Demographic Analysis, Patron Satisfaction, And Suggestions Within the Light Rail Transit (LRT) Line 2 Service: A Scholarly-Based Service Enhancement Matrix

Abstract

Jenny Y. Fajardo, Bhaby Lhyn B. Hernandez, Jamaica S. Passi, Florinda G. Vigonte and Marmelo V. Abante

Transportation is essential in order for society to function properly and to sustain economic activity, trade, travel, and other aspects of modern life. The efficiency and accessibility of transport networks are critical to the development and well-being of nations and communities. Customer satisfaction plays a crucial role in the advancement of future public transportation. The researchers want to examine the relationship between the existing condition and potential solutions. This study provides possible solutions and improvement proposals for the Line 2 System Commuter of the Light Rail Transit Authority. A total of 138 passengers were given survey questionnaires as the respondents of the study. Frequency, Percentage, Ranking, Weighted Mean, Standard Deviation, and Chi-Square Test were used as statistical tools to analyze the results using the IBM Statistical Package for Social Sciences (SPSS). The finding reveals that there is a significant relationship between the respondents' demographic profile and customer satisfaction in the LRT Line 2 system as computed P values are lesser than 0.05. Furthermore, the researchers proposed service enhancement for the service quality in terms of timeliness, safety and security, accessibility and comfort of train facilities, ticketing system, and information and customer service.

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