IMPACT OF DEMOGRAPHIC CHARACTERISTICS ON THE USAGE PATTERN OF METRO SERVICES IN BENGALURU: AN EXPLORATORY STUDY

Abstract

The present study focuses on how demographic characteristics of metro commuters influence the usage pattern and service dependency of metro commuters in Bengaluru. A sample of 407 respondents was drawn through stratified random sampling from two major metro-connected areas. Moreover, the study examines the mediating role played by overall satisfaction between perceived service quality and service dependency. Using the exploratory methodology supported by correlation analysis and regression analysisand  mediation testing through the Baron & Kenny (1986) approach, the results have shown that age, gender, incomeand  occupation have significant impacts on service dependency. Also, overall satisfaction partially mediates between service quality and service dependency. The findings have implications for prioritizing demographic-specific improvements by urban transport planners and Namma Metro authorities.