Investigating The Role Of Technology In Enhancing The Customer Experience In Uttar Pradesh Metro Rail Corporation

Abstract

This paper discusses the effect of technology-based initiatives on passenger satisfaction. Mobile apps and digital ticketing and the associated functionality (journey planning, live tracking, etc) are the main areas of interest. Researchers have used a survey to gather data on a group of 300 passengers of Uttar Pradesh traveling in the metro by creating a structured survey and analysing it by means of descriptive statistics, correlation, independent t-tests, ANOVA and regression analysis. The results show a great incidence of mobile application use and digital ticketing, where the average satisfaction rates are measured at 3.83 to 4.24 out of 5. In fact, correlation analysis showed that there is a positive correlation between satisfaction and app usage correlating at a moderate level (r = 0.328, p < 0.01). The independent t-tests demonstrated the digital ticketing users to be demonstrably more satisfied than other participants whereas the regression indicated the ease of navigation and the amount of time they use the app as the major predictors. The study ended by stating that technology integration contributes greatly to customer experience with both hypotheses of the research being widely confirmed.