Public transportation helps the people to move from one place to another for employment, education, institutional resources, medical help, recreational opportunities etc. Public transportation always helped in enhancing business opportunities. However, the Bangalore city is developing so fast that each one of them are able to have their own vehicle. This has increased the number of vehicles and become one of the main reasons for the air pollution. To overcome this heavy traffic Namma Metro ("Our Metro" in Kannada), also known as Bengaluru Metro has come up to serve the city of Bengaluru. This study is going to help the government in getting some practical insights in improving the automated service in Metro project in future. The findings of the study show that the automated service attributes convenience and customization contribute towards the service encounter satisfaction which then leads to customer retention. It was also found that service attribute convenience play an important role in determining the technological acceptance and customer retention.