A project report on
“To study perception of people of Sachin Area towards various services provided by
GSRTC during Januar...
ACKNOWLEDGEMENT
I (Sani Gandhi), take this opportunity to thank my guide Mr. Ojas Desai who assigned me this
below mention...
I, Sani Gandhi, declare that this project report entitled “To study the perception of people of
Sachin Area towards variou...
The title of the project is “A study to know perception of people of Sachin is towards
various services provided by GSRTC”...
NO.
DECLARATION
ACKWNOLEDGMENT
EXECUTIVE SUMMARY
1. INTRODUCTION
1.1 Introduction to Transportation Industry 1
1.2 Introdu...
Chart 1 Awareness about various services 20
Chart 2 Do you agree that internal space and sitting arrangement of buses
are ...
Chart 26-
32
Various cross tabulation charts 76-88
List of Tables:
SR NO TOPIC PAGE NO
Table 1 Awareness about various ser...
Table 21 Satisfaction with frequency of various buses 66
Table 22 Recommendation regarding GSRTC to others 70
Table 23 Con...
CHAPTER: 1 INTRODUCTION
1. Introduction to Transportation industry of India
Transport in the Republic of India is an impor...
Sarige, aims to provide low-cost connectivity to the economically backward sections of the
society to the nearest major bu...
Vice-Chairman & Managing
Director
Mukesh Puri
Website www.gsrtc.in, www.gujaratsrtc.com
2.2.Introduction To GSRTC
Gujarat ...
bus stations. GSRTC runs Mofussil bus services (Road transportation to major cities, small
villages and villages), interci...
Special Services: GSRTC provides the following special services
 Services to accommodate some major schedules of railway
...
2. Express Bus Services:
If Express bus service declared as such by the Gujarat State Road Transport Corporation and
appro...
4. Luxury Bus Services :
If Luxury bus services declared as such by the Gujarat State Road Transport Corporation and
appro...
6. Sleeper Coach Services:
In Case of sleeper coach bus services Rs.50 per Berth per passenger shall be chargeable in
addi...
Kms. obtained per liter of diesel 5.5
Fleet utilization 86.72
2.5.GSRTC Divisions
GSRTC got 16 divisions which are as foll...
Perception is a psychological variable involved in the purchase decision process that is
known to influence consumer behav...
GSRTC serves the role of lifeline across the state of Gujarat. Over past 53 years of its
existence, it has proved to be a ...
Regularity in travelling, where they are living and where they want to go also has a major impact
in choosing the means of...
past experience, whereas analytical methods classify and analyze the several related
components or factors that have cause...
8. Baig, Natees and Dr. Iqbal B.A. in their book on Transport as a constraintfor Agro –
Industrial Development in Uttar Pr...
Chapter 3: RESEARCH METHODOLOGY
4.1.Objectives of the Study:.
a. Primary Objective
 To study whether People of Sachin are...
 To know the passenger’s expectation towards GSRTC services.
 To understand and analyse online booking and mobile applic...
2. SAMPLE SIZE: In this project 200 sample size is taken.
3. SAMPLE FRAME: As total population is not known . sample frame...
strength of the relationship between the variables. A regression model was used to
examine the percentage of variance of t...
CHEPTER: 4 DATA ANALYSIS
Question#01: Mark the services you are aware of, which are provided by GSRTC
Frequency table numb...
Interpretation
From the above table and chart, we can say about awareness regarding various services as
following:
o 73% o...
Hence we can conclude that in almost all services half of the population of Sachin area has
awareness regarding various se...
Interpretation
From the above chart and average mean we can have following conclusions about
comfortness of internal space...
Parameter Frequency Percent Cumulative Percent
Strongly agree 20 10.0 10.0
Agree 113 56.5 66.5
Neutral 46 23.0 89.5
Disagr...
o Majority of the respondents are agree that sleeping berth and internal space in sleeper
buses are comfortable and they a...
Interpretation
From the above chart and average mean we can have following conclusions about
satisfaction with the price c...
Question # 05 Do you favour that location of Sachin Bus Station is at right location?
Frequency table: 05
Parameters Frequ...
o Majority of the respondents are agree and satisfied with location and they are almost ¾ of
the population that is 74% of...
Interpretation
From the above chart we can say about location preference for Sachin bus station is as
following:
o Majorit...
Average level of satisfaction with cleanliness of bus depots: 2.92
Frequency table: 7.1
Parameter Frequency Percent Cumula...
Average level of satisfaction with inquiry counter of bus depots: 3.13
Frequency table: 7.3
Parameter Frequency Percent Cu...
Average level of satisfaction with cleanliness of bus depots: 2.78
Frequency table: 7.5
Parameter Frequency Percent Cumula...
Interpretation
From the above chart we can say about various aspects about GSRTC bus depots as
following.
1. Cleanliness
o...
o But at the same time people favoring that bus depots are very clean is also very less in
number and they are only 4% of ...
o While 23% people feel that depot are good as far as inquiry counter is concerned.
Hence we can conclude that people of S...
o But at the same time people favoring that bus depots have very best advance ticket window
are also very less in number a...
Interpretation
 From the above chart we can say on various aspects through comparison between Railway
and GSRTC.
o Almost...
o Compared to conditions of trains, 58% of people of Sachin area found that GSRTC bus’s
condition is better.
o 3/5 People ...
Interpretation
 From the above chart we can say on various aspects through ranking among GSRTC,
MSRTC and RSRTC as follow...
o While 2/3 of the population says that GSRTC buses have more cleanliness compared to
MSRTC and RSRTC.
o While 58.5% of th...
Factors GSRTC service provider Average
Frequency Percent Frequency Percent
1. Time taken for
travelling
90 45.0 110 55.0 1...
Interpretation
 From the above chart we can say on various aspects through comparison between private
service providers a...
o Sachin area population feels that GSRTC buses are easily available rather than private
buses, only 38% people feels that...
Average level of satisfaction with behaviour of bus conductors: 3.02
Frequency table: 11.1
Parameter Frequency Percent Cum...
Average level of satisfaction with helpfulness of bus conductors: 3.06
Frequency table: 11.3
Parameter Frequency Percent C...
From the above chart we can say about various aspects about GSRTC conductors as
following.
1. Behaviour
o Almost half of p...
o While very less number of people feels that bus conductors are not at all behaving well
and very hasty in nature and the...
o But at the same time people favoring that bus conductors are very helping is also very less in
number and they are only ...
Frequency table: 12.1
Parameter Frequency Percent Cumulative Percent
Worst 6 3.0 3.0
Bad 45 22.5 25.5
Average 92 46.0 71.5...
Average level of satisfaction with addiction to alcohol of bus driver: 2.89
Frequency table: 12.3
Parameter Frequency Perc...
1. Carefulness of driving
o Almost half of population says that drivers of bus are moderate as far as carefulness of
drivi...
o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver
is concerned means it can be ...
Interpretation
From the above chart and average mean we can have following conclusions about
satisfaction level with the s...
Source: SPSS software analysis
Percentage table: 14.1
Parameter 1 2 3 4 5
Informative 2.5 22 41 24 10.5
User friendly 7.0 ...
Interpretation
From the above chart we can conclude about GSRTC website as following.
1. Informative:
o 41% of the populat...
o 39% of the population of Sachin area has given 3 marks out of five and hence according
to 39% of the people GSRTC websit...
o While 19.5% people say that GSRTC website is average as far as speed of accessing is
concerned as they have given 3 mark...
Interpretation
From the above chart and average mean we can have following conclusions about crowd in
the GSRTC buses.
o M...
Question#16: Do you favour that GSRTC should also start parcel courier services as MSRTC
does?
Average level of favouring ...
o Majority of the respondents do agree that GSRTC should also start Parcel currier service
as MSRTC does and they are 2/3 ...
Chart Number: 17
Interpretation
From the above chart we can conclude about timings and punctuality as following.
1. Minimu...
5. Average punctuality & average timings: according to majority of the population that is
15% of the population GSRTC bus ...
Chart Number: 18
Interpretation
From the above chart and average mean we can have following conclusions about the
satisfac...
Frequency table:19
Place from where service should be operated Frequency Percentage
1. Sachin to Bardoli 21 41.17
2. Sachi...
o While many people have suggested that surat-navsari intercity should be started which
should go via Sachin GIDC rather t...
Interpretation
From the above chart and average mean we can have following conclusions about
improvement in service qualit...
Frequency table:21
Type of the bus 1 2 3 4 5
1. Ordinary/ local bus 24 37 67 42 30
2. Express buses 21 44 59 47 29
3. Inte...
Interpretation
From the above chart and average mean we can have following conclusions about frequency
of various buses th...
o Express buses
 Less then1/3 of the population is believes that frequency is average as far as express
buses are concern...
 While around 1/10 of the population believes that frequency is average as far as luxury
buses are concerned that is 14.5...
Question#22: will you recommend GSRTC Bus service to others?
Average level of recommendation by passengers to others: 1.28...
o While more than ¼ of the population are dissatisfied with GSRTC services and they have
said no to recommend GSRTC servic...
Interpretation
From the above chart and average mean we can have following conclusions about awareness
and usage of ticket...
1. User friendly:
o 56.6% of the population of Sachin area has given 3 marks out of five and hence
according to 56.6% of t...
o And only 5.6% people have given 1 mark only and hence we can say that very less
number of people believe that GSRTC mobi...
Question#25 Mark the services those are provided on the free bases or at discounted rates that
you are aware of.
Frequency...
Interpretation
From the above table and chart, we can say about awareness regarding various services as
following:
o 2/3 o...
Cross tabulation#01
Actual Frequency Satisfied with sitting Arrangement in the Bus
Recommendations strongly Agree Agree Ne...
Expected
Frequency
Satisfied with sitting Arrangement in the Bus
Recommendations strongly
Agree
Agree Neutral Disagree Str...
Interpretation
Thus we can conclude relationship between satisfaction with sleeping berth in bus and
recommendation to oth...
Chi Square Test:
Expected
frequency
satisfaction with Sleeping Berth
Recommendation SA A N DA SDA Grand Total
Yes 14.4 81....
Chart Number : 28
Interpretation:
Thus we can conclude relationship between price charged and recommendation to others as
...
Chi-square p-value = 0.68527
Null Value: Rejected
Analysis: here we can say that recommendation of GSRTC might vary with p...
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
A project report on consumer perception towards GSRTC (st gujarat)
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A project report on consumer perception towards GSRTC (st gujarat)

  1. 1. A project report on “To study perception of people of Sachin Area towards various services provided by GSRTC during January 2014 to March 2014” For partial fulfillment of the requirement For the degree of B.B.A programs Prepared by: Sani B. Gandhi (115) [T.Y. B.B.A. MARKETING] Under the guidance of: Mr. Ojas Desai Submitted to B.R.C.M. College of Business Administration Veer Narmad South Gujarat University, Surat. Year: 2013-2014
  2. 2. ACKNOWLEDGEMENT I (Sani Gandhi), take this opportunity to thank my guide Mr. Ojas Desai who assigned me this below mentioned project topic and helped me at every step during the preparation of the work of study “To study perception of people of Sachin Area towards various services provided by GSRTC”.I am here by, grateful to him. Writing this report appeared to be a great experience to me. It added a lot to my knowledge while I was working on this project. If I say that this project is one of my memorable experience in student life, than it would not be wrong. The project report could never been accomplished without the guidance and cooperation from my respected faculties. All the faculties have been a constant source of inspiration and I sincerely thank them for their suggestions and help to prepare this project. I am highly obliged to my support team, who helped me during the training period and cooperated in solving queries. I am very grateful to my college and all those who have directly or indirectly helped me to bring this effort to completion. Finally, it is my foremost duty to thank all my respondents, who helped me to complete my fieldwork, without whom this project was not possible. DECLARATION
  3. 3. I, Sani Gandhi, declare that this project report entitled “To study the perception of people of Sachin Area towards various services provided by GSRTC” is the result of my own work carried out during December to February 2012-2013 and has not been previously submitted to any other university or institute for any other purpose by me or by any other person. I will not use this project report in future to use as submission to any other university or institute without written permission of my guide. I also promise not to permit any other person to copy from this report in any form. If I am found or caught as defaulter of above declaration, I know that my present of future submissions may become invalid and/ or may not be permitted to appear in the final exam. Sani Gandhi Marketing ROLL NO: 115 SIGN: EXECUTIVE SUMMARY
  4. 4. The title of the project is “A study to know perception of people of Sachin is towards various services provided by GSRTC”. In this aspect the detailed analysis is done against this key aspect to understand satisfaction and perception of people that whether people have appropriate knowledge of and attitude towards various service provided by GSRTC. This thesis work gives insights on awareness and satisfaction of people towards GSRTC. In Gujarat, people expect GSRTC to be more efficient and easily available at low cost. GSRTC is running since 1st march, 1960 but there are already many private players and railway who had made their feet firm in the competitive market and hence to identify their attitude towards using GSRTC rather than Railway and private Bus service providers. The required primary source of data is collected from people staying in Sachin area through personal surveys and an empirical study is done for knowing their perception in making key decisions while consuming and selecting GSRTC. Here descriptive research design is used and an option based questionnaire is prepared for personal interview and many open ended, grid type question, graphical question and ranking questions are used and the information gathered is used to conduct research and conclude their perception. Here data is collected from 200 respondents living in Sachin area and here for data analysis various software are used for example SPSS for many questions, for multi choice options Google Docs is used and for Chi-square and cross tabulation, excel program is used and total analysis is completed using various distributive frequencies, charts and percentages. But here many limitations were faced like limited knowledge of research, limited span related Sachin area only, lack of experience and respondents were sleeted as per convenience sampling. TABLE OF CONTENT CHAPTER TOPIC PAGE NO.
  5. 5. NO. DECLARATION ACKWNOLEDGMENT EXECUTIVE SUMMARY 1. INTRODUCTION 1.1 Introduction to Transportation Industry 1 1.2 Introduction to GSRTC 2 1.3 Introduction to topic 11 2. LITRETURE REVIEW 13 3. RESEARCH METHODOLOGY 4.1 Research Objectives 16 4.2 Research Design 16 4.3 Sources of Data 16 4.4 Population 17 4.5 Sampling: Frame, Technique, Samples 17 4.5 Data collection: Methods, Types of Data and instruments used 17 4.6: Data analysis: tools and techniques 18 4.7 Limitations of Research 18 4.8 scope of research 18 4. DATA ANALYSIS 20-78 5. FACTS AND FINDINGS 88 6. CONCLUSIONS AND SUGGESTIONS 92 BIBLIOGRAPHY ANNEXURE List of Charts: SR NO TOPIC PAGE NO
  6. 6. Chart 1 Awareness about various services 20 Chart 2 Do you agree that internal space and sitting arrangement of buses are comfortable? 22 Chart 3 Are you satisfied with sleeping berth and internal space in sleeper buses? 24 Chart 4 What do you feel about the price charged by GSRTC for their various services? 25 Chart 5 Do you favour that location of Sachin Bus Station is at right location? 27 Chart 6 Suggestion about location of Bus depot 28 Chart 7 Evaluations of various parameters of Bus Depots 32 Chart 8 Comparison with Railway of GSRTC 36 Chart 9 Ranking of GSRTC, MSRTC and RSRTC on various parameters 38 Chart 10 Comparison of GSRTC and Private service provider 41 Chart 11 Evolution of Bus conductors on various parameters 45 Chart 12 Evolution of Bus Drivers on various parameters 50 Chart 13 Satisfaction with SMS service for Express buses 52 Chart 14 Evolution of GSRTC website on various criteria 53 Chart 15 Agreement with crowd in the bus 57 Chart 16 Favouring of parcel courier service for GSRTC 58 Chart 17 Evaluation of GSRTC on timings and punctuality 60 Chart 18 Satisfaction with routes coverage 62 Chart 19 Suggestions for various routes 63 Chart 20 Agreement for improvement in quality after PPP 65 Chart 21 Satisfaction with frequency of various buses 67 Chart 22 Recommendation regarding GSRTC to others 70 Chart 23 Consumption pattern of mobile booking application 71 Chart 24 Evolution of mobile application on various parameters 73 Chart 25 Awareness regarding various services offered on discounted basis 75
  7. 7. Chart 26- 32 Various cross tabulation charts 76-88 List of Tables: SR NO TOPIC PAGE NO Table 1 Awareness about various services 20 Table 2 Do you agree that internal space and sitting arrangement of buses are comfortable? 22 Table 3 Are you satisfied with sleeping berth and internal space in sleeper buses? 23 Table 4 What do you feel about the price charged by GSRTC for their various services? 25 Table 5 Do you favour that location of Sachin Bus Station is at right location? 26 Table 6 Suggestion about location of Bus depot 28 Table 7 Evaluations of various parameters of Bus Depots 29-31 Table 8 Comparison with Railway of GSRTC 35 Table 9 Ranking of GSRTC, MSRTC and RSRTC on various parameters 37 Table 10 Comparison of GSRTC and Private service provider 40 Table 11 Evolution of Bus conductors on various parameters 43-44 Table 12 Evolution of Bus Drivers on various parameters 48-49 Table 13 Satisfaction with SMS service for Express buses 52 Table 14 Evolution of GSRTC website on various criteria 53 Table 15 Agreement with crowd in the bus 56 Table 16 Favouring of parcel courier service for GSRTC 58 Table 17 Evaluation of GSRTC on timings and punctuality 59 Table 18 Satisfaction with routes coverage 61 Table 19 Suggestions for various routes 63 Table 20 Agreement for improvement in quality after PPP 64
  8. 8. Table 21 Satisfaction with frequency of various buses 66 Table 22 Recommendation regarding GSRTC to others 70 Table 23 Consumption pattern of mobile booking application 71 Table 24 Evolution of mobile application on various parameters 72 Table 25 Awareness regarding various services offered on discounted basis 75 Table 26-32 Various cross tabulation tables 76-87
  9. 9. CHAPTER: 1 INTRODUCTION 1. Introduction to Transportation industry of India Transport in the Republic of India is an important part of the nation's economy. Since the economic liberalization of the 1990s, development of infrastructure within the country has progressed at a rapid pace, and today there is a wide variety of modes of transport by land, water and air. However, India's relatively low GNP per capita has meant that access to these modes of transport has not been uniform. Despite ongoing improvements in the sector, several aspects of the transport sector are still riddled with problems due to outdated infrastructure and lack of investment in less economically active parts of the country. The demand for transport infrastructure and services has been rising by around 10% a year with the current infrastructure being unable to meet these growing demands. According to recent estimates by Goldman Sachs, India will need to spend US$1.7 trillion on infrastructure projects over the next decade to boost economic growth, of which US$500 billion is budgeted to be spent during the Eleventh Five-Year Plan. The oldest Indian state transport undertaking is North Bengal State Transport Corporation founded by the Raj Darbar of Koch Bihar Kingdom regime on 1 April 1945 with three buses and three trucks. It is still vibrant and running, providing service to commuters of North Bengal region. Buses take up over 90% of public transport in Indian cities, and serve as a cheap and convenient mode of transport for all classes of society. Services are mostly run by state government owned transport corporations. However, after the economic liberalization, many state transport corporations have introduced various facilities like low-floor buses for the disabled and air-conditioned buses to attract private car owners to help decongest roads. Bangalore was the first city in India to introduce Volvo B7RLE intra-city buses in India in January 2006. Bangalore is the first Indian city to have an air-conditioned bus stop, located near Cubbon Park was built by airtel. APSRTC has been acknowledged as the single corporation having the largest bus fleet in the world. The city of Chennai houses one of Asia's largest bus terminus, the Chennai Mofussil Bus Terminus. In 2009, the Government of Karnataka and the Bangalore Metropolitan Transport Corporation flagged off a pro-poor bus service called the Atal
  10. 10. Sarige, aims to provide low-cost connectivity to the economically backward sections of the society to the nearest major bus station. 2. Company profile 2.1. Introduction to GSRTC Parent Government of Gujarat Founded May 1, 1960 Headquarters Central ST Workshop,Naroda, Ahmedabad Service area Gujarat Service type Bus Stops 1554 Stations 226 Depots 125 Fleet 6514 on road (2009-2010) of 8000 total Daily ridership 2324000 (2009-10) Annual ridership 848 Million (2009-10) Fuel type Diesel, CNG Chief executive B.H. Ghodasara (Chairman)
  11. 11. Vice-Chairman & Managing Director Mukesh Puri Website www.gsrtc.in, www.gujaratsrtc.com 2.2.Introduction To GSRTC Gujarat State Road Transport Corporation (GSRTC) is a passenger transport organization providing bus services both within Gujarat and neighboring states. GSRTC came into existence on 1st May, 1960 on formation of Gujarat. From a modest beginning of 7 divisions, 76 depots and 7 divisional workshops and a fleet of 1,767 buses it has gone 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. GSRTC aka Gujarat state road Transport Corporation is a road transport organization 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 300
  12. 12. bus stations. GSRTC runs Mofussil bus services (Road transportation to major cities, small villages 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 bus services, and are very affordable. Gujarat State Road Transport Corporation (GSRTC) is a public transport corporation 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, Rajkot, Surat and Navsari. 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 - Ahmadabad Over and above these bus route services GSRTC also provides special bus route services for Festivals, Industrial zones, schools and colleges, pilgrim places. GSRTC buses are available to the public through contractual agreements special occasions. GSRTC also offers educational trips to the students. Please contact the appropriate offices for further information.
  13. 13. Special Services: GSRTC provides the following special services  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 occasions 2.3. Fare Structure 1. Ordinary/ local Buses 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. Thereafter, Rs.1.70 per passenger per stage of 6 Km. or part thereof shall be chargeable. In addition to the fare calculated above, the passenger shall be chargeable additional fare of : i. Re.2/- 1 stage to 1.5 stages. ii. Rs.3/- 2 stage to 2.5 stage iii. Rs.5/- 3 stage to 10 stage iv. Rs.3/- 11 stage to 15 stage v. Rs.2/- 16 stage to 25 stage vi. Rs.1/- 26 stage to 35 stage. Provided that the minimum fare shall be Rs.5.00 per adult passenger and Rs.3.00 per child passenger for the first stage of 6 Km. or part thereof. There shall be no sub-stage beyond 10 stages. o Provided further that where the place of boarding is not a stage or sub-stage point, the distance travelled shall be calculated from the immediately preceding stage or sub-stage point and where the place of getting down is not a stage or sub-stage point, the distance travelled shall be calculated up to the immediately succeeding stage or sub-stage point.
  14. 14. 2. 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: 1) Re.2/- up to first one stage shall be chargeable. 2) Rs.1/- per passenger for a journey from 2 to 5 stages shall be chargeable. 3) Rs.11/- per passenger for a journey beyond from 6 to 10 stages shall be chargeable. 4) Rs.23/- Per passenger for a journey beyond 10 stages shall be chargeable 5) There shall be no sub-stage Provided that the minimum fare shall be Rs.7.00 per adult passenger and Rs.4.00 per child passenger 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 shall be calculated from the immediately preceding stage point and where the place of getting down is not a stage point, the distance travelled shall be calculated up to the immediately succeeding stage point. 3. 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: i. Rs.3/- per passenger for a journey up to 10 stages shall be chargeable. ii. Rs.7/- per passenger for a journey from 11 to 30 stages shall be chargeable. iii. Rs.8/- per passenger for a journey beyond 30 stages shall be chargeable. iv. There shall be no sub-stage. Provided that the minimum fare shall be Rs.10.00 per adult passenger and Rs.5.00 per child passenger 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 be calculated from the immediately preceding stage point and where the place of getting down is not a stage point, the distance travelled shall be calculated up to the immediately succeeding stage point..
  15. 15. 4. 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. 5. For Gandhinagar City Services and Other City Services: 1) Rs.4.00 per passenger per stage or part thereof for first stage. 2) Thereafter Re.1/- per passenger per stage or part thereof up to 11 stage. 3) Thereafter Re.1/- per passenger per every two stage or part thereof from 12th and 13th stage. 4) Thereafter Re.1/- per passenger per every three stage or part thereof. 5) 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. 6) Where express services declared as such by the Gujarat State Road Transport Corporation and as approved by the State Transport Authority or the Regional Transport Authorities concerned are provided the same rate as mentioned in [1], [2], [3], [4], [5] above plus 25% of the same. The minimum fare chargeable shall be Rs.4.00 per adult passenger and Rs.2/- for child passenger 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 be calculated from the immediately preceding stage point and where the place of getting down is not a stage point, the distance travelled shall be calculated up to the immediately succeeding stage point.
  16. 16. 6. Sleeper Coach Services: In Case of sleeper coach bus services Rs.50 per Berth per passenger shall be chargeable in addition to fare prescribed in column 7. 7. A.C Coach Services If air conditioned luxury coach bus services declared as such by the Gujarat state road transport corporation and approved by the state transport authority of regional transport authority concerned are provided the following fare charges, namely The 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 child passenger (up to 12 year age) There shall be no charge in above rules of stage and there shall no sub-stage. 2.4.Performance of GSRTC Operational Results of the year 2012 - 13 (Tent.) Average schedules operated per day 6441 Average number of vehicles on the road 6694 Average vehicle utilization (kms. per day) 428 Total traffic earnings (Rs. in Millions) 17733 Number of passengers traveled (in Millions) 842
  17. 17. Kms. obtained per liter of diesel 5.5 Fleet utilization 86.72 2.5.GSRTC Divisions GSRTC got 16 divisions which are as following. Division Referred As Ahmedabad Aashram Amreli Gir Vadodara (Baroda) Vishwamitri Bhavnagar Shetrunjay Bhuj Kutch Bharuch Narmada Godhra Pavagadh Himmatnagar Sabar Jamnagar ( Rajkot ) Dwarka Junagadh Somnath Mehsana Modhera Nadiad Amul Palanpur Banas Rajkot Saurashtra Surat Surya Nagri Valsad Daman Ganga 3. What is consumer Perception Perception (from the Latin perception, perception) is the organization, identification, and interpretation of sensory information in order to represent and understand the environment. Perception can have various meanings but in marketing, it is often described as a process by which a consumer identifies, organizes, and interprets information to create meaning. A consumer will selectively perceive what they will ultimately classify as their needs and wants.
  18. 18. Perception is a psychological variable involved in the purchase decision process that is known to influence consumer behavior. Other variables included in this consumer process include: motivation, learning, attitude, personality, and lifestyle. All of these concepts are crucial in interpreting the consumer buying process and can also help guide marketing efforts. Selective Perception is the process by which individuals perceive what they want to in media messages and disregard the rest. Seymour Smith, a prominent advertising researcher, found evidence for selective perception in advertising research in the early 1960s, and he defined it to be "a procedure by which people let in, or screen out, advertising material they have an opportunity to see or hear. They do so because of their attitudes, beliefs, usage preferences and habits, conditioning, etc." People who like, buy, or are considering buying a brand are more likely to notice advertising than are those who are neutral toward the brand. This fact has repercussions within the field of advertising research because any post-advertising analysis that examines the differences in attitudes or buying behavior among those aware versus those unaware of advertising is flawed unless pre-existing differences are controlled for. Selective perceptions are categorized under two types: a low level of perception, known as perceptual vigilance, and a higher level of perception, known as perceptual defense. Perception can be shaped by learning, memory and expectations. The Customer Perceived value of a product is the difference between the prospective customer's evaluation of all the benefits and all the costs of an offering, in comparison to the perceived alternatives. Formally it may be conceptualized as the relationship between the consumer's perceived benefits in relation to the perceived costs of receiving these benefits. It is often expressed as the equation: Value = Benefits / Cost The customers get benefits and assume costs. 4. Introduction to study the perception of people of Sachin Area towards various services provided by GSRTC during January 2014 to March 2014
  19. 19. GSRTC serves the role of lifeline across the state of Gujarat. Over past 53 years of its existence, it has proved to be a dependable mode of transportation in every nook and corner of the state. It is providing services in most of the rural areas of the state. The environment has thrown up GSRTC to the challenges like productivity improvement, mark orientation and financial engineering. GSRTC has been trying hard to face the new challenges through vigorously pursuing a process of technical and managerial up gradation. Gujarat State Road Transport Corporation has played a pivotal role in the economic growth of the state through operating an extensive passenger transport network and reaching out to villages. It provides direct employment to approximately 52000 people whose professional skills are kept in high regard even by people outside GSRTC. Various controllable and uncontrollable factors affect the performance of the GSRTC. It is hypothesized that by controlling at least controllable factors GSRTC can improve its operational performance and thereby customer service. The main motto behind performance review of GSRTC is to contribute in improving performance of GSRTC and provide best service to its customers and satisfy the needs of customers behind the transportation problems. The study entitled “consumer perception towards various GSRTC services” is conducting in Sachin area The study is undertaken to know the perception, attitude and knowledge of the people of Sachin area towards various GSRTC services. The study is conducting by collection of information from various people who travel through GSRTC bus or who have knowledge in Sachin area The respondents have mostly travelled through railway and many other private buses and not in GSRTC bus due to lack of awareness & negative perception towards GSRTC services. The expectations of the travelers are quite high. Many expect very high level of services from GSRTC like good conditioned buses, connectivity with each and every place of Gujarat and neighboring states or location of Bus station at their work place and home.
  20. 20. Regularity in travelling, where they are living and where they want to go also has a major impact in choosing the means of travelling The study also asks about level of awareness towards E-ticketing and website of GSRTC and satisfaction level of passengers towards these. . Project Title: “A Study to know perception of people of Sachin Area towards various GSRTC services during January 2014 to March 2014 . Problem Statement : Many people have travelled through GSRTC buses but many of other people either don’t know about GSRTC services or they have wrong perceptual image about various aspects of GSRTC like Depots, Drivers, Conductors and condition of buses etc. so to know about what they think and what they expect from GSRTC which can be improved. CHAPTER: 2 LITRETURE REVIEW 1. 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
  21. 21. 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. 5. 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.
  22. 22. 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 of a region or a state or a country. The dependence of India and more so of Uttar Pradesh on agriculture provides large scale opportunities for developing agro-based industries and the same requires adequate availability of transport infrastructure. 9. Sudarshanam Padam discussed in detail, the history of bus transport in India, various forms of organizations in State Transport Undertakings, its management and performance by way of comparison from 1970-1980 in Andhra Pradesh, Maharashtra, Gujarat and Karnataka State Road Transport Corporations. He also identified the problems in performance. 10. 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 mainly influenced by two variables namely fleet utilization and vehicle utilization. The Committee advocated for a direct exchequer subsidy to urban transport undertakings in view of the social benefits that they extend. 11. Central Institute of Road Transport (CIRT), Pune, contributed a paper to a seminar on “How to Make STUs Financially Viable?”, held by Association of Road Transport Undertakings, New Delhi, identified the problems of interest burden, constraints on increasing fare, leakages of traffic revenue, and traffic management as major problems in the way of effective management of State Transport Undertakings and made some practicable suggestions.
  23. 23. Chapter 3: RESEARCH METHODOLOGY 4.1.Objectives of the Study:. a. Primary Objective  To study whether People of Sachin area are aware various services provided by GSRTC.  To understand and analyse perception and attitude of people of Sachin area towards various services provided by GSRTC. b. Secondary objectives  To find out the passenger’s level of satisfaction towards buses and various other GSRTC services.
  24. 24.  To know the passenger’s expectation towards GSRTC services.  To understand and analyse online booking and mobile application using pattern across the Gender and age wise.  Demographics. 4.2. RESEARCH DESIGN  In this project in order to meet the research objectives, descriptive research design is used for study. DESCRIPTIVE RESEARCH DESIGN  Descriptive research design includes surveys and fact findings, enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs, as it exists at present. In social science and business research, we quite often use the term ex post facto research for descriptive research studies. The main characteristics of this method are that the researcher has not control over the variable; he can only report what has happened or what is happening. Most ex post facto research projects are used for descriptive studies in which the researcher seeks to measure such items.  Descriptive research method will be applicable to the existing problem. In this project e.g preference of passengers to prefer GSRTC, perception towads Drivers, Conductors, Bus depots and Buses on various parameters. 4.3. POPULATION  The population for this project is people who are traveling through GSRTC bus and People who are aware about GSRTC services of Sachin area. 4.4. SAMPLING 1. SAMPLING TECHNIQUE: Convenient sampling Under Non-probabilistic Sampling. Under the Convenient Sampling of 200 respondents is taken.
  25. 25. 2. SAMPLE SIZE: In this project 200 sample size is taken. 3. SAMPLE FRAME: As total population is not known . sample frame can not defined. 4.5. Data Collection 1. TYPE OF DATA  Primary data : Questionnaire And personal discussion with People traveling through GSRTC Buses and who are aware abot GSRTC services.  Secondary data : Various marketing and marketing research books, Journals and write ups available regarding Consumer perception. 2. INSTRUMENTAL USED  Questionnaire – In Questionnaire , both open ended and structured questions are used. In structured questions dichotomous questions, Ranking questions, rating questions, graphical and Grid type questions are involved. 3. METHOD  Personal survey Method . In this method Data is collected by convincing and asking question to those who are consuming and aware of various GSRTC services. 4.6. Data Analysis: Tools & Techniques :  Graphical charts, pie charts, Bar charts , Cross tabulation and chi square test are used.  The data was processed through tabulated frequency distributions using the SPSS program. A correlation statistical technique was then used to test and establish the
  26. 26. strength of the relationship between the variables. A regression model was used to examine the percentage of variance of the dependent variable explained by the independent variables for prediction purposes. Many others like chi test,…can be used 4.7. Limitation of Work:  The survey is limited to Sachin area only.  Study of awareness and perception of the passengers is only based on sample size.  Since the study is based on the Convenient sampling it may not depict the accurate outcome for population.  Level of accuracy of results of research is restricted to the accuracy level with which the investors have given answers and the accuracy level of the answer cannot be predicted  The findings are based solely on the information provided by the respondents and there is a possibility of biased results. 4.8. Scope of Study  This study is limited to only Sachin area the study is carried out to know the awareness perception of people towards GSRTC, this study further can be done on any part of Gujarat. This study can be used for other related studies about Depots, Buses or GSRTC employees or online booking etc. It assesses the preference of choosing means of travelling by the respondents.
  27. 27. CHEPTER: 4 DATA ANALYSIS Question#01: Mark the services you are aware of, which are provided by GSRTC Frequency table number:01 Services provided Frequency Percentages 1. Online booking facility 146 73 2. Express bus timetable through SMS 66 33 3. Buses connecting to industrial Zones 93 47 4. Buses connecting to Ahmadabad international airport 100 50 5. Festival services connecting to seasonal festivals 124 62 6. concession to students and daily commuters 107 54 7. Free travelling for girls living in Rural areas 79 40 Source: SPSS software analysis Chart Number:01
  28. 28. Interpretation From the above table and chart, we can say about awareness regarding various services as following: o 73% of the population knows about the online booking facility of GSRTC and that ¾ of the population has awareness regarding online booking facility of GSRTC. o Only 1/3 population of Sachin area are aware about service of sending time-table through SMS and they are 33% of the total population. o Less than the half of the population is aware about the service Buses connecting to industrial zone that is 47% of the population. o Half of the population knows about the service of buses connecting to Ahmadabad international airport. o 62% of the population knows about the festival service of GSRTC in which GSRTC provides the service of Buses connecting to various festivals of Gujarat. o Only half of the population knows about the service of providing passes to students and daily commuters at the concessional rate and they are 54% of the total population. o Free travelling for rural girls for that is pass service without any cost and 40% of the population has the awreness regarding this service. 73 33 47 50 62 54 40 Awareness about various services provided Online booking facility Express bus timetable through SMS Buses connecting to industrial Zones Buses connecting to Ahmadabad international airport Festival services connecting to seasonal festivals concession to students and daily commuters Free travelling for girls living in Rural areas
  29. 29. Hence we can conclude that in almost all services half of the population of Sachin area has awareness regarding various services provided by GSRTC. Question#02: Do you agree that internal space and sitting arrangement of buses are comfortable? Frequency table: 02 Parameters Frequency Percent Cumulative Percent Strongly agree 45 22.5 22.5 Agree 97 48.5 71.0 Neutral 30 15.0 86.0 Disagree 16 8.0 94.0 Strongly disagree 12 6.0 100.0 Total 200 100.0 Source: SPSS software analysis Average level of satisfaction with sitting arrangement and internal space: 2.27 Chart Number: 02
  30. 30. Interpretation From the above chart and average mean we can have following conclusions about comfortness of internal space and sitting arrangement of buses. o Majority of the respondents are agree that sitting arrangement and space are comfortable and they are almost half of the total population that is 48.5% o Very less number of people are disagree with sitting arrangement that is only 8% only and 6% are only disagree and hence we can say that dissatisfied with sitting arrangement of GSRTC buses. o ¼ of the population are very happy and satisfied with internal sitting arrangement and space and they are 22.5% of total population. While 15% people are nighters agree nor disagree. Thus we can conclude that people of Sachin area are satisfied with sitting arrangement and internal space of GSRTC bus. Question#03: Are you satisfied with sleeping berth and internal space in sleeper buses? Frequency table: 03 0 10 20 30 40 50 stongly agree Agree Neutral disagree strongly disagree 22.5 48.5 15 8 6 Do you agree that internal space and sitting arrangement of buses are comfortable?
  31. 31. Parameter Frequency Percent Cumulative Percent Strongly agree 20 10.0 10.0 Agree 113 56.5 66.5 Neutral 46 23.0 89.5 Disagree 16 8.0 97.5 Strongly disagree 5 2.5 100.0 Total 200 100.0 Source: SPSS software analysis Average level of satisfaction with sitting arrangement and internal space: 2.37 Chart Number:03 Interpretation From the above chart and average mean we can have following conclusions about satisfaction with sleeping berth and internal space in sleeper buses. 10 56.5 23 8 2.5 Are you satisfied with sleeping berth and internal space in sleeper buses Strongly agree Agree Neutral Disagree Strongly disagree
  32. 32. o Majority of the respondents are agree that sleeping berth and internal space in sleeper buses are comfortable and they are more than half of the total population that is 56.5% o Very less number of people are disagree with sleeping berth and internal space in sleeper buses that is only 8% only and 2.5% are only disagree and hence we can say that very less number of people are dissatisfied with sleeping berth and internal space in sleeper buses of GSRTC buses. o 1/10 of the population is very happy and satisfied with internal sitting arrangement and space and they are 10% of total population. While 23% people are neither agree nor disagree. Thus we can conclude that people of Sachin area are satisfied sleeping berth and internal space in sleeper buses. Question#04: What do you feel about the price charged by GSRTC for their various services? Frequency table: 04 Parameters Frequency Percent Cumulative Percent very high 20 10.0 10.0 High 66 33.0 43.0 reasonable 97 48.5 91.5 Low 8 4.0 95.5 very low 9 4.5 100.0 Total 200 100.0 Source: SPSS software analysis Average level of satisfaction the price charged by GSRTC for their various services: 2.60 Chart Number : 04
  33. 33. Interpretation From the above chart and average mean we can have following conclusions about satisfaction with the price charged by GSRTC for their various services. o Majority of the respondents are agree that sleeping the price charged by GSRTC for their various services are reasonable and they are neither high nor low and they are almost half of the total population that is 48.5%. o Very high number of population believes that the price charged by GSRTC for their various services is high and they are almost 1/3 of the population that is 33%. o Very less number of people feel that the price charged by GSRTC for their various services that is low that is only 4% and 4.5% are only who believe that the price charged by GSRTC for their various services are very low. o 1/10 of the population feels that the price charged by GSRTC for their various services are very high and they are 10% of total population. Thus we can conclude that people of Sachin area feel that price charged by GSRTC is high to some extent moderate in nature. 10 33 48.5 4 4.5 What do you feel about the price charged by GSRTC for their various services? very high high reasonable low very low
  34. 34. Question # 05 Do you favour that location of Sachin Bus Station is at right location? Frequency table: 05 Parameters Frequency Percent Cumulative Percent Yes 148 74.0 74.0 No 52 26.0 100.0 Total 200 100.0 Source: SPSS software analysis Average level of satisfaction with location of Sachin Bus Station: 1.26 Chart number:05 Interpretation From the above chart and average mean we can have following conclusions about satisfaction level with location of Sachin bus station. 0 10 20 30 40 50 60 70 80 Yes No 74 26 Do you favour that location of Sachin Bus Station is at right location?
  35. 35. o Majority of the respondents are agree and satisfied with location and they are almost ¾ of the population that is 74% of the population. o ¼ of the population are dissatisfied with location of bus station that is 26% of the total population. Thus we can conclude that people of Sachin area feel happy and satisfied with the location of Sachin bus station. Question # 06: According to you, which of the following location would be a better location for a Bus Stand? Frequency table: 06 Parameter Frequency Percent Cumulative Percent Sachin GIDC area 7 13.5 13.5 Sachin Housing area 18 34.6 48.1 Lajpor Central Jail area 2 3.8 51.9 Sachin station Road area 22 42.3 94.2 Other 3 5.8 100.0 Total 52 100.0 Source: SPSS software analysis Average mean of suggestions about location of Sachin Bus Station: 1.26 Chart Number: 06
  36. 36. Interpretation From the above chart we can say about location preference for Sachin bus station is as following: o Majority of people feel that Sachin bus station area should be at Sachin station road area that is 42.3% people say it. o While 1/3 of the population that is 34.6% people say that location should be at Sachin Housing area. o While location preference of bus station is very less at Sachin GIDC and Lajpor central jail Area that is 13.5% and 3.8% only respectively. o While 5% of people have show their preference to area such as Pardi, palsana chowkdi and Bhestan. Thus if current location of bus station is needed to be changed then it should be at Station road or Housing area. Question 7(combined of 5 questions) Question #07.1 Rate GSRTC Bus Depots and Bus Stations on cleanliness criteria. 13.5 34.6 3.8 42.3 5.8 0 5 10 15 20 25 30 35 40 45 Sachin GIDC area Sachin Housing area Lajpor Central Jail area Sachin station Road area other location that would be a better location for a Bus Stand
  37. 37. Average level of satisfaction with cleanliness of bus depots: 2.92 Frequency table: 7.1 Parameter Frequency Percent Cumulative Percent Worst 13 6.5 6.5 Bad 47 23.5 30.0 Average 85 42.5 72.5 Good 47 23.5 96.0 Best 8 4.0 100.0 Total 200 100.0 Source: SPSS software analysis Question #07.2 Rate GSRTC Bus Depots and Bus Stations on sitting arrangement. . Average level of satisfaction with sitting arrangement on bus depots: 2.95 Frequency table: 7.2 Parameter Frequency Percent Cumulative Percent Worst 13 6.5 6.5 Bad 42 21.0 27.5 Average 67 33.5 61.0 Good 63 31.5 92.5 Best 15 7.5 100.0 Total 200 100.0 Source: SPSS software analysis Question #07.3 Rate GSRTC Bus Depots and Bus Stations on inquiry counter.
  38. 38. Average level of satisfaction with inquiry counter of bus depots: 3.13 Frequency table: 7.3 Parameter Frequency Percent Cumulative Percent Worst 20 10.0 10.0 Bad 48 24.0 34.0 Average 74 37.0 71.0 Good 46 23.0 94.0 Best 12 6.0 100.0 Total 200 100.0 Source: SPSS software analysis Question #07.4 Rate GSRTC Bus Depots and Bus Stations on water facility. Average level of satisfaction with water facility of bus depots: 2.91 Frequency table: 7.4 Parameter Frequency Percent Cumulative Percent Worst 33 16.5 16.5 Bad 47 23.5 40.0 Average 62 31.0 71.0 Good 47 23.5 94.5 Best 11 5.5 100.0 Total 200 100.0 Source: SPSS software analysis Question #07.5 Rate GSRTC Bus Depots and Bus Stations on advance ticket window.
  39. 39. Average level of satisfaction with cleanliness of bus depots: 2.78 Frequency table: 7.5 Parameter Frequency Percent Cumulative Percent Worst 11 5.5 5.5 Bad 46 23.0 28.5 Average 61 30.5 59.0 Good 43 21.5 80.5 Best 39 19.5 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number : 07
  40. 40. Interpretation From the above chart we can say about various aspects about GSRTC bus depots as following. 1. Cleanliness o Majority of people say that cleanliness at bus depot are moderate means average which can be said that according to 42.5% people of Sachin area, bus depots are neither clean nor dirty. o While 23.5 % people say that bus depots are in Bad condition as far as cleanliness is concerned. o While very less number of people feels that bus depots are very dirty and they are only 6.5%. 6.5 23.5 42.5 23.5 4 6.5 21 33.5 31.5 7.5 10 24 37 23 6 16.5 23.5 31 23.5 5.55.5 23 30.5 21.5 19.5 0 5 10 15 20 25 30 35 40 45 Worst Bad Average Good Best cleaniness sitting arrengement inquiry counter water facility advance ticket window
  41. 41. o But at the same time people favoring that bus depots are very clean is also very less in number and they are only 4% of total population. o While 23.5% people feel that depot are good as far as cleanliness is concerned. Hence we can conclude that people of Sachin area believe that bus Depots are neither clean nor dirty, they are average as far as cleanliness is concerned. 2. Sitting arrangement o 1/3 of population say that sitting arrangement at bus depot are moderate means average which can be said that according to 33.5% people of Sachin area, bus depots have sitting arrangement neither bad nor good. o While 31.5 % people say that bus depots are in Bad condition as far as sitting arrangement is concerned. o While very less number of people feels that bus depots are worst if sitting arrangement is concerned and they are only 7.5%. o But at the same time people favoring that bus depots have very best sitting arrangement are also very less in number and they are only 6.5% of total population. o While 21% people feel that depot are good as far as sitting arrangement is concerned. Hence we can conclude that people of Sachin area believe that bus Depots are neither bad nor good, they are average as far as sitting arrangement is concerned. 3. Inquiry counter o More than 1/3 of population say that inquiry counter at bus depot are average means from inquiry counter information that one can obtain is of average quality and it can be said that according to 37% people of Sachin area, bus depots have inquiry counter neither bad nor good. o While 24 % people say that bus depots are in Bad condition as far as inquiry counter is concerned, people will not get required information. o While very less number of people feels that bus depots are worst if inquiry counter is concerned and they are only 10%. o But at the same time people favoring that bus depots have very best inquiry counters are also very less in number and they are only 6% of total population.
  42. 42. o While 23% people feel that depot are good as far as inquiry counter is concerned. Hence we can conclude that people of Sachin area believe that bus Depots are neither bad nor good, they are average as far as inquiry counter is concerned. 4. Water facility o Less than 1/3 of population say that water facility at bus depot are moderate means average which can be said that according to 31% people of Sachin area, bus depots have water facility neither bad nor good. o While 23.5 % people say that bus depots are in Bad condition as far as sitting water facility is concerned means one might get bad quality water and or even may not get water on some depots. o While very less number of people feels that bus depots are worst if water facility is concerned and they are only 16.5%. So highly dissatisfaction with water facility amongst people of Sachin area is less. o But at the same time people favoring that bus depots have very best water facility are also very less in number and they are only 5.5% of total population. So highly satisfaction with water facility amongst people of Sachin area is very less. o While 23.5% people feel that depot are good as far as water facility is concerned. Hence we can say that people of Sachin area believe that bus Depots are having bad water facility and very large number of people are not satisfied with water facility. 5. Advance ticket window o Less than 1/3 of population say that advance ticket window at bus depot are average and it can be said that according to 30.5% people of Sachin area, bus depots have advance ticket window neither bad nor good. o While 23 % people say that bus depots are in Bad condition as far as advance ticket window is concerned, people will not get required registration in advance. o While very less number of people feels that bus depots are worst if advance ticket window is concerned and they are only 5.5%.
  43. 43. o But at the same time people favoring that bus depots have very best advance ticket window are also very less in number and they are only 14.5% of total population. And hence we can say that high satisfaction with advance ticket window is less in Sachin area. o While 21.5% people feel that depot are good as far as advance ticket window is concerned. Hence we can conclude that people of Sachin area believe that bus Depots are good as far as advance ticket window is concerned so we can say that people of Sachin area is satisfied with advance ticket window. Question # 08: Rate GSRTC and Railway following Factors Frequency table: 08 Factors GSRTC Railway Average Frequency Percent Frequency Percent 1. Rates charged 41 20.5 159 79.5 1.80 2. Availability of buses /Train 80 40.0 120 60.0 1.60 3. Cleanliness 158 79.0 42 21.0 1.21 4. Conditions of Buses/ train 116 58.0 84 42.0 1.42 5. Routes covered 126 63.0 74 37.0 1.37 6. Timings and punctuality 109 54.5 91 45.5 1.46 7. Comfort 92 46.0 108 54.0 1.54 8. Crowd 67 33.5 133 66.5 1.67 Source: SPSS software analysis Chart Number: 08
  44. 44. Interpretation  From the above chart we can say on various aspects through comparison between Railway and GSRTC. o Almost 4/5 which is 79.5% of the population of Sachin area feels that railway is more economical compared to GSRTC while only 20.5% only believe that GSRTC is economical. So we can say that railway is best at Rates charged. o While Sachin area population feels that trains are easily available rather than GSRTC buses, only 40% people feels that GSRTC buses are easily available compared to railway with 60%. o On cleanliness issue Sachin area population found GSRTC 3 times better then railway, 79% people believe that GSRTC buses and Depots are more clean then Railway station and trains. 0 10 20 30 40 50 60 70 80 20.5 40 79 58 63 54.5 46 33.5 79.5 60 21 42 37 45.5 54 66.5 GSRTC Railway
  45. 45. o Compared to conditions of trains, 58% of people of Sachin area found that GSRTC bus’s condition is better. o 3/5 People of Sachin area that is 63% feels that GSRTC is covering more routes compared to railway. o If we compare railway and GSRTC, 54.5% of people feel that GSRTC is more punctual and with proper timing then Railway. o More than half of population of Sachin area that is 54% feels that Railway train is more comfortable then GSRTC buses. o 2/3 of the population feels that Railway trains are more crowded then GSRTC buses, so we can say that GSRTC buses are less crowded according to people of Sachin area. Question # 09: Rank GSRTC, MSRTC and RSRTC on following Factors. Frequency table: 09 Factors Rank:1 Rank:2 Rank:3 Frequency % Frequency % Frequency % 1. Rates charged 115 57.5 42 21 43 21.5 2. Availability of buses 129 64.5 31 15.5 40 20 3. Cleanliness 132 66 59 29.5 9 4.5 4. Conditions of Buses 117 58.5 54 27 29 14.5 5. Routes covered 152 76 26 13 22 11 6. Timings and punctuality 149 74.5 31 15.5 20 10 7. Comfort 98 49 48 24 54 27 8. Crowd 127 63.5 51 25.5 22 11 Source: SPSS software analysis Chart Number: 09
  46. 46. Interpretation  From the above chart we can say on various aspects through ranking among GSRTC, MSRTC and RSRTC as following. o Almost 3/5 of the population said that GSRTC is best as far as rates charges are concerned means 57.5% population says that GSRTC is economical, while around 20% people says that MSRTC and RSRTC are better then GSRTC if rates charged are concerned. o While almost 2/3 of the population belives that GSRTC buses are best as far as availability of buses are concerned. While rest of the population considers RSRTC and MSRTC better then GSRTC. Rates charged Availability of buses Cleanliness Conditions of Buses Routes covered Timings and punctuality Comfort Crowd 57.5 64.5 66 58.5 76 74.5 49 63.5 21 15.5 29.5 27 13 15.5 24 25.5 21.5 20 4.5 14.5 11 10 27 11 Rank GSRTC, MSRTC AND RSRTC on various parameters Rank 3 Rank 2 Rank 1
  47. 47. o While 2/3 of the population says that GSRTC buses have more cleanliness compared to MSRTC and RSRTC. o While 58.5% of the population rates GSRTC before MSRTC and RSRTC as far as condition of buses is concerned. o While almost ¾ of the population that 74.5% is believes that GSRTC is able to cover more routes compared to MSRTC and RSRTC. o 76% of the population rates GSRTC before MSRTC and RSRTC as far as timings and punctuality is concerned. o Almost half of the population that is 49% people said that GSRTC buses are more comfortable compared to MSRTC and RSRTC. o While 63.5% of the population believes that GSRTC buses are more crowded compared to MSRTC and RSRTC. Question # 10: Rank GSRTC and private buses service provider on following Factors Frequency table: 10
  48. 48. Factors GSRTC service provider Average Frequency Percent Frequency Percent 1. Time taken for travelling 90 45.0 110 55.0 1.55 2. Rates/ fare charges 128 68.0 72 36.0 1.36 3. Availability 124 62.0 76 38.0 1.38 4. Timings 124 62.0 76 38.0 1.38 5. Online/ advance booking facility 114 57.0 86 43.0 1.43 6. Condition of Buses 97 48.5 103 51.5 1.52 7. Reliability of service provider 106 53.0 94 47.0 1.47 8. Cleanliness 85 42.5 115 57.5 1.58 9. Websites of that institute 140 70.0 60 30.0 1.30 10. Discounts on group booking 143 71.5 57 28.5 1.29 11. Discounts on return tickets 141 70.5 59 29.5 Source: SPSS software analysis Chart Number: 10
  49. 49. Interpretation  From the above chart we can say on various aspects through comparison between private service providers and GSRTC. o According to people of Sachin area private buses are taking less time compared to GSRTC buses and hence can say that according 55% population of Sachin area private buses are much more faster than GSRTC. o More than 3/5 People of Sachin area that is 68% feels that GSRTC is more economical compared to private buses. 45 68 62 62 57 48.5 53 42.5 70 71.5 70.5 55 36 38 38 43 51.5 47 57.5 30 28.5 29.5 comparison private buses service provider on variousFactors GSRTC private service provider
  50. 50. o Sachin area population feels that GSRTC buses are easily available rather than private buses, only 38% people feels that private buses are easily available compared to GSRTC with 62%. o If we compare private and GSRTC, 62% of people feel that GSRTC is much more better compared to private service providers as far as timings is concerned. o While online booking issue is concerned 57% of population found GSRTC better compared to private buses with only 43% and hence from GSRTC advance and online booking facility is good. o If condition of vehicle is concerned then both private and GSRTC buses are equal where GSRTC is 48.5% while private with 51.5%. o Reliability of service provider if we consider than people of Sachin area found both as equal where GSRTC is with57% while Private is with 43% of the population. o On cleanliness issue Sachin area population found private buses better then GSRTC bus, less than half of the population with 42.5% people believes that GSRTC buses and Depots are clean More than half of population of Sachin area that is 54% feels that Railway train is more comfortable then GSRTC buses. o And we consider website of institute, discount on group booking and discount on return ticket GSRTC is 2.5 times better than private firm having 70%, 71.5% and 70.5% respectively compared to private firms with 30%, 28.5% and 29.5% respectively. Question #11.1 Rate GSRTC Bus conductors of GSRTC on their Behaviour .
  51. 51. Average level of satisfaction with behaviour of bus conductors: 3.02 Frequency table: 11.1 Parameter Frequency Percent Cumulative Percent Worst 15 7.5 7.5 Bad 33 16.5 24.0 Average 96 48.0 72.0 Good 45 22.5 94.5 Best 11 5.5 100.0 Total 200 100.0 Source: SPSS software analysis Question #11.2 Rate GSRTC Bus conductors of GSRTC on their honesty. Average level of satisfaction with honesty of bus conductors: 2.86 Frequency table Parameter Frequency Percent Cumulative Percent Worst 13 6.5 6.5 Bad 64 32.0 38.5 Average 72 36.0 74.5 Good 41 20.5 95.0 Best 10 5.0 100.0 Total 200 100.0 Source: SPSS software analysis Question #11.3 Rate GSRTC Bus conductors of GSRTC on their helpfulness.
  52. 52. Average level of satisfaction with helpfulness of bus conductors: 3.06 Frequency table: 11.3 Parameter Frequency Percent Cumulative Percent Worst 21 10.5 10.5 Bad 46 23.0 33.5 Average 60 30.0 63.5 Good 41 20.5 84.0 Best 32 16.0 100.0 Total 200 100.0 Source: SPSS software analysis Question #11.4 Rate GSRTC Bus conductors of GSRTC on their dressing sense. Average level of satisfaction with dressing sense of bus conductors: 3.09 Frequency table: 11.4 Parameter Frequency Percent Cumulative Percent Worst 8 4.0 4.0 Bad 53 26.5 30.5 Average 72 36.0 66.5 Good 53 26.5 93.0 Best 14 7.0 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 11
  53. 53. From the above chart we can say about various aspects about GSRTC conductors as following. 1. Behaviour o Almost half of population say that conductors of bus are moderate as far as behaviour is concerned means it can be said that according to 48% people of Sachin area, bus conductors are behaving neither good nor bad. o While 16.5% people say that bus conductors are bad as far as behaviour is concerned. Means 16.5% persons feels that conductors are not properly behaving. 7.5 16.5 48 22.5 5.5 6.5 32 36 20.5 5 4 26.5 36 26.5 7 10.5 23 30 20.5 16 0 10 20 30 40 50 60 Worst Bad Average Good Best dressing sense helpfulness honesty behaviour
  54. 54. o While very less number of people feels that bus conductors are not at all behaving well and very hasty in nature and they are only 7.5% that is less than the 1/10 of the population. o But at the same time people favoring that bus conductors are very nicely behaving is also very less in number and they are only 5.5% of total population. o While 26.5% people feel that conductors are good as far as behaviour is concerned. Hence we can conclude that people of Sachin area have belief that GSRTC bus conductors are helping in nature. 2. honesty o More than 1/3 of population say that conductors of bus are moderate as far as honesty is concerned means it can be said that according to 36% people of Sachin area, bus conductors are honest means they are loyal to their job. o While 32% people say that bus conductors are bad as far as honesty is concerned. Means 23% persons feels that conductors are not honest and not doing their job moralistically. o While very less number of people feels that bus conductors are not at all honest and they are only 7.5% that is less than the 1/10 of the population. o But at the same time people favoring that bus conductors are very honest are also very less in number and they are only 5% of total population. o While 20.5% people feel that conductors are good as far as honesty is concerned. Hence we can conclude that people of Sachin area have belief bus conductors are not at all honest and they are not loyal to their job. 3. helpfulness o Less than 1/3 of population say that conductors of bus are moderate as far as helpfulness is concerned means it can be said that according to 30% people of Sachin area, bus conductors are neither helping nor harsh in nature. o While 23% people say that bus conductors are bad as far as helpfulness is concerned. Means 23% persons feels that conductors are not helping. o While very less number of people feels that bus conductors are not at all helping and they are only 10.5% that is the 1/10 of the population.
  55. 55. o But at the same time people favoring that bus conductors are very helping is also very less in number and they are only 16% of total population. o While 20.5% people feel that conductors are good as far as helpfulness is concerned. Hence we can conclude that people of Sachin area have belief from both ends many find conductors very much helping while many find them hasty in nature and not at all helping. 4. Dressing Sense o Less than 1/3 of population say that conductors of bus are moderate as far as dressing sense is concerned means it can be said that according to 36% people of Sachin area, bus conductors are dressed neither properly nor badly. o While 26.5% people say that bus conductors are bad as far as dressing sense is concerned. Means 26.5% persons feels that conductors are not well and properly dressed. o While very less number of people feels that bus conductors are not at all properly dressed and may not be found in dress and they are only 4% that is less than 1/20 of the population. o But at the same time people favoring that bus conductors are very well dressed are also very less in number and they are only 4% of total population. o While 26.5% people feel that conductors are good as far as dressing sense is concerned. Hence we can conclude that people of Sachin area have belief bus conductors regarding dressing sense that they find conductor appropriately dressed but they are not totally satisfied with dressing sense or dissatisfied. Question#12.1: Rate the Drivers of GSRTC on their carefulness of Driving. Average level of satisfaction with carefulness of bus driver: 3.10
  56. 56. Frequency table: 12.1 Parameter Frequency Percent Cumulative Percent Worst 6 3.0 3.0 Bad 45 22.5 25.5 Average 92 46.0 71.5 Good 37 18.5 90.0 Best 20 10.0 100.0 Total 200 100.0 Source: SPSS software analysis Question#12.2: Rate the Drivers of GSRTC on their fitness. Average level of satisfaction with fitness of bus driver: 2.81 Frequency table: 12.2 Parameter Frequency Percent Cumulative Percent Worst 9 4.5 4.5 Bad 73 36.5 41.0 Average 71 35.5 76.5 Good 42 21.0 97.5 Best 5 2.5 100.0 Total 200 100.0 Source: SPSS software analysis Question#12.3: Rate the Drivers of GSRTC on their addiction to alcohol.
  57. 57. Average level of satisfaction with addiction to alcohol of bus driver: 2.89 Frequency table: 12.3 Parameter Frequency Percent Cumulative Percent Worst 27 13.5 13.5 Bad 51 25.5 39.0 Average 53 26.5 65.5 Good 55 27.5 93.0 Best 14 7.0 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 12 From the above chart we can say about various aspects about GSRTC drivers as following. 3 22.5 46 18.5 10 4.5 36.5 35.5 21 2.5 13.5 25.5 26.5 27.5 7 0 5 10 15 20 25 30 35 40 45 50 Worst Bad Average Good Best carefulness of driving fitness of driver addition to alcohol
  58. 58. 1. Carefulness of driving o Almost half of population says that drivers of bus are moderate as far as carefulness of driving is concerned means it can be said that according to 46% people of Sachin area, bus drivers are driving neither roughly nor with too much care. o While 22.5% people say that bus drivers are bad as far as carefulness of driving is concerned. Means 22.5% persons feels that conductors are not properly driving but driving carelessly. o While very less number of people feels that bus drivers are not at all driving well and very careless in nature and they are only 3% of the population. o But at the same time people favoring that bus drivers are very nicely driving is also very less in number and they are only 10% of total population. o While 18.5% people feel that drivers are good as far as behaviour is concerned. Hence we can conclude that people of Sachin area have belief that GSRTC bus drivers are mostly careless in driving. 2. Fitness of driving o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver is concerned means it can be said that according to 35.5% people of Sachin area, bus drivers are driving neither roughly nor with too much care. o While 36.5% people say that bus drivers are bad as far as fitness of driver is concerned. Means 36.5% persons feels that drivers are not proper for driving the bus. o While very less number of people feels that bus drivers are not at all fit for driving well and they are only 4.5% of the population. o But at the same time people favoring that bus drivers are very fit for driving is also very less in number and they are only 2.5% of total population. o While 21% people feel that drivers are good as far as fitness is concerned. Hence we can conclude that people of Sachin area have belief that GSRTC bus drivers are not at all fit for driving. 3. Addiction to alcohol
  59. 59. o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver is concerned means it can be said that according to 35.5% people of Sachin area, bus drivers are driving neither roughly nor with too much care. o While 36.5% people say that bus drivers are bad as far as fitness of driver is concerned. Means 36.5% persons feels that drivers are not proper for driving the bus. o While very less number of people feels that bus drivers are not at all fit for driving well and they are only 4.5% of the population. o But at the same time people favoring that bus drivers are very fit for driving is also very less in number and they are only 2.5% of total population. o While 21% people feel that drivers are good as far as fitness is concerned. Hence we can conclude that people of Sachin area have belief that GSRTC bus drivers are mostly careless in driving. Question#13 Do you like the service of providing Express Bus time-table through SMS? Average level of satisfaction with service of providing Express Bus time-table through SMS: 1.25 Frequency table:13 Frequency Percent Cumulative Percent Yes 151 75.5 75.5 No 49 24.5 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 13
  60. 60. Interpretation From the above chart and average mean we can have following conclusions about satisfaction level with the service of providing express bus time table through SMS.. o Majority of the respondents are agree and satisfied with the service of providing express bus time table through SMS and they are almost ¾ of the population that is 75.5% of the population. o ¼ of the population don’t like the service of providing express bus time table through SMS that is 24.5% of the total population. Thus we can conclude that people of Sachin area feel happy and satisfied with the service of providing express bus time table through SMS. Question#14 Rate the GSRTC’s website on following criteria. Frequency table: 14.1 Parameter 1 2 3 4 5 Informative 5 44 82 48 21 User friendly 14 30 78 52 26 Timely updated 43 78 39 19 21 Speed of accessing 39 74 39 26 22 75.5 24.5 liking the service of providing Express Bus time-table through SMS Yes No
  61. 61. Source: SPSS software analysis Percentage table: 14.1 Parameter 1 2 3 4 5 Informative 2.5 22 41 24 10.5 User friendly 7.0 15 39 26 13 Timely updated 21.5 39 19.5 9.5 10.5 Speed of accessing 19.5 37 19.5 13 11 Source: SPSS software analysis Chart Number: 14
  62. 62. Interpretation From the above chart we can conclude about GSRTC website as following. 1. Informative: o 41% of the population of Sachin area has given 3 marks out of five and hence according to 41% of the people information available on GSRTC website is average. o And only 2.5% people have given 1 mark only and hence we can say that very less number of people have bad perceptions about information availability on website. o While 22% people say that GSRTC website is bad as far as information is concerned as they have given 2 marks only. o While 24% have given 4 marks means according to them, GSRTC website is good as far as information is concerned. o While 1/10 of the population that is 10.5% say that GSRTC website has best information is available. 2. User friendly: 0 5 10 15 20 25 30 35 40 45 Informative User friendly Timely updated Speed of accessing 2.5 7 21.5 19.5 22 15 39 37 41 39 19.5 19.5 24 26 9.5 13 10.5 13 10.5 11 1 2 3 4 5
  63. 63. o 39% of the population of Sachin area has given 3 marks out of five and hence according to 39% of the people GSRTC website is average to use means it is neither difficult nor very easy to operate. o And only 7% people have given 1 mark only and hence we can say that very less number of people believe that GSRTC website is difficult to use. o While 15% people say that GSRTC website is bad as far as usage friendliness is concerned as they have given 2 marks only. o While 26% have given 4 marks means according to them, GSRTC website is good as far as user friendliness is concerned. o While more than 1/10 of the population that is 13% say that GSRTC website has best as far ease of operation is concerned. 3. Timely updated o 39% of the population of Sachin area has given 2 marks out of five and hence according to 39% of the people GSRTC website is bad as far as timely updating is concerned. o And only 21.5% people have given 1 mark only and hence we can say that very less number of people believe that GSRTC website is timely updated and hence according to them GSRTC website is rigid in nature. o While 19.5% people say that GSRTC website is average as far as timely updating is concerned as they have given 3 marks only. o While 9.5% have given 4 marks means according to them, GSRTC website is good as far as timly updation is concerned. o While 1/10 of the population that is 10.5% say that GSRTC website is best as far timely updating is concerned. 4. Speed of accessing o 37% of the population of Sachin area has given 2 marks out of five and hence according to 37% of the people GSRTC website is bad as far as speed of accessing is concerned. o And only 19.5% people have given 1 mark only and hence we can say that very less number of people believe that GSRTC website is very speedily accessed and hence according to them GSRTC website is slow in nature.
  64. 64. o While 19.5% people say that GSRTC website is average as far as speed of accessing is concerned as they have given 3 marks only. o While 13% have given 4 marks means according to them, GSRTC website is fast and good as far as speed of accessing is concerned. o While 1/10 of the population that is 11% say that GSRTC website is best as far speed is concerned. Question#15: Do you agree that GSRTC Buses are always crowded? Average level of agrrement with crowd in GSRTC bus: 1.96 Frequency table: 15 Frequency Percent Cumulative Percent Strongly agree 42 21.0 21.0 Agree 130 65.0 86.0 Neutral 22 11.0 97.0 Disagree 6 3.0 100.0 Strongly disagree 0 0 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 15
  65. 65. Interpretation From the above chart and average mean we can have following conclusions about crowd in the GSRTC buses. o Majority of the respondents are agree that GSRTC buses are always crowded and they are 65% of the population and hence we can say that people of Sachin area believes that GSRTC buses are always full. o Very less number of people are disagree with statement that GSRTC buses are not crowded that is only 3% only and no person in Sachin area feels that GSRTC buses are running empty having no passenger and hence according to Sachin area people GSRTC buses are always full. o Less than ¼ of the population say that they are strongly agree with statement that GSRTC buses are always full and they are 21% of total population. While 11% people are neither agree nor disagree means they don’t find buses empty nor full. Thus we can conclude that people of Sachin area believes that GSRTC buses are always Crowded. 21 65 11 3 00 10 20 30 40 50 60 70 strongly agree Agree neutral disagree Strongly disagree Do you agree that GSRTC Buses are always crowded?
  66. 66. Question#16: Do you favour that GSRTC should also start parcel courier services as MSRTC does? Average level of favouring for stating corior service by GSRTC: 1.34 Frequency table: 16 Parameters Frequency Percent Cumulative Percent Yes 132 66.0 66.0 No 68 34.0 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 16 Interpretation From the above chart and average mean we can have following conclusions about the Suggestions of starting Parcel currier service. 66 34 Do you favour that GSRTC should also start parcel courier services as MSRTC does? yes no
  67. 67. o Majority of the respondents do agree that GSRTC should also start Parcel currier service as MSRTC does and they are 2/3 of the population that is 66% feels positively about starting of parcel services. o 1/3 of the populations don’t like that should also start Parcel currier service as MSRTC does and they are 34% of the total population. Thus we can conclude that people of Sachin area feel that should also start Parcel currier service as MSRTC does. Question#17: Evaluate GSRTC bus service parameters timings and punctuality by putting tick mark in appropriate cell. Frequency table: 17 Box in which mark was done Frequency Percentage Box:1 14 7.0 Box:2 9 4.5 Box:3 30 15.0 Box:4 22 11.0 Box:5 73 36.5 Box:6 22 11.0 Box:7 8 4.0 Box:8 11 5.5 Box:9 11 5.5 Source: SPSS software analysis
  68. 68. Chart Number: 17 Interpretation From the above chart we can conclude about timings and punctuality as following. 1. Minimum punctuality & maximum timings: according to 7% of the population GSRTC bus never runs on time that is minimum punctuality but they say that GSRTC’s timings of buses are best means at all time there is a bus. 2. Average punctuality & maximum timings: according to 4.5% of the population GSRTC bus has average punctuality and average time buses run on time that is average punctuality but they say that GSRTC’s timings of buses are best means at all time there is a bus. 3. Maximum punctuality & maximum timings: according to 15% of the population GSRTC bus always runs on time that is maximum punctuality but they say that GSRTC’s timings of buses are best means at all time there is a bus. 4. Minimum punctuality & average timings: according to 11% of the population GSRTC bus never runs on time that is minimum punctuality but they say that GSRTC’s timings of buses are average as far as timings are concerned. 7 4.5 15 11 36.5 11 4 5.5 5.5 Evaluate GSRTC bus service parameters timings and punctuality Box:1 Box:2 Box:3 Box:4 Box:5 Box:6 Box:7 Box:8 Box:9
  69. 69. 5. Average punctuality & average timings: according to majority of the population that is 15% of the population GSRTC bus has average punctuality and average time buses run on time that is average punctuality but they say that GSRTC’s timings of buses are average as far as timings are concerned. 6. Maximum punctuality & average timings: according to 11% of the population GSRTC bus always runs on time that is maximum punctuality but they say that GSRTC’s timings of buses are average as far as timings are concerned. 7. Minimum punctuality & minimum timings: according to 4% of the population GSRTC bus never runs on time that is minimum punctuality but they say that GSRTC’s timings of buses are worst as far as timings are concerned. 8. Average punctuality & minimum timings: according to majority of the population that is 5.5% of the population GSRTC bus has average punctuality and average time buses run on time that is average punctuality but they say that GSRTC’s timings of buses are average as far as timings are concerned means in many case, each time there would be a bus available. 9. Maximum punctuality & minimum timings: according to 5.5% of the population GSRTC bus always runs on time that is maximum punctuality but they say that GSRTC’s timings of buses are worst as far as timings are concerned. Question#18: Are you satisfied with the routes covered by GSRTC? Average level of satisfaction with routes coverage: 1.16 Frequency table: 18 Parameters Frequency Percent Cumulative Percent Yes 169 84.5 84.5 No 31 15.5 100.0 Total 200 100.0 Source: SPSS software analysis
  70. 70. Chart Number: 18 Interpretation From the above chart and average mean we can have following conclusions about the satisfaction with the routes coverage. o Majority of the respondents are satisfied with the all routes coverd by GSRTC and they are more than 4/5 of the population that is 84.5% feels positively about routes coverage. o While less than 1/5 of the populations are not satisfied with routes coverage and they have suggested many routes and they are 15.5% of the total population. Thus we can conclude that people of Sachin area are highly satisfied with routes coverage. Question#19 Name the routes or Highway segments on which you want that GSRTC should start Bus services. 84.5 15.5 Are you satisfied with the routes covered by GSRTC? Yes No
  71. 71. Frequency table:19 Place from where service should be operated Frequency Percentage 1. Sachin to Bardoli 21 41.17 2. Sachin-Palsana-Ena- Bardoli 11 21.57 3. Surat-Sachin GIDC-Sachin- Navsari 9 17.64 4. Other 10 19.61 Source: SPSS software analysis Chart Number: 19 Interpretation From the above Graph, we can have following sayings regarding demands of bus service locations: o Majority of the people are asking for a bus service between Sachin to bardoli that is 42% population is in favour of starting of bus between Sachin to bardoli. o While 1/5 of the population believes that from Sachin to bardoli via palsana and Ena village that is 21.57% people are in favour for starting bus between Sachin-palsana-Ena- bardoli. 41.17 21.57 17.64 19.61 Suggetions regurding place where GSRTC should start their bus service Sachin to Bardoli Sachin-Palsana-Ena- Bardoli Surat-Sachin GIDC-Sachin- Navsari Other
  72. 72. o While many people have suggested that surat-navsari intercity should be started which should go via Sachin GIDC rather then going straight Surat-sachin-Navsari route and 17.64% students are suggesting this. o While almost 20% people have suggested other routes such as many local areas, schools and colleges and many areas like Kansad area, Sachin housing Area etc. Question#20: Do you agree that Quality of services provided by GSRTC has been improved after PPP (Public Private Partnership) Average level of satisfaction with improvement in quality after PPP: 2.10 Frequency table: 20 Parameters Frequency Percent Cumulative Percent Strongly agree 33 16.5 16.5 Agree 131 65.5 82.0 Neutral 24 12.0 94.0 Disagree 7 3.5 97.5 Strongly disagree 5 2.5 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 20
  73. 73. Interpretation From the above chart and average mean we can have following conclusions about improvement in service quality of GSRTC after PPP. o Majority of the respondents are agree that quality of service has been improved after PPP and they are almost 2/3 of the total population that is 65.5%. o Very less number of people are disagree with improvement in service quality of GSRTC after PPP that is 3.5% only. o While only 2.5% are only strongly disagree with statement that improvement in service quality of GSRTC after PPP and hence we can say that dissatisfaction with the statement of improvement in quality after PPP is very less. o Less than 1/5 of the population are very happy and satisfied with quality improvement that GSRTC achieved after PPP and they are 16.5% of total population. While 12% people are neither agree nor disagree about improvement in quality. Thus we can conclude that people of Sachin area are satisfied with quality of service that has been improved after PPP. Question#21 Rate the frequency of various buses of GSRTC. 16.5 65.5 12 3.52.5 Do you agree that Quality of services provided by GSRTC has been improved after PPP (Public Private Partnership) stongly agree Agree neutral disagree strongly disagree
  74. 74. Frequency table:21 Type of the bus 1 2 3 4 5 1. Ordinary/ local bus 24 37 67 42 30 2. Express buses 21 44 59 47 29 3. Intercity express buses 19 29 78 54 20 4. Semi luxury/ Gurjarnagari Buses 20 39 57 64 26 5. Luxury buses 28 42 29 72 29 6. Sleeper buses 22 31 47 59 41 7. Volvo and A.C buses 21 44 49 67 19 Source: SPSS software analysis Percentage table of above frequency Type of the bus 1 2 3 4 5 1. Ordinary/ local bus 12.0 18.5 33.5 21.0 15.0 2. Express buses 10.5 22.0 29.5 23.5 14.5 3. Intercity express buses 9.5 14.5 39.0 27.0 10.0 4. Semi luxury/ Gurjarnagari Buses 10.0 19.5 28.5 32.0 13.0 5. Luxury buses 14.0 21.0 14.5 36.0 14.5 6. Sleeper buses 11.0 15.5 23.5 29.5 20.5 7. Volvo and A.C buses 10.5 22.0 24.5 33.5 14.5 Source: SPSS software analysis Chart Number: 21
  75. 75. Interpretation From the above chart and average mean we can have following conclusions about frequency of various buses that people of Sachin area will give about GSRTC. o Ordinary buses  1/3 of the population is believes that frequency is average as far as local buses are concerned that is 33.5% of the population says it.  While around 1/5 of the population is satisfied with frequency of local buses that is 21% of the population.  18% of the population is dissatisfied with frequency of ordinary buses.  While 12% people are highly dissatisfied with local bus frequency and 15% of the population are highly satisfied with local bus frequency. 0 5 10 15 20 25 30 35 40 Ordinary/ local bus Express buses Intercity express buses Semi luxury/ Gurjarnagar i Buses Luxury buses Sleeper buses Volvo and A.C buses 1 12 10.5 9.5 10 14 11 10.5 2 18.5 22 14.5 19.5 21 15.5 22 3 33.5 29.5 39 28.5 14.5 23.5 24.5 4 21 23.5 27 32 36 29.5 33.5 5 15 14.5 10 13 14.5 20.5 14.5 Rate frequency of various GSRTC buses
  76. 76. o Express buses  Less then1/3 of the population is believes that frequency is average as far as express buses are concerned that is 29.5% of the population says it.  While around 1/4 of the population is satisfied with frequency of express buses that is 23.5% of the population.  22% of the population is dissatisfied with frequency of express buses.  While 10.5% people are highly dissatisfied with express bus frequency and 14.5% of the population are highly satisfied with express bus frequency. o Intercity Express buses  More then1/3 of the population is believes that frequency is average as far as intercity express buses are concerned that is 37% of the population says it.  While around 1/4 of the population is satisfied with frequency of intercity express buses that is 27% of the population.  14.5% of the population is dissatisfied with frequency of intercity express buses.  While 9.5% people are highly dissatisfied with intercity express bus frequency and 10% of the population are highly satisfied with intercity express bus frequency. o Semi luxury/ Gurjarnagri buses  More then1/4 of the population is believes that frequency is average as far as Semi luxury buses are concerned that is 28.5% of the population says it.  While around 1/5 of the population is satisfied with frequency of Semi luxury buses that is 19.5% of the population.  32% of the population is dissatisfied with frequency of Semi luxury buses.  While 14.5% people are highly dissatisfied with Semi luxury bus frequency and 10% of the population are highly satisfied with Semi luxury bus frequency. o Luxury buses  More then1/4 of the population is satisfied with frequency of luxury buses that is 36 of the population.
  77. 77.  While around 1/10 of the population believes that frequency is average as far as luxury buses are concerned that is 14.5% of the population says it.  21% of the population is dissatisfied with frequency of luxury buses.  While 14% people are highly dissatisfied with luxury bus frequency and 14.5% of the population are highly satisfied with luxury bus frequency. o Sleeper buses  More then1/5 of the population is believes that frequency is average as far as Sleeper buses are concerned that is 23.5% of the population says it.  While around 1/4 of the population is satisfied with frequency of Sleeper buses that is 29.5% of the population.  15.5% of the population is dissatisfied with frequency of intercity express buses.  While 11% people are highly dissatisfied with intercity express bus frequency and 20.5% of the population are highly satisfied with intercity express bus frequency. o Volvo and AC buses  Around 1/4 of the population believes that frequency is average as far as Sleeper buses are concerned that is 24.5% of the population says it.  While around 1/3 of the population is satisfied with frequency of Sleeper buses that is 33.5% of the population.  22% of the population is dissatisfied with frequency of intercity express buses.  While 10.5% people are highly dissatisfied with intercity express bus frequency and 9.5% of the population are highly satisfied with intercity express bus frequency.
  78. 78. Question#22: will you recommend GSRTC Bus service to others? Average level of recommendation by passengers to others: 1.28 Frequency table:22 Frequency Percent Cumulative Percent Yes 144 72.0 72.0 No 56 28.0 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 22 Interpretation From the above chart and average mean we can have following conclusions about recommendation that people of Sachin area will give about GSRTC. o Majority of the respondents are agree and satisfied with GSRTC services and they have said that they will recommend GSRTC to others and they are almost ¾ of the population that is 72% of the population. 72% 28% will you recommend GSRTC Bus service to others? Yes No
  79. 79. o While more than ¼ of the population are dissatisfied with GSRTC services and they have said no to recommend GSRTC service to other that is 28% of the total population has said no. Thus we can conclude that people of Sachin area feel happy and satisfied with the GSRTC and will recommend to others. Question#23: Have you ever used the GSRTC’s mobile application for booking? Average level of usage of online booking mobile application: 1.74 Frequency table:23 Parameters Frequency Percent Cumulative Percent Yes 53 26.5 26.5 No 147 73.5 100.0 Total 200 100.0 Source: SPSS software analysis Chart Number: 23 26% 74% Have you ever used the GSRTC’s mobile application for booking? yes no
  80. 80. Interpretation From the above chart and average mean we can have following conclusions about awareness and usage of ticket booking mobile application. o Majority of the respondents have never used mobile online booking application and they are almost ¾ of the population that is 74% of the population. o While only ¼ of the population have used online booking through mobile application that is 26% of the total population. Thus we can conclude that people of Sachin area either don’t know about online booking application of mobile or they have lack of knowledge of it and hence awareness and advantage of using mobile booking application should be spread and taught to people of Sachin area. Question#24: Rate the GSRTC’s mobile application for booking on the following criteria. Frequency table:24 Rating Safety User friendliness Speed of accessing frequency percentage frequency percentage frequency Percentage 1 3 5.66 5 9.43 3 5.66 2 12 22.64 5 9.43 7 13.21 3 12 22.64 30 56.60 11 20.75 4 24 45.28 10 18.87 27 50.94 5 2 3.77 3 5.66 5 9.43 Source: SPSS software analysis Chart Number: 24
  81. 81. 1. User friendly: o 56.6% of the population of Sachin area has given 3 marks out of five and hence according to 56.6% of the people GSRTC mobile application is average to use means it is neither difficult nor very easy to operate. o And only 9.43% people have given 1 mark only and hence we can say that very less number of people believe that GSRTC mobile application is difficult to use. o While 9.43% people say that GSRTC mobile application is bad as far as usage friendliness is concerned as they have given 2 marks only. o While 18.87% have given 4 marks means according to them, GSRTC mobile application is good as far as user friendliness is concerned. o While 1/20 of the population that is 5.66% say that GSRTC mobile application has best as far ease of operation is concerned. 2. Safety o 22.64% of the population of Sachin area has given 2 marks out of five and hence according to 22.64% of the people GSRTC mobile application is bad as far as safety is concerned. 0 10 20 30 40 50 60 safety user friendliness speed of accesing 5.66 9.43 5.66 22.64 9.43 13.21 22.64 56.6 20.75 45.28 18.87 50.94 3.77 5.66 9.43 Rate the GSRTC’s mobile application for booking on the various criteria. 1 mark 2 marks 3 marks 4 marks 5 marks
  82. 82. o And only 5.6% people have given 1 mark only and hence we can say that very less number of people believe that GSRTC mobile application is not safe. o While 22.64% people say that GSRTC mobile application is average as far as safety is concerned as they have given 3 marks only. o While 45.28% have given 4 marks means according to them, GSRTC mobile application is good as far as safety is concerned. o While less than 1/20 of the population that is 3.77% say that GSRTC mobile application is best as far safety is concerned and hence very less person feels that GSRTC mobile application is 100% safe. 3. Speed of accessing o 37% of the population of Sachin area has given 2 marks out of five and hence according to 37% of the people GSRTC mobile application is bad as far as speed is concerned. o And only 19.5% people have given 1 mark only and hence we can say that very less number of people believe that GSRTC mobile application is very speedily accessed and hence according to them GSRTC website is slow in nature. o While 19.5% people say that GSRTC website is mobile application as far as speed of accessing is concerned as they have given 3 marks only. o While 13% have given 4 marks means according to them, GSRTC mobile application is fast and good as far as speed of accessing is concerned. o While 1/10 of the population that is 11% say that GSRTC mobile application is best as far speed is concerned.
  83. 83. Question#25 Mark the services those are provided on the free bases or at discounted rates that you are aware of. Frequency table: 25 Services provided Frequency Percentages 1. 82.5% discounts to students 127 64 2. Free travelling for 3 to 5 years children 88 44 3. 5% discount on group booking 130 65 4. No payment gateway charges for mobile/online booking. 118 59 5. 100%discount to rural girls 86 43 6. 10% discount on Return ticket booking 91 46 Source: SPSS software analysis Chart Number: 25 64 44 65 59 43 46 awareness about those services which are provided on the free bases or at discounted rates 82.5% discounts to students Free travelling for 3 to 5 years children 5% discount on group booking No payment gateway charges for mobile/online booking. 100%discount to rural girls 10% discount on Return ticket booking
  84. 84. Interpretation From the above table and chart, we can say about awareness regarding various services as following: o 2/3 of the population knows about the service of providing passes to students and daily commuters at the concessional rate of 82.5% and they are 64% of the total population. o Less than the half of the population is aware about the free travelling service for 3 to 5 year children that is 44% of the population. o 65% of the population knows about the service of 5% discount of group booking in which GSRTC provides the 5% discount on travelling fare if some requirement of number of persons is fulfilled. o 59% of the population knows about the online booking facility in which no payment charges through mobile booking. o Free travelling for rural girls for that is pass service without any cost and 43% of the population has the awareness regarding this service. o Half of the population knows about the service of 10% discount of return ticket booking in which GSRTC provides the 10% discount on travelling fare of both time and if a passenger purchases return ticket as well. Hence we can conclude that in almost all services half of the population of Sachin area has awareness regarding various services provided by GSRTC on discounted or free basis. Cross tabulation part and chi-square test part
  85. 85. Cross tabulation#01 Actual Frequency Satisfied with sitting Arrangement in the Bus Recommendations strongly Agree Agree Neutral Disagree Strongly Disagree Grand Total Yes 37 69 17 13 8 144 No 8 28 13 3 4 56 Grand Total 45 97 30 16 12 200 Source : Excel analysis Chart Number : 26 Interpretation: Thus we can conclude about relationship satisfaction with sitting arrangement and recommendation: o If person is strongly agreed or agree that GSRTC buses are comfortable then they will suggest of recommend GSRTC to others. o If a person feels little discomfort or if he has neutral judgment regarding sitting arrangement than there might not be any relationship. Chi Square Test: 37 8 69 28 17 1313 3 8 4 Yes No cross tebulation between satisfaction with sitting arrengement in bus and reccomendation to others strongly Agree Agree Neutral Disagree Strongly Disagree
  86. 86. Expected Frequency Satisfied with sitting Arrangement in the Bus Recommendations strongly Agree Agree Neutral Disagree Strongly Disagree Grand Total Yes 32.4 69.84 21.6 11.52 8.64 144 No 12.6 27.16 8.4 4.48 3.36 56 Grand Total 45 97 30 16 12 200 Source : Excel analysis Chi-square p-value = 0.967 Null Value: Rejected Analysis: Here we can say that recommendation to others may vary with change in agreed level of comfort with sitting arrangement. Cross tabulation#02 Actual Frequency satisfaction with Sleeping Berth Recommendation strongly Agree Agree Neutral Disagree Strongly Disagree Grand Total Yes 16 81 32 12 3 144 No 4 32 14 4 2 56 Grand Total 20 113 46 16 5 200 Source : Excel analysis Chart Number : 27
  87. 87. Interpretation Thus we can conclude relationship between satisfaction with sleeping berth in bus and recommendation to others as following. o Here if a person is agreed on satisfaction with sleeping berth, he/she is going recommend GSRTC buses to others. o But in all cases it is not going to happen, if a person is satisfied with sleeping arrangement then also he may not recommend because other factors are also influencing them. Yes No 16 4 81 32 32 14 12 4 3 2 Cross tabulation for relationship between satisfaction with sleeping berth in bus and recommendation to others SDA DA N A SA
  88. 88. Chi Square Test: Expected frequency satisfaction with Sleeping Berth Recommendation SA A N DA SDA Grand Total Yes 14.4 81.36 33.12 11.52 3.6 144 No 5.6 31.64 12.88 4.48 1.4 56 Grand Total 20 113 46 16 5 200 Source : Excel analysis Chi-square p-value = 0.87737 Null Value: Rejected Analysis: here we can say that there might be very less significant relationship between satisfaction sleeping berth and recommendation of GSRTC to others. Cross tabulation#03 Actual frequency price charged recommendation Very High High Reasonable Low Vey Low Grand Total yes 14 49 70 4 7 144 No 6 17 27 4 2 56 Grand Total 20 66 97 8 9 200 Source : Excel analysis
  89. 89. Chart Number : 28 Interpretation: Thus we can conclude relationship between price charged and recommendation to others as following. o If a person finds prices to be very reasonable or high he/she may likely to recommend GSRTC to others. o Even though he/she finds prices to be reasonable, Low or high, he/she might not suggest GSRTC to others as other factors might be influencing. Chi Square Test: Expected Frequency price charged Recommendation Very High High Reasonable Low Very Low Grand Total Yes 14.4 47.52 69.84 5.76 6.48 144 No 5.6 18.48 27.16 2.24 2.52 56 Grand Total 20 66 97 8 9 200 Source : Excel analysis 14 6 49 17 70 27 4 47 2 0 10 20 30 40 50 60 70 80 yes No Cross tebulation betwwen price charged and recommendation of GSRTC to others Very High High Reasonable Low Vey Low
  90. 90. Chi-square p-value = 0.68527 Null Value: Rejected Analysis: here we can say that recommendation of GSRTC might vary with prices charged. Cross tabulation#04 Actual frequency satisfaction with Routes coverage Recommendation Yes No Grand Total Yes 131 13 144 No 38 18 56 Grand Total 169 31 200 Source : Excel analysis Chart number : 29 Interpretation Thus we can conclude relationship between satisfaction with routes coverage and recommendation to others as following. 0 20 40 60 80 100 120 140 yes no 131 38 13 18 Cross tabulation between Routes coverage and recommend No Yes

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