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

A
AHMEDABAD-380009
GUJARAT

A
RESEARCH PROJECT
ON
THE PROBLEMS
FACED
BY THE PASSENGERS
USING
G.S.R.T.C. SERVICES

(GUJARAT STATE ROAD TRANSPORT CORPORATION)

[1]
INDEX

Sr. No. PARTICULARS PAGE


NO.

1 Section 1: An Overview on Research Objectives, 3


Methodology, and Data collection

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


3 About G.S.R.T.C. 11
4 Services Provided by G.S.R.T.C. 14
5 Section 3 : Organizational Structure 16

6. Management and Administration 19


7 Performance of G.S.R.T.C. 27
8 Section 4: Findings and Analysis of Data 38
9 Section 5: Overall conclusion and recommendation 61

10 Bibliography 65
11 Sources of Information 66
12 Appendix 67

[2]
 TYPES OF RESEARCH:
[3]
There are certain types of research which can be classified according to their
purpose as well as by the research strategy used. A research can be classified into the
following categories:

 Exploratory research
 Conclusive research (Descriptive research )
 Explanatory research

1. Exploratory research:

Exploratory research is an initial research which explores the possibility of


obtaining as many relationships as possible between different variables without knowing
their end-use applications. Here, a general study will be conducted without having any
specific objectives.

2. Conclusive research (Descriptive research):

In this type of research, problem of a research is formulated and specific


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

3. Explanatory research:

Here, in this type of research, the emphasis is given on studying a situation or a


problem in order to explain the relationship between to particular variables. In short,
situation is there, and you are just expected to explain the situation in order to reveal the
solutions.

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

 RESEARCH OBJECTIVES:

[4]
The first step of any research project is to define the problem that is to be
answered by the research project itself. This is the most important part of the research
process, as it provides a focus and direction for the project and identifies the specific
information the reader is looking at in the project. Actually, it enables the reader to
understand exactly what the project is attempting to achieve. If the definition of problem
is unclear and objectives are poorly defined, the result could be waste of time, money,
energy and resources. In short, research objective is a pre-requisite for any research
project.

There should be a clear-cut definition of research objectives. Our project,


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

PRIMARY OBJECTIVES:

 To find the major problems faced by the passengers using G.S.R.T.C.


 The aim is also to reveal the administrative problems.

SECONDARY OBJECTIVES:

 To throw some lights on the performance of G.S.R.T.C.


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

 RESEARCH METHODOLOGY:

[5]
Research methodology is nothing but a system of models, procedures (process),
and techniques used to find the result of a research problem.
While undertaking a research project, a general procedure needs to be followed
by each and every researcher. This system shows the planned steps taken to arrive at the
end of the project. In short, if you follow this basic process, you will be guaranteed to
complete your research project.
The process, we follow, in making the project is as follows:

STEP 1: PROBLEM DEFINITION

STEP 2: RESEARCH OBJECTIVE

STEP 3: RESEARCH DESIGN (STRUCTURE)

STEP 4: DATA GATHERING (DATA COLLECTION)

STEP 5: DATA ANALYSIS AND INTERPRETATION

STEP 6: PRESENTING THE RESULTS

 TYPES OF DATA ANLYSIS:

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

 Qualitative data analysis – through Findings, Analysis and explanation


 Quantitative data analysis – through charts, schedules, figures, and structures

 SAMPLE SIZE:

[6]
At the planning stage of a statistical investigation part, the question of sample
size is very critical. If the sample size is large, there could be a waste of money, energy
and resources, and if it is small, it doesn’t make any sense of practical use in making good
decisions. So, the sample should be taken in such a way that it can bring fair, accurate
level of accuracy and unbiased results.

The objective of taking sample is to obtain desirable level of accuracy and


confidence with minimum cost.

We have used the following statistical method of sample size determination. It


is as follows:

Z2
n optimum (sample size) = ------ × S2
E2

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

 DATA COLLECTION:

Data gathering is a very important part of the research project process. It is


through data, with the help of which we would be able to analyze the problem in terms of
facts and figures.

Actually, the reliability of research decisions depends on the quality of data


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

 Primary data
 Secondary data

1. PRIMARY DATA:

[7]
Primary data are generally information gathered or generated by the researcher
for the purpose of the project immediately at hand. When the data are collected for the
first time, then that data is called primary data. There are certain advantages and
disadvantages of primary data. They are as follows:
 Advantages:
 The information is more reliable
 It provides a first hand use information
 Disadvantages:
 Expensive – Costly and very difficult
 Expensive in terms of time, energy and resources available

We have used the following primary data in our project:


• Observation
• Personal interview
• Questionnaire

2. SECONDARY DATA:

These are those data which are collected from the various sources which have
been already created for the purpose of first time use and future use.
 Advantages:
 It involves less costs
 Less time and less efforts
 Disadvantages:
 Not more reliable compare with that of primary data
 Possibility of biased and may result in wrong decision making

We have used the following secondary data in our project:


• Internet
• Journals
• Magazines
• Government publications
• Institutions
• From various bus depots

 SCOPE OF RESEARCH:

[8]
The scope of any research shows the boundary of that research within which the
activities of research operates. It gives the framework under which the researcher would
collect the data and analyze the same.

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

 Ahmedabad
 Kalol
 Gandhinagar
 Kadi

 STRUCTURE(FORMAT) OF THE PROJECT:

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

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


collection
 SECTION 2: Introduction of G.S.R.T.C.
 SECTION 3: Organizational structure, management and administration and
performance of G.S.R.T.C.
 SECTION 4: Findings and Analysis of data
 SECTION 5: Overall conclusion and recommendation

[9]
[10]
[11]
 INTRODUCTION:

Gujarat State Road Transport Corporation (GSRTC) is a passenger


transport organization providing bus services both within Gujarat and neighboring states.

Gujarat State Road Transport Corporation (GSRTC) as an off-shoot of Bombay


State Road Transportation Corporation with a purpose of providing efficient facility to the
travelling public of Gujarat.

Over a period of 48 years, GSRTC has recorded a phenomenal growth on each


and every physical parameter and has emerged as one of the largest state transport
undertaking in India. As of today, GSRTC has employed over 50,000 has covered 2.5
million kms and has operated 38,000 trips, 15,000 routes and 7300 schedules everyday.

GSRTC has covered and provided connectivity to approximate 98% of the


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

1. 16 Divisions

2. 126 Depots

3. 226 bus stations

4. 1,554 pick up stands and 8,000 buses

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

[12]
Being a state-run organization, GSRTC needed to balance several objectives
(both commercial and social). Some of them are as follows:

• GSRTC is expected to meet the social expectation of providing connectivity to


most of the far-flung remote villages in Gujarat.
• The pricing of its (GSRTC) services cannot be decided solely based on commercial
considerations. It must also consider the affordability (of the price) from the
consumer perspective.
• As a commercial entity it must ensure operational efficiency and resource
productivity to minimize the dependence on government subsidy.
• Being a part of a state, it must meet all its legal obligations related to safety and
taxation and employee related social expectations.
• As a corporate entity, it must ensure its long-term financial and operational
viability.
• From customers’ perspective, GSRTC should provide modern, world class
efficient service at an affordable price.

 G.S.R.T.C. TODAY:

Over a period of time, the financial and operational performance of GSRTC is


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

[13]
• Primary Services:-

GSRTC provides a variety of services, these includes:

• Mofussil Services connect major cities, smaller towns and villages within Gujarat.
• Intercity Services connect major cities - Ahmedabad, Baroda and Rajkot. These
provide a quick and cheap mode of transport.
• Interstate Services connect various cities of Gujarat to the neighboring states of
Madhya Pradesh, Maharashtra and Rajasthan

[14]
• Parcel Services are available for transporting goods.
• City services GSRTC provides city bus services at Surat, Baroda, Rajkot, and
Gandhinagar-Ahmedabad.

• Special Services:

GSRTC provides the following special services:

• Services to accommodate some major schedules of railway


• Festival services
• Services connecting to industrial zones
• Services connecting to schools and colleges
• Services connecting to pilgrim places
• Contract services - Buses are given out on contract basis to the public for the
special occasions

[15]
The organizational structure of this corporation is as easy as one can put it on a
piece of paper. There are certain levels through which the subordinates need to pass the
relevant information, and this is called structure. The leadership of this corporation is
done by the transport minister of Gujarat officially appointed by the government of
Gujarat, followed by Chairperson of this department and managing director.

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

Hon. Transport minister of


Gujarat – Shri Amit Shah

[16]
Chairman-H.K.Das

Managing Director-G.R.Aloria (IAS)

Legal (Law Administrative Traffic


Department) Department Department

H.R. Building
Department Department
Accounting Department

EMPLOYEES

 LEADERSHIP:

• Honorable Transport minister of Gujarat:Shri Amit Shah

Mr. Amit Shah is a transport minister of Gujarat. He holds the post of home
minister of Gujarat state also. According to him “With 26 lakhs persons transported over
27 lakhs kms. Every day by GSRTC across the State of Gujarat it serves the role of the
life line across the state of Gujarat. “ST” has become a household term for transportation.
Over past 40 years of its existence, it has proved to be a dependable mode of
transportation in every nook and corner of the State.”

[17]
It is also providing transportation services in most of the urban areas of the
State. In terms of managerial efficiency, it has acquitted itself reasonably well over past
40 years and has grown into a huge umbrella organization consisting of 16 divisions, 140
depots and a central workshop considered being the largest of its kind in this continent.

It provides direct employment to approximately 60,000 people whose


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

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

[18]
• BOARD OF DIRECTORS:

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

1. H.K.DASH
Chairman
Principal Secretary, Port & Transport Dept.

[19]
2. Shri G.R. Aloria, IAS
Vice Chairman
Vice Chairman & Managing Director, GSRTC, Ahmedabad
3. Principal Secretary (Expenditure) , Finance Department
Director
Government of Gujarat, Gandhinagar
4. Director
Director
Central Institute Of Road Transport, Pune
5. Chief Commercial Manager
Director
Western Railway, Mumbai
6. Dy. Secretary, Ministary of Road, Transport & Highways
Director
Transport Bhavan, New Delhi.

• CENTRAL OFFICE:

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

Central Office, “Vahan Vyavahar Bhavan”, Ahmedabad - 380022,


INDIA Tel: +91-79-25454102, Fax: +91-79-25453280
• DIVISIONS:

[20]
G.S.R.T.C. has its 16 divisions in all over Gujarat. 16 divisions and
their cod detail, we give here.

Sr. Divisions
No.
1. Ahmedabad
2. Amreli
3. Baroda
4. Bhavnagar
5. Bhuj
6. Bharuch
7. Godhara
8. Himatnagar
9. Jamnagar
10. Junagadh
11. Mahesana
12. Nadiad
13. Palanpur
14. Rajkot
15. Surat
16. Valsad

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

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

 Ordinary bus services

[21]
• Features
 Ordinary seating arrangements (3× 2),
 Make stops at regular intervals,
 No extra facilities at all, like F.M Radio.

 Express bus service

• Features
 Comfortable seating arrangements (3× 2),
 Extra facilities like F.M. radio,
 Limited stops while driving

 Semi-luxury bus service

• Features-
 comfortable seating arrangements (2× 2),
 Extraordinary services like F.M. radio, mobile phone charger, etc.
 Services offered-intercity,
 Fast journey

[22]
 Luxury bus service

• Features-
 comfortable seating arrangements (2× 2),
 Equipped with DVD/TV,
 Services offered Inter-state

 Air conditioned bus and inter-state bus service

• Features-
 comfortable seating arrangements (2× 2),
 Equipped with Air Conditioner (AC),
 Booking facilities available for interstate services,
 Equipped with DVD/TV,
 Stereo sound system, etc.

• Fare Structure:

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

 Ordinary bus service


 Express bus service
 Semi-luxury bus service
 Luxury bus service

[23]
 Air conditioned bus and interstate bus service
 Gandhinagar bus service

Now, we below discuss each of them in detail:

Ordinary Bus Service:

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

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

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


additional fare of :

[a] Re.1/- up to 1.5 Stage


[b] Rs.2/- 2 stage to 2.5 stage
[c] Rs.3/- beyond 2.5 stage.
[d] Rs.4/- beyond 10 stage

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

Express Bus Service:

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

[a] Rs.7/- for a journey from 6 to 10 stages


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

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

[24]
Semi-luxury Bus Service:

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

[a] Rs.13/- for a journey up to 10 stages


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

The minimum fare shall be Rs.16.00 per adult passenger and Rs.8.00 per child
passenger for the first stage of 6 Kms. or part thereof.

Luxury Bus Service:

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

[a] Rs.15/- for a journey up to 10 stages


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

The minimum fare shall be Rs.18.00 per adult passenger and Rs.9.00 per child
passenger for the first stage of 6 Kms. or part thereof.

Air-Conditioned Bus Service:

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

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

[25]
For Gandhinagar City Service:

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

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

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

4. In addition to the fare calculated above, Rs.2/- shall be chargeable in Ahmedabad-


Gandhinagar Point Service and Re.1/- shall be chargeable in Gandhinagar City Point
Service.

[26]
In this section, we expand our discussion on the performance of
G.S.R.T.C.

INTRODUCTION OF NEW BUSES IN THE LAST THREE YEARS:

G.S.R.T.C. has launched as many as 3700 new buses in the last three years.
They are as follows:

• CNG buses

[27]
• Diesel buses

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

Total Investment
Year Diesel CNG Total
(Rs. in Cr.)
2005-06 1000 200 1200 157.32
2006-07 700 300 1000 140.13
2007-08 1000 500 1500 212.00
Total 2700 1000 3700 509.45

Features of new buses:

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

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

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

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


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

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

[28]
ANALYSIS:
As the chart shows that in July-08, the no. of buses held by G.S.R.T.C. was
7803, while it was 8074 in the year July-07.The no. of buses has reduced mainly due to
constant losses, and poor administration etc.

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

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

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

[29]
ANALYSIS:
This chart is showing an increasing trend. Traffic earning per day was Rs. 343
lakhs in July-07 while it is Rs.390 lakhs in July-08 which is good enough. This is mainly
due to launch of new fuel efficient buses, launch of attractive schemes and which in turn,
increase in the no. of travelers etc.

4. Passenger travel per day (in lakhs):-

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

7. Rate of break down:-

[30]
ANALYSIS:
As the chart shows, rate of breakdown (per 10,000 kms) was 0.62 in July-07
while it is 0.32 in July-08. This is quite good because G.S.R.T.C. recruit trained and
experienced drivers for the safety concern and also new buses are of good quality and
comfort in driving.

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

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

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

[31]
ANALYSIS:
As the chart shows that total cost of G.S.R.T.C. (includes mainly maintenance of
buses, salaries and wages of their employees) is actually increasing from 556 crores to
603 crores in July-07 and July-08 respectively. This is mainly to due to increase the no. of
employees, cost of fuel and finally launches of new buses in the last three years (CNG and
DIESEL buses

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

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

In this section, comparison between the number of passengers in the initial


phase i.e., 1960 and the 2007-08 is compared.
1. Passengers travelled per Day (in thousands):

[32]
ANALYSIS:
The chart shows that the no. of passengers using G.S.R.T.C. services has
increased tremendously when we compare with 4 decades ago; it has increased by 5.5
times. This is mainly due to introduction of new buses, launch of schemes, efficient
management (between years 1960-1995), cheaper fare on the part of passengers and
safety concern etc.

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

ANALYSIS:

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

[33]
ANALYSIS:
As the chart showing that rate of accidents on per 1000 kms has greatly reduced
which is actually a result of launch of efficient buses, recruitment of efficient and
experienced drivers and mass publication regarding safety of their passengers. (Better
communication with their drivers). Also, better management should be rewarded for
establishing constant good relationships with their drivers and conductors which in turn,
would lead to efficient and careful driving on the part of drivers.

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

ANALYSIS:
As the chart shows, traffic revenue per km has increased from 91.5 paisa per km
to 1259 paisa per km. This is actually a result of increase in the price of fuel (i.e. diesel)
and the extension of services rendered by G.S.R.T.C. The new buses have come with their
extraordinary and innovative facilities and the passenger is charged to that extent. The rate
of inflation also plays a vital role in deciding traffic revenue per km.

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

[34]
Average schedules operated per day 6710
Average number of vehicles on the road 6933
Average vehicle utilization (kms. per day) 396
Total traffic earnings (Rs. in Millions) 12550
Number of passengers traveled (in Million) 897
Kms. obtained per liter of diesel 5.37
Fleet utilization 85.85

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


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

Some of them are as follows:

[35]
1. PCRA AWARD:

The Petroleum Conservation Research Association (PCRA) award for the


Second Highest KMPL, 1997-98.

(Chairman (PCRA) and Secretary, Ministry of Petroleum & Natural Gas,


presenting the award to Sri Parmanand Khattar, Chairman of GSRTC)

2. NPC AWARD FOR EFFICIENT PERFORMANCE:

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

3. IOC AWARD FOR JUNAGADH DIVISION

[36]
Indian Oil Corporation (IOC) award for the best diesel conservation for
Junagadh division, 1997-98.

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

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

[37]
Passenger Profile
4. AGE:

• DATA:-
[38]
AGE:- Below 18 Between Above 35 Total
18-35
Respondents 90 203 7 300
Percentage 30% 67.67% 2.33% 100%

• CHART SHOWING AGE OF THE PASSENGERS WHO


TRAVEL IN G.S.R.T.C.:-

80
PERCENTAGE

60
40
20
0
Below 18 Bet. 18-35 Above 35
AGE OF THE PASSENGERS

• FINDINGS:

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

• ANALYSIS:-

 This data directly says that majority of passengers fall in the age group of
18-35 which mostly consist of youth and the adults.
 From the above chart, we can say that those who fall under the category of
below 18, they are children and undergraduate students who travel for their
study.
 The majority 67.67% fall in the category of between 18-35 which mostly
consist of youth and adults who travel for their daily routine work and
social purposes.

5. DISPOSITION:-

• DATA:-

[39]
Disposition Undergraduate Graduate Jobber Professional Total
Respondents 154 61 47 38 300
Percentage 51.33% 20.33% 15.67% 12.67% 100%

• CHART SHOWING DISPOSITION STRUCTURE WHO


TRAVEL IN G.S.R.T.C.:-

60
50
40
30
20
10
0
Undergraduat Graduate Jobber Professional
e
OCCUPATION

• FINDINGS:-

 As we find from the data of disposition structure, 51.33%, the majority,


fall in the category of undergraduate students 20.33% are Graduate
students, 15.67% fall under the category of jobber and the rest 12.67%
come under the category of professional.

• ANALYSIS:

 The majority of them fall under the category of undergraduate and


graduate students who mainly travel for their study and the problem they
face is that they usually do not get the seats to sit though they pay their
money in advance( in the form of student pass). We can also say that
almost 50% of total income G.S.R.T.C. gets from these students who
travel daily.
 15.67% which is consists of jobbers, they face the same problem. They
travel daily and pay their fare in advance in the form of daily job pass.

6. MONTHLY INCOME:-

• DATA:-
[40]
Income None Below Between Above Total
4500 4500-9000 9000
Respondents 140 35 73 52 300
Percentage 46.33% 12% 24.33% 17.33% 100%

• CHART SHOWING INCOME STRUCTURE OF THE


PASSENGERS IN G.S.R.T.C.:-

50
PERCENTAGE

40
30
20
10
0
None Below 4500 Bet. 4500- Above 9000
9000
INCOME

• FINDINGS:

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

• ANALYSIS:

 The chart indirectly says that majority, almost 83%, of passengers come
under the category of below 4500 and between 4500-9000 which are
actually a middle income category. Passengers usually prefer this public
transportation because it is simply affordable for them.
 Also, passenger’s preference regarding services rendered by G.S.R.T.C.
plays a significant role. Sometimes, passengers consider if a safe journey
provider in terms of “Surkshit Sawari, S.T. amari” and may be because of
other option for e.g. unavailability of personal vehicle, no other option
available and so on.

7. HOW DO YOU TRAVEL?

• DATA:

[41]
Options By By By private By Total
personal G.S.R.T.C. Travelers Railway
vehicle
Respondents 56 190 38 16 300
Percentage 18.67% 63.33% 12.67% 5.33% 100%

• CHART SHOWING RECURRENCE OF TRAVELLING BY


THE PASSENGERS IN G.S.R.T.C.:-

• FINDINGS:-

 As the chart shows, 18.67% travel by their personal vehicle, 63.33% of


total passengers prefer to use G.S.R.T.C., and 12.67% of them travel
through private agencies and the rest 5.33% use railway services for
travelling.

• ANALYSIS:-

 As we see, majority of them (almost 64%) prefer to use G.S.R.T.C.


services and the lowest 5.33% of them prefer to use railway services.
 There may be various reasons for this i.e. cheaper fare than others
private vehicles, due to increase in the prices of petrol and diesel so it is
not affordable for almost all of them etc.
 Also, passengers consider safety aspects for their journey which
G.S.R.T.C. provides since last so many years. ( the rate of accident is
very low since last couple of years comparing with other transportation
services)
8. IF YOU TRAVEL BY G.S.R.T.C., THEN HOW OFTEN DO YOU
USE THIS PUBLIC TRANSPORT?

[42]
• DATA:
Options Daily Weekly Sometimes, Never Total
when needed
Respondents 150 20 130 0 300
Percentage 50% 6.67% 43.33% 0 100%

• CHART SHOWING PREFERENCE OF THE PASSENGERS:

80

60
40

20
0
Daily Weekly Sometimes Never
RECURRENCE OF TRAVELLING

• FINDINGS:

 From the above observations, we can see that 19% of them travel daily,
13% of them travel weekly, and 68% of them travel sometimes in
G.S.R.T.C.
• ANALYSIS:
 We can say that the passengers who travel DAILY may consist of students,
jobbers and professionals and those who travel WEEKLY may consist of
mainly traders and shopkeepers and those who travel SOMETIMES may
include general passengers who usually travel for their social purposes and
for the sake of travelling and lastly no one respondent came in the category
of NEVER.

 We can say that out of the total income of G.S.R.T.C., almost 20% it gets
from the passengers who travel daily. In spite of this fixed income to
G.S.R.T.C., the passengers do not get satisfaction from it. They still face
the problem of unavailability of buses as they do not get seats to sit.

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

[43]
• DATA:-
Options Frequency Timing of Cheaper No other Total
of buses buses fare than option
others available
Respondents 23 52 150 75 300
Percentage 7.67% 17.33% 50% 25% 100%

• CHART SHOWING REASONS TO PREFER TRAVELLING


IN G.S.R.T.C. BY THE PASSENGERS:-
PERCENTAGE

60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Freq. of Timings Due to No option
Buses of Buses cheaper availa.
fare
REASONS FOR TRAVELLING

• FINDINGS:-

 From the above observations, the highest (majority-50%) preference is


given to cheaper fare than others, followed by no other option available
(25%), timings of buses (17.33%) and lastly frequency of buses (7.67%).
 At a first glance, the data seems to be correlated.

• ANALYSIS:

 As we saw in the income structure of the passengers, the majority of


passengers fell under the category of middle class income level. Due to this
reason, they prefer to travel in G.S.R.T.C.(affordable for them)
 Almost 25% of them say that there is no other option available means they
are either not satisfied with the services of G.S.R.T.C. or they don’t have
other way to travel.
 Others almost 25% them considers that they travel for the genuine reason
of timings and frequency of buses which other substitutes don’t give. For
e.g. Railway etc.

10.

[44]
 DO YOU THINK, TRAVELLING IN G.S.R.T.C. SAVES YOUR
TIME?

• DATA:-
Options Yes No Total
Respondents 173 127 300
Percentage 57.67% 42.33% 100%

• CHART SHOWING THE PREFERENCE OF THE


PASSENGRS IN RESPECT OF SAVING OF TIME OR NOT
WHILE TRAVELLING IN G.S.R.T.C.:-
PERCENTAGE

80.00%
60.00%

40.00%
20.00%
0.00%
Yes No
PREFERENCE OF THE PASSENGERS

• FINDINGS:-

 What chart reveals that 57.67% (majority of them) believe that G.S.R.T.C.
buses saves their time while driving and almost 43% believe that
G.S.R.T.C. does not save their time while they travel.
 At a first glance, the data seems to be correlated.

• ANALYSIS:

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

[45]
 Almost 47% of the passengers ignore this issue as they think that travelling
in G.S.R.T.C. is indeed a waste of time in spite of taking a full ticket for
them. If they are saying no then in that case we asked to tick one of the
following options from the following which may reveal their problem as to
why they feel that it is not time saving transportation for them.

 IF NO, THEN WE ASKED TO TICK ON ONE OF THE


FOLLOWING OPTIONS:-

• DATA:
Options Due to Due to slow Due to Due to more Total
puncture in driving irregularities of than needed
in between buses stops
route
Respondents 14 49 68 40 300
Percentage 8% 29% 40% 23% 100%

• CHART SHOWING REASONS FOR NOT SAVING TIME


PRFFERED BY THE PASSENGERS IN G.S.R.T.C.:-
PERCENTAGE

50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Due to Due to slow Due to Due to more
puncture driving irregularities than needed
of buses stops
REASONS FOR NOT SAVING TIME

• FINDINGS:
 From the above observation, we see that 8% of them say that it does not
save their time due to puncture in between routes, 29% of them due to slow
driving, 40% of them say due to irregularities of buses, and the rest 23% of
them consider due to taking more than needed stops.
• ANALYSIS:
 According the passenger point of view, we can say that sometime the buses
get punctured in between the routes so the buses come very late in the bus
depots. So generally, 8% of the people say that due to punctured, it does
not saves their time
 Another reason is that the buses are run very slowly because of slow
driving on the part of driver.

[46]
 Also, the main problem is of infrastructural condition in the rural areas. So
29% of them preferred the second answer. So, the government should think
about this problem.
 The third and fourth option related to each other because if the buses takes
more than needed stop then obviously it reach late in the depot so the most
of the passenger prefer to this two answer.

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

• DATA:-
Options Yes No Total
Respondents 164 136 300
Percentage 54.67% 45.33% 100%

• CHART SHOWING THE PREFERENCE OF THE


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

60.00%
PERCENTAGE

50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes No
PREFERENCE OF THE PASSENGERS

• FINDINGS:-

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

[47]
 The preference of the passengers and the percentage data are correlated at
a first glance, we can say.

• ANALYSIS:

 Almost 54% believe that the buses of G.S.R.T.C. are properly maintained.
They think that administration and maintenance of buses are done on a
regular basis, and the buses render their services according to their
expectation.
 46% replied that buses are not maintained properly. In order to overcome
this problem (both administrative problem and passenger problem), we
asked them to tick one of the following options.

 IF NO, WE ASKED TO TICK ONE OF THE FOLLOWING


OPTIONS:-

• DATA:
Options Lack of Shortage Unavailabilit Improper Total
mechanics of spare y of management
parts workshop
Respondents 121 44 19 96 300
Percentage 11.67% 24.44% 10.55% 53.33% 100%

• CHART SHOWING REASONS FOR NOT MAINTAINING


OF BUSES PRFFERED BY THE PASSENGERS IN
G.S.R.T.C.:-
PERCENTAGE

60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Lack of Shortage of Unavailability Improper
mechanics spare parts of workshop management
REASONS FOR NOT MAINTANENCE OF BUSES

• FINDINGS:-
 As we observe from the above chart that 12% of them believe that there is a
lack of mechanics, almost 25% say that there is a shortage of spare parts
and tools, 10.55% say that there is an unavailability of workshop and the

[48]
rest 53.33% (majority) preferred to answer no.4 which is improper
management

• ANALYSIS:
 We can say that to increase the efficiency of GSRTC buses and maintained
the buses properly, the first step is that the GSRTC should do the
management of buses of various route properly so that the different
problem which are related to the time management of buses are easily
solved and also increase the satisfaction of the passenger.
 There are also the major problem is that lack of mechanics in the various
workshop so that the buses are not properly maintained. To solve this
problem, the buses are put regularly in the workshop and to repair it very
carefully so that other problems are not arising.
12. DO THE BUSES COME IN THE BUS DEPOTS ACCORDING TO
TIME TABLE?

• DATA:
Options Yes No Total
Respondents 191 109 300
Percentage 63.67% 36.33% 100%

• CHART SHOWING THE PREFERENCE OF THE


PASSENGERS:-

70.00%
PERCENTAGE

60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes No
PREFERENCE OF THE PASSENGERS

• FINDINGS:

[49]
 From the above observation, we can see that almost 64% of them believe
that buses do come in the bus depots according to the time table of depot.
 And the rest 36% of them believe that buses do not come according to the
time table.

• ANALYSIS:

 Those passengers who replied negatively we asked to specify the problem


according to their opinion. The main problems we find in the questionnaire
are summarized here. They are as follows:

 Buses get punctured in between the routes


 Due to infrastructural problems i.e. bad condition of road in rural area
 Due to taking more than needed stops
 Due to slow driving on the part of driver
 Improper management (majority)

13.
 DO YOU GET A SATISFACTORY REPLY FROM THE INQUIRY
WINDOW?

• DATA:
Options Yes No Total
Respondents 185 115 300
Percentage 61.67% 38.33% 100%

• CHART SHOWING THE PREFERENCE OF THE


PASSENGERS:-

[50]
80.00%

PERCENTAGE
60.00%
40.00%
20.00%
0.00%
Yes No
PREFERENCE OF THE PASSENGERS

• FINDINGS:

 We find from the above data that majority of them (almost 62%), say that
they get satisfactory reply when they inquire at the inquiry window.
 Out of total 100%, 39% of them replied negatively as they do not get a
satisfactory reply from the inquiry window.
 At a first glance data seems to be correlated.

 If they do not get a satisfactory reply, we asked to one of the following


options. The aim was to reveal their problems.

 IF NOT, WE ASKED TO TICK ONE OF THE FOLLOWING


OPTIONS:-

• DATA:
Options Absence Due to his No window Total
of officer misbehavior at all
Respondents 40 108 9 300
Percentage 25% 69% 6% 100%

• CHART SHOWING REASONS FOR NOT MAINTAINING


OF BUSES PRFFERED BY THE PASSENGERS IN
G.S.R.T.C.:-

[51]
PERCENTAGE
80%
60%
40%
20%
0%
Absence of officer Due to his No window at all
misbehavior
REASONS FOR NOT GETTING SATISFACTORY REPLY

• FINDINGS:
 As we find that, almost 70% replied that they do not get a satisfactory and
the reason for that was due to his misbehavior, and the lowest 6% of them
believe that there is unavailability of window. 25% of them preferred to
option no.1 which is an absence of officer at the inquiry window.

• ANALYSIS:
 This is also the most effective question related to the passengers’ problem
and their satisfaction. Sometimes, the officer on duty, does not know the
time of various buses so he can not give the correct answer.
 The reason is that the officer does not give satisfactory reply to the
passenger due to their misbehavior.
 Sometimes, the inquiry window is not available at all the bus depots so that
there is no question to ask the time of buses to the officer, and also most of
the time absence of officer is the main reason.
 To solve this problem, GSRTC should put responsible officer in the inquiry
window so all the problem are solved and to increase in passengers’
satisfaction.
14. DO YOU SUPPORT THE GOVT. PROPOSAL TO REPLACE THE
OLD BUS TO NEW ONE?

• DATA:
Options Yes No Total
Respondents 281 19 300
Percentage 93.67% 6.33% 100%

[52]
• CHART SHOWING THE PREFERENCE OF THE
PASSENGERS:-

100.00%
PERCENTAGE 80.00%
60.00%
40.00%
20.00%
0.00%
Yes No
PREFERENCE OF THE PASSENGERS

• FINDINGS:

 As we find from the observation, the most majority almost 94% of total
passengers support the government proposal to replace the old buses with
the new one.
 We can see that 6% of them replied negatively as they are happy to use the
current buses of G.S.R.T.C. They do not support the government’s proposal
to replace the old buses with the new one.

• ANALYSIS:

 The current buses are in very bad condition except new launches. They are
on an average 7, 00,000 kms run by the drivers. (It should be noted that
after running 7, 00,000 kms, the buses have to be thrown for scrape.)
 There are almost 20% of total buses are of this condition.
 Also their condition in terms of seating arrangement is very bad. Their seats
have got scrapped.

15. THINKING ABOUT TRAVELLING IN G.S.R.T.C., HOW DO


YOU FEEL ABOUT USING G.S.R.T.C.?
• DATA:
Options I would be It’s not preferred I would use I would Total
happy to use way, but I would only when never use it
consider other option is
not there
Respondents 171 61 52 16 300
Percentage 57% 20.33% 17.33% 5.33% 100%

[53]
• CHART SHOWING PREFERENCE OF THE PASSENGERS
IN G.S.R.T.C.:-

PERCENTAGE
60%
40%
20%
0%
I w ould be happy It’s not pref erred I w ould use only I w ould never use
to use w ay, but I w ould w hen other option it
consider is not there
PREFERENCE OF THE PASSENGERS

• FINDINGS:
 In terms of satisfaction the majority 57% of them were satisfied as they
replied very favorably, followed by 21% who replied to the second option,
almost 18% of them answered to the third option, and the least 5.33%
replied that they would never use G.S.R.T.C. services in the future.
• ANALYSIS:
 Most of them preferred option 1, as they are satisfied with the services
rendered by G.S.R.T.C. we can say that theses are those passengers who
believe that G.S.R.T.C. is rendering the services as per their expectation.
There are various reasons for it. They consider fare structure and services
rendered by them.
 Some passengers believe that G.S.R.T.C. is not their proffered way to
travel but they would consider it because they are not satisfied with the
services. They consider that they are helpless and they believe that there is
a scope of improvement in services given by G.S.R.T.C.
 They think that they would use it if nothing else available. We observed
that they are those who preferred to answer option 3 and 4 as they fall in
the category of upper middle and high income class. Mostly, they use their
personal vehicles to travel and use private travelling agencies so they don’t
give priority to this public transport.

16. THERE IS INSUFFICIENT CAPACITY IN THE BUS:-

• DATA:
Options Strongly Agree Disagree Strongly Total
agree disagree
Respondents 63 192 38 7 300
Percentage 21% 64% 12.67% 2.33% 100%

[54]
• CHART SHOWING PREFERENCE OF THE PASSENGERS
IN G.S.R.T.C.:-

PERCENTAGE
80%
60%
40%
20%
0%
Strongly Agree Disagree Strongly
agree disagree
PREFERENCE OF THE PASSENGERS

• FINDINGS:

 In responding to answers, 20% of them responded to strongly agree, 64%


of them are agree, 12.67% of them are disagree and the rest of 2.33% are
strongly disagree.

• ANALYSIS:

 Almost 21% of them are strongly agreed in respect of insufficient capacity


in the bus.
 Majority (64%) passengers are agreed that there is insufficient capacity in
the bus as they believe that they do not get the seats to sit. G.S.R.T.C.
should launch some new buses to overcome this problem and adopt
booking system so that each and every passenger can get his/her seat.
 Almost 15% are disagreeing that they don’t face the problem in terms of
seating arrangement.

17. BUS STOPS ARE DANGEROUSLY OVERCROWDED:-

• DATA:
Options Strongly Agree Disagree Strongly Total
agree disagree
Respondents 66 136 89 9 300
Percentage 22% 45.33% 29.67% 3% 100%

[55]
• CHART SHOWING PREFERENCE OF THE PASSENGERS
IN G.S.R.T.C.:-

PERCENTAGE
50%
40%
30%
20%
10%
0%
Strongly Agree Disagree Strongly
agree disagree
PREFERENEC OF THE PASSENGERS

• FINDINGS:

 In responding to answers, 22% of them responded to strongly agree,


45.33% of them are agree, 29.67% of them are disagree and the rest of 3%
are strongly disagree.

• ANALYSIS:

 Majority of them (almost 68%) are agreed that the bus stop are
dangerously overcrowded and out of them 22% are strongly agreed. For
that purpose, G.S.R.T.C. should offer more buses on various routes in rural
and semi rural areas and the management of these buses and the
announcing system of arrival busses must be efficient to overcome this
problem
 Out of total 100%, 29.67% disagreed that the buses are not dangerously
overcrowded so there is no problem of overcrowding for them, and even
3% of them replied very positively.

18. THERE IS A SHORTAGE OF BUSES FOR PARTICULAR


REGION:-

• DATA:
Options Strongly Agree Disagree Strongly Total
agree disagree
Respondents 22 143 82 9 300
Percentage 22% 47.67% 27.33% 3% 100%

[56]
• CHART SHOWING PREFERENCE OF THE PASSENGERS
IN G.S.R.T.C.:-

PERCENTAGE
60%
50%
40%
30%
20%
10%
0%
Strongly Agree Disagree Strongly
agree disagree
PREFERENCE OF THE PASSENGERS

• FINDINGS:-

 In responding to answers, 22% of them responded to strongly agree,


47.67% of them are agree, 27.33% of them are disagree and the rest of 3%
are strongly disagree.

• ANALYSIS:-

 Almost 70% agreeing that there is a shortage of buses in a particular


region, out of which 22% are strongly, agree. They believe that the new
buses should be launched in a particular region where the demand of
passengers is very high on a particular route. Also, the timings and
frequency of buses should be efficiently managed in this kind of region.
 And the rest of (almost 30%) passengers responded that there is sufficient
buses are run on a particular route in a particular region, and amongst them
even 3% are strongly disagree with this statement.

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

• DATA:
Options Strongly Agree Disagree Strongly Total
agree disagree
Respondents 30 129 124 17 300
Percentage 10% 43% 41.33% 5.67% 100%

[57]
• CHART SHOWING PREFERENCE OF THE PASSENGERS
IN G.S.R.T.C.:-

PERCENTAGE
50%
40%
30%
20%
10%
0%
Strongly Agree Disagree Strongly
agree disagree
PREFERENCE OF THE PASSENGERS

• FINDINGS:-

 In responding to answers, 10% of them responded to strongly agree, 43%


of them are agree, 41.33% of them are disagree and the rest of 5.67% are
strongly disagree.

• ANALYSIS:-

 From the above observation we can say that almost 42% of them responded
to disagree. They believe that there are sufficient drivers and conductors in
the buses and also there is no need to have more driver and conductor but
G.S.R.T.C. need the careful and experienced driver.
 And almost 43% of them responded that there is a shortage of driver and
conductor. So we can say that G.S.R.T.C. should recruit some experienced
and careful driver so that other problems are automatically solved.

20. IMPROPER MANAGEMENT IS THE FUNDAMENTAL


PROBLEM:-

• DATA:
Options Strongly Agree Disagree Strongly Total
agree disagree
Respondents 101 141 49 9 300
Percentage 33.67% 47% 16.33% 3% 100%

[58]
• CHART SHOWING PREFERENCE OF THE PASSENGERS
IN G.S.R.T.C.:-

PERCENTAGE
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Strongly Agree Disagree Strongly
agree disagree
PREFERENCE OF THE PASSENGER

• FINDINGS:-
 In responding to answers, 33.67% of them responded to strongly agree,
47% of them are agree, 16.33% of them are disagree and the rest of 3% are
strongly disagree.

• ANALYSIS:-
 The response of this question is very critical.
 We can say that 47% of them is agreed that in root of all the problems
faced by the passengers, it is the improper management which is the
fundamental problem. They believe that due to improper management of
buses and administration of respective buses depots, the other problem
arise. In short, they think that because of this major problem, other
problems are automatically raised. In order to overcome this fundamental
problem, G.S.R.T.C. should make efficient management in terms of
passenger satisfaction and increased level of organizational efficiency.
 Experts and professional can be recruited to solve this problem.
21.
 ARE YOU SATISFIED WITH THE SERVICES RENDERED BY
G.S.R.T.C.?

• DATA:
Options Yes No Total
Respondents 195 105 300
Percentage 65% 35% 100%

[59]
• CHART SHOWING THE PREFERENCE OF THE
PASSENGERS:-
PERCENTAGE

80%
60%

40%
20%

0%
Yes No
PREFERENCE OF THE PASSENGERS

• FINDINGS:-

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

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

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

 IF YES, WE ASKED TO INDICATE THE LEVEL OF


SATISFACTION FROM G.S.R.T.C.:-

• DATA:-

[60]
Options LOW AVERAGE HIGH Total
Respondents 19 171 21 300
Percentage 9% 81% 10% 100%

• CHART SHOWING PREFERENCE OF THE PASSENGERS:

100%
PERCENTAGE

80%
60%
40%
20%
0%
LOW AVERAGE HIGH
LEVEL OF SATISFACTION

• FINDINGS:-

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

• ANALYSIS:-

 We can say that majority of them responded to average satisfaction level


and only few passengers responded to high. Those who are responded to
average and low, think that there is big scope of improvement in the service
given by G.S.R.T.C. they think that effective and innovative steps should be
taken by G.S.R.T.C.i.e. innovative schemes, implementation of new buses,
providing good facilities and services in terms of comfortable sitting
arrangement etc.
 Also infrastructural problems should be cracked in order to solve the
problems.
 Also benefits of specialization and division of work can be taken to remove
administrative problem.

[61]
We finally hereby conclude that the passengers who travel in G.S.R.T.C. are
actually helpless. The passengers face a number of problems during the journey period.
Some of the major problems they face are as follows:

• Long waiting periods.

• They have to push themselves to get into bus.

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• There is an insufficient capacity; the passengers have to face, in terms of seating
arrangement.

• Passengers have to stand during the journey

• If they get seats, they are in bad condition e.g. they have to be thrown in scrape.
(especially in ordinary buses)

• They are not given services at their satisfactory level.

• In almost all the cases, it has been found that the level of satisfaction from the
services of G.S.R.T.C. has been equal or less than satisfaction. The following table
will show this correlation between satisfaction and expectation.

Satisfaction < expectation Almost all the cases

Satisfaction = expectation Only in a few cases

Satisfaction > expectation Never happened

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

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

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

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

• Sometimes, travelling is G.S.R.T.C. becomes time consuming and the passenger


has to wait till the bus comes. So, passenger gets bored. They find it better to
travel in Private Vehicles. (i.e. jeep etc.)

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

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

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

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

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RECOMMENDATIONS

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

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

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

 Booking, Reservation schemes

 “Half pay, Full pass” scheme for one month

 Student concession pass scheme

 Special vacation tour scheme

 Seasonal offer scheme i.e. in Diwali, or in case of a fair. If there is a fair in


Ambaji, special extra buses are arranged for the passengers.

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

 “Salamat Sawari, S.T. amari

 “hath uncho karo, basma beso”

 Zadap ni maza, Motani Saza”

 G.S.R.T.C. should make effective administration and management of buses.

 The benefit of specialization and division of work can also be taken.

 The complaints of passengers should be analyzed carefully and the response


should be replied instantly.

 G.S.R.T.C. should establish fruitful, healthy and better relationships with


passengers by giving better services.

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 G.S.R.T.C. should make effective route guide model. They should analyze it very
carefully. They should arrange buses at place where there is a shortage of buses.

 G.S.R.T.C. should make implementation of rules and regulations and follow it


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

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

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

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


2008

 The report of Indian Institute of Management on G.S.R.T.C. by N. Ravichandram


and M.V.N.Surya Prasad / march 2005

 The book Research Methodology by Panneerselvem R. /first edition/New Delhi


Publication, Prentice hall of India Pvt. Ltd., 2005/ Page referred to from 1 to 16,
17 to 38, and 218

 Research Methodology by M.C. Burney D.H./ 1st Edition/Singapore, Thomson


India Pvt. Ltd., 2001/ Page referred to from 1 to 111

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

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

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

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 www.gujaratsrtc.com

 www.google.com

 www.yahoo.com

 Wikipedia-G.S.R.T.C.

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[68]
Questionnaire regarding the problems faced by the passengers
in G.S.R.T.C.
(Gujarat State Road Transportation Corporation)

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

Questions:

1. Name:_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
2. Name of the Depot:_ _ _ _ _ _ _ _ _ _ _ _ _
3. Mobile No.:_ _ _ _ _ _ _ _ _ _ _ _ _
4. Age:-
 Below 18  Between 18 to 35  Above 35
5. Occupation:-
 Student  Graduate
 Jobber  Professional
Other (specify):-_ _ _ _ _ _ _ _ _ _
6. Monthly Income:-

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 None  Below 4500
 Between 4500 to 9000  Above 9000
7. How do you travel?
 By Personal Vehicle  By G.S.R.T.C. ( By Bus)
 By Private Travelers  By Railway
8. If you travel by G.S.R.T.C., then how often do you use this public
transport?
 Daily  Weekly
 Sometimes, when needed  Never
9. What makes you travel in G.S.R.T.C.?
 Frequency of Buses
 Time of Buses
 Cheaper fare than others
 No other option available

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


 Yes
 No
(II) If No, then please tick a suitable one from the following:
(You may tick more than one)
 The bus gets punctured
 The bus runs very slowly
 The buses do not come on time
 It makes more than needed stops
11. (I) Do you think G.S.R.T.C. buses are properly maintained?
 Yes
 No
(II) If No, then please tick a suitable one from the following:
(You may tick more than one)
 Lack of Mechanics
 Shortage of tools and spare parts
 Unavailability of workshop
 Improper Management
12. Do the buses come in the bus depots according to the Time-table?
 Yes
 No
If No, then, please specify why? - _ _ _ _ _ _ _ _ _ _ _ _ _ _
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__________________________________
13. (I) Do you get a satisfactory reply from the Inquiry Window?
 Yes
 No
(II) If you do not, then please tick a suitable one from the following:
(You may tick more than one)
 Absence of officer
 Due to his misbehavior
 No window at all
14. Do you support the Government’s proposal to replace the old bus to
new one?
 Yes
 No

15. Thinking about travelling in and around the city or district, how you
feel about using the G.S.R.T.C.?
 I would be happy to use
 It’s not my preferred way to travel but I would consider it
 I would only use it if there is nothing else available
 I would never use it

Please, response the following questions:


16. There is insufficient capacity in the bus:
 Strongly Agree  Agree
 Disagree  Strongly Disagree
17. Bus stops are dangerously overcrowded:
 Strongly Agree  Agree
 Disagree  Strongly Disagree
18. There is shortage of buses for particular region:
 Strongly Agree  Agree
 Disagree  Strongly Disagree
19. There is a shortage of drivers and conductors:
 Strongly Agree  Agree
 Disagree  Strongly Disagree
20. Improper Management is the fundamental Problem:
 Strongly Agree  Agree
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 Disagree  Strongly Disagree
21. (I) Are you satisfied with the services rendered by G.S.R.T.C.?
 Yes
 No
(II) If yes, then please indicate the level of satisfaction from it.
 Low
 Average
 High

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

Signature: _ _ _ _ _ _ _ _

THANK YOU

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