A project report on consumer perception towards GSRTC (st gujarat)

A project report on
“To study perception of people of Sachin Area towards various services provided by
GSRTC during January 2014 to March 2014”
For partial fulfillment of the requirement
For the degree of B.B.A programs
Prepared by:
Sani B. Gandhi (115)
[T.Y. B.B.A. MARKETING]
Under the guidance of:
Mr. Ojas Desai
Submitted to
B.R.C.M. College of Business Administration
Veer Narmad South Gujarat University,
Surat.
Year:
2013-2014

ACKNOWLEDGEMENT
I (Sani Gandhi), take this opportunity to thank my guide Mr. Ojas Desai 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 Sachin Area 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.
I am highly obliged to my support team, who helped me during the training period and
cooperated in solving queries. I am very grateful to my college and all those who have directly or
indirectly helped me to bring this effort to completion.
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.
DECLARATION

I, Sani Gandhi, declare that this project report entitled “To study the perception of people of
Sachin Area towards various services provided by GSRTC” is the result of my own work carried
out during December to February 2012-2013 and has not been previously submitted to any other
university or institute for any other purpose by me or by any other person.
I will not use this project report in future to use as submission to any other university or institute
without written permission of my guide.
I also promise not to permit any other person to copy from this report in any form.
If I am found or caught as defaulter of above declaration, I know that my present of future
submissions may become invalid and/ or may not be permitted to appear in the final exam.
Sani Gandhi
Marketing
ROLL NO: 115
SIGN:
EXECUTIVE SUMMARY

The title of the project is “A study to know perception of people of Sachin is towards
various services provided by GSRTC”. In this aspect the detailed analysis is done against this
key aspect to understand satisfaction and perception 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
Railway and private Bus service providers.
The required primary source of data is collected from people staying in Sachin area
through personal surveys and an empirical study is done for knowing their perception in making
key decisions while consuming and selecting GSRTC.
Here descriptive research design is used and an option based questionnaire is prepared for
personal interview and many open ended, grid type question, graphical question and ranking
questions are used and the information gathered is used to conduct research and conclude their
perception. Here data is collected from 200 respondents living in Sachin area and here for data
analysis various software are used for example SPSS for many questions, for multi choice
options Google Docs is used and for Chi-square and cross tabulation, excel program is used and
total analysis is completed using various distributive frequencies, charts and percentages.
But here many limitations were faced like limited knowledge of research, limited span
related Sachin area only, lack of experience and respondents were sleeted as per convenience
sampling.
TABLE OF CONTENT
CHAPTER TOPIC PAGE NO.

NO.
DECLARATION
ACKWNOLEDGMENT
EXECUTIVE SUMMARY
1. INTRODUCTION
1.1 Introduction to Transportation Industry 1
1.2 Introduction to GSRTC 2
1.3 Introduction to topic 11
2. LITRETURE REVIEW 13
3. RESEARCH METHODOLOGY
4.1 Research Objectives 16
4.2 Research Design 16
4.3 Sources of Data 16
4.4 Population 17
4.5 Sampling: Frame, Technique, Samples 17
4.5 Data collection: Methods, Types of Data and instruments used 17
4.6: Data analysis: tools and techniques 18
4.7 Limitations of Research 18
4.8 scope of research 18
4. DATA ANALYSIS 20-78
5. FACTS AND FINDINGS 88
6. CONCLUSIONS AND SUGGESTIONS 92
BIBLIOGRAPHY
ANNEXURE
List of Charts:
SR NO TOPIC PAGE NO

Chart 1 Awareness about various services 20
Chart 2 Do you agree that internal space and sitting arrangement of buses
are comfortable?
22
Chart 3 Are you satisfied with sleeping berth and internal space in sleeper
buses?
24
Chart 4 What do you feel about the price charged by GSRTC for their
various services?
25
Chart 5 Do you favour that location of Sachin Bus Station is at right
location?
27
Chart 6 Suggestion about location of Bus depot 28
Chart 7 Evaluations of various parameters of Bus Depots 32
Chart 8 Comparison with Railway of GSRTC 36
Chart 9 Ranking of GSRTC, MSRTC and RSRTC on various
parameters
38
Chart 10 Comparison of GSRTC and Private service provider 41
Chart 11 Evolution of Bus conductors on various parameters 45
Chart 12 Evolution of Bus Drivers on various parameters 50
Chart 13 Satisfaction with SMS service for Express buses 52
Chart 14 Evolution of GSRTC website on various criteria 53
Chart 15 Agreement with crowd in the bus 57
Chart 16 Favouring of parcel courier service for GSRTC 58
Chart 17 Evaluation of GSRTC on timings and punctuality 60
Chart 18 Satisfaction with routes coverage 62
Chart 19 Suggestions for various routes 63
Chart 20 Agreement for improvement in quality after PPP 65
Chart 21 Satisfaction with frequency of various buses 67
Chart 22 Recommendation regarding GSRTC to others 70
Chart 23 Consumption pattern of mobile booking application 71
Chart 24 Evolution of mobile application on various parameters 73
Chart 25 Awareness regarding various services offered on discounted
basis
75

Chart 26-
32
Various cross tabulation charts 76-88
List of Tables:
SR NO TOPIC PAGE NO
Table 1 Awareness about various services 20
Table 2 Do you agree that internal space and sitting arrangement of
buses are comfortable?
22
Table 3 Are you satisfied with sleeping berth and internal space in
sleeper buses?
23
Table 4 What do you feel about the price charged by GSRTC for
their various services?
25
Table 5 Do you favour that location of Sachin Bus Station is at right
location?
26
Table 6 Suggestion about location of Bus depot 28
Table 7 Evaluations of various parameters of Bus Depots 29-31
Table 8 Comparison with Railway of GSRTC 35
Table 9 Ranking of GSRTC, MSRTC and RSRTC on various
parameters
37
Table 10 Comparison of GSRTC and Private service provider 40
Table 11 Evolution of Bus conductors on various parameters 43-44
Table 12 Evolution of Bus Drivers on various parameters 48-49
Table 13 Satisfaction with SMS service for Express buses 52
Table 14 Evolution of GSRTC website on various criteria 53
Table 15 Agreement with crowd in the bus 56
Table 16 Favouring of parcel courier service for GSRTC 58
Table 17 Evaluation of GSRTC on timings and
punctuality
59
Table 18 Satisfaction with routes coverage 61
Table 19 Suggestions for various routes 63
Table 20 Agreement for improvement in quality after PPP 64

Table 21 Satisfaction with frequency of various buses 66
Table 22 Recommendation regarding GSRTC to others 70
Table 23 Consumption pattern of mobile booking application 71
Table 24 Evolution of mobile application on various parameters 72
Table 25 Awareness regarding various services offered on
discounted basis
75
Table 26-32 Various cross tabulation tables 76-87

CHAPTER: 1 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 three buses and
three 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. APSRTC has been acknowledged as the single corporation
having the largest bus fleet in the world. The city of Chennai houses one of Asia's largest bus
terminus, the Chennai Mofussil Bus Terminus. In 2009, the Government 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.
2. Company profile
2.1. Introduction to GSRTC
Parent Government of Gujarat
Founded May 1, 1960
Headquarters Central ST Workshop,Naroda, Ahmedabad
Service area Gujarat
Service type Bus
Stops 1554
Stations 226
Depots 125
Fleet 6514 on road (2009-2010) of 8000 total
Daily ridership 2324000 (2009-10)
Annual ridership 848 Million (2009-10)
Fuel type Diesel, CNG
Chief executive B.H. Ghodasara (Chairman)

Vice-Chairman & Managing
Director
Mukesh Puri
Website www.gsrtc.in, www.gujaratsrtc.com
2.2.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 aka Gujarat state road Transport Corporation is a road transport organization
providing intercity services within Gujarat and interstate bus services to Rajasthan,
Maharashtra and Madhya Pradesh. GSRTC has in its fleet about 8500+ buses, and serves 300

bus stations. GSRTC runs Mofussil bus services (Road transportation to major cities, small
villages and villages), intercity bus services (Road transportation between Ahmadabad,
Baroda, Rajkot, Surat, Bharuch and other major cities), Interstate bus services to Rajasthan,
Maharashtra, Madhya Pradesh and city bus services. GSRTC provides regular, express and
semi-luxury bus services, and are very affordable.
Gujarat State Road Transport Corporation (GSRTC) is a public transport corporation
providing bus services within Gujarat and to the neighboring states of Rajasthan, Madhya
Pradesh and Maharashtra. It also runs buses to the Union Territories of Daman & Diu.
GSRTC has total of approximately 9000 buses covering 16 divisions within the State of
Gujarat. Bus service also has the "Raise your hand and take a ride" facility for so many
routes.
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.
 Interstate Services connect various cities of Gujarat to the neighboring states of Madhya
Pradesh, Maharashtra and Rajasthan
 Parcel Services are available for transporting goods.
 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
2.3. 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
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.
passenger for the first stage of 6 Kms. or part thereof.
5. For Gandhinagar City Services and Other City Services:
1) Rs.4.00 per passenger per stage or part thereof for first stage.
2) Thereafter Re.1/- per passenger per stage or part thereof up to 11 stage.
3) Thereafter Re.1/- per passenger per every two stage or part thereof from 12th and
13th stage.
4) Thereafter Re.1/- per passenger per every three stage or part thereof.
5) In addition to the fare calculated above, Rs.2.00 shall be chargeable in Ahmedabad -
Gandhinagar Point Service and Re.1/- shall be chargeable in Gandhinagar City Point
Service.
6) Where express services declared as such by the Gujarat State Road Transport
Corporation and as approved by the State Transport Authority or the Regional
Transport Authorities concerned are provided the same rate as mentioned in [1], [2],
[3], [4], [5] above plus 25% of the same.
The minimum fare chargeable shall be Rs.4.00 per adult passenger and Rs.2/- for child
passenger for a journey of first stage of two kilometers or part thereof.
Provided further that if 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.

6. 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.
7. 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.
2.4.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
2.5.GSRTC Divisions
GSRTC got 16 divisions which are as following.
Division Referred As
Ahmedabad Aashram
Amreli Gir
Vadodara (Baroda) Vishwamitri
Bhavnagar Shetrunjay
Bhuj Kutch
Bharuch Narmada
Godhra Pavagadh
Himmatnagar Sabar
Jamnagar ( Rajkot ) Dwarka
Junagadh Somnath
Mehsana Modhera
Nadiad Amul
Palanpur Banas
Rajkot Saurashtra
Surat Surya Nagri
Valsad Daman Ganga
3. What is consumer Perception
Perception (from the Latin perception, perception) is the organization, identification, and
interpretation of sensory information in order to represent and understand the environment.
Perception can have various meanings but in marketing, it is often described as a process
by which a consumer identifies, organizes, and interprets information to create meaning. A
consumer will selectively perceive what they will ultimately classify as their needs and wants.

Perception is a psychological variable involved in the purchase decision process that is
known to influence consumer behavior. Other variables included in this consumer process
include: motivation, learning, attitude, personality, and lifestyle. All of these concepts are crucial
in interpreting the consumer buying process and can also help guide marketing efforts.
Selective Perception is the process by which individuals perceive what they want to in
media messages and disregard the rest.
Seymour Smith, a prominent advertising researcher, found evidence for selective
perception in advertising research in the early 1960s, and he defined it to be "a procedure by
which people let in, or screen out, advertising material they have an opportunity to see or hear.
They do so because of their attitudes, beliefs, usage preferences and habits, conditioning, etc."
People who like, buy, or are considering buying a brand are more likely to notice advertising
than are those who are neutral toward the brand. This fact has repercussions within the field of
advertising research because any post-advertising analysis that examines the differences in
attitudes or buying behavior among those aware versus those unaware of advertising is flawed
unless pre-existing differences are controlled for.
Selective perceptions are categorized under two types: a low level of perception, known
as perceptual vigilance, and a higher level of perception, known as perceptual defense.
Perception can be shaped by learning, memory and expectations. The Customer
Perceived value of a product is the difference between the prospective customer's evaluation of
all the benefits and all the costs of an offering, in comparison to the perceived alternatives.
Formally it may be conceptualized as the relationship between the consumer's perceived benefits
in relation to the perceived costs of receiving these benefits. It is often expressed as the equation:
Value = Benefits / Cost The customers get benefits and assume costs.
4. Introduction to study the perception of people of Sachin Area towards various
services provided by GSRTC during January 2014 to March 2014

GSRTC serves the role of lifeline across the state of Gujarat. Over past 53 years of its
existence, it has proved to be a dependable mode of transportation in every nook and corner of
the state. It is providing services in most of the rural areas of the state. The environment has
thrown up GSRTC to the challenges like productivity improvement, mark orientation and
financial engineering. GSRTC has been trying hard to face the new challenges through
vigorously pursuing a process of technical and managerial up gradation.
Gujarat State Road Transport Corporation has played a pivotal role in the
economic growth of the state through operating an extensive passenger transport network and
reaching out to villages. It provides direct employment to approximately 52000 people whose
professional skills are kept in high regard even by people outside GSRTC.
Various controllable and uncontrollable factors affect the performance of the
GSRTC. It is hypothesized that by controlling at least controllable factors GSRTC can improve
its operational performance and thereby customer service. The main motto behind performance
review of GSRTC is to contribute in improving performance of GSRTC and provide best service
to its customers and satisfy the needs of customers behind the transportation problems.
The study entitled “consumer perception towards various GSRTC services” is
conducting in Sachin area The study is undertaken to know the perception, attitude and
knowledge of the people of Sachin area towards various GSRTC services. The study is
conducting by collection of information from various people who travel through GSRTC bus or
who have knowledge in Sachin area
The respondents have mostly travelled through railway and many other
private buses and not in GSRTC bus due to lack of awareness & negative perception
towards GSRTC services.
The expectations of the travelers are quite high. Many expect very high level of
services from GSRTC like good conditioned buses, connectivity with each and every place of
Gujarat and neighboring states or location of Bus station at their work place and home.

Regularity in travelling, where they are living and where they want to go also has a major impact
in choosing the means of travelling
The study also asks about level of awareness towards E-ticketing and website of
GSRTC and satisfaction level of passengers towards these. .
Project Title: “A Study to know perception of people of Sachin Area towards various GSRTC
services during January 2014 to March 2014 .
Problem Statement : Many people have travelled through GSRTC buses but many of other
people either don’t know about GSRTC services or they have wrong perceptual image about
various aspects of GSRTC like Depots, Drivers, Conductors and condition of buses etc. so to
know about what they think and what they expect from GSRTC which can be improved.
CHAPTER: 2 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. Kalyanaraman and Sehgal have examined a few methods for estimating future road traffic.
They advocate two methods, viz., mechanical and analytical. The mechanical methods
simply project forwards the past trends assuming that future experience is direct function of

past experience, whereas analytical methods classify and analyze the several related
components or factors that have caused the historical trend pattern.
3. 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.
4. Manjula Singh has observed in her study that, I India, the operating ratio (revenue-
expenditure) is always above 100 for rail and less than 80 for road transport. She
recommends a well-coordinated road transportation system on the basis of such factors as
assessment of demand for roads on vehicle requirement, distance from main roads, and
coordination of local bodies, land surfaces regional development and employment
considerations.
5. Sharma, in one array of questions fundamental to effectiveness in any social service, probes
the questions: what are we trying to do not only today but for tomorrow and next year and for
the unforeseeable future? How do we best use the talents of our staff and how should they be
rewarded? Instead of talking about our duty to the passenger, can we find out how to get him
across Delhi at lowest costs in both time and money?
6. R. R. Khan presents a broad outline of the network of transport system in India. He covered
a wide range of information falling within the broad sphere of the subject matter of transport
management. Apart from continuing systems approach, a model to build up a comprehensive
transport system and demographic data for transport planning, the book sets out benchmark
data and provides an analytical study of several vital areas of transport management.
7. Srivastavapresented 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.

8. Baig, Natees and Dr. Iqbal B.A. in their book on Transport as a constraintfor Agro –
Industrial Development in Uttar Pradesh, have pointed out thattransport provides both
backward and forward linkages to the economy of a region or a state or a country. The
dependence of India and more so of Uttar Pradesh on agriculture provides large scale
opportunities for developing agro-based industries and the same requires adequate
availability of transport infrastructure.
9. 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.
10. 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.
11. Central Institute of Road Transport (CIRT), Pune, contributed a paper to a seminar on
“How to Make STUs Financially Viable?”, held by Association of Road Transport
Undertakings, New Delhi, identified the problems of interest burden, constraints on
increasing fare, leakages of traffic revenue, and traffic management as major problems in the
way of effective management of State Transport Undertakings and made some practicable
suggestions.

Chapter 3: RESEARCH METHODOLOGY
4.1.Objectives of the Study:.
a. Primary Objective
 To study whether People of Sachin area are aware various services provided by
GSRTC.
 To understand and analyse perception and attitude of people of Sachin area towards
various services provided by GSRTC.
b. Secondary objectives
 To find out the passenger’s level of satisfaction towards buses and various other
GSRTC services.

 To know the passenger’s expectation towards GSRTC services.
 To understand and analyse online booking and mobile application using pattern
across the Gender and age wise.
 Demographics.
4.2. RESEARCH DESIGN
 In this project in order to meet the research objectives, descriptive research design is used for
study.
DESCRIPTIVE RESEARCH DESIGN
 Descriptive research design includes surveys and fact findings, enquiries of different kinds.
The major purpose of descriptive research is description of the state of affairs, as it exists at
present. In social science and business research, we quite often use the term ex post facto
research for descriptive research studies. The main characteristics of this method are that the
researcher has not control over the variable; he can only report what has happened or what is
happening. Most ex post facto research projects are used for descriptive studies in which the
researcher seeks to measure such items.
 Descriptive research method will be applicable to the existing problem. In this project e.g
preference of passengers to prefer GSRTC, perception towads Drivers, Conductors, Bus
depots and Buses on various parameters.
4.3. POPULATION
 The population for this project is people who are traveling through GSRTC bus and People
who are aware about GSRTC services of Sachin area.
4.4. SAMPLING
1. SAMPLING TECHNIQUE: Convenient sampling Under Non-probabilistic Sampling.
Under the Convenient Sampling of 200 respondents is taken.

2. SAMPLE SIZE: In this project 200 sample size is taken.
3. SAMPLE FRAME: As total population is not known . sample frame can not defined.
4.5. Data Collection
1. TYPE OF DATA
 Primary data : Questionnaire And personal discussion with People traveling through
GSRTC Buses and who are aware abot 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, rating questions,
graphical and Grid type questions are involved.
3. METHOD
 Personal survey Method . In this method Data is collected by convincing and asking
question to those who are consuming and aware of various GSRTC services.
4.6. Data Analysis:
Tools & Techniques :
 Graphical charts, pie charts, Bar charts , Cross tabulation and chi square test are used.
 The data was processed through tabulated frequency distributions using the SPSS
program. A correlation statistical technique was then used to test and establish the

strength of the relationship between the variables. A regression model was used to
examine the percentage of variance of the dependent variable explained by the
independent variables for prediction purposes. Many others like chi test,…can be used
4.7. Limitation of Work:
 The survey is limited to Sachin area only.
 Study of awareness and perception of the passengers is only based on sample size.
 Since the study is based on the Convenient sampling it may not depict the accurate
outcome for population.
 Level of accuracy of results of research is restricted to the accuracy level with which
the investors have given answers and the accuracy level of the answer cannot be
predicted
 The findings are based solely on the information provided by the respondents and
there is a possibility of biased results.
4.8. Scope of Study
 This study is limited to only Sachin 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.

CHEPTER: 4 DATA ANALYSIS
Question#01: Mark the services you are aware of, which are provided by GSRTC
Frequency table number:01
Services provided Frequency Percentages
1. Online booking facility 146 73
2. Express bus timetable through SMS 66 33
3. Buses connecting to industrial Zones 93 47
4. Buses connecting to Ahmadabad international
airport
100 50
5. Festival services connecting to seasonal festivals 124 62
6. concession to students and daily commuters 107 54
7. Free travelling for girls living in Rural areas 79 40
Source: SPSS software analysis
Chart Number:01

Interpretation
From the above table and chart, we can say about awareness regarding various services as
following:
o 73% of the population knows about the online booking facility of GSRTC and that ¾ of
the population has awareness regarding online booking facility of GSRTC.
o Only 1/3 population of Sachin area are aware about service of sending time-table through
SMS and they are 33% of the total population.
o Less than the half of the population is aware about the service Buses connecting to
industrial zone that is 47% of the population.
o Half of the population knows about the service of buses connecting to Ahmadabad
international airport.
o 62% of the population knows about the festival service of GSRTC in which GSRTC
provides the service of Buses connecting to various festivals of Gujarat.
o Only half of the population knows about the service of providing passes to students and
daily commuters at the concessional rate and they are 54% of the total population.
o Free travelling for rural girls for that is pass service without any cost and 40% of the
population has the awreness regarding this service.
73
33
47
50
62
54
40
Awareness about various services provided
Online booking facility
Express bus timetable through SMS
Buses connecting to industrial Zones
Buses connecting to Ahmadabad
international airport
Festival services connecting to seasonal
festivals
concession to students and daily
commuters
Free travelling for girls living in Rural
areas

Hence we can conclude that in almost all services half of the population of Sachin area has
awareness regarding various services provided by GSRTC.
Question#02: Do you agree that internal space and sitting arrangement of buses are comfortable?
Frequency table: 02
Parameters Frequency Percent Cumulative Percent
Strongly agree 45 22.5 22.5
Agree 97 48.5 71.0
Neutral 30 15.0 86.0
Disagree 16 8.0 94.0
Strongly disagree 12 6.0 100.0
Total 200 100.0
Average level of satisfaction with sitting arrangement and internal space: 2.27
Chart Number: 02

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 48.5%
o Very less number of people are disagree with sitting arrangement that is only 8% only
and 6% are only disagree and 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 15% people are nighters agree nor
disagree.
Thus we can conclude that people of Sachin area are satisfied with sitting arrangement and
internal space of GSRTC bus.
Question#03: Are you satisfied with sleeping berth and internal space in sleeper buses?
Frequency table: 03
0
10
20
30
40
50
stongly agree Agree Neutral disagree strongly
disagree
22.5
48.5
15
8 6
Do you agree that internal space and sitting
arrangement of buses are comfortable?

Parameter Frequency Percent Cumulative Percent
Agree 113 56.5 66.5
Neutral 46 23.0 89.5
Total 200 100.0
Average level of satisfaction with sitting arrangement and internal space: 2.37
Chart Number:03
Interpretation
satisfaction with sleeping berth and internal space in sleeper buses.
10
56.5
23
8
2.5
Are you satisfied with sleeping berth and
internal space in sleeper buses
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

o Majority of the respondents are agree that sleeping berth and internal space in sleeper
buses are comfortable and they are more than half of the total population that is 56.5%
o Very less number of people are disagree with sleeping berth and internal space in sleeper
buses that is only 8% only and 2.5% 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 1/10 of the population is very happy and satisfied with internal sitting arrangement and
space and they are 10% of total population. While 23% people are neither agree nor
disagree.
Thus we can conclude that people of Sachin area are satisfied sleeping berth and internal space
in sleeper buses.
Question#04: What do you feel about the price charged by GSRTC for their various services?
Frequency table: 04
very high 20 10.0 10.0
High 66 33.0 43.0
reasonable 97 48.5 91.5
Low 8 4.0 95.5
very low 9 4.5 100.0
Total 200 100.0
Average level of satisfaction the price charged by GSRTC for their various services: 2.60
Chart Number : 04

Interpretation
satisfaction with the price charged by GSRTC for their various services.
o Majority of the respondents are agree that sleeping the price charged by GSRTC for their
various services are reasonable and they are neither high nor low and they are almost half
of the total population that is 48.5%.
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 less number of people feel that the price charged by GSRTC for their various services
that is low that is only 4% and 4.5% are only who believe that the price charged by
GSRTC for their various services are very low.
o 1/10 of the population feels that the price charged by GSRTC for their various services are
very high and they are 10% of total population.
Thus we can conclude that people of Sachin area feel that price charged by GSRTC is high to
some extent moderate in nature.
10
33
48.5
4 4.5
What do you feel about the price charged by
GSRTC for their various services?
very high
high
reasonable
low
very low

Question # 05 Do you favour that location of Sachin Bus Station is at right location?
Frequency table: 05
Yes 148 74.0 74.0
No 52 26.0 100.0
Total 200 100.0
Average level of satisfaction with location of Sachin Bus Station: 1.26
Chart number:05
Interpretation
satisfaction level with location of Sachin bus station.
0 10 20 30 40 50 60 70 80
Yes
No
74
26
Do you favour that location of Sachin Bus
Station is at right location?

o Majority of the respondents are agree and satisfied with location and they are almost ¾ of
the population that is 74% of the population.
o ¼ of the population are dissatisfied with location of bus station that is 26% of the total
population.
Thus we can conclude that people of Sachin area feel happy and satisfied with the location of
Sachin bus station.
Question # 06: According to you, which of the following location would be a better location for a Bus
Stand?
Frequency table: 06
Sachin GIDC area 7 13.5 13.5
Sachin Housing area 18 34.6 48.1
Lajpor Central Jail area 2 3.8 51.9
Sachin station Road area 22 42.3 94.2
Other 3 5.8 100.0
Total 52 100.0
Average mean of suggestions about location of Sachin Bus Station: 1.26
Chart Number: 06

Interpretation
From the above chart we can say about location preference for Sachin bus station is as
following:
o Majority of people feel that Sachin bus station area should be at Sachin station road area
that is 42.3% people say it.
o While 1/3 of the population that is 34.6% people say that location should be at Sachin
Housing area.
o While location preference of bus station is very less at Sachin GIDC and Lajpor central
jail Area that is 13.5% and 3.8% only respectively.
o While 5% of people have show their preference to area such as Pardi, palsana chowkdi
and Bhestan.
Thus if current location of bus station is needed to be changed then it should be at Station
road or Housing area.
Question 7(combined of 5 questions)
Question #07.1 Rate GSRTC Bus Depots and Bus Stations on cleanliness criteria.
13.5
34.6
3.8
42.3
5.8
0
5
10
15
20
25
30
35
40
45
Sachin GIDC area Sachin Housing
area
Lajpor Central Jail
area
Sachin station
Road area
other
location that would be a better location for a
Bus Stand

Average level of satisfaction with cleanliness of bus depots: 2.92
Frequency table: 7.1
Worst 13 6.5 6.5
Bad 47 23.5 30.0
Average 85 42.5 72.5
Good 47 23.5 96.0
Best 8 4.0 100.0
Total 200 100.0
Question #07.2 Rate GSRTC Bus Depots and Bus Stations on sitting arrangement.
.
Average level of satisfaction with sitting arrangement on bus depots: 2.95
Worst 13 6.5 6.5
Bad 42 21.0 27.5
Average 67 33.5 61.0
Good 63 31.5 92.5
Best 15 7.5 100.0
Total 200 100.0
Question #07.3 Rate GSRTC Bus Depots and Bus Stations on inquiry counter.

Average level of satisfaction with inquiry counter of bus depots: 3.13
Worst 20 10.0 10.0
Bad 48 24.0 34.0
Average 74 37.0 71.0
Good 46 23.0 94.0
Best 12 6.0 100.0
Total 200 100.0
Question #07.4 Rate GSRTC Bus Depots and Bus Stations on water facility.
Average level of satisfaction with water facility of bus depots: 2.91
Worst 33 16.5 16.5
Bad 47 23.5 40.0
Average 62 31.0 71.0
Good 47 23.5 94.5
Best 11 5.5 100.0
Total 200 100.0
Question #07.5 Rate GSRTC Bus Depots and Bus Stations on advance ticket window.

Average level of satisfaction with cleanliness of bus depots: 2.78
Worst 11 5.5 5.5
Bad 46 23.0 28.5
Average 61 30.5 59.0
Good 43 21.5 80.5
Best 39 19.5 100.0
Total 200 100.0
Chart Number : 07

Interpretation
From the above chart we can say about various aspects about GSRTC bus depots as
following.
1. Cleanliness
o Majority of people say that cleanliness at bus depot are moderate means average which can
be said that according to 42.5% people of Sachin area, bus depots are neither clean nor dirty.
o While 23.5 % people say that bus depots are in Bad condition as far as cleanliness is
concerned.
o While very less number of people feels that bus depots are very dirty and they are only 6.5%.
6.5
23.5
42.5
23.5
4
6.5
21
33.5
31.5
7.5
10
24
37
23
6
16.5
23.5
31
23.5
5.55.5
23
30.5
21.5
19.5
0
5
10
15
20
25
30
35
40
45
Worst Bad Average Good Best
cleaniness
sitting
arrengement
inquiry counter
water facility
advance ticket
window

o But at the same time people favoring that bus depots are very clean is also very less in
number and they are only 4% of total population.
o While 23.5% people feel that depot are good as far as cleanliness is concerned.
Hence we can conclude that people of Sachin area believe that bus Depots are neither clean
nor dirty, they are average as far as cleanliness is concerned.
2. Sitting arrangement
o 1/3 of population say that sitting arrangement at bus depot are moderate means average
which can be said that according to 33.5% people of Sachin area, bus depots have sitting
arrangement neither bad nor good.
o While 31.5 % people say that bus depots are in Bad condition as far as sitting arrangement is
concerned.
o While very less number of people feels that bus depots are worst if sitting arrangement is
concerned and they are only 7.5%.
o But at the same time people favoring that bus depots have very best sitting arrangement are
also very less in number and they are only 6.5% of total population.
o While 21% people feel that depot are good as far as sitting arrangement is concerned.
Hence we can conclude that people of Sachin area believe that bus Depots are neither bad
nor good, they are average as far as sitting arrangement is concerned.
3. Inquiry counter
o More than 1/3 of population say that inquiry counter at bus depot are average means from
inquiry counter information that one can obtain is of average quality and it can be said that
according to 37% people of Sachin area, bus depots have inquiry counter neither bad nor
good.
o While 24 % people say that bus depots are in Bad condition as far as inquiry counter is
concerned, people will not get required information.
o While very less number of people feels that bus depots are worst if inquiry counter is
concerned and they are only 10%.
o But at the same time people favoring that bus depots have very best inquiry counters are also
very less in number and they are only 6% of total population.

o While 23% people feel that depot are good as far as inquiry counter is concerned.
Hence we can conclude that people of Sachin area believe that bus Depots are neither bad
nor good, they are average as far as inquiry counter is concerned.
4. Water facility
o Less than 1/3 of population say that water facility at bus depot are moderate means average
which can be said that according to 31% people of Sachin area, bus depots have water
facility neither bad nor good.
o While 23.5 % people say that bus depots are in Bad condition as far as sitting water facility is
concerned means one might get bad quality water and or even may not get water on some
depots.
o While very less number of people feels that bus depots are worst if water facility is
concerned and they are only 16.5%. So highly dissatisfaction with water facility amongst
people of Sachin area is less.
o But at the same time people favoring that bus depots have very best water facility are also
very less in number and they are only 5.5% of total population. So highly satisfaction with
water facility amongst people of Sachin area is very less.
o While 23.5% people feel that depot are good as far as water facility is concerned.
Hence we can say that people of Sachin area believe that bus Depots are having bad water
facility and very large number of people are not satisfied with water facility.
5. Advance ticket window
o Less than 1/3 of population say that advance ticket window at bus depot are average and it
can be said that according to 30.5% people of Sachin area, bus depots have advance ticket
window neither bad nor good.
o While 23 % people say that bus depots are in Bad condition as far as advance ticket window
is concerned, people will not get required registration in advance.
o While very less number of people feels that bus depots are worst if advance ticket window is
concerned and they are only 5.5%.

o But at the same time people favoring that bus depots have very best advance ticket window
are also very less in number and they are only 14.5% of total population. And hence we can
say that high satisfaction with advance ticket window is less in Sachin area.
o While 21.5% people feel that depot are good as far as advance ticket window is concerned.
Hence we can conclude that people of Sachin area believe that bus Depots are good as far
as advance ticket window is concerned so we can say that people of Sachin area is satisfied
with advance ticket window.
Question # 08: Rate GSRTC and Railway following Factors
Frequency table: 08
Factors GSRTC Railway Average
Frequency Percent Frequency Percent
1. Rates charged 41 20.5 159 79.5 1.80
2. Availability of buses
/Train
80 40.0 120 60.0 1.60
3. Cleanliness 158 79.0 42 21.0 1.21
4. Conditions of Buses/
train
116 58.0 84 42.0 1.42
5. Routes covered 126 63.0 74 37.0 1.37
6. Timings and
punctuality
109 54.5 91 45.5 1.46
7. Comfort 92 46.0 108 54.0 1.54
8. Crowd 67 33.5 133 66.5 1.67
Chart Number: 08

Interpretation
 From the above chart we can say on various aspects through comparison between Railway
and GSRTC.
o Almost 4/5 which is 79.5% of the population of Sachin area feels that railway is more
economical compared to GSRTC while only 20.5% only believe that GSRTC is
economical. So we can say that railway is best at Rates charged.
o While Sachin area population feels that trains are easily available rather than GSRTC
buses, only 40% people feels that GSRTC buses are easily available compared to railway
with 60%.
o On cleanliness issue Sachin area population found GSRTC 3 times better then railway,
79% people believe that GSRTC buses and Depots are more clean then Railway station
and trains.
0
10
20
30
40
50
60
70
80
20.5
40
79
58
63
54.5
46
33.5
79.5
60
21
42
37
45.5
54
66.5
GSRTC
Railway

o Compared to conditions of trains, 58% of people of Sachin area found that GSRTC bus’s
condition is better.
o 3/5 People of Sachin area that is 63% feels that GSRTC is covering more routes
compared to railway.
o If we compare railway and GSRTC, 54.5% of people feel that GSRTC is more punctual
and with proper timing then Railway.
o More than half of population of Sachin area that is 54% feels that Railway train is more
comfortable then GSRTC buses.
o 2/3 of the population feels that Railway trains are more crowded then GSRTC buses, so
we can say that GSRTC buses are less crowded according to people of Sachin area.
Question # 09: Rank GSRTC, MSRTC and RSRTC on following Factors.
Frequency table: 09
Factors Rank:1 Rank:2 Rank:3
Frequency % Frequency % Frequency %
1. Rates charged 115 57.5 42 21 43 21.5
2. Availability of buses 129 64.5 31 15.5 40 20
3. Cleanliness 132 66 59 29.5 9 4.5
4. Conditions of Buses 117 58.5 54 27 29 14.5
5. Routes covered 152 76 26 13 22 11
6. Timings and punctuality 149 74.5 31 15.5 20 10
7. Comfort 98 49 48 24 54 27
8. Crowd 127 63.5 51 25.5 22 11
Chart Number: 09

Interpretation
 From the above chart we can say on various aspects through ranking among GSRTC,
MSRTC and RSRTC as following.
o Almost 3/5 of the population said that GSRTC is best as far as rates charges are
concerned means 57.5% population says that GSRTC is economical, while around 20%
people says that MSRTC and RSRTC are better then GSRTC if rates charged are
concerned.
o While almost 2/3 of the population belives that GSRTC buses are best as far as
availability of buses are concerned. While rest of the population considers RSRTC and
MSRTC better then GSRTC.
Rates charged
Availability of buses
Cleanliness
Conditions of Buses
Routes covered
Timings and punctuality
Comfort
Crowd
57.5
64.5
66
58.5
76
74.5
49
63.5
21
15.5
29.5
27
13
15.5
24
25.5
21.5
20
4.5
14.5
11
10
27
11
Rank GSRTC, MSRTC AND RSRTC on various
parameters
Rank 3 Rank 2 Rank 1

o While 2/3 of the population says that GSRTC buses have more cleanliness compared to
MSRTC and RSRTC.
o While 58.5% of the population rates GSRTC before MSRTC and RSRTC as far as
condition of buses is concerned.
o While almost ¾ of the population that 74.5% is believes that GSRTC is able to cover
more routes compared to MSRTC and RSRTC.
o 76% of the population rates GSRTC before MSRTC and RSRTC as far as timings and
punctuality is concerned.
o Almost half of the population that is 49% people said that GSRTC buses are more
comfortable compared to MSRTC and RSRTC.
o While 63.5% of the population believes that GSRTC buses are more crowded compared
to MSRTC and RSRTC.
Question # 10: Rank GSRTC and private buses service provider on following Factors
Frequency table: 10

Factors GSRTC service provider Average
Frequency Percent Frequency Percent
1. Time taken for
travelling
90 45.0 110 55.0 1.55
2. Rates/ fare charges 128 68.0 72 36.0 1.36
3. Availability 124 62.0 76 38.0 1.38
4. Timings 124 62.0 76 38.0 1.38
5. Online/ advance
booking facility
114 57.0 86 43.0 1.43
6. Condition of Buses 97 48.5 103 51.5 1.52
7. Reliability of service
provider
106 53.0 94 47.0 1.47
8. Cleanliness 85 42.5 115 57.5 1.58
9. Websites of that
institute
140 70.0 60 30.0 1.30
10. Discounts on group
booking
143 71.5 57 28.5 1.29
11. Discounts on return
tickets
141 70.5 59 29.5
Chart Number: 10

Interpretation
 From the above chart we can say on various aspects through comparison between private
service providers and GSRTC.
o According to people of Sachin area private buses are taking less time compared to
GSRTC buses and hence can say that according 55% population of Sachin area private
buses are much more faster than GSRTC.
o More than 3/5 People of Sachin area that is 68% feels that GSRTC is more economical
compared to private buses.
45
68
62 62
57
48.5
53
42.5
70 71.5 70.5
55
36 38 38
43
51.5
47
57.5
30 28.5 29.5
comparison private buses service provider on
variousFactors
GSRTC private service provider

o Sachin area population feels that GSRTC buses are easily available rather than private
buses, only 38% people feels that private buses are easily available compared to GSRTC
with 62%.
o If we compare private and GSRTC, 62% of people feel that GSRTC is much more better
compared to private service providers as far as timings is concerned.
o While online booking issue is concerned 57% of population found GSRTC better
compared to private buses with only 43% and hence from GSRTC advance and online
booking facility is good.
o If condition of vehicle is concerned then both private and GSRTC buses are equal where
GSRTC is 48.5% while private with 51.5%.
o Reliability of service provider if we consider than people of Sachin area found both as
equal where GSRTC is with57% while Private is with 43% of the population.
o On cleanliness issue Sachin area population found private buses better then GSRTC bus,
less than half of the population with 42.5% people believes that GSRTC buses and
Depots are clean More than half of population of Sachin area that is 54% feels that
Railway train is more comfortable then GSRTC buses.
o And we consider website of institute, discount on group booking and discount on return
ticket GSRTC is 2.5 times better than private firm having 70%, 71.5% and 70.5%
respectively compared to private firms with 30%, 28.5% and 29.5% respectively.
Question #11.1 Rate GSRTC Bus conductors of GSRTC on their Behaviour
.

Average level of satisfaction with behaviour of bus conductors: 3.02
Worst 15 7.5 7.5
Bad 33 16.5 24.0
Average 96 48.0 72.0
Good 45 22.5 94.5
Best 11 5.5 100.0
Total 200 100.0
Question #11.2 Rate GSRTC Bus conductors of GSRTC on their honesty.
Average level of satisfaction with honesty of bus conductors: 2.86
Frequency table
Worst 13 6.5 6.5
Bad 64 32.0 38.5
Average 72 36.0 74.5
Good 41 20.5 95.0
Best 10 5.0 100.0
Total 200 100.0
Question #11.3 Rate GSRTC Bus conductors of GSRTC on their helpfulness.

Average level of satisfaction with helpfulness of bus conductors: 3.06
Worst 21 10.5 10.5
Bad 46 23.0 33.5
Average 60 30.0 63.5
Good 41 20.5 84.0
Best 32 16.0 100.0
Total 200 100.0
Question #11.4 Rate GSRTC Bus conductors of GSRTC on their dressing sense.
Average level of satisfaction with dressing sense of bus conductors: 3.09
Worst 8 4.0 4.0
Bad 53 26.5 30.5
Average 72 36.0 66.5
Good 53 26.5 93.0
Best 14 7.0 100.0
Total 200 100.0
Chart Number: 11

From the above chart we can say about various aspects about GSRTC conductors as
following.
1. Behaviour
o Almost half of population say that conductors of bus are moderate as far as behaviour is
concerned means it can be said that according to 48% people of Sachin area, bus
conductors are behaving neither good nor bad.
o While 16.5% people say that bus conductors are bad as far as behaviour is concerned.
Means 16.5% persons feels that conductors are not properly behaving.
7.5
16.5
48
22.5
5.5
6.5
32
36
20.5
5
4
26.5
36
26.5
7
10.5
23
30
20.5
16
0 10 20 30 40 50 60
Worst
Bad
Average
Good
Best
dressing sense
helpfulness
honesty
behaviour

o While very less number of people feels that bus conductors are not at all behaving well
and very hasty in nature and they are only 7.5% that is less than the 1/10 of the
population.
o But at the same time people favoring that bus conductors are very nicely behaving is also
very less in number and they are only 5.5% of total population.
o While 26.5% people feel that conductors are good as far as behaviour is concerned.
Hence we can conclude that people of Sachin area have belief that GSRTC bus conductors
are helping in nature.
2. honesty
o More than 1/3 of population say that conductors of bus are moderate as far as honesty is
concerned means it can be said that according to 36% people of Sachin area, bus conductors
are honest means they are loyal to their job.
o While 32% people say that bus conductors are bad as far as honesty is concerned. Means
23% persons feels that conductors are not honest and not doing their job moralistically.
o While very less number of people feels that bus conductors are not at all honest and they are
only 7.5% that is less than the 1/10 of the population.
o But at the same time people favoring that bus conductors are very honest are also very less in
o While 20.5% people feel that conductors are good as far as honesty is concerned.
Hence we can conclude that people of Sachin area have belief bus conductors are not at all
honest and they are not loyal to their job.
3. helpfulness
o Less than 1/3 of population say that conductors of bus are moderate as far as helpfulness is
concerned means it can be said that according to 30% people of Sachin area, bus conductors
are neither helping nor harsh in nature.
o While 23% people say that bus conductors are bad as far as helpfulness is concerned. Means
23% persons feels that conductors are not helping.
o While very less number of people feels that bus conductors are not at all helping and they are
only 10.5% that is the 1/10 of the population.

o But at the same time people favoring that bus conductors are very helping is also very less in
o While 20.5% people feel that conductors are good as far as helpfulness is concerned.
Hence we can conclude that people of Sachin area have belief from both ends many find
conductors very much helping while many find them hasty in nature and not at all helping.
4. Dressing Sense
o Less than 1/3 of population say that conductors of bus are moderate as far as dressing sense
is concerned means it can be said that according to 36% people of Sachin area, bus
conductors are dressed neither properly nor badly.
o While 26.5% people say that bus conductors are bad as far as dressing sense is concerned.
Means 26.5% persons feels that conductors are not well and properly dressed.
o While very less number of people feels that bus conductors are not at all properly dressed and
may not be found in dress and they are only 4% that is less than 1/20 of the population.
o But at the same time people favoring that bus conductors are very well dressed are also very
less in number and they are only 4% of total population.
o While 26.5% people feel that conductors are good as far as dressing sense is concerned.
Hence we can conclude that people of Sachin area have belief bus conductors regarding
dressing sense that they find conductor appropriately dressed but they are not totally
satisfied with dressing sense or dissatisfied.
Question#12.1: Rate the Drivers of GSRTC on their carefulness of Driving.
Average level of satisfaction with carefulness of bus driver: 3.10

Worst 6 3.0 3.0
Bad 45 22.5 25.5
Average 92 46.0 71.5
Good 37 18.5 90.0
Best 20 10.0 100.0
Total 200 100.0
Question#12.2: Rate the Drivers of GSRTC on their fitness.
Average level of satisfaction with fitness of bus driver: 2.81
Worst 9 4.5 4.5
Bad 73 36.5 41.0
Average 71 35.5 76.5
Good 42 21.0 97.5
Best 5 2.5 100.0
Total 200 100.0
Question#12.3: Rate the Drivers of GSRTC on their addiction to alcohol.

Average level of satisfaction with addiction to alcohol of bus driver: 2.89
Worst 27 13.5 13.5
Bad 51 25.5 39.0
Average 53 26.5 65.5
Good 55 27.5 93.0
Best 14 7.0 100.0
Total 200 100.0
Chart Number: 12
From the above chart we can say about various aspects about GSRTC drivers as following.
3
22.5
46
18.5
10
4.5
36.5
35.5
21
2.5
13.5
25.5
26.5
27.5
7
0
5
10
15
20
25
30
35
40
45
50
Worst Bad Average Good Best
carefulness of driving
fitness of driver
addition to alcohol

1. Carefulness of driving
o Almost half of population says that drivers of bus are moderate as far as carefulness of
driving is concerned means it can be said that according to 46% people of Sachin area,
bus drivers are driving neither roughly nor with too much care.
o While 22.5% people say that bus drivers are bad as far as carefulness of driving is
concerned. Means 22.5% persons feels that conductors are not properly driving but
driving carelessly.
o While very less number of people feels that bus drivers are not at all driving well and
very careless in nature and they are only 3% of the population.
o But at the same time people favoring that bus drivers are very nicely driving is also very
less in number and they are only 10% of total population.
o While 18.5% people feel that drivers are good as far as behaviour is concerned.
Hence we can conclude that people of Sachin area have belief that GSRTC bus drivers are
mostly careless in driving.
2. Fitness of driving
o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver
is concerned means it can be said that according to 35.5% people of Sachin area, bus
drivers are driving neither roughly nor with too much care.
o While 36.5% people say that bus drivers are bad as far as fitness of driver is concerned.
Means 36.5% persons feels that drivers are not proper for driving the bus.
o While very less number of people feels that bus drivers are not at all fit for driving well
and they are only 4.5% of the population.
o But at the same time people favoring that bus drivers are very fit for driving is also very
less in number and they are only 2.5% of total population.
o While 21% people feel that drivers are good as far as fitness is concerned.
not at all fit for driving.
3. Addiction to alcohol

o Almost 1/3 of population says that drivers of bus are moderate as far as fitness of driver
is concerned means it can be said that according to 35.5% people of Sachin area, bus
drivers are driving neither roughly nor with too much care.
o While 36.5% people say that bus drivers are bad as far as fitness of driver is concerned.
Means 36.5% persons feels that drivers are not proper for driving the bus.
o While very less number of people feels that bus drivers are not at all fit for driving well
and they are only 4.5% of the population.
o But at the same time people favoring that bus drivers are very fit for driving is also very
less in number and they are only 2.5% of total population.
o While 21% people feel that drivers are good as far as fitness is concerned.
mostly careless in driving.
Question#13 Do you like the service of providing Express Bus time-table through SMS?
Average level of satisfaction with service of providing Express Bus time-table through SMS:
1.25
Frequency table:13
Frequency Percent Cumulative Percent
Yes 151 75.5 75.5
No 49 24.5 100.0
Total 200 100.0
Chart Number: 13

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 75.5% of the
population.
o ¼ of the population don’t like the service of providing express bus time table through
SMS that is 24.5% of the total population.
Thus we can conclude that people of Sachin area feel happy and satisfied with the service of
providing express bus time table through SMS.
Question#14 Rate the GSRTC’s website on following criteria.
Parameter 1 2 3 4 5
Informative 5 44 82 48 21
User friendly 14 30 78 52 26
Timely updated 43 78 39 19 21
Speed of accessing 39 74 39 26 22
75.5
24.5
liking the service of providing Express Bus
time-table through SMS
Yes
No

Percentage table: 14.1
Parameter 1 2 3 4 5
Informative 2.5 22 41 24 10.5
User friendly 7.0 15 39 26 13
Timely updated 21.5 39 19.5 9.5 10.5
Speed of accessing 19.5 37 19.5 13 11
Chart Number: 14

Interpretation
From the above chart we can conclude about GSRTC website as following.
1. Informative:
o 41% of the population of Sachin area has given 3 marks out of five and hence according
to 41% of the people information available on GSRTC website is average.
o And only 2.5% people have given 1 mark only and hence we can say that very less
number of people have bad perceptions about information availability on website.
o While 22% people say that GSRTC website is bad as far as information is concerned as
they have given 2 marks only.
o While 24% have given 4 marks means according to them, GSRTC website is good as far
as information is concerned.
o While 1/10 of the population that is 10.5% say that GSRTC website has best information
is available.
2. User friendly:
0
5
10
15
20
25
30
35
40
45
Informative User friendly Timely updated Speed of accessing
2.5
7
21.5
19.5
22
15
39
37
41
39
19.5 19.5
24
26
9.5
13
10.5
13
10.5 11
1
2
3
4
5

to 39% of the people GSRTC website is average to use means it is neither difficult nor
very easy to operate.
o And only 7% people have given 1 mark only and hence we can say that very less number
of people believe that GSRTC website is difficult to use.
o While 15% people say that GSRTC website is bad as far as usage friendliness is
concerned as they have given 2 marks only.
o While 26% have given 4 marks means according to them, GSRTC website is good as far
as user friendliness is concerned.
o While more than 1/10 of the population that is 13% say that GSRTC website has best as
far ease of operation is concerned.
3. Timely updated
to 39% of the people GSRTC website is bad as far as timely updating is concerned.
number of people believe that GSRTC website is timely updated and hence according to
them GSRTC website is rigid in nature.
o While 19.5% people say that GSRTC website is average as far as timely updating is
o While 9.5% have given 4 marks means according to them, GSRTC website is good as far
as timly updation is concerned.
o While 1/10 of the population that is 10.5% say that GSRTC website is best as far timely
updating is concerned.
4. Speed of accessing
to 37% of the people GSRTC website is bad as far as speed of accessing is concerned.
number of people believe that GSRTC website is very speedily accessed and hence
according to them GSRTC website is slow in nature.

o While 19.5% people say that GSRTC website is average as far as speed of accessing is
o While 13% have given 4 marks means according to them, GSRTC website is fast and
good as far as speed of accessing is concerned.
o While 1/10 of the population that is 11% say that GSRTC website is best as far speed is
concerned.
Question#15: Do you agree that GSRTC Buses are always crowded?
Average level of agrrement with crowd in GSRTC bus: 1.96
Frequency table: 15
Agree 130 65.0 86.0
Neutral 22 11.0 97.0
Strongly disagree 0 0 100.0
Total 200 100.0
Chart Number: 15

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
65% of the population and hence we can say that people of Sachin 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 Sachin area feels that GSRTC buses are
running empty having no passenger and hence according to Sachin 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 Sachin area believes that GSRTC buses are always
Crowded.
21
65
11
3 00
10
20
30
40
50
60
70
strongly agree Agree neutral disagree Strongly disagree
Do you agree that GSRTC Buses are always
crowded?

Question#16: Do you favour that GSRTC should also start parcel courier services as MSRTC
does?
Average level of favouring for stating corior service by GSRTC: 1.34
Frequency table: 16
Yes 132 66.0 66.0
No 68 34.0 100.0
Total 200 100.0
Chart Number: 16
Interpretation
From the above chart and average mean we can have following conclusions about the
Suggestions of starting Parcel currier service.
66
34
Do you favour that GSRTC should also start
parcel courier services as MSRTC does?
yes
no

o Majority of the respondents do agree that GSRTC should also start Parcel currier service
as MSRTC does and they are 2/3 of the population that is 66% feels positively about
starting of parcel services.
o 1/3 of the populations don’t like that should also start Parcel currier service as MSRTC
does and they are 34% of the total population.
Thus we can conclude that people of Sachin area feel that should also start Parcel currier
service as MSRTC does.
Question#17: Evaluate GSRTC bus service parameters timings and punctuality by putting tick mark in
appropriate cell.
Frequency table: 17
Box in which mark was done Frequency Percentage
Box:1 14 7.0
Box:2 9 4.5
Box:3 30 15.0
Box:4 22 11.0
Box:5 73 36.5
Box:6 22 11.0
Box:7 8 4.0
Box:8 11 5.5
Box:9 11 5.5

Chart Number: 17
Interpretation
From the above chart we can conclude about timings and punctuality as following.
1. Minimum punctuality & maximum timings: according to 7% of the population GSRTC
bus never runs on time that is minimum punctuality but they say that GSRTC’s timings
of buses are best means at all time there is a bus.
2. Average punctuality & maximum timings: according to 4.5% of the population GSRTC
bus has average punctuality and average time buses run on time that is average
punctuality but they say that GSRTC’s timings of buses are best means at all time there is
a bus.
3. Maximum punctuality & maximum timings: according to 15% of the population GSRTC
bus always runs on time that is maximum punctuality but they say that GSRTC’s timings
of buses are best means at all time there is a bus.
4. Minimum punctuality & average timings: according to 11% of the population GSRTC
of buses are average as far as timings are concerned.
7
4.5
15
11
36.5
11
4
5.5 5.5
Evaluate GSRTC bus service parameters
timings and punctuality
Box:1
Box:2
Box:3
Box:4
Box:5
Box:6
Box:7
Box:8
Box:9

5. Average punctuality & average timings: according to majority of the population that is
15% of the population GSRTC bus has average punctuality and average time buses run
on time that is average punctuality but they say that GSRTC’s timings of buses are
average as far as timings are concerned.
6. Maximum punctuality & average timings: according to 11% of the population GSRTC
of buses are average as far as timings are concerned.
7. Minimum punctuality & minimum timings: according to 4% of the population GSRTC
of buses are worst as far as timings are concerned.
8. Average punctuality & minimum timings: according to majority of the population that is
5.5% of the population GSRTC bus has average punctuality and average time buses run
on time that is average punctuality but they say that GSRTC’s timings of buses are
average as far as timings are concerned means in many case, each time there would be a
bus available.
9. Maximum punctuality & minimum timings: according to 5.5% of the population GSRTC
of buses are worst as far as timings are concerned.
Question#18: Are you satisfied with the routes covered by GSRTC?
Average level of satisfaction with routes coverage: 1.16
Frequency table: 18
Yes 169 84.5 84.5
No 31 15.5 100.0
Total 200 100.0

Chart Number: 18
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 84.5% 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 15.5% of the total population.
Thus we can conclude that people of Sachin area are highly satisfied with routes coverage.
Question#19 Name the routes or Highway segments on which you want that GSRTC should start
Bus services.
84.5
15.5
Are you satisfied with the routes covered by
GSRTC?
Yes
No

Frequency table:19
Place from where service should be operated Frequency Percentage
1. Sachin to Bardoli 21 41.17
2. Sachin-Palsana-Ena- Bardoli 11 21.57
3. Surat-Sachin GIDC-Sachin- Navsari 9 17.64
4. Other 10 19.61
Chart Number: 19
Interpretation
From the above Graph, we can have following sayings regarding demands of bus service
locations:
o Majority of the people are asking for a bus service between Sachin to bardoli that is 42%
population is in favour of starting of bus between Sachin to bardoli.
o While 1/5 of the population believes that from Sachin to bardoli via palsana and Ena
village that is 21.57% people are in favour for starting bus between Sachin-palsana-Ena-
bardoli.
41.17
21.57
17.64
19.61
Suggetions regurding place where GSRTC should start
their bus service
Sachin to Bardoli
Sachin-Palsana-Ena- Bardoli
Surat-Sachin GIDC-Sachin-
Navsari
Other

o While many people have suggested that surat-navsari intercity should be started which
should go via Sachin GIDC rather then going straight Surat-sachin-Navsari route and
17.64% students are suggesting this.
o While almost 20% people have suggested other routes such as many local areas, schools
and colleges and many areas like Kansad area, Sachin housing Area etc.
Question#20: Do you agree that Quality of services provided by GSRTC has been improved after
PPP (Public Private Partnership)
Average level of satisfaction with improvement in quality after PPP: 2.10
Frequency table: 20
Agree 131 65.5 82.0
Neutral 24 12.0 94.0
Disagree 7 3.5 97.5
Total 200 100.0
Chart Number: 20

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 65.5%.
o Very less number of people are disagree with improvement in service quality of GSRTC
after PPP that is 3.5% only.
o While only 2.5% are only strongly disagree with statement that improvement in service
quality of GSRTC after PPP and hence we can say that dissatisfaction with the statement
of improvement in quality after PPP is very less.
o Less than 1/5 of the population are very happy and satisfied with quality improvement
that GSRTC achieved after PPP and they are 16.5% of total population. While 12%
people are neither agree nor disagree about improvement in quality.
Thus we can conclude that people of Sachin area are satisfied with quality of service that has
been improved after PPP.
Question#21 Rate the frequency of various buses of GSRTC.
16.5
65.5
12
3.52.5
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

Frequency table:21
Type of the bus 1 2 3 4 5
1. Ordinary/ local bus 24 37 67 42 30
2. Express buses 21 44 59 47 29
3. Intercity express buses 19 29 78 54 20
4. Semi luxury/ Gurjarnagari Buses 20 39 57 64 26
5. Luxury buses 28 42 29 72 29
6. Sleeper buses 22 31 47 59 41
7. Volvo and A.C buses 21 44 49 67 19
Percentage table of above frequency
1. Ordinary/ local bus 12.0 18.5 33.5 21.0 15.0
2. Express buses 10.5 22.0 29.5 23.5 14.5
3. Intercity express buses 9.5 14.5 39.0 27.0 10.0
4. Semi luxury/ Gurjarnagari Buses 10.0 19.5 28.5 32.0 13.0
5. Luxury buses 14.0 21.0 14.5 36.0 14.5
6. Sleeper buses 11.0 15.5 23.5 29.5 20.5
7. Volvo and A.C buses 10.5 22.0 24.5 33.5 14.5
Chart Number: 21

Interpretation
From the above chart and average mean we can have following conclusions about frequency
of various buses that people of Sachin area will give about GSRTC.
o Ordinary buses
 1/3 of the population is believes that frequency is average as far as local buses are
concerned that is 33.5% of the population says it.
 While around 1/5 of the population is satisfied with frequency of local buses that is 21%
of the population.
 18% of the population is dissatisfied with frequency of ordinary buses.
 While 12% people are highly dissatisfied with local bus frequency and 15% of the
population are highly satisfied with local bus frequency.
0
5
10
15
20
25
30
35
40
Ordinary/
local bus
Express
buses
Intercity
express
buses
Semi
luxury/
Gurjarnagar
i Buses
Luxury
buses
Sleeper
buses
Volvo and
A.C buses
1 12 10.5 9.5 10 14 11 10.5
2 18.5 22 14.5 19.5 21 15.5 22
3 33.5 29.5 39 28.5 14.5 23.5 24.5
4 21 23.5 27 32 36 29.5 33.5
5 15 14.5 10 13 14.5 20.5 14.5
Rate frequency of various GSRTC buses

o Express buses
 Less then1/3 of the population is believes that frequency is average as far as express
buses are concerned that is 29.5% of the population says it.
 While around 1/4 of the population is satisfied with frequency of express buses that is
23.5% of the population.
 22% of the population is dissatisfied with frequency of express buses.
 While 10.5% people are highly dissatisfied with express bus frequency and 14.5% of the
population are highly satisfied with express bus frequency.
o Intercity Express buses
 More then1/3 of the population is believes that frequency is average as far as intercity
express buses are concerned that is 37% of the population says it.
 While around 1/4 of the population is satisfied with frequency of intercity express buses
that is 27% of the population.
 14.5% of the population is dissatisfied with frequency of intercity express buses.
 While 9.5% people are highly dissatisfied with intercity express bus frequency and 10%
of the population are highly satisfied with intercity express bus frequency.
o Semi luxury/ Gurjarnagri buses
 More then1/4 of the population is believes that frequency is average as far as Semi luxury
 While around 1/5 of the population is satisfied with frequency of Semi luxury buses that
is 19.5% of the population.
 32% of the population is dissatisfied with frequency of Semi luxury buses.
 While 14.5% people are highly dissatisfied with Semi luxury bus frequency and 10% of
the population are highly satisfied with Semi luxury bus frequency.
o Luxury buses
 More then1/4 of the population is satisfied with frequency of luxury buses that is 36 of
the population.

 While around 1/10 of the population believes that frequency is average as far as luxury
 21% of the population is dissatisfied with frequency of luxury buses.
 While 14% people are highly dissatisfied with luxury bus frequency and 14.5% of the
population are highly satisfied with luxury bus frequency.
o Sleeper buses
 More then1/5 of the population is believes that frequency is average as far as Sleeper
 While around 1/4 of the population is satisfied with frequency of Sleeper buses that is
 15.5% of the population is dissatisfied with frequency of intercity express buses.
 While 11% people are highly dissatisfied with intercity express bus frequency and 20.5%
o Volvo and AC buses
 Around 1/4 of the population believes that frequency is average as far as Sleeper buses
are concerned that is 24.5% of the population says it.
 While around 1/3 of the population is satisfied with frequency of Sleeper buses that is
 22% of the population is dissatisfied with frequency of intercity express buses.
 While 10.5% people are highly dissatisfied with intercity express bus frequency and 9.5%

Question#22: will you recommend GSRTC Bus service to others?
Average level of recommendation by passengers to others: 1.28
Frequency table:22
Yes 144 72.0 72.0
No 56 28.0 100.0
Total 200 100.0
Chart Number: 22
Interpretation
recommendation that people of Sachin 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 72% of the population.
72%
28%
will you recommend GSRTC Bus service to
others?
Yes
No

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 Sachin area feel happy and satisfied with the GSRTC
and will recommend to others.
Question#23: Have you ever used the GSRTC’s mobile application for booking?
Average level of usage of online booking mobile application: 1.74
Frequency table:23
Yes 53 26.5 26.5
No 147 73.5 100.0
Total 200 100.0
Chart Number: 23
26%
74%
Have you ever used the GSRTC’s mobile
application for booking?
yes
no

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 almost ¾ of the population that is 74% of the population.
o While only ¼ of the population have used online booking through mobile application that
is 26% of the total population.
Thus we can conclude that people of Sachin 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
Sachin area.
Question#24: Rate the GSRTC’s mobile application for booking on the following criteria.
Frequency table:24
Rating Safety User friendliness Speed of accessing
frequency percentage frequency percentage frequency Percentage
1 3 5.66 5 9.43 3 5.66
2 12 22.64 5 9.43 7 13.21
3 12 22.64 30 56.60 11 20.75
4 24 45.28 10 18.87 27 50.94
5 2 3.77 3 5.66 5 9.43
Chart Number: 24

1. User friendly:
o 56.6% of the population of Sachin area has given 3 marks out of five and hence
according to 56.6% of the people GSRTC mobile application is average to use means it is
neither difficult nor very easy to operate.
number of people believe that GSRTC mobile application is difficult to use.
o While 9.43% people say that GSRTC mobile application is bad as far as usage
friendliness is concerned as they have given 2 marks only.
o While 18.87% have given 4 marks means according to them, GSRTC mobile application
is good as far as user friendliness is concerned.
o While 1/20 of the population that is 5.66% say that GSRTC mobile application has best
as far ease of operation is concerned.
2. Safety
o 22.64% of the population of Sachin area has given 2 marks out of five and hence
according to 22.64% of the people GSRTC mobile application is bad as far as safety is
concerned.
0
10
20
30
40
50
60
safety user friendliness speed of accesing
5.66
9.43
5.66
22.64
9.43
13.21
22.64
56.6
20.75
45.28
18.87
50.94
3.77
5.66
9.43
Rate the GSRTC’s mobile application for booking on the various criteria.
1 mark 2 marks 3 marks 4 marks 5 marks

number of people believe that GSRTC mobile application is not safe.
o While 22.64% people say that GSRTC mobile application is average as far as safety is
o While 45.28% have given 4 marks means according to them, GSRTC mobile application
is good as far as safety is concerned.
o While less than 1/20 of the population that is 3.77% say that GSRTC mobile application
is best as far safety is concerned and hence very less person feels that GSRTC mobile
application is 100% safe.
3. Speed of accessing
to 37% of the people GSRTC mobile application is bad as far as speed is concerned.
number of people believe that GSRTC mobile application is very speedily accessed and
hence according to them GSRTC website is slow in nature.
o While 19.5% people say that GSRTC website is mobile application as far as speed of
accessing is concerned as they have given 3 marks only.
o While 13% have given 4 marks means according to them, GSRTC mobile application is
fast and good as far as speed of accessing is concerned.
o While 1/10 of the population that is 11% say that GSRTC mobile application is best as
far speed is concerned.

Question#25 Mark the services those are provided on the free bases or at discounted rates that
you are aware of.
Frequency table: 25
Services provided Frequency Percentages
1. 82.5% discounts to students 127 64
2. Free travelling for 3 to 5 years children 88 44
3. 5% discount on group booking 130 65
4. No payment gateway charges for mobile/online
booking.
118 59
5. 100%discount to rural girls 86 43
6. 10% discount on Return ticket booking 91 46
Chart Number: 25
64
44
65
59
43
46
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

Interpretation
From the above table and chart, we can say about awareness regarding various services as
following:
o 2/3 of the population knows about the service of providing passes to students and daily
commuters at the concessional rate of 82.5% and they are 64% of the total population.
o Less than the half of the population is aware about the free travelling service for 3 to 5
year children that is 44% of the population.
o 65% of the population knows about the service of 5% discount of group booking in
which GSRTC provides the 5% discount on travelling fare if some requirement of
number of persons is fulfilled.
o 59% of the population knows about the online booking facility in which no payment
charges through mobile booking.
o Free travelling for rural girls for that is pass service without any cost and 43% of the
population has the awareness regarding this service.
o Half of the population knows about the service of 10% discount of return ticket booking
in which GSRTC provides the 10% discount on travelling fare of both time and if a
passenger purchases return ticket as well.
Hence we can conclude that in almost all services half of the population of Sachin area has
awareness regarding various services provided by GSRTC on discounted or free basis.
Cross tabulation part and chi-square test part

Cross tabulation#01
Actual Frequency Satisfied with sitting Arrangement in the Bus
Recommendations strongly Agree Agree Neutral Disagree Strongly
Disagree
Grand
Total
Yes 37 69 17 13 8 144
No 8 28 13 3 4 56
Grand Total 45 97 30 16 12 200
Source : Excel analysis
Chart Number : 26
Interpretation:
Thus we can conclude about relationship satisfaction with sitting arrangement and
recommendation:
o If person is strongly agreed or agree that GSRTC buses are comfortable then they will
suggest of recommend GSRTC to others.
o If a person feels little discomfort or if he has neutral judgment regarding sitting
arrangement than there might not be any relationship.
Chi Square Test:
37
8
69
28
17
1313
3
8
4
Yes No
cross tebulation between satisfaction with sitting arrengement in bus
and reccomendation to others
strongly Agree Agree Neutral Disagree Strongly Disagree

Expected
Frequency
Satisfied with sitting Arrangement in the Bus
Recommendations strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Grand
Total
Yes 32.4 69.84 21.6 11.52 8.64 144
No 12.6 27.16 8.4 4.48 3.36 56
Grand Total 45 97 30 16 12 200
Chi-square p-value = 0.967
Null Value: Rejected
Analysis: Here we can say that recommendation to others may vary with change in agreed level
of comfort with sitting arrangement.
Cross tabulation#02
Actual
Frequency
satisfaction with Sleeping Berth
Recommendation strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Grand
Total
Yes 16 81 32 12 3 144
No 4 32 14 4 2 56
Grand Total 20 113 46 16 5 200
Chart Number : 27

Interpretation
Thus we can conclude relationship between satisfaction with sleeping berth in bus and
recommendation to others as following.
o Here if a person is agreed on satisfaction with sleeping berth, he/she is going recommend
GSRTC buses to others.
o But in all cases it is not going to happen, if a person is satisfied with sleeping
arrangement then also he may not recommend because other factors are also influencing
them.
Yes
No
16
4
81
32
32
14
12
4
3
2
Cross tabulation for relationship between satisfaction with
sleeping berth in bus and recommendation to others
SDA DA N A SA

Chi Square Test:
Expected
frequency
satisfaction with Sleeping Berth
Recommendation SA A N DA SDA Grand Total
Yes 14.4 81.36 33.12 11.52 3.6 144
No 5.6 31.64 12.88 4.48 1.4 56
Grand Total 20 113 46 16 5 200
Analysis: here we can say that there might be very less significant relationship between
satisfaction sleeping berth and recommendation of GSRTC to others.
Cross tabulation#03
Actual
frequency
price charged
recommendation Very High High Reasonable Low Vey Low Grand
Total
yes 14 49 70 4 7 144
No 6 17 27 4 2 56
Grand Total 20 66 97 8 9 200

Chart Number : 28
Interpretation:
Thus we can conclude relationship between price charged and recommendation to others as
following.
o If a person finds prices to be very reasonable or high he/she may likely to recommend
GSRTC to others.
o Even though he/she finds prices to be reasonable, Low or high, he/she might not suggest
GSRTC to others as other factors might be influencing.
Chi Square Test:
Expected Frequency price charged
Recommendation Very
High
High Reasonable Low Very Low Grand
Total
Yes 14.4 47.52 69.84 5.76 6.48 144
No 5.6 18.48 27.16 2.24 2.52 56
Grand Total 20 66 97 8 9 200
14
6
49
17
70
27
4 47
2
0
10
20
30
40
50
60
70
80
yes No
Cross tebulation betwwen price charged and
recommendation of GSRTC to others
Very High High Reasonable Low Vey Low

Analysis: here we can say that recommendation of GSRTC might vary with prices charged.
Cross tabulation#04
Actual frequency satisfaction with Routes coverage
Recommendation Yes No Grand Total
Yes 131 13 144
No 38 18 56
Grand Total 169 31 200
Chart number : 29
Interpretation
Thus we can conclude relationship between satisfaction with routes coverage and
recommendation to others as following.
0 20 40 60 80 100 120 140
yes
no
131
38
13
18
Cross tabulation between Routes coverage and
recommend
No Yes

o Here we can say that people who are satisfied with routes coverage are mostly
recommending GSRTC to the others. But many people who are satisfied with routes
coverage may not recommend GSRTC hence there are many factors which leads to
recommendations.
Cross tabulation#05
Count of Q-22 Agreement With crowd
Recommendations strongly
Agree
Agree Neutral Disagree Grand Total
Yes 35 92 14 3 144
No 7 38 8 3 56
Grand Total 42 130 22 6 200
Chart Number: 30
0
20
40
60
80
100
Yes No
35
7
92
38
14 83 3
Cross tabulation of crowd in the bus and
recommendation
Sa A N DA

Interpretation:
Thus we can conclude relationship between crowd in the bus and recommendation to others
as following.
o It can be said that though people find that buses are crowded they are going recommend
to others.
o While many find that GSRTC buses are not crowded then also they are not
recommending GSRTC to others.
Chi Square Test:
Expected
frequency
Agreement With crowd
Recommendations Sa A N DA Grand Total
Yes 30.24 93.6 15.84 4.32 144
No 11.76 36.4 6.16 1.68 56
Grand Total 42 130 22 6 200
Analysis: here we can say that recommendation of GSRTC might not be any relationship
between crowd in the bus and recommendation.
Cross tabulation#06
Parameters Using mobile application for online booking
Gender Yes No Grand Total
Male 33 92 125
Female 20 55 75

Chart Number 31
Interpretation:
Thus we can conclude relationship between usage of mobile application and gender as
following.
o Here we can see that among the less users of internet females are using less mobile
booking application compared to males.
Chi Square Test:
Count of Q-27 Using mobile application for online booking
Gender Yes No Grand Total
male 33.125 91.875 125
Female 19.875 55.125 75
0
10
20
30
40
50
60
70
80
90
100
male Female
33
20
92
55
Yes
No

Analysis: here we can say that usage of mobile application may vary with gender.
Cross tabulation#07
Actual
Frequency
Using mobile application for online
booking
Age Yes No Grand Total
1-20 14 37 51
21-40 28 80 108
41-60 10 26 36
60< 1 4 5
Chart Number: 32
Interpretation:
Thus we can conclude relationship between usage of mobile application and Age as
following.
14
28
10
1
37
80
26
4
0 20 40 60 80 100
1-20
21-40
41-60
60<
No
Yes

o Here we can see that among all age groups maximum usage of mobile application is with
youth only, that is people with the age of 40 years or less than it are more using mobile
application rather than those with those who are aged more than 40.
Chi Square Test:
Expected frequencies Using mobile application for online booking
Row Labels Yes No Grand Total
1-20 13.515 37.485 51
21-40 28.62 79.38 108
41-60 9.54 26.46 36
60< 1.325 3.675 5
Analysis: here we can say that usage of mobile application may vary with Age.

Chapter 5: FACTS AND FINDINGS
People of Sachin area are more aware about the services provided by GSRTC mainly online
booking facility, festival services and concession to student and daily commuters on passes
while they are less aware with the services such as timetable through SMS or bus
connectivity with industrial zone but however in Sachin area people do have lot of awareness
regarding various services provided by GSRTC.
As far as sitting arrangement and internal space is concerned people of Sachin area are
satisfied with sitting arrangement and space.
People of Sachin area are satisfied with the sleeping berth in the sleeper buses.
People of Sachin area feels that price charged by GSRTC is reasonable and slightly high so
here people have expectation of low price travelling.
People of Sachin area are highly satisfied with the current location of Bus stand that is they
feel the current location is more accessible.
People who were dissatisfied with current location of bus station have suggested Sachin
station Road area and Sachin Housing area for the new bus station and people expect GSRTC
to start bus service to these areas.
According to people of Sachin area GSRTC depots are not very clean and they are dirty. So
cleanliness is expected by people of Sachin area.
People of Sachin area believes that there is enough and adequate sitting arrangement
available on the GSRTC depots.
Many people in Sachin area believes that inquiry counter is good on depots and they are
providing information and answers to the queries of passengers while many feels that inquiry
counters are of bad quality means they are not providing enough information to customer
queries, so people expect a good inquiry counters.
People of Sachin area feels that Water facility is poor and bad at GSRTC depots and they
expect a better water facility.
People of Sachin area feels that advance ticket booking window is average means it is not
too bad and not too good means they are satisfied with advance ticket window.

People of Sachin area feels that railway is more economical then GSRTC so they expect
economical services from GSRTC while they feels that trains are easily available compared
to GSRTC buses.
While people of Sachin area feels that GSRTC buses and depots are more clean compared to
Railway stations and trains.
People of Sachin area feels that conditions of Buses are good compared to conditions of
railway trains while they also feel that GSRTC is covering more routes of Gujarat compared
to Railway.
According to people of Sachin area GSRTC buses are more punctual means they feel that
GSRTC buses are running on time as per time table compared to railway trains.
People of Sachin area believes that trains are more comfortable then buses so they expext
GSRTC buses to be more comfortable while people feels that GSRTC buses are less crowded
compared to trains.
People of Sachin area feels that GSRTC is much more better then MSRTC and RSRTC (ST
bus companies of Maharastra and Rajstan) in all aspects like rates charged, condition of
buses, routes coverage etc.
While people of Sachin area feels that GSRTC is always better then private service providers
in the areas such as rates charged means they find GSRTC economical and find GSRTC
better in areas such as online and advance booking, timings and punctuality of bus operation,
they find GSRTC is easily available for travelling rather than private bus and they find
GSRTC more reliable compared to private firms while they find that GSRTC is more
economical in group booking and on return ticket booking as they are providing more
discount compared to private. While people expect GSRTC to be more faster means less time
consuming for travelling as private firms are good in those areas while they expect GSRTC
to be more clean as private are much more better in this area.
People of Sachin area feels that GSRTC conductors are good natured and good in their
behaviour means they are more supportive to passengers but they feel that many conductors
are dishonest with their job while many feel that conductors are neither honest nor dishonest.
While people of Sachin area feel that conductors are very much helpful in nature means they
will provide direction to passengers. While they feel that conductors are appropriately and
properly dressed hence people of Sachin area has positive attitude towards conductors.

While people of Sachin area expect drivers to be better in the area of carefulness of driving,
less addiction to alcohol and on their fitness because they find that drivers are driving
roughly and carelessly and many time meeting to accidents and they are not fit means either
they are too fat or they are too thin and small and they are many time driving roughly
because they are addicted to alcohol.
Service of providing timetable through SMS is liked by people of Sachin area.
According to people of Sachin area GSRTC’s website is easy to use and operate means its
user-friendly and it is very much informative means all required information are available but
people expect that it should be updated on time and it should be accessed with less efforts
and less time means very speedy with less number of clicks.
While people of Sachin area believes that GSRTC buses are always crowded.
GSRTC should also start parcel currier services as MSRTC does.
According to people of Sachin area GSRTC is good with timings means at any point of time
one person may get GSRTC bus but they find that GSRTC is not 100% punctual as they find
that all GSRTC buses are not running on time.
They are highly satisfied by the routes coverage.
Those people who were dissatisfied with rotes coverage have suggested to start bus between
Sachin to bardoli and Sachin to palsana and Ena village where many students of Sachin area
studies.
People of Sachin area believes that performance and quality of GSRTC has been improved
after partnership with private firms.
People of Sachin area is satisfied with the frequency of express, luxury, semi luxury and
Volvo and sleeper buses but they expect more buses of ordinary or local category and
intercity category.
People of Sachin area are satisfied with GSRTC and they are going to recommend GSRTC
service to others.
While females in Sachin area are less using online mobile application compared to males and
overall from whole population of Sachin area, many less persons are using mobile
application.

According to people of Sachin area who are using mobile application for online booking are
satisfied with it because it is very safe, easy to use and operate and speed of accessing and
using is very fast.
People of Sachin area are highly aware about certain discounted and free services such as
82.5% discount to students and 5% discount on group booking and no payment gateway
charge for online/mobile booking, while they are less aware about free travelling for rural
girls and kids of 3-5 years and discount on group booking.

Chapter 5: CONCLUSION AND RECOMMENDATIONS
CONCLUSIONS:-
In this report an effort was made to study the perception of people of Sachin area towards
GSRTC and how well the people of Sachin area know about various services of GSRTC.
This study has intended to capture the mindset of people of Sachin area towards Sachin 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 Sachin 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..

RECOMMENDATIONS
 They should try to increase awareness regarding various services they are providing.
 They should make the seats and sleeping berths smooth so that elderly people can easily
travel long distance.
 They should start some economical bus category as Railway have like Garib Rath train and
they should make all their bus running on CNG rather then on CNG and Dissel so that fuel
efficiency can be there and it will result in to lower fuel charges.
 They should start buses for GIDC area also because Sachin GIDC is one of the biggest
employer region in Gujarat and many people up-down to Sachin for their work.
 Cleanliness and water facility should be improved on bus depots.
 Inquiry counter and advance booking system should be improved and announcement on
depots should be done in both language hindi and gujarati rather then only in Gujarati.
 They should try to reduce time taken for travelling as private firm do by eliminating stops
between to important cities by starting direct bus service for those people for whom time is
important then money.
 Punctuality of buses should be improved through punishment for late arrival of bus on
drivers and conductors.
 Strict performance related rules should be there for drivers and conductors so that dishonesty
and inappropriate dressing of conductors and addiction to alcohol of drivers can be avoided
while improvement in training program of drivers should be done so that careless of driving
can be reduced and fitness can be improved.
 They should design website with less number of clicks and more shortcuts so that speed of
accessing website can be improved and it would be more user friendly.
 GSRTC should start parcel courier service as MSRTC does.
 They should start operating bus between Sachin to Bardoli with stop to palsana and Ena
because no direct connectivity between these places are not available and as Sachin and
Palsana are industrial places and Ena and Bardoli are having many educational places many
employees and students will up-down if bus service is started.

 They should try to increase awareness of their mobile application and they should show
tutorials in LCD TVs available in various buses of GSRTC and how to use it should be
shown while though same they can spread awareness of their various discount based and free
services so that more and more people can use their services.

BIBLIOGRAPHY
1. REFERANCE BOOKS
a. Marketing management- Philip kotler
b. Research methodology- Naresh Malhotra
c. Organizational behaviour- aswathappa
2. WEBSITES
a. www.gsrtc.co.in
b. www.wikipedia.com
c. www.slideshare.co.in
d. www.businessdirectory.co.in
e. www.academia.edu
3. Magazines
a. Transportation management of India- January issue-2014

Questionnaire
Sir/ Madam,
I, Gandhi Sani B. student of BBA from BRCM college of Business Administration, Surat,
would like to seek your cooperation for our research work. The fundamental aim of our study is to know
consumer perception of people of Sachin area towards GSRTC during January 2014 to march 2014. Your
sincere reply will help us to understand the topic in detail and provide true results of the study.
Question # 01: Mark the services you are aware of, which are provided by GSRTC.
[You can select more than one option]
[ ] Online booking facility [ ] Festival services connecting to seasonal festivals
[ ] Express bus timetable through SMS [ ] concession to students and daily commuters
[ ] Buses connecting to industrial Zones [ ] Free travelling for girls living in Rural areas
[ ] Buses connecting to Ahmedabad international airport
Question#02: Do you agree that internal space and sitting arrangement of buses are comfortable?
[ ] Strongly agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree
Question#03: Are you satisfied with sleeping berth and internal space in sleeper buses?
[ ] Highly satisfied [ ] satisfied [ ] Neutral [ ] Dissatisfied [ ] Highly dissatisfied
Question#04: What do you feel about the price charged by GSRTC for their various services?
[ ] Very High [ ] High [ ] reasonable [ ] Low [ ] very Low
Question # 05 Do you favour that location of Sachin Bus Station is at right location?
[ ] Yes [ ] No
(If yes then jump to Question number 07 and if no then answer question number 06)

Question # 06: According to you, which of the following location would be a better location for a Bus
Stand?
[ ] Sachin GIDC area [ ] Sachin Housing area [ ] Lajpor Central Jail area
[ ] Sachin station Road area [ ] Any other Please specify: .
Question # 07: Rate GSRTC Bus Depots and Bus Stations on the following Parameters.
(where 5 stands for highest marks and 1 stands for lowest marks)
Parameters/ Factors 1 2 3 4 5
Cleanliness
Sitting arrangements
Inquiry counter
Water facility
Advance Ticket Window
Question # 08: Rate GSRTC and Railway following Factors. (Where you have to mark in the box only
which you find better.)
3 Factors GSRTC Railway
3.1 Rates charged
3.2 Availability of buses /Train
3.3 Cleanliness
3.4 Conditions of Buses/ train
3.5 Routes covered
3.6 Timings and punctuality
3.7 Comfort
3.8 Crowd
Question # 09: Rank GSRTC, MSRTC and RSRTC on following Factors.
(Where 1 is best 2 is average and 3 is worst)
3 Factors GSRTC MSRTC RSRTC
3.1 Rates charged
3.2 Availability of buses
3.3 Cleanliness
3.4 Conditions of Buses
3.5 Routes covered
3.6 Timings and punctuality
3.7 Comfort
3.8 Crowd

Question # 10: Rate the GSRTC bus services and private travelling service providers on following
criteria.
[Here you have to rank only and here 1 is best and 2 is not best]
2 Factors/ criteria GSRTC Private Buses
2.1 Time taken for travelling
2.2 Rates/ fare charges
2.3 Availability
2.4 Timings
2.5 Online/ advance booking facility
2.6 Condition of Buses
2.7 Reliability of service provider
2.8 Cleanliness
2.9 Websites of that institute
2.10 Discounts on group booking
2.11 Discounts on return tickets
Question#11: Rate the conductors of GSRTC on the following parameters.
[Here 5 stands for highest marks while 1 for lowest marks]
Parameters 1 2 3 4 5
1. Behaviour of conductors
2. Honesty
3. Helpfulness
4. Dressing sense
Question#12: Rate the Drivers of GSRTC on the following parameters.
(You have to round the number that you assign after evolution and here 1 is the lowest score while 5 is
the highest score)
a. Careful driving 1 2 3 4 5
b. Fitness of driver 1 2 3 4 5
c. Addiction to alcohol 1 2 3 4 5

Question#13 Do you like the service of providing Express Bus time-table through SMS?
[ ] Yes [ ] No
Question#14 Rank the GSRTC’s website on following criteria.
(Note: Here you need to give answer by filling bars up to required length)
Question#15: Do you agree that GSRTC Buses are always crowded?
Question#16: Do you favour that GSRTC should also start parcel courier services as MSRTC does?
[ ] Yes [ ] No
Question#17: Evaluate GSRTC bus service parameters by putting tick mark in appropriate cell.
Minimum
Timings
Maximum
Minimum Punctuality Maximum
0
1
2
3
4
5
6
informative user friendly timely Updated speed of accessing

Question#18: Are you satisfied with the routes covered by GSRTC?
[ ] Yes [ ] No
(if yes then jump to Question number 20 and if no then answer question number 19)
Question#19 Name the routes or Highway segments on which you want that GSRTC should start Bus
services.
1. . .
2. . .
3. . .
4. . .
Question#20: Do you agree that Quality of services provided by GSRTC has been improved after PPP
(Public Private Partnership)
Question#21 Rate the frequency of various buses given below.
[Here 5 stands for highest marks while 1 for lowest marks]
8. Ordinary/ local bus
9. Express buses
10. Intercity express buses
11. Semi luxury/ Gurjarnagari Buses
12. Luxury buses
13. Sleeper buses
14. Volvo and A.C buses
Question#22: will you recommend GSRTC Bus service to others?
[ ] Yes [ ] No
Question#23: Have you ever used the GSRTC’s mobile application for booking?
[ ] Yes [ ] No
(if no then jump to Question number 25 and if yes then answer question number 24)

Question#24: Rate the GSRTC’s mobile application for booking on the following criteria.
Parameter Low ……………………..Score……………………..……high
Safety 1 2 3 4 5
User friendliness 1 2 3 4 5
Speed of operating 1 2 3 4 5
Question#25: Mark the services those are provided on the free bases or at discounted rates that you are
aware of.
[ ] 82.5% discounts to students [ ] 100%discount to rural girls
[ ] Free travelling for 3 to 5 years children [ ] 10% discount on Return ticket booking
[ ] 5% discount on group booking
[ ] No payment gateway charges for mobile/online booking.
Thank you for your Valuable time and for helping us in Completing Survey!!!
Personal information (optional)
Name :__________________________________________________ ___
Address: .
.
Age :____________
Gender :____________
Contact No. :_______________ ________
Email-Id :_______________________________________________________

A project report on consumer perception towards GSRTC (st gujarat)

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