Final gsrtc

GSRTC

A study

On

SATISFACTION LEVEL OF PASSANGERS OF

“GSRTC BUS SERVICE”

A PROJECT REPORT

Submitted by;
PANCHAL MIHIR R.
JOSHJI YAKIN B.

In partial fulfillment for the award of the degree
Of
MASTER of Business Administration

Under the guidance of;
MS. HEMALI BROKER
MR. ANAND NAGRECHA

Submitted to;

Leelaben dashrathbhai ramdas Patel institute of
Technology and research

Academic year – 2012-2013

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Preface

Theoretical knowledge just provides the base and it’s not sufficient to produce a
good manager that’s why practical knowledge is needed.

Therefore the research product is an essential requirement for the student
of MBA. This research project not only helps the student to utilize his skills properly learn field
realities but also provides a chance to the organization to find out talent among the budding
managers in the very beginning.
Transport is the essential convenience with which people not just connect but
Progress also. Throughout history, people's progress has been sustained on the convenience,
speed and safety of the modes of transport. Road transport occupies a primary place in to-day's
world as it provides a reach unparalleled by any other contemporary mode of transport.Gujarat
State Road Transport Corporation has occupied the unique place in the map of world’s
transportation. GSRTC serves the role of lifeline across the state of Gujarat.
The study, “An Analysis of customer satisfaction of State Road Transport
Corporation in Gujarat,” throws light on the service provided by GSRTC over agiven period
of time. The main motto behind this study is to contribute the service among customer,
employees and state government.
Being a student of management, I was trying to analyzed, reanalyzed and
comprehend the customer satisfaction level of GSRTC.

Panchal Mihir R.
Joshi Yakin B.

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AKNOWLEDGEMENT

At the ends of the journey of this research produce, from the beginning till the
date of finish, I have come across a number of people, variety of experiences and lot many
efforts. Today I would like to mention the name of all those, who have been directly or
indirectly, in the great support to me and my work.

I would like to express my gratitude especially to Ms. Hemali Broker ma’am, my
guide, mymentor, without whom, I suspect I would not have come so far. I thank her for
guidance, suggestions and undivided attention during the research period.

I am very much thankful to Mr. Pawan Panchal, my colleague and my friend, who
has helped me in formatting and correcting the information and literature of this thesis to
improve the accuracy. I am thankful to all my colleagues Mr. Sumant Prajapati, Mr. Manish
Parikh, Mr. Dixit Patel, and all other colleagues to provide a big helping hand during my
research work.

At the end, I thank to the almighty that inspired, blessed and has always been with
me when I needed him.

Panchal Mihir R.
Joshi Yakin B.

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EXECUTIVE SUMMARY

The objective of the project was to do Market Research and customer Satisfaction
for Gujarat State Road Transport Corporation for that we have to understand the customer needs,
Income, constraints, response and emotions so that they can contribute their time for becoming
Life advisors for the company. The objective of this study was to analyze consumer satisfaction
of mechanical splicing in Gujarat state with respect to the performance, service effort.

The objective of the project was to do Market Research and customer Satisfaction
for Gujarat State Road Transport Corporation for that we have to understand the customer needs,
Income, constraints, response and emotions so that they can contribute their time for becoming
Life advisors for the company. The objective of this study was to analyze consumer satisfaction
of mechanical splicing in Gujarat state with respect to the performance, service effort.

The project begins with the significance of GSRTC AND ITS SERVICES in
today’sworld. It signifies the increasing importance of GSRTC bus service in Gujarat state. Then
it leads over to the services and working of the buses in GSRTC. It highlights the services
provided by them.

Then the project highlights the significance of the GSRTC staff and commuters
related to GSRTC. The project briefly covers the various areas where people fail to understand
the problems of GSRTC, services, problems faced by the GSRTC staff and passengers and how
they overcome it.

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TABLE OF CONTENTS

SR. NO. PARTICULARS PG. NO

1. Introduction – project , title , topic
2. Literature review
3. Research methodology
 Objectives – primary – secondary
 Need / significant
 Importance
 Methods
 Sampling plan
 Technique
 Size and its interpretation
 Research design
 Sampling unit / respondents
 Sampling area- state stools
 Data collection
 Source of data collection
 Primary
 Secondary
4. Industry analysis
5. Analysis and interpretation
 swot analysis
6. Utility of the project
7. Learning - during the project
8. Limitations
9. Conclusion
10. Bibliography

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Introduction

GSRTC serves the role of lifeline across the state of Gujarat.Over past 52 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.

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.

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.

It has achieved remarkable performance in the face of heavy odds and its services
are cost effective. Thus, GSRTC has tried to reconcile the twin objectives of community service
and financial viability. It has built up a large fund of goodwill from people of Gujarat. It has
brought transport service to the doorstep of villagers in most remote parts. But in recent years the
popular expectations have soared. In the open market economy, the expectations of people with
respect to frequency, quality and range of services have become substantially higher.

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Literature review

Inspire of the fact that transportation plays an important role in the economic,
cultural, social and industrial development of any nation, transport sector has not received due
consideration of the researchers in the past. However, at present, Universities and various
research institutes like Central Road Research Institute, Central Institute of Road Transport,
Association of State Road Transport Undertakings, Special division of Planning Commission and
Ministry of Surface Transport etc. have taken special interest for the researches in this sector.
Several studies have paid attention to the Transport Industry. The existing literature related to
present topic can be viewed from the different perspectives as Review of Literatures within India
and Review of Literatures abroad India. Some of the selected literatures are reviewed in
thefollowing pages:

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A. Review of Literatures within India

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.

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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 ofa region or a state or a country. The
dependence of India and more so ofUttar Pradesh on agriculture provides large scale
opportunities fordeveloping agro-based industries and the same requires adequateavailability
of transport infrastructure.

9. Sudarshanam Padam discussed in detail, the history of bus transport inIndia, various forms
of organizations in State Transport Undertakings, itsmanagement and performance by way of
comparison from 1970-1980 inAndhra Pradesh, Maharashtra, Gujarat and Karnataka State
RoadTransport Corporations. He also identified the problems in performance.

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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 mainlyinfluenced by two variables namely fleet utilization and vehicle
utilization.The Committee advocated for a direct exchequer subsidy to urbantransport
undertakings in view of the social benefits that they extend.

11. Central Institute of Road Transport (CIRT), Pune, contributed a paper toa seminar on
“How to Make STUs Financially Viable?”, held byAssociation of Road Transport
Undertakings, New Delhi, identified theproblems of interest burden, constraints on
increasing fare, leakages oftraffic revenue, and traffic management as major problems in the
way ofeffective management of State Transport Undertakings and made somepracticable
suggestions.

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Studies Abroad India

1. Tripp Alker H, in his book on Road Traffic and its Control, examined the traffic
problem and relation of Road to Rail. Sea and Air Transport and Science of Traffic
Control to reduce accidents and smooth running of the traffic. Research Methodology

2. Lowe has done a study on the development of transportation system inJapan. He has
dealt with the transport and communication system duringthe Tokugawa Era (1600-1686)
and has described the process of thedevelopment certain features which ultimately helped
the establishment ofmodern transport in Japan.

3. A study made by the Ministry of Transport, Scottish DevelopmentDepartment
highlighted that the free flow of traffic at reasonable speedrequires planned improvement
of urban road systems. The study alsosuggested constructing secondary means of access
to enable goods andservice vehicles to load and unload at the stops.

4. Locklin concentrated on the study of rail-road systems. He opined thatthe Government
ownership of transport system facilitates the planning andexecution of transport system
very effectively and the Government, in oneway or the other is capable of providing
necessary capital.

5. Sharp C.N. in his work on Transport Economics, examined the studiesundertaken in the
field of transport system of U.K. and studied a number ofbasic problems like transport
economics, transport investment, transportpricing and reduction in accident rate.

6. Payne, tracing the history of development of transport in Europe suggeststhat the
transportation facilities are established by the private sector on thebasis of free
competition and, therefore, the private sector should beResearch Methodologyallowed to
continue as such. He also discusses the implications of Treatyof Rome on transportation
in Europe.

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Research methodology

 Research objective

The first step of any research project is to define the problem that is to be
answered by the research project itself. This is the most important part of the research
process, as it provides a focus and direction for the project and identifies the specific
information the reader is looking at I n the project. Actually, it enables the reader to
understand exactly what the project is attempting to achieve. If the definition of problem
is unclear and objectives are poorly defined, the result could be waste of time, money,
energy and resources. In short, research objective is a pre-requisite for any research
project.
There should be a clear-cut definition of research objective. Our project,
therefore, is not an exception. Our research project THE SATISFACTION LEVEL OF
THE PASSENGERS USING G.S.R.T.C. SERVICE, has certain specific and general
objective which mainly consist of primary objective and secondary objectives. There are
as follows:
 Primary objective:
 To study about the customer satisfaction on the services provided by the
G.S.R.T.C.
 To find the major problems faced by the passengers using G.S.R.T.C.
 The aim is also to reveal the administrative problems.

 Secondary objectives:
 To throw some lights on the performance of G.S.R.T.C.
 To find infrastructural problem.
 To reveal growth prospects of G.S.R.T.C.
 To find out fare structure and various types of buses provided to the passengers by
G.S.R.T.C.

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Need for the study

The purpose of research is to discover answer to questions through the
application of scientific procedures. The main aim of research is to find the truth which is
hidden and which has not been discovered as yet. Through each research study has its
own specific purposes.
The study is mainly conducted to know satisfaction level of customer at
G.S.R.T.C. and also to know the reasons for dissatisfaction of the customer if any. The
study is also conducted to know about the service preference of the customers. It also
conducted to know about customer grievances and the actions to be taken to increase the
satisfaction level of customer.

The main objective of the study in G.S.R.T.C. is

 To know the satisfactory level of customers.

 To establish various strategies to enhance the satisfactory level of customer

 To find out the reasons for the dissatisfaction of customer(if any)

 To know the preference of customer towards service provided by G.S.R.T.C.

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Importanceofthestudy

 Thestudywillbeusefultoorganizationincontentofunderstandingcustomer
satisfactionanditwillalsousefulto organizationinrelationtopossible
modificationinpresentmarketsystem.

 Thestudywillbeusefultotheotherexpertsandthestudent’sresearchersto
studyinthesamearea.

 The study may help to organization to improve their quality in dealing its
customers.

 Thestudywillberemainingas guidancefortheorganizationforbettercustomer
satisfaction.

 Thestudymayhelptheorganizationtoplanfuturepoliciesandstrategiesfor
bettercustomersatisfaction.

 Theproject study w i l l behelpinfindingsolutions oftheproblem facedby
customerandtheproblemsfacedbytheorganization.

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METHODS OF DATA COLLECTION

 The data has collected in two ways:-

 Primary data: -

Primary data is to be collected to know the Customers Perceptions, preferences
and belief. Primary data are those, which are collected for the first time, and they are
original in character. A suitablecombination of Questionnaire techniques,
Personal interviews & discussions with the respondents are used to collect the required Primary
data. Findings of the primary data focus on the Consumers of the G.S.R.T.C. bus passengers
Primary data gives higher accuracy and facts, which is very helpful for any research and its
findings.

 Secondary Data:-

The secondary data are those, which are already collected by s omeone
for some purpose and are available for the present study. Secondary data are to be
collected from the magazines, websites and other such sources.

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TOOLS AND TECHNIQUES OF DATA COLLECTION

 Questionnaire method:-F o r t h e D e s c r i p t i v e t yp e s o f r e s e a r c h t h e
t o o l s f o r c o l l e c t i n g d a t a f r o m t h e s a m p l e s i s questionnaire method.
Questionnaire includes both closed-ended as well as open-ended questions.Passenger
perception about G.S.R.T.C. bus service. Questionnaire includes 16 questions.

 Observation method: -Some data are not getting directly from the respondents so
we have to use the observation method. For this research the observation method is also
used to collect the information.

 HYPOTHESIS OF THE STUDY:-

According to William Emory, “A hypothesis refers to propositions formulated for
empirical testing.” In almost the same words Goode and Hatt state that, “A hypothesis is a
promotion, which can be put to test to determine its validity.”

G. A. Lund Berg corroborates that, “A hypothesis is a tentative generalization the
validity of which remains to be tested. In its most elementary stage, the hypothesis may be any
such, guess or imaginative idea, which becomes the basis for action or investigation.” The
definition rightly specifies that the hypothesis provides the basis for the research work and the
entire research work is oriented towards the hypothesis.

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SAMPLING PLAN

After deciding on the research approach and instruments, it is necessary to design a
sampling plan. This plan calls for three decisions:-

 Sampling unit:-
Who is to be surveyed? It should be defined in a research the target population
that will be sampled. Once the sampling unit is determined, a sampling frame must be developed
so that everyone in the target population has an equal chance of being sampled. To fulfill this
purpose, I had taken consumers as a sample.

 Sampling procedure:-

It is a way through which sampling is done. There are various procedures
like random, systematic etc. The sampling procedure for my study is random sampling.

 Sample size:-
How many people should be surveyed? Large samples give more reliable results
than small samples. However, it is not necessary to sample the entire target population or even a
substantial portion to achieve reliable results. Samples of less than 1% of the population can
often provide good reliability, given a credible sampling procedure. So, I had decided to take the
sample size as 100 from consumers of Ahmadabad & Gandhinagar district who travel by
G.S.R.T.C. bus.

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Research design

 Types of research:

There are certain types of research which can be classified according to
their purpose as well as by the research strategy used. A research can be classified into
the following categories:

 Exploratory research
 Conclusive research(descriptive research)
 Explanatory research

 Exploratory research;

Exploratory research is an initial research which explores the possibility of
obtaining as many relationships as possible between different variables without knowing
their end-use applications. Here, a general study will be conducted without any specific
objective.

 Conclusive research (descriptive research ):

In this type of research, problem of a research is formulated and specific
objectives are established. This type of research may be a result of exploratory research.
At the, the research draws definite and concrete conclusion for implementation.

 Explanatory research:

Here, in this type of research, the emphasis is given on studying a situation
or a problem in order to explain the relation between to particular variables. In short,
situation is there, and you are just expected to explain the situation in order to reveal the
solutions.

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Our research project falls in the second category. As the project has
definite problems and specific objectives, our project is of descriptive, in nature. At the
end of our research, specific conclusion and recommendations will be drawn in order to
effect implementation.

 Flowchart of research design;

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Data collection

Data collection is a very important part of the research project process. It
is through data, with the help of which we would be able to analyze the problem of facts
and figures.

Actually, the reliability of research decision depends on the quality of data
gathering. By taking this concept into consideration, the data can be classified in to
primary data and secondary data. We have used both the type of data, as far as our project
is concerned.

 Primary data
 Secondary data

 Primary data;

Primary data are generally information collected or generated by the
researcher for the purpose of the project immediately at hand. When the data are
collected for the first time, then that data is called primary data. There are certain
advantage and disadvantage of primary data. There follow;

 Advantage:

 The information is more reliable
 It provides a firsthand use information

 Disadvantages:

 Expensive – costly and very difficult
 Expensive in terms of time, energy, and resources available

We have use the following primary data in our project:

 Observation
 Questionnaire


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 Secondary Data:

The secondary data are those, which are already collected by someone
for some purpose and are available for the present study.

 Advantages:
 It involves less cost
 Less time and less efforts

 Disadvantages:
 Not more reliable compare with that of primary data
 Possibility of biased and many result in wrong decision making

We have used the following secondary data in our project:
 Internet
 Journals
 Magazines
 Government publications
 From various bus depots

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INTRODUCTION

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.

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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 and Rajkot. 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

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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

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Fare Structure

1. 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.
2. Thereafter, Rs.1.70 per passenger per stage of 6 Km. or part thereof shall be chargeable.
3. In addition to the fare calculated above, the passenger shall be chargeable additional fare
of :

[A] Re.2/- 1 stage to 1.5 stages.
[B] Rs.3/- 2 stage to 2.5 stage
[C] Rs.5/- 3 stage to 10 stage
[D] Rs.3/- 11 stage to 15 stage
[E] Rs.2/- 16 stage to 25 stage
[F] 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.

1. There shall be no sub-stage beyond 10 stages.

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.

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 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:

[A] Re.2/- up to first one stage shall be chargeable.

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

[C] Rs.11/- per passenger for a journey beyond from 6 to 10 stages shall be chargeable.

[D] Rs.23/- Per passenger for a journey beyond 10 stages shall be chargeable

[E] 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 upto the immediately succeeding
stage point.

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 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:

(A) Rs.3/- per passenger for a journey upto 10 stages shall be chargeable.

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

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

(D) 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
stage point..

 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.

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 For Gandhinagar City Services and Other City Services:

[i] Rs.4.00 per passenger per stage or part thereof for first stage.

[ii] Thereafter Re.1/- per passenger per stage or part thereof upto 11 stage.

[iii] Thereafter Re.1/- per passenger per every two stage or part thereof from 12th and 13th stage.

[iv] Thereafter Re.1/- per passenger per every three stage or part thereof.

[v] 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.

[vi] 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 [i], [ii], [iii], [iv], [v] above plus 25% of
the same.

[vii] 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
stage point.

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GSRTC

 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

 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

 Explanation
[I] Where the total fares calculated under any of the provisions of Column No.4 to 7 is
not an exact multiple of Re.1/-, it shall be rounded off to the next higher multiple of
Re.1/-.

[II] The journey comprised of 2 sub-stages shall be chargeable as journey for one stage.

[III] In this notification the expression "STAGE POINT" or "Sub-stage point" means any bus
stop approved as such by the Regional Transport Authority for the purpose of computing or
charging fares on a route.

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GSRTC

Board of Directors

SR.NO. NAME POST
1 Shri Mukesh Puri, IAS Vice Chairman
Vice Chairman & Managing Director, GSRTC, Ahmedabad

2 Dy. Secretary, Ministry of Road, Transport & Highways Director
Transport Bhavan, New Delhi.

3 Shri J.P.Gupta, IAS Director
Commissioner of Transport ,Transport Department,
Gandhinagar

4 Shri Rameshbhai Mungara Director

5 Shri Thakorbhai Patel Director

6 Shri K.C.Patel Director

7 Shri Arjanbhai Rabari Director

8 Shri Bhagavandas Panchal Director

9 Dr. Abhesinh Pratapsinh Patel Director

10 Shri Kantibhai Gamit Director

11 Shri Jashubhai Bhil Director

12 Kum. Kaushlya Kunvarba Parmar Director

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GSRTC

Divisions

SR NO. DIVISIONS
1 AHMEDABAD (STD CODE 079)
2 AMRELI (STD CODE 02792)
3 BHAVNAGAR (STD CODE 0278)
4 BHUJ (STD CODE 02832)
5 BHARUCH (STD CODE 02642)
6 GODHARA (STD CODE 02672)
7 HIMATNAGAR (STD CODE 02772)
8 RAJKOT (STD CODE 0288)
9 JUNAGADH (STD CODE 0285)
10 MAHESANA (STD CODE 02762)
11 NADIAD (STD CODE 0268)
12 PALANPUR (STD CODE 02742)
13 JAMNAGAR (STD CODE 0281)
14 SURAT (STD CODE 0261)
15 VALSAD (STD CODE 02632)

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GSRTC

Performance

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GSRTC

Operational Results of the year 2009-10

Average schedules operated per day 6285
Average number of vehicles on the road 6514
Average vehicle utilisation (kms. per day) 416
Total traffic earnings (Rs. in Millions) 13381
Number of passengers traveled (in Million) 848
Kms. obtained per litre of diesel 5.55
Fleet utilisation 85.2

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GSRTC

Analysis and interpretation

 Passengers profile
1. Age
age BELOW 20 20-35 ABOVE 35 TOTAL
RESPONDENTS 30 66 4 100
PERCENTAGE 30% 66% 4% 100%

 Chart showing age of the passengers who travel in
G.S.R.T.C.

respondents

4%
30%

BELOW 20
20-35
66% ABOVE 35

 Interpretation:
As we find that 30% of them fall in the group of below 20, 66% in the group of 20-35 and the
rest 4% come under the category of above 35.

 Analysis :
The majority of passengers fall in the age group 20-35 which mostly
consists of youth and the adults. Those who falls under the category of below 20 they are
children undergraduate students who travel for their study

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GSRTC

2. Employment status:

EMPLOYMENT TOTAL
STUDENT GRADUATE SERVICE PROFESSIONALS
STATUS
RESPONDENTS 45 25 20 10 100
PERCENTAGE 45% 25% 20% 10% 100%

 Chart showing employment status that travel in
G.S.R.T.C.

45
45
40
35
30 25
25 20
20
15 10
10
5 45% 25% 20% 10%
0
STUDENT GRADUATE SERVICE PROFESSIONALS

respondents percentage

 Interpretation:
As we find from the data of employment status, 45% the majority fall in the
category of students, and 25% are graduate students, 20% fall under the category of servicer and
the rest 10% come under the category of professionals.

 Analysis:

The majority of them fall under the category of undergraduate and graduate
students who mainly travel for their study and the problem they face is that they usually do not
get the seats to sit through they pay their money in advance.

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GSRTC

3. MONTHLY INCOME:

MONTHLY TOTAL
INCOME 1000-5000 5001-10000 10001-15000 ABOVE 15000


PERCENTAGE 45% 24% 21% 10% 100%

 CHART SHOWING INCOME STATUS WHO TRAVEL IN THE G.S.R.T.C.

45
45
40
35
30 24
25 21

20
15 10
10
5 45% 24% 21% 10%
0
1000-5000 5001-10000 10001-15000 ABOVE 15000

RESPONDENTS PERCENTAGE

 INTERPRETATION:

From the above graphical observation, majority, the highest fall in the category of
1000-5000, 24% respondents are fall in the category of 5001-10000, 21% are fall in the category
of 10001-15000, and the rest 10 are fall in above 15000 income level.

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GSRTC

 Customer opinion about g.s.r.t.c. :

4. How do you travel?

PERSONAL PRIVATE
OPINION VEHICLE BY G.S.R.T.C. TRAVELERS. RAILWAY. TOTAL
PERCENTAGE 19% 60% 12% 9% 100%

 Chart showing the recurrence of travelling by the
passengers in g.s.r.t.c. :

60
60

50

40

30
19
20 12
9
10
19% 60% 12% 9%
0
Personal Vehicle By G.S.R.T.C. Private travelers. Railway.


 Interpretation:

As the chart show, 19% travel by their personal vehicle, 60% of total passengers
prefer to use G.S.R.T.C., and 12% of them travel through private agencies and the rest 9% use
railway services for travelling.

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GSRTC

5. Mention your purpose of trip for using GSRTC (S.T.Bus)
services:

OPINION WORK EDUCATION SOCIAL TOTAL
PERCENTAGE 20% 70% 10% 100%

 Chart showing preference of the passengers

80

70 70%

60

50

40
70
30

20 20%

10 20 10%
10
0
WORK EDUCATION SOCIAL


 Interpretation:
In above chart majority of 70% passenger are travelling by G.S.R.T.C. for the
mean of education, 20% of workers are travelling and 10% passengers are of social service.

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GSRTC

6. What is your monthly expense for travelling?

LESS THAN 1501-
EXPENCES
500RS 501-1000RS 1001-1500RS ABOVE. TOTAL
PERCENTAGE 45% 24% 20% 11% 100%

 CHART SHOWING MONTHLY EXPENCE OF PASSENGERS

45
45
40
35
30 24
25 20
20
15 11

10
5 45% 24% 20% 11%
0
Less than 500Rs 501-1000Rs 1001-1500Rs 1501-above.

RESPONDENTS PERCENTAGE

 INTERPRETATION:
In above chart observation 45% passengers spend less than Rs. 500 in a month,
24% passenger’s falls in category of RS. 501-1000 expense in a month, 20% is spending
Rs.1001-1500 in a month, and rest 11% are having more than RS. 1500 expense in a month for
travel in G.S.R.T.C.

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GSRTC

7. Which factors do you consider most while travelling by
S.T Bus?

OPINION FARE(PRICE) TIME QUALITY SECURITY TOTAL
PERCENTAGE 50% 17% 25% 8% 100%

 Chart showing consideration of passengers about
G.S.R.T.C.

50
50
45
40
35
30 25
25
17
20
15
8
10
5 50% 17% 25% 8%
0
Fare(Price) Time Quality Security


 Interpretation:
From above chart 50% people prefer fare price, 17% people consider the proper
timing of the bus, 25% people are consider the quality of the buses and there are 8% people
consider the security while they are travelling by G.S.R.T.C.

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GSRTC

8. Mention your opinion regarding Compensation (Rewards)
paid to passengers in case of Accident while travelling
by GSRTC (S.T Bus.)

OPINION EXCELLENT. AVERAGE. VERY GOOD POOR. GOOD
PERCENTAGE 4% 38% 19% 12% 27%

 Chart showing opinion of the passengers regarding
reward

Excellent.
respondents 4%

Good
27%
Average.
38%
Poor.
12%
Very Good
19%

 Interpretation:
In the above observation 27% are said good, 38% people are said average, 19%
people are said very good, and 12% people are said about their views regarding reward paid to
the passengers in case of accidents while travelling

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GSRTC

9. What is your opinion regarding Cleanliness at S.T Bus
Stop?

OPINION CLEAN. DIRTY. AVERAGE. TOTAL
PERCENTAGE 13% 50% 37% 100%

 Chart showing cleanliness at bus stop

50
50
45
40
37
35
30
25
20 13
15
10
5 13%
0 50%
37%
Clean.
Dirty.
Average.


 Interpretation:
As we said that from above chart there are 13% passengers are said the bus stop is
clean, and 50% people are said that the bus stop is dirty, and rest 37% are said that the bus stop is
average clean.

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GSRTC

10. How many times you travel by GSRTC (S.T Bus) in a
Month?

OPINION REGULARLY RARELY OCCASSIONALY NEVER TOTAL
PERCENTAGE 50% 13% 37% 0% 100%

 Chart showing the view of passengers about travelling

50
50
45
37
40
35
30
25
20
13
15
10
5 50% 13% 37% 0 0%
0
Regularly Rarely Occassionaly Never


 Interpretation:
From the above observation, we can see that 50% of them travel regularly, 13% of
them travel rarely, 37% of them travel occasionally and o% people travel by G.S.R.T.C.

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GSRTC

11. Do you get a satisfactory reply from the inquiry
window at GSRTC (S.T Bus) stand?

OPINION YES NO TOTAL
RESPONDENTS 61 39 100
PERCENTAGE 61% 39% 100%

 Chart showing a satisfactory replay from inquiry window
at g.s.r.t.c.

70 61

60
50 39

40
30
20
10 61% 39%

0
Yes No


 Interpretation:

We find from the above data there are 61% say yes and 39% say no about getting
proper replay when they are inquiry at window at GSRTC stand.

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GSRTC

 If you do not, then please tick a suitable one from the
following.

DUE TO HIS ABSENCE OF
OPINION
MISBEHAVIOR. OFFICERS. TOTAL
PERCENTAGE 66.67% 33.33% 100%

 Chart showing reasons of not getting proper reply at
inquiry window

30 26

25

20
13
15

10

5 26% 13%

0
Due to his misbehaviour. Absence of Officers.


 Interpretation:
As we find that, 66.66% are not get satisfactory reply due to misbehavior of
officer, and 13% people said that they are not getting proper reply due to absence of officer.

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GSRTC

12. What do you think about fare (price) charged by
GSRTC (S.T Bus) as compared to Private Travelers?

OPINION HIGH. LOW. ECONOMICAL. TOTAL
RESPONDENT
S 40 7 53 100
PERCENTAGE 40% 7% 53% 100%

 Chart showing the preference about price of ticket

60 53

50
40
40

30

20

7
10
40% 7% 53%

0
High. Low. Economical.


 Interpretation:
From above observation we find that 40% people said the price of travelling is
high 7% are said low and 53% are said that the price of GSRTC if economical.

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GSRTC

13. What makes you travel in GSRTC?

CHEAPER NO OTHER
OPINION FREQUENCY OF THAN TIMING OF OPTION
BUSES. OTHERS BUSES. AVAILABLE.
RESPONDENTS
8 48 17 27
PERCENTAGE
8% 48% 17% 27%

 Chart showing the opinion of passengers

48
50
45
40
35
27
30
25
17
20
15
8
10
5 8% 48% 17% 27%
0
Frequancy of Buses. Cheaper than others Timing of Buses. No other option
available.


 Interpretation:
From above observation, the highest (48%) preference is given to the cheaper
than others, followed by no other option available (27%), timing of buses (17%) and lastly
frequencies of buses (8%)

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GSRTC

14. Bus stops are dangerously over crowded?

STRONGLY STRONGLY
OPINION
AGREE. AGREE. DISAGREE. DISAGREE.
PERCENTAGE 22% 44% 28% 6%

44
45

40

35
28
30
22
25

20

15

10 6

5 22% 44% 28% 6%
0
Strongly agree. Agree. Disagree. Strongly disagree.


 Interpretation:
In responding answer, 22% responded strongly agree, 44% are agree, 28% are
disagree, 6% are strongly disagree.

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GSRTC

15. Are you aware about different travelling
promotional (concessional) scheme of GSRTC (S.T Bus)?

OPINION YES NO
RESPONDENTS 63 37
PERCENTAGE 63% 37%

63
70

60

50
37
40

30

20

10 63% 37%

0
Yes No


 Interpretation:
From above observation there are 63% people are aware about different travelling
promotional service and 37% are not aware.

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GSRTC

16. Do you think GSRTC Buses are properly maintained?

OPINION YES NO
RESPONDENTS 55 45
PERCENTAGE 55% 45%

55
60
45
50
40
30
20
10 55% 45%

0
Yes No


 Interpretation:

From above chart majority 55% people are said that GSRTC buses are properly
maintained and 45 people are said that GSRTC buses are not maintained.

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GSRTC

 If no, then please tick a suitable one from the following.

SHORTAGE
OF TOOLS
OPINION
LACK OF AND SPARE UNAVAILABILITY IMPROPER
MECHANICS. PARTS. OF WORK-SHOP. MANAGEMENT.
PERCENTAGE 11.11% 13.33% 24.44% 51.11%

23
25

20

15
11

10
6
5
5
11.11% 13.33% 24.44% 51.11%

0
Lack of Mechanics. Shortage of tools Unavailability of Improper
and spare parts. Work-Shop. Management.


 Interpretation

As we find, there are 11.11% people believe in lack of machine, almost 13.33%
people say that is shortage of tools and spare parts, 24.44% people are say that it is unavailability
of workshop, and majority of 51.11% people are said that it is improper management.

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GSRTC

17. Are you satisfied with Quality of Buses of GSRTC (S.T
Buses)?

HIGHLY HIGHLY
OPINION
SATISFIED. DISSATISFIED. SATISFIED. DISSATISFIED.
PERCENTAGE 32% 21% 47% 0%

47
50
45
40
32
35
30
25 21
20
15
10
5 32% 21% 47% 0 0%
0
Highly Satisfied. Dissatisfied. Satisfied. Highly Dissatisfied.


 Interpretation:

From the above chart 32% people are highly satisfied, 21% are dissatisfied, 47%
are satisfied and 0% people are highly dissatisfied.

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GSRTC

18. Are you satisfied with the different services
provided by GSRTC (S.T.BUS)?

OPINION HIGHLY SATISFIED. DISSATISFIED. SATISFIED.
PERCENTAGE 27% 18% 55%

60 55

50

40
27
30
18
20

10
27% 18% 55%

0
Highly Satisfied. Dissatisfied. Satisfied.


 Interpretation:
From above chart we see that 27% passengers are highly satisfied for GSRTC
service 18% are not satisfied 55% people are satisfied for the service of GSRTC.

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GSRTC

Hypothesis Test:-

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GSRTC

Swot analysis:

 Strength
 Availability of abundant low cost land near country stations provides possibility for
development
 Less damage of goods compared to other modes of transport
 Largest commercial employer with almost 1.5 million staff
 It transports over six billion passengers and almost 750 million tons of freight annually

 Weakness

 Passenger sector is loss making
 Accidents and delays cause a dent to the image
 Facilities not comparable to international standards still

 Opportunity

 It can capture large chunk of container traffic by introducing block container trains
operating at passenger speeds
 It’s 70% of revenue and most of its profits comes from freight sector and there is a
tremendous growth in emerging companies, hence has a great future for freight sector
 Operating ratio has been decreasing drastically in last 10 years

 Threats
 Increase in allowable gross weight of road vehicles
 Possible introduction of double road trailers

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GSRTC

 High accident rates

Learning - during the project

Coming to the learning experience it was a great time to be with the organization.
The working environment and the support that I got from the superiors and the colleagues were
appreciable.

Before start my study on G.S.R.T.C. I was very much susceptible about it but
very much relevant to the organization also.

For that matter my communication skills improved so was my personnel skills.
One thing I realized was that every day brings new experience in the life and you do not have to
wait for things get done but you have to push the things so that they could be done.

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GSRTC

Limitations of study

 The research study has got the following limitations:

 This study is based on secondary data derived from published annual reports of GSRTC
and as such its findings depends entirely on the accuracy of such data.

 This study provide glimpse of the past performance and the future conclusion may not be
correct since several other factors may affect the future operations.

 As this study is limited only to customer service analysis of GSRTC, this study will not
be relevant to other SRTC in India.

 This study based on external analyses only, being outsider inside viewsMay not be duly
considered.

 Researcher has tried best to remain faithful and kin. But after all being a human, physical
constrains may affect the result and as such the result of the analysis may not be sent
percent correct to be relied upon.

 The report is limited to the extent of information supplied by the organization.

 Due to time constraint a small sample size was used which may be limitation of this
project.

 The study is limited only to GUJRAT STATE ROAD TRANSPORT CORPORATION.

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GSRTC

FINDINGS
We finally hereby conclude that the passengers who travel in G.S.R.T.C. are
actually helpless. The passengers face a number of problems during the journey period. Some of
the major problems they face are as follows:

 Long waiting period
 They have to push themselves to get into bus.
 Passengers have to stand during the journey.
 They are not given service at their satisfaction level.
 In almost all cases, it has been found that the level of satisfaction from the
service of G.S.R.T.C. has been equal or less than satisfaction. The following table will show
this correlation between satisfaction and expectation.

Satisfaction < expectation Almost all the cases
Satisfaction = expectation Only in a few cases
Satisfaction > expectation Less happened

 The passengers usually get an unsatisfactory reply from inquiry in charge officer.
 Sometimes the bus gets breakdown or punctured in between route, the passengers have to
push the bus after getting down from the bus.
 Sometimes, travelling in G.S.R.T.C. becomes time consuming and the passengers have to
wait till the bus comes. So, a passenger gets bored. They find it better to travel in private
vehicles.
 Sometimes, the buses do not make their predetermined stops. So, for that particular stop,
passengers do not get bus and have to wait for the next bus to come.

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GSRTC

 The passengers face a shortage of buses for a particular region, (especially in rural areas.)
 The majority of passengers travel in G.S.R.T.C. is students and jobbers. The main
problem they face is that of seating arrangements.

RECCOMENDATIONS

 G.S.R.T.C. should introduce new fuel efficient buses. We agree that G.S.R.T.C. has been

successful in terms of new buses. But, still, the passengers face problems in terms of

shortage of buses.

 G.S.R.T.C. should make effective administration and management of buses.

 The benefit of specialization and division of work can also be taken.

 The complaints of passengers should be analyzed carefully and the response should be

replied instantly.

 G.S.R.T.C. should establish faithful, healthy and better relationship with passengers by

giving better services.

 G.S.R.T.C. should make effective route guide model. They should analyze it very

carefully. They should arrange buses at place where there is a shortage of buses.

 G.S.R.T.C. should make implementation of rules and regulation and follow it very

strictly. Also, staff should be well trained to make passengers feel satisfied and to behave

honestly and sincerely.

 G.S.R.T.C. should allow passengers to take part in management i.e. online reply,

suggestion box, telephone conversation etc.

 The pick-up stands should be clearly and fairly placed and should be kept neat and clean

by G.S.R.T.C.

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GSRTC

Bibliography

 REFERENCE BOOKS:

 MARKETING RESEARCH - Tull and Hawkins.

 Marketing Management - Philip Kotler

 Websites:

 www.slideshare.com
 www.scribd.com
 www.google.com
 Wikipedia - g.s.r.t.c.
 www.gsrtc.com

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Annexure

QUESTIONNAIRE
This study is meant to understand the satisfaction level and quality parameters of passengers
towards GSRTC (S.T Bus) services. The information provided by you will be used only for
academic purpose and kept strictly confidential.

Thanking you for participating in this survey.

PART: ADEMOGRAPHIC PROFILE /BASIC INFORMATION
1. Gender : Male Female
2. Age : below 20 Years 20-35 Years
Above 35
3. Employment Status : Student Service
Graduate professional
4. Monthly Income : None 1000- 5000 5001-10,000
10001-15000 Above 15001
5. You belong to which area. Rural area Urban area

PART: B PASSENGERS(CUSTOMERS)OPINION

1. how Do you travel ?Personal Vehicle By G.S.R.T.C.
Private travelers. Railway.
2. Mention your purpose of trip for using GSRTC (S.T.Bus)services.
Work. Education. Social.
3. What is your monthly expense for travelling?
Less than 500Rs. 501-1000Rs.
1001-1500Rs. 1501-above.
4. Which factors do you consider most while travelling by S.T Bus?
Fare(Price) Quality Time Security
5. Which facilities do you expect from GSRTC.(S.T Bus)?
Proper timing of Buses. Good Behaviour of Conductor and Driver.
Display of Time-table at each Bus-Stop. Cleanliness in Bus.
6. Mention your opinion regarding Compensation (Rewards) paid to passengers in case of

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GSRTC

Accident while travelling by GSRTC(S.T Bus.)
Excellent. Very Good. Good
Average. Poor.
7. What is your opinion regarding Cleanliness at S.T Bus Stop?
Clean. Average. Dirty.

8. How many times you travel by GSRTC (S.T Bus) in a Month?
Regularly (25-30 days) Occassionaly (10-15 days)
Rarely (1-5 days) Never
9. Do you get a satisfactory reply from the inquiry window at GSRTC(S.T Bus)stand?
Yes No
If you do not ,then please tick a suitable one from the following.
Due to his misbehaviour. Absence of Officers.
10. What do you think about fare(price) charged by GSRTC (S.T Bus) as compared to Private
Travellers?
High.Economical.Low.
11. What makes you travel in GSRTC?
Frequancy of Buses. Timing of Buses.
Cheaper than others. No other option available.
12 Bus stops are dangerously over croweded?
Strongly agree. Agree.
Disagree. Strongly disagree.
13. Are you aware about different travelling promotional (concessional) scheme of GSRTC (S.T
Bus)?
Yes No
14. Do you think GSRTC Buses are properly maintained?
Yes No
If no, then please tick a suitable one from the following.
Lack of Mechanics. Shortage of tools and spare parts.
Unavailability of Work-Shop. Improper Management.
15. Are you satisfied with Quality of Buses of GSRTC (S.T Buses)?
Highly Satisfied. Satisfied.
Dissatisfied. Highly Dissatisfied.
16. Are you satisfied with the different services provided by GSRTC (S.T.BUS)?
Highly Satisfied. Satisfied. Dissatisfied.

LDRP-ITR Page 67

Final gsrtc

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