passengers’ perception towards service quality in ... · corporation in kumbakonam measures up to...

Asia Pacific Journal of Research Vol: I Issue XIII, January 2014

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PASSENGERS’ PERCEPTION TOWARDS SERVICE QUALITY IN TAMILNADU STATE

TRANSPORT CORPORATION (KUMBAKONAM) LIMITED, KUMBAKONAM

D. Paul Dhinakaran, Ph.D Research Scholar, Department of Commerce, Annamali University,

Annamali Nagar-608 002, Tamil Nadu, India.

Dr.M.Rajarajan, Assistant Professor and Research Advisor, Commerce Wing, DDE,

Annamali University. Annamali Nagar, Tamil Nadu, India.

ABSTRACT

Roads and highways are considered as veins and arteries of a transported are likened to

blood in circulation, enlivening economic activity of the country. Tamil Nadu has a well established

transportation system that connects all parts of the state. The Government of Tamil Nadu is one of the

first States to take a bold decision of encouraging the public sector co-operation for bolstering the

infrastructure of the State. The road network of the Tamil Nadu has been influencing considerably

passengers perception, service quality, access to social responsibility and above all the quality of life.

Generally, the passengers have various problems in traveling in public sector bus transport service

and this study is focused to measure the various problems and suggest ways to reduce problems and

to provide higher perception, in addition to identifying the level passengers’ perception towards

service quality in Tamilnadu state transport corporation (Kumbakonam) limited, Kumbakonam.

Key words: Passengers Perception, Service Quality, social responsibility

INTRODUCTION

Today the services of firms are being rendered to the society on a competition basis in every

marketing environment and everywhere in the world. The services provided in different economic

conditions also differ. In the Indian economy, service is provided by both the public sector and the

private sector. Basically, the service of the private sector is comparatively better than the public

sector. In such circumstances, the public sector passenger transport corporation services to general

public are higher than those of the private passenger transport in Tamilnadu. To what extent is the

service provided by an organization quantitative is the sole question among the passengers and, at the

same time, is the basic objective of the present study.

The transport is playing an important role in the economic development of the country by creating employment opportunities and performing national economic activities. Transport is the channel of social and economic interaction involving the physical movement of people and goods. The question of service quality has been an essential strategic component for service expectations like passenger transports attempting to succeed and survive in the current competitive environment. The


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SERVQUAL model focuses on the difficulty in ensuring high quality service for all passengers in all situations. SERVQUAL methodology is an analytical approach for evaluating the difference between passengers perception and expectations of service quality.

IMPORTANCE OF THE STUDY

The survival of any service industry depends on how well they serve and satisfy their passenger. A satisfied passenger is always the biggest asset of any service industry. Especially, with the advent of private and global players into this market, the competition has become still more shift. Therefore Tamilnadu state transport corporation also has to improve its services in order to service.

STATEMENT OF THE PROBLEM

Transport sector occupies a place of pivotal importance in Indian economy. The tremendous growth in transport sector has expanded trade, commerce and industries phenomenally. Technological advancement has resulted in newer vehicles with advanced features in the buses. Burgeoning gap between expectation of passengers and existing level of facilities and convenience offered in the buses have a definite bearing on the service quality in bus transport sector. Besides, the numbers of buses are not adequate in proportion to phenomenal growth in population. The non - revision of bus fares in most of the State Governments for a long time and the ever growing establishment cost do not allow the various bus corporations to offer additional facilities either in the existing buses or in the new ones added. Massive corruption in the public transport corporation is one of the reasons for their inability to renew and maintain the existing fleet in a good shape. However, the private sector bus companies are able to maintain their fleet in a good condition due to their ability to reduce establishment cost by offering poor pay without any welfare measures whatsoever for the bus crew. Private bus operators are focusing a great deal on adding more physical features to the buses, like seat comfort, responsive bus crew, interior entertainment like audio - video facilities, speed, cleanliness etc. Though the bus fare in Tamilnadu has been reduced manifold, the service quality of public transport corporation is said to be far from satisfaction, while long distance private operators attract the passengers by investing heavily on various physical features in the buses, thereby registering a handsome profit. Hence profitable operation of buses under the fold of TNSTC assumes significance. If the corporation knows the service gap it can fine tune the services to the satisfaction of passengers.

The present study seeks to explore what the passengers using public transport corporation in Kumbakonam perceive in general, and in specific about the various aspects of the services provided by the corporation in particular. In other words, the entire study explores whether Transport Corporation in Kumbakonam measures up to the expectation of passengers, and if not, what problems hinder the Corporation in Kumbakonam from providing quality service. This is the research problem pursued in the study.

SCOPE OF THE STUDY

This study mainly focuses on the passengers perception towards service quality of TNSTC (K) Ltd. This research is mainly from the primary data and the secondary data availed from the respective corporation and the government policy note under the department of transport. The data are also to be availed from the CIRT, Pune. Passenger’s service quality of the TNSTC (K) questionnaire from the passengers’ point of view is framed for this research.


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OBJECTIVES OF THE STUDY

The study has the following specific objectives:

1. To analyse the factor influencing passengers’ perception of the quality of service provided by the corporation.

2. To assess the level of social responsibility of the sample corporation.

METHODOLOGY

The study involves collection of primary and secondary data. The primary data for the study were collected through personal questionnaire of the passenger respondents during the period between January 2013 to June 2013. The questionnaire was divided into four parts. Part I elucidates the personal data of the respondents. Part II. Transport usage profile, part III. Passengers Perception Scale, IV. Passengers Service Quality

The secondary data were collected from published records such as performance statistics of STUs published by Central Institute of Road Transport (CIRT), Pune, Annual Reports of TNSTC (K) Ltd, Government reports and published books and journals to review the performance of STUs in India, Tamil Nadu and TNSTC (K) Ltd and unpublished Ph.D theses on the subject.

The present research work is a descriptive and analytical study based on empirical observations and comprehensive survey. In order to study the Passengers’ Perception towards Service Quality in Tamilnadu State Transport Corporation Kumbakonam Ltd (K) the researcher has used both primary and secondary data.

SAMPLING DESIGN

Stage: 1

The passengers travelled in the TNSTC (K) are 10, 616, 57 as per the previous year (2012-2013) records. Thus, the researcher is considering the proportionate stratified random sampling. The minimum sample size has been determined on the basis of the formula used.

As per the methodology of the study, the respondents were identified as under optimum sample size method from the population of passengers travelled in Kumbakonam 10, 616, 57 as on March 2013.

Table-1

Passengers’ Travelled in Tamilnadu State Transport Corporation Kumbakonam Ltd

S.No Divisions No. of Passengers’

A

% B

(A/T1x100)

Selection of Sample (T3 x B/100)

1. Kumbakonam 3,40,708 32 123 2. Trichy 4,07,895 38 146 3. Karikudi 1,90,373 18 69 4. Pudukkottai 1,22,681 12 46

Total 10,616,57

T1 100 T2

384 T3

Source: Secondary data


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The formula is for optimum sampling method:

n = 2 x N x P x (1-P) / (ME

2 x (N-1)) + (

2 x P x (1-P)

where :

2 = Chi-Square table at 1 per cent degree of freedom (Value 99 per cent confidential, 95 per

cent confidential) = 3.84

N= Population = 10, 616, 57

P= 0.5

ME2=0.05

2 = 2.5

n=3.84(10, 616, 57*0.5)0.5/ (2.5 * 10, 616, 57) + (3.84*0.5)*0.5

= 1106717552/ 2882076958

= 0.384X100

=384

Stage 2: For the selection of branch managers, the census methods here adopted. 52 managers were

selected for the purpose of the study.

Table-2

Branches in Tamilnadu State Transport Corporation, Kumbakonam Ltd (K)

S.No Divisions No. of Branches Selection of Samples

1. Kumbakonam 20 20

2. Trichy 15 15

3. Karaikudi 11 11

4. Pudukkottai 6 6

Total 52 52

Source: Secondary data

FACTORS ANALYSIS OF PASSENGERS PERCEPTION

Factor analysis is used for data analysis collection: it is applied on several variables to

reduce them into predominant factors. It explains the variables on individual factors and

respective variables loaded in the form of correlation coefficient value.

Communalities

The extraction communalities are useful as these are obtained using the extracted

factors. Extraction communalities for a variable give the total amount of variance in that

variable, explained by the all the factors. If a particular variable has more communality, it

means that the extracted factors are able to explain low variance in that variable may be more

concentrated. If a particular variable has low communality, it means that the extracted factors


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are not able to explain much variance in that variable. Such variable may be dropped from

analysis.

The main purpose of this exploratory factor analysis is to extract predominant factors

of passengers perception towards service quality in TNSTC (K). The application of Principal

Component Factor Analysis is presented below.

Table –3

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .893

Bartlett's Test of Sphericity Approx. Chi-Square 3.280E3

Df 496

Sig. .000

Source: Computed from primary data.

From the Table 1-3 of KNO and Bartlett’s Test it is found that the sampling adequacy

value 0.893 and the Chi-Square value for Bartlett’s Test of Sphericity 3.280 are statistically

significant at 5% level.

This means that the 32 variables relating to passengers perception scale are adequate in

demonstrating its concept and the sampling distribution is also normal to explain the

characteristic features of the different scale.

The following Communality table explains the Variances of decision making scales of

passengers perception.

Table-4

Communalities

Initial Extraction

Frequent on all the routes 1.000 .604

Properly maintained 1.000 .530

Much comfort inside the bus while travelling 1.000 .594

Waiting sheds are available at appropriate arrangements and conditions 1.000 .612

Bus stands are properly maintained 1.000 .655

First-aid boxes are available in the buses 1.000 .630

Protection is provided 1.000 .449

Entertainment is provided 1.000 .721

Bus fare is same for private and Government 1.000 .567

Bus fare is reasonable for every class of passengers 1.000 .563

Bus tickets are easily available in printed form 1.000 .588

Passengers are treated properly 1.000 .541

Departure and arrival time is maintained 1.000 .600

Stopping at unauthorised places is avoided 1.000 .491

Reaching terminus no passengers travelled 1.000 .510

No cancellation of buses/trips 1.000 .541


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Deviation 1.000 .532

Break-down is not frequent 1.000 .594

Break-down services are done immediately 1.000 .675

Collision with private bus crew frequently 1.000 .401

Bus crew follows traffic rules 1.000 .628

Speed of the buses has been increased 1.000 .442

Speed has been maintained 1.000 .541

Safety in travel 1.000 .642

Accidents are not frequent 1.000 .444

Attending to complainants regularly 1.000 .470

crew towards the passengers is maintained 1.000 .578

Tickets and return the balance properly 1.000 .572

Delay due to checking ticketing 1.000 .570

Good relationship is maintained 1.000 .630

Overloading is avoided 1.000 .517

Boarding in a long distance 1.000 .563


Extraction Method: Principal Component Analysis.

From the Table - 4 it is found that the variance of the 32 variables of passengers

perception scales ranges from 0.401 to 0.721. This implies that the passengers perception

varies from 40% to 72%. The upper limit of the variance is statistically significant and the

implication of properly segregated predominant factors is expressed in the table below. It

means that the extracted factors are not able to explain much variance in that variable. Such

variable may be dropped from the analysis.


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Table -5

Total Variance Explained

Component

Initial Eigenvalues Extraction Sums of Squared

Loadings

Rotation Sums of Squared

Loadings

Total % of

Variance

Cumulative

% Total

% of

Variance

Cumulative

% Total

% of

Variance

Cumulative

%

CPQ1 8.033 25.104 25.104 8.033 25.104 25.104 2.297 7.179 7.179

CPQ2 1.701 5.314 30.419 1.701 5.314 30.419 2.267 7.083 14.262

CPQ3 1.415 4.423 34.842 1.415 4.423 34.842 2.134 6.669 20.931

CPQ4 1.277 3.990 38.832 1.277 3.990 38.832 2.029 6.341 27.272

CPQ5 1.231 3.848 42.679 1.231 3.848 42.679 1.978 6.180 33.452

CPQ6 1.171 3.660 46.340 1.171 3.660 46.340 1.977 6.178 39.630

CP Q7 1.108 3.463 49.803 1.108 3.463 49.803 1.975 6.171 45.801

CPQ8 1.046 3.268 53.071 1.046 3.268 53.071 1.732 5.412 51.213

CPQ9 1.013 3.166 56.237 1.013 3.166 56.237 1.608 5.024 56.237

CPQ10 .951 2.971 59.208

CPQ11 .940 2.938 62.146

CPQ12 .910 2.842 64.988

TPRBQ1 .813 2.541 67.530

TPRBQ2 .786 2.457 69.986

TPRBQ3 .773 2.416 72.403

TPRBQ4

TPRBQ5

.738 2.306 74.709

.695 2.173 76.882

TPRBQ6 .682 2.132 79.014

TPRBQ7 .640 1.999 81.013

TPRBQ8 .619 1.935 82.948

SRTQ1 .588 1.839 84.787

SRTQ2 .572 1.786 86.573

SRTQ3 .542 1.694 88.266

SRTQ4 .509 1.591 89.857

SRTQ5 .479 1.498 91.355

SRTQ6 .460 1.436 92.791

CBQ1 .451 1.409 94.200

CBQ2 .417 1.303 95.504

CBQ3 .414 1.293 96.797

CBQ4 .367 1.146 97.943

CBQ5 .355 1.109 99.052

CBQ6 .303 .948 100.000

Extraction Method: Principal Component Analysis.



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From the Table-5 it is found that the 32 variables are reduced into 9 major factors with

Eigen values 2.297, 2.267, 2.134, 2.029, 1.978, 1.977, 1.975, 1.1732 and 1.608 that are

statistically significant. The 9 major factors also possess significant individual values 7.179,

7.083, 6.669, 6.341, 6.180, 6.178, 6.171, 5.412 and 5.024 with total cumulative variance

56.237. This clearly indicates the very existence of 9 major factors with their respective

variable loadings as expressed in the table given below.

Table-6

Factor analysis of passengers perception S.NO Variable 1 2 3 4 5 6 7 8 9

1 CPQ-11 0.682

2 TPRBQ-1 0.438

3 SRTQ-1 0.486

4 CBQ-1 0.528

5 CPQ-10 0.659

6 CPQ-12 0.514

7 TPRBQ-4 0.519

8 CBQ-2 0.583

9 SRTQ-5 0.263

10 SRTQ-6 0.456

11 CBQ-3 0.646

12 CBQ-5 0.578

13 CPQ-2 0.76

14 CPQ-5 0.339

15 CPQ-7 0.406

16 CPQ-9 0.616

17 TPRBQ-3 0.62

18 TPRBQ-5 0.685

19 TPRBQ-8 0.354

20 TPRBQ-2 0.425

21 TPRBQ-6 0.509

22 TPRBQ-7 0.745

23 SRTQ-3 0.418

24 SRTQ-4 0.618

25 CBQ-4 0.675

26 CBQ-6 0.644

27 CPQ-4 0.488

28 CPQ-6 0.741

29 CPQ-8 0.532

30 SRTQ-2 0.361

31 CPQ-1 0.674

32 CPQ3 0.473



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From Table 6 it is clear that there are nine factors to be considered for Passengers

Perception towards service Quality in TNSTC (K) Ltd.)

Factor 1 (F1)

The selection of services quality influenced by the bus tickets are easily available in

printed form though electronic machine (0.682). Departure and arrival time are maintained as

per the schedule (0.438). Bus crew follows traffic are rules (0.486). Behaviour of the crew

toward the passengers is maintained (0.528). These are the items with high loadings on Factor

I. The above items refer to criteria in which passengers perception of the TNSTC (K). Hence

the Factor I is best one “bus tickets are easily available and in printed form though electronic

machine”.

Factor II (F2)

In the second factors, bus fare is reasonable for every class of passengers (0.659). All

the passengers are properly treated and there is no discriminations in terms of poor, rich,

seniority, disability (0.514). No cancellation of buses/trips (0.519). Issue of tickets and

returning the balance properly (0.583). As the above items refer to passengers perception,

factors II is best one “bus fare is reasonable for every class of passengers”.

Factor III (F3)

The third chapter accidents are not frequent to TNSTC (0.263). Attending to

complainants regularly (0.456). Delay due to checking ticketing (0.646). Overloading of

passenger is avoided (0.578) and highest significant positive loadings. As above items relate

to passengers perception by the TNSTC (K). Hence factors III is best one accident are not

frequent to TNSTC.

Factor IV (F4)

In the fourth factor, the buses are properly maintained in terms of cleanliness, lighting

facility, and windows locking facility (0.76). Bus stands are properly maintained in terms of

food, shelter, washroom, toilet, facilities (0.339). Protection is provided in terms of

unfavourable weather conditions, high speed, winds, and heavy rain (0.406). Bus fare is

reasonable for every class of passengers (0.616), have the highest factor loadings. As the

above items are related to passengers perception TNSTC (K). Hence a factor IV is best one is

the buses are properly maintained in terms of cleanliness, lighting facility, and windows

locking facility.

Factor V (F5)

In this fifth factors reaching the terminus even though no passengers travelled (0.62).

Deviation from regular route to other routes is prevented (0.685). Collision with private bus


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crew frequently due to time schedule (0.354) have the highest loadings. As the above

variables relate passengers perception TNSTC (K). Hence factor V is best one reaching the

terminus even though no passengers travelled.

Factor VI (F6)

In the sixth factor stopping at unauthorised place/ Non-stopping at authorised place are

avoided (0.425). Break-down is not frequent to this corporation (0.509). Break-down services

are done immediately (0.745). Consistency of the speed has been maintained (0.418) have

significantly positive loadings. As these items are the passengers perception TNSTC (K).

Hence factor is best one stopping at unauthorised place/ Non-stopping at authorized place are

avoided.

Factor VII (F7)

In the seventh factor, safety in travel by TNSTC is assured (0.618). Good relationship

is maintained between driver and conductor (0.675). Allowing time for boarding in a long

distance (0.644) has the highest loadings. As the above variables relate to passengers

perception TNSTC (K). Hence factors VII is best one safety in travel by TNSTC is assured.

Factor VIII (F8)

In the eighth factor, waiting sheds are available at appropriate stands with proper

seating arrangements and conditions (0.488). First-aid boxes are available in the buses with

sufficient medicine (0.741). Entertainment is provided in terms of FM radio, TV. (0.532).

Speed of the buses has been increased (0.361) have significantly positive loadings. As these

items are passengers perception TNSTC (K). Hence factor VIII is best one waiting sheds are

available at appropriate stands with proper seating arrangements and conditions.

Factor IX (F9)

In the ninth factor, availability of the buses frequent on all the routes (0.674). You feel

very much comfort inside the buses while travelling (0.473) have the highest loadings. As the

above variables relate to passengers perception of TNSTC (K). Hence factor IX is best on

availability of the buses frequenting on all the routes.


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Table -7

ANOVA of Corporation and Social Responsibly of TNSTC (K)

Cluster Error

F Sig.

Factors Mean

Square Df

Mean

Square df

Concession to students 1.704 1 .201 50 8.463 .005

Concession to specified categories 1.704 1 .201 50 8.463 .005

Driving buses uneconomic routes 11.000 1 .038 50 286.080 .000

Peak Hour Services extended 6.593 1 .109 50 60.332 .000

Late night services provided 5.847 1 .158 50 36.898 .000

Early morning service provided 1.335 1 .202 50 6.605 .013

Special buses operated during festival

seasons .310 1 .254 50 1.220 .275

Special buses operated during Govt

Exams .103 1 .252 50 .409 .525

The F tests should be used only for descriptive purposes because the clusters have been

chosen to maximise the differences among cases in different clusters. The observed

significance levels are not corrected for this and thus cannot be interpreted as tests of the

hypothesis that the cluster means are equal.

There should be uniformity in the frequency of buses.

Proper maintenance of buses and bus stands should be required to retain the existing and

attracting the new passengers for the survival of transport industries in the long run.

All buses can have radio/ music system or provision for video to be played. So that the

passengers don’t feel the stress & strain while travelling.

First aid facilities have to be made both in bus stations and in buses. The first aid boxes need

to have general medicines which have to be checked and if medicines expire, they to be

replaced with new ones.

The time table boards showing timings of arrivals and departures of buses should be

prominently displayed and corrected when ever required. The boards should be clear and

legible, simple abed precise to see, so that there will be no confusion to passengers.

Additional security personnel have to be deployed at all key junctions and at place where

there is more of passenger traffic.

The conductors need to bring more “coins /change” to return to the passengers then and there

instead of using abusive words.


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Sanitation officers should be appointed in different bus depots , to inspect and check the hygienic

Conditions in and around the bus depots as well as annual awards should be announced to the

cleanest bus depot.

Provision of more number of buses to cover interior places and village areas. This also should

be done during peak hours of travel to avoid over crowd and accidents due to that.

Wheel chairs have to be made available in the bus station premises so that the elderly and

physically challenged persons will not have the trouble of walking distances in the bus station

premises. The wheel chairs have to be made available at the entrance and suitable ramps have to be

built where ever necessary.

Certain benches and or seats have to be reserved for the elderly or aged people and also for physically

challenged persons. The benches/ seats have to be painted to indicate that the seats meant for them.

REFERENCE

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2. Carapeties C. et al., “The Supply and Quality of Rural Transport Services in Developing Countries – A

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3. Hanumantha Rao, “Nationalised Passenger Road Transport in India-A Perspective” Journal of Transport

Management, May 1990, Pune: CIRT, pp15-18.

4. Jegadish Gandhi, “State Transport Undertakings in Southern States- A Comparative Study”, Southern

Economics, Oct 1089, pp 26-30.

5. Muthupandian K S and Vijayakumar C, “Measurement of Passengers Service Quality in Public Transportation:

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Paper No. 38584, 12, January 2012.

6. Parasuraman, A., Zeithamal, V.A. and Bery, LL “SERVQUAL: A Multiple- Item Scale for Measuring Customer

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7. Raghunathan et. al. Passenger Transport in India-A Customers Perspective”, Journal of Transport Management,

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8. Robert V. Krejcie, University of Minnesota, Duluth, Daryle W. Morgan, Texas A. & M. University,

“Determining Sample Size for Research Activities”, Educational and Psychological Measurement, 1970, 30,

607-610 and The NEA Research Bulletin, Vol. 38 (December, 1960), p. 99.

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10. Sudarsanam Padam, “Bus Transport in India-the Structure, Management and Performance of Road Transport

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