Ksrtc ready final repart

Customer Expectations & Perception on KSRTC

INTRODUCTION:

A service is the intangible equivalent of economic goods. Service provision is often

an economic activity where the buyer not generally, except by exclusive contract, obtains

exclusive ownership of the thing purchased. The benefits of such a service, if priced, are held

to be self evident in the buyer’s willingness to pay for it, public services are those societies

pays for as a whole through taxes and other means,

By composing and orchestrating the appropriate level of services, skill, ingenuity and

experience for effecting specific benefit for service consumer, service providers participate in

an economy without the restrictions of carrying stock or the need to concern themselves with

bulky raw material. On the other hand, their investment in expertise does require consistent,

many so-called services, however, require large physical structures and equipment, and

consume large amount of resources, such as transportation service and the military.

Service characteristics service can be paraphrased in terms of their generic key

characteristics. Intangibility Service are intangible and insubstantial they cannot be touched,

griped, handled, looked at, smelled, tasted or heard. Thus, there is neither potential nor need

for transport, strong or stocking of service, Furthermore, a service cannot be (re) sold or

owned by somebody, neither can it be turned over from the service provider, solely, the

service delivery can be commissioned to a service provider who must generate and render the

service at the distance Tallest of an authorized service consumer.

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 1


STATEMENT OF THE PROBLEM

KSRTC is the major transport services provided by the Govt. of Karnataka. It is

providing various services to the customers, even though it fails to fulfill the satisfactory

level of the customers because it is not providing transportation facility to some of the

villages, so there is a need to effectively meet the requirements of the customers regarding

the services and the complaints received by the passengers are not handing constructively by

the organization.

SCOPE OF THE STUDY:

The study was conducted in Hassan city essential for KSRTC.

My study scope is confined to the finding of the study.

OBLECTIVES OF THE STUDY:

To study how well the organization is meeting customer’s perception on the service

quality dimensions.

To study the level of satisfaction understanding the customer perception.

To understand the suggestion of the customer and make the organization understand

the customer perception.



RESEARCH METHODOLOGY:

Research Methodology is a method to solve research problems systematically. It

involves gathering data use of statistical techniques interpretations and drawing conclusions

about research data. The research topic ‘’A STUDY ON QUALITY SERVICE PROVIDED

BY KSRTC, HASSAN’’ is based on Causal Research Method, the study is based on survey

method and that tool used for survey was questionnaires.

DESCRIPTIVE RESEARCH:

The research method selected for the study is descriptive research design. The main purpose

of descriptive research is to describe the state of view as exit at present. Simple it is a fact

finding investigation.

SAMPLING TECHNIQUE:

Sampling techniques are used to analyze the study of problem area: a sample size of 50

respondents is covered. Random sampling method of survey is selected to choose the

respondents.

STATISTICS TOOLS USED TO ANALYSIS:

Te collected data is analyzed by the percentage method, using graphs, charts and tables.

SELECT THE SAMPLE:

SAMPLING DESIGN:

The research was mainly opted on customer survey; the sample selected for survey was

random sampling method. Sample size of 50 respondents.



METHOD OF DATA COLLECTION:

Methodology describes the method used to make the research in order to find the facts and

solve the problem systematically. Research design provides a guidance to enable to keep

track of all action in order to meet the objectives; the survey study was conducted by using

both primary and secondary data.

PRIMARY DATA:

The primary data has been collected mainly through closed ended questionnaire.

SECONDARY DATA:

Secondary data has been obtained through company websites and books.

LIMITATIONS:

The study was conducted only in Hassan city.

It was time consuming and laborious process,

The study focuses was restricted to a very small group of sample population.

The study is restricted to the bias of the customers.

Some respondents did not co-operate



INDUSTRY PROFILE:

The history of transportation spans the entire history of mankind. It was only around 4000-

3500 BC that the very first step towards man-made transportation was taken the wheel was

invented.

Broadly speaking TRANSPORTATION means can be classified as under

Land transport

Water transport

Air transport

ELEMENTS OF TRANSPORTATION

Infrastructure

Vehicles

Operation

INDIAN TRANSPORTATION

The transport system in India is large and extensive. Millions of people of India use

the large network of railways and roadways in India.

The various means of transportation in India has bought the country closer. It not only

caters to the need of 1.1 billion people in India but, also provides comfort and

convenience.

The transport system in India is doing a great job by easing the pain of covering vast

expanse of land. As far as the development is concern, India transportation is growing

at a faster pace,



ROAD TRANSPORTATION IN INDIA

The Indian roadways play a crucial role in connecting the different parts of India,

Over the years after independence there has been an extensive development of

The network of roads across the length and breadth of India, road network of India is

the largest road networks (3.314 million kilometers) in the world.

India comprises of a huge network of roads being classified, In to:

National highways

State highways

Major district roads

Other road

In India road transport services are operated both by public and private sectors. But rapid

increase introspect of passenger traffic has lead to keen competition among the private

agencies and people were unable to copy up with the prices changed by them. Another reason

for the establishment of public transportation system was growing population. Which was

beyond the control of . private agencies. This leads to nationalization of transport system.

And as a result state transport undertaking emerged and K.S.R.T.C is one of them.

COMPANY PROFILE



HISTORY OF K.S.R.T.C

In 1948 Mysore state put forth 120 vehicles for public service in limited amount. In

12-09-1948 Mysore Government Road Transport Department (MGRTD) has been created

under the leadership of our first chief minister Sri K.Chengalaraya Reddy.

Next chief minister Sri Kengal Hanumanthaiah made a new revolution in the field of

transportation. He abolished the privatization of vehicles in to nationalization. In 21-10-1952

he was the first person who nationalized 6 bus routes and also private BTC in to

nationalization.

C.M. Nijalingappa has started bus routes to Bombay, Belgium and Bijapur by

introducing 1004 buses. By this way K.S.R.T.C came into existence.

KSRTC was set up under the Road Transport Corporation Act 1950 in the year 1961

with 1792 buses and is wholly owned by the government of Karnataka Government of India

is also a shareholder in this corporation.

The main concern of the corporation is to provide efficient economical and well co-

ordinate system of transport to the traveling public.

The corporation has been continuously striving to translate its vision of providing safe

convenient reliable and economic transport serviced to public into reality. In this endeavor,

KSRTC. Is guided by a strong sense of social commitment

KSRTC has an extensive service network in Karnataka and also to important

destinations in neighboring states operation 4334 schedules covering 16.33 lakh kms to carry

22.50 lakh passengers everyday 92% of the villages in monopoly area (6743 out of 7298) and



44% in non-monopoly area (5158 out of 11789) have been provided with transport facility by

K.S.R.T.C,

Type Public transport corporation

Industry Public transport bus service

Founded 1961

Head quarter BangaloreHR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 8


Minister Ramalinga Reddy

Area served Karnataka

Subsidiaries Bangalore Metro transport corporation

North eastern Karnataka Road

Transport Corporation

North West Karnataka Road Transport

Corporation

2. a BACKGROUND AND INSPECTION OF THE COMPANY

In order provide efficient, adequate, economic and well coordinated services to the

people of Karnataka, KARNATAKA STATE ROAD TRANSPORT CORPORATION

(KSRTC) was established to facilitate people travelling to reach their desirable destination.

KSRTC came into existence on 1961 under the Road Transport Corporation act 1950.

It initially started offs with 1792 busses and is wholly owned by Govt. of Karnataka with

Govt. of India being its major shareholder.

2.b NATURE OF THE BUSINESS CARRIED

KSRTC mainly deals with ROAD TRANSPORT making people to conveniently

travel to their desired location with the ease and fair price.

Further in the year 1997 (AUG) KSRTC was bifurcated and

BANGALORE METROPOLITAN TRANSPORT CORPORATION (BMTC) came

into existence.

Later during the end of the year 1997(NOV) and in the year 2000(AUG)

NORTH WEST KARNATAKA ROAD TRANSPORT CORPORATION

(NWKSRTC).



NORTH EAST KARNATAKA ROAD TRANSPORT CORPORATION

(NEKSRTC) came into limelight respectively.

All the corporations together hold the position of 4th largest state transport

undertaking in the country comprising of 27 divisions, 183 depots, 411 bus stations, 6

regional workshops, 8 training centers with a labor force of 100826.

The fleet strength of the corporation is currently at 20542 covering 60.38 lakh kms,

carrying 96.09 lakh passengers and earning average revenue of 12b cores per day.

2. c VISION, MISSION AND QUALITY POLICY

VISION

“To provide efficient, Economic, Safe , Reliable and adequate road transport services

in Karnataka state and important centers in their neighboring states”.

MISSION

To fulfill customer’s expectations in providing environment friendly and

value based services.

To have continuous improvement through use of innovative technology and

lay stress on creativity.

To lay stress on employee welfare & human resource development and to

inculcate quality consciousness in our employee at all levels.

To motivate the spirit of responsibility and openness of communication

among our employees towards environment problems.

To meet the safety, environment and pollution control standards.

QUALITY POLICY

To continually improve our services to achieve consistent quality of

our products.



To process with zero defects so as to meet the customer satisfaction in

order to become a leader in transportation business.

To strive continually in order to improve the system with continuous

training.

SERVICE QUALITY PROVIDED BY THE KSRTC



Multi Axle Airavat Club class Semi Sleeper

TATA vaibhav city Coach Corporation



Mercedes coach of the bus



Rajahasa bus of the corporation

Volvo low floor intercitty bus



A Volvo Airavat coach of the corporation

1 RESERVATION OF SEATS FOR LADY PASSENGERS:

Two seats have been reserved in Semi Deluxe and higher classes of services for lady

passengers traveling single. In Mofussil buses, nine seats and fourteen seats in City suburban

services are reserved for lady passengers.

2 RESERVATION OF SEATS FOR PHYSICALLY HANDICAPPED

PERSONS:

Two seats have been reserved in Mofussil and City suburban services.

3 DISCOUNT ON RETURN JOURNEY TICKETS:

A discount of 10% Is offered on return journey tickets, if both onward and return journey

tickets are booked simultaneously.



4 DISCOUNT ON GROUP BOOKINGS:

A discount of 5% on the fare applicable is given, if four or more passengers book a single

ticket.

5 CONCESSIONAL PASSES:

KSRTC is extending concessional travel facility to students, physically handicapped

persons, blind, freedom fighters, Journalists as per the directions of the Government

6 SPECIAL SERVICES:

Additional services to pilgrimage tourist places are operated during Dasara festival, summer

vacation; other fairs festivals, weekends and holidays.

7 CHARTERED CONTRACT SERVICES:

KSRTC is also providing buses on chartered contract basics to Industries, institutions,

schools, colleges etc to meet the daily travel needs of the employees students of these

organizations.

8 FREEDOM TICKETS:

Are available to the passengers for traveling seven days within the state or outside the state

irrespective of the distance of travel by using the class of service be prefers, Most suited to

Marketing executives, businessmen and tourists.

9 MONTHLY SEASON TICKETS:

These are available to the passengers traveling between two selected destinations on a daily

basis, Most suited to office industry employees, teachers, businessmen etc.



10 PASS ISSUE COUNTERS:

These are working at all bus stands for the convenience of the traveling public in obtaining

student passers, Monthly Season Tickets and Freedom Tickets,

11 PASSENGER AMENITIES AT BUS STANDS:

Refreshment rooms, drinking water facility, sitting arrangements, display of time tables,

enquiry, counters, pass issue counters, advance booking counters, luggage booking counters,

separate toilets urinals for gents ladies, cycle scooter car parking stands, CCTV , book stall,

fruit stall: STD local telephone booths etc are provided at bus stands .

2.e AREA OF OPERATIONS

Area of operation of KSRTC is REGIONAL.

KSRTC is a bus transport service for facilitating people and goods to migrate from

one place to that of the other with minimum ease of reach and fare with proper comforts.

It has been gained immense attention from the public as it”s a government body

which makes them feel secured to travel around and the services being offered by them is

proved to be satisfactory.

It facilitates people to travel within the city , outside the city and now outside the state

as well. Their service to the public is being expanding with the view to make the people

travel to their desired location with minimum of ease.



2.f OWNERSHIP PATTERN

Strictly speaking KSRTC is a semi-govt., body.

The amended RTC Act 1982 provides for the management of the corporation by the

Board of Directors. The Board Of Karnataka State Road Transport Corporation as on 31St

March 2006 consisted of 10 Directors.

Out of 10 Director nine are official and is non –official Director. The chairman is a

non official Director. All the official and non official Directors are appointed by the State

Government.

2.g INFRASTRUCTURAL FACILITIES.

In order for a corporation to succeed its infrastructure plays a major role whether

being its administrative blocks, production units, restroom facilities, etc.

The strength in the transport system comes from the depots, its operations

&improvement in the vehicle conditions. The obligation to provide transport facilities rests

with depots.

KSRTC has 75 depots under its network of operations spread over 15 divisions (12

operating div., and one bus station div., ) 145 bus stands and 5800 buses, 2 regional

workshops, 3 training institute, I press and 2 bus body building workshops comprising of

36269 employees.

A part from the above mentioned details it has come up with other infrastructure facilities

such as:

12 new depots have been constructed in the various parts of the state.

25 new bus stations constructed and 43 bus stations upgraded.

Well equipped central training institute has been set up at Hassan at al cost of 4.60 cores.

A community has for the benefit of employees at a cost of 4.00 cores.



A modernized driver training center.

Few other constructions of depots at various parts of the state is in progress.

2.h COMPETITORS INFORMATION

The main competitors coming in the way of KSRTC are the buses playing from neighboring

states viz..,

Kerala State Road Transport Corporation.

Andhra Pradesh State Road Transport Corporation.

Tamilnadu State Road Corporation.

Indian Railways there are many private competitors as well who are on the

race of providing better comforts and services.

2.i ACHIEVEMENTS AND AWARDS

The KSRTC has been focusing on innovation of not only a world class fleet, but also

international standards of infrastructure, processes, operations and initiatives, Its introduction

of passenger- friendly initiatives has enabled it to completely be in tune with commuter need.

As the result of the above services being provided by KSRTC, it has gained a way for lot of

awards. Few of the awards that are being won by KSRTC from the year 2006 is as follows.

SL.NO DATE DESCRIPATION

1 2006 EMPI-Indian express Indian innovation award, for

successful implementation of automated electronic test

driving system.

2 2008 Award for excellence, for implementing “electronic

ticketing machine in Mysore City Busses “at the

conferences & exhibition on urban mobility India 2008.

3 2009 Award for excellence, for excellence in urban transport



projects under JnNURM initiatives.

4 2010 National e-governance award, for “exemplary

implementation of e-governance initiatives” for its

AWATAR project.

5 2010 CHIEF MINISTERS RATNA AWARD. For best

performance in public sector enterprise.

6 2010 INDIAN PRIDE GOLD AWARD, for infrastructure

development and transportation in public sector units.

7 2010 GOLDEN PEACCK AWARD, for its innovative

products service i.e., for implementing AWATAR. It

was the first STU to implement it in the whole of

INDIA

8 2011 GOLDEN PEACOCK ECO-INNOVATION AWARD,

fro the successful implementation of the unique project

of ethanol blending of diesel

9 2012 APOLLPO-CV AWARD for the best public sector

fleet operator of the year i.e., for its overall excellence

in public transport during the year 2011

10 2013 DECCAN CHRONICLE GREEN AWARD for its

great initiatives been taken to protect the environment

through various environment friendly programs.

11 2014 EARTH CARE AWARD FOR EXCELLENCE in

climate mitigation and adaption through ethanol blend

diesel in 21 depots covering 2100 buses

12 2015 THE WORLD IS OPEN AWARD, institute by



SKOCH consultancy services for successful

implementation (100%) of electronic machines in all its

buses.

LITERATURE REVIEW

LAURA EBOLI: (2010)



The quality of a public transport system is covered by many factors, such as

considerations relative to comfort and safety within the vehicle, the time taken to cover the

routes and the convenience and existence of any supporting infrastructure

The desired quality is different from the perceived quality because it does not

represent the daily experiences of the users, but rather what they desire, hope for or

expect from their public transport system.

This paper offers a new points of view by introducing a new idea of quality the

quality the user and potential user desires.

Desired quality is shown to vary with user category.

In order to improve service quality and attract more passengers to public authorities

and operating companies with useful information to plan personalized marketing

policies specifically directed at different categories of users and potential users of

public transport.

LAURA EBOLI:

The measuring transit service quality is proposed. The methodology is based on the

use of both passenger perceptions and transit agency performance measures involving the

main aspects characterizing a transit service,

The combination of these two types of service quality measurement fulfils the need to

provide a reliable as possible measurement tool of the transit performance. Considering

passenger perceptions is fundamental because the customer’s point of view is very relevant

for evaluating the performance of a transit service.

At the same time, the use of a more objective measurement provided by the transit

agency can be a useful solution for obtaining a more comprehensive service quality

measurement.

BHIMARAYA:



Transportation organizations, particularly public transport corporations, followed the

lead of manufacturing or other service industries in adopting Total quality Management

(TQM) In recent years, quality has become an important competitive strategy in the global

market. In near future, due to World Trade Organization agreements, globalization, and

competitiveness, transport organizations have no choice other than adopting TQM for their

survival.

JAO-HONG CHENG, CHEIN YUAN LAI: (2012):

To enhance transport efficiency and service quality, a lot of countries are actively

promoting Intelligent Transportation System (ITS) on public transportation today, The

transport efficiency and service quality that people concern mostly are less waiting time and

the reliability of the system. Dynamic bus information system is one kind of more efficiency

transportation service of intelligent transportation system. Therefore the valuation of

dynamic bus information system on public transportation becomes an important issue.

BY LAURA EBOLI, GABRIELLA MAZZULLA: (2013):

In this article a tool for measuring customer satisfaction in public transport is

proposed. Specifically, a structural equation model is formulation to explore the impact of

the relationship between global customer satisfaction and service quality attributes. The

public transport service analyzed is the bus service habitually used by University of Calabria

students to reach the campus from the urban area of Cosenza (southern Italy). To calibrate

the model, Some data collected in a survey addressed to a sample of students were used. The

proposed model can be useful both to transport agencies and planners to analyze the

correlation between service quality attributes and identify the more convenient attributes for

improving the supplied service.

LAURA EBOLI:



The measuring transit service quality is proposed. The methodology is based on the

use of both passenger perceptions and transit agency performance measures involving the

main aspects characterizing a transit service. The combination of these two types of service

quality measurement fulfils the need to provide a realizable as possible measurement tool of

the transit performance. Considering passenger perceptions is fundamental because the

customer’s point of view is very relevant for evaluating the performance of a transit service,

At the same time, the use of a more objective measurement provided by the transit agency

can be a useful solution for obtaining a more comprehensive service quality measurement.

Customer Customer

Gap

Company Gap 4

Gap 3

Gap 1

Gap 2

Ap1 : Market research gap


Expended service

Perceived service

External communications

to customers

Expended service

Perceived service

External communications

to customers

Company perceptions of

consumer

Customer –driven service designs and standards

Service Delivery


Gap 1 Customer gap

Management may not understand how customers formulate their expectations from

past experience, advertising, communication with friends.

Improve market research

Foster better communication between employees and its frontline employees.

Reduce the number of levels of management that distance the customer.

Gap 2: Design gap

Management unable to formulate target level of service to meet customer

expectations and translate them to specifications.

Setting goals and standardizing service delivery tasks can close the gap

Gap 3: Conformance gap

Actual delivery of service cannot meet the specifications set by management

Lack of teamwork

Poor employee selection

Inadequate training

Inappropriate job design

Gap 4: Communication gap

Discrepancy between service delivery and external communication

Exaggerated promises in advertising

Lack of information provided to contact personnel to give customers



Probha Ramseook-Munhurrun, University of Technology, Mauritius

Soolakshna D. Lukea-Bhiwajee, University of Technology, Mauritius

Perunjodi Naidoo, University Of Technology, Mauritius

Attitude towards the service and generally accepted as an antecedent of overall

customer satisfaction (Zeithaml and Bitner, 1996). Parasuraman et all. 1988 have defined

service quality as the ability of the organization to meet or exceed customer expectations. It

is the difference between customer expectations of service and perceived service (Zeithaml et

al., 1990). Perceived service quality results from comparisons by customers of expectations

with their perceptions of service delivered by the suppliers (Zeithamlet al., 1990) . If hende

customer dissatisfaction occurs (Parasuraman et al., 1985; Leewis and Mitchell, 1990).

Services unlike tangible products are produced and consumed at the same time in the

presence of the customer and the service producer. The presence of the human element

during the service delivery process greatly increases the probability of error on the part of

employees and customers. This error is due to intangible behavioral processes that cannot be

easily monitored or controlled (Bowen, 1986), However, although a substantial amount of

service quality research has focused on service customers perceived service quality

(Parasuraman et al., 1988; Carman, 1990; Parasuraman et al., 1991; Babakus and Boller

1992; Cronin and Taylor, 1992; Babakus and Mangold, 1992), relatively little attention has

been paid to exploring the factors that impact on service employees behavior with regard to

delivering service quality. More than two decades ago, Surprenant and Solomon (1987)

stated that service encounters are human interactions. They suggested that customers and

service providers have roles to play during and possibly after service encounters and that

these roles are based on ‘’interpersonal interactions’’ They suggested that customers and

service provider and the service receiver. Similarly, Czepiel (1990) concluded that research

on service quality must always include the perspectives of both the provider and the receiver,

However, most research on the service quality construct has been restricted to one

perspective: that of the service receiver (Parasuraman et al., 1988; Guerrier and Deery,

1998). A few have applied dual perspectives and considered interactive features of service



quality in service encounters (Tam and Wong, 2991; Chow-Chua and Kmaran, 2002 ;

Dedeke, 2003; Swenson, 2004, 2006).

Because service delivery occurs during the interactions between contact employees

and customers, attitudes and behaviors of the contact employees can influence customers

psof service quality (Schneider and Bowen, 1985), Moreover, Beatson et al., (2008) fund that

perceived employee satisfaction, perceived employee loyalty, and perceived employee

commitment had a sizable impact on perceived product quality and on perceived service

quality. According to Zeithamal and Bitner (1996) , contact employees represent the

organization and can directly influence customer satisfaction, they perform the role of

marketers, Whether acknowledged or not, service employees perform marketing



INTERNATIONAL JOURNAL OF MANAGEMENT AND MARKETING

RESEARCH *VOLUME3 * NUMBER1 * 2013

Functions. They can perform these functions well, to the organization’s advantage, or

poorly, to the organization’s detriment. According to Bettencourt and Ginner (1996) FLE has

the opportunity to tailor in real-time not only the services the firm offers, but also the way in

which those services are delivered. Customer actions, reactions and other characteristics can

have a profound influence on the actions and mannerisms of front-line service personnel

(Solomon et al., 1985; Matzler et al., 2004 ) Customer largely establish their impressions of

the organization’s level of service provision based on their encounter with FLE. Therefore

employees involved in the delivery of frontline services can provide valuable information

for improving service. FLE are knowledgeable about the strengths and weaknesses of the

service through their contact with customers and this is an important form of feedback that

can be used y organizations in decision- making to better serve customers. Research has

established a positive correlation between the attitudes of employees and those of customers,

including employee and customer perceptions of service quality (Schneider and Bowen,

1985).

The two main research instruments that have been developed over the years to

analyze the concepts of quality and consumer satisfaction in the service industry are

Importance Performance Analysis (IPA) and SERVQUAL. IPA is a procedure that shows

the relative importance of various attributes, and the performance of the firm, product or

destination under study in providing these attributes. Its use has important marketing and

management implications for decisions makers, and one of the major benefits of using IPA is

the identification of areas for service quality improvements. Results are displayed graphically

on a two dimensional grid, and gy a simple isual analysis of this matrix, policy makers can

identify areas where the resources and programs need to be concentrated. Introduced over 20

years ago (Martilla and James 1977), the use of IPA is well documented in the literature.



Originally applied to the service department of an automobile dealer, the employment of this

marketing technique has spread into various fields, It has been applied to the health care

market (Cunningham and Gaeth 1989), dental practices. ( Nitse and Bush 1993). Banking

services (Ennew. Reed, and Binks 1993). The hotel industry (Bush and ortinau 1986 ) and

(Martin 1995), adult education ( Alberty and Mihalik 1989), tourism policy (Evans and Chon

1990). And tourist destination (Hudson and Shephard 1998).

Others have sought to modify or develop the technique. Easingwood and Amott

(1991) used a similar idea to present their survey – based study of generic priorities in

services transport worth USD 0.345 million (Kamal, after and Shahid, 2005) and

approximate 350-400 local restaurants in Karachi. According to Kamal. After and Shahid

(2005) that 150 caterers are running their businesses with 150,000 employees. Every year the

demand for the Catering Business will be going on increasing (Doyle, 2009). Catering is one

of the highest rising sectors ( Jones, 2009) with restaurants. Catering business may be a very

profitable field tp get into (Skoglund,2008), catering business has the potential of over USD

460.24

Million per annum (Qureshi, 2004) Cateres say the estimated daily turnover of the catering

business in the city is in the range of USD 75thousand to USD 80 thousand ( Khan, 2004) in

excess demand season, but according to CEO of Hanif Rajput Cateres, Javed Rajput “

catering business is still an unorganized sector, professionalism has really not permeated”

( Kamal, After and shahid, 2005). By the 1990’s the competition in the catering business

became intense ( Kamal, After and Shahid, 2005). By the 1990’s the competition in the

catering business became intense ( Kamal, Ather and Shahid, 2005) along with restaurants.

According to Farrukh (1999) ‘ dining out’ is growing in popularity. More than 11

million people dine out regularly. In the past, most local hotels and restaurants served

traditional foods. Recently, However, ethic and fast foods, including western-style Chinese

style fast food, have become popular and an increasing number of fast food chains have been

successfully established in the major urban areas. The sector is dominated by numerous and

midsized Family restaurants in which 62% hotels and 17% are ethnics. Some reasons that

now people like to visit restaurant or take caterer services such as:



Rapid urbanization.

Increased female participation in the work force.

Increased exposure to different foods via the popular ,media, from workers and

students returning from overseas.

Promotional activities of the local industry.

Increased popularity of western and Americana cultures, including American foods

and preference over Chinese foods.

Trend in society. However, the focus of this research is services quality which

definitely has remote correlation with the above stated challenges. Service quality is

an abstract and elusive construct because of three features unique to services.

Intangibility, heterogeneity, and Inseparability of production and consumption

( parasuraman, Zeithamal, and Berry 1985). Zeithamal (1987) defines perceived

quality as “ the consuer’s judgment about an entity’s

Overall excellence or superiority”. Stevens and et all (1995) describe it as, “perceived

service quality is a function of the interaction among three independent variables: normative

expectations, predictive expectations, and actual service quality. The lower the expectations

the consumers have about what should happen, the better their perceptions of the actual

service.

And the higher their expectations about what will happen, the better their perceptions

of the actual service”. Whereas, Oliver (1981) gives the definition of satisfaction as”, it is the

summary psychological state resulting when the emotion surrounding disconfirmed

expectations is coupled with the consumer’s prior feelings about the consumption

experience” The study of service quality brought much into the attention of researchers about

two decades ago, when Valarie, Zeithaml, et al (1988) introduced servqual, It is an

empirically derived method that could be used by any service organization to improve

service quality ( Cronin & Stephen, 1992) . It is a multi-item scale developed to assess

customer perceptions of service quality in service and retail organizations, The scale

addresses the notion of service quality in response to the different features of above said



dimensions. Zeithaml. Parasuraman and Berry’s (1988) research in service marketing shows

that a significant gap may exist between customers expectations and the assessment by

managers of those expectations. According to Brown and Bond (1995) , “The gap model is

one of the best received and most heuristically valuable contributions to the service

literature”. Asubonteng et al. (1996) conclude that, “until a better but equally simple model

emerges, Servqual will predominate as a service quality measure”, While applying the

servqual dimensions; for customer satisfaction in restaurant industry Dube et al (1994) state

that “Ultimately, a manager would take this information to analyze the areas that, if

improved, would have the largest impact on satisfaction, taking into account costs and risks”,

Referring to the potential for improvement in Restaurant industry, they further state that, “As

part of the consideration of costs and benefits of any service improvement, a manager must

determine the potential presented by each service attribute in terms of satisfaction or repeat-

purchase improvement” Shahin (2006) writes “managers in the service sector are under

increasing pressure to demonstrate that their services are customer-focused and that

continuous performance improvement is being delivered. Given the financial and resource

constraints under which service organizations must mange it is essential that customer

expectations are properly understood and measured and that, from the customers perspective

any gaps in service quality are identified. This information then assists a manager in

identifying cost effective ways of closing service quality gaps and of prioritizing which gaps

to focus on- a critical decision given scarce resources.” Service quality is considered as an

important factor when it comes to deciding where to eat (Waters, 1998). The service is

supposed to elicit an emotional reaction, without which entirely understand the customers

satisfaction process (Ladhari , Morales et al, 2005) However, the customer opinion of service

quality is change overtime (palmer and O Neill, 1999 ). About their dining out experiences

concerning the consumers, Stevens and et al (1995) state that, “Consumer is impatient and

sophisticated, If your restaurant isn’t providing satisfaction- service and value- the consumer

will leave it for another…. Today the restaurateur who provides great service and value has a

competitive advantage over those operators who do not”. They have developed a tool named

Dineserv, designed to assess continual assessment of customers perceptions of restaurants

quality. It is a 29 item questionnaire to judge, restaurant consumers opinions, in order to



improve the standards accordingly by the restaurateurs. Referring to a 1986 Gallup report

results, Stevens and et al (1995) state that of consumers going to a restaurant for the first

time, 44 percent went because of a recommendation and another 10 percent went with

someone who had been there before. They surveyed three types of diners, fine diners, casual

diners, and quick service consumers and found that the higher the perception of service

quality, the greater the intention to return and to recommend, Furthermore; about the impact

of word –of-mouth advertising; referring to Plymire’s 1991 article, they will typically tell

eight to ten others about their negative experiences”. However, they suggest three ways to

improve customers perceptions about service: improve the service, lower the expectations of

what should happen, and raise the expectations about what will happen. Kim, Nee Ng, et al

(2008), have tried to investigate the relative importance of institutional Dineserv factors that

affect customer satisfaction and also to examine the ultimate satisfaction influence on return

intention and word-of-mouth endorsement, Moreover Sulek & Hensley (2004) provide

evidence that fairness in services increase the delightness in customer behavior and interpret

it as a compliment. As Lovelock (1998) explains that the services are heterogeneous in

nature, so no two encounters will bring the same emotions and ultimately differing in the

level of satisfaction.

Therefore, Michael Edwardson (1998), argues that, “customer satisfaction

measurement and research as commonly applied, needs to now move to the next stage and

consider the specific and unique consumer emotions and emotional knowledge structures that

comprise the variety and richness of the consumer experience”. Allan Yen-Lun Su (2002) has

tried to validate five dimensions of service quality contained in the Dineserv instrument in a

chain operated steakhouse and explored the differences in perceived service quality for

customers at different serving periods and for groups of different customer loyalty. He thinks

that the results of his study will help restaurant management establish a total quality

management (TQM) program to improve overall service quality to restaurateurs.

The interest in studying satisfaction and service quality as the antecedents of customer

behavioral intentions in this paper has been stimulated, firstly, by the recognition that

customer satisfaction does not, on its own, produce customer lifetime value (Appiah-



Adu, 1999) Secondly, satisfaction and quality are closely linked to market share and

customer retention (Fornell, 1992; Rust and Zahorik, 1993; Patterson and Spreng,

1997 ) There are overwhelming arguments that it is more expensive to win new

customers than to keep existing ones (Ennew and Binks, 1996; Hormozi and Giles,

2004). This is in line with Athanassopoulos, Gounaris and Stathakopoulor’s (2001)

arguments that customer replacement costs, like advertising, promotion and sales

expenses, are high and it takes time for new customers to become profitable. And

lastly, the increase of retention rate implied greater positive word of mouth (Appiah-

Adu, 1999), decrease price sensitivity and future transaction costs (Reichheld and

Sasser, 1990) and, finally, leading to better business performance (Fornell, 1992;

Ennew and Banks, 1996; Bolton, 1998; Ryals, 2003).

From the literature that has been reviewed so far, customer satisfaction seems

to be the subject of considerable interest by both marketing practitioners and

academics since 1970s (Churchill and Surprenant, 1982; Jones and Suh, 2000) .

Companies and researchers first tried to measure customer satisfaction in the early

1970s , On the theory that increasing it would help them prosper (Coyles and Gokey,

2002), Throughout the 1980s, researchers relied on customer satisfaction and quality

ratings obtained from surveys for performance monitoring, compensation as well as

resource allocation (Bolton, 1998) and began to examine further the determinats of

customer satisfaction (Swan and Trawick, 1981; Churchill and surprenant, 1982;

Bearden and Teel, 1983). In the 1990s, however, organizations and researchers have

become increasingly concerned about the financial implications of their customer

satisfaction (Rust and Zahorik, 1993; Bolton, 1998).

While satisfaction has been examined by many researchers in different industries

(Fornell, 1992;Anderson and Sullivan, 1993; Bolton 1998; Caruan, 2002; Ranaweera

and Prabhu, 2003), service quality is also likely toinfluence consumer behavioral

intentions (Bitner, 1990; Cronin and Taylor, 1992, 1994; Choi et al., 2004), Cronin,

Brady and Hult (2000) stated that examining only one variable at a time may



confound the understanding of consumer decision-making and this may lead to

inappropriate marketing strategies.

This view is supported by Caruana (2002) and it is crucial to study the effect of other

constructs such as quality on behavioral intentions in addition to customer

satisfaction. Hence, this study incorporated service quality into the model in

examining customer’s repatronage intentions in the restaurant context.



DATA ANALYSIS AND INTERPRETATION OF DEMOGRAPHIC

PROFILE

AGE

TABLE NO: 1

AGE (Years) Respondent

Percentag

e

16-25 16 32%

26-35 15 30%

36-45 7 14%

46 & ABOVE 12 24%

Total 50 100%

INTERPERTATION:


16-25 26-35 36-45 46 & ABOVE Total0

10

20

30

40

50

60

16 15

7

12

50

RespondentPercentage


The above table shown that 32% of the respondent belong to the age group of 16-25

years, 30% belong to the age group of 26-35 years 14 belongs to the age group of 36-45

years, 24% belongs to the age group of 46 and above.

GENDER

TABLE NO: 2

Gender Respondent Percentage

Male 31 62%

Female 19 38%

Total 50 100%

31

19

50

Respondent

MaleFemaleTotal

INTERPRETATION



The survey clearly shows that 62% of the respondents are male and remaining 38% of

them are female.

OCCUPATION

TABLE NO 3:

Occupation Respondent Percentage

Businessman 5 10%

Agriculture 7 14%

Govt. Service 13 26%

Student 17 34%

Others 8 16%

Total 50 100%

1 2 3 4 5 60

10

20

30

40

50

60

57

1317

8

50

OccupationRespondentPercentage



INTERPRETATION

The above table shows that 30% of the respondents belong to business, 14% belong

to agriculturist, 26% of the respondents belong to Govt. employees, 34% belongs to students

and 16% belongs to others

KSRTC has modern equipment

Responses Disagree

Strongly

disagree

Neither disagree

not agree Strongly agree Agree Total

No

respondents 4 2 9 13 22 50

percentage 8% 4% 18% 26% 44% 100%

Disagree Strongly disagree Neither disagree not agree

Strongly agree Agree0

5

10

15

20

25

42

9

13

22Series1Series2

INTERPEATION:



From the above data we can analyze that 44% of the respondents agree that KSRTC

has modern equipment because KSRTC has provided specialized product and services

recently and have updated services as well 26% of the respondents strongly agree, 18% of the

respondents strongly disagree because they prefer more specialized modern equipment is

KSRTC services 8% of the respondents disagree and 4% of the respondents do not express

this opinion

KSRTC's physical features can be visually appearing

Responses

Disagre

e Strongly disagree

Neither disagree

not agree Strongly agree Agree Total

No respondents 10 6 6 12 16 50

Percentage 20 12 12 24 32 100

Disagree Strongly disagree Neither disagree not agree


5

10

15

20

25

30

35

20

12 12

24

32

Chart TitleSeries1 Series2

INTERPRETATION;



From the above data I have analyze that 32% of the total respondents agree and 24%

of the total respondents strongly agree that the physical features can be visualized and its

very convenient for them, where as 20% of the respondents disagree they are of the opinion

that the physical features have been destroyed before using and its not been replaced, 12% of

the respondents find that there are no physical features present is many of the rural bus

stations, 12% of the respondents have preferred not to other to either to agree nor disagree.

Materials associated with the service (such as booking counters, telephone

booths, refreshment rooms etc) are visually appearing at the bus stand.

Responses

Disagre

e

Strongly

disagree

Neither disagree nor

agree Strongly agree Agree Total


Percentage 10 6 4 50 20 100%

53 2

25

10

50

ResponsesDisagreeStrongly disagreeNeither disagree nor agreeStrongly agreeAgreeTotal

INTERPRETATION:



From the above data we can analyze that 50% of the respondents strongly agree that

materials associated with service are visually appeared as the bus stand as been totally

constructed keeping the passengers in mind, 20% of the respondents are also for the same

opinion, Where as 10% of the respondents disagree as they are passengers from different

cities and towns, 8% of the respondents neither agree nor disagree as they have not travelled,

tots 4% of the respondents strongly disagree as they are from rural area.

A full range of updated physical facilities and equipment are provided at

the bus stand

Responses

Disagre

e Strongly disagree

Neither disagree

nor agree Strongly agree Agree Total


Percentage 18 10 16 24 20 100%

Disagree Strongly disagree

Neither disaree nor agree


5

10

15

20

25

18

10

16

24

20

Series1Series2

INTERPRETATION:



Of the total respondents 24% of the respondents strongly agree that the physical

features and equipment provided at the bus stand are good 20% of the respondents agree

from the same reason, where as 18% of the respondents disagree the physical facilities are

not update and are not maintained by the government, 16% of the respondents are of the

same opinion, 10% of the respondent neither agree nor disagree select the physical facilities

as they are not aware of the update facilities.

KSRTC provides its service at to time it promises to do so

Responses Disagree Strongly disagree Neither disagree nor agree Strongly agree Agree Total


percentage 30 16 18 14 26 100%


Neither disagree nor agree


2

4

6

8

10

12

14

1615

89

7

13

Series1

INTERPRETATION:



From the above data 30% of the respondents disagree that the KSRTC service are not

been provided on time as the employees at KSRTC are very irresponsible and reckless

drivers, 26% are the respondents agree because they are all rural dwellers and there are

hardly any bus facility in those areas 18% of the total respondents strongly disagree because

they are very unhappy with bus services into small towns and village 16% of the respondents

neither agree nor disagree as they are very unaffected by the services provided of the

respondents strongly a

When you have a problem, KSRTC shows its sincere interest in solving it

Responses

Disagre

e Strongly disagree

Neither disagree


No Respondents 8 7 5 12 18 50

Percentage 16 14 10 24 36 100%

Disagree Strongly disagree Neither disagree nor agree


2

4

6

8

10

12

14

16

18

20

8 75

12

18 Series1

INTERPRETATION:



From the above data 36% of the respondents agree that KSRTC taken sincere interest

in solving the problem as these many respondents have positive experience in the bus

services, 24% of the respondents are of the same opinion whereas, 16% of the respondents

disagree that sincere interest has been taken be solve problems as the passengers are involved

different problems and no KSRTC officials please taken interest in showing them, 14% of

the respondents neither agree nor disagree 10% of the respondents strongly disagree.

KSRTC PERFORMS THE SERVICE RIGHT THE FIRST TIME

Responses Disagree

Strongly

disagree



No


Percentage 14 10 16 34 26 100%



2

4

6

8

10

12

14

16

18

7

5

8

17

13

Series1

INTERPRETATION: HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 44


From the above data are can analyze that 34% of the respondents strongly agree that

the KSRTC perform Right from the first time it self.26% of the respondents also agreed with

the some opinion, 16% and 14% of the respondents strongly disagree and disagree that the

services by the KSRTC is not done right from the first time because of the irresponsible

behavior of the services provider, 10% of the respondents are not of any opinion.

Employees in the offices communicate prompt services and guidelines.

Responses Disagree

Strongly

disagree

Neither disagree


No


Percentage 12% 12% 8% 28% 40% 100%



5

10

15

20

25

6 6

4

14

20

Series1

INTERPRETATION:

From the above data 40% of the respondents agree that the employee provide prompt

communication service and guidelines, 28% of the respondents agree on the same, 12% of



the respondents disagree that the employees did not respond as they are very irresponsive

toward their duties and, 12% of the respondents neither agree nor disagree on any of the

responds and 8% of them strongly disagree an the employees providing them right

information and responding to the passengers.

Staffs in the office/ bus stand giving the service as expected you

Responses Disagree

Strongl

y

disagree




Percentage 18% 14% 26% 18% 24% 100%

Disagree

Strongly disagree


Strongly agree

Agree

0 2 4 6 8 10 12 14

9

7

13

9

12

Series1

INTERPRETATION:



From the above data we can analyze that 26% of the total respondents strongly

disagree that staffs in the bus stand provide good services because the staffs are not well

trained and are not aware of the services and are not helpful by nature, But 24% of the

respondents agree that the services are expected, There is on equal percentage of 18% for

both disagree and strongly agree opinion of the respondents and 14% of the respondents

neither agree nor disagree of the above matter.

Employees in the office/ bus stand are never too busy to respond to your

request.

Responses Disagree

Strongly

disagree

Neither disagree


No


Percentage 34 18 12 24 12 100%




2

4

6

8

10

12

14

16

1817

9

6

12

6

Series1

INTERPRETATION:



From the above data it is very clear that 34% of the total respondents disagree that the

communication of the staff and knowledge to communicate is good they have a bad

communication that is opinion of the passengers 24% agree that the knowledge to

communicate is good, 12% for both agree and strongly disagree is the opinion of the

respondents towards the knowledge of communication of the staffs at KSRTC bus stand

where as 18% of neither agree nor disagree of the above matter.

Staff is willing to listen to your individual point of view

Responses

Disagre

e

Strongly

disagree




Percentage 14 10 10 22 44 100%



5

10

15

20

25

75 5

11

22 Series1

INTERPRETATION:

From the above data we can analyzed that 44% of the total respondents are of the

opinion that the staffs are willing to listen to the point of view of the passengers to make their

service better day by day 22% of the respondents strongly agree to the above statement



whereas, 14% of the total respondents disagree and 10% of the respondents both neither

agree nor disagree as well as strongly disagree on this point because the staffs are very

important and are not empathetic towards passengers.

Staff is polite and courteous to you

Responses

Disagre

e

Strongly

disagree

Neither disagree



Percentage 14 10 10 22 44 100%



5

10

15

20

25

7

5 5

11

22

Series1

INTERPRETATION:



From the above data we can analyzed that 44% of the total respondents agree that the

staffs are polite and courteous to where as 22% of the respondents agree on the same point

14% of the total respondents disagree as the staff a very rude and trade the passengers very

rudely where as 10% of the respondents neither disagree nor agree and 10% of the

respondents strongly disagree that the staff are courteous and polite because of their negative,

experience with the staff.

Behavior of the employees in the office/bus stand instills the expected

Responses Disagree

Strongly

disagree

neither disagree nor


No


percentage 12 10 10 20 48 100%


neither disagree nor agree


5

10

15

20

25

65 5

10

24

Series1



INTERPREATATION:

From the above data we can understand that 48% of the total respondents agree that

the behavior of the employees create confidence in the minds of the passengers where as

agree to the same but 12% of the disagree that the behavior of the employees are bad and at

time very rude, and 10% of the respondents neither agree nor disagree of the above point and

even strongly disagree because the employees are misbehaved at times.

You feel safe travelling with the KSRTC buses

Responses Disagree

Strongly

disagree

Neither disagree



Percentage 2 2 4 52 40 100%



5

10

15

20

25

30

1 12

26

20

Series1

INTERPRETATION:HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 51


From the above data we can understand that 52% of the total respondents strongly

agree that travelling in KSRTC buses are safe and the drivers are well trained, 40% of the

total respondents agree with the above statement, only 4% of the respondents strongly

disagree because they have travelled and have met with accident or have faced bad

experience so they have a negative opinion on the service provider, and only 2% of the

respondents disagree and neither agree nor disagree of the following.

Your complaints are constructively handled.

Responses Disagree

Strongly

disagree



No


Percentage 30 22 14 12 22 100%

Disagree

Strongly disagree


Strongly agree

Agree

0 2 4 6 8 10 12 14 16

15

11

7

6

11

Series1

INTERPRETATON:



From the above data we can understand that 30% of the respondents disagree that the

problems are handled properly as per the perception of the passengers but 22% of the

respondents neither disagree nor agree and even agree that they respond to the problem in a

position attitude where as 14% of the total respondents strongly disagree that the staff

respond to the problems and handle the problems as according to the perception of the

passengers because this irresponsible attitude and 12% of the respondents strongly agree of

the above.

KSRTC understands your specific needs.

Responses

Disagre

e Strongly disagree

Neither

disagree nor



Percentage 16 10 14 24 40 100%

7 8 9 10 11 12 13 14 15 160

2

4

6

8

10

12

14

7

20

Strongly disagreeStrongly agree

INTERPRETATION:



From the above data we can analyzed that 40% of the total respondents agree that

they are satisfied with the overall services provided by KSRTC as the buses are on time and

more buses as per the movement of the passenger, 24% of the respondents agree to the above

statement where as 16% of the respondents disagree because they are not happy with the

attitude of the conductors in the buses and the inconsiderate drivers of the bus drivers where

as 14% of the respondents strongly disagree for the same reason maintained above and 10%

of the respondents neither disagree nor agree.

An equal is delivered to individual customers as well as group of customers

Responses

Disagre

e

Strongly

disagree




Percentage 32 18 18 14 18 100%

Disagree

Strongly disagree


Strongly agree

Agree

0 2 4 6 8 10 12 14 16 18

16

9

9

7

9

Series1



INTERPREATATION:

From the above data we can analyzed that 32% of the total respondents disagree

because they have experienced an partial behavior from the conductors and bus drivers 18%

of the respondents neither agree nor disagree and strongly disagree they are of the same

opinion that individuals and groups are treated in different manner and 18% of the

respondents agree as well that all are treated in a similar manner 14% of the respondents of

the total respondents as of the same opinion.

Complete and accurate information is provided to you in right time

Responses

Disagre

e

Strongly

disagree

Neither disagree



Percentage 18 12 14 18 38 100%



2

4

6

8

10

12

14

16

18

20

9

67

9

19

Series1

INTERPREATATION:



From the above data 38% of the respondents are of the opinion that the services

provided by KSRTC as according to the customer perception because the buses movements

are regular and the drivers keep at the time and off late they are maintaining the safety of the

passengers as well, 18% of the respondents accept to the same opinion where as 18% of the

respondents strongly disagree, neither agree nor disagree, 14% of the respondents strongly

disagree that customer perception of the passengers recognize with the perception of the

service provider where as 12% of the total respondents have not given any opinion.

A full range of services is delivered to meet your changing needs.

Responses

Disagre

e

Strongly

disagree




Percentage 16 10 12 24 38 100



2

4

6

8

10

12

14

16

18

20

8

56

12

19

Series1



INTERPREATATION:

From the above data 38% of the total respondents agree that availability of service of

rural area are according to the expectations of the customers where as 24% of the

respondents strongly agree to the same opinion 16% of the respondents disagree as its not

according to this perseverance not all buses or allotted to all rural areas where as 12% of the

total respondents strongly disagree for the same reason mentioned above.

FINDINGS

Commuters Profile

62% of the respondents belong to male and 38% respondent belongs to

female.

31% of the respondents belong to 16-25 years.

27% of the respondents belong to students.

60% of the commuters agreed that KSRTC has modem equipment, physical

features and materials associated with the services are visually appealing at

the bus stand.

60% of the passengers agreed that when they have a problem, KSRTC shows

its sincere interest in solving it.

67% of the passengers agreed that when they have a prompt services and

guidelines.

64% of the travelers agreed staffs are polite and courteous with them.

68% of the commuters agreed that behavior of the employees in the office bus

stand instills confidence in them.

90% of the travelers felt safe travelling with the KSRTC buses.

68% of the travelers agreed that employees in the office bus stand have the

knowledge to answer their questions.



52% of the travelers have an opinion that employees in the office bus stand

are busy to respond to their request.

50% of the passengers have an opinion that their complaints are not handled

properly.

50% of the commuters disagree that an equal service is not delivered to

individual customers, as well as group of customers.

From the above findings it understand that gap 4 and gap 5 has accord because

the services are not matched the promises made by KSRTC and expected

service is not been given by the employees of KSRTC to fill the gaps a few

strategies have to be applied which are mentioned in suggestions.

Suggestions:

Majority of the travelers have an opinion that KSRTC is having good

tangibles.

Hassan is mainly a rural background city, people having a less income and

KSRTC is the major transport provider in Hassan So it is the duty of the

transportation organization to provide a more number of buses and it have to

show sincere interest when people having a problem (inconvenient timings,

bus puncture etc) by arranging alternative solution provide buses at exact

timings.

All passenger are not literate, so it is the duty of the staff to provide a prompt

services, guidelines and equal prominence have to be given to all customers

(individual/group).

Job specification training and communication training must be provided to the

employees for the better interaction with the passengers. And complaints

given by the travelers must be handled in a feasible matter to satisfy the

customers. S. in case of change in bus timings (route cancellation) passengers

must be informed early, it should be displayed in the bus stand at particular

route number place. And at the time of festival/fairs it should provide a more

number of buses to meet the changing needs.



RECOMMENDATIONS:

Special buses should be provided for lady passengers.

Free travelling facility must be provided for the senior citizens (above 80 years) and

physically handicapped people.

More number of buses should be provided for the convenience of the students.

Suggestion box should be provided in all bus stands so that commuters can put

forward their suggestions complaints.

It is observed in most of the buses first aid box is not available so first aid box should

be made compulsory to help the commuters dining injuries.

It is suggested to maintain the good quality of service to retain and attract many more

commuters.

Even though the tangibles are acceptable attention should be given towards the

replacement of damaged seats.



CONCLUSION:

KSRTC is the major transportation mode preferred by the public. So it is the duty of

the Organization to provide quality services to meet the requirements of the passengers.

KSRTC is one of the services given by the Government Of Karnataka where in it is

trying to understand the perception of the customers and improvise is quality day by day.

Service is an act or performance that one party can offer to another that is essentially

intangible and does not result in the ownership of anything. While providing services, if

KSRTC gives its importance to the dimensions of services like tangibles, reliability,

responsiveness, assurance and empathy it can improve its service quality.



BIBLIOGRAPHY

Www.google.com

Wikipidia.com

Www.ask.com

Www.ksrtc.com

Books and authors

Christopher Lovelock, Jochen Writz, Jayantaa chattered, Service marketing 5th

edition person education page No 110-115

Valarie A Zeithmal, Ajay Pundit, Service marketing . 4th edition Tata Mc Grow-Hill

Publishing page No 443-453.


http://Www.ksrtc.com/

http://Www.ask.com/

http://Www.google.com/


ANNEXURE

QUESTIONNAIRE

I Sandeep kumar SK 4th semester student from HRIHE College, Hassan.

Conducting survey on ‘’A STUDY ON CUSTOMER EXPECTATIONS &

PERCEPTION TOWORDS QUALITY SERVICE PROVIDED BY

KSRTC IN HASSAN.

A kindly requests you to please spare your valuable time to answer this

questionnaire.

Thanking you, Yours Sincerely

(Sandeep kumar SK)



1) NAME:

2) SEX: MALE FEMALE

3) OCCUPTION:

Businessman Govt, Sersvice

Agriculture Student

Others

4) AGE:

16-25 26-35

36-45 46 & above

1) KSRTC has modern equipment.

Disagree Neither disagree nor agree

Strongly disagree Strongly agree

Agree

2) KSRTC’s physical features can be appeared visually


Neither disagree nor agree Strongly agree

Agree

3) Materials associated with the service (such as booking counters,

telephone booths, refreshment rooms etc) are appeared visually of the bus

stand,





Agree

4) A full range of updated physical facilities and equipment are provided at

the bus stand,



Agree

5) KSRTC provides its service at the time it promises to do so



Agree

6) When you have a problem, KSRTC shows its sincere interest in solving

it.



Agree

7) KSRTC performs the service right for the first time





Agree

8) Employees in the communicate prompt services and guidelines,



Agree

9) Staffs in the office/bus stand giving the service as expected you



Agree

10) Employees in the office/bus stand have the knowledge to

communicate with the questions.


Neither disagree or agree Strongly agree

Agree

11) Staffs are willing to listen to your individual point of view





Agree

12) Staff is polite and courteous to you


Neither disagree not agree Strongly agree

Agree

13) Behavior of the employees in the office/bus stand instills the

expected confidence in you.



Agree

14) You feel safe travelling with the KSRTC buses





Agree

15) Your complaints have been constructively handled by the

perception.



Agree

16) Are you satisfied with the overall service provided by the KSRTC?



Agree

17) An equal is delivered to individual customers as well as group of

customers





Agree

18) What customer perception towards the service quality of the

service is as according to the perception?



Agree

19) Perception of service of the rural area by the expatiation of the

customer.


