“A STUDY ON PASSENGERS PERCEPTION

TOWARDS KSRTC WITH SPECIAL REFERENCE TO

IRINJALAKUDA MUNICIPALITY”

Project report submitted to

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

In partial fulfillment of the requirements for the award of the degree of

Master of Commerce

Submitted by

RENJITHA U. R.

(Reg. No: CCATMCM017)

Under the guidance of

Prof. RENSON JOHN

POST GRADUATE DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

UNIVERSITY OF CALICUT

MARCH 2021
 CERTIFICATE

This is to certify that the project entitled “A STUDY ON PASSENGERS

PERCEPTION TOWARDS KSRTC WITH SPECIAL REFERENCE
TO IRINJALAKUDA MUNICIPALITY” by RENJITHA U. R. is a bona-
fide record of work done under my guidance and supervision in partial
fulfillment of the requirement for the award of the degree of Master of
Commerce.

Dr. JOSHEENA JOSE Prof. RENSON JOHN

(Head of the department) (Project Guide)
 DECLARATION

I RENJITHA U. R, hereby declare that the bona-fide record of “A

STUDY ON PASSENGERS PERCEPTION TOWARDS KSRTC WITH
SPECIAL REFERENCE TO IRINJALAKUDA MUNICIPALITY” done
in partial fulfillment of the M.Com degree program of Calicut University
under the guidance of Prof. RENSON JOHN, Post Graduate Department of
Commerce, Christ College (Autonomous), Irinjalakuda I also declare that the
project has not formed the basis of reward of any degree or any other similar
title to any other University.

Place: Irinjalakuda RENJITHA U. R

Date: 30-03-2021
 ACKNOWLEDGEMENT
First, I praise and thank God Almighty who showers his plentiful
blessings upon me, who guide, shield and strengthen me all the time.
I wish to express my profound gratitude and heart-felt thanks to our
Principal Fr. Dr. Jolly Andrews CMI for his encouragement and for giving me
permission for the study.
I am thankful to Dr. Josheena Jose, our HOD and I am thankful to
Prof. Renson John my Project Guide without whose guidance and
encouragement, I could not have completed my Project work. In spite of her
busy schedule, she spared some of her precious time to me for this work. Her
moral support besides the scholarly guidance in research is the foundation of
this Project. Thank you, for all the help and guidance. I’m also thankful to the
other faculties of the department for their valuable advices and co-operation,
rendered for the successful completion of my project.
I am sincerely thankful to the teachers in various schools and colleges
in the Irinjalakuda locality who helped me in getting data for analysis.
Without their help it will be more difficult for me to get my questionnaire
filled.
I put forward my thankfulness to the Librarian and Non-Teaching
Staffs of Christ College Irinjalakuda (Autonomous) for their co-operation. I
also take this opportunity to thank my parents, friends and classmates who
have been a source of inspiration. Without their encouragement, it would not
have been possible for me to complete my project successfully.

Place: Irinjalakuda

Date: 30-03-2021 RENJITHA U. R

 TABLE OF CONTENTS

PAGE
Sl No. TITLE No.

1 LIST OF TABLES

2 LIST OF FIGURES

3 CHAPTER 1 - INTRODUCTION 1-6

4 CHAPTER 2 - REVIEW OF LITERATURE 7 - 10

5 CHAPTER 3 - THEORETICAL FRAME WORK 11 - 17

CHAPTER 4 - DATA ANALYSIS AND

6 18 - 43
INTERPRETATION
CHAPTER 5 - FINDINGS, SUGGESTIONS
7 44 - 47
AND CONCLUSION

8 BIBLIOGRAPHY 48

9 APPENDIX 49 - 51
 LIST OF TABLE

Table Title Page No.

No.
1 Demographic profile 18
2 Use of KSRTC services 19
3 Services in remote area 20
4 Availability of bus at scheduled time 21
5 Giving stop at specified stop 22
6 Behavior conduct of KSRTC Conductors 23
7 Providing proper changes of money 25
8 Feel secured in travel 27
9 Overload of passengers 28
10 Reservation seats for women 30
11 Availability of allotted seats 31
12 Passengers traveling without bus pass or ticket 33
13 Satisfaction level of passengers 35
14 Aware of First aid box facility 37
15 First aid box serves the purpose 38
16 Aware of call center services 39
17 Interaction with call centers 40
18 Aware about KSRTC facilities 41
19 Problem in KSRTC 42

.
 LIST OF FIGURES

Table Title Page No.

No.
1 Use of KSRTC services 19
2 Services in remote area 20
3 Availability of bus at scheduled time 21
4 Giving stop at specified stop 22
5 Behavior conduct of KSRTC Conductors 24
6 Providing proper changes of money 26
7 Feel secured in travel 27
8 Overload of passengers 29
9 Reservation seats for women 30
10 Availability of allotted seats 32
11 Passengers traveling without bus pass or ticket 34
12 Satisfaction level of passengers 36
13 Aware of First aid box facility 37
14 First aid box serves the purpose 38
15 Aware of call center services 39
16 Interaction with call centers 40
17 Aware about KSRTC facilities 41
18 Problem in KSRTC 43
 Chapter 1
Introduction
1.1. INTRODUCTION

India's passenger transport for the short and medium Distances essentially
bus oriented. Bus enjoy a distinct edge over the modes of transport because of
their flexibility and accessibility to large number of village and towns out of
total passenger movement of the 90% is met by road transport especially
buses. In the state of Kerala road transport service are provided by both public
sector (operating through Kerala State Road Transport KSRTC) and private
sector the KSRTC holds dominants over the local public transportation
service.

Kerala State Road Transport Corporation founded March 1965. with an

aim to improve the efficiency and to recognize the Travancore State Transport
Department and to fulfill the social obligation by imparting better passenger
mobility and to extend service to uneconomic Before converting in to an
autonomous corporation several acts were framed to increase the transparency
of operation. Road Transport Corporation Act (1950)passed. The Motor
Vehicle Act n1956, to incorporate provision regarding nationalization of
passenger service amended in 1988 to include licenses and permits,
Registration of vehicles, Enforcement of Motor Vehicle Act and Rule,
ensuring road safety issuing license to drivers land KSRTC formed
supplementary institutions such as Motor Accident Claim Tribunal to provide
insurance protection for passengers for accident damage and Consumer
Dispute redressal Forum to deal with the grievance of passengers (CDRF) this
form the legal setup of KSRTC

At present KSRTC is facing utmost struggle mainly due to corporation

callous attitude and negligence from part of the and changing political
scenario compliment the situation. Now KSRTC past glory should remain in
golden scripts in the books of history

1
1.2 STATEMENT OF THE PROBLEM

The purpose of this paper is to obtain a better understanding of the

extent to which service quality is delivered by KSRTC to its passengers. In
this context the present paper attempt to give an over view of the perception
of the passengers regarding service quality and facility provided under
KSRTC and it highlights the general expectations of the passengers and
discuss various issues and challenges relating to it. Moreover, it also provides
suggestions for proper handling of those issues and challenges in KSRTC
public transportation service.

1.3. SIGNIFICANCE OF THE STUDY

Transport sector is undergoing a vast change; new technological modes

of services are added where old ones are cremated KSRTC is the best
transportation service of passengers to travel short and medium distance. The
KSRTC holds dominants over the local public transportation service. In the
State of Kerala bus transportation services are provided by both public and
private sector. Public sector transport services are provided by Kerala State
Road Transport Corporation. KSRTC. At present KSRTC facing utmost
struggle. In this situation the need or significant of this research is to know
issues, or problems facing by the transportation community. The core
importance of this study is to provide base for understanding the problems in
transportation system. As usual passengers of KSRTC it is common for us
facing problems while traveling in bus. The passengers are not satisfied with
the service provided by KSRTC they started to raise voice against the
department. We have seen many incidents regarding conductor behavior
problems, and this all incidents motivated do this research

2
1.4 SCOPE OF THE STUDY

The scope of the study is extended only in the passengers of KSRTC in

Irinjalakuda Municipality. It does not cover all the passengers of KSRTC.

1.5 OBJECTIVES OF THE STUDY

 To know the perception of passengers regarding the service quality of
KSRTC local buses.

 To know the awareness level of passengers regarding the facilities

provided by KSRTC

 To understand the problems in KSRTC transportation system

1.6. RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research
problem. The science of method is termed as research methodology. It is all
techniques that have used for conducting the research.

1.6.1. SOURCES OF DATA

Primary data
Primary data are those which are collected by the investigator himself
for the first time and they are original la character. In this primary data which
is collected by questionnaire help me for my study

Secondary data
Secondary data are those which have been collected by some person
for this purpose and published. These secondary data are collected from
newspapers, journals and various web sites

3
1.6.2. TYPES OF RESEARCH METHOD
Descriptive research is wed to describe characteristics of a population
or phenomenon being studied. It does not answer the questions about how or
when or why the characteristics occurred in a situation. This research cannot
be used to as the basis of a causal relationship where one variable affect
another

1.6.3. SAMPLING
Sample is a representative part of a population which is used for the
study to drive inference about the population. The process of selecting sample
from the population is called sampling

Population
The group of individuals under study is known as the population or
universe there for universe is aggregate of entire unit to be studied in any field
of enquiry. Here the population or universe is passengers of KSRTC in
Irinjalakuda municipality.

Sampling technique
Purposive Sampling Convenient sampling method is used for the
study. It is a Non-probability sampling method. In this each land every Unit
of the population does not get equal chance to include in the sampling.
Sample unit is selected according to his Convenience

Sample size
The sample size so arrived at 50 respondents forming part of customer
of KSRTC local bus services in Irinjalakuda municipality, due to the large
size of population researcher often cannot test every individual in the
population because it is expense and time consuming

4
Sample unit
Individuals who are to be contracted are the sampling unit in our study.
A single section selected to research and gather statistics of the whole
sampling unit chosen from the passengers of KSRTC in Irinjalakuda.

1.7. TOOLS FOR DATA COLLECTION

Structured questionnaire is the device used in this study to collect
information from the respondents.

1.8. TOOLS FOR DATA ANALYSIS

Percentage method is used in this study to interpret the information's
collected through structured questionnaire.

1.9. PERIOD OF THE STUDY

The time allotted to conduct the research study is 3 weeks.

5
1.10 LIMITATION OF THE STUDY

 The most important limitation is that period is very limited.

 Some of the passengers were not ready to co-operate with questions.
 The study is based on the information provided by passenger, it may be
biased.
 The sample may be generalized as representative of entire population.

6
 Chapter 2
Review of Literature
2. EMPIRICAL REVIEW OF LITERATURE

Dr. Indu Vijayan (2018) conducted research regarding "Pricing policy of

KSRTC- A Comparative Study with Karnataka State Roud Transport
Corporation". Here the researcher found out two types of fares operating in
KSRTC, basic fire and minimum fare, In Kerala the fare revision is done by a
research agency named PISCO. In Kerala, along with PISCO, State
government's approval is needed for the fare fixation Researcher found out
that among the 55-road transport Corporation, only Karnataka, Bangalore and
Maharashtra are making profit. other's case was very pathetic Researcher also
found out that in Kerala, bus fare is increasing irregularly this should compel
the short distance passengers to personal mode of transport and long-distance
passengers to train services, thus weakening the market share of the
Corporation

Lakshmi S. N (2017) carried out a research on the topic "Propensity to

Turnover among Female Employees-A Study on Kerala State Road Transport
Corporation here the researcher point out that, as a provision to provide for
women empowerment and gender equality. The result revealed that age,
employee's education Job satisfaction, continuance commitment land length
of service had a crucial effect on their turnover intentions. In order to increase
satisfaction and commitment the corporation should focus on rationality of
disciplinary action effectiveness of the communication system, salary &
allowances, job promotion technologies adopted by the organization, welfare
facilities, grievance redressed procedures condition of buses and industrial
relations

Vini M.S. Sreekrishnan.P (2017) conducted a study in "An Evaluation of the

Performance of Kerala State Road Transport Corporation - A Case Study here
the researcher chocked out financial report of the corporation from the year
2012-2016 to analyses the performance. Variables for evaluating the

7
performance are schedules operated number of buses, average daily
collection, average earnings per kilometer and average earnings per bus. The
performance of the KSRTC shows a declining trend due to its increasing
operational cost.

Centre for Public Policy Research (2016) conducted a research on to the

subject of "Challenges to the role of Private participation in Public
Transportation: A case of Kerala" Here the author evaluates. how this issue
makes an impact to the public Transport System of the country. Government
undertook this measure to curb the monopoly of private buses. This study also
discusses the increased role of private buses in the public.

Dr. K. Saravana (2016) explored the topic "They play an incredible role in
improving the public transport system of Kerala: A study based on the
satisfaction level of KSRTC passengers", in this study researcher ſound out
several variables that adversely affecting the of satisfaction of passengers are
bus fare, timeliness, service outside Kerala, travel comfort, concessional rates,
employee behavior towards passengers, additional bus services during festival
seasons and other facilities and services Researcher found out that rural
services and outside Kerala services should need improvement and employee
behavior towards passengers Was favorable. He provided innovative solution
to increase the satisfaction level of customers such as Wi-Fi, spot the bus,
online reservation and provide good bus maintenance services,

Sanesh C (2015) in his Journal of Human Resource Issues in Kerala State

Road Transport Corporation studied Human Resource Policies of KSRTC and
various HR issues pertaining to the corporation. He found out some major
issues affecting the corporation are inter-union rivalry, lack of
professionalism, under qualified personnel's, absence of scientific training and
poor administrative experience are some of these

8
Nisamudheen T (2014) explored the subject of "Recruitment, Selection,
Training land Development Practices in KSRTC", here the main objective of
the study is to assess the perceptions of employees with regard to the
recruitment, selection. training and development programmer undertaken by
KSRTC Survey result found out that promotion policy of the KSRTC should
be improved land the Performance Appraisal system operating in KSRTC was
outdated Author says Lack of commitment and indifference on the part of
workers and management constitute the crisis of the corporation.

Dr. Harendra Mohan Singh (2014) in his journal Revenue from Road
Transport India", author had analyzed the revenues that pooled up from
transport sector revenues that collected from state transporting system and its
contribution to the economy and different types of tax structure operating in
states. For achieving this he had formulated supplementary objectives such as
() study the revenue generation of state and centers from road transport
sectors, (ii) examined the structure of road Taxation in India, (ii) studies the
percentage Share of road transport GDP in total GDP.

Eboli and Mazulla (2007) investigated service quality attributes important

for customer satisfaction. Respondent were asked to rate the importance and
satisfaction with 16 service quality attributes (availability, route characteristic,
frequency, reliability, bus stop furniture, bus overcrowding, cleanliness, cost,
information,promotion, safety on board, personal security, personnel,
complains, environmental protection and bus stop maintenance). The result
shows that the variable important for global customer satisfaction is service
planning which is reflected in reliability, frequency, information, promotion,
personnel and complaint.

9
Adris A Putra(2004) defined in his paper a set of qualitative factors that
affect the performance of a public transport system and also how the factors
are selected and what is the passenger over view about these factors.

10
 Chapter 3
Theoretical framework
3. THEORETICAL FRAME WORK

PERCEPTION

Perception is an intellectual process of transforming sensory stimuli to

meaningful information. It is the process of interpreting something that we see
or hear in our mind and use it later to judge and give a verdict on a situation,
person, group etc. It can be divided into six types.
Of sound - The ability to receive sound by identifying vibrations.
Of speech - The competence of interpreting and understanding the sounds of
language heard

Touch - Identifying objects through patterns of its surface touching it. Taste -
The ability to receive flavor of substances by tasting it through sensory organs
known as taste buds.

Other senses - They approve perception through body, like balance,

acceleration. pain, time, sensation felt in throut land lungs etc.

Of the social world- It permits people to understand other individuals and

groups of their social world.

Perceptual process

Perceptual processes are the different stages of perception we go through. The

different stages are
A. Receiving
B. Selecting
C. Organizing
D. Interpreting

11
Receiving
Receiving is the first and most important stage in the process of
perception. It is the initial stage in which a person collects all information and
receives the information through the sense organs.

Selecting
Selecting is the second stage in the process. Here a person doesn't
receive the data randomly but selectively. A person selects some information
out of all in accordance with his interest or needs. The selection of data is
dominated by various external and internal factors.

External factors - the factors that influence the perception of an individual

externally are intensity, size, contrast, movement, repetition, familiarity, and
novelty.

Internal factors the factors that influence the perception of an individual

internally are psychological requirements, learning. background, experience,
self-acceptance, and interest

Organizing
Keeping things in order or say in a synchronized way is organizing. In
order to make sense of the data received, it is important to organize them

Interpreting
Finally, we have the process of interpreting which means forming an
idea about a particular object depending upon the need or interest.
Interpretation means that the information we have sensed and organized is
finally given a meaning by turning it into something that can be categorized.
It includes stereo typing. Halo effect etc.

12
Passengers Attitudes and Behavior
The bus passengers being the consumers of public transport services
have certain needs, wants and desires like the buyers of other products or
services and these influences apparently come into play when they consider
selecting a particular transport service for their travel and when they think of
making a trip by a bus. Understanding the passengers' needs, wants and
desires and offering bus-service to satisfy these is the starting point for
marketing of transport services for any bus service-operator or service
provider. Thus. to keep the customers satisfied with respect to the services
offered, it is essential that the service providers/operators have a deeper
knowledge of the behavior of the consumers of the service. The attitude of the
passengers towards a certain bus service and their attitude towards each of the
component of the service produce an overall attitude. The relationship of the
overall attitude to the subsequent buying action has been proposed by Palda
K.S. (1966) after testing the hierarchy of effects' model. Howard & Sheth
(1969) had proposed a basic buyer-behavior model which was subsequently
tested empirically by Farley & King (1970 Nov. Journal of Marketing
research

Theories of perception
There are two types of theories to perception, there is the self-
perception theory. Land the cognitive dissonance theory. There are many
theories about different subjects in perception. There are also disorders that
relate to perception even though you may think perception is just a person's
view point.
First, the self-perception theory, inspired by P.F.Skinner's analyses is
when individuals come to know or better understand their own attitudes,
emotions, land other personal states mostly by concluding them from
observing their own behavior and/or the situations in which this behavior
occurs.

13
 The cognitive dissonance theory is a person having two thoughts that
contendict cach other. For example, a person that thinks eating sugar is bad
for you, but then continues to cat sugar because they believe that by not
casting sugat, it wouldn't change anything, so nothing will change the current
health the individual is in. These thoughts are contradicting, almost
hypocritical.
Perception is often influenced or even biased by our expectations,
experiences, moods, and sometimes cultural norms. This is where the mind
comes in, not just the brain. We are even able to fool ourselves due to our
expectations. Our eyes play a role in perceiving information to our brain, but
really, our mind has the most power. Our perceptual set is the psychological
factors that determine how we perceive the environment

14
ACHIEVEMENT OF KSRTC
 Two new operating centers of KSRTC has started at Anayata and
Nedumangad
 From Private operators KSRTC has taken over 204 super class services
 615 numbers of news buses were launched, replacing old ones.
 State Transport Undertakings of Andhra Pradesh. Telangana, Goa and
Pondicherry had signed agreements with KSRTC for interstate service
operations
 A team of newly recruited 12,113 employees were given training at
Stall Training Centre of KSRTC, includes newly recruited drivers
conductors and other staffs.
 New Scania A/C multi axle buses were purchased by KSRTC for
interstate service operations.
 Bus Terminals cum shopping complexes were constructed at different
bus stations
 Kerala Urban Road Transport Corporation has rolled out 65 numbers
of A/C low floor buses and 1743 Non-A/C low Floor Buses
 In Thiruvananthapuram and Kottayam Depot GPS systems were
installed in 474 Super Class buses
 Launched new Silver Line Jet buses for long distance services with
pushback seut land Wi-Fi connectivity

15
CAUSES OF KSRTC FINANCIAL CRISIS
 Under qualified Top Management: KSRTC Corporation is managed
by a team of under qualified personnel. This adversely affecting the
general administration of the corporation and its revival measure

 Mid-tier Employees lacks administrative Experience: As far as

KSRTC is concerned, their depots are considered a strategic Business
units and it was managed by a team who lacks prior administrative
experience also result in failure. District Transport officers vacancy
should be filled by personnel's those who are promoted from ticket
inspectors post

 Lack of Professionalism in the Organization: KSRTC is a public

Sector undertaking with employee turnover of about 35002 people and
operating 5552 schedules and giving pension to 38000 retired people,
till, the corporation did not have appointed chartered accountants and
financial expert for auditing purposes

 Operating in Routes: Buses which are conducting service in

uneconomic areas and other hilly regions mainly due fulfill the
obligation of the government and the corporation does have any right
to fix the schedules

 Hike in Fuel Price: Now fuel price fixation is under the hands of oil
aggravating the crisis of the corporation. And government charging
excise duty on fuel usage.

 Huge Fund is deviated for Infrastructural Development:

channelized for constructing luxurious shopping complexes in bus

16
 stations Authorities are expecting huge by giving the complex for but
that is a futile attempt from the part of the corporation

 Purchase of Spare parts: Huge amount of money should be stealing

by the authorities, at the time of purchasing new buses and spare parts
in the form of The purchased spare parts do not meet any quality
standards and dumped at the corporation's Changing Policies of
Different Ruling Government: Changing Government policies had a
terrible impact on the corporation

 No Budgetary Allocation for KSRTC, till 30/01/2018: Every year

should allocate 30 crore amounts to the pension fund of the retired
employees Private or parallel Service: KSRTC failed to control Private
services

 Internal politics between KSRTC and KTDFC: KTDFC is created

to provide financial assistance to the But high loan interest rates,
adversely affected KSRTC

17
 Chapter 4
Data analysis and Interpretation
 TABLE No. 4.1
Table non Demographic

DEMOGRAPHIC PROFILE OF THE RESPONDENT

Category Particulars Frequency Percentage

Male 35 70

Female 15 30

Total 50 100

Under 20 10 20

21-40 10 20

41-60 25 50

Above 60 5 10

Total 50 100

Employer 5 10

Employee 15 30

Student 7 14

Self employed 15 30

Professional 7 14

Other 5 10

Total 50 100

Source - primary data

INTERPRETATION
The table I shows the demographic profile we can make the following
analysis

18
 Table 4.2
TABLE SHOWING FREQUENCY OF KSRTC SERVICES

RESPONSE FREQUENCY PERCENTAGE

Daily 25 50
Weekly 15 30
Occasionally 10 20
Total 50 100
Source - primary data

Figure.4.1
FIGURE SHOWING USE OF KSRTC SERVICES

60

50

40

30
Percentage

20

10

0
Daily Weekly Occasionally

INTERPRETATION
The table 4.2 and figure 4.1 shows that 50% of respondents use KSRTC
services as daily basis and 30% use it weekly and 20% of respondents use it
occasionally.

19
 Table 4.3
TABLE SHOWING SERVICES IN REMOTE AREA

RESPONSE FREQUENCY PERCENTAGE

Yes 15 30
No 35 70
Total 50 100
Source - primary data

Figure.4.2

FIGURE SHOWING SERVICES IN REMOTE AREA

30

70

INTERPRETATION

The Table 4.3 and figure 4.2 shows that 70% of respondents respondent that
the KSRTC is not providing their best services in remote areas, and 30%
responded that their service in remote areas are sufficient,

20
 Table 4.4
TABLE SHOWING AVAILABILITY OF BUSES AT SCHEDULED
TIME

RESPONSE FREQUENCY PERCENTAGE

Yes 15 30
No 35 70
Total 50 100
Source - primary data

Figure 4.3
FIGURE SHOWING AVAILABILITY OF BUSES AT SCHEDULED
TIME

70

30 70

INTERPRETATION
The Table 4.4 and chart 4.3 shows that 70 of respondents responded that
buses are not available at scheduled time. It is mainly because lack of
willpower awards maintenance of punctuality. Only 30% of respondents are
replied that buses are available at scheduled time. Lot of thing is there to do
when it comes to the matter of available buses at scheduled time

21
 Table 4.5
TABLE SHOWING GIVING STOP AT SPECIFIED STOP

RESPONSE FREQUENCY PERCENTAGE

Yes 15 20
Some buses only 25 50
No 15 30
Total 50 100
Source - primary data

Figure 4.4
TABLE SHOWING GIVING STOP AT SPECIFIED STOP

50
50

40

30 30
20
20

10

0
Yes
Some buses only
No

INTERPRETATION
The Table 4.5 and figure 4.4 shows that 50% of respondents responded that
only some buses are giving stop at specified stops. It is a kind of breach of
tradition as there is a rule regarding to local buses must give stop at each bus
stand based up on the condition. 30% of people replied that the KSRTC driver
didn't stop the at specified stops

22
 Table 4.6

TABLE SHOWING BEHAVIOUR CONDUCT OF KSRTC

CONDUCTOR

RESPONSE FREQUENCY PERCENTAGE

Sometimes good 15 30

Sometimes bad 25 50

Every time bad 10 20

Total 50 100

Source -primary data

23
 Figure 4.5

FIGURE SHOWING BEHAVIOUR CONDUCTOR OF KSRTC

CONDUCTOR

50
50

40
30
30

20 20

10

Sometimes good
Sometimes bad
Every time bad

INTERPRETATION
The table 4.6 and figure 4.5 shows that 50% of people do feel that behavior of
conductor is sometimes bad: it is mainly because things will not be same
every day as a conductor. People will have different issues at the time of their
journey in bus. Moreover only 30% people responded that conductor's attitude
will be good sometime. But 20% of people feel that attitude of conductor is
negative every time as they will be encountering him bus.

24
 Table 4.7

TABLE SHOWING PROVIDING PROPER CHANGES OF MONEY

RESPONSE FREQUENCY PERCENTAGE

Yes always 29 58

Yes sometime 15 30

No 6 12

Total 50 100

Source - primary data

25
 Figure 4.6

FIGURE SHOWING PROVIDING PROPER CHANGES OF MONEY

58
60

50

40
30
30

20

10 12

Yes always
Yes sometime
No

INTERPRETATION
The table 4.7 and figure 4.6 shows that 58%of people agreed that conductors
are all ways providing proper changes of money while taking bus tickets but
30% of people are disagree with this point they responded as they responded
as sometimes they suffered loss due to not getting money. Only 12%
responded they not get any changes while taking tickets in KSRTC bus.

26
 Table 4.8
TABLE SHOWING FEEL SECURITY LEVEL IN TRAVEL

RESPONSE FREQUENCY PERCENTAGE

Yes 10 20
No 40 80
Total 50 100
Source -primary data

Figure 4.7
FIGURE SHOWING FEEL SECURITY LEVEL IN TRAVEL

80
80
70
60
50
40
30 20
20
10
0

Yes always
No

INTERPRETATION
From the above data, 20% of respondents feel they are self-secure while
traveling in KSRTC But remaining 80% of respondents feel they are insecure
it may because of basic safety facilities and negligence of traffic rules land
regulation by drivers.

27
 Table 4.9
TABLE SHOWING OVER LOAD OF PASSENGERS

RESPONSE FREQUENCY PERCENTAGE

Always 3 6

Sometimes 17 34

No 35 70

Total 50 100

Source - primary data

28
 Figure.4.8
FIGURE SHOWING OVER LOAD OF PASSENGERS

70 70

60
50
40 34
30
20
6
10
0
always
sometime
No

INTERPRETATION
The table 4.9 and figure 4.8 shows that only 6% of respondents responded
that the KSRTC buses are usually carry the passengers more than its seating
capacity and 34% of respondents responded that sometimes there is an over
load of passengers, it may be the peak hours like school time, office time or
college time. It happens because of the bus crews are penalized or warned by
traffic inspectors in case of lower revenue realization. This motivates them to
make over load of passengers. The 70% of respondents replied that there is no
overload of passengers

29
 Table 4.10
TABLE SHOWING RESERVATION SEATS FOR WOMEN

RESPONSE FREQUENCY PERCENTAGE

Yes 28 56
No 22 44
Total 50 100
Source – Primary data

Figure 4.9
FIGURE SHOWING RESERVATION SEATS FOR WOMEN

60 56

50
44

40

30

20

10

0
Yes No

INTERPRETATION

The table 4.10 and figure 4.9 show that 44% of respondents responded that
the seat reservation for women is not enough compared to the population of
women passengers. But 56% of respondents agreed that as it's enough

30
 Table 4.11
TABLE SHOWING AVAILABILITY OF ALLOTED SEATS

RESPONSE FREQUENCY PERCENTAGE

Always 15 30

Sometimes 15 30

No 20 40

Total 50 100
Source – Primary data

31
 Figure 4.10
FIGURE SHOWING AVAILABILITY OF ALLOTED SEATS

45
40
40

35
30 30
30

25

20

15

10

0
Always Sometimes No

INTERPRETATION
The Table 4.11 and figure 4.10 shows 40% respondents respond that
the passengers are misuses the reservation seat which belong to different
categories if people like handicap, women and old age people etc.. The
passenger not leave their seat when its real beneficiary comes. It shows that
now a day the man has loosing ethics. Only 30% of people replied as there is
no misuse of reservation seats.

32
 Table 4.12
TABLE SHOWING PASSENGERS TRAVELING WITH OUT BUSS
PASS OR TICKET

RESPONSE FREQUENCY PERCENTAGE

Yes 39 78

No 11 22

Total 50 100

Source- primary data

33
 Figure 4.11
FIGURE SHOWING PASSENGERS TRAVELING WITH OUT BUSS
PASS OR TICKET

90
78
80

70

60

50

40

30
22
20

10

0
Yes No

INTERPRETATION
The study revealed that 78% of people responded that there are instances
where passengers traveling in buses without having any bus pass or ticket. It
is a kind of breach of legal compliance by passengers as well as conductor. It
has become normal tendency of passengers traveling in buses without taking
bus tickets. It is kind of corruption and heavy burden on profitability KSRTC
Department

34
 Table 4.13
TABLE SHOWING SATISFACTION LEVEL PASSENGERS

RESPONSE FREQUENCY PERCENTAGE

Highly satisfied 15 30

Satisfied 25 50

Dissatisfied 10 20

Total 50 100

Source – primary data

35
 Figure 4.12
FIGURE SHOWING SATISFACTION LEVEL PASSENGERS

60
50
50

40
30
30
20
20

10

0
Highly satisfied Satisfied Dissatisfied

INTERPRETATION

The table 4.12 and figure 4.12 shows the satisfaction level of passengers
regarding traveling with KSRTC bus. The core objective of KSRTC
providing effective, safe, environmental land commuter friendly solution
traveling public who use KSRTC buses but as per above data only 30% of
respondents highly satisfied with service provided by KSRTC. The 50%
Respondents are just satisfied and remaining 20% of respondents are
dissatisfied with its services. It shows that the KSRTC was not maintaining
any standard with providing services local buses.

36
 Table 4.14
TABLE SHOWING AWARE OF FIRST AID BOX FACILITY

RESPONSE FREQUENCY PERCENTAGE

Yes 20 40
No 30 60
Total 50 100
Source - primary data

Figure 4.13
FIGURE SHOWING AWARE OF FIRST AID BOX FACILITY

No
60

Yes 40

0
10
20
30
40
50
60

INTERPRETATION
The table 4.14 and figure 4.13 shows that 40% of people responded that they
are aware about the first aid box facility in KSRTC buses but still 60% of
respondents are not aware regarding this facility, it is because of in many
buses this facility not adopted properly.

37
 Table 4.15
TABLE SHOWING FIRST AID BOX SERVE THE PURPOSE

RESPONSE FREQUENCY PERCENTAGE

Yes 20 40
No 30 60
Total 50 100
Source - primary data

Figure 4.14
FIGURE SHOWING FIRST AID BOX SERVE THE PURPOSE

40

60

INTERPRETATION
The Table 4.15 and figure 4.14 shows that the respondents who have
awareness regarding first aid box facility out of them 40% of respondents
responded as it serve kits purpose and the remaining 60% of respondents
responded it is not useful. In most of the buses the first aid box is not adopted
in proper manner. It shows the negligence of duties and responsibility of
depot officers.

38
 Table 4.16
TABLE SHOWING AWARE OF CALL CENTER SERVICES

RESPONSE FREQUENCY PERCENTAGE

Yes 20 40
No 30 60
Total 50 100
Source-primary data

Figure 4.15
FIGURE SHOWING AWARE OF CALL CENTER SERVICES

40

60

INTERPRETATION

The table 4.16 figure 4.15 shows that only 40% of respondents are aware
about the call center services provided by KSRTC. 60% of not aware about
the service.

39
 Table 4.17
TABLE SHOWING INTERACTION WITH CALL CENTRE

RESPONSE FREQUENCY PERCENTAGE

For enquiry 15 30
For suggestions 10 20
For complaint 25 50
Total 50 100
Source - primary data

Figure 4.16
FIGURE SHOWING INTERACTION WITH CALL CENTRE

50 50
45
40
35 30
30
25 20
20
15
10
5
0
For enquiry
For suggestions
For complaint

INTERPRETATION
The table 4.17 and figure 4.16 shows that form the 50 respondents who
are aware about the call center services 50% are interacted to file complaints,
20% are interacted for proving suggestions and 30% are interacted for
enquiry.

40
 Table 4.18
TABLE SHOWING OVERALL AWARE ABOUT KSRTC
FACILITIES
RESPONSE FREQUENCY PERCENTAGE
Yes 14 28
No 36 72
Total 50 100
Source - primary data
Table 4.17
FIGURE SHOWING OVERALL AWARE ABOUT KSRTC
FACILITIES

72

28 72

INTERPRETATION
The table 4.18 and figure 4.17 highlights that 72% of respondents are unaware
about different kinds of facility provided by KSRTC such as seniority pass,
handicap pass and students pass etc. but still 28% of respondents who are
traveling with KSRTC bus are unaware about facilities of KSRTC

41
 TABLE 4.19
TABLE SHOWING PROBLEMS IN KSRTC

RESPONSE FREQUENCY PERCENTAGE

Service Charge 5 10

Improper servicing timing 10 20

Bad Service 5 10

Poor Condition of buses 7 14

Lack of safety 8 16

All of the above 15 30

Total 50 100

Source - primary data

42
 TABLE 4.18
TABLE SHOWING PROBLEMS IN KSRTC

All of the above 30

Lack of safety 16

Poor Condition of buses 14

Bad Service 10

Improper servicing timing 20

Service Charge 10

0 5 10 15 20 25 30 35

INTERPRETATION
The table 4.19 and figure 4.18 shows that one of the main problems of
KSRTC is the improper timing of buses the second thing they says regarding
the lack of safety of buses. The majority of 30% responded that they suffer
with all of the above problems

43
 Chapter 5
Findings, Suggestions and Conclusion
5.1 FINDINGS
 50% of respondents responded that they use KSRTC service in daily
basis. 30% use it weekly and the remaining 20% use it occasionally
 70% of respondents think that KSRTC is not providing their best
services in remote area
 The study reveals that 70% of respondents replied that the KSRTC
buses are not available at scheduled time land 50% people respondent
as it is rare that buses are giving stop at each bus stand of respondents
feel that the behavior of conductor is sometimes bad stand
 50% of respondents feel that the behavior of conductor is sometimes
bad and 10% of people are highly satisfied with the service provided
by the conductor and 20% of people are highly dissatisfied with
service
 58% of people agreed that conductors are always providing proper
changes of money while taking tickets but 30% of people disagree with
this point.
 80% of respondents feel they are insecure while traveling in KSRTC
buses and the remaining 20 feel they are self-secured.
 It is found that 34% of people replied that the buses sometimes carry
passengers more than its seating capacity
 44% of respondents responded that the reservation for women is not
enough. But 56% of respondents are agreed that it is enough
 It is found that 40 respondent are not getting their allotted seats
 78% of people respondent that they don't think there are passengers
traveling in buses without having any bus pass or ticket
 The study reveals that 50% of respondents are satisfied while traveling
in KSRTC
 It finds that 40% of people are about the first aid box facility. But will
60% of people are not aware regarding this facility. From the
respondents who are aware about the first aid box facility, 60% of
people feel that it does not service its purpose.

44
 40% respondents about the call center respondents about the call center
interacted 20% proving other interacted enquiry
 40% of respondents are aware about the call center services in KSRTC
and still 60% of peoples are not aware about this service. From the
40% of respondents who have knowledge about the call center services
50% of peoples are interacted for filing complaints, 20% of peoples are
interacted for proving suggestions and other 30% are interacted for
enquiry
 72% of people are aware about the different kinds of facilities provided
by KSRTC such as student pass, seniority pass. handicap pass etc.
 The study reveals that 30% of respondents think that service charge.
improper service timing, bad service, poor condition of buses and lack
of safety are the problems in KSRTC transportation system
 50% of respondents responded that KSRTC should provide remote
area servicers, proper timing in services, standard customer services.
Change in service rate and basic safety measures to curing its
problems.

45
5.2 SUGGESTIONS

 In order to extend the services of KSRTC in remote area KSRTC

should provide bus routes to remote area
 In order to make buses to reach in time the proper accountability
system should be adopted,
 In order to increase the satisfaction level of the passengers the bus
crew should behave in co-operative, pleasant and helpful manner with
passengers
 In order to make passengers to feel more secured in traveling in
KSRTC bus at least basic security facilities should be provided.
 In order to avoid problems of overload of passengers at peak hours
buses should be scheduled time at proper
 To avoid misuse situation initiation should be taken from both the
sides of KSRTC and passengers
 To make the passengers more aware about the various facilities
provided by KSRTC like call center and First aid box awareness
increasing promotional strategies can be implement
 First aid box.

46
5.3 CONCLUSION
The result of our study shows the perception of people towards the
usage of KSRTC service. From the study it is clear that majority of people
don't feel secure or safe to travel in KSRTC local bus. In this contest the
KSRTC department should try to make its service as best. There is strong
culture in KSRTC Organization that passenger’s satisfaction is most
important but lot of thing is to do when it comes to the matter of the
passenger’s satisfaction. First of all the bus crews are supposed to behave in a
co-operative, pleasant and in a helpful manner with passengers but in practical
only financial goal of the corporation assessed, but behavioral aspects of crew
is not assessed. In order to achieve success in maintaining standard service the
KSRTC should try to add more potential as well as qualified.

47
Bibliography
BIBLIOGRAPHY

Journals

 Vini M.S. Sreekrishnan (2017) - An evaluation of the performance of

Kerala State Road Transport Corporation (vol No, 3, issue No. 4)

 Dr. Harendra Mohan Singh (20140 "Revenue from road transport

corporation"(vol.No. 3, issue No. 4)

 Jyothichandra R. Dr. A.S. Ambily (2018). Kerala State Road Transport

Corporation. "A glory of past tinted with shame" evaluating the public
transport system of Kerala

Websites

o clickirijalakuda.com
o www.irinjalakudamunicipality.in
o www.karcbloe.com
o www.keralarts.com

Newspaper

Mathrubhumi
Malayala manorama

48
Appendix
 QUESTIONNAIRE

Demographic profile
a. Sex
Male
Female
b. Age group
Under 20 years
21 to 40 years
41 to 60 years
Above 60 years

c. Occupation OF Employer
Employee
Employer
Student
Self employed
Professional
Other

1. How Often do you e DISTRICT Daily

Daily
Weekly
Occasionally
2. You think if KSRTC providing their best service in remote areas?
Yes
No
3. Do you feel of KSRTC bus are available at scheduled time?
Yes
No

49
4. Do the KSRTC drivers stop the buses at specified stop?
Yes
Some buses only
No
5. The behavior of KSRTC conductor is ?
Sometimes good
Sometimes bad
Every time bad
6. Does the conductors provide proper changes of money?
Yes always
Yes some time
No
7. Do you feel secured while traveling in bus?
Yes
No
8. Do you feel buses are overcrowded in peak hours to travel?
Always
Sometimes
No
9. Do you think if there are enough reservation seats for women?
Yes
No
10. Do you get seat which is allotted to you in buses?
Always
Sometime
No
11. Do you think if here are passengers traveling without bus pass or ticket?
Yes
No

50
12. Are you satisfied while traveling in KSRTC Bus?
Highly satisfied
Satisfied
Dissatisfied
13. Are you aware of the first aid box facility in buses?
Yes
No
14. Do you feel if the first aid box in KSRTC serves its purpose?
Yes
NO
15. Are you aware of KSRTC call center’s service?
Yes
No
16. For what you interacted with the KSRTC call center?
For enquiry
For suggestions
For complaint
17. Do you aware about the different kinds of facilities provided by KSRTC
such as student pass, seniority pass, handicap pass, etc.?
Yes
No
18. What do you think is the major problems of KSRTC transportation
system?
Service charge
Improper service timing
Bad service
Poor condition of buses

51