
Asian country are composed of primary railroad. comes just like the Kolkata
railroad and metropolis railroad used the railway for his or her earliest lines however
all new comes in Asian country ar on the quality gauge as wheeled vehicle foreign is
of the ordinary gauge. Apart from the Kolkata railroad (which forms its own zone of
Indian Railways), these mass rapid transit railroad lines don't seem to be operated
by Indian Railways however by separate native authorities. Additionally to their
railroad systems, the cities of Madras and Hyderabad have mass transit systems
operated by the Indian Railways, referred to as the Madras MRTS and therefore the
Hyderabad MMTS, severally. The first public transit system in India is that the
urban center railway system, that started operations in 1984. The metropolis railway
system has the biggest network within the entire country. the latest railway system
opened is Nagpur railway system on eight March 2019. Nagpur railroad can turn into
a mass fast transportation for the Nagpur city. It's measurable to esteem ₹8,260 huge
whole numbers (US$1.2 billion). In Feb 2014, the govt. of Maharashtra gave
endorsement for the railroad venture, while the Government of India's Ministry of
Urban Development had given "In Principle" endorsement for the Project. On
twenty August 2014, Union pantry gave endorsement for the occasion of the
undertaking, and Prime Minister Narendra Modi masterminded the dream stone on
twenty-one August on his visit to the town. Development on the venture started on
thirty-one could 2015, with the tryout beginning on thirty Sept 2017. PM Narendra
Modi initiated activities on Nagpur railroad on eight March 2019 by means of video
conferencing alongside Maharashtra Chief Minister Devendra Fadnavis and Union
cabinet Minister Nitin Gadkari. Nagpur railroad turns into the thirteenth rail line
framework in the Republic of India to be operational. It's moreover being touted in
light of the greenest railroad holds in the Republic of India. Need of Metro
The students from all over Vidharbha look up to Nagpur for opportunities whether it
be Jobs or educational

and thus they are migrating to the sub-capital of Maharashtra on a large scale. Nagpur
needs to be ready

with the infrastructure to accommodate the people, thus there is need of metro.

Though, Nagpur has its own in-house city bus service, the buses are already over-
crowded and with the

ever increasing people's base, it would really be difficult to cope up with the situation
in the near future,

thus there is need of metro.Nagpur has a lot of work to be done. It can still be
expanded and house -

Multinationals, Multiplexes, Hospitals, and what not. And that all comes with
infrastructure, thus there is

need ofmetro.For a proper development of rural, agricultural, industrial and also

tourism sector needs best

roads and transportation. That is what we are leading to in Nagpur with specific lift to
MIHAN with arrival

of METRO.

Metro in the long run would only be beneficial for the city, and the only Con as
researchers perceive is the

nuisance it's causing the people here till the metro is completely operational. With
older structures being

destroyed every other day and a foundation for a new metro path or a flyover being
laid, the traffic is

getting worse but yes once the metro is operational the people are only to thank the
authorities for their

tremendous feat.
Metro Project

The Nagpur Metro system is an urban Mass Rapid Transit System (MRTS) being
built by the Maharashtra

Metro Rail Corporation Ltd. (MahaMetro) to serve the city of Nagpur in eastern
Maharashtra.

Nagpur Improvement Trust (NIT), the Planning and Development Authority for the
entire Nagpur

Metropolitan region, signed an agreement with Delhi Metro Rail Cooperation

(DMRC) for the preparation

of the detailed project report (DPR) for Nagpur Metro rail system in February 2012.
DMRC submitted the

DPR to NIT in February 2013.

Traffic survey for the project was concluded in May 2013. The project catering to
Nagpur–the Orange City

and Tiger Capital of India–aims to create 2 lakhs jobs. Apart from transit-oriented
development, the project

aims to reduce the number of vehicles that ply on roads and also bring down air
pollution in the city. It

aims to reduce average travel time of commuters by around 50 per cent.

The government of India sanctioned the project in August 2014 and foundation stone
was laid by the

Indian Prime Minister in the same month. The Maharashtra Airport Development
Company (MADC)

transferred 37ha of land to Nagpur Metro Railway Company Limited (NMRCL) for
the metro rail project

in February 2015.
Construction on the project began on 31 May 2015 with trial run done successfully on
30th September

2017 and an anticipated partial commercial operation was expected in March 2019.
Construction for

its 38.215 km first phase started in 2015 and is expected to be completed in 2022
(estd.) with a mix of

elevated & at-grade level lines in November 2017, MahaMetro’s board approved a 3
km extension of Line1 with the addition of two new stations at Eco park and Metro
City – extending the first phase of the project to 41.7 km. Besides that, a new
elevated station was added at Cotton Market between Sitabuildi and

Railway Station stations on Line-2.

The Nagpur Metro project achieved a major feat on September 30 when after 27
months of being launched

it became the fastest Metro project to reach the trial stage. Prime Minister
NarendraModi inaugurated the

Nagpur Metro Rail project and the trial runs were flagged off by Maharashtra Chief

Minister DevendraFadnavis and Union Transport Minister NitinGadkari on

September 30. The project was

initiated in 2015 and the first two phases are scheduled to be completed by 2023.

Metro Network

The project costing Rs. 8,860 crore comprises two Metro corridors – east-west and
north-south. The

combined length of the two Metro corridors is a little over 39 km. The total number of
stations in the first

two alignments corridors will be 33. The north-south section with 16 stops will
operate between
Automotive Square and Khapri and the east-west section with 18 stops will run
between Prajapati Nagar

and Lokmanya Nagar. The two lines will intersect at the interchange station of
Sitaburdi. The two routes

will be served by 36 stations in total.

Metro Funding

The Nagpur Metro Rail Corporation (NMRC) has drawn funding from several
channels at the state, Centre

and international level for the Rs 8,860 croreprojects. The Nagpur Metro Rail project
has received around

20 per cent funding from the Centre and an equal investment from the Maharashtra
government, Nagpur

Municipal Corporation provided around 5 per cent as did the Nagpur Improvement
Trust. As much as Rs

4,000 crore has come from German-government owned development bank KFW. Rs
600 crore has come

from French development agency AFD.

Improvement of public transport is one of the

highlighted measures when it comes to the reduction of

negative impacts of traffic and the improvement of the

energy-efficiency of a transport system. Which is right,

since the presence of an attractive public transport

system is a necessary to keep people away from using

cars or motorcycles. Indian cities cannot afford to have

only private cars and two-wheeler for this there are

public modes of transportation. But having public

transportation is not enough, it must be good in quality

as well as quantity. In addition to this people should be

encouraged to walk and cycle and government should

support investments that make cycling and walking

safer. Quality is increasingly becoming a strategic issue

in the Western world (Bergman and Klefsjo, 2003).

One of the main reasons for the successes of Japanese

industry in the 1970s and 1980s was that the Japanese

realized early that quality concept should originate from

the requirements and expectations of the customers

(Bergman and Klefsjo, 2003). This perception played a

vital role in bringing about success (Bergman and

Klefsjo, 2003). Today service quality has become more

important than ever before because service providers

have realized that they have to provide customerperceived service, if they want to stay
in business. As

global competition increases, customers have more

varieties to choose from and of course service quality

will become their priority when spending their

(customers) money, especially as they try to maximize

the value in return as well as satisfaction for every unit

of money spent.
Customer satisfaction is considered to be the most

important factor whether it is for a product or a service.

In case of failure to satisfy the customers the company

will be replaced by others and when industries offering

various services, have to be more vigilant because there

is a special attitude that plays an important role attracting

and retaining the customers (Khurshid, Naeem, Ejaz,

Mukhtar ,and Batool,2012).

Development of any country basically depends upon its

cities, as cities play a vital role in promoting economic

growth and prosperity. The development of cities largely

depends upon their physical, social, and institutional

infrastructure. Public transport services have the main

role to satisfy consumers’ needs. Due to the particular

type of services, consumers don’t have other options to

choose from This is not equivalent to say that quality is less

important. In order to respect public transport users’

expectations, quality must be an important focus for the

companies responsible with delivering these services

(Ancarani, Capaldo, 2001).

Along with NMC (Nagpur Municipal Corporation), the

VNIL (Vansh Nimay Infraprojects Limited) co-finance

the city bus services of Nagpur.

Thus, the purpose of this paper is to determine the

quality of the existing bus service in Nagpur and to

provide recommendations that aim to maximize the use of city bus in Nagpur.
 III. COMPANY PROFILE

Nagpur Improvement Trust (NIT) requested DMRC to

conducted Surveys for Nagpur, initially for 30 Km

which was revised to 42 Km in July 2012. Thereafter,

DMRC conducted Traffic Surveys, Topographical

Surveys, Geotechnical Investigations and Environment

Impact Assessment Survey and DMRC provided a

Detailed Project Report for Metro Rail System in

Nagpur. The study area consisted of Nagpur Municipal

Corporation Area. The study area totalled to approximately 217 sq km. Based on the
different

types of surveys done by DMRC, metro alignments

were finalized after repeated inspection of the road

network, intersections, passenger traffic flow, traffic

congestion, connectivity to important land uses.

Alignment of routes proposed by DMRC were as

Follows area population for various horizon years is estimated.

The average annual growth rates of 1.4%, 1.2% & 1.1%

have been considered for the years 2021, 2031 and

2041 respectively for the NMC area. Areas other than

NMC are expected to grow at higher growth rates as

per NMA Development Plans. The same annual growth

rates of about 3% up to 2031 and about 2% for 2041

have been considered for projecting the population of

other than NMC areas.

The overall study area population annual growth rates

is 1.8% up to the year 2031 and 1.5% up to 2041. The

projected study area population for various horizon

years is given in Table

Sr.

No.

Area Population (Lakh)

2018 2021 2031 2041

1 Nagpur

Municipal

Corporation

26.5 27.6 31.1 34.8

2 Other than

NMC Areas 7.8 8.6 12.3 15.5

Total 34.3 36.2 43.4 50.3

2.2 TRAFFIC VOLUME COUNT

To understand traffic characteristics in terms of

vehicular, passenger and PCU, 40 traffic count

stations were identified, some of which are mid

block sections, some locations were fixed as

screen line points and some were as outer cordon

points, total traffic flow for all 40 locations and

for both direction in terms of PCU is given. In

grouped vehicular traffic, volume of fast, slow

(NMT) and goods vehicles for all 40 locations is

given. Nagpur being located at a central position,

many inter-city and inter-state bus routes pass.

2.3 MODE SHARE

In, average mode share observed on roads in

terms of Vehicle, Passenger PCU are shown. If

external passenger is included, public mode share

is high. However, if external trips are excluded

different scenario will emerge. 2. DATA COLLECTION

2.1 POPULATION GROWTH

Nagpur Metropolitan Area Development Plan 2012 -

2032 and Nagpur Metro Ph-I DPR, projected study 3.TRAFFIC SURVEY

In any transport planning exercise, data collection is

the cornerstone and is the very foundation on which

rests the super structure. Historically and even in this

study, this is treated with utmost seriousness, as it

rightly should be. The data is used to analyze the

existing transport and traffic situation in the study

area and to develop urban transport demand model

for the study area. The activity is undertaken to

understand traffic and travel characteristic and

highlight city specific problems.

The following survey were carried out

1) Traffic volume count survey

2) Parking survey

3.1 TRAFFIC VOLUME COUNT SURVEY:- the

traffic survey is done with manual road survey. The

traffic survey for data collection on the site .the data

is collected of morning peak hour the data is

extracted from 2 hr (10 am to 12pm)is distributed in

7 types of vehicle.

Traffic volume on four Intersections Sitaburdi to

Lokmanya Nagar.

Total 1624 215 208 101 70 2218

Traffic Volume Count Bar Chart

3.2 PARKING SURVEY

The number of vehicles that enter the parking lot for a

particular time interval is counted. Parking survey done

at lokmanya nagar and sitaburdi station.there are nos of

vehicle is parked like motorcycles ,bicycle etc.

The final occupancy in the parking lot is also taken.

1) Parking Capacity

2) Parking Occupancy.

3) Parking Duration

4. STUDY OF STATION AND ROUTE

4.1 ROUTE:-

Two Corridors have been identified for implementation

in phase I of Nagpur Metro Rail

Project network as per details given as under:-

Corridor I: North-South Corridor : Automative

Square to KHAPRI

Corridor II: East West Corridor : Prajapati Nagar to

Lokmanya Nagar

I have Selected Corridor II: East West Corridor :

Prajapati Nagar to Lokmanya Nagar For Study Area Of

Nagpur Metro Rail. The Below stations are included

in Corridor II

East West Corridor : Prajapati Nagar to Lokmanya

Nagar

This corridor originates from Prajapati Nagar and runs

westwards, through Vaishnodevi Chowk, Ambedkar

Chowk, Telephone Exchange, Chittar Oli Chowk,

Agarsen Chowk, Doser Vaisya Chowk, Nagpur

Railway Station, Sitaburdi, Jhansi Rani Square,

Institute of Engineers, Shankar Nagar Square, Lad

chowk, Dharmpeth College, Subhash Nagar, Rachna

(Ring road Junction), Vasudev Nagar, Bansi Nagar to

Lomanya Nagar. The entire corridor is elevated. The total length of the corridor is
18.557 kilometer.

There are 19 stations on this corridor. All stations are

elevated stations and Sitaburdi station is an

Interchange Station.

4.2 RAIL LEVELS AND ALIGNMENT

In underground sections, the rail level is about

14.00 m below the ground level governed by a

ground clearance of 2 m. and a station box of

about 16 m depth. In the elevated section, rail

level is generally about 13.00 m above ground in

order to maintain a clearance of 5.50 m between

the road and the station structure. In order to keep

the land acquisition to minimum, alignment is

planned generally in middle of the road and a

twolevel station design has been proposed in both

elevated and underground sections.Entry/exit

structures to the proposed stations and traffic

integration areas have been planned in the open

space available.
4.3 STUDY OF STATION :-

1. PRAJAPATI NAGAR

Inter Station Distance 392.00m

Rail Level : 12.84 m

Station type : Elevated

Entry / Exits : On both sides of the road.

Location : The station is located on NH-6 across the

railway line near Old Pardi Naka.

Catchment Area The station is proposed in the

residential area of Ramanuj Nagar, HB Town,

Chandar Nagar, Ram Nagar, Surya Nagar & the

residents of the surrounding colonies.

2. LOKMANYA NAGAR

Inter Station Distance : 1661 m

Rail Level : 13.36 m

Station type : Elevated

Entry/ Exits : On both sides of the road

Location : The station is located on NH-44.

Catchment Area The main source of passengers to

this station is the residents & people visiting

surrounding residential areas and Lata Mageshakar

Hospital

4.4 PLANNING AND DESIGN

CRITERIAFOR STATIONS

1. The stations can be divided into public and

non- public areas (the areas where access is

restricted). The public areas can be further

subdivided into paid and unpaid areas.

2. The platform level has adequate assembly

space for passengers for both normal operating

conditions and a recognized abnormal scenario.

3. The platform level at elevated stations is

determined by a critical clearance of 5.5-m under

the concourse above the road intersection,

allowing 3.5-m for the concourse height, about

1- m for concourse floor and 2.2-m for structure

of tracks above the concourse. Further, the

platforms are 1.09-m above the tracks. This

would make the rail level in an elevated situation 4. The concourse contains automatic
fare

collection system in a manner that divides the

concourse into distinct areas. The 'unpaid area'

is where passengers gain access to the system,

obtain travel information and purchase tickets.

On passing through the ticket gates, the

passenger enters the 'paid area’, which

includes access to theplatforms.

5. The arrangement of the concourse is assessed on a

station-by-station basis and is determined by site

constraints and passenger access requirements.

However, it is planned in such a way that

maximum surveillance can be achieved by the

ticket hall supervisor over ticket machines,

automatic fare collection (AFC) gates, stairs and

escalators. Ticket machines and AFC gates are

positioned to minimise cross flows of passengers and

provide adequate circulation space

Prajapati Nagar to Lokmanya Nagar

This Corridor originates from Prajapati Nagar

(meeting point of CA Road and RingRoad),

thenalong Central Avenue Road moves towards

Vaishno Devi Chowk, then Mayo Hospita and

then takes left turn towards Nagpur Station

Entry on Railway Feeder Road, then on Ghat

Road alignment takes right turn and crosses

over box culvert on existing railway line and

falls on StateHighway 255, Then after crossing

Wardha Road alignment moves along North

Ambajharee Road upto Ambajharee Lake and

takes left State Highway 255, Then falls on

Hingna Road and moves towards Lokmanya

Nagar.There are 19 Stations proposed on this

alignments.

6. SURVEY CONDUCTION

Survey Conduction

Survey research is the collection of data attained by

asking individuals questions either in person, on

paper, by phone or online. Conducting surveys is one

form of primary research, which is the gathering data

first-hand from its source. All of these choices can

affect the answers given by participating individuals.

The questionnaire was formated in such a way that

people should easily understand in traffic. I have

created google form for questionary survey for

public user of Nagpur metro rail. All question were

rating was done in given below. I have received 554

response from public user of Nagpur.

Survey research:-

According to survey taken 60% vehicle user faced

problem on nagpur road due to traffic congestion of

poor traffic management.40% users selection to relief

from traffic congestion is metro rail transport if user

are used metro rail for transportation then reducing air

pollution and road accident and they reached their

destination on time. 53 % vehicle user prefer their own

vehicle for travel and they reach their destination .61%

user voting is build the nagpur metro rail in nagpur city

for city developing fastly and future expansion of city.

Shows graphically reprentation of research

work.overall rating for nagpur metro rail is 3 & 4

pointer out of 5

6.IMPLEMENTATION OF PARKING SYSTEM

Nagpur is one of the prominent cities located in Central

India in the state of Maharashtra. The city limits

encompass an area of 217 Sq. Km and the district is

located on a Deccan Plateau. The recent trends in

population indicate that the growth rate of the city’s

population may reduce in next three decades. Whereas,

with the advent of the new developments such as

MIHAN the growth rate might revive itself and the

population might just double in the next fifteen years.

The Employment figures of the city indicate that 35%

of the population is employed and it’s majorly

occupied by Trade and Hospitality industries.

The Nagpur metro project north – south corridor

(automotive sq to khapri) and east – west corridor (

prajapati nagar to lokmanya nagar ) the total route

length is 38.215 km is proposed to be constructed

with estimated cost are shown in below table.

The estimated cost at June-2012 price level also

includes an amount of Rs.40 Crore as one time

charges of security personal towards cost of

weapons, barricades, and hand held and door

detector machine etc. However, the recurring cost

towards salary and allowances of security personal

have not taken in to account in FIRR calculation.

STATION FARE STATION FARE STATION FARE STATION FARE

STATION FARE STATION FARE STATION FARE STATION FARE
Bansi Nagar RS Bansi Nagar RS Bansi Nagar RS Bansi Nagar RS
5 /- Sitabuldi RS 5 /- Sitabuldi RS 5 /- Sitabuldi RS 5 /- Sitabuldi RS
10/- 10/- 10/- 10/-

Vasudev Vasudev Vasudev Vasudev

Nagar Nagar Nagar Nagar

RS 5 /- Rahate RS 5 /- Rahate RS 5 /- Rahate RS 5 /- Rahate

Colony Colony Colony Colony

RS 20/- RS 20/- RS 20/- RS 20/-

Rachana Rachana Rachana Rachana

IV. OBJECTIVES OF THE STUDY

1. To measure overall satisfaction of public metro

transport service.

2. To find out important elements of customer

satisfaction of service quality.

3. To measure the level of general satisfaction of users

of public metro transportation.

4. To know whether Nagpur people are satisfied with their current mode of transport.

5. To know the perception of probable Nagpur Metro users about upcoming metro.

6. To know feasibility and acceptance of metro among probable Nagpur users.

7. To study relevant factors of satisfaction among probable metro users.

 V. RESEARCH METHODOLOGY

Well-ordered questionnaire is used to collect primary data. Secondary data needed for
the research was collected from journals, books, websites and other references etc., A
total sample of 109 respondents consists of each customers of Nagpur Metro. These
respondents were conveniently selected from Nagpur District of Maharashtra.
Convenience sampling is type of non-probability sampling is selected and is used to
collecting the primary data. . For the purpose of analysis, the data further processed
by using the statistical tools and is represented by Pie chart.

Research Methodology is the specific procedures or techniques used to

identify, select, process, and analyse information about a topic. Research is a
scientific and a systematic search for the particular information on specific topic. In
fact, research is an art of scientific investigation. It is an academic activity and as
such the terms should be used in a technical sense research is, thus an original
contribution to the existing stock of knowledge making for its advancement. It is a
per suit of truth with help of study, observation, comparison and experiment. In
short, the search for knowledge to objective and systematic method of finding
solution to the problem is ―RESEARCH‖.

Inductive research methods are used to analyze an observed event. Deductive

methods are used to verify the observed event. Inductive approaches are associated
with qualitative research and deductive methods are more commonly associated
with quantitative research.
 Sources of data collection
Collection of data refers to a purposive gathering of information relevant
to the subject matter under study and method used depend mainly on the nature,
purpose and scope of enquiry to be undertaken , as well as on the availability
resource and time.

The data collection can be grouped under two types

 Primary data

 Secondary data
PRIMARY DATA:-

Primary data are those which are the first time. They are original in character. They are
collection by the research for the first time for his own use.

Primary data are first hand information and are collected from various sources like:

 Direct Personal Investigation

 Observation method

 Quessioneer method

 Interview method

 Data Methods is the process of gathering and measuring information on variables of

interest, in an established systematic fashion that enables one to answer stated research
questions, test hypotheses, and evaluate outcomes.

 Observations.

 Focus Groups

 Ethnographies, Oral History, and Case Studies.

 Documents and Records.

Project Report of Mr./Ms. ................................... Page 33

SECONDARY DATA:-

Secondary data are those which have already been collected by others. When it is not
possible to collect data in primary from, the researcher may take the help of Secondary data they
are those which have already been collected with some other view in mind. They are collected for
serving the objects other then what the researcher might have in his mind.

The source of secondary data includes:

 Books
 Websites
 Journals
 Magazines

RESEARCH APPROACH

Research approaches are plans and the procedures for research. that span the steps from
broad assumptions to detailed methods of data collection, analysis, and interpretation.
The survey method is the practice of gathering data for a study by asking people questions related
to your research. Typically, researchers survey people who have particular knowledge, insights or
experiences related to the study

METHOD OF DATA COLLECTION

The process of gathering and analyzing accurate data from various sources to find answers
to research problems, trends and probabilities, etc., to evaluate possible outcomes is Known as
Data Collection.

Project Report of Mr./Ms. ................................... Page 34

 Questionnair- A questionnaire is a research tool featuring a series of questions used to
collect useful information from respondents. These instruments include either written or oral
questions and comprise an interview-style format.

Sampling Method: Convinient Sampling Method is used.

Project Report of Mr./Ms. ................................... Page 35

 VI. DATA ANALYSIS & INTERPRETATION

No of male and female who responded were mostly similar. So gender has not very
conclusive impact on

the study.

Project Report of Mr./Ms. ................................... Page 36

From data collected it can be said that most of our response were from age 15-25 i.e., 69%, then 26-
35 that

is 9.5% and so on. We can conclude that most of respondent were youngster who goes to
school/college

who would be using Metro.

Through the research is mainly concentrated in Nagpur City and our target segment also comprised
the

students. From the above chart it becomes clear that most of the respondent were students who
think about

Metro and are the one who would be using metro .

Through the survey was conducted throughout Nagpur City, but number of response received from
West

Nagpur were more than other areas of Nagpur ,i.e. 30.44% then Central 24.7%.It can be said that
west

respondent care more about Metro.

Project Report of Mr./Ms. ................................... Page 37

From above chart, it canbestated that 81.8% of respondents use their own vehicle for transportation
and

only few respondent use other mode of transportations viz. City Bus, Cab, Auto and Bicycle.

It can be observed that 31.5% of respondent spend around Rs.2000 and 31% of respondent spend
around

Rs.1000 in travelling and rest of respondent spend around Rs.3000, 4000 and 5000, i.e. 20.7%,
9.2% and

7.6 % respectively. Through this we come to know that people are spending lot on travelling, some
people

even spend Rs.5000 in month.

Project Report of Mr./Ms. ................................... Page 38

It was found that among 368 respondents 23.6% respondent travel 10km , 23.4% respondent travel
20km

and above, 23.1% respondent travel 20km or less, 18.2% responded travel 15km and 11.7% of
respondent

travel 5km a day. It canbe conclude that most of respondent travel even 20 km and above and this
take

considerable amount of time and effort, this can be reduced if they will use Metro

Project Report of Mr./Ms. ................................... Page 39

It is very important to identify whether people are satisfied with their current mode of transport.
From the

above chart it can be concluded that 53.8% of respondent agreed and were satisfied with their
current

mode of transportation. Also 33.2% of respondent were neutral and only 9% of responded disagree.

It is very important to identify why people dissatisfied with their current mode of transport. Among
all

approximately 43.7% respondents agreed that time consumption for travelling was the main reason
for

dissatisfaction. Apart from time consuming factor thereare various other factor like expensive,
safety
Project Report of Mr./Ms. ................................... Page 40
backed for dissatisfaction of the current mode of respondent’s transport.

Safety has become one of the most important factor while travelling. About 73.6% respondent
agreed and

considered safety to be very important while 13% respondents were neutral and 12.3% respondents
were

disagreed to it. It can be concluded that people consider safety as the most important factor while

travelling.

Project Report of Mr./Ms. ................................... Page 41

Travel cost is also one of the important factors while travelling; most of people are looking for
cheaper

transport now a days. According to the response 37.8% of respondents were strongly agreed and
23.4% of

respondents were agree and stated that travel cost is important, while 26.4% of respondents were
neutral

and 4.9% of respondents disagreed and 7.6% of responded strongly disagree and state travel cost is
not

important. It can be concluded that respondents considered travel cost as an importantfactor for
travelling.

Travel time is one of the basic factor in travelling as reaching the destination on time is important
factor

for many. It can be observed that most of respondent i.e. 67.9% agreed and said travel time is
important

while 17.7% of respondent were neutral and only 14.4% of respondents were disagree and said time
is not

important. Through this we can conclude Travel time is very important factor in travelling.

Project Report of Mr./Ms. ................................... Page 42

People have been going towards travelling comfort also, so it becomes important to find about it. It
was

found that 67.7% of respondents agreed that travel comfort is important, 19% of respondents were
neutral

and 13.4% of respondents disagreed and feel travel is not important. So, it can be concluded that
people

now days want comfort while travelling and consider it as important factor.

Project Report of Mr./Ms. ................................... Page 43

People also consider availability of vehicle as important factor either public or own vehicle. It can
be seen

That respondents totally agreed and said availability of vehicle is important i.e. 72.6% agree, 12.5%
are

neutral and only 15% disagree to it.

It’s important to know if people think that Metro will be able to solve traffic problem in Nagpur
city, as

one of main purpose to run Metro is to solve traffic problem. It was found that most respondents
think it

will solve traffic problem but there is also respondents who think Metro won’t solve traffic
problem. 38%

of respondents strongly agree, 19.3% agree, while 24.5% of respondents were neutral, 8.7%
disagreed and

9.5% strongly disagree.

Project Report of Mr./Ms. ................................... Page 44

It’s important to know if people think Metro will be able to contribute in industrial development of
Nagpur

city, It can be observed that 67.1% of respondent agree and say that it will contribute to industrial

development, while 19.3% respondent stayed neutral and only 13.6% of respondent disagree and
think

Metro won’t contribute to industrial development of Nagpur.

It is important to know people view about travelling in Metro will be cost efficient or will it be
costly. It

was observed that 35% of respondent agree and think metro will be costly, while 37.8% of
respondent were

Project Report of Mr./Ms. ................................... Page 45

neutral and don’t know if it will be costly or cost efficient and only 27.1% of respondent disagreed
and said

that it won’t be costly. It can be concluded that people don’t know if Metro will be costly or cost
efficient,

while Metros main purpose is to be cost efficient and be cheap. It is because Nagpur people are
going to

experience metro for the first time and don’t know much about it and aren’t aware about it much.

Metro success depend on if people are willing to change their mode of transport to Metro. It was
found

that 36.3% of respondent agree and said that they will use Metro over their current mode of
transport,

33.9% of respondent are neutral and don’t know if they will change or not, while 29.7% of
respondent

disagree and said they won’t change their current mode of transport. So it can be concluded that
some

people will change their current mode of transport to Metro and some won’t and some haven’t
decided yet.

Project Report of Mr./Ms. ................................... Page 46

This is because Nagpur people not being aware of how Metro can be helpful and also they haven’t
used

Metro yet, this scenario might get changed after Metro start and people start using it.

Through the response we find that 50.8% of responded agree and say Metro will be successful
while 33.3%

of responded are neutral and are not sure if Metro will be successful or not and only 15.8% of
responded

disagree and feel Metro won’t be successful. Through this we can conclude most of people thing
Metro

will be successful but there also people who are not sure if it will be success.

Project Report of Mr./Ms. ................................... Page 47

It is very important to identify why people may prefer Metro. It is obvious that due to its time
saving factor

they may prefer it. About 58.6% of sample size agrees that time saving is the main reason why they
will be

using Metro. Apart from time saving factor there are various other factor like safety, less pollution,

comfortable, cost saving are the other reasons backed for preferring Metro.

It is also very important to identify why people may reject Metro. It can be observed that due to its
“Not

Near my Work Station” factor. About 46.9% of the sample size agrees that main reason not to
prefer metro

because Metro station is not near their area . Apart from “Not Near my Work Station “factor, there
are

various other factor like Non availability near my place, alternate mode is more convenient are the
other

reasons backed for rejecting Metro.

Project Report of Mr./Ms. ................................... Page 48

Distance S NS TOTAL Distance S NS TOTAL Distance S NS TOTAL Distance S NS TOTAL

<=5 32 12 44 <=5 32 12 44 <=5 32 12 44 <=5 32 12 44

<=10 47 40 87 <=10 47 40 87 <=10 47 40 87 <=10 47 40 87

<=15 36 32 68 <=15 36 32 68 <=15 36 32 68 <=15 36 32 68

<=20 44 42 86 <=20 44 42 86 <=20 44 42 86 <=20 44 42 86

>20 43 40 83 >20 43 40 83 >20 43 40 83 >20 43 40 83

Total 202 166 368 Total 202 166 368 Total 202 166 368 Total 202 166 368

Expected

Distance S NS Distance S NS Distance S NS

<=5 24.15217 19.84783 <=5 24.15217 19.84783 <=5 24.15217 19.84783

<=10 47.75543 39.24457 <=10 47.75543 39.24457 <=10 47.75543 39.24457

<=15 37.32609 55.88119 <=15 37.32609 55.88119 <=15 37.32609 55.88119

<=20 47.20652 38.79348 <=20 47.20652 38.79348 <=20 47.20652 38.79348

>20 45.55978 37.44022 >20 45.55978 37.44022 >20 45.55978 37.44022

P=0.002177, Hence Null hypothesis is rejected and it can be concluded that there is relationship
between

distance travelled and their satisfaction with current mode of transportation.

Actual Observed

Expenses S NS Expenses S NS Expenses S NS Expenses S NS

TOTAL TOTAL TOTAL TOTAL

Project Report of Mr./Ms. ................................... Page 49

<=1000 65 51 116 <=1000 65 51 116 <=1000 65 51 116 <=1000 65 51 116

<=2000 65 49 114 <=2000 65 49 114 <=2000 65 49 114 <=2000 65 49 114

<=3000 42 34 76 <=3000 42 34 76 <=3000 42 34 76 <=3000 42 34 76

<=4000 19 15 34 <=4000 19 15 34 <=4000 19 15 34 <=4000 19 15 34

>5000 13 15 28 >5000 13 15 >5000 13 15 28 >5000 13 15 28

28

Total 204 164 368 Total 204 164 368 Total 204 164 368 Total 204 164 368

Expected

Expenses S NS Expenses S NS Expenses S NS

<=1000 64.3 51.7 <=1000 64.3 51.7 <=1000 64.3 51.7

<=2000 63.2 50.8 <=2000 63.2 50.8 <=2000 63.2 50.8

<=3000 18.85 15.15 <=3000 18.85 15.15 <=3000 18.85 15.15

<=4000 8.315 15 <=4000 8.315 15 <=4000 8.315 15

>5000 8.315 6.685 >5000 8.315 6.685 >5000 8.315 6.685

Project Report of Mr./Ms. ................................... Page 50

P=3.23725E-16

Hence, Null Hypothesis Rejected and it can be concluded that there is relationship between
expenses and

satisfaction regarding current mode of transportation.

Project Report of Mr./Ms. ................................... Page 51

Project Report of Mr./Ms. ................................... Page 52
 VII. CONCLUSIONS & FINDINGS

1. From case study report metro system are more

reliable, comfortable and safer than road based

system

2. Metro rail reduce congestion of roads.

3. Metro rails have minimized the travel time for

the commuters.

4. Metro train has affected traffic in the nearby

areas.

5. Metro rail is much economical for public user.

6. Metro rail has provided employment to be local

people.

7. Overall local commuters are satisfied of rail

line lokmanaya nagar to Prajapati nagar

8. These aqua line is most usable for the college

student, office staff like Mahindra, MIDC etc.

9. Estimation of passenger demand for transit

services should consider complete journey of

commuters including access time.

Project Report of Mr./Ms. ................................... Page 53

10. As per the survey the major issue is traffic

congestion if people are use metro rail then

reduce the traffic congestion, air pollution, road

accidents.

11. Lastly local commuters are positive to travel by

metro rail.

Project Report of Mr./Ms. ................................... Page 54

 VIII. SUGGESTIONS & RECOMMENDATIONS

https://themetrorailguy.com/nagpur-metro-information-map-updates/

https://indianexpress.com/article/what-is/nagpur-metro-project-all-you-need-to-know-narendra-
modi-devendrafadnavis-nitin-gadkari-4872250/

https://www.railway-technology.com/projects/nagpur-metro-rail-project/

http://www.metrorailnagpur.com/dpr-pdf/chapter1.pdf

http://www.metrorailnagpur.com/pdf/DPR.pdf

1. Noor, H. M., Nasrudin, N., & Foo, J. (2014) Determinants

of Customer Satisfaction of Service Quality: City bus

service in Kota Kinabalu, Malaysia, 7(1)

2. Andreea, Claudia,oana. “Strategies for the improvements

in the quality and efficiency of public transportation” Isai,

700506, Romania.

3. Aidoo, E. N., Agyemang, W., Monkah, J. E., & Afukaar, F.

K. (2013) Passenger’s Satisfaction with Public Bus

Transport Services in Ghana: A Case Study of Kumasi–

Accra Route. Theoretical and Empirical Researches in

Urban Management

4. Khurshid, R., Naeem, H., Ejaz, S., Mukhtar, F., & Batool,

T. (2012) Service Quality and Customer Satisfaction in

Public Transport Sector of Pakistan: An Empirical Study.

Project Report of Mr./Ms. ................................... Page 55

International Journal of Economics and Management

Sciences, 1(9), 24-30

5. Murambi, David Nyongesa, and Henry M. Bwisa. "Service

Quality and Customer Satisfaction in Public Transport

Sector of Kenya: A Survey of Shuttle Travelers in Kitale

Terminus." International Journal of Academic Research in

Business and Social Sciences 4.9 (2014): 402.

6. Woldeamanuel, M., & Cyganski, R. (2011) Factors

Affecting Travellers’ Satisfaction With Accessibility to

Public Transportation. Journal of European Transport

and Contributors, 8(2), 1-19

7. Kavitha, R. (2015) Public Transport Service Quality- A

Measurement. International Journal of Management and

Social Science Research Review, 1(7), 113-116

Project Report of Mr./Ms. ................................... Page 56

ANNEXURES

1. Name*

2. Age*

.10_20 years

.20_30 years

.30_40 years

.40_50 years

.50 above

3. Gender

.Male

.Female

.Other

4. Occupation

.student

.working

Project Report of Mr./Ms. ................................... Page 57

 5. On average how much time do you send traveling in metro?

.5

.15

.30

6. How did you pay for ticket in metro?

.cash

.card

.upi payment

7. Do you like the customer support if you face any problem while traveling in metro?

.yes

.no

.sometimes

8. Do you think traveling in metro is more convenient and cheaper than traditional mode of
travel?

.yes.

.sometimes.

9. Do you think the habit of traveling has increased during the lock down period?

.yes

.no

10. Do you think the metro will change the traveling choise of the people?

.yes

.no

Project Report of Mr./Ms. ................................... Page 58

 11. Do you think there would be a decreased in traveling of people in metro due to increase
in ticket prices?

.yes

.no

Project Report of Mr./Ms. ................................... Page 59