Innovative medium for outdoor advertising on highways

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The research is conducted on behalf of Vritti i-Media to understand the effectiveness of its audio visual advertising medium at highway food malls of Maharashtra. The study also highlights insights of consumers visiting these food malls

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Innovative medium for outdoor advertising on highways

  1. 1. Report On:Audience Measurement and Efficacy Survey at Food Malls on Pune-Mumbai Express way and Pune-Nasik Highway Prepared for: VRITTI SOLUTIONS LIMITED 9, Continental Park,Opp Karve Statue, Karve Road, Kothrud, Pune-411038 Prepared by:GENESIS MANAGEMENT & MARKET RESEARCH (P) LTD 7, Jay Apts., 64/3 Erandawane, Prabhat Road, Income Tax Lane, Rege Path, Pune-411 004 October 2011 Page 1 of 30
  2. 2. TABLE OF CONTENTSINTRODUCTION …………………………………………………………………………………….…..31. SUMMARY …………………………………………………………………………………………..….42. SCOPE OF WORK …………………………………………………………………………….………53. METHODOLOGY …………………………………………………………………………………..…64. SURVEY FINDINGS4.1 Classification of Respondents - Age Wise4.2 Classification of Respondents – Gender Wise4.3 Classification of Respondents – Education Wise4.4 Classification of Respondents – Occupation Wise4.5 Levels of Service4.6 Mode of Transport4.6.1 Classification of Cars4.7 Purpose of Travelling4.8 Frequency of travelling by Expressway4.9 Average Time Spent at the Food Mall4.10 Average Spending at the Food Mall4.11 View on Expected New Services / Entertainment and Recreation Facilities4.12 Audio / Video advertisement recall4.13 Favorite Ad Recall4.14 Ratings on various parameters4.15 Passengers sitting inside the bus5. ANNEXURES – QUESTIONNAIRE……………………………………………………………26-286. ANNEXURES – SAMPLE QUESTIONNAIRE………………………………………………29-30 Page 2 of 30
  3. 3. INTRODUCTION__________________________________________________Genesis Management & Market Research Pvt. Ltd. (Genesis) is a fast growing marketresearch and consultancy organization based in Pune, India offering wide range ofmarket research, KPO services & preparation of export marketing and potential plansfor medium and large Indian companies to explore business in developed countries inthe world. Genesis works in the areas like FMCG, Automobile, Durables, Telecom,Banking & Insurance, IT/ITes, Education, Chemicals, Engineering, etc…Vritti Solutions Ltd., Pune (Vritti) is a next generation IT Solutions company workingtowards fuelling the knowledge based economy by consulting and developing innovativeIT solutions. In order to assess the recall of the Computerized Announcement System(i.e. Audio Visual Advertisement System) running on various food malls on Pune-Mumbai Expressway and Pune – Nasik Highway, Vritti felt the need to conduct amarket research covering issues like quality of announcements, audibility of theadvertisements, average time spent, new services required etc. at those food malls.With this background, Vritti approached Genesis to conduct this research on theirbehalf. The survey was successfully carried out in the 4 select food malls on Pune-Mumbai Expressway and 1 on Pune – Nasik Highway using quantitative method ofsurvey by face to face interview and observations by our Director during the period ofthe survey.Genesis thus has a pleasure in submitting this report to Vritti. The report is presentedon the basis of survey findings, opinions and views gathered from thepassengers/commuters on the food malls. Page 3 of 30
  4. 4. 1. SUMMARY__________________________________________________ • The survey was carried out in select food malls on Pune-Mumbai-Nasik Expressway in select 5 food malls namely Bikaner, Food Hub, Food Mall, Neeta Volvo and Daulat Refreshments. • The survey covered total 527 passengers (100 each minimum) including passengers traveling by S.T, Asiad, Volvo bus and private cars. Passengers traveling by private / rented car were reported high (53%) at these food malls except Neeta Volvo outlet. • In most of the outlets State Bank of India Car Loan and Home loan and Kirti Oil advertisements were recalled and appreciated by the audience. Both these advertisements having clarity in message and very simple to understand and the text was catchy in their minds. The sound quality was also good. Next to that was of Manish Potdar, astrologer, Vritti i-media and Venkatesh Builders. The sound quality and overall audibility of Vritti I Media bus announcement was very clear. • After listening, majority of the passengers mentioned that an awareness is created and also further expressed a desire to avail these products/services as and when needed. • Audio – Visual advertisement recall was highest (76%) at Bikaner followed by Food mall (70%), Food Hub (59%), Daulat (52%) and Neeta Volv0 (50%). • Most of the outlets except Neeta Volvo, should introduce facilities like ATM, internet café, video games, children play park. AC restaurant may also be opened at Bikaner which is patronized by more upward middle class car owners. The response for other services like health SPA, saloon, beauty parlor was lukewarm. • The cleanliness in general was satisfactory but toilets need to be more hygienic and clean and they need to be maintained more often. Amongst all Bikaner toilets were reported to be well maintained in hygienic conditions compared to others. Overall there is a need for improvement in this area at most of the outlets as reported by the passengers. • Daulat outlet need to take some steps to attract and invite more car and bus traffic by adopting aggressive marketing strategy, advertisement, schemes and outdoor media. They may also introduce children play park, video games, internet café as they outlet has enough space for such activities and will also help in attracting more traffic. • The audibility, visibility and recall of any advertisement or Jingle depend on its quality, contents, clarity and affiliation with the brand. Some advertisements like State Bank have got larger recall on account of its clarity in message, audibility etc. While others could not be recalled to the extent, although the frequency of such advertisements were almost similar to State Bank of India advertisement. Page 4 of 30
  5. 5. 2. SCOPE OF WORK___________________________________________________________Number of Interviews:Sr. Name of the outlet Location of the outlet Number of interviews per outletNo1. Bikaner Mumbai - Pune Express way 1072. Food Hub Mumbai - Pune Express way 1023. Food Mall Mumbai - Pune Express way 1044. Neeta Volvo Pune – Mumbai Express way 1115. Daulat Pune – Nasik Express way 103 Total Interviews 527 Page 5 of 30
  6. 6. 3. METHODOLOGY__________________________________________________ Conduct the pilot survey to know the Create the manual probable changes for research required in questionnaire Phase I and/or methodology FIELD WORK Preparation of work Carry out face to plan and training to face interviews to get the project team unbiased feedback from customers Back checking and Analysis of the data Scrutiny of feedback forms Phase II DATA ANALYSIS Coding and Data entry of the collected Report writing customer feedback Sample Questionnaire Attached Presentation of Report Page 6 of 30
  7. 7. 4. SURVEY FINDINGS__________________________________________________4.1 Classification of Respondents - Age Wise Sr. No. Age Groups (yrs) Responses in % 1 20 to 30 40 2 31 to 40 29 3 41 to 50 15 4 51 to 60 10 5 61 to 80 6 Classification of Respondents - Age Wise 61 and above 6% 51 to 60 10% Age Gropus 41 to 50 15% 31 to 40 29% 20 to 30 40% 0 10 20 30 40 % RespondentsBase: All outlets - 527 RespondentsAn attempt was made to cover all cross sections of age groups of respondents in appropriateproportions. We have covered such respondents depending on the flow of passengers in variousage groups mentioned above. Age group 20 to 30 constitute major percentage of passengers for constitutedreasons like work, studies, business, profession and other occupations requiring travel out of thecity by express way. Page 7 of 30
  8. 8. 4.2 Classification of Respondents – Gender Wise Sr. No. Gender Responses in % 1 Male 70 2 Female 30 Classification of Respondents - Gender Wise Female 30% Gender Male 70% 0 20 40 60 80 % RespondentsBase: All outlets - 527 RespondentsThe percentage of Male passengers is usually higher than Female passengers, which getsreflected in the sample of respondents covered during the survey. Daulat Refreshments on Pune– Nasik express way reported very less percentage of female as compared to other outlets onPune – Mumbai express way.4.3 Classification of Respondents – Education Wise Sr. No. Education Responses in % 1 Upto Matriculation 22 2 H.S.C 4 3 Graduation 61 4 Post Graduate 10 5 Other 3 Page 8 of 30
  9. 9. Classification of Respondents - Education Wise Other 3% Post Graduate 10% Graduation 61% H.S.C 4% Upto Matriculation 22% 0 10 20 30 40 50 60 70 % RespondentsBase: All outlets - 527 RespondentsIt was observed that highest percentage of respondents were graduate. Young population waswell educated and some of them were pursuing still higher education. This shows educationlevel is high especially in metro and mini metro cities like Mumbai and Pune.4.4 Classification of Respondents – Occupation Wise Sr. No. Occupation Responses in % 1 Service 47 2 Business 14 3 Profession 7 4 Student 9 5 Housewife 14 6 Engineer 9 Page 9 of 30
  10. 10. Classification of Respondents - Occupation Wise Engineer 9% Housewife 14% Student 9% Profession 7% Business 14% Service 47% 0 10 20 30 40 50 % RespondentsBase: All outlets - 527 RespondentsAn attempt was made to cover respondents working in various occupations including students,housewives and retired population in appropriate proportions to obtain their views and opinionon audio visual advertisement system running on various food malls on Pune-Mumbai-Nasik system PuneExpressway. Majority percentage was reported by private sector employees followed bybusinessmen traveling for official / personal purpose and holidaying housewives traveling alongwith their families. It was also observed that many students travel back home on weekends by s.express highway.4.5 Levels of Service: Sr. No. Levels Responses in % 1 Top Management 19 2 Middle level Management 50 3 Lower Management 32 Page 10 of 30
  11. 11. Levels of Service 19% 32% 50% Top Management Middle level Management Lower Management Base: Those who mentioned occupation as Service – 225 RespondentsMajority of the passengers who have mentioned their occupation as service reported they belongto middle level management (50%), Out of the rest 32% were part of Lower management and19% of Top management.4.6 Mode of Transport Sr. No. Mode of Transport Responses in % 1 S.T / Asiad bus 25 2 Volvo bus 22 3 Car 53 Mode of Transport 25% S.T / Asiad bus 53% Car 22% Volvo bus S.T / Asiad bus Volvo bus Car Page 11 of 30
  12. 12. Base: All outlets - 527 RespondentsIt was observed that the majority of the respondents halt at select food malls on Mumbai – Puneexpressway or Mumbai – Nasik highway travel by their private cars including hired cars / cabs.25% of the respondents were traveling from S. T / Asiad buses, followed by 22% respondentstraveling by Volvo buses. Neeta Volvo food mall is exclusively for Neeta Volvo buses andreported the major share in Volvo bus passengers.Outlet wise distribution is as follows: Responses in %Mode of Bikaner Food Hub Food Mall Neeta DaulatTransport VolvoS.T / 14 36 60 0 13Asiad busVolvo bus 2 1 0 90 5Car 84 63 40 10 824.6.1 Classification of Cars Sr. Classification of cars Responses in No. % 1 Small cars 46 2 Mid size cars 28 3 SUVs 17 4 Luxury cars 10 Page 12 of 30
  13. 13. Classification of cars 10% Luxury cars 17% SUV 46% Small cars 28% Mid size cars Small car Mid size car SUV Luxury carsBase: Respondents traveling by car46% of the respondents visited select food malls travel by small cars like Santro, I-10, Indica, IOmni etc. 28% by mid size cars like Honda city, Fiat Linea, I 20, Swift etc. 17% share was I-20,reported by SUVs like Tavera, Scorpio, Mahindra Xylo, Innova etc. 10% respondents were fromhigher economical background and they tra travel by Mercedes, Audi, Lancer etc.4.7 Purpose of Travelling Sr. Purpose of Travelling Responses No. in % 1 Personal 42 2 Official 17 3 Business 6 4 Holidaying Individual / 16 Couple 5 Holidaying Family & Friends 16 6 Other 2 Page 13 of 30
  14. 14. Purpose of Travelling Other 2% Holidaying Family & Friends 16% Holidaying Individual / Couple 16% Business 6% Official 17% Personal 42% 0 10 20 30 40 50 % of RespondentsBase: All outlets - 527 RespondentsIt was reported that respondents interviewed at these food malls travel from Pune, Mumbai,Nasik to various destinations including Mahabaleshwar, Bangalore, Alibaug, Kolhapur, Satara,Junnar, Shirur, Narayangaon, Shirdi etc. use Pune – Mumbai expressway or Nasik Highway.Their purpose of traveling include personal work, official or business purpose. Percentage ofholidaying individuals, couples, families and friends was also high especially on weekends.4.8 Frequency of travelling by Expressway Sr. Frequency of travelling by Responses in No. Expressway % 1 Weekly 10 2 Fortnightly 13 3 Monthly 25 4 Occasionally 52 Page 14 of 30
  15. 15. Frequency of travelling by Expressway 60 52% 50 40 25% 30 20 10% 13% 10 0 Weekly Fortnightly Monthly Occasionally52% of the respondents interview in food malls reported that they travel by Pune – Mumbai interviewedor Pune – Nasik expressway occasionally. Once in 2 – 3 months or so. 25% of the respondentstravel monthly for job, business related reasons or visit their relatives or friends. Respondentstraveling weekly and fortnightly reported 10% and 15% respectively. They were majorly working gor studying in either Mumbai or Pune and visit their families on weekends. Few businessmenwere also part of this chunk.4.9 Average Time Spent at the Food Mall Sr. Average Time Spent at the Responses No. Food Mall in % 1 Upto 15 minutes 40 2 15-30 minutes 30 57 3 More than 30 minutes 3 Average Time Spent at the Food Mall More than 30 minutes 3% 15-30 minutes 57% Upto 15 minutes 40% 0 10 20 30 40 50 60 % of Respondents Base: All outlets - 527 Respondent Page 15 of 30
  16. 16. It was observed that on an average respondents spare 15 – 20 minutes at these food malls.Passengers traveling by S.T / Asiad or Volvo buses get limited time of 15 – 20 minutes forrefreshments at food mall. Comparatively passengers traveling by their private car can spendmore time and expressed their views on various services more clearly. During the time at theirdisposal they go out of the bus and consume eatables, snacks, tea, coffee etc. which was notpossible earlier. This has been possible because of the public announcement system of arrivaland departure monitored as confirmed by passengers.4.10 Average Spending at the Food MallTheir average spend has gone between Rs.30 to 50 per person which stands to the benefit ofeatery stalls and vendors since they can manage the time at their disposal with the help ofannouncements. The announcements help them keep track with their bus departure timingappropriately.4.11 View on Expected New Services / Entertainment and Recreation Facilities:34% of the respondents expressed that they would like to have following new services /entertainment and recreation facilities being introduced at these food malls. 47% of therespondents were willing to spend upto 30 minutes and rest 53% upto 1.5 hr. for these activities.Suggested new services: • ATM center • Shopping center (Readymade garments / Shoes etc.) • AC restaurant • PCO / STD booth • Medical store • Mobile shop • Mobile charging pointsSuggested entertainment and recreation facilities • Cyber café • Game parlor • Children play area • Garden • Beauty parlor / Saloon • Health SPA Page 16 of 30
  17. 17. Out of the rest, 36% were of the opinion that they do not get sufficient time to look for anyadditional services while traveling. 29% of the respondents were neutral about new services orentertainment facilities being introduced at food mall. ainment4.12 Audio / Video advertisement recall recall: Sr. Audio/Video Responses No. advertisement recall in % 1 Yes 62 2 No 38 Audio / Video advertisement recall 38% No 62% Yes Yes No Base: All outletsOverall, 62% respondents remember having seen audio / visual advertisements at food mall.Outletwise distribution is as under: Page 17 of 30
  18. 18. Outletwise Ad Recall Daulat Refreshments 52% Neeta Volvo 50% Food Mall 70% Food Hub 59% Bikaner 76% 0 10 20 30 40 50 60 70 80 Bikaner Food Hub Food Mall Neeta Volvo Daulat RefreshmentsAudio – Visual advertisement recall was highest (76%) at Bikaner followed by Food mall (70%),and Food Hub (59%).4.13 Favorite Ad Recall:The audibility, visibility and recall of any advertisement or Jingle depend on its quality,contents, clarity and affiliation with the brand. Some advertisements like State Bank have gotlarger recall on account of its clarity in message, audibility etc. While others could not berecalled to the extent, although the frequency of such advertisements were almost similar toState Bank of India advertisement. Page 18 of 30
  19. 19. • Bikaner Bikaner Others 7% Vritti i-media 21% Venkatesh Builders 4% SBI home loan 38% SBI car loan 36% Manish Jyotish 4% Kirti oil 35% Bus Announcement 37% 0 10 20 30 40SBI home loan (38%) was the most recalled advertisement followed by Bus Announcement(37%), SBI car loan (36%), Kirti oil (35%) and Vritti i media (21%). Venkatesh builder and i-mediaManish Potdar Jyotish was reported 4% and others (Songs etc.) 7%. • Food Hub Food Hub Others 18% Vritti i-media 10% SBI home loan 33% SBI car loan 58% Kirti oil 35% Bus Announcement 22% 0 10 20 30 40 50 60SBI car loan was most recalled advertisement at Food hub ( %) followed by Kirti Oil (35%), (58%)SBI home loan (33%), bus announcement ( %), (22%), Vritti i-media (10%) and others (Songs etc.) thers(18%). Page 19 of 30
  20. 20. • Food Mall Food Mall Others 14% Vritti i-media 3% Venkatesh Builders 15% SBI car loan 58% SBI home loan 55% Kirti oil 15% Bus Announcement 38% 0 10 20 30 40 50 60Ad recall was high of SBI car loan and reported 58% followed by SBI home loan (55%) , Bus % (announcement (38%), Kirti oil ( , (15%), Venkatesh Builders (15%), Vritti i-media (3%) and others media(14%) at Food mall. • Neeta Volvo Neeta Volvo Others 13% Venkatesh Builders 7% Vritti 14% SBI home loan 32% SBI car loan 41% Kirti oil 38% Bus Announcement 50% 0 10 20 30 40 50 Bus announcement was most recalled (50%) at Neeta Volvo followed by SBI car loan (41%), ( Kirti oil (38%), SBI home loan ( %), (32%), Vritti (14%) and Venkatesh Builders (7%) and others (13%). Page 20 of 30
  21. 21. • Daulat Daulat SBI home loan 37% SBI car loan 22% Pride asian builder 3% Manish jyotish 37% Kirti oil 25% Bus Announcement 5% 0 10 20 30 40Manish Jyotish and SBI home loan were most recalled ad (37%) followed by Kirti oil (25%), SBI (25%)car loan (22%), Pride asian builder (3%) and bus announcement (5%). %),4.14 Ratings on various parameters: • Audibility of the advt. Refused 4 3 11 0 Excellent 0 4 0 23 Bikaner Food Hub Very Good 42 22 16 45 60 Food Mall Good 51 63 62 40 13 Neeta Daulat Poor 4 12 7 15 3 0% 20% 40% 60% 80% 100% Page 21 of 30
  22. 22. • Creativity of the advt. Refused 4 3 11 0 Excellent 9 2 3 0 10 Bikaner Food Hub Very Good 17 12 19 15 67 Food Mall Good 64 70 59 78 23 Neeta Daulat Poor 6 13 8 7 0 0% 20% 40% 60% 80% 100%• Easy Visibility of the advt. Refused 4 3 11 0 Excellent 5 0 4 2 13 Bikaner Food Hub Very Good 31 33 26 40 63 Food Mall Good 52 47 53 56 20 Neeta Daulat Poor 9 17 5 2 3 0% 20% 40% 60% 80% 100% Page 22 of 30
  23. 23. • Frequency of the relay Refused 4 3 11 0 Excellent 2 010 17 Bikaner Food Hub Very Good 36 22 26 27 60 Food Mall Good 51 55 56 64 23 Neeta Daulat Poor 7 20 5 9 0 0% 20% 40% 60% 80% 100%• Sound quality for clarifyin the message clarifying Refused 4 3 11 0 Excellent 6 0 5 0 27 Bikaner Food Hub Very Good 36 30 29 29 60 Food Mall Good 44 48 47 49 13 Neeta Daulat Poor 10 18 8 22 0 0% 20% 40% 60% 80% 100% Page 23 of 30
  24. 24. • Clarity in announcements of bus arr arrival /departure Refused 4 3 11 0 Excellent 9 0 3 0 17 Bikaner Food Hub Very Good 27 27 32 33 60 Food Mall Good 49 48 49 56 23 Neeta Daulat Poor 11 22 5 11 0 0% 20% 40% 60% 80% 100%• Picture quality and colors used Refused 4 3 11 0 Excellent 4 2 7 2 30 Bikaner Food Hub Very Good 28 25 33 27 60 Food Mall 53 50 42 60 11 Neeta Good Daulat Poor 11 20 7 11 0 0% 20% 40% 60% 80% 100% Page 24 of 30
  25. 25. • Audibility of the bus announcements inside and outside area of the mall Refused 4 3 11 0 Excellent 7 2 40 47 Bikaner Food Hub Very Good 28 17 22 15 50 Food Mall Good 49 50 53 65 0 Neeta Daulat Poor 11 28 10 20 3 0% 20% 40% 60% 80% 100%4.15 Passengers sitting inside the bus side bus:5 to 7 interviews per food mall were conducted of the passengers sitting inside the bus and didnot get down at food malls. Majority of the passengers sitting inside the bus responded that theydid not get down of the bus for fear of bus departing unnoticed. Long distance passengers likeMumbai – Bangalore or Mumbai – Kagal using Mumbai – Pune expressway responded that theynormally carry luggage with them and they do not get down for fear of theft. They sit in the bus rryfor security of their luggage. Few passengers were lingering around the bus instead of spendingtime at eating area. It was observed that, on an average 10 – 12 passengers return back early for sfear of bus departing unnoticed. When asked about the usefulness most of the respondents wereof the opinion that this system is useful to give all the passengers notice of the arrival anddeparture of the buses. They have also expressed that they would have used this time for some expressedrefreshments, snacks etc or they would have done some shopping at the outlets in the food mall.In general, on Mumbai – Pune expressway most of the passengers get down at food malls asthey carry limited luggage with them and they are aware of the bus system as they travel quite uggagefrequently by expressway. Overall, number of passengers getting down at food malls hascertainly increased because of public announcement system. Page 25 of 30
  26. 26. Questionnaire for Audience Measurement and Efficacy Survey at Food Malls on Pune-Mumbai Express way Name of the Food Mall:___________________ Date of Interview: ______ Sept 2011 A) Passenger Profile: 1. Name: ________________________________________________ 2. Age: _________ years Male/Female 3. Education: Upto Matriculation / Graduation / Post Graduate / Others 4. Cell Number: ______________________________ 5. Occupation: Service (Top/Middle Mg./Executive)/ Business / Profession (_______________)/Student / Housewife / Others 6. Coming from : Pune / Mumbai / Others ________ (pl.specify) 7. Going to : Mumbai / Pune / Others ____________ (pl. specify) 9.. Mode of Transport: Bus (ST/Volvo Bus)/ Car Brand _____________ Model _____________ 10. Purpose of Travelling : Personal / Official / Business / Holidaying (Individual/Couple/Friends/Family) / Others 11. Frequency of travelling by Expressway: Weekly/Fortnightly/Monthly / Occasionally B) Details of Time Spent at the Food Malls: 1. Average Time Spent at the Food Mall: Upto 15 minutes / 15-30 minutes / More than 30 minutes 2. How do you spend your this time: Snacks / Shopping / Others ______, if any 3. Would you like to have any new services being introduced here? Yes / No If yes, pl. specify ______________________________________4. Would you like some entertainment and recreation facilities being introduced here like beauty parlours, mini theatre, health spa, hair saloon, video games, internet cafe etc.? Yes / No If yes, pl. specify _____________________________________ Page 26 of 30
  27. 27. 5. How much time would you like to spend for these activities ? ______ hr/minutes6. Do you feel that innovative and new products could be made available at the Mallwith various discount offers thereto? Yes / No7. If yes, what category of products do you recommend for being made available?a) _______________________b)__________________________ c)_____________________8. Would you be willing to buy such products at the food malls? Yes / No C) Views on Audio/Video Advertisements: 1. Do you remember having seen the audio/video advts at the Mall? Yes / No.2. Which advertisements do you recall?1) ___________________________ 2) ______________________ 3)___________________ 2. Do you recall any of the advertisements seen by you ? (show card) 3. Do these advertisements create in buying product/services? Yes / No 4. Did you like any particular advt and if so why? ________________________________ 5. How would like to rate the quality of audio/video advts on following parameters (out of 10)Sr.No. Attribute Rating (out of10)1. Audibility of the advt.2. Creative of the advt.3. Easy Visibility of the advt.4. Frequency of the relay5. Sound quality for clarify in the message6. Clarity in announcements of bus arr/dep.7. Picture quality and colors used8. Audibility of the bus announcements inside andoutside area of the mall D) Only for Passengers Sitting in the Bus: 1. Did you not get down of the buss for fear of bus departing unnoticed? 2. Why did you linger around the bus instead of spending time at eating area? Page 27 of 30
  28. 28. 3. How many passengers came back early and why?4. Are you aware of the public announcement system of the buses? Yes / No.5. Do you find this system useful to give you notice of the arr/dep of the buses? Yes / No6. . How you would have used the time if you knew before that the Bus departure announcement will happen at the food mall 5 mins before departure ?E) Others:1. How do you feel the overall environment and the ambience at the Food Mall?2. Do you any suggestions for improvement? ________________________________________ Page 28 of 30
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