A Pilot Study on Perception of Commuters' Satisfaction Towards the Performance of Karnataka State Road Transport Corporation
Author1*
Venkatesh S
Research Scholar, JSS Research Centre,
JSS College of Arts, Commerce and Science,
Ooty Road, Mysore-570025, Karnataka, India
Mail: venkbeli@gmail.com
Author2
Dr. Divya L
Assistant Professor and Research Guide,
JSS College of Arts, Commerce and Science,
Ooty Road, Mysore-570025, Karnataka, India,
Mail: neeladivya@yahoo.com
Abstract:
Transport networks are often compared to the lifeblood circulating through an economy and driving economic activity, while roads and highways are sometimes likened to veins. The expanding literature on public State Road Transport Corporations (SRTCs) highlights the growing interest in understanding the various factors that influence them. The Government of Karnataka has been a pioneer in promoting public sector undertakings to enhance road transport in the state. A robust transport system connects all regions of Karnataka, significantly impacting the public's perception of social responsibility towards the Karnataka State Road Transport Corporation (KSRTC). This study focuses on passenger satisfaction regarding KSRTC. The research was conducted across three operational districts of KSRTC in the state. A structured questionnaire was administered to 96 commuters across Mysore Urban, Mysore Rural, Kollegal, Chamarajanagar, and Hassan Division, and the data were analyzed using statistical tools such as SPSS. The results were interpreted using regression analysis, correlation, reliability analysis, and cross-sectional descriptive statistics. It examines the financial, physical, operational, and service variables from the passengers' perspective. The study found that commuter satisfaction. The study shows that aspects of various variables, such as assurance, responsiveness, empathy, tangibles, and dependability, have a big impact on overall satisfaction. The analysis reveals moderate satisfaction levels (3.42/5.0), with significant opportunities for improvement in punctuality and service frequency.
Keywords: State Road Transport Corporations, Commuter Satisfaction, Financial, Physical, Operational, and Service Variables.
