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B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION

1CONSUMER PERCEPTION OF PEOPLE TOWARDS SURAT CITY BUS

Executive summary...

In the present business environment it is very difficult for any

business to survive. For survival every business unit has to differentiate it from

others and to give certain benefits to its customers and satisfied the need of

customers to keep doing business in long run.

In todays fast age, every person is always in hurry and it is not

possible for every person to travel in own vehicle, so there is a strong need of good

transportation service provider. Still today majority of the people travels by using

public transportation like bus, train, air, etc. I do this research repor t on SURAT CITY

BUS, Barmecha, Sun & Mahindra Travels with the objective that to studyconsumer perception of people towards surat city bus . The person as

passenger wants many facilities during travel like speed of vehicle, fair rate,

cleanliness, behavior of staff, comfortable sits, etc.

My research report consists of mainly 8 chapters along with

Bibliography and Annexure.

The first part consists of executive summary that explain in brief

the entire preparation of the research done during the two month of the projectperiod.

It is followed by an introduction of the industry that explains that

evolution of public transportation, ways of transportation, etc.

Next are company details that give detail information of Barmecha,

Sun &Mahindra Travel. When it was established, its organization structure,

objective, mission, performance, fee structure, facilities to passengers, etc. all the

information is stated.

The objective of my survey was to study consumer perception of

people towards Surat city bus. In this survey I have used personal survey method. I

collected the data from primary and secondary source. To know about perception of

passengers, I used questionnaire method as a tool of data collection.

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The population for this research I select is Surat city. The sample

size is 200 passengers for survey. And for survey I used convenience sampling

method.

After collecting data, I edit, tabulate and analyzed it properly, so

that one can understand easily. In the chapter of finding and analysis, I show that

how data analyzed, what is outcome of research, etc.

I also provided some suggestion to Barmecha, sun & Mahindra

travels that what should be done to increase the satisfaction & by providing such

facilities, what should be the effect in Surat city people as passengers.

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public transportation investment also declined during much of that period because of

the need for funds in the rest of the economy. As a consequence, by the early 80s

the transportation system in India was barely meeting the needs of the nation or

preparing for future economic growth.

Many roads, for example, were breaking up because of overuse and

lack of maintenance; railroads required new track and rolling stock. Ports needed

equipment and facilities, particularly for bulk and container cargo; and at many

airports the national civil airlines needed supporting equipment, including provision

for instrument landings. The government planned to devote percent of the Eighth

Five Year Plan 2 budget to transportation and communications, up from the

percent devoted to the sector during the seventh plan.

Although there is a large private sector involvement in transportation

in India, the government plays a large regulatory and developmental role. The

central government has ministries to handle civil aviation, railroads, and surface

transportation. Counterpart agencies are found at the state and union territory level.

Critical to improving the entire transportation sector in the late 0s is the ability of

the sector to adjust to the central government s national reform initiatives, including

privatization, deregulation, and reduced subsidies. The sector must also adjust to

foreign trade expansion, demographic pressures and increasing urbanization,technological change and obsolescence, energy availabi lity, and environmental and

public safety concerns.

Currently the passenger demand in the country is estimated at 000

billion passenger kms BPK/year . The elasticity of transport demand to P has

been assessed to be more than .2 % in case of passenger traffic by the World

Bank. Further almost 0% of the demand for passenger transport service is met by

the road transport sector.

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India public transportation

STATE & CITY TRANSP RTATI N BY ACR NYM

Karnataka State Road Transport KSRTC

Andhra Pradesh State Road Transport APSRTC

Assam State Transport

ASTC

Goa State Road Transport SRT

Gujarat State Road Transport

SRTC

Himachal Pradesh Road Transport RTC

Kerala State Road Transport KTC

Punjab State Road Transport PEPSU

Maharashtra State Road Transport MSRTC

Rajasthan State Road Transport RSRTCB

Tamilnadu State Road Transport TSRT

Jammu Kashmir State Road Transport KSRTC

Delhi Road Transport

TC

Uttar Pradesh State Road Transport

UPSRTC

Mizoram State Road Transport MST

Arunachal Pradesh State Road Transport APSRTC

Orissa State Road Transport SRTC

India transportation official websites Safe transportation

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WHATIS MEAN BY PERCEPTION?

Perception is the process, by which an individual

selects, organizes and interprets information inputs to create a meaningful

picture of the world around as.

In psychology and the cognitive sciences, perception is

the process of acquiring, interpreting, selecting, and organizing sensory information.

Methods of studying perception range from essentially biological or physiological

approaches, through psychological approaches to the often abstract through

experiments of mental philosophy.

HISTORY OF THE STUDY OF PERCEPTION:

Perception is one of the oldest fields within scientific

psychology, and there are correspondingly many theories about its underlyingprocesses. The oldest quantitative law in psychology is the Weber fetcher law,

which quantifies the relationship between the intens ity of physical stimuli and their

perceptual effects. It was the study of perception that gave rise to the gestalt school

of psychology, with its emphasis on holistic a Perception and reality approaches.

PERCEPTION AND REALITY:

Many cognitive psychologist hold that, as we move about

in the world, we create a model of how the world works. That is, we sense the

objective world, but our sensations map to percepts, and these perceptions are

provisional, in the same sense that scientific hypotheses are provisional. As weacquire new information, ourpercepts shifts. Abrahiam pais biography refers to the

asemplastic nature of imagination. In the case of visual perception, some people

can actually see the percept shift in their minds eye. thers, who are not pictures

thinkers, may not necessarily perceive the shape shifting as their world changes.

The asemplastic nature has been shown by experiment: an ambiguous image has

multiple interpretations on the perceptual level. ust as one object can give rise to

multiple percepts, so an object may fail to give rise to any percept at all: if the

percept has no grounding in a persons experience, the person may literally not

perceive it.

MEANING:

Perceptions vary from person to person. ifferent people

perceive different things about the same situation. But more than that, we assign

different meanings to what we perceive. And the meanings might change for a

certain person. ne might change one s perspective or simply make things mean

something else.

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the stimulus; such activities of the sense organs as effects of preceding stimulation;

the subject s past experience; attention factors such as readiness to respond to a

stimulus; and motivation and emotional state of the subject. Stimulus elements in

visual organization form perceived patterns according to their nearness to e ach

other, their similarity, the tendency for the subject to perceive complete figures, and

the ability of the subject to distinguish important figures from background.

Perceptual constancy is the tendency of a subject to interpret

one object in the same manner, regardless of such variations as distance, angle of

sight, or brightness. Through selective attention, the subject focuses on a limited

number of stimuli, and ignores those that are considered less important. epth

perception, considered to be innate in most animals, is produced by a variety of

visual cues indicating perspective, and by a slight disparity in the images of an

object on the two retinas. An absolute threshold is the minimal physical intensity of a

stimulus that a subject can normally perceive, whereas a difference threshold is the

minimal amount of change in a stimulus that can be consciously detected by the

subject. Recent studies have shown that stimuli are actually perceived in the brain,

while sensory organs merely gather the signals. William obelle s research, for

instance, has offered significant hope for the blind.

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Corporate profile of Company

They are not just a transportation service provider, but also a

responsible corporate citizen determined to manage there operations in the best

possible manner to serve the community

Brief Background of Orgn:

A Mahendra travel is vertically integrated multidimensional

enterprise that has successfully etched its presence on the Surat canvass for over

years with its spread across numerous activities. The growth of the group has been

commendable considering the wide range of its activities that span across a variety

of business segments Plying of School Buses, Plying of CN Buses for public

transport, iamond stud gold jewellery, Auto Finance and textile trading.

owever, the inner zeal and hard core efforts of the management

puts the roup a forerunner in the field of Public transport bu siness. The roupsforte lies in its ability to translate its vision into realities using the best of quality,

technology, people and successfully supervise each new venture undertaken.

The firm entered into public transport busin ess in the year

2000 by getting award of plying School Buses in the Surat City. The firm has been

awarded contract of plying school buses by number of schools to name a few are

elhi Public School, A Academy, Maheshwari Vidhyapeeth, S. . ain Modern

School, . . Ambani Saraswati Vidhya Mandir, Ryan International School and

P.R.Khatiwala Vidhya Sankul, Agrawal Vidhya Vihar etc..

Presently the company is operating a fleet of more than 200 school

buses In addition to that the company has been awarded contract of plying of CN

buses for Public transport in the Ahmedabad Municipal Corporation imits for ow

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Floor Buses and 20 Regular Size CN Buses .

They are also having contract of plying 200 CN buses as a Surat

city bus by Surat Mahanagar Seva Sadan.The company has successfully completed

more than years of its operations in the area of public transportation and theSchool Management as well as the parents at large are very happy with the

satisfactory services provided by the company. Now with the operational experience

of the said line the company wishes to expand its activities in this line.

Core Values:

Quality consciousness, innovative marketing strategies and loyalty to

fair practices has always been the group philosophy. The main values incorporated

by the roup include.

Cu

om

Focu

:

The groups efforts have been directed towards highest levels of

customer satisfaction. The progress achieved by them is largely due to their ability to

address and exceed customer satisfaction. It has always believed in assessing the

changing consumer preferences from time to time and redesigning its services

accordingly by continuously acquiring new skills and t echnical know how.

Creativity:

The group has always been driven by the quest to develop something

new and innovative. It constantly strives to develop better services which appeals to

its constantly growing customer base. This spirit has helped it evolve as a

trendsetter in its field of operations.

Integrity:

The roup has always ensured adherence to fair trade practices and

high levels of integrity. It believes in ethical behavior with all its schools, customers,

employees and external dealings.

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Growth:

The roup believes in sustained growth with stability. It aspires to

develop such a business strategies that shall propel growth along with increased

market presence in service arena. The aim is to make Mahendra Travels a dynamic,

successful and highly competent business house.

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growth of the firm. Besides, his foresight, his ambitious outlook and risk aware

approach have always ensured a stable and progressive base for the firm.

Presently, he monitors the operational, technical, marketing, finance

of the group. e has been associated to number of organizations/institutions ofdifferent walks of life and a well known figure of the city.

Current Strength:

1) CN Station at ambehanuman Road as a franchisee of ujarat as

Company.Anddaily Consumption of this Station: 16000 Kg of CN per day.

2) CN Station at Kharvarnagar, Udhna as a franchisee of ujarat as

Company. Anddaily Consumption of this Station: 000 Kg of CN per day.

) Fleet of 200 CN buses as a School Bus. And providing transportation

facilities to the students.

) Fleet of more then 2 0 CN buses as a City Bus in Surat & Ahmedabad,

Which serves for Surat city population.

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Services:

In the context of rapid growth of the city, increasing mobility, high

travel demand, increasing congestion, delays, accidents and other such problems,

public mass transport system of the city stands out as the most critical element.

The firm entered into public transport business in the year 1999 -

2000 by getting award of plying School Buses in the Surat City. The firm has been

awarded contract of plying school buses by number of schools to name a few are

elhi Public School, A Academy, Maheshwari Vidhyapeeth, S. . ain Modern

School, . . Ambani Saraswati Vidhya Mandir, Ryan International School and

P.R.Khatiwala Vidhya Sankul, Agrawal Vidhya Vihar etc..

Presently the company is operating a fleet of more than 200 school

buses In addition to that the company has been awarded contract of plying of CN

buses for Public transport in the Ahmedabad Municipal Corporation imits for ow

Floor Buses and 20 Regular Size CN Buses .

They are also having contract of plying 200 CN buses as a Surat

city bus by Surat Mahanagar Seva Sadan.The company has successfully completedmore than years of its operations in the area of public transportation and the

School Management as well as the parents at large are very happy with the

satisfactory services provided by the company. Now with the operational experience

of the said line the company wishes to expand its activities in this way for future.

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Pass system:

There were various options like Route Pass, aily Pass, Monthly

Pass, Student Pass etc. but the company decided to keep it simple with a single

pass for all priced at Rs. 0. This would enable the passenger to travel unlimited for

a month on any bus on any route. They have setup Instant Pass Centers at Railway

Station Terminal and Chowk Termianl of Surat City Bus Services to issue these

passes.

By issuing such type of pass which are mention above, You can able to

Travel unlimited for 0 days.

You Can Travel on any route at any time When you want.

So, This type of pass system provide multiple ourney in a Single ay.

Achievements:

City Bus has been started from the date of 2 th August, 200 . They

have successfully completed more than 12 months of our services. ere is the list of

there achievement during this year and there planning for next year.

As per instruction of Surat Mahanagar Palika, They have to run there

buses on the given 2 routes, out of which they have started with 18 routes at the

time of inauguration. Currently, They are operating 1 routes and the one remaining

route Cannel Route) has been cancelled by SMC.

They have started there services with the only 1 Terminal which is Rly.

Station Terminal, Currently, They are operating our services from 8 different well

equipped terminals which are as below:

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1. Station Terminal

2 .Kohinoor Terminal

. Chowk Terminal

. Udhna Station Terminal

. Amroli Terminal

6. Textile Market Terminal

. Rundhnaka

8. Sarthananaka

After the incident of finding bomb at various places in Surat city,

They have equipped there terminals with the Closed Circuit Cameras for the safety

of passengers. They have also appointed special team for checking buses after

each & every trip.

Currently, They are providing there services in such a way that the

passengers can find bus services at every -7 minutes on all the main roads and

major junctions of surat city. For increasing our reach to each & every pa rt of Surat

city, They are improving there services day by day. They targeting to reach

maximum peoples, so they can take benefits of it .

Average running per day of Surat City Bus is around 16,000

kilometer. That means total running of buses in last one year is 18, 0,000 km, which

is equal to one complete rotation around India .

aily around 0,000 passengers are using our services, that means

in last one year total of 1.75 Crore passengers has been served by them that is

more than the population of Mumbai city.

They have also placed suggestion box at each and every Terminals

for having suggestions from the passengers and to improve there services. Theywould like to know about there drivers driving habits, conductors behavior and

staffs response to the public for providing safe & reliable transportation service to

the citizen of Surat City.

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MISSIONANDVISION:

BARMEC , SUN & MA EN RA TRAVE s vision is to provide

efficient, safe, comfortable and affordable public transport in Surat city and its

mission is to make B, S & M Travel as the key contributor to the economic and social

growth of the City.

To do so, emphasis is being laid on improving delivery system and

by raising quality of services. The focus is to have passenger friendly initiatives and

as well strengthening the existing mechanism by capacity building and inducting

modern gadgets in the organization.

OBJECTIVES:

Customer service and growth are the key objectives. They shall

sustain and improve the outreach. They are alive to the challenges and opportunities

thrown up by the new environment. They are vigorously pursuing a process of

technological and managerial upgradation . They want to create value for all

stakeholders, public, employees, vendors, state government and fund providers.

There are mainly two types of objectives are as follow:

1. Primary bjectives

2. Secondary bjectives

1. Primary objective

The primary objective of my research is Study the Consumer

perception of people towards Surat City Bus

2. Secondary objective

To find out the purpose of people behind using city bus service everyday.

To know the perception of the people for Surat city bus.

To know those criteria which are seek by passenger from them.

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B LLE E B E T T

26C

N

C

N

L

A

A

C

B

ObjectiveTo Study Consumer Perception of People Towards

Surat City Bus

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y Units of analysis[who]

The units of analysis or the population member for this research

are the passenger who traveled through City Bus.

y Time duration [when]

For the research, I had time period of two month during which I

had to complete the research.

y Characteristics of interest [what]

The objective of the survey is to Study Perception of people

towards Surat City Bus, to measure the satisfaction I need to study the following

point:

The condition of buses

Routes of buses

Regularity of bus

Condition of bus station

evel of accident, etc.

2. Choice of research design:

Selection of research design is purely depends on kind of

research problem. Research esign is a specification of methods and procedures

for acquiring information needed for solving the problem. It is a master plan or a

model to conduct the formal investigations.

Exploratory research design

escriptive research design

Causal research design

For this research I used the escriptive Research esign,

as name suggests; the main objective is to describe something on customer

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satisfaction in my project report. At this stage the researcher build some idea about

sampling methods, source of data and method of data collection.

I have also used exploratory research design to some extent in the

beginning of my study. In this project the secondary and primary data are used in the

research design in my project is appropriate.

3. Determining the source of data:

For preparing any report we need the data as raw material, we can get

it either from primary or from secondary sources or it can be from both source. There

can be two main classifications of data sources

Primary data

Secondary data

I used primary data as well as secondary data at some extent. In my

project, I used primary data as a major source of information primary data as a major

source of information. Primary data was collected through survey with the help of

questionnaire as a research instrument, which provided very rich insight about the

research objective, Perception of people Surat City Bus.

I have also used the secondary data for initial study informa tion

about the type of bus, facilities in bus, different statistics, industry and company

detail, etc. were collected through secondary data from magazine, websites and

newspaper.

4. Designing data collection form:

To know Perception of people in the behalf of Surat City Bus. I

have to contact the passenger who traveled through City bus. I have to continence

them to co-operate and give their opinion. For this purpose I used the personal

survey method, in which I went to bus station and collect data. The benefit of this

method for me was:

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I was able to clarify any kind of doubts and queries immediately.

I immediately solved the problem of language and questions.

Because of using this method, there would be 100% accuracy.

The wastage of questionnaire was very less.

To collect their opinion I decided to collect the data by using

Questionnaire which is easy and convenient way to collect data. When preparing

questionnaire, the wording of question; number of questions, sequence of question

and type of questions would be followed.

About questionnaire:

There are total 13 question in one questionnaire.

I used the dichotomous or two choice questions, closed question, and open -

ended question.

The wording of questionnaire is easy to understand. I also printed the

questionnaire in ujarati language.

5. Determining the sampling decision:

It is not possible for me to meet all passengers and collect their

opinion. Because of time and financial limit I decided to go for sample survey to

overcome that problem.

For this research the sample unit was the passenger who came

to Surat Central bus station for getting the bus.

The population is all passengers who traveled by CITY BUS. it is

very difficult to decide the size of population. It was a very large population, I was not

able to meet all of them, and so I decided to collect data from those passengers who

came to Surat Central Bus Station.

I took sample of 200 units from entire population. it was so small

as compare to population but because of said limitation I had to select the sample of

200 passenger.

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For selecting sample unit, I used convenience sampling which

is one of the non-statistical methods of sampling. By this method, I asked any

passenger on bus station to fill up the questionnaire.

6. fiel

dwork to collect

data

:

When preparing a questionnaire in systematic form the field

survey process is start by using the personal survey methods. The time period for

field work was very less.

7. Editing andTabulation of data:

The collected data are needs to be checked whether it fill

properly or not. This activity was done by me on the day when I fill up the

questionnaire from the respondent. I removed some improper filled questionnaire,

there was need to edit some questionnai re.

After editing, the next step was to count the frequency of

responses for each of the questions in all the questionnaires. The frequency was the

tabulating in proper format. I tabulate all the data. Tabulation means c ount the

number of frequency of answer getting by respondent. The tabulated data was used

for analyzing.

8. Processing and analyzing the collecteddata:

After the ending of field survey and tabulation, the next step

is processing and analyzing the collected data. For analysis of data, I used the

percentage method of analysis. Tables and graphs were used to present the

complied data. After tables and graphs, finding and analysis follows which are

shown in chapter of finding and analysis.

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::Limitation::

uring survey, some respondents answered to question seriously but there

are chances that some respondents have answered without seriousness.

Thus to extent result of finding may vary.

Some of the respondents were not willing to give their suggestion. They are

all not interested.

To prepare such kind of project time limit and money are biggest problem to

over come, as the time allocated is very short.

I could not find any project similar to my project so, I found difficulties in

finding relevant information.

I could not find any more relevant information from newspaper, magazines,

etc.

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::Finding andAnalysis::

The research will be meaningless if the data are not properly

analyzed. In this chapter, there are objective, analyses of each question of

questionnaire, proper interpretation. From the questionnaire I get raw data, when I

analyze the data than it will become able to present. After analyzin g the data one

can find the solution for the problem. For changing beliefs and inerstate of people.

So, it can be useful to solve the problem.

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INTERPRETATION:

From the above table and chart, we can say that most of the

people are like to travel by Surat City Bus, There are of total population which are

related to my filed work are like to travel by city bus: But of total filed work who are

all not like to travel by city bus. Because they may have there own vehicles or may

use other transportation service like autorickshow. So, Barmecha, Sun & Mhendra

Travels have tried to provide better facilities than at present , And also make effort to

attract new passenger by various schemes. So that can be useful to change the

perception of people of surat city.

QUESTION: 2

ave You Ever Travel By Surat City Bus

Yes No

OBJECTIVE:

To know that, ow frequently people use city bus. The abit of people for using City

Bus. Whether they travel by city bus or not.

TABLE

F

ES 8 64

NO 8 36

TOTAL

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B LLE E B E T T


T BLE:

Frequency Total

nce in a day 9 5

Twice in a day 7 5

Five times in day 21 5

ore than five times 15 7 50

GRAP : 3

INTERPRETATION:

om t ove t le t, we t t most of t e

passenger travel twi e ina ay, t erearenot so ighpassengerwho travel more

than five times ina ay. so ity B shave try tomaintain itsregularpassenger, also

makeeffort toattract newpassenger yvariousschemes. 34.5% people travel Once

ina ay, socompanyshoul have try toattract them to travel regularlymore than

once ina ay.

0

10

20

30

40

50

60

70

80

Onceinaday Twiceina Day Fivetimesin

day

Morethanfive

times

FrequencyofpeopletouseCityBus

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Fr m th ab ve graph e sa that there is 51.5% f total research

populatio ho believes that the services hich are provi e cit bus is goo , & 9.5% are

believe thatthey are a very goo service provi er. But 17% means 34 people among 200 ho

feel very bad forthe service. Sothe graph sa s the total frequency of people perception.So

CITY BUS have try to maintain its regular passenger, also make effort to attract that

people who feeling bad for service .

QUESTION: 5

Fair, hich are charging by city bus.

Very high

Economical

Very reasonable

OB ECTIVE

To know the perception towards fair. What they all perceiving inner state of there

mind.

TABLE

F

V i 38

E i l 63.

V R bl 3 .

GRA

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B R.C.M. COLLEGE OF B SINESS ADMINISTRATION


INTERPRETATION:

As show in above graph, there more than 60% of people are feeling that the

rent which charging by city bus is Economical rate.They elieve that city us ischeaper

thanother. But there are 19% of my total research population means 38 people out of 200

believe such

like that t

he rent is very

hig

h. But 19% people

,w

hich

more than 17.5%believe

rent is very reasonable. So, we can say that rent is charging by city bus is OK. Inactual

situation, the fairrate is uite lowascompare toprivatevehicles.

QUESTION: 6

Time management of Surat city bus is.

Irregular

Regular

Excellent

OBJECTIVE:

19%

63.5%

17.5%

Pecentagerateofperceptionfor

service

Very High

Economical

Very Reasonable

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Theobjectivebehindasking this uestionwas toknowpassengersarecomfortable

with timingofbusesornot.

TABLE:6

Frequency Percentage

Irregular 71 35.5%

Regular 82 41.0%

Excellent 47 23.5%

GRAP : 6

INTERPRETATION:

About 41% passengers are comfortable with the timing of buses and

23.5% passengers are much satisfied with timing of buses. There may be some passengers

internal problem like, time of job, distance from station, etc. There are 35.5% people are not

satisfied with timing. So city bus should have tries to satisfy them.

QUESTION:7

0

10

0

30

40

0

3 . %

41%

3. %

Timei c m r a le to pa e ger

or not

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What you feel forthe size of city bus?

Small

Medium

Large

OB ECTIVE

The objective behind asking this question is to know about perception for size of city bus.

Whether people are comfortable with size of bus or not.

TABLE

F

S ll 6 8

M i 3 6

L 4

GRA

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INTERPRETATION:

From the above graph,we saw that there are 130 out of 200 means 65%

people are comfortable with the medium si e of bus. There are 56 people believes that the

si e of bus is small & the rest who feel si e is large. But from search most of people feeling

the si e of bus is small and medium. So company need to increase number of buses with

large si e. So can that it Is help to serving people.

QUESTION: 8

According to you, Sitting arrangement of city bus is.

Very Bad

Bad

Good

Very Good

OBJECTIVE:

0

0 100 1

0

Small

Me

i m

Large

Freq encyofperceptionofpeople

for SIZE

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The objective of this question is to know perception of people for sitting arrangement means

si e of seat and its arrangement inside bus.

TABLE: 8


VeryBad 22 11%

Bad 38 19%

Good 124 62%

Very Good 16 08%

GRAPH: 8

INTERPRETATION:

0

20

0

60

80

100

120

140

V Bad Bad Good V Good

Frequencyofpeopleperceptionfor

SittingArrangement

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Majority of the passenger are not satisfied with the sitting

arrangement of bus. The above graph showing the frequency of people perception for city

buss sitting arrangement. Majority of people near about 60% having opinion on sitting

arrangement is good. There are 22 person are feeling very bad & only 16 outof 200 means

8% who feels very good. So according this research company needs to make wide buses with

comfortable seats.

QUESTION: 9

What do you feel for Cleanness inside the bus?

Dirty

Good

Sparkling

OBJECTIVE:

The objective behind asking this question is to know the feelings of people for

cleanness inside bus. Because many buses having dirty seats & people also

spitching in bus.

TABLE

F

Di 4 .

G 6 .

Sp kli .

GRAPH: 9

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INTERPRETATION:

Here ismajorityofpeopleperception is forcleanness is 6 .5%

means 1 5 peopleout of .Sowecansay that citybushavingcleanness inside

bus. But 7% having feeling that: there isdirtiness inbus. And fewof total population

out of are feeling so clean. So, according to this company need to increase

cleannessbetterthanat present.

QUESTION: 10

hethercitybusneeds toprovidemorebusstand inourresidential Area?

Yes

o

OBJE TIVE:

0

10

20

30

40

50

60

70

Dirty Good Sparkling

PercentageofCleannessinsideBus

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Theobjective forasking this uestion is toknow theperceptionof audienceneeds

from Surat ity Bus.

TABLE:10


Yes 167 83.5%

No 33 16.5%

GRAP : 10

INTERPRETATION:

0 50 100 150 200

Y

No

FrequencyofBus StandNeed

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In this graph we saw that the demand of bus stand in local

residential areas. So we can say that city bus have to increase the number of bus

stand in common Areas of Surat city. Because people are not found any bus stand

where from they want to go. So from this small research we can able assume that

the demand of total Surat city. The people who use city bus every day; are all really

look for bus stand in there residential area.

QUESTION: 11

The pass system provide by city bus is good

DEGREE OF ACCEPTANCE

Fully Agree

Agree

Natural

Disagree

Fully Disagree

OBJECTIVE:

The objective behind this question is to saw degree of acceptance for pass system;

means whether they are agreeing to this statement or not. To know there perception

for pass system of Surat City Bus.

TABLE

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Fully Agree 58 29.00%

Agree 53 26.50%

Neutral 44 22.00%

Disagree 28 14.00%

Fully Disagree 17 08.50%

GRAP : 11

INTERPRETATION:

Herewe saw inabovegraph that there isdifferent degreeof

acceptanceofeach individual ofmyresearchunit. Thereare 9% of total population

is fullyagreed to thisstatement; because theybelieve that passserviceof citybus is

good. But very important thing is that thereare % arewhoareremainingneutral.And .5% of unit are fullydisagree to thisstatement.

QUESTION: 1

29%

26.5%22%

14%

8.5

%

Percentage ofDegree ofAcceptance

FullyAgree

Agree

Neutral

Disagree

Fully Disagree

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Rating the services which are providing by Surat city bus.(1to5)

Pass system

Bus stand

Sitting Arrangement

Time punctuality

Cleanness

OB ECTIVE

Objective ofthis question is to knowthe different believes of different service which provide

by Surat city bus. Sothey rating service in the scale 1 to 5 according tothere inner state of

there mind.

TABLE

3 4 T l

S 8 8 44 3

B S 3 6

Si i A 6 4 4 4 4

Ti li 36 48 4

Cl 3 6 34

GRAPH: 12

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INTERPRETATION:

Here inabovegraphwesaw that thedifferent ratingprovided

by peopleby thereownway. Thisgraphsaws theperceptionofpeople. Inwhich

passsystempeopleprovidedrateas 5 , , 44, 17, 53, means thereare 5 per son

whoputs 1strank forpasssystem & 17 personwhogives 4thrank topasssystem.

Soaccording thisall ratesareprovidedby peoplewhich isunit ofmyresearch

process to pass system is similar to other elements like Bus Stand, Sitting

Arrangement, Time Punctuality, leannessasshowsabove.

QUESTION: 13

Provide your suggestion for Surat City Bus

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________

OBJECTIVE:

0

10

20

30

40

50

60

70

80

Pass System Bus Stand Sitting

Arrangement

Time

Punctuality

Cleanness

58

72

56

1923

28

35

24

36

16

44

55

42

48

34

17

26

5452

5553

12

24

45

72

Rating ofServices of SuratCityBus

1

2

3

4

5

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Toknowhowmanypassengerwant togivesuggestion to Surat ity Bus, andwhat

kindofsuggestion theyprovide.

TABLE:13


Provide 81 40.5%

Donot provide 119 59.5%

GRAP : 13

INTERPRETATION:

Only 4 % passenger ready togivesuggestion to Surat ity Bus, Thesuggestionsgivenby themareasunder:

Suggestions:

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Provide Donot Provide

40.50%

59.50%

PercentageofSuggetion

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Time management Regularity

improve number of bus

Improve facilities in the bus

Provide Bus stand for all residential places

Modernization of CITY BUSs department

Easy reservation

Keep clean bus stations

Improve the driving of bus

Improve management of bus

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::Finding::

From the analysis of data, I found the following points related to perception of people

towards Surat City Bus:

Majority of the passengers perception for city bus is good means there are

75% people like to travel by bus.

There is 82% passenger travel regularly, But 18% passengers are not travel

for a single time.

There is 34.5% people travel once in a day, 7.5% people who are travel more

than 5times in a day.

There are 51.5% people who feels that the service provide by them is good,

but 17% peoples very bad for that.

63.5% peoples believe that the fair rate is economical.

For time management of city bus, 35.5% who feels that the time punctua lity is

not good.

Majority of total population of research who feels size of bus is medium, but

28% feels small.

There is 62% people believes for sitting arrangement is good, 19% feels bad.

27% of100% who feels dirtiness inside bus.

There is 83.5% peoples demand for Bus Stand in Residential Area.

About 73% passengers find the bus for the route where they want to go, while

others can not get.

Many passengers could not reach at time by using City bus.

Passengers are satisfied with the condition of bus. But according to them sits

are not so cleaned and comfortable. The noise of engine is high, windows are

not so protective.

57% Passenger are feel good for the rate of ticket.

Passengers are not so dissatisfied with the stoppage time of bus on the

station and in between the stand during traveling.

Many passengers not satisfied with the standing of bus, they say that bus was

not stopped where they want.

The pass issue process of city bus is easy according to passenger who have

bus pass.

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Majority of the passenger choose city bus for travel because it is cheaper

than other, time is comfortable, available at near place, etc.

The passenger is dissatisfied with facilities like chairs and benches .

According to passenger, the reason for increasing passenger by city bus is

that, regular timing, good condition of bus, good management, etc...

About 40% passengers want to give suggestion to city bus service. They give

suggestion like, regular timing, improve condition of bus and station, increase

the number of buses, etc.

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::Conclusion::

From the finding showed in previous chapter, I conclude following thing:

In transportation industry, passenger or customer can satisfy by good services and

facilities. By getting opinion from the passengers traveled in city bus, I found that city

is providing good services to its passenger.

1)Routes of bus:

Majority of the passenger can get bus for the place where they want to go. So there

is no more dissatisfaction among passenger with the route. I also get suggestion

from passenger that city bus should run buses for all possible routes.

2)Timing of bus:

Passenger is not so satisfied with the timing of bus. More than 40% passenger is not

comfortable with departure time of bus, and many passengers c an not reach at time

by using city bus. ne of the main reason for may be loosing passenger is irregular

time of bus.

3) Con

ition of bus:

According to passenger the condition of bus is not very poor. The sits are not

properly cleaned and uncomfortable. The passenger get bored with the high noise

and vibration of engine, the efficiency of engine is not so good. Majority of the

passenger experienced breakdown in bus during traveling.

4)Fair rate:

Most of the passenger travels in city bus because the rate of ticket is low as

compare to others.

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5)Stoppage of bus:

The stoppage time of bus on station is proper as said by pass enger, majority

of passenger say that the bus stopped where they want. So we can say that

passengers are satisfied with the stoppage time of bus. They perceived good.

6)Safetyin bus:

The level of accident is not so high in city bus, and there is also arrangement

for safety of passenger said by 55% passenger.

7)Reason for loosing passenger:

According to passenger the reason for decreasing passenger in city is as

following:

Bad Condition of bus

Breakdown of bus

Not cleaned station

ess no. of buses

Irregular timing

ther private vehicle are good

Bad driving

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::Suggestion::

I provide following suggestion to city bus with the help of opinion collected frompassengers:

The first and very essential suggestion I want to give is that maintain time

regularity.

The condition of bus should be improved in terms of comfortable of seats,

windows, engine, size etc.

The facilities in the bus need to be improved.Provide bus for all possible route, as well as in residential areas.

Increase the number of bus.

Increase awareness about new buses like, CN , Video coach, because

majority of the passenger ever not traveled in that type of buses.

Clean the buses regularly.

The city bus terminals need to be modernized.

Ticket and reservation should be available from many public places .

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::Bibliography::Websites:

www.suratcitybus.com

Books:

Marketing Management: - By Philip Kotler

Marketing research: - By G.C. Beri

Organizational Behaviour By L.M. Prasad.

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Annexure

b, s & m repot

Documents