Bengaluru Namma Metro Through the Servqual Lens: A Study of Passenger Experiences

Abstract

Passengers constitute the fundamental core of any transportation system, thus underscoring the importance of providing high-quality services to attract and retain them. Service quality is integral to fostering customer loyalty and satisfaction. Furthermore, effective customer segmentation is essential for the strategic marketing and delivery of services. A comprehensive understanding of the diverse needs and expectations of various customer segments is crucial for developing targeted operational strategies that enhance service delivery. The Bengaluru Namma Metro serves as a rapid transit system for the city of Bengaluru in Karnataka, India