Journey towards World Class Stations: An Assessment of Platform Amenities at Allahabad Junction
Journal of Public Transportation, Vol. 19, No. 1, 2016 78
remainder are near the borderline. us, it is concluded that passenger satisfaction is
moderate for the majority of amenities.
Maximum amenities (refreshment quality, refreshment affordability, washroom facility,
cleanliness at platforms, cleanliness near waiting room, cleanliness near seating chairs,
cleanliness in washrooms, cleanliness near refreshment stalls, cleanliness near water
points, security for self, and police assistance booths) are located in the MS–HI zone,
indicating that passengers are moderately satisfied with most of the amenities that are
important to them. Zone LS–MI has only three amenities (cleanliness on tracks, security
of luggage, and availability of escalators) that are moderately important for passengers,
and their satisfaction level is on the lower side. For the four amenities located in the
MS–MI zone (fans in platforms, waiting time at enquiry counters, ATMs, and mobile
charging points), the satisfaction level is on par with the level of importance. Platform
display, accessibility of other modes of transportation, and availability of foot-over
bridges are in the HS–MI zone, and accessibility of station on foot, four-wheeler parking
space, waiting time for travel-related information, and cloak room are in the MS–LI
zone, which shows that, in all, there are seven amenities with which the satisfaction level
of passengers exceeds their importance level. Two amenities, refreshment affordability
and washroom facility, are on the border of the MS–MI and HS–MI zones and the MS–
HI and MS–MI zones, respectively, which implies that a concentrated effort could check
the location of these amenities in the lower zone.
Customer Satisfaction Index (CSI)
Priority-wise, items for improvement per the CSI (see Table 4) are availability of escalators,
cleanliness on tracks, security of luggage, security of self, cleanliness in washrooms,
refreshment quality, cleanliness at platforms, washroom facility, cleanliness near
refreshment stalls, police assistance booths, cleanliness near waiting room, cleanliness
near water points, refreshment affordability, and cleanliness near seating chairs.
TABLE 4.
Priority List of Items for
Improvement
Amenities Customer Satisfaction Index
1 Availability of escalators 9.43
2 Cleanliness on tracks 10.85
3 Security of luggage 11.31
4 Security of self 12.42
5 Cleanliness in washrooms 12.68
6 Refreshment quality 13.41
7 Cleanliness at platforms 13.68
8 Washroom facility 13.77
9 Cleanliness near refreshment stalls 13.87
10 Police assistance booths 13.99
11 Cleanliness near waiting room 14.09
12 Cleanliness near water points 14.32
13 Refreshment affordability 14.36
14 Cleanliness near seating chairs 14.61