Research

Finding Report

A Study of Measuring Customer

Satisfaction Using Service
Quality Parameters in Delhi
Metro Rail Corporation

prepared by :
AVNEET KAUR AHUJA

April,

Background
Study background
Delhi Metro Rail Service started its operations in 2002 which has affected the lives of Delhi/NCR people on a
very large scale. It was designed to ease the traffic congestion on roads, reduce air pollution and provide an
easy, pocket-friendly and convenient- efficient mode of public transportation. For Delhi Metro to achieve its
objective of delivering quality service to its customers, it is imperative to study to know the level at which the
customers are satisfied with its services
Study Objectives
To understand the various driving factors impacting customers satisfaction with Delhi Metro

Study Design
Quantitative cross-section study: Metro commuters/riders were interviewed using a structured
questionnaire
Target Group
Male & Female

Introduction
service quality (SQ) is defined as customers perception of how well a service meets or exceeds

(performance) their expectations (E)

SQ=P-E
SERVQUAL model is developed by Parasuraman et al. (1985) and engenders five determinants of

service quality- reliability, responsiveness, assurance, empathy and tangibles

customer satisfaction measures how well the expectations of a customer concerning to a product

or service have been met

(Kotler et al., 1996)
If the performance matches, the customer is satisfied
If the performance exceeds expectations, even delighted
If the performances fall short of expectations, the customer is dissatisfied

Study focused on service quality and customer satisfaction only to Performance Model
(SERVPERF)

Delhi Metro Service Quality (SERVPERF) and Customer Satisfaction Model

Reliability of Delhi
Metro in comparison to
Other Public
Transportaiom

Overall Customer
Satisfaction with
Delhi Metro

Cleanliness
Temperature
Audio
announcements
quality
Seating
availability
Metro
Connection with
other
Transportation
Facilities for
ATMS, caf and
Shops

Frequency
Punctuality
Operational
hours

Staff
availability&
behaviour
Complaint
handling systems
Time required
for booking
tickets/tokens

Accessibility
Travel time
Fare price
General safety
Safety women
Safety checks
Crowd mgt
Facilities for
disabled and sr.
citizen

Abnormal
conditions
information
Encroachment
and tackling
beggars
Way-finding
signage & general
information

Variables under Investigation

IDV

Variable Name

Description

X1

FREQUENTLY_X1

how frequently is the metro available

X2

PUNCTUALITY_X2

Time taken to commute between desired location(s) via Metros

X3

OPT_HOURS_X3

Operational hours of Delhi metro (6am hrs - 11 pm)

X4

ACCESSIBILITY_X4

Accessibility of station from home/office

X5

TRAVEL_TIME_X5

how punctual is the metro service in terms of delivery

X6

FARE_PRICE_X6

Fare price(s) you pay are value for money

X7

GENERAL_SAFETY_X7

General safety equipments in metro cabins & stations

X8

SAFETY_WOMEN_X8

Safety & Security of women & children

X9

SAFETY_CHECKS_X9

Efficient security checks at stations

X10
X11

CROWD_MGT_X10
FACILITIES_PHYS_SR_CITIZENS
_X11

Effective crowd management during peak hours

Facilities like First aid box, Wheel Chairs, Lifts, Earmarked seating at train/stations and soon is Adequate for Physically
challenged and Senior citizens metro travellers

X12

CLEANLINESS_X12

Cleanliness in metro trains & stations

X13

TEMPERATURE_X13

Adequate level of Temperature, air conditioning &lighting on the trains/stations

X14

AUDIO_QUALITY_X14

Sound quality of audio announcements inside metro/ at stations

X15

Seat availability in trains/stations

X16
X17
X18
X19

SEATING _X15
CONNECTIONS_OTHER_TRANS_
X16
ATMS_SHOPS_X17
ABNORMAL_INFO _X18
ENCROACHMENT_X19

X20

SIGNAGE_INFO_X20

Adequacy of way-finding signage & general information in metro/stations

X21
X22

SATFFBEHAVIOUR_X21
COMPLAINT_HANDLE_X22

Staff/ official Availability& their behaviour with you

Speed and effectiveness of complaint handling systems for your complaints

X23
DV
Y1

QUEUE_BOOKING_X23
Variable Name
SATISFACTION_Y1

Time required for booking tickets/tokens at customer care(s)

Description
Overall satisfaction with Delhi Metro

Y2

RELIABLE_Y2

Metro connections with other modes of public transports like feeders, DTC buses, etc
Availability of ATMs, shops, caf, shopping avenues at metro stations
Information during abnormal conditions like about delay travel time status, forecast of restoration of metro services, etc
Encroachment and tackling beggars outside Metro stations

Reliability of Delhi Metro for you in comparison to Other Public Transports (DTC Buses, Taxi Cab),

Research Methodology
the questionnaire comprised of two sections:

First Section:
Gender, Age group, Education level, Occupation, Frequently and Primary Purpose of using Delhi
Metro
Second section:
various factors influencing customer satisfaction with Delhi metro, overall Satisfaction and
reliability of Delhi metro in comparison to other public transportation on 5-point likert scale

Likert Scale Measures:

1 = Strongly Dissatisfied,
2=Dissatisfied,
3 = Neither Satisfied nor Dissatisfied,
4 = Satisfied and
5 = Strongly Satisfied

Regression model between Service

Quality and Customer Satisfaction

Where,
Y - Dependent variable
- Constant (intercept)
- Regression coefficients with respect to independent variables
Error Term

Calculation of Dependent Variables

Used

aggregation combination of two or more attributes into a singe variable using sum, variance
or distance in order to change the scale & to get more stable data

this

study considered distance (D) between overall customer satisfaction and reliability of Delhi
Metro

Formula - given the coordinates of two points, the distance between the points is defined by:

Where
dx is the difference between the x-coordinates of the points
dy is the difference between the y-coordinates of the points

Distance between two points (given their coordinates)

5

Y
Ov erall Cu stom er Sat isfac tion

Distance from these two points is calculated as

Relability

(0,0)

if a respondent coded 5 as overall customers satisfaction and also coded 5 as reliability in

comparison to other public transportations then the distance D between two points say (5, 0)
and (0, 5), which is explained as
Joint effect Satisfcation (Distance D)
=
=(5^(2 )+ 5^2 )
=50
=7.07
Thus, this study has calculated the dependent variable via this technique

Hypothesis Formulation :
Hypothesis No.
Null Hypothesis (H0)
Service Quality Dimension : Reliability

Alternative Hypothesis (H1)

Hypothesis 1

No significant relationship between service Frequency and

Significant relationship between service Frequency and Joint effect of
Joint effect of customer satisfaction and reliability.
customer satisfaction and reliability.

Hypothesis 2

No significant relationship between service Punctuality and

Significant relationship between service Punctuality and Joint effect of
Joint effect of customer satisfaction and reliability.
customer satisfaction and reliability.

No significant relationship between service Operational

Hours and Joint effect of customer satisfaction and reliability. Significant relationship between service Operational Hours and Joint
effect of customer satisfaction and reliability.
Service Quality Dimension : Assurance
Hypothesis 3

Hypothesis 4

No significant relationship between service Accessibility and

Significant relationship between service Accessibility and Joint effect of
Joint effect of customer satisfaction and reliability.
customer satisfaction and reliability.

Hypothesis 5

No significant relationship between service Travel Time and

Significant relationship between Travel Time and Joint effect of customer
Joint effect of customer satisfaction and reliability.
satisfaction and reliability.

Hypothesis 6

No significant relationship between Fare Price and Joint effect

Significant relationship between Fare Price and Joint effect of customer
of customer satisfaction and reliability.
satisfaction and reliability.

Hypothesis 7

No significant relationship between service General Safety

Significant relationship between service General Safety and Joint effect of
and Joint effect of customer satisfaction and reliability.
customer satisfaction and reliability.

Hypothesis 8

No significant relationship between Women & Children

Safety service and Joint effect of customer satisfaction and
Significant relationship between Women & Children Safety service
reliability.
and Joint effect of customer satisfaction and reliability.

Hypothesis 9

No significant relationship between Efficient Security

Significant relationship between Efficient Security Checks and Joint
Checks and Joint effect of customer satisfaction and reliability.
effect of customer satisfaction and reliability.

Hypothesis 10

Hypothesis 11

No significant relationship between Crowd Management

service and Joint effect of customer satisfaction and reliability. Significant relationship between service Crowd Management service
and Joint effect of customer satisfaction and reliability.
No significant relationship between Disabled & Senior
citizens Facilities and Joint effect of customer satisfaction
Significant relationship between Disabled & Senior citizens Facilities
and reliability.
and Joint effect of customer satisfaction and reliability.

Hypothesis Formulation :
Service Quality Dimension : Tangibility
Hypothesis 12

Hypothesis 13

Hypothesis 14

Hypothesis 15

Hypothesis 16

No significant relationship between Cleanliness and Joint Significant relationship between Cleanliness and Joint effect of customer
effect of customer satisfaction and reliability.
satisfaction and reliability.
No significant relationship between Temperature & Lighting
Service and Joint effect of customer satisfaction and reliability. Significant relationship between Temperature & Lighting Service and
Joint effect of customer satisfaction and reliability.
No significant relationship between Quality Audio
Announcements and Joint effect of customer satisfaction and Significant relationship between Quality Audio Announcements and
reliability.
Joint effect of customer satisfaction and reliability.
No significant relationship between Seat availability and Significant relationship between Seat availability and Joint effect of
Joint effect of customer satisfaction and reliability.
customer satisfaction and reliability.
No significant relationship between Service to Other Modes
Of Public Transports and Joint effect of customer Significant relationship between Service to Other Modes Of Public
satisfaction and reliability.
Transports and Joint effect of customer satisfaction and reliability.

No significant relationship between Availability of ATMs &

Significant relationship between Availability of ATMs & shops and
shops and Joint effect of customer satisfaction and reliability.
Joint effect of customer satisfaction and reliability.
Service Quality Dimension : Empathy
Hypothesis 17

Hypothesis 18

Hypothesis 19

No significant relationship between s098ik8uervice Abnormal

Event Information and Joint effect of customer satisfaction Significant relationship between Abnormal Event Information and
and reliability.
Joint effect of customer satisfaction and reliability.
No significant relationship between Encroachment and
tackling Beggars and Joint effect of customer satisfaction and Significant relationship between Encroachment and tackling Beggars
reliability.
and Joint effect of customer satisfaction and reliability.

No significant relationship between of Way-finding Signs &

General Information and Joint effect of customer Significant relationship between Way-finding Signs & General
satisfaction and reliability.
Information and Joint effect of customer satisfaction and reliability.
Service Quality Dimensions : Responsiveness
No significant relationship between Staff Availability &
Hypothesis 21
Behaviour and Joint effect of customer satisfaction and Significant relationship between Staff Availability & Behaviour and
reliability.
Joint effect of customer satisfaction and reliability.
No significant relationship between Service Complaint
Hypothesis 22
Handling and Joint effect of customer satisfaction and Significant relationship between Service Complaint Handling and Joint
reliability.
effect of customer satisfaction and reliability.
Hypothesis 20

Hypothesis 23

No significant relationship between service Time for

Booking a Token/Ticket and Joint effect of customer Significant relationship between service Time for Booking
satisfaction and reliability.
Token/Ticket and Joint effect of customer satisfaction and reliability.

Sample size
the formula adapted to determine the sample size is as follows:

Where, n= sample size

N=total population of Delhi (18. 24 Million)
e=margin of error (0.0746)
Confidence Level (90%)
Therefore, using the above mentioned formula, we get,
n= 18248290 / ( 1+18248290 (0.0891) ^2 )
Sample Size, n = 121 respondents

A total number of 121 questionnaires were therefore collected for this study

Data Collection Method

an online method of marketing research i.e., online survey in Delhi/NCR was conducted via

Google Forms
the data collection period of the study is of one week
invitation online sampling technique is used where potential respondents are alerted that

they may fill out a questionnaire willingly

Limitations of the Study

Sample Collection Limit

To cover 166 Delhi metro stations and apply sampling technique in order to collect data via face to
face structured questionnaires requires time and manpower for this study

Limited number of Independent Variables

Focus was on selected 23 independent variables which may not completely represent all the
variables that might influence customer satisfaction

Biased Online Responses

Survey answers could be partial and numerous checks such as mood/feelings of respondents,
surveys fraud, limited sampling, and inability to reach challenging population for instance elderly
people are out of research results

Difficult to read Consumer Satisfaction

Consumer is a focal point in this market research study and his/her satisfaction drivers are difficult
to judge precisely and accurately
The results from this study should be taken with caution

Data Quality Measures

the survey was conducted via web to gather data, therefore it is important to ensure data quality. Thus, looking

at the pattern of responses for each respondent thereby cleaning the invalid data points from the dataset

duplicate responses- thus, deleted 5 responses

straight-Lining responses thus, deleted 7 responses
measure variability or outliers in response to the various factors answered by each respondent. Variance was
used to check variability in data. The threshold value to discards responses was 0.0. Thus, deleted 6 responses

Sample size n=121

Data Analysis Method & Key

Findings
STATISTICAL PACKAGES FOR SOCIAL
SCIENCES (SPSS) AND MS EXCEL WERE USED

Reliability Test
a Cronbach's alpha coefficient reliability test was carried out obtain

the internal consistency

i.e., how closely related a set of items are as a group for the 103 sample size.

If value of Cronbach's alpha > 0.600 the questionnaire items dictated reliability
if value of Cronbach's alpha < 0.600 the dictated questionnaire items unreliability.

Cronbach's Alpha
.907

Cronbach's Alpha Based on

Standardized Items
.909

N of Items
23

Thus, the data collected using the likert scale is reliable

Descriptive Analysis Techniques

describing the patterns and general trends of a dataset and thereby

summarize it in single value

Survey data says that majorly respondents are young singles

of 18-30 years age group who travels in Delhi Metro daily, on
alternative days and weekly for Studies and job purposes

51

Male
Female

10

43

21

62

18-24
25-30
31-40
41-50
51-60

42

College but
not Graduate
Up to 1 2 th
class

38

Literate but
no form al
schooling

10

8
43

17
22

Daily
Weekly
Occassionally
Alternativ e
day s in a week
Monthly

Occupation

16

Post graduate

41

Primary Purpose

Frequency Usage

Education

Graduate

533
10
50
30

84
40

24
24

Student
Pvt Service
Business
Govt Service
Household
Others

Studies
Job
Shopping/han
gouts
Others
Business

Martial Status

49

Age (yrs)

Gender

Respondents profile (in %):

17
Single
Married
83

Regression Analysis Techniques

Predicts the value of Y when we know the value of X
R-square: evaluate the model fit of a regression equation. how good are all of your

independent variables at predicting your dependent variable?

ANOVA: to study the cause-and-effect of one or more independent variables on a single

dependent variable.
Sign F: tests whether R- square is significantly different from zero i.e., whole model is

significant or not
rejection of null hypothesis if p-value from F-test is <0.10
T ratio: checks the reliability of the estimate of the individual beta. looks at p- values at 10%

(0.10) level of sign

DurbinWatson statistic is a test statistic used to detect the presence of autocorrelation in

the residuals (error terms)

Range - 0 to 4

Status of residuals

D=2

No autocorrelation

D=0

Positive autocorrelation

D=4

Negative autocorrelation

R^2

.734

.539

Std. Error
of
Adj R^2 Estimate
.405

.685

N
103

Change
.539

F Change
4.022

df1
23

df2
79

Sig. F
Change
.000

Durbin
Watson
1.821

Coefficient of Determination R^2:

- independent variables contribute 40.5% towards predicting joint effect satisfaction
-Difference in R^2 & adj R^2 : due to small no. of observations are being predicted with a large no. of
variables
-other factors contribute 68.5% towards customer satisfaction

Test of Autocorrelation:
- using d-lower limit ( 1.2) and d-upper limit ( 2.1), the decision fall under indecisive zone
-Durbin-Watson statistic is 1.821 and (rho) using formula of d 2(1- ) 1-d/2 is 0.09. Since DW is less
than 2 and p not equal 0 (0.09>0), a test for positive autocorrelation should be conducted
(Ho): No statistically significant autocorrelation in residuals, (rho )=0
(Ha): statistically significant positive autocorrelation in residuals, > 0
-Thus, used Modified d test. Rejected at 5% level of significance (d< d-upper limit) where d-upper limit
(2.1), concluded that there is statistically significant first order positive autocorrelation in residuals

Regression
Residual

Sum of Squares
43.435
37.091

df
23
79

80.527

102

F Test for Total

the Full Model:

Mean Square
1.888
.470

F
4.022

sign
.000

-sign F=0.000 (F statistic= 4.022 with d.f. =23, 79) is less than p=0.10. Thus, the model is statistically
significant and can be used for prediction purposes

T Test for regression coefficients:

(Ho): No significant relationship between customer satisfactions with each independent variables
(Ha): significant relationship between customer satisfactions with each independent variables
The regression model :

-only variables i.e. FREQUENTLY_X1 and CLEANLINESS_X12 were statistically significance since
their p-values <0.10. Ho is rejected.
-rest, other variables were statistically insignificant since their p values was (p>0.10). Ho is accepted

Variables
Intercept

Coefficients
2.160

Std. Error

t- Statistic

p-value
.000

Testing at p <0.10 (Remark)

.199

.117

1.696

.094

Ho Rejected

.061

.123

.497

.621

Ho Accepted

.074

.091

.808

.421

Ho Accepted

.078

.079

.994

.323

Ho Accepted

.014

.104

.135

.893

Ho Accepted

.051

.128

.402

.689

Ho Accepted

.017

.112

.156

.877

Ho Accepted

.098

.096

1.029

.307

Ho Accepted

-.147

.092

-1.602

.113

Ho Accepted

.041

.082

.501

.618

Ho Accepted

-.021

.090

-.234

.816

Ho Accepted

.227

.106

2.152

.034

Ho Rejected

-.153

.118

-1.300

.197

Ho Accepted

.079

.103

.760

.449

Ho Accepted

.021

.084

.254

.800

Ho Accepted

-.150

.099

-1.512

.134

Ho Accepted

-.121

.130

-.932

.354

Ho Accepted

.120

.113

1.064

.291

Ho Accepted

.080

.089

.897

.372

Ho Accepted

-.007

.104

-.067

.947

Ho Accepted

.190

.129

1.475

.144

Ho Accepted

.196

.142

1.378

.172

Ho Accepted

FREQUENTLY_X1
PUNCTUALITY_X2
OPT_HOURS_X3
ACCESSIBILITY_X4
TRAVEL_TIME_X5
FARE_PRICE_X6
GENERAL_SAFETY_X7
SAFETY_WOMEN_X8
SAFETY_CHECKS_X9
CROWD_MGT_X10
FACILITIES_PHYS_SR_CITIZENS_X11
CLEANLINESS_X12
TEMPERATURE_X13
AUDIO_QUALITY_X14
SEATING _X15
CONNECTIONS_OTHER_TRANS_X16
ATMS_SHOPS_X17
ABNORMAL_INFO _X18
ENCROACHMENT_X19
SIGNAGE_INFO_X20
SATFFBEHAVIOUR_X21
COMPLAINT_HANDLE_X22

Removal of Autocorrelation (GLS)

REMOVAL OR REMEDY OF
AUTOCORRELATION DEPENDS ON THE
KNOWLEDGE ABOUT NATURE OF
INTERDEPENDENCE AMONG DISTURBANCES

and assume that the error terms follows the AR (1) scheme, namely ,

Knowing the value of (rho), the problem can be easily solved. In this study rho 1-d/2 is 0.09.
If
time holds true at time t, it also holds true at time (t-1). Hence,

Subtracting the above two equations we get,

Where

So, our final model is transformed in GLS which is expressed as

run regression to this new equation involving Y on X in difference form, not in original form
because et is no longer autocorrelated

Regression Analysis Techniques

Collinearity diagnostic: predictors that are highly collinear, i.e. linearly related, can

cause problems in estimating the regression coefficient. In this situation, the overall
p-value may significant but the p-value for each predictor may not be significant
o

Examine tolerance (defined as 1/1-R^2 and the Variance Inflation Factor (VIF) , Collinearity
diagnostic and Pearson correlation matrix
VIF

Status of predictors

VIF = 1

Not correlated, thus no Multicollinearity exist

1 < VIF < 5

Moderately correlated, thus multicollinearity exist

VIF > 5 to 10

Highly correlated, thus multicollinearity exist

(Ho): No statistically significant Multicollinearity between independent variables

(Ha): statistically significant Multicollinearity between independent variables

X1
.209

X2
X3
.318 .242

X4
X5 X6 X7 X8 X9 X10
.263 .355 .301 .319 .366 .264 .286

X2
X11 X12 X13 X14 X15 X16 X17 X18 X19 0 X21
.211 .334 .444 .346 .388 .604
.709 .378 .402 .510

.195

.233 .424

.273 .364 .363 .456 .396 .260

.391

.275 .325 .406

.319 .453 .383 .709

.118

.013 .022

.096 .232 .144 .309 .274

.119

.330

.136 .257 .122

.186 .505 .349 .378 .462

.230

.352 .213

.180 .356 .357 .345 .389 .206

.159

.193 .435 .505

.349 .326 .261 .402 .444

.136

.165 .232

.267 .277 .214 .286 .352 .325

.246

.289 .390 .526

.316 .303 .472 .510 .405 .221 .487

.169

.165 .231

.237 .252 .205 .355 .331 .249

.263

.147 .430 .436

.339 .360 .386 .412 .431 .324 .533 .744

.172

.160 .319

-.00 .272
4

.430

.231 .335 .230

.377 .358 .164 .376 .442 .426 .285 .397

X22
.412

X23
.376

.462 .444 .405

.431

.442

.271 .221

.324

.426

.487

.533

.285

.744

.397

ATMS_SHOPS_X17
ABNORMAL_INFO _X18
ENCROACHMENT_X19
.271

SIGNAGE_INFO_X20
SATFFBEHAVIOUR_X21
.596

COMPLAINT_HANDLE_X22
QUEUE_BOOKING_X23

.172

.271 .233 .094

.596

First way to Detect multicolinearity via Pearson Correlation:

-By inspection of correlation matrix for high pairwise correlations value of +/- 0.70 between independent
variables
-there exists collinearity :
between ATMS_SHOPS_X17 and ABNORMAL_INFO _X18 (r = 0.709) and
between SATFFBEHAVIOUR_X21 and COMPLAINT_HANDLE_X22 (r = 0.744)

This is not sufficient, since multicollinearity can exist with no pairwise correlations being high

Remarks

Toleran
ce

VIF

FREQUENTLY_X1

0.433

2.308

PUNCTUALITY_X2

0.397

2.518

OPT_HOURS_X3

0.471

2.125

ACCESSIBILITY_X4

0.604

1.654

TRAVEL_TIME_X5

0.418

2.394

FARE_PRICE_X6

0.47

2.129

GENERAL_SAFETY_X7

0.369

2.708

SAFETY_WOMEN_X8

0.431

2.318

SAFETY_CHECKS_X9

0.421

2.373

CROWD_MGT_X10
FACILITIES_PHYS_SR_CITIZE
NS_X11

0.471

2.121

0.499

2.003

CLEANLINESS_X12

0.446

2.24

TEMPERATURE_X13

0.352

2.839

AUDIO_QUALITY_X14

0.46

2.175

SEATING _X15
CONNECTIONS_OTHER_TRAN
S_X16

0.431

2.321

0.397

2.52

ATMS_SHOPS_X17

0.288

3.468

ABNORMAL_INFO _X18

0.313

3.199

ENCROACHMENT_X19

0.445

2.248

SIGNAGE_INFO_X20

0.479

2.086

SATFFBEHAVIOUR_X21

0.315

3.176

COMPLAINT_HANDLE_X22

0.239

4.179

QUEUE_BOOKING_X23

0.375

2.665

multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist
multicollinearity exist

Second way to Detect multicolinearity

via Tolerance and VIF:
-statistically
moderately
correlated
multicollinearity
between
independent
variables as variables are under 1 < VIF < 5

Dimension
1

Eigenvalue
22.667

Condition Index
1.000

.212

10.351

.168

11.606

.123

13.603

.113

14.176

.102

14.933

.082

16.617

.078

17.010

.064

18.788

10

.063

18.970

11

.049

21.494

12

.039

24.258

13

.034

25.720

14

.030

27.553

15

.028

28.300

16

.026

29.518

17

.022

31.821

18

.021

32.541

19

.019

34.283

20

.016

37.110

21

.014

40.438

22

.011

44.565

23

.010

48.495

24

.008

52.799

Third way to Detect multicolinearity

via Condition Index:
-condition indices of 30 to 100 generally
indicating moderate to strong collinearities
combined with at least 2 high numbers
(say greater than 0.5) in a "variance
proportion"
row
a
sign
of
multicollinearity exits

Strong multicollinearity
exists

Moderate
multicollinearity exists

Removal of Multicollinearity
REMOVAL OR REMEDY OF
MULTICOLLINEARITY DEPENDS ON THE
KNOWLEDGE ABOUT NATURE OF
INTERDEPENDENCE AMONG INDEPENDENT
VARIABLES

 Additional or new observations:

impact of multicollinearity can be reduced by increasing the sample size of

this study

Factor Analysis:

Use Principal Components Factor Analysis to solve problem of presence of

multicollinearity. This method reduce dimensions

Dropping Variable:

remove highly correlated predictors from the model. we used stepwise

regression, backward regression and forward regression to remove these
variables

Best Delhi Metro Customer Satisfaction Model Equation using Stepwise, backward and forward regressions :

Model Summaryb

Model

.690

Change Statistics
Std.
Error of
R
F
R
Adjusted
the
Square Chang
Sig. F
Square R Square Estimate Change
e
df1 df2 Change
.476

.443

.663

.476

14.523

96

.000

Remarks
DurbinWatson
1.995

Accept Ho: No Auto

Correlation (~2.000)

The adjusted R^2 has improved from 40.5% to 44.3% and the Standard Error of the Estimate has
decreased from 68.5% to 66.3% towards customer satisfaction
F=0.000 (F statistic= 14.523 with d.f. =6, 96) is less than both p=0.05 and therefore the model is
statistically significant.
ANOVAb
Sum of
Squares

df

Mean Square

Sig.

Regression

38.316

6.386

14.523

.000

Residual

42.211

96

.440

Total

80.527

102

Model
1

Best Delhi Metro Customer Satisfaction Model Equation using Stepwise, backward and forward regressions :

Coefficients
Unstandardized

Remarks

Collinearity

Coefficients

Testing at p

Statistics

Remarks

<0.10 and
p=<0.05
Model
1

Std. Error

Sig.

2.328

.398

5.855

.000

FREQUENTLY_X1

.274

.080

3.426

.001

.875

1.143

OPT_HOURS_X3

.117

.064

1.822

.072

.893

1.120

CLEANLINESS_X12

.232

.079

2.922

.004

.742

1.347

CONNECTIONS_OTHER_TR

-.145

.069

-2.091

.039

.764

1.309

-.129

.063

2.050

.043

.826

1.211

.306

.081

3.782

.000

.694

1.440

(Constant)

(Remark)
Reject Ho

Tolerance

VIF
Reject Ho,
1<VIF<5
Moderately
correlated, thus
multicollinearity
exist

ANS_X16
ENCROACHMENT_X19
COMPLAINT_HANDLE_X22

six variables show a significant relationship with customer satisfaction at 10% sign level

Regression Analysis Techniques

Heteroscedasicity: means that the error variance associated with the model

is not equal across independent variables

Spearman's Coefficient of Rank Correlation is used
o This test is a part of non- parametric statistics i.e., does not requires data to be
normally distributed and have the same variance or variant. The value of Spearmans
rank correlation coefficient ranges from -1 to +1

(Ho): No statistically significant Heteroscedasicity (equal variance)

error/disturbance terms
(Ha): statistically significant heteroscedasicity (unequal variance)
error/disturbance terms
o If the value of sign < 0.05, then there is a relationship between variables
o If the value of sign > 0.05, then there is no correlation relationship between variables

there is statistically significant heteroscedasicity (unequal variance)

in
in

Removal of Heteroscedasticity
REMOVAL OR REMEDY OF
HETEROSCEDASTICITY DEPENDS ON THE
KNOWLEDGE ABOUT NATURE OF AMONG THE
UNEQUAL VARIANCE BETWEEN
INDEPENDENT VARIABLES

 Apply a weighted least squares estimation method, in which OLS is applied

to transformed or weighted values of X and Y. The weights vary over

observations, usually depending on the changing error variances.
Use a different specification for the model (different X variables, or perhaps

nonlinear transformations of the X variables).

Respondent Delhi Metro Service Improvement Areas

18-24 Years

Conclusion
Regression model identifies the two key factors that influence customers satisfaction

frequency

cleanliness

Best regression model predict that only following factors are significantly influence

customers satisfaction

frequent of metros
operational hours of metro
cleanliness of metros/stations
metro connections with other transportations
encroachment and tackling beggars outside metro stations
complaint handle system

Moving Forward
Continuously improve the survey
Delete, add and change questions
add more sample size to improve the model
Responses especially from elderly metro riders
Compare with other data points (secondary & Primary researches) for the broader

picture