This document analyzes perceptions of commuters who use the Gujarat State Road Transport Corporation (GSRTC) bus services. It summarizes a study that surveyed 2520 commuters on their perceptions of GSRTC's service quality. Key findings include:
- The majority of respondents were male, aged 36-50, with an education level of non-technical graduation. Most had monthly incomes below Rs. 10,000.
- Over 80% felt GSRTC's services were necessary as a public utility, with 63% preferring public services and 37% open to public-private partnerships.
- Around one-third had concessional bus passes as employees or students. Most had used G
Satisfaction with public transport: the case of an university accessIJERA Editor
This study presents the results of a diagnostic survey on the users satisfaction with the public transportation
system which enables access to a higher education institution (HEI), relating it to some socio-bio-demographic
characteristics. The research instrument, based on fuzzy logic, was answered by 184 randomly selected
passengers. The statistical analysis was performed with non-parametric tests (Kruskal-Wallis, Man Whitney,
Friedman and Wilcoxon). The results for the level of satisfaction were considered reasonable and it was
identified that the factors ''terminal/stops'' and ''comfort/service for passengers'' were the worst evaluated. It was
also identified that the age of the passengers, travel time and distance from the terminal/stop to the
origin/destination are associated with the level of satisfaction.
Financial system occupies an important place in Indian Economy as one of the industries. It outperforms certain
essential functions for the economy including managing of payment system, collection & allocation of the savings of society
and creation of a variety of stores of wealth to suit the preferences of savers. Finance is the flowing blood in the body of
financial system in any country. It bridges gap between the saving & investments by providing the mechanism through which
savings of savers are pooled and are put into the hands of those able & willing to invest by financial agencies. Hence, the role
of financial system is to promote savings and their channalisation in the economy through financial assets that are more
productive than the physical assets. Therefore, the workings of financial system are vital to pace and sustainable growth of the
economy. Financial system plays a momentous role in access the rate of economic development, which is to improving general
standard of living & higher social welfare in the country.
Effective Utilization of Banking Credit: A bird’s eye viewRHIMRJ Journal
India is an agricultural country and it plays a significant role in the development of our economy. Approximately two
third of the Indian Population is depend on agriculture sector. According to the data released by National Sample Survey
(NSS) reflects that about 65 to 70 per cent of all agricultural holdings belonged to the smaller size groups of families. These
small and marginal farmers required credit facility. Agricultural credit appears to be an essential input to take the advantage
of modern technology in agriculture sector for enhancing productivity. That is the reason credit has been taking a crucial role
in designing strategies for the development of agriculture. This paper put emphasis on proper planning for effective utilization
of credit facilities.
Satisfaction with public transport: the case of an university accessIJERA Editor
This study presents the results of a diagnostic survey on the users satisfaction with the public transportation
system which enables access to a higher education institution (HEI), relating it to some socio-bio-demographic
characteristics. The research instrument, based on fuzzy logic, was answered by 184 randomly selected
passengers. The statistical analysis was performed with non-parametric tests (Kruskal-Wallis, Man Whitney,
Friedman and Wilcoxon). The results for the level of satisfaction were considered reasonable and it was
identified that the factors ''terminal/stops'' and ''comfort/service for passengers'' were the worst evaluated. It was
also identified that the age of the passengers, travel time and distance from the terminal/stop to the
origin/destination are associated with the level of satisfaction.
Financial system occupies an important place in Indian Economy as one of the industries. It outperforms certain
essential functions for the economy including managing of payment system, collection & allocation of the savings of society
and creation of a variety of stores of wealth to suit the preferences of savers. Finance is the flowing blood in the body of
financial system in any country. It bridges gap between the saving & investments by providing the mechanism through which
savings of savers are pooled and are put into the hands of those able & willing to invest by financial agencies. Hence, the role
of financial system is to promote savings and their channalisation in the economy through financial assets that are more
productive than the physical assets. Therefore, the workings of financial system are vital to pace and sustainable growth of the
economy. Financial system plays a momentous role in access the rate of economic development, which is to improving general
standard of living & higher social welfare in the country.
Effective Utilization of Banking Credit: A bird’s eye viewRHIMRJ Journal
India is an agricultural country and it plays a significant role in the development of our economy. Approximately two
third of the Indian Population is depend on agriculture sector. According to the data released by National Sample Survey
(NSS) reflects that about 65 to 70 per cent of all agricultural holdings belonged to the smaller size groups of families. These
small and marginal farmers required credit facility. Agricultural credit appears to be an essential input to take the advantage
of modern technology in agriculture sector for enhancing productivity. That is the reason credit has been taking a crucial role
in designing strategies for the development of agriculture. This paper put emphasis on proper planning for effective utilization
of credit facilities.
Performance of Foreign Direct Investment in IndiaRHIMRJ Journal
An attempt is made in this paper to know Foreign Direct Investments (FDI) performance in India in terms of Merger
and Acquisition (M&A), Technology transfer and Research & Development (R&D). Beginning of the sections is done with
FDI policy in India. Initially, India has many restrictive policies but it is favorable after liberalization period to attract FDI in
India. Another section of the Paper discussed performance of M&A in terms of number, volume, country and industry wise,
Technology Transfer with suggested government policy and FDI inflow in R&D from the year 2000-2011(post liberalization
period). At the end of the paper,it has been concluded that growth of FDI Inflows is quite positive in above mentioned area.
Over the years, as we grow up, we often wonder about the purpose or reason of our existence. Is life simply a matter
of obtaining food and shelter? In fact, animals are mostly occupied in activities related to survival. But surely human
existence must have a greater purpose. This has been the basic concern in the Indo-Eastern perspective on human nature.
The Indian approaches tell us that many of the problems that we face in life are due to faulty ways of thinking and
understanding the world. Therefore, the concern in the Indian perspective is on removal of faulty knowledge which keeps us
in a state of ignorance (avidya). Once we have realized this, it is possible to live life with a new kind of freedom. In this state
we come to experience a deep and complete joy. This happiness or state of bliss is present in each of us. We only have to
unfold and experience it. Such a state enlarges the human consciousness in such a manner that a person’s goal becomes
recovering the experience of beingness or existence that is common to everybody.
A Study on Buying Behavior of Indian Consumers: A Dynamic ViewRHIMRJ Journal
In this dynamic world the behavior of consumers varying day to day. This research study is based on the consumer’s
perceptions, buying behaviour and satisfaction of the consumers in Indian market. The Indian consumers are known for the
high degree of value orientation. India is an attractive market however, the per capita income in India is low and it remains a
huge market, even for luxurious products. Consumer behaviour is difficult and very often not considered rational. The recent
trends which are found in the Indian market are celebrity influence, online shopping, free gifts and discounts and also for
popularity of eco-friendly products.
In general, urban accessibility shows the ease of reaching destinations and the
interaction between the land-use and transportation systems. Integrating transport
and land-use mix is one of the goals of planning policies around the world. In this
paper, an attempt is made to assess the urban accessibility through commuters’ travel
behavior for shopping trip only. The effects of trip characteristics like trip length, trip
time and trip cost and socio-economic characteristics like gender, age, income,
occupation and vehicle ownership on travel behavior and mode choice are studied for
shopping trips for different mixed land use zones (wards) of Vadodara city. Urban
accessibility Index is prepared for different neighborhoods. It is found that the change
in the land-use mix affects the commuters' travel behaviour and mode choice selection
L & T Metro Rail Impact Assessment Study - Stage 3Ramesh Satyam
Pragna Research Consultancy Services, Hyderabad did an Impact Assessment Study of Hyderabad Metro Rail Project for L&T Metro Rail. 4 Reports on the 4 different Stages with numerous errors and repetitions done using cut, copy and paste of content across reports were delivered to L & T Metro Rail. The junk contained in the Reports had to be processed to enable reuse and recycle of content for the Presentations.
A staffer in L&T Metro Rail was given my telephone number for contact by a lady from Pragna for assistance in converting the Reports into Presentations. The staffer said that she couldn’t do it herself as she was busy with personal matters and had to seek help on personal request and compensate for it out of her salary. The staffer grossly underestimated the costs, labor and time involved in the work, for reasons best known to her, which was far beyond her ability to pay for it. She and the lady from Pragna insist that L&T Metro Rail and Pragna have nothing to do with this work and this was expected to be done on a personal capacity for a payment that is less than 1/10th of the cost involved to do it.
The Report on Stage 3 was converted into a Presentation and sent to the staffer. Since either of the organizations involved in the creation of these Reports say they have nothing to do with it, the staffer has no ability to pay a realistic price for the conversion of Reports into Presentations and given the prevalent poverty (not necessarily in the material sense) of these organizations and staff working with them, I decide to leave this presentation with them as a donation.
To discourage full or partial use of the contents without acknowledgement of source by these organizations and their staff, as well as to get a bit of personal mileage as return for this unpaid free effort (can we call it voluntary?) and provide some insights on what is perceived to be happening by people of Hyderabad on the Metro Rail Project, the Presentation on Stage 3 (Begumpet to Shilparamam) is available online for those who may be interested in it.
One of the problems in big cities are transportation.They solve this problem by providing mass transportation such bus or train. People use this facility to travel between surrounding cities or within the city. Jakarta recently has a new public transportation called TransJakarta which serving people travelingfrom nearby cities and in the city.In order to move or doing business between places people in Jakarta use TransJakarta This research aims to analyse ticket price, service quality and customer value toward customer satisfaction. We conducted a research by using questionnaires given to thepassangers and developed a model using a multiple regression to process the result from questionnaires. Samples were taken from The number of sample for this reseach was 130 customers taken from one bus stop which passengers traveled from BSD City to Grogol and Slipi. The results from partial testing showed that customer value andservice quality have effect on customer satisfaction while ticket price does not have effect on customer satisfaction.
Service Quality and Passengers Satisfaction of Southern Railways by SERVQUAL ...Selladurai Muthusamy
The economic growth of a country is mostly depends on the infrastructure and construction available in their area. Substructure link the peoples to services, markets and jobs and helps people to live healthy and productive lives. Transport facility is an important aspect of infrastructure facilitating mobility of goods and people from one place to another place. The passengers expect huge services from Indian Railways, but the railways providing few of the service in good quality and many of its services are not good. When the Indian Railways is not fulfil the passenger’s expectation, they are ready to switch over to another mode of transportation service. So, Indian railways to go down passenger business earning, in recent year the railway freight services only to contribute major role in Railway earnings. The railways passenger earnings were not good in past few years. Indian railways has to improve their services to world class. The main aim of the study is to identify the socio economic background of railway passengers and to analyse the gap between passenger’s expectation and perception of service quality.
Performance of Foreign Direct Investment in IndiaRHIMRJ Journal
An attempt is made in this paper to know Foreign Direct Investments (FDI) performance in India in terms of Merger
and Acquisition (M&A), Technology transfer and Research & Development (R&D). Beginning of the sections is done with
FDI policy in India. Initially, India has many restrictive policies but it is favorable after liberalization period to attract FDI in
India. Another section of the Paper discussed performance of M&A in terms of number, volume, country and industry wise,
Technology Transfer with suggested government policy and FDI inflow in R&D from the year 2000-2011(post liberalization
period). At the end of the paper,it has been concluded that growth of FDI Inflows is quite positive in above mentioned area.
Over the years, as we grow up, we often wonder about the purpose or reason of our existence. Is life simply a matter
of obtaining food and shelter? In fact, animals are mostly occupied in activities related to survival. But surely human
existence must have a greater purpose. This has been the basic concern in the Indo-Eastern perspective on human nature.
The Indian approaches tell us that many of the problems that we face in life are due to faulty ways of thinking and
understanding the world. Therefore, the concern in the Indian perspective is on removal of faulty knowledge which keeps us
in a state of ignorance (avidya). Once we have realized this, it is possible to live life with a new kind of freedom. In this state
we come to experience a deep and complete joy. This happiness or state of bliss is present in each of us. We only have to
unfold and experience it. Such a state enlarges the human consciousness in such a manner that a person’s goal becomes
recovering the experience of beingness or existence that is common to everybody.
A Study on Buying Behavior of Indian Consumers: A Dynamic ViewRHIMRJ Journal
In this dynamic world the behavior of consumers varying day to day. This research study is based on the consumer’s
perceptions, buying behaviour and satisfaction of the consumers in Indian market. The Indian consumers are known for the
high degree of value orientation. India is an attractive market however, the per capita income in India is low and it remains a
huge market, even for luxurious products. Consumer behaviour is difficult and very often not considered rational. The recent
trends which are found in the Indian market are celebrity influence, online shopping, free gifts and discounts and also for
popularity of eco-friendly products.
In general, urban accessibility shows the ease of reaching destinations and the
interaction between the land-use and transportation systems. Integrating transport
and land-use mix is one of the goals of planning policies around the world. In this
paper, an attempt is made to assess the urban accessibility through commuters’ travel
behavior for shopping trip only. The effects of trip characteristics like trip length, trip
time and trip cost and socio-economic characteristics like gender, age, income,
occupation and vehicle ownership on travel behavior and mode choice are studied for
shopping trips for different mixed land use zones (wards) of Vadodara city. Urban
accessibility Index is prepared for different neighborhoods. It is found that the change
in the land-use mix affects the commuters' travel behaviour and mode choice selection
L & T Metro Rail Impact Assessment Study - Stage 3Ramesh Satyam
Pragna Research Consultancy Services, Hyderabad did an Impact Assessment Study of Hyderabad Metro Rail Project for L&T Metro Rail. 4 Reports on the 4 different Stages with numerous errors and repetitions done using cut, copy and paste of content across reports were delivered to L & T Metro Rail. The junk contained in the Reports had to be processed to enable reuse and recycle of content for the Presentations.
A staffer in L&T Metro Rail was given my telephone number for contact by a lady from Pragna for assistance in converting the Reports into Presentations. The staffer said that she couldn’t do it herself as she was busy with personal matters and had to seek help on personal request and compensate for it out of her salary. The staffer grossly underestimated the costs, labor and time involved in the work, for reasons best known to her, which was far beyond her ability to pay for it. She and the lady from Pragna insist that L&T Metro Rail and Pragna have nothing to do with this work and this was expected to be done on a personal capacity for a payment that is less than 1/10th of the cost involved to do it.
The Report on Stage 3 was converted into a Presentation and sent to the staffer. Since either of the organizations involved in the creation of these Reports say they have nothing to do with it, the staffer has no ability to pay a realistic price for the conversion of Reports into Presentations and given the prevalent poverty (not necessarily in the material sense) of these organizations and staff working with them, I decide to leave this presentation with them as a donation.
To discourage full or partial use of the contents without acknowledgement of source by these organizations and their staff, as well as to get a bit of personal mileage as return for this unpaid free effort (can we call it voluntary?) and provide some insights on what is perceived to be happening by people of Hyderabad on the Metro Rail Project, the Presentation on Stage 3 (Begumpet to Shilparamam) is available online for those who may be interested in it.
One of the problems in big cities are transportation.They solve this problem by providing mass transportation such bus or train. People use this facility to travel between surrounding cities or within the city. Jakarta recently has a new public transportation called TransJakarta which serving people travelingfrom nearby cities and in the city.In order to move or doing business between places people in Jakarta use TransJakarta This research aims to analyse ticket price, service quality and customer value toward customer satisfaction. We conducted a research by using questionnaires given to thepassangers and developed a model using a multiple regression to process the result from questionnaires. Samples were taken from The number of sample for this reseach was 130 customers taken from one bus stop which passengers traveled from BSD City to Grogol and Slipi. The results from partial testing showed that customer value andservice quality have effect on customer satisfaction while ticket price does not have effect on customer satisfaction.
Service Quality and Passengers Satisfaction of Southern Railways by SERVQUAL ...Selladurai Muthusamy
The economic growth of a country is mostly depends on the infrastructure and construction available in their area. Substructure link the peoples to services, markets and jobs and helps people to live healthy and productive lives. Transport facility is an important aspect of infrastructure facilitating mobility of goods and people from one place to another place. The passengers expect huge services from Indian Railways, but the railways providing few of the service in good quality and many of its services are not good. When the Indian Railways is not fulfil the passenger’s expectation, they are ready to switch over to another mode of transportation service. So, Indian railways to go down passenger business earning, in recent year the railway freight services only to contribute major role in Railway earnings. The railways passenger earnings were not good in past few years. Indian railways has to improve their services to world class. The main aim of the study is to identify the socio economic background of railway passengers and to analyse the gap between passenger’s expectation and perception of service quality.
Awareness on Road Signs and Markings of Drivers and Passengers along Maharlik...IJAEMSJORNAL
Road signs and markings are an integral part of the transportation systems which are logically designed and employed to provide essential road information for commuters’ safety and protection. The study is an evaluation of drivers and passengers’ awareness regarding road signs and markings along Maharlika Highway in the Province of Nueva Ecija particularly between the cities of San Jose and Cabanatuan. While drivers understanding and perception of road signs and markings were very substantial in the study, the perceptions of common passengers wereadded, because they are generally the victims of road accidents. A total of 100 drivers and passengers from the locality were surveyed based on a 4-point Likert scale ranging from strongly disagree (1) to strongly agree (4). The findings showed thatdrivers were aware and knowledgeable about road signs and markings but did not strictly abide by it. Passengers, on the other hand, were not very much aware of road safety features like road signs and markings and relied heavily on the capability of drivers since they believe that drivers were following rules and regulations onroad signs and markings.
As is the trend worldwide, India is undergoing rapid urbanization. This means not only that more people than ever before
will be living and working in cities, but also that more people and more goods will be making more and longer trips
in urban areas. The costs of increasing dependence on cars is resulting in expensive road building and maintenance,
clogged and congested roads, high levels of energy consumption along with its economic and environmental costs, worsening
air and noise pollution, traffic accidents and social inequities that arise when the poor find transportation services
increasingly unaffordable.
45 Journal of Emerging Technologies and Innovative Research (JETIR) www.jetir.org 333
EFFECTIVENESS OF TRAINING PROGRAMME ON KNOWLEDGE AND ATTITUDE REGARDING FIRST AID MANAGEMENT ON ROAD TRAFFIC ACCIDENT AMONG AUTO RICKSHAW DRIVERS, BANGALORE.
Performance of Foreign Direct Investment in IndiaRHIMRJ Journal
An attempt is made in this paper to know Foreign Direct Investments (FDI) performance in India in terms of Merger
and Acquisition (M&A), Technology transfer and Research & Development (R&D). Beginning of the sections is done with
FDI policy in India. Initially, India has many restrictive policies but it is favorable after liberalization period to attract FDI in
India. Another section of the Paper discussed performance of M&A in terms of number, volume, country and industry wise,
Technology Transfer with suggested government policy and FDI inflow in R&D from the year 2000-2011(post liberalization
period). At the end of the paper,it has been concluded that growth of FDI Inflows is quite positive in above mentioned area.
A Comparative Study of Working Capital Management of Selected Paper Companies...RHIMRJ Journal
This research paper describes paper companies is core sector for any of the country. Working Capital Management
has its impact on liquidity as well profitability. The impact on effectiveness and profitability of working capital is tried to find
out by measuring the fluctuation in fixed assets, current assets and sales. The industry plays a vital role in development of
economics of enterprises as well as country. So at this financial appraisal of paper companies will be very useful to many of
its stakeholders. This research paper mainly based on the secondary data. Its main objectives are to evaluate the liquidity
position of the paper companies. For use ratio analysis for accounting tools and statistical tools for getting results like as
average, S.D. C.V. Maximum and Minimum and used One way ANOVA test. Mainly included two ratios in this research
paper like as current ratio and quick ratio.
A Study of the Effectiveness of Self-Instructional Material (SIM) for Higher ...RHIMRJ Journal
The present study was aimed to find the effectiveness of Self-instructional Materials (SIM). Comparison of the
increased learning through SIM and through Direct Teaching was done in this study to know about the effectiveness of SIM at
Higher Education. The results did not show significant difference between two groups’ learning outcomes. However, various
factors are involved in learning activity. Factors like students’ attention, effectiveness of direct teaching etc. do affect the level
of learning. So, depending upon the above factors and quality of Self-instructional Material, the level of learning may differ.
Small Scale Industries Scenario in GujaratRHIMRJ Journal
Small scale industries today constitutes a very important segment of the Indian economy the development of this
sector came about primarily due to the vision of our late Prime Minister Jawaharlal Nehru who sought to develop core
industry and have a supporting sector in the form of small scale enterprises. Small scale sector has emerged as a dynamic and
vibrant sector of the economy. The sector contribution to employment is next only to agriculture in India. It is therefore an
excellent sector of economy for investment. Already we have seen that how small scale industries are playing significant role in
the economy. As we discussed above the importance and institutional framework of India and Gujarat, government of India
and government of Gujarat is trying to be more supportive to this sector. In spite of these lots of attempts of government of
Gujarat and government of India this sector is not raising as accepted to other countries and economy. Now we knew that how
small scale industries is playing important role in economy. We have accepted its importance. Inspire of its importance, the
small scale sector is beset with the problems of finding facilities given by financial institutions, nationalized banks, private
banks, co-operative banks and public sector banks.
Internet Accessibility among the Graduate Students of the Colleges of Guwahat...RHIMRJ Journal
Internet has been the most useful technology of the modern times which helps us not only in our daily lives, but also our
personal and professional lives developments. The internet helps us achieve this in several different ways. For the students and
educational purposes the internet is widely used to gather information so as to do the research or add to the knowledge of any sort
of subject they have. Even the business personals and the professions like doctors, access the internet to filter the necessary
information for their use. The internet is therefore the largest encyclopedia for everyone, in all age categories. The internet has
served to be more useful in maintaining contacts with friends and relatives who live abroad permanently. The easiest
communication means like the internet chatting systems and the emails are the best and the most common for the maintaining
contacts with the people around the world. Not to forget internet is useful in providing with most of the fun these days. May it be
all the games, and networking conferences or the online movies, songs, dramas and quizzes, internet has provided the users with a
great opportunity to eradicate the boredom from their lives.
Psychological Contract and Organization: A Review ArticleRHIMRJ Journal
The Psychological Contract emerged as a concept in the psychological literature almost fifty years ago, as a footnote
in Understanding Organizational Behavior. The Psychological Contract refers to implicit ideas about the employeeorganization
relationship. The perceived violation of Psychological Contract of employees reflects unfulfilled promises from
employer side. This perception of violation might lead to adverse effect on the organization. Psychological Contract in Indian
perspective is relatively neglected research area. The literature reflects potential opportunity for future research on
Psychological Contract in Indian perspective.
E-Banking System: Opportunities and Challenges – A StudyRHIMRJ Journal
E-Banking Service in India is still in the emerging stages of growth and development. Competition and changes in
technology have changed the face of Banking. The changes that have taken place impose on banks tough standards of
competition and compliance. E-banking is the use of computer system to retrieve and process banking data and information to
initiate transactions directly with a bank via a telecommunication network. In other words-banking is the wave of future. E
Banking is likely to bring golden opportunities as well as poses new challenges for authorities in regulating and supervising
the financial system and in designing and implementing the macroeconomic policy. This research paper aims to represent EBanking
System in India.
The fundamental difference between Man and animal is Rationality with which Intelligence Quotient (IQ) deals
.The fundamental difference between Man and Machine (Robot) is Emotionality with which Emotional Intelligence (EQ)
deals. Thus IQ and EQ are human specific qualities. Both are reflected in man’s social behavior and interactions with which
Social Intelligence (SQ) deals. Present paper aims at examining whether these three typically human faculties are
independent or are inter-correlated. Three questionnaires measuring IQ, EQ and SQ respectively were given to 60 college
students, including males and females. Pearson and Partial Correlations were calculated through SPSS 15.0. The results
showed no significant correlation of IQ with EQ and SQ, but the correlation between EQ and SQ was found to be statistically
significant. This implies that IQ is independent faculty but EQ and SQ are correlated.
Family Shopping- How are Choices Impacted by the Decision Making Processes of...RHIMRJ Journal
Now a days shopping is just not shopping buy an experience or family entertainment. Due to huge range of products and
plenty of malls around us customer has to choose a bit. Especially family with children and young shoppers has to ask them about
their decision regarding some of the products, which influence the young shoppers in the family. The choice of young shoppers in
the family shopping is one of the most important matters now days.
Library and Information Centers Professionals Engagement: An Antecedent of Jo...RHIMRJ Journal
Library and Information Centers are increasingly recognizing the value of employee engagement – encompassing
volunteerism and employee giving – in bringing benefits to society and meeting the objectives of the organizations. Libraries
put more emphasis on the employee engagement aspect of community involvement; they can realize even stronger results. A
successful employee engagement strategy helps create a community at the workplace and not just a workforce. When
employees are effectively and positively engaged with their organization, they form an emotional connection with the company.
This affects their attitude towards their colleagues and the company‘s clients and improves customer satisfaction and
organizational welfare. The paper focuses on how LIS employee engagement is an antecedent of job involvement and what
should a company do to make the employees engaged. This paper also highlights on the various methods that can be practiced
in organizations for engaging the employees in productive work and creating an atmosphere of cooperation and trust between
them. The paper attempts to do an analysis of employee engagement strategies adopted by the organization on the basis of the
widely accepted Ten Cs Model of Employee Engagement.
Growth Story of Online Retailing & E-Commerce in IndiaRHIMRJ Journal
On 14 September 2014 business standard has highlighted that “Cash may no longer be king”. Growth in
transactions has happened on the back of a huge network expansion from 98074 ATM in May 2012 to 164491 now. In the
same period the number of POS terminals, too, jumped from 671834 to over a million now. The Indian Online Retail is a rich
segment waiting to be exploited. Internet is a potent medium that can serve as a unique platform for the growth of retail brands
in India. The medium holds many virtues favorable for the retail industry including a higher customer penetration, increased
visibility, and convenient operations. The current web-based models for e-tailing are part of an embryonic phase preceding an
era of rapid transformation, challenge, and opportunity in Indian retail market. The Indian retail market is witnessing a
revolution. The growth of internet has enabled the new retail format of the virtual retailer to emerge and forced the existing
retailers to consider e-tailing model of retailing as well.
Parents Attitude towards Girl Child Education: A Sociological Study of HaryanaRHIMRJ Journal
Girls and boys have the same rights to get a quality education. But the ‘gender gap’ becomes painfully evident when
looking at who is in the classroom. Girls lag behind than boys at all levels of formal education in Haryana. Enrolment,
retention, transition and achievement rates for girls are always lower than that of boys. This means that even many of the girls
who are enrolled in school do not complete Secondary School education. There is the strong belief that negative parental
attitude must be blamed for the low level education of girls. The purpose of the present study was, therefore, to assessing
current parental attitude towards the education of girls children. The study analyzed the data from 50 parents, who had one or
more than one school going children. Out of these, 20 parents belonged to upper caste families, 15 parents belonged to middle
caste families and 15 parents belonged to lower caste families. The age range of the sample was 18-50 years, and they all
belonged to Bohar village of Rohtak District. 20-item questionnaire schedule was used for collecting data. The findings
showed that the overall attitude of the respondents was moderately favorable and positive towards schooling and education of
their children. The study reflects that generally parents would want to educate both boys and girls, however when there are
other demands on the family's resources that the education of the girl child is considered a secondary issue.
Infant and Young Child Feeding Practices among the Lactating Mothers: A Cross...RHIMRJ Journal
Introduction: Early and exclusive breastfeeding is now recognized as one of the most effective interventions for child
survival particularly to address morbidity and mortality related to three major conditions i.e. neonatal infections, diarrhea
and pneumonia.
2. Aim: To study the infant and young child feeding practices among the lactating mothers of village Khuda Lahora of
Chandigarh.
3. Objectives:
a. To assess the prevailing breast feeding practices adopted by the lactating mothers of village Khuda Lahora.
b. To identify the barriers which lead to inappropriate breast feeding practices.
c. To examine the complementary feeding given to the infants and young children of the village.
4. Methodology: The study was conducted in the one of the randomly selected village Khuda Lahora of the “city beautiful”-
Chandigarh. The total population of the village is 3,476. There are 2,011 males and 1,456 females. There were 191
mothers who were registered in the sub centre of the village but only 167 participated in the study.
5. Results: The rate of exclusive breast feeding among the lactating mothers is found to be 22.7% and 46% of the mothers
have some prior knowledge of breastfeeding. It was found that 71% of the respondents started complementary feeding at
the age of 4-5 months. It is seen that 29% of the respondents gave diluted milk.
Provisions for Corporate Social Responsibility in Companies Act, 2013RHIMRJ Journal
CSR as a concept has attracted worldwide attention and acquired a new resonance in the global economy Heightened
interest in CSR in recent years has stemmed from the advent of globalisation and international trade, which has reflected in
increased business complexity and new demands for enhanced transparency and corporate citizenship. Moreover, while
Governments have traditionally assumed the sole responsibility for the improvement of the living conditions of the population,
society’s needs have exceeded the capabilities of Governments to fulfill them. In this context, the spotlight is increasingly
turning to focus on the role of business in society and progressive companies are seeking to differentiate themselves through
engagement in what is referred to as CSR. The Companies Act, 2013 has taken one step ahead and introduced mandatory
provisions in the field of CSR. Though many believe that concerns on the new company law are manifold and it is a bold yet
not beautiful step. For instance, India Inc is concerned that the cost of board performance evaluation may outweigh the
benefits for many small companies in this regard. Also, it has concerns about the prospect of an over regulated regime and the
attendant scourge of corruption. Given the advantages and concerns on the new regulations introduced by the new Companies
Act, we all need to wait and watch once the companies start implementing the new provisions and therefore, the practical
aspects and implications will be evaluated thereafter.
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“An Analysis of Perceptions of Commuters of GSRTC”
1. ISSN: 2349-7637 (Online)
Volume-1, Issue-3, October 2014
RESEARCH HUB – International Multidisciplinary Research
Journal
Research Paper
Available online at: www.rhimrj.com
“An Analysis of Perceptions of Commuters of
GSRTC”
Abstract: As the core of the study is Performance Evaluation of GSRTC with a perceptional focus on turnaround, an analysis
is presented about the perceptions of commuters on various service quality parameters offered by Gujarat State Road
Transport Corporation (GSRTC). A methodological focus on Retrenchment, Reorganization, Repositioning and
Reconstruction is also ventilating from the view point of operational in detail. The paper is presented Perceptional Analysis of
Commuters of GSRTC.
Keywords: GSRTC, Commuters, Friedman's Mean Ranks Test Statistics
I. INTRODUCTION
Service quality is of paramount concern to service marketers because the perceived service quality often reflects customers'
levels of satisfaction and intention to re-patronize the services. If service quality perceptions are standardized, firms may choose
to control costs by standardizing operations and marketing strategies. The present study reflects perceptions of customers on
service quality parameters of Road Transport Undertakings (RTUs') principally Gujarat State Transport Corporation (GSRTC).
An attempt has been made in the present study to evaluate the perceptions of 2520 commuters as well as the perceptions of 1302
operational force on the service quality parameters offered by the Gujarat State Road Transport Corporation. Significant insights
indicate that most of the respondents are regular users of Gujarat State Road Transport Corporation (GSRTC). Service reliability,
ease of using the service and safety assurance is the most important key factors in determining the service quality of the
passenger road transport.
II. METHODOLOGY
The primary data have been collected for 2520 respondents and classifying in selected demographic variables.
Table – 1 A Perceptional Analysis of Commuters
Demographic Variables No. of Respondents Percentage
Male 2006 79.60
Gender Female 514 20.40
Total 2520 100.00
In between 18-20 271 10.80
In between 21-35 747 29.60
Age (in years) In between 36-50 797 31.60
In between 51-65 705 28.00
Total 2520 100.0
Employees 561 22.30
Business people 666 26.40
Agriculturists 432 17.10
Page 1 of 8
Dr. N. B. Patel1st
Principal,
C. U. Shah Commerce College
Ahmedabad, Gujarat (India)
Prof. Dipal Kothiya2nd
Assistant Professor
Ashwinbhai A. Patel, Commerce College,
Gandhinagar, Gujarat (India)
dipalkpatel@yahoo.in
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
2. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
Students 532 21.10
Professionals 125 5.00
Pensioners 188 7.50
Others 16 0.60
Total 2520 100.00
Below Rs.5000 757 30.00
Rs.5001-Rs.10000 701 27.80
Monthly Income level (in Rs.) Rs.10001-15000 477 18.90
Rs.15001-20000 585 23.20
Total 2520 100.00
The collected information have been defined for demographic profile of commuters as educational level, domicile level,
inevitability needed based, sectoral preference based and avail of bus passes.
Table - 2: Demographic Profile of Commuters
Demographic Variables No. of Respondents Percentage
Literate / Primary School 210 8.30
High School 788 31.30
Graduation - Non-Technical 926 36.70
Graduation - Technical 466 18.50
Post- Graduation 130 5.20
Total 2520 100.00
Urban 1301 51.60
Semi Urban 757 30.00
Rural 462 18.30
Total 2520 100.00
Yes 2066 82.00
No 454 18.00
Total 2520 100
Sectoral Preference Public Sector 1302 63
Public Private Participation
(PPP)
Total 2066 100
Do you hold a bus pass? Yes 840 33.33
No 1680 66.67
Total 2520 100
III. DEMOGRAPHIC PROFILE OF COMMUTERS
Table - 3 presents the demographic profile of sample of commuters. As it is evident from the table, out of the total, 79.60
percent are male and 31.60 percent of the sample represents the age group of 36 to 50 years and 29.60 percent belongs to the age
group of 21 to 35 years.
Page 2 of 8
Occupation
Educational Level
Domicile
Do you think that the services of GSRTC are
inevitability needed under public service?
764 17
Source: Survey
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
3. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
If Yes Freq. %
CAT / Family / Couple 872 34.60
Physically Challenged Pass 193 7.70
Monthly Season Pass 435 17.30
Student Exclusive Bus Pass 651 25.80
NGOs' Bus Pass 56 2.20
Freedom Fighters' Bus Pass 0 0
MLA's/MLCs their Spouses and MPs' 7 0.30
Monthly General Bus Ticket (M.G.B.T) 306 12.10
Total 2520 100.0
Deluxe Pass 206 8.20
Family Card 188 7.50
Non-Concession Bus Pass Inter City Bus Pass 599 23.80
Daily Pass 1153 45.80
Gujarat Darshan Pass 374 14.80
Total 2520 100.0
Less than 1 year 89 3.53
1 to 2 years 136 5.40
2 to 3 years 713 28.29
3 to 4 years 779 30.92
More than 4 years 803 31.86
Total 2520 100.0
Besides, majority of respondents are well educated and urban domicile. More than 60 percent of respondents had either
graduation or post graduation while the other 31.30 percent possess high school education. 21.10 percent of the sample represents
students and 26.40 percent of respondents are business people. Less than 1 percent of the sample commuters are housewives.
More than 57 percent of commuters had monthly income of less than Rs. 10,000. Out of total, 82 percent of the commuters
opined that the services of GSRTC are inevitable under the aegis of public service and the rest of 18 percent felt that there is no
dire need for provision of services by GSRTC under the spectrum of public sector. Out of the 82 percent of the sample (2066), 63
percent of the respondents are in favor of public utility services and the remaining 37 percent (764) look forward the services
under the Public and Private Participation (PPP).
One-third of the sample commuters had Concessional Annual Travel (CAT) Card who is primarily employees. Next to the
employees, students are the holders of monthly bus-pass (25.8 percent). Besides the concessional bus pass facility, 45.8 percent
of the commuters had non-concessional bus pass i.e., daily bus passes and the others. Deluxe Pass, Family Card, Intercity Bus
Pass, Daily Pass prominent among others. As far as tenure of usage of service is concerned, majority holds bus pass (31.86
percent) for more than 4 years and only 3.53 percent make use of the services of GSRTC for the last one year.
In summary, the sample represents predominantly male, well educated, young and middle aged. The commuters do not belong
to high income group but only one-third depend on concessional bus fares. The majority of the commuters had bus pass and they
are the users for more than 4 years, predominantly, either students or business people. Most of them had urban domicile and they
had non-technical graduation qualification. They prefer the services of GSRTC under the ambit of public utility service.
Table - 4: Reasons for Preferring To Travel by GSRTC - Level of Agreement
Level of Agreement
Neither
Agree Nor
Disagree
Strongly Mean Ranks
Disagree Disagree
853
(33.8)
(25.1)
710
(28.2)
(20.9)
Page 3 of 8
Concession Bus Pass
How long have you been relied on GSRTC
buses?
(Tenure of usage of services)
S. No Reasons for
Preferring to Travel
Total
Friedman's
Agree Strongly
Agree
1 Low fares
133
(5.3)
(15.1)
530
(21.00)
(23.1)
871
(34.6)
(16.5)
133
(5.3)
(17.8)
2520
(100.0)
(20.0)
2.82
2 No other go
25
(1.0)
(2.8)
620
(24.6)
(27.0)
1118
(44.4)
(21.2)
47
(1.9)
(6.3)
2520
(100.0)
(20.0)
2.91
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
4. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
330
(13.1)
(9.7)
615
(24.4)
(18.1)
887
(35.2)
(26.1)
3395
(26.9)
(100.0)
Friedman's Chi Square = 142.757; Degrees of freedom = 4; Asymptotic significance = 0.0001
1. Figures in side brackets indicate percentage to Row Total.
2. Figures in lower brackets indicate percentage to Column Total.
IV. REASONS FOR PREFERRING TO TRAVEL BY GSRTC - LEVEL OF AGREEMENT
In a developing economy like India, road passenger transport deserves a high priority as it forms the backbone of the
passenger mobility system and is the principal carrier across the country. The commuters across the four regions opined that the
major reasons for traveling in GSRTC buses are: (i) promptness and punctuality of the service, (ii) comfort, (iii) safety and (iv)
cheapest mode of transport for their mobility.
Table - 4 presents the reasons for preferring to travel in GSRTC bus and the levels of agreement. Out of total, 18.2 percent
respondents highly satisfied with the prompt and timely service provided by the GSRTC. According to 5.3 percent of the
respondents the provision of services at lower fares is one of the choices with compare to private operators. Safety, reliability and
patronage are the salient services as per the opinion of 4.4 percent of the passengers. However, there is no other go except to
accept the services of GSRTC as per the perception of 1.9 percent of respondents.
The mean values of Friedman's Mean Rank Test also state the perception levels of respondents. Table 4 reveals that majority
of the passengers prefer to travel in GSRTC bus because of the factor 'Patronage'. They are enticed by the behavior of the crew
members (3.25) followed by the second dimension 'Prompt, timely service and comfort'. "Safety and reliability of the service",
"Safest and cheapest mode of transport" are the third and fourth facets for travel in GSRTC bus. One of the interesting features is
that "No Other Go" is not a primary reason for traveling in GSRTC buses. In other words, these commuters prefer to travel in
GSRTC bus by choice.
Thus, the analysis reveals that prompt, timely service, comfort and low fares are the major reasons to travel in GSRTC bus
and also passengers expect patronage from the crew members. It is also understood that, the fore cited parameters will help to
increase the Occupancy Ratio (OR) of GSRTC and have a direct impact on the process of turnaround.
Table- 5: Parameters of Safety, Reliability and Economy - Level of Satisfaction
Level of Agreement
Moderately
Satisfied
661
(26.2)
(15.0)
314
(12.5)
(7.1)
599
(23.8)
(13.6)
Page 4 of 8
3 Prompt, timely
service and comfort
530
(21.0)
(60.1)
328
(13.0)
(14.3)
874
(34.7)
(16.5)
458
(18.2)
(61.2)
2520
(100.0)
(20.0)
3.04
4 Safety, reliability
75
(3.0)
(8.5)
578
(22.9)
(25.2)
1161
(46.1)
(22.0)
91
(3.6)
(12.2)
2520
(100.0)
(20.0)
2.98
5 Patronage
119
(4.7)
(13.5)
238
(9.4)
(10.4)
1257
(49.9)
(23.8)
19
(0.8)
(2.5)
2520
(100.0)
(20.0)
3.25
To
tal
882
(7.0)
(100.0)
2294
(18.2)
(100.0)
5281
(41.9)
(100.0)
748
(5.9)
(100.0)
12600
(100.0)
(100.0)
Source: Compiled and Computed from Primary Data.
Note:
No.
Parameters
of
Safety,
Reliability
and
Economy
Total
Friedman's
Mean
Ranks
Not at all
Satisfied
Dissatisfied
Highly
Satisfied
Very
Highly
Satisfied
1 Balance of
speed
243
(9.6)
(111)
530
(21.0)
(14.8)
871
(34.6)
(10.5)
215
(8.5)
(12.8)
2520
(100.0)
(12.5)
4.37
2 Facilities in
bus shelter
539
(21.4)
(24.7)
241
(9.6)
(6.7)
1305
(51.8)
(15.7)
121
(4.8)
(7.2)
2520
(100.0)
(12.5)
4.47
3 Low Fare 270
(10.7)
(12.4)
228
(9.0)
(6.4)
1170 (46.4)
(14.0)
253
(10.0)
(15.1)
2520
(100.0)
(12.5)
4.84
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
5. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
938
(37.2)
(21.4)
352
(14.0)
(8.0)
531
(21.1)
(12.1)
461
(18.3)
(10.5)
537
(21.3)
(12.2)
4393
(21.8)
(100.0)
Friedman's Chi Square = 388.319; Degrees of freedom = 7; Asymptotic significance = 0.0001
Figures in side brackets indicate percentage to Row Total.
Figures in lower brackets indicate percentage to Column Total.
The safety of passengers with regard to using public transport affects public mobility. The quality of service and the levels of
customer satisfaction go hand in hand. The customer perceptions with regard to the quality of services rendered by GSRTC are
largely determined by reliability of services, responsiveness of management, operational staff and employees, trust and empathy
and the infrastructural facilities of the Road Transport Undertaking. Regardless of the tiring efforts of the operational and
managerial staff to meet the expectations of passengers, still GSRTC is on the edge of expiry. Therefore, the study considers the
satisfaction levels of passengers in respect to safety, reliability and economy perspective. Table 5 presents the parameters viz.,
balance of speed, facilities in bus shelters, low fare, inside hygienist of the bus, passenger friendly behavior, reliability of service,
safety of journey and time of schedule and the derived results thereof.
As evident from the table, 12.70 percent of the respondents highly satisfied with the inside hygienist of the bus and an
approximate number (10.10 percent) of respondents felt happy in relate to the reliability of service and fares charged by the
Corporation. It is also observed from the table, 51.8 percent of commuters satisfied with the facilities provided in the bus shelter
and terminus followed by passenger friendly behavior (48.9 percent).
It is also evident from the table, 46.10 percent of commuters highly contended with the fare policy combined with the safe
journey parameter. Time schedule is the other factor according to the 44.40 percent of commuters who prefer to take services
from the Corporation.
The attributes are ranked between 1 and 8 as per Friedman's Mean Rank Test and values are ranged between 3.81 and 4.84.
The first preferred choice of commuters is economic service (4.84). Inside ambience is another influencing factor (4.81) which
persuades the commuters to avail the service. The third (4.66) and fourth (4.61) interlinked aspects are safety of journey with
timing schedule. The behavior of crew members (4.66) and the facilities at bus terminus / shelter (4.47) are ranked the fifth and
sixth positions respectively. Balance of speed (4.37) and reliability of service (3.81) are the seventh and eighth persuading factors
to allure the passenger who is a central concern of the Corporation's business.
The Chi-square value of 388.319 with degrees of freedom 7 is high, and it can be conclude that the respondents do not have
equal levels of satisfaction for all the parameters relating to the safety, reliability and economy.
Thus, it is evident from the analysis that the commuters prefer to travel in GSRTC bus because it provides safe, secure and
comfortable journey. Apart from being honored with the "Road Safety Award" by the UK-based Chartered Institute of Transport,
the Corporation offers stable mobility solutions viz., SAFAR (Safety Always For All Roads) sensibly transports people with
greater care and safety. Hence, this safety parameter proves strongly the adage of 'Safety First Speed Next'.
Page 5 of 8
4 Inside
hygienist of
the bus
145
(5.8)
(6.6)
240
(9.5)
(6.7)
877
(34.8)
(10.5)
320
(12.7)
(19.1)
2520
(100.0)
(12.5)
4.82
5 Passenger
friendly
behavior
403
(16.0)
(18.4)
379
(15.0)
(10.6)
1232
(48.9)
(14.8)
154
(6.1)
(9.2)
2520
(100.0)
(12.5)
4.43
6 Reliability
of service
390
(15.5)
(17.8)
750
(29.8)
(21.0)
594
(23.6)
(7.1)
255
(10.1)
(15.2)
2520
(100.0)
(12.5)
3.81
7 Safety of
Journey
147
(5.8)
(6.7)
579
(23.0)
(16.2)
1161 (46.1)
(13.9)
172
(6.8)
(10.2)
2520
(100.0)
(12.5)
4.66
8 Time of
Schedule
49
(1.9)
(2.2)
627
(24.9)
(17.5)
1118
(44.4)
(13.4)
189
(7.5)
(11.3)
2520
(100.0)
(12.5)
4.61
Total 2186
(10.8)
(100.0)
3574
(17.7).
(100.0)
8328
(41.3)
(100.0)
1679
(8.3)
(100.0)
20160
(100.0)
(100.0)
Source: Compiled and Computed from Primary Data.
Note:
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
6. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
Table - 6: Parameters of Time and Comfort - Level of Agreement
Level of Agreement
Neither
Agree
Nor
Disagree
Agree
645
(25.6)
(37.5)
823
(32.7)
(31.2)
640
(25.4)
(37.3)
769
(30.5)
(29.1)
433
(17.2)
(25.2)
1049
(41.6)
(39.7)
1718
(22.7)
(100.0)
2641
(34.9)
(100.0)
Friedman's Chi Square = 49.869; Degrees of freedom = 2; Asymptotic Significance = 0.000
V. PARAMETERS OF TIME AND COMFORT
The parameters of time and comfort are empirically examined with the attributes of balance of punctuality, duration of travel
and comfort in the bus and the results are presented in Table-6 Comfortable seating and easy access (40.4 percent) is the major
reason which entices commuters to travel in GSRTC buses. Punctuality (37.9 percent) is another dominant factor which forces
the commuter to get into the bus. Travel duration (21.7 percent) is the other influencing force which satisfies the parameter of
time level agreement.
Table - 6 also reveals that the values of Friedman's Mean Rank Test are ranged between 1.90 and 2.07. Comfort (2.07) in the
bus is the first preferred choice of commuters followed by balance of punctuality (2.03). Travel duration (1.90) is the third
influencing factor which attracts commuters to get in.
Delivering quality of service with a view to retain is the main objective of any service organization. The motto of GSRTC is
'The Passenger is the Master and the Passengers comfort above all else'. To accomplish this objective the organization should
continuously reorient its policies and improved its value offerings. In this direction, GSRTC continuously device new schemes
and policies allure commuters and paves the way for their retention.
The values of Friedman's Mean Rank Test are ranged between 1.90 and 2.07. The first preferred choice of commuters to travel
with GSRTC is comfort in the bus (2.07) followed by punctuality (2.03) and travel duration (1.90) which are ranked second and
third respectively.
Table - 7: Commuters Expectations - Level of Intensity
Level of Intensity Total Friedman's
Very Low Low Moderate High Very High
793
(31.5)
(6.5)
752
(29.8)
(6.2)
680
(27.0)
(5.6)
757
(30.0)
(6.2)
Page 6 of 8
S.
No.
Time and
Comfort
Parameters
Total
Friedman's
Mean
Ranks
Strongly
Disagree
Disagree
Strongly
Agree
1
Balance of
punctuality
282
(11.2)
(39.9)
258
(10.2)
(22.6)
512
(20.3)
(37.9)
2520
(100.0)
(33.3)
2.03
2
Comfort in
bus
240
(9.5)
(33.9)
325
(12.9)
(28.4)
546
(21.7)
(40.4)
2520
(100.0)
(33.3)
2.07
3
Travel
duration
185
(7.3)
(26.2)
560
(22.2)
(49.0)
293
(11.6)
(21.7)
2520
(100.0)
(33.3)
1.9
Total
707
(9.4)
(100.0)
1143
(15.1)
(100.0)
1351
(17.9)
(100.0)
7560
(100.0)
(100.0)
No Commuters
Expectations
Mean
Rank
1 Comfort in
the bus
38
(1.5)
(1.2)
415
(16.5)
(6.1)
976
(38.7)
(6.3)
298
(11.8)
(5.8)
2520
(100.0)
(5.9)
9.38
2 Convenient
timings
38
(1.5)
(1.2)
415
(16.5)
(6.1)
1018
(40.4)
(6.6)
297
(11.8)
(5.7)
2520
(100.0)
(5.9)
9.46
3
Courtesy
125
(5.0)
(3.9)
625
(24.8)
(9.2)
771
(30.6)
(5.0)
319
(12.7)
(6.2)
2520
(100.0)
(5.9)
8.78
4 Crew
Behavior
200
(7.9)
(6.2)
449
(17.8)
(6.6)
812
(32.2)
(5.3)
302
(12.0)
(5.8)
2520
(100.0)
(5.9)
8.76
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
7. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
419
(16.6)
(3.4)
793
(31.5)
(6.5)
731
(29.0)
(6.0)
752
(29.8)
(6.2)
1108
(44.0)
(9.1)
622
(24.7)
(5.1)
303
(12.0)
(2.5)
723
(28.7)
(5.9)
547
(21.7)
(4.5)
1108
(44.0)
(9.1)
692
(27.5)
(5.7)
717
(28.5)
(5.9)
720
(28.6)
(5.9)
12217
(28.5)
(100.0)
Service quality is a function of perceptions, expectations and performance. It is a process of judging the quality of service
with the output quality. Service Quality distinct technical quality (what is delivered) and functional quality (how it is delivered).
The present study considers the perceptions as well as expectations of commuters relating to the service quality offered by
GSRTC. Technical quality and functional quality parameters are considered to evaluate the expectations and perceptions of
commuters and the difference in between these two is presented in Table -7 Comfort in the bus, convenient timings, ease of
travel, economy and reliability, facilities at bus center, fare and reliability, frequency of service, seat availability, support
services, travel and time are considered as technical quality inventory while courtesy, crew behavior, discipline, helping nature,
honesty, punctuality and speedy services constitute functional quality inventory.
It can be seen from the table the reliability co-efficient of 0.7458 reveals that there is an internal consistency in the data
collected and hence the further analysis can be carried out. It is evident from the table, among the technical quality parameters,
travel and time management (13.8 percent) and supporting services of the Corporation (12.7 percent) are ranked the first and
second respectively. However, 11.8 percent of the commuters have high expectations in relate to comfort in the bus, convenient
timings, ease of travel, facilities in the bus center and shelters, fair and reliability of services during the service encounter.
Among the functional quality variables, 14.10 percent of respondents expect operational staff assistance and 12.70 percent
commuters look forward service delivery with courtesy.Friedman's Test ranks the technical and functional quality variables
which have significant influence on the service perceptions of the commuters and on the services offered by the operational staff.
Page 7 of 8
5
Discipline
163
(6.5)
(5.0)
570
(22.6)
(8.4)
1076
(42.7)
(7.0)
292
(11.6)
(5.6)
2520
(100.0)
(5.9)
9.18
6
Ease of travel
38
(1.5)
(1.2)
415
(16.5)
(6.1)
976
(38.7)
(6.3)
298
(11.8)
(5.8)
2520
(100.0)
(5.9)
9.38
7 Economy &
Reliability
269
(10.7)
(8.3)
281
(11.2)
(4.1)
930
(36.9)
(6.0)
309
(12.3)
(6.0)
2520
(100.0)
(5.9)
9.22
8 Facilities at
bus centre
38
(1.5)
(1.2)
415
(16.5)
(6.1)
1018
(40.4)
(6.6)
297
(11.8)
(5.7)
2520
(100.0)
(5.9)
9.46
9 Fare
Reliability
314
(12.5)
(9.7)
116
(4.6)
(1.7)
689
(27.3)
(4.5)
293
(11.6)
(5.7)
2520
(100.0)
(5.9)
8.52
10
Frequency
40
(1.6)
(1.2)
532
(21.1)
(7.8)
1018
(40.4)
(6.6)
308
(12.2)
(6.0)
2520
(100.0)
(5.9)
9.33
11 Helping
nature
799
(31.7)
(24.6)
280
(11.1)
(4.1)
782
(31.0)
(5.1)
356
(14.1)
(6.9)
2520
(100.0)
(5.9)
12 Honesty 172
(6.8)
(5.3)
196
(7.8)
(2.9)
1178
(46.7)
(7.7)
251
(10.0)
(4.9)
2520
(100.0)
(5.9)
13 Punctuality 122
(4.8)
(3.8)
493
(19.6)
(7.2)
1079
(42.8)
(7.0)
279
(11.1)
(5.4)
2520
(100.0)
(5.9)
14 Seat
Availability
314
(12.5)
(9.7)
116
(4.6)
(1.7)
689
(27.3)
(4.5)
293
(11.6)
(5.7)
2520
(100.0)
(5.9)
15 Speed 166
(6.6)
(5.1)
627
(24.9)
(9.2)
725
(28.8)
(4.7)
310
(12.3)
(6.0)
2520
(100.0)
(5.9)
16 Support
services
139
(5.5)
(4.3)
605
(24.0)
(8.9)
739
(29.3)
(4.8)
320
(12.7)
(6.2)
2520
(100.0)
(5.9)
17 Travel &
Time
269
(10.7)
(8.3)
275
(10.9)
(4.0)
908
(36.0)
(5.9)
348
(13.8)
(6.7)
2520
(100.0)
(5.9)
Total
3244
(7.6)
(100.0)
6825
(15.9)
(100.0)
15384
(35.9)
(100.0)
5170
(12.1)
(100.0)
42840
(100.0)
(100.0)
2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)
8. RESEARCH HUB – International Multidisciplinary Research Journal
Volume-1, Issue-3, October 2014
The first rated attribute is honesty (9.66) of the operational staff. The convenient timings of the bus service (9.46) along with the
facilities provided at bus terminus / centre (9.46) are the second preferred alternative. Comfort in the bus (9.38) and ease of travel
(9.38) are the third selective attribute. Frequency of travel (9.33) and time management (9.33) are rated the fourth and
maintenance of balance of punctuality (9.26) and economy (9.22) parameters are ranked the fifth and sixth respectively. The
discipline, behavior and courteousness of crew members are ranked the seventh, eighth and ninth respectively. The support
services offered by GSRTC, seat availability, convenience and low fares are dormant features to attract commuters and rated
tenth, eleventh and twelfth.
The above analysis reveals that the technical quality variables such as convenient timings, facilities in the terminus/bus centre,
comfort in the bus, honesty of operational staff and ease of travel are the dominant influential factors on the part of the
commuters during the state of rendering the services. To reach the expectations of commuters, at first the Corporation has to
understand the realities and devise its strategies towards improving the customer satisfaction levels which is ultimate for any
public utility road transport service.
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6. Robbins, D. Keith and John A. Pearce II., Turnaround: Retrenchment and Recovery, Strategic Management Journal, Vol. 13, No. 4, 1992, p.p.287-309.
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2014, RHIMRJ, All Rights Reserved ISSN: 2349-7637 (Online)