A STUDY ON “PASSENGER SATISFACTION OF

KURTC WITH SPECIAL REFFERENCE TO

NILAMBUR TALUK”

PROJECT REPORT

Submitted in partial fulfillment for the award of Degree of Master of Commerce

(M.com) of University of Calicut

Submitted by

NEETHU K K

Register No: MDATMCM015

Under the guidance of

Sri: MAHESH P B

Assistant professor of commerce

POST GRATUATE AND RESEARCH DEPARTMENT OF COMMERCE

GOVT.COLLEGE MADAPPALLY

UNIVERSITY OF CALICUT

2019-2021
 PG & RESEARCH DEPARTMENT OF COMMERCE

GOVT COLLEGE MADAPPALLY

CERTIFICATE

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

SATISFACTION OF KURTC WITH SPECIAL REFERENCE TO
NILAMBURTALUK”. Submitted to the University of Calicut for partial
fulfillment of the requirement for the award of the master of commerce, is a
bonafide work carried out by Ms NEETHU K K under my supervision and
guidance.

She is allowed to submit this report

Sri .MAHESH P B DR. P. BABU

Assistant professor Associate professor and

HOD

Department of Commerce Department of Commerce

Govt college Madappally Govt college Madappally

 DECLARATION
I Neethu k k hereby declare that Project Report entitled A STUDY “ON
PASSENGER SATISFACTION OF KURTC WITH SPECIAL REFERENCE
TONILAMBUR TALUK” is a bonafide work carried out by me under the
guidance and supervision of Sri. Mahesh P B, Assistant Professor, Post Graduate
and Research Department of Commerce, Govt. College Madappally. I also declare
that this project has not been submitted previously for the award of any academic
qualification or fellowship.

Place: Madappally NEETHU K K

Date:
 ACKNOWLEDGEMENT
I would like to express my heart full thanks and gratefulness to all those people who
have cooperated with me for undertaking this project.

First of all I am grateful to that almighty ‘GOD’ for this sustained blessing and my
teachers of their support throughout this project.

I would like to express my sincere thanks to Dr. P. BABU, Associate professor and
HOD, Department of commerce, Govt. College Madappally, for this valuable
support.

I acknowledge my sincere gratitude to my guide Sri. MAHESH P B, Assistant

professor in COMMERCE, Post Graduate And Research Department of Commerce,
Govt. College Madappally, Kerala, whose generous guidance, constant inspiration
and vigilant supervision afforded a firm basis to produce and present this study
report.

Last but not least I wish to express thanks to my parents and my friends.

NEETHU K K
 TABLE OF CONTENTS
CHAPTER TITLE PAGE
NO: NO.

1. INTRODUCTION 1-4
Significance of the study 4
Statement of the problem 4
Objective of the study 5
Hypothesis of the study 5
Scope of the study 5
Research methodology 6
Limitation of the study 7

2. REVIEW OF LITERATURE 8-11

3. THEORETICAL FRAMEWORK 12-29
4. DATA ANALYSIS AND INTERPRETATION 30-60
5 FINDING, SUGGESTION AND CONCLUSION. 61-63
6 BIBLIOGRAPHY 64-65
7 APPENDIX
 LIST OF TABLE
TABLE TITLE PAGE
NO. NO.
4.1 Gender 31
4.2 Education Qualification 32
4.3 age 33
4.4 Annual income 34
4.5 Passenger group 35
4.6 Awareness about KURTC 36
4.7 Source of awareness 37
4.8 Type of KURTC 38
4.9 Type of journey 39
4.10 Type of ticket facility 40
4.11 Opinion on time schedule 41
4.12 Seating arrangement 42
4.13 Cleanliness condition 43
4.14 Purpose of journey 44
4.15 Reason for preferring KURTC 45
4.16 Any complaints on KURTC 46
4.17 About grievance redressal 47
4.18 Attitude and behavior of conductor and driver 48
4.19 Prefer bus daily 49
4.20 Choose the same bus regularly 50
4.21 Opinion about the bus fair 51
4.22 Speed of KURTC 52
4.23 Opinion about the co-travelers 53
4.24 Motive factors of KURTC 54
4.25 Testing of hypothesis 55-60
 LIST OF CHARTS

CHART TITLE PAGE

NO. NO.
4.1 Gender 31
4.2 Education Qualification 32
4.3 age 33
4.4 Annual income 34
4.5 Passenger group 35
4.6 Awareness about KURTC 36
4.7 Source of awareness 37
4.8 Type of KURTC 38
4.9 Type of journey 39
4.10 Type of ticket facility 40
4.11 Opinion on time schedule 41
4.12 Seating arrangement 42
4.13 Cleanliness condition 43
4.14 Purpose of journey 44
4.15 Reason for preferring KURTC 45
4.16 Any complaints on KURTC 46
4.17 About grievance redressal 47
4.18 Attitude and behavior of conductor and driver 48
4.19 Prefer bus daily 49
4.20 Choose the same bus regularly 50
4.21 Opinion about the bus fair 51
4.22 Speed of KURTC 52
4.23 Opinion about the co-travelers 53
4.24 Motive factors of KURTC 54
4.25 Testing of hypothesis 55-60
 CHAPTER 1
INTRODUCTION
1.1 INTRODUCTION

Transportation has been playing a vital role in the development of Indian economy.
In a developing country like India, wherein the momentum of all human activities
are increasing transportation plays a vital role. The different modes of
transportation through air, water, and land have been accelerating the development
process leading to the overall growth of the economy. India’s transport sector is
large and diverse. The transportation system had a new phase with the emergence of
the National Highway Authority. In India, public transport becomes the primary
mode of transport. This result in the emergence of state owned transport
corporations. Buses take up majority of the public transport in Indian cities and are
the most convenient mode of transport for all classes of people.
In Kerala there is a large fleet of buses belonging to the Kerala Road
Transport Corporation (KSRTC) as well as private operators. Buses procured with
the financial assistance from the Jawaharlal Nehru National Urban Renewal
Mission (JNNURM) and operated by the Kerala State Road Transport Corporation
(KSRTC) were brought under the newly formed Kerala Urban Road Transport
Corporation (KURTC).
Hence KURTC is formed as a subsidiary of KURTC wide GO (MS)
No.50/2014/Trans Dated 05/07/2014 as per the provision laid under RTC Act 1950,
Rule 17(A). The operation and maintenance of the buses under the scheme are also
managed by KURTC through the administrative setup of KSRTC. The mission of
KURTC is to provide quality transport service to the urban mass and also to link the
tourist destinations of Kerala so as to avoid congestion in cities by avoiding use of
own vehicles and prompting them to make use of public transport system
Human life has become very complex and complicated in now-a-days .In modern
society the needs and requirements of the people are ever increasing and ever
changing .When the people are ever increasing and ever chancing and people needs
are not fulfilled they become dissatisfied .Satisfaction can be defined as an
experience of fulfillment of an expected out comes. Satisfaction or dissatisfaction
with a program or facilities influenced by prior expectation regarding the level of

1
quality. Satisfaction depends on numerous factors and there is no dearth of
literature on this subject.
Customer satisfaction is considered to be the most important factors weather
it meant for a product or service .In case of failure to satisfy the customers the
company will replaced by others and industries offering various services, have to be
more vigilant because there is a special attitude that plays an important role
attracting and retaining customers .the underlying assumption is that there is a
direct link between actual services and customer perception.
In many countries major investment are being made in a public
transport system to make them more competitive visa-a –visa other meant of
transport ,most notably private cars .To make sure investment really attract both
the existing and potential customers envisaged, knowledge satisfaction and
service performance should provide policy makers and operational managers in
public transport with valuable information.
Customer satisfaction s the operational failure of the service such as delay of
transportation this creates bias to customers, resulting in dissatisfaction.
friendliness of the personnel especially bus drivers and conductors behavior in
relation to service frequency has on impact of customer satisfaction ,friendliness
behavior of bus workers can satisfy customers by developing better
communication and knowledge of its customer’s needs .the customer
satisfaction of public transport as considered plat form or station of buses
,reliability ,convenience and responsiveness are also considered to be important
in customer satisfaction .these prevailing situation there for call for greater
quality of bus services to increasing the level of satisfaction .
Customer satisfaction as a key performance indicators within business and
is often part of balanced score board. In competitive market place where the
business competent for customer's. Today business organizations are seeking to
their profit and sales have to spend considerable time and resources searching for
new customers. To govern leads the company develops advertise and place the
media that will reach new prospectus; Customer satisfaction is important in
business because it provide marketers and business owners with metric that they

2
can use to manage and improve their business. Before 1980s customer satisfaction
trended to be measured in formally most large brand and organization were not
customer focused but now days all organization are try to increasing or maximizing
their customer satisfaction. Customer satisfaction helps to increase customer
loyalty, reducing need to allocate marketing budget and acquiring new customers.
Customer Centeredness Company’s customer satisfaction is both a goal
and marketing tools. Companies need to be especially concerned with their
customer satisfaction level. Today in present business world they provide many
tools for consumer quickly spread both good and bad word of mouth to the rest of
the world. Some Customers set up their own website air grievance and galvanize,
protest, targeting high profit breed such as United air lines, home depot and
Mercedes. Although the customer – firm seek to create high customer satisfaction,
that is not main goal. If the company increases Customer satisfaction by lowering
its price or increasing its service. It results may be lower profit. When a customer
rule their satisfaction with an element of the company performance say, delivery –
to recognize that customers vary in how the define good delivery .it mean early
delivery, on time delivery , order competence and they on. Yet if the company had
to spell out every element in details customers would face huge survey
questionnaire. The company must also realize that two on report being “highly
satisfied “for different reason. One way is easily satisfied most of the time other
might be hard to please but was pleased on his occasion.
Customer satisfaction plays an important role in business. Customer
satisfaction not only a leading measures of customer loyalty. Customer satisfaction
Will helps to identify unhappy Customers, reduce customer churn and increasing
revenue; it is also Key point of differentiation that help business to attract new
customers in competitive business environment. Customer satisfaction is important
because it provide marketers and business owners with metric that they can be use
to manage and improve their business. Customer satisfaction is performance
indicators within business and it is often part of a balanced score board and it is
helps to increase customer loyalty, reducing the need to allocate marketing budget
and acquiring new

3
1.2 SIGNIFICANCE OF THE STUDY.
The study indented to reveal the influence of the service quality and
passenger satisfactions in KURTC. It is will be helpful for the management and
decision makers of the organization to know the implications of identified influence
on their strategic improvement of the problem. It will also serve as a reference for
further research on this area in future.

The role of public transport is important so as to reduce the personalized

transport. The passengers perception towards public transport differ from one
another. By knowing the factors preferred by them will succor in the development
of the transportation system. Thus understanding the preferences and factors that
influence the decision of a customer is deemed to be vital.

1.3 STATEMENT OF THE PROBLEM

Passenger satisfaction is very important in the field of transport service

sector. Passengers are facing a lot of problems while travelling on buses. So the
Govt. has introduced KURTC for reducing the problems faced by bus travelers.
Even though the bus fair is high as compared to private bus. People prefer KURTC
because of the various facilities like A/C, convenient seating arrangements... in this
contest it is essential to study the satisfaction level of passengers towards KURTC
their awareness level in the field of transportation. The various factors that are
considered while selecting the KURTC can be identified through this study. The
proper decision can be made through this study.

4
1.4 OBJECTIVES OF THE STUDY

1. To identify, analyze and interpret the socio-economic factor of the

passengers.

2. To assess the level of satisfaction of passenger.

3. To study the perception of passenger regarding quality services provided

by KURTC.

4. To know the factors affecting passenger satisfaction of KURTC.

1.5 HYPOTHESIS OF THE STUDY

1. H0: there is no significant difference between satisfaction level of customer

on the basis of age.
2. H0: there is no significant difference between level of customers on the basis
of passenger group.
3. H0: there is no significant difference between satisfaction level of passenger
on the basis of education qualification.
4. H0: there is no significant difference between passenger satisfaction in
respect of KURTC bus type.
5. H0: There is no significant relationship between gender and satisfaction
level.
6. H0: There is no significant relationship between cleanliness of KURTC
buses and reason for preferring KURTC.

5
1.6SCOPE OF THE STUDY

The study is limited to the people residing in Nilambur Taluk. The study is intended
to analyze the passenger satisfaction towards KURTC.

1.7 RESEARCH METHODOLOGY

1.7.1Sample size

Sample size is limited to 80 passengers using KURTC.

1.7.2Sample frame

The people residing in Nilambur Taluk.

1.7.3Sampling techniques

In this research I have used convenient sampling.

1.7.4Type of data

1. Primary data
This data will be collected by using questionnaire.
2. Secondary data

This data will be collected through internet, books, articles, journals…

1.7.5Tools of data collection

The data collection will be conducted by using questionnaire.

1.7.6. Tools of data analysis.

1. Chi-square test
2. One way Anova
3. Diagrams & graphs

6
1.8 LIMITATION OF THE STUDY

1. Duration of the study will be short.

2. Lack of experience.
3. Accuracy of the study will be purely based on the information given by the
respondent.

7
 CHAPTER 2

REVIEW OF LITERATURE
2.1 REVIEW OF LITERATURE

Dr.K.Sravana(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 found out several variables that
adversely affecting the of satisfaction of passengers are bus fare, timeliness, service
outside Kerala, travel comfort , concessional rates, employee behaviour 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 behaviour towards passengers was
favourable. She 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.

Dr.Harendra Mohan Singh(2014) in his journal “Revenue from Road Transport

India”, author had analysed the revenues that pooled up from transport sector as a
whole, revenues that collected from state transporting system and its contribution to
the economy and different type of tax structure operating in states. For achieving
this he had formulated supplementary objective such as (i) study the revenue
generation of state and centre from road transport sector,(ii) examined the structure
of road Taxation in India, (iii) studied the percentage share of road transport GDP
in total GDP.

Diana (2012) examined the degree of satisfaction of multimodal travelers with

publictransport services in Italy. Nine service aspects were measured. The author
found that satisfaction and frequency of use of urban transit are not correlated.
Public transport was of greatest use in the city centers, followed by towns of above
50 thousands inhabitants. Smaller towns and suburbs saw little use of transit.
Besides, satisfaction levels tended to be highest in smaller towns and lowest in
metropolitan areas.

8
Mosi (2010) found ticket price, punctuality and reliability as the main factors
thatinfluence customers’ satisfaction in bus transport in Kenya. The study found
that majority of the companies and Matatus in Kenya do not operate on fixed
schedules, unpredictable fares, frequently change route and unsafe
destinations/booking offices and Matatus in Kenya do not operate on fixed
schedules ,charge fixed fare but majority operate but according to the Demand.

Budiono (2009) identified two groups of service attribute. The soft quality
factorincludes security issues and comfort while the functionality quality comprises
frequency, travel time, punctuality and time. The author believed that the
functional factor is more influential and thus should receive more attention to
improve the customer satisfaction.

Beira, Cabral (2007) pointed out that reliability, travel time and comfort are
considered to have a great impact on customer satisfaction in relation with the type
of the trip. For instance, those who utilize buses for professional reasons consider
time as the most important dimension and particularly in buses. An interesting
result is that the price of the ticket does not affect customer satisfaction directly.

Anderson et al. (2007) describes that which affects customers’ satisfaction is the
operation failures of the services. An operation failure, such as a possible delay of a
transportation means, creates bias to customers, resulting to unsatisfied customers.
Also, they pointed out that, customers have the trend to blame the service provider
for everything that happens; even of the service failure is affected by external or
internal factors.

Thompson, Schofield (2007) pointed out customer satisfaction with destination.

In particular, ease of use of public transportation is the most significant factor
which affects directly customers’ satisfaction in relation to the destination. Time

9
and safety are not considered as being crucial for customer satisfaction in the
relation to the destination.

Gopal,Cline (2007) explained that the importance of CRM (Customer

Relationship Management) in public transportation as they consider emotions to
be the key factor for customers buying decisions and CRM is a tool which can
help management to evaluate actions and behaviour about its customers, and also
provide better services, if management faces as the core of CRM tool, the key
element which increases satisfaction and that is emotions. On the other hand, it is
mentioned that transportation companies are fail to face CRM as a tool for serving
better their customers as they affront CRM as a means of gathering data and
information.

Andreassen (1999) claimed that customers’ satisfaction in public transportation

depends upon three things: ticket price, price level, finally, the layout of the
platform or the station, especially for buses.

Disney (1998) described that the friendliness of the personnel especially bus driver
behaviour in relation to serve
Edvardsson (1998) showed in his research that customer dissatisfaction depends
on theusage of the information that the business can dig out from its customers. One
way of getting such information is through customer complaints. He found that the
driver plays a significant role on the dissatisfaction of the customer, and that
because the driver, usually, does not know the customers’ needs and expectations
and in many cases it is something that leaves the driver indifferent. Also, he showed
that the combination of information and the driver is the key success for customer
satisfaction, as the driver is the main means of interaction with the customers.
Moreover, he found a singularity. He noticed that the unhappy and dissatisfied
customers continued to utilize public transportations and that was because of the
nature of public transportation.

10
Parasuraman et al. (1988) suggest using the 10 construction quality of service,
but wasreduced to 5, comprising: • Tangibles: Tangible equipment required to
render services and the presentations of service staff • Reliability: The actual
implementation, in a timely manner, of the committed services • Responsiveness:
The willingness of service personnel to offer speedy services • Assurance:
Professional knowledge, good manners and trustworthiness of service staff •
Empathy: The provision of convenient and considerate services to customers,
catering to their specific needs that frequency has an impact on customers’
satisfaction.

Julian Benjamin and Lalitha Sen(1981) evaluated the public transportation

inRichmond, Virginia, US, using Market Segmentation Techniques. This study
demonstrated the practical applications of ‘multi-dimensional-scaling’ and
‘cluster analysis’ techniques. This method was found to be useful in pin-pointing
service deficiencies in developing recommendations for service improvements
along specific routes and assessing the potential for new services.

11
 CHAPTER 3
THEORETICAL FRAMEWORK
3.1 PUBLIC TRANSPORTATION

Transport is a means of carrying goods and people from one place to another.
Transport refers to the activity that facilitates physical movement of goods as well
as Individuals from location to another. Transport plays an important role in today’s
modern world. It helps in removing the distance barrier. An efficient transport
system is essential for sustainable economic development of the country and plays a
significant role in promoting national and global integration.
An efficient transport helps in increasing productivity and enhances
competitiveness of the economy. Efficient transport is indispensable to the
economic development of nation.
There are various modes of transport that include road transport, rail transport,
water transport, and air transport.

3.2 Forms of Transport

3.2.1. Road Transport:
It is the oldest form of transport. It includes various means such as bullock cart,
tempo, auto rickshaw, busses, car etc.
Advantages of road transportation:
a. It facilitates door-to-door service
b. Road transport is highly flexible. The route can be changed anytime.
c. It is economical for short distance.
d. There are less overheads and less cost in terms of maintenance.
e. It provides personalized service.
3.2.2. Rail Transport:
In India railways are owned and managed by the Central Government.
The following are the features of rail transport:
a. It is suitable for bulky goods.

12
b. It is economical for long distance.
c. There is regularity in the operation of train.
d. There is less pollution, as the train operates on electricity.
e. There is uniformity in rates as the rates are fixed by the government.
3.2.3. Water Transport:
India is surrounded by the Bay of Bengal, the Arabian Sea and the Indian Ocean.
Therefore it has a long coastline. Water transport refers to movement of goods and
passengers on waterways.
With the help of these means goods and passengers are carried to different places,
both within as well as outside the country.
The following are the features of water transport:
a) Water transport plays an important role in international trade.
b) It possesses high load carrying capacity.
c) It is a relatively economical mode of transport for bulky and heavy goods.
d) Water transport does not require any special infrastructure like roads, and airport.
e) Sea transport requires large investment on ships and their maintenance.
3.2.4. Air Transport:
Air transport is of recent origin in the development of transport system of a
country. Air transport provides the fastest practical means of transportation.
Indian air transport is one of the fastest developing aviation sectors of the world.
The following are the features of Air transport:
a) Air transport is the most modern and the quickest mode of transport.
b) Air transport is very expensive, as the operating costs of aero planes are high.
c) Air transport provides comfortable, efficient and quick transport service
d) Air transport requires less investment on infrastructure.
e) Air transport is free from physical barriers.
f) It plays a significant role in the national defense of the country.
g) Air transport is the most risky form of transport because the chances of
accidents are greater in comparison to other modes of transport.

13
3.3 Significance of transport
Transport plays a significant role in the overall economic development.
Transportation results into growth of infrastructure, industrialization and
massive production.

Advancement in the transport sector has resulted into comfort and convenience.
Well-functioning transportation systems form the basis for economic prosperity
and social well being of societies.
3.3.1. Industrial growth:
Transportation and the Industrial development are interrelated. Without
improved modes of transportation it would have been harder for the industrial
producers to produce and then sell their goods to the wider markets.
Transportation facilitates movement of raw material and other requirement
from the place of supply to the place of production. Efficient transport is
indispensable to the economic development of the nation.
3.3.2. Creates employment:
Transport also contributes to economic development through job creation. It
creates both direct and indirect employment opportunities. In India, a sizeable
portion of the country’s working population is directly or indirectly employed in
the transport sector.
It also facilitates movement of labors and thereby encourages employment
resulting into industrial development and thereby economic development.
3.3.3. Creates place utility:
Transportation enables movement of commodities from the producer to the
final consumer whenever and wherever they are demanded. It creates place
utility. Transportation plays an essential role in the agricultural sector.
Agricultural requirements are made available to the farmer at a short span of
time. It is an integral part t of commerce. It gives place and time utility to goods
by removing them from the place of production to the places where they are to be
consumed.

14
3.3.4. Bring countries closer:
No country in the world is self-sufficient. They have to depend on one another
to fulfil their requirements. Transportation has brought the countries closer. It
not only caters to the need of mobility but also provides comfort and
convenience.
Travelling is a part of our daily lives. People travel for business purpose, education
purpose I and vacation purpose etc. The transport system is doing a great job by
easing the pain of covering vast distance of land thereby bringing the countries
closer.
3.3.5. Serve several purposes:
Transportation provides access to natural resources and promotes trade, allowing a
nation to accumulate wealth and power. Transportation also allows the movement
of soldiers, equipment, and supplies during war.
Hence transportation is vital to a nation’s economy as it serve several purposes.
It includes the manufacture and distribution of vehicles, the production and
distribution of fuel, and the provision of transportation services.
3.3.6. Stability in prices:
Goods can be transported to places where there is scarcity and the prices are high
from places where there is surplus and the prices are low. Such transfer of goods
from the place of surplus to the place of scarcity enables to stabilise the prices of
the commodity. Thus stability of prices restricts the local producers to charge prices
at their own will. This discourages monopoly and encourages competition.
3.3.7. Specialization and division of labour:
Transport increases the mobility of labour and capital, widens the market that
leads to specialization and division of labour, which helps in stabilizing prices.
Specialization provides employment to a very large number of persons.
It is only due to transport that modern industrial system and large-scale industries
are in a position to develop. Without efficient transport it would not have been
possible to procure raw material, gather large number of workers and distribute
the finished goods.

15
3.3.8. Use of Economic resources:
Transportation enables society to enjoy advantages of specializations of resources,
and the benefits of labour by making it possible for products to be brought great
distance, thus avoiding the necessity for local production for all conceivable
commodities of need.
Each economic region can thus concentrate upon the goods and services for which
it is best adapted either through natural resources endowment or through historical
development. It, thus, leads to a better economic use of available resources.
3.3.9. Standard of living:
Transportation raises the standard of living, making possible improved housing,
clothing, food and recreation.
3.4 Recent development in transport sector in India:
India’s transport sector is large and diverse. There has lot of development taken
place in the transport sector. Modes of transportation comprises of roadways,
railways, water ways and airways. The development taken place in various
means of transport is:
Roadways in India:
Road network in India is one of the largest networks in the world. The country’s
road network consists of Expressways, National Highways, State Highways,
Major District Roads, Other District Roads and Village Roads. Roads are the
dominant mode of transportation in India.
They are an indispensable means of communication and has come a long way. It is
today regarded as one of the most ideal and cost effective modes of transportation
in India. The Indian Roadways play a crucial role in connecting the different parts
of India.
Over the years after independence there has been an extensive development of the
network; of roads. Major cities of the States and capital of the state are connected
by state highways.
While District roads are connected with village roads. Village roads provide linkage
to other roads in order to meet their daily needs and access to nearby markets.
Roads are easily accessible to each individual.

16
Roads facilitate movement of both men and materials anywhere within a country.
It helps in socio-economic development as well as brings national integration. It
provides linkages to other modes of transportation like railways, airways, and
shipping, etc.
The Indian Roadways play a crucial role in connecting the different parts of India.
Over the years after independence there has been an extensive development of the
network of roads across the length and breadth of India.
Road network of India is the largest road network in the world. India has an
extensive network of major and minor roads as well as a good number of well-
maintained networks of national highways, connecting all major cities and tourist
destinations.
The road transport industry in India has emerged as the dominant part of the
transport system. The road transport mode in India has come to occupy a pivotal
position in the overall transport system in India. This mode is estimated to have a
share of about 80% in passenger transport and 60% in freight transport.
A. the National Highways Development Project is a project to, upgrade,
rehabilitate and widen major highways in India to a higher standard. The central
government is responsible for development and maintenance of the National
Highway System.
The project was implemented in 1998. “National Highways” account for only
about 2% of the total length of roads, but carry about 40% of the total traffic
across the length and breadth of the country.
This project is managed by the National Highways authority of India.
National Highways Authority of India (NHAI) is authorized (mandate) to
implement National Highways Development Project (NHDP), which is
i. India’s Largest ever highways project
ii. World class roads with uninterrupted traffic flow
The National Highways have a total length of 70,548 km to serve as the arterial
network of the country. The development of National Highways is the
responsibility of the Government of India.
The National Highways Development Project (NHDP) is the largest highway

17
project ever undertaken by the country, is being implemented by the National
Highway Authority of India (NHAI). NHDP Phase I & II envisage 4/6 lining of
about 14,279 km of National Highways These two phases of NHDP comprise of
Golden Quadrilateral (GQ), North-South and East-West Corridors, Port
Connectivity and other projects. The Golden Quadrilateral connects the four major
cities of Delhi, Mumbai, Chennai and Kolkata. (NS-EW) The North-south & East-
West corridor comprising 4 lining of 7,300 km of National Highway connecting
North-south corridor from Srinagar to Kanyakumari with East-West corridor from
Silchar to Probandar.
India is the second largest in the world. Indian roads carry about 61% of the
freight and 85% of the passenger traffic. All the highways and expressways
together constitute about 66,000 kilometers. National Highways Authority of India
(NHAI) is the apex Government body for implementing the NHDP.
B. Special Accelerated Road Development Programme (SARD):
This programme was introduced to improve the road connectivity with state
capital, district headquarters and remote places in the North-eastern region. This
programme facilitated in connecting 85 district headquarters in the North-
eastern states to national highways and state roads.
The Special Accelerated Road Development Programme for North East (SARDP-
NE) envisages widening of 3,251 km of National Highways, improvement
including widening of 1,257 km of State roads and two-laning of 1,888 km of
general staff roads in the region.

Railways in India:
Railways are today the predominant form of-transportation in India. The Indian
Railways is among one of largest railway systems in the world. India’s railroad
system is the government’s largest public enterprise. The Indian Railways is state-
owned and operated by the Ministry of Railways.
Today, it has completed its glorious 150 years of services for the nation. Indian
Railways is one of the largest railways under single management. It is one of the
world’s largest employers. Indian railways, the largest rail network in Asia and the

18
world’s second largest under one management.
The railways play a leading role in carrying passengers and cargo across India’s
vast territory.
The Indian Railways have played an integrating role in the social and economic
development of the country.
Recent development in rail transport:
1. There has been a tremendous development in its financial status, safety, security,
projects, technology and moreover its quality service to the people. Initiatives like
online ticket booking, computer-based reservation system, IVRS Interactive voice
response system, and introduction of smart cards have improved the Indian railways
considerably.
2. The Indian Railways, today, provide the principal mode of transportation for
freight and passengers in India. It is one of the largest networks in the world with
a total of 63,221 km and providing employment to 1.54 million people. Journey
by train has become one of the cheapest and convenient ways of transportation for
people of all sections of the society.
3. Indian Railways has seen major technological developments in recent years.
These include
a. Electrification of more tracks,
b. Development of more efficient locomotives, and
c. Advancement in terms of passenger amenities including better catering, toilet
provisions and security features.
d. Facilities like Internet access and satellite phone are in the pipeline.
4. Advanced safety features have been incorporated to minimize accidents,
while modern coaches have been imported for certain trains. Fast trains like
the Shatabdi Express and the Rajdhani Express have made long distance train
journey a relatively fast and comfortable.
5. Railways have also been modernized in terms of technology, ticketing,
computerization and overall management.
Aviation Sector:
Air transport is the most modern and the quickest mode of transport. Because of

19
its speed travel by air is becoming popular. It not only saves time but, also reduces
the tiredness involve in covering long distance. It is not a feasible means of
transportation for all because of the inflated fares.
However, it is considered to be the fastest and easiest means of transportation. It
operates to 57 domestic stations and 17 international stations. Some of the leading
domestic private airlines are Air Sahara, Jet Airways and Air Deccan etc.
Development in the air transport:
Indian aviation industry has shown a tremendous growth in the post-
liberalized era. The following are the development in the aviation industry
1. The development of airports is no longer solely under the public sector; instead
private participation is allowed and encouraged. New International airports are to be
set up in Bangalore, Hyderabad and Goa with the help of the private sector.
2. The Indian aviation industry is one of the fastest-growing aviation industries in
the world. The Government has adopted a liberal civil aviation policy with a view
to improve domestic services.
3. Along with travel agent, Internet is now evolving as an important medium for
ticket booking. Shipping transport:
Shipping transport is the process of moving people, goods, etc. by barge, boat,
ship or sailboat over a sea, ocean, lake, canal, river, etc. Shipping plays an
important role in the transport sector of India’s economy.
Indian maritime sector facilitates not only transportation of national and
international cargo but also provides a variety of other services such as cargo
handling services, shipbuilding and ship repairing, freight forwarding, lighthouse
facilities and training of marine personnel, etc.
In recent times, developments and advancements in sea transportation had
great impacts on international trade. Shipping is a global industry and is
closely tied to the level of economic activity in the world.
The demands for shipping activities are rapidly growing. The shipping corporation
of India is the biggest Indian shipping company owned by the Government of
India.
Development in the shipping transport:

20
1. There are 12 major ports and more than 139 minor and intermediate ports in
India.
2. The training of personnel acquired a new dimension with the setting up of a
Maritime training institute at powai, Mumbai. This institute has modern training
facilities so as to ensure that the skill and expertise of shipping personnel in an
international level.
3. To improve the efficiency and competitiveness in import services port sector has
been open to private sector also.

3.5 ABOUT KERALA STATE ROAD TRANSPORTATION

Native name Aanavandi

Type Public-sector corporation under the Ministry

of Transport, Government of kerala

Industry Public Transport

Founded 1938

Headquarters Thiruvanandhapuram

Areas served Kerala

Tamilnadu

21
 Karnataka

Mahe district of puducherry

Key people Biju Prabhakar (Managing Director)

Services Bustransport
Courier service

Revenue ₹2,165.156
crore (US$300 million) (2015–16)

Net income ₹−738.768

crore (US$−100 million) (2015–16)

Subsidiaries Kerala Urban Road Transport Corporation

Website keralartc.com

3.6 HISTORY OF KSRTC

The earliest predecessor of the Kerala State Road Transport Corporation was
the Travancore State Transport Department, constituted by the King
Chithira_Thirunal_Balarama_Varma" Cithara Thirunal Balarama Varma, with the
intent of reorganizing the transportation services of the former state. E.G. Salter,
Assistant Operating Superintendent of London Passenger Transport Board, was
appointed as Superintendent of the Transport Department on 20 September 1937.
The Transport Department grew with nationalization of key interstate routes such
as Thiruvananthapuram– Kanyakumari route and the Palakkad– Coimbatore

22
route.
The first fleet consisted of 60 Comet chassis fitted with Perkins diesel engines,
imported from England. The bodies of the buses were built by the staff of the
Travancore State Transport Department under the supervision of the
Superintendent. The model for the selection of operating staff continues to be
followed by the current operating staff. The Transport Department gave
preference in recruitment for those who were likely to lose their private transport
company jobs resulting from the nationalization of Thiruvananthapuram–
Kanyakumari route. Thus the Transport Department began with a staff of about a
hundred graduates appointed as Inspectors and Conductors.
The State Motor Service was inaugurated by The King Chithira Thirunal
Balarama Varma on 20 February 1938. He and his kin were the first passengers
of the system on the inaugural trip;
Superintendent Salter was the driver of the bus. This bus, along with the thirty-three
other buses brought on road driving through the Kowdiar Square was an attraction
at that time.
Following the enactment of the Road Transport Corporation Act in 1950,
the Government of Kerala formulated KSRTC rules in 1965 by Section 44. The
Transport Department was converted into an autonomous corporation on 1 April
1965 and the Kerala State Road Transport Corporation was formally established by
the government of Kerala by the notification dated 15 March 1965. KSRTC buses
are the registered under a dedicated RTO at Thiruvananthapuram with the
registration series KL-15.
3.7 VARIOUS SERVICES PROVIDED BY KSRTC
3.7.1 SCANIA GARUDA
Kerala State Road Transport Corporation (KSRTC) unveils its new class of luxury
buses, a fleet of Scania Metrolink buses branded “Garuda Maharaja – The Chariot
of Kerala”.
The earlier fleet of flagshio Volvo B9R multi-axle buses has been rebranded
“Garuda King Class”, and the few Volvo B7Rs are now “KSRTC Sanchari”. The
Scania features LED destination boards in addition to all the usual luxury-bus

23
goodies. Here theinaugural bus sits majestically reflecting off the setting sun,
blazingly dominating the foreground while everything else fades into the
background, showing off the vertically raked front end of the bus, compared to
the wedge-shaped front of the Volvo. Never mind the rubble of the new under-
construction bus station-cum-garage at the KSRTC bus station in Kottayam

3.7.2 Volvo bus

Volvo Buses (Swedish: Volvo Bussar AB) (stylized as VOLVO) is a subsidiary and
a business area of the Swedish vehicle maker Volvo, which became an independent
division in 1968. It is based in Gothenburg.
It is the world's largest bus manufacturer, with a complete range of heavy
buses for passenger transportation. The product range includes complete
buses and coaches as well as chassis combined with a comprehensive range
of services.
The bus operation has a global presence, with production in Europe, North
and South America, Asia and Australia. In India it set up its production
facility in Bangalore. Former production facility was located in Irvine,
Scotland (closed in 2000)
3.7.3 GLOBUS AC AIRBUS
The Kerala State Road Transport Corporation (KSRTC) will deploy Super Deluxe
air buses for inter-State services. The non-air conditioned buses wereThe Kerala
State Road Transport Corporation (KSRTC) will deploy Super Deluxe air buses
for inter-State services.The air buses will replace the 30 Super Express buses that
are operating inter-State now.Each bus costs Rs.22 lakh and has a push-back seat,
facilities for charging mobile phones and laptops, driver-operated pneumatic door
and reading lamp in all the 40 seats.
3.7.4. LOW FLOOR BUS
A low-floor bus is a bus or trolleybus that has no steps between one or more
entrances, and low floor for part or all of the passenger cabin. Buses with partial
low floor may also refer as low-entry bus in some locations.
" Low floor" refers to a bus deck that is accessible from sidewalk with only a single

24
"step" within a small height difference, caused solely by the difference between the
bus deck and sidewalk. This is to distinguished from " high-floor", a bus deck
design that requires climbing one step (now known as step entrance) or more steps
to access the level interior floor that is placed at a higher height. Being low-floor
improves the accessibility of the bus for the public, particularly the elderly and
people with disabilities, including those in wheelchairs and walkers.
3.7.5 SUPER EXPRESS
KSRTC has introduced new set of Super Express buses with air suspension for
giving more comfort to long distance passengers. These express buses are having
3×2 seating layout with air suspension facility. Comfortable seats with good leg
space are suitable for offering long distance journey at an affordable price for
ordinary people.
These buses are built by Central workshop, Thiruvananthapuram on TATA’s new
12m chassis.KSRTC is currently running these kind of buses in the long routes
like Changanassery-Velankanni, Kottarakkara-Kollur, Kottayam-Bangalore, Pala-
Bangalore, Kozhikkode-Bangalore, Payyannur-Bangalore, Thiruvananthapuram-
Coimbatore etc.
3.7.6 FAST PASSENGER
Kerala State Road Transport Corporation has started a new Fast Passenger service
from Thiruvananthapuram to Moozhiyar and vice versa. The bus takes the route
Kottarakkara, Adoor, Pathanamthitta, Perunad, Chittar, Seethathodu, Angamuzhi
to reach Moozhiyar.
3.7.7 SILVER LINEBUS
KSRTC Launched Silver Line Jet Express Buses. These buses are having Push
Back Seats. Free Wifi available for passengers. And CCTV surveillance for
thsafety of passengers. The only drawback is that the buses doesnt have an Air
Suspension
3.7.8 VENAD EXPRESS
The Kerala State Road Transport Corporation (KSRTC) has taken a cue from their
counterparts in Kolkota. The KSRTC will introduce 25 new express service which
will provide mobile telephone services to its passengers. The long distance air-

25
conditioned service will also provide video entertainment facility to the
passengers,

3.8 KERALA URBAN ROAD TRANSPORT CORPORATION

Kerala Urban Road Transport Corporation

Founded 2014

Headquarters Kochi

Service area Kerala

Service type Local, limited-stop, express,

and BRT bus service

Operator Govt of Kerala

Website https://kurtc.in/

3.8.1OBJECTIVES:
Kerala Urban Road Transport Corporation (KURTC) is formed videGO(MS)
No.50/2014/ From Dtd. 05/07/2014 and inaugurated on 12/04/2015. The prime
objective is to promote Urban Mobility by providing safe, efficient,adequate,
economical, comfortable and properly organised system of Public Transport
services.

3.8.2. ABOUT:
Kerala Urban Road Transport Corporation (KURTC) is formed to uplift the city
public transport system in the state of Kerala. In the year 2008 Government of India
launched a scheme for funding to Urban buses under the Jawaharlal Nehru National
Urban Renewal Mission (JnNURM) with a concept that Urban Transport is the key

26
driver to our countries social and economical development and also to meet the
mobility needs of the people. Bus Transport play a vital role and is the best suited
public transport mode as its benefit reaches to all stake holders of the society. It
works as a great leveler and it is the sustainable transport medium. During the first
phase of JnNURM Thiruvananthapuram and Ernakulam corporations were selected
for implementation of Urban Transport system . 320 buses (80 A/C buses and 240
NON A/C buses) were allotted to these cities under this scheme. Among these 320,
50 A/C low floorbuses and 120 non A/C buses are plying at Ernakulam and 30 A/C
buses and 120 non A/C buses are at Thiruvananthapuram. The funding structure of
the project was 80% by Central Govrnment; 10% by State Government and 10% by
KSRTC.

3.9 PASSENGER
A passenger is a person who is travelling in an automobile, bus, train, airplane, or
other conveyance, especially one who is not the driver, pilot, or the like.
3.9.1 CUSTOMER SATISFACTION
Customer satisfaction is defined as a measurement that determines how happy
customers are with a company’s products, services, and capabilities. Customer
satisfaction information, including surveys and ratings, can help a company
determine how to best improve or changes its products and services.
An organization’s main focus must be to satisfy its customers. This applies to
industrial firms, retail and wholesale businesses, government bodies, service
companies, nonprofit organizations, and every subgroup within an organization.
3.9.2 IMPORTANCE OF CUSTOMER SATISFACTION.
 It’s a leading indicator of customer reputation repurchase intentions and
loyalty.
Customer satisfaction is the indicator of how likely a customer will make a
purchase in the future. Asking customers to rate their satisfaction on a scle of
1-10 is a good way to see if they will become repeat customers or even
advocates.
 It’s a point of differentiation.

27
 In a competitive marketplace where business complete for customers;
customers satisfaction is seen as a key differentiator. Businesses who
succeed in these cut-throat environments are the ones that make customer
satisfaction a key element of their business strategy.
 It reduces customer churn
An Accenture global customer satisfaction report(2008)found that price is
not the main reason for customer churn; it is actually due to the overall poor
quality of customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By
measuring and tracking customer satisfaction you can put new processes in
place to increase the overall quality of your customer service.
 It increases customer lifetime value.
A study by InfoQuest found that a “totally satisfied customer” contributes
2.6 times more revenue than a ‘somewhat satisfied customer’. Furthermore,
‘a totally satisfied customer’ contributs 14 times more revenue than a
‘somewhat’ dissatisfied customer’.
Satisfaction plays a significant role in how much revenue a customer
generates for you business.
Successful businesses understand the importance of customer lifetime value
(CLV). If you increase CLV, you increase the returns your marketing dollar.
 It reduces negative word of mouth.
McKinsey found that an unhappy customer tells between 9-15 people about
their experience. In fact, 13% of unhappy customers tell over 20 people
about their experience.
Customer satisfaction is tightly linked to revenue and repeat purchases. What
often gets forgotten is how customer satisfaction negatively impacts your
business. It’s one thing to lose a customer because they were unhappy. It’s
another thing completely to lose 20 customers’ because of some bad word of
mouth.

28
 To eliminate bad word of mouth you need to measure customer satisfaction
on an ongoing basis. Tracking changes in satisfaction will help you identify
if customers are actually happy with your product or service.
 It’s a cheaper to retain customers than acquire new ones.
This is probably the most publicized customer satisfaction statistic out there.
It costs six to seven times more to acquire new customers than it does to
retain existing customers.
If that state does not strike accord with you then there’s not much else I can
do to demonstrate why customer satisfaction is important.
Customers cost a lot of money to acquire. You and your marketing team
spend thousands of dollars getting the attention of prospects, nurturing them
into leads and closing them into sales.
3.9.3 OBJECTIVE OF CUSTOMER SATISFACTION.
 Understanding the expectations and requirements of your customers.
 Determining how well your company and its competitors are satisfying these
expectations and requirements.
 Developing service and /or product standards based on your findings.
 Examining trends over time in order to take action on a timely basis.
 Establishing priorities and standards to judge how well you’ve met these
goals.

29
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
Table 4.1 Gender

Cumulative
Gender Frequency Percent Valid Percent Percent
valid male 31 38.8 38.8 38.8
female 48 60.0 60.0 98.8
others 1 1.3 1.3 100.0
Total 80 100.0 100.0

FIG 4.1

INTERPRETATION

In the above table the researcher had identified that 60% of the respondent belongs
to Female and 38.3 % are Male and 1.3 belongs to other category.

31
Table 4.2. Education Qualification
Cumulative
Frequency Percent Valid Percent Percent
Valid below sslc
1 1.3 1.3 1.3

sslc 1 1.3 1.3 2.5

plus two 16 20.0 20.0 22.5
graduate 40 50.0 50.0 72.5
pg 18 22.5 22.5 95.0
others 4 5.0 5.0 100.0
Total 80 100.0 100.0

FIG 4.2
Interpretation
In the above table the researcher had identified that 50 % of researcher belongs to
graduate 22.50% belongs to PG 20% belongs to plus two 5% belongs to other
category 1.3 % belongs to SSLC and Plus two

32
Table 4.3. Age
Frequenc Valid Cumulative
y Percent Percent Percent
Valid less than
11 13.8 13.8 13.8
20
20-30 62 77.5 77.5 91.3
30-40 4 5.0 5.0 96.3
40-50 2 2.5 2.5 98.8
above 50 1 1.3 1.3 100.0
Total 80 100.0 100.0

FIG 4.3
Interpretation
in the above table it is showing that 77.5 % of respondent belongs to the age group
20-30 , 13.8 % belongs to less than 20, 5% belongs to 30-40 , 2.5% belongs to 40-
50, 1.3 % belongs to age group above 50.

33
Table 4.4.AnnualIncome
Cumulative
Frequency Percent Valid Percent Percent
Valid less than 20000 37 46.3 46.3 46.3
20000-30000 13 16.3 16.3 62.5
30000-40000 13 16.3 16.3 78.8
40000-50000 5 6.3 6.3 85.0
above 50000 12 15.0 15.0 100.0
Total 80 100.0 100.0

FIG 4.4

Interpretation
In the above table the researcher had identified that 46.3 % respondents are having
an annual income of less than 20000 , 16.30 % of respondent belongs to 20000-
30000 & 30000-40000 annual income group and 15 % of them are having an
income of above 50000 and 6.3 % of them are having an income of 40000-50000

34
Table 4.5. passenger group
Frequenc Valid Cumulative
y Percent Percent Percent
Valid students 46 57.5 57.5 57.5
business man 3 3.8 3.8 61.3
govt employee 3 3.8 3.8 65.0
private
16 20.0 20.0 85.0
employee
others 12 15.0 15.0 100.0
Total 80 100.0 100.0

FIG 4.5
Interpretation
Majority of the respondents belongs to students group ie, 57.5%, 20 % of them are
private employee, 15 % of them are on the other category &3.8% of them are on the
category business man & govt employee.

35
Table 4.6.awareness about kurtc
Frequenc Valid Cumulative
y Percent Percent Percent
Valid yes 63 78.8 78.8 78.8
no 17 21.3 21.3 100.0
Total 80 100.0 100.0

FIG 4.6
Interpretation
Majority of the respondents are aware about KURTC i.e., 78.8 % of them are aware
& 21.3% of them are not aware about KURTC.

36
Table 4.7. source of awareness
Frequenc Valid Cumulative
y Percent Percent Percent
valid friends 34 42.5 42.5 42.5
relatives 8 10.0 10.0 52.5
Newspaper
25 31.3 31.3 83.8
&journals
others 13 16.3 16.3 100.0
Total 80 100.0 100.0

FIG 4.7
Interpretation
34% of the respondents get awareness about KURTC from their friends, 25 % are
from newspaper and journals, 13 % from other source 8% from their relatives.

37
Table 4.8 Type of KURTC
Frequenc Valid Cumulative
y Percent Percent Percent
Valid a/c 30 37.5 37.5 37.5
non a/c 17 21.3 21.3 58.8
both 33 41.3 41.3 100.0
Total 80 100.0 100.0

FIG 4.8
Interpretation
Majority of the respondents are using both A/C and non A/C bus ie, 41.3% , 37.5
% are opting A/C buses & 21.3 % are opting non A/C buses.

38
Table 4.9 Type of journey
Frequenc Valid Cumulative
y Percent Percent Percent
Valid long time 52 65.0 65.0 65.0
short time 15 18.8 18.8 83.8
regularly 9 11.3 11.3 95.0
middle of
4 5.0 5.0 100.0
journey
Total 80 100.0 100.0

FIG 4.9
Interpretation
65% of them are using kurtc for their long journey ,18.8% for their short journey ,
11.3 % for their regular journey , 5% on their middle of journey

39
Table 4.10. Type of ticket facility
Frequenc Valid Cumulative
y Percent Percent Percent
Valid online 37 46.3 46.3 46.3
through dipo 5 6.3 6.3 52.5
at the time of
38 47.5 47.5 100.0
travelling
Total 80 100.0 100.0

FIG 4.10
Interpretation
Majority of the respondent use the ticket facility at the time traveling ie, 47.5% ,
46.3 % take ticket through online and only 6.3% are using taking ticket through
dipo.

40
Table 4.11.opinion on time schedule
Frequenc Valid Cumulative
y Percent Percent Percent
Valid highly
2 2.5 2.5 2.5
dissatisfied
dissatisfied 1 1.3 1.3 3.8
neutral 29 36.3 36.3 40.0
satisfied 44 55.0 55.0 95.0
highly satisfied 4 5.0 5.0 100.0
Total 80 100.0 100.0

FIG 4.11
Interpretation
55% of the respondents are satisfied on the time schedule of the bus ,36.3% of them
are having the opinion of neutral ,5% are highly satisfied , 2.5 are highly
dissatisfied and 1.3% are having the opinion of dissatisfied.

41
Table 4.12. seating arrangements
Frequenc Valid Cumulative
y Percent Percent Percent
valid highly
1 1.3 1.3 1.3
dissatisfied
dissatisfied 2 2.5 2.5 3.8
neutral 19 23.8 23.8 27.5
satisfied 44 55.0 55.0 82.5
highly
14 17.5 17.5 100.0
satisfied
Total 80 100.0 100.0

FIG 4.12
Interpretation
Majority of them are satisfied with the seating arrangements of kurtc ie’ 55% , 23.8
% are having the opinion of neutral ,17.5% are highly satisfied , 2.5% are
dissatisfied & 1.3 % are highly dissatisfied with the seating arrangement of
KURTC.

42
Table 4.13Cleanliness condition
Frequenc Valid Cumulative
y Percent Percent Percent
valid highly
1 1.3 1.3 1.3
dissatisfied
dissatisfied 4 5.0 5.0 6.3
neutral 22 27.5 27.5 33.8
satisfied 42 52.5 52.5 86.3
highly
11 13.8 13.8 100.0
satisfied
Total 80 100.0 100.0

FIG 4.13
Interpretation
52.5 % are satisfied with the cleanliness condition of kurtc,27.5% are having an
opinion of neutral, 13.8% are highly satisfied, 5% are dissatisfied , only 1.3 are
highly dissatisfied with the cleanliness condition of KURTC
.

43
Table 4.14. purpose of journey
Frequenc Valid Cumulative
y Percent Percent Percent
Valid official 6 7.5 7.5 7.5
business
4 5.0 5.0 12.5
man
education 32 40.0 40.0 52.5
shopping 4 5.0 5.0 57.5
other 34 42.5 42.5 100.0
Total 80 100.0 100.0

FIG 4.14
Interpretation
Here 42.5% are chosen the option of other for their purpose of journey, 40% are
using the bus for their education purpose, 7.5% for their official purpose ,5 % for
their business and shopping purpose.

44
4.15. Reason for preferring KURTC
Frequenc Valid Cumulative
y Percent Percent Percent
Valid distance 21 26.3 26.3 26.3
convenienc
41 51.2 51.2 77.5
e
cheaper
8 10.0 10.0 87.5
cost
others 10 12.5 12.5 100.0
Total 80 100.0 100.0

FIG 4.15
Interpretation
Majority of the respondents are preferring kurtc because of the convenience i.e. ,
51.2% , 26.3% are preferring because of the distance of travelling, 12.5 are for
other purpose , 10% are choosing this because of the cheaper cost .

45
Table 4.16. Any complaints on kurtc
Frequenc Valid Cumulative
y Percent Percent Percent
Valid yes 15 18.8 18.8 18.8
no 65 81.3 81.3 100.0
Total 80 100.0 100.0

FIG 4.16

Interpretation
Majority of the respondents are not having any complaints on KURTC, and only
18.8 % are having complaints on KURTC.

46
Table 4.17. About grievance redressal
Frequenc Valid Cumulative
y Percent Percent Percent
Valid yes 14 17.5 17.5 17.5
no 66 82.5 82.5 100.0
Total 80 100.0 100.0

FIG 4.17

Interpretation
82.5% are of the opinion of No about the grievance redressal of kurtc and 17.5%
are having the opinion of yes.

47
Table 4.18. Attitude &behavior of the conductor &drivers
Frequenc Valid Cumulative
y Percent Percent Percent
Valid highly
1 1.3 1.3 1.3
dissatisfied
dissatisfied 2 2.5 2.5 3.8
neutral 17 21.3 21.3 25.0
satisfied 53 66.3 66.3 91.3
highly satisfied 7 8.8 8.8 100.0
Total 80 100.0 100.0

FIG 4.18
Interpretation
66.3% of the respondents are satisfied with the attitude and behavior of the
conductor and driver ,21.3% are having the opinion of neutral, 8.8% are highly
satisfied ,2.5 are dissatisfied and 1.3% are highly dissatisfied .

48
Table 4.19. Prefer bus daily
Frequenc Valid Cumulative
y Percent Percent Percent
Valid yes 32 40.0 40.0 40.0
no 48 60.0 60.0 100.0
Total 80 100.0 100.0

FIG 4.19

Interpretation
Majority of the respondent doesn’t prefer the bus daily ,ie, 60% , and 40% prefer
the bus daily.

49
Table 4.20. choose the same bus regularly
Frequenc Valid Cumulative
y Percent Percent Percent
Valid yes 13 16.3 16.3 16.3
no 35 43.8 43.8 60.0
sometime 28 35.0 35.0 95.0
never 4 5.0 5.0 100.0
Total 80 100.0 100.0

FIG 4.20

Interpretation
Majority of the doesn’t prefer the same bus regularly ie, 43.8%, 35% of them chose
the same bus sometime , 16.3% says yes and 5% never chose the same bus
regularly .

50
Table 4.21. Opinion about the bus fair
Frequenc Valid Cumulative
y Percent Percent Percent
Valid highly
2 2.5 2.5 2.5
dissatisfied
dissatisfied 11 13.8 13.8 16.3
neutral 30 37.5 37.5 53.8
satisfied 35 43.8 43.8 97.5
highly satisfied 2 2.5 2.5 100.0
Total 80 100.0 100.0

FIG 4.21
Interpretation
43.8% are satisfied with the bus fair, 37.5% are having the opinion of neutral, 13.8
were dissatisfied, 2.5% are highly satisfied and 2.5% are highly dissatisfied.

51
Table 4.22. Speed of KURTC
Frequenc Valid Cumulative
y Percent Percent Percent
Valid highly
1 1.3 1.3 1.3
dissatisfied
dissatisfied 2 2.5 2.5 3.8
neutral 16 20.0 20.0 23.8
satisfied 51 63.7 63.7 87.5
highly satisfied 10 12.5 12.5 100.0
Total 80 100.0 100.0

FIG 4.22
Interpretation
63.7% ofthe respondents are satisfied with the speed of KURTC, 20 % are having
the opinion of neural, 12.5% are highly satisfied, 2.5 % are dissatisfied and 1.3 %
are highly dissatisfied with the speed of KURTC.

52
4.23. Opinion about the co- travelers
Frequenc Valid Cumulative
y Percent Percent Percent
valid bad 1 1.3 1.3 1.3
neutral 20 25.0 25.0 26.3
good 49 61.3 61.3 87.5
very
10 12.5 12.5 100.0
good
Total 80 100.0 100.0

FIG 4.23
Interpretation
Majority of the respondents are having the opinion of good on the behavior of co-
travelers i.e., 61.3% , 25% of them are saying that neutral , 12.5% are saying that
very good , & 1.3% are feeling bad on the behavior of co-travelers .

53
Table 4.24. Motive factor of KURTC
Frequenc Valid Cumulative
y Percent Percent Percent
valid high security 12 15.0 15.0 15.0
convenience 39 48.8 48.8 63.7
seating
8 10.0 10.0 73.8
arrangement
attitude of workers 3 3.8 3.8 77.5
attitude of co-
2 2.5 2.5 80.0
travelers
ticket fare 3 3.8 3.8 83.8
other 13 16.3 16.3 100.0
Total 80 100.0 100.0

FIG 4.24
Interpretation
48.8% are opted the KURTC because of the convenience ,16.3 % are on the other
reasons , 15% are saying because of the high security , 10% are attracted because of
the seating arrangement, 3.8% are chosen because of the attitude of co-travellers.

54
4.25 TESTING OF HYPOTHESIS

1) H0: There is no significant difference between satisfaction level of customer on

the basis of age.
Here One Way Anova was used to test the hypothesis by taking the satisfaction
level of customer as dependent variable and age as independent variable.

ANOVA

Sum of Mean
Squares df Square F Sig.
Between
275.519 4 68.880 8.347 .000
Groups
Within Groups 618.869 75 8.252
Total 894.387 79

Interpretation

The value of F is 8.347, which reaches significance with a p – value of .000 (which
is less than the .05 alpha values). This means there is a statistically significant
difference between satisfaction level of customers on the basis of age.

55
 2) H0: There is no significant difference between satisfaction level of customers
on the basis of passenger group.
Here One Way Anova was used to test the hypothesis by taking the satisfaction
level of customer as dependent variable and passenger group as independent
variable.

ANOVA

Sum of Mean
Squares df Square F Sig.
Between
34.399 4 8.600 .750 .561
Groups
Within Groups 859.988 75 11.467
Total 894.388 79

Interpretation:
The value of F is .750, which reaches significance with a p – value of .561 (which is
greater than the .05 alpha value). This means there is no statistically significant
difference between satisfaction level of customers on the basis of passenger group.

56
3) H0: There is no significant difference between satisfaction level of passenger on
the basis of education qualification.
Here One Way Anova was used to test the hypothesis by taking the satisfaction
level of customer as dependent variable and education qualification as independent
variable

ANOVA

Sum of Mean
Squares df Square F Sig.
Between
205.210 5 41.042 4.407 .001
Groups
Within
689.178 74 9.313
Groups
Total 894.388 79

Interpretation:
The value of F is 4.407, which reaches significance with a p – value of .001 (which
is less than the .05 alpha value). This means there is a statistically significant
difference between satisfaction level of passenger on the basis of education
qualification.

57
4) H0: There is no significant difference between passenger satisfaction in respect
of KURTC bus type.
Here One Way Anova were used to test the hypothesis by taking the satisfaction
level of customer as dependent variable and KURTC bus type as independent
variable

ANOVA

Sum of
Squares df Mean Square F Sig.
Between
32.386 2 16.193 1.446 .242
Groups

Within Groups
862.001 77 11.195

Total 894.387 79

Interpretation:

The value of F is 1.446, which reaches significance with a p – value of .242 (which
is greater than the .05 alpha value). This means there is no statistically significant
difference between passenger satisfaction in respect of KURTC bus type.

58
5) H0: There is no significant relationship between gender and satisfaction level.
Here Karl Pearson Chi-Square test was used to test the hypothesis.

Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-
89.238 26 .000
Square
Likelihood
21.037 26 .740
Ratio
Linear-by-
Linear 1.598 1 .206
Association
N of Valid
80
Cases

Interpretation:
Karl Pearson chi-square came out to be 89.238 and the significant value as .000.
This value being less than .05 (level of significance). Clearly indicate that there is a
significant relationship between gender and satisfaction level.

59
 6) H0:There is no significant relationship between cleanliness of KURTC
buses and reason for preferring KURTC.
Here Karl Pearson Chi-square test was used to test the hypothesis.

Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 21.548 12 .043
Likelihood Ratio 21.034 12 .050
Linear-by-Linear
5.053 1 .025
Association
N of Valid Cases 80

Interpretation:
Karl Pearson chi-square came out to be 21.548 and the significant value as .043.
This value being less than .05 (level of significance). Clearly indicate that there is a
significant relationship between cleanliness of KURTC bus and reason for
preferring KURTC.

60
 CHAPTER 4
FINDING, SUGGESTION AND CONCLUSION
On the basis of analysis, findings and suggestions have been evolved which are
recorded in this chapter. The findings are based on the data received from the 80
respondents.
FINDINGS
1. Most of them are aware about KURTC.
2. Students are the passenger group who use the KURTC service more.
3. The wide user of KURTC belongs to the income group which is less than
20000
4. People get awareness about KURTC from their friends than other source.
5. Passengers prefer both the a/c and non a/c buses.
6. Most of them prefer KURTC for their long time journey.
7. Most of them take their ticket at the time of travelling.
8. Most of them are satisfied about the facility provided by KURTC like the
seating arrangement, cleanliness condition, speed….
9. Many of them choose KURTC because of the convenience of travelling.
10. The complaint rates of KURTC are low.
11. Passengers are satisfied on the bus fair.
12. The Anova test shows that there is a statistically significant difference
between satisfaction level of customers on the basis of age.
13. The Anova test shows that there is no significant difference between
satisfaction level of customers on the basis of passenger group.
14. The Anova test shows that there is significant difference between satisfaction
level of passenger on the basis of education qualification.
15. The Anova test shows that there is no statistically significant difference
between passenger satisfaction in respect of KURTC bus type.
16. Karl Pearson Chi-Square test shows that there is a significant difference
between gender and satisfaction level.
17. Karl Pearson Chi-Square test shows that there is a significant difference
between cleanliness of KURTC and reason for preferring KURTC.
62
SUGGESTIONS
1. Government should arrange more awareness programs about the various
facilities granted by KURTC.
2. For making passengers to feel more secured while their journey introduce
addition security facility like seat belt, accidental insurance…..
3. Make a performance evaluation of employees and provide necessary reward for
their performance to encourage.
4. Arrange more bus service in local and rural areas.
5. Bring some special concession to daily passengers.

CONCLUSION

The project on A study on “passenger satisfaction of KURTC with special

reference to Nilambur Taluk” is undertaken to find the satisfaction level of the
passengers. The result of our study shows about the perception level of passengers
towards the usage of KURTC. From this study it is clear that majority of them are
satisfied with the various services provided by KURTC. In this context the kurtc
department should try to make its service as best there is strong culture in KURTC
local bus that is “passengers’ satisfaction is most important” but there are lots of
thing to accomplish it.
The behavior of personnel and specifically the behavior of bus drivers, frequency of
services, reliability of service as well as time and particularly waiting time and
cleanliness and conditions seemed to be the most crucial factors affecting customer
satisfaction within others. In order to achieve successive in maintaining standard
services of KURTC should try to add potential as well qualified workers.

63
BIBILIOGRAPHY

64
BIBILIOGRAPHY
 Thomas M K, (1945), Public Sector Bus Transport in India in the New
Millennium.

 Philip kotler (1999), Marketing Management

 Arun kumar, N Meenakshi, (2016), Marketting Management.

 K Venugopal, (2020), Research Methodology 


 K Venugopal (2019), Quantitative Techniques. 



WEBILIOGRAPHY
 
 http//:www.scrib.com
 https://en.m.wikipedia.org/wiki/Kerala_State_Road_Transport_Corporation
 https://www.dictionary.com/browse/passenger
 https://asq.org/quality-resources/customer-satisfaction#
 https://en.m.wikipedia.org/wiki/Kerala_State_Road_Transport_Corporation
 https://www.insightssuccess.in/indias-development-in-transports-and-its-
benefit-for-top-cities

63
QUESTIONNAIRE
 QUESTIONNAIRE

I am Neethu K K fourth semester Mcom [finance] student of Government College

Madappally. I am conducting a survey on the topic A STUDY “ON PASSENGER
SATISFACTION TO KURTC WITH SPECIAL REFERENCE TO NILAMBUR
TALUK”. I assure you that I will keep this information confidential and use only
for academic purposes.

Name:

Place:

1. Gender
Male
Female
Other
2. Education qualification
Below SSLC
SSLC
Plus Two
Graduate
PG
Others
3. Age
Less than 20
20-30
30-40
40-50
Above 50

i
4. Annual Income
Less than 20000
20000-30000
30000-40000
40000-50000
Above 50000
5. Which passenger group you belongs to
Student
Business Man
Govt employee
Private employee
Others
6. Are you aware about the facilities provided by KURTC?
Yes
No
7. How do you get awareness about the facilities of KURTC?
Friends
Relatives
Newspaper & journals
Others
8. Which type of KURTC you prefer more?
A/C
Non A/C
Both
9. For what type of journey you prefer KURTC more?
Long time
Short time
Regularly
Middle of journey

ii
10. Which type of ticket facility you prefer?
Online
Through Dipo
At the time of journey
11. What is your opinion regarding the time schedule of KURTC?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
12. Are you satisfied with the seating arrangements of KURTC?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
13. Are you satisfied with the cleanliness condition inside the bus?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
14. What is the purpose of your journey?
Official purpose
Business purpose
Educational purpose
Shopping
Others

iii
15. Reason for preferring KURTC?
Distance
Convenience
Cheaper cost
Others
16. Have you ever complained about any grievances to the official or transport
offices?
Yes
No
17. If yes did you get any grievance redressal?
Yes
No
18. Are you satisfied with the attitude and behavior of the conductor and
drivers?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
19. Do you prefer bus daily?
Yes
No
20. Do you choose regularly the same bus for your journey?
Yes
No
Sometime
Never

iv
21. What is your opinion about the bus fair?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
22. Are you satisfied with the speed of KURTC?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
23. What is your opinion about the co-travelers?
Very good
Good
Neutral
Bad
Very bad
24. Which factor motivates you more for choosing KURTC?
High security
Convenience
Seating arrangement
Attitude of workers
Attitude of co-travelers
Ticket fare
Others