DELHI METRO RAIL CORPORATION

A Project Report On

Delhi Metro Rail Corporation

A project report submitted during Market Research- Consumer Behavior on DMRC PGDM 1st Trimester Batch 2012-2014 Sec B

Submitted toSubmitted ByProf. Mukesh Porwal Mehrotra Rahul

Acknowledgement
With sincere thoughts and deep sense of gratitude I would like to acknowledge the contribution of following groups and individual to the development of my
Delhi Metro Rail Corporation

project and successful completion of the Management Research Project in the partial fulfillment of the requirement of PGDM program of Institute of Technology Mohan Nagar Ghaziabad. In the line I would like to extend our first and foremost gratitude to my guide Prof. Mukesh Porwal, who has been the key person for me in getting corporate exposure. He is the person with whose guidance we learned the difference between the theory and practical application of the concept of knowledge workers. Also, he kept a close supervision on me and guided me at every step.

Delhi Metro Rail Corporation

Declaration
We hereby declare that project report entitled Market Research-

Consumer Behavior on DMRC is written and submitted by me under the guidance of Prof. Mukesh Porwal is our project.

The finding and interpretations in the report are based on the data collected by our group during the survey.

Delhi Metro Rail Corporation

Delhi Metro Rail Corporation

Introduction
For implementation and subsequent operation of Delhi MRTS, a company under the name DELHI METRO RAIL CORPORATION was registered on 03-05-95 under the Companies Act, 1956. DMRC has equal equity participation from GOI and GNCTD. DMRC project change the life of Indian commuter. It is known as life line of people. Earlier this project successfully executed in Calcutta. Then DMRC started this project in Delhi, NCR (Delhi, Gurgaon, Noida). The main objective behind this project was to reduce traffic on road, make passengers life easy and save their time, before these buses, auto was known as main medium of transportation. When metro introduced in metro cities like Kolkata, Delhi & NCR. It saves the time as well as it is very convenient and cheaper in comparison to other medium. In Delhi, NCR it connect every area of Delhi. Some where it is underground. Metro minimum fare is 8 Rs. Now first two compartments are reserved for Women's. It also provide metro card. It saves the passengers time and money. They don't need to stand in line for taking token. It gives gift to people of 21st century. Metro is totally air conditioner. It maintenance is very nice with all the platforms are very neat and clean peoples are restricted to carry eating and drinking material to prevent unnecessary harness to metro coaches and platform. Its aim is to connect whole Delhi & NCR till 2021. Its staff is Very qualified, well behaved and cultured. In every metro station there are enquiry windows. People can ask them or they can see metro route then they come to know from where they should catch and change the metro. Metro is available at every three minutes at any metro station. Metro technology is taken from foreign countries it coaches are designed to give space for more passengers. Metro's fare is also very cheaper so every person and afford it. Metro reduces the traffic issues it's also helpful in rainy seasons where buses, vehicles get jammed in traffic. It ensures the passengers that they will reach their destinations at time. It started early in morning around 6 am and last metro runs at 11 pm.

Delhi Metro Rail Corporation

Objectives
1. Consumer behavior survey To find the percentage of satisfaction among customer
towards DMRC.

2. The objective of research is to discover answers to questions through

the application of Consumer behavior.

3. We want to know about the services and feedback from the daily user
and the loyal consumers about the DMRC (NCR).

4. In what extent DMRC change the life style of the consumers in NCR
region.

Delhi Metro Rail Corporation

Research Methodology
1. Assemble the survey team. 2. Make the questionnaires required. 3. Collect customer contact data. 4. Selection of samples for the survey. 5. Visiting the DMRC Center for customers feedback 6. Get the questionnaires filled by customers and collect the required information from the customer. 7. Evaluate the questionnaires. 8. Analyze the finding.

SERVEY TEAM:A survey team of five people was prepared under the guidance of Prof. Mukesh Porwal. Once prepared the team had to meet for discussing and clarify survey procedures especially the following: Things that were to be covered in the survey according to the priorities of

the DMRC. How the survey was to be done. Meeting at proper intervals.

Delhi Metro Rail Corporation

MAKE THE QUESTIONNARIES REQUIRED: Taking into consideration various services of DMRC to improve the facilities and services the questionnaires was formed.

COLLECT CUSTOMER CONTACT DATA: The data relating to customer of the DMRC was collected from Vaishali .

AREA FOR THE SURVEY: The area covered during the survey was Anand-Vihar,Vaishali,Kaushambi.

GET THE QUESTIONNAIRRES FILLED & COLLECT THE REQUIRED INFORMATION FROM THE CUSTOMER: The customer of DMRC filled the questionnaires and the required data was collected.

EVALUATE THE QUESTIONNARIRE: After the collection and calculated data was presented by graphs using excel.

INTERPRET THE FINDING: On the basis of calculations and analysis, suggestions and recommendations were made.

Delhi Metro Rail Corporation

SAMPLE SIZE: Sample size was 84.

Delhi Metro Rail Corporation

Data Analysis & Finding

Q(1) Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)? (A) Yes (B) No A B Yes No 99% 1%

99% people Frequently user of DMRC

Q (2) How many times you travel in a day? (A) Once (B) Twice (C) Thrice (D) More than thrice

Delhi Metro Rail Corporation

37% people use DMRC in Once 34% twice. Q (3) Do you use metro? (A) Occasionally (B) Regularly A B Occasionally Regularly 63% 37%

63% people uses DMRC Occasionally

Delhi Metro Rail Corporation

Q (4) Do you find its fare costly? (A) Yes (B) No A B Yes No 38% 62%

62% people told that fair is not Costly Q (5) Do you feel Delhi metro helps to solve the transportation problem? (A) Yes (B) No A B Yes No 99% 1%

99% people says DMRC reduce transportation problem

Delhi Metro Rail Corporation

Q (6) Do you feel safe in DMRC services? (A) Yes (B) No A B Yes No 97% 3%

97% people says DMRC is safe Q(7) Do you feel DMRC has reduced traffic and time in NCR? (A) Yes (B) No A B Yes No 88% 12%

88% people says DMRC reduce the traffic problem

Delhi Metro Rail Corporation

Q (8) Would you like to see Metro network in all NCR region also? (A) Yes (B) No A B Yes No 98% 2%

98% people like to see Metro in all NCR Q(9) Do you feel Delhi Metro should work 24x7 ? (A) Yes (B) No A B Yes No 94% 6%

94% people says Metro should work 24*7

Delhi Metro Rail Corporation

Q (10) Are you satisfied with the service of DMRC? (A) Yes (B) No A B Yes No 98% 2%

98% people satisfied with DMRC services

Q(11) Do you feel DMRC change your life style? (A)Yes (B)No (C)What? A B Yes No 98% 2%

98% people says DMRC change life style

Delhi Metro Rail Corporation

Recommendation & Suggestions

There should be a secure parking place near every metro station. Improve feeder bus system for adjoining area to Metro Station. There should be proper connectivity between employees and customers.

Higher fare structure of Metro in comparison to the other modes of Public transport was not liked by its customers and they demand for charging less fare.

There should be quick metro service in jam packed metro station. There should be limited capacity to enter in metro. Proper toilet facility is provided in metro stations. Compartment should be increased in festival period.

Coach should be separately for the senior citizen and physically challenge people.

Metro should be work 24*7. Metro bus should be increased to carry the passenger.

Delhi Metro Rail Corporation

DMRC has appointed volunteers for checking the discipline.

There must be a limit on the size and type of goods to be carried in the metro because I have seen many small scale workers carrying really big and heavy bags into the metro, placing them on the floor and occupying the space of 5 people and also creating uncomforted for other commuters.

Most of the illiterates sit on the floor of the metro in the last compartment.

DMRC provide a x-ray machines at EVERY station because the security men almost every time just fulfill a formality and not check properly. So pls check properly.

Metro must have security cameras inside the trains also because I have seen many commuters fighting in the metro for petty matters and creating a lot of nuisance. many people also eat inside the metro. So to check this Time to time.

Delhi Metro Rail Corporation

Conclusion:After doing all the research and analysis in DMRC(NCR) , Delhi metro is a very profitable organization and people are very happy with the way metro is operating its operations. The satisfaction level of its customers is high and people would like to travel in it in comparison to other means of transport.

Delhi Metro Rail Corporation

Bibliography
1. 2. 3. 4.
www.delhimetrorail.com/ en.wikipedia.org/wiki/Delhi_Metro www.delhi-metro.in/ www.businessline.com

5. Agnihotri P.Y., Armstrong G., Haque E., Kotler Philip (2011)

Principles of Marketing 13th Edition Publisher: Dorling Kindersley (India) Pvt Ltd.

Delhi Metro Rail Corporation

QUESTIONNAIRE
Name: Gender Age: Contact No:
Q(1) Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)? (A) Yes (B) No Q (2) How many times you travel in a day? (A) Once (B) Twice (C) Thrice (D) More than thrice Q (3) Do you use metro? (A) Occasionally (B) Regularly Q (4) Do you find its fare costly? (A) Yes (B) No Q (5) Do you feel Delhi metro helps to solve the transportation problem? (A) Yes (B) No Q (6) Do you feel safe in DMRC services? (A) Yes (B) No Q(7) Do you feel DMRC has reduced traffic and time in NCR?

Occupation:

Delhi Metro Rail Corporation

(A) Yes (B) No Q (8) Would you like to see Metro network in all NCR region also? (A) Yes (B) No Q(9) Do you feel Delhi Metro should work 24x7 ? (A) Yes (B) No Q (10) Are you satisfied with the service of DMRC? (A) Yes (B) No

Q(11) Do you feel DMRC change your life style? (A)Yes (B)No (C)What? ## Any advice you want to give to improve the facility of DMRC in NCR. * ...

Delhi Metro Rail Corporation