Survey report on GSRTC customers' satisfaction
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- 1. INDUSTRIAL SOCIOLOGY1AProject ReportOnA STUDY OF GSRTC BUS CUSTOMER SETISFACTION LEVELIn partial fulfillment of theRequirement for the degree ofDEPARTMENT OF HUMAN RESOURCE DEVELOPMENTSubmitted byNAME:- HARSH VIJAYKUMAR TAMAKUWALAROLL NO:- 99DIVISION:- B (Semester-1)Submitted toProf. Falguni JaniVEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT.
2. INDUSTRIAL SOCIOLOGY2ACKNOWLEDGEMENTI (Harsh Tamakuwala), take this opportunity to thank my guide Prof.Falguni Jani who assignedme this below mentioned project topic and helped me at every step during the preparation of thework of study To study perception of people of Surat towards various services provided byGSRTC.I am here by, grateful to him. Writing this report appeared to be a great experience tome. It added a lot to my knowledge while I was working on this project. If I say that this projectis one of my memorable experience in student life, than it would not be wrong.The project report could never been accomplished without the guidance and cooperation frommy respected faculties. All the faculties have been a constant source of inspiration and I sincerelythank them for their suggestions and help to prepare this project.Finally, it is my foremost duty to thank all my respondents, who helped me to complete myfieldwork, without whom this project was not possible. 3. INDUSTRIAL SOCIOLOGY3DECLARATIONI, Harsh Tamakuwala, declare that this project report entitled To study the perception ofpeople of Surat towards various services provided by GSRTC is the result of my ownwork carried out during August to September 2014 and has not been previouslysubmitted to any other university or institute for any other purpose by me or by any otherperson.Harsh TamakuwalaROLL NO: 99SIGN: 4. INDUSTRIAL SOCIOLOGY4EXECUTIVE SUMMARYThe title of the project is A STUDY OF GSRTC BUS CUSTOMER SETISFACTIONLEVEL. In this aspect the detailed analysis is done against this key aspect to understandsatisfaction of people that whether people have appropriate knowledge of and attitude towardsvarious service provided by GSRTC. This thesis work gives insights on awareness andsatisfaction of people towards GSRTC. In Gujarat, people expect GSRTC to be more efficientand easily available at low cost. GSRTC is running since 1st march, 1960 but there are alreadymany private players and railway who had made their feet firm in the competitive market andhence to identify their attitude towards using GSRTC rather than and private Bus serviceproviders.The required primary source of data is collected from people staying in Surat throughpersonal surveys in making key decisions while consuming and selecting GSRTC. 5. INDUSTRIAL SOCIOLOGY5TABLE OF CONTENTSR NO TOPIC P. NO.DECLARATIONACKWNOLEDGMENTEXECUTIVE SUMMARY1. INTRODUCTIONIntroduction to Transportation IndustryIntroduction to GSRTC2. LITRETURE REVIEW3. RESEARCH METHODOLOGYResearch ObjectivesPopulationSampling: Technique, SamplesData collection: Types of Data and instruments usedscope of research4. DATA ANALYSIS5. CONCLUSIONS 6. INDUSTRIAL SOCIOLOGY6INTRODUCTION1. Introduction to Transportation industry of IndiaTransport in the Republic of India is an important part of the nation's economy. Since theeconomic liberalization of the 1990s, development of infrastructure within the country hasprogressed at a rapid pace, and today there is a wide variety of modes of transport by land, waterand air. However, India's relatively low GNP per capita has meant that access to these modes oftransport has not been uniform.Despite ongoing improvements in the sector, several aspects of the transport sector are stillriddled with problems due to outdated infrastructure and lack of investment in less economicallyactive parts of the country. The demand for transport infrastructure and services has been risingby around 10% a year with the current infrastructure being unable to meet these growingdemands. According to recent estimates by Goldman Sachs, India will need to spend US$1.7trillion on infrastructure projects over the next decade to boost economic growth, of whichUS$500 billion is budgeted to be spent during the Eleventh Five-Year Plan.The oldest Indian state transport undertaking is North Bengal State Transport Corporationfounded by the Raj Darbar of Koch Bihar Kingdom regime on 1 April 1945 with 3 buses and 3trucks.It is still vibrant and running, providing service to commuters of North Bengal region.Buses take up over 90% of public transport in Indian cities,and serve as a cheap and convenientmode of transport for all classes of society. Services are mostly run by state government ownedtransport corporations. However, after the economic liberalization, many state transportcorporations have introduced various facilities like low-floor buses for the disabled and air-conditionedbuses to attract private car owners to help decongest roads.Bangalore was the firstcity in India to introduce Volvo B7RLE intra-city buses in India in January 2006.Bangalore isthe first Indian city to have an air-conditioned bus stop, located near Cubbon Park was built byairtel. The city of Chennai houses one of Asia's largest bus terminus,the Chennai Mofussil BusTerminus. In 2009, the Gov of Karnataka and the Bangalore Metropolitan Transport Corporationflagged off a pro-poor bus service called the Atal Sarige, aims to provide low-cost connectivityto the economically backward sections of the society to the nearest major bus station. 7. INDUSTRIAL SOCIOLOGY7Company profile Introduction to GSRTCParent Government of GujaratFounded May 1, 1960Headquarters Central ST Workshop, Naroda, AhmedabadService area GujaratService type BusDaily ridership 2324000 (2009-10)Annual ridership 848 Million (2009-10)Fuel type Diesel, CNGChief executive Shree Mukesh PuriWebsite www.gsrtc.in, www.gujaratsrtc.com 8. INDUSTRIAL SOCIOLOGY8 Introduction To GSRTCGujarat State Road Transport Corporation (GSRTC) is a passenger transport organizationproviding bus services both within Gujarat and neighboring states.GSRTC came into existence on 1st May, 1960 on formation of Gujarat. From a modestbeginning of 7 divisions, 76 depots and 7 divisional workshops and a fleet of 1,767 buses ithas gone to, 16 Divisions 126 Depots 226 bus stations 1,554 pickup stands 8,000 busesThis remarkable growth is an outcome of unflagging effort of more than 50,000 workforce,dynamic management and sustained support from the state govt. It has built up formidabletechnical facilities.These are: Three level maintenance and repair facility- 126 depot workshops, 16 divisionalworkshops and a central workshop. 7 tire retreading plant. Bus body building plant (1000 bus bodies/ year). Ticket printing press.GSRTC provides a variety of services, these includes Mofussil Services connect major cities, smaller towns and villages within Gujarat. Intercity Services connect major cities - Ahmadabad, Vadodara, Rajkot, Surat andNavsari. These provide a quick and cheap mode of transport. Parcel Services are available for transporting goods. 9. Interstate Services connect various cities of Gujarat to the neighboring states of MadhyaINDUSTRIAL SOCIOLOGY9Pradesh, Maharashtra and Rajasthan City services GSRTC provides city bus services From Ahmadabad - Gandhinagar -AhmadabadOver and above these bus route services GSRTC also provides special bus route services forFestivals, Industrial zones, schools and colleges, pilgrim places. GSRTC buses are availableto the public through contractual agreements special occasions. GSRTC also offerseducational trips to the students. Please contact the appropriate offices for furtherinformation.Special Services: GSRTC provides the following special services Services to accommodate some major schedules of railway Festival services Services connecting to industrial zones Services connecting to schools and colleges Services connecting to pilgrim places Contract services - Buses are given out on contract basis to the public for the specialoccasions 10. INDUSTRIAL SOCIOLOGY10Fare Structure1. Ordinary/ local BusesRs.2.20 per passenger per stage of 6 Kilometers or part thereof but Re.1.10 per sub-stage of 3Kilometers or part thereof shall be chargeable up to 40 Stages.Thereafter, Rs.1.70 per passenger per stage of 6 Km. or part thereof shall be chargeable.In addition to the fare calculated above, the passenger shall be chargeable additional fare of :i. Re.2/- 1 stage to 1.5 stages.ii. Rs.3/- 2 stage to 2.5 stageiii. Rs.5/- 3 stage to 10 stageiv. Rs.3/- 11 stage to 15 stagev. Rs.2/- 16 stage to 25 stagevi. Rs.1/- 26 stage to 35 stage.Provided that the minimum fare shall be Rs.5.00 per adult passenger and Rs.3.00 per childpassenger for the first stage of 6 Km. or part thereof.There shall be no sub-stage beyond 10 stages.o Provided further that where the place of boarding is not a stage or sub-stage point, thedistance travelled shall be calculated from the immediately preceding stage or sub-stagepoint and where the place of getting down is not a stage or sub-stage point, the distancetravelled shall be calculated up to the immediately succeeding stage or sub-stage point.2. Express Bus Services:If Express bus service declared as such by the Gujarat State Road Transport Corporation andapproved by the State Transport Authority or Regional Transport Authority concerned isprovided the fare mentioned under column 4 plus the following additional fares:1) Re.2/- up to first one stage shall be chargeable.2) Rs.1/- per passenger for a journey from 2 to 5 stages shall be chargeable.3) Rs.11/- per passenger for a journey beyond from 6 to 10 stages shall be chargeable.4) Rs.23/- Per passenger for a journey beyond 10 stages shall be chargeable5) There shall be no sub-stage 11. Provided that the minimum fare shall be Rs.7.00 per adult passenger and Rs.4.00 per childpassenger for the first stage of 6 Km. or part thereof.Provided further that where the place of boarding is not a stage point, the distance travelledshall be cal