Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) Methods for Intermediate Public Transport System in Imphal, Manipur

Abstract

Intermediate Public Transport (IPT) system plays an important role in the overall efficient and effective operation of a transportation system in a city area. Efficient operation of the IPT is a key factor for the improvement of living conditions of the public. The exploration of service quality of IPT is necessary to provide a better service and improving the economic condition of the state. In this paper, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods has been discussed to determine the level of satisfaction of IPT (Auto/Shared Auto/E-rickshaw) commuters in the capital city of Manipur state. A questionnaire survey was conducted regarding the customer level of satisfaction in various wards in the Imphal Municipality area. From the study it was observed that CSI is half of the total IPT commuters which indicate unsatisfactory for the present condition. The study using the IPT method also shows that four attributes are in the top priority, three attributes are to be maintained, eight attributes have low priority, and six attributes have excess priority.