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Asia Pacific Journal of Research Vol: I Issue XIII, January 2014
ISSN: 2320-5504, E-ISSN-2347-4793
Page | 170
PASSENGERS’ PERCEPTION TOWARDS SERVICE QUALITY IN TAMILNADU STATE
TRANSPORT CORPORATION (KUMBAKONAM) LIMITED, KUMBAKONAM
D. Paul Dhinakaran, Ph.D Research Scholar, Department of Commerce, Annamali University,
Annamali Nagar-608 002, Tamil Nadu, India.
Dr.M.Rajarajan, Assistant Professor and Research Advisor, Commerce Wing, DDE,
Annamali University. Annamali Nagar, Tamil Nadu, India.
ABSTRACT
Roads and highways are considered as veins and arteries of a transported are likened to
blood in circulation, enlivening economic activity of the country. Tamil Nadu has a well established
transportation system that connects all parts of the state. The Government of Tamil Nadu is one of the
first States to take a bold decision of encouraging the public sector co-operation for bolstering the
infrastructure of the State. The road network of the Tamil Nadu has been influencing considerably
passengers perception, service quality, access to social responsibility and above all the quality of life.
Generally, the passengers have various problems in traveling in public sector bus transport service
and this study is focused to measure the various problems and suggest ways to reduce problems and
to provide higher perception, in addition to identifying the level passengers’ perception towards
service quality in Tamilnadu state transport corporation (Kumbakonam) limited, Kumbakonam.
Key words: Passengers Perception, Service Quality, social responsibility
INTRODUCTION
Today the services of firms are being rendered to the society on a competition basis in every
marketing environment and everywhere in the world. The services provided in different economic
conditions also differ. In the Indian economy, service is provided by both the public sector and the
private sector. Basically, the service of the private sector is comparatively better than the public
sector. In such circumstances, the public sector passenger transport corporation services to general
public are higher than those of the private passenger transport in Tamilnadu. To what extent is the
service provided by an organization quantitative is the sole question among the passengers and, at the
same time, is the basic objective of the present study.
The transport is playing an important role in the economic development of the country by creating employment opportunities and performing national economic activities. Transport is the channel of social and economic interaction involving the physical movement of people and goods. The question of service quality has been an essential strategic component for service expectations like passenger transports attempting to succeed and survive in the current competitive environment. The
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SERVQUAL model focuses on the difficulty in ensuring high quality service for all passengers in all situations. SERVQUAL methodology is an analytical approach for evaluating the difference between passengers perception and expectations of service quality.
IMPORTANCE OF THE STUDY
The survival of any service industry depends on how well they serve and satisfy their passenger. A satisfied passenger is always the biggest asset of any service industry. Especially, with the advent of private and global players into this market, the competition has become still more shift. Therefore Tamilnadu state transport corporation also has to improve its services in order to service.
STATEMENT OF THE PROBLEM
Transport sector occupies a place of pivotal importance in Indian economy. The tremendous growth in transport sector has expanded trade, commerce and industries phenomenally. Technological advancement has resulted in newer vehicles with advanced features in the buses. Burgeoning gap between expectation of passengers and existing level of facilities and convenience offered in the buses have a definite bearing on the service quality in bus transport sector. Besides, the numbers of buses are not adequate in proportion to phenomenal growth in population. The non - revision of bus fares in most of the State Governments for a long time and the ever growing establishment cost do not allow the various bus corporations to offer additional facilities either in the existing buses or in the new ones added. Massive corruption in the public transport corporation is one of the reasons for their inability to renew and maintain the existing fleet in a good shape. However, the private sector bus companies are able to maintain their fleet in a good condition due to their ability to reduce establishment cost by offering poor pay without any welfare measures whatsoever for the bus crew. Private bus operators are focusing a great deal on adding more physical features to the buses, like seat comfort, responsive bus crew, interior entertainment like audio - video facilities, speed, cleanliness etc. Though the bus fare in Tamilnadu has been reduced manifold, the service quality of public transport corporation is said to be far from satisfaction, while long distance private operators attract the passengers by investing heavily on various physical features in the buses, thereby registering a handsome profit. Hence profitable operation of buses under the fold of TNSTC assumes significance. If the corporation knows the service gap it can fine tune the services to the satisfaction of passengers.
The present study seeks to explore what the passengers using public transport corporation in Kumbakonam perceive in general, and in specific about the various aspects of the services provided by the corporation in particular. In other words, the entire study explores whether Transport Corporation in Kumbakonam measures up to the expectation of passengers, and if not, what problems hinder the Corporation in Kumbakonam from providing quality service. This is the research problem pursued in the study.
SCOPE OF THE STUDY
This study mainly focuses on the passengers perception towards service quality of TNSTC (K) Ltd. This research is mainly from the primary data and the secondary data availed from the respective corporation and the government policy note under the department of transport. The data are also to be availed from the CIRT, Pune. Passenger’s service quality of the TNSTC (K) questionnaire from the passengers’ point of view is framed for this research.
Asia Pacific Journal of Research Vol: I Issue XIII, January 2014
ISSN: 2320-5504, E-ISSN-2347-4793
Page | 172
OBJECTIVES OF THE STUDY
The study has the following specific objectives:
1. To analyse the factor influencing passengers’ perception of the quality of service provided by the corporation.
2. To assess the level of social responsibility of the sample corporation.
METHODOLOGY
The study involves collection of primary and secondary data. The primary data for the study were collected through personal questionnaire of the passenger respondents during the period between January 2013 to June 2013. The questionnaire was divided into four parts. Part I elucidates the personal data of the respondents. Part II. Transport usage profile, part III. Passengers Perception Scale, IV. Passengers Service Quality
The secondary data were collected from published records such as performance statistics of STUs published by Central Institute of Road Transport (CIRT), Pune, Annual Reports of TNSTC (K) Ltd, Government reports and published books and journals to review the performance of STUs in India, Tamil Nadu and TNSTC (K) Ltd and unpublished Ph.D theses on the subject.
The present research work is a descriptive and analytical study based on empirical observations and comprehensive survey. In order to study the Passengers’ Perception towards Service Quality in Tamilnadu State Transport Corporation Kumbakonam Ltd (K) the researcher has used both primary and secondary data.
SAMPLING DESIGN
Stage: 1
The passengers travelled in the TNSTC (K) are 10, 616, 57 as per the previous year (2012-2013) records. Thus, the researcher is considering the proportionate stratified random sampling. The minimum sample size has been determined on the basis of the formula used.
As per the methodology of the study, the respondents were identified as under optimum sample size method from the population of passengers travelled in Kumbakonam 10, 616, 57 as on March 2013.
Table-1
Passengers’ Travelled in Tamilnadu State Transport Corporation Kumbakonam Ltd
S.No Divisions No. of Passengers’
A
% B
(A/T1x100)
Selection of Sample (T3 x B/100)
1. Kumbakonam 3,40,708 32 123 2. Trichy 4,07,895 38 146 3. Karikudi 1,90,373 18 69 4. Pudukkottai 1,22,681 12 46
Total 10,616,57
T1 100 T2
384 T3
Source: Secondary data
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The formula is for optimum sampling method:
n = 2 x N x P x (1-P) / (ME
2 x (N-1)) + (
2 x P x (1-P)
where :
2 = Chi-Square table at 1 per cent degree of freedom (Value 99 per cent confidential, 95 per
cent confidential) = 3.84
N= Population = 10, 616, 57
P= 0.5
ME2=0.05
2 = 2.5
n=3.84(10, 616, 57*0.5)0.5/ (2.5 * 10, 616, 57) + (3.84*0.5)*0.5
= 1106717552/ 2882076958
= 0.384X100
=384
Stage 2: For the selection of branch managers, the census methods here adopted. 52 managers were
selected for the purpose of the study.
Table-2
Branches in Tamilnadu State Transport Corporation, Kumbakonam Ltd (K)
S.No Divisions No. of Branches Selection of Samples
1. Kumbakonam 20 20
2. Trichy 15 15
3. Karaikudi 11 11
4. Pudukkottai 6 6
Total 52 52
Source: Secondary data
FACTORS ANALYSIS OF PASSENGERS PERCEPTION
Factor analysis is used for data analysis collection: it is applied on several variables to
reduce them into predominant factors. It explains the variables on individual factors and
respective variables loaded in the form of correlation coefficient value.
Communalities
The extraction communalities are useful as these are obtained using the extracted
factors. Extraction communalities for a variable give the total amount of variance in that
variable, explained by the all the factors. If a particular variable has more communality, it
means that the extracted factors are able to explain low variance in that variable may be more
concentrated. If a particular variable has low communality, it means that the extracted factors
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are not able to explain much variance in that variable. Such variable may be dropped from
analysis.
The main purpose of this exploratory factor analysis is to extract predominant factors
of passengers perception towards service quality in TNSTC (K). The application of Principal
Component Factor Analysis is presented below.
Table –3
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .893
Bartlett's Test of Sphericity Approx. Chi-Square 3.280E3
Df 496
Sig. .000
Source: Computed from primary data.
From the Table 1-3 of KNO and Bartlett’s Test it is found that the sampling adequacy
value 0.893 and the Chi-Square value for Bartlett’s Test of Sphericity 3.280 are statistically
significant at 5% level.
This means that the 32 variables relating to passengers perception scale are adequate in
demonstrating its concept and the sampling distribution is also normal to explain the
characteristic features of the different scale.
The following Communality table explains the Variances of decision making scales of
passengers perception.
Table-4
Communalities
Initial Extraction
Frequent on all the routes 1.000 .604
Properly maintained 1.000 .530
Much comfort inside the bus while travelling 1.000 .594
Waiting sheds are available at appropriate arrangements and conditions 1.000 .612
Bus stands are properly maintained 1.000 .655
First-aid boxes are available in the buses 1.000 .630
Protection is provided 1.000 .449
Entertainment is provided 1.000 .721
Bus fare is same for private and Government 1.000 .567
Bus fare is reasonable for every class of passengers 1.000 .563
Bus tickets are easily available in printed form 1.000 .588
Passengers are treated properly 1.000 .541
Departure and arrival time is maintained 1.000 .600
Stopping at unauthorised places is avoided 1.000 .491
Reaching terminus no passengers travelled 1.000 .510
No cancellation of buses/trips 1.000 .541
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Deviation 1.000 .532
Break-down is not frequent 1.000 .594
Break-down services are done immediately 1.000 .675
Collision with private bus crew frequently 1.000 .401
Bus crew follows traffic rules 1.000 .628
Speed of the buses has been increased 1.000 .442
Speed has been maintained 1.000 .541
Safety in travel 1.000 .642
Accidents are not frequent 1.000 .444
Attending to complainants regularly 1.000 .470
crew towards the passengers is maintained 1.000 .578
Tickets and return the balance properly 1.000 .572
Delay due to checking ticketing 1.000 .570
Good relationship is maintained 1.000 .630
Overloading is avoided 1.000 .517
Boarding in a long distance 1.000 .563
Source: Computed from primary data.
Extraction Method: Principal Component Analysis.
From the Table - 4 it is found that the variance of the 32 variables of passengers
perception scales ranges from 0.401 to 0.721. This implies that the passengers perception
varies from 40% to 72%. The upper limit of the variance is statistically significant and the
implication of properly segregated predominant factors is expressed in the table below. It
means that the extracted factors are not able to explain much variance in that variable. Such
variable may be dropped from the analysis.
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Table -5
Total Variance Explained
Component
Initial Eigenvalues Extraction Sums of Squared
Loadings
Rotation Sums of Squared
Loadings
Total % of
Variance
Cumulative
% Total
% of
Variance
Cumulative
% Total
% of
Variance
Cumulative
%
CPQ1 8.033 25.104 25.104 8.033 25.104 25.104 2.297 7.179 7.179
CPQ2 1.701 5.314 30.419 1.701 5.314 30.419 2.267 7.083 14.262
CPQ3 1.415 4.423 34.842 1.415 4.423 34.842 2.134 6.669 20.931
CPQ4 1.277 3.990 38.832 1.277 3.990 38.832 2.029 6.341 27.272
CPQ5 1.231 3.848 42.679 1.231 3.848 42.679 1.978 6.180 33.452
CPQ6 1.171 3.660 46.340 1.171 3.660 46.340 1.977 6.178 39.630
CP Q7 1.108 3.463 49.803 1.108 3.463 49.803 1.975 6.171 45.801
CPQ8 1.046 3.268 53.071 1.046 3.268 53.071 1.732 5.412 51.213
CPQ9 1.013 3.166 56.237 1.013 3.166 56.237 1.608 5.024 56.237
CPQ10 .951 2.971 59.208
CPQ11 .940 2.938 62.146
CPQ12 .910 2.842 64.988
TPRBQ1 .813 2.541 67.530
TPRBQ2 .786 2.457 69.986
TPRBQ3 .773 2.416 72.403
TPRBQ4
TPRBQ5
.738 2.306 74.709
.695 2.173 76.882
TPRBQ6 .682 2.132 79.014
TPRBQ7 .640 1.999 81.013
TPRBQ8 .619 1.935 82.948
SRTQ1 .588 1.839 84.787
SRTQ2 .572 1.786 86.573
SRTQ3 .542 1.694 88.266
SRTQ4 .509 1.591 89.857
SRTQ5 .479 1.498 91.355
SRTQ6 .460 1.436 92.791
CBQ1 .451 1.409 94.200
CBQ2 .417 1.303 95.504
CBQ3 .414 1.293 96.797
CBQ4 .367 1.146 97.943
CBQ5 .355 1.109 99.052
CBQ6 .303 .948 100.000
Extraction Method: Principal Component Analysis.
Source: Computed from primary data.
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From the Table-5 it is found that the 32 variables are reduced into 9 major factors with
Eigen values 2.297, 2.267, 2.134, 2.029, 1.978, 1.977, 1.975, 1.1732 and 1.608 that are
statistically significant. The 9 major factors also possess significant individual values 7.179,
7.083, 6.669, 6.341, 6.180, 6.178, 6.171, 5.412 and 5.024 with total cumulative variance
56.237. This clearly indicates the very existence of 9 major factors with their respective
variable loadings as expressed in the table given below.
Table-6
Factor analysis of passengers perception S.NO Variable 1 2 3 4 5 6 7 8 9
1 CPQ-11 0.682
2 TPRBQ-1 0.438
3 SRTQ-1 0.486
4 CBQ-1 0.528
5 CPQ-10 0.659
6 CPQ-12 0.514
7 TPRBQ-4 0.519
8 CBQ-2 0.583
9 SRTQ-5 0.263
10 SRTQ-6 0.456
11 CBQ-3 0.646
12 CBQ-5 0.578
13 CPQ-2 0.76
14 CPQ-5 0.339
15 CPQ-7 0.406
16 CPQ-9 0.616
17 TPRBQ-3 0.62
18 TPRBQ-5 0.685
19 TPRBQ-8 0.354
20 TPRBQ-2 0.425
21 TPRBQ-6 0.509
22 TPRBQ-7 0.745
23 SRTQ-3 0.418
24 SRTQ-4 0.618
25 CBQ-4 0.675
26 CBQ-6 0.644
27 CPQ-4 0.488
28 CPQ-6 0.741
29 CPQ-8 0.532
30 SRTQ-2 0.361
31 CPQ-1 0.674
32 CPQ3 0.473
Source: Computed from primary data.
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From Table 6 it is clear that there are nine factors to be considered for Passengers
Perception towards service Quality in TNSTC (K) Ltd.)
Factor 1 (F1)
The selection of services quality influenced by the bus tickets are easily available in
printed form though electronic machine (0.682). Departure and arrival time are maintained as
per the schedule (0.438). Bus crew follows traffic are rules (0.486). Behaviour of the crew
toward the passengers is maintained (0.528). These are the items with high loadings on Factor
I. The above items refer to criteria in which passengers perception of the TNSTC (K). Hence
the Factor I is best one “bus tickets are easily available and in printed form though electronic
machine”.
Factor II (F2)
In the second factors, bus fare is reasonable for every class of passengers (0.659). All
the passengers are properly treated and there is no discriminations in terms of poor, rich,
seniority, disability (0.514). No cancellation of buses/trips (0.519). Issue of tickets and
returning the balance properly (0.583). As the above items refer to passengers perception,
factors II is best one “bus fare is reasonable for every class of passengers”.
Factor III (F3)
The third chapter accidents are not frequent to TNSTC (0.263). Attending to
complainants regularly (0.456). Delay due to checking ticketing (0.646). Overloading of
passenger is avoided (0.578) and highest significant positive loadings. As above items relate
to passengers perception by the TNSTC (K). Hence factors III is best one accident are not
frequent to TNSTC.
Factor IV (F4)
In the fourth factor, the buses are properly maintained in terms of cleanliness, lighting
facility, and windows locking facility (0.76). Bus stands are properly maintained in terms of
food, shelter, washroom, toilet, facilities (0.339). Protection is provided in terms of
unfavourable weather conditions, high speed, winds, and heavy rain (0.406). Bus fare is
reasonable for every class of passengers (0.616), have the highest factor loadings. As the
above items are related to passengers perception TNSTC (K). Hence a factor IV is best one is
the buses are properly maintained in terms of cleanliness, lighting facility, and windows
locking facility.
Factor V (F5)
In this fifth factors reaching the terminus even though no passengers travelled (0.62).
Deviation from regular route to other routes is prevented (0.685). Collision with private bus
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crew frequently due to time schedule (0.354) have the highest loadings. As the above
variables relate passengers perception TNSTC (K). Hence factor V is best one reaching the
terminus even though no passengers travelled.
Factor VI (F6)
In the sixth factor stopping at unauthorised place/ Non-stopping at authorised place are
avoided (0.425). Break-down is not frequent to this corporation (0.509). Break-down services
are done immediately (0.745). Consistency of the speed has been maintained (0.418) have
significantly positive loadings. As these items are the passengers perception TNSTC (K).
Hence factor is best one stopping at unauthorised place/ Non-stopping at authorized place are
avoided.
Factor VII (F7)
In the seventh factor, safety in travel by TNSTC is assured (0.618). Good relationship
is maintained between driver and conductor (0.675). Allowing time for boarding in a long
distance (0.644) has the highest loadings. As the above variables relate to passengers
perception TNSTC (K). Hence factors VII is best one safety in travel by TNSTC is assured.
Factor VIII (F8)
In the eighth factor, waiting sheds are available at appropriate stands with proper
seating arrangements and conditions (0.488). First-aid boxes are available in the buses with
sufficient medicine (0.741). Entertainment is provided in terms of FM radio, TV. (0.532).
Speed of the buses has been increased (0.361) have significantly positive loadings. As these
items are passengers perception TNSTC (K). Hence factor VIII is best one waiting sheds are
available at appropriate stands with proper seating arrangements and conditions.
Factor IX (F9)
In the ninth factor, availability of the buses frequent on all the routes (0.674). You feel
very much comfort inside the buses while travelling (0.473) have the highest loadings. As the
above variables relate to passengers perception of TNSTC (K). Hence factor IX is best on
availability of the buses frequenting on all the routes.
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Table -7
ANOVA of Corporation and Social Responsibly of TNSTC (K)
Cluster Error
F Sig.
Factors Mean
Square Df
Mean
Square df
Concession to students 1.704 1 .201 50 8.463 .005
Concession to specified categories 1.704 1 .201 50 8.463 .005
Driving buses uneconomic routes 11.000 1 .038 50 286.080 .000
Peak Hour Services extended 6.593 1 .109 50 60.332 .000
Late night services provided 5.847 1 .158 50 36.898 .000
Early morning service provided 1.335 1 .202 50 6.605 .013
Special buses operated during festival
seasons .310 1 .254 50 1.220 .275
Special buses operated during Govt
Exams .103 1 .252 50 .409 .525
The F tests should be used only for descriptive purposes because the clusters have been
chosen to maximise the differences among cases in different clusters. The observed
significance levels are not corrected for this and thus cannot be interpreted as tests of the
hypothesis that the cluster means are equal.
There should be uniformity in the frequency of buses.
Proper maintenance of buses and bus stands should be required to retain the existing and
attracting the new passengers for the survival of transport industries in the long run.
All buses can have radio/ music system or provision for video to be played. So that the
passengers don’t feel the stress & strain while travelling.
First aid facilities have to be made both in bus stations and in buses. The first aid boxes need
to have general medicines which have to be checked and if medicines expire, they to be
replaced with new ones.
The time table boards showing timings of arrivals and departures of buses should be
prominently displayed and corrected when ever required. The boards should be clear and
legible, simple abed precise to see, so that there will be no confusion to passengers.
Additional security personnel have to be deployed at all key junctions and at place where
there is more of passenger traffic.
The conductors need to bring more “coins /change” to return to the passengers then and there
instead of using abusive words.
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Sanitation officers should be appointed in different bus depots , to inspect and check the hygienic
Conditions in and around the bus depots as well as annual awards should be announced to the
cleanest bus depot.
Provision of more number of buses to cover interior places and village areas. This also should
be done during peak hours of travel to avoid over crowd and accidents due to that.
Wheel chairs have to be made available in the bus station premises so that the elderly and
physically challenged persons will not have the trouble of walking distances in the bus station
premises. The wheel chairs have to be made available at the entrance and suitable ramps have to be
built where ever necessary.
Certain benches and or seats have to be reserved for the elderly or aged people and also for physically
challenged persons. The benches/ seats have to be painted to indicate that the seats meant for them.
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