BMTC Passengers Satisfaction

Sree Latha D R, I Sem MBA, B Sec

INTRODUCTION
Services 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 2 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

METHODOLOGY
TYPE 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 (2) 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

OVERVIEW
Fleet Daily Ridership Daily Service Kms. 6092 4.35 Million 13 Lakhs

Daily Trips
No. Of Depots

79445
47

No. Of Bus Stations

No. Of Staff Employed Traffic Revenue / Day Daily Ticket Sales (Pasngr)

35
33,260 3.62 Crores 4.5 Million

TYPES OF SERVICES
1. 2. 3. 4. 5. 6. 7. 8. 9. Ordinary Suvarna BIG 10 BIG Circle Pushpak Vajra Vayu Vajra Atal Sarige Marcopolo AC

1. Entering & Seating Comfort

10 9 8

No. of Respondents

0 Yes Men No Yes Women No

2. Timely Arrival
10
9 8

No. of Respondents

0 Yes Men No Yes Women No

3. Satisfactory Routes
10 9 8

No. of Respondents

0 Yes Men No Yes Women No

4. Frequency
7 6

No. of Respondents

0 Yes Men No Yes Women No

5. Stop at Every Junction

10 9

No. of Respondents

0 Yes Men No Yes Women No

6. Cleanliness
10
9 8

No. of Respondents

0 Yes Men No Yes Women No

7. Maintenance
8
7

5
No. of Respondents

0 Yes Men No Yes Women No

8. Safety
7

No. of Respondents

0 Yes Men No Yes Women No

9. Fair Fares
8
7

5 No. of Respondents

0 Yes Men No Yes Women No

10. Courtesy
7
6

No. of Respondents

0 Yes Men No Yes Women No

11. Suggestibility
9
8 7

6 No. of Respondents

0 Yes Men No Yes Women No

HYPOTHESIS TESTING
CHI-SQUARE TEST Testing hypothesis for independence of two categories using CONTINGENCY TABLE
2 Test

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 dont 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, pickpocket 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 organisations offerings from competitors offerings. 1. 2. 3. 4. Ordering Ease Service Delivery Staff Training Passenger Consulting

SUGGESTIONS
1. 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.