CUSTOMER SATISFACTION TOWARDS DELHI METRO RAIL CORPORATION

Abstract

Customer, a significant stakeholder for a business. The overall experience of a customer with the products(s) and service(s) of a firm determines customer satisfaction, which further determines the customer retention, customer repurchase, revenue generation, profitability, market share and also play an important role in its sustainability. The firm’s efforts are now concentrated themselves as customer centric and are therefore, measuring the levels of customer satisfaction and trying to find out the areas for improvement. The study is focused, firstly, to identify the level of customer satisfaction towards Delhi Metro Rail Corporation, using questionnaire method. Secondly, to identify the various factors influencing customer satisfaction towards Delhi Metro Rail Corporation. Thirdly, to identify the most influencing factor of customer satisfaction towards Delhi Metro Rail Corporation. The sample comprises 40 respondents who are using the services of DMRC.