Digital Transformation and Users Satisfaction Towards CMRL - Chennai Metro Rail Limited

Abstract

The focus, on advancement has grown within transportation systems, including the Chennai Metro Rail Limited (CMRL) aiming to enrich services and enhance user happiness. This research investigates the digital transformation initiatives, impacts and user satisfaction with CMRL utilizing a blend of methods like surveys, interviews and data analysis of user input. The study’s mainly discovers the efforts in transformation like implementing ticketing systems, real time information displays and mobile applications have a positive effect on user satisfaction levels. Commuters value the ease and effectiveness of these offerings resulting in overall satisfaction scores. Furthermore the research highlights areas that could be improved such as integration of services enhanced user interfaces and stronger links, with other modes of transportation. The study suggests that CMRL's digital transformation initiatives have had a positive impact on user satisfaction.