a project report on consumer perception towards gsrtc (st gujarat)

A project report on

“To study perception of people of Sachin Area towards various services provided by

GSRTC during January 2014 to March 2014”

For partial fulfillment of the requirement

For the degree of B.B.A programs

Prepared by:

Sani B. Gandhi (115)

[T.Y. B.B.A. MARKETING]

Under the guidance of:

Mr. Ojas Desai

Submitted to

B.R.C.M. College of Business Administration

Veer Narmad South Gujarat University,

Surat.

Year:

2013-2014

ACKNOWLEDGEMENT

I (Sani Gandhi), take this opportunity to thank my guide Mr. Ojas Desai who assigned me this

below mentioned project topic and helped me at every step during the preparation of the work of

study “To study perception of people of Sachin Area towards various services provided by

GSRTC”.I am here by, grateful to him. Writing this report appeared to be a great experience to

me. It added a lot to my knowledge while I was working on this project. If I say that this project

is one of my memorable experience in student life, than it would not be wrong.

The project report could never been accomplished without the guidance and cooperation from

my respected faculties. All the faculties have been a constant source of inspiration and I sincerely

thank them for their suggestions and help to prepare this project.

I am highly obliged to my support team, who helped me during the training period and

cooperated in solving queries. I am very grateful to my college and all those who have directly or

indirectly helped me to bring this effort to completion.

Finally, it is my foremost duty to thank all my respondents, who helped me to complete my

fieldwork, without whom this project was not possible.

DECLARATION

I, Sani Gandhi, declare that this project report entitled “To study the perception of people of

Sachin Area towards various services provided by GSRTC” is the result of my own work carried

out during December to February 2012-2013 and has not been previously submitted to any other

university or institute for any other purpose by me or by any other person.

I will not use this project report in future to use as submission to any other university or institute

without written permission of my guide.

I also promise not to permit any other person to copy from this report in any form.

If I am found or caught as defaulter of above declaration, I know that my present of future

submissions may become invalid and/ or may not be permitted to appear in the final exam.

Sani Gandhi

Marketing

ROLL NO: 115

SIGN:

EXECUTIVE SUMMARY

The title of the project is “A study to know perception of people of Sachin is towards

various services provided by GSRTC”. In this aspect the detailed analysis is done against this

key aspect to understand satisfaction and perception of people that whether people have

appropriate knowledge of and attitude towards various service provided by GSRTC. This thesis

work gives insights on awareness and satisfaction of people towards GSRTC. In Gujarat, people

expect GSRTC to be more efficient and easily available at low cost. GSRTC is running since 1 st

march, 1960 but there are already many private players and railway who had made their feet firm

in the competitive market and hence to identify their attitude towards using GSRTC rather than

Railway and private Bus service providers.

The required primary source of data is collected from people staying in Sachin area

through personal surveys and an empirical study is done for knowing their perception in making

key decisions while consuming and selecting GSRTC.

Here descriptive research design is used and an option based questionnaire is prepared for

personal interview and many open ended, grid type question, graphical question and ranking

questions are used and the information gathered is used to conduct research and conclude their

perception. Here data is collected from 200 respondents living in Sachin area and here for data

analysis various software are used for example SPSS for many questions, for multi choice

options Google Docs is used and for Chi-square and cross tabulation, excel program is used and

total analysis is completed using various distributive frequencies, charts and percentages.

But here many limitations were faced like limited knowledge of research, limited span

related Sachin area only, lack of experience and respondents were sleeted as per convenience

sampling.

TABLE OF CONTENT

CHAPTER

NO.

TOPIC PAGE NO.

DECLARATION

ACKWNOLEDGMENT

EXECUTIVE SUMMARY

1. INTRODUCTION

1.1 Introduction to Transportation Industry 1

1.2 Introduction to GSRTC 2

1.3 Introduction to topic 11

2. LITRETURE REVIEW 13

3. RESEARCH METHODOLOGY

4.1 Research Objectives 16

4.2 Research Design 16

4.3 Sources of Data 16

4.4 Population 17

4.5 Sampling: Frame, Technique, Samples 17

4.5 Data collection: Methods, Types of Data and instruments used 17

4.6: Data analysis: tools and techniques 18

4.7 Limitations of Research 18

4.8 scope of research 18

4. DATA ANALYSIS 20-78

5. FACTS AND FINDINGS 88

6. CONCLUSIONS AND SUGGESTIONS 92

BIBLIOGRAPHY

ANNEXURE

List of Charts:

SR NO TOPIC PAGE NO

Chart 1 Awareness about various services 20

Chart 2 Do you agree that internal space and sitting arrangement of buses

are comfortable?

22

Chart 3 Are you satisfied with sleeping berth and internal space in sleeper

buses?

24

Chart 4 What do you feel about the price charged by GSRTC for their

various services?

25

Chart 5 Do you favour that location of Sachin Bus Station is at right location?

27

Chart 6 Suggestion about location of Bus depot 28

Chart 7 Evaluations of various parameters of Bus Depots 32

Chart 8 Comparison with Railway of GSRTC 36

Chart 9 Ranking of GSRTC, MSRTC and RSRTC on various

parameters

38

Chart 10 Comparison of GSRTC and Private service provider 41

Chart 11 Evolution of Bus conductors on various parameters 45

Chart 12 Evolution of Bus Drivers on various parameters 50

Chart 13 Satisfaction with SMS service for Express buses 52

Chart 14 Evolution of GSRTC website on various criteria 53

Chart 15 Agreement with crowd in the bus 57

Chart 16 Favouring of parcel courier service for GSRTC 58

Chart 17 Evaluation of GSRTC on timings and punctuality 60

Chart 18 Satisfaction with routes coverage 62

Chart 19 Suggestions for various routes 63

Chart 20 Agreement for improvement in quality after PPP 65

Chart 21 Satisfaction with frequency of various buses 67

Chart 22 Recommendation regarding GSRTC to others 70

Chart 23 Consumption pattern of mobile booking application 71

Chart 24 Evolution of mobile application on various parameters 73

Chart 25 Awareness regarding various services offered on discounted

basis

75

Chart 26- Various cross tabulation charts 76-88

32

List of Tables:

SR NO TOPIC PAGE NO

Table 1 Awareness about various services 20

Table 2 Do you agree that internal space and sitting arrangement of

buses are comfortable?

22

Table 3 Are you satisfied with sleeping berth and internal space in

sleeper buses?

23

Table 4 What do you feel about the price charged by GSRTC for

their various services?

25

Table 5 Do you favour that location of Sachin Bus Station is at right location?

26

Table 6 Suggestion about location of Bus depot 28

Table 7 Evaluations of various parameters of Bus Depots 29-31

Table 8 Comparison with Railway of GSRTC 35

Table 9 Ranking of GSRTC, MSRTC and RSRTC on various

parameters

37

Table 10 Comparison of GSRTC and Private service provider 40

Table 11 Evolution of Bus conductors on various parameters 43-44

Table 12 Evolution of Bus Drivers on various parameters 48-49

Table 13 Satisfaction with SMS service for Express buses 52

Table 14 Evolution of GSRTC website on various criteria 53

Table 15 Agreement with crowd in the bus 56

Table 16 Favouring of parcel courier service for GSRTC 58

Table 17 Evaluation of GSRTC on timings and

punctuality

59

Table 18 Satisfaction with routes coverage 61

Table 19 Suggestions for various routes 63

Table 20 Agreement for improvement in quality after PPP 64

Table 21 Satisfaction with frequency of various buses 66

Table 22 Recommendation regarding GSRTC to others 70

Table 23 Consumption pattern of mobile booking application 71

Table 24 Evolution of mobile application on various parameters 72

Table 25 Awareness regarding various services offered on

discounted basis

75

Table 26-32 Various cross tabulation tables 76-87

CHAPTER: 1 INTRODUCTION

1. Introduction to Transportation industry of India

Transport in the Republic of India is an important part of the nation's economy. Since the

economic liberalization of the 1990s, development of infrastructure within the country has

progressed at a rapid pace, and today there is a wide variety of modes of transport by land, water

and air. However, India's relatively low GNP per capita has meant that access to these modes of

transport has not been uniform.

Despite ongoing improvements in the sector, several aspects of the transport sector are

still riddled with problems due to outdated infrastructure and lack of investment in less

economically active parts of the country. The demand for transport infrastructure and services

has been rising by around 10% a year with the current infrastructure being unable to meet these

growing demands. According to recent estimates by Goldman Sachs, India will need to spend

US$1.7 trillion on infrastructure projects over the next decade to boost economic growth, of

which US$500 billion is budgeted to be spent during the Eleventh Five-Year Plan.

The oldest Indian state transport undertaking is North Bengal State Transport Corporation

founded by the Raj Darbar of Koch Bihar Kingdom regime on 1 April 1945 with three buses and

three trucks. It is still vibrant and running, providing service to commuters of North Bengal

region. Buses take up over 90% of public transport in Indian cities, and serve as a cheap and

convenient mode of transport for all classes of society. Services are mostly run by state

government owned transport corporations. However, after the economic liberalization, many

state transport corporations have introduced various facilities like low-floor buses for the

disabled and air-conditioned buses to attract private car owners to help decongest roads.

Bangalore was the first city in India to introduce Volvo B7RLE intra-city buses in India in

January 2006. Bangalore is the first Indian city to have an air-conditioned bus stop, located near

Cubbon Park was built by airtel. APSRTC has been acknowledged as the single corporation

having the largest bus fleet in the world. The city of Chennai houses one of Asia's largest bus

terminus, the Chennai Mofussil Bus Terminus. In 2009, the Government of Karnataka and the

Bangalore Metropolitan Transport Corporation flagged off a pro-poor bus service called the Atal

Sarige, aims to provide low-cost connectivity to the economically backward sections of the

society to the nearest major bus station.

2. Company profile

2.1. Introduction to GSRTC

Parent Government of Gujarat

Founded May 1, 1960

Headquarters Central ST Workshop,Naroda, Ahmedabad

Service area Gujarat

Service type Bus

Stops 1554

Stations 226

Depots 125

Fleet 6514 on road (2009-2010) of 8000 total

Daily ridership 2324000 (2009-10)

Annual ridership 848 Million (2009-10)

Fuel type Diesel, CNG

Chief executive B.H. Ghodasara (Chairman)

Vice-Chairman & Managing

Director

Mukesh Puri

http://en.wikipedia.org/wiki/Gujarat

http://en.wikipedia.org/wiki/Ahmedabad

http://en.wikipedia.org/wiki/Naroda

http://en.wikipedia.org/wiki/Government_of_Gujarat

http://en.wikipedia.org/wiki/File:Gsrtc_logo.jpg

Website www.gsrtc.in, www.gujaratsrtc.com

2.2.Introduction To GSRTC

Gujarat State Road Transport Corporation (GSRTC) is a passenger transport organization

providing bus services both within Gujarat and neighboring states.

GSRTC came into existence on 1st May, 1960 on formation of Gujarat. From a modest

beginning of 7 divisions, 76 depots and 7 divisional workshops and a fleet of 1,767 buses it

has gone to,

16 Divisions

126 Depots

226 bus stations

1,554 pickup stands

8,000 buses

This remarkable growth is an outcome of unflagging effort of more than 50,000 workforce,

dynamic management and sustained support from the state govt. It has built up formidable

technical facilities.

These are:

Three level maintenance and repair facility- 126 depot workshops, 16 divisional

workshops and a central workshop.

7 tire retreading plant.

Bus body building plant (1000 bus bodies/ year).

Ticket printing press.

GSRTC aka Gujarat state road Transport Corporation is a road transport organization

providing intercity services within Gujarat and interstate bus services to Rajasthan,

Maharashtra and Madhya Pradesh. GSRTC has in its fleet about 8500+ buses, and serves 300

bus stations. GSRTC runs Mofussil bus services (Road transportation to major cities, small

villages and villages), intercity bus services (Road transportation between Ahmadabad,

http://www.gujaratsrtc.com/

http://www.gsrtc.in/

Baroda, Rajkot, Surat, Bharuch and other major cities), Interstate bus services to Rajasthan,

Maharashtra, Madhya Pradesh and city bus services. GSRTC provides regular, express and

semi-luxury bus services, and are very affordable.

Gujarat State Road Transport Corporation (GSRTC) is a public transport corporation

providing bus services within Gujarat and to the neighboring states of Rajasthan, Madhya

Pradesh and Maharashtra. It also runs buses to the Union Territories of Daman & Diu.

GSRTC has total of approximately 9000 buses covering 16 divisions within the State of

Gujarat. Bus service also has the "Raise your hand and take a ride" facility for so many

routes.

GSRTC provides a variety of services, these includes

Mofussil Services connect major cities, smaller towns and villages within Gujarat.

Intercity Services connect major cities - Ahmadabad, Vadodara, Rajkot, Surat and

Navsari. These provide a quick and cheap mode of transport.

Interstate Services connect various cities of Gujarat to the neighboring states of Madhya

Pradesh, Maharashtra and Rajasthan

Parcel Services are available for transporting goods.

City services GSRTC provides city bus services From Ahmadabad - Gandhinagar -

Ahmadabad

Over and above these bus route services GSRTC also provides special bus route services for

Festivals, Industrial zones, schools and colleges, pilgrim places. GSRTC buses are available

to the public through contractual agreements special occasions. GSRTC also offers

educational trips to the students. Please contact the appropriate offices for further

information.

Special Services: GSRTC provides the following special services

Services to accommodate some major schedules of railway

Festival services

Services connecting to industrial zones

Services connecting to schools and colleges

Services connecting to pilgrim places

Contract services - Buses are given out on contract basis to the public for the special

occasions

2.3. Fare Structure

1. Ordinary/ local Buses

Rs.2.20 per passenger per stage of 6 Kilometers or part thereof but Re.1.10 per sub-stage of 3

Kilometers or part thereof shall be chargeable up to 40 Stages.

Thereafter, Rs.1.70 per passenger per stage of 6 Km. or part thereof shall be chargeable.

In addition to the fare calculated above, the passenger shall be chargeable additional fare of :

i. Re.2/- 1 stage to 1.5 stages.

ii. Rs.3/- 2 stage to 2.5 stage

iii. Rs.5/- 3 stage to 10 stage

iv. Rs.3/- 11 stage to 15 stage

v. Rs.2/- 16 stage to 25 stage

vi. Rs.1/- 26 stage to 35 stage.

Provided that the minimum fare shall be Rs.5.00 per adult passenger and Rs.3.00 per child

passenger for the first stage of 6 Km. or part thereof.

There shall be no sub-stage beyond 10 stages.

o Provided further that where the place of boarding is not a stage or sub-stage point, the

distance travelled shall be calculated from the immediately preceding stage or sub-stage

point and where the place of getting down is not a stage or sub-stage point, the distance

travelled shall be calculated up to the immediately succeeding stage or sub-stage point.

2. Express Bus Services :

If Express bus service declared as such by the Gujarat State Road Transport Corporation and

approved by the State Transport Authority or Regional Transport Authority concerned is

provided the fare mentioned under column 4 plus the following additional fares:

1) Re.2/- up to first one stage shall be chargeable.

2) Rs.1/- per passenger for a journey from 2 to 5 stages shall be chargeable.

3) Rs.11/- per passenger for a journey beyond from 6 to 10 stages shall be chargeable.

4) Rs.23/- Per passenger for a journey beyond 10 stages shall be chargeable

5) There shall be no sub-stage


passenger for the first stage of 6 Km. or part thereof.

Provided further that where the place of boarding is not a stage point, the distance travelled

shall be calculated from the immediately preceding stage point and where the place of getting

down is not a stage point, the distance travelled shall be calculated up to the immediately

succeeding stage point.

3. Gurjar Nagri Bus Services:

If Gurjar Nagri bus services declared as such by the Gujarat State Road Transport

Corporation and approved by the State Transport Authority or Regional Transport Authority

concerned is provided the fare mentioned under column 5 plus the following additional fares

namely:

i. Rs.3/- per passenger for a journey up to 10 stages shall be chargeable.

ii. Rs.7/- per passenger for a journey from 11 to 30 stages shall be chargeable.

iii. Rs.8/- per passenger for a journey beyond 30 stages shall be chargeable.

iv. There shall be no sub-stage.


passenger for the first stage of 6 Kms. or part thereof.

Provided that where the place of boarding is not a stage point, the distance travelled shall be

calculated from the immediately preceding stage point and where the place of getting down

is not a stage point, the distance travelled shall be calculated up to the immediately

succeeding stage point..

4. Luxury Bus Services :

If Luxury bus services declared as such by the Gujarat State Road Transport Corporation and

approved by the State Transport Authority or Regional Transport Authority concerned is

provided the fare mentioned under Column 5 plus the following additional fares namely:

(A) Rs.8/- per passenger for a journey from 1 to 10 stages shall be chargeable.

(B) Rs.22/- per passenger for a journey beyond 10 stages shall be chargeable.

(C) There shall be no sub-stage.


passenger for the first stage of 6 Kms. or part thereof.

5. For Gandhinagar City Services and Other City Services:

1) Rs.4.00 per passenger per stage or part thereof for first stage.

2) Thereafter Re.1/- per passenger per stage or part thereof up to 11 stage.

3) Thereafter Re.1/- per passenger per every two stage or part thereof from 12th and

13th stage.

4) Thereafter Re.1/- per passenger per every three stage or part thereof.

5) In addition to the fare calculated above, Rs.2.00 shall be chargeable in Ahmedabad -

Gandhinagar Point Service and Re.1/- shall be chargeable in Gandhinagar City Point

Service.

6) Where express services declared as such by the Gujarat State Road Transport

Corporation and as approved by the State Transport Authority or the Regional

Transport Authorities concerned are provided the same rate as mentioned in [1], [2],

[3], [4], [5] above plus 25% of the same.

The minimum fare chargeable shall be Rs.4.00 per adult passenger and Rs.2/- for child

passenger for a journey of first stage of two kilometers or part thereof.

Provided further that if the place of boarding is not a stage point, the distance travelled shall

be calculated from the immediately preceding stage point and where the place of getting

down is not a stage point, the distance travelled shall be calculated up to the immediately

succeeding stage point.

6. Sleeper Coach Services:

In Case of sleeper coach bus services Rs.50 per Berth per passenger shall be chargeable in

addition to fare prescribed in column 7.

7. A.C Coach Services

If air conditioned luxury coach bus services declared as such by the Gujarat state road

transport corporation and approved by the state transport authority of regional transport

authority concerned are provided the following fare charges, namely

The fare chargeable shall be Rs. 1.00 per kilo meter.

The minimum fare chargeable shall be Rs. 16.00 for an adult passenger and Rs.8.0 for a child

passenger (up to 12 year age)

There shall be no charge in above rules of stage and there shall no sub-stage.

2.4.Performance of GSRTC

Operational Results of the year 2012 - 13 (Tent.)

Average schedules operated per day 6441

Average number of vehicles on the road 6694

Average vehicle utilization (kms. per day) 428

Total traffic earnings (Rs. in Millions) 17733

Number of passengers traveled (in Millions) 842

Kms. obtained per liter of diesel 5.5

Fleet utilization 86.72

2.5.GSRTC Divisions

GSRTC got 16 divisions which are as following.

Division Referred As

Ahmedabad Aashram

Amreli Gir

Vadodara (Baroda) Vishwamitri

Bhavnagar Shetrunjay

Bhuj Kutch

Bharuch Narmada

Godhra Pavagadh

Himmatnagar Sabar

Jamnagar ( Rajkot ) Dwarka

Junagadh Somnath

Mehsana Modhera

Nadiad Amul

Palanpur Banas

Rajkot Saurashtra

Surat Surya Nagri

Valsad Daman Ganga

3. What is consumer Perception

Perception (from the Latin perception, perception) is the organization, identification, and

interpretation of sensory information in order to represent and understand the environment.

Perception can have various meanings but in marketing, it is often described as a process

by which a consumer identifies, organizes, and interprets information to create meaning. A

consumer will selectively perceive what they will ultimately classify as their needs and wants.

Perception is a psychological variable involved in the purchase decision process that is

known to influence consumer behavior. Other variables included in this consumer process

include: motivation, learning, attitude, personality, and lifestyle. All of these concepts are crucial

in interpreting the consumer buying process and can also help guide marketing efforts.

Selective Perception is the process by which individuals perceive what they want to in

media messages and disregard the rest.

Seymour Smith, a prominent advertising researcher, found evidence for selective

perception in advertising research in the early 1960s, and he defined it to be "a procedure by

which people let in, or screen out, advertising material they have an opportunity to see or hear.

They do so because of their attitudes, beliefs, usage preferences and habits, conditioning, etc."

People who like, buy, or are considering buying a brand are more likely to notice advertising

than are those who are neutral toward the brand. This fact has repercussions within the field of

advertising research because any post-advertising analysis that examines the differences in

attitudes or buying behavior among those aware versus those unaware of advertising is flawed

unless pre-existing differences are controlled for.

Selective perceptions are categorized under two types: a low level of perception, known

as perceptual vigilance, and a higher level of perception, known as perceptual defense.

Perception can be shaped by learning, memory and expectations. The Customer

Perceived value of a product is the difference between the prospective customer's evaluation of

all the benefits and all the costs of an offering, in comparison to the perceived alternatives.

Formally it may be conceptualized as the relationship between the consumer's perceived benefits

in relation to the perceived costs of receiving these benefits. It is often expressed as the equation:

Value = Benefits / Cost The customers get benefits and assume costs.

4. Introduction to study the perception of people of Sachin Area towards various

services provided by GSRTC during January 2014 to March 2014

GSRTC serves the role of lifeline across the state of Gujarat. Over past 53 years of its

existence, it has proved to be a dependable mode of transportation in every nook and corner of

the state. It is providing services in most of the rural areas of the state. The environment has

thrown up GSRTC to the challenges like productivity improvement, mark orientation and

financial engineering. GSRTC has been trying hard to face the new challenges through

vigorously pursuing a process of technical and managerial up gradation.

Gujarat State Road Transport Corporation has played a pivotal role in the

economic growth of the state through operating an extensive passenger transport network and

reaching out to villages. It provides direct employment to approximately 52000 people whose

professional skills are kept in high regard even by people outside GSRTC.

Various controllable and uncontrollable factors affect the performance of the

GSRTC. It is hypothesized that by controlling at least controllable factors GSRTC can improve

its operational performance and thereby customer service. The main motto behind performance

review of GSRTC is to contribute in improving performance of GSRTC and provide best service

to its customers and satisfy the needs of customers behind the transportation problems.

The study entitled “consumer perception towards various GSRTC services” is

conducting in Sachin area The study is undertaken to know the perception, attitude and

knowledge of the people of Sachin area towards various GSRTC services. The study is

conducting by collection of information from various people who travel through GSRTC bus or

who have knowledge in Sachin area

The respondents have mostly travelled through railway and many other

private buses and not in GSRTC bus due to lack of awareness & negative perception

towards GSRTC services.

The expectations of the travelers are quite high. Many expect very high level of

services from GSRTC like good conditioned buses, connectivity with each and every place of

Gujarat and neighboring states or location of Bus station at their work place and home.

Regularity in travelling, where they are living and where they want to go also has a major impact

in choosing the means of travelling

The study also asks about level of awareness towards E-ticketing and website of

GSRTC and satisfaction level of passengers towards these. .

Project Title: “A Study to know perception of people of Sachin Area towards various GSRTC

services during January 2014 to March 2014 .

Problem Statement : Many people have travelled through GSRTC buses but many of other

people either don’t know about GSRTC services or they have wrong perceptual image about

various aspects of GSRTC like Depots, Drivers, Conductors and condition of buses etc. so to

know about what they think and what they expect from GSRTC which can be improved.

CHAPTER: 2 LITRETURE REVIEW

1. M O Mathew in his book on Rail and Road Transport in India emphasized that the

efficiency of the transport Industry as a whole is determined by organizational considerations

in the context of unit sizes. He also opined that transport, being a public utility industry, is

regulated by Government policies in many ways, of which some have a direct or indirect

impact on the evolution of size.

2. Kalyanaraman and Sehgal have examined a few methods for estimating future road traffic.

They advocate two methods, viz., mechanical and analytical. The mechanical methods

simply project forwards the past trends assuming that future experience is direct function of

past experience, whereas analytical methods classify and analyze the several related

components or factors that have caused the historical trend pattern.

3. Satyanarayana has observed that the cost of service of road transport depend upon the size

of the fleet, the vehicle condition and the length and road condition. His study attempts to

find out the inter-relationship between these factors on the basis of the data collected from a

reprehensive sample of motor vehicle operators in Andhra Pradesh. He has observed that the

size of the motor transport unit has been a fundamental factor influencing the cost of

operations of motor transport industry.

4. Manjula Singh has observed in her study that, I India, the operating ratio (revenue-

expenditure) is always above 100 for rail and less than 80 for road transport. She

recommends a well-coordinated road transportation system on the basis of such factors as

assessment of demand for roads on vehicle requirement, distance from main roads, and

coordination of local bodies, land surfaces regional development and employment

considerations.

5. Sharma, in one array of questions fundamental to effectiveness in any social service, probes

the questions: what are we trying to do not only today but for tomorrow and next year and for

the unforeseeable future? How do we best use the talents of our staff and how should they be

rewarded? Instead of talking about our duty to the passenger, can we find out how to get him

across Delhi at lowest costs in both time and money?

6. R. R. Khan presents a broad outline of the network of transport system in India. He covered

a wide range of information falling within the broad sphere of the subject matter of transport

management. Apart from continuing systems approach, a model to build up a comprehensive

transport system and demographic data for transport planning, the book sets out benchmark

data and provides an analytical study of several vital areas of transport management.

7. Srivastavapresented the historical development of various modes (air,water, road and

railways) of transport in India. He has attempted todiscuss various operating variables like

rates, fares, low productivity, stateregulations, administration, competition, financing, aspects

of differentmodes of transport. He has analyzed the effect of efficient, cheap and well-

coordinated development of transport system on Indian economy.

8. Baig, Natees and Dr. Iqbal B.A. in their book on Transport as a constraintfor Agro –

Industrial Development in Uttar Pradesh, have pointed out thattransport provides both

backward and forward linkages to the economy of a region or a state or a country. The

dependence of India and more so of Uttar Pradesh on agriculture provides large scale

opportunities for developing agro-based industries and the same requires adequate

availability of transport infrastructure.

9. Sudarshanam Padam discussed in detail, the history of bus transport in India, various forms

of organizations in State Transport Undertakings, its management and performance by way

of comparison from 1970-1980 in Andhra Pradesh, Maharashtra, Gujarat and Karnataka

State Road Transport Corporations. He also identified the problems in performance.

10. The National Transport Policy Committee (NTPC) studied on “Passenger Road Transport

in India”, taking the cross-sectional data of 31undertakings for 1976 – 1977 and finds that the

unit cost was mainly influenced by two variables namely fleet utilization and vehicle

utilization. The Committee advocated for a direct exchequer subsidy to urban transport

undertakings in view of the social benefits that they extend.

11. Central Institute of Road Transport (CIRT), Pune, contributed a paper to a seminar on

“How to Make STUs Financially Viable?”, held by Association of Road Transport

Undertakings, New Delhi, identified the problems of interest burden, constraints on

increasing fare, leakages of traffic revenue, and traffic management as major problems in the

way of effective management of State Transport Undertakings and made some practicable

suggestions.

Chapter 3: RESEARCH METHODOLOGY

4.1. Objectives of the Study:.

a. Primary Objective

To study whether People of Sachin area are aware various services provided by

GSRTC.

To understand and analyse perception and attitude of people of Sachin area towards

various services provided by GSRTC.

b. Secondary objectives

To find out the passenger’s level of satisfaction towards buses and various other

GSRTC services.

To know the passenger’s expectation towards GSRTC services.

To understand and analyse online booking and mobile application using pattern

across the Gender and age wise.

Demographics.

4.2. RESEARCH DESIGN

In this project in order to meet the research objectives, descriptive research design is used for

study.

DESCRIPTIVE RESEARCH DESIGN

Descriptive research design includes surveys and fact findings, enquiries of different kinds.

The major purpose of descriptive research is description of the state of affairs, as it exists at

present. In social science and business research, we quite often use the term ex post facto

research for descriptive research studies. The main characteristics of this method are that the

researcher has not control over the variable; he can only report what has happened or what is

happening. Most ex post facto research projects are used for descriptive studies in which the

researcher seeks to measure such items.

Descriptive research method will be applicable to the existing problem. In this project e.g

preference of passengers to prefer GSRTC, perception towads Drivers, Conductors, Bus

depots and Buses on various parameters.

4.3. POPULATION

The population for this project is people who are traveling through GSRTC bus and People

who are aware about GSRTC services of Sachin area.

4.4. SAMPLING

1. SAMPLING TECHNIQUE: Convenient sampling Under Non-probabilistic Sampling.

Under the Convenient Sampling of 200 respondents is taken.

2. SAMPLE SIZE: In this project 200 sample size is taken.

3. SAMPLE FRAME: As total population is not known . sample frame can not defined.

4.5. Data Collection

1. TYPE OF DATA

Primary data : Questionnaire And personal discussion with People traveling through

GSRTC Buses and who are aware abot GSRTC services.

Secondary data : Various marketing and marketing research books, Journals and write

ups available regarding Consumer perception.

2. INSTRUMENTAL USED

Questionnaire – In Questionnaire , both open ended and structured questions are used. In

structured questions dichotomous questions, Ranking questions, rating questions,

graphical and Grid type questions are involved.

3. METHOD

Personal survey Method . In this method Data is collected by convincing and asking

question to those who are consuming and aware of various GSRTC services.

4.6. Data Analysis:

Tools & Techniques :

Graphical charts, pie charts, Bar charts , Cross tabulation and chi square test are used.

The data was processed through tabulated frequency distributions using the SPSS

program. A correlation statistical technique was then used to test and establish the

strength of the relationship between the variables. A regression model was used to

examine the percentage of variance of the dependent variable explained by the

independent variables for prediction purposes. Many others like chi test,…can be used

4.7. Limitation of Work:

The survey is limited to Sachin area only.

Study of awareness and perception of the passengers is only based on sample size.

Since the study is based on the Convenient sampling it may not depict the accurate

outcome for population.

Level of accuracy of results of research is restricted to the accuracy level with which

the investors have given answers and the accuracy level of the answer cannot be

predicted

The findings are based solely on the information provided by the respondents and

there is a possibility of biased results.

4.8. Scope of Study

This study is limited to only Sachin area the study is carried out to know the awareness

perception of people towards GSRTC, this study further can be done on any part of

Gujarat. This study can be used for other related studies about Depots, Buses or GSRTC

employees or online booking etc. It assesses the preference of choosing means of

travelling by the respondents.

CHEPTER: 4 DATA ANALYSIS

Question#01: Mark the services you are aware of, which are provided by GSRTC

Frequency table number:01

Services provided Frequency Percentages

1. Online booking facility 146 73

2. Express bus timetable through SMS 66 33

3. Buses connecting to industrial Zones 93 47

4. Buses connecting to Ahmadabad international

airport

100 50

5. Festival services connecting to seasonal festivals 124 62

6. concession to students and daily commuters 107 54

7. Free travelling for girls living in Rural areas 79 40

Source: SPSS software analysis

Chart Number:01

73

33

475062

5440

Awareness about various services provided

Online booking facility

Express bus timetable through SMS

Buses connecting to industrial Zones

Buses connecting to Ahmadabad in-ternational airport

Festival services connecting to seasonal festivals

concession to students and daily commuters

Free travelling for girls living in Rural areas

Interpretation

From the above table and chart, we can say about awareness regarding various services as

following:

o 73% of the population knows about the online booking facility of GSRTC and that ¾ of

the population has awareness regarding online booking facility of GSRTC.

o Only 1/3 population of Sachin area are aware about service of sending time-table through

SMS and they are 33% of the total population.

o Less than the half of the population is aware about the service Buses connecting to

industrial zone that is 47% of the population.

o Half of the population knows about the service of buses connecting to Ahmadabad

international airport.

o 62% of the population knows about the festival service of GSRTC in which GSRTC

provides the service of Buses connecting to various festivals of Gujarat.

o Only half of the population knows about the service of providing passes to students and

daily commuters at the concessional rate and they are 54% of the total population.

o Free travelling for rural girls for that is pass service without any cost and 40% of the

population has the awreness regarding this service.

Hence we can conclude that in almost all services half of the population of Sachin area has

awareness regarding various services provided by GSRTC.

Question#02: Do you agree that internal space and sitting arrangement of buses are comfortable?

Frequency table: 02

Parameters Frequency Percent Cumulative Percent

Strongly agree 45 22.5 22.5

Agree 97 48.5 71.0

Neutral 30 15.0 86.0

Disagree 16 8.0 94.0

Strongly disagree 12 6.0 100.0

Total 200 100.0


Average level of satisfaction with sitting arrangement and internal space: 2.27

Chart Number: 02

stongly agree Agree Neutral disagree strongly disagree05

101520253035404550

22.5

48.5

158 6

Do you agree that internal space and sitting arrangement of buses are comfortable?

Interpretation

From the above chart and average mean we can have following conclusions about

comfortness of internal space and sitting arrangement of buses.

o Majority of the respondents are agree that sitting arrangement and space are comfortable

and they are almost half of the total population that is 48.5%

o Very less number of people are disagree with sitting arrangement that is only 8% only

and 6% are only disagree and hence we can say that dissatisfied with sitting arrangement

of GSRTC buses.

o ¼ of the population are very happy and satisfied with internal sitting arrangement and

space and they are 22.5% of total population. While 15% people are nighters agree nor

disagree.

Thus we can conclude that people of Sachin area are satisfied with sitting arrangement and

internal space of GSRTC bus.

Question#03: Are you satisfied with sleeping berth and internal space in sleeper buses?

Frequency table: 03

Parameter Frequency Percent Cumulative Percent


Agree 113 56.5 66.5

Neutral 46 23.0 89.5



Total 200 100.0


Average level of satisfaction with sitting arrangement and internal space: 2.37

Chart Number:03

10

56.5

23

8

2.5

Are you satisfied with sleeping berth and in-ternal space in sleeper buses

Strongly agreeAgreeNeutralDisagreeStrongly disagree

Interpretation


satisfaction with sleeping berth and internal space in sleeper buses.

o Majority of the respondents are agree that sleeping berth and internal space in sleeper

buses are comfortable and they are more than half of the total population that is 56.5%

o Very less number of people are disagree with sleeping berth and internal space in sleeper

buses that is only 8% only and 2.5% are only disagree and hence we can say that very

less number of people are dissatisfied with sleeping berth and internal space in sleeper

buses of GSRTC buses.

o 1/10 of the population is very happy and satisfied with internal sitting arrangement and

space and they are 10% of total population. While 23% people are neither agree nor

disagree.

Thus we can conclude that people of Sachin area are satisfied sleeping berth and internal space

in sleeper buses.

Question#04: What do you feel about the price charged by GSRTC for their various services?

Frequency table: 04


very high 20 10.0 10.0

High 66 33.0 43.0

reasonable 97 48.5 91.5

Low 8 4.0 95.5

very low 9 4.5 100.0

Total 200 100.0


Average level of satisfaction the price charged by GSRTC for their various services: 2.60

Chart Number : 04

10

33

48.5

4 4.5

What do you feel about the price charged by GSRTC for their various services?

very highhighreasonablelowvery low

Interpretation


satisfaction with the price charged by GSRTC for their various services.

o Majority of the respondents are agree that sleeping the price charged by GSRTC for their

various services are reasonable and they are neither high nor low and they are almost half

of the total population that is 48.5%.

o Very high number of population believes that the price charged by GSRTC for their various

services is high and they are almost 1/3 of the population that is 33%.

o Very less number of people feel that the price charged by GSRTC for their various services

that is low that is only 4% and 4.5% are only who believe that the price charged by

GSRTC for their various services are very low.

o 1/10 of the population feels that the price charged by GSRTC for their various services are

very high and they are 10% of total population.

Thus we can conclude that people of Sachin area feel that price charged by GSRTC is high to

some extent moderate in nature.

Question # 05 Do you favour that location of Sachin Bus Station is at right location?

Frequency table: 05


Yes 148 74.0 74.0

No 52 26.0 100.0

Total 200 100.0


Average level of satisfaction with location of Sachin Bus Station: 1.26

Chart number:05

Yes

No

0 10 20 30 40 50 60 70 80

74

26

Do you favour that location of Sachin Bus Sta-tion is at right location?

Interpretation


satisfaction level with location of Sachin bus station.

o Majority of the respondents are agree and satisfied with location and they are almost ¾ of

the population that is 74% of the population.

o ¼ of the population are dissatisfied with location of bus station that is 26% of the total

population.

Thus we can conclude that people of Sachin area feel happy and satisfied with the location of

Sachin bus station.

Question # 06: According to you, which of the following location would be a better location for a Bus

Stand?

Frequency table: 06


Sachin GIDC area 7 13.5 13.5

Sachin Housing area 18 34.6 48.1

Lajpor Central Jail area 2 3.8 51.9

Sachin station Road area 22 42.3 94.2

Other 3 5.8 100.0

Total 52 100.0


Average mean of suggestions about location of Sachin Bus Station: 1.26

Chart Number: 06

Sachin GIDC area Sachin Housing area

Lajpor Central Jail area

Sachin station Road area

other0

5

10

15

20

25

30

35

40

45

13.5

34.6

3.8

42.3

5.8

location that would be a better location for a Bus Stand

Interpretation

From the above chart we can say about location preference for Sachin bus station is as

following:

o Majority of people feel that Sachin bus station area should be at Sachin station road area

that is 42.3% people say it.

o While 1/3 of the population that is 34.6% people say that location should be at Sachin

Housing area.

o While location preference of bus station is very less at Sachin GIDC and Lajpor central

jail Area that is 13.5% and 3.8% only respectively.

o While 5% of people have show their preference to area such as Pardi, palsana chowkdi

and Bhestan.

Thus if current location of bus station is needed to be changed then it should be at Station

road or Housing area.

Question 7(combined of 5 questions)

Question #07.1 Rate GSRTC Bus Depots and Bus Stations on cleanliness criteria.

Average level of satisfaction with cleanliness of bus depots: 2.92

Frequency table: 7.1


Worst 13 6.5 6.5

Bad 47 23.5 30.0

Average 85 42.5 72.5

Good 47 23.5 96.0

Best 8 4.0 100.0

Total 200 100.0


Question #07.2 Rate GSRTC Bus Depots and Bus Stations on sitting arrangement.

.

Average level of satisfaction with sitting arrangement on bus depots: 2.95



Worst 13 6.5 6.5

Bad 42 21.0 27.5

Average 67 33.5 61.0

Good 63 31.5 92.5

Best 15 7.5 100.0

Total 200 100.0


Question #07.3 Rate GSRTC Bus Depots and Bus Stations on inquiry counter.

Average level of satisfaction with inquiry counter of bus depots: 3.13



Worst 20 10.0 10.0

Bad 48 24.0 34.0

Average 74 37.0 71.0

Good 46 23.0 94.0

Best 12 6.0 100.0

Total 200 100.0


Question #07.4 Rate GSRTC Bus Depots and Bus Stations on water facility.

Average level of satisfaction with water facility of bus depots: 2.91



Worst 33 16.5 16.5

Bad 47 23.5 40.0

Average 62 31.0 71.0

Good 47 23.5 94.5

Best 11 5.5 100.0

Total 200 100.0


Question #07.5 Rate GSRTC Bus Depots and Bus Stations on advance ticket window.

Average level of satisfaction with cleanliness of bus depots: 2.78



Worst 11 5.5 5.5

Bad 46 23.0 28.5

Average 61 30.5 59.0

Good 43 21.5 80.5

Best 39 19.5 100.0

Total 200 100.0


Chart Number : 07

Worst Bad Average Good Best0

5

10

15

20

25

30

35

40

45

6.5

23.5

42.5

23.5

46.5

21

33.531.5

7.510

24

37

23

6

16.5

23.5

31

23.5

5.55.5

23

30.5

21.519.5

cleaninesssitting ar-rengementinquiry counterwater facilityadvance ticket window

Interpretation

From the above chart we can say about various aspects about GSRTC bus depots as

following.

1. Cleanliness

o Majority of people say that cleanliness at bus depot are moderate means average which can

be said that according to 42.5% people of Sachin area, bus depots are neither clean nor dirty.

o While 23.5 % people say that bus depots are in Bad condition as far as cleanliness is

concerned.

o While very less number of people feels that bus depots are very dirty and they are only 6.5%.

o But at the same time people favoring that bus depots are very clean is also very less in

number and they are only 4% of total population.

o While 23.5% people feel that depot are good as far as cleanliness is concerned.

Hence we can conclude that people of Sachin area believe that bus Depots are neither clean

nor dirty, they are average as far as cleanliness is concerned.

2. Sitting arrangement

o 1/3 of population say that sitting arrangement at bus depot are moderate means average

which can be said that according to 33.5% people of Sachin area, bus depots have sitting

arrangement neither bad nor good.

o While 31.5 % people say that bus depots are in Bad condition as far as sitting arrangement is

concerned.

o While very less number of people feels that bus depots are worst if sitting arrangement is

concerned and they are only 7.5%.

o But at the same time people favoring that bus depots have very best sitting arrangement are

also very less in number and they are only 6.5% of total population.

o While 21% people feel that depot are good as far as sitting arrangement is concerned.

Hence we can conclude that people of Sachin area believe that bus Depots are neither bad

nor good, they are average as far as sitting arrangement is concerned.

3. Inquiry counter

o More than 1/3 of population say that inquiry counter at bus depot are average means from

inquiry counter information that one can obtain is of average quality and it can be said that

according to 37% people of Sachin area, bus depots have inquiry counter neither bad nor

good.

o While 24 % people say that bus depots are in Bad condition as far as inquiry counter is

concerned, people will not get required information.

o While very less number of people feels that bus depots are worst if inquiry counter is

concerned and they are only 10%.

o But at the same time people favoring that bus depots have very best inquiry counters are also

very less in number and they are only 6% of total population.

o While 23% people feel that depot are good as far as inquiry counter is concerned.

Hence we can conclude that people of Sachin area believe that bus Depots are neither bad

nor good, they are average as far as inquiry counter is concerned.

4. Water facility

o Less than 1/3 of population say that water facility at bus depot are moderate means average

which can be said that according to 31% people of Sachin area, bus depots have water

facility neither bad nor good.

o While 23.5 % people say that bus depots are in Bad condition as far as sitting water facility is

concerned means one might get bad quality water and or even may not get water on some

depots.

o While very less number of people feels that bus depots are worst if water facility is

concerned and they are only 16.5%. So highly dissatisfaction with water facility amongst

people of Sachin area is less.

o But at the same time people favoring that bus depots have very best water facility are also

very less in number and they are only 5.5% of total population. So highly satisfaction with

water facility amongst people of Sachin area is very less.

o While 23.5% people feel that depot are good as far as water facility is concerned.

Hence we can say that people of Sachin area believe that bus Depots are having bad water

facility and very large number of people are not satisfied with water facility.

5. Advance ticket window

o Less than 1/3 of population say that advance ticket window at bus depot are average and it

can be said that according to 30.5% people of Sachin area, bus depots have advance ticket

window neither bad nor good.

o While 23 % people say that bus depots are in Bad condition as far as advance ticket window

is concerned, people will not get required registration in advance.

o While very less number of people feels that bus depots are worst if advance ticket window is

concerned and they are only 5.5%.

o But at the same time people favoring that bus depots have very best advance ticket window

are also very less in number and they are only 14.5% of total population. And hence we can

say that high satisfaction with advance ticket window is less in Sachin area.

o While 21.5% people feel that depot are good as far as advance ticket window is concerned.

Hence we can conclude that people of Sachin area believe that bus Depots are good as far

as advance ticket window is concerned so we can say that people of Sachin area is satisfied

with advance ticket window.

Question # 08: Rate GSRTC and Railway following Factors

Frequency table: 08

Factors GSRTC Railway Average

Frequency Percent Frequency Percent

1. Rates charged 41 20.5 159 79.5 1.80

2. Availability of buses

/Train

80 40.0 120 60.0 1.60

3. Cleanliness 158 79.0 42 21.0 1.21

4. Conditions of Buses/

train

116 58.0 84 42.0 1.42

5. Routes covered 126 63.0 74 37.0 1.37

6. Timings and

punctuality

109 54.5 91 45.5 1.46

7. Comfort 92 46.0 108 54.0 1.54

8. Crowd 67 33.5 133 66.5 1.67


Chart Number: 08

Rates ch

arged

Availability

of buses /T.

..Clean

liness

Conditions of Buses/ t..

.

Routes cover

ed

Timings a

nd punctualit

y Comfort Crowd

0

10

20

30

40

50

60

70

80

20.5

40

79

5863

54.5

46

33.5

79.5

60

21

4237

45.5

54

66.5

GSRTCRailway

Interpretation

From the above chart we can say on various aspects through comparison between Railway

and GSRTC.

o Almost 4/5 which is 79.5% of the population of Sachin area feels that railway is more

economical compared to GSRTC while only 20.5% only believe that GSRTC is

economical. So we can say that railway is best at Rates charged.

o While Sachin area population feels that trains are easily available rather than GSRTC

buses, only 40% people feels that GSRTC buses are easily available compared to railway

with 60%.

o On cleanliness issue Sachin area population found GSRTC 3 times better then railway,

79% people believe that GSRTC buses and Depots are more clean then Railway station

and trains.

o Compared to conditions of trains, 58% of people of Sachin area found that GSRTC bus’s

condition is better.

o 3/5 People of Sachin area that is 63% feels that GSRTC is covering more routes

compared to railway.

o If we compare railway and GSRTC, 54.5% of people feel that GSRTC is more punctual

and with proper timing then Railway.

o More than half of population of Sachin area that is 54% feels that Railway train is more

comfortable then GSRTC buses.

o 2/3 of the population feels that Railway trains are more crowded then GSRTC buses, so

we can say that GSRTC buses are less crowded according to people of Sachin area.

Question # 09: Rank GSRTC, MSRTC and RSRTC on following Factors.

Frequency table: 09

Factors Rank:1 Rank:2 Rank:3

Frequency % Frequency % Frequency %

1. Rates charged 115 57.5 42 21 43 21.5

2. Availability of buses 129 64.5 31 15.5 40 20

3. Cleanliness 132 66 59 29.5 9 4.5

4. Conditions of Buses 117 58.5 54 27 29 14.5

5. Routes covered 152 76 26 13 22 11

6. Timings and punctuality 149 74.5 31 15.5 20 10

7. Comfort 98 49 48 24 54 27

8. Crowd 127 63.5 51 25.5 22 11


Chart Number: 09

Rates charged

Availability of buses

Cleanliness

Conditions of Buses

Routes covered

Timings and punctuality

Comfort

Crowd

57.5

64.5

66

58.5

76

74.5

49

63.5

21

15.5

29.5

27

13

15.5

24

25.5

21.5

20

4.5

14.5

11

10

27

11

Rank GSRTC, MSRTC AND RSRTC on various parameters

Rank 3 Rank 2 Rank 1

Interpretation

From the above chart we can say on various aspects through ranking among GSRTC,

MSRTC and RSRTC as following.

o Almost 3/5 of the population said that GSRTC is best as far as rates charges are

concerned means 57.5% population says that GSRTC is economical, while around 20%

people says that MSRTC and RSRTC are better then GSRTC if rates charged are

concerned.

o While almost 2/3 of the population belives that GSRTC buses are best as far as

availability of buses are concerned. While rest of the population considers RSRTC and

MSRTC better then GSRTC.

o While 2/3 of the population says that GSRTC buses have more cleanliness compared to

MSRTC and RSRTC.

o While 58.5% of the population rates GSRTC before MSRTC and RSRTC as far as

condition of buses is concerned.

o While almost ¾ of the population that 74.5% is believes that GSRTC is able to cover

more routes compared to MSRTC and RSRTC.

o 76% of the population rates GSRTC before MSRTC and RSRTC as far as timings and

punctuality is concerned.

o Almost half of the population that is 49% people said that GSRTC buses are more

comfortable compared to MSRTC and RSRTC.

o While 63.5% of the population believes that GSRTC buses are more crowded compared

to MSRTC and RSRTC.

Question # 10: Rank GSRTC and private buses service provider on following Factors

Frequency table: 10

Factors GSRTC service provider Average

Frequency Percent Frequency Percent

1. Time taken for

travelling

90 45.0 110 55.0 1.55

2. Rates/ fare charges 128 68.0 72 36.0 1.36

3. Availability 124 62.0 76 38.0 1.38

4. Timings 124 62.0 76 38.0 1.38

5. Online/ advance

booking facility

114 57.0 86 43.0 1.43

6. Condition of Buses 97 48.5 103 51.5 1.52

7. Reliability of service

provider

106 53.0 94 47.0 1.47

8. Cleanliness 85 42.5 115 57.5 1.58

9. Websites of that

institute

140 70.0 60 30.0 1.30

10. Discounts on group

booking

143 71.5 57 28.5 1.29

11. Discounts on return

tickets

141 70.5 59 29.5


Chart Number: 10

Time ta

ken for tra

velling

Rates/ fa

re charge

s Avail

ability

Timings

Online/ advan

ce booking f..

.

Condition of Buses

Reliability

of servic

e pr... Cleanliness

Websites of th

at insti...

Discounts o

n group bo...

Discounts o

n return tic...

45

6862 62

5748.5

53

42.5

70 71.5 70.5

55

36 38 3843

51.547

57.5

30 28.5 29.5

comparison private buses service provider on variousFactors

GSRTC private service provider

Interpretation

From the above chart we can say on various aspects through comparison between private

service providers and GSRTC.

o According to people of Sachin area private buses are taking less time compared to

GSRTC buses and hence can say that according 55% population of Sachin area private

buses are much more faster than GSRTC.

o More than 3/5 People of Sachin area that is 68% feels that GSRTC is more economical

compared to private buses.

o Sachin area population feels that GSRTC buses are easily available rather than private

buses, only 38% people feels that private buses are easily available compared to GSRTC

with 62%.

o If we compare private and GSRTC, 62% of people feel that GSRTC is much more better

compared to private service providers as far as timings is concerned.

o While online booking issue is concerned 57% of population found GSRTC better

compared to private buses with only 43% and hence from GSRTC advance and online

booking facility is good.

o If condition of vehicle is concerned then both private and GSRTC buses are equal where

GSRTC is 48.5% while private with 51.5%.

o Reliability of service provider if we consider than people of Sachin area found both as

equal where GSRTC is with57% while Private is with 43% of the population.

o On cleanliness issue Sachin area population found private buses better then GSRTC bus,

less than half of the population with 42.5% people believes that GSRTC buses and

Depots are clean More than half of population of Sachin area that is 54% feels that

Railway train is more comfortable then GSRTC buses.

o And we consider website of institute, discount on group booking and discount on return

ticket GSRTC is 2.5 times better than private firm having 70%, 71.5% and 70.5%

respectively compared to private firms with 30%, 28.5% and 29.5% respectively.

Question #11.1 Rate GSRTC Bus conductors of GSRTC on their Behaviour

.

Average level of satisfaction with behaviour of bus conductors: 3.02



Worst 15 7.5 7.5

Bad 33 16.5 24.0

Average 96 48.0 72.0

Good 45 22.5 94.5

Best 11 5.5 100.0

Total 200 100.0


Question #11.2 Rate GSRTC Bus conductors of GSRTC on their honesty.

Average level of satisfaction with honesty of bus conductors: 2.86

Frequency table


Worst 13 6.5 6.5

Bad 64 32.0 38.5

Average 72 36.0 74.5

Good 41 20.5 95.0

Best 10 5.0 100.0

Total 200 100.0


Question #11.3 Rate GSRTC Bus conductors of GSRTC on their helpfulness.

Average level of satisfaction with helpfulness of bus conductors: 3.06



Worst 21 10.5 10.5

Bad 46 23.0 33.5

Average 60 30.0 63.5

Good 41 20.5 84.0

Best 32 16.0 100.0

Total 200 100.0


Question #11.4 Rate GSRTC Bus conductors of GSRTC on their dressing sense.

Average level of satisfaction with dressing sense of bus conductors: 3.09



Worst 8 4.0 4.0

Bad 53 26.5 30.5

Average 72 36.0 66.5

Good 53 26.5 93.0

Best 14 7.0 100.0

Total 200 100.0


Chart Number: 11

Worst

Bad

Average

Good

Best

0 10 20 30 40 50 60

7.5

16.5

48

22.5

5.5

6.5

32

36

20.5

5

4

26.5

36

26.5

7

10.5

23

30

20.5

16

dressing sensehelpfulnesshonestybehaviour

From the above chart we can say about various aspects about GSRTC conductors as

following.

1. Behaviour

o Almost half of population say that conductors of bus are moderate as far as behaviour is

concerned means it can be said that according to 48% people of Sachin area, bus

conductors are behaving neither good nor bad.

o While 16.5% people say that bus conductors are bad as far as behaviour is concerned.

Means 16.5% persons feels that conductors are not properly behaving.

o While very less number of people feels that bus conductors are not at all behaving well

and very hasty in nature and they are only 7.5% that is less than the 1/10 of the

population.

o But at the same time people favoring that bus conductors are very nicely behaving is also

very less in number and they are only 5.5% of total population.

o While 26.5% people feel that conductors are good as far as behaviour is concerned.

Hence we can conclude that people of Sachin area have belief that GSRTC bus conductors

are helping in nature.

2. honesty

o More than 1/3 of population say that conductors of bus are moderate as far as honesty is

concerned means it can be said that according to 36% people of Sachin area, bus conductors

are honest means they are loyal to their job.

o While 32% people say that bus conductors are bad as far as honesty is concerned. Means

23% persons feels that conductors are not honest and not doing their job moralistically.

o While very less number of people feels that bus conductors are not at all honest and they are

only 7.5% that is less than the 1/10 of the population.

o But at the same time people favoring that bus conductors are very honest are also very less in


o While 20.5% people feel that conductors are good as far as honesty is concerned.

Hence we can conclude that people of Sachin area have belief bus conductors are not at all

honest and they are not loyal to their job.

3. helpfulness

o Less than 1/3 of population say that conductors of bus are moderate as far as helpfulness is

concerned means it can be said that according to 30% people of Sachin area, bus conductors

are neither helping nor harsh in nature.

o While 23% people say that bus conductors are bad as far as helpfulness is concerned. Means

23% persons feels that conductors are not helping.

o While very less number of people feels that bus conductors are not at all helping and they are

only 10.5% that is the 1/10 of the population.

o But at the same time people favoring that bus conductors are very helping is also very less in


o While 20.5% people feel that conductors are good as far as helpfulness is concerned.

Hence we can conclude that people of Sachin area have belief from both ends many find

conductors very much helping while many find them hasty in nature and not at all helping.

4. Dressing Sense

o Less than 1/3 of population say that conductors of bus are moderate as far as dressing sense

is concerned means it can be said that according to 36% people of Sachin area, bus

conductors are dressed neither properly nor badly.

o While 26.5% people say that bus conductors are bad as far as dressing sense is concerned.

Means 26.5% persons feels that conductors are not well and properly dressed.

o While very less number of people feels that bus conductors are not at all properly dressed and

may not be found in dress and they are only 4% that is less than 1/20 of the population.

o But at the same time people favoring that bus conductors are very well dressed are also very

less in number and they are only 4% of total population.

o While 26.5% people feel that conductors are good as far as dressing sense is concerned.

Hence we can conclude that people of Sachin area have belief bus conductors regarding

dressing sense that they find conductor appropriately dressed but they are not totally

satisfied with dressing sense or dissatisfied.

Question#12.1: Rate the Drivers of GSRTC on their carefulness of Driving.

Average level of satisfaction with carefulness of bus driver: 3.10



Worst 6 3.0 3.0

Bad 45 22.5 25.5

Average 92 46.0 71.5

Good 37 18.5 90.0

Best 20 10.0 100.0

Total 200 100.0


Question#12.2: Rate the Drivers of GSRTC on their fitness.

Average level of satisfaction with fitness of bus driver: 2.81



Worst 9 4.5 4.5

Bad 73 36.5 41.0

Average 71 35.5 76.5

Good 42 21.0 97.5

Best 5 2.5 100.0

Total 200 100.0


Question#12.3: Rate the Drivers of GSRTC on their addiction to alcohol.

Average level of satisfaction with addiction to alcohol of bus driver: 2.89



Worst 27 13.5 13.5

Bad 51 25.5 39.0

Average 53 26.5 65.5

Good 55 27.5 93.0

Best 14 7.0 100.0

Total 200 100.0


Chart Number: 12

Worst Bad Average Good Best0

5

10

15

20

25

30

35

40

45

50

3

22.5

46

18.5

10

4.5

36.5 35.5

21

2.5

13.5

25.5 26.5 27.5

7

carefulness of drivingfitness of driveraddition to alcohol

From the above chart we can say about various aspects about GSRTC drivers as following.

1. Carefulness of driving

o Almost half of population says that drivers of bus are moderate as far as carefulness of

driving is concerned means it can be said that according to 46% people of Sachin area,

bus drivers are driving neither roughly nor with too much care.

o While 22.5% people say that bus drivers are bad as far as carefulness of driving is

concerned. Means 22.5% persons feels that conductors are not properly driving but

driving carelessly.

o While very less number of people feels that bus drivers are not at all driving well and

very careless in nature and they are only 3% of the population.

o But at the same time people favoring that bus drivers are very nicely driving is also very

less in number and they are only 10% of total population.

o While 18.5% people feel that drivers are good as far as behaviour is concerned.

Hence we can conclude that people of Sachin area have belief that GSRTC bus drivers are

mostly careless in driving.

2. Fitness of driving

o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver

is concerned means it can be said that according to 35.5% people of Sachin area, bus

drivers are driving neither roughly nor with too much care.

o While 36.5% people say that bus drivers are bad as far as fitness of driver is concerned.

Means 36.5% persons feels that drivers are not proper for driving the bus.

o While very less number of people feels that bus drivers are not at all fit for driving well

and they are only 4.5% of the population.

o But at the same time people favoring that bus drivers are very fit for driving is also very

less in number and they are only 2.5% of total population.

o While 21% people feel that drivers are good as far as fitness is concerned.


not at all fit for driving.

3. Addiction to alcohol

o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver

is concerned means it can be said that according to 35.5% people of Sachin area, bus

drivers are driving neither roughly nor with too much care.

o While 36.5% people say that bus drivers are bad as far as fitness of driver is concerned.

Means 36.5% persons feels that drivers are not proper for driving the bus.

o While very less number of people feels that bus drivers are not at all fit for driving well

and they are only 4.5% of the population.

o But at the same time people favoring that bus drivers are very fit for driving is also very

less in number and they are only 2.5% of total population.

o While 21% people feel that drivers are good as far as fitness is concerned.


mostly careless in driving.

Question#13 Do you like the service of providing Express Bus time-table through SMS?

Average level of satisfaction with service of providing Express Bus time-table through SMS:

1.25

Frequency table:13

Frequency Percent Cumulative Percent

Yes 151 75.5 75.5

No 49 24.5 100.0

Total 200 100.0


Chart Number: 13

75.5

24.5

liking the service of providing Express Bus time-table through SMS

YesNo

Interpretation


satisfaction level with the service of providing express bus time table through SMS..

o Majority of the respondents are agree and satisfied with the service of providing express

bus time table through SMS and they are almost ¾ of the population that is 75.5% of the

population.

o ¼ of the population don’t like the service of providing express bus time table through

SMS that is 24.5% of the total population.

Thus we can conclude that people of Sachin area feel happy and satisfied with the service of

providing express bus time table through SMS.

Question#14 Rate the GSRTC’s website on following criteria.


Parameter 1 2 3 4 5

Informative 5 44 82 48 21

User friendly 14 30 78 52 26

Timely updated 43 78 39 19 21

Speed of accessing 39 74 39 26 22


Percentage table: 14.1

Parameter 1 2 3 4 5

Informative 2.5 22 41 24 10.5

User friendly 7.0 15 39 26 13

Timely updated 21.5 39 19.5 9.5 10.5

Speed of accessing 19.5 37 19.5 13 11


Chart Number: 14

Informative User friendly Timely updated Speed of accessing0

5

10

15

20

25

30

35

40

45

2.5

7

21.519.5

22

15

3937

4139

19.5 19.5

2426

9.5

1310.5

1310.5 11

12345

Interpretation

From the above chart we can conclude about GSRTC website as following.

1. Informative:

o 41% of the population of Sachin area has given 3 marks out of five and hence according

to 41% of the people information available on GSRTC website is average.

o And only 2.5% people have given 1 mark only and hence we can say that very less

number of people have bad perceptions about information availability on website.

o While 22% people say that GSRTC website is bad as far as information is concerned as

they have given 2 marks only.

o While 24% have given 4 marks means according to them, GSRTC website is good as far

as information is concerned.

o While 1/10 of the population that is 10.5% say that GSRTC website has best information

is available.

2. User friendly:


to 39% of the people GSRTC website is average to use means it is neither difficult nor

very easy to operate.

o And only 7% people have given 1 mark only and hence we can say that very less number

of people believe that GSRTC website is difficult to use.

o While 15% people say that GSRTC website is bad as far as usage friendliness is

concerned as they have given 2 marks only.

o While 26% have given 4 marks means according to them, GSRTC website is good as far

as user friendliness is concerned.

o While more than 1/10 of the population that is 13% say that GSRTC website has best as

far ease of operation is concerned.

3. Timely updated


to 39% of the people GSRTC website is bad as far as timely updating is concerned.


number of people believe that GSRTC website is timely updated and hence according to

them GSRTC website is rigid in nature.

o While 19.5% people say that GSRTC website is average as far as timely updating is


o While 9.5% have given 4 marks means according to them, GSRTC website is good as far

as timly updation is concerned.

o While 1/10 of the population that is 10.5% say that GSRTC website is best as far timely

updating is concerned.

4. Speed of accessing


to 37% of the people GSRTC website is bad as far as speed of accessing is concerned.


number of people believe that GSRTC website is very speedily accessed and hence

according to them GSRTC website is slow in nature.

o While 19.5% people say that GSRTC website is average as far as speed of accessing is


o While 13% have given 4 marks means according to them, GSRTC website is fast and

good as far as speed of accessing is concerned.

o While 1/10 of the population that is 11% say that GSRTC website is best as far speed is

concerned.

Question#15: Do you agree that GSRTC Buses are always crowded?

Average level of agrrement with crowd in GSRTC bus: 1.96

Frequency table: 15



Agree 130 65.0 86.0

Neutral 22 11.0 97.0


Strongly disagree 0 0 100.0

Total 200 100.0


Chart Number: 15

strongly agree Agree neutral disagree Strongly disagree0

10

20

30

40

50

60

70

21

65

113 0

Do you agree that GSRTC Buses are always crowded?

Interpretation

From the above chart and average mean we can have following conclusions about crowd in

the GSRTC buses.

o Majority of the respondents are agree that GSRTC buses are always crowded and they are

65% of the population and hence we can say that people of Sachin area believes that

GSRTC buses are always full.

o Very less number of people are disagree with statement that GSRTC buses are not

crowded that is only 3% only and no person in Sachin area feels that GSRTC buses are

running empty having no passenger and hence according to Sachin area people GSRTC

buses are always full.

o Less than ¼ of the population say that they are strongly agree with statement that GSRTC

buses are always full and they are 21% of total population. While 11% people are neither

agree nor disagree means they don’t find buses empty nor full.

Thus we can conclude that people of Sachin area believes that GSRTC buses are always

Crowded.

Question#16: Do you favour that GSRTC should also start parcel courier services as MSRTC

does?

Average level of favouring for stating corior service by GSRTC: 1.34

Frequency table: 16


Yes 132 66.0 66.0

No 68 34.0 100.0

Total 200 100.0


Chart Number: 16

66

34

Do you favour that GSRTC should also start parcel courier services as MSRTC does?

yes no

Interpretation

From the above chart and average mean we can have following conclusions about the

Suggestions of starting Parcel currier service.

o Majority of the respondents do agree that GSRTC should also start Parcel currier service

as MSRTC does and they are 2/3 of the population that is 66% feels positively about

starting of parcel services.

o 1/3 of the populations don’t like that should also start Parcel currier service as MSRTC

does and they are 34% of the total population.

Thus we can conclude that people of Sachin area feel that should also start Parcel currier

service as MSRTC does.

Question#17: Evaluate GSRTC bus service parameters timings and punctuality by putting tick mark in

appropriate cell.

Frequency table: 17

Box in which mark was done Frequency Percentage

Box:1 14 7.0

Box:2 9 4.5

Box:3 30 15.0

Box:4 22 11.0

Box:5 73 36.5

Box:6 22 11.0

Box:7 8 4.0

Box:8 11 5.5

Box:9 11 5.5


Chart Number: 17

74.5

15

11

36.5

11

4 5.55.5

Evaluate GSRTC bus service parameters timings and punctuality

Box:1Box:2Box:3Box:4Box:5Box:6Box:7Box:8Box:9

Interpretation

From the above chart we can conclude about timings and punctuality as following.

1. Minimum punctuality & maximum timings: according to 7% of the population GSRTC

bus never runs on time that is minimum punctuality but they say that GSRTC’s timings

of buses are best means at all time there is a bus.

2. Average punctuality & maximum timings: according to 4.5% of the population GSRTC

bus has average punctuality and average time buses run on time that is average

punctuality but they say that GSRTC’s timings of buses are best means at all time there is

a bus.

3. Maximum punctuality & maximum timings: according to 15% of the population GSRTC

bus always runs on time that is maximum punctuality but they say that GSRTC’s timings

of buses are best means at all time there is a bus.

4. Minimum punctuality & average timings: according to 11% of the population GSRTC


of buses are average as far as timings are concerned.

5. Average punctuality & average timings: according to majority of the population that is

15% of the population GSRTC bus has average punctuality and average time buses run

on time that is average punctuality but they say that GSRTC’s timings of buses are

average as far as timings are concerned.

6. Maximum punctuality & average timings: according to 11% of the population GSRTC


of buses are average as far as timings are concerned.

7. Minimum punctuality & minimum timings: according to 4% of the population GSRTC


of buses are worst as far as timings are concerned.

8. Average punctuality & minimum timings: according to majority of the population that is

5.5% of the population GSRTC bus has average punctuality and average time buses run

on time that is average punctuality but they say that GSRTC’s timings of buses are

average as far as timings are concerned means in many case, each time there would be a

bus available.

9. Maximum punctuality & minimum timings: according to 5.5% of the population GSRTC


of buses are worst as far as timings are concerned.

Question#18: Are you satisfied with the routes covered by GSRTC?

Average level of satisfaction with routes coverage: 1.16

Frequency table: 18


Yes 169 84.5 84.5

No 31 15.5 100.0

Total 200 100.0


Chart Number: 18

84.5

15.5

Are you satisfied with the routes covered by GSRTC?

YesNo

Interpretation

From the above chart and average mean we can have following conclusions about the

satisfaction with the routes coverage.

o Majority of the respondents are satisfied with the all routes coverd by GSRTC and they

are more than 4/5 of the population that is 84.5% feels positively about routes coverage.

o While less than 1/5 of the populations are not satisfied with routes coverage and they

have suggested many routes and they are 15.5% of the total population.

Thus we can conclude that people of Sachin area are highly satisfied with routes coverage.

Question#19 Name the routes or Highway segments on which you want that GSRTC should start

Bus services.

Frequency table:19

Place from where service should be operated Frequency Percentage

1. Sachin to Bardoli 21 41.17

2. Sachin-Palsana-Ena- Bardoli 11 21.57

3. Surat-Sachin GIDC-Sachin- Navsari 9 17.64

4. Other 10 19.61


Chart Number: 19

41.17

21.57

17.64

19.61

Suggetions regurding place where GSRTC should start their bus service

Sachin to BardoliSachin-Palsana-Ena- BardoliSurat-Sachin GIDC-Sachin- NavsariOther

Interpretation

From the above Graph, we can have following sayings regarding demands of bus service

locations:

o Majority of the people are asking for a bus service between Sachin to bardoli that is 42%

population is in favour of starting of bus between Sachin to bardoli.

o While 1/5 of the population believes that from Sachin to bardoli via palsana and Ena

village that is 21.57% people are in favour for starting bus between Sachin-palsana-Ena-

bardoli.

o While many people have suggested that surat-navsari intercity should be started which

should go via Sachin GIDC rather then going straight Surat-sachin-Navsari route and

17.64% students are suggesting this.

o While almost 20% people have suggested other routes such as many local areas, schools

and colleges and many areas like Kansad area, Sachin housing Area etc.

Question#20: Do you agree that Quality of services provided by GSRTC has been improved after

PPP (Public Private Partnership)

Average level of satisfaction with improvement in quality after PPP: 2.10

Frequency table: 20



Agree 131 65.5 82.0

Neutral 24 12.0 94.0

Disagree 7 3.5 97.5


Total 200 100.0


Chart Number: 20

16.5

65.5

12

3.52.5

Do you agree that Quality of services provided by GSRTC has been improved after PPP (Public Private Partnership)

stongly agreeAgreeneutraldisagreestrongly disagree

Interpretation


improvement in service quality of GSRTC after PPP.

o Majority of the respondents are agree that quality of service has been improved after PPP

and they are almost 2/3 of the total population that is 65.5%.

o Very less number of people are disagree with improvement in service quality of GSRTC

after PPP that is 3.5% only.

o While only 2.5% are only strongly disagree with statement that improvement in service

quality of GSRTC after PPP and hence we can say that dissatisfaction with the statement

of improvement in quality after PPP is very less.

o Less than 1/5 of the population are very happy and satisfied with quality improvement

that GSRTC achieved after PPP and they are 16.5% of total population. While 12%

people are neither agree nor disagree about improvement in quality.

Thus we can conclude that people of Sachin area are satisfied with quality of service that has

been improved after PPP.

Question#21 Rate the frequency of various buses of GSRTC.

Frequency table:21

Type of the bus 1 2 3 4 5

1. Ordinary/ local bus 24 37 67 42 30

2. Express buses 21 44 59 47 29

3. Intercity express buses 19 29 78 54 20

4. Semi luxury/ Gurjarnagari Buses 20 39 57 64 26

5. Luxury buses 28 42 29 72 29

6. Sleeper buses 22 31 47 59 41

7. Volvo and A.C buses 21 44 49 67 19


Percentage table of above frequency

Type of the bus 1 2 3 4 5

1. Ordinary/ local bus 12.0 18.5 33.5 21.0 15.0

2. Express buses 10.5 22.0 29.5 23.5 14.5

3. Intercity express buses 9.5 14.5 39.0 27.0 10.0

4. Semi luxury/ Gurjarnagari Buses 10.0 19.5 28.5 32.0 13.0

5. Luxury buses 14.0 21.0 14.5 36.0 14.5

6. Sleeper buses 11.0 15.5 23.5 29.5 20.5

7. Volvo and A.C buses 10.5 22.0 24.5 33.5 14.5


Chart Number: 21

Ordinary/ local bus

Express buses

Intercity ex-press buses

Semi luxury/ Gurjarnagari

Buses

Luxury buses Sleeper buses

Volvo and A.C buses

1 12 10.5 9.5 10 14 11 10.5

2 18.5 22 14.5 19.5 21 15.5 22

3 33.5 29.5 39 28.5 14.5 23.5 24.5

4 21 23.5 27 32 36 29.5 33.5

5 15 14.5 10 13 14.5 20.5 14.5

2.5

12.5

22.5

32.5

Rate frequency of various GSRTC buses

Interpretation

From the above chart and average mean we can have following conclusions about frequency

of various buses that people of Sachin area will give about GSRTC.

o Ordinary buses

1/3 of the population is believes that frequency is average as far as local buses are

concerned that is 33.5% of the population says it.

While around 1/5 of the population is satisfied with frequency of local buses that is 21%

of the population.

18% of the population is dissatisfied with frequency of ordinary buses.

While 12% people are highly dissatisfied with local bus frequency and 15% of the

population are highly satisfied with local bus frequency.

o Express buses

Less then1/3 of the population is believes that frequency is average as far as express

buses are concerned that is 29.5% of the population says it.

While around 1/4 of the population is satisfied with frequency of express buses that is

23.5% of the population.

22% of the population is dissatisfied with frequency of express buses.

While 10.5% people are highly dissatisfied with express bus frequency and 14.5% of the

population are highly satisfied with express bus frequency.

o Intercity Express buses

More then1/3 of the population is believes that frequency is average as far as intercity

express buses are concerned that is 37% of the population says it.

While around 1/4 of the population is satisfied with frequency of intercity express buses

that is 27% of the population.

14.5% of the population is dissatisfied with frequency of intercity express buses.

While 9.5% people are highly dissatisfied with intercity express bus frequency and 10%

of the population are highly satisfied with intercity express bus frequency.

o Semi luxury/ Gurjarnagri buses

More then1/4 of the population is believes that frequency is average as far as Semi luxury


While around 1/5 of the population is satisfied with frequency of Semi luxury buses that

is 19.5% of the population.

32% of the population is dissatisfied with frequency of Semi luxury buses.

While 14.5% people are highly dissatisfied with Semi luxury bus frequency and 10% of

the population are highly satisfied with Semi luxury bus frequency.

o Luxury buses

More then1/4 of the population is satisfied with frequency of luxury buses that is 36 of

the population.

While around 1/10 of the population believes that frequency is average as far as luxury


21% of the population is dissatisfied with frequency of luxury buses.

While 14% people are highly dissatisfied with luxury bus frequency and 14.5% of the

population are highly satisfied with luxury bus frequency.

o Sleeper buses

More then1/5 of the population is believes that frequency is average as far as Sleeper


While around 1/4 of the population is satisfied with frequency of Sleeper buses that is


15.5% of the population is dissatisfied with frequency of intercity express buses.

While 11% people are highly dissatisfied with intercity express bus frequency and 20.5%


o Volvo and AC buses

Around 1/4 of the population believes that frequency is average as far as Sleeper buses

are concerned that is 24.5% of the population says it.

While around 1/3 of the population is satisfied with frequency of Sleeper buses that is


22% of the population is dissatisfied with frequency of intercity express buses.

While 10.5% people are highly dissatisfied with intercity express bus frequency and 9.5%


Question#22: will you recommend GSRTC Bus service to others?

Average level of recommendation by passengers to others: 1.28

Frequency table:22


Yes 144 72.0 72.0

No 56 28.0 100.0

Total 200 100.0


Chart Number: 22

72%

28%

will you recommend GSRTC Bus service to others?

YesNo

Interpretation


recommendation that people of Sachin area will give about GSRTC.

o Majority of the respondents are agree and satisfied with GSRTC services and they have

said that they will recommend GSRTC to others and they are almost ¾ of the population

that is 72% of the population.

o While more than ¼ of the population are dissatisfied with GSRTC services and they have

said no to recommend GSRTC service to other that is 28% of the total population has

said no.

Thus we can conclude that people of Sachin area feel happy and satisfied with the GSRTC

and will recommend to others.

Question#23: Have you ever used the GSRTC’s mobile application for booking?

Average level of usage of online booking mobile application: 1.74

Frequency table:23


Yes 53 26.5 26.5

No 147 73.5 100.0

Total 200 100.0


Chart Number: 23

27%

74%

Have you ever used the GSRTC’s mobile ap-plication for booking?

yesno

Interpretation

From the above chart and average mean we can have following conclusions about awareness

and usage of ticket booking mobile application.

o Majority of the respondents have never used mobile online booking application and they

are almost ¾ of the population that is 74% of the population.

o While only ¼ of the population have used online booking through mobile application that

is 26% of the total population.

Thus we can conclude that people of Sachin area either don’t know about online booking

application of mobile or they have lack of knowledge of it and hence awareness and

advantage of using mobile booking application should be spread and taught to people of

Sachin area.

Question#24: Rate the GSRTC’s mobile application for booking on the following criteria.

Frequency table:24

Rating Safety User friendliness Speed of accessing

frequency percentage frequency percentage frequency Percentage

1 3 5.66 5 9.43 3 5.66

2 12 22.64 5 9.43 7 13.21

3 12 22.64 30 56.60 11 20.75

4 24 45.28 10 18.87 27 50.94

5 2 3.77 3 5.66 5 9.43


Chart Number: 24

safety user friendliness speed of accesing0

10

20

30

40

50

60

5.669.43

5.66

22.64

9.4313.21

22.64

56.6

20.75

45.28

18.87

50.94

3.77 5.669.43

Rate the GSRTC’s mobile application for booking on the various cri-teria.

1 mark 2 marks 3 marks 4 marks 5 marks

1. User friendly:

o 56.6% of the population of Sachin area has given 3 marks out of five and hence

according to 56.6% of the people GSRTC mobile application is average to use means it is

neither difficult nor very easy to operate.


number of people believe that GSRTC mobile application is difficult to use.

o While 9.43% people say that GSRTC mobile application is bad as far as usage

friendliness is concerned as they have given 2 marks only.

o While 18.87% have given 4 marks means according to them, GSRTC mobile application

is good as far as user friendliness is concerned.

o While 1/20 of the population that is 5.66% say that GSRTC mobile application has best

as far ease of operation is concerned.

2. Safety

o 22.64% of the population of Sachin area has given 2 marks out of five and hence

according to 22.64% of the people GSRTC mobile application is bad as far as safety is

concerned.


number of people believe that GSRTC mobile application is not safe.

o While 22.64% people say that GSRTC mobile application is average as far as safety is


o While 45.28% have given 4 marks means according to them, GSRTC mobile application

is good as far as safety is concerned.

o While less than 1/20 of the population that is 3.77% say that GSRTC mobile application

is best as far safety is concerned and hence very less person feels that GSRTC mobile

application is 100% safe.

3. Speed of accessing


to 37% of the people GSRTC mobile application is bad as far as speed is concerned.


number of people believe that GSRTC mobile application is very speedily accessed and

hence according to them GSRTC website is slow in nature.

o While 19.5% people say that GSRTC website is mobile application as far as speed of

accessing is concerned as they have given 3 marks only.

o While 13% have given 4 marks means according to them, GSRTC mobile application is

fast and good as far as speed of accessing is concerned.

o While 1/10 of the population that is 11% say that GSRTC mobile application is best as

far speed is concerned.

Question#25 Mark the services those are provided on the free bases or at discounted rates that

you are aware of.

Frequency table: 25

Services provided Frequency Percentages

1. 82.5% discounts to students 127 64

2. Free travelling for 3 to 5 years children 88 44

3. 5% discount on group booking 130 65

4. No payment gateway charges for mobile/online

booking.

118 59

5. 100%discount to rural girls 86 43

6. 10% discount on Return ticket booking 91 46


Chart Number: 25

64

44

65

59

43

46

awareness about those services which are provided on the free bases or at discounted

rates

82.5% discounts to students

Free travelling for 3 to 5 years children

5% discount on group booking

No payment gateway charges for mobile/on-line booking.

100%discount to rural girls

10% discount on Return ticket booking

Interpretation

From the above table and chart, we can say about awareness regarding various services as

following:

o 2/3 of the population knows about the service of providing passes to students and daily

commuters at the concessional rate of 82.5% and they are 64% of the total population.

o Less than the half of the population is aware about the free travelling service for 3 to 5

year children that is 44% of the population.

o 65% of the population knows about the service of 5% discount of group booking in

which GSRTC provides the 5% discount on travelling fare if some requirement of

number of persons is fulfilled.

o 59% of the population knows about the online booking facility in which no payment

charges through mobile booking.

o Free travelling for rural girls for that is pass service without any cost and 43% of the

population has the awareness regarding this service.

o Half of the population knows about the service of 10% discount of return ticket booking

in which GSRTC provides the 10% discount on travelling fare of both time and if a

passenger purchases return ticket as well.

Hence we can conclude that in almost all services half of the population of Sachin area has

awareness regarding various services provided by GSRTC on discounted or free basis.

Cross tabulation part and chi-square test part

Cross tabulation#01

Actual Frequency Satisfied with sitting Arrangement in the Bus

Recommendation

s

strongly Agree Agree Neutral Disagree Strongly

Disagree

Grand

Total

Yes 37 69 17 13 8 144

No 8 28 13 3 4 56

Grand Total 45 97 30 16 12 200

Source : Excel analysis

Chart Number : 26

Yes No

37

8

69

28

171313

38

4

cross tebulation between satisfaction with sitting arrengement in bus and reccomendation to others

strongly Agree Agree Neutral Disagree Strongly Disagree

Interpretation:

Thus we can conclude about relationship satisfaction with sitting arrangement and

recommendation:

o If person is strongly agreed or agree that GSRTC buses are comfortable then they will

suggest of recommend GSRTC to others.

o If a person feels little discomfort or if he has neutral judgment regarding sitting

arrangement than there might not be any relationship.

Chi Square Test:

Expected Satisfied with sitting Arrangement in the Bus

Frequency

Recommendations strongly

Agree

Agree Neutral Disagree Strongly

Disagree

Grand

Total

Yes 32.4 69.84 21.6 11.52 8.64 144

No 12.6 27.16 8.4 4.48 3.36 56

Grand Total 45 97 30 16 12 200


Chi-square p-value = 0.967

Null Value: Rejected

Analysis: Here we can say that recommendation to others may vary with change in agreed level

of comfort with sitting arrangement.

Cross tabulation#02

Actual

Frequency

satisfaction with Sleeping Berth

Recommendatio

n

strongly

Agree

Agree Neutral Disagre

e

Strongly

Disagree

Grand

Total

Yes 16 81 32 12 3 144

No 4 32 14 4 2 56

Grand Total 20 113 46 16 5 200


Chart Number : 27

Yes

No

16

4

81

32

32

14

12

4

3

2

Cross tabulation for relationship between satisfaction with sleeping berth in bus and recommendation to others

SDA DA N A SA

Interpretation

Thus we can conclude relationship between satisfaction with sleeping berth in bus and

recommendation to others as following.

o Here if a person is agreed on satisfaction with sleeping berth, he/she is going recommend

GSRTC buses to others.

o But in all cases it is not going to happen, if a person is satisfied with sleeping

arrangement then also he may not recommend because other factors are also influencing

them.

Chi Square Test:

Expected

frequency

satisfaction with Sleeping Berth

Recommendatio

n

SA A N DA SDA Grand Total

Yes 14.4 81.36 33.12 11.52 3.6 144

No 5.6 31.64 12.88 4.48 1.4 56

Grand Total 20 113 46 16 5 200




Analysis: here we can say that there might be very less significant relationship between

satisfaction sleeping berth and recommendation of GSRTC to others.

Cross tabulation#03

Actual

frequency

price charged

recommendatio

n

Very High High Reasonabl

e

Low Vey Low Grand

Total

yes 14 49 70 4 7 144

No 6 17 27 4 2 56

Grand Total 20 66 97 8 9 200


Chart Number : 28

yes No0

10

20

30

40

50

60

70

80

146

49

17

70

27

4 472

Cross tebulation betwwen price charged and recommendation of GSRTC to others

Very High High Reasonable Low Vey Low

Interpretation:

Thus we can conclude relationship between price charged and recommendation to others as

following.

o If a person finds prices to be very reasonable or high he/she may likely to recommend

GSRTC to others.

o Even though he/she finds prices to be reasonable, Low or high, he/she might not suggest

GSRTC to others as other factors might be influencing.

Chi Square Test:

Expected Frequency price charged

Recommendation Very

High

High Reasonable Low Very Low Grand

Total

Yes 14.4 47.52 69.84 5.76 6.48 144

No 5.6 18.48 27.16 2.24 2.52 56

Grand Total 20 66 97 8 9 200




Analysis: here we can say that recommendation of GSRTC might vary with prices charged.

Cross tabulation#04

Actual frequency satisfaction with Routes coverage

Recommendation Yes No Grand Total

Yes 131 13 144

No 38 18 56

Grand Total 169 31 200


Chart number : 29

yes

no

0 20 40 60 80 100 120 140

131

38

13

18

Cross tabulation between Routes coverage and recommend

No Yes

Interpretation

Thus we can conclude relationship between satisfaction with routes coverage and

recommendation to others as following.

o Here we can say that people who are satisfied with routes coverage are mostly

recommending GSRTC to the others. But many people who are satisfied with routes

coverage may not recommend GSRTC hence there are many factors which leads to

recommendations.

Cross tabulation#05

Count of Q-22 Agreement With crowd

Recommendation

s

strongly

Agree

Agree Neutral Disagre

e

Grand Total

Yes 35 92 14 3 144

No 7 38 8 3 56

Grand Total 42 130 22 6 200


Chart Number: 30

Yes No0

102030405060708090

100

35

7

92

38

148

3 3

Cross tabulation of crowd in the bus and recommendation

Sa A N DA

Interpretation:

Thus we can conclude relationship between crowd in the bus and recommendation to others

as following.

o It can be said that though people find that buses are crowded they are going recommend

to others.

o While many find that GSRTC buses are not crowded then also they are not

recommending GSRTC to others.

Chi Square Test:

Expected

frequency

Agreement With crowd

Recommendation

s

Sa A N DA Grand Total

Yes 30.24 93.6 15.84 4.32 144

No 11.76 36.4 6.16 1.68 56

Grand Total 42 130 22 6 200




Analysis: here we can say that recommendation of GSRTC might not be any relationship

between crowd in the bus and recommendation.

Cross tabulation#06

Parameters Using mobile application for online booking

Gender Yes No Grand Total

Male 33 92 125

Female 20 55 75



Chart Number 31

male Female0

10

20

30

40

50

60

70

80

90

100

33

20

92

55

YesNo

Interpretation:

Thus we can conclude relationship between usage of mobile application and gender as

following.

o Here we can see that among the less users of internet females are using less mobile

booking application compared to males.

Chi Square Test:

Count of Q-27 Using mobile application for online booking

Gender Yes No Grand Total

male 33.125 91.875 125

Female 19.875 55.125 75





Analysis: here we can say that usage of mobile application may vary with gender.

Cross tabulation#07

Actual

Frequency

Using mobile application for online

booking

Age Yes No Grand Total

1-20 14 37 51

21-40 28 80 108

41-60 10 26 36

60< 1 4 5



Chart Number: 32

1-20

21-40

41-60

60<

0 10 20 30 40 50 60 70 80 90

14

28

10

1

37

80

26

4

NoYes

Interpretation:

Thus we can conclude relationship between usage of mobile application and Age as

following.

o Here we can see that among all age groups maximum usage of mobile application is with

youth only, that is people with the age of 40 years or less than it are more using mobile

application rather than those with those who are aged more than 40.

Chi Square Test:

Expected frequencies Using mobile application for online booking

Row Labels Yes No Grand Total

1-20 13.515 37.485 51

21-40 28.62 79.38 108

41-60 9.54 26.46 36

60< 1.325 3.675 5





Analysis: here we can say that usage of mobile application may vary with Age.

Chapter 5: FACTS AND FINDINGS

People of Sachin area are more aware about the services provided by GSRTC mainly online

booking facility, festival services and concession to student and daily commuters on passes

while they are less aware with the services such as timetable through SMS or bus

connectivity with industrial zone but however in Sachin area people do have lot of awareness

regarding various services provided by GSRTC.

As far as sitting arrangement and internal space is concerned people of Sachin area are

satisfied with sitting arrangement and space.

People of Sachin area are satisfied with the sleeping berth in the sleeper buses.

People of Sachin area feels that price charged by GSRTC is reasonable and slightly high so

here people have expectation of low price travelling.

People of Sachin area are highly satisfied with the current location of Bus stand that is they

feel the current location is more accessible.

People who were dissatisfied with current location of bus station have suggested Sachin

station Road area and Sachin Housing area for the new bus station and people expect GSRTC

to start bus service to these areas.

According to people of Sachin area GSRTC depots are not very clean and they are dirty. So

cleanliness is expected by people of Sachin area.

People of Sachin area believes that there is enough and adequate sitting arrangement

available on the GSRTC depots.

Many people in Sachin area believes that inquiry counter is good on depots and they are

providing information and answers to the queries of passengers while many feels that inquiry

counters are of bad quality means they are not providing enough information to customer

queries, so people expect a good inquiry counters.

People of Sachin area feels that Water facility is poor and bad at GSRTC depots and they

expect a better water facility.

People of Sachin area feels that advance ticket booking window is average means it is not

too bad and not too good means they are satisfied with advance ticket window.

People of Sachin area feels that railway is more economical then GSRTC so they expect

economical services from GSRTC while they feels that trains are easily available compared

to GSRTC buses.

While people of Sachin area feels that GSRTC buses and depots are more clean compared to

Railway stations and trains.

People of Sachin area feels that conditions of Buses are good compared to conditions of

railway trains while they also feel that GSRTC is covering more routes of Gujarat compared

to Railway.

According to people of Sachin area GSRTC buses are more punctual means they feel that

GSRTC buses are running on time as per time table compared to railway trains.

People of Sachin area believes that trains are more comfortable then buses so they expext

GSRTC buses to be more comfortable while people feels that GSRTC buses are less crowded

compared to trains.

People of Sachin area feels that GSRTC is much more better then MSRTC and RSRTC (ST

bus companies of Maharastra and Rajstan) in all aspects like rates charged, condition of

buses, routes coverage etc.

While people of Sachin area feels that GSRTC is always better then private service providers

in the areas such as rates charged means they find GSRTC economical and find GSRTC

better in areas such as online and advance booking, timings and punctuality of bus operation,

they find GSRTC is easily available for travelling rather than private bus and they find

GSRTC more reliable compared to private firms while they find that GSRTC is more

economical in group booking and on return ticket booking as they are providing more

discount compared to private. While people expect GSRTC to be more faster means less time

consuming for travelling as private firms are good in those areas while they expect GSRTC

to be more clean as private are much more better in this area.

People of Sachin area feels that GSRTC conductors are good natured and good in their

behaviour means they are more supportive to passengers but they feel that many conductors

are dishonest with their job while many feel that conductors are neither honest nor dishonest.

While people of Sachin area feel that conductors are very much helpful in nature means they

will provide direction to passengers. While they feel that conductors are appropriately and

properly dressed hence people of Sachin area has positive attitude towards conductors.

While people of Sachin area expect drivers to be better in the area of carefulness of driving,

less addiction to alcohol and on their fitness because they find that drivers are driving

roughly and carelessly and many time meeting to accidents and they are not fit means either

they are too fat or they are too thin and small and they are many time driving roughly

because they are addicted to alcohol.

Service of providing timetable through SMS is liked by people of Sachin area.

According to people of Sachin area GSRTC’s website is easy to use and operate means its

user-friendly and it is very much informative means all required information are available but

people expect that it should be updated on time and it should be accessed with less efforts

and less time means very speedy with less number of clicks.

While people of Sachin area believes that GSRTC buses are always crowded.

GSRTC should also start parcel currier services as MSRTC does.

According to people of Sachin area GSRTC is good with timings means at any point of time

one person may get GSRTC bus but they find that GSRTC is not 100% punctual as they find

that all GSRTC buses are not running on time.

They are highly satisfied by the routes coverage.

Those people who were dissatisfied with rotes coverage have suggested to start bus between

Sachin to bardoli and Sachin to palsana and Ena village where many students of Sachin area

studies.

People of Sachin area believes that performance and quality of GSRTC has been improved

after partnership with private firms.

People of Sachin area is satisfied with the frequency of express, luxury, semi luxury and

Volvo and sleeper buses but they expect more buses of ordinary or local category and

intercity category.

People of Sachin area are satisfied with GSRTC and they are going to recommend GSRTC

service to others.

While females in Sachin area are less using online mobile application compared to males and

overall from whole population of Sachin area, many less persons are using mobile

application.

According to people of Sachin area who are using mobile application for online booking are

satisfied with it because it is very safe, easy to use and operate and speed of accessing and

using is very fast.

People of Sachin area are highly aware about certain discounted and free services such as

82.5% discount to students and 5% discount on group booking and no payment gateway

charge for online/mobile booking, while they are less aware about free travelling for rural

girls and kids of 3-5 years and discount on group booking.

Chapter 5: CONCLUSION AND RECOMMENDATIONS

CONCLUSIONS:-

In this report an effort was made to study the perception of people of Sachin area towards

GSRTC and how well the people of Sachin area know about various services of GSRTC.

This study has intended to capture the mindset of people of Sachin area towards Sachin area

by the way of survey and personal interviews. It can be concluded that the people are aware

about GSRTC but to some extent awareness needs to be created to increase their passengers

and also try to satisfy their passengers by providing them the best services. The company

needs to provide adequate information about their service and features and their priorities to

the people/ passengers by promoting it through more advertisements in the Sachin area or in

their own buses having LCD TVs, they can promote it through this way and details about

special services at the back site of ticket and passes.

As this result may not be suitable to all the regions and areas of the state because of the

culture, standard of living, and volume of the passengers. The research concludes that

GSRTC is working well and have great opportunity to become one of the best travelling

service providing institute of India..

RECOMMENDATIONS

They should try to increase awareness regarding various services they are providing.

They should make the seats and sleeping berths smooth so that elderly people can easily

travel long distance.

They should start some economical bus category as Railway have like Garib Rath train and

they should make all their bus running on CNG rather then on CNG and Dissel so that fuel

efficiency can be there and it will result in to lower fuel charges.

They should start buses for GIDC area also because Sachin GIDC is one of the biggest

employer region in Gujarat and many people up-down to Sachin for their work.

Cleanliness and water facility should be improved on bus depots.

Inquiry counter and advance booking system should be improved and announcement on

depots should be done in both language hindi and gujarati rather then only in Gujarati.

They should try to reduce time taken for travelling as private firm do by eliminating stops

between to important cities by starting direct bus service for those people for whom time is

important then money.

Punctuality of buses should be improved through punishment for late arrival of bus on

drivers and conductors.

Strict performance related rules should be there for drivers and conductors so that dishonesty

and inappropriate dressing of conductors and addiction to alcohol of drivers can be avoided

while improvement in training program of drivers should be done so that careless of driving

can be reduced and fitness can be improved.

They should design website with less number of clicks and more shortcuts so that speed of

accessing website can be improved and it would be more user friendly.

GSRTC should start parcel courier service as MSRTC does.

They should start operating bus between Sachin to Bardoli with stop to palsana and Ena

because no direct connectivity between these places are not available and as Sachin and

Palsana are industrial places and Ena and Bardoli are having many educational places many

employees and students will up-down if bus service is started.

They should try to increase awareness of their mobile application and they should show

tutorials in LCD TVs available in various buses of GSRTC and how to use it should be

shown while though same they can spread awareness of their various discount based and free

services so that more and more people can use their services.

BIBLIOGRAPHY

1. REFERANCE BOOKSa. Marketing management- Philip kotlerb. Research methodology- Naresh Malhotrac. Organizational behaviour- aswathappa

2. WEBSITESa. www.gsrtc.co.in b. www.wikipedia.com c. www.slideshare.co.in d. www.businessdirectory.co.in e. www.academia.edu

3. Magazines a. Transportation management of India- January issue-2014

http://www.academia.edu/

http://www.businessdirectory.co.in/

http://www.slideshare.co.in/

http://www.wikipedia.com/

http://www.gsrtc.co.in/

Questionnaire

Sir/ Madam,

I, Gandhi Sani B. student of BBA from BRCM college of Business Administration, Surat, would like to seek your cooperation for our research work. The fundamental aim of our study is to know consumer perception of people of Sachin area towards GSRTC during January 2014 to march 2014. Your sincere reply will help us to understand the topic in detail and provide true results of the study.

Question # 01: Mark the services you are aware of, which are provided by GSRTC.

[You can select more than one option]

[ ] Online booking facility [ ] Festival services connecting to seasonal festivals

[ ] Express bus timetable through SMS [ ] concession to students and daily commuters

[ ] Buses connecting to industrial Zones [ ] Free travelling for girls living in Rural areas

[ ] Buses connecting to Ahmedabad international airport

Question#02: Do you agree that internal space and sitting arrangement of buses are comfortable?

[ ] Strongly agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree

Question#03: Are you satisfied with sleeping berth and internal space in sleeper buses?

[ ] Highly satisfied [ ] satisfied [ ] Neutral [ ] Dissatisfied [ ] Highly dissatisfied

Question#04: What do you feel about the price charged by GSRTC for their various services?

[ ] Very High [ ] High [ ] reasonable [ ] Low [ ] very Low

Question # 05 Do you favour that location of Sachin Bus Station is at right location?

[ ] Yes [ ] No

(If yes then jump to Question number 07 and if no then answer question number 06)

Question # 06: According to you, which of the following location would be a better location for a Bus Stand?

[ ] Sachin GIDC area [ ] Sachin Housing area [ ] Lajpor Central Jail area [ ] Sachin station Road area [ ] Any other Please specify: .

Question # 07: Rate GSRTC Bus Depots and Bus Stations on the following Parameters.

(where 5 stands for highest marks and 1 stands for lowest marks)

Parameters/ Factors 1 2 3 4 5CleanlinessSitting arrangementsInquiry counterWater facilityAdvance Ticket Window

Question # 08: Rate GSRTC and Railway following Factors. (Where you have to mark in the box only which you find better.)

3 Factors GSRTC Railway3.1 Rates charged3.2 Availability of buses /Train3.3 Cleanliness 3.4 Conditions of Buses/ train3.5 Routes covered3.6 Timings and punctuality 3.7 Comfort 3.8 Crowd

Question # 09: Rank GSRTC, MSRTC and RSRTC on following Factors.

(Where 1 is best 2 is average and 3 is worst)

3 Factors GSRTC MSRTC RSRTC3.1 Rates charged3.2 Availability of buses3.3 Cleanliness 3.4 Conditions of Buses3.5 Routes covered3.6 Timings and punctuality 3.7 Comfort

3.8 Crowd Question # 10: Rate the GSRTC bus services and private travelling service providers on following criteria.

[Here you have to rank only and here 1 is best and 2 is not best]

2 Factors/ criteria GSRTC Private Buses

2.1 Time taken for travelling2.2 Rates/ fare charges 2.3 Availability 2.4 Timings 2.5 Online/ advance booking facility 2.6 Condition of Buses2.7 Reliability of service provider

2.8 Cleanliness 2.9 Websites of that institute

2.10 Discounts on group booking

2.11 Discounts on return tickets

Question#11: Rate the conductors of GSRTC on the following parameters.

[Here 5 stands for highest marks while 1 for lowest marks]

Parameters 1 2 3 4 51. Behaviour of conductors2. Honesty 3. Helpfulness 4. Dressing sense

Question#12: Rate the Drivers of GSRTC on the following parameters.

(You have to round the number that you assign after evolution and here 1 is the lowest score while 5 is the highest score)

a. Careful driving 1 2 3 4 5

b. Fitness of driver 1 2 3 4 5

c. Addiction to alcohol 1 2 3 4 5

Question#13 Do you like the service of providing Express Bus time-table through SMS?

[ ] Yes [ ] No

Question#14 Rank the GSRTC’s website on following criteria.

(Note: Here you need to give answer by filling bars up to required length)

informative user friendly timely Updated speed of accessing0

1

2

3

4

5

6

Question#15: Do you agree that GSRTC Buses are always crowded?


Question#16: Do you favour that GSRTC should also start parcel courier services as MSRTC does?

[ ] Yes [ ] No

Question#17: Evaluate GSRTC bus service parameters by putting tick mark in appropriate cell.

Minimum

Timings

Maximum Minimum Punctuality Maximum

Question#18: Are you satisfied with the routes covered by GSRTC?

[ ] Yes [ ] No

(if yes then jump to Question number 20 and if no then answer question number 19)

Question#19 Name the routes or Highway segments on which you want that GSRTC should start Bus services.

1. . . 2. . . 3. . . 4. . .

Question#20: Do you agree that Quality of services provided by GSRTC has been improved after PPP (Public Private Partnership)


Question#21 Rate the frequency of various buses given below.

[Here 5 stands for highest marks while 1 for lowest marks]

Type of the bus 1 2 3 4 58. Ordinary/ local bus9. Express buses10. Intercity express buses11. Semi luxury/ Gurjarnagari Buses12. Luxury buses13. Sleeper buses14. Volvo and A.C buses

Question#22: will you recommend GSRTC Bus service to others?

[ ] Yes [ ] No

Question#23: Have you ever used the GSRTC’s mobile application for booking?

[ ] Yes [ ] No

(if no then jump to Question number 25 and if yes then answer question number 24)

Question#24: Rate the GSRTC’s mobile application for booking on the following criteria.

Parameter Low ……………………..Score……………………..……highSafety 1 2 3 4 5User friendliness 1 2 3 4 5Speed of operating 1 2 3 4 5

Question#25: Mark the services those are provided on the free bases or at discounted rates that you are aware of.

[ ] 82.5% discounts to students [ ] 100%discount to rural girls

[ ] Free travelling for 3 to 5 years children [ ] 10% discount on Return ticket booking

[ ] 5% discount on group booking

[ ] No payment gateway charges for mobile/online booking.

Thank you for your Valuable time and for helping us in Completing Survey!!!

Personal information (optional)

Name :__________________________________________________ ___

Address: .

.

Age :____________

Gender :____________

Contact No. :_______________ ________

Email-Id :_______________________________________________________