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Urban Passenger Awareness of the Marketing Schemes in APSRTC - An Assessment

SHRI C PANDURANGA MURTHY and DR. M SATHYAVATHI

ABSTRACT This paper is the outcome of a field survey conducted through a structured questionnaire which elicited the data from the travelling passengers of APSRTC buses. The study is undertaken to understand the present marketing practices or business strategies of APSRTC and chronicle them to enable the enthusiastic sister organisations working in the same / similar industry to utilise them, so that the wheel need not be reinvented. The study also endeavours to find gaps if any, in the organisation and to make the required recommendations. The emergence of marketing concept in respect of services is a recent phenomenon. Let us produce what we think the market wants, and the sales department will manage to sell. This was the focus prior to the beginning of the marketing concept in the context of selling the services. The end of 1950s paved avenues, for service marketing as organisations like banking, insurance and others felt that the application of marketing strategies while managing and selling the service would make possible qualitative improvement. Services are essentially intangibles. Their purchase does not result in the ownership of something physical. They are often described as ephemeral and experimental. A substantial portion of our purchasing is of services. For instances, leasing an automobile, living in a rented accommodation, utilising the facilities provided by a banker, lunching in a restaurant, making a telephone call, travelling by an airline and a host of other services. The customer pays for an experience, or a service provided by a service firm. Service in most cases involves transfer of some intangible benefits which result from the activities of service providers. Keywords: Crew, CAT Card, Couple Gift Card, General Bus Ticket, Jubilee Hi-tech Ticket, Moffusil. MST (Monthly Season Ticket), APSRTC (Andhra Pradesh State Road Transport Corporation).

SHRI C PANDURANGA MURTHY

DR M SATHYAVATHI

* Shri Panduranga Murthy, ED-APSRTC (Retired) is Ph.D Research Scholar, Dept. of Commerce, Kakatiya University, and Dr M Sathyavathi is Associate Professor, Kakatiya University, Warangal.

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INTRODUCTION The concept of marketing in a big way is seen exhaustively being applied in the tangible product arena. Application of different marketing concepts is by now well established in product manufacturing firms. Its appreciation and application in the area of services is rather thin, rare, sparse and scarce. Its scanty presence in the area of services is largely limited to banking, insurance and allied financial services, health and hotel services. In the area of passenger /cargo transportation, it is conspicuously restricted to airways, which caters to the needs of an extremely limited microscopic minority of the affluent segment of the market. Of late, we witness the refreshingly import of marketing concepts in the working of the monolithic organisation, the Indian Railways too. However, these concepts are striking more by their absence than their presence in bus passenger transportation. It is by and large, unheard in the area of bus passenger transportation. This is a unchartered arena left unexplored for more than one reason. Lack of applicability of marketing concepts is more acute in State Transport Undertakings. The State Transport Undertakings are the product of the Road Transport Corporations Act 1950. The State Governments or local bodies have created these public bodies to meet the transport requirements of the local areas. Marketing is defined as human activity directed at satisfying needs and wants through exchange processes. It represents a higher order integration of many support functions selling, advertisement, marketing research, new product development, customer service, physical distribution that impinges on customer needs and satisfaction. Marketing should be treated as the process whereby the firm in whichever sphere of activity it happens to operate, seeks to identify and quantify the needs of its markets (present and potential) and takes the necessary steps for satisfying such needs. The American Marketing Association defines services as activities, benefits or satisfactions which are offered for sale or are provided in connection with the sale of goods. This definition of services makes it clear that services are activities, benefits or satisfactions. In common parlance, the term services is used for personal services like auto repairing, hair cutting, dentists services, legal work, consultancy and so on. But in the eyes of the marketing experts the contents of services are wider. Marketing of Services in APSRTC Involve Marketing of its core products like the various bus services provided. (a) (b) Development of new and subsidiary products to augment the services. Providing tangibility to the products through various types of buses, various /levels of luxury, comfort and other special features.

Some of the recent efforts made by the APSRTC to develop new products and improve its market share are :(i) (ii) (iii) (iv) (v) (vi) Providing a wide range of luxury through Volvo and super luxury services. Concessional Annual Ticket (CAT) Card. RTC Complaints Analysis and Redressal System (CARES) Providing computerised reservation points. Providing long term advance booking and return reservation facility. Reservation on telephone facility.

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APSRTC has made a good beginning by applying the marketing concepts in the bus passenger arena. They are briefly outlined below :(a) (b) (c) (d) (e) (f) (g) Liberalizing rules affecting the passenger interest. Developed instruments to obtain passenger feedback and measure passengers satisfaction in vital parameters. Instrument is also developed to measure passenger satisfaction and christened as RTC CARES. Identification of market share on some intra state and inter-state routes. Market surveys are conducted to identify passenger preferences with regard to RTC services or its competitors. User friendly sector-wise time tables have been designed. Accessibility for reservation of tickets increased by providing remote computer reservation points.

(h) Reservation on telephone facility organised in some places. (i) (j) Home delivery of tickets undertaken in some places. Feedback is being obtained by using tele-marketing and direct marketing techniques.

(k) Promotional programmes are undertaken for image building of the corporation through audio visual media. Need for the Study The concept Marketing is newly emerging in the field of services sector in India. For the first time in the country amongst the sixty odd State Transport Undertakings, the Marketing Department was established in APSRTC during 1994 with a view to take stock of the services rendered to its customers and to improve the same besides implementing various marketing strategies. The application of marketing concepts would enable development of various passenger friendly schemes to help to retain the customers in its fold as well as attract new clientele. This study not only helps APSRTC, but also other State Road Transport Corporations existing across the nation for rendering effective and efficient friendly transport services. The study is undertaken to understand the present marketing practices of APSRTC and chronicle them to enable the enthusiastic sister organisations working in the same / similar industry to make use of them so that the wheel need not be reinvented. The study also endeavours to find gaps, if any, in the organisation and to make required recommendations. Scope of the Study The present study focuses on understanding the level of awareness of the marketing schemes/services of the corporation amongst the commuters or passengers who consistently use RTC services. It has been decided to elicit the opinion of the passengers/commuters during the journey period with special and a discerning focus on urban segments.

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Research

Methodology

The survey technique has been used as the main research method for this study, wherein the data has been collected by using a structured questionnaire which was given to the respondents during the journey period. The questionnaire was administered among a sample of 500 respondents who were selected at random by following the random sampling technique which is popular and appropriate for this study.

Data collected from Primary Sources The primary data was collected from the users of the various services of the APSRTC, through a structured questionnaire. As the size of the population is very large, the sample is purposive, with some type of stratification to cover various regional, age groups, genders, income related segments. The data has been analysed with the help of a Likert Type on a scale of 3 points to study the levels of satisfaction of the commuters.

Data Sources The data has been collected from the travelling passengers during journey period through a well structured questionnaire and through personal interviews.

Sample Size For the purpose of the study, a sample of 500 respondents/passengers have been selected at random by using the convenience sampling technique.

Limitations of the Study The present study is prone to have certain limitations. As it is a study of APSRTC, there is no systematic comparison with any other organisation.

BUS PASSENGER TRANSPORTATION - AN EVALUATION Urban Survey : 500 Samples TABLE-1: FREQUENCY OF TRAVEL BY APSRTC BUSES Ser No 1 2 3 4 Variable A One Year B Two Years C Four Years D Above Four Years Response 46 74 81 299 Percentage 9.20 14.80 16.20 59.80

Source : Field survey.

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FREQUENCY OF TRAVEL BY APSRTC BUSES

RESPONSE

A: (One Year) 46 (9.20%) B: (Two Years) 74 (14.80%)

D: (Above Four Years) 299 (59.80%) C: (Four Years) 81 (16.20%)

Table-1 presents the number of years of travelling experience the respondents have had with APSRTC on its urban services. Table-1 covers the entire spectrum of those travelling from one year to those commuting for four years and above. 76% of the passengers are commuting since four years and above. Strategies designed to recognise the loyalty of this strata and to increase their affinity and their preference with the organisation have to be evolved. So also, strategies to attract new commuters (one year and above) be evolved. TABLE-2 : FREQUENCY OF TRAVEL IN THE BUSES IN A DAY Ser No 1 2 3 4 Variable A Once a Day B Twice a Day C Thrice a Day D Frequently Response 33 261 83 123 Percentage 6.60 52.20 16.60 24.60

FREQUENCY OF TRAVEL IN THE BUSES IN A DAY

RESPONSE

D (Frequently) 123 (24.60%)

A (Once a Day) 33 (6.60%)

C (Thrice a Day) 83 (16.60%)

B (Twice a Day) 261 (52.20%)

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Table-2 elicits information on the number of times the respondents travel by APSRTC buses in a day. More than 93% of the passengers are Commuters, that is, they travel twice or more daily. About 53% of them commute twice a day. In all probability, these 53% make one UP and one DOWN trip which could be work trips from their residences to their work place and back. These route specific commuters could be retained by a route pass or any such scheme. The data also reveals that the occasional users or unidirectional travellers seldom/rarely use buses. A programme may suitably be tailored to get them into the fold of APSRTC while promoting schemes to retain the regular commuters. TABLE-3 : RATING THE BEHAVIOUR OF SERVICE CREW IN THE BUSES Ser No 1 2 3 Variable A Good B Average C Poor Response 173 254 73 CUSTOMER RESPONSES Percentage 34.60 50.80 14.60

1 4.6 0 73

50 .80 254

P E R C E N TA G E RESPO NSE

34 .60 173

50

10 0

150

2 00

2 50

30 0

Table-3 depicts the customers response on the professional conduct of the crew during the transactions occurring between them and the commuters. Bulk of the commuters categorise the behaviour of crew as Average and Poor. Training and development programmes should be developed to improve the behaviour of the crew to impress upon the customers as the crew constitute the visible face of the organisation. They are the first contacts between the customers and the company. It may be noted with concern that about 15% of respondents rated behaviour of the crew as Poor. This shortcoming needs to be addressed on a high priority. TABLE-4 : RATING THE CLEANLINESS OF THE BUSES Ser No 1 2 3 Variable A Good B Normal C Bad Response 150 263 87 Percentage 30.00 52.60 17.40

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RESPONSE

C: 87, (17.40%) A: 150, (30%) A B C

B: 263, (52.60%)

Table-4 presents the passengers perception on the primary parameter of cleanliness of the buses. 70% of the commuters felt that the cleanliness of the buses is Normal or Bad which is not a good indicator. Modern cleaning tools and technology should be utilised which minimise human effort in order to provide commuters with a clean bus and ensure a pleasant travelling experience. TABLE-5 : AWARENESS OF MARKETING SCHEMES INTRODUCED BY APSRTC FOR THE CONVENIENCE/BENEFIT OF COMMUTERS A : AWARENESS LEVEL OF CAT CARD SCHEME Ser No 1 2 Awareness of the CAT Card Scheme Yes No Response 292 208 Percentage 58.40 41.60

Concessional Annual Travel Card (CAT CARD offers a 10% concession on the fare and provides insurance facilities)
350 300 250 NO (208) 200 150 100 50 0 RESPONSE PERCENTAGE YES (58.40%) NO (41.60%) YES NO YES (292)

Table-A assesses the awareness level of the marketing schemes of APSRTC in their urban clientele. Almost 42% of the commuters were not aware of the CAT Scheme. Though the scheme is not applicable in the urban context, it should be recognised that they are potential customers of the organisation and it has to ensure that its schemes reaches all concerned, either real/actual or potential. Therefore, a drive is recommended to be undertaken to meet the said objective.

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B : AWARENESS OF THE JHT SCHEME Ser No 1 2 Awareness of the JHT Scheme Yes No Response 220 280 Percentage 44.00 56.00

JHT (Jubilee Hi-tech Ticket) Holders can travel any number of times throughout AP in a week.
300 NO (280) 250 200 150 100 50 0 RESPONSE PERCENTAGE YES (44%) NO (56%) YES NO YES (220)

The observations made with regard to the CAT scheme are equally applicable in the context of JHT also. C : AWARENESS LEVEL OF THE IJHT SCHEME Ser No 1 2 Awareness of the IJHT Scheme Yes No Response 161 339 Percentage 32.20 67.80

IJHT (Inter State Jubilee Hi-tech Ticket) holders can travel any number of times in inter state buses of APSRTC in a week.

400 350 300 250 200 150 100 50 0

NO (339)

YES YES (161) NO

NO (67.80%) YES (32.20%)

RESPONSE

PERCENTAGE

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The Scheme requires to be propagated very aggressively as about 68% of the sample population is not aware of its existence. Those who may not undertake inter-state journeys often, should also be targeted to improve their awareness of the scheme as they are Potential customers of this scheme. D : AWARENESS OF THE MST SCHEME Ser No 1 2 Awareness of the MST Scheme Yes No Response 249 251 Percentage 49.80 50.20

MST (Monthly Season Ticket) offers 30 days travel on payment of 20 days fare in a month.
300 YES (249) NO (251) 250 200 150 100 YES (49.80%) 50 0 RESPONSE PERCENTAGE NO (50.20%) YES NO

The awareness or otherwise of the MST scheme is (more or less) evenly distributed amongst the commuters. Measures have to be taken to improve the awareness amongst those not aware of the scheme in order to increase the customer base of this scheme in the rural segment of the APSRTC passengers through word of mouth of the urban segments who are relatively more vociferous. E : AWARENESS OF THE COUPLE GIFT CARDS SCHEME Ser No 1 2 Awareness of the CGC Scheme Yes No Response 160 340 Percentage 32.00 68.00

Couple Gift Cards (any two persons) offers any two persons/couples to travel any number of times within AP for 4 days/96 hours from the date of commencement of the journey.
400 350 300 250 200 150 100 YES (32%) 50 0 RESPONSE PERCENTAGE NO (68%) YES YES (160) NO NO (340)

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Very low rate of awareness of the scheme is observed. If the organisation proposes to continue with the scheme, aggressive campaign of the same needs to be undertaken. F : AWARENESS OF THE FREE TRAVEL FACILITY SCHEME Ser No 1 2 Awareness of the Free Travel Facility Scheme Yes No Response 147 353 Percentage 29.40 70.60

Free Travel facility to passengers holding long distance advance computerised reservation ticket from their residence to the bus station and back.
4 00 3 50 3 00 2 50 2 00 YES (1 47) 1 50 1 00 50 0 R ESPON SE PER C EN TAG E YES (29 .40 %) NO (7 0.6 0% ) YES NO N O (353 )

Perhaps the least level of awareness (next only to TREATS programme) is observed amongst the users of RTC services on this facility. Reasons need to be probed and corrective action initiated to serve the purpose of introducing the scheme. G : AWARENESS OF THE RJT SCHEME Ser No 1 2 Awareness of the RJT Scheme Yes No Response 187 313 Percentage 37.40 62.60

RJT (Return Journey Ticket) facility on selected routes.

350 300 250 YES (187) 200 150 100 50 0 RESPONSE PERCENTAGE YES(37.40%) NO (62.60%) YES NO NO (313)

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A very high level of un-awareness is registered amongst the sample population with regard to this scheme. The intended purpose of introducing this programme is virtually defeated. A revival and resusciating schedule has to be drawn and vigorously executed and pursued if the organisation intends to benefit from this scheme. H : AWARENESS OF THE TREATS SCHEME Ser No 1 2 Awareness of the TREATS Scheme Yes No Response 137 363 Percentage 27.40 72.60

TREATS (Travel regularly and earn an additional free trip scheme).

400 350 300 250 200 YES (137) 150 100 50 0 RESPONSE PERCENTAGE NO (72.60%) YES (27.40%) YES NO NO (363)

The least level of awareness is observed in this scheme. The scheme is almost dead and calls for a very intensive ad-push to resuscitate it as it aims to hold the frequent travellers in the fold of the organisation. I : AWARENESS OF THE TAYL SCHEME Ser No 1 2 Awareness of the TAYL Scheme Yes No Response 382 116 Percentage 76.40 23.20

TAYL (Travel As You Like) Ticket provides unlimited travel in the city services for 24 hours.
450 400 350 300 250 200 150 100 50 0 RESPONSE PERCENTAGE NO (116) YES (76.40%) NO (23.20%) YES NO YES (382)

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Awareness of this scheme is highest amongst the sample population. Ideally, the awareness of other schemes should also be raised to this level. Efforts should also be made to further reduce the levels of un-awareness from the present level of 23%. J : AWARENESS OF THE GBT SCHEME Ser No 1 2 Awareness of the GBT Scheme Yes No Response 379 121 Percentage 75.80 24.20

GBT (General Bus Ticket).

400 350 300 250 200 150 100 50 0 RESPONSE PERCENTAGE NO (121) YES (75.80%) NO (24.20%) YES NO YES (379)

This scheme has the highest level of awareness (second only to TAYL scheme) as seen amongst the sample population. Endeavour should be made to improve the awareness level of penetrating the scheme into the 24% of the segment which is unaware of the scheme. K : AWARENESS OF THE METRO COMBI-TICKET SCHEME Ser No Awareness of the Metro Combi-Ticket Scheme Yes No Response Percentage

1 2

289 211

57.80 42.20

Metro Combi-Ticket - enables GBT holders to make a single trip on a nominal payment of Rs 5/- immaterial of the actual fare.
350 300 250 200 150 100 YES (57.80%) NO (42.20%) 50 0 RESPONSE PERCENTAGE YES (289)

NO (211) YES NO

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About 43% of the respondents are unaware of this passenger friendly scheme. The target group is the GBT (General Bus Ticket) holders. They are frequent purchasers of this ticket. Therefore, it is practicable to capture their data and subject them to any promotional campaign. Efforts seem to be lacking in this direction. L : AWARENESS OF TELEPHONE RESERVATION AND HOME DELIVERY OF TICKETS Ser No 1 2 Awareness of Telephone Reservation and Home Delivery of Tickets Service Yes No Response 226 274 Percentage 45.20 54.80

Telephone Reservation and Home Delivery of Tickets.

300 250 200 150 100 50 0 YES (226)

NO (274)

YES NO

YES (45.20%)

NO (54.80%)

RESPONSE

PERCENTAGE

About 55% of the respondents are unaware of this customer friendly service which saves lots of time, energy and non productive effort of the potential passengers in procuring a ticket in APSRTC buses. An ad-push is required to be given to pull out the customer from the competitors fold and attract commuters with which tickets/seats are made available.

M : AWARENESS OF THE ACCOMMODATION LINKED TICKETS TO SHIRDI Ser No 1 2 Awareness of Accommodation Linked Tickets to Shirdi Service Yes No Response 204 296 Percentage 40.80 59.20

Accommodation Linked Tickets to Shirdi.

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350 300 250 YES (204) 200 150 100 50 0 RESPONSE PERCENTAGE YES (40.80%) NO (59.20%) YES NO NO (296)

Unawareness of 60% of the respondents could be treated as a serious promotional set back and steps taken to reach Sai devotees through the trustees of the Sai temples in particular and by other means in general. N : AWARENESS OF LINK TICKETS TO TIRUMALA SCHEME Ser No 1 2 Awareness of Link Tickets to Tirumala Scheme Yes No Response 199 301 Percentage 39.80 60.20

Link Tickets to Tirumala.

350 NO (301) 300 250 YES (199) 200 150 100 50 0 RESPONSE PERCENTAGE YES (39.80%) NO (60.20%) YES NO

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This great facility has unfortunately not reached more than 60% of the respondents. It is suggested to get into a tie-up with Indian Railways to quickly reach the Tirupathi board train passengers who are predominantly bound to Tirumala from Tirupathi whose surface/road transport can be facilitated and made hassle free by APSRTC buses and the scheme under consideration. O : AWARENESS OF THE DIAL A BUS SCHEME Ser No 1 2 Awareness of Dial a Bus Scheme Yes No Response 245 255 Percentage 49.00 51.00

Dial a Bus Scheme (for marriages, picnics etc.)

300 250 200 150 100 YES (49%) 50 0 RESPONSE PERCENTAGE NO (51%) YES NO YES (245) NO (255)

The scheme, if well articulated and publicised, has the potential of fully utilising the spare capacity in-built in the APSRTC system where 10% of spare buses are provided to every depot over and above the fleet required to operate schedule services. The schedule services can also be used for the purposes of picnics, marriages, pilgrimage and leisure travel, during the slack hours/season. The scheme has good potential to reap dividends if properly publicised.

TABLE-6 : TIME TABLE BOARDS INSIDE THE BUSES Ser No 1 2 Variable Yes No Response 390 110 Percentage 78.00 22.00

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NEED FOR TIME TABLE BOARDS INSIDE THE BUSES

450 400 350 300 250 200 150 100 50 0 RESPONSE PERCENTAGE NO (110) YES (78%) NO (22%) YES NO YES (390)

The practice has the potential of instilling self discipline amongst the crew as it provides an opportunity/information to the intending passengers to question erring crew not adhering to the declared/notified timings. Therefore, there is a dire need to set right the deficiencies and arrange to furnish all buses with time table boards inside the buses. Progressively the lapses occurring in 22% of the buses should be reduced.

TABLE-7 : ACCESSIBILITY ON OFFICIAL PHONE/CELL NUMBERS IN THE BUSES FOR EMERGENCY ASSISTANCE

Ser No 1 2

Variable Yes No

Response 350 150

Percentage 70.00 30.00

RESPONSE TO ACCESSIBILITY ON OFFICIAL PHONES/MOBILES IN THE BUSES FOR EMERGENCY ASSISTANCE

400 YES (350) 350 300 250 200 NO (150) 150 YES (70%) 100 NO (30%) 50 0 RESPONSE PERCENTAGE YES NO

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This is yet another step in the right direction to empower customers to ventilate their grievances/complaints, if any, to the competent authority to redress the same. It provides a in built mechanism to discipline the crew/operating staff. Hence, steps are imperative to arrange for these numbers in the remaining 30% of the buses.

TABLE-8 : AWARENESS OF DIAL YOUR DEPOT MANAGER/RM PROGRAMME TO REDRESS YOUR GRIEVANCES Ser No 1 2 Awareness Yes No Response 262 238 Percentage 52.40 47.60

RESPONSE TO AWARENESS OF DIAL YOUR DEPOT MANAGER/RM PROGRAMME TO REDRESS YOUR GRIEVANCES

300 YES (262) NO (238) 250 200 150 100 YES (52.40%) 50 0 RESPONSE PERCENTAGE NO (47.60%) YES NO

About 48% of the respondents are not aware of this programme. This programme, if fully installed and propagated, has the power of cementing continued relationship between the company and the customer. Hence, steps need to be taken to clear bottlenecks, if any, in institutionalising the programme in right earnest. TABLE-9 : OVERALL IMPRESSION ON SERVICES RENDERED BY APSRTC Ser No 1 2 3 Impression A Good B Satisfactory C Poor Response 145 289 66 Percentage 29.00 57.80 13.20

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RESPONSE TO OVERALL IMPRESSION ON SERVICES RENDERED BY APSRTC

RESPONSE

C: 66 (13.20%) A: 145 (29%) A B C

B: 289 (57.80%)

About 87% of the sample respondents seem to be having a satisfactory and above average (good) impression on the services rendered which is a gratifying factor. Nevertheless, about 14% respondents impression is that services are Poor and should not be ignored as the members are not too insignificant. Strategies should be evolved and installed to reduce their numbers and percentage. TABLE-10 : RATING THE BEHAVIOUR OF CHECKING OFFICIALS Ser No 1 2 3 Variable A Good B Satisfactory C Poor Response 169 277 54 Percentage 33.80 55.40 10.80

RESPONSE TO RATING THE BEHAVIOUR OF CHECKING OFFICIALS

10.80% 54

55.40% 277

PERCENTAGE RESPONSE

33.80% 169

50

100

150

200

250

300

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Though about 89% of the respondents have given Satisfactory and Good rating on the behaviour of checking officials, the reasons for the balance 11% to rate it as Poor have to be probed and dealt with. It could be ingrained in checking officials that they can be dignified and firm in discharging their duties without diluting the respect and human dignity/courtesies due to the crew/passenger through structured soft skills programme/ training to them. CONCLUSION The study has revealed that the wheels of the buses of APSRTC are strong enough to attract good number of passengers to enhance its occupancy which makes the Corporation more viable. Suggestions The following suggestions are made based on the revelations of the survey for further enhancement of the awareness levels of the target customers which catapults to increased occupancy, productivity and profitability. 1. Awareness of passengers on seven passenger friendly schemes varies from 76.40% (on the TAYL scheme) to 27.40% (for TREATS scheme). Obviously the promotional effort is not evenly distributed. This requires to be balanced forthwith by taking up a aggressive ad campaign. The grievance redressal machinery and feedback mechanism established through exhibiting phone/cell numbers of the officers concerned in buses and dial your official programs are well conceived but their execution seems to be lopsided as awareness is only 70% and 52.40% respectively. A special drive has to be taken up by top management to create conviction in lower rung managers to pursue these schemes faithfully. Behaviour of the crew, the visible face of the organisation, is rated average by 50.80% which requires attention and taking up of training and development programs on war footing. The overall impression of customers on service is satisfactory for about 57.80%. This is a thin edge which the organization requires to improve upon as it may slide anytime. Cleanliness of buses is rated as normal by 52.60% which needs to be looked into.

2.

3.

4. 5.

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