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PROJECT REPORT ON MANAGEMENT OF CIT SERVICE BUS A Case Study of SREE ANJALI MTOORS, SHIMOGA Submitted by: Mr. Amruth Raj, S.R. under the guidance of Mr. T.D. Nagraj M.com Department of Commerce ATNCC Shivamogga Submited in the partial fulfillment of he requirement for the award of the Degree in BACHELOR OF BUSINESS MANAGEMENT ACHARYA TULSI NATIONAL COLLEGE OF COMMERCE HSIMOGA -577201 2011-12

Dedicated to My Adorable Teacher

CHATPER-1 INTRODUCTION SCOPE OF THE STUDY OBJECIVES OF THE STUDY LIMITATIONS OF THE STUDY METHODOLOG USED

INTRODUCITON In the modern world, in each and every business there is competition. This competition has changed the concept of market from producer oriented marketing to consumer oriented marketing. Today consumer is the ke factor around which all the activities of marketing are centered. In such a situation, all marketers will try to understand what are demanded by the consumers, and whether his goods or services already exist in the market satisfying the consumer or not. For this purpose, the surveys are conducted and on that basis reports are made, which help the marketer to analyze the attitudes of the consumer and their preferences. According to the analysis, he changes his products or services. This project has been oriented towards analyzing the preferences of travelers towards the services of cit buses in general and the attitudes towards Sree Geethanjali Motors in particular. However, this project report is based on different aspects like, marketing of services, transportation background, and the primary data dealing with the perceptions of travelers in cit buses towards Sree Geethanjali Motors. The analysis has

been made by using statistical tools like; tables, percentages and diagrants and the suggestions have given for improvement in services. SCOPE OF THE STUDY: The scope of the survey undertaken for the purpose of preparing this project report is wider to some extent. For studying the behaviour of the passengers of city buses of Shimoga. Each and ever area of the city has been covered. The areas in wich the survey has been undertaken are: Vinobanagar, Ravindra nagar, Rajendra nagar,Durgigudi, Jain road,Gopalagowda exptension, Tilak nagar, Park Extension, Gandhi nagar, B.H.Road, Gandhi Bazar, Bus Stand, Old Shimog areas, (i.e. B.B.Street, Kote Road, S.P.M.Road, K.R. Puram etc_ Vidyanagar, Indira nagar etc OBJECTIVES OF THE SUTDY: Following are the objectives of preparing this Project Report To full fill the partial requirement of B.B.M. Degree To study the market conditions of service marketers To study the transportation in general

To study the management process of transportation organizatio To study the passengers attitude towards Sree Geethanjali Motors buses to analyze the passengerss preferences and demands expected from the Sree Geethanjali Motors To study how the Sree Geethanjali Motors. is working To study the problems ofSree Geethanjali Motors LIMITATIONS OF THE STUDY The study conducted for the purpose of preparing this project report has some limitations they are: 1 Each and every person of the city has not been contacted. 2. The perception about Sree Geethanjali Motors. has not been collected from all the passengers of Sree Geethanjali Motors. 3. On random basis the persons have been chosen and the obtained response from them. METHODOLOGY USED For carrying our this report both primary data and Secondary data have been used. For studying the marketing of services, transport management and general transportation, the secondary data has been used. Marketing management by Sherlekar, commercial geography and other published books are the sources of secondary data used here. For studying the profile of the organizaiton the owner had been contacted and obtained all the data available with him. For the purpose of analyzing passengers attitude the primary data has been used through survey technique. For the surfs, the structured questionnaires have been issued to the respondents on random basis through direct contact and necessary informations have been obtained from them.

CHAPTER-2 MARKETING OF SERVICES NATURE AND SCOPE OF SERVICE MARKETING CONCEPT GROWTH OF SERVICE MARKETS CLASSIFICATION OF SERVICES Consumer Services Transport service Industrial Services Features of Service PROBLEMS OF SERVICE ORGANISATION DETERMINING OF SERFICE QUALITY MARKETING MIX FOR SERVICE MARKETING SERVICING QUALITY MODEL

MARKETING OF SERVCIE Nature and Scope of Service Today we live in a service economy, the shifts has now been from manufacturing the service. In developed countries, service account for around 75% and 70% of the G.N.P capital is from services. Service is no longer an industrial by-product. It has become a powerful economic engine in its own right. The growth in the economy is in services, where the jobs are and the energy is. Service jobs are provided in service industries like, banks, insurance, advertisers, medical staff, teaching staff, trainers, consultants etc. In the service business we have Government sector. Private non-Profit sectors and business sector offering wide varied of specialized services. The American marketing defines service as activities, benefits or satisfactions which are offered for sale or provided in connection with the sale of goods. The marketing of services offered for sale usually does not include the sale of goods to the customers.

Such services are intangible in nature ie. they are not concrete objects which can be seen, felt moved and so on. There is regular market for such services. They may be labour services or personal services or professional services or institutional services like transport service. when a customer buyer a service he buyer the time, knowledge, skill or resources of the provider of service. The buyer receives satisfaction or benefits from the activities of the provider. Marketing Concept: Under the marketing concept, a marketer adopts consumer oriented attitude viz, the creation of customer (or client) satisfaction through the provison of services. Carefully developed in response to the customer needs and wants. Profit is now regrded as a reward for creating a satisfied customer. A business that applies consumer oriented marketing approach, centers all plans, policies, programmes and operations on consumer needs. Market segmentation and market demand identification receive great emphasis.

Growth of service Markets In the context of marketing of services, the marketing means the creation and delivery of customer-satisfying services at a profit to the provider of services. The role of customer satisfying services assumes unique importance to the customer-oriented marketing approach. It is very important in sale of services to customers, that the customers be satisfied, that their needs and wants be fulfilled by the provider of service. Since 1960 services of infinite variety have grown up in importance. Ina ubyers market, no organization can survive long if it fails to recognise the significance of customer service and satisfaction. A business can earn profit only through customer service and satisfaction. This is true to service marketing as well as marketing of goods with services. Classification of Services: Services can be classified broadl in to 2 categories 1. Consumer market oriented services 2. Business market oriented services;.

Consumer Services: Following are some of the services sold to the consumer a. b. c. d. e. f. g. h. i. Food services Hotels and motels Personal care service Car service firms (Garaeg) Entertainment services Communicaiton service Insurance service Financial service Transport service.

Transport Service (We shall a brief discuss on it) Railways, buses, ships and aeroplanes provide transport services for moving people and aeroplanes provide transport services for moving people and goods. Fsster growth has taken place in air transport. A person can have round-the-world tirp inone fortnight. Air transport has become very popular in international tourism.

Industrial Services: To felicitate the process of production many services like; finance and marketing are offered in the industrial market. Manufacturers, wholesalers and retailers bought and sold services along with goods in the conduct of their business. Industry wants the services of transport. storage, finance, insurance and communication as they facilitate the business operations. Folloiwng are some of the important industrial services. a. b. c. d. e. f. g. Financial service Insurance Service Transport and warehousing service Engineering service Advertising and promotion service Office service Management constancy

Features of Service: The peculiar characteristics of services crate challenges and opportunities to the service marketers. They are as follows;

1. 2. 3. 4. 5. 6.

Perishability Changing demand Intangibility Insepraability Heterogeneity Pricing of services.

Problems of service organization: Following are some of the typical problems to be faced by the marketed of services. 1. Sale, Production and consumption of a service takes place almost simultaneously. 2. A service canot be centrally, produced, inspected, stockpiled and warehoused. It is delivered whereever the consumer is, by the people who are beyond the immediately influence of the management. 3. A service cannot be demonstrated, nor can a sample be sent for customer approval or trial in advance of purchase. The provider of service can explain, promise and tell how the

service has benefited other, but for the prospective customer service does not exist. 4. The importance of word of mouth (views0 expressed by customers, his impression about us, his or her belief in what people seek about us in an important factor i ndeciding whether or not he or she will avail of our services and do business with us. 5. A service is frequently an experience that cannot be shared, passed around of given away to some one else once it is delivered. Hence, every time there is an interaction, the customer goes back not merely satisfied but also delighted. 6. The customers perception of service quality is more directly linked to the morale, motivation, knowledge, skills and authority of the frontline staff of any service organization. 7. The receivers expectations are critical to his or her satisfaction with the service. What he of she gets compared and contrasted to what he or she expects go et, determines customer satisfactions. Determining of Service quality The criteria usually used by customers are:

1. The service is easily available convenient times and places without waiting beyond a reasonable time. 2. The marketers describe the service offered preferably in the customers language. This will assure effective communication and promotion. 3. The management through internal marketing creates a favourable environment of voluntary employee support and incentives for good performance of service to all deserving employees. The front-line employees interacting with customers must be trained. They must have the requisite skill and knowledge. They must be responsive, friendly, Considerable and respectful in their dealings with customers. Courtesy plays a rich dividend. 4. The employees of a service firm should assure consistency and accuracy in their jobs. They must have customers best interest at heart. The firms and its employees must build up credibility and goodwill so that customers can act as talking advertisement among their friends and relations. 5. If the employees morale is high, understanding and knowing or even anticipating customer needs and desires will be easier and customer expectations can be fulfilled.

6. Well-managed service firms firmly believe in perfect positive CHATPER-1 INTRODUCTION SCOPE OF THE STUDY OBJECIVES OF THE STUDY LIMITATIONS OF THE STUDY METHODOLOG USED

INTRODUCITON

6. Well-managed service firms firmly believe in perfect positive correlation between employee relations and customer relations. Only satisfied and delighted employees can guarantee satisfaction and delight to the customers. Hence management must regular audit employees satisfaction with their jobs. Job satisfaction is the master key of customer satisfaction. Marketing mix for service marketing: Under the broader product concept we have two elements: 1. Product component 2. Service component. When marketers take about a product they have in mind the phys9ical product plus accompanying services, plus expected benefits or satisfactions. It is said that a product is really a bundle of expectations. Thus, under this concept marketers merchandise customer benefits and service. Therefore, a product may be a service or physical, tangible object to be sold at a profit must fill in consumer needs and desires i.e. consumer satisfaction. Both demand customers oriented marketing.

approach. Both have similar ingredients in the marketing mix. Marketing planning and strategy involve similar techniques in the sale of product or service. A service industry is also required to formulate it smarket oriented plans and programmes involving product i.e. service planning, pricing, promotion and distribution. This is similar to the product mix. We need market segmentation and differentiation for marketing of services. Thus, the entire process of marketing is common and similar in the marketing of goods or services. Service Quality Model Gronoos model is an important contribution to the marketing strategy; in service marketing. He has added people as the 5th P in the marketing mix for service. People includes internal marketing and external marketing and interacting marketing. Internal marketing deals with training and motivation of internal customers i.e. employees. Service Quality Model: Gronoos model is an important contribution to the marketing strategy; in service marketing. He has added people as the 5th P in the marketing mix for service. People includes internal marketing and external marketing and interacting marketing. Internal marketing deals with training and motivation of internal customers i.e. employees.

External marketing concentrates on preparation, pricing, promotion and physical distributed of service, usual 4 Ps marketing mix. Interactive marketing tools after best relations and interaction between employees and customers. We must note that service quality is entangled with the service deliver. Here we want employees skill in handling customer contacts. Best communication can build a bridge of understanding between employees and customers. All service marketers give special attention to the 5th P for service organization. Human relations have a unique role in service firms.

CHAPTER-3 A STUDY OF TRANSPORTATON IN GENERAL ELEMENTS OF TRANSPORT IMPORTANCE OF TRANSPORT ESSENTIALS OF AN EFFICIENT TRANSPORT SYSTEM TRANSPORT FUNCTIONS FORMS OF TRANSPORT ROAD TRANSPORT TRANSPORT OF INDIA IMPORTANT FORMS OF TRANSPORT IN INDIA IMPORTANCE OF ROAD WAYS IN INDIA BVS TRANSPORT

TRANSPORTATON The term transport is derived from 2 Latin words Trans and Portare. Here trans means across of the other side, and portare means to carry. So transport literally means to carry; to the other side from one place to another. In other words it refers to the movement or conveyance of goods and persons from one place to another. Elements of transport Transport comprises many elements various elements of transport are: 1. 2. 3. 4. Way or route Vehicle Motive power Terminals

1) Way or Route: Way refers to the trank on which the vehicles move. In other wards it refers to the route followed by the vehicles in the movement of goods. Tracks or route is absolutely necessary for every form of transport. The way or route may be pathway.

roadway, railway, waterway, or airway. The way may be natural or artificial 2) Vehicle: Mere way or track is not enough for the movement of goods or persons. Some form of vehicles are absolutely necessary; to complete transportation. Because, goods or persons are carried on the track or route only by some form of vehicle. 3) Motive Power: Beside track and vehicle, there should be some motive power. For the successful operation of transport service there is the requirement of power. Because the vehicles cannot be moved on track or route without motive power. The motive power may be human energy animal power, coal, steam, petroleum products, electricity, or solar power. 4) Terminals: Terminals refer to the place from where the vehicle starts to move and where the vehicle ends its transport. Except in case of roadways, in all other forms of transport terminals are essential. This is because the vehicle runs only between two terminals. Railway stations are the terminals incase of railway transport.

ports are the terminals in the case of ship or water transport and the airports are the terminals incase of air transport. Importance of transport: Transport plays a vital role in the economic development of every county. It has been rightly said that if agriculture and industry are the body and bones of a natural organism, transport and communication are nerves. Transport lies route for the whole marketing process. Assembling of raw-materials at the centers of production and the distribution of finisehd goods to the ultimate consumers are done only through transportation. From production to final consumption of a product requires transportation. Transportation provides place and time utility to a product. Transportation make goods available at the place where they are needed. And also make them available at the time when. They are demanded by human beings i.e. customers. In fact much of the value added to the goods by marketing the transportation smoothers the marketing process

Transport is not only concerned with the movement of goods and persons from one place to another, but also contributes to the social and cultural advancement of the country. It has been rightly said, the moving wheels (transportation0 have made the civilization. In short transport is the key; to the economic, political, and social progress of every country. Transportation takes us where we want to go and brings for us, nearly every thing we eat, wear, and use in our daily life. Airlines pass through the sky carrying passengers. They create link between the countries. Trains run across teh countrysiide carrying both passengers and all type of products or goods. Automobiles, buses and all type of product or goods. Automobiles, buses and huge truck run along the streets, roads and highway carrying passengers and goods for shorter distance where there is rule of train facilities. Ships steam across oceans and along lakes and rivers. They provide for foreign trade by carrying bulky and heavy goods from one country to another. Without transportation our modern society could not exist. We would not have no metals, no coal, nor would have any

products made by using these materials. Besides we would have to spend most of our time for raising foods and other necessaries of life. And food, would be limited to the kinds that could grow in the climate and soil of our own and neighbour only. Further, if the patient lives on an isolaed place, the transport enables them to make cured. Transport enables the completion of national and international sport contests. In times of disaster, transportation can rush aid to the persons striken by floods, famines and earthquakes. In the present situation the transportation is as electricity. It is possible to reach the places whereever it may; within a short plaid because of well-developed modern science and technology, which will invest tremendous speed in transportation system. Within a few hours, we can reach any part of the world from modern transport system. As a present situation, without transportation our daily activitys are impossbile. So transportation is one of the main serving function of the nation. Essentials of an Efficient Transport System No doubt, that the transport has various benefits. But they can be enjoyed by a nation if the transport system is efficient.

Following are some of the important essential features of an efficient transport system. 1. Low service cost. The cost of transport must be as low as possible. Low cost of transport contributes to the competitive efficienc of an enterprise, which is must in these days of cutthroat competition 2. Service Speed: \ Speed of service is very important in the movement of persons and goods particularly perishable goods. In fact it is the speed of service that provides time utility to the goods. 3. Service regularity: The usefulness of transport service can be availed when it is regular. Service regularity is an essential factor in transport. 4. Service Flexibility: An efficient transport systems must be flexible In other words, the transport service should be available from any part of a country. 5. Safety in movements: There should be ssafety in the movement of goods and services. I nother words, the transport system should ensure the safety of passgers and goods.

Transport functions Transport perform different functions in different areas. 1. Transport widens the market for goods by facilitating the movement of goods form one place to another. 2. Transport helps agiruclture development by facilitating the movement of seeds, chemicals, fertilizers, pesticides and insecticidees and mahciner to agriculture fields. Thus, it had contributed to the commercialization of agriculture. 3. Transport helps the industrial development of a country. It helps the regular and prompt movement of raw-material, fuels and labour to the factors. It also facilititates the movement of finished products from production centers to the marketing centers or consumption places. This, it leads to industrial develoopment. 4. Transport contributes to the develpoment of mining petrol industry, and so on. 5. By developing the agriculure and industry, the transport contributes to the developing of the economy of a country.

6. By widening the market for goods, the transportation facilitates largescale produciton. 7. Transport contributes to the territorial and geographical division of labour. This division of laobur is responsible for national and international trade. 8. Transport helps in decentralization and diversification of industry which inturn contributes to the balanced regional development of a nation. 9. Transport contributes to the development of towns, cities and parts. Hence the balanced regional development is possible. 10.Transport provides employment opportunity both directly and indirectly to millions of people. 11.By facilitating redistribution of population, the transport helps in the reduction of pressure of population to some extent. 12.Transport promotes culture development and tourism by providing link between different parts of the world. 13.Transport contributes to the national unity. 14.Transport contributes to the efficient administration of a counry.

15.Transport provides vital link between developed countries and underdeveloped countries, and enables the under developed countries to develop economically. Forms of Transport Transport system can be broadly classified into three categories. They ae: 1. Land Transport 2. Water Transport 3. Air Transport 1. Land Trnnsport. It can be divided into 4 types 1. Human porter 2. Pack animals. b. Roadways c. Tramways d. Railways 2. Water Transport It can be divided as below: a) Inland water way:

a. Canals b. Lakes c. River B) Ocen or Marine Transport a. Coastal Transport b. Overseas Transport. h. Liners i. Tramp 3. Air Transport: This form of transport is of recent origin. The main feature of this type of transport is speed and is theefore suited for passenger traffic. However it is costly and is for away from a common man. It can be classified as below: a. Special or chartered flights b. Regular Airlines.

Road Transport: Road is an important division of land transport under this category the vehicles are used to carry the goods as well as passengers thorugh roads. The roadways can be subdividied into the folloiwng. 1. Draught animals or animals drawn vehicles 2. Motor vehicle like; cars, trucks, buses, etc. Motor Transport: Motor Transport refers to the movement of goods and people on roads through motor vehicles like; lorries or trucks, buses, cars, two wheelers and three wheelers. In fact the motor transport is itself popularly known as road transport. Advantages of Road Transport. Road transport plays a vital role in the developing of a country economically, socially as well a culturally. Following are some of the important advantages of road transportaiotn. a. Every part of a country can be reached by road transport.

b. Door-Door delivery of goods can be easily effeced through road transport. c. It is convenient for short distance traffic and light articles d. it is speeder than type of transportation over a short distance. e. As the road vehicles are small and compact they can get goods early: f. In case of road transport goods can be collected directly from vendors and can be delivered directly to the receivers easily without an transshipment. g. Road transport is flexible because the vehicles used in road transport directions and conect different places. h. The cost of operation of road vehicles is comparativel lesser than trains and air vehicles i. Road transport supply feed to other mode of transport vehicles like railway, waterways and airways. j. It is very useful for the quick movement of perishable articles over a short distance.

Road transport will access to the rural areas and hilly regions. which ae very difficult to access by railway or airway or waterways. k. The development of culture and cifvilizaiton is possible by road ways. l. The road transport contributes to the effective administration of a countr by facilitating the quick movement of police, arms etc, in time of political disturbance. m. Road ways helps the defence of a country by faiclitating te movemen tof troops, arms and amenities in the time of war. n. Road ways will give employment to millions of people both directly and indireclty. o. Road transport is an important source of revenue to the government. p. Road ways contributes to the development of agriculture by facilitating the movement of seed, pesticides and fertilizers to agricultural land and movement of agricultural products to the market and to the consumers. q. Road ways helps in the development of industries by facilitating the movement of raw-materials to the factory and

finished products to the market and to the prospect i.e. final consumer.
r. By facilitating the development of agriculture and industry the road

transport contributes to the total economic development of a nation. s. Road transport facilitates the efficient of allocation of resources of a nation from the place where are available to the place of their requirement. Disadvantages of Road Transport The road transport suffers from certain drawbacks. They are. 1. It is not suitable for the movement of bulky and heavy articles over long distance. 2. Its carrying capacity is limited 3. In road transport goods on transit or exposed to sun, rains, winds etc. 4. Road transport is less dependable as the chance of breakdown of vehicles is frequent

5. Some items in rainy seasons unsurfaced roads become unfit for transport. 6. Road transport is not regular, as it does not run to scheduled timings. 7. It is more risky than railway transport. 8. In the case of road transport rates are not standardized and stablized 9. It is subject to frequent loading and unloading operations. 10.It is costly. 11.Its speed is limited. Transport of India Need for adequate transport system in India. An adequate efficient and cheap transport system is essential for India for the following reasons. 1. India is a huge big country with compare to other neighobur countries. She has long distance to be covered by an adequate transport systems. 2. Transportation is to be serve the huge populated India.

3. The vast national resources of the country remain un explited because of inadequate transport systems. 4. The country has the accessible position by the efficient system. 5. The external or foreign trade of the country is still in the primitive stage because of the absence of well-developed transport systems. 6. a substantial portion of the industrial resources of the country remain unutilized on account of the absence of cheap transport, required for the movement of raw-materials and finiished goods. 7. The country needs an efficient transport system for the efficient administraion, promotion of national integration and defense of the country. Important forms of transport in Idia Almost all varieties of transportation means are being used in India. like; animal s, roadways, railways inland waterways, ocean or marine transport and air transport.

Importance of Road ways in India Road transport play a vital role in the economic development of India. It is a very; important means of transportation in India. Following are the reasons that are responsible for making road transport a very imortant form of transportation in India. 1. India is a country of villages, which are not only scattered but also isolated they can be connected with one another only by road ways. 2. Agriculture is the backbone of India. Agricultural development is possible if the rural areas are connected with towns and cities it can be possible only by roadways. 3. Cottage and small-scale industries can be developed in rural areas only with the help of road transport. 4. Expolitation of forest resources of India is possible only by roadways 5. Hilly regions of the country can be connected and developed only with the provision adequate road transport system.

6. Roadways are the feeders for railways and the road transport will give more employment opportunities to lakhs of people which interm reduces the burden of unemployment. 7. Roadways carry about 20% of goods traffic and 30% of passengers traffic.

Bus transport: After the industrial revolution, motor transport has been increased in the world. In the modern days motor transport has become a popular means of transport. Bus transport is one of the means of motor transport. Buses carry peoples from one place to another and also luggage of te passengers. usually tar roads are used by buses to run. Importance: Buses are the Conveyer builders of nation. Bus transport is of vital importance for the movement of passengers. All the movement of passengers area begins as well as end by taking the help of buses. Buses are used for multipurpose activities. It provides maximum social advantages without spending huge amount of money. The poor as well as rich people can use the buses. Bus transport is very necessary for the community

development. Buses are the best means of transport to creae demand for the industrial goods. A network of buses is essential for the transportation of passengers.Bus transport is important for the economic develoment of an under developed and developing countries. Bus transport is a branch of road transport. It functions as a feeder, for railways, airways and waterways where people are to be move a distance. Thus, it is a link between other means of transportation of passengers. It plays a significant r ein bringing about social, political and economic development of a country Merits of Bus Transport: 1. Quicker: Through bus transport, quick movement of passengers at any place is possible. It is a great adventure to the people. This type of advantage is not offered by any other means of transport. it is worthy to be noted here that, the passengers are go and come at a quicker time. 2. Flexible: Bus transport is flexible than any other means of passenger transport. It is not fixed. The passenger can be picked up at any

place at any time. Also any one passenger can step down from the vehicle i.e. bus at any time and place he want. 3. Less Costly; The cost of maintenance of buses is lower that of other means of passengers transport say trains air vehicles or ships. Hence, bus transport involves less capital investments in terms of both time and money. It is less costly and cheaper for passengers. 4. Safety: Bus transport is safet whe ncompared to other means of passengers transport. For shorter distance it is less expensive. 5. Wider coverage: Buses cover wider area than that of other passenger transportation means. :Buses cover the area, which cannot be covered by other transport means. Even i nhilly regions the buses can be used. 6. provide wide market: People can reach the market through buses and perform the activities of buying and selling of goods, which would not be

transported by railways. Thus, bus transport widens the market for industrial products as well as agricultural produces. 7. Part of defense; The extensive use of buses is necessary, for modern defense of a nation. For the movement of the army and their equipment (arms),buses are necessary. It is also necessary to maintain law and order within the country. 8.. Serve the rural areas: Network of bus transport help the people of rural area and bring them to the door of development. 9. Source of Employment: Bus transport provides opportunity of employment to both skilled & unskilled worker. It gives employment to millions of people in the form of engineers, drivers, conductors, cleaners, office workers, mechanics etc. Thus, if will help to reduce the problem of unemployment. Intern it will help economic development of the country.

10. Less overhead expenses: Compared to other means of passenger transport, overhead expenses are less in bus transport. Demerits: 1. Unsuitable for long distance: Its capacity of undertaking long journey is limited. It is not suitable for long distance. The Indian roads add their gift to this problem 2. Unsuitable for bulk goods: Bus transport is specially meant for transportation of passenger. Along with passenger they cary the goods of light weight. Bulky & heavy goods are not carried through buses. 3. Accidents: There greater chance of accidents in bus transport. Accidents can be occurred to buses at any time and place.

CHAPTER-4 STUD OF TRANSPORT MANAGEMENT TRANSPORT MANAGEMENT OPERATING COSTING COST CLASSIFICATION TRANSPORT COSTING COSTING ORSERVICE

TRANSPORT MANAGEMENT In the consumer services the transportation occupies a significant place. The heavy intercourse of human resources has been possible mainly on account of the latest development in the field of transportation like; Aeroplane, ships, Railway and buses. All these modes of transportation contribute a lot to the production factor, and hence the managerial decision plays a sensitive role not only to observe the increase of theprimary and secondary sectors of the economy, but also to reduce the grievances of society. The urbanisation and industeriaizaiton have gained a rapid momentum mainly due to the invention and innovations made in the field of transportation. The marketing mix of transportation service is profitable, economic as well as convenient particularly in the Indian context; the public enterprises have been contributing a lot to the develoopment of transportation. I nIndia two transportation is controlled and managed by thepublic sector and private enterprises.

In the transportation service, the produciton or planning for the services needs special mention. In this respec, the managerial decisions have to establish a ground of consumer service, or in the carrying needs of the society. In the production of service, the managerial decision areas would be to initiate qualitative improvement by offering quality buses, trains, aeroplane or ships. In this distribution of transportation service the managerial decisions have to see that actual users of the service get all the benefits or convenience as planned by the management. In the context of teh consumer transport services the distribution mix should be designed in the background of stock of let of passengers utilizing the services. For example the distribuiton mix of the tourist or super deluxe buses woul dnot be as found in the ordinary buses because the passengers utilising the services are more refined and distinguished. In the same way the distribution mix of super deluxe trains and ordinary trains would not be one and the same.

In the transportation service the designing of distribution mix requires our special mention towards offering of services, refreshing the passengers, entertaining the passengers and behaving with them etc. In the marketing mix of transportation service the pricing management is more complicated one. It is quite natural because the transport service is consumer oriented, of course, the transportation services have been bearing huge social costs, in fact, and the social costs have been affecting the financial availability, Still they are not allowed to discontinue the loss bearing services. In the pricing management, of transportation service, the take is to estimate the quality of service rendered and the quality of service rendered and the quantity of the service availed off. In the Indian context, the private enterprises have been successful in raising their transport investment, where as the public enterprises have been incurring huge losses. It is quite wonderful that, as the quantity of passengers, scale of pricing, quality of passengers and quality of roads are one and same, but

the rate of return on capital invested is showing wide range variations. In the transportation service, the promotion mix occupies an important place. The personal and impersonal communication, demand priority attention. The advertising programme is also essential. In addition, the promotional incentives also deserve special mention. Operating Costing or Service Costing: There are concerns, which do not produce goods, but operate or provide services. Such concerns are naturally interested in knowing the cost of providing a service is known as operating cost, and the method of ascertaining the cost of operating or rendering a service, it is also known as Service costing. Features: The main features of operating costing are. 3. Operating costing is adopted by concerns, which do not provide products, but operate or provide services.

4. The service of a concern may be sold to the public or may be used within the enterprise. Transport companies sell their service to the general public. 4. The services rendered by concerns adopting operating costing to all the cutomers are uniform. 5. The services rendered b concerns adopting operating costing to all the customers are uniform. 6. The large portion of the total capital is invested on fixed assets, and onlyh a small portion of the total capital is working capital. 7. The distinction between fixed costs and variable costs is of great importance, because, the economies of scale of operations considerably an affect the cost per unit of service rendered. 8. Generally, the operating costs are period costs, in as much as the express are accumulated or collected for a period, say, a month or a quarter and they are related to the quantum of service rendered during that period. However in some cases, the operating costs may be terminal cost example where bus is chartered or hired for a specific trip, thin the cost of such a trip is worked out treating it as a specific job.

Undertaking which adept operating costing The operating costing is adopted by undertakings, which do not produce goods, but provide service. Road transport companies, water transport companies, and air transport companies. Gas electricity and water supply undertaking schools and colleges hotels, canteens, theatres, etc, are the concerns to which the operating is applicable. Operating cost unit: The cost unit under operating costing may be a simple unit if service or compsoite or compound unit of service. In most of the cases, the cast unit is a composite or compound unit, consisting of tow or more stastistical factors each of which is related to the service rendered. In the case of passenger transport service the unit of cost is per passenger Kilometer.

Cost classification: The various expenses incurred in providing services can be classified and accumulated under three heads: They are : 1. Fixed or standing costs 2. Maintenance cost and 3. Operating or running cost. The general costs of providing the service and called fixed or standing changes. The are fixed costs. The cost of maintenance if services in an easily available condition are called maintenance changes, they are semi fixed or semi-variable costs. The costs of actually rendering the services are called operating or running charges. They are variable costs. Transport costing: Transport is a kind of service so, transport costing is a kind of operating costing or service costing. Transport costing refers to the determination of the cost per unit of service rendered by a

vehicle, say, the cost per passenger Kilometer or the cost per tone-kilometer. Objects of Transport Costing the main objects of transport costing are: 1. To ascertain the cost per unit of operating a vehicle and to fix the rate for the carriage of passengers or goods. 2. to compare the cost per unit of operating one vehicle with that of another vehicle and to ascertain the efficiency of each vehicle. 3. To control the cost of operating each vehicle 4. To compare the cost per unit of one means of transport with that of another and to find out the profitable means of transport. 5. To help to fix the hire changes of a vehicle, where a vehicle is given hire. 6. To help to apportion the cost of transport between different departments which avail of the services of transports. Features of Transport Costing. The main features of transport costing are

1. In transport costing the cost per unit of service rendered by a vehicle is determiend. 2. The cost per unit of service rendered b a vehicle is ascertained by taking into account the distance covred by the vehicle and the number of passengers or the quantum costing, the cost unit is generally a composite or compound unit like, the passenger kilometer or toneKilometer. 3. In passenger vehicle, the total units of services are ascertained by multiplying the number of passengers carried and the distance covered. 4. The costs of operating a vehicle are generally period costs as such the total cost of operating a vehicle during a given period, say a month or a quarter, are related to the total units.

CHAPTER-5 ORGANIZATION PROFILE INTRODUCTION OBJECTIVES GROWT AND DEVELOPOMENT MARKETING MOTORS MIX OF SREE ANJALI

ADMINISTRAITON OF THE FIRM RECEIPTS EXPENDITURE AND PROFIT OF SRR ANGALI MOTORS

ORGANIZATION PROFILE When we are going to conduct an analysis or survey relating to a busienss firm. first of all it is necessar to Know in detail about the particular firm, now we can go through in dettail of Sree Anajali Motors. Mr. D.G. Subramanyya has started to serve the people through bus by providnhg them as easy mode of travelling within the city of Shimoga. He stared his business with the title Sree Anjali Motors in the Month November 2001 with a main intention to provide transport facility to the people of Shimoga cit especiall for those areas where there were on any facilities of cit buses. At that ime, the people of teh areas of sigehatti, K.R. Puram S P M Road and Kote Road of Shimoga city were suffering from lack of city service buses, to have contact and to travel to other side of the city. No doubt that there was the availabilit of autos but they are ver costly that the common man cannot use them.

Before 1990 there was a government city bas ranning in this particular ara. But because of the road conditions traffic, poor response from the public, opposition from the autos. The Government city service bus was stopped. Then arose the necessity of cit service buses. Mr. D.G. Subramanya the proprietor of Sree Anjali Motors is living in thjis area and is a leading politician of rea. He was very much concerned about tscarcit of cit service bus to the people of this area. He wanted to serve the people as much as possible. An opportnity has came to him in th eyar 2001. I nthat year the Road transport officials have called tender from interested people to run the private cit service bus to provide transportation faclit to these areas. Mr. D.G Subramanya saw this opportuijty and applied for the tenders. He discussed with his friends, businessman, general public and other cit bus owners to start an efficient trnsport means in these areas. The road transport officials gave green signal t him to ru ncity service bus in these areas.

Mr. D.G Subramanya has started Anjali with one bus, which had been bought from Mangalore. The bus was a second hand bus and the owner had reconditioned it in the garage of Sree Vijaya Motors, Shimoga and stared to run the bus. In the beginning teh autorikshaw drives had oppopsed him and tried to stop the bus service. But Mr.D.G Subramanay had not stoped he faced all the risks and solved te problems, now. he owns 5 buses all are running in t same route without any opposition and competitoin in these areas. The people of this rea are very happy as the have an easy means of city transport and the are very much proud of subramany for his brave and hard work. From the commencement, the Sree Anjali Motors had never stepped back at any time. This is because of the owners hard and built the enterprise. His efficient, prompt and hard work of knowing the problem of thepublic as well as his workers in the field of transportatoin is giving fruit today. The concern is well popular now in the areas under its coverage and is well established enterprise.

Incorporation: The Sree Anjali Motors started its operations of providing servcie in the month of Nocember 20001. It is a sole trading organzation. Objectives; The main motto of each and every business is the earn profit. Because if they do not earn profit, it is not possible to them to service. TheSre Anjali Motors is though started with te main intentiion of prolviding cit bus servcie its secondary object is to earn the profit or income. Following are its other objectives. 1. To facilitate the people travel from one side to other side of Shimoga City. 2. To Facilitate the public to travel easil and economically with in the city. 3. To reduce the burden of heavy expenditure of the people by using autos other means of transport.

4. To give cit bus facilit to the people of clark pete, Sigehatti, B.B. Street, S.P.M. Road and Kote Road of Shimoga City. Griowth and Development: From the time of Commencement of business proceeding. Sree Anjali Motors Never stopped at any time. In all phases it has been developed and developing. There are several stages for a product or service in the product life cycle. Namely introduction stage, growth stage, maturity stage, saturation stage and declining stage. The Anjali Motors are i ngrowth stage that is wh it has been mentioned that the organization is developing. Marketing mix of Srre Anjali Motors In the contest of service marketing, the marketing of service means the cration and deliver of customer satisfying service. To fulfull th eneeds and wants of teh consumers through is servies.

Bus transport is of vital imortance for te passengrs. All the movement of passengers begans and ends b taking bus. The bus transportation is essential for the transportation of passengers. Sree Anjali Motors providing transport facilities to the passengers of Shimoga city. The main aim of Sree Anjali Motors is to provide service to tpeopole through bus transportation. So the cost charged b th Sree Anjali Motors is not costly. It is heling all classes of people to move from one pare of the cit to the other. 2. Number of buses Owned Sree Anjali Motors was started with onl one bus, in the Month November 2001. For first one and half years te organization had worked with only one bus o nmarch 2002 another bus was purchase. Recently on October 2004 th ethird bus was purchased now all 5 hours are running in the same route in Shimoga City.

Following tabl eshows te number of buses owned b SreeAnjali Motors yar b year YEAR 2001 2002 2003 2004 NO OF BUSES OWNED 1 2 3 5

2. Area covered by Sree Anjali Motors; Buses cover wider area than teother modes of transportation. It is not possible to provide any other means of passenger transportaition rather than buses, within the cities like Shimoga as cit service transportaion. No dobut in some metropolitan cities we can here the name of city trains, but they cover only major areas of t cit and not all the areas. Therefore buses play a vital role in providing city service transportation. Sree Anjali Motors was started with an objective to provide bus transport rfecilit of taprts of Shimoga city where there were no cit service buses operating. The areas in which

The SreeAnjal Motors run are: indiranagar, Urugadur, Sahydr College Bridge Circle, Lote Area, S.P.M.Road,B.B. Street, K.R. Puram Clarkete, N.T Road,B.H.Road,Durgigudie, Nehru Road, Ravindranagar a Vinoba nagara and Gandhin nagara. The total mile covered by Sree Anjali Motors in the beginning was jsut 160 K.M. per day. As the number of buses increased the total aea covered by Anjali had also been increased. Now the total miles covered is nearl 800 K.M. per day. The bello wmentioned table shows the same. Table Showing total miles covered by Sree Anjali Motors YEAR 2001 2002 2003 2004 TOTAL COVERED 57,6090 115,200 172,800 288,000 K.M. TOTAL KM COVERED PER DAY 160 320 480 800

3. Pricing polic of Sree Anjali Motors: In the marketing of services, there is a greater opportunity for the managerial activity in the area of pricing managerial a creativity, sketl and imagination play a vital rol ein framing the pricing decision. Here, price determination of price is critically important. Generally, in case of transportaoin, cost plus pricing is used to determine the price per passenger kilometer. The Sre Anjali Motors charging the fare in the following manner: a. For first 2 Kilometer, Rs 2/ per head. b. For next 2 Kilometer s. 0.50?- per head (iu.e for first 4 kilometers Rs. 2.50/ per seat0 c. For next 2 Kms. Rs. 0.50/- per head (i.e. for first 6 Kms Rs. 3/- per seat). However, the price is charged subject to a minimum of Rs. 5/- per passenger for a tirp of 20 kilometer. 4. Promotional Progtramme of Sree Anjali MotorsL It is easier to sell something can see, felt and demonstrated. But it is not so eas as that of selling a product to sell the services in the service market. So the managements

task in building a promotional programme for intangible services is very difficult. In case of marketing of services we find that the personal selling, advertising and other indirect forms of promotiioin are used. Sree Anjali Motors had taken many promotional measures to improve it serves. it has adopted modern technology and equipments to improve the condition of the buses, appointed well-trained drivers to reduce the accidents. This ensured the public safety during their traveling. It is giving the students the concession in far. it had rescheduledits timings to make the bus service available to the entire public as far as possible. Good seating facilities have been made and other all necessary steps had been taken the firm. This has increased the reputation and goodwill of the firm and automatically improved the business and the earning of the firm.

5. Distribution mix of the firm: In case of service marketing the is no middleman in the channel of distribution. The service is directly renderedy by the provider to the consumer. Because, the service cannot be supported from the provider and the user. The seller or provider of service will select a market where there is maximum consumer or user traffic. The Sree Anjali Motors is distributing its service in Shimoga city. The areas where there is a need for city service buses. it is operating its business of running city service buses. It is also providing city bus facility to the historical place of the city namelyh Kote Anjaneya Temple which is popularly known as Durvasa Ksheetra.

ADMINISTRATION OF TE FIRM 1. Capital investment: Bus transport is less costlier than that of railway or airway or waterway transportaiton. Not only the overhead expenses like operating and maintenance expenses, but also the capital investment on buseses are lesser. So, a person having a small amount inhis packet can buy a bus and start theproceedings. Of ourse, he must first obtain the route license and appoint driver conductor and cleaner, further the risk is more. However from the point of view of capital investment it is easier to start bus transport business. In the case of city service buses, even there is no need to purchase a newly built-up bus, a second hand bus, being in the running condiiton is enough. Because, in city service bus transportaio, theroute of journey is not so longer and the buses will run within the city. If there is any problem and need repairs, quickly the bus can be repaired a sit does not go far away from the city. Though some trips are cancelled it does not.

result is heav loss, as that of long route buses. The passengers are also does not bother about the new bus or old bus, they want some cheaper means of transportation to move to other part of the city. The modern banks have made it easier to have a bus and proceed with operator of bus transport. They facilitate financial assitance to buy the buses and the borrowings are naid back on installments. This helped a common man with managerial skill and risk bearing capacity to start the bus transportation. The Anjali Motor was started by with second hand bus which costing Rs. 600000/-. The proprrietor had invested his own money amounting to RS 30000/- and the rest of theamount was borrowed from MONARACH FIN FIANNCE CORPROATION a financial isntitution, by hypothecating the bus The capital and asset position of Sree Anjali Motors of follows.

Capital Borrowings Asset

12,50,000 4,00,000 16,50,-000

So as on 31-12-2004, the total asset of sum is 16,50,000 total assets here mean the total of the bused of sum at of total worth of assets i.e. 16.50,000 the owner and contribution or the capital is 12,50,000 and the other 4,00,000 is borrowing from the finance institution. 2. Employment opportunity given by Sree Anjali Motors: The bus transport provides employment to millions of people. This is the major advantaeg of the bus transport. However, the employment opportunity in Sree Anjali Motors is little bit elsser. Because, it is not a big business organization, it appoints only drivers and conductors. In the beginning when Sree Anjali Motors has stared its operations. there are 3 workers in the firm. Now the number of workers increased to 10 member. 5 members are drivers and the other 5 workers are conductors. the organization appoints the workers on daily wage basis. They are not the permanent workers. We will hope that the Sree Anjali Motors will provide more employment opportunity in the future.

3. Remuneration of Employees: It has been already discussed that the workers of Sree Anjali Motors are appointed on daily wage work. The amount of wages given by Sree anjali Motors is as follows. a.To drivers: Rs. 120/- per da plus Rs 50/- per da for emaks. To conductors; Rs. 100/- per da plus Rs. 50/- as alowance for meals. On teh festival of Deepavali, ever employee will be provided with a new dress. Receipts Expenditure and profit of Sree Anjali Motors Receip: Every business organization have both receipts as well as expenditure. The organization that provide transport services have the reciepts in he form of collections from passengers or in the form of hire charges. The main source of income for the bus transport organizations is the collections from the passengers. The total receipts i.e. collections Sree Anjali Motors as follows.

Table Showing Year wise receipts of the organization year ended on 2000-01 200102 2002-03 2003-04 Total receipots of the Monthly receipts of teh year year 4,50,000 37,500 9,00,000 75,-000 13,50,000 1,12,500 22,50,000 1,87,m500

From November 2000 to Mardch 2001 the total receipts were Rs. 45000 with an of Rs 37,500 per month. In the second year, i.e. 31-03-2001 to 313-2002 the receipts have increased to 9,00,000 and monthly receipts had increased to Rs. 75,000/Inthe third year, i.e. 341-03-2002 to 31-03-2003 the reciepts have increased to 13,50,000/- and monthly receipts had increased toRs 1,12,500/In the last year i.e. 31-03-2003 to 31-03-2004 the receipts have increased to RS 22,50,000/- and monthly receipts increased to Rs 1,87,500/-

CHART SHOWING RECDIEPTS OF SREE ANJALI MOTORS FOR THE LAST 4 YEARS

For the year ended 31-03-2004 the total receipt of the firm are amounted to rS. 20,50,000 and monthly receipts gone up t Rs. 18,75,0000/-/ In this particular year the nubmer of buses had increased to 4. c. Expenditure: There are various types of expenditure in a bus transport organization. Some of them are: Garage rent, Insurance, Road Tax, License fees, Vehicle tax, Supervision cost. Salary of the workers, cost of tyres and tubes, repairs and maintenance, skpares and accessoreis, painting charges, cost of fuel etc. These are commonly expenditure of bus transport organization. However they are vary from firm to firm depending upon the nature and size of operations.

Following are the total expenditure made by Sree Anjali Motors: Table Showing year wise expenditure of Sree Anjali Motors 31.03.2001 31-03-2001 31.03.2002 31.03.03 31-03-2004 Total expenditure of the year 4.14.000 8,28,000 12,42,000 20,70,000 Monthly expenditure 34,500 69,000 10,3,500 1,72,500

The had firm incurred an expenditure ofRs. 41,4000 in the 12 month ending on 31.03-2001 with a monthly expenditure of Rs. 34,500/-/ In the second year ended on 31.03.2002 the total expenditure of the estalbishment of as establishment emounted to Rs 8,28,000 and the monthly expenditure was Rs. 69,000/-. In the third eyar ended 31-03-2003 the expenditure was Rs. 12,42,000 in total with a monthly expenditure of Rs. 10,3,500. In the last year ended 31-03-2004 the expenditure was Rs. 20,70,000 in total with a monthly expenditure of Rs. 1,72,500/-/

CHART SHOWING EXPENDITURE OF SREE ANJALI MOTORS FOR THE LAST 4 YEARS

C. Net earnings: All the activities are undertaken with an objective of earning something. Business operations are motivated towards earning the profit. In the marketing of services, though the primary motto is to serve the people, there is also and objective to earn profit through providing the service. It is true that without benefit in the form of profit any business organization cannot be survived and undertakes its activities. however, compared product oriented business, the profit margin is lower in service organizations, as the thier primary motto is to provide services. Following are the profit of the firm: The Table Shwoing yearwise net earnings of Sree Anjali motors. Motors YEAR ENDED 31-03-01 31-03-2002 31.03-03 31-03-2004 NET EARNINGS 36,000 72.000 108,000 1,80,000 MONTHLY PROFIT 3,000 6,000 9,000 15,000

In the 1st year the net earnings of the establishment were Rs. 36,000 andin the year ended on 31-03-2002 the income amounted to Rs. 72,000. In the year ended 31.03.2003 the net profit of the firm was Rs. 8,000. The last year the will ecomins pof rs. 18,0000profit 15,0000. The Table showing comparative statement of total receipts expenditure and income of the firm. YEAR ENDED 2001 2002 2003 2004 TOTAL RECEIPT 4,50,O000 9,00,000 13,50,000 22,50,000 TOTAL EXPENDITURE 41,4,000 8,28,000 12,42,000 20,70,000 INCOME 36,000 72,000 10,08,000 18,00.000

GROWTH SHOWING NET EARNINGS OF SREE ANJALI MOTORS FOR TE LAST 4 YEARS

COMPARATIVE STAGTEMET OF MONTHLY RECEIOPTS EXPENDITURE AND INCOME OF TE ESTABLISHMENT Year 2000-01 2001-02 2002-03 2003-04 RECEIPT 37,500 75,000 11,2,500 18,7,500 EXPENTIRE 34,500 69,000 11,25,000 18,75,000 INCOME 3,000 6,000 9,000 15,000

The analysis of te past 4 years receipts and expenditure position has revealed that that receipts and expenditure and the net profit of the estalbishmnent are increasing year by year. in the first year the monthly profit is only RS. 3000 as it is just introduced in that time. Then in the second year the average monthly earnings have been increased to RS 6000. In this period the firm had gained popularly. In the third year the profit per month had gone up to RS. 9000/in this period another bus had been introduced. In the last year the profit per month had gone up to RS. 15,000/- in this period another buses introduced.

Statement of operating cost for the year ended 31-03-2004 PARTICULARS Salary ofWorkers Road tax Diesel and oil Repairs and Mainteannce others Total Cost Add Profit balancing figure) total Collecitons TOTAL COST 5,76,000 9,00,000 1,50,000 14,4,000 20,70,000 1,04 22,50,000 13.02 COST K.M PASSENGER

From above statement it is clear the Sree Anjali Motors is incurring expenditure 11.98 per kilometer. The establishment is earning a profit of Rs. 1.04 per kilometer. To conclude, it is the prominent and the hard work of the properitor that enable the Sree Anjali Motors to earn profit in an increasing rate from year to year. He took it as a challenge

To run his buses in the prevailing situation he faced all sort of risks and has beared them. His efficiency. skill, knowledge, hard and prompt work all has been giving the fruit today. He proved that there is nothing as impossible, but a man sohuld use the available resources and have to bear the risks for making things possible. Now Sree Anjali Motors has been built up as a pionner organiztion in providing services to the people in the form of city service bases.

CHAPTER-6 STUDY OF PASSENGER BEHAVHOUR AND ANALYSIS OF SURVEY FINDINGS PASSENGER BEHAVIOUR ANALYSS OF SURVEY FINDINGS

PASSENGER BEHAVIOUR Passenger is the king of he market of passgener transportation service. Each and every activity and passenger transportation service organization is surrounded and objected towards fulfilling thepassengers wants desires. only by satisfying tepassenger, theorganization can exist in the market, othersie they have to stop their business. Passenger behavour is defined as all psychologicla, social and physical behavour of poential passengers. As they become aware of getting service, and tell others about services and ideals, which they expect and will satisfy their needs, the passenger behavour is maximum prosperiy with minimum efforts. There are certain factors, which affect or influence the passenger behavour 1. Economic factors: They are family income, individuals income, and disposable income of the passenger etc. If a person has more disposable income and money in his had he may choose a comfort means of transportation by paying more. If he does not

Possess any income to spend for obtaining transport service he lesser the frequency of movement and may choose to travel by walk far as possible. 2. Psychology: It is the study of human mind and the study of an individual. It includes the study of motivation, perception, knowledge, attitudes and emotions, imagines, desires etc, of an individual. All these factors are important to understand the behavoiur of a passenger. It enables to understand the various consumption needs of the individual, his actions and reactions in response to different types of services and availability of message about the service. 3. Socio-cultural factorss: It is external or interpersonal factors influencing the passenger behavour. They include family, reference group, social class and culture. The influence of group, members of the family, structure of group members of the family, stgructure of social class on the passenger behavour, are relevant to study the passenger segment in the service market place.

Culture represents an overall social heritage, a distinctive from of environment adoption by the society. The following survey analysis shows the detailed information regarding teh passenger view point at the time when transit takes place towards Sree Anjali motors.

ANALYSIS OF SURVEY FINDINGS Passengers attitude is the subject matter of this Project Report. To obtain the perception of the passengers towards Sree Anjali motors. The survey has been conducted. While conducting the survey, the people of diffeent areas of Shimoga vcity, which come under the daily route of Sre Ananli motors buses have been contacted on random sampling basis. Structured questionnaires. Have been issue to such persons and they responded very well by fixing the questionnaires. In this way information regarding the perception of the passengers towards various aspects of Sree Anjali motors has been collected. The information so collected is te first hand information or primary data. The information so collected has been analyzed through following tables and diagrams. 1. Classification of the respondetns: Before analyzing the perception of the respondents about various aspects of Sree Anjali motors It is worth while to classify or divide the respondents.

d. The classification can be made on the basis of their sex, occupation, and income. a. Classification on the basis of sex: Table Showing division of respondents on the basis of sex: Sex Male Female Total No of Respondents 39 61 100 Percentage 39 61 100

The analysis of the above table revealed that maong the total respondents, majority of them are females. They constitute 61% where as teh male respondents are 39%.

b. Classification on occupation basis: Table Showing distribution of respondents on the basis of their occupation Occupation Employees Students Businessman Others Total No of Respondents 20 30 10 40 100 Percentage 20 30 10 40 100

Above table states that majority of the respondents are belong to Students (30%) and Others (40%) category. The employees are 20% and the Businessman ios (10%). It is because the Students and others are availing benefits from Sree Ajali motors.

GRAPH SHOWING CLASSIFICATION OF RESPONDENTS

C. Classification on the basis of Income: Table Showing the classification of informants according to their monthly income. Monthly Income Belwo 500062 5000-10000 10000-20000 20000 & Above Total No of Respondents 62 32 5 1 100 Percentage 62 32 5 1 100

The analysis of the above table cleared that the majority of the respondent passengers ae poor and middle class people. 62% of the total respondetns are having a monthly income below 5,000 & 32% of them are having the monthly income of between 5,000 and 10,000. The espondents whose monthly income is aboved 10,000 are 6%. It shows that rich people will not travel in city buses because they have their own vehicles and they may use auto rickshaws by paying more, as they have more amount of disposable income.

2. Desire to travel: The questionnaire included a question regarding. Whether the respondents likes to travel in cit buses or not. About 95% of them have said they likes to travel in city buses and other 5% of hem are not interested to go through teh city buses. However, it has been found that though 5% of the respondents are dislike to travel in city buses. They do travel in city buses due to their income position & non-availabit of other cheap means of city transport. 3. Frequency: The question regarding how the respondents travel in city buses. has also been included in the questionnaire and their response has been alalyzed as follows. Table Showing the frequqncy of using city buses by the respondents Frequency Regularly Occasionally -Not at all Total No of Respondents 46 5454 100 Percentage 46 Not at all 100

From the above table it has been analyzed that there is not lot of difference between the regular travelres and occasional travelers. 54% of the respondents are regular travelers & other 46% of them are occasional travelers. Point to be noted here is that all the respondents are traveling in city buses. 4. Passengers of Sree Anjali motors The survey has been conducted to gather the opinions of the passengers of Sree Anjali motors only about various aspects of Sree anjali mtors. So, all ther espondents are the passengers of Sree Anjali motors. It has been analyzed that out of the total respondent pasengers of Sree Anjali motors. 20% of them are employees, 30% of them ae students, 10% of them ae businessmen & 40$ of them are others. Majority of the passenges of Sree Anjali motrs. are poor and middle class people. 5. Price: To analyze the perception of the respondent passengers about the price charged by Sree Anjali motors, a question has been included in the questionnaire. The response obtained from the respondents is at stated below.

Table Showing perception of respondents towards fare charged by Sree Anjali motos Opinion/Class Very high High but reasonable Reasonable Low Others Total No of Respondents 2 12 81 5 100 Percentage 2 12 81 5 100

From the analyzes of the above table it has been understand that the majority of the respondent passengers have agreed with the fare charged by Sree Geethanjali motors. Since 81% of them have said that the price charged in Sree Anjali motors buses are reasonable. 2% of them have said that the price is very high. They belong to students category. About 12% of them are not fully agreed with the fare as they said high but reasonable. Some persons do not wanted to comment on the price of Sree Anjali motors. They constitute 5%. But the point, here is that no one said that the price is low

6. Time schedule: Table showing opinion about time schedule of Sree Anjali motors Perception Suitable to all Suitable to someone Not suitable Total No of Respondents 57 43 100 Percentage 57 43 100

The fact obtained from the analysis of the above table is that there is simple majority by the respondent passengers towards suitablity of time schedule to all. 57% of the respondents said that he time schedule is suitable to all and 43%of hem said that it is suitable not to all but to some one who occasionally travel. However any respondent passengers has perceived that the time schedule of Sree Anjali motors buses is not suitable to any one.

7. Time Keeping: Table Showing opinion about time keeping by Sree Anjali motors buses: Opinion Punctual Not regular Irregular Late arrival Others Total No of Respondents 15 3 80 2 100 Percentage 15 3 80 2 100

The table shows that the majority of the respondent passengers have complained that the Sree Anjali motors buses will not come perfectly at scheduled timings aobut 80% of them have said that the late arrival is common feature of Sre Anjali motors buses. However neither a student passenger or an employee any other passenger does not said that the Sree Anjali motors buses are irregular

8. Service: Table Shwoing teh respondent consideratoin of service of Sree Anjali Motors Opinion Best Good Fair Not good Not bad Bad others Total No of Respondents 7 9 41 43 100 Percentage 7 9 41 43 100

The above mentiioned table shows that the majority of he respondents have considered the service rendered by Sree Anjali motors buses as not good (i.e. 41%) and not bad (i.e. 43%) 7% of them have said god, & 9% as them said fair. The pooint to be noted here is that an one of the respondents has neither said Best nor said Bad. 25 students out of 30 have said not good but they never said bad. This anlaysizs shows that the Sree Anjali motors though they are not providing best service but they are not providing tow bad services. This means they are trying to give as much service as they can.

9. Employees Behavour: Employees are the key factors in service organizaitons which affects the income of the service organizations. It they behave in good manner the people will be attracted towards such organization. If they behave badly then the customers will be diluted to other firms. Table Showing two perception of respondents regarding two behavour of employees of Sree Anjali motors Opinion Polite Non-co quarreling Non co-operative DIS respective Others Total No of Respondents 11 60 24 2 3 100 Percentage 39 60 24 2 3 100

1.2 Consumption of Sree Anjali motors with other city buses: There are several organizations which are running the city buses in Shimoga City. The following table will help to analyze what the public thinks about the Sree Anjali motors buses when the public thinks about the Sree Anjali motos buses when compared to such other buses. Table Showing the rank given by the respondents Opinion Best Better Average Low efficient others Total No of Respondents 39 43 6 12 100 Percentage 39 43 6 12 100

From the above table it is anlayzed that the majorit of he respondents have ranked Sree Anjali motors as average (ie. 43%) and as Better (i.e. 39%) but the thing is that no one had said best. This is because there is the existence of company buses &

Some organizaiton of city buses, which are carrying large scale opeations & providing more. Servicxe to the passengers. Hence, when compared to such buses. TheSree Anjali motors is better 7 average in providing service. Though the condition or the situation is such, i.e. as said above) only a few respondents had perceived Sree Anjali motors. as low efficient numbering only 6%. this is a good sigh for a service organization. This shows, how the Sree Anjali motors is trying to get more benefit out of scarce & Limited resources.

SUMMARY OF SURVEY FINDING Following points have been found form the analyzis of the survey findings.
1. Female passengers ae more than male passengers who use to travel in

2. 3. 4.
5.

6. \

city buses that 100 in Sree Anjali motors. About 70% of the total passengers are constitutes from students and other class of people. Only a few businessman use to travel in city buses. They might have their own vehicle. They are ready to pay more comfort, the time schedule might not be suitable them and some Poor and middle class people are using city buses more than rich persons. In morning and evening trips, the passengers are regular passengers, they are students and employees. In the trips between 11 am & 4 pm 7 after 6 pm. The occasional travellers are more than regular travelers. About 85% of the passengers of Sree Anjali motors. gave agreed with the price charged by Sree Anjalis motors.

7. Majority of the passengers gave perceived that the time schedule of Sree Anjali motors, is suitable to all 8. About 90% of the passengers complain that the Sree Anjali motors. buses are not punctual i.e. they arrive late to some extent. 9. About 85% of the respondents have opposed for the increase of the competitiors, which they think, lead to unfair activities from the organization of transport service. 10.The drivers & conductors of Sree Anjlai motors. buses are appreciated by the passengers due to their non quareeling & polite nature while behaving with the passengers. 11.Majority of the respondents have advocated for increasing the number of Sree Anjali motors buses. There are the summery, found out from the analyzes of the survey findings. In total the passenger have good opinion about the Sree Anjali motors, buses.

CHAPTER-7 PROBLEMS, SUGGESTIONS AND CONCLUSOIN

PROBLEMS AS EXPRESSED BY THE OWNER Ever business will have thier own problem whether it goods or product oriented or it is servcie oriented. So, the management should take necessary steps to find out such problems and to solve such problems thought modification. The owner of business will also have certain problems. Whether they are cit service bus or long-route business or tourist buses. When compared to other two type of bus service the city bus service has a lesser problems such a problems as expressed by the owner of Sree Anjali motors are as follows. 1. Labour Unrest: The workers (i.e. drivers & conductors) are employed on daily work basis. They are not the permanent workers. On the morning who comes first will be given the keys of bus to run every day. This type of employment relation creating problems to the owner as well as to the worker. Because, if, on any day, the worker is absent & got appointed by any other employed than the

priprietor himself has to take chance of riding or may stop the bus. On the other hand if any new worker comes first and convinced te owner about his capability then the owner may appoint him far that day & the regular worker may have to go home without work. But so for as said by the owner of Sree Anjali motors no such treatment is given to any worker, but, he faced such unrest from his labourers. In this way labour unrest is a big a problem faced by Sree Anjali motors. 2. Problem in respect of repairs: As the buses of Sree Anjali motors. are second-hand, the owner is facing the problem of over repairs, the condition of road add their gift to this problem. It the engine or any part of the bus in not working or stops when the bus is on transit, then the bus has to be repaired. if it takes more time to repair the owner gas to give up any trip. If that trip so stopped is a

trafficking 99i.e. more people are waiting) then te owner really loose the income. 3. Road Traffic: It is the major problem that an cit bus owner face. The Sree Anjali motors is facing this problem veyr frequently because, the owner has taken the challenge of running the bus in small roads of Shimoga city, that too fro mbridge circle to bus stand 9for roue details see two route chart) the road is too small in such a way that two buses form oppoiste side can not pass in some point at a time. The parking of vehicles in these roads add to the problem. This problem turns in late arriving of bus such thing happens then the passengers may not wait & to through other means of transport. This will lead t less colleciton. 4. Dis Satisfactiory collection: Because of above said problem on any day, any trip Stops the peoople sometimes thinks that the bus will not come at correct time & regularly, so sometimes the people may not wait for bus & say other not to wait. Because of these factors the Sree Anjali motors facing the problem of dissatisfactory collection also on Sunday there is poor response from the public. 5. Bad condition of roads: it is the major problems that almsot all the private bus owner are facing. Because of bad condition of roads th emay become unuseful and thee is chance of accidents etc. Hence, the owner sometime may how to facethe problem of dissatifactory collections and also heavy repair charges, and the mileage per liter of diesel may reduced. 6. Competition: Even though Sree Anjali motors enjoying monopoly in some areas to some extent it is facing the problem from competitors. 7. Opposition from Auto-Rickshows: This is the major problem faced by Sree Anjai motors. Whe nit was started then there is opposition from Auto-Rickshaws. To such an extent

that for a week the bus is traveled with the help of police. This problem is common when the city bus start to service in any city. Whether private owned or

Government owned. Because they fell that the income of them may decrease in future due to the bus facility to travel throughout the city. Now this problem has been reduced 8. Government regulations: This is another problem that is faced by almost all bus owners (Privae0. Because at what time what rules come, one cannot know. The government may raise diesel rate the road tax. This makes the owner to raise the amount per head. In such times the people may not come to buses due to increeased rate. This will lead to poor collections & decrease in revenue. There are the problems that are expressed b owner of Sree Anjali motors.

SUGGESTIONS Following are the suggestions to Sree Anjali motors. Which are directl obtained from the respondents through questionnaire aned also from the analyzis of survey findings. 1. The majority of the passengers Sree Anjli motors & the respondents have complained that the buses will not come perfectly at scheduled timings. It is true are so many factors that cause late arrival of Sree Anjali motors buses & the owner as well as the employees are trying their best to keep the timings. However further steps should be taken to overcome such obstracles. Because if tepassengers were to face some serious problmes due to lae arrival of buses, they may not wait for the bus i nthe future, & also they ma tell others not to travel in buses of Sree Anjali motors & so on. They, the organizaiton will loose tpassengers & automatically the income will fall down. So, as for as possible the buses should be punctual in keeping the time. 2. The bus timing should be re-scheduled so as to make suitable to all, to certain extent. Thought it is not possible to make it suitable to each & every person, it should be favourable to majority of the people. 3. Service facility should be increased. 4. The condition of the buses should be improved so as to over come the problem of break down of buses during transit. 5. As for as possible, better service should be provided. 6. Good relation with the employees is necessary to come the problems of laobur unrest. It may be worth while to appoint workers as permanent workers on monthly or weekly salary basis rather then on daily wage basis, which will decrease the labour turnover. 7. Good facilities should be provided to the worker, which will increase their morale towards the organization, intern they will try to give more servcies as much they can. It will increase the goodwill of te firm & increase the profit. 8. The firm should take action to release its other routes and also to long routes i.e. to other cities. 9. As regards proper collections, regular inspection should be made so that the workers should not misuse the collections, also passenger relation and passenger services should be given greater and proper attention.

CONCLUSION: A transport organization concerns itself with provision of service. Therefore the most important and the most essential feature of such an organizaitons the efficient provision for satisfactroy service. Whenever there is greater scope for competiiton. The competitive efficiency can be uplifted only by the way of provision of required services at right time and at fair rates. Therefore maintenance of timings is of greater importance for a transport organizaiton. This will increse the confidence in the minds of passengers or travelers. An organization has to render the effective services at fair rates and reduce the cost of provision of service, it is necessary that both mechanical, and line staff are properly trained and motivated. At the same time, he management has also a very important role to be played in this direction. On the observation made during the survey, it is clear that Sree Anjali motors. being a pioneer organization in providing city bus in Shimoga City, has all the above stated, requisities for rendering satisfactory service. In the light of present competition and proposed privalizaiton of transportaion, it is flelt necessary that their competitive efficiency should b eincreased so as to run their services at profit to organization and effective service to the travelers.

ANNEXURE Questionnaire Bibliography

QUESITONNAIRE Dear Respondents I am a student of Final year B..B.M Studying in Achraya Tulsi National College of Comemrce Shimoga. As a par to f my study. I have under taken a project report o nManagement of cit service bus. A case study of SRee Anjali Motors, Shimoga. i would be great ful lif you could spae a few movements to fill this questionnaire and give me some of your valuable suggestions. The information that is given you you wil be used only for academic purpose. Thanking you, faithfully 1. Name 2. Address 3. Sex male [ ] 4. Age group : a) Below 25 Years [ ] b) 25 to 30 Years [ ] c) 30-50 years [ ] d_) 35 Years and above [ ] 5. Educational :Qualificaiton: a) Up to S.S.L.C. [] b) P.U.C. [ ] C) Graduation [ ] d) Post Graduation [ ] e) Any other (specify) [ ] 6. Occupation: a) Employee b) Business men c) Student d) Other [] [] [ ] [ ] : :: Female [ ] Yours

7. Monthly Income: a) Below Rs. 5000 b) Rs. 5000 to 10000 c) 10000 to Rs. 15000 d) Rs. 15000 and Above [ ] [ ] [ ] []

8. Would you like to travel in city buses? a) Yes [ ] b. No [ ] 9. How frequently you traveling in city buses? (a) Occasionally [ ] (b) Regularly [ ] (c) No Travelling [ ] 10. How you Traveled in SGM buses? a. Yes [ ] b. No [ ] 11. What is your opinion about the time schedule of SGM? (a) Suitable to all [ ] (b) Suitable to occasional [ ] (c) Travelers ` [ ] (d) No suitable [] 12. What is your opiniion about time keeping by SGM buses? (a) Punctual []] (b) No Regular [] (c) Irragular [] (d) Late Arrival [ ] (e) Others [ ] 13. How do you consider the service rendered by SGM buses? (a) Best [ ] (b) Good [] (c) Fair [ ] 9d) Net Good [] (e) Net bad [ ] (f) Bad [ ]

14. Do you advocate for competition in your area? a. yes [ ] ``` b. No. 15. Do you advocate for more number of buses of SGM? a. Yes [ ] b. No [ ] 16. Do you agree with the price charged by the SGM buses? a. Yes [ ] b. No [ ] if No, why? 17. Are you satisfied with the behavour of driver and conductor of SGM buses? yes [ ] No [ ]

18. How do you rank the SGM buses compared to other city buses? (a) Best [ ] (b) Better [ ] (c) Low efficient [ ] (d) Average [] 9e) Others [] 19. If you want any changes in the service provided by the SGM buses? Kindly give valuable suggestion to SGm Thanking you for kind co-operatition Date Place: Signature

BIBLIOGRAPHY 1. Marketing Management. - S.A. Sherleker, k.D Basava 2. Marketing of Service - S. M. Jha, Reddy 3. Marketing Managment -R.S. N pilley, Bhagavathi 4. Modern Marketing Management - R.S. N. Pilley, Bhagavathi 5. Office organization - C.B. Gupta 6. News Paper and Trade journals