Squeezed Spaces, Shrinking Satisfaction: A Study of Perceived Crowding in Mumbai’s Public Transport System

Gayatri Kaple () and Husaina Petiwala
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Gayatri Kaple: ITM Skills University, ITM Business School
Husaina Petiwala: ITM Skills University, ITM Business School

A chapter in Proceedings of the International Conference on Operations & Supply Chain Management 2025 (ICOSCM 2025), 2025, pp 278-289 from Springer

Abstract: Abstract Mumbai’s public transportation system is the backbone of the city, moving millions daily through trains, buses, metros, and more. However, the growing issue of crowding continues to affect passenger satisfaction, safety, and overall travel experience. The study explores the relationship between perceived crowding and commuter satisfaction, supported by both primary and secondary data. The findings highlight how overcrowding, ageing infrastructure, and communication gaps are impacting users, especially those from vulnerable groups. In light of this, the present study offers practical, user-focused recommendations to ease crowding, improve accessibility, and enhance real-time communication. A people-centric, data-driven approach is key to making Mumbai’s public transport system safer, more reliable, and truly inclusive.

Keywords: Public Transportation; Passenger Satisfaction; Perceived Crowding; Mumbai City; Urban Mobility (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-914-8_19

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