CHAPTER 1

INTRODUCTION
 1.1 INTRODUCTION

Kerala State Road Transport Corporation (KSRTC) was formed with the objective of
providing adequate, efficient, economic and properly coordinated passenger service to the
people of Kerala. After 47 year of existence one can see that KSRTC has not achieved this
objective in several respects. This large public sector corporation considered as a big drain on
the Kerala economy, because of the huge losses it has been incurring year after year. This study
was undertaken to identify the preference toward KSRTC. The KSRTC began as the
Travancore state transport department, constituted by the former Travancore Government with
the intent of reorganizing the transportation service of the former state. Mr. EG Salter,
Assistant operating superintendent of London Transport Board, was appointed as
superintendent of the transport department on 20th September 1937. The Travancore Transport
Department grew with nationalization of key interstate routes such as Thiruvananthapuram to
Kanyakumari and Palakkad to Coimbatore.
The first fleet consisted of 60 comet chassis fitted with Perkins diesel engines, imported from
England. The bodies of buses were built by the staff of Travancore State Transport Department
under the supervision of the superintendent. The model for the selection of operating staff
continues to be followed by the current operating staff. The Transport Department gave
preference in recruitment for those who were likely to lose their private transport company job
resulting from the nationalization of Thiruvananthapuram Kanyakumari route. Thus the
transport department began with a staff of about a hundred graduated appointed as inspectors
and contractors.
Though the cooperation faces a number of financial problems, it has a strong customer base.
There are a lot of people who prefer KSRTC services to the private bus services. The
corporation is striving hard to overcome the financial problem with the help of this strong
customer base.
There are many reasons behind the popularity of KSRTC bus service. Various factors are there
which influence the customer preference towards KSRTC. This project is on attempt to
ascertain and analyse the various factors affecting the customer preference of KSRTC.
 1.2STATEMENT OF THE PROBLEM

Kerala State Road Transport Corporation (KSRTC) was formed with the Objective of
providing adequate, efficient, economic and properly coordinated passenger service to the
people of Kerala. After 47 year of existence, one can see that KSRTC has not achieved this
objective in several respects. This large public sector corporation considered as a big drain on
the Kerala economy, because of the huge losses it has been incurring year after year.
“Passengers preference towards KSRTC with special reference with Pattambi area”.

1.3SIGNIFICANCE OF STUDY

KSRTC is some of the premieres of public transport system in India survival of this concern
is more relevant in this cost hiking era. The preference of this concern is becoming worse and
in hurdles thus this study aims at the performance evaluation of KSRTC and passenger’s
preference towards KSRTC with special reference of Pattambi area.
 1.4SCOPE OF STUDY

The need or significance of this research is to know issue or problems facing by the
transportation community. The core importance of the study is to provide base for
understanding the problems in transportation system as usual passengers of KSRTC it is
common for us facing problem while traveling in bus. The passengers are not satisfied with
the service provided by KSRTC they started to raise voice against department. We have seen
many incidences motivated us to do this research and to study. The passenger’s preference
towards KSRTC with special reference to Pattambi area. There is further scope for doing on
this transportation system we can make an Empirical or general research on KSRTC
employees’ perception also on KSRTC management control system and passengers’
preference towards KSRTC.
 1.5OBJECTIVE OF THE STUDY

Primary Objective
To identify passenger’s preference towards KSRTC buses with special references to Pattambi
area.

Secondary Objective
➢ To find out major reason for choosing KSRTC buses

➢ To find out the problems involves in KSRTC services

➢ To find out popularity of innovative service implemented by KSRTC

➢ To find out the passenger satisfaction with KSRTC

➢ To find out whether the passengers are aware with electronic service of KSRTC

➢ To find out passengers’ opinion about the Volvo buses of KSRTC.

 1.6RESEARCH METHODOLOGY

The main theme of the. study passenger’s preference towards KSRTC buses with special
references to Pattambi area. Here a questionnaire includes 11 questions provided.

Research
Research is process of systematic and in-depth study or research of any particular topic, subject
or area of investigation backed by collection, computation, presentation and interpretation
relevant data.

Research Design
Research design is systematic planning of research, usually including the formulation of
particular questions; the collection and recording of evidence the processing and analysis of
these data and their interpretation; and publication results.

Descriptive Research
In this research it deals with descriptive research type it includes surveys and fact-finding
enquiries of different kinds. The major purpose of descriptive research is description of the
state of affairs as exists at present.

Sampling Method
In sampling method are collect information only a representative part of population.

Convenience Sampling
Here convenience sampling techniques is used for the study out of unlimited of passengers.
Convenience sample is obtained by selecting a convenience population.

Population
The population frame consists of Pattambi area.
Sample size
Here the sample size is 50 passengers in Pattambi area.

Sources of Data
• Primary data
Here primary data collected directly from the passengers though questionnaire

• Secondary data
Here secondary data collected from various books, internet and some publication

Period of the Study

The period of the study just 21 days (December 21st to January 18th)

Analytical Tools
Percentage analysis
• Percentage = No. Of respondents/ total sample size × 100
• Pie-diagram and bar diagram
 1.7LIMITATIONS OF THE STUDY

➢ The study confined only in 50 respondents

➢ The study conducted only in Pattambi area

➢ Most of the people not ready to respond due to lack of time and interest
➢ It is very difficult to make the respondents understand and purpose of survey

➢ As the study is carried out for academic purpose, due to constraints of time and cost, a
comprehensive study was not possible.
 1.8 CHAPTERISATION

The whole project is divided into mainly five chapters which include some subchapter:
CHAPTER I – INTRODUCTION: This chapter includes introduction, Statement of the
problem, Significance of the study, Scope of the study, Objective of the study, Research
methodology and Limitations of the study.
CHAPTER II – REVIEW OF LITERATURE: This chapter includes reference mainly include
a body of text that aims to review the critical points of current knowledge on a particular topic.
CHAPTER III – THEORETICAL FRAMEWORK: This chapter constitutes theoretical
framework only.
CHAPTER IV – DATE ANALYSIS AND INTERPRETATION: In this chapter the collected
data is analysed using data analysis tools and accordingly interpretation is made.
CHAPTER V – FINDINGS, SUGGESTION AND CONCLUSIONS: This chapter include
various findings and their suggestions and final conclusion about the project work done.
At the end of the report there is bibliography, reference and appendix.
 CHAPTER 2
REVIEW OF LITERATURE
 2.1 REVIEW OF LITERATURE

Rajarajan M and Anandarajan S (2014), have highlighted, problems faced by employees in

Tamilnadu State Transport Corporation Ltd, Villupuram”. It would ensure sustainable growth
and provide good service to the general public. The understanding of the employees’ job
satisfaction towards HRM practices would help the corporation to formulate policies and
programmes for further improvement.

Rajarajan M and Anandarajan S (2013) focus on, “Employees ‘Awareness towards TNSTC
Ltd, Villupuram Region”, the awareness by an individual in general but it is complex to
measure accurately the level of awareness perceived by employees particularly in Tamilnadu
state Transport Corporation Ltd, Villupuram, whenever a research study the working
environment and work culture. The various dimension of working environment such the
corporation policies, service systems, inter- personnel relationship, supervision, working
hours, recognition of employees, responsibilities, work tasks are the major factors to judge the
satisfaction. It is important for every corporation to care about the employees, awareness
towards TNSTC Ltd, Villupuram region.

Paul Dhinakaran D and Rajarajan M (2013) in their article “Job Involvement of Employees in
Tamilnadu State Transport Corporation Limited, Kumbakonam”, Involvement in the job
provides the basis of the tendency it contributes motivation to improve the capability and also
an orientation to contribute better. Motivation is a drive or reinforcement that could provide
achievement of certain response that were planned. The involvement level depends on many
internal and external factors; sometimes the working environment provided by the
management for its employees also would provide the required involvement level to perform
better. The major objective of the management from the old days to present organization
management is to ensure maximum contribution to the organization.

Ardashir Shiri and Mehdi Dehghani (2012) this paper assumes “Relationship between Job
Rotation and Organizational Indifference in Incorporated Governmental Organizations in City
of Kerman, Iran". Employees ‘Indifference towards affairs and issues of the organization is
one of problems facing with most of Government organization and some of Nongovernmental
organizations.

Srinivas Reo S (2011) this paper assumes, “Trade unionism in the Visakhapatnam port: A
study “. The Visakhapatnam port is one of the finest and fast developing ports. This
magnificent achievement of the port is mainly due to enlightened trade unions and successful
co-operation between the management and union. In all their activities, besides the
management the trade unions are planning vital role not only for their interest but also
furthering the development of the port in all respect.

Sunder K (2009) in this article “Job Satisfaction of Drivers and Conductors in Tamilnadu State
Transport Corporation – A Research Study” A study of job satisfaction of drivers and
conductors attached to Villupuram Region in Tamilnadu, India has brought to light both
positive aspects and dark spots. While there is high level of satisfaction such. While there is
high level of satisfaction on certain determinants of job satisfaction such as job commitment,
security of job etc. There is percent negative response on some other factors connected with
satisfaction determinants.
Asaithambi S and Karthika A (2008) in this article, “A study on job satisfaction of employees
in District Co-operating milk producers Union”. Milk product of diary framing which is an
important and an integral part of role in Indian’s rural economy Milk business is carried out
by several agencies including cooperative societies. Milk is a white liquid substance produced
by female mammals as food for their young ones, usually that of cows, buffaloes and goats
which is consumed by human beings.

Vittaldasa Prabhu B and Murali S (2006) in this article, “Road Freight Transport Industry
System,” Indian road freight industry which is of the size Rs. 40000 crores is backbone of
Indian economy. The growth of this sector and accordingly Indian economy is dampened by
several factors. To improve the situation, it is necessary to have an overview of the industry.
In this perspective the freight transport industry is presented in the form of an operation system.

Thamaraiselvi R and Anupam Thaliyal, (2007) in this article, “A study of Various Modes of
Transportation in Indian Logistic Industry – An Overall View”. The study provides vital
insights into all facets of the Indian logistics market which is useful for manufacturers,
importers, exporters and the people who are in the business of transporting cargo who require
critical inputs about the logistics scenario in India. It covers most of the service providers
associated with road, sea, air and railways along with inputs pertaining to the infrastructure .

Shay A A(2005) in this article, “Rail Based Commuter Services for Million Plus Cities” on
rapid growth of urban population especially in metropolitan cities has resulted in severe
congestion on roads and overloading on city bus system. Rail based rapid transit systems,
overhead and underground, being taken up in some metropolitan cities in Indian involve high
cost and high level of technical and Organizational expertise.
 REFERENCE

• Thomas M K (2000) “Public Sector Bus Transport in India in the New Millennium – a historical perspective”,
Ebenezer Publishers, Pune.
• Transport Research Wing (2002) Motor Transport Statistics of India, Ministry of surface Transport,
Government of India, New Delhi.
• Singh S K (2009). Road Traffic Crashes: The Scourge of UP"s Cities. Economic and Political Weakly, vol. 44,
no. 48, pp. 22-24
• Ramanayya TV, Nagadevara V and Shymal Roy (2005 b) “proceedings of 9th International Conference on
Global Business and Economic Development, Seoul, Korea, May 25-28-2005.
 CHAPTER 3
THEORETICAL FRAMEWORK
 THEORETICAL FRAMEWORK

CONSUMER PREFERENCE

Studying the consumer's behaviour is not a easy task at all, and even less simple is observing
only one aspect of this behaviour, like in the present case, the consumer’s preference for a
certain product, label or organisation. Along the research consumers may express their needs
and desires and still may act in a totally opposite way; at times, it’s possible that they aren’t
even aware of the true motivations behind their buying behaviour, or they could react to factors
determining last minute changes to their buying decision. Although the consumer decisions
are relatively easy to notice and quantify, the psycho-physiological processes behind them are
very difficult to take into account.
Research related to consumer behaviour looks upon its different dimensions and their
relationship. This final aim of these investigations is to foresee and channel the future reactions
of the demand agents, for a precise correlation between demand and supply. In this respect, all
dimensions that lead to the manifestation of a certain behaviour must be studied and
understood. Each of the dimension of the consumers’ behaviour we want to focus on within a
marketing research imprints on it with certain specificity, a special way of approach. Therefore,
the features of the consumer’s preferences mark the conducted studies with certain specific
features in this sense, which we must take into consideration when elaborating and conducting
these studies, in view of observing the essence of this dimension of consumer’s behaviour.
METHODS USED IN THE STUDY OF CONSUMER PREFERENCE

The study of consumer’s preference can resort to the observation method (as when analysing
the purchasing reasons), being the cheapest way of collecting behavioural information and, at
the same thing, the most accurate one that assures an authentic motivational image. The
selective enquiry based on a written questionnaire is also used in studying consumer
preferences even though it determines solely the declared behaviour of consumers and not the
actual one, as in the case of observation.
Measuring consumer preference for alternative product concepts may be performed by using
technique that is more and more widely known, namely the conjugate analysis. This is a
method of finding out the value in use consumers attach to various features of an object. The
respondents are presented with several hypothetical offers obtained by combining certain
features, and Since the preference appears only in the context of a strong motivation, the
research of preferences covers a more limited but, at the same time, a much deeper area then
the study of motivations that subsumes the evaluation of the preference intensity, using also
the same instruments as in the case of the evaluation of the preference intensity, using also the
same instruments as in the case of the evaluation of reasons.
they must rank these offers according to their preferences.
Testing consumer preferences is based on a variety of techniques such as: simple rank ordering
paired comparisons, appraisal scales, each having specific advantages and disadvantages. The
method of unitary appraisal supplies much more information than the method of simple
ranking and that of paired comparisons. The subject is required to order on a scale his/her
preference for each product. By using this method, we can find out not only the order of
preferences, but also the qualitative levels of preferences for each product and the distance
between the products. At the same time, this method is easy to use, especially when we must
evaluate several products.
Investigating preferences may be approached in different combinations with investigations on
other dimensions of consumers behaviour. For this purpose, one can make use of special
investigation techniques, such as contextual methods or psychodrama.
The research on the consumers preferences has lead to a more thorough understanding of
several important problems arisen in the research on the consumer satisfaction, especially one
related to the fact that the consumer satisfaction in superior conditions at present doesn’t assure
the manifestation of the consumer preference
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

4.1 Table showing classification of respondents based on mostly preferred

bus transportation

Response No. of respondents Percentage

 Public 20 40%
Local 30 60%
Total 50 100%

4.1 Chart showing classification of respondents based on mostly preferred

bus transportation

No. of respondents
35

30

25

20

15

10

0
public local

No. of respondents

INTERPRETATION
The table one indicates 40% of passengers prefer public has transportation and 60% passengers prefer local
bus transportation.

4.2 Table showing prefer KSRTC travelling

Response No. of respondents percentage
Yes 40 80%
 No 10 20%
Total 50 100%

4.1 Table showing prefer KSRTC travelling

no.of respondents
45

40

35

30

25

20

15

10

0
yes no

no.of respondents

INTERPRETATION
The table shows that 40 respondents are prefer KSRTC travelling and 10 respondents are no prefer KSRTC
travelling.

4.3 Table showing type of travelling you mostly preferred with KSRTC
 Response No. of respondents Percentage
Long trip 20 40%
Local trip 10 20%
Both 20 40%
4.3 Total 50 100%
Table showing type of travelling you mostly preferred with KSRTC

No. of respondents

Long trip Local trip Both

INTERPRETATION
The table indicate that 40% of passengers prefer long trip, 20% local trip and 40% both .Here
we can see that passengers prefer KSRTC used for long trip and both.

4.4 Table showing long trip choose

 Response No. of respondents Percentage
Comfortable 10 20%
A/C 10 20%
Fast 20 40%
Low charge 10 20%
Total 50 100%
4.4Table showing long trip choose

No. of respondents

Comfortable A/C Fast Low charge

INTERPRETATION
The table indicates that 20% of passengers prefer comfortable, 20% A/C, 40% fast and 20%
low charge. Here, passengers prefer KSRTC according to the fast feature.
 4.5 Table showing local trip choose
Response No. of respondents percentage
Comfortable 10 20%
A/C 5 10%
Fast 25 50%
Low charge 10 20%
Total 50 100%

4.5 Table showing local trip choose

Sales

comfortable A/C Fast Low charge

INTERPRETATION
The table indicates that 20% of passengers prefer comfortable, 10% A/C, 50% fast and 20%
low charge. KSRTC provide fast speed therefore passengers choose for local trip.
 4.6 Table showing your opinion about the KSRTC employees
Response No. of respondents Percentage
Good 15 30%
Bad 8 16%
Both 22 44%
No impressed 5 10%
Total 50 100%

4.6 Table showing your opinion about the KSRTC employees

No. of respondents
25

20

15

10

0
Good Bad Both No impressed

No. of respondents

INTERPRETATION
The table indicates that30% of passengers prefer good, 16% bad, 44% both and 10% no
impressed. In this table prove that KSRTC employees are both and good.
 4.7 Table showing most attractive factor you have seen in KSRTC

Response No. of respondents Percentage

Comfortable travel 14 28%
Travelling fare 7 14%
Punctuality 20 40%
Other 9 18%
Total 50 100%

4.7 Table showing most attractive factor you have seen in KSRTC

Sales

Comfortable travel Travelling fear Punctuality Other

INTERPRETATION
The table indicates that 28% of passengers prefer comfortable travelling, 14% travelling fare,
40% punctuality and 18% other. It is inferred that KSRTC provide more punctuality.
 4.8 Table showing satisfied with facilities of KSRTC

Response No. of respondents Percentage

Highly satisfied 8 16%
Satisfied 19 38%
Dissatisfied 12 24%
Moderate 11 22%
Total 50 100%

4.8 Table showing satisfied with facilities of KSRTC

No. of respondents
20
18
16
14
12
10
8
6
4
2
0
Highly satisfied Satisfied Dissatisfied Moderate

No. of respondents

INTERPRETATION
The table indicates that 16% of passengers prefer highly satisfied, 38% satisfied, 24%
dissatisfied and 22% moderate. Here we can see that passengers satisfied with KSRTC
facilities.
 4.9 Table showing your opinion e-ticket in KSRTC

Response No. of respondents Percentage

Very good 15 30%
Good 25 50%
Bad 8 16%
Very bad 2 4%
Total 50 100%

4.9 Table showing your opinion e-ticket in KSRTC

Sales

Very good Good Bad Very bad

INTERPRETATION
The table indicates that 30% of passengers prefer very good, 50% good, 16% bad and 4%
very bad. The KSRTC provide e-ticket facilities are more satisfied the passengers.

4.10 Table showing travelling fare of KSRTC acceptable for students

 Response No. of respondents Percentage
Yes 25 50%
No 25 50%
Total 50 100%

4.10 Table showing travelling fare of KSRTC acceptable for students

No. of resondents

Yes No

INTERPRETATION
The table indicates that 50% respondents are acceptable for KSRTC fare and 50%
respondents are non-acceptable KSRTC fare.

4.11 Table showing your opinion about the VOLVO KSRTC

 Response No. of respondents Percentage
Very good 20 40%
Good 19 38%
Bad 10 20%
Very bad 1 2%
Total 50 100%

4.11 Table showing your opinion about the VOLVO KSRTC

Sales

Very good Good Bad Very bad

INTERPRETATION
The table indicates that 40% of passengers are prefer VOLVO KSRTC, 38% passengers are
prefer VOLVO KSRTC, 20% passengers prefer VOLVO KSRTC and 2% passengers prefer
VOLVO KSRTC. Here we can see that most of the passengers prefer VOLVO KSRTC.
 CHAPTER 5
FINDINGS, SUGGESTIONS&
CONCLUSION

FINDINGS

• Majority of the passengers that is 50% choose local trip preferred for transportation.
• Majority of the passengers 80% select KSRTC for travelling.
• Majority of the passengers prefer choose for KSRTC travelling long trip and both that
is 40%.
• Majority of the passengers prefer long trip due to fast speed.
• Majority of the passengers for local trip on the base of fast.
• Majority of the passengers that is 44% are opinion about KSRTC employee are good
and bad.
• Majority of the passengers that is 40% for punctuality, 28% comfortable and 14% for
travelling fare.
• Majority of the passengers satisfied with KSRTC facilities.
• Majority of the passengers that is 50% choose good for opinion about e-ticket service.
• Majority of the passengers that is 40% choose good based on VOLVO bus.

SUGGESTIONS

• The buses should be scheduled after considering the root distance, repetition of service
and amount of traffic generated at each point.
• Deferent classes of business may be introduced to the requirement, capacity to pat etc,
of the passengers.
 • Promotion policy of KSRTC should be increased.
• The representatives of the workers should be nominated to the management from
among the employees.
• In order to make buses to reach in time the proper accountability system should be
adopted and bus crew should be loyal to their responsibility or the department should
try to guide bus crew in ethical manner.
• In order to make passengers to feel more secure in traveling in KSRTC bus at least
basic securities facilities should be provided i.e. seat belt, accidental insurance etc.
• To avoid misuse situation initiation should be taken from both said i.e. from KSRTC
& from passengers.
• In order avoid problems of overload of passengers the buses should be increase
depending upon the population of the passengers.
• In order to increase satisfaction level of the passengers the bus crew should behave in
cooperative, pleasant and help full manner with passengers.

CONCLUSION

Kerala State Road Transportation Corporation (KSRTC)was formed with the objective of
providing adequate, efficient, economic and properly coordinated passengers service to the
people of Kerala. After 47 years of existence, one can see that KSRTC has not achieved these
objectives in several respects. These large public sector corporation considered as a big drain
on the Kerala economy, because of the huge losses it has been incurring year after year.

On the whole there is underutilization of existing resources in KSRTC. Some of the external
and even invisible factors seem to be acting upon the performance of the corporation. There is
lack of commitment and indifference on the part of workers and management. All these factors
contribute to the poor performance of KSRTC.
BIBLIOGRAPHY
 BIBLIOGRAPHY

BOOKS
• C.R. KOTHARI – “Research Methodology International (P)” Ltd publishers, Second
Revised Edition, 2004.
• Christopher Lovelock, Jochen Wirtz, Jayantha chattered, Service marketing 5 th Edition
person Education page No 110-115.
• Valarie A Zeithaml, Ajay Pundit, Service Marketing. 4th Edition Tata Mc Grow-
Hill publishing page No 433-453.

REVIEW REFERENCE
• Thomas, M.K. (2000) “Public Sector Bus Transport in India in the New Millennium
– a historical perspective”, Ebenezer Publishers, Pune.
• Transport Research Wing (2002) Motor Transport Statistics of India, Ministry
of Surface Transport, Government of India, New Delhi.
• Singh, S.K. (2009). Road Traffic Crashes: The Scourge of UP” s Cities. Economic
and Political Weekly, vol. 44, no. 48, pp. 22-24.
• Ramanayya TV, Nagadevara V and Shymal Roy (2005 b) “Social Responsibility
of Public Transport Undertakings ”, Proceedings of 9 International Conference
th

on Global Business and Economic Development, Seoul, Korea, May 25-28-2005.

Website

• www.wikipedia.org
• www.studymode.com
• www.ksrtc.com
APPENDIX
 QUESTIONNAIRE

1. Which bus transportation you mostly preferred

Public
Local

2. Are you prefer KSRTC travelling

Yea
No

3. Which type of traveling you mostly preferred with KSRTC

Long trip
Local trip
Both

4. If you Long trip. why would you choose

Comfortable
A/C
Fast
Low charge

5. If your Local trip. Why would you choose

Comfortable
A/c
Fast
Low charge

6. What is your opinion about the KSRTC employees

Good
Bad
Both
No impressed
7. What is the most attractive factor you have seen in KSRTC
Comfortable travel
Travelling fare
Punctuality
Other

8. Are you satisfied with facilities of KSRTC

Highly satisfied
Satisfied
Dissatisfied
Moderate

9. What is your opinion e-ticket in KSRTC

Very good
Good
Bad
Very bad

10. Is the traveling fare of KSRTC acceptable for students

Yes
No

11. What is your opinion about the VOLVO KSRTC

Very good

Good

Bad

Very bad