Project on G.S.R.T.C. by Rahesh and Parag-b.k.m.i.b.a.-h.l.b.b.a.-ahmedabad

B.K.MAJUMDAR INSTITUTE OF BUSINESS AMINISTRATION-H.L.B.B.AAHMEDABAD-380009

GUJARAT

ARESEARCH PROJECT

ONTHE PROBLEMS

FACED BY THE PASSENGERS

USING G.S.R.T.C. SERVICES

(GUJARAT STATE ROAD TRANSPORT CORPORATION)

INDEX

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http://images.google.co.in/imgres?imgurl=https://gsrtc.nprocure.com/nprocure_images/gsrtc/logo.gif&imgrefurl=https://gsrtc.nprocure.com/&usg=__rC9WtmInKBtZ-hYGezFUlZapzcw=&h=109&w=110&sz=5&hl=en&start=4&tbnid=5UizOGxRByU8BM:&tbnh=84&tbnw=85&prev=/images?q=G.S.R.T.C.&gbv=2&hl=en

Sr. No. PARTICULARS PAGE NO.

1 Section 1: An Overview on Research Objectives, Methodology, and Data collection

3

2 Section 2 : Introduction of G.S.R.T.C. 10

3 About G.S.R.T.C. 11

4 Services Provided by G.S.R.T.C. 14

5 Section 3 : Organizational Structure 16

6. Management and Administration 19

7 Performance of G.S.R.T.C. 27

8 Section 4: Findings and Analysis of Data 38

9 Section 5: Overall conclusion and recommendation 61

10 Bibliography 65

11 Sources of Information 66

12 Appendix 67

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TYPES OF RESEARCH:

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There are certain types of research which can be classified according to their purpose as well as by the research strategy used. A research can be classified into the following categories:

Exploratory research Conclusive research (Descriptive research ) Explanatory research

1. Exploratory research:

Exploratory research is an initial research which explores the possibility of obtaining as many relationships as possible between different variables without knowing their end-use applications. Here, a general study will be conducted without having any specific objectives.

2. Conclusive research (Descriptive research):

In this type of research, problem of a research is formulated and specific objectives are established. This type of research may be a result of exploratory research. At the, the research draws definite and concrete conclusion(s) for implementation.

3. Explanatory research:

Here, in this type of research, the emphasis is given on studying a situation or a problem in order to explain the relationship between to particular variables. In short, situation is there, and you are just expected to explain the situation in order to reveal the solutions.

Our research project falls in the second category. As the project has definite problems and specific objectives, our project is of descriptive, in nature. At the end of our research, specific conclusions and recommendations will be drawn in order to effect implementation.

RESEARCH OBJECTIVES :

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The first step of any research project is to define the problem that is to be answered by the research project itself. This is the most important part of the research process, as it provides a focus and direction for the project and identifies the specific information the reader is looking at in the project. Actually, it enables the reader to understand exactly what the project is attempting to achieve. If the definition of problem is unclear and objectives are poorly defined, the result could be waste of time, money, energy and resources. In short, research objective is a pre-requisite for any research project.

There should be a clear-cut definition of research objectives. Our project, therefore, is not an exception. Our research project-THE PROBLEMS FACED BY THE PASSENGERS USING G.S.R.T.C. SERVICES, has certain specific and general objectives which mainly consist of primary objectives and secondary objectives. They are as follows:

PRIMARY OBJECTIVES:

To find the major problems faced by the passengers using G.S.R.T.C. The aim is also to reveal the administrative problems.

SECONDARY OBJECTIVES:

To throw some lights on the performance of G.S.R.T.C. To find infrastructural problems. To reveal growth prospects of G.S.R.T.C. To find out fare structure and various types of buses provided to the passengers by

G.S.R.T.C.

RESEARCH METHODOLOGY:

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Research methodology is nothing but a system of models, procedures (process), and techniques used to find the result of a research problem. While undertaking a research project, a general procedure needs to be followed by each and every researcher. This system shows the planned steps taken to arrive at the end of the project. In short, if you follow this basic process, you will be guaranteed to complete your research project. The process, we follow, in making the project is as follows:

STEP 1: PROBLEM DEFINITION

STEP 2: RESEARCH OBJECTIVE

STEP 3: RESEARCH DESIGN (STRUCTURE)

STEP 4: DATA GATHERING (DATA COLLECTION)

STEP 5: DATA ANALYSIS AND INTERPRETATION

STEP 6: PRESENTING THE RESULTS

TYPES OF DATA ANLYSIS:

In order to properly analyze the data, there would be two types of data analysis in this project. They are as follows:

Qualitative data analysis – through Findings, Analysis and explanation Quantitative data analysis – through charts, schedules, figures, and structures

SAMPLE SIZE:

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At the planning stage of a statistical investigation part, the question of sample size is very critical. If the sample size is large, there could be a waste of money, energy and resources, and if it is small, it doesn’t make any sense of practical use in making good decisions. So, the sample should be taken in such a way that it can bring fair, accurate level of accuracy and unbiased results.

The objective of taking sample is to obtain desirable level of accuracy and confidence with minimum cost.

We have used the following statistical method of sample size determination. It is as follows:

Z2

n optimum (sample size) = ------ S2

E2

Our sample size, through this formula comes at around 300. So, our sample size for the survey would be 300.

DATA COLLECTION: Data gathering is a very important part of the research project process. It is through data, with the help of which we would be able to analyze the problem in terms of facts and figures.

Actually, the reliability of research decisions depends on the quality of data gathered. By taking this concept into consideration, the data can be classified into primary data and secondary data. We have used both the types of data, as far as our project is concerned.

Primary data Secondary data

1. PRIMARY DATA:

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Primary data are generally information gathered or generated by the researcher for the purpose of the project immediately at hand. When the data are collected for the first time, then that data is called primary data. There are certain advantages and disadvantages of primary data. They are as follows: Advantages:

The information is more reliable It provides a first hand use information

Disadvantages: Expensive – Costly and very difficult Expensive in terms of time, energy and resources available

We have used the following primary data in our project: Observation Personal interview Questionnaire

2. SECONDARY DATA:

These are those data which are collected from the various sources which have been already created for the purpose of first time use and future use. Advantages:

It involves less costs Less time and less efforts

Disadvantages: Not more reliable compare with that of primary data Possibility of biased and may result in wrong decision making

We have used the following secondary data in our project: Internet Journals Magazines Government publications Institutions From various bus depots

SCOPE OF RESEARCH:

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The scope of any research shows the boundary of that research within which the activities of research operates. It gives the framework under which the researcher would collect the data and analyze the same.

Our research project is not an exception case from it. The scope of our survey would be limited only to the following cities:

Ahmedabad Kalol Gandhinagar Kadi

STRUCTURE(FORMAT) OF THE PROJECT:

The format of the research project shows the sequence of data presentation in terms of constitution of the project. Our research project also has a predetermined structure. We have divided the whole project in five sections. It is as follows:

SECTION 1: An overview on research objectives and methodology and data collection

SECTION 2: Introduction of G.S.R.T.C. SECTION 3: Organizational structure, management and administration and

performance of G.S.R.T.C. SECTION 4: Findings and Analysis of data SECTION 5: Overall conclusion and recommendation

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INTRODUCTION:

Gujarat State Road Transport Corporation (GSRTC) is a passenger transport organization providing bus services both within Gujarat and neighboring states.

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Gujarat State Road Transport Corporation (GSRTC) as an off-shoot of Bombay State Road Transportation Corporation with a purpose of providing efficient facility to the travelling public of Gujarat.

Over a period of 48 years, GSRTC has recorded a phenomenal growth on each and every physical parameter and has emerged as one of the largest state transport undertaking in India. As of today, GSRTC has employed over 50,000 has covered 2.5 million kms and has operated 38,000 trips, 15,000 routes and 7300 schedules everyday.

GSRTC has covered and provided connectivity to approximate 98% of the villages in Gujarat and also connected some important travel destinations in neighboring countries. From a modest beginning of 7 divisions, 76 depots and 7 divisional workshops and a fleet of 1,767 buses it has gone to,

1. 16 Divisions

2. 126 Depots3. 226 bus stations4. 1,554 pick up stands and 8,000 buses

There is a vast range of buses with varied speed, comfort and amenities – Luxury semi-luxury, Express, Ordinary, and Intercity Express etc.

Being a state-run organization, GSRTC needed to balance several objectives (both commercial and social). Some of them are as follows:

• GSRTC is expected to meet the social expectation of providing connectivity to most of the far-flung remote villages in Gujarat. • The pricing of its (GSRTC) services cannot be decided solely based on commercial considerations. It must also consider the affordability (of the price) from the consumer perspective. • As a commercial entity it must ensure operational efficiency and resource productivity to minimize the dependence on government subsidy.

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• Being a part of a state, it must meet all its legal obligations related to safety and taxation and employee related social expectations. • As a corporate entity, it must ensure its long-term financial and operational viability. • From customers’ perspective, GSRTC should provide modern, world class efficient service at an affordable price.

G.S.R.T.C. TODAY:

Over a period of time, the financial and operational performance of GSRTC is showing a slow and steady decline. While GSRTC played a significant role in the economic development of Gujarat, its operational performance has declined substantially compared to similar state-run organizations in Andhra Pradesh, Maharashtra, and Karnataka. Demands of social service coupled with an ageing fleet of vehicles, unionized labors, and lack of continuity at the top level have complicated the managerial challenges for GSRTC and contributed to its declining performance. As of 2005, GSRTC has not been able to maintain the basic criteria of an efficient organization. Improving and reviving the operational performance of GSRTC is indeed a challenging task. The operating performance of GSRTC is so constrained that it is neither able to increase its revenue opportunity nor improve it by overall resource utilization. Further, the fierce and somewhat unfair competition by private transport operators is damaging the fragile financial position of GSRTC.

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Primary Services:-

GSRTC provides a variety of services, these includes:

Mofussil Services connect major cities, smaller towns and villages within Gujarat.

Intercity Services connect major cities - Ahmedabad, Baroda and Rajkot. These provide a quick and cheap mode of transport.

Interstate Services connect various cities of Gujarat to the neighboring states of Madhya Pradesh, Maharashtra and Rajasthan

Parcel Services are available for transporting goods. City services GSRTC provides city bus services at Surat, Baroda, Rajkot, and

Gandhinagar-Ahmedabad.

Special Services:

GSRTC provides the following special services:

Services to accommodate some major schedules of railway

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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

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The organizational structure of this corporation is as easy as one can put it on a piece of paper. There are certain levels through which the subordinates need to pass the relevant information, and this is called structure. The leadership of this corporation is done by the transport minister of Gujarat officially appointed by the government of Gujarat, followed by Chairperson of this department and managing director.

The current organizational structure, on a chart, is as follows:

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Hon. Transport minister of Gujarat – Shri Amit Shah

Chairman-H.K.Das

Managing Director-G.R.Aloria (IAS)

Administrative Department

Legal (Law Department)

Traffic Department

Building Department

H.R. Department

E M P L O Y E E S

LEADERSHIP:

Honorable Transport minister of Gujarat:Shri Amit Shah

Mr. Amit Shah is a transport minister of Gujarat. He holds the post of home minister of Gujarat state also. According to him “With 26 lakhs persons transported over 27 lakhs kms. Every day by GSRTC across the State of Gujarat it serves the role of the life line across the state of Gujarat. “ST” has become a household term for transportation. Over past 40 years of its existence, it has proved to be a dependable mode of transportation in every nook and corner of the State.” It is also providing transportation services in most of the urban areas of the State. In terms of managerial efficiency, it has acquitted itself reasonably well over past 40 years and has grown into a huge umbrella organization consisting of 16 divisions, 140 depots and a central workshop considered being the largest of its kind in this continent.

It provides direct employment to approximately 60,000 people whose professional skills are kept in high regard even by people outside GSRTC. In the open market economy, however, the expectations of people with respect to frequency, quality and range of services have become substantially higher. A time has come when we have to take a serious look at the transportation needs of the people and explore the ways to fulfill the same by whatever means public or private.

GSRTC has been trying hard to face the new challenges by improving its management practices. The launching of website is one such step taken in the direction of greater transparency and increasing interaction with users and the rest of the world. I wish this endeavor great success.

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Accounting Department

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BOARD OF DIRECTORS :

The constitution of board of directors in G.S.R.T.C. is as follows:

1. H.K.DASHPrincipal Secretary, Port & Transport Dept.

Chairman

2. Shri G.R. Aloria, IASVice Chairman & Managing Director, GSRTC, Ahmedabad

Vice Chairman

3. Principal Secretary (Expenditure) , Finance DepartmentGovernment of Gujarat, Gandhinagar

Director

4. DirectorCentral Institute Of Road Transport, Pune

Director

5. Chief Commercial ManagerWestern Railway, Mumbai

Director

6. Dy. Secretary, Ministary of Road, Transport & HighwaysTransport Bhavan, New Delhi.

Director

CENTRAL OFFICE:

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http://www.gujaratsrtc.com/directors1.asp%00%E5%A1%B9%EF%92%81%E1%B4%BB%E4%A1%BF%E2%B2%AF%E5%B6%82%E8%97%84%E6%8C%A7%00%00%EA%AE%A5

http://www.gujaratsrtc.com/departments.asp%00%E5%A1%B9%EF%92%81%E1%B4%BB%E4%A1%BF%E2%B2%AF%E5%B6%82%E8%97%84%E6%8C%A7%00%00%EA%AE%A5

The central office of G.S.R.T.C. is located in Ahmedabad:

Central Office, “Vahan Vyavahar Bhavan”, Ahmedabad - 380022, INDIA Tel: +91-79-25454102, Fax: +91-79-25453280

DIVISIONS:

G.S.R.T.C. has its 16 divisions in all over Gujarat. 16 divisions and their cod detail, we give here.

Sr.No.

Divisions

1. Ahmedabad

2. Amreli

3. Baroda

4. Bhavnagar

5. Bhuj

6. Bharuch

7. Godhara

8. Himatnagar

9. Jamnagar

10. Junagadh

11. Mahesana

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http://www.gujaratsrtc.com/divisions.asp%00%E5%A1%B9%EF%92%81%E1%B4%BB%E4%A1%BF%E2%B2%AF%E5%B6%82%E8%97%84%E6%8C%A7%00%00%EA%AE%A5

12. Nadiad

13. Palanpur

14. Rajkot

15. Surat

16. Valsad

TYPES OF BUSES OFFERED BY G.S.R.T.C.:

G.S.R.T.C. offers a variety of buses. They offer it with varies speed, comfort and amenities. They import these buses mainly from TATA MOTORS LTD, ASHOK LAYLAND LTD etc. They are as follows:

Ordinary bus services

Features Ordinary seating arrangements (32), Make stops at regular intervals, No extra facilities at all, like F.M Radio.

Express bus service

Features Comfortable seating arrangements (32),

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http://www.gujaratsrtc.com/ordinary.htm

http://www.gujaratsrtc.com/janviswas.htm

Extra facilities like F.M. radio, Limited stops while driving

Semi-luxury bus service

Features- comfortable seating arrangements (22), Extraordinary services like F.M. radio, mobile phone charger, etc. Services offered-intercity, Fast journey

Luxury bus service

Features- comfortable seating arrangements (22), Equipped with DVD/TV, Services offered Inter-state

Air conditioned bus and inter-state bus service

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http://www.gujaratsrtc.com/luxury.htm

http://www.gujaratsrtc.com/Semilux.htm

http://www.gujaratsrtc.com/intercity.htm

Features- comfortable seating arrangements (22), Equipped with Air Conditioner (AC), Booking facilities available for interstate services, Equipped with DVD/TV, Stereo sound system, etc.

Fare Structure:

G.S.R.T.C. has made different fare structures according to the types of buses. To understand this structure, we first of all need to understand the types of buses and their structures. The types of buses run by G.S.R.T.C. as of now are as following:

Ordinary bus service Express bus service Semi-luxury bus service Luxury bus service Air conditioned bus and interstate bus service Gandhinagar bus service

Now, we below discuss each of them in detail:

Ordinary Bus Service:

1. Rs.2.00 per passenger per stage of 6 Kilometers or part thereof but Re.1.00 per sub-stage of 3 Kilometers or part thereof shall be chargeable up to 40 Stages.

2. Thereafter, Rs.1.60 per passenger per stage of 6 Kms. Or part thereof shall be chargeable.

3. In addition to the fare calculated above, the passenger shall be chargeable additional fare of :

[a] Re.1/- up to 1.5 Stage[b] Rs.2/- 2 stage to 2.5 stage[c] Rs.3/- beyond 2.5 stage.[d] Rs.4/- beyond 10 stage

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The minimum fare shall be Rs.3.00 per adult passenger and Rs.2.00 per child passenger for the first stage of 6 Kms. or part thereof.

Express Bus Service:

The fare mentioned in Ordinary services plus the following additional fares shall be chargeable per passenger:

[a] Rs.7/- for a journey from 6 to 10 stages[b] Rs.12/- for a journey beyond 10 stages[c] There shall be no sub-stage


Semi-luxury Bus Service:

The fare mentioned in Ordinary bus services plus the following additional fare shall be chargeable per passenger:

[a] Rs.13/- for a journey up to 10 stages[b] Rs.21/- for a journey beyond 10 stages[c] There shall be no sub-stage.


Luxury Bus Service:

The fare mentioned in Ordinary bus services plus the following additional fare shall be chargeable per passenger:

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[a] Rs.15/- for a journey up to 10 stages[b] Rs.30/- for a journey beyond 10 stages[c] There shall be no sub-stage.


Air-Conditioned Bus Service:

The fare mentioned in Ordinary bus services plus the following additional fare shall be chargeable per passenger: [a] Rs.15/- for a journey up to 20 stages[b] Rs.20/- for a journey beyond 20 stages[c] There shall be no sub-stage.

The minimum fare shall be Rs.33.00 per adult passenger and Rs.17.00 per child passenger.

For Gandhinagar City Service:

1. Rs.2/- per passenger per sage or part thereof for the 1st stage.

2. Thereafter, Re.1/- per passenger per stage or part thereof from Second stage to 10th stage.

3. Thereafter, Re.1/- per passenger per every three stages or part thereof beyond 10th Stage.

4. In addition to the fare calculated above, Rs.2/- shall be chargeable in Ahmedabad-Gandhinagar Point Service and Re.1/- shall be chargeable in Gandhinagar City Point Service.

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In this section, we expand our discussion on the performance of G.S.R.T.C.

INTRODUCTION OF NEW BUSES IN THE LAST THREE YEARS: G.S.R.T.C. has launched as many as 3700 new buses in the last three years. They are as follows:

CNG buses Diesel buses

And the investment made in this induction of new buses is as follows:

Year Diesel CNG Total Total Investment

(Rs. in Cr.)

2005-06 1000 200 1200 157.32

2006-07 700 300 1000 140.13

2007-08 1000 500 1500 212.00

Total 2700 1000 3700 509.45

Features of new buses:

These new buses are compatible with that of private sectors in terms of design, appearance and passenger comforts.

These buses have also been provided with passenger facilities like Comfortable seating arrangements, FM Radio, Mobile phone facility. In addition to this, Luxury buses have been equipped with DVD/TV.

Now, we compare today’s performance with that of 4 decades ago i.e. before 40 years when G.S.R.T.C. came into existence.

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Cummulative operational efficiency of G.S.R.T.C:(1 year comparison)

We analyze operational efficiency here. We have compared today’s operational efficiency with that of 1 year back.i.e.July-07 to July-08.

1. Buses held by G.S.R.T.C.:-

ANALYSIS: As the chart shows that in July-08, the no. of buses held by G.S.R.T.C. was 7803, while it was 8074 in the year July-07.The no. of buses has reduced mainly due to constant losses, and poor administration etc.

2. Total kms. Operated (in crores):-

ANALYSIS:

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The chart is showing increasing trend. The total kilometers operated (in crores) in July-07 was 32, while it was 34 in July-08. The new buses are the main cause of it. These buses are fuel efficient and good in terms of weight loading and average etc.

3. Traffic Earning per day (Rs. in lakhs):-

ANALYSIS: This chart is showing an increasing trend. Traffic earning per day was Rs. 343 lakhs in July-07 while it is Rs.390 lakhs in July-08 which is good enough. This is mainly due to launch of new fuel efficient buses, launch of attractive schemes and which in turn, increase in the no. of travelers etc. 4. Passenger travel per day (in lakhs):-

ANALYSIS: As the chart shows, the total no. of travelers traveled per day was 22.80 lakhs in July-07 while it is 24.80 lakhs in July-08. This is due to various considerations of passengers. For e.g. safe journey, cheaper fare, and affection of new attractive buses and launch of new buses and schemes on the part of G.S.R.T.C

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7. Rate of break down:-

ANALYSIS: As the chart shows, rate of breakdown (per 10,000 kms) was 0.62 in July-07 while it is 0.32 in July-08. This is quite good because G.S.R.T.C. recruit trained and experienced drivers for the safety concern and also new buses are of good quality and comfort in driving.

8. Total Earnings of G.S.R.T.C. (Rs. in crores):-

ANALYSIS: The chart is showing that total earning in July-07 was 564 crores, while it is 623 crores in July-08. This is mainly due to launch of new fuel efficient buses, launch of new innovative schemes, mass publication, seasonal offers and finally increases in the no. of travelers etc.

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9. Total cost (Rs. in crores):-

ANALYSIS: As the chart shows that total cost of G.S.R.T.C. (includes mainly maintenance of buses, salaries and wages of their employees) is actually increasing from 556 crores to 603 crores in July-07 and July-08 respectively. This is mainly to due to increase the no. of employees, cost of fuel and finally launches of new buses in the last three years (CNG and DIESEL buses

10. Total Loss (Rs. in crores):-

ANALYSIS: As the chart shows that total loss of G.S.R.T.C. in July-07 was 8.48 crores while it is 20.46 crores in July-08. The loss is greatly increasing i.e.11.98 crores. This is mainly due to lack of communication, lack of harmony, corruption and finally improper management.

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In this section, comparison between the number of passengers in the initial phase i.e., 1960 and the 2007-08 is compared.1. Passengers travelled per Day (in thousands):

ANALYSIS: The chart shows that the no. of passengers using G.S.R.T.C. services has increased tremendously when we compare with 4 decades ago; it has increased by 5.5 times. This is mainly due to introduction of new buses, launch of schemes, efficient management (between years 1960-1995), cheaper fare on the part of passengers and safety concern etc.

2. Kilometers covered by bus on per day per vehicle on road:

ANALYSIS:

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As the chart shows that kilometers covered by the bus per day is tremendously increasing. This is actually the result of introduction of new buses which would lower the cost and maintenance and in turn, would lead to efficient utilization, launch of new buses which are good in terms of average etc.3. Rate of accidents on per 1000 kms. :

ANALYSIS: As the chart showing that rate of accidents on per 1000 kms has greatly reduced which is actually a result of launch of efficient buses, recruitment of efficient and experienced drivers and mass publication regarding safety of their passengers. (Better communication with their drivers). Also, better management should be rewarded for establishing constant good relationships with their drivers and conductors which in turn, would lead to efficient and careful driving on the part of drivers.

4. Traffic revenue per km. (in Rs.):

ANALYSIS: As the chart shows, traffic revenue per km has increased from 91.5 paisa per km to 1259 paisa per km. This is actually a result of increase in the price of fuel (i.e. diesel)

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and the extension of services rendered by G.S.R.T.C. The new buses have come with their extraordinary and innovative facilities and the passenger is charged to that extent. The rate of inflation also plays a vital role in deciding traffic revenue per km.

6. Some important figures at a GLANCE AS ON 31 ST JULY, 2008:

Average schedules operated per day 6710

Average number of vehicles on the road 6933

Average vehicle utilization (kms. per day) 396

Total traffic earnings (Rs. in Millions) 12550

Number of passengers traveled (in Million) 897

Kms. obtained per liter of diesel 5.37

Fleet utilization 85.85

AWARDS AND ACHIEVEMENTS AT G.S.R.T.C.

GSRTC has received a number of national awards for its performance. The awards include its performance in various fields like productivity fuel conservation etc.

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Some of them are as follows:

1. PCRA AWARD:

The Petroleum Conservation Research Association (PCRA) award for the Second Highest KMPL, 1997-98.

(Chairman (PCRA) and Secretary, Ministry of Petroleum & Natural Gas, presenting the award to Sri Parmanand Khattar, Chairman of GSRTC)

2. NPC AWARD FOR EFFICIENT PERFORMANCE:

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(Sri K.R. Narayanan Hon'ble President of India presenting the award to Sri Somubhai Patel, Chairman of GSRTC at New Delhi)

3. IOC AWARD FOR JUNAGADH DIVISION Indian Oil Corporation (IOC) award for the best diesel conservation for Junagadh division, 1997-98.

(Sri Varesh Sinha, Managing Director of GSRTC presenting the IOC award to Sri J.D. Tilavat, Divisional Controller at Junagadh)

4. IOC (Indian Oil Corporation) AWARD FOR FUEL CONSERVATION

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Passenger Profile4. AGE:

DATA:-

CHART SHOWING AGE OF THE PASSENGERS WHO TRAVEL IN G.S.R.T.C.:-

0

20

40

60

80

Below 18 Bet. 18-35 Above 35

AGE OF THE PASSENGERS

PE

RC

EN

TA

GE

FINDINGS:

As we find that 30% of them fall in the age group of below 18, 67.67% in the group of between 18-35 and the rest come under the category of above 35.

ANALYSIS:-

This data directly says that majority of passengers fall in the age group of 18-35 which mostly consist of youth and the adults.

From the above chart, we can say that those who fall under the category of below 18, they are children and undergraduate students who travel for their study.

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AGE:- Below 18 Between 18-35

Above 35 Total

Respondents 90 203 7 300

Percentage 30% 67.67% 2.33% 100%

The majority 67.67% fall in the category of between 18-35 which mostly consist of youth and adults who travel for their daily routine work and social purposes.

5. DISPOSITION:-

DATA:-

Disposition Undergraduate Graduate Jobber Professional Total

Respondents 154 61 47 38 300

Percentage 51.33% 20.33% 15.67% 12.67% 100%

CHART SHOWING DISPOSITION STRUCTURE WHO TRAVEL IN G.S.R.T.C.:-

FINDINGS:-

As we find from the data of disposition structure, 51.33%, the majority, fall in the category of undergraduate students 20.33% are Graduate students, 15.67% fall under the category of jobber and the rest 12.67% come under the category of professional.

ANALYSIS:

The majority of them fall under the category of undergraduate and graduate students who mainly travel for their study and the problem they face is that they usually do not get the seats to sit though they pay their money in advance( in the form of student pass). We can also say that almost 50% of total income G.S.R.T.C. gets from these students who travel daily.

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0102030405060

Undergraduate

Graduate Jobber Professional

OCCUPATION

15.67% which is consists of jobbers, they face the same problem. They travel daily and pay their fare in advance in the form of daily job pass.

6. MONTHLY INCOME:-

DATA:-

Income None Below 4500

Between 4500-9000

Above 9000

Total

Respondents 140 35 73 52 300

Percentage 46.33% 12% 24.33% 17.33% 100%

CHART SHOWING INCOME STRUCTURE OF THE PASSENGERS IN G.S.R.T.C.:-

01020304050

None Below 4500 Bet. 4500-9000

Above 9000

INCOME

PE

RC

EN

TA

GE

FINDINGS:

From the above graphical observation, majority, the highest fall in the category of none followed by between 4500-900, above 9000 and below 4500.

ANALYSIS:

The chart indirectly says that majority, almost 83%, of passengers come under the category of below 4500 and between 4500-9000 which are actually a middle income category. Passengers usually prefer this public transportation because it is simply affordable for them.

Also, passenger’s preference regarding services rendered by G.S.R.T.C. plays a significant role. Sometimes, passengers consider if a safe journey provider in terms of “Surkshit Sawari, S.T. amari” and may be because of

[40]

other option for e.g. unavailability of personal vehicle, no other option available and so on.

7. HOW DO YOU TRAVEL?

DATA:

Options By personal vehicle

By G.S.R.T.C.

By private Travelers

By Railway

Total

Respondents 56 190 38 16 300

Percentage 18.67% 63.33% 12.67% 5.33% 100%

CHART SHOWING RECURRENCE OF TRAVELLING BY THE PASSENGERS IN G.S.R.T.C.:-

FINDINGS:-

As the chart shows, 18.67% travel by their personal vehicle, 63.33% of total passengers prefer to use G.S.R.T.C., and 12.67% of them travel through private agencies and the rest 5.33% use railway services for travelling.

ANALYSIS:-

As we see, majority of them (almost 64%) prefer to use G.S.R.T.C. services and the lowest 5.33% of them prefer to use railway services.

There may be various reasons for this i.e. cheaper fare than others private vehicles, due to increase in the prices of petrol and diesel so it is not affordable for almost all of them etc.

Also, passengers consider safety aspects for their journey which G.S.R.T.C. provides since last so many years. ( the rate of accident is

[41]

very low since last couple of years comparing with other transportation services)

8. IF YOU TRAVEL BY G.S.R.T.C., THEN HOW OFTEN DO YOU USE THIS PUBLIC TRANSPORT?

DATA:

Options Daily Weekly Sometimes, when needed

Never Total

Respondents 150 20 130 0 300

Percentage 50% 6.67% 43.33% 0 100%

CHART SHOWING PREFERENCE OF THE PASSENGERS:

FINDINGS:

From the above observations, we can see that 19% of them travel daily, 13% of them travel weekly, and 68% of them travel sometimes in G.S.R.T.C.

ANALYSIS:

We can say that the passengers who travel DAILY may consist of students, jobbers and professionals and those who travel WEEKLY may consist of mainly traders and shopkeepers and those who travel SOMETIMES may include general passengers who usually travel for their social purposes and for the sake of travelling and lastly no one respondent came in the category of NEVER.

We can say that out of the total income of G.S.R.T.C., almost 20% it gets from the passengers who travel daily. In spite of this fixed income to

[42]

0

20

40

60

80

Daily Weekly Sometimes Never

RECURRENCE OF TRAVELLING

G.S.R.T.C., the passengers do not get satisfaction from it. They still face the problem of unavailability of buses as they do not get seats to sit.

9. WHAT MAKES YOU TRAVEL IN G.S.R.T.C.?

DATA:- Options Frequency

of busesTiming of

busesCheaper fare than

others

No other option

available

Total

Respondents 23 52 150 75 300

Percentage 7.67% 17.33% 50% 25% 100%

CHART SHOWING REASONS TO PREFER TRAVELLING IN G.S.R.T.C. BY THE PASSENGERS:-

0.00%10.00%20.00%30.00%40.00%50.00%60.00%

Freq. ofBuses

Timingsof Buses

Due tocheaper

fare

No optionavaila.

REASONS FOR TRAVELLING

PE

RC

EN

TA

GE

FINDINGS: -

From the above observations, the highest (majority-50%) preference is given to cheaper fare than others, followed by no other option available (25%), timings of buses (17.33%) and lastly frequency of buses (7.67%).

At a first glance, the data seems to be correlated.

ANALYSIS:

As we saw in the income structure of the passengers, the majority of passengers fell under the category of middle class income level. Due to this reason, they prefer to travel in G.S.R.T.C.(affordable for them)

Almost 25% of them say that there is no other option available means they are either not satisfied with the services of G.S.R.T.C. or they don’t have other way to travel.

[43]

Others almost 25% them considers that they travel for the genuine reason of timings and frequency of buses which other substitutes don’t give. For e.g. Railway etc.

10. DO YOU THINK, TRAVELLING IN G.S.R.T.C. SAVES YOUR

TIME?

DATA:-

CHART SHOWING THE PREFERENCE OF THE PASSENGRS IN RESPECT OF SAVING OF TIME OR NOT WHILE TRAVELLING IN G.S.R.T.C.:-

0.00%

20.00%

40.00%

60.00%

80.00%

Yes No

PREFERENCE OF THE PASSENGERS

PE

RC

EN

TA

GE

FINDINGS:-

What chart reveals that 57.67% (majority of them) believe that G.S.R.T.C. buses saves their time while driving and almost 43% believe that G.S.R.T.C. does not save their time while they travel.

At a first glance, the data seems to be correlated.

ANALYSIS:

More than majority (almost 58%) believes that their time is saved while they travel in G.S.R.T.C. They think that, sometimes, this is a prime condition for them to travel in G.S.R.T.C.

Almost 47% of the passengers ignore this issue as they think that travelling in G.S.R.T.C. is indeed a waste of time in spite of taking a full ticket for

[44]

Options Yes No Total

Respondents 173 127 300

Percentage 57.67% 42.33% 100%

them. If they are saying no then in that case we asked to tick one of the following options from the following which may reveal their problem as to why they feel that it is not time saving transportation for them.

IF NO, THEN WE ASKED TO TICK ON ONE OF THE FOLLOWING OPTIONS:-

DATA: Options Due to

puncturein between

route

Due to slow in driving

Due to irregularities of

buses

Due to more than needed

stops

Total

Respondents 14 49 68 40 300Percentage 8% 29% 40% 23% 100%

CHART SHOWING REASONS FOR NOT SAVING TIME PRFFERED BY THE PASSENGERS IN G.S.R.T.C.:-

0.00%10.00%20.00%30.00%40.00%50.00%

Due topuncture

Due to slowdriving

Due toirregularities

of buses

Due to morethan needed

stops

REASONS FOR NOT SAVING TIME

PE

RC

EN

TA

GE

FINDINGS: From the above observation, we see that 8% of them say that it does not

save their time due to puncture in between routes, 29% of them due to slow driving, 40% of them say due to irregularities of buses, and the rest 23% of them consider due to taking more than needed stops.

ANALYSIS: According the passenger point of view, we can say that sometime the

buses get punctured in between the routes so the buses come very late in the bus depots. So generally, 8% of the people say that due to punctured, it does not saves their time

Another reason is that the buses are run very slowly because of slow driving on the part of driver.

Also, the main problem is of infrastructural condition in the rural areas. So 29% of them preferred the second answer. So, the government should think about this problem.

[45]

The third and fourth option related to each other because if the buses takes more than needed stop then obviously it reach late in the depot so the most of the passenger prefer to this two answer.

11. DO YOU THINK G.S.R.T.C. BUSES ARE PROPERLY

MAINTAINED?

DATA:-

CHART SHOWING THE PREFERENCE OF THE PASSENGRS IN RESPECT OF BUSES ARE PROPERLY MAINTAINED OR NOT IN G.S.R.T.C.:-

0.00%10.00%20.00%30.00%40.00%50.00%60.00%

Yes No


PE

RC

EN

TA

GE

FINDINGS:-

There is almost a 50-50 scenario. But majority of them believe that the buses of G.S.R.T.C. are properly maintained and those buses render their services according to the passengers expectations.

The preference of the passengers and the percentage data are correlated at a first glance, we can say.

ANALYSIS:

Almost 54% believe that the buses of G.S.R.T.C. are properly maintained. They think that administration and maintenance of buses are done on a regular basis, and the buses render their services according to their expectation.

[46]



Percentage 54.67% 45.33% 100%

46% replied that buses are not maintained properly. In order to overcome this problem (both administrative problem and passenger problem), we asked them to tick one of the following options.

IF NO, WE ASKED TO TICK ONE OF THE FOLLOWING OPTIONS:-

DATA:

Options Lack of mechanics

Shortage of spare

parts

Unavailability of

workshop

Improper management

Total

Respondents 121 44 19 96 300

Percentage 11.67% 24.44% 10.55% 53.33% 100%

CHART SHOWING REASONS FOR NOT MAINTAINING OF BUSES PRFFERED BY THE PASSENGERS IN G.S.R.T.C.:-

0.00%10.00%20.00%30.00%40.00%50.00%60.00%

Lack ofmechanics

Shortage ofspare parts

Unavailabilityof workshop

Impropermanagement

REASONS FOR NOT MAINTANENCE OF BUSES

PE

RC

EN

TA

GE

FINDINGS:- As we observe from the above chart that 12% of them believe that there is

a lack of mechanics, almost 25% say that there is a shortage of spare parts and tools, 10.55% say that there is an unavailability of workshop and the rest 53.33% (majority) preferred to answer no.4 which is improper management

ANALYSIS: We can say that to increase the efficiency of GSRTC buses and maintained

the buses properly, the first step is that the GSRTC should do the management of buses of various route properly so that the different problem which are related to the time management of buses are easily solved and also increase the satisfaction of the passenger.

[47]

There are also the major problem is that lack of mechanics in the various workshop so that the buses are not properly maintained. To solve this problem, the buses are put regularly in the workshop and to repair it very carefully so that other problems are not arising.

12. DO THE BUSES COME IN THE BUS DEPOTS ACCORDING TO TIME TABLE?

DATA:

CHART SHOWING THE PREFERENCE OF THE PASSENGERS:-

0.00%10.00%20.00%30.00%40.00%50.00%60.00%70.00%

Yes No


PE

RC

EN

TA

GE

FINDINGS:

From the above observation, we can see that almost 64% of them believe that buses do come in the bus depots according to the time table of depot.And the rest 36% of them believe that buses do not come according to the time table.

ANALYSIS:

Those passengers who replied negatively we asked to specify the problem according to their opinion. The main problems we find in the questionnaire are summarized here. They are as follows:

Buses get punctured in between the routes Due to infrastructural problems i.e. bad condition of road in rural area

[48]



Percentage 63.67% 36.33% 100%

Due to taking more than needed stops Due to slow driving on the part of driver Improper management (majority)

13. DO YOU GET A SATISFACTORY REPLY FROM THE INQUIRY

WINDOW?

DATA:


0.00%

20.00%

40.00%

60.00%

80.00%

Yes No


PE

RC

EN

TA

GE

FINDINGS:

We find from the above data that majority of them (almost 62%), say that they get satisfactory reply when they inquire at the inquiry window.

Out of total 100%, 39% of them replied negatively as they do not get a satisfactory reply from the inquiry window.

At a first glance data seems to be correlated.

If they do not get a satisfactory reply, we asked to one of the following options. The aim was to reveal their problems.

[49]



Percentage 61.67% 38.33% 100%

IF NOT, WE ASKED TO TICK ONE OF THE FOLLOWING OPTIONS:-

DATA:

CHART SHOWING REASONS FOR NOT MAINTAINING OF BUSES PRFFERED BY THE PASSENGERS IN G.S.R.T.C.:-

0%

20%

40%

60%

80%

Absence of officer Due to hismisbehavior

No window at all

REASONS FOR NOT GETTING SATISFACTORY REPLY

PE

RC

EN

TA

GE

FINDINGS: As we find that, almost 70% replied that they do not get a satisfactory and

the reason for that was due to his misbehavior, and the lowest 6% of them believe that there is unavailability of window. 25% of them preferred to option no.1 which is an absence of officer at the inquiry window.

ANALYSIS: This is also the most effective question related to the passengers’ problem

and their satisfaction. Sometimes, the officer on duty, does not know the time of various buses so he can not give the correct answer.

The reason is that the officer does not give satisfactory reply to the passenger due to their misbehavior.

Sometimes, the inquiry window is not available at all the bus depots so that there is no question to ask the time of buses to the officer, and also most of the time absence of officer is the main reason.

To solve this problem, GSRTC should put responsible officer in the inquiry window so all the problem are solved and to increase in passengers’ satisfaction.

[50]

Options Absence of officer

Due to his misbehavior

No window at all

Total


Percentage 25% 69% 6% 100%

14. DO YOU SUPPORT THE GOVT. PROPOSAL TO REPLACE THE OLD BUS TO NEW ONE?

DATA:


0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Yes No


PE

RC

EN

TA

GE

FINDINGS:

As we find from the observation, the most majority almost 94% of total passengers support the government proposal to replace the old buses with the new one.

We can see that 6% of them replied negatively as they are happy to use the current buses of G.S.R.T.C. They do not support the government’s proposal to replace the old buses with the new one.

ANALYSIS:

The current buses are in very bad condition except new launches. They are on an average 7, 00,000 kms run by the drivers. (It should be noted that after running 7, 00,000 kms, the buses have to be thrown for scrape.)

There are almost 20% of total buses are of this condition. Also their condition in terms of seating arrangement is very bad. Their

seats have got scrapped.

[51]



Percentage 93.67% 6.33% 100%

15. THINKING ABOUT TRAVELLING IN G.S.R.T.C., HOW DO YOU FEEL ABOUT USING G.S.R.T.C.?

DATA:Options I would be

happy to useIt’s not preferred way, but I would

consider

I would use only when

other option is not there

I would never use it

Total

Respondents 171 61 52 16 300Percentage 57% 20.33% 17.33% 5.33% 100%

CHART SHOWING PREFERENCE OF THE PASSENGERS IN G.S.R.T.C.:-

0%20%40%60%

I w ould be happyto use

It’s not preferredw ay, but I w ould

consider

I w ould use onlyw hen other option

is not there

I w ould never useit


PE

RC

EN

TA

GE

FINDINGS: In terms of satisfaction the majority 57% of them were satisfied as they

replied very favorably, followed by 21% who replied to the second option, almost 18% of them answered to the third option, and the least 5.33% replied that they would never use G.S.R.T.C. services in the future.

ANALYSIS: Most of them preferred option 1, as they are satisfied with the services

rendered by G.S.R.T.C. we can say that theses are those passengers who believe that G.S.R.T.C. is rendering the services as per their expectation. There are various reasons for it. They consider fare structure and services rendered by them.

Some passengers believe that G.S.R.T.C. is not their proffered way to travel but they would consider it because they are not satisfied with the services. They consider that they are helpless and they believe that there is a scope of improvement in services given by G.S.R.T.C.

They think that they would use it if nothing else available. We observed that they are those who preferred to answer option 3 and 4 as they fall in the category of upper middle and high income class. Mostly, they use their personal vehicles to travel and use private travelling agencies so they don’t give priority to this public transport.

16. THERE IS INSUFFICIENT CAPACITY IN THE BUS:-

[52]

DATA :Options Strongly

agree Agree Disagree Strongly

disagreeTotal

Respondents

63 192 38 7 300

Percentage 21% 64% 12.67% 2.33% 100%


0%

20%

40%

60%

80%

Stronglyagree

Agree Disagree Stronglydisagree


PE

RC

EN

TA

GE

FINDINGS:

In responding to answers, 20% of them responded to strongly agree, 64% of them are agree, 12.67% of them are disagree and the rest of 2.33% are strongly disagree.

ANALYSIS:

Almost 21% of them are strongly agreed in respect of insufficient capacity in the bus.

Majority (64%) passengers are agreed that there is insufficient capacity in the bus as they believe that they do not get the seats to sit. G.S.R.T.C. should launch some new buses to overcome this problem and adopt booking system so that each and every passenger can get his/her seat.

Almost 15% are disagreeing that they don’t face the problem in terms of seating arrangement.

[53]

17. BUS STOPS ARE DANGEROUSLY OVERCROWDED:-

DATA:

Options Strongly agree

Agree Disagree Strongly disagree

Total

Respondents

66 136 89 9 300

Percentage 22% 45.33% 29.67% 3% 100%


0%10%20%30%40%50%

Stronglyagree


PREFERENEC OF THE PASSENGERS

PE

RC

EN

TA

GE

FINDINGS:

In responding to answers, 22% of them responded to strongly agree, 45.33% of them are agree, 29.67% of them are disagree and the rest of 3% are strongly disagree.

ANALYSIS:

Majority of them (almost 68%) are agreed that the bus stop are dangerously overcrowded and out of them 22% are strongly agreed. For that purpose, G.S.R.T.C. should offer more buses on various routes in rural and semi rural areas and the management of these buses and the announcing system of arrival busses must be efficient to overcome this problem

Out of total 100%, 29.67% disagreed that the buses are not dangerously overcrowded so there is no problem of overcrowding for them, and even 3% of them replied very positively.

[54]

18. THERE IS A SHORTAGE OF BUSES FOR PARTICULAR REGION:-

DATA:



Total

Respondents

22 143 82 9 300

Percentage 22% 47.67% 27.33% 3% 100%


0%10%20%30%40%50%60%

Stronglyagree



PE

RC

EN

TA

GE

FINDINGS:-

In responding to answers, 22% of them responded to strongly agree, 47.67% of them are agree, 27.33% of them are disagree and the rest of 3% are strongly disagree.

ANALYSIS:-

Almost 70% agreeing that there is a shortage of buses in a particular region, out of which 22% are strongly, agree. They believe that the new buses should be launched in a particular region where the demand of passengers is very high on a particular route. Also, the timings and frequency of buses should be efficiently managed in this kind of region.

And the rest of (almost 30%) passengers responded that there is sufficient buses are run on a particular route in a particular region, and amongst them even 3% are strongly disagree with this statement.

[55]

19. THERE IS A SHORTAGE OF DRIVERS AND CONDUCTORS:-

DATA:



Total

Respondents

30 129 124 17 300

Percentage 10% 43% 41.33% 5.67% 100%


0%10%20%30%40%50%

Stronglyagree



PE

RC

EN

TA

GE

FINDINGS:-

In responding to answers, 10% of them responded to strongly agree, 43% of them are agree, 41.33% of them are disagree and the rest of 5.67% are strongly disagree.

ANALYSIS:-

From the above observation we can say that almost 42% of them responded to disagree. They believe that there are sufficient drivers and conductors in the buses and also there is no need to have more driver and conductor but G.S.R.T.C. need the careful and experienced driver.

And almost 43% of them responded that there is a shortage of driver and conductor. So we can say that G.S.R.T.C. should recruit some experienced and careful driver so that other problems are automatically solved.

[56]

20. IMPROPER MANAGEMENT IS THE FUNDAMENTAL PROBLEM:-

DATA:



Total

Respondents

101 141 49 9 300

Percentage 33.67% 47% 16.33% 3% 100%


0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

Stronglyagree


PREFERENCE OF THE PASSENGER

PE

RC

EN

TA

GE

FINDINGS:- In responding to answers, 33.67% of them responded to strongly agree,

47% of them are agree, 16.33% of them are disagree and the rest of 3% are strongly disagree.

ANALYSIS:- The response of this question is very critical. We can say that 47% of them is agreed that in root of all the problems

faced by the passengers, it is the improper management which is the fundamental problem. They believe that due to improper management of buses and administration of respective buses depots, the other problem arise. In short, they think that because of this major problem, other problems are automatically raised. In order to overcome this fundamental problem, G.S.R.T.C. should make efficient management in terms of passenger satisfaction and increased level of organizational efficiency.

Experts and professional can be recruited to solve this problem.

[57]

21. ARE YOU SATISFIED WITH THE SERVICES RENDERED BY

G.S.R.T.C.?

DATA:


0%

20%

40%

60%

80%

Yes No


PE

RC

EN

TA

GE

FINDINGS:-

From the above observation 65% of them responded to yes and 35% of them responded to no.

We can say that those passengers who are responded to yes are fully satisfied with the services given by the G.S.R.T.C.

And those who are responded to no are not satisfied with its service because there are many problem which are faced by the passenger as we mentioned in our survey to tick.

[58]



Percentage 65% 35% 100%

IF YES, WE ASKED TO INDICATE THE LEVEL OF SATISFACTION FROM G.S.R.T.C.:-

DATA:-

CHART SHOWING PREFERENCE OF THE PASSENGERS:

0%

20%

40%

60%

80%

100%

LOW AVERAGE HIGH

LEVEL OF SATISFACTION

PE

RC

EN

TA

GE

FINDINGS:-

From the above observation we can say that 9% of them responded that the satisfaction from the service given by G.S.R.T.C. is very low, and majority of them (almost 81%) responded to average and the rest of them are responded to high.

ANALYSIS:-

We can say that majority of them responded to average satisfaction level and only few passengers responded to high. Those who are responded to average and low, think that there is big scope of improvement in the service given by G.S.R.T.C. they think that effective and innovative steps should be taken by G.S.R.T.C.i.e. innovative schemes, implementation of new buses, providing good facilities and services in terms of comfortable sitting arrangement etc.

Also infrastructural problems should be cracked in order to solve the problems.

Also benefits of specialization and division of work can be taken to remove administrative problem.

[59]

Options LOW AVERAGE HIGH Total


Percentage 9% 81% 10% 100%

We finally hereby conclude that the passengers who travel in G.S.R.T.C. are actually helpless. The passengers face a number of problems during the journey period. Some of the major problems they face are as follows:

[60]

Long waiting periods. They have to push themselves to get into bus. There is an insufficient capacity; the passengers have to face, in terms of seating

arrangement. Passengers have to stand during the journey If they get seats, they are in bad condition e.g. they have to be thrown in scrape.

(especially in ordinary buses) They are not given services at their satisfactory level. In almost all the cases, it has been found that the level of satisfaction from the

services of G.S.R.T.C. has been equal or less than satisfaction. The following table will show this correlation between satisfaction and expectation.

Satisfaction < expectation Almost all the cases

Satisfaction = expectation Only in a few cases

Satisfaction > expectation Never happened

The passengers usually get an unsatisfactory reply from inquiry (traffic) in charge officer.

Sometimes, the bus gets breakdown or punctured in between route, the passengers have to push the bus after getting down from the bus.

The price of fuel (diesel) has been cut. In spite of this, the passengers have to pay full fare. ( No fare reduction )

The passengers have to travel in noisy buses which has traveled more that 7, 00,000 kms. (Normally the bus which has covered 7, 00,000 or more than 7, 00,000 kms has to be thrown into scrapped.

Sometimes, travelling is G.S.R.T.C. becomes time consuming and the passenger has to wait till the bus comes. So, passenger gets bored. They find it better to travel in Private Vehicles. (i.e. jeep etc.)

Sometimes, the buses do not make their predetermined stops. So, for that particular stop, passengers do not get bus and have to wait for the next bus to come.

The buses have a proper reservation system in terms of seating arrangement. Normally, it is not followed.

[61]

The passengers face a shortage of buses for a particular region, (especially in rural areas.)

The majority of passengers travel in G.S.R.T.C. is students and jobbers. The main problem they face is that of seating arrangement

RECOMMENDATIONS

[62]

We, here, recommend some solutions for the above problems.

G.S.R.T.C. should introduce new fuel efficient buses. We agree that G.S.R.T.C. has been successful in terms of introduction of new buses. But, still, the passengers face problems in terms of shortage of buses.

G.S.R.T.C. should introduce new innovative and attractive schemes. So that the passengers do not get attracted towards private vehicles which in turn would lead to reduction of day to day traffic earnings of G.S.R.T.C. The schemes available in G.S.R.T.C. are as follows (As of now):

Booking, Reservation schemes “Half pay, Full pass” scheme for one month Student concession pass scheme Special vacation tour scheme Seasonal offer scheme i.e. in Diwali, or in case of a fair. If there is a fair in

Ambaji, special extra buses are arranged for the passengers.

G.S.R.T.C. has launched slogans to attract passengers. They are as follows:

“Salamat Sawari, S.T. amari “hath uncho karo, basma beso” Zadap ni maza, Motani Saza”

G.S.R.T.C. should make effective administration and management of buses. The benefit of specialization and division of work can also be taken. The complaints of passengers should be analyzed carefully and the response

should be replied instantly. G.S.R.T.C. should establish fruitful, healthy and better relationships with

passengers by giving better services. G.S.R.T.C. should make effective route guide model. They should analyze it very

carefully. They should arrange buses at place where there is a shortage of buses. G.S.R.T.C. should make implementation of rules and regulations and follow it

very strictly. Also, staff should be well trained to make passengers feel satisfied and to behave honestly and sincerely.

G.S.R.T.C. should allow passengers to take part in management. i.e. online reply, suggestion box, telephone conversation etc.

The pick-up stands should be clearly and fairly placed and should be kept neat and clean by G.S.R.T.C.

[63]

The report from Gujarat State Road Transport Corporation(G.S.R.T.C.)/ 2007-2008

The report of Indian Institute of Management on G.S.R.T.C. by N. Ravichandram and M.V.N.Surya Prasad / march 2005

The book Research Methodology by Panneerselvem R. /first edition/New Delhi Publication, Prentice hall of India Pvt. Ltd., 2005/ Page referred to from 1 to 16, 17 to 38, and 218

Research Methodology by M.C. Burney D.H./ 1st Edition/Singapore, Thomson India Pvt. Ltd., 2001/ Page referred to from 1 to 111

Research Methodology for Management by Sajahan S./ 2nd Edition/ New Delhi Publication House, 2005/ Page refereed to from 1 to 144, 247 to 378

Designing and Managing a Research Project by Micheal Jay Polo and David Walter/ 1st Edition/ A division of scope India Publication/ Page referred to from 1 to 53

Articles Collected from news papers- Sandesh Newspaer, Divya Bhaskar Daily

[64]

www.gujaratsrtc.com www.google.com www.yahoo.com Wikipedia-G.S.R.T.C.

[65]

http://www.yahoo.com/

http://www.google.com/

http://www.gujaratsrtc.com/

[66]

Questionnaire regarding the problems faced by the passengers in G.S.R.T.C.

(Gujarat State Road Transportation Corporation)

Objective: This survey is purely a part of knowing the problems faced by the passengers in G.S.R.T.C. of their respective bus depots. The response and data given by you in this questionnaire will be kept confidential and used only for educational purposes.

Questions:

1. Name:_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 2. Name of the Depot:_ _ _ _ _ _ _ _ _ _ _ _ _ 3. Mobile No.:_ _ _ _ _ _ _ _ _ _ _ _ _ 4. Age:-

Below 18 Between 18 to 35 Above 355. Occupation:-

Student Graduate Jobber Professional Other (specify):-_ _ _ _ _ _ _ _ _ _

6. Monthly Income:- None Below 4500 Between 4500 to 9000 Above 9000

7. How do you travel? By Personal Vehicle By G.S.R.T.C. ( By Bus) By Private Travelers By Railway

8. If you travel by G.S.R.T.C., then how often do you use this public transport?

Daily Weekly Sometimes, when needed Never

9. What makes you travel in G.S.R.T.C.? Frequency of Buses Time of Buses Cheaper fare than others No other option available

10. (I) Do you think, Travelling in G.S.R.T.C. saves your time?

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YesNo

(II) If No, then please tick a suitable one from the following: (You may tick more than one) The bus gets punctured The bus runs very slowly The buses do not come on time It makes more than needed stops

11. (I) Do you think G.S.R.T.C. buses are properly maintained?YesNo

(II) If No, then please tick a suitable one from the following: (You may tick more than one) Lack of Mechanics Shortage of tools and spare parts Unavailability of workshop Improper Management

12. Do the buses come in the bus depots according to the Time-table?YesNo

If No, then, please specify why? - _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

13. (I) Do you get a satisfactory reply from the Inquiry Window?YesNo

(II) If you do not, then please tick a suitable one from the following: (You may tick more than one) Absence of officer Due to his misbehavior No window at all

14. Do you support the Government’s proposal to replace the old bus to new one?

YesNo

15. Thinking about travelling in and around the city or district, how you feel about using the G.S.R.T.C.?

I would be happy to use

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It’s not my preferred way to travel but I would consider it I would only use it if there is nothing else available I would never use it

Please, response the following questions:16. There is insufficient capacity in the bus: Strongly Agree Agree Disagree Strongly Disagree17. Bus stops are dangerously overcrowded: Strongly Agree Agree Disagree Strongly Disagree18. There is shortage of buses for particular region: Strongly Agree Agree Disagree Strongly Disagree19. There is a shortage of drivers and conductors: Strongly Agree Agree Disagree Strongly Disagree20. Improper Management is the fundamental Problem: Strongly Agree Agree Disagree Strongly Disagree21. (I) Are you satisfied with the services rendered by G.S.R.T.C.?

YesNo

(II) If yes, then please indicate the level of satisfaction from it. Low Average High

Date: _ _ _ _ _ _ _ _ _ _ Place: _ _ _ _ _ _ _ _ _ _

Signature: _ _ _ _ _ _ _ _

THANK YOU

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Project on G.S.R.T.C. by Rahesh and Parag-b.k.m.i.b.a.-h.l.b.b.a.-ahmedabad

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