A STUDY ON PUBLIC TRANSPORTATION AND SATISFACTION LEVEL OF

CUSTOMERS
MINI PROJECT

Submitted by :
VIJITHA VARGHESE
195-13825056
Under the guidance of
DR.C.GEE VARGHESE
Department of management studies

CHRIST NAGAR COLLEGE MARANALLOOR,

TRIVANDRUM
(2013-2016)

CHRISTNAGAR COLLEGE
MARANALLOOR, TRIVANDRUM

CERTIFICATE

This is to certify that this mini project titled

PUBLIC TRANSPORTATION AND

SATISFACTION LEVEL OF CUSTOMERS submitted by, VIJITHA VARGHESE,

register number:19513825056 is a record of project done by her, during the year 2015 under
my strict supervision and guidance

DR.C.GEE VARGHESE
H.O.D AND GUIDE
DEPARTMENT OF
MANAGEMENT STUDIES

ACKNOWLEDGEMENT

First and foremost, I praise and thank god almighty ,from the depth of my heart, who has
been the source and strength in the competition of the project.

I would like to express my profound gratitude to all those have been instrumental in the
preparation of the project report. I wish to place on my deep side of gratitude to our
respected head of the department DR.GEE VARGHESE for the keen interest and affection
shown to me in completing this project work
.Finally I thank all the respondents for having patiently answered the questionnaire and cooperation extended during the survey and I sincerely acknowledge the valuable help support
rendered by my parents and friends.

TABLE OF CONTENTS

Serial

Title

numb

Page
number

er
1
2
3
4
5
6

Introduction
Profile
Data analysis and interpretation
conclusion
Appendix (questionnaire)
Bibliography

01
03
07
13

CHAPTER-1
INTRODUCTION

1.1 Introduction

Public transportation is a conveyance that provide continuing general or special

transportation to the public. Public transportation plays a significant role as it improves the
quality of our day to day life by expediting traffic saves money and creates new jobs.
Satisfaction depends on numerous factors and there is no dearth of literatures on this subject.
Studies conducted that customers want the best service quality and responses as well to what
they want. Friendliness behavior of bus driver can satisfy customers by developing better
communication and knowledge of its customer needs. As far as frequency is concerned,
frequent services increase satisfaction. Reliability, convenience, and responsiveness are also
considered to be important in customer satisfaction. Service is called the backbone of the
industries ensuring the rising and development of economics. Service orientation is the path
which adds value to the customer and creates satisfaction. It also gives a competitive
advantage and leads to development and profitability.

1.2 OBJECTIVES OF THE STUDY

To investigate the structure of service quality of public transportation service in order

to make priority on quality improvements in future.

To investigate which service quality attributes that have the most influence to

customer satisfaction in public bus transport.

To gain a better understanding of overall customer satisfaction in public bus transport.

1.3 SCOPE OF STUDY

The survey has been conducted with an aim to identify the overall customer
satisfaction with conventional public bus transportation services. conventional public

transport is an important sign to makes it up since, the conventional bus transport one
is majority of the public bus transport in India.

1.4 STATEMENT OF THE PROBLEM

The study conducted with the aim to discover the customer satisfaction level towards public
transportation services .While research, presented in the literature of the field suggests public
transportation is still an alternative as a travel mode of choice for many people. In-order to
keep current passenger, public transport has to improve the service to accommodate wide
range of customer need and expectation. The researcher found that reliability of the system
such as punctuality ,travel time, and reliability in the services, comfort in the vehicle,
cleanliness these factors are perceived by users as much less important, this can be a turning
point in understanding social issues for further development of transportation services.

1.5 RESEARCH METHODOLOGY

1.THE POPULATION
The population of the study was the people using transportation services at Balaramapuram
are:

2.SAMPLE SIZE
The sample size of the study was 25people who use public transportation services.

3.TOOLS AND TECHNIQUES :

Tools and techniques used for data analysis is percentage analysis:
Percentage analysis=(number of respondents/total number of respondents)100

CHAPTER-2
INDUSTRY PROFILE

2.1 INDUSTRY PROFILE

Public transport still remains the primary mode of transport for most of the population.
Buses make 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.
Each city has a local bus network that can be a challenge to negotiate for newcomers. Though
fares are cheap, buses can get very crowded during peak hours and this is not the fastest mode
of transportation. Destinations are not always displayed in English; ask the conductor where
the bus is going before boarding. Buses only stop at bus stops and do not always come to a
complete stop be prepared to hop on to a moving bus. The conductor collects fares and
issues tickets. Bus passes are also available. There is separate seating for women at the front
of the bus.
Air-conditioned Volvo buses are being introduced in many cities, which offer a more
comfortable and faster ride than the older city buses. Worldwide demand for bus
transportation is driven by population growth. Most of the growth is expected to occur in
urban areas in developing economies. About 80 percent of public transportation passengers
around the world use buses, according to the International Association of Public Transport.
The level and reliability of bus services is often dependent on the quality of the local road
network and levels of traffic congestion, and the population density. Services may be
organized on tightly regulated networks with restrictions on when and where services operate
.public transport buses may operate on a zero-fare basis, or ticket validation may be through
use of on-board/off-board proof-of-payment systems.
In some competitive systems, an incumbent operator may introduce a low cost unit paying
lower wages, in order to be able to offer lower fares, using older buses cascaded from a main
fleet to also reduce costs.

2.2 IMPORTANCE OF PUBLIC TRANSPORT

Mobility is important to reach destinations where people can perform activities for reasons to
achieve their personal and business goals. The main function of public transport (PT) is to
provide accessibility of places where people perform activities in regional as well as urban
areas.

2.3 RELEVANCE CUSTOMER SAATISFACTION WITH PUBLIC

TRANSPORT
Demand for public transport is defined as the number of people who are willing to travel by
public transport. Travelers in public transport are customers. Customers of public transport
experience a service product moving them from an origin to a destination. From a customers
point of view, public transport is seen as a transport service. Customer satisfaction is a main
issue for transport services. Customer satisfaction is important for the demand and therefore
for continuity and profitability of the suppliers of public transport.

2.4 CUSTOMER SATISFACTION : EVALUATION OF SUPPLY AND

EXPECTATION
Literature is combined to provide a theoretical framework. Customer satisfaction with a
public transport journey is the result of an evaluation of offered supply by a public transport
operator and authority compared to

travelers expectations. Travelers expectations are

influenced by their needs. The needs safety, speed and ease are dis-satisfiers . When dissatisfiers are evaluated insufficiently, travelers with alternative travel options may quit
using the public transport service. The needs comfort and experience are satisfiers. New
travelers can mainly be attracted with comfort and pleasant experienced aspects. In addition,
expectations increasing customer satisfaction with public transport regarding travelers needs
are influenced by promised supply. Moreover, customers satisfaction of a journey is
influenced by the experience and satisfaction of previous journeys. Furthermore, customer
satisfaction could be influenced both positively as well as negatively by media attention.

2.5 RESEARCH GOAL: COST EFFICIENCY TO INCREASE

CUSTOMER SATISFACTION

In the literature, a lot of research has been done regarding costs and travel time, but less about
person characteristics and image aspects influencing customer satisfaction with public
transport. The goal of public transport operators and authorities is increasing customer
satisfaction cost efficiency. However, there is a lack of knowledge on how to do this.
Therefore, the research goal is to determine what variables contribute to customer satisfaction
of public transport services in Kerala.

2.6 IMPORTANCE OF PUBLIC TRANSPORT AND CUSTOMER

SATISFACTION
The main function of public transport is to provide accessibility. Customer satisfaction is very
important to transport services. Customer satisfaction with public transport is defined as the
degree to which an individual positively evaluates the overall quality of a public transport
service. Satisfied customers could become loyal customers. Literature shows that customer
loyalty is important for the operator, because loyal customers use the service more frequently
and recommend the service to others by telling them about their positive experiences.
Therefore, demand and revenues of transport services are highly dependent of customer
satisfaction.

CHAPTER-3
REVIEW OF LITERATURE

REVIEW OF LITERATURE
Customer satisfaction is very important to transport services. Customer satisfaction with
public transport is defined as the degree to which an individual positively evaluates the
overall quality of a public transport service. Satisfied customers could become loyal
customers. Literature shows that customer loyalty is important for the operator, because loyal
customers use the service more frequently and recommend the service to others by telling
them about their positive experiences. Therefore, demand and revenues of transport services
are highly dependent of customer satisfaction.
In the literature, a lot of research has been done regarding costs and travel time, but less about
person characteristics and image aspects influencing customer satisfaction with public
transport. The goal of public transport operators and authorities is increasing customer
satisfaction cost efficiency. The research focuses on the contribution of supply (regions and
modalities), travel and travelers characteristics, regions and transport service types to
customer satisfaction.
Customer satisfaction with a public transport journey is the result of an evaluation of offered
supply by a public transport operator and authority compared to travelers expectations.
Travelers expectations are influenced by their needs. The needs comfort and experience are
satisfiers. New travelers can mainly be attracted with comfort and pleasant experienced
aspects. In addition, expectation regarding travelers needs are influenced by promised
supply. Moreover, customers satisfaction of a journey is influenced by the experience and
satisfaction of previous journeys.
Concluded from many customer satisfaction researches can be that the most important supply
sub aspects are travel time and punctuality. Many other variables make low contributions to
customer satisfaction individually; however, together, many appreciations of sub aspects
properly explain customer satisfaction. This research focuses on the influences and
contributions of offered supply, travel characteristics and traveler characteristics. First, supply
characteristics are transport service types. travel characteristics are the amount of passengers,
day part and trip purpose. Travelers in public transport are customers. Customers of public
transport experience a service product moving them from an origin to a destination. From a
customers point of view, public transport is seen as a transport service.

CHAPTER-4

DATA ANALYSIS AND

INTERPRETATIONDATA COLLECTION
MODE OF TRANSPORT THAT PEOPLE USING FREQUENTLY
Table :1

Basis
Car
Train
Bus (KRTC)
Private van service
Source: primary data

Number of

respondents

2
2
18
3

percentage
8
8
72
12

Inference

From the above table it is clear that 72% of the respondents are using bus services (KRTC)
regularly and 12% of the respondents go by private van services 2% of the respondents go by
car and train frequently.

PEOPLE LIVING FAR FROM TERTIARY

Table:2

Basis
0-10km
11-20km
21-30km
30+km

Number of respondents
13
6
3
3

percentage
52
24
12
12

Source: primary data

Inference: From the above table it is clear that 52% of the respondents live 0-10km far from

tertiary and 24%of the respondents live 11-20km far from tertiary 12%of respondents live 2130km far from tertiary and 12% of respondents live 30+ km far away from tertiary.

PEOPLES OPINION ABOUT PUBLIC TRANSPORT

Table:3

Basis

Number of respondents

percentage

Fares too high

Lack of parking
Irregular
Lack of cleanliness
Lack of safety
Regular
Fair cost
Source: Primary data

3
2
4
3
8
4
1

12
8
16
12
32
16
4

Inference
From the above table it is clear that 32%of the

respondents suggest lack of safety about public

transport and 16% of respondents suggest equally about regular and irregularity of public transport
12% of respondents opinion about KRTC is fares too high and lack of cleanliness 8% of respondent
suggest lack of parking about public transport and remaining 4% suggest fare cost.

USAGE OF PUBLIC TRANSPORTATION

Table:4

Basis
Daily
Several times a week
Weekly
Several times a month
Source: Primary data

Number of respondents
16
5
0
4

Percentage
64
20
0
16

Inference: From the above table it is clear that 64% of the respondents are using public
transportation daily,20% of the respondents are using bus services several times a week and
16% of the respondents are using bus service several times a week.
RESPONSE OF PUBLIC TOWARDS NON AVAILABILITY OF TRANSPORTATION SERVICE IN
DAILY SCHEDULES
Table:5

Basis
Seriously affect
Moderately affect
Not affected
No response
Source: Primary data

Number of respondents
14
6
1
4

Percentage
56
24
4
16

Inference : From the above table it is clear that 56% of the respondents are seriously
affected with reduced or no public transportation service 24% of respondents are moderately
affected 4% of respondents are not affected and 16% of respondents does-not responds.

AVERAGE VEHICLE TRIPS OF RESPONDENTS IN A WEEK

Table:6

Basis
1-5
6-10
11-15
16-20
More than 20
None
Source: Primary data

Number of respondents
16
4
3
2
0
0

Percentage
64
16
12
8
0
0

Inference: From the above table it is clear that 64% of the respondents take 1-5 vehicle trips
a week, 16% of respondents take 6-10 vehicle trips a week 12% of respondents take 11-15
vehicle trips and 8% of respondents take 16-20 average vehicle trip in a week.

PAYMENT ON PUBLIC TRANSPORT EACH WAY

Table:7
Basis

Number of respondents

Percentage

Less than 10.00

11-20
21-30
31-40
Above 41

0
3
15
5
2

0
12
60
20
8

Source :Primary data

Inference
From the above table it is clear that 60% of respondents pay in-between 21-30 rupees for the
public transportation service each way.20% of respondents pay in-between 31-40 rupees and
12% of respondents pay in-between 11-20 rupees for their travel in each way and finally 8%
of respondents are paying above 41 rupees for their travel on public transportation each way.

REASON BEHIND NON-USAGE OF TRANSPORTATION SERVICE REGULARLY.

Table:8
Basis

Number of respondents

Percentage

No service where I am or where I 0

want to go.
Limited hours of operation
7
I do not feel safe on bus
6
Inability to get on workplace at 7

28
24
28

time.

I do not know about it

I do not need it
others

0
5
0

0
20
0

Source: Primary data

Inference: From the above table it is clear that 28% of respondents are not using

transportation service regularly due to limited hours of operation and inability to get on
workplace at time. 24% of respondents are not using transportation service because they do
not feel safe on bus and 20% of respondents are not using transportation service because they
do not need it.

TIME SPEND BY RESPONDENTS FOR USING PUBLIC TRANSPORTATION

Table:9

Basis

Number of

Percentage

respondents
6am to 9am

16

9am to 12noon

14

56

12noon to 4pm

28

4pm to 7pm

7pm to 10pm

Source: Primary data

Inference :From the above table it is clear that 16% of the respondents spend time on 6am to
9am for using transportation service. 56% of the respondents use transportation service on
9am to 12noon and 28% of the respondents use transportation service on 12noon to 4pm

OVERALL QUALITY AND CONDITION OF ROAD TRANSPORT

Table:10

Basis
Excellent
Good
Fair
Poor
Source: Primary data

Number

of Percentage

respondents
2
6
13
4

8
24
52
16

Inference :From the above table it is clear that 8% of the respondents choose excellent 24%
of the respondents choose good 52% of the respondents choose fair and 16% of the
respondents choose poor.

APPENDIX

QUESTIONAIRE
TOPIC: PUBLIC TRANSPORTATION AND SATISFACTION LEVEL OF
CUSTOMERS

NAME :
AGE:
GENDER:

1.Please specify your mode of transport?

Car

Train

Bus

Private van service

2. How far do you live from your tertiary?

0-10km

11-20km

21-30km

30+km

3.State your opinion about public transport?

Fares too high

Lack of parking

Lack of safety

Regular

Irregular

Lack of cleanliness

Fair cost

4. How often do you use public transportation?

Daily

Several times a week

Weekly

Several times a month

5. How does reduced or no public transportation service affect your daily activities (work,
shopping) ?
Seriously affect

Moderately affect

Not affected

6.In an average week, how many vehicles trips do you take?

1-5

6-10

11-15

16-20 more than 20

none

7.How much would you pay for a transportation service each way?
Less than 10.00

11-20

21-30

31-40

above 41

No response

8.If you do not use the Bus regularly, why not?

No service where I am or where I want to go
do not feel safe on bus
I do not need it

Limited hours of operation

Inability to get on workplace at time I do not know about it

Others

9.What time would you most want to use the transportation service?
6am to 9 am

9am to 12Noon

12Noon to 4pm

4pm to 7pm

7pm to 10pm

10. What was your opinion about overall quality and condition of road transport?
Excellent

Good

Fair

Poor

CHAPTER-5
CONCLUSION

Conclusion

From the study it is clear that 72% of the respondents are using KRTC bus services.52% of
the respondents live 0-10km far from their tertiary and also from the study it is clear that
32% of the respondents suggest lack of safety about public transportation services. 64% of
the respondents are using public transportation daily and 56% of the respondents are
seriously affected with reduced or no public transportation service. 64% of the respondents
take 1-5 vehicle trips a week and 60% of the respondents pay in-between 21-30 rupees for
the public transportation service each way. 28% of respondents are not using transportation
service regularly due to limited hours of operation and inability to get on workplace at time,
and 56% of the respondents spend 9am to 12noon for using transportation service and 52% of
the respondents choose fair for the overall quality and condition of road transport.
Im insight into the study that public transportation plays a significant role as it improves the
quality of our day to day life by expediting traffic saves money and creates new jobs. Service
orientation is the path which adds value to the customer and creates satisfaction .it is clear
from the study that reliability of the system such as punctuality, travel time, reliability in the
services, comfort in the vehicle, cleanliness these factors are perceived by users as much less
important, this can be a turning point in understanding social issues for further development
of transportation services.

BIBLIOGRAPHY

C.R KOTHARI, RESEARCH METHODOLOGY NEW AGE INTERNATIONAL

PUBLISHERS, INDIA, 15-200