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SERVICE QUALITY MANAGEMENT FOR

RSRTC OPERATIONS

DRAFT FINAL REPORT

FEBRUARY 2012

Prepared by

CENTRAL INSTITUTE OF ROAD TRANSPORT PUNE

Draft Final Report

Service Quality Management for RSRTC Operations

Central Institute of Road Transport 1

ACKNOWLEDGEMENTS

The consultants express their appreciation and gratitude to Dr Manjit Singh IAS,

Chairman & Managing Director, Rajasthan State Road Transport Corporation for

entrusting this study to CIRT and offering valuable suggestions to the study team

during the course of the study.

Due credit is accorded to the officials from all the Departments of Rajasthan

State Road Transport Corporation for their interactions with the study team. The

study team thanks the employees of Rajasthan State Road Transport Corporation

without whose help and support this report could not have been completed.

Special thanks are extended to the entire team of employees at Sindhi Camp

Bus Stand for their cooperation to the study team during the primary surveys and

for providing valuable inputs.

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CHAPTER SCHEME

ACKNOWLEDGEMENTS

Chapter 1. INTRODUCTION ................................................................................... 3

1.1 Need for the Study ................................................................ 3

1.2 Objectives of the Study ........................................................ 4

1.3 Scope of Work ........................................................................ 4

1.4 Terms of Reference ............................................................... 4

1.5 Study Methodology .............................................................. 5

1.6 The Report ............................................................................... 6

Chapter 2. STUDY AREA DETAILS .......................................................................... 7

2.1 RSRTC – An Introduction ....................................................... 7

2.2 Objective ................................................................................ 7

2.3 Organisation Structure .......................................................... 8

2.4 Services .................................................................................... 8

2.5 Summary .................................................................................. 10

Chapter 3. LITERATURE REVIEW & DATA COLLECTION ..................................... 11

3.1 Literature Review ................................................................... 11

3.2 Data Collection ..................................................................... 15

Chapter 4. DATA ANALYSIS AND RESULTS .......................................................... 18

4.1 Introduction ............................................................................ 18

4.2 Passenger Characteristics ................................................... 18

4.3 Passenger Opinion ................................................................ 23

4.4 SERVQUAL Analysis ................................................................ 63

4.5 SERVQUAL GAP ANALYSIS .................................................... 68

4.6 Summary .................................................................................. 71

Chapter 5. STUDY RECOMMENDATIONS ............................................................ 72

5.1 Areas of Focus ........................................................................ 72

5.2 Recommendations ............................................................... 75

5.3 Summary .................................................................................. 81

Chapter 6. CONCLUSIONS .................................................................................... 82

ANNEXURES ............................................................................................................... 83

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Chapter 1

INTRODUCTION

1.1 Need for the Study

Public transportation services play a predominant role amongst the services

extended to the citizens. Public transportation is an operation which is effected

with the help of huge manpower and buses with certain geographical and

administrative restrictions in any territory. Assurance of quality in public

transportation services through the joint collaboration of the Government, local

bodies and the transportation companies is crucial in improving the image of the

services rendered to the public and maximisation of revenues.

The strategy of gradually focusing on the quality of service and customer

satisfaction has proved to be very profitable for both the companies and

customers all over the globe, particularly for the transport companies and

passengers. This is because improvements in the quality of services provided can

attract additional users and this alone has the potential to resolve many

problems such as reducing traffic congestion, energy consumption, air and noise

pollution reducing the use of individual transport.

Today service quality has become very important than ever before in any area,

because service providers have realised that they have to provide customer-

perceived values. As competition increases, customers have more options to

choose from and of course service quality will become their priority when

spending their (customers) money, especially as they try to maximise the value in

return as well as satisfaction for every unit of money spent. For this reason, the

customer’s perception on the services used is necessary because service quality

can be approached only from the consumer point of view. These measuring

techniques allow critical aspects of the supplied services to be identified and

customer satisfaction to be increased. It is absolutely necessary to correlate the

expectations of customers with perceptions regarding the transportation

services, making the outcome essential in evaluating the quality of service.

SERVQUAL instrument is one of the tools used today in order to measure the

quality of service rendered. The SERVQUAL instrument has been utilised to

measure the gaps in different spheres of the service in public transportation.

Through this instrument, the researchers were able to determine the level of

perceived service performance of Rajasthan State Road Transport Corporation

(RSRTC) and then use these measurements to determine the gaps in each area

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of the service. The difference between the service performance (perceived

service quality) and the highest possible grading a customer could rate a service

(Customers’ expectation) shall be the amount of quality improvements the

commuter still expects from RSRTC in that particular area of service.

1.2 Objectives of the Study

To assess the commuter perception on the bus transport services being offered

through RSRTC in Rajasthan by applying the SERVQUAL approach.

1.3 Scope of Work

The scope of work is as follows:-

(a) Study the operations of RSRTC to evaluate the sample size

distribution and identify survey locations at Jaipur. The data collection shall

take into consideration the type of service used by the respondents (i.e.,

intercity and mofussil services terminating at Jaipur) along with various

parameters such as age and gender.

(b) Conduct primary survey in an attempt to describe the customer’s

opinion on five dimensions of service – reliability, responsiveness,

assurance, empathy and tangibility along with their social and economic

status. The above survey will help the study team to identify the customer

perceptions on RSRTC service quality.

(c) To undertake data analysis through SERVQUAL method to

complete the survey through evaluating quantitatively abstract

dimensions of transport services.

(d) Identify the gaps in quality of services offered by RSRTC and

suggest areas of improvement.

The above steps will help RSRTC in identifying gaps in the existing system and take

policy decisions to fill quality gaps and improve service quality.

1.4 Terms of Reference

For the study, the following terms of reference were agreed upon:-

(a) To study the existing RSRTC facilities at Jaipur, carry out passenger

opinion survey and interact with the passengers to assess the problems

being faced by them and offer suggestions to relieve the grievances of

passengers.

(b) Secondary data on the traffic volume, buses, schedules, types of

services, infrastructure, existing schemes of concessions and facilities being

provided are to be furnished by RSRTC.

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1.5 Study Methodology

The study methodology is split into six tasks. The study methodology has also been

depicted in the form of a flow chart in Figure 1.1.

(a) Task 1: Mobilisation and reconnaissance

This task primarily includes the familiarisation with the project area while

establishing logistical and administrative support for the study team.

(b) Task 2: Review of relevant data

This task aims at collection of secondary data to have a preliminary

understanding of the services offered by RSRTC, physical and financial

characteristics of the services and traffic handled by the Jaipur CBS.

(c) Task 3: Primary surveys

This task involves carrying out passenger opinion surveys at Jaipur CBS and

selected locations in the city.

(d) Task 4: Data analysis

This task involves analysis of primary survey data for determining passenger

characteristics such as age, gender, education level, type of service used,

type of service, frequency of usage of RSRTC services, and their opinion on

various identified parameters. The problems and suggestions of the

passengers have also been collected and discussed.

(e) Task 5: Recommendations and Areas of Focus

This task shall entail suggesting recommendations to RSRTC which can

help the organization in alleviating passenger problems. It also prioritizes

the areas of focus based on the level of importance and satisfaction

levels of the passengers.

(f) Task 6: Formulation of recommendations

This task shall entail formulation of study recommendations based on

discussions with RSRTC employees, primary and secondary data analysis

and inferences.

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Central Institute of Road Transport

1.6 The Report

This report is divided into six chapters and ch

(a) Chapter 2 describes the Rajasthan State Road Transport

Corporation (RSRTC), its organizational str

characteristics.

(b) Chapter 3 describes the

conducted as part of the study and presents details on the secondary

and primary data collected.

(c) Chapter 4 deals with analysis of secondary and primary surveys

carried out at Jaipur and survey findings.

(d) Chapter 5 presents the recommendations for alleviating passen

problems and highlights the areas of focus for RSRTC to improve its image.

(e) Chapter 6 presents conclusions and recommendations based on

the survey findings and opinions sought from passengers.


Figure 1.1 Study Methodology

This report is divided into six chapters and chapter-wise details are given below:

Chapter 2 describes the Rajasthan State Road Transport

Corporation (RSRTC), its organizational structure and the operational

Chapter 3 describes the literature review and primary surveys

part of the study and presents details on the secondary

and primary data collected.

Chapter 4 deals with analysis of secondary and primary surveys

carried out at Jaipur and survey findings.

Chapter 5 presents the recommendations for alleviating passen


Chapter 6 presents conclusions and recommendations based on

the survey findings and opinions sought from passengers.

6

wise details are given below:-

Chapter 2 describes the Rajasthan State Road Transport

ucture and the operational

primary surveys

part of the study and presents details on the secondary

Chapter 4 deals with analysis of secondary and primary surveys

Chapter 5 presents the recommendations for alleviating passenger


Chapter 6 presents conclusions and recommendations based on

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Chapter 2

STUDY AREA DETAILS

2.1 RSRTC - Introduction

RSRTC was established on 01st October 1964 and is the largest provider of intercity

bus transportation in Rajasthan. With its head quarters located in Jaipur, the

corporation serves a diverse customer base. RSRTC fleet has increased to 4802

from 421. RSRTC is currently transporting about 10.74 lac passengers daily and

operating on routes connecting 32 districts of Rajasthan and neighboring states.

The corporation buses daily cover over 1.5 million kilometers through 54 depots

spread over the state catering to nearly 1 million passengers through its network

of over 13000 services to all-important places in Rajasthan and adjoining states of

Gujarat, Haryana, Punjab, Delhi, Uttar Pradesh, Himachal Pradesh, Madhya

Pradesh and Maharashtra. RSRTC is operating regular air-conditioned and super

deluxe buses between Jaipur and Delhi.

To keep impeccable safety standard RSRTC maintains a high turnover of buses,

not keeping a bus in service on average for more than seven years. RSRTC has

an enormous in-house facility for maintenance and engineering. Buses are

fabricated with latest specifications. The major items of consumption such as

tyres, spare parts are purchased from the manufacturers and their recognized

original equipment manufacturer under the purchase policy. The scrap material

like condemned buses; spares and tyres are sold through open auction at Jaipur,

Ajmer and Jodhpur.

2.2 Objectives

The corporation's main objectives are:

(a) To provide efficient, adequate, economical, safe and well

coordinated passenger transport service.

(b) Development of the virgin desert land of Rajasthan for the national

economy through the development of transport facility.

With these objectives, RSRTC has been providing services not only on notified

routes but also on sub non-nationalised routes for the convenience of a large

number of general public residing in remote areas of the state. Interstate services

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are also being extended to the neighboring states for a coordinated transport

service system.

2.3 Organisation Structure

RSRTC is headed by the Chairman & Managing Director who oversees the

operations of the corporation supported by the Executive Directors (of

Administration, Traffic, Legal and Engineering), Financial Advisor, Superintending

Engineer (Civil) and the Secretary. The organisation chart of RSRTC is given at

Figure 2.1.

Figure 2.1 Organisation Structure

Source: Webpages of RSRTC

2.4 Services

2.4.1 Types of Bus Services

The details of various types of services offered by RSRTC are outlined in the

succeeding paragraphs:-

(a) Volvo air-conditioned services

RSRTC provides Volvo buses for convenient and comfortable journey

between Jaipur-Delhi, Delhi-Jodhpur and Delhi via Jaipur, Udaipur,

Ahmedabad, Jaipur-Ganganagar. RSRTC launched India's most luxury bus

services with pantry and LCD screens between Jaipur and Delhi and other

tourist destinations using state of art Volvo Buses which provide a new

traveling experience. These buses provide passengers with great

convenience, low fares and luxury travelling experience.

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(b) Sleeper A/c coach

For night service, RSRTC provides facilities of A/c sleeper coach from

Jaipur to Ahemdabad, Haridwar, Jodhpur, Udaipur, Mount Abu etc.

(c) Sleeper Non - A/c coach

There are 8 Non A/c sleeper coaches operating from Jaipur to Gwalior,

Viratra Mata, Jaisalmer and Lucknow.

(d) Air conditioned (Pink line services)

RSRTC provides air conditioned services for a convenient and comfortable

journey in the main routes from Jaipur to Delhi, Agra and Udaipur.

(e) Super deluxe (Silver line services)

More than 150 deluxe bus services were made available connecting

district head quarters as well as towns and cities within and outside the

neighboring states.

(f) Long distance express and night services (Blue line services)

RSRTC operates express bus services all over the state and to the

neighbouring states with better bus condition at lesser travelling time and

for the convenience of the passengers, operates night services throughout

the state and neighbouring states.

(g) Interstate services

RSRTC operates interstate services to the neighbouring states of Delhi,

Haryana, Utter Pradesh, Punjab, Chandigarh, Madhya Pradesh, Gujarat,

Maharashtra, Uttaranchal, Himachal Pradesh and Jammu & Kashmir.

(h) Ordinary services

For short distance and village travelers, RSRTC operates services

connecting towns and panchayats to the district and tehsils as well as to

the nearby villages.

(i) Mela services

Catering to the services for the social and religious gatherings, RSRTC

operates special mela services.

(j) CTS services

For extending travelling facility to the far end colonies in and around

Jaipur, RSRTC operates city busses. The city services have been transferred

to Jaipur City Transport Services Limited (JCTSL) but operated by RSRTC.

(k) Sub urban services

To reduce the mounting pressure of urbanisation, RSRTC has been

operating sub urban services connecting the cities with nearby towns and

villages.

2.4.2 IT Applications in RSRTC

RSRTC happens to be one of the highest spenders in implementing the latest IT

applications. RSRTC has deployed IT applications in the functional areas of

operations, maintenance, inventory management system, accounts and

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administration. RSRTC is one of the most efficient organisations in operations

management. The corporation has major plans for the future through the

efficient use of IT. Effective use of IT has helped RSRTC in ensuring the following:-

(a) Providing better services to passengers.

(b) Ensuring effective managerial controls.

(c) Reduction in work load and waiting time at the counters.

(d) Effective maintenance management of vehicles.

(e) Faster communication of information for decision support system.

(f) Reduction of passenger's waiting time for booking journey ticket.

(g) Better inventory control to check purchase and disposal of material.

(h) Standardisation and simplification.

2.4.3 Passenger Facilities

For better convenience of the passengers, RSRTC has set up bus stands at

important locations throughout Rajasthan. RSRTC has introduced online

reservation system for its premium segment services such as the volvo and deluxe

services. Passengers can also book their tickets through the 50 Kiosks situated in

Jaipur. RSRTC is also socially conscious and affords concessional rates to senior

citizens, physically challenged persons and relatives of soldiers who died in war.

2.5 Summary

RSRTC is uniquely positioned to serve a broad and growing market with the

following features:-

(a) Low fares for passengers on any given day.

(b) Bus stands with amenities for waiting and in-transit passengers.

(c) Regularly scheduled intercity transportation to most cities, towns

and small villages across the state and neighboring states.

(d) Online reservation facilities for premium segment buses.

(e) Additional services during peak travel periods to accommodate

passengers.

(f) Concession offers in fares and facilities to students, physically

challenged, sick, freedom fighters, widows and families of soldiers who

died in war.

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Chapter 3

LITERATURE REVIEW & DATA COLLECTION

3.1 Literature Review

3.1.1 Introduction

Higher service quality is an important factor driving the perceived value of any

service. Superior service quality helps in enhancing customer loyalty and

improving service provider‘s image, sales and profitability. Since satisfaction is

basically a psychological state of mind, adequate care should be taken in an

effort to measure it in quantitative terms. The work carried out by Parasuraman,

Zeithaml and Berry provides the basis for measuring customer satisfaction of a

service by using the gap between the customer's expectation of performance

and their perceived experience of performance. This provides us with a

satisfaction gap which is objective and quantitative in nature. According to

Garbrand, customer satisfaction equals perception of performance divided by

expectation of performance.

3.1.2 Customer

The word “customer” is derived from "custom," which means "habit". A customer

is someone who frequents a particular shop, making it a habit to purchase goods

of the sort the shop sells rather than elsewhere, and with whom the shopkeeper

has to maintain a relationship to keep his or her "custom," meaning expected

purchases in the future. A customer, also called client, buyer, or purchaser, is

usually used to refer to a current or potential buyer or user of the products of an

individual or organisation. This is typically through purchasing or renting goods or

services. In the field of public transport, a customer can be described as one

who has a habit of using the services provided by the transport operator over

other service providers in the market. In this study, customer means a person who

travels by a RSRTC bus.

3.1.3 Satisfaction

Satisfaction is the contentment that one derives upon fulfilling a desire, need, or

expectation. It may be noted that in the current study, customers agreement

(agree & strongly agree) with the survey‘s statements will indicate their

satisfaction levels.

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3.1.4 Customer Satisfaction

Customer satisfaction is a measure of how products and services supplied by a

company meet or surpass customer’s expectation and can be seen as a

key performance indicator. In a competitive marketplace, customer satisfaction

is seen as a key element of business strategy. In this study, customer satisfaction

will be treated as at a good level if it has CSI score of four or more when overall

weighted satisfaction is measured.

3.1.5 Need to Measure Customer Satisfaction

With the phenomenal increase in the country's population and increased

demand for transport services; speed, comfort, convenience, connectivity,

service quality and customer satisfaction are going to be key differentiators for

each service provider’s future success. Thus it is for the State Transport

Undertakings to get useful feedback on their services and customer service

quality aspects, which in turn will help them take positive steps to run

organisations while maintaining a competitive edge over the private operators.

In today’s competitive world, organisations are increasingly interested in retaining

the existing customers while targeting new customers. In this scenario, measuring

customer satisfaction provides an indication of how successful the organisation is

at providing services to the people. Since measuring a parameter is an important

step in improving, measurement of customer satisfaction assumes significant

importance if we are to improve customer satisfaction level.

It is becoming increasingly evident that placing a high priority on customer

satisfaction is critical for improving organisational performance. With better

understanding of customers' perceptions, companies can determine the actions

required to meet the customers' needs. They can identify their own strengths and

weaknesses, chart out a path for future progress and improvement. Customer

satisfaction measurement helps to promote an increased focus on factors which

are important to the customers and encourage improvements in the work

procedures and processes adopted.

3.1.6 Customer Satisfaction Measurement Model

There are various models that are used in measuring customers’ satisfaction. In

the current study, importance, expectation & perception and gap scores have

been calculated to measure customer satisfaction as they show the results in

terms of numbers considering various factors. Customer satisfaction represents

the overall satisfaction level of customer as one number, usually as a

percentage.

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3.1.7 Survey Questionnaire

The consultants have adopted the process of conducting face to face

interview in measuring the customers’ satisfaction level in the study. Five key

dimensions of service quality namely reliability, responsiveness, assurance,

empathy and tangibles have been identified to collect information by using the

SERVQUAL instrument. SERVQUAL is a widely recognized and used tool for

measuring customer satisfaction level. It can be applicable to a large number of

industries and remains the most comprehensive attempt to conceptualise and

measure service quality. The SERVQUAL instrument has been the predominant

method used to measure consumers’ perceptions of service quality with five

generic dimensions or factors of service quality that are stated as follows:-

(a) Reliability: Ability to perform the promised service regularly,

dependably and accurately.

(b) Responsiveness: Willingness to help customers and provide prompt

service including competence, courtesy, credibility and security and

knowledge and courtesy of employees.

(c) Tangibles: Physical facilities, equipment and appearance of

infrastructure.

(d) Assurance: Ability to inspire trust and confidence.

(e) Empathy: Ability to understand the customers and their needs.

Using this SERVQUAL instrument, we have collected customers‘ degree

of concurrence with 39 different statements categorised under five major

dimensions which indicate various influencing forces in satisfying customers. The

parameters covered by this SERVQUAL instrument are as follows:

(a) Reliability

• Maintaining departure times

• Maintaining arrival times

• Operating regular bus services

• Capability of employees to handle problems like breakdown

during journey

• Interest shown by RSRTC in solving passenger problems

• Maintaining journey time

(b) Responsiveness

• Cooperation from drivers and conductors at times of personnel

problems during journey

• Response of employees to problems /needs of children, women,

seniors and handicapped

• Arrangements of alternatives made quickly when there is

excessive demand

• Informs changes in services like timings of arrival, departure and

cancellation immediately

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• Employees ‘ readiness to serve passengers

• Knowledge of employees regarding information of RSRTC’s

services

(c) Tangibles

• Ticket price is reasonable

• Comfort able seats in the bus

• Sufficient leg space

• Spacious luggage racks

• Buses are neat and clean

• Bus stations/shelters are neat and clean

• Toilets at bus stations are neat and clean

• Waiting halls/space are adequate

• Display signs at bus stands and route information on buses are

helpful

• Announcements are audible

• Emergency services provided like medical support when need

arises

• Visual appeal of buses

• Employee cooperation at booking counters

• Employee cooperation at enquiry counters

• Employee cooperation at complaint cell

• Ease of boarding and alighting

• Bus stand/station facilities

• Smoothness of journey

• Water facilities provided

• Toilet & refreshment facilities on the route

• Temperature inside bus (only for ac)

• Website / online services (if used)

(d) Assurance

• RSRTC ensures safe journey

• Consistency in providing quality services

(e) Empathy

• Bus routes are suitable for your specific needs

• Bus timings are scheduled to your convenience

• RSRTC understands the specific needs of passengers

(f) Overall service

3.1.8 Rating Scale

Customers’ responses have been recorded by using a five point scale where the

customers were asked to evaluate each statement to rate their degree of

agreements or disagreements with each of 39 statements. These degrees

of agreements or disagreements were plotted on the 5 point Likert Scale where

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point 1 indicates “Strongly Disagree” and point 5 indicates “Strongly Agree” with

the statement.

3.1.9 Cut-Off Score

Generally researchers prefer to concentrate on the responses in the higher end

of the scale i.e. scores of 4 or 5 out of 5. It is argued that these are the scores that

are required to create genuine satisfaction and loyalty. It has been argued that

a rating of 9 or 10 out of 10 is required on most of the key issues that drive the

buying decision. This is because if the service provider fails to achieve such high

ratings, customers show indifference. Capricious consumers are at risk of being

wooed by competitors, readily switching suppliers in the search for higher

standards. In the current study, a 80% score or point 4 out of 5 is considered as

the cut off score in measuring customer satisfaction i.e. if the average score is 4.0

or more then the customers will be treated as completed satisfied.

3.1.10 Gap Score

Gap score is the difference between the expectation and perception levels of

the customer. It indicates the reality gap based on the interviewer‘s perception.

a) Expectation

This indicates the customer’s anticipation considering the service

providers’ limitations. Under this section, the level which RSRTC should

possess for the various features/dimensions from the customer’s point of

view ie., a number that best shows the customer’s expectations from

RSRTC.

b) Perception

This indicates the customers’ response on the statements taken under the

SERVQUAL instrument.

3.2 Data Collection

3.2.1 Introduction

Physical and financial performance data of RSRTC was collected from the

concerned departments in an effort to understand the operations of RSRTC. A

reconnaissance survey was conducted to study the survey locations, sample size

and distribution of samples to be collected. The reconnaissance survey enabled

the consultants’ to interact with the RSRTC’s passengers and employees to

design a survey format for collection of primary data. In order to assess the

passenger opinion on the services offered by RSRTC, data related to the

satisfaction levels and relative importance of various parameters has been

collected. In addition, passenger characteristics were also collected which

would help us in identifying the specific requirements of commuters categorically

based on the type of service used, age, gender, income, usage and education

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levels. Problem areas from the passengers’ point of view were also identified

through the primary surveys. The primary data was collected through the

passenger opinion surveys at Jaipur.

3.2.2 Reconnaissance Survey

A reconnaissance survey has been conducted on 01st October 2011 to examine

the City Bus Stand (CBS) at Sindhi Camp which is the primary study area and

consult the passengers to have an understanding of their problems, opinions and

suggestions. Accordingly survey formats have designed to capture the

passengers’ characteristics, satisfaction levels, relative importance of various

parameters and their recommendations.

3.2.3 Secondary Data

The following secondary data was collected from the various offices of RSRTC.

(a) Statistics department of RSRTC:-

(i) Performance Indicators

• Financial: Income, expenditure and net profit/loss.

• Physical: Fleet held, fleet utilisation, load factor, routes,

operated kilometers, passengers carried/day, punctuality,

employee strength and infrastructure.

(b) CBS at Sindhi Camp, Jaipur:-

(i) Layout of CBS

(ii) Passengers

(iii) Number of buses being operated

(iv) Major routes being operated

(v) Facilities at CBS: Booking counters, waiting halls, food stalls,

passenger information system, parking facilities, complaint cell, enquiry

counters, security and washrooms.

3.2.4 Primary Data

The primary surveys carried out at CBS, Jaipur include the passenger opinion

survey and problems & suggestions from passengers. These surveys have been

conducted during 02 - 06 October 2011 which covered passenger traffic during

a weekend, weekdays as well as vacation period. Apart from CBS, few

passengers were also consulted at Narayan Singh Circle, Transport Nagar,

Durgapura, Chowmukuliya and 200’ Bypass Road. The survey locations are

shown in Annexure 3.1. The survey locations were selected based on the

reconnsaissance survey conducted, secondary data collected and in

consultation with the officials of RSRTC. The duration of the survey typically

extended from 0800 hrs to 2000 hrs.

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Survey mainly includes interviewing commuters above the age of 15 years,

waiting for the buses and who have used RSRTC services atleast once prior to

being interviewed with the help of trained enumerators. The survey was carried

out at CBS, Jaipur. The survey proforma for passenger opinion survey is given at

Annexure 3.2.

The aim of the survey was to know the passengers’ characteristics (such as the

type of service used, age, gender, educational qualifications, service/vocation,

monthly household income and frequency of bus usage), opinion on RSRTC

services and their relative importance. It also seeks first hand information on the

kind of problems encountered by the commuters while travelling on RSRTC buses.

A survey has also been conducted wherein the passengers were asked to

indicate their problems and suggestions to improve RSRTC services. The survey

proforma for passenger opinion survey is given at Annexure 3.3.

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Chapter 4

DATA ANALYSIS AND RESULTS

4.1 Introduction

RSRTC offers different types of services for various passenger categories. An

attempt has been made to capture the satisfaction levels amongst different

groups of passengers in this study. In order to capture the passengers’

characteristics, opinion on the satisfaction levels and level of importance

attached to various parameters of RSRTC services, passenger opinion survey has

been carried out at CBS (Sindhi Chowk), Narayan Singh Circle, Transport Nagar,

Durgapura, Chowmukuliya and 200’ Bypass Road. Information on the problems

being faced and suggestions to improve RSRTC services were also collected. The

analysis of the same is carried out and presented in subsequent paragraphs.

4.2 Passenger Characteristics

The passenger opinion survey was carried out to understand the characteristics

of the passengers using RSRTC services from CBS at Sindhi Chowk and other

selected locations in the city along with the passenger opinion. The survey details

such as the dates and locations have already been presented in Chapter 3. This

survey reveals characteristics such as the type of service used, age, gender,

educational qualifications, service/vocation, monthly household income and

frequency of bus usage. The survey findings shall be used in identifying the

satisfaction levels and problems of different categories of passengers using RSRTC

services. Thus RSRTC can have a better understanding on the requirements of

various categories of passengers.

4.2.1 Type of Service Used

During the course of interactions with officials, it was revealed that RSRTC

operates different types of schedules. For the purpose of survey and analysis, the

type of services have been grouped under five different categories namely AC &

volvo, sleeper, deluxe, semi deluxe and ordinary. Figure 4.1 depicts the

classification of respondents based on the type of service used. 14% of the

respondents belong to the premium segment of services such as AC & volvo. 65%

of the respondents used the ordinary type of services. 21% of the respondents

used buses under the category of sleeper, deluxe and semi deluxe services.

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Figure 4.1: Service Type being used by the Respondents

4.2.2 Gender

87% of the survey respondents were males as shown in Figure 4.2. Only 13% of the

survey respondents were females. In fact, this is a constraint/limitation of the

survey since the females were highly apprehensive about responding to the

survey questionnaire inspite of the best possible efforts of the consultants and

enumerators.

Figure 4.2: Gender of Respondents

4.2.3 Monthly Household Income

The categorisation of respondents based on the monthly household income is

shown in Figure 4.3. About 36% of the respondents have a monthly household

AC &

Volvo, 14%Sleeper, 6%

Deluxe , 8%

Semi Deluxe, 7%

Ordinary, 65%

Service Type Used by Respondents

Male, 87%

Female , 13%

Gender of Respondents

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income upto Rs 10,000. 50% of the total respondents have a monthly household

income upto Rs 15,000.

Figure 4.3: Monthly Household Income of Respondents

The categorisation of respondents based on the monthly household income and

the type of service used is shown in Figure 4.4. In the AC & volvo sector, 50% of

the respondents have a monthly household income of Rs 20,001 – Rs 40,000. In

the sleeper sector, 73% of the respondents have a monthly household income of

Rs 5,001 – Rs 25,000. 84% of the respondents in the ordinary category have a

monthly household income upto Rs 25,000.

Figure 4.4: Service wise Monthly Household Income of Respondents

12.7%

23.3%

14.0%13.0%

10.4%

7.0%

4.4%

5.2%

1.4% 3.0%

4.3%

1.1%0.3%

Income of Respondents

Rs 0 - 5000

Rs 5001 - 10000

Rs 10001 - 15000

Rs 15001 - 20000

Rs 20001 - 25000

Rs 25001 - 30000

Rs 30001 - 35000

Rs 35001 - 40000

Rs 40001 - 45000

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Total Volvo Sleeper Deluxe Semi Deluxe Ordinary

% S

ha

re o

f R

esp

on

de

nts

Type of Service

Monthly Household Income

Rs 0 - Rs 10000 Rs 10001 - Rs 20000 Rs 20001 - Rs 30000 Rs 30001 - Rs 40000

Rs 40001 - Rs 50000 Rs 50001 - Rs 100000 Rs 100001 - Rs 30000

Draft Final Report



4.2.4 Profession

The categorisation of respondents based on the profession of the respondents is

shown in Figures 4.5. About 12% of the respondents are in government service

while 39% in private. 28% of the total respondents are students.

Figure 4.5: Profession of Respondents

The categorisation of respondents based on the profession and the type of

service used is shown in Figure 4.6. About 28% - 43% of the respondents in every

category of bus service are in the private sector. 20% - 31% of the respondents in

every category of bus service are students.

Figure 4.6: Service wise Profession of Respondents

12%

39%

7%

28%

5%

1%

1%

6%

1%

Profession of Respondents

Government Service

Private Service

Business

Student

Homemaker

Unemployed

Retired

0

5

10

15

20

25

30

35

40

45

Volvo Sleeper Deluxe Semi Deluxe Ordinary Total

% S

ha

re o

f R

esp

on

de

nts

Type of Service

Profession of Respondents

Government Service Private Service Business

Student Homemaker Unemployed

Retired Others Agriculture

Draft Final Report



4.2.5 Educational Qualification

The educational qualification of the respondents is shown in Figure 4.7. 43% of the

respondents are graduates followed by 35% who are high school graduates. 3%

of the respondents are uneducated.

Figure 4.7: Educational Qualification of Respondents

4.2.6 Age

Passengers who were above 15 years have only been surveyed in the study. 91%

of the respondents are in the age group of 15 – 45 years. About 78% of the survey

respondents were in the age group of 15 – 35 years. About 54% of the

respondents are in the age group of 15 – 25 years.

Figure 4.8: Age of Respondents

High

School, 35%

Graduate, 43%

Post

Graduate

, 18%

Doctorate, 1% Uneducated, 3%

Education Level of Respondents

15 - 25

yrs, 53.7%26 - 35

yrs, 27.0%

35 - 45

yrs, 10.5%

46 - 55 yrs, 5.2%

56 - 65 yrs, 2.2%

66 - 75 yrs, 1.1%

76 - 85 yrs, 0.3%

Age of Respondents

Draft Final Report



4.3 Passenger Opinion

The primary surveys carried out to seek the opinion of passengers on various

parameters. 39 attributes have been categorised under five dimensions whose

importance, expectation and perception levels have been noted. Passengers’

views on the overall service provided by RSRTC have also been taken.

Passengers have also been requested to come forward and indicate their

problems and recommendations for improvement of RSRTC services. Detailed

analysis of the data collected in the primary surveys has been carried out and

presented in the succeeding paragraphs.

Draft Final Report



4.3.1 Reliability

4.3.1.1 Statement: Maintaining departure times.

The above statement refers to the maintainance of departure timings of buses

from the bus stands/stations as per the schedule provided. The survey results are

shown in Table 4.1 and the general satisfaction levels with respect to departure

times are shown in Figure 4.9 which seem to be encouraging. The AC and Volvo

categories registered the highest percentage of “highly satisfied” people at 36%,

while Deluxe and Semi deluxe categories registered 66% and 67% people

“satisfied”. The results indicate that for all categories, the share of satisfied and

highly satisfied customers is 81%. About 12% customers are dissatisfied with the

service.

Table 4.1: Survey results for “maintaining departure times”

Degree of

Perception Frequency

Percentage of

Frequency

Cumulative

Percentage Mean Mode

Standard

Deviation

Highly

Dissatisfied 17 2% 2%

3.91 4 0.95


Neutral 56 8% 20%

Satisfied 400 56% 75%

Highly


Figure 4.9: Service wise results for “Maintaining departure times”

36 39

16

8

24 25

51 50

66 67

55 56

27 7

12 9 88 511 12 10 10

3 0 0 2 3 2

0

20

40

60

80

AC & Volvo Sleeper Deluxe Semi Deluxe Ordinary Total

% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Maintaining Departure times

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.1.2 Statement: Maintaining arrival times.

The above statement refers to the maintainance of time of arrival of buses at the

bus stands/stations as per the schedule provided. The total satisfaction levels for

maintenance of arrival times are 70% (i.e. highly satisfied and satisfied) as shown

in Table 4.2 and Figure 4.10. This shows a clear difference of 11% with respect to

maintenance of departure times, indicating that travel times are not maintained.

Only 65% of the respondetns in the ordinary type of service are satisfied.

Table 4.2: Survey results for “Maintaining arrival times”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.74

4

1.00


Neutral 121 17% 30%


Highly


Figure 4.10: Service wise results for “maintaining arrival times”

34 34

11 10

1921

48

43

6462

4649

7

16

9

21 2017

8 7

14

4

12 11

20 2

4 3 3

0

10

20

30

40

50

60

70


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Maintaining Arrival times

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.1.3 Statement: Operating regular bus services.

The above statement refers to the operation of RSRTC buses as per the schedule

provided. The regularity of bus services has positive results as indicated at Table

4.3 and Figure 4.11. Of the total respondents, about 72% were satisfied and only

9% were dissatisfied with the regularity of bus services. With some measures to

avert bus cancellations, RSRTC can ensure that the services are operated

regularly to attain higher satisfaction levels.

Table 4.3: Survey results for “Operating regular bus services”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.84 4 0.91


Neutral 134 19% 28%


Highly


Figure 4.11: Service wise results for “Operating regular bus services”

37 38

712

20 22

4743

67 67

4850

13

19 1813

21 19

2 0

5 610

7

0 0 2 22 2

0

10

20

30

40

50

60

70

80


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Operating regular bus services

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.1.4 Statement: Capability of employees to handle problems like

breakdown during journey.

The above statement refers to the response capability of employees to handle

situations like breakdown during journey. It may be noted that only 48%

customers are satisfied with this attribute of service. This shows that incase of

unforeseen incidences such as mechanical breakdown enroute, the employees

are unable to deal with the situation in a satisfactory manner.

Table 4.4: Survey results for “Capability of employees to handle problems like

breakdown during journey”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.28

4

1.02


Neutral 208 29% 52%


Highly


Figure 4.11: Service wise results for “Capability of employees to handle problems

like breakdown during journey”

14

5 5

15

7 9

4951

56

29

35

39

22

30

24

17

3229

11 1215

33

19 18

3 20

6 6 5

0

10

20

30

40

50

60


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Capability of employees to handle problems like breakdown during journey

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.1.5 Statement: Interest shown by RSRTC in solving passenger problems.

The above statement refers to the willingness of RSRTC management in solving

passenger problems. The survey results have been tabulated in Table 4.5 and

shown in Figure 4.12. The satisfaction levels were less than 50 percent in this area,

indicating the poor opinion wrt response shown by RSRTC to customer problems.

It may be noted that while 29% have clearly indicated their dissatisfaction on this

aspect, another 25% have remained neutral in this regard.

Table 4.5: Survey results for “Interest shown by RSRTC in

solving passenger problems”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.17

4

1.05


Neutral 180 25% 54%


Highly


Figure 4.12: Service wise for “Interest shown by RSRTC in

solving passenger problems”

15

9 710

57

41

32

4946

37 39

20

27

20 20

27 25

17

30

22 22 24 23

62 2 2

7 6

0

10

20

30

40

50

60


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Interest shown by RSRTC in solving passenger problems

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.1.6 Statement: Maintaining journey time.

This parameter addresses the travel time which takes into account the amount of

time a bus takes to make a trip and the speed at which the passengers travel

while making their trips. It also takes into account whether the bus has performed

a trip as per the scheduled time of arrival and departure. The survey results have

been presented in Table 4.6 and Figure 4.13. Maintaining journey time has a 54%

satisfaction level. This also justifies the difference between satisfaction for

maintenance of departure times and arrival times. It may be interesting to note

that the satisfaction level is more incase of high end services like AC & sleeper

than those of ordinary services which is affecting the overall satisfaction level on

this attribute.

Table 4.6 : Survey results for “Maintaining journey time”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.43

4

1.05


Neutral 196 27% 46%


Highly


Figure 4.13 Service wise results for “Maintaining journey time”

19 18

7 912 13

40 41

5258

39 41

26 25 24 2429 27

911 11

7

14 136 5 6 2

6 6

0

10

20

30

40

50

60

70


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Maintaining journey time

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.2 Responsiveness

4.3.2.1 Statement: Cooperation from drivers and conductors at times of

personal problems during journey.

The above statement refers to the attitude/response of drivers and conductors

towards solving customers’ personal problems/inconvenience during the course

of the journey. Cooperation from drivers and conductors makes travelers

comfortable and reassured. The survey results for this attribute of service are

shown in Table 4.7 and Figure 4.14. The cooperation of drivers and conductors for

personal problems is at 59%. The AC, volvo, deluxe and semi deluxe service

passengers have satisfaction levels around 77%. For sleeper and ordinary

categories, the satisfaction levels seemed to be low compared to others.

Table 4.7: Survey results for “Cooperation from Drivers and Conductors at times of

personnel problems during journey”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.41

4

1.11


Neutral 119 17% 41%


Highly


Figure 4.14: Service wise results for “Cooperation from Drivers and Conductors at

times of personnel problems during journey”

28

11 11 10 912

48 45

66 67

4347

7

27

13 1218 17

12 11 11 10

2118

5 50 2

8 6

0

10

20

30

40

50

60

70


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Cooperation from Drivers and Conductors at times of personnel problems during

journey

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.2.2 Statement: Response of employees to problems/needs of children,

women, seniors and handicapped.

The above statement refers to the response of employees to special problems

and needs of children, women, seniors and handicapped during the course of

the journey. The survey results for this attribute of service are indicated at Table

4.8 and Figure 4.15. The response of employees did not gain very high satisfaction

ratings at 55% but, for ‘sleeper’ and ‘ordinary’ categories the dissatisfaction levels

are very high. The percentage of dissatisfied customers is 31% and 30% for sleeper

and ordinary categories respectively implying these to services are faring

particularly bad when compared to the other categories.

Table 4.8: Survey results for “Response of employees to problems/needs of

children, women, seniors and handicapped”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.30

4

1.10


Neutral 131 18% 44%


Highly


Figure 4.15: Service wise results for “Response of employees to problems/needs

of children, women, seniors and handicapped”

24

9 7 10 5 8

4843

70

53

44 47

14 16

7

18 21 18

10

2013 14

21 18

411

4 69 8

0

20

40

60

80


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Response of employees to problems /needs of children, women, seniors and

handicapped

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.2.3 Statement: Arrangements of alternatives made quickly when there is

excessive demand.

The above statement refers that demands for buses on any route might increase

on certain days and alternative arrangements need to be made to adjust for the

situation. Prompt alternative arrangements in case of excessive demand help

absorb higher passenger volumes without compromising on passenger comfort

(standing passengers etc.). Having insufficient buses available may mean that

some vehicle runs never get made, which, in turn, reduces service availability,

increases the level of crowding on the subsequent trips, and affects passengers’

perceptions of reliability. The ordinary category passengers are the least satisfied

and this might be because fluctuating demands are the most common in this

category. About 25% of the total respondents are still dissatisfied over this

attribute.

Table 4.9 : Survey results for “Arrangements of alternatives made quickly when

there is excessive demand” Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.29

4

1.08


Neutral 173 24% 48%


Highly


Figure 4.16: Service wise results for “Arrangements of alternatives made quickly

when there is excessive demand”

19

9 7 8 7 9

4551 54 54

3943

20

3025 23 24 24

9 9 11 12

2017

60

4 49 8

0

10

20

30

40

50

60

AC & Volvo Sleeper Deluxe Semi Deluxe Ordinary Total% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Arrangements of alternatives made quickly when there is

excessive demand

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.2.4 Statement: Informs changes in services like timings of arrival, departure

and cancellation immediately.

Due to various circumstances, there might be changes in schedules. The above

statement refers to the fact that customers need to be informed of the changes

at the earliest in order to avoid any further inconvinience. The survey results are

shown in Table 4.10 and Figure 4.17. This attribute has only 46% satifaction level

and customers are facing problems due to it. The results indicate that the system

of disbursement of information regarding the latest schedule can be improved

further.

Table 4.10: Survey results for “Informs changes in services like timings of arrival,

departure and cancellation immediately”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.12

4

1.15


Neutral 162 23% 54%


Highly


Figure 4.17: Service wise results for “Informs changes in services like timings of

arrival, departure and cancellation immediately”

127

118 7 8

41 40

6461

3238

26 26

11 10

25 23

1117

11 14

2420

10 104

812 11

0

10

20

30

40

50

60

70


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Informs changes in services like timings of arrival, departure and cancellation

immediately

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.2.5 Statement: Employees’ readiness to serve passengers.

The above statement shows the willingness of RSRTC employees to serve

passengers. The survey results are presented in Table 4.11 and Figure 4.18. The

overall passengers’ satisfaction level for this category is at 44%, but for the

category of semi-deluxe services, the satisfaction level is 69%. This category is

clearly much ahead of others in this respect and the other categories should be

brought to this level at least. The ordinary category scores particularly low on this

aspect.

Table 4.11: Survey results for “Employees’ readiness to serve passengers”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.21

4

1.05


Neutral 203 28% 55%


Highly


Figure 4.18: Service wise results for “Employees’ readiness to serve passengers”

1614

712

6 9

37 37

45

57

3336

24

30 30

18

30 28

1519

1410

2421

7

04 4

6 6

0

10

20

30

40

50

60


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Employees ‘ readiness to serve passengers

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.2.6 Statement: Knowledge of employees regarding information of RSRTC

services.

The above statement refers to the availability of information with the employees

when approached by the customers. Knowledge of employees regarding

RSRTC’s services helps them deal with customer enquiries. The survey results are

presented in Table 4.12 and Figure 4.19. The satisfaction level is at 54%. Semi

Deluxe category scored a high 77% satisfaction level and AC & Volvo 73%.

Ordinary category fared badly with 46% satisfaction level.

Table 4.12: Survey results for “Knowledge of employees regarding information of

RSRTC’s services”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.28

4

1.02


Neutral 208 29% 52%


Highly


Figure 4.19: Service wise results for “Knowledge of employees regarding

information of RSRTC services”

2723

1116 14 16

46

40

48

61

3238

1419

29

10

2623

6

1411

8

2117

75

2 47 6

0

10

20

30

40

50

60

70


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Knowledge of employees regarding information of RSRTC services

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3 Tangibles

4.3.3.1 Statement: Ticket price is reasonable.

Ticket pricing is a important indicator to the customer opinion on the level of

service being provided in leiu of the price payed by customer. The suvey results

for this attribute are provided in Table 4.13 and Figure 4.20. The ticket pricing for

deluxe category shows very high dissatisfaction, with more than one-third of the

people being dissatisfied. The overall levels are better but still 27% people are not

satisfied with the pricing especially in the deluxe bus category(36%). The pricing

satisfaction is related to the service offered and hence if other attributes are

improved upon, pricing satisfaction will automatically improve.

Table 4.13: Survey results for “Ticket price is reasonable”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.41

4

1.18


Neutral 112 16% 42%


Highly


Figure 4.20: Service wise results for “Ticket price is reasonable”

24

12 118

17 17

34 35 34

54

42 41

13

26

2017

14 16

21

16

29

19 19 20

7

127

2

7 7

0

10

20

30

40

50

60


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Ticket price is reasonable

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.2 Statement: Comfortable seats in bus.

The above statement refers to the comfort level of the seats provided in the

buses. Seat comfort includes seat size, amount of padding and leg room. The

suvey results for this critical service attribute are shown in Table 4.14 and Figure

4.21. The levels of satisfaction for comfortable bus seats are very high for AC &

Volvo and Semi Deluxe at around 85%. This level should be maintained. The

overall result is also at 69% which needs some attention. Ordinary class scored

less than 69%.

Table 4.14 : Survey results for “Comfortable seats in bus”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.68

4

0.97


Neutral 106 15% 31%


Highly


Figure 4.21: Service wise results for “Comfortable seats in bus”

36

18

916

1316

48

59

67 69

51 53

9

18

5 6

1815

4 5

1610

1714

2 0 2 0 2 2

0

10

20

30

40

50

60

70

80


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Comfortable seats in the bus

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.3 Statement: Sufficient leg space.

Leg space in buses is an important factor for comfortable seating arrangement

and journey. The suvey results for this important service attribute are shown in

Table 4.15 and Figure 4.22. At 67%, two out of every three respondents were

satisfied with the leg space in buses. This attribute performs very well in all

categories except semi-deluxe and ordinary, which is quite normal.

Table 4.15: Survey results for “Sufficient leg space”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.64

4

0.95


Neutral 130 18% 33%


Highly


Figure 4.22: Service wise results for “Sufficient leg space”

32

9 710

1214

48

66

75

56

5053

13 14

7

28

20 18

4

119

6

1612

30 2 0

3 2

0

10

20

30

40

50

60

70

80


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Sufficient leg space

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.4 Statement: Spacious luggage racks.

Proper storage space for luggage helps passengers in a bus to travel

comfortably. The survey results are indicated in Table 4.16 and Figure 4.23. Only

14% customers were not satisfied according to the survey. This indicates

customers are generally satisfied with the luggage space.

Table 4.16: Survey results for “Spacious luggage racks”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.59

4

0.96


Neutral 166 23% 37%


Highly


Figure 4.23: Service wise results for “Spacious luggage racks”

28

1611 12 10 13

5448

69

49 47 50

9

25

9

33

2623

5 711

612 10

3 50 0

4 4

0

10

20

30

40

50

60

70

80


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Spacious luggage racks

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.5 Statement: Buses are neat and clean.

The cleanliness and neatness of buses has a direct and indirect impact on the

passengers’ perceptions of service quality and their overall sense of system

reliability. The survey results for this attribute of high significance are given in

Table 4.17 and Figure 4.24. Customer satisfaction for cleanliness of buses is very

low for ordinary category of buses. The overall satisfaction is also very less (45%)

indicating low cleanliness standards in buses are very less. Only AC & Volvo have

more than two thirds of the people within ‘satisfied and highly satisfied’

categories which is still not upto the mark considering the fact that it is a premium

service.

Table 4.17: Survey results for “Buses are neat and clean”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.14

4

1.09


Neutral 177 25% 56%


Highly


Figure 4.24: Service wise results for “Buses are neat and clean”

23

94

104

8

45

39

59

50

3137

16

27

17

26 27 25

9

1619

10

2923

7 9

2 48 7

0

10

20

30

40

50

60

70


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Buses are neat and clean

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.6 Statement: Bus stations/shelters are neat and clean.

The above statement refers to the cleanliness of bus stations and bus shelters.

Neatness of bus stations/ shelters is one of the first attributes a customer notices

and experiences. The survey results are indicated in Table 4.18 and Figure 4.25.

Only 39% of the total passengers are satisfied with the neatness and cleanliness

of bus stations/shelters.

Table 4.18: Survey results for “Bus stations/shelters are neat and clean”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.04

4

1.06


Neutral 194 27% 61%


Highly


Figure 4.25: Service wise results for “Bus stations/shelters are neat and clean”

169

4 2 35

3947

62

54

2634

19 21 17 15

3227

1421

1321

3126

11

2 48 8 8

010203040506070

AC & Volvo Sleeper Deluxe Semi

Deluxe

Ordinary Total% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Bus stations/shelters are neat and clean

Highly

Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.7 Statement: Toilets at bus station are neat and clean.

The above statement refers to the cleanliness of toilets at bus station. The survey

results are indicated in Table 4.19 and Figure 4.26. For all categories of

passengers, low satisfaction levels are seen in this parameter. Toilet cleanliness

was found to be unsatisfactory by 43% of the survey respondents. The cleanliness

of toilets should be maintained properly and needs immediate attention as this is

the lowest scoring attribute in the whole survey with a mean score of 2.8 which is

less than 3.0.

Table 4.19: Survey results for “Toilets at bus station are neat and clean”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


2.80

4

1.11


Neutral 189 26% 69%


Highly


Figure 4.26: Service wise results for “Toilets at bus station are neat and clean”

10

04 4 5 5

3437

39

44

20

2622

2017

24

2926

17

3230

24

3330

17

12 11

4

13 13

0

10

20

30

40

50


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Toilets at bus stations are neat and clean

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.8 Statement: Waiting halls/spaces are adequate.

This refers to the waiting halls/spaces at bus stations/stands and their adequacy.

The survey results are presented in Table 4.20 and Figure 4.27. A sqeezing rush at

the bus stand while waiting for buses is uncomfortable and only 50% of the

respondents feel the space is sufficient.

Table 4.20: Survey results for “Waiting halls/spaces are adequate”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.35

4

1.01


Neutral 209 29% 49%


Highly


Figure 4.27: Service wise results for “Waiting halls/spaces are adequate”

17

129

12

79

4542

4750

41 42

18

35

22

31 32 29

129

22

4

15 14

9

20

46 6

0

10

20

30

40

50

60

AC & Volvo Sleeper Deluxe Semi

Deluxe

Ordinary Total

% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Waiting halls/space are adequate

Highly

Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.9 Statement: Display signs at bus stands and route information on buses

are helpful.

Display signs indicate the bus timetable, route information and bus destination

etc. The survey results are given in Table 4.21 and Figure 4.28. 55% of the

respondents are satisfied with RSRTC on this attribute and 27% are neutral. This

shows that the present condition requires some attention. It may be noted that

the AC and volvo categories have higher satisfaction levels compared to rest .

Table 4.21: Survey results for “Display signs at bus stands and route information on

buses are helpful”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.42

4

1.08


Neutral 191 27% 45%


Highly


Figure 4.28: Service wise results for “Display signs at bus stands and route

information on buses are helpful”

19

12

6

29

1113

49

39

49

4340 42

14

34

2318

3027

11 12

19

2

12 117

2 48 8 7

0

10

20

30

40

50

60


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Display signs at bus stands and route information on buses are helpful

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.10 Statement: Announcements are audible.

The above statement refers to the capability of announcements being heard at

the bus stations/shelters. Announcements are not effective if their audibility is

limited. The survey results for this attribute are presented in Table 4.22 and Figure

4.29. The share of respondents satisfied with the audibility of announcements was

only 38% overall, but for ordinary category it was just 30%. The satisfaction levels

were more than 50% for all other categories.

Table 4.22: Survey results for “Announcements are audible”

Degree of


Percentage of

Frequency

Cumulative


Standard

Deviation

Highly


3.01

4

1.14


Neutral 192 27% 61%


Highly


Figure 4.29: Service wise results for “Announcements are audible”

17

7

0

8 6 7

34

47

53 52

24

31

23

16

2623

2927

15

2319

12

2723

117

26

13 11

0

10

20

30

40

50

60


% S

ha

re o

f P

ass

en

ge

rs

Type of Service

Announcements are audible

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly

Dissatisfied

Draft Final Report



4.3.3.11 Statement: Emergency services provided like medical support when

need arises.

This statement refers to the provision of medical emergency services if needed.

The survey results are indicated in Table 4.23 and Figure 4.30. Only 36% of the 179

customers who responded say that they are satisfied with the emergency

services provided, which indicates that the emergency medical support service

is not up to the mark. The percentage for semi-deluxe and AC & volvo are more

than 50% showing that the customers of these categories are m

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