Exploring Service Quality and Sustainable Commuter Intentions in Kochi Water Metro

Authors

  • Christy George M.J PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala Author
  • Riya Mary PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala Author https://orcid.org/0000-0002-5415-1301
  • John Mathew PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala Author https://orcid.org/0009-0008-0083-5696
  • Liya Peter PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala Author https://orcid.org/0000-0003-4648-4250
  • Eleena A Y Student (M.Com), PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala Author

DOI:

https://doi.org/10.31305/rrijm2025.v05.n03.006

Keywords:

Service Quality, Behavioural Intention, SERVQUAL, Kochi Water Metro, Sustainable Transport, Public Transit

Abstract

Public transportation is the lifeline of urban economies, playing a crucial role in sustainability, accessibility, and overall quality of life. As urban congestion continues to rise, cities in India are grappling with the challenge of managing rapid growth while being ecologically responsible. The Kochi Water Metro, introduced by Kochi Metro Rail Limited (KMRL), is a groundbreaking initiative as India’s first integrated water-based public transport system, designed to provide sustainable, efficient, and user-friendly mobility options. This study delves into how various aspects of service quality—like tangibility, reliability, responsiveness, assurance, and empathy—affect the behavioral intentions of passengers using the Kochi Water Metro. By applying the SERVQUAL model and gathering data from 204 participants through a structured questionnaire, the research explores the impact of perceived service quality on commuter satisfaction and loyalty. To test the hypotheses, statistical methods such as correlation and regression analyses are utilized. The findings aim to assist policymakers and KMRL in enhancing service delivery, boosting commuter satisfaction, and better integrating water-based transport into broader sustainable urban mobility frameworks. Keywords: Service Quality, Behavioral Intention, SERVQUAL, Kochi Water Metro, Sustainable Transport, Public Transit.

Author Biographies

  • Christy George M.J, PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala

    Mr. Christy George M. J. holds a Master’s Degree in Commerce from Mahatma Gandhi University, with specialisation in Finance and has over twelve years of teaching experience in higher education. He is specialised in the area of Sustainable Tourism, reflecting his strong commitment to promoting sustainable and community-oriented business practices. His academic and research interests span Taxation, Marketing, Sustainable Business, and Tourism Studies. Mr. Christy George is currently serving as an Assistant Professor and Head of the PG and Research Department of Commerce, St Pauls College, Kalamassery, where he actively engages in teaching, mentoring, and research initiatives that integrate sustainability with commerce and management education.

  • Riya Mary, PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala

    Dr. Riya Mary holds a Ph.D. in Commerce from Mahatma Gandhi University, Kottayam, with over a decade of teaching and research experience in higher education. Her doctoral research focused on Green Consumerism in Kerala with Special Reference to Fast-Moving Consumer Goods. She also holds an M.Com with a specialisation in Finance from St. Xavier’s College under Mahatma Gandhi University and an M.A. in Clinical Psychology from Indira Gandhi National Open University. Dr. Riya is currently serving as an Assistant Professor in the PG and Research Department of Commerce at St. Paul’s College, Kalamassery. Prior to this, she was associated with the Department of Commerce and Professional Studies at Rajagiri College of Social Sciences (Autonomous), Kochi. Her academic and research interests include Green Marketing, Organisational Behaviour, Income Tax, Entrepreneurship, Human Resource Management, and Business Management.

  • John Mathew, PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala

    Dr. John Mathew received his Bachelor’s Degree in Commerce from Mahatma Gandhi University, Kerala, India, and Master of Commerce (M.Com) with specialization in Finance from the same university. He was awarded his Ph.D. in Commerce for his research on Behavioural Finance. He is currently working as Assistant Professor in the PG & Research Department of Commerce at St. Paul’s College, Kalamassery, Kerala, India. He has several years of teaching and research experience and has guided numerous undergraduate and postgraduate students in their academic projects. His research interests include marketing management, consumer behaviour, entrepreneurship, and Behavioural Finance. Dr. Mathew has presented research papers at national and international conferences and has published articles in reputed journals. He actively participates in academic and institutional development programmes and contributes to curriculum design and academic quality enhancement at St. Paul’s College.

  • Liya Peter, PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala

    Dr Liya Peter received her Bachelor of Commerce (B.Com)with specialisation in Finance and Taxation and Master of Commerce (M.Com) with specialisation in Finance from Mahatma Gandhi University, Kottayam, Kerala, India. She obtained her PhD. Degree in the Faculty of Management, Humanities and Social Sciences from Kerala University of Fisheries and Ocean Studies, Kerala, India. She is currently working as an Assistant Professor, PG & Research Department of Commerce, St. Paul’s College, Kalamassery, Kerala, India. She has extensive experience in teaching and research, with specialisations in Accounting, Marketing, Finance, and Behavioural Studies. Her research interests include self-efficacy, consumer behaviour, and financial decision-making, with several publications in national and international peer-reviewed journals. Dr Peter actively engages in projects exploring psychological and behavioural aspects of marketing and finance, bridging theoretical insights with practical applications. She is dedicated to mentoring students and promoting innovative research in the fields of commerce and management.

  • Eleena A Y, Student (M.Com), PG and Research Department of Commerce, St Paul’s College, Kalamassery, Kerala

    Ms. Eleena A Y is a Postgraduate student pursuing Master of Commerce (M.Com) at St. Paul’s College, Kalamassery, affiliated to Mahatma Gandhi University, Kottayam. With a keen interest in the fields of Finance, Marketing, and Sustainable Business Practices.

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Published

2025-09-30

Issue

Vol. 5 No. 3 (2025): RRIJM [JUL-SEP]

Section

Articles

How to Cite

Christy George, M., Mary, R., Mathew, J., Peter, L., & Eleena, A. Y. (2025). Exploring Service Quality and Sustainable Commuter Intentions in Kochi Water Metro. Revista Review Index Journal of Multidisciplinary, 5(3), 41-49. https://doi.org/10.31305/rrijm2025.v05.n03.006