Survey report on GSRTC customers' satisfaction.

INDUSTRIAL SOCIOLOGY
1
A
Project Report
On
“A STUDY OF GSRTC BUS CUSTOMER SETISFACTION LEVEL”
In partial fulfillment of the
Requirement for the degree of
DEPARTMENT OF HUMAN RESOURCE DEVELOPMENT
Submitted by
NAME:- HARSH VIJAYKUMAR TAMAKUWALA
ROLL NO:- 99
DIVISION:- B (Semester-1)
Submitted to
Prof. Falguni Jani
VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT.

2
ACKNOWLEDGEMENT
I (Harsh Tamakuwala), take this opportunity to thank my guide Prof.Falguni Jani who assigned
me this below mentioned project topic and helped me at every step during the preparation of the
work of study “To study perception of people of Surat towards various services provided by
GSRTC”.I am here by, grateful to him. Writing this report appeared to be a great experience to
me. It added a lot to my knowledge while I was working on this project. If I say that this project
is one of my memorable experience in student life, than it would not be wrong.
The project report could never been accomplished without the guidance and cooperation from
my respected faculties. All the faculties have been a constant source of inspiration and I sincerely
thank them for their suggestions and help to prepare this project.
Finally, it is my foremost duty to thank all my respondents, who helped me to complete my
fieldwork, without whom this project was not possible.

3
DECLARATION
I, Harsh Tamakuwala, declare that this project report entitled “To study the perception of
people of Surat towards various services provided by GSRTC” is the result of my own
work carried out during August to September 2014 and has not been previously
submitted to any other university or institute for any other purpose by me or by any other
person.
Harsh Tamakuwala
ROLL NO: 99
SIGN:

4
EXECUTIVE SUMMARY
The title of the project is “A STUDY OF GSRTC BUS CUSTOMER SETISFACTION
LEVEL”. In this aspect the detailed analysis is done against this key aspect to understand
satisfaction of people that whether people have appropriate knowledge of and attitude towards
various service provided by GSRTC. This thesis work gives insights on awareness and
satisfaction of people towards GSRTC. In Gujarat, people expect GSRTC to be more efficient
and easily available at low cost. GSRTC is running since 1st march, 1960 but there are already
many private players and railway who had made their feet firm in the competitive market and
hence to identify their attitude towards using GSRTC rather than and private Bus service
providers.
The required primary source of data is collected from people staying in Surat through
personal surveys in making key decisions while consuming and selecting GSRTC.

5
TABLE OF CONTENT
SR NO TOPIC P. NO.
DECLARATION
ACKWNOLEDGMENT
EXECUTIVE SUMMARY
1. INTRODUCTION
Introduction to Transportation Industry
Introduction to GSRTC
2. LITRETURE REVIEW
3. RESEARCH METHODOLOGY
Research Objectives
Population
Sampling: Technique, Samples
Data collection: Types of Data and instruments used
scope of research
4. DATA ANALYSIS
5. CONCLUSIONS

6
INTRODUCTION
1. Introduction to Transportation industry of India
Transport in the Republic of India is an important part of the nation's economy. Since the
economic liberalization of the 1990s, development of infrastructure within the country has
progressed at a rapid pace, and today there is a wide variety of modes of transport by land, water
and air. However, India's relatively low GNP per capita has meant that access to these modes of
transport has not been uniform.
Despite ongoing improvements in the sector, several aspects of the transport sector are still
riddled with problems due to outdated infrastructure and lack of investment in less economically
active parts of the country. The demand for transport infrastructure and services has been rising
by around 10% a year with the current infrastructure being unable to meet these growing
demands. According to recent estimates by Goldman Sachs, India will need to spend US$1.7
trillion on infrastructure projects over the next decade to boost economic growth, of which
US$500 billion is budgeted to be spent during the Eleventh Five-Year Plan.
The oldest Indian state transport undertaking is North Bengal State Transport Corporation
founded by the Raj Darbar of Koch Bihar Kingdom regime on 1 April 1945 with 3 buses and 3
trucks.It is still vibrant and running, providing service to commuters of North Bengal region.
Buses take up over 90% of public transport in Indian cities,and serve as a cheap and convenient
mode of transport for all classes of society. Services are mostly run by state government owned
transport corporations. However, after the economic liberalization, many state transport
corporations have introduced various facilities like low-floor buses for the disabled and air-conditioned
buses to attract private car owners to help decongest roads.Bangalore was the first
city in India to introduce Volvo B7RLE intra-city buses in India in January 2006.Bangalore is
the first Indian city to have an air-conditioned bus stop, located near Cubbon Park was built by
airtel. The city of Chennai houses one of Asia's largest bus terminus,the Chennai Mofussil Bus
Terminus. In 2009, the Gov of Karnataka and the Bangalore Metropolitan Transport Corporation
flagged off a pro-poor bus service called the Atal Sarige, aims to provide low-cost connectivity
to the economically backward sections of the society to the nearest major bus station.

7
Company profile
Introduction to GSRTC
Parent Government of Gujarat
Founded May 1, 1960
Headquarters Central ST Workshop, Naroda, Ahmedabad
Service area Gujarat
Service type Bus
Daily ridership 2324000 (2009-10)
Annual ridership 848 Million (2009-10)
Fuel type Diesel, CNG
Chief executive Shree Mukesh Puri
Website www.gsrtc.in, www.gujaratsrtc.com

8
Introduction To GSRTC
Gujarat State Road Transport Corporation (GSRTC) is a passenger transport organization
providing bus services both within Gujarat and neighboring states.
GSRTC came into existence on 1st May, 1960 on formation of Gujarat. From a modest
beginning of 7 divisions, 76 depots and 7 divisional workshops and a fleet of 1,767 buses it
has gone to,
16 Divisions
126 Depots
226 bus stations
1,554 pickup stands
8,000 buses
This remarkable growth is an outcome of unflagging effort of more than 50,000 workforce,
dynamic management and sustained support from the state govt. It has built up formidable
technical facilities.
These are:
Three level maintenance and repair facility- 126 depot workshops, 16 divisional
workshops and a central workshop.
7 tire retreading plant.
Bus body building plant (1000 bus bodies/ year).
Ticket printing press.
GSRTC provides a variety of services, these includes
Mofussil Services connect major cities, smaller towns and villages within Gujarat.
Intercity Services connect major cities - Ahmadabad, Vadodara, Rajkot, Surat and
Navsari. These provide a quick and cheap mode of transport.
Parcel Services are available for transporting goods.

Interstate Services connect various cities of Gujarat to the neighboring states of Madhya
9
Pradesh, Maharashtra and Rajasthan
City services GSRTC provides city bus services From Ahmadabad - Gandhinagar -
Ahmadabad
Over and above these bus route services GSRTC also provides special bus route services for
Festivals, Industrial zones, schools and colleges, pilgrim places. GSRTC buses are available
to the public through contractual agreements special occasions. GSRTC also offers
educational trips to the students. Please contact the appropriate offices for further
information.
Special Services: GSRTC provides the following special services
Services to accommodate some major schedules of railway
Festival services
Services connecting to industrial zones
Services connecting to schools and colleges
Services connecting to pilgrim places
Contract services - Buses are given out on contract basis to the public for the special
occasions

10
Fare Structure
1. Ordinary/ local Buses
Rs.2.20 per passenger per stage of 6 Kilometers or part thereof but Re.1.10 per sub-stage of 3
Kilometers or part thereof shall be chargeable up to 40 Stages.
Thereafter, Rs.1.70 per passenger per stage of 6 Km. or part thereof shall be chargeable.
In addition to the fare calculated above, the passenger shall be chargeable additional fare of :
i. Re.2/- 1 stage to 1.5 stages.
ii. Rs.3/- 2 stage to 2.5 stage
iii. Rs.5/- 3 stage to 10 stage
iv. Rs.3/- 11 stage to 15 stage
v. Rs.2/- 16 stage to 25 stage
vi. Rs.1/- 26 stage to 35 stage.
Provided that the minimum fare shall be Rs.5.00 per adult passenger and Rs.3.00 per child
passenger for the first stage of 6 Km. or part thereof.
There shall be no sub-stage beyond 10 stages.
o Provided further that where the place of boarding is not a stage or sub-stage point, the
distance travelled shall be calculated from the immediately preceding stage or sub-stage
point and where the place of getting down is not a stage or sub-stage point, the distance
travelled shall be calculated up to the immediately succeeding stage or sub-stage point.
2. Express Bus Services:
If Express bus service declared as such by the Gujarat State Road Transport Corporation and
approved by the State Transport Authority or Regional Transport Authority concerned is
provided the fare mentioned under column 4 plus the following additional fares:
1) Re.2/- up to first one stage shall be chargeable.
2) Rs.1/- per passenger for a journey from 2 to 5 stages shall be chargeable.
3) Rs.11/- per passenger for a journey beyond from 6 to 10 stages shall be chargeable.
4) Rs.23/- Per passenger for a journey beyond 10 stages shall be chargeable
5) There shall be no sub-stage

passenger for the first stage of 6 Km. or part thereof.
Provided further that where the place of boarding is not a stage point, the distance travelled
shall be calculated from the immediately preceding stage point and where the place of getting
down is not a stage point, the distance travelled shall be calculated up to the immediately
succeeding stage point.
11
3. Gurjar Nagri Bus Services:
If Gurjar Nagri bus services declared as such by the Gujarat State Road Transport
Corporation and approved by the State Transport Authority or Regional Transport Authority
concerned is provided the fare mentioned under column 5 plus the following additional fares
namely:
i. Rs.3/- per passenger for a journey up to 10 stages shall be chargeable.
ii. Rs.7/- per passenger for a journey from 11 to 30 stages shall be chargeable.
iii. Rs.8/- per passenger for a journey beyond 30 stages shall be chargeable.
iv. There shall be no sub-stage.
passenger for the first stage of 6 Kms. or part thereof.
Provided that where the place of boarding is not a stage point, the distance travelled shall be
calculated from the immediately preceding stage point and where the place of getting down
is not a stage point, the distance travelled shall be calculated up to the immediately
succeeding stage point..
4. Luxury Bus Services :
If Luxury bus services declared as such by the Gujarat State Road Transport Corporation and
approved by the State Transport Authority or Regional Transport Authority concerned is
provided the fare mentioned under Column 5 plus the following additional fares namely:
(A) Rs.8/- per passenger for a journey from 1 to 10 stages shall be chargeable.
(B) Rs.22/- per passenger for a journey beyond 10 stages shall be chargeable.
(C) There shall be no sub-stage.

passenger for the first stage of 6 Kms. or part thereof.
12
5. Sleeper Coach Services:
In Case of sleeper coach bus services Rs.50 per Berth per passenger shall be chargeable in
addition to fare prescribed in column 7.
6. A.C Coach Services
If air conditioned luxury coach bus services declared as such by the Gujarat state road
transport corporation and approved by the state transport authority of regional
transport authority concerned are provided the following fare charges, namely
The fare chargeable shall be Rs. 1.00 per kilo meter.
The minimum fare chargeable shall be Rs. 16.00 for an adult passenger and Rs.8.0 for a child
passenger (up to 12 year age)
There shall be no charge in above rules of stage and there shall no sub-stage.
Performance of GSRTC
Operational Results of the year 2012 - 13 (Tent.)
Average schedules operated per day 6441
Average number of vehicles on the road 6694
Average vehicle utilization (kms. per day) 428
Total traffic earnings (Rs. in Millions) 17733
Number of passengers traveled (in Millions) 842
Kms. obtained per liter of diesel 5.5
Fleet utilization 86.72

13
LITRETURE REVIEW
1. M O Mathew in his book on Rail and Road Transport in India emphasized that the
efficiency of the transport Industry as a whole is determined by organizational considerations
in the context of unit sizes. He also opined that transport, being a public utility industry, is
regulated by Government policies in many ways, of which some have a direct or indirect
impact on the evolution of size.
2. Satyanarayana has observed that the cost of service of road transport depend upon the size
of the fleet, the vehicle condition and the length and road condition. His study attempts to
find out the inter-relationship between these factors on the basis of the data collected from a
reprehensive sample of motor vehicle operators in Andhra Pradesh. He has observed that the
size of the motor transport unit has been a fundamental factor influencing the cost of
operations of motor transport industry.
3. Srivastava presented the historical development of various modes (air,water, road and
railways) of transport in India. He has attempted todiscuss various operating variables like
rates, fares, low productivity, stateregulations, administration, competition, financing, aspects
of differentmodes of transport. He has analyzed the effect of efficient, cheap and well-coordinated
development of transport system on Indian economy.
4. Sudarshanam Padam discussed in detail, the history of bus transport in India, various forms
of organizations in State Transport Undertakings, its management and performance by way
of comparison from 1970-1980 in Andhra Pradesh, Maharashtra, Gujarat and Karnataka
State Road Transport Corporations. He also identified the problems in performance.
5. The National Transport Policy Committee (NTPC) studied on “Passenger Road Transport
in India”, taking the cross-sectional data of 31undertakings for 1976 – 1977 and finds that the
unit cost was mainly influenced by two variables namely fleet utilization and vehicle
utilization. The Committee advocated for a direct exchequer subsidy to urban transport
undertakings in view of the social benefits that they extend

14
RESEARCH METHODOLOGY
3.1.Objectives of the Study:
• To know which facility Satisfy the customer.
• To know the routes covered by the bus is appropriate or not.
3.2. POPULATION
The population for this project is people who are traveling through GSRTC bus and People
who are aware about GSRTC services of Surat area.
3.3. SAMPLING
1. SAMPLING TECHNIQUE: Convenient sampling Under Non-probabilistic Sampling.
Under the Convenient Sampling of 30 respondents is taken.
2. SAMPLE SIZE: In this project 30 sample size is taken.
3.4. Data Collection
1. TYPE OF DATA
Primary data : Questionnaire And personal discussion with People traveling through
GSRTC Buses and who are aware about GSRTC services.
Secondary data : Various marketing and marketing research books, Journals and
write ups available regarding Consumer perception.
2. INSTRUMENTAL USED
Questionnaire – In Questionnaire , both open ended and structured questions are used.
In structured questions dichotomous questions, ranking questions are involved.

15
3.5. Scope of Study
This study is limited to only Surat area the study is carried out to know the awareness
perception of people towards GSRTC, this study further can be done on any part of
Gujarat. This study can be used for other related studies about Depots, Buses or
GSRTC employees or online booking etc. It assesses the preference of choosing
means of travelling by the respondents.

45
40
35
30
25
20
15
10
5
Do you agree that internal space and sitting
arrangement of buses are comfortable?
16
DATA ANALYSIS
Question#01: Do you agree that internal space and sitting arrangement of buses are comfortable?
Parameters Frequency Percent Cumulative Percent
Strongly agree 4 13.33 13.33
Agree 13 43.33 56.66
Neutral 10 33.33 90
Disagree 3 10 100
Strongly disagree - - 100.0
Total 30 100.0
0
stongly agree Agree Neutral disagree strongly
disagree
13.33
43.33
33.33
10
0

17
Interpretation
From the above chart and average mean we can have following conclusions about
comfortness of internal space and sitting arrangement of buses.
o Majority of the respondents are agree that sitting arrangement and space are comfortable
and they are almost half of the total population that is 43.5%
o Very less number of people are disagree with sitting arrangement that is only 10% only
hence we can say that dissatisfied with sitting arrangement of GSRTC buses.
o ¼ of the population are very happy and satisfied with internal sitting arrangement and
space and they are 22.5% of total population. While 33% people are nighter agree nor
disagree.
Thus we can conclude that people of Surat area are satisfied with sitting arrangement and
internal space of GSRTC bus.
Question#02: Are you satisfied with sleeping berth and internal space in sleeper buses?
Parameter Frequency Percent Cumulative Percent
Strongly agree 3 10.0 10.0
Agree 15 50 60
Neutral 6 20 80
Disagree 6 20 100
Strongly disagree 0 0 100.0
Total 30 100.0

Are you satisfied with sleeping berth and
internal space in sleeper buses
20
18
10
50
Interpretation
20
0
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
satisfaction with sleeping berth and internal space in sleeper buses.
o Majority of the respondents are agree that sleeping berth and internal space in sleeper
buses are comfortable and they are almost half of the total population that is 50%
o Very less number of people are disagree with sleeping berth and internal space in sleeper
buses that is only 20% only and 10% are only disagree and hence we can say that very
less number of people are dissatisfied with sleeping berth and internal space in sleeper
buses of GSRTC buses.
o While 23% people are neither agree nor disagree.
Thus we can conclude that people of Surat area are satisfied sleeping berth and internal space in
sleeper buses.

What do you feel about the price charged by
GSRTC for their various services?
19
Question#03: What do you feel about the price charged by GSRTC for their various services?
very high 5 16.66 16.66
High 12 40 56.67
reasonable 10 33.33 90
Low 1 3.33 93.33
very low 2 6.66 100.0
Total 100.0
16.66
40
3.33
33.33
6.66
very high
high
reasonable
low
very low

20
Interpretation
satisfaction with the price charged by GSRTC for their various services.
o 40% people thinks that charged taken by GSRTC are high, and 33% of people are thinks
that charged taken is reosanale.
o Very high number of population believes that the price charged by GSRTC for their various
services is high and they are almost 1/3 of the population that is 33%.
o Very few people think that charge is less.
Thus we can conclude that people of Surat area feel that price charged by GSRTC is high to
some extent moderate in nature.
Question # 04. Do you favour that location of Surat Bus Station is at right location?
Yes 18 60 60
No 12 40 100
Total 200 100.0

Do you favour that location of Surat Bus
Station is at right location?
60
40
0 10 20 30 40 50 60
No
Yes
21
Interpretation
satisfaction level with location of Surat bus station.
o Majority of the respondents are agree and satisfied with location and they are almost the
population that is 60% of the population.
o Some population is dissatisfied with location of bus station that is 40% of the total
population.
Thus we can conclude that people of Surat area feel happy and satisfied with the location of
Surat bus station.
Question 5(combined of 5 questions)
Question #05.1 Rate GSRTC Bus Stations on cleanliness criteria.
Worst 8 26.66 26.66
Bad 8 26.66 53.33
Average 8 26.66 80.00
Good 4 13.33 19.33
Best 2 6.66 100.0
Total 30 100.0

22
Question #05.2 Rate GSRTC Bus Stations on sitting arrangement.
Worst 2
6.6666667 6.6666667
Bad 7
23.333333 30
Average 16
53.333333 83.333333
Good 5
16.666667 100
Best 0
0 100
Total 30 100.0
Question #05.3 Rate GSRTC Bus Stations on inquiry counter.
Worst 4
13.333333 13.333333
Bad 6
20 33.333333
Average 7
23.333333 56.666667
Good 8
26.666667 83.333333
Best 5
16.666667 100
Total 30 100.0
Question #05.4 Rate GSRTC Bus Stations on water facility.
Worst 13
43.333333 43.333333
Bad 3
10 53.333333
Average 5
16.666667 70
Good 6
20 90
Best 3
10 100
Total 30 100.0

23
Question #05.5 Rate GSRTC Bus Stations on advance ticket window.
Worst 3
10 10
Bad 2
6.6666667 16.666667
Average 6
20 36.666667
Good 9
30 66.666667
Best 10
33.333333 100
Total 30 100.0

60
50
40
30
20
10
24
23.33
53.33
16.67
Question # 06: Rate GSRTC and Private bus following Factors
Factors GSRTC Private bus Average
Frequency Percent Frequency Percent
1. Rates charged 20
66.666667
10
33.333333
1.80
2. Availability of
buses /Train
17
56.666667
13
43.333333
1.60
3. Cleanliness 9
30
21
70
1.21
4. Conditions of
Buses
11
36.666667
19
63.333333
1.42
26.66 26.66 26.66
13.33
6.67 6.66
0
13.33
20
23.33
26.67
16.67
43.33
10
16.66
20
10 10
6.66
20
30
33.33
0
Worst Bad Average Good Best
cleaniness
sitting
arrengement
inquiry counter
water facility
advance ticket
window

70 66.67
60
50
40
30
20
10
25
5. Online booking 18
60
12
40
1.37
6. Timings and
punctuality
15
50
15
50
1.46
7. Discount of return
ticket
12
40
18
60
1.54
8. Easy Cancelation 14
46.666667
16
53.333333
1.67
Interpretation
• From the above chart we can say on various aspects through comparison between Private
bus and GSRTC.
o Most of people feels that rates charged by GSRTC is more than Private bus, and also
feels that availability of GSRTC is more than Private bus.
0
56.67
30
36.67
60
50
40
46.67
33.33
43.33
70
63.33
40
50
60
53.33
GSRTC
Private bus

o But people feels that cleanliness and condition of bus is more in Private bus than
26
GSRTC.
o By the above chart we can say that cansalation of of ticket is more easy in Private buses.
Question #.07.1 Rate GSRTC Bus conductors of GSRTC on their Behaviour
Worst 9
30 30
Bad 6
20 50
Average 7
23.333333 73.333333
Good 3
10 83.333333
Best 5
16.666667 100
Total 30
30
Question #07.2 Rate GSRTC Bus conductors of GSRTC on their honesty.
Worst 1
3.3333333 3.3333333
Bad 7
23.333333 26.666667
Average 10
33.333333 60
Good 5
16.666667 76.666667
Best 7
23.333333 100
Total 30 100.0
Question #07.3 Rate GSRTC Bus conductors of on their helpfulness.
Worst 2
6.6666667 6.6666667
Bad 6
20 26.666667
Average 5
16.666667 43.333333
Good 12
40 83.333333
Best 5
16.666667 100
Total 30 100.0

Best
Good
Average
Bad
27
Question #07.4 Rate GSRTC Bus conductors of GSRTC on their dressing sense.
Worst 5
16.666667 16.666667
Bad 4
13.333333 30
Average 5
16.666667 46.666667
Good 14
46.666667 93.333333
Best 3
10 100
Total 30 100.0
23.333333
30
16.666667
16.666667
13.333333
20
23.333333
10
16.666667
3.3333333
23.333333
33.333333
16.666667
16.666667
46.666667
10
6.6666667
20
40
16.666667
0 10 20 30 40 50
Worst
dressing sense
helpfulness
honesty
behaviour

28
Question#08.1: Rate the Drivers of GSRTC on their carefulness of Driving.
Worst
6 20 20
Bad
2 6.6666667 26.666667
Average
6 20 46.666667
Good
7 23.333333 70
Best
9 30 100
Total 30 100.0
Question#08.2: Rate the Drivers of GSRTC on their fitness.
Worst
1 3.3333333 3.3333333
Bad
10 33.333333 36.666667
Average
7 23.333333 60
Good
12 40 100
Best
0 0 100
Total 30 100.0
Question#08.3: Rate the Drivers of GSRTC on their addiction to alcohol.
Worst
6 20 20
Bad
4 13.333333 33.333333
Average
7 23.333333 56.666667
Good
11 36.666667 93.333333
Best
2 6.6666667 100
Total 30 100.0

20
6.6666667
45
40
35
30
25
20
15
10
5
29
20
Question#09 Do you like the service of providing Express Bus time-table through SMS?
Frequency Percent Cumulative Percent
Yes
20 66.666667 66.666667
No
10 33.333333 100
Total 30 100.0
23.333333
30
3.3333333
33.333333
23.333333
40
0
20
13.333333
23.333333
36.666667
6.6666667
0
Worst Bad Average Good Best
Care-full driving
Feetness
Adiction of alchol

liking the service of providing Express Bus
30
time-table through SMS
Interpretation
satisfaction level with the service of providing express bus time table through SMS..
o Majority of the respondents are agree and satisfied with the service of providing express
bus time table through SMS and they are almost ¾ of the population that is 66.5% of the
population.
o ¼ of the population don’t like the service of providing express bus time table through
SMS that is 33.5% of the total population.
Thus we can conclude that people of Surat area feel happy and satisfied with the service of
providing express bus time table through SMS.
Question#10: Do you agree that GSRTC Buses are always crowded?
Strongly agree
6 20 20
Agree
14 46.666667 66.666667
Neutral
7 23.333333 90
Disagree
3 10 100
Strongly disagree
0 0 100
Total 30 100.0
66.666667
33.333333
Yes
No

20
Do you agree that GSRTC Buses are always
46.66667
50
45
40
35
30
25
20
15
10
5
crowded?
0 0
strongly agree Agree neutral disagree Strongly disagree
31
23.33333
Interpretation
10
From the above chart and average mean we can have following conclusions about crowd in
the GSRTC buses.
o Majority of the respondents are agree that GSRTC buses are always crowded and they are
66% of the population and hence we can say that people of Surat area believes that
GSRTC buses are always full.
o Very less number of people are disagree with statement that GSRTC buses are not
crowded that is only 3% only and no person in Surat area feels that GSRTC buses are
running empty having no passenger and hence according to Surat area people GSRTC
buses are always full.
o Less than ¼ of the population say that they are strongly agree with statement that GSRTC
buses are always full and they are 21% of total population. While 11% people are neither
agree nor disagree means they don’t find buses empty nor full.
Thus we can conclude that people of Surat area believes that GSRTC buses are always
Crowded.

Are you satisfied with the routes covered by
32
Question#11: Are you satisfied with the routes covered by GSRTC?
Yes
22 73.333333 73.333333
No
8 26.666667 100
Total 30 100.0
Interpretation
GSRTC?
73.33333
26.66667
Yes
No
From the above chart and average mean we can have following conclusions about the
satisfaction with the routes coverage.
o Majority of the respondents are satisfied with the all routes coverd by GSRTC and they
are more than 4/5 of the population that is 75% feels positively about routes coverage.
o While less than 1/5 of the populations are not satisfied with routes coverage and they
have suggested many routes and they are 25% of the total population.
Thus we can conclude that people of Surat area are highly satisfied with routes coverage.

Question#12: Do you agree that Quality of services provided by GSRTC has been improved after
PPP (Public Private Partnership)
Do you agree that Quality of services provided by GSRTC has
been improved after PPP (Public Private Partnership)
33
Strongly agree
7 23.333333 23.333333
Agree
15 50 73.333333
Neutral
3 10 83.333333
Disagree
5 16.666667 100
Strongly disagree
0 0 100
Total 30 100.0
23.3333
50
10
16.6667
0
stongly agree
Agree
neutral
disagree
strongly disagree

will you recommend GSRTC Bus service to
34
Interpretation
improvement in service quality of GSRTC after PPP.
o Majority of the respondents are agree that quality of service has been improved after PPP
and they are almost 2/3 of the total population that is 75%.
Thus we can conclude that people of Surat area are satisfied with quality of service that has
been improved after PPP.
Question#13: will you recommend GSRTC Bus service to others?
Yes
20 66.666667 66.666667
No
10 33.333333 100
Total 30 100.0
67%
33%
others?
Yes
No

35
Interpretation
recommendation that people of Surat area will give about GSRTC.
o Majority of the respondents are agree and satisfied with GSRTC services and they have
said that they will recommend GSRTC to others and they are almost ¾ of the population
that is 67% of the population.
o While more than ¼ of the population are dissatisfied with GSRTC services and they have
said no to recommend GSRTC service to other that is 28% of the total population has
said no.
Thus we can conclude that people of Surat area feel happy and satisfied with the GSRTC and
will recommend to others.
Question#14: Have you ever used the GSRTC’s mobile application for booking?
Yes
14 46.666667 46.666667
No
16 53.333333 100
Total 30 100.0

Have you ever used the GSRTC’s mobile
yes
36
Interpretation
application for booking?
47%
53%
no
From the above chart and average mean we can have following conclusions about awareness
and usage of ticket booking mobile application.
o Majority of the respondents have never used mobile online booking application and they
are 53% of the population.
Thus we can conclude that people of Surat area either don’t know about online booking
application of mobile or they have lack of knowledge of it and hence awareness and
advantage of using mobile booking application should be spread and taught to people of
Surat area.

Question#15 Mark the services those are provided on the free bases or at discounted rates that
you are aware of.
awareness about those services which are
provided on the free bases or at discounted
16.66667
37
Services provided Frequency Percentages
1. 82.5% discounts to students
5 16.666667
2. Free travelling for 3 to 5 years children
4 13.333333
3. 5% discount on group booking
16 53.333333
4. No payment gateway charges for mobile/online
booking.
2 6.6666667
5. 100%discount to rural girls
3 10
6. 10% discount on Return ticket booking
5 16.666667
16.66667
13.33333
53.33333
6.66667
10
rates
82.5% discounts to students
Free travelling for 3 to 5 years children
5% discount on group booking
No payment gateway charges for
mobile/online booking.
100%discount to rural girls
10% discount on Return ticket booking

38
CONCLUSIONS:-
In this report an effort was made to study the perception of people of Surat area towards
GSRTC and how well the people of Surat area know about various services of GSRTC. This
study has intended to capture the mindset of people of Surat area towards Surat area by the
way of survey and personal interviews. It can be concluded that the people are aware about
GSRTC but to some extent awareness needs to be created to increase their passengers and also
try to satisfy their passengers by providing them the best services. The company needs to
provide adequate information about their service and features and their priorities to the people/
passengers by promoting it through more advertisements in the Surat area or in their own
buses having LCD TVs, they can promote it through this way and details about special
services at the back site of ticket and passes.
As this result may not be suitable to all the regions and areas of the state because of the
culture, standard of living, and volume of the passengers. The research concludes that
GSRTC is working well and have great opportunity to become one of the best travelling
service providing institute of India..

39
QUESTIONNAIRE
1) Name : ______________________________________
2) Gender :
(i) Male (ii) Female
3) Age Group (in years) :
(i) 12-18 (ii) 19-30
(iii) 31-40 (iv) more than 40
4) Mobile No : ___________________
5) Do you agree that internal space and siting arramgement of buses are comfortable?
(i) Strongly agree (ii) Agree
(iii) Nutral (iv) Disagree
(v) Strongly disagree
6) Are you satisfied with sleeping berth and internal space in sleeper buses?
(i) Strongly satisfied (ii) satisfied
(iii) Neutral (iv) Dissatisfied
(v) Strongly dissatisfied
7) What do you feel about the price charged by GSRTC for its service?
(i) Strongly satisfied (ii) satisfied
(iii) Neutral (iv) Dissatisfied
(v) Strongly dissatisfied
8) Do you think that location of surat bus station at the right location?
(i) Yes (ii) No
9) Rate the facilities provide on bus station
1
Lowest
2 3 4 5
Highest
Cleanliness
Sitting
Arrangement
Inquiry
Counter

40
Water facility
Advanced
ticket window
10) Rate the GSRTC bus service and private trawling service providers on following criteria(Choose any 1)
Factors GSRTC Private Buses
Time taken for travelling
Rate/fare charges
Availability
Timings
Online Booking Facilities
Condition of buses
Cleanliness
Discount on Group Booking
Discount on return tickets
Easy Cancelation
11) Rate the Conductor on following parameters.
1
Lowest
2 3 4 5
Highest
Behavior of
Conductors
Honesty
Helpfulness
Dressing sense
12) Rate the Driver on following parameters.
1
Lowest
2 3 4 5
Highest
Carefully
Driving
Fitness of
driver
Addiction to
alcohol
13) Do you like the service of providing express bus time-table through SMS?
(i) Yes (ii) No
14) Do you agree that GSRTC buses are always crowed?
(iii) Neutral (iv) Disagree
(v) Strongly disagree

41
15) Are you satisfied with the routes covered by GSRTC?
(i) Yes (ii) No
16) Do you agree that quality of service provide by GSRTC has been improved after public private
partnership?
(iii) Neutral (iv) Disagree
17) Will you recommend GSRTC bus service to others?
(i) Yes (ii) No
18) Have you ever use the GSRTC’s mobile application for booking?
(i) Yes (ii) No
19) Mark the service those are provide on the free bases or at discount rates that you are aware of..
(i) 82.5% discount to students (ii) 100% discount on rural girls
(iii) Free traveling for 3 to 5 year child (iv) 10% discount on return ticket booking
(v) 5% discount on group booking.

Survey report on GSRTC customers' satisfaction.

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