Santosh Patidar , A.C. Shukla

Abstract

An increase in population, generates increase in travel demand. Same is the case with India, which is dealing with an explosive growth in vehicle ownership and utilization. This results in more traffic congestion and pollution. In this study, we examined the commuters' perception on service quality offered by UCTSL, which is one of the major modes of public transport in Ujjain, India. The SERVQUAL scale is used to measure the commuter's perception on service quality. It is based on traveller's satisfaction with service quality attributes. A self rate questionnaire is used to identify overall customer satisfaction based on many factors which influence the desired satisfaction of customers from the use of public transport system. SERVQUAL as an effective approach has been studied and its role in the analysis of the customer perceptions has been highlighted through a case study conducted at UCTSL, Ujjain. The main research objective is to analyze the factors impacting on the service quality of the Intra-city Public Bus Transport service. The research methodology consists of preparing a detailed questionnaire based on five SERVQUAL attributes. Opinion of 100 commuters is taken to find out the service quality perceived by UCTSL. The data obtained is analyzed using software SPSS and analysis has been done to draw result and conclusions. According to the results of this study, Ujjain customer is not fully satisfied with public bus transport service. Thus, public bus transport cannot compete with the attractiveness of the private vehicle. Frequency of bus, ticket price, punctuality and travel time are the crucial factor that is responsible in bringing higher level of satisfaction.

Keywords- Public Transport, Perception Customer Satisfaction, SERVQUAL, Statistical Analysis.