Dimensions Criterion Average Score Expectation Score

Overall physical appearance 4.26

Tangibles Employee grooming 3.92 4.08
Cleanliness 4.07
Prompt metro service 4.11
Reliability Train/Machinery breakdown 5 4.38
Staff’s knowledge about routes 4.03

Understanding the customer 3.77

Responsiveness needs 3.86
Complaint addressing 3.96
Assurance Consistent Frequency of trains 4.14 4.14
Operating hours 4.14
Empathy Approachable staff 4.11
4.00
Facilities for the specially abled 3.77

Dimensions Criterion Average Score Perception Score

Overall physical appearance 4.29
Tangibles Employee grooming 3.85 4.15
Cleanliness 4.33
Prompt metro service 4.00
Reliability Train/Machinery breakdown 5 4.34
Staff’s knowledge about routes 4.03

Understanding the customer 3.85

Responsiveness needs 3.81
Complaint addressing 3.77
Assurance Consistent Frequency of trains 3.81 3.81
Operating hours 3.40
Empathy Approachable staff 3.81 3.58

Facilities for the specially abled 3.55

Dimensions Expectation Perception Gap 5 Score Rank
Score Score
Tangibles 4.08 4.15 0.07 5
Reliability 4.38 4.34 -0.04 4
Responsiveness 3.86 3.81 -0.05 3
Assurance 4.14 3.81 -0.33 2
Empathy 4.00 3.58 -0.42 1