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APPENDIX

A STUDY ON SERVICE QUALITY AND PASSENGERS’ ATTITUDE TOWARDS PUBLIC

TRANSPORT IN DINDIGUL DISTRICT

1. Nativity :

Urban Rural

2. Gender :

3. Age :

4. Level of education :

5. Marital Status :

6. Nature of family :

7. Family Size :

8. Occupational background :

9. Number of earning members per :

family

10. Personal income per month :

11. Family income per month :

12. Expenditure per month :

13. Monthly expenditure on transport :

14. Frequency of travel :

Daily Weekly

One in two weeks Monthly

When ever needed

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15. Nature of ticket availed :

Concession Special concession

Ordinary

16. Reason for prefering bus services: Rate the given variables at five point scale.

HA A M
DA HDA

16.1 Availability

16.2 Economy

16.3 Connectivity

16.4 Reliability

16.5 Frequency

17. Purpose of travel: Rate the given variables at five point scale.

HA A M
DA HDA

17.1 Personal

17.2 Work

17.3 Education

17.4 Medical

17.5 Shopping

17.6 Recreation

18. Companion in travel: Rate the given variables at five point scale.

HA A M
DA HDA

18.1 None

18.2 Spouse
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18.3 Children

18.4 Friends

18.5 Relatives

18.6 Co-workers

19. Core Service Quality in Public Transport: Rate the given variables at five point
scale.

HA A M
DA HDA

19.1 Modern Equipments and Vehicles

19.2 Appealing Physical Facilities

19.3 Appealing Materials

19.4 Bus Stop Facilities

19.5 Willingness to Help Passengers

19.6 Prompt Service to Passengers

19.7 Respond the Passengers’ Request

19.8 Instilling Confidence in Passengers

19.9 Keeping up the Promise

19.10 Service right at first time

19.11 Keeping up the Time (Punctuality)

19.12 Error free Service

19.13 Safety

19.14 Courteousness with Passengers

19.15 Knowledgeable Employees

19.16 Individual Attention

19.17 Convenient Operating Hours

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19.18 Passengers’ Best interest at heart

19.19 Understand Specific Needs of Passengers

20. Value Added Service Quality of Public Transport: Rate the given variables at five
point scale.

HS S M
DS HDS

20.1 Correct Loading

20.2 Better Seating Arrangement

20.3 Ease of Boarding and Alighting

20.4 Ease of Movement

20.5 Quick Service

20.6 Maintenance of Vehicles

20.7 Probability of Breakdowns

20.8 Probability of Accidents

20.9 Driving

20.10 Better Crew Attitude

20.11 Better Crew Appearance

20.12 Neatness and Professionalism

20.13 Crew Courtesy

20.14 Route Information

20.15 Announcement of Stops

20.16 Complaint Redressal

20.17 Special Trips

20.18 Cheaper

20.19 Helping Attitude

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20.20 Journey Time

20.21 Departure and Arrival Time

20.22 Stops at Regular Intervals

21. Critical Service Quality in Public Transport: Rate the given variables at five point
scale.

HS S M
DS HDS

21.1 Response on unavailable service

21.2 Response on unreasonably slow service

21.3 Response on other core service failures

21.4 Response on Special Needs of Customers

21.5 Response on Customer Preferences

21.6 Response on Admitted Customer Error

21.7 Response on Potentially Disruptive others

21.8 Attention paid to customers

21.9 Performance under adverse circumstances

21.10 Behaviour in context of cultural norms

22. Customer value on bus service: Rate the given variables at five point scale.

HS S M
DS HDS

22.1 Economy of Service

22.2 Comfortability in Service

22.3 Cheaper

22.4 Ambience

22.5 Luxuries

22.6 Innovative
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22.7 Interior Design

22.8 Opportunity Cost

22.9 Value Addition

23. Passengers’ Preferences: Rate the given variabels at five point scale. (VH–Very
High, H–High, M–Moderate, L–Low, VL–Very Low)

VH H M
L VL

23.1 Varieties of Services

23.2 Innovative Services

23.3 Value Added Services

23.4 Discriminatory Pricing Services

23.5 Comfortable Services

23.6 Luxurious Services

24. Passengers’ Complaints: Rate the given variables at five point scale according to
your order of perception

HS S M
DS HDS

24.1 Drivers’ Treatment

24.2 Conductors’ Treatment

24.3 Driving

24.4 Punctuality

24.5 Stopping at The Bus Stop

24.6 Information

24.7 Vehicle

24.8 Maintenance

24.9 Crowding

24.10 Seating
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24.11 Traffic Planning

24.12 Accident Handling

25. Service Loyalty: Rate the given variables at five point scale according to your
order of perception

VH H M
L VL

25.1 Say Proactive things about the transport

25.2 Recommend to others

25.3 Encourage others to have the bus services

25.4 Consider the bus service as my first choice

25.5 Try to avoid alternatives

25.6 Ready to pay higher price

25.7 Increase the utilization of bus service in

future

25.8 Feeling of worthiness

25.9 Complain the problem to the concerned

authorities

26. Service Adequacy and Superiority: Rate the given variables at five point scale
according to your order of expectation

VH H M
L VL

26.1 Courtesy of Staff

26.2 Knowledgeable Staff

26.3 Informative Staff

26.4 Caring Fashion

26.5 Understanding Needs

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26.6 Best interest at heart

26.7 Frequency of Service

26.8 Timely Service

26.9 Dependability in Handling Service Problem

26.10 Performing Services Right at the First Time

26.11 Willingness to Help

26.12 Promptness

26.13 Availability of Staffs

26.14 Professional Appearance

26.15 Modern Appearance

26.16 Cleanliness in Bus and Bus Stop

26.17 Modern Equipments

26.18 Availability of Seats

26.19 Smoothness of Ride

26.20 Travelling Time

26.21 Comfortable seats

26.22 Ease of Access to Home

26.23 Ease of Access to Workplace

26.24 Connectivity With Other Modes of Transport

26.25 Ease of Access to Travel Information

26.26 Ease of Buying Tickets

26.27 Convenient Business Hours

27. Market Tool to improve quality of bus service: Rate the given variables at five
point scale according to the order of importance
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VH H M
L VL

27.1 Service relevant to target users

27.2 Personalized care

27.3 Convenient to access

27.4 Assistance to customer

27.5 Facilities at bus stand / stations

27.6 Connectivity to other bus services

27.7 Understand individual needs

27.8 Information about schedule

27.9 Assurance on every step of the way

27.10 Convenient service to customers

27.11 Selection of service

27.12 Courteous employees

27.13 Connectivity to other mode of transport

27.14 Immediate response

27.15 Information about arrivals / departures

27.16 Easy access to the customer

27.17 Better service than competitors

27.18 Comfortable travelling experience

27.19 Knowledgeable employees