Measuring the effectiveness of first service encounter in public transportation: an empirical investigation

Platform is crucial interface between commuters and public transport organisation as maximum service encounter occurs at platform. services are neglected area of the research although it set expectation customers, gives clue creates first impression about quality services. This study part comprehensive project which was carried out to measure perception regarding effectiveness different kinds delivered by Delhi Metro. In present study, total 1,015 samples were taken from all 160 metro stations using survey method. Qualitative technique used for extraction variables while multivariate regression analysis employed process data. The result depicts that updated information, number directional signage cleanliness has most significant impact on customer satisfaction medical facility platform a least important factor.