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Final gsrtc

  1. 1. GSRTC A study On SATISFACTION LEVEL OF PASSANGERS OF “GSRTC BUS SERVICE” A PROJECT REPORT Submitted by; PANCHAL MIHIR R.JOSHJI YAKIN B. In partial fulfillment for the award of the degree Of MASTER of Business Administration Under the guidance of;MS. HEMALI BROKER MR. ANAND NAGRECHA Submitted to; Leelaben dashrathbhai ramdas Patel institute of Technology and research Academic year – 2012-2013LDRP-ITR Page 1
  2. 2. GSRTC Preface Theoretical knowledge just provides the base and it’s not sufficient to produce agood manager that’s why practical knowledge is needed. Therefore the research product is an essential requirement for the studentof MBA. This research project not only helps the student to utilize his skills properly learn fieldrealities but also provides a chance to the organization to find out talent among the buddingmanagers in the very beginning. Transport is the essential convenience with which people not just connect butProgress also. Throughout history, peoples progress has been sustained on the convenience,speed and safety of the modes of transport. Road transport occupies a primary place in to-daysworld as it provides a reach unparalleled by any other contemporary mode of transport.GujaratState Road Transport Corporation has occupied the unique place in the map of world’stransportation. GSRTC serves the role of lifeline across the state of Gujarat. The study, “An Analysis of customer satisfaction of State Road TransportCorporation in Gujarat,” throws light on the service provided by GSRTC over agiven periodof time. The main motto behind this study is to contribute the service among customer,employees and state government. Being a student of management, I was trying to analyzed, reanalyzed andcomprehend the customer satisfaction level of GSRTC. Panchal Mihir R. Joshi Yakin B.LDRP-ITR Page 2
  3. 3. GSRTC AKNOWLEDGEMENT At the ends of the journey of this research produce, from the beginning till thedate of finish, I have come across a number of people, variety of experiences and lot manyefforts. Today I would like to mention the name of all those, who have been directly orindirectly, in the great support to me and my work. I would like to express my gratitude especially to Ms. Hemali Broker ma’am, myguide, mymentor, without whom, I suspect I would not have come so far. I thank her forguidance, suggestions and undivided attention during the research period. I am very much thankful to Mr. Pawan Panchal, my colleague and my friend, whohas helped me in formatting and correcting the information and literature of this thesis toimprove the accuracy. I am thankful to all my colleagues Mr. Sumant Prajapati, Mr. ManishParikh, Mr. Dixit Patel, and all other colleagues to provide a big helping hand during myresearch work. At the end, I thank to the almighty that inspired, blessed and has always been withme when I needed him. Panchal Mihir R. Joshi Yakin B.LDRP-ITR Page 3
  4. 4. GSRTC EXECUTIVE SUMMARY The objective of the project was to do Market Research and customer Satisfactionfor Gujarat State Road Transport Corporation for that we have to understand the customer needs,Income, constraints, response and emotions so that they can contribute their time for becomingLife advisors for the company. The objective of this study was to analyze consumer satisfactionof mechanical splicing in Gujarat state with respect to the performance, service effort. The objective of the project was to do Market Research and customer Satisfactionfor Gujarat State Road Transport Corporation for that we have to understand the customer needs,Income, constraints, response and emotions so that they can contribute their time for becomingLife advisors for the company. The objective of this study was to analyze consumer satisfactionof mechanical splicing in Gujarat state with respect to the performance, service effort. The project begins with the significance of GSRTC AND ITS SERVICES intoday’sworld. It signifies the increasing importance of GSRTC bus service in Gujarat state. Thenit leads over to the services and working of the buses in GSRTC. It highlights the servicesprovided by them. Then the project highlights the significance of the GSRTC staff and commutersrelated to GSRTC. The project briefly covers the various areas where people fail to understandthe problems of GSRTC, services, problems faced by the GSRTC staff and passengers and howthey overcome it.LDRP-ITR Page 4
  5. 5. GSRTC TABLE OF CONTENTS SR. NO. PARTICULARS PG. NO 1. Introduction – project , title , topic 2. Literature review 3. Research methodology  Objectives – primary – secondary  Need / significant  Importance  Methods  Sampling plan  Technique  Size and its interpretation  Research design  Sampling unit / respondents  Sampling area- state stools  Data collection  Source of data collection  Primary  Secondary 4. Industry analysis 5. Analysis and interpretation  swot analysis 6. Utility of the project 7. Learning - during the project 8. Limitations 9. Conclusion 10. BibliographyLDRP-ITR Page 5
  6. 6. GSRTCLDRP-ITR Page 6
  7. 7. GSRTC Introduction GSRTC serves the role of lifeline across the state of Gujarat.Over past 52 years ofits existence, it has proved to be a dependable mode of transportation in every nook and corner ofthe state. It is providing services in most of the rural areas of the state. The environment hasthrown up GSRTC to the challenges like productivity improvement, mark orientation andfinancial engineering. GSRTC has been trying hard to face the new challenges throughvigorously pursuing a process of technical and managerial up gradation. Various controllable and uncontrollable factors affect the performance of theGSRTC. It is hypothesized that by controlling at least controllable factors GSRTC can improveits operational performance and thereby customer service. The main motto behind performancereview of GSRTC is to contribute in improving performance of GSRTC and provide best serviceto its customers and satisfy the needs of customers behind the transportation problems. Gujarat State Road Transport Corporation has played a pivotal role in theeconomic growth of the state through operating an extensive passenger transport network andreaching out to villages. It provides direct employment to approximately 52000 people whoseprofessional skills are kept in high regard even by people outside GSRTC. It has achieved remarkable performance in the face of heavy odds and its servicesare cost effective. Thus, GSRTC has tried to reconcile the twin objectives of community serviceand financial viability. It has built up a large fund of goodwill from people of Gujarat. It hasbrought transport service to the doorstep of villagers in most remote parts. But in recent years thepopular expectations have soared. In the open market economy, the expectations of people withrespect to frequency, quality and range of services have become substantially higher.LDRP-ITR Page 7
  8. 8. GSRTCLDRP-ITR Page 8
  9. 9. GSRTC Literature review Inspire of the fact that transportation plays an important role in the economic,cultural, social and industrial development of any nation, transport sector has not received dueconsideration of the researchers in the past. However, at present, Universities and variousresearch institutes like Central Road Research Institute, Central Institute of Road Transport,Association of State Road Transport Undertakings, Special division of Planning Commission andMinistry of Surface Transport etc. have taken special interest for the researches in this sector.Several studies have paid attention to the Transport Industry. The existing literature related topresent topic can be viewed from the different perspectives as Review of Literatures within Indiaand Review of Literatures abroad India. Some of the selected literatures are reviewed inthefollowing pages:LDRP-ITR Page 9
  10. 10. GSRTC A. Review of Literatures within India1. M O Mathew in his book on Rail and Road Transport in India emphasized that the efficiency of the transport Industry as a whole is determined by organizational considerations in the context of unit sizes. He also opined that transport, being a public utility industry, is regulated by Government policies in many ways, of which some have a direct or indirect impact on the evolution of size.2. Kalyanaraman and Sehgal have examined a few methods for estimating future road traffic. They advocate two methods, viz., mechanical and analytical. The mechanical methods simply project forwards the past trends assuming that future experience is direct function of past experience, whereas analytical methods classify and analyze the several related components or factors that have caused the historical trend pattern.3. Satyanarayana has observed that the cost of service of road transport depend upon the size of the fleet, the vehicle condition and the length and road condition. His study attempts to find out the inter-relationship between these factors on the basis of the data collected from a reprehensive sample of motor vehicle operators in Andhra Pradesh. He has observed that the size of the motor transport unit has been a fundamental factor influencing the cost of operations of motor transport industry.4. Manjula Singh has observed in her study that, I India, the operating ratio (revenue- expenditure) is always above 100 for rail and less than 80 for road transport. She recommends a well-coordinated road transportation system on the basis of such factors as assessment of demand for roads on vehicle requirement, distance from main roads, and coordination of local bodies, land surfaces regional development and employment considerations.LDRP-ITR Page 10
  11. 11. GSRTC5. Sharma, in one array of questions fundamental to effectiveness in any social service, probes the questions: what are we trying to do not only today but for tomorrow and next year and for the unforeseeable future? How do we best use the talents of our staff and how should they be rewarded? Instead of talking about our duty to the passenger, can we find out how to get him across Delhi at lowest costs in both time and money?6. R. R. Khan presents a broad outline of the network of transport system in India. He covered a wide range of information falling within the broad sphere of the subject matter of transport management. Apart from continuing systems approach, a model to build up a comprehensive transport system and demographic data for transport planning, the book sets out benchmark data and provides an analytical study of several vital areas of transport management.7. Srivastavapresented the historical development of various modes (air,water, road and railways) of transport in India. He has attempted todiscuss various operating variables like rates, fares, low productivity, stateregulations, administration, competition, financing, aspects of differentmodes of transport. He has analyzed the effect of efficient, cheap and well- coordinated development of transport system on Indian economy.8. Baig, Natees and Dr. Iqbal B.A. in their book on Transport as a constraintfor Agro – Industrial Development in Uttar Pradesh, have pointed out thattransport provides both backward and forward linkages to the economy ofa region or a state or a country. The dependence of India and more so ofUttar Pradesh on agriculture provides large scale opportunities fordeveloping agro-based industries and the same requires adequateavailability of transport infrastructure.9. Sudarshanam Padam discussed in detail, the history of bus transport inIndia, various forms of organizations in State Transport Undertakings, itsmanagement and performance by way of comparison from 1970-1980 inAndhra Pradesh, Maharashtra, Gujarat and Karnataka State RoadTransport Corporations. He also identified the problems in performance.LDRP-ITR Page 11
  12. 12. GSRTC10. The National Transport Policy Committee (NTPC) studied on“Passenger Road Transport in India”, taking the cross-sectional data of 31undertakings for 1976 – 1977 and finds that the unit cost was mainlyinfluenced by two variables namely fleet utilization and vehicle utilization.The Committee advocated for a direct exchequer subsidy to urbantransport undertakings in view of the social benefits that they extend.11. Central Institute of Road Transport (CIRT), Pune, contributed a paper toa seminar on “How to Make STUs Financially Viable?”, held byAssociation of Road Transport Undertakings, New Delhi, identified theproblems of interest burden, constraints on increasing fare, leakages oftraffic revenue, and traffic management as major problems in the way ofeffective management of State Transport Undertakings and made somepracticable suggestions.LDRP-ITR Page 12
  13. 13. GSRTC Studies Abroad India 1. Tripp Alker H, in his book on Road Traffic and its Control, examined the traffic problem and relation of Road to Rail. Sea and Air Transport and Science of Traffic Control to reduce accidents and smooth running of the traffic. Research Methodology 2. Lowe has done a study on the development of transportation system inJapan. He has dealt with the transport and communication system duringthe Tokugawa Era (1600-1686) and has described the process of thedevelopment certain features which ultimately helped the establishment ofmodern transport in Japan. 3. A study made by the Ministry of Transport, Scottish DevelopmentDepartment highlighted that the free flow of traffic at reasonable speedrequires planned improvement of urban road systems. The study alsosuggested constructing secondary means of access to enable goods andservice vehicles to load and unload at the stops. 4. Locklin concentrated on the study of rail-road systems. He opined thatthe Government ownership of transport system facilitates the planning andexecution of transport system very effectively and the Government, in oneway or the other is capable of providing necessary capital. 5. Sharp C.N. in his work on Transport Economics, examined the studiesundertaken in the field of transport system of U.K. and studied a number ofbasic problems like transport economics, transport investment, transportpricing and reduction in accident rate. 6. Payne, tracing the history of development of transport in Europe suggeststhat the transportation facilities are established by the private sector on thebasis of free competition and, therefore, the private sector should beResearch Methodologyallowed to continue as such. He also discusses the implications of Treatyof Rome on transportation in Europe.LDRP-ITR Page 13
  14. 14. GSRTCLDRP-ITR Page 14
  15. 15. GSRTC Research methodology  Research objective The first step of any research project is to define the problem that is to be answered by the research project itself. This is the most important part of the research process, as it provides a focus and direction for the project and identifies the specific information the reader is looking at I n the project. Actually, it enables the reader to understand exactly what the project is attempting to achieve. If the definition of problem is unclear and objectives are poorly defined, the result could be waste of time, money, energy and resources. In short, research objective is a pre-requisite for any research project. There should be a clear-cut definition of research objective. Our project, therefore, is not an exception. Our research project THE SATISFACTION LEVEL OF THE PASSENGERS USING G.S.R.T.C. SERVICE, has certain specific and general objective which mainly consist of primary objective and secondary objectives. There are as follows:  Primary objective:  To study about the customer satisfaction on the services provided by the G.S.R.T.C.  To find the major problems faced by the passengers using G.S.R.T.C.  The aim is also to reveal the administrative problems.  Secondary objectives:  To throw some lights on the performance of G.S.R.T.C.  To find infrastructural problem.  To reveal growth prospects of G.S.R.T.C.  To find out fare structure and various types of buses provided to the passengers by G.S.R.T.C.LDRP-ITR Page 15
  16. 16. GSRTC Need for the study The purpose of research is to discover answer to questions through the application of scientific procedures. The main aim of research is to find the truth which is hidden and which has not been discovered as yet. Through each research study has its own specific purposes. The study is mainly conducted to know satisfaction level of customer at G.S.R.T.C. and also to know the reasons for dissatisfaction of the customer if any. The study is also conducted to know about the service preference of the customers. It also conducted to know about customer grievances and the actions to be taken to increase the satisfaction level of customer.The main objective of the study in G.S.R.T.C. is  To know the satisfactory level of customers.  To establish various strategies to enhance the satisfactory level of customer  To find out the reasons for the dissatisfaction of customer(if any)  To know the preference of customer towards service provided by G.S.R.T.C.LDRP-ITR Page 16
  17. 17. GSRTC Importanceofthestudy  Thestudywillbeusefultoorganizationincontentofunderstandingcustomer satisfactionanditwillalsousefulto organizationinrelationtopossible modificationinpresentmarketsystem.  Thestudywillbeusefultotheotherexpertsandthestudent’sresearchersto studyinthesamearea.  The study may help to organization to improve their quality in dealing its customers.  Thestudywillberemainingas guidancefortheorganizationforbettercustomer satisfaction.  Thestudymayhelptheorganizationtoplanfuturepoliciesandstrategiesfor bettercustomersatisfaction.  Theproject study w i l l behelpinfindingsolutions oftheproblem facedby customerandtheproblemsfacedbytheorganization.LDRP-ITR Page 17
  18. 18. GSRTC METHODS OF DATA COLLECTION  The data has collected in two ways:-  Primary data: - Primary data is to be collected to know the Customers Perceptions, preferencesand belief. Primary data are those, which are collected for the first time, and they areoriginal in character. A suitablecombination of Questionnaire techniques,Personal interviews & discussions with the respondents are used to collect the required Primarydata. Findings of the primary data focus on the Consumers of the G.S.R.T.C. bus passengersPrimary data gives higher accuracy and facts, which is very helpful for any research and itsfindings.  Secondary Data:- The secondary data are those, which are already collected by s omeonefor some purpose and are available for the present study. Secondary data are to becollected from the magazines, websites and other such sources.LDRP-ITR Page 18
  19. 19. GSRTC TOOLS AND TECHNIQUES OF DATA COLLECTION  Questionnaire method:-F o r t h e D e s c r i p t i v e t yp e s o f r e s e a r c h t h e t o o l s f o r c o l l e c t i n g d a t a f r o m t h e s a m p l e s i s questionnaire method. Questionnaire includes both closed-ended as well as open-ended questions.Passenger perception about G.S.R.T.C. bus service. Questionnaire includes 16 questions.  Observation method: -Some data are not getting directly from the respondents so we have to use the observation method. For this research the observation method is also used to collect the information.  HYPOTHESIS OF THE STUDY:- According to William Emory, “A hypothesis refers to propositions formulated forempirical testing.” In almost the same words Goode and Hatt state that, “A hypothesis is apromotion, which can be put to test to determine its validity.” G. A. Lund Berg corroborates that, “A hypothesis is a tentative generalization thevalidity of which remains to be tested. In its most elementary stage, the hypothesis may be anysuch, guess or imaginative idea, which becomes the basis for action or investigation.” Thedefinition rightly specifies that the hypothesis provides the basis for the research work and theentire research work is oriented towards the hypothesis.LDRP-ITR Page 19
  20. 20. GSRTC SAMPLING PLANAfter deciding on the research approach and instruments, it is necessary to design asampling plan. This plan calls for three decisions:-  Sampling unit:- Who is to be surveyed? It should be defined in a research the target populationthat will be sampled. Once the sampling unit is determined, a sampling frame must be developedso that everyone in the target population has an equal chance of being sampled. To fulfill thispurpose, I had taken consumers as a sample.  Sampling procedure:- It is a way through which sampling is done. There are various procedures like random, systematic etc. The sampling procedure for my study is random sampling.  Sample size:- How many people should be surveyed? Large samples give more reliable resultsthan small samples. However, it is not necessary to sample the entire target population or even asubstantial portion to achieve reliable results. Samples of less than 1% of the population canoften provide good reliability, given a credible sampling procedure. So, I had decided to take thesample size as 100 from consumers of Ahmadabad & Gandhinagar district who travel byG.S.R.T.C. bus.LDRP-ITR Page 20
  21. 21. GSRTC Research design  Types of research: There are certain types of research which can be classified according to their purpose as well as by the research strategy used. A research can be classified into the following categories:  Exploratory research  Conclusive research(descriptive research)  Explanatory research  Exploratory research; Exploratory research is an initial research which explores the possibility of obtaining as many relationships as possible between different variables without knowing their end-use applications. Here, a general study will be conducted without any specific objective.  Conclusive research (descriptive research ): In this type of research, problem of a research is formulated and specific objectives are established. This type of research may be a result of exploratory research. At the, the research draws definite and concrete conclusion for implementation.  Explanatory research: Here, in this type of research, the emphasis is given on studying a situation or a problem in order to explain the relation between to particular variables. In short, situation is there, and you are just expected to explain the situation in order to reveal the solutions.LDRP-ITR Page 21
  22. 22. GSRTC Our research project falls in the second category. As the project has definite problems and specific objectives, our project is of descriptive, in nature. At the end of our research, specific conclusion and recommendations will be drawn in order to effect implementation.  Flowchart of research design;LDRP-ITR Page 22
  23. 23. GSRTC Data collection Data collection is a very important part of the research project process. It is through data, with the help of which we would be able to analyze the problem of facts and figures. Actually, the reliability of research decision depends on the quality of data gathering. By taking this concept into consideration, the data can be classified in to primary data and secondary data. We have used both the type of data, as far as our project is concerned.  Primary data  Secondary data  Primary data; Primary data are generally information collected or generated by theresearcher for the purpose of the project immediately at hand. When the data arecollected for the first time, then that data is called primary data. There are certainadvantage and disadvantage of primary data. There follow;  Advantage:  The information is more reliable  It provides a firsthand use information  Disadvantages:  Expensive – costly and very difficult  Expensive in terms of time, energy, and resources availableWe have use the following primary data in our project:  Observation  Questionnaire LDRP-ITR Page 23
  24. 24. GSRTC  Secondary Data: The secondary data are those, which are already collected by someonefor some purpose and are available for the present study.  Advantages:  It involves less cost  Less time and less efforts  Disadvantages:  Not more reliable compare with that of primary data  Possibility of biased and many result in wrong decision making We have used the following secondary data in our project:  Internet  Journals  Magazines  Government publications  From various bus depotsLDRP-ITR Page 24
  25. 25. GSRTCLDRP-ITR Page 25
  26. 26. GSRTC INTRODUCTION Gujarat State Road Transport Corporation (GSRTC) is a passenger transportorganization providing bus services both within Gujarat and neighboring states.GSRTC came into existence on 1st May, 1960 on formation of Gujarat. From a modestbeginning of 7 divisions, 76 depots and 7 divisional workshops and a fleet of 1,767 buses it hasgone to,  16 Divisions  126 Depots  226 bus stations  1,554 pickup stands  8,000 buses This remarkable growth is an outcome of unflagging effort of more than 50,000 workforce, dynamic management and sustained support from the state govt. It has built up formidable technical facilities.These are:  Three level maintenance and repair facility- 126 depot workshops, 16 divisional workshops and a central workshop.  7 tire retreading plant.  Bus body building plant (1000 bus bodies/ year).  Ticket printing press.LDRP-ITR Page 26
  27. 27. GSRTC GSRTC aka Gujarat state road Transport Corporation is a road transportorganization providing intercity services within Gujarat and interstate bus services to Rajasthan,Maharashtra and Madhya Pradesh. GSRTC has in its fleet about 8500+ buses, and serves 300bus stations. GSRTC runs Mofussil bus services (Road transportation to major cities, smallvillages and villages), intercity bus services (Road transportation between Ahmadabad, Baroda,Rajkot, Surat, Bharuch and other major cities), Interstate bus services to Rajasthan, Maharashtra,Madhya Pradesh and city bus services. GSRTC provides regular, express and semi-luxury busservices, and are very affordable. Gujarat State Road Transport Corporation (GSRTC) is a public transportcorporation providing bus services within Gujarat and to the neighboring states of Rajasthan,Madhya Pradesh and Maharashtra. It also runs buses to the Union Territories of Daman & Diu.GSRTC has total of approximately 9000 buses covering 16 divisions within the State of Gujarat.Bus service also has the "Raise your hand and take a ride" facility for so many routes.GSRTC provides a variety of services, these includes  Mofussil Services connect major cities, smaller towns and villages within Gujarat.  Intercity Services connect major cities - Ahmadabad, Vadodara and Rajkot. These provide a quick and cheap mode of transport.  Interstate Services connect various cities of Gujarat to the neighboring states of Madhya Pradesh, Maharashtra and Rajasthan  Parcel Services are available for transporting goods.  City services GSRTC provides city bus services From Ahmadabad - Gandhinagar - AhmadabadLDRP-ITR Page 27
  28. 28. GSRTC Over and above these bus route services GSRTC also provides special bus routeservices for Festivals, Industrial zones, schools and colleges, pilgrim places. GSRTC buses areavailable to the public through contractual agreements special occasions. GSRTC also offerseducational trips to the students. Please contact the appropriate offices for further information.Special Services: GSRTC provides the following specialservices Services to accommodate some major schedules of railway Festival services Services connecting to industrial zones Services connecting to schools and colleges Services connecting to pilgrim places Contract services - Buses are given out on contract basis to the public for the special occasionsLDRP-ITR Page 28
  29. 29. GSRTC Fare Structure 1. Rs.2.20 per passenger per stage of 6 Kilometers or part thereof but Re.1.10 per sub-stage of 3 Kilometers or part thereof shall be chargeable up to 40 Stages. 2. Thereafter, Rs.1.70 per passenger per stage of 6 Km. or part thereof shall be chargeable. 3. In addition to the fare calculated above, the passenger shall be chargeable additional fare of :[A] Re.2/- 1 stage to 1.5 stages.[B] Rs.3/- 2 stage to 2.5 stage[C] Rs.5/- 3 stage to 10 stage[D] Rs.3/- 11 stage to 15 stage[E] Rs.2/- 16 stage to 25 stage[F] Rs.1/- 26 stage to 35 stageProvided that the minimum fare shall be Rs.5.00 per adult passenger and Rs.3.00 per childpassenger for the first stage of 6 Km. or part thereof. 1. There shall be no sub-stage beyond 10 stages.Provided further that where the place of boarding is not a stage or sub-stage point, the distancetravelled shall be calculated from the immediately preceding stage or sub-stage point and wherethe place of getting down is not a stage or sub-stage point, the distance travelled shall becalculated up to the immediately succeeding stage or sub-stage point.LDRP-ITR Page 29
  30. 30. GSRTC Express Bus Services: If Express bus service declared as such by the Gujarat State Road Transport Corporation and approved by the State Transport Authority or Regional Transport Authority concerned is provided the fare mentioned under column 4 plus the following additional fares:[A] Re.2/- up to first one stage shall be chargeable.[B] Rs.1/- per passenger for a journey from 2 to 5 stages shall be chargeable.[C] Rs.11/- per passenger for a journey beyond from 6 to 10 stages shall be chargeable.[D] Rs.23/- Per passenger for a journey beyond 10 stages shall be chargeable[E] There shall be no sub-stageProvided that the minimum fare shall be Rs.7.00 per adult passenger and Rs.4.00 per childpassenger for the first stage of 6 Km. or part thereof.Provided further that where the place of boarding is not a stage point, the distance travelled shallbe calculated from the immediately preceding stage point and where the place of getting down isnot a stage point, the distance travelled shall be calculated upto the immediately succeedingstage point.LDRP-ITR Page 30
  31. 31. GSRTC Gurjar Nagri Bus Services: If Gurjar Nagri bus services declared as such by the Gujarat State Road Transport Corporation and approved by the State Transport Authority or Regional Transport Authority concerned is provided the fare mentioned under column 5 plus the following additional fares namely:(A) Rs.3/- per passenger for a journey upto 10 stages shall be chargeable.(B) Rs.7/- per passenger for a journey from 11 to 30 stages shall be chargeable.(C) Rs.8/- per passenger for a journey beyond 30 stages shall be chargeable.(D) There shall be no sub-stage.Provided that the minimum fare shall be Rs.10.00 per adult passenger and Rs.5.00 per childpassenger for the first stage of 6 Kms. or part thereof.Provided that where the place of boarding is not a stage point, the distance travelled shall becalculated from the immediately preceding stage point and where the place of getting down isnot a stage point, the distance travelled shall be calculated upto the immediately succeedingstage point.. Luxury Bus Services : If Luxury bus services declared as such by the Gujarat State Road Transport Corporation and approved by the State Transport Authority or Regional Transport Authority concerned is provided the fare mentioned under Column 5 plus the following additional fares namely: (A) Rs.8/- per passenger for a journey from 1 to 10 stages shall be chargeable. (B) Rs.22/- per passenger for a journey beyond 10 stages shall be chargeable. (C) There shall be no sub-stage. Provided that the minimum fare shall be Rs.15.00 per adult passenger and Rs.8.00 per child passenger for the first stage of 6 Kms. or part thereof.LDRP-ITR Page 31
  32. 32. GSRTC For Gandhinagar City Services and Other City Services: [i] Rs.4.00 per passenger per stage or part thereof for first stage.[ii] Thereafter Re.1/- per passenger per stage or part thereof upto 11 stage.[iii] Thereafter Re.1/- per passenger per every two stage or part thereof from 12th and 13th stage.[iv] Thereafter Re.1/- per passenger per every three stage or part thereof.[v] In addition to the fare calculated above, Rs.2.00 shall be chargeable in Ahmedabad -Gandhinagar Point Service and Re.1/- shall be chargeable in Gandhinagar City Point Service.[vi] Where express services declared as such by the Gujarat State Road Transport Corporationand as approved by the State Transport Authority or the Regional Transport Authoritiesconcerned are provided the same rate as mentioned in [i], [ii], [iii], [iv], [v] above plus 25% ofthe same.[vii] The minimum fare chargeable shall be Rs.4.00 per adult passenger and Rs.2/- for childpassenger for a journey of first stage of two kilometers or part thereof.Provided further that if the place of boarding is not a stage point, the distance travelled shall becalculated from the immediately preceding stage point and where the place of getting down isnot a stage point, the distance travelled shall be calculated upto the immediately succeedingstage point.LDRP-ITR Page 32
  33. 33. GSRTC  Sleeper Coach Services:In Case of sleeper coach bus services Rs.50 per Berth per passenger shall be chargeable inaddition to fare prescribed in column 7  A.C Coach ServicesIf air conditioned luxury coach bus services declared as such by the Gujarat state road transportcorporation and approved by the state transport authority of regional transport authorityconcerned are provided the following fare charges, namelyThe fare chargeable shall be Rs. 1.00 per kilo meter.The minimum fare chargeable shall be Rs. 16.00 for an adult passenger and Rs.8.0 for a childpassenger (up to 12 year age)There shall be no charge in above rules of stage and there shall no sub-stage  Explanation [I] Where the total fares calculated under any of the provisions of Column No.4 to 7 is not an exact multiple of Re.1/-, it shall be rounded off to the next higher multiple of Re.1/-.[II] The journey comprised of 2 sub-stages shall be chargeable as journey for one stage.[III] In this notification the expression "STAGE POINT" or "Sub-stage point" means any busstop approved as such by the Regional Transport Authority for the purpose of computing orcharging fares on a route.LDRP-ITR Page 33
  34. 34. GSRTC Board of DirectorsSR.NO. NAME POST 1 Shri Mukesh Puri, IAS Vice Chairman Vice Chairman & Managing Director, GSRTC, Ahmedabad 2 Dy. Secretary, Ministry of Road, Transport & Highways Director Transport Bhavan, New Delhi. 3 Shri J.P.Gupta, IAS Director Commissioner of Transport ,Transport Department, Gandhinagar 4 Shri Rameshbhai Mungara Director 5 Shri Thakorbhai Patel Director 6 Shri K.C.Patel Director 7 Shri Arjanbhai Rabari Director 8 Shri Bhagavandas Panchal Director 9 Dr. Abhesinh Pratapsinh Patel Director 10 Shri Kantibhai Gamit Director 11 Shri Jashubhai Bhil Director 12 Kum. Kaushlya Kunvarba Parmar DirectorLDRP-ITR Page 34
  35. 35. GSRTC DivisionsSR NO. DIVISIONS 1 AHMEDABAD (STD CODE 079) 2 AMRELI (STD CODE 02792) 3 BHAVNAGAR (STD CODE 0278) 4 BHUJ (STD CODE 02832) 5 BHARUCH (STD CODE 02642) 6 GODHARA (STD CODE 02672) 7 HIMATNAGAR (STD CODE 02772) 8 RAJKOT (STD CODE 0288) 9 JUNAGADH (STD CODE 0285) 10 MAHESANA (STD CODE 02762) 11 NADIAD (STD CODE 0268) 12 PALANPUR (STD CODE 02742) 13 JAMNAGAR (STD CODE 0281) 14 SURAT (STD CODE 0261) 15 VALSAD (STD CODE 02632)LDRP-ITR Page 35
  36. 36. GSRTC PerformanceLDRP-ITR Page 36
  37. 37. GSRTC Operational Results of the year 2009-10Average schedules operated per day 6285Average number of vehicles on the road 6514Average vehicle utilisation (kms. per day) 416Total traffic earnings (Rs. in Millions) 13381Number of passengers traveled (in Million) 848Kms. obtained per litre of diesel 5.55Fleet utilisation 85.2 LDRP-ITR Page 37
  38. 38. GSRTCLDRP-ITR Page 38
  39. 39. GSRTC Analysis and interpretation  Passengers profile 1. Ageage BELOW 20 20-35 ABOVE 35 TOTALRESPONDENTS 30 66 4 100 PERCENTAGE 30% 66% 4% 100%  Chart showing age of the passengers who travel in G.S.R.T.C. respondents 4% 30% BELOW 20 20-35 66% ABOVE 35  Interpretation:As we find that 30% of them fall in the group of below 20, 66% in the group of 20-35 and therest 4% come under the category of above 35.  Analysis : The majority of passengers fall in the age group 20-35 which mostly consists of youth and the adults. Those who falls under the category of below 20 they are children undergraduate students who travel for their studyLDRP-ITR Page 39
  40. 40. GSRTC 2. Employment status:EMPLOYMENT TOTAL STUDENT GRADUATE SERVICE PROFESSIONALS STATUSRESPONDENTS 45 25 20 10 100PERCENTAGE 45% 25% 20% 10% 100%  Chart showing employment status that travel in G.S.R.T.C. 45 45 40 35 30 25 25 20 20 15 10 10 5 45% 25% 20% 10% 0 STUDENT GRADUATE SERVICE PROFESSIONALS respondents percentage  Interpretation: As we find from the data of employment status, 45% the majority fall in the category of students, and 25% are graduate students, 20% fall under the category of servicer and the rest 10% come under the category of professionals.  Analysis: The majority of them fall under the category of undergraduate and graduate students who mainly travel for their study and the problem they face is that they usually do not get the seats to sit through they pay their money in advance. LDRP-ITR Page 40
  41. 41. GSRTC 3. MONTHLY INCOME: MONTHLY TOTAL INCOME 1000-5000 5001-10000 10001-15000 ABOVE 15000 RESPONDENTS 45 24 21 10 100 PERCENTAGE 45% 24% 21% 10% 100%  CHART SHOWING INCOME STATUS WHO TRAVEL IN THE G.S.R.T.C. 45 45 40 35 30 24 25 21 20 15 10 10 5 45% 24% 21% 10% 0 1000-5000 5001-10000 10001-15000 ABOVE 15000 RESPONDENTS PERCENTAGE  INTERPRETATION: From the above graphical observation, majority, the highest fall in the category of1000-5000, 24% respondents are fall in the category of 5001-10000, 21% are fall in the categoryof 10001-15000, and the rest 10 are fall in above 15000 income level.LDRP-ITR Page 41
  42. 42. GSRTC  Customer opinion about g.s.r.t.c. : 4. How do you travel? PERSONAL PRIVATE OPINION VEHICLE BY G.S.R.T.C. TRAVELERS. RAILWAY. TOTAL RESPONDENTS 19 60 12 9 100 PERCENTAGE 19% 60% 12% 9% 100%  Chart showing the recurrence of travelling by the passengers in g.s.r.t.c. : 60 60 50 40 30 19 20 12 9 10 19% 60% 12% 9% 0 Personal Vehicle By G.S.R.T.C. Private travelers. Railway. respondents percentage  Interpretation: As the chart show, 19% travel by their personal vehicle, 60% of total passengersprefer to use G.S.R.T.C., and 12% of them travel through private agencies and the rest 9% userailway services for travelling.LDRP-ITR Page 42
  43. 43. GSRTC 5. Mention your purpose of trip for using GSRTC (S.T.Bus) services: OPINION WORK EDUCATION SOCIAL TOTALRESPONDENTS 20 70 10 100PERCENTAGE 20% 70% 10% 100%  Chart showing preference of the passengers 80 70 70% 60 50 40 70 30 20 20% 10 20 10% 10 0 WORK EDUCATION SOCIAL respondents percentage  Interpretation: In above chart majority of 70% passenger are travelling by G.S.R.T.C. for the mean of education, 20% of workers are travelling and 10% passengers are of social service.LDRP-ITR Page 43
  44. 44. GSRTC 6. What is your monthly expense for travelling? LESS THAN 1501- EXPENCES 500RS 501-1000RS 1001-1500RS ABOVE. TOTALRESPONDENTS 45 24 20 11 100PERCENTAGE 45% 24% 20% 11% 100%  CHART SHOWING MONTHLY EXPENCE OF PASSENGERS 45 45 40 35 30 24 25 20 20 15 11 10 5 45% 24% 20% 11% 0 Less than 500Rs 501-1000Rs 1001-1500Rs 1501-above. RESPONDENTS PERCENTAGE  INTERPRETATION: In above chart observation 45% passengers spend less than Rs. 500 in a month,24% passenger’s falls in category of RS. 501-1000 expense in a month, 20% is spendingRs.1001-1500 in a month, and rest 11% are having more than RS. 1500 expense in a month fortravel in G.S.R.T.C.LDRP-ITR Page 44
  45. 45. GSRTC 7. Which factors do you consider most while travelling by S.T Bus? OPINION FARE(PRICE) TIME QUALITY SECURITY TOTALRESPONDENTS 50 17 25 8 100PERCENTAGE 50% 17% 25% 8% 100%  Chart showing consideration of passengers about G.S.R.T.C. 50 50 45 40 35 30 25 25 17 20 15 8 10 5 50% 17% 25% 8% 0 Fare(Price) Time Quality Security respondents percentage  Interpretation: From above chart 50% people prefer fare price, 17% people consider the propertiming of the bus, 25% people are consider the quality of the buses and there are 8% peopleconsider the security while they are travelling by G.S.R.T.C.LDRP-ITR Page 45
  46. 46. GSRTC 8. Mention your opinion regarding Compensation (Rewards) paid to passengers in case of Accident while travelling by GSRTC (S.T Bus.) OPINION EXCELLENT. AVERAGE. VERY GOOD POOR. GOODRESPONDENTS 4 38 19 12 27PERCENTAGE 4% 38% 19% 12% 27%  Chart showing opinion of the passengers regarding reward Excellent. respondents 4% Good 27% Average. 38% Poor. 12% Very Good 19%  Interpretation: In the above observation 27% are said good, 38% people are said average, 19%people are said very good, and 12% people are said about their views regarding reward paid tothe passengers in case of accidents while travellingLDRP-ITR Page 46
  47. 47. GSRTC 9. What is your opinion regarding Cleanliness at S.T Bus Stop? OPINION CLEAN. DIRTY. AVERAGE. TOTALRESPONDENTS 13 50 37 100PERCENTAGE 13% 50% 37% 100%  Chart showing cleanliness at bus stop 50 50 45 40 37 35 30 25 20 13 15 10 5 13% 0 50% 37% Clean. Dirty. Average. respondents percentage  Interpretation: As we said that from above chart there are 13% passengers are said the bus stop isclean, and 50% people are said that the bus stop is dirty, and rest 37% are said that the bus stop isaverage clean.LDRP-ITR Page 47
  48. 48. GSRTC 10. How many times you travel by GSRTC (S.T Bus) in a Month? OPINION REGULARLY RARELY OCCASSIONALY NEVER TOTALRESPONDENTS 50 13 37 0 100PERCENTAGE 50% 13% 37% 0% 100%  Chart showing the view of passengers about travelling 50 50 45 37 40 35 30 25 20 13 15 10 5 50% 13% 37% 0 0% 0 Regularly Rarely Occassionaly Never respondents percentage  Interpretation: From the above observation, we can see that 50% of them travel regularly, 13% ofthem travel rarely, 37% of them travel occasionally and o% people travel by G.S.R.T.C.LDRP-ITR Page 48
  49. 49. GSRTC 11. Do you get a satisfactory reply from the inquiry window at GSRTC (S.T Bus) stand? OPINION YES NO TOTALRESPONDENTS 61 39 100PERCENTAGE 61% 39% 100%  Chart showing a satisfactory replay from inquiry window at g.s.r.t.c. 70 61 60 50 39 40 30 20 10 61% 39% 0 Yes No respondents percentage  Interpretation: We find from the above data there are 61% say yes and 39% say no about gettingproper replay when they are inquiry at window at GSRTC stand.LDRP-ITR Page 49
  50. 50. GSRTC  If you do not, then please tick a suitable one from the following. DUE TO HIS ABSENCE OF OPINION MISBEHAVIOR. OFFICERS. TOTAL RESPONDENTS 26 13 100 PERCENTAGE 66.67% 33.33% 100%  Chart showing reasons of not getting proper reply at inquiry window 30 26 25 20 13 15 10 5 26% 13% 0 Due to his misbehaviour. Absence of Officers. respondents percentage  Interpretation: As we find that, 66.66% are not get satisfactory reply due to misbehavior ofofficer, and 13% people said that they are not getting proper reply due to absence of officer.LDRP-ITR Page 50
  51. 51. GSRTC 12. What do you think about fare (price) charged by GSRTC (S.T Bus) as compared to Private Travelers? OPINION HIGH. LOW. ECONOMICAL. TOTAL RESPONDENT S 40 7 53 100 PERCENTAGE 40% 7% 53% 100%  Chart showing the preference about price of ticket 60 53 50 40 40 30 20 7 10 40% 7% 53% 0 High. Low. Economical. respondents percentage  Interpretation: From above observation we find that 40% people said the price of travelling ishigh 7% are said low and 53% are said that the price of GSRTC if economical.LDRP-ITR Page 51
  52. 52. GSRTC 13. What makes you travel in GSRTC? CHEAPER NO OTHER OPINION FREQUENCY OF THAN TIMING OF OPTION BUSES. OTHERS BUSES. AVAILABLE.RESPONDENTS 8 48 17 27PERCENTAGE 8% 48% 17% 27%  Chart showing the opinion of passengers 48 50 45 40 35 27 30 25 17 20 15 8 10 5 8% 48% 17% 27% 0 Frequancy of Buses. Cheaper than others Timing of Buses. No other option available. respondents percentage  Interpretation: From above observation, the highest (48%) preference is given to the cheaper than others, followed by no other option available (27%), timing of buses (17%) and lastly frequencies of buses (8%) LDRP-ITR Page 52
  53. 53. GSRTC 14. Bus stops are dangerously over crowded? STRONGLY STRONGLY OPINION AGREE. AGREE. DISAGREE. DISAGREE. RESPONDENTS 22 44 28 6 PERCENTAGE 22% 44% 28% 6% 44 45 40 35 28 30 22 25 20 15 10 6 5 22% 44% 28% 6% 0 Strongly agree. Agree. Disagree. Strongly disagree. respondents percentage  Interpretation: In responding answer, 22% responded strongly agree, 44% are agree, 28% aredisagree, 6% are strongly disagree.LDRP-ITR Page 53
  54. 54. GSRTC 15. Are you aware about different travelling promotional (concessional) scheme of GSRTC (S.T Bus)? OPINION YES NO RESPONDENTS 63 37 PERCENTAGE 63% 37% 63 70 60 50 37 40 30 20 10 63% 37% 0 Yes No respondents percentage  Interpretation: From above observation there are 63% people are aware about different travellingpromotional service and 37% are not aware.LDRP-ITR Page 54
  55. 55. GSRTC 16. Do you think GSRTC Buses are properly maintained? OPINION YES NO RESPONDENTS 55 45 PERCENTAGE 55% 45% 55 60 45 50 40 30 20 10 55% 45% 0 Yes No respondents percentage  Interpretation: From above chart majority 55% people are said that GSRTC buses are properlymaintained and 45 people are said that GSRTC buses are not maintained.LDRP-ITR Page 55
  56. 56. GSRTC  If no, then please tick a suitable one from the following. SHORTAGE OF TOOLS OPINION LACK OF AND SPARE UNAVAILABILITY IMPROPER MECHANICS. PARTS. OF WORK-SHOP. MANAGEMENT.RESPONDENTS 5 6 11 23 PERCENTAGE 11.11% 13.33% 24.44% 51.11% 23 25 20 15 11 10 6 5 5 11.11% 13.33% 24.44% 51.11% 0 Lack of Mechanics. Shortage of tools Unavailability of Improper and spare parts. Work-Shop. Management. respondents percentage  Interpretation As we find, there are 11.11% people believe in lack of machine, almost 13.33%people say that is shortage of tools and spare parts, 24.44% people are say that it is unavailabilityof workshop, and majority of 51.11% people are said that it is improper management.LDRP-ITR Page 56
  57. 57. GSRTC 17. Are you satisfied with Quality of Buses of GSRTC (S.T Buses)? HIGHLY HIGHLY OPINION SATISFIED. DISSATISFIED. SATISFIED. DISSATISFIED.RESPONDENTS 32 21 47 0 PERCENTAGE 32% 21% 47% 0% 47 50 45 40 32 35 30 25 21 20 15 10 5 32% 21% 47% 0 0% 0 Highly Satisfied. Dissatisfied. Satisfied. Highly Dissatisfied. respondents percentage  Interpretation: From the above chart 32% people are highly satisfied, 21% are dissatisfied, 47%are satisfied and 0% people are highly dissatisfied.LDRP-ITR Page 57
  58. 58. GSRTC 18. Are you satisfied with the different services provided by GSRTC (S.T.BUS)? OPINION HIGHLY SATISFIED. DISSATISFIED. SATISFIED. RESPONDENTS 27 18 55 PERCENTAGE 27% 18% 55% 60 55 50 40 27 30 18 20 10 27% 18% 55% 0 Highly Satisfied. Dissatisfied. Satisfied. respondents percentage  Interpretation: From above chart we see that 27% passengers are highly satisfied for GSRTCservice 18% are not satisfied 55% people are satisfied for the service of GSRTC.LDRP-ITR Page 58
  59. 59. GSRTC Hypothesis Test:-LDRP-ITR Page 59
  60. 60. GSRTC Swot analysis:  Strength  Availability of abundant low cost land near country stations provides possibility for development  Less damage of goods compared to other modes of transport  Largest commercial employer with almost 1.5 million staff  It transports over six billion passengers and almost 750 million tons of freight annually  Weakness  Passenger sector is loss making  Accidents and delays cause a dent to the image  Facilities not comparable to international standards still  Opportunity  It can capture large chunk of container traffic by introducing block container trains operating at passenger speeds  It’s 70% of revenue and most of its profits comes from freight sector and there is a tremendous growth in emerging companies, hence has a great future for freight sector  Operating ratio has been decreasing drastically in last 10 years  Threats  Increase in allowable gross weight of road vehicles  Possible introduction of double road trailersLDRP-ITR Page 60
  61. 61. GSRTC  High accident rates Learning - during the project Coming to the learning experience it was a great time to be with the organization.The working environment and the support that I got from the superiors and the colleagues wereappreciable. Before start my study on G.S.R.T.C. I was very much susceptible about it butvery much relevant to the organization also. For that matter my communication skills improved so was my personnel skills.One thing I realized was that every day brings new experience in the life and you do not have towait for things get done but you have to push the things so that they could be done.LDRP-ITR Page 61
  62. 62. GSRTC Limitations of study  The research study has got the following limitations:  This study is based on secondary data derived from published annual reports of GSRTC and as such its findings depends entirely on the accuracy of such data.  This study provide glimpse of the past performance and the future conclusion may not be correct since several other factors may affect the future operations.  As this study is limited only to customer service analysis of GSRTC, this study will not be relevant to other SRTC in India.  This study based on external analyses only, being outsider inside viewsMay not be duly considered.  Researcher has tried best to remain faithful and kin. But after all being a human, physical constrains may affect the result and as such the result of the analysis may not be sent percent correct to be relied upon.  The report is limited to the extent of information supplied by the organization.  Due to time constraint a small sample size was used which may be limitation of this project.  The study is limited only to GUJRAT STATE ROAD TRANSPORT CORPORATION.LDRP-ITR Page 62
  63. 63. GSRTC FINDINGS We finally hereby conclude that the passengers who travel in G.S.R.T.C. areactually helpless. The passengers face a number of problems during the journey period. Some ofthe major problems they face are as follows:  Long waiting period  They have to push themselves to get into bus.  Passengers have to stand during the journey.  They are not given service at their satisfaction level.  In almost all cases, it has been found that the level of satisfaction from the service of G.S.R.T.C. has been equal or less than satisfaction. The following table will show this correlation between satisfaction and expectation.Satisfaction < expectation Almost all the casesSatisfaction = expectation Only in a few casesSatisfaction > expectation Less happened  The passengers usually get an unsatisfactory reply from inquiry in charge officer.  Sometimes the bus gets breakdown or punctured in between route, the passengers have to push the bus after getting down from the bus.  Sometimes, travelling in G.S.R.T.C. becomes time consuming and the passengers have to wait till the bus comes. So, a passenger gets bored. They find it better to travel in private vehicles.  Sometimes, the buses do not make their predetermined stops. So, for that particular stop, passengers do not get bus and have to wait for the next bus to come.LDRP-ITR Page 63
  64. 64. GSRTC  The passengers face a shortage of buses for a particular region, (especially in rural areas.)  The majority of passengers travel in G.S.R.T.C. is students and jobbers. The main problem they face is that of seating arrangements. RECCOMENDATIONS  G.S.R.T.C. should introduce new fuel efficient buses. We agree that G.S.R.T.C. has been successful in terms of new buses. But, still, the passengers face problems in terms of shortage of buses.  G.S.R.T.C. should make effective administration and management of buses.  The benefit of specialization and division of work can also be taken.  The complaints of passengers should be analyzed carefully and the response should be replied instantly.  G.S.R.T.C. should establish faithful, healthy and better relationship with passengers by giving better services.  G.S.R.T.C. should make effective route guide model. They should analyze it very carefully. They should arrange buses at place where there is a shortage of buses.  G.S.R.T.C. should make implementation of rules and regulation and follow it very strictly. Also, staff should be well trained to make passengers feel satisfied and to behave honestly and sincerely.  G.S.R.T.C. should allow passengers to take part in management i.e. online reply, suggestion box, telephone conversation etc.  The pick-up stands should be clearly and fairly placed and should be kept neat and clean by G.S.R.T.C.LDRP-ITR Page 64
  65. 65. GSRTC Bibliography  REFERENCE BOOKS:  MARKETING RESEARCH - Tull and Hawkins.  Marketing Management - Philip Kotler  Websites:  www.slideshare.com  www.scribd.com  www.google.com  Wikipedia - g.s.r.t.c.  www.gsrtc.comLDRP-ITR Page 65
  66. 66. GSRTC Annexure QUESTIONNAIREThis study is meant to understand the satisfaction level and quality parameters of passengerstowards GSRTC (S.T Bus) services. The information provided by you will be used only foracademic purpose and kept strictly confidential. Thanking you for participating in this survey. PART: ADEMOGRAPHIC PROFILE /BASIC INFORMATION 1. Gender : Male Female 2. Age : below 20 Years 20-35 Years Above 35 3. Employment Status : Student Service Graduate professional 4. Monthly Income : None 1000- 5000 5001-10,000 10001-15000 Above 15001 5. You belong to which area. Rural area Urban area PART: B PASSENGERS(CUSTOMERS)OPINION 1. how Do you travel ?Personal Vehicle By G.S.R.T.C. Private travelers. Railway. 2. Mention your purpose of trip for using GSRTC (S.T.Bus)services. Work. Education. Social. 3. What is your monthly expense for travelling? Less than 500Rs. 501-1000Rs. 1001-1500Rs. 1501-above. 4. Which factors do you consider most while travelling by S.T Bus? Fare(Price) Quality Time Security 5. Which facilities do you expect from GSRTC.(S.T Bus)? Proper timing of Buses. Good Behaviour of Conductor and Driver. Display of Time-table at each Bus-Stop. Cleanliness in Bus. 6. Mention your opinion regarding Compensation (Rewards) paid to passengers in case ofLDRP-ITR Page 66
  67. 67. GSRTC Accident while travelling by GSRTC(S.T Bus.) Excellent. Very Good. Good Average. Poor. 7. What is your opinion regarding Cleanliness at S.T Bus Stop? Clean. Average. Dirty. 8. How many times you travel by GSRTC (S.T Bus) in a Month? Regularly (25-30 days) Occassionaly (10-15 days) Rarely (1-5 days) Never 9. Do you get a satisfactory reply from the inquiry window at GSRTC(S.T Bus)stand? Yes No If you do not ,then please tick a suitable one from the following. Due to his misbehaviour. Absence of Officers. 10. What do you think about fare(price) charged by GSRTC (S.T Bus) as compared to Private Travellers? High.Economical.Low. 11. What makes you travel in GSRTC? Frequancy of Buses. Timing of Buses. Cheaper than others. No other option available. 12 Bus stops are dangerously over croweded? Strongly agree. Agree. Disagree. Strongly disagree. 13. Are you aware about different travelling promotional (concessional) scheme of GSRTC (S.T Bus)? Yes No 14. Do you think GSRTC Buses are properly maintained? Yes No If no, then please tick a suitable one from the following. Lack of Mechanics. Shortage of tools and spare parts. Unavailability of Work-Shop. Improper Management. 15. Are you satisfied with Quality of Buses of GSRTC (S.T Buses)? Highly Satisfied. Satisfied. Dissatisfied. Highly Dissatisfied. 16. Are you satisfied with the different services provided by GSRTC (S.T.BUS)? Highly Satisfied. Satisfied. Dissatisfied.LDRP-ITR Page 67
  68. 68. GSRTCLDRP-ITR Page 68

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