sree anjali project report

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KUVEMPU UNVERSITY

PROJECT REPORT

ON

MANAGEMENT OF CIT SERVICE BUS

A Case Study of

SREE ANJALI MTOORS, SHIMOGA

Submitted by:

Mr. Amruth Raj, S.R.

under the guidance of

Mr. T.D. Nagraj M.com

Department of Commerce

ATNCC Shivamogga

Submited in the partial fulfillment of

he requirement for the award of the Degree in

BACHELOR OF BUSINESS MANAGEMENT

ACHARYA TULSI NATIONAL COLLEGE OF COMMERCE

HSIMOGA -577201

2011-12


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Dedicated to

My

Adorable Teacher


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CHATPER-1

INTRODUCTION

SCOPE OF THE STUDY

OBJECIVES OF THE STUDY

LIMITATIONS OF THE STUDY

METHODOLOG USED


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INTRODUCITON

In the modern world, in each and every business there iscompetition. This competition has changed the concept of market from

producer oriented marketing to consumer oriented marketing. Todayconsumer is the ke factor around which all the activities of marketing arecentered. In such a situation, all marketers will try to understand what aredemanded by the consumers, and whether his goods or services already existin the market satisfying the consumer or not. For this purpose, the surveysare conducted and on that basis reports are made, which help the marketer toanalyze the attitudes of the consumer and their preferences. According tothe analysis, he changes his products or services.

This project has been oriented towards analyzing the preferences oftravelers towards the services of cit buses in general and the attitudestowards Sree Geethanjali Motors in particular. However, this project reportis based on different aspects like, marketing of services, transportation

background, and the primary data dealing with the perceptions of travelers incit buses towards Sree Geethanjali Motors. The analysis has


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been made by using statistical tools like; tables, percentages and diagrantsand the suggestions have given for improvement in services.

SCOPE OF THE STUDY:

The scope of the survey undertaken for the purpose ofpreparing this project report is wider to some extent. For studying thebehaviour of the passengers of city buses of Shimoga. Each and ever area ofthe city has been covered. The areas in wich the survey has been undertakenare: Vinobanagar, Ravindra nagar, Rajendra nagar,Durgigudi, Jainroad,Gopalagowda exptension, Tilak nagar, Park Extension, Gandhi nagar,B.H.Road, Gandhi Bazar, Bus Stand, Old Shimog areas, (i.e. B.B.Street,

Kote Road, S.P.M.Road, K.R. Puram etc_ Vidyanagar, Indira nagar etc

OBJECTIVES OF THE SUTDY:

Following are the objectives of preparing this Project Report

To full fill the partial requirement of B.B.M. DegreeTo study the market conditions of service marketersTo study the transportation in general


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To study the management process of transportation organizatioTo study the passengers attitude towards Sree Geethanjali

Motors busesto analyze the passengerss preferences and demands expected

from theSree Geethanjali Motors

To study how the Sree Geethanjali Motors. is workingTo study the problems ofSree Geethanjali Motors


The study conducted for the purpose of preparing this project reporthas some limitations they are:

1 Each and every person of the city has not been contacted.2. The perception about Sree Geethanjali Motors. has not been collectedfrom all the passengers of Sree Geethanjali Motors.3. On random basis the persons have been chosen and the obtained responsefrom them.

METHODOLOGY USEDFor carrying our this report both primary data and Secondary

data have been used. For studying the marketing of services, transportmanagement and general transportation, the secondary data has been used.Marketing management by Sherlekar, commercial geography and other

published books are the sources of secondary data used here.

For studying the profile of the organizaiton the owner hadbeen contacted and obtained all the data available with him.

For the purpose of analyzing passengers attitude the primarydata has been used through survey technique. For the surfs, the structured

questionnaires have been issued to the respondents on random basis throughdirect contact and necessary informations have been obtained from them.


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CHAPTER-2

MARKETING OF SERVICES

NATURE AND SCOPE OF SERVICE

MARKETING CONCEPT

GROWTH OF SERVICE MARKETS

CLASSIFICATION OF SERVICES

Consumer Services

Transport service

Industrial Services

Features of Service

PROBLEMS OF SERVICE ORGANISATION

DETERMINING OF SERFICE QUALITY

MARKETING MIX FOR SERVICE MARKETING

SERVICING QUALITY MODEL


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MARKETING OF SERVCIE

Nature and Scope of Service

Today we live in a service economy, the shifts has now been frommanufacturing the service. In developed countries, service account foraround 75% and 70% of the G.N.P capital is from services.

Service is no longer an industrial by-product. It has become apowerful economic engine in its own right. The growth in the economy is inservices, where the jobs are and the energy is. Service jobs are provided inservice industries like, banks, insurance, advertisers, medical staff, teachingstaff, trainers, consultants etc. In the service business we have Government

sector. Private non-Profit sectors and business sector offering wide varied ofspecialized services.

The American marketing defines service as activities, benefits orsatisfactions which are offered for sale or provided in connection with thesale of goods. The marketing of services offered for sale usually does notinclude the sale of goods to the customers.


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Such services are intangible in nature ie. they are not concreteobjects which can be seen, felt moved and so on. There is regular market forsuch services. They may be labour services or personal services or

professional services or institutional services like transport service.

when a customer buyer a service he buyer the time, knowledge,skill or resources of the provider of service. The buyer receives satisfactionor benefits from the activities of the provider.

Marketing Concept:

Under the marketing concept, a marketer adopts consumer oriented

attitude viz, the creation of customer (or client) satisfaction through theprovison of services. Carefully developed in response to the customer needsand wants. Profit is now regrded as a reward for creating a satisfiedcustomer. A business that applies consumer oriented marketing approach,centers all plans, policies, programmes and operations on consumer needs.Market segmentation and market demand identification receive greatemphasis.


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Growth of service Markets

In the context of marketing of services, the marketing meansthe creation and delivery of customer-satisfying services at a profit to the

provider of services. The role of customer satisfying services assumesunique importance to the customer-oriented marketing approach. It is veryimportant in sale of services to customers, that the customers be satisfied,that their needs and wants be fulfilled by the provider of service.

Since 1960 services of infinite variety have grown up inimportance. Ina ubyers market, no organization can survive long if it fails torecognise the significance of customer service and satisfaction. A businesscan earn profit only through customer service and satisfaction. This is true

to service marketing as well as marketing of goods with services.

Classification of Services:

Services can be classified broadl in to 2 categories

1. Consumer market oriented services2. Business market oriented services;.


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Consumer Services:

Following are some of the services sold to the consumer

a. Food servicesb. Hotels and motelsc. Personal care serviced. Car service firms (Garaeg)e. Entertainment servicesf. Communicaiton serviceg. Insurance serviceh. Financial service

i. Transport service.

Transport Service (We shall a brief discuss on it)

Railways, buses, ships and aeroplanes provide transport services formoving people and aeroplanes provide transport services for moving peopleand goods. Fsster growth has taken place in air transport. A person canhave round-the-world tirp inone fortnight. Air transport has become very

popular in international tourism.


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Industrial Services:

To felicitate the process of production many services like;finance and marketing are offered in the industrial market. Manufacturers,wholesalers and retailers bought and sold services along with goods in theconduct of their business. Industry wants the services of transport. storage,finance, insurance and communication as they facilitate the businessoperations.

Folloiwng are some of the important industrial services.

a. Financial serviceb. Insurance Service

c. Transport and warehousing serviced. Engineering servicee. Advertising and promotion servicef. Office serviceg. Management constancy

Features of Service:

The peculiar characteristics of services crate challenges andopportunities to the service marketers. They are as follows;


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1. Perishability2. Changing demand3. Intangibility4. Insepraability5. Heterogeneity6. Pricing of services.

Problems of service organization:

Following are some of the typical problems to be faced by themarketed of services.

1. Sale, Production and consumption of a service takes place almostsimultaneously.

2. A service canot be centrally, produced, inspected, stockpiled andwarehoused. It is delivered whereever the consumer is, by the peoplewho are beyond the immediately influence of the management.

3. A service cannot be demonstrated, nor can a sample be sent forcustomer approval or trial in advance of purchase. The provider ofservice can explain, promise and tell how the


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service has benefited other, but for the prospective customer service doesnot exist.

4. The importance of word of mouth (views0 expressed by customers,his impression about us, his or her belief in what people seek about usin an important factor i ndeciding whether or not he or she will availof our services and do business with us.

5. A service is frequently an experience that cannot be shared, passedaround of given away to some one else once it is delivered. Hence,every time there is an interaction, the customer goes back not merelysatisfied but also delighted.

6. The customers perception of service quality is more directly linked to

the morale, motivation, knowledge, skills and authority of the front-line staff of any service organization.

7. The receivers expectations are critical to his or her satisfaction withthe service. What he of she gets compared and contrasted to what heor she expects go et, determines customer satisfactions.

Determining of Service qualityThe criteria usually used by customers are:


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1. The service is easily available convenient times and places withoutwaiting beyond a reasonable time.

2. The marketers describe the service offered preferably in thecustomers language. This will assure effective communication and

promotion.3. The management through internal marketing creates a favourable

environment of voluntary employee support and incentives for goodperformance of service to all deserving employees. The front-lineemployees interacting with customers must be trained. They musthave the requisite skill and knowledge. They must be responsive,friendly, Considerable and respectful in their dealings with customers.Courtesy plays a rich dividend.

4. The employees of a service firm should assure consistency andaccuracy in their jobs. They must have customers best interest at

heart. The firms and its employees must build up credibility andgoodwill so that customers can act as talking advertisement amongtheir friends and relations.

5. If the employees morale is high, understanding and knowing or evenanticipating customer needs and desires will be easier and customerexpectations can be fulfilled.


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6. Well-managed service firms firmly believe in perfect positiveCHATPER-1

INTRODUCTION

SCOPE OF THE STUDY

OBJECIVES OF THE STUDY


METHODOLOG USED


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INTRODUCITON


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6. Well-managed service firms firmly believe in perfect positivecorrelation between employee relations and customer relations. Onlysatisfied and delighted employees can guarantee satisfaction anddelight to the customers. Hence management must regular auditemployees satisfaction with their jobs. Job satisfaction is the masterkey of customer satisfaction.

Marketing mix for service marketing:

Under the broader product concept we have two elements:

1. Product component

2. Service component.

When marketers take about a product they have in mind thephys9ical product plus accompanying services, plus expected benefits orsatisfactions. It is said that a product is really a bundle of expectations.Thus, under this concept marketers merchandise customer benefits andservice. Therefore, a product may be a service or physical, tangibleobject to be sold at a profit must fill in consumer needs and desires i.e.consumer satisfaction. Both demand customers oriented marketing.


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approach. Both have similar ingredients in the marketing mix. Marketingplanning and strategy involve similar techniques in the sale of product orservice. A service industry is also required to formulate it smarketoriented plans and programmes involving product i.e. service planning,

pricing, promotion and distribution. This is similar to the product mix.We need market segmentation and differentiation for marketing ofservices. Thus, the entire process of marketing is common and similar inthe marketing of goods or services.

Service Quality Model

Gronoos model is an important contribution to the marketingstrategy; in service marketing. He has added people as the 5th P in the

marketing mix for service. People includes internal marketing andexternal marketing and interacting marketing.

Internal marketing deals with training and motivation ofinternal customers i.e. employees.

Service Quality Model:

Gronoos model is an important contribution to the marketingstrategy; in service marketing. He has added people as the 5th P in themarketing mix for service. People includes internal marketing andexternal marketing and interacting marketing.

Internal marketing deals with training and motivation ofinternal customers i.e. employees.


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External marketing concentrates on preparation, pricing,promotion and physical distributed of service, usual 4 Ps marketingmix.

Interactive marketing tools after best relations and interaction betweenemployees and customers. We must note that service quality is entangledwith the service deliver. Here we want employees skill in handlingcustomer contacts. Best communication can build a bridge ofunderstanding between employees and customers.

All service marketers give special attention to the 5th P for serviceorganization. Human relations have a unique role in service firms.


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CHAPTER-3

A STUDY OF TRANSPORTATON IN GENERAL

ELEMENTS OF TRANSPORT

IMPORTANCE OF TRANSPORT

ESSENTIALS OF AN EFFICIENT TRANSPORTSYSTEM

TRANSPORT FUNCTIONS

FORMS OF TRANSPORT

ROAD TRANSPORT

TRANSPORT OF INDIA

IMPORTANT FORMS OF TRANSPORT IN INDIA

IMPORTANCE OF ROAD WAYS IN INDIA

BVS TRANSPORT


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TRANSPORTATON

The term transport is derived from 2 Latin words Trans andPortare. Here trans means across of the other side, and portaremeans to carry. So transport literally means to carry; to the other sidefrom one place to another. In other words it refers to the movement orconveyance of goods and persons from one place to another.

Elements of transport

Transport comprises many elements various elements oftransport are:

1. Way or route2. Vehicle3. Motive power4. Terminals

1) Way or Route:

Way refers to the trank on which the vehicles move. In otherwards it refers to the route followed by the vehicles in the movement ofgoods. Tracks or route is absolutely necessary for every form of transport.The way or route may be pathway.


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roadway, railway, waterway, or airway. The way may be natural or artificial

2) Vehicle:

Mere way or track is not enough for the movement of goods orpersons. Some form of vehicles are absolutely necessary; to completetransportation. Because, goods or persons are carried on the track or routeonly by some form of vehicle.

3) Motive Power:

Beside track and vehicle, there should be some motive power. Forthe successful operation of transport service there is the requirement of

power. Because the vehicles cannot be moved on track or route withoutmotive power. The motive power may be human energy animal power, coal,steam, petroleum products, electricity, or solar power.

4) Terminals:

Terminals refer to the place from where the vehicle starts tomove and where the vehicle ends its transport. Except in case of roadways,in all other forms of transport terminals are essential. This is because thevehicle runs only between two terminals. Railway stations are the terminalsincase of railway transport.


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ports are the terminals in the case of ship or water transport and the airportsare the terminals incase of air transport.

Importance of transport:

Transport plays a vital role in the economic development ofevery county. It has been rightly said that if agriculture and industry arethe body and bones of a natural organism, transport and communication arenerves.

Transport lies route for the whole marketing process. Assembling ofraw-materials at the centers of production and the distribution of finisehdgoods to the ultimate consumers are done only through transportation. From

production to final consumption of a product requires transportation.Transportation provides place and time utility to a product. Transportationmake goods available at the place where they are needed. And also makethem available at the time when. They are demanded by human beings i.e.customers. In fact much of the value added to the goods by marketing thetransportation smoothers the marketing process


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Transport is not only concerned with the movement ofgoods and persons from one place to another, but also contributes to thesocial and cultural advancement of the country. It has been rightly said, themoving wheels (transportation0 have made the civilization. In shorttransport is the key; to the economic, political, and social progress of everycountry.

Transportation takes us where we want to go and brings for us,nearly every thing we eat, wear, and use in our daily life. Airlines passthrough the sky carrying passengers. They create link between the countries.Trains run across teh countrysiide carrying both passengers and all type of

products or goods. Automobiles, buses and all type of product or goods.

Automobiles, buses and huge truck run along the streets, roads and highwaycarrying passengers and goods for shorter distance where there is rule oftrain facilities. Ships steam across oceans and along lakes and rivers. They

provide for foreign trade by carrying bulky and heavy goods from onecountry to another.

Without transportation our modern society could not exist. Wewould not have no metals, no coal, nor would have any


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products made by using these materials. Besides we would have to spendmost of our time for raising foods and other necessaries of life. And food,would be limited to the kinds that could grow in the climate and soil of ourown and neighbour only. Further, if the patient lives on an isolaed place, thetransport enables them to make cured. Transport enables the completion ofnational and international sport contests. In times of disaster, transportationcan rush aid to the persons striken by floods, famines and earthquakes.

In the present situation the transportation is as electricity. It ispossible to reach the places whereever it may; within a short plaid becauseof well-developed modern science and technology, which will investtremendous speed in transportation system. Within a few hours, we canreach any part of the world from modern transport system. As a presentsituation, without transportation our daily activitys are impossbile. So

transportation is one of the main serving function of the nation.

Essentials of an Efficient Transport System

No doubt, that the transport has various benefits. But they can be enjoyedby a nation if the transport system is efficient.


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Following are some of the important essential features of an efficienttransport system.

1. Low service cost.The cost of transport must be as low as possible. Low cost oftransport contributes to the competitive efficienc of an enterprise,which is must in these days of cutthroat competition

2. Service Speed:\

Speed of service is very important in the movement of persons andgoods particularly perishable goods. In fact it is the speed of service that

provides time utility to the goods.

3. Service regularity:

The usefulness of transport service can be availed when it is regular.Service regularity is an essential factor in transport.

4. Service Flexibility:

An efficient transport systems must be flexible In other words, thetransport service should be available from any part of a country.

5. Safety in movements:

There should be ssafety in the movement of goods and services. Inother words, the transport system should ensure the safety of passgersand goods.


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Transport functions

Transport perform different functions in different areas.

1. Transport widens the market for goods by facilitating the movementof goods form one place to another.

2. Transport helps agiruclture development by facilitating the movementof seeds, chemicals, fertilizers, pesticides and insecticidees andmahciner to agriculture fields. Thus, it had contributed to thecommercialization of agriculture.

3. Transport helps the industrial development of a country. It helps theregular and prompt movement of raw-material, fuels and labour to thefactors. It also facilititates the movement of finished products from

production centers to the marketing centers or consumption places.This, it leads to industrial develoopment.

4. Transport contributes to the develpoment of mining petrol industry,and so on.

5. By developing the agriculure and industry, the transport contributes tothe developing of the economy of a country.


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6. By widening the market for goods, the transportation facilitates large-scale produciton.

7. Transport contributes to the territorial and geographical division oflabour. This division of laobur is responsible for national andinternational trade.

8. Transport helps in decentralization and diversification of industrywhich inturn contributes to the balanced regional development of anation.

9. Transport contributes to the development of towns, cities and parts.Hence the balanced regional development is possible.

10.Transport provides employment opportunity both directly andindirectly to millions of people.

11.By facilitating redistribution of population, the transport helps in the

reduction of pressure of population to some extent.12.Transport promotes culture development and tourism by providing

link between different parts of the world.13.Transport contributes to the national unity.14.Transport contributes to the efficient administration of a counry.


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15.Transport provides vital link between developed countries and under-developed countries, and enables the under developed countries todevelop economically.

Forms of Transport

Transport system can be broadly classified into three categories.They ae:

1. Land Transport2. Water Transport3. Air Transport

1. Land Trnnsport.

It can be divided into 4 types

1. Human porter2. Pack animals.

b. Roadwaysc. Tramwaysd. Railways

2. Water Transport

It can be divided as below:a) Inland water way:


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a. Canalsb. Lakesc. River

B) Ocen or Marine Transport

a. Coastal Transportb. Overseas Transport.

h. Linersi. Tramp

3. Air Transport:

This form of transport is of recent origin. The main feature ofthis type of transport is speed and is theefore suited for passenger traffic.However it is costly and is for away from a common man.

It can be classified as below:

a. Special or chartered flightsb. Regular Airlines.


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Road Transport:

Road is an important division of land transport under this category thevehicles are used to carry the goods as well as passengers thorugh roads. Theroadways can be subdividied into the folloiwng.

1. Draught animals or animals drawn vehicles2. Motor vehicle like; cars, trucks, buses, etc.

Motor Transport:

Motor Transport refers to the movement of goods and people on roads

through motor vehicles like; lorries or trucks, buses, cars, two wheelers andthree wheelers. In fact the motor transport is itself popularly known as roadtransport.

Advantages of Road Transport.

Road transport plays a vital role in the developing of a countryeconomically, socially as well a culturally. Following are some of theimportant advantages of road transportaiotn.

a. Every part of a country can be reached by road transport.


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b. Door-Door delivery of goods can be easily effeced through roadtransport.

c. It is convenient for short distance traffic and light articlesd. it is speeder than type of transportation over a short distance.e. As the road vehicles are small and compact they can get goods early:f. In case of road transport goods can be collected directly from vendors

and can be delivered directly to the receivers easily without antransshipment.

g. Road transport is flexible because the vehicles used in road transportdirections and conect different places.

h. The cost of operation of road vehicles is comparativel lesser thantrains and air vehicles

i. Road transport supply feed to other mode of transport vehicles like

railway, waterways and airways.j. It is very useful for the quick movement of perishable articles over a

short distance.


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Road transport will access to the rural areas and hilly regions. which ae verydifficult to access by railway or airway or waterways.

k. The development of culture and cifvilizaiton is possible by road ways.

l. The road transport contributes to the effective administration of acountr by facilitating the quick movement of police, arms etc, in timeof political disturbance.

m. Road ways helps the defence of a country by faiclitating te movementof troops, arms and amenities in the time of war.

n. Road ways will give employment to millions of people both directlyand indireclty.

o. Road transport is an important source of revenue to the government.

p. Road ways contributes to the development of agriculture byfacilitating the movement of seed, pesticides and fertilizers toagricultural land and movement of agricultural products to the marketand to the consumers.

q. Road ways helps in the development of industries by facilitating themovement of raw-materials to the factory and


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finished products to the market and to the prospect i.e. final consumer.

r. By facilitating the development of agriculture and industry the roadtransport contributes to the total economic development of a nation.

s. Road transport facilitates the efficient of allocation of resources of anation from the place where are available to the place of theirrequirement.

Disadvantages of Road Transport

The road transport suffers from certain drawbacks. They are.

1. It is not suitable for the movement of bulky and heavy articles overlong distance.

2. Its carrying capacity is limited3. In road transport goods on transit or exposed to sun, rains, winds etc.4. Road transport is less dependable as the chance of breakdown of

vehicles is frequent


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5. Some items in rainy seasons unsurfaced roads become unfit fortransport.

6. Road transport is not regular, as it does not run to scheduled timings.7. It is more risky than railway transport.8. In the case of road transport rates are not standardized and stablized9. It is subject to frequent loading and unloading operations.10.It is costly.11.Its speed is limited.

Transport of India

Need for adequate transport system in India.

An adequate efficient and cheap transport system is essential for Indiafor the following reasons.

1. India is a huge big country with compare to other neighobur countries.She has long distance to be covered by an adequate transport systems.

2. Transportation is to be serve the huge populated India.


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3. The vast national resources of the country remain un explited becauseof inadequate transport systems.

4. The country has the accessible position by the efficient system.5. The external or foreign trade of the country is still in the primitive

stage because of the absence of well-developed transport systems.6. a substantial portion of the industrial resources of the country remain

unutilized on account of the absence of cheap transport, required forthe movement of raw-materials and finiished goods.

7. The country needs an efficient transport system for the efficientadministraion, promotion of national integration and defense of thecountry.

Important forms of transport in Idia

Almost all varieties of transportation means are being used in India.like; animal s, roadways, railways inland waterways, ocean or marinetransport and air transport.


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6. Roadways are the feeders for railways and the road transport will givemore employment opportunities to lakhs of people which intermreduces the burden of unemployment.

7. Roadways carry about 20% of goods traffic and 30% of passengerstraffic.

Bus transport:

After the industrial revolution, motor transport has beenincreased in the world. In the modern days motor transport has become a

popular means of transport. Bus transport is one of the means of motor

transport. Buses carry peoples from one place to another and also luggageof te passengers. usually tar roads are used by buses to run.

Importance:

Buses are the Conveyer builders of nation. Bus transport is of vitalimportance for the movement of passengers. All the movement of

passengers area begins as well as end by taking the help of buses. Buses areused for multipurpose activities. It provides maximum social advantageswithout spending huge amount of money. The poor as well as rich peoplecan use the buses. Bus transport is very necessary for the community


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development. Buses are the best means of transport to creae demand for theindustrial goods. A network of buses is essential for the transportation of

passengers.Bus transport is important for the economic develoment of anunder developed and developing countries. Bus transport is a branch of roadtransport. It functions as a feeder, for railways, airways and waterwayswhere people are to be move a distance. Thus, it is a link between othermeans of transportation of passengers. It plays a significant r ein bringingabout social, political and economic development of a country

Merits of Bus Transport:

1. Quicker:

Through bus transport, quick movement of passengers at any place ispossible. It is a great adventure to the people. This type of advantage is notoffered by any other means of transport. it is worthy to be noted here that,the passengers are go and come at a quicker time.

2. Flexible:

Bus transport is flexible than any other means of passenger transport.It is not fixed. The passenger can be picked up at any


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place at any time. Also any one passenger can step down from the vehiclei.e. bus at any time and place he want.

3. Less Costly;

The cost of maintenance of buses is lower that of other means ofpassengers transport say trains air vehicles or ships. Hence, bus transportinvolves less capital investments in terms of both time and money. It is lesscostly and cheaper for passengers.

4. Safety:

Bus transport is safet whe ncompared to other means ofpassengers transport. For shorter distance it is less expensive.

5. Wider coverage:

Buses cover wider area than that of other passenger transportationmeans. :Buses cover the area, which cannot be covered by other transportmeans. Even i nhilly regions the buses can be used.

6. provide wide market:

People can reach the market through buses and perform theactivities of buying and selling of goods, which would not be


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transported by railways. Thus, bus transport widens the market forindustrial products as well as agricultural produces.

7. Part of defense;

The extensive use of buses is necessary, for modern defense ofa nation. For the movement of the army and their equipment (arms),busesare necessary. It is also necessary to maintain law and order within thecountry.

8.. Serve the rural areas:

Network of bus transport help the people of rural area and bring themto the door of development.

9. Source of Employment:

Bus transport provides opportunity of employment to bothskilled & unskilled worker. It gives employment to millions of people in theform of engineers, drivers, conductors, cleaners, office workers, mechanicsetc. Thus, if will help to reduce the problem of unemployment. Intern itwill help economic development of the country.


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10. Less overhead expenses:

Compared to other means of passenger transport, overheadexpenses are less in bus transport.Demerits:

1. Unsuitable for long distance:

Its capacity of undertaking long journey is limited. It is not suitablefor long distance. The Indian roads add their gift to this problem

2. Unsuitable for bulk goods:

Bus transport is specially meant for transportation ofpassenger. Along with passenger they cary the goods of light weight. Bulky& heavy goods are not carried through buses.

3. Accidents:

There greater chance of accidents in bus transport. Accidents can beoccurred to buses at any time and place.


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CHAPTER-4

STUD OF TRANSPORT MANAGEMENT

TRANSPORT MANAGEMENT

OPERATING COSTING ORSERVICECOSTING

COST CLASSIFICATION

TRANSPORT COSTING


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TRANSPORT MANAGEMENT

In the consumer services the transportation occupies asignificant place. The heavy intercourse of human resources has been

possible mainly on account of the latest development in the field oftransportation like; Aeroplane, ships, Railway and buses. All these modes oftransportation contribute a lot to the production factor, and hence themanagerial decision plays a sensitive role not only to observe the increase oftheprimary and secondary sectors of the economy, but also to reduce thegrievances of society. The urbanisation and industeriaizaiton have gained arapid momentum mainly due to the invention and innovations made in thefield of transportation.

The marketing mix of transportation service is profitable,

economic as well as convenient particularly in the Indian context; the publicenterprises have been contributing a lot to the develoopment oftransportation. I nIndia two transportation is controlled and managed bythepublic sector and private enterprises.


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In the transportation service, the produciton or planning for theservices needs special mention. In this respec, the managerial decisionshave to establish a ground of consumer service, or in the carrying needs ofthe society. In the production of service, the managerial decision areaswould be to initiate qualitative improvement by offering quality buses,trains, aeroplane or ships.

In this distribution of transportation service the managerialdecisions have to see that actual users of the service get all the benefits orconvenience as planned by the management. In the context of teh consumertransport services the distribution mix should be designed in the backgroundof stock of let of passengers utilizing the services. For example thedistribuiton mix of the tourist or super deluxe buses woul dnot be as found in

the ordinary buses because the passengers utilising the services are morerefined and distinguished. In the same way the distribution mix of superdeluxe trains and ordinary trains would not be one and the same.


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In the transportation service the designing of distribution mixrequires our special mention towards offering of services, refreshing the

passengers, entertaining the passengers and behaving with them etc.

In the marketing mix of transportation service the pricingmanagement is more complicated one. It is quite natural because thetransport service is consumer oriented, of course, the transportation serviceshave been bearing huge social costs, in fact, and the social costs have beenaffecting the financial availability, Still they are not allowed to discontinuethe loss bearing services.

In the pricing management, of transportation service, the take isto estimate the quality of service rendered and the quality of service

rendered and the quantity of the service availed off.

In the Indian context, the private enterprises have beensuccessful in raising their transport investment, where as the publicenterprises have been incurring huge losses. It is quite wonderful that,as the quantity of passengers, scale of pricing, quality of passengersand quality of roads are one and same, but


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the rate of return on capital invested is showing wide range variations.

In the transportation service, the promotion mix occupies animportant place. The personal and impersonal communication,demand priority attention. The advertising programme is alsoessential. In addition, the promotional incentives also deserve specialmention.

Operating Costing or Service Costing:

There are concerns, which do not produce goods, but operate orprovide services. Such concerns are naturally interested in knowing the costof providing a service is known as operating cost, and the method of

ascertaining the cost of operating or rendering a service, it is also known asService costing.

Features:The main features of operating costing are.

3. Operating costing is adopted by concerns, which do not provide products,but operate or provide services.


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4. The service of a concern may be sold to the public or may be used withinthe enterprise. Transport companies sell their service to the general

public.

4. The services rendered by concerns adopting operating costing to allthe cutomers are uniform.

5. The services rendered b concerns adopting operating costing to all thecustomers are uniform.

6. The large portion of the total capital is invested on fixed assets, andonlyh a small portion of the total capital is working capital.

7. The distinction between fixed costs and variable costs is of greatimportance, because, the economies of scale of operationsconsiderably an affect the cost per unit of service rendered.

8. Generally, the operating costs are period costs, in as much as theexpress are accumulated or collected for a period, say, a month or aquarter and they are related to the quantum of service rendered duringthat period.

However in some cases, the operating costs may be terminal costexample where bus is chartered or hired for a specific trip, thin the costof such a trip is worked out treating it as a specific job.


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Undertaking which adept operating costing

The operating costing is adopted by undertakings, which do notproduce goods, but provide service. Road transport companies, watertransport companies, and air transport companies.

Gas electricity and water supply undertaking schools andcolleges hotels, canteens, theatres, etc, are the concerns to which theoperating is applicable.

Operating cost unit:

The cost unit under operating costing may be a simple unit if service

or compsoite or compound unit of service. In most of the cases, the castunit is a composite or compound unit, consisting of tow or morestastistical factors each of which is related to the service rendered. In thecase of passenger transport service the unit of cost is per passengerKilometer.


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Cost classification:

The various expenses incurred in providing services can be classifiedand accumulated under three heads: They are :

1. Fixed or standing costs2. Maintenance cost and3. Operating or running cost.

The general costs of providing the service and called fixed orstanding changes. The are fixed costs.

The cost of maintenance if services in an easily available condition

are called maintenance changes, they are semi fixed or semi-variable costs.

The costs of actually rendering the services are called operating orrunning charges. They are variable costs.

Transport costing:

Transport is a kind of service so, transport costing is a kind ofoperating costing or service costing. Transport costing refers to thedetermination of the cost per unit of service rendered by a


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vehicle, say, the cost per passenger Kilometer or the cost per tone-kilometer.

Objects of Transport Costing

the main objects of transport costing are:

1. To ascertain the cost per unit of operating a vehicle and to fix the ratefor the carriage of passengers or goods.

2. to compare the cost per unit of operating one vehicle with that ofanother vehicle and to ascertain the efficiency of each vehicle.

3. To control the cost of operating each vehicle4. To compare the cost per unit of one means of transport with that of

another and to find out the profitable means of transport.

5. To help to fix the hire changes of a vehicle, where a vehicle is givenhire.

6. To help to apportion the cost of transport between differentdepartments which avail of the services of transports.

Features of Transport Costing.

The main features of transport costing are


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1. In transport costing the cost per unit of service rendered by a vehicleis determiend.

2. The cost per unit of service rendered b a vehicle is ascertained bytaking into account the distance covred by the vehicle and the numberof passengers or the quantum costing, the cost unit is generally acomposite or compound unit like, the passenger kilometer or tone-Kilometer.

3. In passenger vehicle, the total units of services are ascertained bymultiplying the number of passengers carried and the distancecovered.

4. The costs of operating a vehicle are generally period costs as such thetotal cost of operating a vehicle during a given period, say a month ora quarter, are related to the total units.


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CHAPTER-5

ORGANIZATION PROFILE

INTRODUCTION

OBJECTIVES

GROWT AND DEVELOPOMENT

MARKETING MIX OF SREE ANJALI

MOTORS

ADMINISTRAITON OF THE FIRM

RECEIPTS EXPENDITURE AND PROFIT OFSRR

ANGALI MOTORS


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ORGANIZATION PROFILE

When we are going to conduct an analysis or survey relating toa busienss firm. first of all it is necessar to Know in detail about the

particular firm, now we can go through in dettail of Sree Anajali Motors.

Mr. D.G. Subramanyya has started to serve the people through bus byprovidnhg them as easy mode of travelling within the city of Shimoga. Hestared his business with the title Sree Anjali Motors in the Month

November 2001 with a main intention to provide transport facility to thepeople of Shimoga cit especiall for those areas where there were on anyfacilities of cit buses.

At that ime, the people of teh areas of sigehatti, K.R. Puram S P MRoad and Kote Road of Shimoga city were suffering from lack of cityservice buses, to have contact and to travel to other side of the city. Nodoubt that there was the availabilit of autos but they are ver costly that thecommon man cannot use them.


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Before 1990 there was a government city bas ranning in this particular ara.But because of the road conditions traffic, poor response from the public,opposition from the autos. The Government city service bus was stopped.Then arose the necessity of cit service buses.

Mr. D.G. Subramanya the proprietor of Sree Anjali Motors is livingin thjis area and is a leading politician of rea. He was very much concernedabout tscarcit of cit service bus to the people of this area. He wanted toserve the people as much as possible. An opportnity has came to him in theyar 2001. I nthat year the Road transport officials have called tender frominterested people to run the private cit service bus to provide transportationfaclit to these areas. Mr. D.G Subramanya saw this opportuijty and appliedfor the tenders. He discussed with his friends, businessman, general public

and other cit bus owners to start an efficient trnsport means in these areas.The road transport officials gave green signal t him to ru ncity service bus inthese areas.


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Mr. D.G Subramanya has started Anjali with one bus, whichhad been bought from Mangalore. The bus was a second hand bus and theowner had reconditioned it in the garage of Sree Vijaya Motors, Shimogaand stared to run the bus. In the beginning teh autorikshaw drives hadoppopsed him and tried to stop the bus service. But Mr.D.G Subramanayhad not stoped he faced all the risks and solved te problems, now. he owns 5

buses all are running in t same route without any opposition and competitoinin these areas. The people of this rea are very happy as the have an easymeans of city transport and the are very much proud of subramany for his

brave and hard work.

From the commencement, the Sree Anjali Motors had never steppedback at any time. This is because of the owners hard and built the enterprise.

His efficient, prompt and hard work of knowing the problem of thepublic aswell as his workers in the field of transportatoin is giving fruit today. Theconcern is well popular now in the areas under its coverage and is wellestablished enterprise.


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Incorporation:

The Sree Anjali Motors started its operations of providing servcie inthe month of Nocember 20001. It is a sole trading organzation.

Objectives;

The main motto of each and every business is the earn profit. Becauseif they do not earn profit, it is not possible to them to service. TheSre AnjaliMotors is though started with te main intentiion of prolviding cit bus servcieits secondary object is to earn the profit or income. Following are its otherobjectives.

1. To facilitate the people travel from one side to other side of ShimogaCity.

2. To Facilitate the public to travel easil and economically with in thecity.

3. To reduce the burden of heavy expenditure of the people by usingautos other means of transport.


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4. To give cit bus facilit to the people of clark pete, Sigehatti, B.B.Street, S.P.M. Road and Kote Road of Shimoga City.

Griowth and Development:

From the time of Commencement of business proceeding. Sree AnjaliMotors Never stopped at any time. In all phases it has been developed anddeveloping. There are several stages for a product or service in the productlife cycle. Namely introduction stage, growth stage, maturity stage,saturation stage and declining stage. The Anjali Motors are i ngrowth stagethat is wh it has been mentioned that the organization is developing.

Marketing mix of Srre Anjali Motors

In the contest of service marketing, the marketing of service means thecration and deliver of customer satisfying service. To fulfull th eneeds andwants of teh consumers through is servies.


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Bus transport is of vital imortance for te passengrs. All themovement of passengers begans and ends b taking bus. The bustransportation is essential for the transportation of passengers.

Sree Anjali Motors providing transport facilities to thepassengers of Shimoga city. The main aim of Sree Anjali Motors is toprovide service to tpeopole through bus transportation. So the cost charged bth Sree Anjali Motors is not costly. It is heling all classes of people to movefrom one pare of the cit to the other.

2. Number of buses Owned

Sree Anjali Motors was started with onl one bus, in the Month

November 2001. For first one and half years te organization had workedwith only one bus o nmarch 2002 another bus was purchase. Recently onOctober 2004 th ethird bus was purchased now all 5 hours are running in thesame route in Shimoga City.


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Following tabl eshows te number of buses owned b SreeAnjali Motorsyar b year

YEAR NO OF BUSES OWNED2001 1

2002 2

2003 3

2004 5

2. Area covered by Sree Anjali Motors;

Buses cover wider area than teother modes of transportation. Itis not possible to provide any other means of passenger transportaition rather

than buses, within the cities like Shimoga as cit service transportaion. Nodobut in some metropolitan cities we can here the name of city trains, butthey cover only major areas of t cit and not all the areas. Therefore buses

play a vital role in providing city service transportation.

Sree Anjali Motors was started with an objective to provide bustransport rfecilit of taprts of Shimoga city where there were no cit service

buses operating. The areas in which


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The SreeAnjal Motors run are: indiranagar, Urugadur, SahydrCollege Bridge Circle, Lote Area, S.P.M.Road,B.B. Street, K.R. PuramClarkete, N.T Road,B.H.Road,Durgigudie, Nehru Road, Ravindranagar aVinoba nagara and Gandhin nagara.

The total mile covered by Sree Anjali Motors in the beginningwas jsut 160 K.M. per day. As the number of buses increased the total aeacovered by Anjali had also been increased. Now the total miles covered isnearl 800 K.M. per day. The bello wmentioned table shows the same.

Table Showing total miles covered bySree Anjali Motors

YEAR TOTAL K.M.COVERED

TOTAL KMCOVERED PER DAY

2001 57,6090 160

2002 115,200 320

2003 172,800 480

2004 288,000 800


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3. Pricing polic of Sree Anjali Motors:

In the marketing of services, there is a greater opportunity forthe managerial activity in the area of pricing managerial a creativity, sketland imagination play a vital rol ein framing the pricing decision. Here, pricedetermination of price is critically important. Generally, in case oftransportaoin, cost plus pricing is used to determine the price per passengerkilometer.

The Sre Anjali Motors charging the fare in the following manner:

a. For first 2 Kilometer, Rs 2/ per head.b. For next 2 Kilometer s. 0.50?- per head (iu.e for first 4

kilometers Rs. 2.50/ per seat0

c. For next 2 Kms. Rs. 0.50/- per head (i.e. for first 6 Kms Rs.3/- per seat). However, the price is charged subject to aminimum of Rs. 5/- per passenger for a tirp of 20 kilometer.

4. Promotional Progtramme of Sree Anjali MotorsL

It is easier to sell something can see, felt anddemonstrated. But it is not so eas as that of selling a product to sell theservices in the service market. So the managements


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task in building a promotional programme for intangible services is verydifficult.

In case of marketing of services we find that the personalselling, advertising and other indirect forms of promotiioin are used.

Sree Anjali Motors had taken many promotional measures toimprove it serves. it has adopted modern technology and equipments toimprove the condition of the buses, appointed well-trained drivers to reducethe accidents. This ensured the public safety during their traveling. It isgiving the students the concession in far. it had rescheduledits timings tomake the bus service available to the entire public as far as possible.

Good seating facilities have been made and other all necessary stepshad been taken the firm. This has increased the reputation and goodwill ofthe firm and automatically improved the business and the earning of thefirm.


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5. Distribution mix of the firm:

In case of service marketing the is no middleman in the channelof distribution. The service is directly renderedy by the provider to theconsumer. Because, the service cannot be supported from the provider andthe user. The seller or provider of service will select a market where there ismaximum consumer or user traffic.

The Sree Anjali Motors is distributing its service in Shimogacity. The areas where there is a need for city service buses. it is operatingits business of running city service buses. It is also providing city busfacility to the historical place of the city namelyh Kote Anjaneya Templewhich is popularly known as Durvasa Ksheetra.


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ADMINISTRATION OF TE FIRM

1. Capital investment:

Bus transport is less costlier than that of railway or airway orwaterway transportaiton. Not only the overhead expenses like operating andmaintenance expenses, but also the capital investment on buseses are lesser.So, a person having a small amount inhis packet can buy a bus and starttheproceedings. Of ourse, he must first obtain the route license and appointdriver conductor and cleaner, further the risk is more. However from the

point of view of capital investment it is easier to start bus transport business.

In the case of city service buses, even there is no need to purchase a

newly built-up bus, a second hand bus, being in the running condiiton isenough. Because, in city service bus transportaio, theroute of journey is notso longer and the buses will run within the city. If there is any problem andneed repairs, quickly the bus can be repaired a sit does not go far away fromthe city. Though some trips are cancelled it does not.


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result is heav loss, as that of long route buses. The passengers are also doesnot bother about the new bus or old bus, they want some cheaper means oftransportation to move to other part of the city.

The modern banks have made it easier to have a bus and proceed withoperator of bus transport. They facilitate financial assitance to buy the busesand the borrowings are naid back on installments. This helped a commonman with managerial skill and risk bearing capacity to start the bustransportation.

The Anjali Motor was started by with second hand bus which costingRs. 600000/-. The proprrietor had invested his own money amounting to RS30000/- and the rest of theamount was borrowed from MONARACH FINFIANNCE CORPROATION a financial isntitution, by hypothecating the

bus

The capital and asset position of Sree Anjali Motors of follows.

Capital 12,50,000

Borrowings 4,00,000

Asset 16,50,-000


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So as on 31-12-2004, the total asset of sum is 16,50,000 total assetshere mean the total of the bused of sum at of total worth of assets i.e.16.50,000 the owner and contribution or the capital is 12,50,000 and theother 4,00,000 is borrowing from the finance institution.

2. Employment opportunity given by Sree Anjali Motors:

The bus transport provides employment to millions of people.This is the major advantaeg of the bus transport. However, the employmentopportunity in Sree Anjali Motors is little bit elsser. Because, it is not a big

business organization, it appoints only drivers and conductors.

In the beginning when Sree Anjali Motors has stared its operations.

there are 3 workers in the firm. Now the number of workers increased to 10member. 5 members are drivers and the other 5 workers are conductors.

the organization appoints the workers on daily wage basis. They arenot the permanent workers. We will hope that the Sree Anjali Motors will

provide more employment opportunity in the future.


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3. Remuneration of Employees:

It has been already discussed that the workers of Sree Anjali Motorsare appointed on daily wage work. The amount of wages given by Sreeanjali Motors is as follows.

a.To drivers: Rs. 120/- per da plus Rs 50/- per da for emaks.To conductors; Rs. 100/- per da plus Rs. 50/- as alowance for meals.On teh festival of Deepavali, ever employee will be provided with a newdress.

Receipts Expenditure and profit of Sree Anjali Motors

Receip:

Every business organization have both receipts as well as expenditure.The organization that provide transport services have the reciepts in he formof collections from passengers or in the form of hire charges. The mainsource of income for the bus transport organizations is the collections fromthe passengers.

The total receipts i.e. collections Sree Anjali Motors as follows.


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Table Showing Year wise receipts of the organization

year ended on Total receipots of the

year

Monthly receipts of teh

year2000-01 4,50,000 37,500

200102 9,00,000 75,-000

2002-03 13,50,000 1,12,500

2003-04 22,50,000 1,87,m500

From November 2000 to Mardch 2001 the total receipts were Rs.45000 with an of Rs 37,500 per month.

In the second year, i.e. 31-03-2001 to 313-2002 the receipts haveincreased to 9,00,000 and monthly receipts had increased to Rs. 75,000/-

Inthe third year, i.e. 341-03-2002 to 31-03-2003 the reciepts haveincreased to 13,50,000/- and monthly receipts had increased toRs 1,12,500/-

In the last year i.e. 31-03-2003 to 31-03-2004 the receipts haveincreased to RS 22,50,000/- and monthly receipts increased to Rs 1,87,500/-


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CHART SHOWING RECDIEPTS OF SREE ANJALIMOTORS FOR THE LAST 4 YEARS


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For the year ended 31-03-2004 the total receipt of the firm areamounted to rS. 20,50,000 and monthly receipts gone up t Rs.18,75,0000/-/ In this particular year the nubmer of buses hadincreased to 4.

c. Expenditure:

There are various types of expenditure in a bus transportorganization. Some of them are: Garage rent, Insurance, Road Tax, Licensefees, Vehicle tax, Supervision cost. Salary of the workers, cost of tyres andtubes, repairs and maintenance, skpares and accessoreis, painting charges,cost of fuel etc. These are commonly expenditure of bus transportorganization. However they are vary from firm to firm depending upon thenature and size of operations.


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Following are the total expenditure made by Sree Anjali Motors:

Table Showing year wise expenditure of Sree Anjali Motors

31.03.2001 Total expenditure of theyear Monthly expenditure

31-03-2001 4.14.000 34,500

31.03.2002 8,28,000 69,000

31.03.03 12,42,000 10,3,500

31-03-2004 20,70,000 1,72,500

The had firm incurred an expenditure ofRs. 41,4000 in the 12 monthending on 31.03-2001 with a monthly expenditure of Rs. 34,500/-/ In the

second year ended on 31.03.2002 the total expenditure of the estalbishmentof as establishment emounted to Rs 8,28,000 and the monthly expenditurewas Rs. 69,000/-. In the third eyar ended 31-03-2003 the expenditure wasRs. 12,42,000 in total with a monthly expenditure of Rs. 10,3,500. In thelast year ended 31-03-2004 the expenditure was Rs. 20,70,000 in total witha monthly expenditure of Rs. 1,72,500/-/


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CHART SHOWING EXPENDITURE OF SREE ANJALIMOTORS FOR THE LAST 4 YEARS


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C. Net earnings:

All the activities are undertaken with an objective of earningsomething. Business operations are motivated towards earning the profit.In the marketing of services, though the primary motto is to serve the

people, there is also and objective to earn profit through providing theservice. It is true that without benefit in the form of profit any businessorganization cannot be survived and undertakes its activities.

however, compared product oriented business, the profit margin islower in service organizations, as the thier primary motto is to provideservices.

Following are the profit of the firm:

The Table Shwoing yearwise net earnings of Sree Anjali motors.

Motors

YEAR ENDED NET EARNINGS MONTHLY PROFIT

31-03-01 36,000 3,000

31-03-2002 72.000 6,000

31.03-03 108,000 9,00031-03-2004 1,80,000 15,000


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In the 1st year the net earnings of the establishment were Rs.36,000 andin the year ended on 31-03-2002 the income amounted to Rs.72,000. In the year ended 31.03.2003 the net profit of the firm was Rs.8,000. The last year the will ecomins pof rs. 18,0000profit 15,0000.

The Table showing comparative statement of total receipts expenditure andincome of the firm.

YEAR ENDED TOTALRECEIPT

TOTALEXPENDITURE

INCOME

2001 4,50,O000 41,4,000 36,000

2002 9,00,000 8,28,000 72,000

2003 13,50,000 12,42,000 10,08,000

2004 22,50,000 20,70,000 18,00.000


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GROWTH SHOWING NET EARNINGS OF SREE ANJALIMOTORS FOR TE LAST 4 YEARS


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COMPARATIVE STAGTEMET OF MONTHLY RECEIOPTSEXPENDITURE AND INCOME OF TE ESTABLISHMENT

Year RECEIPT EXPENTIRE INCOME

2000-01 37,500 34,500 3,0002001-02 75,000 69,000 6,000

2002-03 11,2,500 11,25,000 9,000

2003-04 18,7,500 18,75,000 15,000

The analysis of te past 4 years receipts and expenditure position hasrevealed that that receipts and expenditure and the net profit of theestalbishmnent are increasing year by year.

in the first year the monthly profit is only RS. 3000 as it is justintroduced in that time. Then in the second year the average monthlyearnings have been increased to RS 6000. In this period the firm had gained

popularly. In the third year the profit per month had gone up to RS. 9000/-in this period another bus had been introduced. In the last year the profit

per month had gone up to RS. 15,000/- in this period another busesintroduced.


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Statement of operating cost for the year ended 31-03-2004

PARTICULARS TOTAL COST COST PASSENGER K.M

Salary ofWorkers 5,76,000

Road tax 9,00,000

Diesel and oil 1,50,000

Repairs andMainteannce

others 14,4,000

Total Cost 20,70,000

Add Profit balancing

figure)

1,04

total Collecitons 22,50,000 13.02

From above statement it is clear the Sree Anjali Motors isincurring expenditure 11.98 per kilometer.

The establishment is earning a profit of Rs. 1.04 per kilometer.

To conclude, it is the prominent and the hard work of the properitor

that enable the Sree Anjali Motors to earn profit in an increasing rate fromyear to year. He took it as a challenge


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To run his buses in the prevailing situation he faced all sort ofrisks and has beared them. His efficiency. skill, knowledge, hard and

prompt work all has been giving the fruit today. He proved that there isnothing as impossible, but a man sohuld use the available resources andhave to bear the risks for making things possible. Now Sree Anjali Motorshas been built up as a pionner organiztion in providing services to the

people in the form of city service bases.


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CHAPTER-6

STUDY OF PASSENGER BEHAVHOUR ANDANALYSIS OF SURVEY FINDINGS

PASSENGER BEHAVIOUR

ANALYSS OF SURVEY FINDINGS


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PASSENGER BEHAVIOUR

Passenger is the king of he market of passgenertransportation service. Each and every activity and passenger transportationservice organization is surrounded and objected towards fulfillingthepassengers wants desires. only by satisfying tepassenger,theorganization can exist in the market, othersie they have to stop their

business.

Passenger behavour is defined as all psychologicla, social andphysical behavour of poential passengers. As they become aware ofgetting service, and tell others about services and ideals, which they expectand will satisfy their needs, the passenger behavour is maximum prosperiy

with minimum efforts.

There are certain factors, which affect or influence thepassenger behavour

1. Economic factors:

They are family income, individuals income, and disposableincome of the passenger etc. If a person has more disposable income andmoney in his had he may choose a comfort means of transportation by

paying more. If he does not


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Possess any income to spend for obtaining transport service he lesser thefrequency of movement and may choose to travel by walk far as possible.

2. Psychology:

It is the study of human mind and the study of an individual. Itincludes the study of motivation, perception, knowledge, attitudes andemotions, imagines, desires etc, of an individual. All these factors areimportant to understand the behavoiur of a passenger. It enables tounderstand the various consumption needs of the individual, his actions andreactions in response to different types of services and availability ofmessage about the service.

3. Socio-cultural factorss:

It is external or interpersonal factors influencing the passengerbehavour. They include family, reference group, social class and culture.The influence of group, members of the family, structure of group membersof the family, stgructure of social class on the passenger behavour, arerelevant to study the passenger segment in the service market place.


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Culture represents an overall social heritage, a distinctive fromof environment adoption by the society.

The following survey analysis shows the detailed informationregarding teh passenger view point at the time when transit takes placetowards Sree Anjali motors.


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ANALYSIS OF SURVEY FINDINGS

Passengers attitude is the subject matter of this Project Report. Toobtain the perception of the passengers towards Sree Anjali motors. Thesurvey has been conducted. While conducting the survey, the people ofdiffeent areas of Shimoga vcity, which come under the daily route of SreAnanli motors buses have been contacted on random sampling basis.Structured questionnaires. Have been issue to such persons and theyresponded very well by fixing the questionnaires. In this way informationregarding the perception of the passengers towards various aspects of SreeAnjali motors has been collected. The information so collected is te firsthand information or primary data. The information so collected has been

analyzed through following tables and diagrams.

1. Classification of the respondetns:

Before analyzing the perception of the respondents about variousaspects of Sree Anjali motors It is worth while to classify or divide therespondents.


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d.

The classification can be made on the basis of their sex,occupation, and income.

a. Classification on the basis of sex:

Table Showing division of respondents on the basis of sex:

Sex No of Respondents Percentage

Male 39 39

Female 61 61

Total 100 100

The analysis of the above table revealed that maong the totalrespondents, majority of them are females. They constitute 61% where asteh male respondents are 39%.


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b. Classification on occupation basis:

Table Showing distribution of respondents on the basis of their occupation

Occupation No of Respondents Percentage

Employees 20 20

Students 30 30

Businessman 10 10

Others 40 40

Total 100 100

Above table states that majority of the respondents are belong toStudents (30%) and Others (40%) category. The employees are 20% andthe Businessman ios (10%). It is because the Students and others areavailing benefits from Sree Ajali motors.


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GRAPH SHOWING CLASSIFICATION OF RESPONDENTS


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C. Classification on the basis of Income:

Table Showing the classification of informants according to theirmonthly income.

Monthly Income No of Respondents Percentage

Belwo 500062 62 62

5000-10000 32 32

10000-20000 5 5

20000 & Above 1 1

Total 100 100

The analysis of the above table cleared that the majority of therespondent passengers ae poor and middle class people. 62% of the totalrespondetns are having a monthly income below 5,000 & 32% of them arehaving the monthly income of between 5,000 and 10,000. The espondentswhose monthly income is aboved 10,000 are 6%. It shows that rich peoplewill not travel in city buses because they have their own vehicles and theymay use auto rickshaws by paying more, as they have more amount ofdisposable income.


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2. Desire to travel:

The questionnaire included a question regarding. Whether therespondents likes to travel in cit buses or not. About 95% of them have saidthey likes to travel in city buses and other 5% of hem are not interested to gothrough teh city buses.

However, it has been found that though 5% of the respondents aredislike to travel in city buses. They do travel in city buses due to theirincome position & non-availabit of other cheap means of city transport.

3. Frequency:

The question regarding how the respondents travel in citybuses. has also been included in the questionnaire and their response hasbeen alalyzed as follows.

Table Showing the frequqncy of using city buses by therespondents

Frequency No of Respondents Percentage

Regularly 46 46Occasionally 5454 Not at all

-Not at all - -

Total 100 100


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From the above table it has been analyzed that there isnot lot of difference between the regular travelres and occasional travelers.54% of the respondents are regular travelers & other 46% of them areoccasional travelers. Point to be noted here is that all the respondents aretraveling in city buses.

4. Passengers of Sree Anjali motors

The survey has been conducted to gather the opinions of thepassengers of Sree Anjali motors only about various aspects of Sree anjalimtors. So, all ther espondents are the passengers of Sree Anjali motors.

It has been analyzed that out of the total respondent pasengers of Sree

Anjali motors. 20% of them are employees, 30% of them ae students, 10%of them ae businessmen & 40$ of them are others. Majority of the passengesof Sree Anjali motrs. are poor and middle class people.

5. Price:

To analyze the perception of the respondent passengers aboutthe price charged by Sree Anjali motors, a question has been included in thequestionnaire. The response obtained from the respondents is at stated

below.


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Table Showing perception of respondents towards fare charged by SreeAnjali motos

Opinion/Class No of Respondents PercentageVery high 2 2

High but reasonable 12 12

Reasonable 81 81

Low - -

Others 5 5

Total 100 100

From the analyzes of the above table it has been understand that themajority of the respondent passengers have agreed with the fare charged by

Sree Geethanjali motors. Since 81% of them have said that the price chargedin Sree Anjali motors buses are reasonable. 2% of them have said that the

price is very high. They belong to students category. About 12% of themare not fully agreed with the fare as they said high but reasonable. Some

persons do not wanted to comment on the price of Sree Anjali motors. Theyconstitute 5%. But the point, here is that no one said that the price is low


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6. Time schedule:

Table showing opinion about time schedule of Sree Anjalimotors

Perception No of Respondents Percentage

Suitable to all 57 57

Suitable to someone 43 43

Not suitable - -

Total 100 100

The fact obtained from the analysis of the above table is that

there is simple majority by the respondent passengers towards suitablity oftime schedule to all. 57% of the respondents said that he time schedule issuitable to all and 43%of hem said that it is suitable not to all but to someone who occasionally travel. However any respondent passengers has

perceived that the time schedule of Sree Anjali motors buses is not suitableto any one.


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7. Time Keeping:

Table Showing opinion about time keeping by Sree Anjalimotors buses:

Opinion No of Respondents Percentage

Punctual 15 15

Not regular 3 3

Irregular - -

Late arrival 80 80

Others 2 2

Total 100 100

The table shows that the majority of the respondent passengershave complained that the Sree Anjali motors buses will not come perfectly atscheduled timings aobut 80% of them have said that the late arrival iscommon feature of Sre Anjali motors buses. However neither a student

passenger or an employee any other passenger does not said that the SreeAnjali motors buses are irregular


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8. Service:

Table Shwoing teh respondent consideratoin of service ofSree Anjali Motors


Best - -

Good 7 7

Fair 9 9

Not good 41 41

Not bad 43 43

Bad - -

others - -

Total 100 100

The above mentiioned table shows that the majority of he respondentshave considered the service rendered by Sree Anjali motors buses as notgood (i.e. 41%) and not bad (i.e. 43%) 7% of them have said god, & 9% asthem said fair. The pooint to be noted here is that an one of the respondentshas neither said Best nor said Bad. 25 students out of 30 have said not good

but they never said bad. This anlaysizs shows that the Sree Anjali motors

though they are not providing best service but they are not providing towbad services. This means they are trying to give as much service as they can.


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9. Employees Behavour:

Employees are the key factors in service organizaitons whichaffects the income of the service organizations. It they behave in goodmanner the people will be attracted towards such organization. If they

behave badly then the customers will be diluted to other firms.

Table Showing two perception of respondents regarding twobehavour of employees of Sree Anjali motors


Polite 11 39

Non-co quarreling 60 60

Non co-operative 24 24

DIS respective 2 2Others 3 3

Total 100 100


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1.2 Consumption of Sree Anjali motors with other city buses:

There are several organizations which are running the city buses inShimoga City. The following table will help to analyze what the publicthinks about the Sree Anjali motors buses when the public thinks about theSree Anjali motos buses when compared to such other buses.

Table Showing the rank given by the respondents


Best - -

Better 39 39

Average 43 43Low efficient 6 6

others 12 12

Total 100 100

From the above table it is anlayzed that the majorit of herespondents have ranked Sree Anjali motors as average (ie. 43%) and asBetter (i.e. 39%) but the thing is that no one had said best. This is because

there is the existence of company buses &


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Some organizaiton of city buses, which are carrying large scaleopeations & providing more.

Servicxe to the passengers. Hence, when compared to suchbuses. TheSree Anjali motors is better 7 average in providing service.Though the condition or the situation is such, i.e. as said above) only a fewrespondents had perceived Sree Anjali motors. as low efficient numberingonly 6%. this is a good sigh for a service organization. This shows, how theSree Anjali motors is trying to get more benefit out of scarce & Limitedresources.


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SUMMARY OF SURVEY FINDING

Following points have been found form the analyzis of thesurvey findings.

1. Female passengers ae more than male passengers who use to travel incity buses that 100 in Sree Anjali motors.

2. About 70% of the total passengers are constitutes from students andother class of people.

3. Only a few businessman use to travel in city buses. They might havetheir own vehicle. They are ready to pay more comfort, the timeschedule might not be suitable them and some

4. Poor and middle class people are using city buses more than rich

persons.5. In morning and evening trips, the passengers are regular passengers,

they are students and employees. In the trips between 11 am & 4 pm7 after 6 pm. The occasional travellers are more than regulartravelers.

6. About 85% of the passengers of Sree Anjali motors. gave agreed withthe price charged by Sree Anjalis motors.

\


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7. Majority of the passengers gave perceived that the time schedule ofSree Anjali motors, is suitable to all

8. About 90% of the passengers complain that the Sree Anjali motors.buses are not punctual i.e. they arrive late to some extent.

9. About 85% of the respondents have opposed for the increase of thecompetitiors, which they think, lead to unfair activities from theorganization of transport service.

10.The drivers & conductors of Sree Anjlai motors. buses are appreciatedby the passengers due to their non quareeling & polite nature whilebehaving with the passengers.

11.Majority of the respondents have advocated for increasing the numberof Sree Anjali motors buses. There are the summery, found out fromthe analyzes of the survey findings.

In total the passenger have good opinion about the Sree Anjali motors,buses.


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CHAPTER-7

PROBLEMS, SUGGESTIONS AND CONCLUSOIN


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PROBLEMS AS EXPRESSED BY THE OWNER

Ever business will have thier own problem whether it goods orproduct oriented or it is servcie oriented. So, the management should takenecessary steps to find out such problems and to solve such problemsthought modification.

The owner of business will also have certain problems. Whether theyare cit service bus or long-route business or tourist buses. When compared toother two type of bus service the city bus service has a lesser problems sucha problems as expressed by the owner of Sree Anjali motors are as follows.

1. Labour Unrest:

The workers (i.e. drivers & conductors) are employed on dailywork basis. They are not the permanent workers. On the morning whocomes first will be given the keys of bus to run every day. This type ofemployment relation creating problems to the owner as well as to theworker. Because, if, on any day, the worker is absent & got appointed byany other employed than the


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priprietor himself has to take chance of riding or may stop the bus.

On the other hand if any new worker comes first and convincedte owner about his capability then the owner may appoint him far that day &the regular worker may have to go home without work. But so for as said bythe owner of Sree Anjali motors no such treatment is given to any worker,

but, he faced such unrest from his labourers.

In this way labour unrest is a big a problem faced by Sree Anjalimotors.

2. Problem in respect of repairs:

As the buses of Sree Anjali motors. are second-hand, the

owner is facing the problem of over repairs, the condition of road add theirgift to this problem. It the engine or any part of the bus in not working orstops when the bus is on transit, then the bus has to be repaired. if it takesmore time to repair the owner gas to give up any trip. If that trip so stoppedis a


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trafficking 99i.e. more people are waiting) then te owner really loose theincome.

3. Road Traffic:

It is the major problem that an cit bus owner face. The Sree Anjalimotors is facing this problem veyr frequently because, the owner has takenthe challenge of running the bus in small roads of Shimoga city, that too frombridge circle to bus stand 9for roue details see two route chart) the road istoo small in such a way that two buses form oppoiste side can not pass insome point at a time. The parking of vehicles in these roads add to the

problem. This problem turns in late arriving of bus such thing happens thenthe passengers may not wait & to through other means of transport. This will

lead t less colleciton.

4. Dis Satisfactiory collection:

Because of above said problem on any day, any trip Stops the peooplesometimes thinks that the bus will not come at correct time & regularly, sosometimes the people may not wait for bus & say other not to wait. Becauseof these factors the Sree Anjali motors facing the problem of dissatisfactorycollection also on Sunday there is poor response from the public.

5. Bad condition of roads:it is the major problems that almsot all the private bus owner are

facing. Because of bad condition of roads th emay become unuseful andthee is chance of accidents etc. Hence, the owner sometime may how tofacethe problem of dissatifactory collections and also heavy repair charges,and the mileage per liter of diesel may reduced.

6. Competition:

Even though Sree Anjali motors enjoying monopoly in some areas tosome extent it is facing the problem from competitors.

7. Opposition from Auto-Rickshows:

This is the major problem faced by Sree Anjai motors. Whe nit wasstarted then there is opposition from Auto-Rickshaws. To such an extent


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that for a week the bus is traveled with the help of police. This problem iscommon when the city bus start to service in any city. Whether privateowned or


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Government owned. Because they fell that the income of themmay decrease in future due to the bus facility to travel throughout the city.

Now this problem has been reduced

8. Government regulations:

This is another problem that is faced by almost all busowners (Privae0. Because at what time what rules come, one cannot know.The government may raise diesel rate the road tax. This makes the owner toraise the amount per head. In such times the people may not come to busesdue to increeased rate. This will lead to poor collections & decrease inrevenue. There are the problems that are expressed b owner of Sree Anjali

motors.


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SUGGESTIONS

Following are the suggestions to Sree Anjali motors. Which aredirectl obtained from the respondents through questionnaire aned also fromthe analyzis of survey findings.

1. The majority of the passengers Sree Anjli motors &

sree anjali project report

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