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Prioritizing Metro Service Quality Attributes to Enhance Commuter Experience: TOPSIS Ranking and Importance Satisfaction Analysis methods

Lookup NU author(s): Dr Dilum Dissanayake



This is the authors' accepted manuscript of an article that has been published in its final definitive form by Sage, 2020.

For re-use rights please refer to the publisher's terms and conditions.


A metro infrastructure, facility and service quality investigation based on commuter perception was conducted in this study to explore and prioritize the key attributes influencing overall metro service quality in typical Indian context. Based on the critical state of the art review, 12 key attributes were identified and they were accommodated in a paper based questionnaire to elicit commuter perception of importance and satisfaction by using a five point Likert scale. Subsequently, TOPSIS, an extensively adopted Multi attribute decision making technique, was carried out to rank the attributes with respect to perceived importance and satisfaction. Then an importance satisfaction analysis (ISA) was conducted to further classify the attributes in four quadrants based on their perceived degree of importance and satisfaction using an ISA matrix. Finally, the derived results from the TOPSIS and ISA analysis were combined and compared to obtain a prioritized set of attributes requiring intervention for better metro service quality in Indian context. Results of this study clearly indicated the relative strengths and weaknesses of each metro service/infrastructure specific attribute and presented the probable role of metro authorities for each of them. Attributes such as, Metro fare, Connection to metro and Metro frequency were observed to be the most important but were not performing satisfactorily, indicating that more emphasis is required on these attributes for improving the overall quality of travel by metro rail in Indian context. Hence, this methodology would be instrumental to detect a set of priority areas of improvement in metro rail service, which could contribute to retain the existing commuters and attract new metro users.

Publication metadata

Author(s): Majumdar BB, Dissanayake D, Rajput AS, Saw Y, Sahu PK

Publication type: Article

Publication status: Published

Journal: Transportation Research Record

Year: 2020

Volume: 2674

Issue: 6

Pages: 124-139

Print publication date: 01/06/2020

Online publication date: 09/05/2020

Acceptance date: 19/03/2020

Date deposited: 28/05/2020

ISSN (print): 0361-1981

ISSN (electronic): 2169-4052

Publisher: Sage


DOI: 10.1177/0361198120917972


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