passenger satisfaction - bmtc
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BMTC Passengers’ Satisfaction
Sree Latha D R, I Sem MBA, ‘B’ Sec
INTRODUCTIONServices are deeds, processes and performances. They are identifiable, intangible activities that are the main object of transaction designed to provide want satisfaction of the Consumers.
• As the study is limited only to the ordinary services of BMTC, 2 interesting articles found on the internet is also provided, to note the changes that have taken place in BMTC, of late. Tremendous developments have been made, yet a segment which requires attention, a segment which is still making use of the ordinary services seems to be neglected.
OBJECTIVES• To understand the concepts of Consumer
Behaviour and Consumer Satisfaction• To understand Consumer Behaviour w.r.t. -
Consumer Satisfaction based on Benefits Sought
• To understand and apply the test of significance – χ2 i.e., the Chi-Square Test
• To understand the concept and apply service differentiation strategies to increase consumer satisfaction
• To know the opinions of the commuters who happen to be the lower segment of the society, using the ordinary services of BMTC• To understand consumer behaviour and
consumer satisfaction based on gender differentiation• To undertake a live project and obtain
hands-on-experience
METHODOLOGYTYPE OF RESEARCH• It is a fact finding Descriptive Research.
DATA COLLECTION INSTRUMENTS• Primary Data : Questionnaire • Secondary Data : Reference Books, Internet official website of BMTC
TECHNIQUE FOR DATA COLLECTION
The Primary Data consists of the data Collected through Direct Personal Investigation by way of Questionnaire, on the basis of a restricted random sampling method – Convenience Sampling.
PLAN OF ANALYSIS
A Structured Questionnaire with Multiple Choice Questions are administered to the Respondents and responses are analysed, interpreted and findings along with suggestions are provided.
Hypothesis Testing involves Chi-Square Test (χ2) using Contingency Table.
LIMITATIONS
• Sample Size – 20 respondents• The sample population is randomly selected
based on the convenience of the researcher• The study takes into account limited
Geographical area – Bengaluru • The study is limited only to the ordinary bus
service of BMTC – Blue & White Buses• Secondary Data (Company Profile) is confined to
the details available on the official website of BMTC
• It is not a conclusive study
MOVING YOU MOST ECONOMICALLY
BRINGING BANGALORE TO YOUR DOORSTEPS
Fleet 6092
Daily Ridership 4.35 Million
Daily Service Kms. 13 Lakhs
Daily Trips 79445
No. Of Depots 47
No. Of Bus Stations 35
No. Of Staff Employed 33,260
Traffic Revenue / Day 3.62 CroresDaily Ticket Sales (Pasngr) 4.5 Million
OVERVIEW
TYPES OF SERVICES1. Ordinary2. Suvarna3. BIG 104. BIG Circle5. Pushpak6. Vajra7. Vayu Vajra8. Atal Sarige9. Marcopolo AC
Yes No Yes NoMen Women
0
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1. Entering & Seating ComfortN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
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9
10
2. Timely ArrivalN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
1
2
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8
9
10
3. Satisfactory RoutesN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
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4
5
6
7
4. FrequencyN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
1
2
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10
5. Stop at Every JunctionN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
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9
10
6. CleanlinessN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
1
2
3
4
5
6
7
8
7. MaintenanceN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
1
2
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5
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7
8. SafetyN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
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8
9. Fair FaresN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
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7
10. CourtesyN
o. o
f Res
pond
ents
Yes No Yes NoMen Women
0
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9
11. SuggestibilityN
o. o
f Res
pond
ents
HYPOTHESIS TESTING
χ2 Test – CHI-SQUARE TEST Testing hypothesis
for independence of two categories
using CONTINGENCY TABLE
• Null Hypothesis - (Ho) – Opinions are Independent of the Gender• Alternate Hypothesis - (Ha) – Opinions
are Dependent of the Gender
In other words, the null hypothesis states that, if the opinions are totally independent of the gender, then same proportion of men and women would favour stating that they will suggest others to travel by BMTC.
FINDINGS• Due to overloading, passengers are finding it difficult
to board the buses. They cannot find a place to be seated.
• Most importantly, the buses don’t arrive in time, adding to the inconvenience caused to the passengers.
• The passengers are happy and satisfied with the existing routes. Some of them feel there is a need to cut-down some long routes.
(Eg : Domlur)• Buses are stopped at every juction. • There is no cleanliness and the buses are not
maintained properly.
• Majority of them feel that it is not safe to travel by BMTC mainly due to rash driving and overloading of the buses. Secondly, pick-pocket problem also do exist in the buses.
• Majority of the respondents feel that the fares are high and are not fair.
• Drivers and Conductors are not courteous in BMTC buses.
• Majority of the Men folk, are of the opinion that BMTC travel can be suggested to others, but some Men and majority of the Women folk disagree to this and state that BMTC travel cannot be suggested to others.
SERVICE DIFFERENTIATION STRATEGY
Differentiation is the act of designing a set of meaningful differences to distinguish the organisation’s offerings from competitor’s offerings.
1. Ordering Ease2. Service Delivery3. Staff Training 4. Passenger Consulting
SUGGESTIONS1. It is very necessary to see to it that, once the
seats are completely filled, the drivers and the conductors can inform the passengers politely that they will have to board another bus which is just following.
2. Time Management is one of the major issues that BMTC is facing from quite a long time, which needs to be tackled immediately.
3. Phew! Majority of the commuters are happy with the existing routes. Some long routes like that of Domlur can be cut-short.
4. Lady passengers feel that there should be more frequent buses in the routes they travel.
5. Cleanliness and Maintenance is yet another major issue which has to be taken care of immediately.
6. Safety and Security are the most important needs of the passengers which have to be served using the service delivery strategy.
7. BMTC, if possible, can reduce the fares and again if that is not possible they will have to work out to increase the efficiency of services rendered.
8. Develop communication skills among the drivers and conductors. The staff need to taught how to handle passengers. They have to be courteous, humane, polite etc.
9. Majority of the passengers do not want to suggest BMTC travel to others. If the suggested measures are incorporated, then, there is no doubt that the passengers will definitely suggest BMTC travel to others whole-heartedly.
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