Service Quality, Passenger Satisfaction, and Sustainable Urban Mobility: An Economic Study of Chennai Metro Rail

Abstract

Urban transportation systems play a crucial role in promoting economic development, reducing traffic congestion, and ensuring sustainable urban mobility. Among the various modes of public transportation, metro rail systems have emerged as an efficient, reliable, and environmentally friendly solution to the growing transportation challenges faced by metropolitan cities. Chennai Metro Rail Limited (CMRL) has significantly transformed urban mobility in Chennai by providing safe, comfortable, and time-efficient transportation services to commuters. In this context, passenger satisfaction has become an important indicator for evaluating the effectiveness and quality of metro rail services. The present study examines the impact of service quality dimensions on passenger satisfaction towards Chennai Metro Rail and evaluates its contribution to sustainable urban mobility from an economic perspective. The study is based on primary data collected from 120 Chennai Metro commuters through a structured questionnaire. The analysis focuses on key service quality dimensions such as safety and security, cleanliness and hygiene, infrastructure facilities, service reliability, passenger convenience, and accessibility. Descriptive and inferential statistical tools including percentage analysis, Chi-square test, and multiple regression analysis were employed to analyze the data. The findings reveal that the majority of metro users are young, educated, middle-income, and professionally employed individuals who frequently utilize metro services for daily travel. The results indicate that infrastructure facilities, safety and security, and service reliability are the most significant determinants of commuter satisfaction. The study further confirms that service quality dimensions have a positive and significant influence on overall passenger satisfaction. Improved service quality not only enhances commuter experiences but also encourages greater usage of public transportation, thereby contributing to reduced congestion, lower environmental pollution, improved accessibility, and sustainable urban development. The study concludes that continuous investment in metro infrastructure and service quality is essential for increasing commuter satisfaction and ensuring the long-term economic sustainability of metro rail operations. The findings provide valuable insights for policymakers, transport planners, and metro authorities in formulating customer-oriented strategies to strengthen urban transportation systems and promote sustainable mobility.