Study on Customer Satisfaction Towards Vijayanand Transportation

KOUSALI INSTITUTE OF MANAGEMENT STUDIES

KARNATK UNIVERSITY, DHARWAD
VRL TRANSPORTATION, HUBLI-DHARWAD

A Report on Service quality of VRL Transportation

Hubli-Dharwad

Submitted By:
Mallika Hadimani
Vinayak Maranur
Naveen Kumar

Under the Guidance of

Institute Guide
Dr. N.Ramanjaneyalu
Professor in Management
KIMS KUD

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD 1

 Study on Customer Satisfaction Towards Vijayanand Transportation

INDEX

SL NO TOPICS PAGE NO

1 EXECUTIVE SUMMARY

2 INDUSTRY PROFILE

3 COMPANY PROFILE

4 DATA ANALYSIS AND INTERPRETATION

5 FINDINGS SUGGESTION AND CONCLUSION

6 BIBLOGRAPHY

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD 2

 Study on Customer Satisfaction Towards Vijayanand Transportation

ABSTRACT

This study presents an assessment of the relationship between service quality

and customer satisfaction of public transportation The main findings of the study
showed a significant relationship between service quality and customer
satisfaction, over crowding of buses and overall satisfaction with service. In
addition, late-hour services had a significantly negative effect on overall
This paper are aims to measure and analysis of customer satisfaction of
transportation service. This paper measured gap between perceived qaulity and
Expectation quality used SERVEQUAL METHOD.
The quality attributed obtained interview by some experts and 100 respondent
and finally statistical analysis.

INTRODUCTION

This is a report on customer satisfaction towards Vijayanand

Transportation. Thstopic chosen by me and this report is mainly study on
customer satisfaction of VRL in hubli-dharwad. VRL Group of companies is
one of the leading business groups of Karnataka state India. The company
has its headquarters at Huballi. The group has business interests in road
transportation, logistic, publishing, etc. VRL is an abbreviation of
Vijayananda Road Line Limited. The company started by Vijaya
Sankeswar in 1976Gadag, Vijay Sankeswar family was into business of
publishing Books and guids for students. He entered into business of road
transport to farry goods and cargo by the name of VRL later started
private bus service in between cities and towns of Karnataka, which were
later expanded to other state of India. The VRL has wide network of

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD 3

 Study on Customer Satisfaction Towards Vijayanand Transportation

branches throughout south India and Maharashtra

From this beginning VRL has grown into a logistics and transport
company which is currently the largest fleet owner in India with a fleet of
3579 Vehicles (Including 488 tourist buses & 3091 Goods Transport
Vehicles) as of 28 February 2013. VRL finds mentioned in the Limca Book
of Record as single largest fleet owner Commercial vehicles in India in
the private sector.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD 4

 Study on Customer Satisfaction towards Vijayanand Transportation

1.1 NEED FOR THE STUDY:

The need of the study is to analyses the customer satisfaction after

travelling services and fill in the gaps if any which in turn can improve the
service to the customer of VRL travels hubli-dharwad.

1.2 OBJECTIVES OF STUDY

The objectives of the study on customer satisfaction regarding after travelling

service and toknow any suggestions to improve the VRL travels hubli dharwad.

 Identify the dissatisfied respondent.

 To know the customers requirement.

 Monitor and track service performance

 To know the compared to competitors.

 To assess the Gap between service provider and service
consumers.
 To assess Expectation and Perception.

 To know the satisfaction level with time Maintenance.

 To give suggestion to improve the customer satisfaction level of
VRL travels,

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

1.3 SCOPE OF THE STUDY

The scopes of study limited of the Respondents are selected from in

and aroundhubli-dharwad.

 The study provides the impact of the level of transportation service in

the market.
 The project determines the trade and transportation management
facility.
 Measurements of customer satisfaction is complex subjects,

which uses non-objectives methods, which is not reliable.

 The Sample unit also 100 customer respondents.

1.4 RESEARCH METHODOLOGY

To know the customer satisfaction with Vijayanand Travels at hubli-dharwad

branch or marketingsurvey was conducted at following places,

 Hubli (At Booking Center)

 Extension Area
 Dharwad
 Navalgund
 Annigeri

For purpose of study the data collected by using

 PRIMARY DATA
 SECONDARY DATA
 QUESTIONNAIRE
 FACE TO FACE INTERVIEW

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

1. PRIMARY DATA

Primary data means the data which are gathered specially for the project at
hand directlyfrom customer who travelled at least once through
questionnaires

2. SECONDARY DATA:

Secondary data are generally published sources which have been collected
they are not gathered specially to achieve the objectives of the particular
research projects at hand butalready assembled.

SAMPALE DESIGN:

A total 100 number of Customer was selected from the hubli-dharwad city
for this study to analyze the customer satisfaction with reference to VRL
Logistics Ltd.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

SERVICE QUALITY GAP ANALIS

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

SERVICE QUALITY GAP ANALYSIS

The GAP Model was first proposed by A. Parasuraman, Valarie Zeithaml and
Leonard L. Berry in 1985.

The GAP Model of Service Quality helps the company to understand the
Customer Satisfaction. In-Service Industry, the GAP Model is widely used to
understand the various deviations that are occurring in the process of service
delivery to potential customers.

GAP Model creates a roadmap for the overall service delivery process and
identifies the gap between the processes so that the complete model works
efficiently and effectively. This helps the service providers to map the inefficiency
that is occurring in the service delivery process.

GAP 1: Gap between Management Perception and Customer Expectation

This gap arises when the management or service provider does not correctly
analyse what the customer wants or needs. It also arises due to insufficient
communication between contact employees and managers. There is a lack of
market segmentation. This Gap occurs due to insufficient market research. For
Instance- A café owner may think that the consumer wants a better ambience in
the café, but the consumer is more concerned about the coffee and food they
serve.

GAP 2: Gap between Service Quality Specification and Management Perception

This gap arises when the management or service provider might correctly
comprehend what the customer requires, but may not set a performance
standard. It can be due to poor service design, Inappropriate Physical evidence,
Un systematic new service Development process.

An example would be restaurant Managers who may tell the waiters to provide
the order of the consumer quick, but do not specify “How Quick”.

GAP 3: Gap between Service Quality Specification and Service Delivery

This gap may arise in situations existing to the service personnel. It may occur
due to improper training, incapability or unwillingness to meet the set service

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

standards. It can be due to inappropriate evaluation and compensation systems.

Ineffective Recruitment is the main cause of this gap.

The failure to match the supply and demand can create this gap. There is also a
lack of empowerment, Perceived Control, and framework. An example would be
a restaurant having very specific standards of the food communicated but the
restaurant staff may not be given proper instruction as to how to follow these
standards.

GAP 4: Gap between External Communication and Service Delivery

Consumer Expectations are highly influenced by the statements made by the

company representatives and advertisements. This gap arises when these
assumed expectations are not fulfilled at the time of Delivery of Service.

An example would be a restaurant that has printed on its menu that it serves
100% Vegetarian Food but in reality, it serves Non-Vegetarian Food as well. In
this situation, consumer expectations are not met.

GAP 5: Gap between Experienced Service and Expected Service

This gap arises when the consumer misunderstands the service quality. For
Instance, A Restaurant Manager may keep visiting their consumer to ensure
quality check and consumer satisfaction, but the consumer may interpret this as
an indication that something is fishy or there is something wrong in the service
provided by the restaurant staff.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

FIVE DIMENSIONS OF SERVICE QUALITY

Every industry has different service quality standards. After all, you don’t expect
the same type of service from a hotel and a retail store. And service quality also
varies by brand promise, as a five-star resort has very different expectations than
a roadside motel.

Despite these variations, there is a popular and standard way to measure service
quality: SERVQUAL. Coined by Valerie Zeithaml, A. Parasuraman, and Leonard
Berry in the book Delivering Quality Service, SERVQUAL is a widely-used metric
based on a set of five dimensions that customers have consistently ranked as the
most important for service quality in any industry.

The five service quality dimensions are tangibility, reliability, responsiveness,

assurance, and empathy.

Tangibility

Tangibility is the appearance of physical facilities, equipment, personnel, and

communication materials.

Customers tend to expect clean and professional facilities and shops, employees
who look groomed and neat, and well-written and designed materials such as
menus, websites, and signs. Attention to appearance can indicate that your
company takes customer comfort seriously.

While appearance is not the most critical aspect of service, it does make a
difference in how customers perceive your business, especially if your brand
promises a premium or luxury experience.

Reliability

Reliability is the ability to perform the promised service dependably and

accurately.

Doing what you say you’re going to do when you say you’re going to do it is
essential to pleasing your customers. They want to rely on your business to
deliver a working product or effective service, to get help when they need it, and
for all of this to happen in a timely fashion.

Customers want to count on the businesses they buy from - that’s at the heart of
this dimension.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

Responsiveness

Responsiveness is the willingness to help customers and provide prompt service.

Responding quickly to customer questions and concerns is vital, especially in

today’s fast-paced world. Responsiveness even applies when customers are slow
in responding to you. Answer swiftly to, at the very least, let customers know that
you’re working on their request.

Responsiveness lets your customers know that you’re listening to them and
working actively to solve their problems.

Assurance

Assurance is the knowledge and courtesy of employees and their ability to

convey trust and confidence.

Customers expect businesses to be the experts in the service they deliver.

Communicating that expertise to customers helps reassure them that they can
trust you, whether you accomplish this by displaying credentials and
industry certifications or customer testimonials.

Assurance is significant when customers have many options but aren’t sure who
to trust when purchasing. Suppose you run an ecommerce store, for example. In
that case, customers are bombarded regularly with ads from potentially
untrustworthy online shops all day, so you need to determine how to set yourself
apart and gain consumer trust.

Empathy

Empathy is the caring, individualized attention the firm provides its customers.

Customers want to feel like they’re more than a transaction; they want to build a
relationship with your business. Even if you have the best product or services on
the market, you can still fall short of their expectations.

Showing empathy to customers means ensuring your company showcases your

care. Training employees on how to provide excellent and empathetic service—
where smiles and engaging conversation occur regularly—can help you exceed
expectations.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

1.5 LIMITATION OF THE STUDY:

1. There existed some respondents who are refused and there

respondents who didn’t participate in the survey may be distinct
result of the study
2. The sample was chosen randomly which may not be an actual
representative of the total population due to which there may be
error.
3. The information given by some customer were dared to be correct
in thebeginning and later were found to be particularly correct
which caused in convenience
4. Even after assuring the respondents that data will not be made
public and will beused for the study only still they were hesitant to
travel my foliation, such as monthly income in particular
5. Many of the respondents give a negative answer in order to
finish the interview quickly which affected the study.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

2.1 Company Profile:

Transportation:

Transportation is a large and varied sector of the company. Models

of conveyancefor goods range from people’s heads (on which loads
and balance) and bicycle rickshaws to trucks railroad cars. The
national railroad was the major freight haulerat independence, but
road transport grew rapidly after 1947. Both rail and road transports
remain important
The share of transportation investments in total public investment
declined duringthe period from the early 1950s to early 1980s; real
public transportation investment also declined during much of that
period because of the need for fundsin the rest of the economy. As a
consequence, by the early 1980s the transportationsystem was
barely meeting the needs of the nation or preparing for or future
economic growth. Many roads, examples, were breaking up because
of overuse and lack of maintenance; railroads required new track
and rolling stock. Ports needed equipment and facilities, particularly
for bulk and container cargo and at many airports the national civil
airlines need supporting equipment, including provision for
instruments landings. The government planned to devote 19% of the
Eighth Five-Year Plan (1992-96) budget to transportation and
communications, upfrom the 16% o devoted the sector during the
seventh plan.
Although there is a large private-sector involvement in
transportation, government plays a large regulatory and

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

development role. The central government has ministries to handle

civil aviation, railroads, and surface transportation. Counterpart
agencies are found at the state and union territory level.Critical to
improving the entire transportation sector in the late 1990s is the
abilityof the sector to adjust to the central government’s national
reform initiatives, including privatization, deregulation and reduced
subsidies. The sector must also adjust to foreign trade expansion,
demographics pressure and increasing urbanization, technological
change and obsolescence, energy availability and environmental and
public safety concerns.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

Transportation Industry:

Each segment of the logistics & transportation industry- including air

transport, motorfreight, railroad and water transportation, logistics
provides or couriers and support services is under pressure for meeting
greater customer expectations, improving return onassets, minimizing
operating costs, optimizing capacity and promoting operational excellence.

Companies in these segments have to be at the forefront of

adopting new technologies that allow time specific delivery and electronic
tracking of cargo, for exampleIn cab mobile computer and transponders, as
well as satellites are increasingly being usedto monitor goods and vehicles
efficiently. Additionally, the increased adoption of just in time inventory
1976management by manufacturing is forcing the freight-transport
industry to reshape and meet their demands. In a rapidly changing
environment, it is imperative to ensure that IT investments help rationalize
cost and provide the intelligenceto optimize inter-model flows, both from
cargo and freight route perspective.

„‟VRL LOGISTICS AND CUSTOMER TRANSPORTATION 0F THE PROFIL‟‟

VRL transportation limited

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

2.1 Company Overview:

The Credit for the phenomenal growth of VR`L. Goes to the vision, zeal and
EFFORT of founder and Chairman Mr. Vijaya Sankeshwar, from a single truck
in, VRL has growninto a conglomerate having diversified into travel,
express cargo, Courier and power generation segments

VRL today embodies „Symbol of Service with a fleet of 4360 plus vehicles
including state of the art buses. The credit to a large extent goes to VRL for
introducing comfortablebuses at affordable rates for the common man.
The group has wide network of branches spread over the entire nation.

Mr. Vijay Sankeshwer is ably supported by his dynamic sun Mr. Anand
Sankeshwar as Managing director and a team of dedicated staff. VRL today
is the leader in the parcel transportation business in India– in fact the only
organized segment player with a clear focus on the parcel segment –and
has an extensive network of more than 1000 branches throughout the
country.

2.2 Foundation of the Company:

Name : VRL logistics limited

Registered &Adman. Office : NH4,

BangaloreRoad, VARUR, HUBLI-581207

Website:www.VRLlogistics.com

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

2.3 VISION AND

MISSION VISION:

“To become the premier company in transportation of good,

parcels, and print mediain the company.”

Mission:

“To provide highest quality services to its customers for maximum

satisfaction continuously promote teamwork and excellence in all business
and provide a good environment to our employee.”

VALUES:

 INTEGRITY
 HONESTY

 LOYALITY
 CREDIBILITY

 PUNCTUALITY

QUALITY POLICY:

We are committed to provide Quality Logistics service consistently at

reasonable priceand to continually improve the same to achieve customers
delight on sustainable basis.”

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

‘’VRL OFFICE IN HUBLI CITY’’

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

BOARD OF DIRECTORS:

Chairman and managing Director-Mr. Vijay Sankeshwar

Managing director -Mr. Anand Sankeshwar

Director (finance) & Company Security-Mr. R.P.

Raichur

Director Mr. C. Karunakar Shetty

Director Mr. Mallesh Budihal

Director Mr. R. S Hugar

Director Mr. Suresh Angadi

MARKET SIZE

VRL Group is one of the large logistics and transport companies in India (incl.
4360 vehicles, comprising 419 tourist buses and 3941 transport goods vehicles).
Limca Book of Records, mentioned it as the single largest fleet owner of
commercial vehicles in the country's private sector.

It is classified as a public limited company and is located in , Karnataka. It's

authorized share capital is INR 237.00 cr and the total paid-up capital is INR 88.34
cr. Vrl Logistics Limited's operating revenues range is Over INR 500 cr for the
financial year ending on 31 March, 2021.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

ORGANISATION CHART

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

METHOD OF SAMPLING:

The Vijayanand Travels covered almost all district Hubli and also it has its
own booking centers at hubli, savadatti, bailhongal, and ramdurg as per my
study I have concentrated on customer of VRL Travels.

3.1 SWOT ANALYSIS:

o S : STRENGTHS
o W :WEAKNESSES
o O :OPPORTUNITIS
o T :THREATS

1. STRENGTHS:

 Non-Regulated Industry.

 High entry barriers.

 The main strength of company is manpower.
 The company is financially sound the turnover of the year
Rs.27765.00lakes.
 Its effort to improve quality of option.

2. WEAKNESSES:

 Dependent on economic scenario.

 Have to face the bureaucracy

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3. OPPORTUNITIES:

 Aviation Company is moving inward private domestic air services.

 To give maximum employment opportunities in the

Karnataka state andsincere, hardworking people to build the

company’s market share.
 Backward integration.

4. THREATS:

 Economic slowdown.
 Government regulations.

 New technology.

 Increase competition in this segment industry ,due to

liberalization there isan increase in number of competitors in

last 7 days whereas company hasto fight for market share.

QUESTIONNAIRE DESIGN SERVQUAL

questionnaire (22 items) developed by Parasuraman et al. (1985) was used for
the present study. When designing the questionnaire some modifications and
adaptations were made to selected questions to make them more relevant to the
VRL transportation in Hubli-Dharwad. The questionnaires which consisted of 22
questions in five dimensions: tangibility, reliability, responsiveness, assurance
and empathy. The questionnaire has an ‘expectations’ section with 22 statements
and a ‘perceptions’ section consisting of a set of matching statements. The
statements in both the expectations and perceptions sections were grouped into
the five dimensions. A 5point Likert scale was used for the scoring system with 1
representing Strongly Disagree and 5 representing Strongly Agree.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

RESEARCH CONCEPTUAL MODEL AND HYPOTHESES

Customers hold different types of expectations about service. The level of

expectation can vary widely depending on the reference point the customer
holds. Service marketer need thorough and clear definition of expectations in
order to comprehend, measure and manage them. Sothe study measures the
expected service quality factors separately for both type of samples. The service
quality gap (i.e. gap between what customers expect to receive and their
perceptions of the service that actually is delivered) is the most critical gap.
Hence the ultimate goal in improving service quality is to close or narrow this
gap. The objective is to compare expected and perceived service quality factors
among personal and commercial vehicle users about their experience with the
servicecantery7

DATA ANALYSIS:

The post decade thought business firms everywhere a humbling lesson like
GM sears failed at marketing and today they are struggling. Each of them
failed to understand its changing market place its customer and need to
provide “customer satisfaction and value’’so nowadays this customer
satisfaction is getting more moments. Hence to study whether the
Customer of Vijayanand travels are satisfied or not, I have conducted
survey in HUBLI DHARWAD as per my survey I have collected some data.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

APPENDICES
Table1 showing the Gap analysis

AVG
SL.NO DIMENSIONS STATEMENTS EXPECTATION PERCEPTION GAP
1 Up to date equipment 3.97 2.96 -1.01
2 Visually appealing 3.87 3.42 -0.5
TANGIBILITY
3 Employees well dressed 3.63 3.44 -0.2
4 Physical facilities 3.79 3.42 -0.4
5 Physicals appear 3.9 3.51 -0.39
6 Sympathetic and reassuring 3.98 3.77 -0.8
7 RELIABILITY Dependable 3.83 3.27 -0.6
8 Service at time 3.89 3.47 -0.42
9 Keeps records accurately 3.85 3.18 -0.67
10 Performed services 3.47 3.26 -0.23
11 RESPONSIVENES Prompt service. 3.93 3.45 -0.48
12 S Willing to help customer 3.95 3.3 -0.65
13 Respond to customer request 3.96 3.28 -0.68
14 Trust Employees. 3.89 3.32 -0.57
15 Feel safe transaction. 3.89 3.11 -0.78
16 ASSURANCE Employees are polite. 4.01 3.13 -0.88
Employees get adequate
17 support. 3.93 3.14 -0.79
18 Individual attention 3.87 3.09 -0.78
19 Personal attention 3.86 3.12 -0.74
20 EMPATHY Know about their customers 3.94 3.16 -0.78
21 Best interest at heart 3.88 3.2 -0.68
22 Operating hours convenient 4.1 3.3 -0.8
TOTAL 81.5 72.3

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

Percentage:

Percentage refers to a special kind of ratio. Percentage used in making

comparison between two or more service of data percentage I have
presented data in percentage wise.The data analysis is confirmed
completely on “customer satisfaction”

In our survey, there were 24 females and 76 males out of 100 respondents.

DEMOGRAPHY INDEX
TOTAL NO. OF MALE TOTAL NO. OF FEMALE

24%

76%

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

Overall Gap For Tangibility, Reliability ,Responsiveness, Assurance And Empathy

Chart Title
TANGIBILTY RELIABILTIY
RESPONSIVENESS ASSURENCE
EMPATHY

-16%
-25%
-18%
-24%
-15%

1.TANGIBILITY:
3.97
4 2.96

0
E1
-2 P1
G1
-1.01

Series1

1 Modern equipment : The Above Diagram States About L The Customer

Opinion On VRL Equipment’s There are Expectations More Then The Perceptions
So There Is A Negative Gap

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.87
4 3.42
3

2
1
0
-1 E2
P2 -0.45
G2

Series1

2.Physical Facilities: The VRL had the equipment’s like 1) chairs 2) medical box 3)
sleeping beds others the customers expectation is more than the perception as
above data shows us customer expecting more equipment’s and there is a gap of
0.45 to fulfill the gap vrl should should bring new equipment’s with technology

3.63
4 3.44

-1 E3
P3 -0.19
G3

Series1

3. Dress code appearance: The employees of the VRL had the particular dress
code for all the work and the appearance of the employees in the bus is good
while doing the survey and data collected from the customer is helps us to
identify the expectation and the perception. As shown in the above diagram the
customer expection is more tyhen the perception and there is gap of 0.19 so the
employees have to be wear clean and ironed dress.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.79
4 3.42
3
2
1
0
-1 E4
P4 -0.37
G4

Series1

5. Matching Physical Facilities with the Type of Service Offered: The

above diagram shows that while providing the physical facility of vrl
and the expectation of the customer is more then the perception
and there is a gap of 0.37 to full fill the gap Vrl employees should be
present there in the bus and also in the in the ticket collection
segment to solve the customer needed problems

2.RELIABLITY

3.9
4 3.51

0
E5
P5 -0.39
-2 G5

Series1

5. Promises When the VRL promises to do something by a certain time that they
are trying to fulfill that by 3.51%. Yet they have negative gap of 0.39%

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.98
4
3.17
3
2
1
0
-1 E6
P6
G6
-0.81

Series1

6. Sympathetic and Reassuring: Assurance and sympathy The above

diagram is about assurance and sympathy towards the customers. The
perception of a customer is less than the expectation. And there is a
gap of -0.81.so the VRL is almost trying to reach their assurance given
to their customers. To fulfill the gap the employees should be very glad
and coordinate to the customer and they have to solve the problem in
smooth manner

3.83
4 3.27
3
2
1
0
-1 E7
P7 -0.56
G7

Series1

7 Dependability.Vrl is not dependable in the organization sector and it is private

owned company and customer point of u the vrl is dependable on the customer
as per customer point of the expectation is more than the perception and there
is the gap of 0.56 and to fulfill the gap of the customer the vrl should not be more
dependable on the customer

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.89
4 3.47
3
2
1
0
-1 E8 -0.42
P8
G8
Series1

8. Maintenance of time: Maintenance of the bus and the mainatainnace of the

office of the vrl is good and while taking the survey details of the customer the
expectation of the customer is more then the perception of the customer and
there is a gap of -0.42 and to full its gap the bus timing and the maintainance of
the bus and office should be on time.
3.85
4 3.18
3
2
1
0
-1 E9
P9
G9
-0.67

Series1

9. Maintenance of records Vrl is maintaining the good records as we have seened

there. and the customer point of u the expectation is high and there is a gap of -
0.67. To fulfill the gap employee should kept their files accurately and they have
to maintain accurate day to day transaction with customer.

3.RESPONSIVENESS

4 3.47
3.26
3
2
1
0
-1 E10 -0.23
P10
G10
Series1

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

10 Perfect Communication: above diagram state the expectation and the

perception of the customers towards service providence as per customer point of
u they expectating valuable and the quick service from the vrl as shown in the
above diagram there is a gap of 0.23 and to fulfill the gap the vrl they should
provide there service on time and fulfill the need of the customer accurate time.

3.93
4 3.45

0
E11
-2 P11 -0.48
G11

Series1

11 Prompt Services.This is related to the prompt and the fair service of the vrl
and in the prompt service as per customer point of u the expectation is more
than the perception to fulfill their gap of 0.48 the vrl should provide the true and
the customer satisfaction service.

3.95
4 3.3

0
E12
-2 P12
G12
-0.65

Series1
.

12 Employees’ Willingness:This above diagram state the expectation and the

perception of the customer towards vrl helping nature and here the expectation
of the customer is more than the perception and the customers are not satisfied
with the solvation of the customer problem and there is gap of 0.65 to fulfill the
gap the customer should be solve the problems as soon as possible and answer
them in smooth manner.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.96
4 3.28
3
2
1
0
-1 E13
P13
Series1 G13
-0.68

13 Employees’ responsiveness: This diagram shown about the VRL respond

towards customer requests as per customer point of view the expectation is
more than the perception customer expect accurate respond from the vrl and
there is gap of 0.68 and to fulfill the gap the vrl should provide the on time
service and respond to the customer questionarries.

4. ASSURENCE

3.89
4 3.32

0
E14
-2 P14 -0.57
G14

Series1

14. Trustworthiness of employees: The above diagram is related to customer’s

trusts on employees of Vrl as per customer point of view they are having more
expectation towards the trust on employees of vrl and as above mentioned
diagram shows that there is a gap of 0.57 and to fulfill that gap the vrl employees
should maintain true and fair transactions

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.89
4 3.11

0
E15
-2 P15 -0.78
G15

Series1

15. Safety in Transaction:-The above diagram is related to at what level

customers are feeling safe in their transactions with VRL employees. As per
customer point of view the expectation is more than the perception and there is
a gap of 0.78 to full fill that gap the employees of vrl should include few more
safty measure like booking and cancellation of ticket with low charge

6 4.01
4 3.13
2
0
-2 E16
P16 -0.88
G16

Series1

16. Politeness: The above diagram is related to politeness of VRL employees. It

means how much humble they are towards the customers. As per customer point
of view the expectation is more than the perception so there is a gap of 0.88. to
fulfill this gap the employees should show kindness towards the customer and
provide good response to the customer when there is a need

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.93
4 3.14

0
E17 P17
-2 -0.79
G17

Series1
.

17.support from VRL The above diagram is about at what level the employees of
VRL get adequate support from VRL to do their jobs. As per the survey the
employees had more expectation then the perception so there is a gap of 0.79 to
fulfill this gap the vrl company show some more concern and provide additional
benefits, support to improve their work efficiency and standard of living.

3.87
5 3.09

0
E18 P18 -0.78
-5 G18

Series1

18.. Individual attention: The above diagram is related to individual attention by

VRL employees. As per our survey the vrl employees maintaining good individual
attention towards customers. Yet to there is a gap of 0.78.to full fill that gap the
vrl employees should be physically present at office and in the travelling bus to
understand the customer problem and solve any individual issues in an addiquate
manner.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.86
4 3.12

0
E19
-2 P19 -0.74
G19

Series1

5. EMPATHY
19. Personal attention: The above diagram is related to personal attention to
customers by VRL. It includes to what extent vrl is showing personal attensions
like providing safety seating facility to single lady travelling in bus. Vrl is showing
good personal attension towards their customers. But there is gap of 0.74. To
avoid this gap, vrl should try to show increased attension towards their
customers.

3.94
4 3.16

0
E20 P20
-2 -0.78
G20

Series1

20. Understanding of Customer Needs:The above diagram is about at what

degree employees are need to know what are the needs of customers. 3.16
degree customers are saying that employees are know well about the needs and
3.94 customers are saying employees should know little more about customer’s
needs. The gap is 0.78. The customers are expecting that employees should know
few more customer needs like extra safety, less charges for emergency
cancellation of booked tickets.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

3.88
4 3.2

2
-0.68
0
E21
-2 P21
G21

Series1

21. Customers’ best interest at heart: The above diagram is related to at what
rate the customers are having best interest at their heart about VRL employees.at
the rating 3.2, in customers heart the employees of VRL perceived good opinion.
And at the rating 3.88, customers are expecting more. And the gap is 0.68. to
fulfill that gap vrl employees should deal with more concern, kind heartely with
customers.

5 4.09
4 3.25
3
2
1
0
-1 E22
P22
-0.84
G22
Series1
.

22. Operating hours:The above diagram is related to how the operating hours are
convenient to all their customers. As per our survey, employees of the vrl are
expecting more operating hours then there perception and there is a gap of 0.84
to fulfill that gap the vrl company should know the customer opinion towards the
operating ours on the basis of that they should maintain operating hours in the
company.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

Dependence between quality, satisfaction and profitabilityCharacteristics of a

Service

Tangibles:
1. Bus stop is interactive.
2. Bus stop is equipped with modern facility
3. The buses have spacious seats for users
4. The environment inside the bus is clean
5. The driver is well dressed and neat.

Assurance:
1. Food should be delivered on time to time.
2. When staff of the institutions promises to do something by a certain time, they
should do it.
3. They should maintain book records of passengers separate and delivery
records separate in systematic manner.

Responsiveness:
1. They should solve the customer problems as soon as possible.
2. Employees should maintain their dress code adequately
3. Driver and the employees should maintain clean in the bus.
4. Employees of vrl should give adequate answers to the customer questionaries’.
5. they should maintain accurate bus timing.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

Reliability:
1. Customer should be able to trust staff of the vrl
2. Customer should feel safely in the travling
3. Customer should able to feel safe while making the transactions with VRL
employees.

Empathy:
1. Employees should be polite during customer booking .
2. Employees should be polite during housekeeping process.
3. Employees or workers behavior should be very polite to customers.
4. Employees should be cooperative with customer.
5. Customer should expect employees to know what they need from them.
6. Customer should expect employees to give them their personal attention.

Performance matrix

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

SCATTER DIAGRAM

0
G1
G2
G3
G4
G5
G6
G7
G8
G9
G10
G11
G12
G13
G14
G15
G16
G17
G18
G19
G20
G21
G22
-20 -19
-23

-40 -37 -39

-45 -42
-48
-56 -57 Series1
-60
-67 -65 -68 -68
-74
-80 -81 -78 -79 -78 -78
-84
-88
-100 -101

-120

While making the survey of 100 people we get to know that the data which is
collected from the valuable customer from the vijeyananda road lines limited
they have sincerely given their opinion towards expectation and perception of
22 questions which are related to giving service. And the customers perception
and expectations are low. There is a gap of certain numbers to recover that
gaps which are shown in the above diagram , The VRL should provide
customer expected service and the employees should co-operate with
customers while answering the questions of 5 dimensions -tangibility,
reliability, responsiveness, assurance, empathy.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

0
0 5 10 15 20 25
-20 -19
-23

-40 -37-39
-45 -42
-48
-56 -57
-60 Series1
-67 -65-68 -68
-74
-80 -81 -78 -79-78 -78
-84
-88
-100 -101

-120

0
G1 G3 G5 G7 G9 G11 G13 G15 G17 G19 G21
-20
-19
-23
-40
-37-39
-45 -42
-48
-60 -56 Series1
-57
-67 -65-68 -68
-80 -74
-81 -78 -79-78 -78
-84
-88
-100
-101
-120

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

G1
G2
G3
-45 -19
-84 -101 G4
-68 -37 G5
G6
-78 -39 G7
G8
-74 G9
-81
G10
G11
-78 -56 G12
-42 G13
-79 G14
-67 G15
G16
-88 G17
-48
-23 G18
-78 -65
-57 -68 G19
G20
G21
G22

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

FINDINGS:

 Analysed data reaching time round 60% of people satisfied with VRL.

 From data it is revealed that around 75% people go for bus.

 About 80% of Customer are satisfied with friendly and attitude of

booking officersand other persons.

 It is found from the above graph that 60% of people are strongly

satisfied and 2%of the people are dissatisfied with working hours of
booking centers.
 As for as friendliness and attitudinizes of booking officers is

concerned 70% to90% of customer satisfied because in Indi only two

booking centers are available.
 A hubli dhrvad travel is service motive organization.

 Vijayananda travels maintain its day to day transaction on the books

or record orkept manually that influences its business activity.

 Communications is made through phone and internet facility.

 It is having the more network branches in Karnataka, Tamilnadu, and

Maharashtra

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

SUGGESTIONS:

Following suggestions should be taken into considerations in regarding to VRL

Company.

a. The company must improve its current service facilities.

b. The company must introduce more new buses, as present bus

are so mushtechnologically advanced.

c. The company should introduce its service in new routes also.

d. The retain the employees by providing them incentives as to

motivate andencourage for their contributions.

e. The should be physically available for there customer to solve

there problem

f. They should use the new technology for the improvement of

the bus

g. They should provide all payment option to the customer

(google pay phone pay amazon pay paytm etc)

h. They should provide food facility to the travelling customer

i. They should answer the questionaries of the customer related

to the timing of the bus as soon as possible on time

j. They should maintain cleaness in the bus

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

RECOMMENDATIONS:

As per my study I have decided to give some recommendation which will

help in future development as well as need to satisfaction of Customers.
The following are the recommendation to Vijayanand travels.

Publish a precise and conically a prospectus for travels which contains the
information like destination, timing, rate smutted, booking centers and
there address for particular city.This step take as an advertisements and
people think more about travels.

Open an own suppurate “intermit web site” about VRL Road lines and all
division whichwill be help to tourist, manufacturing industry, Suppliers and
others customers to access the information technology. Because people
now days very interesting in information technology this step adds to
believeness of industry.

As per my study 2% passengers says for business persons set timing which
will help themreach their destination. For EX: Hubbali to Belagavi the
timing is 11:30 PM which will reach at 5am at morning, most of the people
reach their destination at 9pm or 10am.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

CONCLUSION:

Based on overall study of the company the financial position of the

company is sound. Vijayanand Travels is one of the nationally renowned
and Transport Company is south India. The company is having the very
good brand image in the customer mind. And it ismarketing its products
under the brand name of “VRL”. The employees in Vijayanand Travels are
hardworking and dedicated. The company has increasing profit and net
worth.Thus company performs nicely since from birth. All the departments
play a vital role in every organization. The overall study that emerges in
this has maintained well and efficient depasrtment in the management. It’s
all sections are working efficiently, and the enter deportment is well
systematic.

In the course of study I have not only acquired theoretical knowledge but
also practical knowledge in this firm. I conclude that all the deportment
functions should have modern techniques towards other departments.

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD

 Study on Customer Satisfaction towards Vijayanand Transportation

5.2 BIBLIOGRAPHY

REFRENCE ARTICLE:
DR. Ramanjaneyalu
Available on at http;//www.journalcra.com

BOOKS:

Marketing Management:V.S.

RamaswamyThird editionMacmillan India ltd.

Business research methods

O.R. Krishnaswamy

B. G. Satyaprasad Third edition

Himalaya Publication House

WEB Sites:

 www.VRLlogistic.com

 www.scribd.com

 www.google.com

KOUSALI INSTITUTE OF MANAGEMENT STUDIES DHARWAD