"measuring service quality of brts in surat city "

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A
SUMMER TRAINING REPORT
ON
“Measuring Service Quality Of BRTS In Surat City”
Submitted To
DEPARTMENT OF BUSINESS AND INDUSTRIALMANAGEMENT
AFFILIATED TO
VEER NARMAD SOUTH GUJARAT UNIVERSITY
In The Partial Fulfillment of the Award of the Degree Of
MASTER OF BUSINESS ADMINISTRATION
Submitted By:
Bhatiya manish
F.Y M.B.A.
Guided By:
DR.NAMRATA KHATRI

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TABLE OF CONTENTS
SR.NO. TOPIC PAGE
NO.
TATLE PAGE
COLLEGE CERTIFICATE
DECLARATION
EXECUTIVE SUMMARY
TABLE OF CONTENTS
01 INTRODUCTION
02 INDUSTRY PROFILE
03 COMPANY PROFILE
04 THEORITICAL FRAMEWORK
05 LITERATURE REVIEW
06 RESEARCH METHODOLOGY
07 DADA ANALYSIS
08 FINDINGS
CONCULUSION
BIBLIOGRAPHY
APPENDIX

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DEPARTMENT OF BUSINESS AND INDUSTRIALMANAGEMENT, VNSGU, SURAT
DECLARATION
I BHATIYA MANISH a student of MBA 2nd
Semester, from DBIM hereby declare that I
have prepared this report to confirm that work done by me is original and true to the best of
my knowledge and behalf and it’s not the copy of any other source. It is the result of my own
efforts.
This project is just a part my college curriculum and will not be used elsewhere.
DATE :-
PLACE :- SURAT NAME:- MANISH
BHATIYA

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COLLEGE CERTIFICATE
To whomsoever it may concern This is to certify that BHATIYA MANISH has
completed his summer project from 6th
May 2020 to 6th
July 2020 on
“MEASURING SERVICE QUALITY OF BRTS IN SURAT CITY” as a part of MBA
curriculum. He has undertaken and successfully completed a project report for
general training under my guidance.
His work is found to be of the standard required for summer training of MBA
curriculum.
Dr. Namrata Khatri Dr. Renuka Garg
(Project Supervisor) (Head of Department)

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ACKNOWLEDGEMENT
It is a great pleasure for me that I am presenting this project. This project is the outcome of
the efforts of many who guided me thought its presentation. I am really very much indebted
to all of them. So, it is my sincere duty to thank all of them who have directly or indirectly
helped me in this project.
I am highly obliged to Veer Narmad south Gujarat university for arranging the program of
practical training in masters of business administration in such a manner.
As the student of management, I feel proud on successfully completing the project
on“Measuring Service Quality Of BRTS In Surat City”under the guidance of Dr.
Namrata khatri .I would like to thank him for his encouragement and support during
training.

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Executive Summery
As we all know that few years ago we all were used travelling for baladgada, lari system
etc ,that time no more private facilities was there but after a some years we all are using a
for traveling a public transport and a private transport facilities.
Some years ago we all were a per home only 1/2 bikes are there but right now person to
person single bikes are there ,it means that transportation sector rapidly grow and we all are
using a more number of facilities.
Here below report discuss in a BRTS transportation facilities means which kinds of amenities
provide by a BRTS. There are a various facilities provide by a BRTS to their customers and
how much customers are satisfied with the services of BRTS which will be discuss in below
projects on based we understand the how much useful for transportation to using a BRTS
instead of rickshaw .
In this report, I am collected a data from primary data sources. Those who have travelling a
via BRTS ,I will be taken response towards a service quality of BRTS.
Primary objective of this research is to measuring a service quality of BRTS in surat city.
I have a used descriptive research method and I have taken sample size of 150 respondents
those are used a travel via BRTS.
I will be asked to respondents towards a ,safety of his/her while travelling, card payments &
cash payment services of BRTS , GPS Google system , some demographics question like a
name, age, occupation etc, reliability , assurance, empathy etc.
I am using a graphical representative method for describe the respondent response and i have
interpret that so that the any person can read and see the graph and table ,understand the
whole thing.

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Chapter Particular/Subject Page No.
Declaration I
Collage certificate II
Acknowledgement III
Executive Summery IV
Chapter:1 Introduction
1.1 Abstract 01
1.1.1 Introduction To Transportation Industry In India 02
1.1.2 Growth Of Road Network By Categories (Km) 04
1.1.3 History Of Transportation 04
1.2 BRTS Information (Bus Rapid Transit System) 06
1.2.1 BRTS Services In Surat 07
1.2.2 Hence It's A Great Deal To Have Project Like BRTS
In Surat
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1.2.3 Phases And Routes Phase 1 11
1.2.4 Phase 2 Consists Of 9 Corridors 12
1.2.5 BRTS To Have 50 AC Buses In City 12
1.2.6 BRTS Major Project Components 12
1.2.7 Interchanges & Stations 13
Chapter:2 Literature Review 14
2.1 Barter And Road, 2000 15
2.2 Wright, 2002 15
2.3 MTS, 200 15
2.4 Rodriguez et al, 2006 16
2.5 Changsha and Murray, 2005 16
2.6 SC Wirasinghe, Lina Kattan 17
2.7 Devapriya Chitral Wijeyesekera 17
2.8 Munzilah Md Rohani , Devapriya Chitral
Wijeyesekera , Ahma Tarmizi Abd Karim
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2.9 Taotao Deng, John D Nelson 18
Chapter:3 Research Methodology 19
3.1 Need For Research 20

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3.2 Problem Statement 20
3.3 Objective Of Study 20
3.3.1 Primary Objective 20
3.3.2 Secondary Objective 20
3.4 Research Design 20
3.5 Variable Under Study 21
3.6 Tools/Techniques For Data 21
3.6.1 Primary Data 21
3.6.2 Secondary Data 21
3.7 Sampling 22
3.7.1 Sampling Design 22
3.7.2 Sample Size 22
3.7.3 Sample Unit 22
3.7.4 Sampling Area 22
3.7.5 Data Analysis Tools 22
3.8 Benefits Of Study 22
3.9 Limitation Of study 22
Chapter:4 Data Analysis 23
Chapter:5 Findings 40
Conclusion 42
Bibliography 43
Annexure

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CHAPTER :- 01
INTRODUCTION

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1.1 Abstract
BRT system is flexible, high-performance rapid transit mode that combines a variety of
physical, operating and network elements. It is a permanently integrated system with a quality
image and unique identity for urban transportation. The objective of this study is to
analyze existing performance of Surat BRT system and to recommend measures to
improve and making the BRT system sustainable. Surat BRT system is in its initial stage at
present, hence improving its performance will encourage people to use BRT system
efficiently. The performance of BRT system is analyzed by service quality and user
satisfaction survey.
1.1.1 Introduction To Transportation Industry In India
Public transport is a shared passenger transport service which is used by the people, as
distinct from modes such as taxicab, carpooling or hired buses which are not shared by
strangers without private arrangement. Public transport services have been fixed-route
systems operating along a well-defined corridor making pre-determined stops to pick up
passengers at scheduled times. Public transportation needs to be effective, efficient,
integrated, multi-modal and funded in a sustainable way.
Transportation is becoming a major issue for many cities and an important part of the
economic development of the city. Due to increased traffic, congestion, stress related to
longer commute times and vehicle emissions, cities today are becoming increasingly
concerned with improving their transit services, to encourage more drivers to switch to public
transportation. There are many types of public transport such as airlines, railway, city bus,
tram, rapid transit system and cable transit system, and so on. All of these modes have their
specific importance and benefits. BRTS is a flexible, high-performance rapid transit mode.
The components of a BRT system includes running ways, stations and bus stops, specialized
vehicles, fare collection, route structure and servicing, Intelligent Transportation Systems
(ITS), and marketing with branding. It combines the quality of rail transit and flexibility of a
bus.

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Transport (British English)or transportation (American English) is the movement of people
and goods from one place to another. The term is derived from the Latin Trans ("across") and
portage ("to carry")
Transport in India consists of transport by land, water and air. Public transport remains the
primary mode of road transport for most Indian citizens, and India's public transport systems
are among the most heavily used in the world.
A city is both defined and constrained by the network of highways, roads, trails, railroads,
and transit services that move its residents and goods in, though, and out of the community.
A comprehensive, well-planned, and efficiently functioning transportation system is essential
to Redding's long-term growth and vitality.
India's road network is the second-largest and one of the busiest in the world, transporting
8.225 billion passengers and over 970 million tones of freight annually, as of 2015. India's
rail network is the fourth largest and second busiest in the world, transporting.
8.107 billion passengers and over 1.108 billion tones of freight annually, as of 2017. Aviation
in India, broadly divided into military and civil aviation, is the fastest-growing aviation
market in the world (IATA data) and Bangalore with 65% national share is the largest
aviation manufacturing hub of India.
Bicycles or cycles, have ownership rates ranging from around 30% to 75% at the state level.
Along with walking, cycling accounts for 50 to 80% of the commuter trips for those in the
informal sector in urban areas. However, recent developments suggest that bicycle riding is
quickly becoming popular in the metropolitan cities of India. Today, government
development authorities all over India encourages the setup and use of separate bicycle lanes
alongside the roads to combat pollution and ease traffic congestion
Bullock carts have been traditionally used for transport, especially in rural India. The arrival
of the British saw drastic improvements in the horse carriages which were used for transport
since early days. Today, they are used in smaller towns and are referred as Tanga or buggies.
Victories of Mumbai which were used for tourist purposes, are now banned and plans are

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afloat to replace it with Victoria styled electric carriages. Horse carriages are now rarely
found in the cities of India barring tourist areas and hill stations. In recent years cities have
banned the movement of slow moving vehicles on the main roads.
1.1.2 Growth Of Road Network By Categories (Km)
Road Category 2015-2016
( KM )
National Highways 101,011
State Highways 176,166
District roads 561,940
Rural roads 3,935,337
Urban roads 509,730
Total 5,284,184
National Highways constitute only 1.7% of length, but carry
40% of the traffic on Indian Roads.
1.1.3 History Of Transportation
Early Man

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I. Walked
II. Dragged, rolled, or pushed what he or she needed to
transport
III. Alone or as a group
IV. Early “roads” were worn paths
1.1.3.1Man Become Mobile
The development of the wheel led to the development of wheeled vehicles.
1.1.3.2 First Roads
1.1.3.3 Early Transport

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1.1.3.4 Roadways
A good road network is a critical infrastructure requirement for rapid growth. It provides
connectivity to remote areas; provides accessibility to markets, schools, and hospitals; and
opens up backward regions to trade and investment. Roads also play an important role in
inter-modal transport development, establishing links with airports, railway stations, and
ports.
Road Transport is one of the most important modes of transport. The history of Road
Transport started from ancient civilizations. Gradually it becomes more and more popular
means of transport. Road Transport further subdivided into Vehicular Transport (Cars, Trucks
Bines Lorries, Auto rickshaws, Bullock Carts, Tonga's, Tumtums, and Hand Carts etc.)
The transport demand for freight and passenger movement within the country is met mainly
through road transport and railways. Between these two modes, road transport has steadily
expanded its scope of operation and is now not merely a mode for the last haul but is also
handling freight over long distances. It also plays a complementary role to railways in
moving freight from and to railheads via-a-via the Origin- Destination movements of cargo.
1.2 BRTS Information (Bus Rapid Transit System)
Bus Rapid Transit (BRT, BRTS, bus way) is a bus-based transit system. A true BRT system
generally has specialized design, services and infrastructure to improve system quality and
remove the mass typical causes of delay. Sometimes described as a "surface subway", BRT
aims to combine the capacity and speed of light rail or metro with the flexibility, lower cost
and simplicity of a bus system.
To be considered BRT, buses should operate for a significant part of their journey within a
fully dedicated right of way (bus way) to avoid traffic congestion. In addition, a true BRT
system has most of the following elements

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➢ Alignment in the center of the road (to avoid typical curb- side delays)
➢ Stations with off-board fare collection (to reduce boarding and alighting delay related to
paying the driver)
➢ Station platforms level with the bus floor (to reduce boarding and alighting delay caused by
steps)
➢ Bus priority at intersections (to avoid intersection signal delay)
The first BRTS system was the Integrated Transported (Integrated Transportation Network') in
Curitiba, Brazil, which entered service in 1974. This inspired many similar systems around Brazil
and the world, such as Trans- Millennia in Bogotá, Colombia, which opened in 2000. As October
2014, 186 cities in all continents have implemented BRT systems, accounting for 4,757 km (2,956 mi)
of BRT lanes, It is estimated that about 31.7 million passengers use BRT worldwide every day, of
which about 19.7 million passengers ride daily in Latin America, which has the most cities with
BRT systems, with 60, led by Brazil with 33 cities.
1.2.1 BRTS Services In Surat
BRTS (bus Rapid Transit system) is a great transportation system which will prove to be quite
beneficial for the people of Surat. Most of Metropolitan cities in India already have this system, so it
was necessary for the 8th most populous city of India i.e. Surat to have this.
Now most of the areas and places are connected with BRTS and proved to be a good way to improve
the transportation system of the cities.
It proves to be beneficial in the following ways:
It is cheap as compared to auto-rickshaw fare.
People who don’t own their private vehicles can take advantage of this facility. Old citizens and
children can travel in the BRTS buses safely. 4.One can reach directly to nearest BRTS station instead
of looking for the auto-rickshaws or other sources for travelling..The stations are also well-built,
making the city view modern.

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The Sitilink or Surat BRTS is a Bus rapid transit for Surat, Gujarat, India. It has been
operational since 26 Jan, 2014. Trial run for bus started on Udhana-Sachin Corridor. Free
rides for people have started from 26th Jan 2014 for 1 month, then the fares would be levied
and the buses would be increased.
"S-Connect" Integrated bus system will start soon which will connect Surat BRTS & Surat
city bus together with one ticket through journey from Surat Railway Station to Sachin
GIDC/ Sachin Gam.
1.2.2 Hence It's A Great Deal To Have Project Like BRTS In Surat
Surat has one of the most affordable and honest rickshaw in Gujarat. Surat has Municipal
Corporation with vision. Surat has highest number of flyovers in Gujarat which solves
problems of traffic effectively then widening the roads. In Ahmadabad you will find wide
roads at a stretch of 2-3 kilometers then will come narrow road where all traffic gets stuck.
SMC solved the traffic problem much effectively then AMC. With flyovers you create space.
SMC also generates revenue by paid parking under flyover.
Rickshaw in Ahmadabad are less honest compared to Surat where rikshawalas charge
different with different passengers.
So Surat has very good rickshaw network with affordable price. In Surat you have to ask for
special rickshaw by default it is shared. In surat rickshaw are no highly packed you will find
in most rickshaws there are 3 people in backseat and 1 on either side of driver compared to
Ahmadabad where you find 4 in back seat and 2 on either side of driver. Autos are also well
maintained fitted with good music system.
So city buses were not successful in Surat. And Surat much smaller compared to Ahmadabad
in geographical area. BRTS is good but again space constraint. As in Ahmadabad BRTS has
created problem in some areas which are very crowded and where roads are narrow. Where
BRTS bus passes foe while then BRTS route is empty and either sides of the BRTS corridor
is full with traffic.

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SURAT: After the success of BRTS in Ahmadabad, Diamond city has now reached a step
cloner to realizing the dream of having the efficient public transport system. Citizens of Surat
will have one advantage over their Counter parts in Ahmadabad though they will experience
the comfort all air conditioned buses from the outset.
After Ahmadabad and Rajkot, now Surat will have BRTS service, most probably by first
week of August, with five buses on roads in first phase.
Surat Municipal Corporation (SMC) has given operation and maintenance contract for BRTS
buses to Prasanna Pearl Mobility Solution.
As per the tender terms, the contractor had to start the service in 90 days with 20 buses on
road in first phase. However the contractor has now submitted a letter to the SMC telling that
bus manufacturer company Tata' is not in capacity to supply desired lot of buses before
December 2013, and other companies are not suitable to supply similar quality of buses. In
such circumstances the SMC should allow to start BRTS service with 180 HP buses instead
of 200 HP prescribed in tender.

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As per the latest decision, the operator shall put 05 buses on roads by 31 July, 25 buses by 25
august and more 10 buses by 31st of December this year.
Surat BRTS Project To Be Kicked Off On Sardar Patel Jayanti (31st Oct)
Ambitious Surat Bus Rapid Transit System (BRTS) project will be kicked all by Gujarat
Chief Minister Narendra Modi on 31st October- Sardar Patel Jayanti. Modi will perform
groundbreaking of Rs.78 crore first phase of the project.
The Surat Municipal Corporation (SMC) had recently approved Rs. 228 crore Bus Rapid
Transit system (BRTS) project. Cost wise, this is be the biggest project approved by the
SMC in its history .
19 km long 200 meter wide BRTS lane will come up on Dumas resort- Udhna Magdalla-Vir
Narmad university-City light Anuvrat gate route. The BRTS lane would also be constructed
on both sides of the Citylight canal (60 ft. road on each side) Khatodara- Kharvarnagar- Puna
old octrol post-Puna-Simada-Sarthana Savji Korat bridge rout.
Under the project, a canal will be restructured and proper lining would be done. The project
also includes construction of several flyover bridges, cc road, paver blocks, street lights, a
track for bus, vehicles track, gardening, picnic points, shopping mall, carriage way, cycle
track, light vehicle track, activity areas, parking space, bus- stands and service road.

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1.2.3 Phases And Routes Phase 1
Two corridors have been proposed in Phase 1.
➢ Corridor 1: Udhana Darwaja to Sachin GIDC Naka [10.2 km]
➢ Corridor 2: Dumas resort - Canal road - Sarthana-jakaatnaka [20 km]
1.2.4 Phase 2 Consists Of 9 Corridors
➢ Corridor 3: AdajanPatiya to Jahangirpura
➢ Corridor 4: AdajanPatiya to Pal
➢ Corridor 5: Pal to ONGC
➢ Corridor 7: Anuwaratdwar to St. Thomas School Junction
➢ Corridor8: St.Thomasschool junction to daksheshwae mahadev junction (connect to

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phase-1)
➢ Corridor 10: Magob to Hirabaug
➢ Corridor 11: Hirabag to Gajera Circle
➢ Corridor 12: Gajera School to Jahangirpur
➢ Corridor15: Gajera to Kosad EWS Aavas
1.2.5 BRTS To Have 50 AC Buses In City
Inspired by the success of Ahmadabad, the Surat Municipal Corporation has decided to run
50 air-conditioned and 50 non air conditioned regular buses on the proposed BRTS routes.
The SMC is preparing two Stretches of about 30 km for the BRTS. The Rs 499 crores project
was sanctioned in 2009 and the work began immediately. Till date nearly 30 per cent of the
work has been completed and with over Rs 100 crores allocation for the project in the year
2011, it is likely that citizens will see these buses plying on Udhna Sachin corridor of
9,97 km shortly. The second stretch is the canal corridor of 19.5 km from Dumas Resort to
Sarthana- Jakatnaka.
1.2.6 BRTS Major Project Components
➢ Surat Navsari road (10.20 Km)
➢ Dumas Resort- Sarthana Jalaatnaka (via canal road) road (19.7 km)Bridges Flyover &
ROB (2 x 4 lane)
➢ Pedestrian Subways (5)
➢ Bus stops (33) Terminals & Depots (3)
1.2.7 Interchanges & Stations

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1.2.7.1 Capital Crores Allocated For All Three Phases Of BRTS
SURAT: Bus Rapid Transport System (BRTS) gets the preference in draft budget of 2012-
13, beginning the second generation of developmental work in the city. With the aim of
taking the city to the next level of a metro city, the draft budget presented by municipal
commissioner Manoj Das has allocated Rs 313 crore for all the three phases of the
ambitious t costing more than Ns 1,000 crores.
surat’s whole BRTS is phased on elevated and at ground level. While56 km roads would
come up on grade level at the cost of Rs 560 crore, the remaining at elevated level at the cost
of Rs 500 crores in the second phase. The first phase corridor of udhana to Sachin is almost
complete and likely to be inaugurated by mid 2012.
1.2.7.2 Work Station, Parking And Depots Facilities Of BRTS

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CHAPTER : 02
LITERATUR REVIEW

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2.1 Barter And Road, 2000
The study revealed and concludes that as the demand for transport is increasing, the need for
sustainable modes becomes more evident. The need of more plentiful and efficient public
transport become very essential as a step to reduce traffic congestion which is mainly caused
by private modes.
Public transport system can move large numbers of people that will use of scare resources
which are land, fuel and environmental costs, public transport modes are regarded as city-
friendly as they provide space efficiency,
Conclude that the most important benefit of good public transport is that it reduces the need
and desire for private vehicle ownership to some extent and thus can massively reduce the
amount of motorized travel. (Barter and road, 2000)
2.2 Wright, 2002
The research completed by Wright in 2002 which revealed and conclude that the BRTS
concept is becoming increasingly utilized by cities looking for cost-effective solutions. BRT
systems are designed with an objective to swiftly, efficiently and cost- effectively more move
people rather private vehicles. BRTS attempts to address the deficiencies of the earlier public
transportation system by providing a rapid, high quality, safe and secure transport system.
2.3 MTS, 200
The study undertaking in the metropolitan cities with compare to rail transportation. This
study revealed and conclude that communities have been looking for new and innovative
approaches to address increasing urban congestion and associated pollution while providing
efficient and effective transport option. Adding more highways is expensive and disruptive;
and is not always an environmentally sound approach. However, light rail transit system, of
interest to many communities, require a significant initial capital investment, and may not be
an effective solution for all urban transport system. Transit buses provide an essential

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transport service in metropolitan areas, but are often viewed as slow and unreliable, One
innovative approach is the use of buses rather than heavy rail, in an integrated, well designed
system with design features similar to light rail rapid transit system (MTS, 2001)
2.4 Rodriguez et al, 2006
The research conducted to find out problem connected with transit system the research
conclude that cities are locations having a high level of accumulation and concentration of
economic activities and are complex spatial structures that are supported by transport system.
The most important problem is related to urban areas, for variety of reasons, cannot satisfy
the numerous requirement of urban mobility. The most notable urban transport problems
revealed are:
➢ Traffic congestion and parking difficulties
➢ public transport inadequacy
➢ difficulties for pedestrians
➢ loss of public space
➢ accident and safety
➢ land consumption
2.5 Changsha and Murray, 2005
The survey conducted for the measuring timing of BRTS bus door, The study concludes that
the door opening and closing time is the time needed to fully open the door from the closed
position and vise-versa. It depends on the mechanical properties of the bus door. The value
for the door opening and closing time can be obtained from on- site observation. In the
absence of such data the delay due to door opening and closing is usually taken as a constant
varying between 2 and 5 seconds (TRB, 2003; Chanshan and Murray, 2005)

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2.6 SC Wirasinghe, Lina Kattan
Bus Rapid Transit (BRT) has been demonstrated to provide efficient and effective public
transport that can even increase transit ridership and attractiveness within defined urban
corridors in both developing and developed countries. The merit of the BRT system lies in its
ability to provide a high quality public transit service with limited infrastructure and at a
relatively low capital and operating cost. In this paper an attempt is made to review BRT
characteristics in some detail. An overview of the elements of BRT systems: the running
ways, vehicles, stations, as well as operational control, fare collection and passenger
information systems is presented.
2.7 Devapriya Chitral Wijeyesekera
This paper outlined the important role played by public transport to meet the demand of
business and social life. The paper reviewed the type of bus services, quality of service in the
bus operation that influences the passenger decision and also the role of bus provider and bus
driver. An improved understanding of the bus operation is important for a well managed bus
services. Maintaining a high standard of quality in service and performance is of paramount
importance to encourage people to make public transport their preferred choice. David A
Hensher, Corinne Mulley.
The physical image of transport systems, as perceived by users and non users, has long been
put forward as a powerful influence on the formation of preferences. One setting for this is in
the choice between bus rapid transit (BRT) and light rail transit (LRT) where there appears to
be a strong preference in favor of LRT in developed countries and the reverse in developing
countries. Using data collected in six capital cities in Australia in 2013, in which individuals
rated two BRT and two LRT designs presented as physical images, we develop a full rank
mixed logit model to identify candidate sources of influence on image preferences. These
provide signals to assist in preparing the ground for a segmented profile for policy makers
and politicians to understand how to underpin building a rational debate for modal options in
our cities.

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2.8 Munzilah Md Rohani, Devapriya Chitral Wijeyesekera, Ahma Tarmizi Abd Karim
This paper outlined the important role played by public transport to meet the demand of
business and social life. The paper reviewed the type of bus services, quality of service in the
bus operation that influences the passenger decision and also the role of bus provider and bus
driver. An improved understanding of the bus operation is important for a well managed bus
services. Maintaining a high standard of quality in service and performance is of paramount
importance to encourage people to make public transport their preferred choice.
2.9 Taotao Deng, John D Nelson
Bus rapid transit (BRT), characterized by modern vehicles, dedicated bus way and
applications of intelligent transportation systems (ITS) technologies, is increasingly
considered as a cost‐ effective approach of providing a high‐quality transport service. Many
cities across the world have recently launched ambitious programmers of BRT system
implementation with varying success. This paper intends to provide an overview of the
recent developments of BRT across the globe, and discusses the current issues and debates
relating to the land development impact of BRT. It considers in turn the impact of BRT
examining technical performance, cost issues and land development impact. The paper
concludes that appropriately designed and operated BRT systems offer an innovative
approach to providing a high‐quality transport service, comparable to a rail service but at a
relatively low cost and short implementation time. In common with other forms of mass
transit, a full‐featured BRT has the potential to offer significant effects on land
development; the literature review also indicates that more work is needed to investigate.

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CHAPTER :-03
RESEARCH METHODOLOGY

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3.1 Need For Research
In a Surat city before seven year BRTS service introduced by government so it leads to
sustain existing customer and tap the potential customer.
Bus rapid transit is a public transportation system that provides faster, more efficient service
than an ordinary bus line. Often this is achieved by making improvements to existing
infrastructure, vehicles and scheduling. The goal is to approach the service quality of rail
transit while still enjoying the cost saving and flexible of bus transit.
3.2 Problem Statement
The next generation in India has added many urban residents as has been added since the
beginning of mankind.
Need to shift people from personal motor vehicles to public transport. And what service
quality of BRTS services in Surat city and performance of BRTS.
3.3 Objective Of Study
3.3.1 Primary Objective
To study of service quality of BRTS service in Surat city.
3.3.2 Secondary Objective
➢ To study the quality of service provided to the passengers by BRTS.
➢ To study the factors that affect the quality of service
3.4 Research Design
There are three types of research design,
➢ Exploratory research design
➢ Descriptive research design
➢ Causal research design

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In this study, Researcher has used descriptive research design; it helps to describe the service
quality of BRTS service and also because of use of primary data. Researcher has used this
method because it is descriptive study of BRTS performance in Surat city.
3.5 Variable Under Study
Research was identified those entire variable which affect in BRTS services and their
significantly affect.
Following are major variable which is researcher will consider:
➢ Safety
➢ Quality of information
➢ Comfort
➢ Pollution
➢ Weather
➢ Price
➢ Opportunity for social inter-action
➢ Time punctuality
3.6 Tools/Techniques For Data
3.6.1 Primary Data
The researcher has used questionnaire for collect the data from respondent.
3.6.2 Secondary Data
The researcher has collected secondary data as review literature
that are available on internet, books and journals.
In this study, Researcher has used descriptive research design; it helps to describe the service
quality of BRTS service and also because of use of primary data. Researcher has used this
method because it is descriptive study of BRTS performance in Surat city.

30
3.7 Sampling
3.7.1 Sampling Design
There are two types of sampling design,
➢ probability
➢ Non-probability
A researcher was used non-probability convenience sampling for selecting the respondent.
3.7.2 Sample Size
Researcher has taken size was 150.
3.7.3 Sample Unit
Researcher has taken as sample that used and experience of BRTS service.
3.7.4 Sampling Area
Sampling area has been taken Surat city.
3.7.5 Data Analysis Tools
The researcher has used following tools,
➢ Table
➢ Chart
3.9 Benefits Of Study
➢ This study helpful to determine a quality of service good or not.
➢ It helps to take a suggestion from the respondents ,on this base of suggestion service
provider can change their quality service .
3.8 Limitation Of study
➢ Duration of research problem is short.
➢ The sample size small as only 150. So it cannot give proper idea about service quality
of BRTS.
➢ Biasness of respondents.

31
CHAPTER :- 04
DATA ANALYSIS

32
Tangible
Statement Level Of Agreement
Strongly
agree
agree neutral disagree Strongly
disagree
Total
BRTS is modern looking
equipment.
37 67 36 05 05 150
Materials associated with the
service is visually appealing.
39 57 39 07 07 150
The physical facilities at
BRTS are visually appealing.
33 59 49 09 07 150
37 39
33
67
57 59
36
39
49
5 7 9
5 7 7
0
10
20
30
40
50
60
70
80
BRTS is modern
looking
equipment.
Materials
associated with
the service
The physical
facilities at BRTS
are visually
appealing.
strongly agree agree
agree
neutral
disagree
strongly disagree

33
Interpretation
From the above chart expressed that 37 respondents are strongly agree towards BRTS is
modern looking equipment., 67 respondents are agree, 36 are neutral, 05 respondents are
disagree and 05 respondents are strongly disagree. So that can be refers that BRTS have a
modern looking equipment.
From the above chart it clearly depict that 39 respondent are strongly agree towards the
Materials associated with the service is visually appealing ,57 respondent are agree,39
respondent are neutral ,07 respondent are disagree and 07 respondent are strongly disagree.
So this interpretation refers that most of the respondent are agree towards the Materials
associated with the service is visually appealing.
From the above chart it clearly depict that 33 respondents are strongly agree towards the
physical facilities provided by BRTS, 59 respondents are agree, 49 respondents are neutral,
09 respondents are disagree and 07 respondents are strongly disagree. So this interpretation
refers that most of the respondent are agree towards the Physical facilities provided by BRTS.

34
Reliability
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Total
When BRTS promise to do
something by a certain time they
have done so.
52 35 30 26 07 150
BRTS is performing the service
right the first time .
31 69 36 07 07 150
BRTS is insisting on error-free 30 32 34 32 22 150
52
31 30
35
69
32
30
36
34
26
7
32
6 7
22
0
10
20
30
40
50
60
70
80
When BRTS promise
to do something by
a certain time they
have done so.
BRTS is performing
the service right the
first time .
BRTS is insisting on
error-free
strongly agree
agree
neutral
disagree
strongly disagree

35
Interpretation
From the above chart shows that out of 150 respondents 52 are strongly agree with BRTS
promise something by a certain time, they are do so, 35 respondent are agree ,30 are neutral,
26 respondent are disagree and 7 respondent are strongly disagree. BRTS service is indicates
that it has arrived at the time which they have say to customer.
From the above diagram refers that out of 150 respondents 37 respondents are strongly agree
with customer response towards BRTS perform the service right the first time,35 respondent
are agree, 46 respondents are neutral, 25 are disagree and 7 respondents are strongly disagree,
so BRTS have must be increase response rate of customer.
It clearly shows from the above chart that out of research 30 respondents are strongly agree
towards BRTS is insist on error-free records, 32 respondents are agree, 34 respondents are
neutral, 32 respondents are disagree and 22 respondents are strongly disagree. This
interpretation shows average marking on error-free records of BRTS service

36
1) Do you think that waiting area of BRTS is good ?
Level Of Agreement Response
Strongly agree 47
Agree 35
Neutral 55
Disagree 08
Strongly Disagree 05
Total 150
Interpretation
From the above chart expressed that 47 respondents are strongly agree towards waiting area
of BRTS is good , 35 respondents are agree, 55 are neutral, 08 respondents are disagree and
05 respondents are strongly disagree. So that can be refers that BRTS have must be increase
a good waiting area for customers because of whenever bus came late that time customers
have do wait for a bus that place.
0
10
20
30
40
50
60
strongly agree agree netural disagree strongly
disagree
satisfaction level

37
2) Do you a get satisfactory reply form the inquiry window.
YES 105
NO 45
Total 150
Interpretation
From the above chart it clearly expressed that out of 150 respondents, 105 customers are
satisfied reply form the inquiry window 45 respondents are dissatisfied. So chart shows the
highly satisfactory reply from the inquiry window.
105
45
YES
NO

38
3) Do you satisfactory from the BRTS card payment service and cash payment
service ?
YES 115
NO 20
MODRATE 15
Total 150
Interpretation
From above chart it clearly expressed that out of 150 respondents, 115 respondents Are full
satisfied with the card payments services of BRTS, 20 respondents are not satisfied,. so charts
shows highly satisfy using with card payments and cash payments.
115
20
15
yes
no
modrate

39
4) Do you think that Google map GPS system for BRTS is properly
working ?(give ranks between 1 to 5.) (1 is better and 5 is worst).
Interpretation
From the above chart expressed that 20 respondents are strongly agree towards Google map
GPS system for BRTS is properly working, 35 respondents are agree, 55 are neutral, 35
respondents are disagree and 5 respondents are strongly disagree. So that can be refers that
BRTS have must be improve Google map GPS system for BRTS.
20
35
55
35
5
0
10
20
30
40
50
60
BETTER GOOD MODRATE BAD WORST
RANK
Rank Response
1 (BETTER) 20
2 (BEST) 35
3 (MODRATE) 55
4 (BAD) 35
5 (WORST) 05
Total 150

40
5) Are you satisfied with the seating arrangement of BRTS ?
Interpretation
From the above chart expressed that 25 respondents are strongly agree towards seating
arrangement of BRTS, 65 respondents are agree, 30 are neutral, 20 respondents are disagree
and 10 respondents are strongly disagree. So that can be refers that BRTS have convert the
respondents response towards disagree and strongly disagree to neutral or agree.
25
65
30
20
10
Strongly agree
Agree
Neutral
Disagree
Strongly Disagree
Level of agreement Response
Strongly agree 25
Agree 65
Neutral 30
Disagree 20
Strongly Disagree 10
Total 150

41
6) Do you feel that you are safe when you are traveling in BRTS ?
Interpretation
From the diagram shows that out of 150 respondents 135 respondents are strongly satisfied
with customer response towards passenger of BRTS feel safe in their transaction,15
respondents says we are not feel safe in their transaction. So graph shows good ratio of safety
level of passenger in BRTS.
135
15
YES
NO
Reponses rate
YES 135
NO 15
TOTAL 150

42
7) Employees of BRTS have knowledge to answer customer’s questions.
Satisfaction level Response rate
Strongly agree 35
Agree 37
Neutral 42
Disagree 25
Strongly disagree 11
total 150
Interpretation
From the above charts it clearly shows that out of 150 respondents, 35 are strongly agree
towards employee of BRTS have knowledge to answer customer questions, 37 respondents
are agree, 42 are neutral, 25 respondents are disagree and 11 respondents are strongly
disagree, so must be needed to convert disagree and strongly disagree into agree or neutral.
0
5
10
15
20
25
30
35
40
45
Strongly agree Agree Neutral Disagree Strongly disagree

43
Empathy
Strongly
Agree
Disagree
Total
BRTS gives customers
individual attention.
38 38 43 21 10 150
BRTS have operating hours
convenient to their entire
customer
36 34 34 37 09 150
BRTS has employees who
give customers personal
attention.
68 50 22 10 02 150
The employees of BRTS
understand the specific need
of their customers.
22 41 67 13 07 150
Interpretation
0
20
40
60
80
100
120
140
160
BRTS gives
customers
individual
attention .
BRTS have
operating hours
convenient to their
entire customer
BRTS has
employees who
give customers
personal attention
The employees of
BRTS understand
the specific need
of their customers
strongly agree
agree
neutral
disagree
strongly disagree
total

44
From the above chart shows that 38 respondents are strongly agree with customer response
toward BRTS give customer individual attention, 38 are agree, 43 respondents are neutral, 21
respondents are disagree and 10 respondents are strongly disagree, BRTS have must be
increase customer individual attention.
From above chart it clearly expressed that out of 150 respondents, 36 are strongly agree, 34
respondents are agree, 34 are neutral, 37 respondents are disagree and 9 are strongly disagree,
so charts shows the highest customer response in agree level.
From the above charts shows that out of 150 respondents, 68 respondents are strongly agree
towards BRTS have employee who give customers personal attention, 50 respondents are
agree, 22 respondents are neutral, 10 respondents are disagree and 2 respondents are strongly
disagree. So only 68 respondents out of 150 are strongly agree that is not good for BRTS
employee.
From the above diagram express that out of 150 respondents,22 respondents Are strongly
agree with the employee of BRTS are understand the specific Needs of their customers,41 are
agree, 67 respondents are neutral, 13 are disagree and 7 are strongly disagree. That is good
ratio of understanding need of passing.

45
Personal Information
Gender
Gender
Male 63
Female 87
Total 150
Interpretation
From the above charts it clearly shows that out of 150 respondents, 63 respondents are male
while left 87 respondents are female. The main reason of high ratio of female is BRTS bus
pass.
63
87
Male
Female

46
Age
Interpretation
From the chart it clearly shows that young generation that is 10 to 25 year are respondents
are mostly go for BRTS and also proportion 41-55 year are group is go for other
transportation service less than the young generation.
0
20
40
60
80
100
120
10 to 25 26 to 40 41 to 55 above 56
Age
10-25 97
26-40 46
41-55 3
Above 56 4

47
Occupation
Student 108
Businessman 4
Employee 5
Profession 21
Housewife 12
Total 150
Interpretation
From the above chart it clearly shows that out of 150 respondents, 108 respondents are
students, 4 respondents are businessman, 5 respondents are employee and 21respondents are
profession. Charts shows high rate of students because most of the student use BRTS service
for go to college or school purpose.
108
4 5
21
12
0
20
40
60
80
100
120
Student Businessman Employee Profession Housewife

48
CHAPTER :05
FINDINGS

49
FINDINGS
Majority respondents gives a positive response towards BRTS its modern looking equipment.
Passenger is highly satisfied towards facility provided by BRTS, like safety quality
information, comfort, weather, and opportunity for social interaction.
Highest ratio of error free record is most important for BRTS services Sector.
When Passenger of BRTS facing any problem at that time employee of BRTS shows since
interest in solving it.
Responsiveness and Empathy factors highly influencing in service sector.
Tangible factor refers that the equipment, which provided by BRTS and the materials
associated with the service is visually appealing.
Educational level and knowledge about the BRTS service is also is most influencing aspect in
having service which is highly a consideration in BRTS service quality.
Google map GPS system for BRTS is properly working, majority of respondent gives
positives response towards a good Google map GPS system.
Respondents are satisfied with the BRTS card payment services and cash payment services.
Age is important in BRTS service because of different purpose like, education, business,
travel.

50
CONCLUSION
From the research study, data analysis and finding it conclude that,
BRTS is a highly quality bus based transit system that delivers fast, comfortable and cost
effective urban mobility through provision of right of rights of infrastructure, excellence in
marketing and customer services, having error-free record.
Consideration of tangibility, Reliability, Responsiveness, Assurance, Empathy factor are
most important to measure the service quality of BRTS. As per national urban transport
policy, cities with one million – plus population must target to a minimum public transport
mode split of 50% by giving impetus to public transport to arrest the trend of personal
modes. The behavior of employee of BRTS instillasation confidence in customer.
Majority of female has used a BRTS for travelling because of they have feel safe, cost
effectiveness ,near by home and as per name it has given a service rapidly so that some errors
makes that through BRTS driver that mistakes they have improves in their service.

51
BIBLIOGRAPHY
https://en.wikipedia.org/wiki/Surat_Bus_Rapid_Transit_System
https://cept.ac.in/news/sitilink-surat-brts-starts-trial-runs
https://www.suratmunicipal.gov.in/Departments/BRTSCellIntroduction
https://www.tandfonline.com/doi/full/10.1080/23311916.2016.1241168
https://www.google.com/search?rlz=1C1GGRV_enIN875IN877&sxsrf=ALeKk01f1DDwx
7zgFGCTpUM_enkRvJq17A:1582380280024&q=surat+brts+online+tice
t&sa=X&VED=2ahUKEwjQ6_XzqeXnAhUjIbcAHdzlAKEQ1QIoBHoECAwQBQ&b
IW=1536&bih=722
https://www.ibef.org/news/surat-gets-best-city-bus-services-award-of- government-of-
india-for-attracting-87-of-private-vehicles-and-auto-rickshaw- users
https://cept.ac.in/news/sitilink-surat-brts-starts-trial-runs

52
I am Bhatiya manish p from Department of business and industrial
management, study in FY MBA, Semester -2. I am doing research on
“Measuring Service Quality Of BRTS In Surat City”. The primary objective
of my study is to the measuring service quality of brts system. This
study is only for academic purpose. I promise you that information
provided by you will never be disclosed to anyone under any
circumstances.
QUESTIONNAIRE
Part :- A
Strongly
Agree
Disagree
Tangible
BRTS is modern looking equipment.
Materials associated with the service is
visually appealing.
The physical facilities at BRTS are
visually appealing.

53
Reliability
When BRTS promise to do
something by a certain time they
have done so.
BRTS is performing the service
right the first time .
BRTS is insisting on error-free
Assurance
Employees of BRTS have
knowledge to answer customer’s
questions.
Empathy
BRTS gives customers individual
attention .
BRTS have operating
hours convenient to their entire
customer.
BRTS has employees who give
customers personal attention.
The employees of
BRTS understand the specific
need of their customers.
1)Do you think that waiting area of BRTS is good ?
1) Strongly agree
2) Agree
3) Neutral
4) Disagree
5) Strongly disagree

54
2) Do you a get satisfactory reply form the inquiry window.
A)YES
B) NO
3) Do you satisfactory from the BRTS card payment service and cash payment service ?
A) YES
B)NO
C) MODRATE
4) Do you think that Google map GPS system for BRTS is properly working ?(give
ranks between 1 to 5.)( 1 is better and 5 is worst )
A) 1=Better
B) 2=Best
C) 3=Neutral
D) 4=Bad
E) 5=Worst
5) Are you satisfied with the seating arrangement of BRTS ?
1) Strongly agree
2) Agree
3) Neutral
4) Disagree
5) Strongly agree
6) Do you feel that you are safe when you are traveling in BRTS ?
A)YES
B) NO
7) Do you think that LED display and speaker is properly working in the bus?
A)YES
B) NO

55
PART : B
PERSONAL INFORMATION
Name :
Contact no: _
Gender: Male______
Female ______
Occupation:
 Student
 Businessman
 Employee
 Profession
 Housewife

56
COVID 19 IMPACT ON BRTS SURAT CITY
As we all know that during a covid pandemic situation there are so many
problems have been facing in a private and public sectors. here I am discussing
on a that during a three month of lockdown which kinds of problems have been
face by BRTS service in surat city.
surat despite catering to nearly 3 lakh commuters daily, the mass public
transport system of surat city, BRTS and city bus service has failed to generate
the required revenue even after three years of operations.
Of every rupee spent by the surat municipal corporation for the BRTS and city
bus the revenues generated is only 38 paisa ,which far less than the international
standards of operating a public transport system said a SMC official.
Rajesh pandya deputy commissioner ,SMC told in times of india “ the public
transport system began in 2016 for service of people and with purpose of
bringing social equity. The aim was not to earn revenue , in major cities of the
world recovery of 50-60% of the amount spent is considered good.
The ban on operations during lockdown has caused significant financial losses
to operators and it is predicted that when services resume, demand may not
return to pre-lockdown levels due to the norms of physical
distancing and passengers’ perceived risk of travelling.
Responses were received from 27 bus operators covering government, private,
urban and inter-city operations.
The operators covered include 14 State Transport Undertakings (STUs), two
Government-supported urban bus contracting authorities and 11 private
operators 70% of these operators are involved in urban buses, 56% in intercity
bus service provision and 52% in rural buses.
The survey captured the key challenges which operators are likely to face during
the resumption of services.
These challenges were segregated into four key areas: operational and service
delivery, financial management, crew management related and fleet
management related.

57
So what were some of the stand-out responses?
67% of operators are only operating special services for medical and essential
personnel in response to government requests
90% reduction in ridership and 81% of operators have no ridership at all.
More than 60% operators believe that both demand and service levels will not
be more than 50% of a pre-COVID situation.
While 12% of the operators believe that the service levels will resume to 75-
100%, only 4% believe that that the demand will return to what it was before.
“The bus sector is an important part of the public transport landscape in India
and the changes brought on by the corona virus pandemic means we must
observe what has happened, and will happen. The objective of the survey was to
derive insights that can inform ministries, state Governments and public
transport agencies in developing a post-COVID response strategy that best
addresses their needs”, said Rupa Nandy, Head of UITP India.
Buses offer affordable access to livelihoods and services for the vast number of
low and middle income families across India.
At the same time, buses also offer the most efficient means of mobility in regard
to space, energy and emissions in highly dense Indian cities.
However, Covid-19 induced lockdown and additional measures such as physical
distancing and frequent cleaning has put an additional financial burden on the
bus operators which risks the long-term sustainability of the sector.
SMC operates 740 buses mainly 34 seaters, on city roads. during the non-peak
hours too, buses continue to play at same frequency resulting in buses running
without passengers on some routes. During a covid situation BRTS is got
benefits of like those buses which is running without passengers is stop so that
cost can totally saving in this 3 month of lockdown.
SMC will be spending RS 58 lakh on building a 500 sq fee bus stop. with this
much money a middle class family can dream of buying a 1700 sq feet three
BHK house in the city. The next six months will see SMC constructing 36 bus
stops on bus rapid transit system routes at the cost of RS 30 crore.

58
The costing is high because it is a stainless steel structure which will be rust
proof. such a structure was built at a cost of RS 68 lakh in Ahmadabad.
“ SMC has done a good job in last three years to set up basic infrastructure for
public transport and as a result large number of people, especially from the
lower middle and middle class have started using the mass transport.
Surat city with a population of about 7,184,590 was heavily dependent on three
wheelers and private vehicles till 2014 when Bus Rapid Transport System
(BRTS) and city buses were made operational. At present, 275 city buses are
operational in the city on 28 routes with fares ranging from a minimum of
Rs.4.00 to a maximum of Rs 22. With 95% of arrivals and departures on time,
87% of those using private vehicles and auto rickshaws have now shifted to city
buses minimizing environmental and social adversity issues. Single ticketing
system, Integration of city buses with feeder systems, Intelligent Transit
Management are in place.
It conclude that BRTS has been faced some problem during the lockdown and
also after lockdown because of sanitizer cost and maintaining a social distancing
so that service provider can out of 34 seats only 17/18 passenger take it so that it
can maintain government guild line but ultimately BRTS has run in loss
situation.

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