Survey report on GSRTC customers' satisfaction.

INDUSTRIAL SOCIOLOGY

1

A

Project Report

On

“A STUDY OF GSRTC BUS CUSTOMER SETISFACTION LEVEL”

In partial fulfillment of the

Requirement for the degree of

DEPARTMENT OF HUMAN RESOURCE DEVELOPMENT

Submitted by

NAME:- HARSH VIJAYKUMAR TAMAKUWALA

ROLL NO:- 99

DIVISION:- B (Semester-1)

Submitted to

Prof. Falguni Jani

VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT.


2

ACKNOWLEDGEMENT

I (Harsh Tamakuwala), take this opportunity to thank my guide Prof.Falguni Jani who assigned

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

work of study “To study perception of people of Surat towards various services provided by

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

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

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

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

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

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

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

fieldwork, without whom this project was not possible.


3

DECLARATION

I, Harsh Tamakuwala, declare that this project report entitled “To study the perception of

people of Surat towards various services provided by GSRTC” is the result of my own

work carried out during August to September 2014 and has not been previously

submitted to any other university or institute for any other purpose by me or by any other

person.

Harsh Tamakuwala

ROLL NO: 99

SIGN:


4

EXECUTIVE SUMMARY

The title of the project is “A STUDY OF GSRTC BUS CUSTOMER SETISFACTION

LEVEL”. In this aspect the detailed analysis is done against this key aspect to understand

satisfaction of people that whether people have appropriate knowledge of and attitude towards

various service provided by GSRTC. This thesis work gives insights on awareness and

satisfaction of people towards GSRTC. In Gujarat, people expect GSRTC to be more efficient

and easily available at low cost. GSRTC is running since 1st march, 1960 but there are already

many private players and railway who had made their feet firm in the competitive market and

hence to identify their attitude towards using GSRTC rather than and private Bus service

providers.

The required primary source of data is collected from people staying in Surat through

personal surveys in making key decisions while consuming and selecting GSRTC.


5

TABLE OF CONTENT

SR NO TOPIC P. NO.

DECLARATION

ACKWNOLEDGMENT

EXECUTIVE SUMMARY

1. INTRODUCTION Introduction to Transportation Industry

Introduction to GSRTC

2. LITRETURE REVIEW

3. RESEARCH METHODOLOGY

Research Objectives

Population

Sampling: Technique, Samples

Data collection: Types of Data and instruments used

scope of research

4. DATA ANALYSIS

5. CONCLUSIONS


6

INTRODUCTION

1. Introduction to Transportation industry of India

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

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

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

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

transport has not been uniform.

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

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

active parts of the country. The demand for transport infrastructure and services has been rising

by around 10% a year with the current infrastructure being unable to meet these growing

demands. According to recent estimates by Goldman Sachs, India will need to spend US$1.7

trillion on infrastructure projects over the next decade to boost economic growth, of which

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

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

founded by the Raj Darbar of Koch Bihar Kingdom regime on 1 April 1945 with 3 buses and 3

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

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

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

transport corporations. However, after the economic liberalization, many state transport

corporations have introduced various facilities like low-floor buses for the disabled and air-

conditioned buses to attract private car owners to help decongest roads.Bangalore was the first

city in India to introduce Volvo B7RLE intra-city buses in India in January 2006.Bangalore is

the first Indian city to have an air-conditioned bus stop, located near Cubbon Park was built by

airtel. The city of Chennai houses one of Asia's largest bus terminus,the Chennai Mofussil Bus

Terminus. In 2009, the Gov of Karnataka and the Bangalore Metropolitan Transport Corporation

flagged off a pro-poor bus service called the Atal Sarige, aims to provide low-cost connectivity

to the economically backward sections of the society to the nearest major bus station.


7

Company profile

� Introduction to GSRTC

Parent Government of Gujarat

Founded May 1, 1960

Headquarters Central ST Workshop, Naroda, Ahmedabad

Service area Gujarat

Service type Bus

Daily ridership 2324000 (2009-10)

Annual ridership 848 Million (2009-10)

Fuel type Diesel, CNG

Chief executive Shree Mukesh Puri

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


8

� Introduction To GSRTC

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

providing bus services both within Gujarat and neighboring states.

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

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

has gone to,

� 16 Divisions

� 126 Depots

� 226 bus stations

� 1,554 pickup stands

� 8,000 buses

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

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

technical facilities.

These are:

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

workshops and a central workshop.

� 7 tire retreading plant.

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

� Ticket printing press.

GSRTC provides a variety of services, these includes

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

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

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

� Parcel Services are available for transporting goods.


9

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

Pradesh, Maharashtra and Rajasthan

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

Ahmadabad

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

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

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

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

information.

Special Services: GSRTC provides the following special services

� Services to accommodate some major schedules of railway

� Festival services

� Services connecting to industrial zones

� Services connecting to schools and colleges

� Services connecting to pilgrim places

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

occasions


10

Fare Structure

1. Ordinary/ local Buses

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

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

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

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

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

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

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

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

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

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

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

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

There shall be no sub-stage beyond 10 stages.

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

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

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

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

2. Express Bus Services:

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

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

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

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

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

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

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

5) There shall be no sub-stage


11


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

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

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

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

succeeding stage point.

3. Gurjar Nagri Bus Services:

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

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

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

namely:

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

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

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

iv. There shall be no sub-stage.


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

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

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

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

succeeding stage point..

4. Luxury Bus Services :

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

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

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

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

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

(C) There shall be no sub-stage.


12


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

5. Sleeper Coach Services:

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

addition to fare prescribed in column 7.

6. A.C Coach Services

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

transport corporation and approved by the state transport authority of regional

transport authority concerned are provided the following fare charges, namely

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

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

passenger (up to 12 year age)

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

Performance of GSRTC

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

Average schedules operated per day 6441

Average number of vehicles on the road 6694

Average vehicle utilization (kms. per day) 428

Total traffic earnings (Rs. in Millions) 17733

Number of passengers traveled (in Millions) 842

Kms. obtained per liter of diesel 5.5

Fleet utilization 86.72


13

LITRETURE REVIEW

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

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

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

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

impact on the evolution of size.

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

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

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

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

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

operations of motor transport industry.

3. Srivastava presented the historical development of various modes (air,water, road and

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

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

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

coordinated development of transport system on Indian economy.

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

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

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

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

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

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

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

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

undertakings in view of the social benefits that they extend


14

RESEARCH METHODOLOGY

3.1.Objectives of the Study:

• To know which facility Satisfy the customer.

• To know the routes covered by the bus is appropriate or not.

3.2. POPULATION

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

who are aware about GSRTC services of Surat area.

3.3. SAMPLING

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

Under the Convenient Sampling of 30 respondents is taken.

2. SAMPLE SIZE: In this project 30 sample size is taken.

3.4. Data Collection

1. TYPE OF DATA

� Primary data : Questionnaire And personal discussion with People traveling through

GSRTC Buses and who are aware about GSRTC services.

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

write ups available regarding Consumer perception.

2. INSTRUMENTAL USED

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

In structured questions dichotomous questions, ranking questions are involved.


15

3.5. Scope of Study

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

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

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

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

means of travelling by the respondents.


16

DATA ANALYSIS

Question#01: Do you agree that internal space and sitting arrangement of buses are comfortable?

Parameters Frequency Percent Cumulative Percent

Strongly agree 4 13.33 13.33

Agree 13 43.33 56.66

Neutral 10 33.33 90

Disagree 3 10 100

Strongly disagree - - 100.0

Total 30 100.0

0

5

10

15

20

25

30

35

40

45

stongly agree Agree Neutral disagree strongly

disagree

13.33

43.33

33.33

10

0

Do you agree that internal space and sitting

arrangement of buses are comfortable?


17

Interpretation

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

comfortness of internal space and sitting arrangement of buses.

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

and they are almost half of the total population that is 43.5%

o Very less number of people are disagree with sitting arrangement that is only 10% only

hence we can say that dissatisfied with sitting arrangement of GSRTC buses.

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

space and they are 22.5% of total population. While 33% people are nighter agree nor

disagree.

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

internal space of GSRTC bus.

Question#02: Are you satisfied with sleeping berth and internal space in sleeper buses?

Parameter Frequency Percent Cumulative Percent

Strongly agree 3 10.0 10.0

Agree 15 50 60

Neutral 6 20 80

Disagree 6 20 100

Strongly disagree 0 0 100.0

Total 30 100.0


18

Interpretation


satisfaction with sleeping berth and internal space in sleeper buses.

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

buses are comfortable and they are almost half of the total population that is 50%

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

buses that is only 20% only and 10% are only disagree and hence we can say that very

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

buses of GSRTC buses.

o While 23% people are neither agree nor disagree.

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

sleeper buses.

10

50

20

20

0

Are you satisfied with sleeping berth and

internal space in sleeper buses

Strongly agree

Agree

Neutral

Disagree

Strongly disagree


19

Question#03: What do you feel about the price charged by GSRTC for their various services?


very high 5 16.66 16.66

High 12 40 56.67

reasonable 10 33.33 90

Low 1 3.33 93.33

very low 2 6.66 100.0

Total 100.0

16.66

40

33.33

3.33

6.66

What do you feel about the price charged by

GSRTC for their various services?

very high

high

reasonable

low

very low


20

Interpretation


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

o 40% people thinks that charged taken by GSRTC are high, and 33% of people are thinks

that charged taken is reosanale.

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

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

o Very few people think that charge is less.

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

some extent moderate in nature.

Question # 04. Do you favour that location of Surat Bus Station is at right location?


Yes 18 60 60

No 12 40 100

Total 200 100.0


21

Interpretation


satisfaction level with location of Surat bus station.

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

population that is 60% of the population.

o Some population is dissatisfied with location of bus station that is 40% of the total

population.

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

Surat bus station.

Question 5(combined of 5 questions)

Question #05.1 Rate GSRTC Bus Stations on cleanliness criteria.


Worst 8 26.66 26.66

Bad 8 26.66 53.33

Average 8 26.66 80.00

Good 4 13.33 19.33

Best 2 6.66 100.0

Total 30 100.0

0 10 20 30 40 50 60

Yes

No

60

40

Do you favour that location of Surat Bus

Station is at right location?


22

Question #05.2 Rate GSRTC Bus Stations on sitting arrangement.


Worst 2 6.6666667 6.6666667

Bad 7 23.333333 30

Average 16 53.333333 83.333333

Good 5 16.666667 100

Best 0 0 100

Total 30 100.0

Question #05.3 Rate GSRTC Bus Stations on inquiry counter.


Worst 4 13.333333 13.333333

Bad 6 20 33.333333

Average 7 23.333333 56.666667

Good 8 26.666667 83.333333

Best 5 16.666667 100

Total 30 100.0

Question #05.4 Rate GSRTC Bus Stations on water facility.


Worst 13 43.333333 43.333333

Bad 3 10 53.333333

Average 5 16.666667 70

Good 6 20 90

Best 3 10 100

Total 30 100.0


23

Question #05.5 Rate GSRTC Bus Stations on advance ticket window.


Worst 3 10 10

Bad 2 6.6666667 16.666667

Average 6 20 36.666667

Good 9 30 66.666667

Best 10 33.333333 100

Total 30 100.0


24

Question # 06: Rate GSRTC and Private bus following Factors

Factors GSRTC Private bus Average

Frequency Percent Frequency Percent

1. Rates charged 20 66.666667

10 33.333333

1.80

2. Availability of

buses /Train

17

56.666667

13

43.333333

1.60

3. Cleanliness 9 30

21 70

1.21

4. Conditions of

Buses

11

36.666667

19

63.333333

1.42

26.66 26.66 26.66

13.33

6.66 6.67

23.33

53.33

16.67

0

13.33

20

23.33

26.67

16.67

43.33

10

16.66

20

10 10

6.66

20

30

33.33

0

10

20

30

40

50

60

Worst Bad Average Good Best

cleaniness

sitting

arrengement

inquiry counter

water facility

advance ticket

window


25

5. Online booking 18 60

12 40

1.37

6. Timings and

punctuality

15

50

15

50

1.46

7. Discount of return

ticket

12

40

18

60

1.54

8. Easy Cancelation 14 46.666667

16 53.333333

1.67

Interpretation

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

bus and GSRTC.

o Most of people feels that rates charged by GSRTC is more than Private bus, and also

feels that availability of GSRTC is more than Private bus.

0

10

20

30

40

50

60

70 66.67

56.67

30

36.67

60

50

40

46.67

33.33

43.33

70

63.33

40

50

60

53.33

GSRTC

Private bus


26

o But people feels that cleanliness and condition of bus is more in Private bus than

GSRTC.

o By the above chart we can say that cansalation of of ticket is more easy in Private buses.

Question #.07.1 Rate GSRTC Bus conductors of GSRTC on their Behaviour


Worst 9 30 30

Bad 6 20 50

Average 7 23.333333 73.333333

Good 3 10 83.333333

Best 5 16.666667 100

Total 30 30

Question #07.2 Rate GSRTC Bus conductors of GSRTC on their honesty.


Worst 1 3.3333333 3.3333333

Bad 7 23.333333 26.666667

Average 10 33.333333 60

Good 5 16.666667 76.666667

Best 7 23.333333 100

Total 30 100.0

Question #07.3 Rate GSRTC Bus conductors of on their helpfulness.


Worst 2 6.6666667 6.6666667

Bad 6 20 26.666667

Average 5 16.666667 43.333333

Good 12 40 83.333333

Best 5 16.666667 100

Total 30 100.0


27

Question #07.4 Rate GSRTC Bus conductors of GSRTC on their dressing sense.


Worst 5 16.666667 16.666667

Bad 4 13.333333 30

Average 5 16.666667 46.666667

Good 14 46.666667 93.333333

Best 3 10 100

Total 30 100.0

30

20

23.333333

10

16.666667

3.3333333

23.333333

33.333333

16.666667

23.333333

16.666667

13.333333

16.666667

46.666667

10

6.6666667

20

16.666667

40

16.666667

0 10 20 30 40 50

Worst

Bad

Average

Good

Best

dressing sense

helpfulness

honesty

behaviour


28

Question#08.1: Rate the Drivers of GSRTC on their carefulness of Driving.


Worst 6 20 20

Bad 2 6.6666667 26.666667

Average 6 20 46.666667

Good 7 23.333333 70

Best 9 30 100

Total 30 100.0

Question#08.2: Rate the Drivers of GSRTC on their fitness.


Worst 1 3.3333333 3.3333333

Bad 10 33.333333 36.666667

Average 7 23.333333 60

Good 12 40 100

Best 0 0 100

Total 30 100.0

Question#08.3: Rate the Drivers of GSRTC on their addiction to alcohol.


Worst 6 20 20

Bad 4 13.333333 33.333333

Average 7 23.333333 56.666667

Good 11 36.666667 93.333333

Best 2 6.6666667 100

Total 30 100.0


29

Question#09 Do you like the service of providing Express Bus time-table through SMS?

Frequency Percent Cumulative Percent

Yes 20 66.666667 66.666667

No 10 33.333333 100

Total 30 100.0

20

6.6666667

20

23.333333

30

3.3333333

33.333333

23.333333

40

0

20

13.333333

23.333333

36.666667

6.6666667

0

5

10

15

20

25

30

35

40

45

Worst Bad Average Good Best

Care-full driving

Feetness

Adiction of alchol


30

Interpretation


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

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

bus time table through SMS and they are almost ¾ of the population that is 66.5% of the

population.

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

SMS that is 33.5% of the total population.

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

providing express bus time table through SMS.

Question#10: Do you agree that GSRTC Buses are always crowded?


Strongly agree 6 20 20

Agree 14 46.666667 66.666667

Neutral 7 23.333333 90

Disagree 3 10 100

Strongly disagree 0 0 100

Total 30 100.0

66.666667

33.333333

liking the service of providing Express Bus

time-table through SMS

Yes

No


31

Interpretation

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

the GSRTC buses.

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

66% of the population and hence we can say that people of Surat area believes that

GSRTC buses are always full.

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

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

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

buses are always full.

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

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

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

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

Crowded.

20

46.66667

23.33333

10

0 0

5

10

15

20

25

30

35

40

45

50

strongly agree Agree neutral disagree Strongly disagree

Do you agree that GSRTC Buses are always

crowded?


32

Question#11: Are you satisfied with the routes covered by GSRTC?


Yes 22 73.333333 73.333333

No 8 26.666667 100

Total 30 100.0

Interpretation

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

satisfaction with the routes coverage.

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

are more than 4/5 of the population that is 75% feels positively about routes coverage.

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

have suggested many routes and they are 25% of the total population.

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

73.33333

26.66667

Are you satisfied with the routes covered by

GSRTC?

Yes

No


33

Question#12: Do you agree that Quality of services provided by GSRTC has been improved after

PPP (Public Private Partnership)


Strongly agree 7 23.333333 23.333333

Agree 15 50 73.333333

Neutral 3 10 83.333333

Disagree 5 16.666667 100

Strongly disagree 0 0 100

Total 30 100.0

23.3333

50

10

16.6667 0

Do you agree that Quality of services provided by GSRTC has

been improved after PPP (Public Private Partnership)

stongly agree

Agree

neutral

disagree

strongly disagree


34

Interpretation


improvement in service quality of GSRTC after PPP.

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

and they are almost 2/3 of the total population that is 75%.

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

been improved after PPP.

Question#13: will you recommend GSRTC Bus service to others?


Yes 20 66.666667 66.666667

No 10 33.333333 100

Total 30 100.0

67%

33%

will you recommend GSRTC Bus service to

others?

Yes

No


35

Interpretation


recommendation that people of Surat area will give about GSRTC.

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

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

that is 67% of the population.

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

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

said no.

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

will recommend to others.

Question#14: Have you ever used the GSRTC’s mobile application for booking?


Yes 14 46.666667 46.666667

No 16 53.333333 100

Total 30 100.0


36

Interpretation

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

and usage of ticket booking mobile application.

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

are 53% of the population.

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

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

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

Surat area.

47% 53%

Have you ever used the GSRTC’s mobile

application for booking?

yes

no


37

Question#15 Mark the services those are provided on the free bases or at discounted rates that

you are aware of.

Services provided Frequency Percentages

1. 82.5% discounts to students 5 16.666667

2. Free travelling for 3 to 5 years children 4 13.333333

3. 5% discount on group booking 16 53.333333

4. No payment gateway charges for mobile/online

booking. 2 6.6666667

5. 100%discount to rural girls 3 10

6. 10% discount on Return ticket booking 5 16.666667

16.66667

13.33333

53.33333

6.66667

10

16.66667

awareness about those services which are

provided on the free bases or at discounted

rates 82.5% discounts to students

Free travelling for 3 to 5 years children

5% discount on group booking

No payment gateway charges for

mobile/online booking.

100%discount to rural girls

10% discount on Return ticket booking


38

CONCLUSIONS:-

In this report an effort was made to study the perception of people of Surat area towards

GSRTC and how well the people of Surat area know about various services of GSRTC. This

study has intended to capture the mindset of people of Surat area towards Surat area by the

way of survey and personal interviews. It can be concluded that the people are aware about

GSRTC but to some extent awareness needs to be created to increase their passengers and also

try to satisfy their passengers by providing them the best services. The company needs to

provide adequate information about their service and features and their priorities to the people/

passengers by promoting it through more advertisements in the Surat area or in their own

buses having LCD TVs, they can promote it through this way and details about special

services at the back site of ticket and passes.

As this result may not be suitable to all the regions and areas of the state because of the

culture, standard of living, and volume of the passengers. The research concludes that

GSRTC is working well and have great opportunity to become one of the best travelling

service providing institute of India..


39

QUESTIONNAIRE

1) Name : ______________________________________

2) Gender :

(i) Male (ii) Female

3) Age Group (in years) :

(i) 12-18 (ii) 19-30

(iii) 31-40 (iv) more than 40

4) Mobile No : ___________________

5) Do you agree that internal space and siting arramgement of buses are comfortable?

(i) Strongly agree (ii) Agree

(iii) Nutral (iv) Disagree

(v) Strongly disagree

6) Are you satisfied with sleeping berth and internal space in sleeper buses?

(i) Strongly satisfied (ii) satisfied

(iii) Neutral (iv) Dissatisfied

(v) Strongly dissatisfied

7) What do you feel about the price charged by GSRTC for its service?

(i) Strongly satisfied (ii) satisfied

(iii) Neutral (iv) Dissatisfied

(v) Strongly dissatisfied

8) Do you think that location of surat bus station at the right location?

(i) Yes (ii) No

9) Rate the facilities provide on bus station

1

Lowest

2 3 4 5

Highest

Cleanliness

Sitting

Arrangement

Inquiry

Counter


40

Water facility

Advanced

ticket window

10) Rate the GSRTC bus service and private trawling service providers on following criteria(Choose any 1)

Factors GSRTC Private Buses

Time taken for travelling

Rate/fare charges

Availability

Timings

Online Booking Facilities

Condition of buses

Cleanliness

Discount on Group Booking

Discount on return tickets

Easy Cancelation

11) Rate the Conductor on following parameters.

1

Lowest

2 3 4 5

Highest

Behavior of

Conductors

Honesty

Helpfulness

Dressing sense

12) Rate the Driver on following parameters.

1

Lowest

2 3 4 5

Highest

Carefully

Driving

Fitness of

driver

Addiction to

alcohol

13) Do you like the service of providing express bus time-table through SMS?

(i) Yes (ii) No

14) Do you agree that GSRTC buses are always crowed?


(iii) Neutral (iv) Disagree

(v) Strongly disagree


41

15) Are you satisfied with the routes covered by GSRTC?

(i) Yes (ii) No

16) Do you agree that quality of service provide by GSRTC has been improved after public private

partnership?


(iii) Neutral (iv) Disagree

17) Will you recommend GSRTC bus service to others?

(i) Yes (ii) No

18) Have you ever use the GSRTC’s mobile application for booking?

(i) Yes (ii) No

19) Mark the service those are provide on the free bases or at discount rates that you are aware of..

(i) 82.5% discount to students (ii) 100% discount on rural girls

(iii) Free traveling for 3 to 5 year child (iv) 10% discount on return ticket booking

(v) 5% discount on group booking.

Survey report on GSRTC customers' satisfaction.

Data & Analytics

Transcript of Survey report on GSRTC customers' satisfaction.