1. Quality Enhancement Parameters for Buses in India
ICWES16 ,Los Angeles
23rd- 25th Oct. 2014
Quality Enhancement Parameters for Buses in India
Presented by
MS. KAMINI GUPTA
Dr. RAVINDRA KUMAR
Dr. NEELIMA CHAKRABAROTY
Mr. SATYENDRA TOMAR

2. INTRODUCTION- NEED of PUBLIC TRANSPORTATION
ICWES16 ,Los Angeles
23rd- 25th Oct. 2014
INTRODUCTION- NEED of PUBLIC TRANSPORTATION
With 1.2 billion population India is the emerging country in Technology and Development.
In New Delhi per capita trip rate has increased from 0.72 in 1981 to 0.87 in It is expected that trip rate may reach 1.8 by 2021 in New Delhi.
So urgent need to enhance Public Transportation System

3. Need of Public Transportation System (PTS)
More efficient, effective and qualitative transit services
should be supplied to contrast this tendency to travel by individual motorized modes.
Therefore, all the actors involved in the public transport business should assure well-organized transit systems and allow people’s need for mobility to be.
Satisfied under safe and comfortable conditions.

4. EVOLUTION OF BUS IN INDIA

5. NEED OF THE STUDY
Buses are always the priority of any passenger in India because of the availability and economically it is cheaper than any public transport in India that’s why we have chosen this topic for our study.
In our study we have selected New Delhi area.

6. Selected Road Network of Delhi to implement the Pilot Study
Study Area

7. Site identified for bus user opinion survey4
Nehru Place-Terminal and Nehru place Bus depot towards IIT
Kailash Calony Near College
Chirag Delhi- Towards Sekh Sarai and towards Krishi Vihar
Lajpat Nagar towrads Siriniavas puri and towards Mool chand 2 1 3

8. LOCATION OF SURVEY BUS STOP SAMPLE SIZE Chirag Delhi 62 Garhi Village
761
Lajpat Nagar
772
Nehru Place
586
LSR College
169
TOTAL
2351

9. Characteristic of good quality PTS
The aspects mainly characterizing transit services are
Service scheduling (in terms of frequency and travel time),
Service reliability (in terms of regularity of runs that come on schedule and on time),Service coverage in terms of
Route characteristics,
Number of stops,
Distance between stops and accessibility of stops)
Information
Departure and arrival scheduled times of the runs,
boarding/alighting stop location, ticket costs
comfort (in terms of
climate control,
seat comfort,
ride comfort including the severity of acceleration and braking, odours and vehicle noise.

10. Characteristic of good quality PTS
Cleanliness (referred to the interior and exterior of the vehicles, and to terminals and stops),
Safety (concerning the possibility that users can be involved in an accident) and
Security (concerning personal security against crimes)
Other service aspects characterizing
transit services concern fare, personnel appearance and helpfulness,
environmental protection and customer services, like ease of purchasing tickets
and administration of complaints.

11. ADOPTED METHODOLOGY
Selected Parameters were according to Parsuraman’s RATER model for customer satisfaction.
Parsuraman’s RATER model was among most used model in transportation research sector.
Demographic parameters were also taken into account.
Different parameters were taken to identify the relevant individual socio-economic attributes, trip, mode characteristics, and behavioural statements

12. Socioeconomic Attributes includes
Gender, Age, Education, Occupation, Monthly Income, Car Ownership and Private Car Use.
Trip Characteristic includes:
Trip purpose, Time travel, Origin and Destination
Mode Characteristics include:
Mode used to access the bus stop, waiting time and travel cost
Physical condition of bus and bus stop also taken into account.

13. RATER Describes Reliability Assurance Tangibility Empathy
Responsiveness

14. RELIABILITY
It is the ability to perform the promised service dependably and accurately.
The parameters which we have included in our study are:-
Availability of seats
Waiting time
Crowd in the bus

15. ASSURANCE
It is the knowledge and courtesy of employees and their ability to convey trust and confidence
Quality enhancements parameters which we have included are:
The way of bus coming to a complete stop at bus stops
The way of bus stopping right in front of the bus stops
Availability of any information regarding the helpline
Usage of the helpline for filing complaints
Received any favourable response

16. TANGIBLES
It is the appearance of physical facilities, equipment, personnel and communication materials.
The parameters in tangibles are:
Physical condition of the buses (seats, windows)
Sufficiency of bus stop in size
Enough shade with respect to heat and rain at bus stop

17. The parameters include in empathy are:
Empathy is the provision of caring, individualized attention to customers.
The parameters include in empathy are:
Assistance by a conductor to get a seat reserved for you (ladies and senior citizen)
Whether seats are comfortable or not?
Are you satisfied with bus fare?

18. RESPONSIVENESS
It is the willingness to help customers and to provide prompt service
Quality parameter includes:
Cleanliness of bus and bus stop
Average walk to get to a bus stop
Mode used to reach the bus stop
Mode used to reach the destination after alighting from bus

19. DEMOGRAPHIC PARAMETERS
Apart from this some demographic parameters were also take which includes:
Gender
Age of Respondent
Education
Monthly Income
Availability of personalized mode

20. Performa - Questionnaire
After selecting the parameters, questionnaire was designed by our team.
Bus user perception survey were conducted at different bus stops in Delhi.

22. AGE

23. INCOME

24. PURPOSE OF TRIP

25. Availability of Seats

26. WAITING TIME

27. Availability of any information regarding the helpline

28. Usage of the helpline for filing complaints

29. Received any favourable response from helpline

30. PHYSICAL CONDITION OF BUSES

31. Is the bus stop sufficient in size?

32. Cleanliness of Buses

33. ARE YOU SATISFIED WITH BUS FARE?

34. MODE USED TO REACH THE BUS STOP?

35. MODE USED TO REACH THE DESTINATION AFTER ALIGHTING FROM THE BUS?

36. PROXIMITY OF BUS STOP FROM YOUR HOME OR OFFICE?

37. What are the reasons for using the bus?

38. Analysis of Data
After data collection Principal Component Analysis was carried out.
After this 5 iterations were carried out and we got 15 parameters whose communalities value were greater than 0.50.

40. CONCLUSION
Results found that in general condition of DTC buses are satisfactory but comfort wise Stand Comfortably is the best answer by respondent.
Such a study, will also serve to track the quality of service over time and help advocacy groups as well as users to press for improvements.
Instead of simply making generic statements about the poor state of Public Transportation system, this study can help to identify specific areas of deteriorating quality, make recommendations as to what is needed so that either public transportation itself or other authorities can fix them accordingly.
In short, such system can act as a running performance audit for public transportation system from user perspective.
Also reduction of important variable which affect modeling is important part of modeling user perception in such location.

41. Thank you