A STUDY ON PASSENGERS' SATISFACTION ON BUS SERVICES' IN POLLACHI
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Journal of Information and Computational Science ISSN: 1548-7741
“A STUDY ON PASSENGERS’ SATISFACTION ON BUS
SERVICES’ IN POLLACHI”
Ms. K. Gowri., M.Com., M.Phil., PGDCA
Assistant Professor in Commerce
Rathinam College of Arts and Science, Coimbatore
Abstract
Today transport is the good performing sector hence road transport in India is operated by public
sector and predominately by private sector. In general, compared with the other modes of
transport bus transport and its services are more indispensable, convenient and very easy to
access. The majority of passengers prefer bus service for their transport purpose; hence, it is
necessary to fulfill their satisfaction and to provide a good quality of bus services. Passenger
satisfaction with transportation services can be placed in the framework of passenger interests.
The overall service quality of bus transport significantly increases, when they satisfied with the
services such as fare level, crime rate at bus station and the traffic safety record of the bus
operator. In this case, the problem can be suggested that an improvement of the service planning
and reliability has the greatest effect on global level passenger satisfaction. Realizing the
importance of the transport facility of the bus travelling between Pollachi to Coimbatore the
researcher has taken “A Study on Passengers’ Satisfaction on Bus Services’ in Pollachi (with
special reference to bus travelling between Pollachi – Coimbatore route).
Key Words-Predominate, Framework, Reliability, Realizing, Crime Rate
INTRODUCTION
The rural people as well as urban people have come forward to utilize the bus facilities largely. In
the present study, a genuine attempt has been made to ascertain the level of satisfaction and
utilization of bus by the passenger. The incremental improvements in the bus system to meet the
capacity requirements of different size cities. It is imperative that bus systems are planned such
that they satisfy the requirements of users as well as service providers within the limited source
constraints.
Bus transport is the most desirable and sustainable system from societal perspective. A well-
planned bus system can provide a high level of mobility to a large section of the population with
the least cost. A flexible, comfortable, easily available and reliable bus service may encourage
shift from private vehicles to public transport. Since travel demand varies overtime and space,
public transport systems often have underutilized capacity at non-peak hours and high road factor
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in peak hours. The objective of an efficient system is to meet the diverse demand and minimize
operator’s loss.
Growth of Indian Transport
India’s bus transport business is already huge the country ranks among the top-10 in the
world in the bus segment – with about 30,000 vehicles being sold every year. However, the
market for air-conditioned luxury coaches is limited, less than about 1,000. The luxury-bus
segment, however, is growing at a compound annual growth rate of about 25 per cent. Volvo Buses
India Private Ltd (VBIPL), the newly formed company of the European major, is targeting public
trans-port companies, starting with Karnataka. It has already won an order for 240 city buses
from the Karnataka government. Volvo buses can now be seen even on local routes in Bangalore.
The world’s largest selling bus manufacturer, Daimler-Chrysler, has a joint venture with Sutlej
Motors Ltd (SML), a Jalandhar-based bus body manufacturer. Production is to start by the end of
2008 in Pune on 100 acres of land acquired by Daimler-Chrysler especially for this project. The
joint venture is seen as a culmi-nation of an India visit by a high powered team from Stuttgart,
Germany, headed by Wolfgang Diez, the head of Daimler-Chrysler, buses and coaches
business unit.
In India, however, bus travel never really attracted affluent travelers. But there has been a sea
change in the surface transport business, with the construction of new international standard
expressways and national highways the deployment of luxury coaches, the establishment of
restaurants, restrooms and other facilities along many highways. As a growing number of
well-to-do Indians travel by coaches on holidays from Mumbai (to cities in Maharashtra,
Gujarat, Goa and Karnataka), Delhi (to Uttarakhand, Himachal Pradesh and Punjab) and
Bangalore (to Tamil Nadu, Kerala and Andhra Pradesh), entrepreneurs are building a chain of
smart restaurants and shopping malls, amusement parks and other entertainment outlets along
highways.
The change is evident right from the initial stage of booking tickets. In the past, booking a bus
ticket means visiting a roadside vendor or a hole-in-the-wall operator, who would issue a
hand-written receipt and ask the traveller to wait for the bus to arrive. Today, many private
and public transport operators offer Internet booking of seats on coaches. Portals like
MakeMyTrip and redBus.in offer bus ticket bookings on their sites. Passengers can book online,
pay through cards or internet-enabled bank accounts, and reserve seats in air-conditioned,
deluxe, sleeper and semi-sleeper buses across a score of cities in India. The e-tickets are like
the ones accepted by airlines and even Indian Railways a passenger can take a print-out of the
ticket and report at the bus terminus with an identity proof. Even state-owned corporations.
Bus Transport Services in Tamilnadu
Tamilnadu state transport department was transferred as the express wing of pallavan Transport
Corporation with effect from 15 Sep 1975. The express wing of Pallvan Transport Corporation
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was registered on 14 January 1980 and named as Triruvalluvar Transport Corporation.
Thiruvalluvar Transport Corporation started with 276 buses at the beginning and now renamed as
state express transport corporation ltd., at present state express transport corporation, Tamilnadu
limited provides one of the most affordable public transports to 2 lakh passengers per day.
It has a tradition of being a pioneer in several measures like introduction of online booking,
payment of credit cards, 10% discount on return journey, 10% discount for the senior citizens,
10% discount for group booking, zero waiting time, reservation of seats for ladies, 10% discount
on the reservation tickets against purchasing of one year valid of Rs 500/ card, introduction of one
week valid Rs 500 card to travel any bus in SETC and if passenger travel five times for a particular
destination the 6th time travel will be permitted at free of cost
STATEMENT OF THE PROBLEM
Transport plays a major role in the growth of an economy. Transport sector accounts for a share
of 8.4% in India’s GDP; there is different kind of bus passengers with different attitudes towards
the bus transport services. Passenger satisfaction with transportation services can be placed in the
framework of passenger interests. The passenger satisfaction with bus transportation can be used
to find reasonable solutions to the problems. The quality of bus services can be vital in making
this sector popular, attractive and of greater value relative to other modes to induce more people
to use it regularly. The inadequate facilities at bus stand were identified is the another sources of
dissatisfaction among passenger comfort level must be defied and standards established to ensure
appropriate services. The overall service quality of bus transport significantly increases, when
they satisfied with the services such as fare level, crime rate at bus station and the traffic safety
record of the bus operator. In this case the problem can be suggest that an improvement of the
service planning and reliability can be more convenient for transport operators because the service
planning and reliability has the greatest effect on global passenger satisfaction. The above-
mentioned advantages of passenger travelling pollachi to Coimbatore route led to the level of
satisfaction of passenger. The researcher identified the following questions:
1. What is the socio-Economic characteristic of bus passenger travelling between pollachi to
Coimbatore route?
2. What are the factors influencing the selection of bus by the respondent?
3. What are the levels of satisfaction perceived by passengers travelling Pollachi- Coimbatore
route?
Objective of the Study
To know the socio-economic characteristic of respondents travelling between pollachi to
Coimbatore in bus.
To identify the factors influencing to selection of bus by the respondent.
To identify the level of satisfaction perceived by the respondents travelling between
Pollachi to Coimbatore in bus.
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To offer suggestion to improve the bus services to the transport service provider.
METHODOLOGY OF THE STUDY
Area of the study:
In this research have been choose Pollachi to Coimbatore area.
Sampling Design
The population of the study consisting of bus service of Pollachi to Coimbatore and infinite in
nature. The researcher has adopted convenient random sampling method. A sample size of 200
respondents selected.
Data Collection
The study is research based on both primary and secondary data. The primary data were collected
from the passengers who had travelled in bus between pollachi to Coimbatore route. The secondary
data collected from the books, journals, magazines and internet.
FRAME WORK OF THE ANALYSIS
The research framework is constructed on the basis of the theories and objectives discussed above
in the aspect of passenger’s satisfaction.
Simple Percentage
Rank Analysis
Chi-square analysis
REVIEW OF LITERATURE
JohnManohar and Gurunathan (2010) In their study the parameters used for public transport
firms should parallel the categories of performance measurement that have been ado vacated by
transport performance researchers for decades; efficiency, effectiveness and impact. The
performance of the operator of the transport system providing service to the travelling public,
covering factors of production to increase output and to reduce the unit cost of production.
“Balanced scorecard” composed a set of measures to give managers a fast but comprehensive view
of their business.
Subbaih and Praveena (2011) in their study they state that minibus service has played an
important role in the rural and urban areas. Transport being the public utility service, the bus fare
is fixed not only based on cost consideration but also on the bases of other social factors. Main
feature of bus service provides better service to society. The main aim of bus service is to render
services to people effectively and efficiently. Transport services are vital for the development of
people, their importance mobility of labors significant contributing factor for economy
development of the country.
Aidoo, et al (2013) In their study they state that public transport plays a social role in the urban
environment; both public authorities and transport operators are involved in policy formulation
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and implementation in relation to transport services. By applying structural equation modeling
service attributes such as vehicle safety, cleanliness and complaint handling have significant
influences on passenger behavioral intentions. Bus traffic safety record is the most influential
service segment and determinant of overall service quality.
ANALYSIS AND INTERPRETAION
PREFERENCE OF PASSENGERS
NO.OF
FACTORS RANK
RESPONDENTS
Safety 143 I
Air freshener 68 VII
Affordable cost 90 III
Sophistication 45 XVIII
Quick time 78 V
Reduction in noise 52 XIV
Comfortable of seat 83 IV
Efficient 58 XI
Audio/ Video facility 91 II
Personal security 55 XII
Lighting facility 60 X
Quality of bus service 46 XVII
Safe journey 67 VIII
Visual appealing 40 XXI
Consistent 50 XV
No extra price during peak demand 54 XIII
Good transport 62 IX
Attraction 44 XIX
Bus stop frequency 71 VI
Personnel 26 XXII
Cleanliness 41 XX
Less accident made bus 48 XVI
Source: Primary data
The table shows that rank given by respondent based on their preference. Safety is the first factor,
Audio/video facility as the second factor, affordable cost factor as the third factor, comfortable of
seat as the fourth factor, quick time as the fifth factor, bus stop frequency as the sixth factor, air
freshener as the eighth factor, good transport as the ninth factor, lighting facility as the tenth factor,
efficient as the eleventh factor, personal security as the twelfth factor, no extra price during peak
demand as the thirteenth factor, reduction in noise as the fourteenth factor, consistent as the
fifteenth factor, less accident made bus as the sixteen factor, quality of bus service as the
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seventeenth factor, sophistication as the eighteenth factor, attraction as the nineteenth factor,
cleanliness as the twentieth factor, visual appealing as the twenty first factor and personnel as the
twenty second factor.
Thus, the passengers gave first rank to the factor, safety rather than other factors. In addition, level
of satisfaction based on time
AGE WISE CLASSIFICATION OF THE RESPONDENTS & LEVEL OF
SATISFACTION BASED ON TIME
X2 TABLE
TIME FACTORS DF S/NS
VALUE VALUE
Frequency 7.87 21.026 12 NS
Punctuality 12.41 21.026 12 NS
Speed 17.54 21.026 12 NS
Time keeping 10.45 21.026 12 NS
Waiting time for bus at
17.82 21.026 12 NS
terminal
Alternative arrangement 44.97 21.026 12 S
Source: Primary data
Note: DF-Degree of freedom(r-1)*(c-1) =12
S-Significant, NS- Not significant @ 5% level
It is inferred that the null hypothesis was accepted (i.e, no significant influence).Other Factors like
frequency, punctuality, speed, time keeping, waiting for bus at terminal. Whereas significant
influence like alternative arrangement the null hypothesis were rejected.
Most not significant factors are frequency, punctuality speed and waiting for bus at terminal and
significant factor is alternative arrangement.
GENDER WISE CLASSIFICATION OF THE RESPONDENTS&LEVEL OF
SATISFACTION BASED ON INSIDE APPEARANCE
INSIDE
X2 TABLE
APPEARANCE DF S/NS
VALUE VALUE
FACTORS
Cleanliness 4.63 9.49 4 NS
Bus comfort 2.46 9.49 4 NS
Seat availability 2.46 9.49 4 NS
Luggage track 9.62 9.49 4 S
Seat comfort 5.19 9.49 4 NS
Selling things 8.61 9.49 4 NS
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Source: Primary data
Note: DF-Degree of freedom(r-1)*(c-1) = 4
S-Significant, NS- Not significant @ 5% level
The table shows that null hypothesis was accepted (i.e, no significant influence) for
cleanliness, bus comfort, seat availability, seat comfort and selling things. Whereas significant
influence like luggage track the null hypothesis was rejected.
It is inferred that the most not significant factors are cleanliness, bus comfort, seat
availability, seat comfort and selling things and significant factor is luggage track.
MARITAL STATUS OF THE RESPONDENTS & LEVEL OF SATISFACTION BASED
ON SECURITY
X2 TABLE
SECURITY DF S/NS
VALUE VALUE
On board security 11.02 9.49 4 S
Personnel security 10.00 9.49 4 S
Stopping of bus in between place 7.9 9.49 4 NS
Source: Primary data
S-Significant, NS- Not significant @ 5% level
The table shows that the null hypothesis was accepted (i.e, no significant influence) for stopping
of bus in between place. Whereas significant influence like on board security and personnel
security the null hypothesis was rejected.
It is inferred that most not significant factor is stopping of bus in between place and significant
factors are on board security and personnel security.
FINDINGS
1. The majority of the respondents are Male.
2. Majority of the respondents are unmarried.
3. Majority of the respondent’s occupation are employee.
4. Majority of the respondent’s Educational qualification were Graduation/ Diploma level.
5. Majority of the respondent’s Annual income belong to below Rs 1, 00,000.
6. The chi-square analysis on level of satisfaction based on time compare with age.
It is inferred that the most not significant factors are frequency, punctuality, speed and waiting
for bus at terminal and significant factor is alternative arrangement.
7. The chi-square analysis on level of satisfaction based on inside appearance compare with
gender. It is inferred that the most not significant factors are cleanliness, bus comfort, seat
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availability, seat comfort and selling things inside the bus and significant factor is luggage
track.
SUGGESTIONS
Most of the respondents belong to the age group between 21-40 years were using the bus
service. For attracting the people who were above 60 years bus transport can provide
concession to them and they can reduce the over sound of audio without disturbing the
passengers.
More number of passengers were travelling in the bus daily, so it is necessary to maintain
the buses as well bus stand properly, it helps to retain the existing passengers and attracting
the new passengers for travel and for the survival of bus transport in the end.
During special occasions, they can provide extra bus facility for the convenience of the
passengers.
To provide excellent bus service, the quality of the bus service should be better; hence,
rash driving should be avoided.
Most of the respondents travel for their work. In order to increase the travel for other purposes
the bus might be stopped in between for the need of the passengers.
To increase the number of passengers in the government bus they should provide
entertainment facility so that the passengers do not get stress while travelling.
CONCLUSION
This study reveals that Passengers Satisfaction on Bus Services travelling between Pollachi to
Coimbatore route, it is concluded that most of the passengers prefer bus transport to travel between
pollachi to Coimbatore, mostly they prepare the private buses due to low cost. Transport services
are vital role for the development of people. The bus operators should render efficient services to
the satisfaction of the travelling public. It is also observed that the passengers are confronted with
many problems, so the bus operators should try to implement the suggestions to avoid problems,
so that they would be in a position to render efficient services to the travelling public .In order to
retain existing passengers and attract new passengers, it is recommended that policies relating to
passengers safety and comfort should be targeted.
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REFERENCE
1. Marfakhriah yaakub and Madzlannapiah “Quality of Service and Passenger’s Perception.
A Review on bus service in kotabhanu”, Online article, vol.11, 2011.
2. Subbaih .A and Praveena.R, “A Study on Passengers Attitude towards the Minibus Services in
Virudhunagar District” Indian Journal of Transport Management 2011.
3. Valavanamudhan,“Quality Function Deployment in Bus Transport Sector” 2011. Online
article.
4. Naresh CandraMathur, “Hydrogen-The Future Fuel for Buses”, Indian Journal of Transport
Management, 2011.
JOURNALS
1. Indian Journal of Marketing
2. Indian Journal of Transport Management
3. Management& change
4. Indian Journal of Public sector Management
5. International Journal for Traffic and Transport Engineering
6. International Journal of Physical Distribution & Logistics Management
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