Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
CHAPTER I
INTRODUCTION
INTRODUCTION
Evaluation is a systematic determination of a subject's merit, worth and
significance, using criteria governed by a set job standards. It can assist an
organization, program, project or any of the intervention or initiative to assess any
aim, realizable concept /proposal, or any alternative, to help in decision-making the
state of satisfaction depends on a number of both psychological and physical variables
which correct with satisfaction behaviour such as return and recommend rate. The
level of satisfaction can also vary depending on other options the customer may and
other product against which the customer can organization products.
India is democratic country, where the welfare of the people of the paramount
significance. The lion’s share of our revenue is spent for the service and development
of the people. These arc various services measure undertaken by the state, such as
railway, electricity, transport etc. The Kerala State Road Transport Corporation is one
of the vital public welfare unit owned and controlled by the state government. There
are altogether 213 officers, 28000 staff and 5133 other employees working under the
root of the corporation.
Following introduction of the Indian Economy, the state owned enterprise are
facing the biggest challenges ever. The services sector is almost facing closure
services for money seems to be new policy of the govt. through the corporation has
purchased buses or credit, there is no planning as for as its use is concerned. Sparring
across Parashala to Kasaragod K.S.R.T.C has 83 depots and 5 major workshops.
These offices and the chief which control if have expensed is the turn-around strategy
adopted by K. S.R.T.C identified problems and providing enhanced services is also
seen part of the turnaround strategy.
The schedule that K.S.R.T.C operates do not follow proper finishing. The
station master has to ensure timeliness at each depot. Which some drives are rash
Mar Elias College, 1
, Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
Compared to private buses drivers. Other are too slow and creates burden in
passengers. Compared to private buses K.S.RT.C is far behind in clear lines. This has
to be changed. Other problems includes during rain and damaged curtain .unless their
problems are given urgent attention passengers will be diver always from K.S.R.T.C
and the corporation will plunge in to deeper losses.
Punctuality in stills in passengers K.S.R.T.C should never forget their
principle. Even of the buses are delivered often repair on the buses do not departing
time. Again, the employees at the repair unit, leaves buses stranded at the garage. This
leads to cam collection of services. The corporation has however made a
commendable effort to reduce the incidents of accidents. Fixing of responsibility and
making employee accountable for their certain job could be one way K.S.R.T.C
should always be aware that it is a public utility service, meant to satisfy the
transportation of the public.
1.1 STATEMENT OF THE PROBLEM
The Kerala Sate Road Transport Corporation is one of the largest industries in
Kerala in the public sector. The study is based on the response of the public about the
quality of services provided by the K.S.R.T.C and its functioning. Is throws light on
the problems faced by the passengers who depend on K.S.R.T.C bus service.
Thus the study as “Evaluation of service quality of K.S.R.T.C bus service in
Muvattupuzha depot”.
1.2 OBJECTIVES OF THE STUDY
1. Measure quality of K.S.R.T.C bus service in Muvattupuzha depot.
2. To find out the problem that affects K.S.R.T.C in its working.
3. To find out the general inconvenience of the employees.
4. To identify the indifference of K.S.R.T.C employees.
5. To find out how to improve the efficiency of K.S.R.T.C services.
1.3 SIGNICANCE OF THE STUDY
The present study has been undertaken to assess the service quality of
K.S.R.T.C bus service in Muvattupuzha depot. In Muvattupuzha majority people
depends on K.S.R.T.C to meet their needs. In spite of such a large number of people
Mar Elias College, 2
, Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
using the service moister profits. This is inspire of government control. Some long
distance route are a monopoly for the K.S.R.T.C. the important study emphasizes the
fact that unless and until the problems is sorted out, heading medicines cannot be
administrated. This study, through short. Would help to pin point some of the
problems that are faced by the corporation and the public.
1.4. DATA COLLECTION AND RESERCH METHODOLOGY
The quality of the findings of the study will always on the methodology
adopted to conduct the study. So initially through the discussions with the officials of
K.S.R.T.C, relevant details and regarding the customers were collected. These details
helped in providing a base for formulating the questionnaire.
DATA SOURCES
The sources through which data were collected can be classified as:-
1. Primary data
2. Secondary data
Primary Data
Primary data are information specifically for the present study.
Primary data are useful for current studies as well as for future studies. Hence,
it should be collected with utmost care. The different method which is used for
primary data collection is observation method and personal interview.
The primary data for this study were collected from passengers and also from
Assistant Transport Officer of the Muvattupuzah Deport.
Secondary data
The secondary data for study were related to the industry and company which
were collected from K.S.R.T.C depot Muvatupuzha.
Official record of K.S.R.T.C depot.
Organizational manuals of the firm.
Websites
Mar Elias College, 3
, Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
The data collected primary and secondary data used in the preparation of the
report.
POPULATION
The population for the study was individuals travelling in the Kerala State
Road Transport Corporation from Muvattupuzha Depot.
SAMPLE SIZE
The sample is selected from travelling in K.S.R.T.C buses of Muvattupuzha
Depot. Sample size is 50 due to the time limitation and for the purpose of the study.
SAMPLING METHOD
Convenient sampling was used for the study. The data is collected from people
waiting for their buses for their travel at Muvattupuzha depot.
TOOLS OF THE DATA ANALYSIS
The data collected is conversed into percentage for the analysis. Result of the
analysis ids presented in tables and graphs for better understanding.
1.5 LIMITATIONS OF THE STUDY
1. In this customer survey some are not properly co-operative due to lack of time,
lack of interest and urgent calls they have to make.
2. The primary data required for the study has been collected mainly through
interview schedules. Therefore there is a chance of errors due to natural bias.
3. The sample as only from people who start their journey from Muvattupzha
station and not including the on board passengers.
Mar Elias College, 4
CHAPTER I
INTRODUCTION
INTRODUCTION
Evaluation is a systematic determination of a subject's merit, worth and
significance, using criteria governed by a set job standards. It can assist an
organization, program, project or any of the intervention or initiative to assess any
aim, realizable concept /proposal, or any alternative, to help in decision-making the
state of satisfaction depends on a number of both psychological and physical variables
which correct with satisfaction behaviour such as return and recommend rate. The
level of satisfaction can also vary depending on other options the customer may and
other product against which the customer can organization products.
India is democratic country, where the welfare of the people of the paramount
significance. The lion’s share of our revenue is spent for the service and development
of the people. These arc various services measure undertaken by the state, such as
railway, electricity, transport etc. The Kerala State Road Transport Corporation is one
of the vital public welfare unit owned and controlled by the state government. There
are altogether 213 officers, 28000 staff and 5133 other employees working under the
root of the corporation.
Following introduction of the Indian Economy, the state owned enterprise are
facing the biggest challenges ever. The services sector is almost facing closure
services for money seems to be new policy of the govt. through the corporation has
purchased buses or credit, there is no planning as for as its use is concerned. Sparring
across Parashala to Kasaragod K.S.R.T.C has 83 depots and 5 major workshops.
These offices and the chief which control if have expensed is the turn-around strategy
adopted by K. S.R.T.C identified problems and providing enhanced services is also
seen part of the turnaround strategy.
The schedule that K.S.R.T.C operates do not follow proper finishing. The
station master has to ensure timeliness at each depot. Which some drives are rash
Mar Elias College, 1
, Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
Compared to private buses drivers. Other are too slow and creates burden in
passengers. Compared to private buses K.S.RT.C is far behind in clear lines. This has
to be changed. Other problems includes during rain and damaged curtain .unless their
problems are given urgent attention passengers will be diver always from K.S.R.T.C
and the corporation will plunge in to deeper losses.
Punctuality in stills in passengers K.S.R.T.C should never forget their
principle. Even of the buses are delivered often repair on the buses do not departing
time. Again, the employees at the repair unit, leaves buses stranded at the garage. This
leads to cam collection of services. The corporation has however made a
commendable effort to reduce the incidents of accidents. Fixing of responsibility and
making employee accountable for their certain job could be one way K.S.R.T.C
should always be aware that it is a public utility service, meant to satisfy the
transportation of the public.
1.1 STATEMENT OF THE PROBLEM
The Kerala Sate Road Transport Corporation is one of the largest industries in
Kerala in the public sector. The study is based on the response of the public about the
quality of services provided by the K.S.R.T.C and its functioning. Is throws light on
the problems faced by the passengers who depend on K.S.R.T.C bus service.
Thus the study as “Evaluation of service quality of K.S.R.T.C bus service in
Muvattupuzha depot”.
1.2 OBJECTIVES OF THE STUDY
1. Measure quality of K.S.R.T.C bus service in Muvattupuzha depot.
2. To find out the problem that affects K.S.R.T.C in its working.
3. To find out the general inconvenience of the employees.
4. To identify the indifference of K.S.R.T.C employees.
5. To find out how to improve the efficiency of K.S.R.T.C services.
1.3 SIGNICANCE OF THE STUDY
The present study has been undertaken to assess the service quality of
K.S.R.T.C bus service in Muvattupuzha depot. In Muvattupuzha majority people
depends on K.S.R.T.C to meet their needs. In spite of such a large number of people
Mar Elias College, 2
, Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
using the service moister profits. This is inspire of government control. Some long
distance route are a monopoly for the K.S.R.T.C. the important study emphasizes the
fact that unless and until the problems is sorted out, heading medicines cannot be
administrated. This study, through short. Would help to pin point some of the
problems that are faced by the corporation and the public.
1.4. DATA COLLECTION AND RESERCH METHODOLOGY
The quality of the findings of the study will always on the methodology
adopted to conduct the study. So initially through the discussions with the officials of
K.S.R.T.C, relevant details and regarding the customers were collected. These details
helped in providing a base for formulating the questionnaire.
DATA SOURCES
The sources through which data were collected can be classified as:-
1. Primary data
2. Secondary data
Primary Data
Primary data are information specifically for the present study.
Primary data are useful for current studies as well as for future studies. Hence,
it should be collected with utmost care. The different method which is used for
primary data collection is observation method and personal interview.
The primary data for this study were collected from passengers and also from
Assistant Transport Officer of the Muvattupuzah Deport.
Secondary data
The secondary data for study were related to the industry and company which
were collected from K.S.R.T.C depot Muvatupuzha.
Official record of K.S.R.T.C depot.
Organizational manuals of the firm.
Websites
Mar Elias College, 3
, Customer Satisfaction and Service Quality of KSRTC Bus Service in Muvattupuzha Depot
The data collected primary and secondary data used in the preparation of the
report.
POPULATION
The population for the study was individuals travelling in the Kerala State
Road Transport Corporation from Muvattupuzha Depot.
SAMPLE SIZE
The sample is selected from travelling in K.S.R.T.C buses of Muvattupuzha
Depot. Sample size is 50 due to the time limitation and for the purpose of the study.
SAMPLING METHOD
Convenient sampling was used for the study. The data is collected from people
waiting for their buses for their travel at Muvattupuzha depot.
TOOLS OF THE DATA ANALYSIS
The data collected is conversed into percentage for the analysis. Result of the
analysis ids presented in tables and graphs for better understanding.
1.5 LIMITATIONS OF THE STUDY
1. In this customer survey some are not properly co-operative due to lack of time,
lack of interest and urgent calls they have to make.
2. The primary data required for the study has been collected mainly through
interview schedules. Therefore there is a chance of errors due to natural bias.
3. The sample as only from people who start their journey from Muvattupzha
station and not including the on board passengers.
Mar Elias College, 4
