Infrastructural facilities viz., power, transport and communication network, and the like, are essential inputs for any country’s economic development. Out of these inputs, transport facility is one of the key factors required for economic development because there is hardly any activity which is not influenced by transport service. Road transport system assumes a significant position in the overall development of any country. A well developed, cheap and efficient network of transport system leads to speedy movement of human beings, materials and resources more effectively from their places of abundance to the places of inherent demand. Since people need to travel, goods have to be moved from place to place; transportation acts as a catalyst and forms the back bone of economic growth.

THE CONCEPT - SERVICE QUALITY:

The term quality is abstract in nature and subjective in character and therefore poses difficulties in its measurement. Quality in simple expression means the extent to which a product or a service meets the requirements and expectations of the customers (taly et al. 1998). What is qualitative for a group of people may not be so for another in so far as quality depends upon the standard of living and income, the quality of available substitutes, individual perception of customers and similar other factors. Accordingly, the transport service that is qualitative for a person travelling in one region may be only satisfactory for travelling in another. The level of quality also depends upon the kind of people travelling their status the intensity of the need of travel, the time of travel, the coverage of travel and more importantly the type of road etc.

People falling under middle and lower middle income group generally undertake bus travel in the valley of TNSTC Kumbakonam Ltd. and the quality of passenger bus service Vis–a-Vis such commuters can best be measured on quality parameters commonly used by the researcher of the purpose. The general commuters would always look for a reasonably comfortable and convenient travel, expecting dependable extent of reliability and sufficient volume of safety. As a matter of fact, for various classes of people all he quality components are not equally important and, as such, carry dissimilar weightage. For a time bound passenger, such as a student, an office-goer, for instance, the reliability is the most significant factor because the departure time, speed and the arrival time are probably the most important considerations for them. In view of the subjective nature of ‘quality’, the level of service quality of passenger transport, in the present paper, has been measured on the commonly used quality dimensions developed for the purpose.

REVIEW OF LITERATURE:

Arne Beck (2011)

They conducted research on “Experiences with Competitive Tendering of Bus Services in Germany” and studied the empirical analysis of the author’s own database. The section entitled ‘Description of Database’ presents the main characteristics of these sources of information. The results of the investigation are presented and discussed in the ‘Results and Discussion’ section. They conclude that these

transaction costs for PTAs are relatively low at only 5% of the efficiency gains realized by the RMV for all contracts tendered out (gains for full contract period) or 2% of the costs to be paid by PTAs for the specific services in question for the full contract period.19 Similar results have already been presented by Berschin (2004, p. 198).20 These results indicate that transaction costs that arise for tendering do not overcompensate the realized efficiency gains.

Cristina Alpopi, Cristina Manole (2012)

they conducted research on “Qualitative Analysis of Urban Public Transportation in Bucharest” they revealed that analysis aiming to evaluate the quality of public transport services in Bucharest. The analysis was performed from two perspectives: the perceived quality of passengers and the quality desired by them. This paper will provide information on the impact that transport has on human life and the need for continuous improvement of this service. They conclusion that emerges is that even though the travelers, in most , are satisfied with local public transport service, they still want an improvement in their quality. Improving quality and efficiency of public transport are very important issues. Solving them is absolutely necessary to identify travelers and solve their wishes, in extent possible. this sense, reducing waiting time at stations, increased means of transportation, especially during peak hours, either by increasing the circulating park assets, by creating unique color, prioritized the introduction of traffic lights, traffic control systems, etc.. , are essential issues to be taken into account.

Gajendran A. Kaliyaperumal P. (2012)

The study entitled, “A Study on Bus Passenger Perception and Level of Satisfaction - With Special Reference to Bus Transport Industries in Tamil Nadu” they study that the transport business can survive without satisfying the needs of the passengers. In general, compared with other modes of transport, bus transport and its services are more indispensable, convenient and very easy to access. In certain situations, bus transport may suit with the needs of the passengers and facilitate more in all aspects. It carries the people from one place to another place to enable the people to carry out their day to day activity, business etc

Gunu, Umar (2011)

They conducted research on “a consumer focused study of transport service Quality: a case study of selected state transport Corporations in Nigeria” they conclude that if transport corporations in Nigeria put their customers at center stage, it will help them create a culture that is appropriately responsive to customers. This will ensure that they get the “basics” right because exploiting new opportunities will require a company to build on existing capabilities. The stronger these capabilities the more other profitable opportunities a company is likely to have. High quality of service can only come from a solid foundation of knowing one’s customers and how they choose, and delivering consistently whatever it is that matters most to them.

Kokku Randheer, Ahmed A. AL-Motawa, and Prince Vijay. J (2011)

They study entitle on “Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation” and studied the study examined the commuters’ perception on service quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. The SERVQUAL scale is administered to measure the commuter’s perception on service quality. A survey was conducted among the commuters who were regularly availing public transport services for travelling. They found that found to be the most important dimension, but this study reported it in reverse. Comparison of means of dimensions indicates that responsiveness assurance, reliability, culture and empathy form the order. The research reveals that the expectations of the commuters in terms of service quality are delivered by the public transport services.

OBJECTIVES OF THE STUDY:

The paper attempts to achieve the below mentioned objective;

To analyse the level of service quality in passengers’ road transport services provided by Tamil Nadu State Transport Corporation Limited, Kumbakonam.

SCOPE OF THE STUDY:

Since the study envisages a comparison of quality of transport service provided by Tamilnadu State Transport Corporation Limited, Kumbakonam Undertakings, the investigations is confined to passenger bus transport service operating in Tamilnadu.

METHODOLOGY:

Comfort and convenience, safety, reliability, crew quality and transport service information are that commen aspects of measurement of quality of transport services. Accordingly eliciting information with regard to all these factors, was administered to a sample of 300 commuters, selected by adopting randam sampling method comprising student, office-goers, business people, male and female, young and aged. The based on sample responses, an analysis was carried out and a five point liker scale developed.

Conceptual Framework of Bus Operations of Service Quality

A theoretical framework for the measurement of Bus Operations of Service Quality in TNSTC undertakings is proposed, based on the various factors which directly give satisfaction to the traveling public. The development of this model will provide a sound base and will help the transport undertakings to further examine as to what extent these factors can influence service quality (Figure 1).

RESULT AND DISCUSSION:

The results of the analysis of the collected data are presented in table-1.

Table – 1 Selected Respondents Demographic Profile

Gender	No. of Respondents	Percentage
Male	172	57
Female	128	43
Total	300	100٪
Marital Status	No. of Respondents	Percentage
Single	133	44
Married	167	56
Total	300	100٪
Age	No. of Respondents	Percentage
Below 30 years	79	26
30 – 40 years	85	29
41 – 50 years	71	23
Above 50 years	65	22
Total	300	100٪

Source: Primary Data

SERVICES QUALITY PARAMETERS

1) Comfort and Convenience

Comfort and convenience is an important quality constituent and is expected by any kind of commuter to a reasonable level. In order to ensure better quality, the service providers have to pay attention to various attributes of comfort and convenience. The scores on various individual attributes of the quality dimension of comfort and convenience have been presented in table-2.

Figure 1: Conceptual Framework of Service Quality

Table-2 Comfort and Convenience

Variables

Highly Dissatisfied

Dissatisfied

Neutral

Satisfied

Highly Satisfied

Total

Less over loading

(8.0)

(7.0)

(22.0)

128

(42.0)

(21.0)

300

(100)

Better seating

arrangement

(7.0)

(9.0)

(22.0)

120

(40.0)

(22.0)

300

(100)

Ease of boarding

and Alighting

(7.0)

(6.0)

(23.0)

120

(40.0)

(24.0)

300

(100)

Ease of movement

(6.0)

(5.0)

(23.0)

130

(44.0)

(22.0)

300

(100)

Prompt / quick service

(5.0)

(7.0)

(23.0)

128

(42.0)

(23.0)

300

(100)

Table-3 Commuters Safety

Variables

Highly

Dissatisfied

Neutral

Satisfied

Highly Satisfied

Total

Maintenance of vehicles (Better)

(3.0)

(4.0)

(26.0)

134

(44.0)

(23.0)

300

(100)

Low probability to breakdowns

(3.0)

(6.0)

(24.0)

141

(47.0)

(20.0)

300

(100)

Low probability to accidents

(4.0)

(6.0)

(24.0)

139

(46.0)

(20.0)

300

(100)

Least rash and negligent driving

(3.0)

(7.0)

(24.0)

140

(46.0)

(20.0)

300

(100)

Source: Primary Data (Figures In Parenthesis Represent Percentage)

Table-4 Commuters Reliability

Variables

Highly

Dissatisfied

Neutral

Satisfied

Highly Satisfied

Total

Smooth speed

(3.0)

(5.0)

(22.0)

149

(50.0)

(20.0)

300

(100)

In time departure

(5.0)

(4.0)

(23.0)

153

(51.0)

(17.0)

300

(100)

In time arrival

(3.0)

(5.0)

(20.0)

162

(54.0)

(18.0)

300

(100)

Source: Primary Data (Figures In Parenthesis Represent Percentage)

It is pin pointed from the above table that Smooth speed, 50 per cent are satisfied, 22 per cent of the respondents are in neutral, 20 per cent are highly satisfied, 5 per cent are dissatisfied and 3 per cent are highly dissatisfied.

Ø It is learned from the above table that In time departure, 51 per cent are satisfied, 23 per cent of the respondents are in neutral, 17 per cent are highly satisfied, 5 per cent are highly dissatisfied and 4 per cent are dissatisfied.

Ø It noted from the above table that In time arrival, 54 per cent are satisfied, 20 per cent of the respondents are in neutral, 18 per cent are highly satisfied, 3 per cent are dissatisfied and 5 per cent are highly dissatisfied.

4) Crew Quality

The overall crew quality is reflected by various attributes and has therefore been measured on four components viz. crew-attitude, crew- appearance, neatness and professionalism, and courtesy (table-5).

Table-5 Commuters Crew Quality

Variables

Highly

Dissatisfied

Neutral

Satisfied

Highly Satisfied

Total

Batter crew attitude

(4.0)

(6.0)

(28.0)

(33.0)

(29.0)

300

(100)

Better crew appearance

(4.0)

(5.0)

(27.0)

112

(37.0)

(28.0)

300

(100)

Neatness and professionalism

(3.0)

(30.0)

108

(36.0)

(28.0)

300

(100)

Crew Courtesy

(3.0)

(5.0)

(30.0)

117

(39.0)

(23.0)

300

(100)

Source: Primary Data (Figures In Parenthesis Represent Percentage)

Ø The above table reveals that Batter crew attitude, 33 per cent are satisfied, 29 per cent are highly satisfied, 28 per cent of the respondents are in neutral, 6 per cent are dissatisfied and 4 per cent are highly dissatisfied.

Ø It could be observed from above table that Better crew appearance, 37 per cent are satisfied, 28 per cent are highly satisfied, 27 per cent of the respondents are in neutral, 5 per cent are dissatisfied and 4 per cent are highly dissatisfied.

Ø It is learned from the above table that Neatness and professionalism, 36 per cent are satisfied, 30 per cent of the respondents are in neutral, 28 per cent are highly satisfied, 3 per cent are dissatisfied and 3 per cent are highly dissatisfied.

Ø It noted from the above table that Crew Courtesy, 39 per cent are satisfied, 30 per cent of the respondents are in neutral, 23 per cent are highly satisfied, 5 per cent are dissatisfied and 3 per cent are highly dissatisfied.

5) Transport Service Information

The transport service information is not so significant an attribute of transport quality in so far as daily commuters are concerned. However, for tourists and casual traveller the transport service information is very important (table-6).

Table-6 Commuter Transport Services Information

Variables

Highly

Dissatisfied

Neutral

Satisfied

Highly Satisfied

Total

Route information

(5.0)

(4.0)

(23.0)

153

(51.0)

(17.0)

300

(100)

Announcement of stop

(7.0)

(9.0)

(22.0)

120

(40.0)

(22.0)

300

(100)

Complaint redressal

(5.0)

(7.0)

(23.0)

128

(42.0)

(23.0)

300

(100)

Source: Primary Data (Figures In Parenthesis Represent Percentage)

Ø The above table reveals that Route information, 51 per cent are satisfied, 23 per cent of the respondents are in neutral, 17 per cent are highly satisfied, 5 per cent are highly dissatisfied and 4 per cent are dissatisfied.

Ø It could be observed from above table that Announcement of stop, 40 per cent are satisfied, 22 per cent of the respondents are in neutral, 22 per cent are highly satisfied, 9 per cent are dissatisfied and 7 per cent are highly dissatisfied.

Ø It noted from the above table that Complaint redressal, 42 per cent are satisfied, 23 per cent of the respondents are in neutral, 23 per cent are highly satisfied, 7 per cent are dissatisfied and 5 per cent are highly dissatisfied.

CONCLUSION

In addition to the specific reasons influencing the service quality analyzed in the present paper the level of quality has been adversely affected by general factors like excessive vehicle population not supported by adequate roads, yards and terminals resulting in traffic jams and accidents etc. the level of service quality in the passenger transport sector, in the broader perspective, has not been up to the mark and expectations of the commuters and therefore, efforts have to be taken to bring an improvement in the overall level of quality of passenger transport service.

Improved road facilities, adequate provision of yards and terminals, efficient traffic mechanism would definitely reduce traffic violence, traffic jams etc thereby pushing up the comfort and convenience in travel. The adherence to traffic rules, smooth speed and proper maintenance of vehicles would help arrest the menace of breakdowns and accidents thus pushing up the safety of the travel. The operators in Tamilnadu State Transport Corporation sector will have to strictly adhere to the time schedules and avoid excessive enroute stops to improve upon the reliability of the service. Last but not least the crew in both the sectors will have to develop cordial attitude towards the commuters and greater efforts are needed to avoid the menace of overloading as much as it could be.

REFERENCES:

1. Arne Beck, “Experiences with Competitive Tendering of Bus Services in Germany” Transport Reviews, Vol. 31, No. 3, May 2011, pp313–339,

2. Cristina Alpopi, Cristina Manole, “Qualitative Analysis of Urban Public Transportation in Bucharest”, management research and practice vol. 4, issn 2067- 2462, issue 2 (2012), pp: 68-86

3. Gajendran a. Kaliyaperumal p. “A Study on Bus Passenger Perception and Level of Satisfaction - With Special Reference to Bus Transport Industries in Tamil Nadu” Research Journal of Social Science Management, Volume No. 01, Number: 09, (Jan-2012), pp129-142.

4. Gunu, Umar,“a consumer focused study of transport service Quality: a case study of selected state transport Corporations in Nigeria” Interdisciplinary Journal Of Contemporary Research In Business, Vol 2, No 9, January 2011, pp 91-107

5. Kokku Randheer, Ahmed A. AL-Motawa, and Prince Vijay. J, “Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation”, International Journal of Marketing Studies, Vol. 3, No. 1, ISSN 1918-719X E-ISSN 1918-7203 February 2011, pp21-34

6. Noorfakhriah Yaakub, Madzlan Napiah, “Quality of Service and Passenger’s Perception – A Review on Bus Service in Kota Bharu”, International Journal of Civil and Environmental Engineering IJCEE-IJENS Vol: 11 No: 05, pp1-9

7. Sai Kumar. K, “Quality of Services in State Transport Corporations: A Study of APSRTC” The IUP Journal of Management, Vol. X, No. 3, 2011, pp27-38

8. Shiralashetti and S.S Hugar, “Passenger Satisfaction Towards Karnataka State Road Transport Corporation in Gadag District: An Empirical Study”, The Icfai University Journal of Services Marketing, Vol. VI, No. 3, 2008, pp29-37

9. Taly, M.B and Manohar R.K (1998), Criteria for Evaluation of level of service, in “Transport System Studies” Tata McGraw Hill, New Delhi.

10. Vaira Gromule, Irina Yatskiv, and Aleksandrs Medvedevs, “Investigation of Bus and Coach Service Quality On The Basis Of Information System for Riga Coach Terminal”, Transport and Telecommunication, 2008, Volume 9, No 2, pp 39–45.

Received on 18.11.2012 Modified on 20.12.2012

Asian J. Management 4(1): Jan.-Mar. 2013 page 6-11