Pros and Cons Of Best Bus Services in Mumbai

DIWESH RANJAN
MMS A
ROLL NO :- 38
SPECIALIZATION :- MARKETING
 Introduction

The transportation wing of Brihanmumbai Electric Supply and Transport Undertaking

(BEST Undertaking) operates a large number of bus lines in the Mumbai metropolitan
area.

The BEST operates inter-city services to three areas beyond the municipal limits of
Mumbai city, i.e., into the limits of the bordering corporations of Navi Mumbai, Thane
& Mira - Bhayander.

The routes operated by the BEST can be broadly classified in the following
categories. :- Feeder Routes, East-west connectors, Trunk routes and Ac routes.
 Pros and Cons

Pros :-
1. Firstly, travelling by BEST bus is cheaper than buying a new car. Also, it is big and wide that it can carry a lot of
people.
2. Another good advantage of BEST buses is that they reduce the traffic jams in the rush hour in cities. Imagine that
everyone uses cars. The traffic jams will be a lot bigger than they are now. In India, a bus can gather more than 70
passengers. Imagine that all these people were using their cars instead of bus transport the cities will be crowded.
3. In addition, you get to meet different kinds of people. Not only that but also you dont have to drive because there is
already a driver. Furthermore, you can sit back and relax till you get to your destination.
4. Finally, in my opinion the bus is a good way of traveling because it is safe and could carry a lot of people.
Cons:-
1. First of all, the best bus can be delayed for a period of time. What is more, the bus can be crowded and it may not be
as comfortable as the car and it can be dirty sometimes.
2. Its takes too long to get places by bus.
3. The best bus may be a noisy and uncomfortable ride .
4. Moreover, the best bus is not a very fast way of transporting because it is big and heavy. Not only that but also the
bus doesnt stop at where you want it stops at the bus station.
 Company Overview

FOUNDED 1905 as BEST Co. LTD Brihanmumbai Electric Supply and Transport Undertaking

1947 as BEST Undertaking Bombay Electric Supply and Transport Undertaking

(BEST)
HEADQUARTERS Electric House, Colaba , Mumbai
LOCALE Mumbai Metropolitan Region
SERVICE AREA Mumbai City, Navi Mumbai, Thane, Mira-Bhayandar
SERVICE TYPE Local, Limited, Special, Express, Air-conditioned bus services, BRTS, Ferry Boat
ROUTES Ordinary Bus, Limited Bus, Express Bus, A.C. Bus, BRTS, Ferry Service
DEPOTS 27
PERSON DR Jagdish Patil (GENERAL MANAGER)
Website www.bestundertaking.com
 Objectives
1. To identify the gaps between customer expectation & services provided by BEST
service in Mumbai.

2. To analyse whether Mumbai BEST buses really an asset to the city or just an
alternative.
 Limitation

Budget Constraint

Time limit to study

 Methodology

Sources Of Data:
Sources of Primary Data: Questionnaire.
Sources of Secondary Data: Company Details, Newspapers, Journals, and other sources.
SAMPLE SIZE:
120 Samples
SAMPLING METHOD:
Simple Random Sampling.
Data Collection method:
The data collection tool that was used for the research was Questionnaire to get the primary data for the
empirical research on customer perception on BEST buses service.
 Source of Data

1)How often do you travel by bus?

1. Daily (50%) 2. 2/3 times in week (25%)
3. 2/ 3 times in monthly (24%) 4. Never (1%)

2) Do you agree that internal space and sitting arrangement of buses are comfortable?

1. Yes (58% )
2. No (42%)
3) What do you feel about the price charged by BEST bus for its service?
1. Strongly Satisfied (28%)
2. Satisfied (32%)
3. Neutral (24%)
4. Dissatisfied (8%)
5. Strongly Dissatisfied (8%)

4) BEST should provide digital display for next bus arrival timing at every bus stop?
6. Yes (70%)
7. No (28%)
8. Cant Say (2%)
5) How closely does the bus service are on schedule?
1. Generally on time (26%)
2. Generally Early (8%)
3. Generally late (32%)
4. No comment (34%)

6) Do you feel, Buses are over crowd in peak hours of travel?

5. Always (50%)
6. Sometimes (28%)
7. Rarely (20%)
8. Never (2%)

7) Do you feel BEST buses should provide special buses from one destination to other?
1. Yes (76%)
2. No (23%)
3. Cant say (1%)

8) What you feel are the major problem that BEST bus service is facing today?
4. Traffic (40%)
5. Bus schedule (36%)
6. Safety (12%)
7. Cost (2%)
8. Others(10%)
9) What kind of tickets you prefer for travelling in BEST?
1. Daily ticket (12%)
2. Daily pass (22%)
3. Monthly pass (32%)
4. Quarterly pass (34%)

10) BEST should provide digital display for next bus arrival timing at every bus stop?

5. Yes (70%)
6. No (28%)
7. Cant Say (2%)
Suggestion and Recommendations

1. In this era, competition has increased so it is better to change yourself

accordingly BEST should try to be innovative. They should try to bring changes
in their system.
2. Customers are considered as a king these days, they want good service along
with affordable price. A company will sustain only if they provide these two
things to customers.

3. There is a need for systematic improvements to make it an asset to the city.

4. Increase frequency of buses during peak hours.
5. BEST bus should have digital payment service.

 Key Learnings( Project)

1. It has revealed that customer are well educated about their rights, so they want is what they
like. After finishing this project, I learned that no one is happy with the services provided by
BEST.

2. Time management of the BEST buses is worst, and they are not focusing on that.

3. People are facing more problem during peak hours .

4.
 Conclusion

Results of research on BEST buses stipulated following conclusion:

Services should be treated as the most valuable tool in todays world. Providing better services
to your customer help you to sustain and helps creation of goodwill for survival.
1. The services provided by BEST undertaking is not up to the mark, customer have lots of
complains with BEST Undertaking.
2. It has also revealed that services are the most important for customer purchase decision.
Most people depend on BEST buses for college, employee etc.
3.