•Deepak Pandey - 13•Sanketa Devlekar - 39•Chandrakant - 12

Prof. S. Repak

Research

Methodology

Group A4

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Table of Content

Research ObjectiveScope of StudyLiterature ReviewResearch MethodologyData analysis & interpretationResearch findingsLimitationsRecommendationsConclusionBibliography

3Research Objective

To understand the perception of commuters travelling in BEST Buses in Mumbai

To check the service quality & safety level

To analyze whether Mumbai BEST Buses are really an asset to the city or just an alternative?

4Scope of Study

To get good results a wide range of area was covered-

Powai Airoli Sakinaka Lower Parel

People were selected from all class and age groups commuting in Center, Outskirts, Suburbs and other locations.

5Literature Review

The transportation wing of Brihanmumbai Electric Supply and Transport Undertaking (BEST Undertaking) operates a large number of bus lines in the Mumbai metropolitan area.

The BEST operates inter-city services to three areas beyond the municipal limits of Mumbai city, i.e., into the limits of the bordering corporations of Navi Mumbai, Thane & Mira - Bhayander.

As of 2011, the BEST runs a total of 4,680 buses, ferrying 4.8 million passengers over 365 routes, and has a workforce strength of 38,000, which includes 22,000 bus drivers and conductors (this comes to an average of 11.2 employees per bus).

In August 2006, BEST introduced pay phone system and CCTVs on its buses. This was done in response to terror attacks on the city’s buses and trains.

The routes operated by the BEST can be broadly classified in the following categories. :- Feeder Routes, East-west connectors, Trunk routes and AS routes

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Research Methodology

Sampling technique was used and sampling units include all types of BEST Buses commuters.

Sample Size – The sample size of respondents is 150 people.

We have used primary and secondary data in our study

Primary Data to collect consumer’s response ( a questionnaire was prepared and circulated among random sample of people).

Secondary Data to study history & scope of Mumbai BEST Buses.

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Data Analysis & Interpretation

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Demographic Data

77%

23%MaleFemale

10%

64%

26%

Below 18 18-32 33-50

Gender

9Demographic Data

8%15%

57%

20%

QualificationSSC or below

HSC

Graduate

Post Graduate

Other

27%

50%

20%3%

Occupation

Student

Service

Business

Housewife

Other

Income Group

10

40%

12%16%

32%

Centre of the City

Outskirts of the city

Suburbs

Others

Where do you live?

11

10%

56%

22%

12%

Never/Rarely Daily

Weekly Monthly

How often do you travel by bus?

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Helpful Polite Resposible0%

20%

40%

60%

80%

100%

34% 28% 30%

35%

20%34%

23%

32%

23%

5%18% 10%

Good Okay Poor Very Poor No Comment

How do you rate our bus drivers in the following areas?

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Cleanliness Comfort Available seating0%

20%

40%

60%

80%

100%

33% 40%

20%

20%

27%

27%

23%

20%37%

17%13%

13%7% 3%

No Comments Very Poor Poor Okay Good

State your opinion about:

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How closely does the bus service run to schedule?

0%

20%

40%

60%

26%

8%

32% 34%

Column1

15

How convenient do you find bus route?

20%14%

50%

0% 0%

16%

Column1

16Do you feel, Buses are over crowded in peak hours of travel?

0%

20%

40%

60%

38% 38%

16% 8%

Column1

17

28%

32%

24%

16%

Very satisfied somewhat satisfied

somewhat dissatisfied Disatisfied

How satisfied are you with the city bus service cost?

18

46%54%

Yes No

Do you feel BEST Buses should provide drinking water facilities inside buses ?

19

34% 36%

12%

8%

10%

Column2

What you feel is the major problem bus transportation is facing today?

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Do you feel BEST should provide special bus services for women, students and senior citizen?

96%

4%

Yes No

21

22%

78%

Good Need Improvement

The Behavioral conduct of BEST drivers and conductors is?

22

78%

10%

12%

By BEST

By Railway

By Own Vehicle

How do you go to your office?

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Do the driver or conductors take care for the safety of commuters while getting in or out?

56%

44%

Column1

24

What kind of tickets you prefer for travelling in BEST?

Daily Ticket

Daily pass

Monthly Pass

Any other

0%

20%

40%

60%

12%22%

32% 34%

25Are you aware of BEST Emergency call centre numbers?

24%

76%

Column1

26

28%

6%66%

Yes No Can't say

BEST should provide digital display for next bus arrival timing at every bus stop?

27

6%

14%

12%

34%

34% Recreational

Shopping

Business

School/College

Other

What reason do you use the bus for?

28

90%

10%

Yes No

If metro comes, will you use bus services?

29Do you feel comfortable while travelling in BEST bus?

0%

20%

40%

60%

66%

34%

Column1

30

74%

26%

Yes No

Do you feel BEST Buses should provide Non-stop buses from one destination to other?

31Are your family members travelling by BEST Buses?

0%

20%

40%

60%

80%

100%

94%

6%

Column1

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Research Findings

There is a need for systematic improvements to make it an asset to the city.

Unavailability of an adequate number of seats for senior citizen and handicapped Person.

Lack of Security It is the most affordable mode of transport

for daily commuting with road network sufficiently well distributed.

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Limitations

The lack of time to carry out a survey.Limited areas covered for survey.Individual Survey could not provide strong

evidence of cause and effect.Intentional deception, poor memory, or

misunderstanding of the question can all contribute to inaccuracies in the data.

It is highly Objective in nature.High Chances of error.

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Recommendation

Security in Late night buses.More number of Seating facilities.Increase in bus frequency during peak hours.

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Bibliography

http://http://en.wikipedia.org/wiki/BEST_Bushttp://http://www.bestundertaking.com/http://http://www.m4mum.com/

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