Brts Customer Satisfaciton Essay Example

to 75 buses, with expectations to double or triple to 150-200 buses next year. Currently, the service generates a daily income of Rs8.25 lakh, but with the planned increase in bus numbers, it is projected that the daily income will reach around Rs13-14 lakh while serving a total of 2 lakh passengers.

The Ahmedabad municipal corporation, AUDA, and GOG collaborated to organize a series of comprehensive consultations for the preparation of various plans, including the statutory development plan, city development part, integrated public transit system plan, and BRTS plan. Gujarat Infrastructure Development Board (GIDB) developed the highly ambitious Ahmedabad BRTS, which is a bus-based rapid transit system that aims to provide fast, comfortable, and cost-effective urban mobility. The BRTS system utilizes exclusive lanes to prevent congestion.

The BRT system includes segregated right-of-way infrastructure, frequent and fast bus operations, and convenient boarding and alighting facilities. It offers the performance and amenities of a modern rail system while retaining the flexibility and cost advantages of roadway transit. The system can be expanded in the future and is an affordable option for improving the environment, enhancing mobility, and creating livable cities. A BRTS system has various characteristics that distinguish it from a regular bus service. These include segregated bus lanes, prepaid or automated ticketing systems, safe and accessible stations, platform level boarding, and high-quality service. The BRTS also incorporates the latest fuel technology, such as CNG or Euro 3rd norms, and operates at a maximum speed of 70km/hour in full load.

IT enabled services include:

• GPRS /GPS vehicle location module
• wireless communication module
• passenger information system
• On board ticketing
  

machine and smart card validation

Total passenger capacity of the bus is 80, with seating capacity of 34 and standing capacity of 56.

Bus Features:

• Semi-Low floor buses (900mm +/- 40mm)
• Standard bus with a capacity of 80 passengers
• Two central doors
• Width of doors in centre: 1960 mm
• Length of bus: 11.8 m
• Cleaner Euro III Diesel or CNG bus
• Mix of A. C. and Non A. C.
• Use of ITS Information Technology System
• Global Positioning System (GPS)/General Packet Radio Service (GPRS) module on entire Bus fleet (BRT and AMTS)
• Automatic transmission of Vehicle Location to Central Control Center (CCC)
• CCC - Bus Driver communication for desired Level of Service
• Operator Performance Reports
• Automatically generated Operator Payment Advice with short payment cycles

CONTROL CENTRE SATELLITE BUS GPS/GPRS COMMUNICATION MODULE WIRELESS NETWORK GPS Console: driver will be able to close and open door from his GPS-enabled console. It will also enable driver to keep track of people getting in and getting off the bus.

The Card Validator machine, located at the entrance, quickly validates cards in less than half a second. At the Bus Stop, passengers can find specially designed pneumatic doors operated by sensors. According to a dissertation, the BRTS (Bus Rapid Transit System) has had a

significant positive impact on Green House Gas emissions compared to other forms of public transport. Since its implementation by the Ahmedabad Municipal Corporation (AMC) in 2009, approximately 22% of private vehicle users have shifted to BRTS resulting in reduced emissions including a 20% decrease in NOx, 13% decrease in carbon dioxide, 6% decrease in HC and 5% decrease in CO. The BRTS buses utilize EURO III diesel buses which contribute to this emission reduction. Furthermore, Ahmedabad's development does not come at the expense of its green cover as the AMC aims to become India's third city with the largest green cover – an international standard that no Indian city currently meets of having around 20-22% green cover.

The city with the highest green cover is New Delhi, with 19% of green cover. Bangalore closely follows with 17%. Ahmedabad aims to achieve a green cover of 14% by 2015, making it the third highest in the country. Kolkata only has a green cover of 7%, while Mumbai stands at a high of 13%, Chennai at 11%, and Pune at 13%.

The AMC plans to preserve trees in projects like road widening and construction of new BRTS routes through various projects and changes in structural designs. Efforts are also being made to increase the green cover by planting saplings. "These figures were alarming, as the marginal increase was also due to the inclusion of new areas in AMC," said an official.

Based on data from 2005-06, AMC plans to plant 12 lakh saplings over five years to reach their desired target. In 2010, eight lakh saplings were planted with a survival rate of 75%. In 2011, another 2.5 lakh saplings

were planted with a survival ratio of 90%. "If we continue with these figures and maintain the survival rate, we will soon become the third-ranked city with the highest green cover," added the official.

The current population of Ahmedabad is 72 lakhs (7.2 million) and it is projected to reach 11 million by 2035, resulting in the expansion of nearby settlements like Naroda and smaller villages. This could potentially increase the city's area to 1,000 km2 by 2035. Moreover, about one-third of the total population and student population reside within walking distance of the planned BRTS network. Consequently, there is an increasing need for enhanced access to essential services and transportation choices in Ahmedabad.

The city and State Government have implemented a Plan for Integrated Public Transit System to support and expedite urban development. A crucial aspect of this plan is the Bus Rapid Transit System (BRTS), which will address significant transportation requirements. In the upcoming years, the BRTS will establish connections with Ahmedabad Metro via two routes spanning east-west and north-south.

The implementation of Ahmedabad BRTS and Metro Link Express Gandhinagar and Ahmedabad has made Gujarat International Finance Tec-City (GIFT) easily accessible through a multimodal mix of Rapid Transport Systems. The planners focused on providing good access to employment and education centers for poorer citizens, creating a multimodal system that serves both densely settled districts and dispersed areas, and accommodating cyclists and pedestrians. Routes were devised based on connections to key railway stations, industrial estates, recreational areas, and colleges, with the goal of providing access for all Ahmedabadis. NGO’s were approached for guidance on access and inclusivity for the disabled and disadvantaged. Swamy notes that the proposed

55-mile BRT network was designed to integrate with conventional buses, rail lines, and automobiles, allowing citizens to use different modes for various legs of intercity journeys.

The planners also included cycle lanes and footpaths, which are not common in India, and these have been landscaped to provide shade. According to Swamy, "We chose to implement a full BRT system, with dedicated corridors for buses, rather than mixed-use lanes like some other cities. Dedicated lanes are essential for a smooth and efficient bus system, as they provide a real alternative to private vehicles." Utpal Pedia, deputy municipal commissioner for BRTS, mentioned that smart cards will be introduced in two months for ticketless travel. He also stated that by March 2012, new areas and routes will be added as a 20-25 km stretch becomes operational. The goal is to expand the network to a total of 95 km by next year. Unlike other Indian BRTS projects, this project is progressing rapidly and the system design is similar to Curitiba's Rede Integrada de Transport and Bogota's TransMilenio, which are superior to Delhi BRTS and Pune BRTS. Chennai BRTS and Bangalore BRTS are also implementing this system.

The BRTS's second half of the first phase was inaugurated on December 25, 2009, which also happens to be the birthdate of Atal Bihari Vajpayee, the former Prime Minister of India. Phase I extended up to Kankaria Lake, serving the eastern part of the city. This marked the first time that BRTS buses crossed the river and reached Maningar, the city's most developed area. The inauguration was performed by Gujarat Chief Minister Narendra Modi.

The literature review reveals that BRTS primarily consists of dedicated

lanes exclusively for these buses. The outermost or innermost lanes can be allocated for this system.

Using innermost lanes for bus stops can enhance flow. BRTS originated in Curitiba, Brazil in 1974 and served as a model for other cities to develop similar systems. In the late 1990s, Quito, Ecuador, Los Angeles, USA, and Bogota, Colombia experienced rapid expansion of BRTS. The TransMilenio project in Bogota achieved great success and established high benchmarks for future BRT systems worldwide. By 2005, there were 70 BRT systems operating globally. Despite its relatively recent introduction, BRTS has gained widespread acceptance internationally.

The system has played a crucial role in the growth and sustainability of rapidly developing cities, both in developed countries and many developing nations. It has introduced technological advancements like efficient land use policies, high-tech hybrid buses, GPS navigation and tracking, and smart card ticketing. These innovations have paved the way for further enhancements in mass transportation. Despite requiring less time and resources compared to a subway or metro system, the system still provides all the associated advantages.

Urban transportation in the 21st century has progressed from a basic point-to-point transit system to a more sophisticated and effective system that can tackle challenges with optimism. This is an achievement that the city administration and its residents can both be proud of.

Case study on analysis of policy processes to introduce Bus Rapid Transit systems in Asian cities from the perspective of lesson-drawing by Jakarta, Seoul, and Beijing. The result indicated that the Asian economic crisis in the late 1990s appeared to have influenced the policy makers in Jakarta and Seoul to some degree, leading them to search for more cost-effective solutions

to offer public transportation, consequently shifting their focus towards BRT systems. Nevertheless, the decentralization trend in Jakarta appears to have partially lessened the impact of this value change caused by the economic crisis.

Policy makers in Seoul sought cheaper transportation options due to the economic crisis and significant debts from public transport. The increase in traffic volume after the economic recovery may have further emphasized the need for addressing transportation issues in both Seoul and Beijing. However, there was no direct link discovered between the economic crisis and the adoption of Bus Rapid Transit (BRT) in Beijing. These findings were highlighted in Mark A.'s case study on BRT's institutional aspects.

Miller's survey revealed several common institutional issues of bus rapid transit (BRT) systems that are considered the most important and difficult to resolve. Some of these issues include integrating multiple priorities and agendas, finding political support for BRT, facing opposition from local communities and businesses regarding parking restrictions, acquiring right-of-way or physical space, managing the impacts of BRT on roadway operations, securing long-term funding commitments, gaining community support for transit-oriented development, and educating the public about BRT while managing perceptions and expectations.

In a literature review on customer satisfaction of public transport, researchers identified various factors that contribute to customer satisfaction in different modes of transportation. For railways, factors such as reliability, assurance, empathy, tangibles, responsiveness, employee behavior, availability of transit service, service monitoring, travel time, safety and security, and maintenance and construction were considered. Authors Vanniarajan and Stephen (2008), Agrawal (2008), and TCRP Report 88 and 100 were referenced in this regard.

For bus transportation, factors that affect customer satisfaction include the availability of shelter and benches at

bus stops, cleanliness, overcrowding, information systems, safety measures, personnel security, helpfulness of personnel, and the physical condition of bus stops. The research conducted by Eboli and Mazzulla (2007) as well as TCRP Report 100 were referenced in this context.

To complement this research, our study gathered insight and expertise from individuals who have experienced the aforementioned issues related to BRT systems.The outcomes should provide assistance in foreseeing and addressing forthcoming issues by formulating effective solutions.

Future research in this field will involve conducting comprehensive case studies of specific sites with bus rapid transit systems, which will enable a more thorough examination of the institutional context. The aim of our research is to provide practical guidance to professionals engaged in bus rapid transit systems. Moreover, there is a lack of existing research on the impact of transit oriented development on bus rapid transit systems in developed countries, notably North America and Australia.

The available research on bus rapid transit (BRT) and transit-oriented development suggests that BRT can have a significant and beneficial impact on land use. Our case studies demonstrate that BRT can stimulate economic growth and support the creation of high-quality transit-oriented development. It is important to note that these cities utilize different BRT service and infrastructure models, but they all actively promote TOD in various environments. Additionally, the case studies highlight how different strategies for implementing BRT can be utilized to attract development.

Many developers and report that the BRT must have a prominent visual profile and be aesthetically appealing – particularly the stations. Interestingly, Mohapatra spoke on the recent survey on BRTS passengers and said, "A recent survey suggests that BRTS passengers are subject to lesser vehicular

pollution as compared to any other mode of transport."

3. RESEARCH OBJECTIVE :

• Objectives of the study:
  • Primary objective: To know customer satisfaction & perceptions of BRTS customers in Ahmedabad city.
  • Secondary objective: To know percentage of the people who uses their own vehicle or AMTS or sharing vehicle for their daily transportation mode.
  • To know which facility is more important for BRTS customers in Ahmedabad city.
  • To know impact of service quality on customer satisfaction level.
  • To know the future preference of different customer segmentation.
  • To know the problem faced by different BRTS customer segmentation.
  • To identify satisfaction level of BRTS customers in Ahmedabad city for different dimension like fare, security, frequency etc.

4. RESEARCH METHODOLOGY:

Data sources: The data sources for this study consist of a combination of Secondary and Primary data. Questionnaires are the main tool used to collect primary data. Primary data collection includes the use of qualitative methods such as personal questionnaires. Secondary data collection includes information from magazines, internet sources, research papers, and reference books.

Sampling Plan: The sampling unit for this study is based on the Likert Grade scale from 1 to 5 for each question, as well as multiple choice questions and scaling techniques. The Likert scale is defined as follows: 1= strongly disagree, 2= Disagree, 3=Neutral, 4=Agree, 5= strongly agree.

Sampling Technique: The questionnaires used in this study consist of 18 questions aimed at assessing customers' satisfaction and perception of the BRTS system in Ahmedabad city. Convenience sampling is employed to select the participants for the

study.

Sample Size: The sample size for this study consists of 150 customers from six different banks.

Data collection Method: In order to gain a thorough understanding of BRTS customers in Ahmedabad city, a detailed study was conducted using various sources such as books like "Marketing Research" by Naresh Malhotra and magazines like "Business Today."

The data is gathered from official websites and articles found on search engines such as Google, Yahoo Search, and Answers.com. The primary method of data collection was conducting surveys with BRTS customers in Ahmedabad city. We prepared questionnaires and approached the customers to complete them. The questionnaire included 18 questions regarding the type and quality of services offered by BRTS. Customers' responses were recorded on a scale ranging from 1 to 5 for each question.

The data collected was analyzed using SPSS software to obtain the necessary interpretation and findings. This analysis included a hypothesis test regarding the impact of annual income on the fare of BRTS bus. The null hypothesis (Ho) stated that there is no impact, while the alternative hypothesis (H1) stated that there is an impact. Additionally, an ANOVA test was conducted to further examine this impact. The results showed that the sum of squares between groups was 3.168 with 3 degrees of freedom and a mean square of 1.056. The F value was 0.8 and the significance level (Sig.) was 0.496. The sum of squares within groups was 192.705 with 146 degrees of freedom and a mean square of 1.32. The total sum of squares was 195.873 with 149 degrees of freedom.

Based on the significance level being greater than the p-value (0.5), we accepted Ho which indicates that there is

no impact of annual income on BRTS bus fare.

Furthermore, a factor analysis was performed to validate the data using KMO measure and Bartlett's test.The KMO test yielded a value higher than cutoff(0), suggesting factor analysis is possible.Similarly, Bartlett's test yielded a low significance value (Sig.), supportingthe possibilityoffactoranalysisbasedonthisdataIn this analysis,the factor loadingof variableswas examined.Onefactor,called "Announcement," hada factorloadingof0.
644andaneigenvalueof2.
726, explaining9.
745%ofthevariationThe analysis and interpretation indicate that the annual income has no impact on the fare of BRTS bus, as confirmed by hypothesis testing and factor analysis. The factor analysis revealed various factors that are significant for customer satisfaction and future preferences among RBTS customers. These factors include:

1) Accuracy of announcement (0.377)
2) Timely availability as a basic feature of BRTS (0.775)
3) Speed (0.736)
4) Comfort (0.720)
5) Distance needed to travel (0.759)
6) Availability of bus in your area (Reach) (0.700)
7) Steps taken to reduce accidents in BRTS (0.665)
8) Controller in BRTS (0.445)
9) Different door for entry/exit in BRTS (0.377)
10) Security of self (0.716)
11) Security of luggage (0.824)
12) Basic facilities such as fare( 0876), frequency(0401), seating arrangement(0424), and smart card usage(0738).
13 ) Future preferences such as TV on board(1121 ), music(.567 ), double decker buses(.655).

These factors play a crucial role in ensuring customer satisfaction and shaping the future preferences among RBTS customers

BRTS customers prioritize several factors, including announcements, basic features of BRTS, safety, security, basic facilities, and future preferences. An analysis of mean scores reveals that the fare is considered unreasonable with a score of 2.91. Similarly, there is no need to increase the frequency of buses based on a mean score of 3.39. Steps should be taken by BRTS to reduce accidents at crossings as indicated by a mean score of

3.62.

Customers have expressed their demand for TV facilities with a score of 3.17 and music facilities with a mean score of 3.97. The seating arrangement was deemed appropriate with an average rating of 3.40, and separate male and female buses were not favored according to a mean score of 2.9.

BRTS customers are requesting round-the-clock bus services as reflected in their average rating of 3.75. There is also preference for double-decker buses with an average rating of 3 .56.Furthermore, smart cards are desired by customers with an average rating of 3 .67.

When utilizing the service, BRTS customers prefer using smart cards as they value timely availability (mean: 3 .96), speed (mean:  99), comfort (mean:.69), reach (mean:.77), concession to SCU (mean:.88), overcrowding (mean:.80), controller presence(mean::.61)and different doors(mean ::93).

In comparison, BRTS buses have higher availability in terms timeliness compared to AMTS; however, the specific mean score for AMTS is unspecified.
BRTS buses have a higher speed compared to AMTS buses, with an average score of 3.99 for BRTS and an unspecified mean score for AMTS. In terms of comfort, BRTS provides a more satisfactory service than AMTS, with an average comfort level of 3.69. Additionally, there are more accessible buses available for BRTS customers in the area compared to AMTS customers, as indicated by a mean reach score of 3.77 for BRTS.

Customers using the BRTS demand concession from the service, as shown by their average rating of 3.88 for concession to SCU. However, one drawback observed with BRTS buses is overcrowding, which has been rated with an average score of 3.80 on this aspect. This highlights the need for controllers on these buses, as indicated by a mean rating of

3.61.

The preference among BRTS customers is evident in their desire for separate doors designated for entry and exit, reflected in their high average rating of 3.93.

In terms of other variables related to customer satisfaction levels: clarity in announcements made on board has received a favorable average rating at 3.65, implying clear announcements; similarly, the accuracy associated with these announcements has also earned positive feedback at an average rating of 3.63 suggesting accurate information being provided.However,some customers find these announcements irritating based on an average rating given as low as 3The average rating for luggage security on BRTS buses is 3.22, indicating moderate satisfaction levels. Overall customer satisfaction leans towards preferring BTRS services over AMTS due to factors such as timeliness, speed, comfort, reachability, and concession availability. The mean rating for self-security on BRTS buses is 3.39, showing a moderate level of satisfaction.

Our study findings show that 50.7% of respondents use AMTS, 31.3% use sharing vehicles, and 36.7% use personal vehicles in addition to BRTS buses. Among the respondents, 50.7% use the BRTS daily while 49% use it occasionally.

Regarding fare satisfaction, 38.7% are dissatisfied with the fare of BRTS buses while 36.7% are satisfied and 24.7% remain neutral. In terms of increasing bus frequency, 48.7% agree while only 20.7% disagree and another 30.% remain neutral.

A majority (57.3%) of respondents believe that measures should be taken by the BRTS to reduce accidents at crossings.

Although most BRTS customers do not prefer having TVs in the buses, a significant portion (73%) would like a music system onboard instead.

Based on our study results, it can be concluded that there shouldn't be separate buses for males and females.
69% of respondents prefer

a 24-hour service for the BRTS, while the majority (58.7%) also favor double-decker buses. Additionally, 63.3% believe that smart cards are better for customers and think that smart card users should receive special concessions. The majority of BRTS respondents find the clarity and accuracy of announcements to be good, although it does cause some irritation to them. Furthermore, 70% of all respondents consider BRTS buses overcrowded, and 57.4% prefer having a controller in BRTS to maintain order.In terms of entry and exit doors, 74% of all respondents prefer separate ones.BRTS customers generally perceive the service as safe and secure, with the majority falling between ages 20-40 years (88%) and having an income less than 2 lakh (82.7%). Lastly, there is a table representing satisfaction levels among different features of the service: Timely availability received agreement from 74%, while only receiving disagreement from12%. Similarly,speed garnered agreement from74.3%,with disagreement at only8.9%.

Comfort| 62.9%| 12.7%| Distance you need to travel| 65.3%| 9.3%| Availability of bus in your area(Reach)| 68%| 14%|

7. RECOMMENDATIONS:

• Fare of the BRTS should be reduced ; kept nearer to the fare of AMTS.
• BRTS should take steps to reduce accidents at crossings.
• BRTS should install a music system in BRTS to entertain the customers.
• BRTS buses should be changed to Double Deckers to reduce chaos.
• BRTS should operate for 24 hours.
• BRTS should give special concessions to daily users ; smart card users.
• There should be separate doors for entry ; exit in BRTS.
• Frequent announcements of BRTS cause irritation, so it should be improved.
• There should be a controller in BRTS for controlling the chaos.

8. CONCLUSION:

From our study, it is concluded that along with BRTS, most of the customers are using AMTS ; personal

vehicles as the other mode of commutation. And the majority of BRTS customers are using BRTS services on a daily basis. Moreover, most of the BRTS customers are not satisfied with the fare of BRTS. There is no need to increase frequency, but it should be Double Decker. The seating arrangement is proper. For entertaining the customers, music facility should be provided.

The BRTS service should be available for 24 hours, and special concessions should be provided to smart card users. People prefer BRTS over AMTS because of its notable features such as timely availability, speed, comfort, and reach. BRTS customers also feel safe and secure while using the service. Our study reveals that factors like announcements, basic features of BRTS, safety and security, basic facilities, and future preferences for bus services are crucial for further improving the BRTS service.

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