Ksrtc ready final repart

A STUDY ON CUSTOMER PERCEPTION AND EXPECTATION TOWARDS QUALITY SERVICE PROVIDED BY KSRTC

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INTRODUCTION:
A service is the intangible equivalent of economic goods. Service provision is often
an economic activity where the buyer not generally, except by exclusive contract, obtains
exclusive ownership of the thing purchased. The benefits of such a service, if priced, are held
to be self evident in the buyer’s willingness to pay for it, public services are those societies
pays for as a whole through taxes and other means,
By composing and orchestrating the appropriate level of services, skill, ingenuity and
experience for effecting specific benefit for service consumer, service providers participate in
an economy without the restrictions of carrying stock or the need to concern themselves with
bulky raw material. On the other hand, their investment in expertise does require consistent,
many so-called services, however, require large physical structures and equipment, and
consume large amount of resources, such as transportation service and the military.
Service characteristics service can be paraphrased in terms of their generic key
characteristics. Intangibility Service are intangible and insubstantial they cannot be touched,
griped, handled, looked at, smelled, tasted or heard. Thus, there is neither potential nor need
for transport, strong or stocking of service, Furthermore, a service cannot be (re) sold or
owned by somebody, neither can it be turned over from the service provider, solely, the
service delivery can be commissioned to a service provider who must generate and render the
service at the distance Tallest of an authorized service consumer.

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STATEMENT OF THE PROBLEM
KSRTC is the major transport services provided by the Govt. of Karnataka. It is
providing various services to the customers, even though it fails to fulfill the satisfactory
level of the customers because it is not providing transportation facility to some of the
villages, so there is a need to effectively meet the requirements of the customers regarding
the services and the complaints received by the passengers are not handing constructively by
the organization.
SCOPE OF THE STUDY:
 The study was conducted in Hassan city essential for KSRTC.
 My study scope is confined to the finding of the study.
OBLECTIVES OF THE STUDY :
 To study how well the organization is meeting customer’s perception on the service
quality dimensions.
 To study the level of satisfaction understanding the customer perception.
 To understand the suggestion of the customer and make the organization understand
the customer perception.

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RESEARCH METHODOLOGY :
Research Methodology is a method to solve research problems systematically. It
involves gathering data use of statistical techniques interpretations and drawing conclusions
about research data. The research topic ‘’A STUDY ON QUALITY SERVICE PROVIDED
BY KSRTC, HASSAN’’ is based on Causal Research Method, the study is based on survey
method and that tool used for survey was questionnaires.
DESCRIPTIVE RESEARCH :
The research method selected for the study is descriptive research design. The main purpose
of descriptive research is to describe the state of view as exit at present. Simple it is a fact
finding investigation.
SAMPLING TECHNIQUE:
Sampling techniques are used to analyze the study of problem area: a sample size of 50
respondents is covered. Random sampling method of survey is selected to choose the
respondents.
STATISTICS TOOLS USED TO ANALYSIS:
Te collected data is analyzed by the percentage method, using graphs, charts and tables.
SELECT THE SAMPLE:
SAMPLING DESIGN:
The research was mainly opted on customer survey; the sample selected for survey was
random sampling method. Sample size of 50 respondents.

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METHOD OF DATA COLLECTION:
Methodology describes the method used to make the research in order to find the facts and
solve the problem systematically. Research design provides a guidance to enable to keep
track of all action in order to meet the objectives; the survey study was conducted by using
both primary and secondary data.
PRIMARY DATA:
The primary data has been collected mainly through closed ended questionnaire.
SECONDARY DATA:
Secondary data has been obtained through company websites and books.
LIMITATIONS:
 The study was conducted only in Hassan city.
 It was time consuming and laborious process,
 The study focuses was restricted to a very small group of sample population.
 The study is restricted to the bias of the customers.
 Some respondents did not co-operate

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INDUSTRY PROFILE:

The history of transportation spans the entire history of mankind. It was only around 4000-
3500 BC that the very first step towards man-made transportation was taken the wheel was
invented.
Broadly speaking TRANSPORTATION means can be classified as under
 Land transport
 Water transport
 Air transport
ELEMENTS OF TRANSPORTATION
 Infrastructure
 Vehicles
 Operation
INDIAN TRANSPORTATION
 The transport system in India is large and extensive. Millions of people of India use
the large network of railways and roadways in India.
 The various means of transportation in India has bought the country closer. It not only
caters to the need of 1.1 billion people in India but, also provides comfort and
convenience.

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 The transport system in India is doing a great job by easing the pain of covering vast
expanse of land. As far as the development is concern, India transportation is growing
at a faster pace,

ROAD TRANSPORTATION IN INDIA
The Indian roadways play a crucial role in connecting the different parts of India,
Over the years after independence there has been an extensive development of
The network of roads across the length and breadth of India, road network of India is
the largest road networks (3.314 million kilometers) in the world.
India comprises of a huge network of roads being classified, In to:
 National highways
 State highways
 Major district roads
 Other road
In India road transport services are operated both by public and private sectors. But rapid
increase introspect of passenger traffic has lead to keen competition among the private
agencies and people were unable to copy up with the prices changed by them. Another reason
for the establishment of public transportation system was growing population. Which was
beyond the control of . private agencies. This leads to nationalization of transport system.
And as a result state transport undertaking emerged and K.S.R.T.C is one of them.

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COMPANY PROFILE

HISTORY OF K.S.R.T.C
In 1948 Mysore state put forth 120 vehicles for public service in limited amount. In
12-09-1948 Mysore Government Road Transport Department (MGRTD) has been created
under the leadership of our first chief minister Sri K.Chengalaraya Reddy.
Next chief minister Sri Kengal Hanumanthaiah made a new revolution in the field of
transportation. He abolished the privatization of vehicles in to nationalization. In 21-10-1952
he was the first person who nationalized 6 bus routes and also private BTC in to
nationalization.
C.M. Nijalingappa has started bus routes to Bombay, Belgium and Bijapur by
introducing 1004 buses. By this way K.S.R.T.C came into existence.
KSRTC was set up under the Road Transport Corporation Act 1950 in the year 1961
with 1792 buses and is wholly owned by the government of Karnataka Government of India
is also a shareholder in this corporation.
The main concern of the corporation is to provide efficient economical and well co-
ordinate system of transport to the traveling public.
The corporation has been continuously striving to translate its vision of providing safe
convenient reliable and economic transport serviced to public into reality. In this endeavor,
KSRTC. Is guided by a strong sense of social commitment

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KSRTC has an extensive service network in Karnataka and also to important
destinations in neighboring states operation 4334 schedules covering 16.33 lakh kms to carry
22.50 lakh passengers everyday 92% of the villages in monopoly area (6743 out of 7298) and
44% in non-monopoly area (5158 out of 11789) have been provided with transport facility by
K.S.R.T.C,

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Type Public transport corporation
Industry Public transport bus service
Founded 1961
Head quarter Bangalore
Minister Ramalinga Reddy
Area served Karnataka
Subsidiaries Bangalore Metro transport corporation
North eastern Karnataka Road
Transport Corporation
North West Karnataka Road Transport
Corporation

2. a BACKGROUND AND INSPECTION OF THE COMPANY
In order provide efficient, adequate, economic and well coordinated services to the
people of Karnataka, KARNATAKA STATE ROAD TRANSPORT C ORPORATION
(KSRTC) was established to facilitate people travelling to reach their desirable destination.
KSRTC came into existence on 1961 under the Road Transport Corporation act 1950.
It initially started offs with 1792 busses and is wholly owned by Govt. of Karnataka with
Govt. of India being its major shareholder.
2.b NATURE OF THE BUSINESS CARRIED
KSRTC mainly deals with ROAD TRANSPORT making people to conveniently
travel to their desired location with the ease and fair price.
Further in the year 1997 (AUG) KSRTC was bifurcated and

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 BANGALORE METROPOLITAN TRANSPORT CORPORATION (BMTC) came
into existence.
Later during the end of the year 1997(NOV) and in the year 2000(AUG)
 NORTH WEST KARNATAKA ROAD TRANSPORT CORPORATION
(NWKSRTC).
 NORTH EAST KARNATAKA R OAD TRANSPORT CORPORATION
(NEKSRTC) came into limelight respectively.

All the corporations together hold the position of 4
th
largest state transport
undertaking in the country comprising of 27 divisions, 183 depots, 411 bus stations, 6
regional workshops, 8 training centers with a labor force of 100826.
The fleet strength of the corporation is currently at 20542 covering 60.38 lakh kms,
carrying 96.09 lakh passengers and earning average revenue of 12b cores per day.

2. c VISION, MISSION AND QUALITY POLICY
VISION
“To provide efficient, Economic, Safe , Reliable and adequate road transport services
in Karnataka state and important centers in their neighboring states”.
MISSION
 To fulfill customer’s expectations in providing environment friendly and
value based services.
 To have continuous improvement through use of innovative technology and
lay stress on creativity.
 To lay stress on employee welfare & human resource development and to
inculcate quality consciousness in our employee at all levels.
 To motivate the spirit of responsibility and openness of communication
among our employees towards environment problems.

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 To meet the safety, environment and pollution control standards.
QUALITY POLICY
 To continually improve our services to achieve consistent quality of
our products.
 To process with zero defects so as to meet the customer satisfaction in
order to become a leader in transportation business.
 To strive continually in order to improve the system with continuous
training.

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SERVICE QUALITY PROVIDED BY THE KSRTC

Multi Axle Airavat Club class Semi Sleeper


TATA vaibhav city Coach Corporation

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Mercedes coach of the bus

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Rajahasa bus of the corporation

Volvo low floor intercitty bus

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A Volvo Airavat coach of the corporation
1 RESERVATION OF SEATS FOR LADY PASSENGERS :
Two seats have been reserved in Semi Deluxe and higher classes of services for lady
passengers traveling single. In Mofussil buses, nine seats and fourteen seats in City suburban
services are reserved for lady passengers.
2 RESERVATION OF SEATS FOR PHYSICALLY HANDICAPPED
PERSONS:
Two seats have been reserved in Mofussil and City suburban services.
3 DISCOUNT ON RETURN JOURNEY TICKETS:
A discount of 10% Is offered on return journey tickets, if both onward and return journey
tickets are booked simultaneously.

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4 DISCOUNT ON GROUP BOOKINGS:
A discount of 5% on the fare applicable is given, if four or more passengers book a single
ticket.
5 CONCESSIONAL PASSES:
KSRTC is extending concessional travel facility to students, physically handicapped
persons, blind, freedom fighters, Journalists as per the directions of the Government
6 SPECIAL SERVICES:
Additional services to pilgrimage tourist places are operated during Dasara festival, summer
vacation; other fairs festivals, weekends and holidays.
7 CHARTERED CONTRACT SERVICES:
KSRTC is also providing buses on chartered contract basics to Industries, institutions,
schools, colleges etc to meet the daily travel needs of the employees students of these
organizations.
8 FREEDOM TICKETS:
Are available to the passengers for traveling seven days within the state or outside the state
irrespective of the distance of travel by using the class of service be prefers, Most suited to
Marketing executives, businessmen and tourists.
9 MONTHLY SEASON TICKETS:
These are available to the passengers traveling between two selected destinations on a daily
basis, Most suited to office industry employees, teachers, businessmen etc.

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10 PASS ISSUE COUNTERS:
These are working at all bus stands for the convenience of the traveling public in obtaining
student passers, Monthly Season Tickets and Freedom Tickets,

11 PASSENGER AMENITIES AT BUS STANDS:
Refreshment rooms, drinking water facility, sitting arrangements, display of time tables,
enquiry, counters, pass issue counters, advance booking counters, luggage booking counters,
separate toilets urinals for gents ladies, cycle scooter car parking stands, CCTV , book stall,
fruit stall: STD local telephone booths etc are provided at bus stands .

2.e AREA OF OPERATIONS
Area of operation of KSRTC is REGIONAL.
KSRTC is a bus transport service for facilitating people and goods to migrate from
one place to that of the other with minimum ease of reach and fare with proper comforts.
It has been gained immense attention from the public as it”s a government body
which makes them feel secured to travel around and the services being offered by them is
proved to be satisfactory.
It facilitates people to travel within the city , outside the city and now outside the state
as well. Their service to the public is being expanding with the view to make the people
travel to their desired location with minimum of ease.

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2.f OWNERSHIP PATTERN
Strictly speaking KSRTC is a semi-govt., body.
The amended RTC Act 1982 provides for the management of the corporation by the
Board of Directors. The Board Of Karnataka State Road Transport Corporation as on 31
St

March 2006 consisted of 10 Directors.
Out of 10 Director nine are official and is non –official Director. The chairman is a
non official Director. All the official and non official Directors are appointed by the State
Government.

2.g INFRASTRUCTURAL FACILITIES.
In order for a corporation to succeed its infrastructure plays a major role whether
being its administrative blocks, production units, restroom facilities, etc.
The strength in the transport system comes from the depots, its operations
&improvement in the vehicle conditions. The obligation to provide transport facilities rests
with depots.
KSRTC has 75 depots under its network of operations spread over 15 divisions (12
operating div., and one bus station div., ) 145 bus stands and 5800 buses, 2 regional
workshops, 3 training institute, I press and 2 bus body building workshops comprising of
36269 employees.
A part from the above mentioned details it has come up with other infrastructure facilities
such as:
 12 new depots have been constructed in the various parts of the state.
 25 new bus stations constructed and 43 bus stations upgraded.

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 Well equipped central training institute has been set up at Hassan at al cost of 4.60 cores.
A community has for the benefit of employees at a cost of 4.00 cores.
 A modernized driver training center.
 Few other constructions of depots at various parts of the state is in progress.
2.h COMPETITORS INFORMATION
The main competitors coming in the way of KSRTC are the buses playing from neighboring
states viz..,
 Kerala State Road Transport Corporation.
 Andhra Pradesh State Road Transport Corporation.
 Tamilnadu State Road Corporation.
 Indian Railways there are many private competitors as well who are on the
race of providing better comforts and services.

2.i ACHIEVEMENTS AND AWARDS
The KSRTC has been focusing on innovation of not only a world class fleet, but also
international standards of infrastructure, processes, operations and initiatives, Its introduction
of passenger- friendly initiatives has enabled it to completely be in tune with commuter need.
As the result of the above services being provided by KSRTC, it has gained a way for lot of
awards. Few of the awards that are being won by KSRTC from the year 2006 is as follows.
SL.NO DATE DESCRIPATION
1 2006 EMPI-Indian express Indian innovation award, for
successful implementation of automated electronic test
driving system.
2 2008 Award for excellence, for implementing “electronic
ticketing machine in Mysore City Busses “at the

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conferences & exhibition on urban mobility India 2008.
3 2009 Award for excellence, for excellence in urban transport
projects under JnNURM initiatives.

4 2010 National e-governance award, for “exemplary
implementation of e-governance initiatives” for its
AWATAR project.
5 2010 CHIEF MINISTERS RATNA AWARD. For best
performance in public sector enterprise.
6 2010 INDIAN PRIDE GOLD AWARD, for infrastructure
development and transportation in public sector units.
7 2010 GOLDEN PEACCK AWARD, for its innovative
products service i.e., for implementing AWATAR. It
was the first STU to implement it in the whole of
INDIA
8 2011 GOLDEN PEACOCK ECO -INNOVATION AWARD,
fro the successful implementation of the unique project
of ethanol blending of diesel

9 2012 APOLLPO-CV AWARD for the best public sector fleet
operator of the year i.e., for its overall excellence in
public transport during the year 2011
10 2013 DECCAN CHRONICLE GREEN AWARD for its
great initiatives been taken to protect the environment
through various environment friendly programs.
11 2014 EARTH CARE AWARD FOR EXCELLENCE in

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climate mitigation and adaption through ethanol blend
diesel in 21 depots covering 2100 buses
12 2015 THE WORLD IS OPEN AWARD, institute by
SKOCH consultancy services for successful
implementation (100%) of electronic machines in all its
buses.

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LITERATURE REVIEW
LAURA EBOLI: (2010)
The quality of a public transport system is covered by many factors, such as
considerations relative to comfort and safety within the vehicle, the time taken to cover the
routes and the convenience and existence of any supporting infrastructure
 The desired quality is different from the perceived quality because it does not
represent the daily experiences of the users, but rather what they desire, hope for or
expect from their public transport system.
 This paper offers a new points of view by introducing a new idea of quality the
quality the user and potential user desires.
 Desired quality is shown to vary with user category.
 In order to improve service quality and attract more passengers to public authorities
and operating companies with useful information to plan personalized marketing
policies specifically directed at different categories of users and potential users of
public transport.
LAURA EBOLI:
The measuring transit service quality is proposed. The methodology is based on the
use of both passenger perceptions and transit agency performance measures involving the
main aspects characterizing a transit service,
The combination of these two types of service quality measurement fulfils the need to
provide a reliable as possible measurement tool of the transit performance. Considering
passenger perceptions is fundamental because the customer’s point of view is very relevant
for evaluating the performance of a transit service.
At the same time, the use of a more objective measurement provided by the transit
agency can be a useful solution for obtaining a more comprehensive service quality
measurement.

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BHIMARAYA:
Transportation organizations, particularly public transport corporations, followed the
lead of manufacturing or other service industries in adopting Total quality Management
(TQM) In recent years, quality has become an important competitive strategy in the global
market. In near future, due to World Trade Organization agreements, globalization, and
competitiveness, transport organizations have no choice other than adopting TQM for their
survival.
JAO-HONG CHENG, CHEIN YUAN LAI: (2012):
To enhance transport efficiency and service quality, a lot of countries are actively
promoting Intelligent Transportation System (ITS) on public transportation today, The
transport efficiency and service quality that people concern mostly are less waiting time and
the reliability of the system. Dynamic bus information system is one kind of more efficiency
transportation service of intelligent transportation system. Therefore the valuation of
dynamic bus information system on public transportation becomes an important issue.
BY LAURA EBOLI, GABRIELLA MAZZULLA: (2013):
In this article a tool for measuring customer satisfaction in public transport is
proposed. Specifically, a structural equation model is formulation to explore the impact of
the relationship between global customer satisfaction and service quality attributes. The
public transport service analyzed is the bus service habitually used by University of Calabria
students to reach the campus from the urban area of Cosenza (southern Italy). To calibrate
the model, Some data collected in a survey addressed to a sample of students were used. The
proposed model can be useful both to transport agencies and planners to analyze the
correlation between service quality attributes and identify the more convenient attributes for
improving the supplied service.

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LAURA EBOLI:
The measuring transit service quality is proposed. The methodology is based on the
use of both passenger perceptions and transit agency performance measures involving the
main aspects characterizing a transit service. The combination of these two types of service
quality measurement fulfils the need to provide a realizable as possible measurement tool of
the transit performance. Considering passenger perceptions is fundamental because the
customer’s point of view is very relevant for evaluating the performance of a transit service,
At the same time, the use of a more objective measurement provided by the transit agency
can be a useful solution for obtaining a more comprehensive service quality measurement.



Customer Customer
Gap



Company Gap 4
Gap 3
Gap 1
Gap 2


Expended service
Perceived service
External
communications
to customers
Expended service
Perceived service
External
communications
to customers
Company
perceptions of
consumer
expectations
Customer –driven
service designs
and standards
Service Delivery

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Ap1 : Market research gap
Gap 1 Customer gap
 Management may not understand how customers formulate their expectations from
past experience, advertising, communication with friends.
 Improve market research
 Foster better communication between employees and its frontline employees.
 Reduce the number of levels of management that distance the customer.
Gap 2: Design gap
 Management unable to formulate target level of service to meet customer
expectations and translate them to specifications.
 Setting goals and standardizing service delivery tasks can close the gap
Gap 3: Conformance gap
 Actual delivery of service cannot meet the specifications set by management
 Lack of teamwork
 Poor employee selection
 Inadequate training
 Inappropriate job design
Gap 4: Communication gap
 Discrepancy between service delivery and external communication
 Exaggerated promises in advertising
 Lack of information provided to contact personnel to give customers

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Probha Ramseook-Munhurrun, University of Technology, Mauritius
Soolakshna D. Lukea-Bhiwajee, University of Technology, Mauritius
Perunjodi Naidoo, University Of Technology, Mauritius
Attitude towards the service and generally accepted as an antecedent of overall
customer satisfaction (Zeithaml and Bitner, 1996). Parasuraman et all. 1988 have defined
service quality as the ability of the organization to meet or exceed customer expectations. It
is the difference between customer expectations of service and perceived service (Zeithaml et
al., 1990). Perceived service quality results from comparisons by customers of expectations
with their perceptions of service delivered by the suppliers (Zeithamlet al., 1990) . If hende
customer dissatisfaction occurs (Parasuraman et al., 1985; Leewis and Mitchell, 1990).
Services unlike tangible products are produced and consumed at the same time in the
presence of the customer and the service producer. The presence of the human element
during the service delivery process greatly increases the probability of error on the part of
employees and customers. This error is due to intangible behavioral processes that cannot be
easily monitored or controlled (Bowen, 1986), However, although a substantial amount of
service quality research has focused on service customers perceived service quality
(Parasuraman et al., 1988; Carman, 1990; Parasuraman et al., 1991; Babakus and Boller
1992; Cronin and Taylor, 1992; Babakus and Mangold, 1992), relatively little attention has
been paid to exploring the factors that impact on service employees behavior with regard to
delivering service quality. More than two decades ago, Surprenant and Solomon (1987)
stated that service encounters are human interactions. They suggested that customers and
service providers have roles to play during and possibly after service encounters and that
these roles are based on ‘’interpersonal interactions’’ They suggested that customers and
service provider and the service receiver. Similarly, Czepiel (1990) concluded that research
on service quality must always include the perspectives of both the provider and the receiver,
However, most research on the service quality construct has been restricted to one
perspective: that of the service receiver (Parasuraman et al., 1988; Guerrier and Deery,
1998). A few have applied dual perspectives and considered interactive features of service

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quality in service encounters (Tam and Wong, 2991; Chow-Chua and Kmaran, 2002 ;
Dedeke, 2003; Swenson, 2004, 2006).

Because service delivery occurs during the interactions between contact employees
and customers, attitudes and behaviors of the contact employees can influence customers
psof service quality (Schneider and Bowen, 1985), Moreover, Beatson et al., (2008) fund that
perceived employee satisfaction, perceived employee loyalty, and perceived employee
commitment had a sizable impact on perceived product quality and on perceived service
quality. According to Zeithamal and Bitner (1996) , contact employees represent the
organization and can directly influence customer satisfaction, they perform the role of
marketers, Whether acknowledged or not, service employees perform marketing

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INTERNATIONAL JOURNAL OF MANAGEMENT AND MARKETING
RESEARCH *VOLUME3 * NUMBER1 * 2013
Functions. They can perform these functions well, to the organization’s advantage, or
poorly, to the organization’s detriment. According to Bettencourt and Ginner (1996) FLE has
the opportunity to tailor in real-time not only the services the firm offers, but also the way in
which those services are delivered. Customer actions, reactions and other characteristics can
have a profound influence on the actions and mannerisms of front-line service personnel
(Solomon et al., 1985; Matzler et al., 2004 ) Customer largely establish their impressions of
the organization’s level of service provision based on their encounter with FLE. Therefore
employees involved in the delivery of front- line services can provide valuable information
for improving service. FLE are knowledgeable about the strengths and weaknesses of the
service through their contact with customers and this is an important form of feedback that
can be used y organizations in decision- making to better serve customers. Research has
established a positive correlation between the attitudes of employees and those of customers,
including employee and customer perceptions of service quality (Schneider and Bowen,
1985).
The two main research instruments that have been developed over the years to
analyze the concepts of quality and consumer satisfaction in the service industry are
Importance Performance Analysis (IPA) and SERVQUAL. IPA is a procedure that shows
the relative importance of various attributes, and the performance of the firm, product or
destination under study in providing these attributes. Its use has important marketing and
management implications for decisions makers, and one of the major benefits of using IPA is
the identification of areas for service quality improvements. Results are displayed graphically
on a two dimensional grid, and gy a simple isual analysis of this matrix, policy makers can
identify areas where the resources and programs need to be concentrated. Introduced over 20
years ago (Martilla and James 1977), the use of IPA is well documented in the literature.

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Originally applied to the service department of an automobile dealer, the employment of this
marketing technique has spread into various fields, It has been applied to the health care
market (Cunningham and Gaeth 1989), dental practices. ( Nitse and Bush 1993). Banking
services (Ennew. Reed, and Binks 1993). The hotel industry (Bush and ortinau 1986 ) and
(Martin 1995), adult education ( Alberty and Mihalik 1989), tourism policy (Evans and Chon
1990). And tourist destination (Hudson and Shephard 1998).
Others have sought to modify or develop the technique. Easingwood and Amott
(1991) used a similar idea to present their survey – based study of generic priorities in
services transport worth USD 0.345 million (Kamal, after and Shahid, 2005) and
approximate 350-400 local restaurants in Karachi. According to Kamal. After and Shahid
(2005) that 150 caterers are running their businesses with 150,000 employees. Every year the
demand for the Catering Business will be going on increasing (Doyle, 2009). Catering is one
of the highest rising sectors ( Jones, 2009) with restaurants. Catering business may be a very
profitable field tp get into (Skoglund,2008), catering business has the potential of over USD
460.24
Million per annum (Qureshi, 2004) Cateres say the estimated daily turnover of the catering
business in the city is in the range of USD 75thousand to USD 80 thousand ( Khan, 2004) in
excess demand season, but according to CEO of Hanif Rajput Cateres, Javed Rajput “
catering business is still an unorganized sector, professionalism has really not permeated” (
Kamal, After and shahid, 2005). By the 1990’s the competition in the catering business
became intense ( Kamal, After and Shahid, 2005). By the 1990’s the competition in the
catering business became intense ( Kamal, Ather and Shahid, 2005) along with restaurants.
According to Farrukh (1999) ‘ dining out’ is growing in popularity. More than 11
million people dine out regularly. In the past, most local hotels and restaurants served
traditional foods. Recently, However, ethic and fast foods, including western-style Chinese
style fast food, have become popular and an increasing number of fast food chains have been
successfully established in the major urban areas. The sector is dominated by numerous and
midsized Family restaurants in which 62% hotels and 17% are ethnics. Some reasons that
now people like to visit restaurant or take caterer services such as:

30. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 30


 Rapid urbanization.
 Increased female participation in the work force.
 Increased exposure to different foods via the popular ,media, from workers and
students returning from overseas.
 Promotional activities of the local industry.
 Increased popularity of western and Americana cultures, including American foods
and preference over Chinese foods.
 Trend in society. However, the focus of this research is services quality which
definitely has remote correlation with the above stated challenges. Service quality is
an abstract and elusive construct because of three features unique to services.
Intangibility, heterogeneity, and Inseparability of production and consumption (
parasuraman, Zeithamal, and Berry 1985). Zeithamal (1987) defines perceived quality
as “ the consuer’s judgment about an entity’s
Overall excellence or superiority”. Stevens and et all (1995) describe it as, “perceived
service quality is a function of the interaction among three independent variables: normative
expectations, predictive expectations, and actual service quality. The lower the expectations
the consumers have about what should happen, the better their perceptions of the actual
service.
And the higher their expectations about what will happen, the better their perceptions
of the actual service”. Whereas, Oliver (1981) gives the definition of satisfaction as”, it is the
summary psychological state resulting when the emotion surrounding disconfirmed
expectations is coupled with the consumer’s prior feelings about the consumption
experience” The study of service quality brought much into the attention of researchers about
two decades ago, when Valarie, Zeithaml, et al (1988) introduced servqual, It is an
empirically derived method that could be used by any service organization to improve
service quality ( Cronin & Stephen, 1992) . It is a multi-item scale developed to assess
customer perceptions of service quality in service and retail organizations, The scale
addresses the notion of service quality in response to the different features of above said

31. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 31

dimensions. Zeithaml. Parasuraman and Berry’s (1988) research in service marketing shows
that a significant gap may exist between customers expectations and the assessment by
managers of those expectations. According to Brown and Bond (1995) , “The gap model is
one of the best received and most heuristically valuable contributions to the service
literature”. Asubonteng et al. (1996) conclude that, “until a better but equally simple model
emerges, Servqual will predominate as a service quality measure”, While applying the
servqual dimensions; for customer satisfaction in restaurant industry Dube et al (1994) state
that “Ultimately, a manager would take this information to analyze the areas that, if
improved, would have the largest impact on satisfaction, taking into account costs and risks”,
Referring to the potential for improvement in Restaurant industry, they further state that, “As
part of the consideration of costs and benefits of any service improvement, a manager must
determine the potential presented by each service attribute in terms of satisfaction or repeat-
purchase improvement” Shahin (2006) writes “managers in the service sector are under
increasing pressure to demonstrate that their services are customer-focused and that
continuous performance improvement is being delivered. Given the financial and resource
constraints under which service organizations must mange it is essential that customer
expectations are properly understood and measured and that, from the customers perspective
any gaps in service quality are identified. This information then assists a manager in
identifying cost effective ways of closing service quality gaps and of prioritizing which gaps
to focus on- a critical decision given scarce resources.” Service quality is considered as an
important factor when it comes to deciding where to eat (Waters, 1998). The service is
supposed to elicit an emotional reaction, without which entirely understand the customers
satisfaction process (Ladhari , Morales et al, 2005) However, the customer opinion of service
quality is change overtime (palmer and O Neill, 1999 ). About their dining out experiences
concerning the consumers, Stevens and et al (1995) state that, “Consumer is impatient and
sophisticated, If your restaurant isn’t providing satisfaction- service and value- the consumer
will leave it for another…. Today the restaurateur who provides great service and value has a
competitive advantage over those operators who do not”. They have developed a tool named
Dineserv, designed to assess continual assessment of customers perceptions of restaurants
quality. It is a 29 item questionnaire to judge, restaurant consumers opinions, in order to

32. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 32

improve the standards accordingly by the restaurateurs. Referring to a 1986 Gallup report
results, Stevens and et al (1995) state that of consumers going to a restaurant for the first
time, 44 percent went because of a recommendation and another 10 percent went with
someone who had been there before. They surveyed three types of diners, fine diners, casual
diners, and quick service consumers and found that the higher the perception of service
quality, the greater the intention to return and to recommend, Furthermore; about the impact
of word –of-mouth advertising; referring to Plymire’s 1991 article, they will typically tell
eight to ten others about their negative experiences”. However, they suggest three ways to
improve customers perceptions about service: improve the service, lower the expectations of
what should happen, and raise the expectations about what will happen. Kim, Nee Ng, et al
(2008), have tried to investigate the relative importance of institutional Dineserv factors that
affect customer satisfaction and also to examine the ultimate satisfaction influence on return
intention and word-of-mouth endorsement, Moreover Sulek & Hensley (2004) provide
evidence that fairness in services increase the delightness in customer behavior and interpret
it as a compliment. As Lovelock (1998) explains that the services are heterogeneous in
nature, so no two encounters will bring the same emotions and ultimately differing in the
level of satisfaction.
Therefore, Michael Edwardson (1998), argues that, “customer satisfaction
measurement and research as commonly applied, needs to now move to the next stage and
consider the specific and unique consumer emotions and emotional knowledge structures that
comprise the variety and richness of the consumer experience”. Allan Yen-Lun Su (2002) has
tried to validate five dimensions of service quality contained in the Dineserv instrument in a
chain operated steakhouse and explored the differences in perceived service quality for
customers at different serving periods and for groups of different customer loyalty. He thinks
that the results of his study will help restaurant management establish a total quality
management (TQM) program to improve overall service quality to restaurateurs.
The interest in studying satisfaction and service quality as the antecedents of customer
behavioral intentions in this paper has been stimulated, firstly, by the recognition that
customer satisfaction does not, on its own, produce customer lifetime value (Appiah-

33. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 33

Adu, 1999) Secondly, satisfaction and quality are closely linked to market share and
customer retention (Fornell, 1992; Rust and Zahorik, 1993; Patterson and Spreng,
1997 ) There are overwhelming arguments that it is more expensive to win new
customers than to keep existing ones (Ennew and Binks, 1996; Hormozi and Giles,
2004). This is in line with Athanassopoulos, Gounaris and Stathakopoulor’s (2001)
arguments that customer replacement costs, like advertising, promotion and sales
expenses, are high and it takes time for new customers to become profitable. And
lastly, the increase of retention rate implied greater positive word of mouth (Appiah-
Adu, 1999), decrease price sensitivity and future transaction costs (Reichheld and
Sasser, 1990) and, finally, leading to better business performance (Fornell, 1992;
Ennew and Banks, 1996; Bolton, 1998; Ryals, 2003).
From the literature that has been reviewed so far, customer satisfaction seems
to be the subject of considerable interest by both marketing practitioners and
academics since 1970s (Churchill and Surprenant, 1982; Jones and Suh, 2000) .
Companies and researchers first tried to measure customer satisfaction in the early
1970s , On the theory that increasing it would help them prosper (Coyles and Gokey,
2002), Throughout the 1980s, researchers relied on customer satisfaction and quality
ratings obtained from surveys for performance monitoring, compensation as well as
resource allocation (Bolton, 1998) and began to examine further the determinats of
customer satisfaction (Swan and Trawick, 1981; Churchill and surprenant, 1982;
Bearden and Teel, 1983). In the 1990s, however, organizations and researchers have
become increasingly concerned about the financial implications of their customer
satisfaction (Rust and Zahorik, 1993; Bolton, 1998).
While satisfaction has been examined by many researchers in different industries
(Fornell, 1992;Anderson and Sullivan, 1993; Bolton 1998; Caruan, 2002; Ranaweera
and Prabhu, 2003), service quality is also likely toinfluence consumer behavioral
intentions (Bitner, 1990; Cronin and Taylor, 1992, 1994; Choi et al., 2004), Cronin,
Brady and Hult (2000) stated that examining only one variable at a time may

34. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 34

confound the understanding of consumer decision-making and this may lead to
inappropriate marketing strategies.
This view is supported by Caruana (2002) and it is crucial to study the effect of other
constructs such as quality on behavioral intentions in addition to customer
satisfaction. Hence, this study incorporated service quality into the model in
examining customer’s repatronage intentions in the restaurant context.

35. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 35

DATA ANALYSIS AND INTERPRETATION OF DEMOGRAPHIC
PROFILE
AGE
TABLE NO: 1
AGE (Years) Respondent Percentage
16-25 16 32%
26-35 15 30%
36-45 7 14%
46 & ABOVE 12 24%
Total 50 100%



INTERPERTATION:
The above table shown that 32% of the respondent belong to the age group of 16-25
years, 30% belong to the age group of 26-35 years 14 belongs to the age group of 36-45
years, 24% belongs to the age group of 46 and above.
16
15
7
12
50
0
10
20
30
40
50
60
16-25 26-35 36-4546 & ABOVETotal
Respondent
Percentage

36. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 36

GENDER
TABLE NO: 2
Gender Respondent Percentage
Male 31 62%
Female 19 38%
Total 50 100%





INTERPRETATION
The survey clearly shows that 62% of the respondents are male and remaining 38% of
them are female.


31
19
50
Respondent
Male
Female
Total

37. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 37

OCCUPATION
TABLE NO 3:
Occupation Respondent Percentage
Businessman 5 10%
Agriculture 7 14%
Govt. Service 13 26%
Student 17 34%
Others 8 16%
Total 50 100%




INTERPRETATION
The above table shows that 30% of the respondents belong to business, 14% belong
to agriculturist, 26% of the respondents belong to Govt. employees, 34% belongs to students
and 16% belongs to others
5
7
13
17
8
50
0
10
20
30
40
50
60
1 2 3 4 5 6 7
Occupation
Respondent
Percentage

38. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 38

KSRTC has modern equipment

Responses Disagree
Strongly
disagree
Neither disagree
not agree Strongly agree Agree Total
No
respondents 4 2 9 13 22 50
percentage 8% 4% 18% 26% 44% 100%



INTERPEATION:
From the above data we can analyze that 44% of the respondents agree that KSRTC
has modern equipment because KSRTC has provided specialized product and services
recently and have updated services as well 26% of the respondents strongly agree, 18% of the
respondents strongly disagree because they prefer more specialized modern equipment is
KSRTC services 8% of the respondents disagree and 4% of the respondents do not express
this opinion
4
2
9
13
22
0
5
10
15
20
25
Disagree Strongly
disagree
Neither
disagree not
agree
Strongly
agree
Agree
Series1
Series2

39. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 39

KSRTC's physical features can be visually appearing
Responses Disagree Strongly disagree
Neither disagree
not agree Strongly agree Agree Total
No respondents 10 6 6 12 16 50
Percentage 20 12 12 24 32 100





INTERPRETATION;
From the above data I have analyze that 32% of the total respondents agree and 24%
of the total respondents strongly agree that the physical features can be visualized and its
very convenient for them, where as 20% of the respondents disagree they are of the opinion
that the physical features have been destroyed before using and its not been replaced, 12% of
the respondents find that there are no physical features present is many of the rural bus
stations, 12% of the respondents have preferred not to other to either to agree nor disagree.
20
12 12
24
32
0
5
10
15
20
25
30
35
Disagree Strongly
disagree
Neither
disagree not
agree
Strongly agree Agree
Chart Title
Series1Series2

40. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 40

Materials associated with the service (such as booking counters, telephone
booths, refreshment rooms etc) are visually appearing at the bus stand.

Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No respondents 5 3 2 25 10 50
Percentage 10 6 4 50 20 100%



INTERPRETATION:
From the above data we can analyze that 50% of the respondents strongly agree that
materials associated with service are visually appeared as the bus stand as been totally
constructed keeping the passengers in mind, 20% of the respondents are also for the same
opinion, Where as 10% of the respondents disagree as they are passengers from different
cities and towns, 8% of the respondents neither agree nor disagree as they have not travelled,
tots 4% of the respondents strongly disagree as they are from rural area.
0
5
3
2
25
10
50
Responses
Disagree
Strongly disagree
Neither disagree nor
agree
Strongly agree
Agree

41. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 41

A full range of updated physical facilities and equipment are provided at
the bus stand

Responses Disagree Strongly disagree
Neither disagree
nor agree Strongly agree Agree Total
No respondents 9 5 8 12 10 50
Percentage 18 10 16 24 20 100%



INTERPRETATION:
Of the total respondents 24% of the respondents strongly agree that the physical
features and equipment provided at the bus stand are good 20% of the respondents agree
from the same reason, where as 18% of the respondents disagree the physical facilities are
not update and are not maintained by the government, 16% of the respondents are of the
same opinion, 10% of the respondent neither agree nor disagree select the physical facilities
as they are not aware of the update facilities.
0
5
10
15
20
25
DisagreeStrongly
disagree
Neither
disaree
nor agree
Strongly
agree
Agree
18
10
16
24
20
Series1
Series2

42. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 42

KSRTC provides its service at to time it promises to do so

Responses Disagree Strongly disagree Neither disagree nor agree Strongly agree Agree Total
No respondents 15 8 9 7 13 50
percentage 30 16 18 14 26 100%




INTERPRETATION:
From the above data 30% of the respondents disagree that the KSRTC service are not
been provided on time as the employees at KSRTC are very irresponsible and reckless
drivers, 26% are the respondents agree because they are all rural dwellers and there are
hardly any bus facility in those areas 18% of the total respondents strongly disagree because
they are very unhappy with bus services into small towns and village 16% of the respondents
neither agree nor disagree as they are very unaffected by the services provided of the
respondents strongly a
0
2
4
6
8
10
12
14
16
DisagreeStrongly
disagree
Neither
disagree
nor agree
Strongly
agree
Agree
15
8
9
7
13
Series1

43. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 43

When you have a problem, KSRTC shows its sincere interest in solving it

Responses Disagree Strongly disagree
Neither disagree
nor agree Strongly agree Agree Total
No Respondents 8 7 5 12 18 50
Percentage 16 14 10 24 36 100%




INTERPRETATION:
From the above data 36% of the respondents agree that KSRTC taken sincere interest
in solving the problem as these many respondents have positive experience in the bus
services, 24% of the respondents are of the same opinion whereas, 16% of the respondents
disagree that sincere interest has been taken be solve problems as the passengers are involved
different problems and no KSRTC officials please taken interest in showing them, 14% of
the respondents neither agree nor disagree 10% of the respondents strongly disagree.
8
7
5
12
18
0
2
4
6
8
10
12
14
16
18
20
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

44. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 44

KSRTC PERFORMS THE SERVICE RIGHT THE FIRST TIME

Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No
respondents 7 5 8 17 13 50
Percentage 14 10 16 34 26 100%




INTERPRETATION:
From the above data are can analyze that 34% of the respondents strongly agree that
the KSRTC perform Right from the first time it self.26% of the respondents also agreed with
the some opinion, 16% and 14% of the respondents strongly disagree and disagree that the
services by the KSRTC is not done right from the first time because of the irresponsible
behavior of the services provider, 10% of the respondents are not of any opinion.
7
5
8
17
13
0
2
4
6
8
10
12
14
16
18
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

45. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 45

Employees in the offices communicate prompt services and guidelines.
Responses Disagree
Strongly
disagree
Neither disagree
nor agree Strongly agree Agree Total
No
respondents 6 6 4 14 20 50
Percentage 12% 12% 8% 28% 40% 100%




INTERPRETATION:
From the above data 40% of the respondents agree that the employee provide prompt
communication service and guidelines, 28% of the respondents agree on the same, 12% of
the respondents disagree that the employees did not respond as they are very irresponsive
toward their duties and, 12% of the respondents neither agree nor disagree on any of the
responds and 8% of them strongly disagree an the employees providing them right
information and responding to the passengers.

6 6
4
14
20
0
5
10
15
20
25
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

46. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 46

Staffs in the office/ bus stand giving the service as expected you
Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No respondents 9 7 13 9 12 50
Percentage 18% 14% 26% 18% 24% 100%





INTERPRETATION :
From the above data we can analyze that 26% of the total respondents strongly
disagree that staffs in the bus stand provide good services because the staffs are not well
trained and are not aware of the services and are not helpful by nature, But 24% of the
respondents agree that the services are expected, There is on equal percentage of 18% for
both disagree and strongly agree opinion of the respondents and 14% of the respondents
neither agree nor disagree of the above matter.
9
7
13
9
12
02468101214
Disagree
Strongly disagree
Neither disagree nor agree
Strongly agree
Agree
Series1

47. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 47

Employees in the office/ bus stand are never too busy to respond to your
request.
Responses Disagree
Strongly
disagree
Neither disagree
nor agree Strongly agree Agree Total
No
respondents 17 9 6 12 6 50
Percentage 34 18 12 24 12 100%




INTERPRETATION:
From the above data it is very clear that 34% of the total respondents disagree that the
communication of the staff and knowledge to communicate is good they have a bad
communication that is opinion of the passengers 24% agree that the knowledge to
communicate is good, 12% for both agree and strongly disagree is the opinion of the
respondents towards the knowledge of communication of the staffs at KSRTC bus stand
where as 18% of neither agree nor disagree of the above matter.
17
9
6
12
6
0
2
4
6
8
10
12
14
16
18
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

48. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 48

Staff is willing to listen to your individual point of view
Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No respondents 7 5 5 11 22 50
Percentage 14 10 10 22 44 100%



INTERPRETATION:
From the above data we can analyzed that 44% of the total respondents are of the
opinion that the staffs are willing to listen to the point of view of the passengers to make their
service better day by day 22% of the respondents strongly agree to the above statement
whereas, 14% of the total respondents disagree and 10% of the respondents both neither
agree nor disagree as well as strongly disagree on this point because the staffs are very
important and are not empathetic towards passengers.


7
5 5
11
22
0
5
10
15
20
25
Disagree Strongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

49. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 49

Staff is polite and courteous to you
Responses Disagree
Strongly
disagree
Neither disagree
nor agree Strongly agree Agree Total
No respondents 7 5 5 11 22 50
Percentage 14 10 10 22 44 100%




INTERPRETATION:
From the above data we can analyzed that 44% of the total respondents agree that the
staffs are polite and courteous to where as 22% of the respondents agree on the same point
14% of the total respondents disagree as the staff a very rude and trade the passengers very
rudely where as 10% of the respondents neither disagree nor agree and 10% of the
respondents strongly disagree that the staff are courteous and polite because of their negative,
experience with the staff.

7
5 5
11
22
0
5
10
15
20
25
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

50. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 50


Behavior of the employees in the office/bus stand instills the expected
Responses Disagree
Strongly
disagree
neither disagree nor
agree Strongly agree Agree Total
No
respondents 6 5 5 10 24 50
percentage 12 10 10 20 48 100%




INTERPREATATION:
From the above data we can understand that 48% of the total respondents agree that
the behavior of the employees create confidence in the minds of the passengers where as
agree to the same but 12% of the disagree that the behavior of the employees are bad and at
time very rude, and 10% of the respondents neither agree nor disagree of the above point and
even strongly disagree because the employees are misbehaved at times.
0
5
10
15
20
25
DisagreeStrongly
disagree
neither
disagree
nor agree
Strongly
agree
Agree
6
5 5
10
24
Series1

51. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 51


You feel safe travelling with the KSRTC buses
Responses Disagree
Strongly
disagree
Neither disagree
nor agree Strongly agree Agree Total
No respondents 1 1 2 26 20 50
Percentage 2 2 4 52 40 100%




INTERPRETATION:
From the above data we can understand that 52% of the total respondents strongly
agree that travelling in KSRTC buses are safe and the drivers are well trained, 40% of the
total respondents agree with the above statement, only 4% of the respondents strongly
disagree because they have travelled and have met with accident or have faced bad
experience so they have a negative opinion on the service provider, and only 2% of the
respondents disagree and neither agree nor disagree of the following.
1 1
2
26
20
0
5
10
15
20
25
30
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

52. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 52

Your complaints are constructively handled.
Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No
respondents 15 11 7 6 11 50
Percentage 30 22 14 12 22 100%




INTERPRETATON:
From the above data we can understand that 30% of the respondents disagree that the
problems are handled properly as per the perception of the passengers but 22% of the
respondents neither disagree nor agree and even agree that they respond to the problem in a
position attitude where as 14% of the total respondents strongly disagree that the staff
respond to the problems and handle the problems as according to the perception of the
passengers because this irresponsible attitude and 12% of the respondents strongly agree of
the above.
0 5 10 15
Disagree
Strongly disagree
Neither disagree nor agree
Strongly agree
Agree
15
11
7
6
11
Series1

53. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 53


KSRTC understands your specific needs.
Responses Disagree Strongly disagree
Neither
disagree nor
agree Strongly agree Agree Total
No respondents 8 5 7 12 20 50
Percentage 16 10 14 24 40 100%



INTERPRETATION:
From the above data we can analyzed that 40% of the total respondents agree that
they are satisfied with the overall services provided by KSRTC as the buses are on time and
more buses as per the movement of the passenger, 24% of the respondents agree to the above
statement where as 16% of the respondents disagree because they are not happy with the
attitude of the conductors in the buses and the inconsiderate drivers of the bus drivers where
as 14% of the respondents strongly disagree for the same reason maintained above and 10%
of the respondents neither disagree nor agree.
5
12
0
2
4
6
8
10
12
14
0 2 4 6 8 10
Strongly disagree
Strongly agree

54. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 54


An equal is delivered to individual customers as well as group of customers
Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No respondents 16 9 9 7 9 50
Percentage 32 18 18 14 18 100%




INTERPREATATION:
From the above data we can analyzed that 32% of the total respondents disagree
because they have experienced an partial behavior from the conductors and bus drivers 18%
of the respondents neither agree nor disagree and strongly disagree they are of the same
opinion that individuals and groups are treated in different manner and 18% of the
respondents agree as well that all are treated in a similar manner 14% of the respondents of
the total respondents as of the same opinion.
16
9
9
7
9
0 5 10 15 20
Disagree
Strongly disagree
Neither disagree nor agree
Strongly agree
Agree
Series1

55. Customer Expectations & Perception on KSRTC

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Complete and accurate information is provided to you in right time
Responses Disagree
Strongly
disagree
Neither disagree
nor agree Strongly agree Agree Total
No respondents 9 6 7 9 19 50
Percentage 18 12 14 18 38 100%




INTERPREATATION:
From the above data 38% of the respondents are of the opinion that the services
provided by KSRTC as according to the customer perception because the buses movements
are regular and the drivers keep at the time and off late they are maintaining the safety of the
passengers as well, 18% of the respondents accept to the same opinion where as 18% of the
respondents strongly disagree, neither agree nor disagree, 14% of the respondents strongly
disagree that customer perception of the passengers recognize with the perception of the
service provider where as 12% of the total respondents have not given any opinion.
9
6
7
9
19
0
2
4
6
8
10
12
14
16
18
20
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

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A full range of services is delivered to meet your changing needs.
Responses Disagree
Strongly
disagree
Neither disagree nor
agree Strongly agree Agree Total
No respondents 8 5 6 12 19 50
Percentage 16 10 12 24 38 100




INTERPREATATION:
From the above data 38% of the total respondents agree that availability of service of
rural area are according to the expectations of the customers where as 24% of the
respondents strongly agree to the same opinion 16% of the respondents disagree as its not
according to this perseverance not all buses or allotted to all rural areas where as 12% of the
total respondents strongly disagree for the same reason mentioned above.

8
5
6
12
19
0
2
4
6
8
10
12
14
16
18
20
DisagreeStrongly
disagree
Neither
disagree nor
agree
Strongly
agree
Agree
Series1

57. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 57

FINDINGS
Commuters Profile
 62% of the respondents belong to male and 38% respondent belongs to
female.
 31% of the respondents belong to 16-25 years.
 27% of the respondents belong to students.
 60% of the commuters agreed that KSRTC has modem equipment, physical
features and materials associated with the services are visually appealing at
the bus stand.
 60% of the passengers agreed that when they have a problem, KSRTC shows
its sincere interest in solving it.
 67% of the passengers agreed that when they have a prompt services and
guidelines.
 64% of the travelers agreed staffs are polite and courteous with them.
 68% of the commuters agreed that behavior of the employees in the office bus
stand instills confidence in them.
 90% of the travelers felt safe travelling with the KSRTC buses.
 68% of the travelers agreed that employees in the office bus stand have the
knowledge to answer their questions.
 52% of the travelers have an opinion that employees in the office bus stand
are busy to respond to their request.
 50% of the passengers have an opinion that their complaints are not handled
properly.
 50% of the commuters disagree that an equal service is not delivered to
individual customers, as well as group of customers.
 From the above findings it understand that gap 4 and gap 5 has accord because
the services are not matched the promises made by KSRTC and expected
service is not been given by the employees of KSRTC to fill the gaps a few
strategies have to be applied which are mentioned in suggestions.

58. Customer Expectations & Perception on KSRTC

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Suggestions:
 Majority of the travelers have an opinion that KSRTC is having good
tangibles.
 Hassan is mainly a rural background city, people having a less income and
KSRTC is the major transport provider in Hassan So it is the duty of the
transportation organization to provide a more number of buses and it have to
show sincere interest when people having a problem (inconvenient timings,
bus puncture etc) by arranging alternative solution provide buses at exact
timings.
 All passenger are not literate, so it is the duty of the staff to provide a prompt
services, guidelines and equal prominence have to be given to all customers
(individual/group).
 Job specification training and communication training must be provided to the
employees for the better interaction with the passengers. And complaints
given by the travelers must be handled in a feasible matter to satisfy the
customers. S. in case of change in bus timings (route cancellation) passengers
must be informed early, it should be displayed in the bus stand at particular
route number place. And at the time of festival/fairs it should provide a more
number of buses to meet the changing needs.

59. Customer Expectations & Perception on KSRTC

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RECOMMENDATIONS:
 Special buses should be provided for lady passengers.
 Free travelling facility must be provided for the senior citizens (above 80 years) and
physically handicapped people.
 More number of buses should be provided for the convenience of the students.
 Suggestion box should be provided in all bus stands so that commuters can put
forward their suggestions complaints.
 It is observed in most of the buses first aid box is not available so first aid box should
be made compulsory to help the commuters dining injuries.
 It is suggested to maintain the good quality of service to retain and attract many more
commuters.
 Even though the tangibles are acceptable attention should be given towards the
replacement of damaged seats.

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CONCLUSION:
KSRTC is the major transportation mode preferred by the public. So it is the duty of
the Organization to provide quality services to meet the requirements of the passengers.
KSRTC is one of the services given by the Government Of Karnataka where in it is
trying to understand the perception of the customers and improvise is quality day by day.
Service is an act or performance that one party can offer to another that is essentially
intangible and does not result in the ownership of anything. While providing services, if
KSRTC gives its importance to the dimensions of services like tangibles, reliability,
responsiveness, assurance and empathy it can improve its service quality.

61. Customer Expectations & Perception on KSRTC

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BIBLIOGRAPHY
 Www.google.com
 Wikipidia.com
 Www.ask.com
 Www.ksrtc.com
Books and authors
Christopher Lovelock, Jochen Writz, Jayantaa chattered, Service marketing 5
th

edition person education page No 110-115
Valarie A Zeithmal, Ajay Pundit, Service marketing . 4
th
edition Tata Mc Grow-Hill
Publishing page No 443-453.

62. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 62

ANNEXURE
QUESTIONNAIRE
I Sandeep kumar SK 4
th
semester student from HRIHE College, Hassan.
Conducting survey on ‘’A STUDY ON CUSTOMER EX PECTATIONS &
PERCEPTION TOWORDS QUALITY SERVICE PROV IDED BY
KSRTC IN HASSAN.
A kindly requests you to please spare your valuable time to answer this
questionnaire.


Thanking you, Yours Sincerely
(Sandeep kumar SK)


1) NAME:

2) SEX: MALE FEMALE

3) OCCUPTION:
Businessman Govt, Sersvice
Agriculture Student
Others

63. Customer Expectations & Perception on KSRTC

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4) AGE:
16-25 26-35
36-45 46 & above
1) KSRTC has modern equipment.
Disagree Neither disagree nor agree
Strongly disagree Strongly agree
Agree

2) KSRTC’s physical features can be appeared visually
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

3) Materials associated with the service (such as booking counters,
telephone booths, refreshment rooms etc) are appeared visually of the bus
stand,
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

4) A full range of updated physical facilities and equipment are provided at
the bus stand,
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

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5) KSRTC provides its service at the time it promises to do so
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree


6) When you have a problem, KSRTC shows its sincere interest in solving
it.
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

7) KSRTC performs the service right for the first time
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree
8) Employees in the communicate prompt services and guidelines,
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

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HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 65


9) Staffs in the office/bus stand giving the service as expected you
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

10) Employees in the office/bus stand have the knowledge to
communicate with the questions.
Disagree Strongly disagree
Neither disagree or agree Strongly agree
Agree

11) Staffs are willing to listen to your individual point of view
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

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HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 66

12) Staff is polite and courteous to you
Disagree Strongly disagree
Neither disagree not agree Strongly agree
Agree

13) Behavior of the employees in the office/bus stand instills the
expected confidence in you.
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

14) You feel safe travelling with the KSRTC buses
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

67. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 67

15) Your complaints have been constructively handled by the
perception.
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

16) Are you satisfied with the overall service provided by the KSRTC?
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

17) An equal is delivered to individual customers as well as group of
customers
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

68. Customer Expectations & Perception on KSRTC

HR Institution of Higher Education, Hassan(SANDEEP KUMAR SK) Page 68

18) What customer perception towards the service quality of the
service is as according to the perception?
Disagree Strongly disagree
Neither disagree nor agree Strongly agree
Agree

19) Perception of service of the rural area by the expatiation of the
customer.
Disagree Strongly disagree
Neither disagree nor agree Strongly agree