A STUDY ON ROAD TRANSPORTATION

MANAGEMENT AND CUSTOMER

SATISFACTION IN THIRUVALLA TALUK

Project report Submitted to Mahatma Gandhi University, Kottayam

in Partial Fulfillment of the Requirements for the Award of

BACHELOR DEGREE IN COMMERCE

By

HARISH KUMAR B
(REG.NO.150021010249)

Under the Supervision and Guidance of

Mrs. REJANI R K NAIR, M.Com.

(Lecturer in Commerce)

DEPARTMENT OF COMMERCE (Computer Application)

BISHOP ABRAHAM MEMORIAL COLLEGE
 THURUTHICAD
2018
DEPARTMENT OF COMMERCE (COMPUTER APPLICATION)

BISHOP ABRAHAM MEMORIAL COLLEGE

(Affiliated to Mahatma Gandhi University, Kottayam)
THURUTHICAD, KERALA 689597
(NAAC Accredited – ‘B’ Grade)

Mr. GIRI KUMAR

HEAD OF THE DEPARTMENT 12-

02-2018

CERTIFICATE

This is to certify that HARISH KUMAR B is a B.Com final year

Student of this College. This project work is submitted by him in
partial fulfilment of the requirements for the award of the Bachelor
Degree in Commerce.

Mr. GIRI KUMAR

Forwarded:
Dr. ALEX MATHEW

Principal

DEPARTMENT OF COMMERCE (COMPUTER APPLICATION)

BISHOP ABRAHAM MEMORIAL COLLEGE

(Affiliated to Mahatma Gandhi University, Kottayam)
THURUTHICAD, KERALA 689597
(NAAC Accredited – ‘B’ Grade)

Mrs. REJANI R K NAIR, M.Com.

CERTIFICATE

I hereby certify that the work entitled “A STUDY ON ROAD

TRANSPORTATION MANAGEMENT AND CUSTOMER
SATISFACTION IN THIRUVALLA TALUK” is a bonafide piece
of project work done by HARISH KUMAR B in a partial fulfilment
for the Bachelor Degree in Commerce of Mahatma Gandhi University
under my supervision and guidance.
Place: Thuruthicad
Date: 12-02-2018
Mrs. REJANI R K NAIR

DECLARATION

I hereby declare that this project report entitled “A STUDY ON

ROAD TRANSPORTATION MANAGEMENT AND
CUSTOMER SATISFACTION IN THIRUVALLA TALUK”
written and submitted by me under the guidance of Mrs. REJANI R
K NAIR, Department of Commerce, B.A.M College, Thuruthicad, as
part of my curriculum for the award of Bachelor Degree in
Commerce of Mahatma Gandhi University, Kottayam.

I further declare that no part of the work has been presented for any other
degree, title or recognition before.

HARISH KUMAR B
 ACKNOWLEDGEMENT

First of all I thank Lord Almighty who blessed me to conduct and

complete this project work successfully.

I would like to thank Mr. GIRI KUMAR, head of department of

commerce (computer application) who gave the valuable support for the
completion of this work. I am grateful to him for spending his valuable
time for giving necessary suggestions in this study.

I am grateful to the Principal Dr. ALEX MATHEW, B.A.M College

who gave valuable support for the completion of this work.

I express my sincere and heartfelt to Mrs. REJANI R K NAIR,

Department of Commerce (computer Application), my project guide, for
her kind inspiration, guidance and support in fulfilling the work
successfully.
I extend my sincere thanks to my all the teachers in the department for
their kind co-operation and helps to conduct this project.

I express my heartfelt thanks to my parents and friends for their

valuable help to complete this project successfully.

HARISH KUMAR
B
CONTENT
CHAPTER TITLE PAGE NO
LIST OF TABLES
LIST OF FIGURES

1 INTRODUCTION 1-4
2 THEORETICAL OVERVIEW 5 - 15
3 DATA ANALYSIS 16 - 30
4 FINDINGS, SUGGESTIONS 31 - 34
AND CONCLUSION
BIBLIOGRAPHY
APPENDIX
 LIST OF TABLES

TABLE NO TITLE PAGE NO

3.1 Gender wise classification 16

3.2 Occupation 17

3.3 Mode of transportation 18

3.4 Satisfaction level of current mode of 19

transportation
3.5 Trustability of current mode of transportation 20

3.6 Comfort level of current mode of 21

transportation
3.7 Performance of current mode of 22
transportation
3.8 Safety of preferred mode of transportation 23

3.9 Cost effectiveness and feasibility of current 24

mode of transportation
3.10 Frequency of crime / accident 25

3.11 Personal belongings carriable 26

3.12 Reliability of current mode of transportation 27

3.13 Punctuality of mode of transportation 28

3.14 Condition of the vehicle 29

3.15 Accessibility of transportation for disabled 30

people
 LIST OF FIGURES

FIGURE NO TITLE PAGE NO

3.1 Gender wise classification 16

3.2 Occupation 17

3.3 Mode of transportation 18

3.4 Satisfaction level of current mode of 19

transportation
3.5 Trustability of current mode of 20
transportation
3.6 Comfort level of current mode of 21
transportation
3.7 Performance of current mode of 22
transportation
3.8 Safety of preferred mode of transportation 23
3.9 Cost effectiveness and feasibility of current 24
mode of transportation
3.10 Frequency of crime / accident 25
3.11 Personal belongings carriable 26
3.12 Reliability of current mode of 27
transportation
3.13 Punctuality of mode of transportation 28
3.14 Condition of the vehicle 29
3.15 Accessibility of transportation for disabled 30
people
 CHAPTER – 1
INTRODUCTION
 INTRODUCTION

Transportation management deals with the functioning of business firms

or organisations utilising management tools to help them achieve their

objective. Thus it provides the theoretical and conceptual foundation on

the management behaviour of business organisation in transportation

management.

Road transportation is a method to distribute good, services and people

by making use of road networks. Fundamentally a road is a route

between two destinations, which has either been paved or worked on to

enable transportation by way of motorised and non-motorised carriages.

Occasionally the only way for transporting goods and people is through

the utilisation of the road network, especially if the transit is to and from

a rural area which are not catered to by rail, water or air transport.

Transport of goods, services and people is much more viable and

practical through road for short distances. Transportation has been a

major contributor to the economy and a competitive force in business. It

is the activity that physically connects the business to its supply chain

partners, such as suppliers and customers, and it is a major influence on

the customer’s satisfaction with the company. Transporting is required in

the whole production procedures, from manufacturing to delivery to the

1
final consumers and returns. Only a good coordination between each

component would bring the benefits to a maximum. Here lies the

importance of Road Transportation and its efficient management.

Advances in business over the years have been considerably driven

development in business philosophies such as marketing, transportation

and distribution, and customer demands and satisfaction for survival in

an increasing competitive business world. Level of customer expectation

has engendered an industry wide search for quality high level of

customer service and greater cost effectiveness. Most changes not mere

trends but the result of large forces which have lasting effects on an

organisation, example, increasing importance of customer services and

ongoing changes in customer demand and preferences.

Customer satisfaction is considered to be the most important factor

whether it is meant for a product or a service. In case of failure to satisfy

customers, companies will be replaced by others. There is a special

attitude that plays an important role attracting and retaining the

customers. Whether the buyer is satisfied after purchase depends on the

offers performance in relation to the buyer expectation. In general,

satisfaction is a person’s feeling of pleasure or disappointment resulting

from comparing a products perceived performance relation to his or her

2
expectations. If an organisation’s transportation performance falls short

of expectation in any circumstances, the customer is dissatisfied. If the

performance matches the expectation, customer is satisfied. If the

performance exceeds the expectation, the customer is highly satisfied.

This Project seeks to identify the problems and find out possible

measures and solution to the problems faced by customers.

OBJECTIVES OF THE STUDY

1. Understanding the requirements of the customers.

2. Identifying factors considered by the customers while choosing the

mode of transport.

3. Determining the satisfaction level of customers on road

transportation.

4. Examining the trends of road transportation over the past years.

5. Determining the limitations of existing road transportation

systems.

SCOPE OF THE STUDY

The need or significance of this study is to know the customers

preference towards different modes of road transportations and the

identification of the limitations faced by them.

3
 METHODOLOGY OF THE STUDY
This study is based on primary and secondary data. Primary data have

been obtained from distribution of questionnaire and secondary data

from published sources.

LIMITATIONS OF THE STUDY

1. The study is confined only to 30 respondents.
2. The study has been conducted in Thiruvalla Taluk only.
3. This sample may not be a true representation of the total

population.

CHAPTERISATION
 Chapter 1 - INTRODUCTION
 Chapter 2 – THEORETICAL OVERVIEW
 Chapter 3 – DATA ANALYSIS
 Chapter 4 – FINDING SUGGESTIONS AND CONCLUSIONS

4
CHAPTER – 2
THEORITICAL
OVERVIEW
 TRANSPORTATION

Transport or transportation is the movement of humans, animals

and goods from one location to another. Modes of transport include air,

land (rail and road), water, cable, pipeline and space. The field can

be divided into infrastructure, vehicles and operations. Transport is

important because it enables trade between people, which is essential for

the development of civilizations. Transport infrastructure consists of the

fixed installation including roads,

railways, airways, waterways, canals and pipelines and terminals such

as airports, railway stations, bus stations, warehouses, trucking terminals,

refuelling depots (including fuelling docks and fuel stations)

and seaports. Terminals may be used both for interchange of passengers

and cargo and for maintenance.

Vehicles traveling on these networks may include automobiles,

bicycles,

buses, trains, trucks, people, helicopters, watercraft, spacecraft and aircr

aft. Operations deal with the way the vehicles are operated, and the

procedures set for this purpose including financing, legalities, and

policies. In the transport industry, operations and ownership of

5
infrastructure can be either public or private, depending on the country

and mode.

Passenger transport may be public, where operators provide scheduled

services, or private. Freight transport has become focused

on containerization, although bulk transport is used for large volumes of

durable items. Transport plays an important part in economic growth

and globalization, but most types cause air pollution and use large

amounts of land. While it is heavily subsidized by governments, good

planning of transport is essential to make traffic flow and restrain urban

sprawl.

MODES OF TRANSPORTATION

A mode of transport is a solution that makes use of a particular type of

vehicle, infrastructure, and operation. The transport of a person or of

cargo may involve one mode or several of the modes, with the latter case

being called intermodal or multimodal transport. Each mode has its own

advantages and disadvantages, and will be chosen for a trip on the basis

of cost, capability, and route.

 Human-powered:

6
Human powered transport, a form of sustainable transportation, is the

transport of people and/or goods using human muscle-power, in the form

of walking, running and swimming. Modern technology has allowed

machines to enhance human power. Human-powered transport remains

popular for reasons of cost-saving, leisure, physical exercise,

and environmentalism; it is sometimes the only type available, especially

in underdeveloped or inaccessible regions.

 Animal-powered:

Animal-powered transport is the use of working animals for the

movement of people and commodities. Humans may ride some of the

animals directly, use them as pack animals for carrying goods, or harness

them, alone or in teams, to pull sleds or wheeled vehicles.

 Air:

A fixed-wing aircraft, commonly called airplane, is a heavier-than-air

craft where movement of the air in relation to the wings is used to

generate lift. The term is used to distinguish this from rotary-wing

aircraft, where the movement of the lift surfaces relative to the air

7
generates lift. A gyroplane is both fixed-wing and rotary wing. Fixed-

wing aircraft range from small trainers and recreational aircraft to

large airliners and military cargo aircraft.

 Land:

Land transport covers all land-based transportation systems that provide

for the movement of people, goods and services. Land transport plays a

vital role in linking communities to each other. Land transport is a key

factor in urban planning. It consists of 2 kinds, rail and road.

 Rail:

Rail transport is where a train runs along a set of two parallel steel rails,

known as a railway or railroad. The rails are anchored perpendicular

to ties (or sleepers) of timber, concrete or steel, to maintain a consistent

distance apart, or gauge. The rails and perpendicular beams are placed on

a foundation made of concrete or compressed earth and gravel in a bed of

ballast. Alternative methods include monorail and maglev.

 ROAD TRANSPORTATION:

8
A road is an identifiable route, way or path between two or more places.

Roads are typically smoothed, paved, or otherwise prepared to allow

easy travel; though they need not be, and historically many roads were

simply recognizable routes without any formal construction

or maintenance. In urban areas, roads may pass through

a city or village and be named as streets, serving a dual function as urban

space easement and route.

The most common road vehicle is the automobile; a wheeled passenger

vehicle that carries its own motor. Other users of roads

include buses, trucks, motorcycles, bicycles and pedestrians. As of 2010,

there were 1.015 billion automobiles worldwide. Road transport offers a

complete freedom to road users to transfer the vehicle from one lane to

the other and from one road to another according to the need and

convenience. This flexibility of changes in location, direction, speed, and

timings of travel is not available to other modes of transport. It is

possible to provide door to door service only by road transport.

Automobiles provide high flexibility with low capacity, but require high

energy and area use, and are the main source of noise and pollution in

cities; buses allow for more efficient travel at the cost of reduced

9
flexibility. Road transport by truck is often the initial and final stage of

freight transport.

 Water:
Water transport is movement by means of a watercraft-such as

a barge, boat, ship or sailboat-over a body of water, such as

a sea, ocean, lake, canal or river. The need for buoyancy is common to

watercraft, making the hull a dominant aspect of its construction,

maintenance and appearance.

ROAD TRANSPORTATION

Road transport or road transportation is transport using roads. Transport

on roads can be roughly grouped into the transportation of goods and

transportation of people. In many countries licensing requirements and

safety regulations ensure a separation of the two industries. Movement

along roads may be by bike or automobile, truck, or by animal such

as horse or oxen. Standard networks of roads were adopted

by Romans, Persians, Aztec, and other early societies. Cargo may be

transported by trucking companies, while passengers may be transported

via mass transit. Commonly defined features of modern roads include

defined lanes and signage. Within the United States, roads between

regions are connected via the Interstate Highway System.

10
The nature of road transportation of goods depends, apart from the

degree of development of the local infrastructure, on the distance the

goods are transported by road, the weight and volume of an individual

shipment, and the type of goods transported. For short distances and

light, small shipments a van or pickup truck may be used. For large

shipments even if less than a full truckload a truck is more appropriate.

In some countries cargo is transported by road in horse-drawn carriages,

donkey carts or other non-motorized mode. Delivery services are

sometimes considered a separate category from cargo transport. In many

places fast food is transported on roads by various types of vehicles. For

inner city delivery of small packages and documents couriers are quite

common.

People are transported on roads either in individual cars or in mass

transit by bus or coach. Special modes of individual transport by road

such as cycle rickshaws may also be locally available. There are also

specialist modes of road transport for particular situations, such as

ambulances.

11
 CUSTOMER SATISFACTION

Customer satisfaction (often abbreviated as CSAT) is a term

frequently used in marketing . It is a measure of how products and

services supplied by a company meet customer expectation.

Customer satisfaction is defined as "the number of customers, or

percentage of total customers, whose reported experience with a firm,

its products, or its services exceeds specified satisfaction goals.

In a survey of nearly 200 senior marketing managers, 71 percent

responded that they found a customer satisfaction metric very useful

in managing and monitoring their businesses. It is seen as a key

performance indicator within business and is often part of a Balanced

Scorecard . In a competitive marketplace where businesses compete

for customers, customer satisfaction is seen as a key differentiator

and increasingly has become a key element of business strategy

12
 IMPORTANCE OF CUSTOMER SATISFACTION

1. It is a leading indicator of consumer repurchase intention

and loyalty:

Customer satisfaction is the best indicator of how likely a customer

will make a purchase in the future. Asking customers to rate their

satisfaction on a scale of 1-10 is a good way to see if they will

become repeat customers or even advocates. Any customers that give

you a rating of 7 and above, can be considered satisfied, and you can

safely expect them to come back and make repeat purchases.

Customers who give you a rating of 9 or 10 are your

potential customer advocates who you can leverage to become

evangelists for your company. Scores of 6 and below are warning

signs that a customer is unhappy and at risk of leaving . These

customers need to be put on a customer watch list and followed up so

you can determine why their satisfaction is low.

2. It is a point of differentiation:

13
 In a competitive marketplace where businesses compete for

customers; customer satisfaction is seen as a key differentiator.

Businesses who succeed in these cut-throat environments are the ones

that make customer satisfaction a key element of their business

strategy.

3. It reduces customer churn

An Accenture global customer satisfaction report (2008) found that

price is not the main reason for customer churn; it is actually due to

the overall poor quality of customer service. Customer satisfaction is

the metric you can use to reduce customer churn. By measuring and

tracking customer satisfaction you can put new processes in place to

increase the overall quality of your customer service.

4. It increases customer lifetime value

Satisfaction plays a significant role in how much revenue a customer

generates for your business. Successful businesses understand the

importance of customer lifetime value (CLV). If you increase CLV,

you increase the returns on your marketing. Customer lifetime value

14
is a beneficiary of high customer satisfaction and good customer

retention .

5. It reduces negative word of mouth:

Customer satisfaction is tightly linked to revenue and repeat

purchases. What often gets forgotten is how customer satisfaction

negatively impacts your business. It’s one thing to lose a customer

because they were unhappy. It’s another thing completely to lose

customers because of some bad word of mouth. To eliminate bad

word of mouth you need to measure customer satisfaction on an

ongoing basis. Tracking changes in satisfaction will help you identify

if customers are actually happy with your product or service.

PURPOSE OF CUSTOMER SATISFACTION

Customer satisfaction provides a leading indicator of

consumer purchase intentions and loyalty. Customer satisfaction data

are among the most frequently collected indicators of market

perceptions. Their principal use is twofold:

1. Within organizations, the collection, analysis and dissemination

of these data send a message about the importance of tending

15
 to customers and ensuring that they have a positive experience

with the company's goods and services.

2. Although sales or market share can indicate how well a firm is

performing currently, satisfaction is perhaps the best indicator

of how likely it is that the firm’s customers will make further

purchases in the future. Much research has focused on the

relationship between customer satisfaction and retention.

Studies indicate that the ramifications of satisfaction are most

strongly realized at the extremes.

On a five-point scale, "individuals who rate their satisfaction level as

'5' are likely to become return customers and might even evangelize

for the firm. (A second important factor related to satisfaction is

willingness to recommend. This factor is defined as "The percentage

of surveyed customers who indicate that they would recommend a

brand to friends." When a customer is satisfied with a product, he or

she might recommend it to friends, relatives and colleagues. This can

be a powerful marketing advantage.) "Individuals who rate their

satisfaction level as '1,' by contrast, are unlikely to return. Further,

they can hurt the firm by making negative comments about it to

16
prospective customers. Willingness to recommend is a key metric

relating to customer satisfaction.

17
 CHAPTER – 3
DATA ANALYSIS
 Table 3.1
Gender wise classification

Options No. of respondents Percentage

Male 28 56
Female 22 44
Total 50 100

Source: Primary data

The table represents that out of the total sample, 28 are in male which
constitute 56% of the sample and the rest, 22 are in female which
constitute 48% of the sample.

Figure 3.1

Gender wise classification

60

50

40

30 Percentage

20

10

0
Male Female

16
 Table 3.2
Occupation

Options No. of respondents Percentage

Public sector 14 28

Private sector 20 40

Student 16 32

Total 50 100

Source: Primary data

The above table represents that out of the total sample, 14 are

working in public sector, 20 are working in private sector, and the

rest 16 are students.

Figure 3.2

Occupation

45

40

35

30

25
Percentage
20

15

10

0
Private sector Public sector Student

17
 Table 3.3
Mode of transportation

Options No. of respondents Percentage

Car 16 32

Bus 14 28

Auto Rickshaw 8 16

Bike 12 24

Total 50 100

Source: Primary data

The above table represents that out of the total sample, 16 are using

cars, 14 are using Bus, 8 are using Auto rickshaw and the rest 12 are

using Bike.

Figure 3.3

Mode of transportation

18
 35

30

25

20
Percentage
15

10

0
Car Bus Auto Rickshaw Bike

Table 3.4
Satisfaction level of the current mode of transportation

Options No. of respondents Percentage

Satisfied 22 44

Need Improvement 22 44

Not satisfied 6 12

Total 50 100

Source: Primary data

The above table represents that out of the total sample, 22 are

satisfied, 22 opted need improvement, and the rest 6 are not satisfied.

19
 Figure 3.4

Satisfaction level of the current mode of transportation

50
45
40
35
30
25 Percentage
20
15
10
5
0
Satisfied Need Improvement Not satisfied

Table 3.5
Trustability of current mode of transportation

Options No. of respondents Percentage

Trustable 30 60

Needs improvement 16 32

Not trustable 4 8

Total 50 100

Source: Primary data

20
The above table represents that out of the total sample, 30 trust the

current mode of transportation, 16 opted needs improvement and the

rest 4 does not trust the mode of transportation.

Figure 3.5

Trustability of current mode of transportation

70

60

50

40
Percentage
30

20

10

0
Trustable Needs improvement Not trustable

Table 3.6
Comfort level of current mode of transportation

Options No. of respondents Percentage

Comfortable 22 44

Needs improvement 22 44

21
 Not comfortable 6 12

Total 50 100

Source: Primary data

The above table represents that out of the total sample, 22 are

comfortable, 22 opted needs improvement and the rest are not

comfortable with current mode of transportation.

Figure 3.6

Comfort level of current mode of transportation

50
45
40
35
30
25
Percentage
20
15
10
5
0
Comfortable Needs improvement Not comfortable

Table 3.7
Performance of current mode of transportation

22
 Options No. of respondents Percentage
Good 24 48
Average 26 52
Total 50 100

Source: Primary data

The table represents that out of the total sample, 24 opted the option
good and the rest 26 opted the option average.

Figure 3.7

Performance of current mode of transportation

53

52

51

50
Percentage
49

48

47

46
Good Average

23
 Table 3.8
Safety of preferred mode of transportation

Options No. of respondents Percentage

Very safe 14 28

Safe 20 40

Needs improvement 12 24

Not safe at all 4 8

Total 50 100

Source: Primary data

The above table represents that out of the total sample, 14opted for

very safe, 20 opted for safe, 12 opted for needs improvement and the

rest opted not safe at all.

Figure 3.8

Safety of preferred mode of transportation

24
 45
40
35
30
25
20
15
10 Percentage
5
0
t ll
afe Sa
fe en a
r ys em at
Ve ov sa
fe
pr t
s im No
ed
Ne

Table 3.9
Cost effectiveness and feasibility of current mode of transportation

Options No. of respondents Percentage

Very affordable 12 24

Affordable 20 40

Needs improvement 16 32

Not affordable 2 4

Total 50 100

Source: Primary data

The table represents that out of the total sample, 12 opted very

affordable, 20 opted affordable, 16 opted needs improvement and the

rest 2 opted not affordable.

25
 Figure 3.9

Cost effectiveness and feasibility of current mode of transportation

45
40
35
30
25
20
15
10 Percentage
5
0
e le t e
bl ab en bl
rda rd em da
fo o ov or
Af pr f
r ya im ta
Ve s No
eed
N

Table 3.10
Frequency of crime / accident

Options No. of respondents Percentage

Very frequent 18 36
Frequent 32 64
Total 50 100

Source: Primary data

The table represents that out of the total sample, 18 opted the very
frequent and the rest 26 opted the frequent.

Figure 3.10

26
 Performance of current mode of transportation

70

60

50

40
Percentage
30

20

10

0
Very frequent Frequent

Table 3.11
Personal belongings carriable

Options No. of respondents Percentage

High 12 24

Medium 22 44

Low 12 24

None 4 8

Total 50 100

27
Source: Primary data

The table represents that out of the total sample, 12 opted the option

high, 22 opted the option medium, 24 opted the option low and the

rest 4 opted the option none.

Figure 3.11

Personal belongings carriable

50
45
40
35
30
25
Percentage
20
15
10
5
0
High Medium Low None

Table 3.12
Reliability of current mode of transportation

Options No. of respondents Percentage

Very reliable 12 24

Reliable 18 36

28
Needs improvement 16 32

Not reliable 4 8

Total 50 100

Source: Primary data

The table represents that out of the total sample, 12 optedvery

reliable, 18 opted reliable, 16 opted the needs improvement and the

rest 4 opted not relaible.

Figure 3.12

Reliability of current mode of transportation

40

35

30

25

20
Percentage
15

10

0
Very reliable Reliable Needs improvement Not reliable

Table 3.13
Punctuality of mode of transportation

29
 Options No. of respondents Percentage

Favourable 24 48

No comment 20 40

Not favourable 6 12

Total 50 100

Source: Primary data

The table represents that out of the total sample, 24opted favourable,

20 opted no comments, and the rest 6 opted not favourable.

Figure 3.13

Punctuality of mode of transportation

60

50

40

30
Percentage

20

10

0
Favourable No comment Not favourable

30
 Table 3.14
Condition of the vehicle

Options No. of respondents Percentage

Very good 14 28

Good 14 28

Needs improvement 18 36

Bad 4 8

Total 50 100

Source: Primary data

The table represents that out of the total sample, 14opted very good,

14 opted good, 18 opted the needs improvement and the rest 4 opted

bad.

Figure 3.14

Reliability of current mode of transportation

31
 40

35

30

25

20
Percentage
15

10

0
Very good Good Needs improvement Bad

Table 3.15
Accessibility of transportation for disabled people

Options No. of respondents Percentage

Very accessible 10 20

Accessible 18 36

Needs improvement 12 24

Not accessible 10 20

Total 50 100

Source: Primary data

32
The table represents that out of the total sample, 10 opted very

accessible, 18 opted accessible, 12 opted the needs improvement and

the rest 10 opted not accessible.

Figure 3.15

Accessibility of transportation for disabled people

40
35
30
25
20
15
10 Percentage
5
0
e e t e
i bl i bl m
en i bl
ss ss e ss
ce ce ov ce
ac Ac pr c
ry im ta
Ve s No
ed
Ne

33
 CHAPTER – 4
FINDINGS,
SUGGESTIONS AND
CONCLUSION
 FINDINGS OF THE STUDY

 Males dominate usage of transportation in Thiruvalla Taluk with

56% and the rest 44% are females.

 The occupation of respondent consists of 40% private sector

working group, 32% of private sector employees and the rest 32%

are students.
 The most used type of transportation in Thiruvalla taluk is car and

bus with a percentage of 32 and 28 respectively and the rest uses

bikes and auto rickshaw.

 Out of the respondents a total of 22 % opted as satisfied and

another 22% opted for improvement and the rest 6% where not

satisfied.
 When it comes to trustability of the mode of transportationin

Thiruvalla taluk a majority of 60% have opted for trustable and

rest 32% and 8% have opted for improvement and not trustable

respectively.
 There is an equal amount of respondents on each side who opted

for comfortable and needs improvement and the rest opted for not

comfortable with a percentage of 12.

 In Thiruvalla taluk the performance of the transportation is

average with 52% and the rest 48% opted for good.

31
 When it comes to safety of the mode of transportation 8% and

24% of the respondents opted for not safe at all and needs

improvement and the rest feels safe.

 Most of the respondents in Thiruvalla taluk are able to afford the

usage of transportation and only a few percentage opted for not

affordable.
 The frequency of crime/accident in Thiruvalla taluk is frequent

with 64% and the rest 36% is very frequent based on the users.
 Personal belongings carriable is opted as 44% as medium, 24% for

both high and low and the rest 8% for none.

 The reliability of transportation in Thiruvalla taluk is reliable as

well as needs to improve according to the response of the users.

 48% of the total sample opted for favourable punctuality of

transportation.
 The conditions of the vehicle are equally good and very good with

28% and a 36% opted for improvement and the rest 8% opted for

bad condition.
 The accessibility of transportation for disabled people are

accessible with 36% and 20% are not accessible.

32
 SUGGESTIONS OF THE STUDY

 Every transportation management should take adequate precautions to

keep the customers or users satisfied.

 Timely and customer friendly services should be provided by

transportation management for their customers.

 Transportation facility should be improved for disabled personnel.
 Cost effective and affordable rate can be improved for better service.
 Crime/accident should be controlled through proper measures.
 The major drawback of transportation management is that customer’s

safety is not met properly, it should be managed.

 Measures should be taken to enhance customer experience towards

good condition vehicles.

 More performance of transportation should be made possible.
 Trustability of the transportation should be maintained through safety

measures.

CONCLUSION OF THE STUDY

This project is based on the customer feedback to road transportation.

The study describes the customer reaction and feedback on using of

road transportation and it highlights the various aspects of road

33
transportation, such as safety, comfortability, punctuality, reliability

etc. Thus it is crucial for implementing customer satisfaction

methods.
Car and bus are increasingly used by the users and the affordability

can be maintained by transportation management. It is clear that

disabled personnel are getting transportation facility but it can be

improved. It is quited clear that transportation facility in Thiruvalla

taluk is very much satisfying to the users and the innovative role of

transportation management plays a crucial role in transportation.

34
BIBLIOGRAPHY
BOOKS

 Customer Services and Satisfaction in Banking Sector -

Nigamananda Biswas

WEBSITES

 Wikipedia.com
 Investopedia.com
 Slideshare.com
 Scribed.com
 APPENDIX

Road Transport Management and Customer Satisfaction in

Thiruvalla Taluk
QUESTIONAIRE

1. Name :

2. Age :

3. Sex : Male Female Other

4. Occupation : Public Sector Private Sector Student

5. Which mode of transportation would you prefer?

Car Bus Auto Rickshaw Bike

6. How can you rate the satisfaction level of the current mode of
transportation used?
Satisfied Need Improvement Not Satisfies

7. Trustability of current mode of transportation?

Trustable Needs Improvement Not Trustable

8. How do you rate the comfort level of current mode of

transportation?
Comfortable Needs Improvement Not Comfortable
9. How us the performance of current mode of transportation?
Good Average

10.How would you rate the safety of the preferred mode of

transportation?
Very Safe Safe Needs improvement Not safe at
all

11.How would you rate the cost effectiveness and feasibility of

current mode of transportation?
Very affordable Affordable Needs improvement
Not affordable

12.How much is the frequency of crime/ accident?

Very Frequent Frequent

13.Amount of personal belongings carry able?

High Medium Low None

14.Reliability of current mode of transportation?

Very Reliable Reliable Needs Improvement
Not Reliable

15.How would you rate the punctuality of mode of transportation?

Favorable No Comment Not favorable

16.What is the condition of vehicle?

Very good Good Needs Improvement Bad

17.How much accessible is the transport for disabled people?

Very accruable Accruable needs to improve
Not accessible