PASSENGERS' SATISFACTION TOWARDS THE TOWN BUSES SERVICES OF TAMIL NADU STATE TRANSPORT CORPORATIONS WITH SPECIAL REFERENCE TO TIRUCHRAPPALLI - IJRAR
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© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
PASSENGERS’ SATISFACTION TOWARDS
THE TOWN BUSES SERVICES OF TAMIL
NADU STATE TRANSPORT CORPORATIONS
WITH SPECIAL REFERENCE TO
TIRUCHRAPPALLI
Dr.M.Sirajudeen S.Senthilkumar
Assistant professor Ph.D Research SCHOLAR (Full time)
PG and Research Department of commerce Pg and research department of commerce
Jamal Mohamed college Jamal Mohamed college
Tiruchirappalli-20 Tiruchirappalli-20
ABSTRACT
Roads and highways are considered as veins and arteries of a transported are likened to blood in
circulation, enlivening economic activity of the country. Tamil Nadu has a well established transportation
system that connects all parts of the state. The Government of Tamil Nadu is one of the first States to take a
bold decision of encouraging the public sector co-operation for bolstering the infrastructure of the State. The
road network of the Tamil Nadu has been influencing considerably passengers perception, service quality,
access to social responsibility and above all the quality of life. Generally, the passengers have various
problems in traveling in public sector bus transport service and this study is focused to measure the various
problems and suggest ways to reduce problems and to provide higher perception, in addition to
identifying the level passengers’ perception towards service quality in Tamilnadu state transport
corporation trichirappalli
Key words: Passengers Perception, Service Quality, social responsibility
INTRODUCTION
A bus is a road vehicle designed to carry passengers. The first powered by internal combustion engine were used in
1985 and this is still the most common power source historically, the types and features of buses have developed
according to local needs. Buses were fitted with technology appropriate to the local climate and the passenger needs.
Bus - Meaning: The large motor vehicle consists of a long body, equipped with seats or benches for passengers, usually
operating as part of a scheduled service is called bus. Which vehicle designed to carry many passengers; used for public
transport in road is a bus, such as omnibus, multi bus, motorbus and autobus. Passenger should travels to reach a
required destination and facilities in bus. The buses classified into autobus, bus, double-decker, jitney, motorbus,
omnibus, coach. Minibus is a light bus (4 to 10 passengers). The public transport provided services for passengers to
travel from one place to another. A bus have roof - protective covering on top of a motor vehicle, window and
ownership. Window should be transparent opening in a vehicle that allows passengers to see outside the window and
also facilitates emergency exit in few.
Passenger - Meaning: One who travels in vehicles with the payment of minimal fee? One who stays comfy while the
others make reach his destination is passenger. In a vehicle apart from the driver or anyone associated with the
movement of the particular vehicle is passenger.
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 230© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Passenger Perception
Perception or sensitivity varies from person to person. Different people make out different things at a similar situation.
A passenger is a term broadly used to describe any person who travels in a vehicle, but bears little or no
responsibility for the tasks required for that vehicle to arrive at its destination.
Passenger perceptions are developed over time through a variety of sources, including:
Passenger‟ s Past experience
Interactions with SETC , TNSTC
Recommendations from friends and colleagues
Reviews by trustworthy sources
REVIEW OF LITREATURE
Van Vugt et al. (1996) the researcher states that the conducted an investigation on motivational factors which lead to
making decisions to travel by car or by public transportation modes. 192 employees participated and filled out a given
questionnaire which contains questions related to social value orientation, the commuting situation and a series of post
experimental questions. The findings provided strong evidence for the conclusion that the individuals saving travel time
and need more trips of public transport. Journal of service marketing, 9 (5), 30-41.
Tor Wallin Andreassen, (1995) in his research work argued that the Public services are offered to the public based on
the principle of equality. Private services on the other hand are based on differentiation. These differences raise the
question of whether customer preferences for public services are homogeneous while preferences for private services
are heterogeneous. Builds on an empirical study of 1,000 customers using either bus, train or tram in and around the
greater area of the capital of Norway. Discusses customer (dis)satisfaction with public transportation services.
Concludes by claiming that individual customer preferences exist and that high – and low‐frequency users of public
transportation services have different preferences. As a consequence, the industry has a low overall customer
satisfaction score. Implementing differentiated public services will improve the satisfaction score, i.e. expected utility,
and thereby reduce the need for privatizing the industry
According to Oktiani Astuti Budioono (2009), in his research study draft that, an increase in population generates
increasing in travel demand. This study focuses on traveler’s satisfaction with service quality attributes. Using self-rate
questionnaire to investigate overall customer satisfaction and factor that influence public transport users’ satisfaction.
Data were analyzed using descriptive, correlation, factor and regression analysis. One main finding reported that
customer is not satisfied yet with public transport service (M=2.5, SD=0.9). The correlation analysis reported frequency
(r=.50,p=.001), comfort travel by bus (r=.49,p=.001), on board security (r=.48,p=.001),and travel time (r=.48,p=.001),
are top four factors that positively correlate with overall satisfaction. Factor analysis grouped fourteen specific service
quality attributes into two factors, functional and soft factor. Both the functional quality factor and soft quality factor
demonstrated significant effect on overall customer satisfaction with public transport in Indonesia. The standardized
regression coefficient reported that functional quality factors (β=.393, p=.001) that consist of frequency, price,
punctuality and travel time, plays stronger influence on overall customer satisfaction than soft factor (β=.288, p=.001). It
is highly recommended to pay more attention on functional factor in order to improve and develop attractive and
marketable public transport. From regression analysis suggested that two factor that were measure only have low
influence on overall customer satisfaction, and it is interesting to investigates another original factor from Indonesia
perspectives that also has influence in overall satisfaction.
RESEARCH METHODOLOGY
Sample Design The study adopts a disproportionate stratified random sampling method for sample selection. The study
has been carried out among the passengers, at the two city bus stand (Chatram bus stand and Central bus stand) of
Tiruchirappalli District. The data were collected by distributing a well-structured 54 items of questionnaires to 600
passengers. However, the valid response turned out to be 480 due to incomplete responses, yielding a response rate of
80%. The analysis was conducted through Statistical Package for Social Sciences (SPSS) version 21.0. The population
size of the passengers is flexible. Making use of the sample size calculator (Right size) software the required sample size
was calculated as 462 with Confidence level of 99% and confidence interval of ±6%. The researcher has used a sample
size of 480, which is higher than the calculation made through sample size calculator and therefore it is feasible. Data
Collection This study is based on both primary and secondary data. The primary data were collected by using structured
questionnaire method. A questionnaire was framed with utmost care to fulfill the objective of the study. Secondary data
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 231© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138) were collected from 27 books, journals, magazines, daily reports of various agencies and relevant websites. This study is empirical in nature. To prepare questionnaire and collect the data, pre-test of the questionnaire and pilot study were carried out to verify face validity and reliability of the variables. The main study was conducted with a questionnaire to collect the information regarding personal characteristics towards passenger’s satisfaction among city bus travelers. Respondents were asked to give opinion on environmental factors, infrastructure factors, social factors, financial factors, psychological factors adopted by the industry using a Five Point Likert Scale ranging from Highly Dissatisfied to Highly Satisfied to identify the key factors. Data Analysis Tools In the Present study, the collected data were edited, coded and tabulated to make the study meaningful. Then data were interpreted and analyzed to get the results for conclusions and recommendations. The data so collected has been analyzed with the help of cross Chi-square test, T- test, F-test, ANOVA test, factor analysis and techniques to fulfil the research objectives. These include percentage table, frequency table, and mean keeping in context with the objective of the study. LIMITATIONS OF THE STUDY The study is limited to Tiruchirappalli District only. The findings of the study cannot be generalized due to demographical differences. The researcher aims to study the satisfaction of services rendered by the TNSTC city buses. The researcher focuses and collects the data only from the respondents who are able to understand and to give their answers for the questions asked for this research work. The respondents of Tiruchirappalli District only were taken for this study. STATEMENT OF THE PROBLEM Transport sector occupies a place of pivotal importance in Indian economy. The tremendous growth in transport sector has expanded trade, commerce and industries phenomenally. Technological advancement has resulted in newer vehicles with advanced features in the buses. Burgeoning gap between expectation of passengers and existing level of facilities and convenience offered in the buses have a definite bearing on the service quality in bus transport sector. Besides, the numbers of buses are not adequate in proportion to phenomenal growth in population. The non - revision of bus fares in most of the State Governments for a long time and the ever growing establishment cost do not allow the various bus corporations to offer additional facilities either in the existing buses or in the new ones added. Massive corruption in the public transport corporation is one of the reasons for their inability to renew and maintain the existing fleet in a good shape. However, the private sector bus companies are able to maintain their fleet in a good condition due to their ability to reduce establishment cost by offering poor pay without any welfare measures whatsoever for the bus crew. Private bus operators are focusing a great deal on adding more physical features to the buses, like seat comfort, responsive bus crew, interior entertainment like audio - video facilities, speed, cleanliness etc. Though the bus fare in Tamilnadu has been reduced manifold, the service quality of public transport corporation is said to be far from satisfaction, while long distance private operators attract the passengers by investing heavily on various physical features in the buses, thereby registering a handsome profit. Hence profitable operation of buses under the fold of TNSTC assumes significance. If the corporation knows the service gap it can fine tune the services to the 25 satisfaction of passengers. The present study seeks to explore what the passengers using public transport corporation in Tiruchirappalli perceive in general, and in specific about the various aspects of the services provided by the corporation in particular. In other words, the entire study explores whether Transport Corporation in Tiruchirappalli measures up to the expectation of passengers, and if not, what problems hinder the Corporation in Tiruchirappalli from providing quality service. This is the research problem pursued in the study. NEED AND IMPORTANCE OF THE STUDY Movement of the people from one place to another place and the increase in population resulted in heavy demand for quick, efficient transport services. Under these circumstances, there is every possibility for deterioration of the quality of services provided by transport industries because of healthy competition. Yet, the private sector transport industries have to provide better services because it is a question of survival for them. The importance of the study is to find out answer for the question, how far the private sector transport industries are able to withstand the competition extended by their powerful counterpart (public sector), The survival of any service industry depends on how well they serve and satisfy their passenger. A satisfied passenger is always the biggest asset of any service industry. Especially, with the advent of private and global players into this market, the competition has become still more shift. Therefore Tamilnadu State Transport Corporation also has to improve its services in order to service. IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 232
© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Table-1
Cross tabulation of passenger’s responses on three levels of environmental factors and occupation of the bus
passengers
Occupation * Environmental factors
Environmental factors
Occupation Total
Low Medium High
Count 37 70 37 144
Private employee
% within Occupation 25.7% 48.6% 25.7% 100.0%
Count 38 31 34 103
Govt. employee
% within Occupation 36.9% 30.1% 33.0% 100.0%
Count 17 40 24 81
Student
% within Occupation 21.0% 49.4% 29.6% 100.0%
Count 31 92 29 152
Business
% within Occupation 20.4% 60.5% 19.1% 100.0%
Count 123 233 124 480
Total
% within Occupation 25.6% 48.5% 25.8% 100.0%
Source : Primary data
Table 1 shows the distribution of passenger’s opinion at three levels (low, moderate and high) among the variable
environmental factors and occupation of the bus passengers. The cross tabulation depicted in table (Table-1) shows
48.6% of the passengers from private employee category have moderate level, 25.7% have low level and 25.7% have
high level of opinion on environmental factors. 30.1% of the passengers from government employee category have
moderate level, 36.9% have low level and 33.0% have high level of opinion on environmental factors. 49.4% of the
passengers from student category have moderate level, 21.0% have low level and 29.6% have high level of opinion on
environmental factors. 60.5% of the passengers from businessmen category have moderate level, 20.5% have low level
and 19.1% have high level of opinion on environmental factors.
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 233© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Table-2
Cross tabulation of passenger’s responses on three levels of infrastructure factors and occupation of the bus
passengers
Occupation * Infrastructure factors
Infrastructure factors
Occupation Total
Low Medium High
Count 42 63 39 144
Private employee
% within Occupation 29.2% 43.8% 27.1% 100.0%
Count 34 39 30 103
Govt. employee
% within Occupation 33.0% 37.9% 29.1% 100.0%
Count 15 55 11 81
Student
% within Occupation 18.5% 67.9% 13.6% 100.0%
Count 42 53 57 152
Business
% within Occupation 27.6% 34.9% 37.5% 100.0%
Count 133 210 137 480
Total
% within Occupation 27.7% 43.8% 28.5% 100.0%
Source : Primary data
Table 2 shows the distribution of passenger’s opinion at three levels (low, moderate and high) among the
variable infrastructure factors and occupation of the bus passengers. The cross tabulation depicted in table (Table 2)
shows 43.8% of the passengers from private employee category have moderate level, 29.2% have low level and 27.1%
have high level of opinion on infrastructure factors. 37.9% of the passengers from government employee category have
moderate level, 33.0% have low level and 29.1% have high level of opinion on infrastructure factors. 67.9% of the
passengers from student category have moderate level, 18.5% have low level and 13.6% have high level of opinion on
infrastructure factors. 34.9% of the passengers from businessmen category have moderate level, 27.6% have low level
and 37.5% have high level of opinion on infrastructure factors.
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 234© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Table -3
Cross tabulation of passenger’s responses on three levels of social factors and occupation of the bus passengers
Occupation * Social factors
Social factors
Occupation Total
Low Medium High
Count 42 54 48 144
Private employee
% within Occupation 29.2% 37.5% 33.3% 100.0%
Count 23 47 33 103
Govt. employee
% within Occupation 22.3% 45.6% 32.0% 100.0%
Count 19 37 25 81
Student
% within Occupation 23.5% 45.7% 30.9% 100.0%
Count 39 57 56 152
Business
% within Occupation 25.7% 37.5% 36.8% 100.0%
Count 123 195 162 480
Total
% within Occupation 25.6% 40.6% 33.8% 100.0%
Source : Primary data
Table 4 shows the distribution of passenger’s opinion at three levels (low, moderate and high) among the
variable social factors and occupation of the bus passengers. The cross tabulation depicted in table (Table 4) shows
37.5% of the passengers from private employee category have moderate level, 29.2% have low level and 33.3% have
high level of opinion on social factors. 45.6% of the passengers from government employee category have moderate
level, 22.3% have low level and 32.0% have high level of opinion on social factors. 45.7% of the passengers from
student category have moderate level, 23.5% have low level and 30.9% have high level of opinion on social factors.
37.5% of the passengers from businessmen category have moderate level, 25.7% have low level and 36.8% have high
level of opinion on social factors.
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 235© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Table -5
Cross tabulation of passenger’s responses on three levels of financial factors and occupation of the bus passengers
Occupation * Financial factors
Financial factors
Occupation Total
Low Medium High
Count 28 76 40 144
Private employee
% within Occupation 19.4% 52.8% 27.8% 100.0%
Count 24 47 32 103
Govt. employee
% within Occupation 23.3% 45.6% 31.1% 100.0%
Count 20 36 25 81
Student
% within Occupation 24.7% 44.4% 30.9% 100.0%
Count 41 71 40 152
Business
% within Occupation 27.0% 46.7% 26.3% 100.0%
Count 113 230 137 480
Total
% within Occupation 23.5% 47.9% 28.5% 100.0%
Source : Primary data
Table 5 shows the distribution of passenger’s opinion at three levels (low, moderate and high) among the
variable financial factors and occupation of the bus passengers. The cross tabulation depicted in table (Table -5) shows
52.8% of the passengers from private employee category have moderate level, 19.4% have low level and 27.8% have
high level of opinion on financial factors. 45.6% of the passengers from government employee category have moderate
level, 23.3% have low level and 31.1% have high level of opinion on financial factors. 44.4% of the passengers from
student category have moderate level, 24.7% have low level and 30.9% have high level of opinion on financial factors.
46.7% of the passengers from businessmen category have moderate level, 27.0% have low level and 26.3% have high
level of opinion on financial factors.
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 236© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Table-6
Cross tabulation of passenger’s responses on three levels of financial factors and occupation of the bus
passengers
Occupation * Psychological factors
Psychological factors
Occupation Total
Low Medium High
Count 40 60 44 144
Private employee
% within Occupation 27.8% 41.7% 30.6% 100.0%
Count 25 52 26 103
Govt. employee
% within Occupation 24.3% 50.5% 25.2% 100.0%
Count 16 35 30 81
Student
% within Occupation 19.8% 43.2% 37.0% 100.0%
Count 45 63 44 152
Business
% within Occupation 29.6% 41.4% 28.9% 100.0%
Count 126 210 144 480
Total
% within Occupation 26.3% 43.8% 30.0% 100.0%
Source : Primary data
Table -6 shows the distribution of passenger’s opinion at three levels (low, moderate and high) among the
variable psychological factors and occupation of the bus passengers. The cross tabulation depicted in table (Table-6)
shows 41.7% of the passengers from private employee category have moderate level, 27.8% have low level and 30.6%
have high level of opinion on psychological factors. 50.5% of the passengers from government employee category have
moderate level, 24.3% have low level and 25.2% have high level of opinion on psychological factors. 43.2% of the
passengers from student category have moderate level, 19.8% have low level and 37.0% have high level of opinion on
psychological factors. 41.4% of the passengers from businessmen category have moderate level, 29.6% have low level
and 28.9% have high level of opinion on psychological factors.
SCOPE FOR FURTHER RESEARCH
The result of this study confirms that there are many factors that can be pursued towards TNSTC Town bus services
passenger’s satisfaction level and their judgments in Trichirappalli town bus services.
In depth discussion it involves higher number of respondent who will be more suitable for greater response and create
more relevant passenger’s satisfaction measurement. It is possible to attract TNSTC Town Bus passengers who use
other local private buses.
The possibilities for further research which can be done on the comparison between public transport and private
transport or it can be used to influence the passenger’s expectation to use the private transport in the future to suit their
needs. The future researcher has a high scope to study the town busses services of all regions of TNSTC in overall
Tamil Nadu.
The future researcher has a good opportunity on long route bus services of Tamil Nadu and will be able to compare it
with the private transport service providers.
IJRAR19ZP038 International Journal of Research and Analytical Reviews (IJRAR) www.ijrar.org 237© 2019 IJRAR February 2019, Volume 6, Issue 1 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
Also the study on the neighboring regions of TNSTC Town Bus Services can be done with the data of this analysis and
as we have not done any research on the city route busses it can be carried out in the same time.
The research has a scope for further study on mofussil busses of TNSTC bus
services in Tamil Nadu.
CONCLUSION
Transportation is very essential services for any living being to travel from one place to another so, transport plays a
vital role in every country economy. It act as nerves of the country because the transport company brings in a lot of
revenue to the country. Many countries try to build as much roadways as possible and india is also the second largest
country which has connected many places through roadways. So in the same way here we are looking about the services
offered by the TNSTC Tamilnadu State Travel Corporation in India. In the complete research that we have done on the
services provided by the TNSTC Town buses in Tiruchirappalli, are well and good but the public that is the
passenegers’are satisfied by the services only in moderate level provided by the state transport service so we have found
some way to improve them.
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