CUSTOMER SATISFACTION LEVELS IN PUNE MUNICIPAL TRANSPORT

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A RESEARCH PROJECT TO GAUGE THE CUSTOMER SATISFACTION LEVELS WITH PUNE MUNICIPAL TRANSPORT

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  • CUSTOMER SATISFACTION LEVELS IN PUNE MUNICIPAL TRANSPORT

    1. 1. CUSTOMER SATISFACTION LEVEL IN P.M.T <ul><li>Harshad Katikar </li></ul>
    2. 2. PUNE – AN INTRODUCTION ONE OF THE MOST BLESSED AND AN OUTSTANDING CITY IN THE COUNTRY, THE SECOND LARGEST IN MAHARASHTRA – Srinivas Bonavla. Official P.M.C (At a presentation on PMT in Pune)
    3. 3. A Brief Background 200 Supply of buses/lakh 1000 No of buses 400 Avg registrations/day 14.5 Lakh Registered vehicles 1100 Km Length of road networks 7214 Density persons/sq km 700 Sq.Kms Area 50 lakhs Population
    4. 4. A Brief Background (Contd..) Rs.12,000,000000 (Rs.12,000 million) Financial strength of PMC&PCMC : Rs 15,150 crore Software export Rs.35,677 Per Capita Net District Domestic Product
    5. 5. EXISTING TRAFFIC CONDITIONS
    6. 6. EXISTING TRAFFIC CONDITIONS
    7. 7. WHY PUBLIC TRANSPORT? <ul><li>Public Transport is any means of transport that can carry many people at a time along pre-specified routes and according to a published schedule. </li></ul>
    8. 8. WHY PUBLIC TRANSPORT? <ul><li>Public Transport carries many people in one vehicle, its per-capita usage of resources, per-capita pollution and per-capita accident rate is much lesser than a private vehicle. </li></ul>
    9. 9. WHY PUBLIC TRANSPORT? .001 0.12 88 1080 Train .4 26 267 40 Bus (Diesel) 3.17 6.5 1825 2.2 Car 19.21 9.2 706 1.3 Scooter Fatalities/million pass-km CO emission gm/pass-km Energy consumption Kj/pass-km Occupancy persons Mode of transport
    10. 10. SOME GRIM FACTS <ul><li>The PMC has admitted that rising mobility pattern of citizens has not been correspondingly supported by an efficient public transport. &quot;The result of this is clearly seen in increase in personal vehicles,&quot; the ESR says. The ESR has pointed out that there has been a sharp fall in the number of passengers using Pune Municipal Transport (PMT) buses, i.e. from 5,72,671 to 3,49,048, and a nearly 25 per cent reduction in the average passengers traveling by the buses per day. </li></ul><ul><li>The PMT is short of 400 buses as per the norm of 40 buses for a population of one lakh. This increases the travel time, due to which masses are reluctant to travel by public transport services, the report says. </li></ul>
    11. 11. PUNE MUNICIPAL TRANSPORT 500 Total no of bus stops 6.18 lakhs Average daily passengers 33 lakhs Average daily revenue 199 Routes operated 925 Average buses on road 1000 No of buses held 152 crores PMT annual budget
    12. 12. THE SURVEY-PRIMARY DATA COLLECTION. <ul><li>200 samples collected </li></ul><ul><li>Each sample had 24 questions </li></ul><ul><li>Questions were based on the following: </li></ul><ul><ul><ul><li>Efficiency </li></ul></ul></ul><ul><ul><ul><li>Service </li></ul></ul></ul><ul><ul><ul><li>Infrastructure </li></ul></ul></ul><ul><ul><ul><li>Satisfaction </li></ul></ul></ul>
    13. 13. FACTS & ANALYSIS <ul><li>CUSTOMER SATISFACTION: </li></ul><ul><li>It is the customer’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance in relation to his or her own expectations. </li></ul>
    14. 14. TOTAL DEPENDANCY ON PMT:
    15. 15. FREQUENCY OF USE
    16. 16. SATISFACTION WITH FREQUENCY
    17. 17. INCREASE IN NO. OF BUSES
    18. 18. CONDITION OF THE BUSES
    19. 19. ADHERANCE TO SCHEDULE
    20. 20. BUS STOPS <ul><li>From 2006 to the later half of 2007 PMT undertook a major campaign to renovate bus stops. </li></ul><ul><li>Facilities like seating arrangements, shades, information boards were to be added to bus stops lacking these facilities. </li></ul><ul><li>This project was based on the findings of a survey under taken by P.M.T. </li></ul>
    21. 21. BUS STOP BEFORE PROJECT
    22. 22. BUS STOP AFTER PROJECT
    23. 23. A B.R.T.S STOP
    24. 26. ONLINE SURVEY AND COMMENTS: (SECONDARY DATA COLLECTION) <ul><li>An online customer survey was conducted on social networking and blogging sites. </li></ul><ul><li>A comprehensive idea and analysis was drawn on the basis of these comments, suggestions. </li></ul><ul><li>Some of these online comments included suggestions to improve PMT which, if put into practice on ground zero. </li></ul>
    25. 27. ONLINE SURVEY AND COMMENTS: <ul><li>By Gracy </li></ul><ul><li>Puneties will appreciate if you recruit people with some good background, decent and well mannered and who have importance of time as due this deficiency people commuting with the PMT bus suffer a lot even college going students have to face problems. I would really appreciate if PMT will follow the above. </li></ul>
    26. 28. ONLINE SURVEY AND COMMENTS: <ul><li>By Shirin </li></ul><ul><li>No buses at regular timings after 9.15am from SWARGATE from KOTHRUD DEPOT. </li></ul><ul><li>Drive rashly, cannot accommodate all passengers. </li></ul><ul><li>Buses are irregular & skip some stops, due to which the rush increases. </li></ul><ul><li>Ladies have to face a tough time </li></ul>
    27. 30. ONLINE SURVEY AND COMMENTS: <ul><li>PMT WEBSITE FEEDBACK –By Rachita Mahajan </li></ul><ul><li>The pictures show fancy buses but in reality you will rarely come across these type of buses in Pune. The site has pretty pictures which do not reflect reality. Statistics on the site say that PMT has a fleet of about 1000 buses transporting nearly 5.50 lakh passengers in a day, a staff of about six and a half thousand, six depots, eighteen main bus stations and about 200 routes…” For a population of 4,485,000 in 2005, I guess this isn’t enough. </li></ul>
    28. 31. PICTURES OF BUSES ON PMT WEBSITE
    29. 32. CONCLUSIONS DRAWN <ul><li>PMT’s service is woefully inadequate and cannot service the population of Pune. </li></ul><ul><li>This is based on the fact that the PMT is short of 400 buses as per the norm of 40 buses for a population of one lakh. The current number of buses held are 1000 </li></ul>
    30. 33. CONCLUSIONS DRAWN <ul><li>Instead of utilizing the Rs 1000 crore budget to implement a viable Public Transport System that can cover more than 500 square km, PMC is utilizing the funds to implement a hi-tech sky bus transport which will cover only 25 km. </li></ul><ul><li>Citizens & activists are agitated over the gross mismanagement of these funds and resources. </li></ul>
    31. 34. CONCLUSIONS DRAWN <ul><li>The number of two wheelers and four wheelers per lakh of population increased from 27842 to 33528 while </li></ul><ul><li>The number of PMT buses per lakh of population decreased from 33 to 28.5. </li></ul>
    32. 35. CONCLUSIONS DRAWN <ul><li>In order for Public Transport to be attractive it must be convenient, comfortable and reliable. It also needs to be affordable and speedy. </li></ul><ul><li>Innovative ideas like the BRTS systems should be introduced in a planned controlled manner. </li></ul>
    33. 36. CONCLUSIONS DRAWN <ul><li>A proper management system must be put into place by using scientific management techniques. </li></ul><ul><li>Most importantly operations managers should be handed over the responsibility of handling the logistics and operations which are under grossly mismanaged. </li></ul>
    34. 37. MOVIE CLIP
    35. 38. BIBLIOGRAPHY AND ACKNOWLEDGEMENTS <ul><li>RESEARCH METHODOLOGY- C.R.Kothari </li></ul><ul><li>Research paper titled “The travel behaviour of households in Pune”- C.Palmner, A Astrop, M Babu and D Maunder” </li></ul><ul><li>PMT Website. </li></ul><ul><li>Orkut.com for secondary data collection. </li></ul><ul><li>The “helpful” staff at PMT depot, Kothrud. </li></ul>
    36. 39. THANK YOU!! WE ARE OPEN TO QUESTIONS

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