1

FACTORS AFFECTING PASSENGER SATISFACTION LEVELS – A

CASE STUDY OF ANDHRA PRADESH STATE ROAD TRANSPORT
CORPORATION (INDIA)1

Vishnuprasad Nagadevara and T V Ramanayya

Indian Institute of Management Bangalore, India

INTRODUCTION

Passenger Road Transportation plays a pivotal role in developing countries like India in
bringing about greater mobility both within and between rural and urban areas. Through
increased mobility, it also contributes immensely to social and economic development of
different regions of the country. In India, as in many other parts of the world, investment
in road transport is treated as a part of public provision of services whereby one of the key
objectives of this provision has been to meet the social obligations of an affordable, safe
and reliable bus service to the people.

The passenger bus services in the state of Andhra Pradesh in India are provided by the
Andhra Pradesh State Road Transport Corporation (APSRTC), which is fully owned by the
state government. The Corporation operates under monopoly conditions in the sense that
the share of private operators is less than 1 percent of the passenger traffic. At the same
time, the primary objective of the Corporation is to provide an affordable, safe and reliable
bus service connecting all the villages and towns in the state. APSRTC runs around
19,000 buses carrying about 20 million passengers every day. The annual revenue of the
corporation is Rs. 36 billion. In addition, the corporation also provides a subsidized travel
to one million students. In addition, the Corporation also provides city commuter services
within the major urban centers of the state

When the service is provided by a state-run organization under monopolistic conditions, it

is important to emphasize on the quality of service and satisfaction levels of the
passengers. The satisfaction levels of the passengers largely depend on numerous factors
such as fare, comfort, reliability of service, facilities provided inside the bus and at the bus
terminals and bus stops, safety etc. The order of preference of these factors varies across
different categories of passengers. The commuters who travel within a city would
probably prefer reliability and punctuality over comfort of the journey. Similarly, fare
could be more important to certain categories of passengers as compared to travel time. In
order to identify various factors that influence different categories of passengers, this study
collected data from about 6000 bus passengers in the state of Andhra Pradesh.

REVIEW OF LITERATURE
Traditionally, transport organizations have been slow in adopting modern quality tools and
techniques. Because of World Trade Organization agreements, in the near future,
competitiveness will increase the demand for delivery of quality service in the
transportation industry. Metri addressed the importance of TQM for transportation
organizations. He defined “Total Quality Transportation (TQT)” and applied Deming’s 14-
point model for aiding TQT implementation (Metri 2006). An organization structure and
1
Proceedings of the 10th International Conference on Competetion and Ownership in Land
Passenger Transport, Hamilton Island, Australia, 12 – 17 Aug, 2007
 Nagadevara and Ramanayya, Factors Affecting Passenger Satisfaction Levels 2

an implementation model have been proposed for its successful implementation. The
model is designed to guide top management in adopting TQT in their organizations.

A survey of use of different Performance Measures for Road Networks in Canada revealed
that all agencies track performance in the area of “system preservation,” although a variety
of measures and approaches are used (Transportation Association of Canada, 2006). This
appears to be the most highly developed and mature application of performance measures
in Canadian highway agencies. The survey also indicated that safety performance is a
priority interest, with most agencies using accident rates per million vehicle kilometers as a
key measure. The outcomes of cost effectiveness, reliability, and mobility/accessibility
were subject to performance measurement in some Canadian provincial and territorial
departments of transportation. Measures to assess performance on sustainability and
environmental quality are used only to a limited extent by Canadian agencies. Australia is
cited as having the most ambitious and long-standing performance measurement program,
with 72 national performance indicators in ten categories. It is noted that there is
considerable commonality amongst the categories of performance measures that are used
internationally. Common foci for performance measurement were System condition and
preservation, Safety, Accessibility, and Mobility.

The ultimate purpose of measuring performance is to improve transportation services for

customers (Kane, 2005). Two important motives for measuring performance are
understanding customers’ desires and improving services to fulfill those desires. Both of
these emphases underlie most of the reasons cited in the literature for the increasing
importance of performance measurement to transportation agencies.

In an OECD review of performance indicators for the road sector (OECD, 2000) it was
observed that the expectations in the past for public services were fairly straightforward.
The dominant objective was to deliver services to the public at minimum cost. However,
public administrations are now expected to meet service level targets at reduced costs and
to develop mechanisms for customer feedback. In general, public administrations now
operate in an environment in which there is a much greater emphasis on customers. The
focus on customers has made the assessment of agencies’ performance more complex.

Discussing the customer focus, Pickrell and Neumann (2001) explained that publicly-
funded agencies have come under increasing pressure to be accountable to the public who
are both the owners and customers of the agencies and the transportation systems they
deliver. There is a growing expectation that the public should be advised on the
performance of the transportation system upon which it depends. The ultimate purpose of
performance measurement of public transport is to improve customer satisfaction levels.

Most public services do have performance standards and report to the Public as well as
other statutory bodies on how well they have met these standards. Most public service
providers do also measure levels of customer satisfaction. However this is often not
particularly rigorous. As mentioned by Herdan, comparisons even within sectors are
difficult to make, with a few notable exceptions (Herdan, 2006). There has been research
in a number of countries on the fundamental drivers of customer satisfaction. Such
research has been undertaken in the UK and generated consistent conclusions. Some of the
important factors that drive customer satisfaction within public services are delivery of
promised outcomes and handling problems effectively, timeliness of service provision,
professionalism and competence of staff and treating customers fairly and staff attitudes –
friendly, polite and sympathetic to customers’ needs.
3

A study carried out on behalf of the Prime Minister’s Office in UK attempted to gain an
overall picture of the factors which make customers satisfied or not, and to ascertain
whether there are common factors across services (The Prime Minister’s Office of Public
Services Reform, 2004). If there are common drivers (as has been found in other countries)
then knowledge and understanding of these could be extremely useful at all levels of
public service management. The survey revealed that there are five factors that are most
important to customers across a wide range of public services. Most important is delivery,
not just in terms of delivering a final outcome, but in being perceived to keep promises and
recovery when things go wrong. This is followed, in rank order, by timeliness,
information, professionalism and staff attitude. The study made a recommendation that
there is a need to ensure that all five major drivers are addressed in policy making in order
to ensure that customers are satisfied with the services they receive.

While there had been a number of studies dealing with factors effecting transport services,
very few had focused on measuring the customer satisfaction levels. Even among those
which made such attempts, the emphasis had been on measuring the performance. This
paper focuses on customer satisfaction levels and the factors that influence same.

METHODOLOGY
The state of Andhra Pradesh is divided into 3 distinct geographical regions namely Coastal
Andhra, Rayalseema and Telangana. These regions were used as the strata for the
selection of the sample of commuters. In each region, three sample districts were selected.
Two more districts namely Hyderabad and Ranga Reddy were selected in addition to the
nine sample districts. Hyderabad is the capital city and Ranga Reddy district comprises of
most of the spill over from the capital. These additional two districts were selected to give
proper representation of the capital city of the state and the surrounding district. The
sample districts selected are presented in Table 1.

Table 1. Sample Districts – Region-wise

Region
Hyderabad Region Telengana Rayala seema Coastal
Hyderabad City Karim Nagar Chittor Vizag
Districts
Ranga Reddy Mehaboob Nagar Kurnool Krishna
Selected
Warangal Ananthapur East Godavari

In each of the selected districts, a sample of 10 percent of the routes were selected for the
study. About 10 commuters were selected in each of the sample routes. Data from each of
the selected commuters was collected through a structured and pre-tested questionnaire.
Data was collected from a total of 5950 commuters. The responses of the passengers were
collected covering large number of attributes that are likely to influence the satisfaction
levels of the passengers. The study covers both the intra-city services as well as other
urban and rural transport operations. Factor analysis is used to extract the relevant factors
that identify the various characteristics of the service, which have an influence on the
satisfaction levels of the passengers. The analysis is carried out separately for intra-city
services and other urban and rural services. These results will help the management of the
Corporation in identifying the factors that need to be addressed to improve the satisfaction
levels of the passengers.
 Nagadevara and Ramanayya, Factors Affecting Passenger Satisfaction Levels 4

SAMPLE PROFILE
The state of Andhra Pradesh is administratively divided into 3 regions namely, Telangana
Region, Rayala Seema and Coastal region. Historically, these three regions have been
distinctly different. Even the economic of development had been different in the past few
years. Even though the capital city of Hyderabad is located in the Telangana Region, the
demographic as well as developmental parameters are different from the rest of the region.
Same is true with the surrounding district of Ranga Reddy. Hence the city of Hyderabad
and the surrounding district of Ranga Reddy have been delineated as a separate
geographical region for the purpose of this study. A stratified sampling technique was
adapted for this study. Each of the four regions namely, Hyderabad City, Telangana
Region, Rayala Seema and Coastal region have been identified as the four strata. While
Hyderabad city and the neighboring district of Ranga Reddy constituted the sample for the
Hyderabad Region, three districts each were selected from the remaining three regions.
Data was collected from a total of 5950 commuters spread over these 4 regions. The
profile of these sample commuters is presented in Table 2.

Table 2. Profile of the Sample Commuters

Hyderabad Telangana Rayala Coastal

Characteristic Detail Total
Region Region Seema Region
Male 1350 1359 1344 1383 5436
Gender: Female 162 139 114 99 514
Total 1512 1498 1458 1482 5950
21 - 35 Years 1107 985 933 967 3992
Age 36 - 50 Years 349 416 459 426 1650
51 - 65 Years 56 97 66 89 308
Residential Urban 973 438 444 494 2349
Status Rural 539 1060 1014 988 3601
Illiterate 37 47 54 55 193
Literate/Primary
118 209 163 168 658
Educational School
qualification High School 420 466 445 490 1821
Graduation 690 618 640 618 2566
Post Graduation 247 158 156 151 712
Student 445 441 393 428 1707
Housewife 92 72 53 52 269
Occupation Govt. Servant 133 155 219 148 655
Business Person 281 291 327 322 1221
Others 561 539 466 532 2098
Refused 42 38 35 26 141
< 5000 639 774 570 638 2621
Family Monthly
5001 - 10000 582 538 650 565 2335
Income
10001 - 15000 175 117 169 213 674
> 15000 74 31 34 40 179
Do you hold a Yes 692 433 357 435 1917
bus pass? No 820 1065 1101 1047 4033
Student 316 329 272 321 1238
Concessional
Employee 90 38 34 37 199
Bus Pass
Any other 47 13 12 21 93
Non-Concession Daily 15 2 1 0 18
Bus Pass Monthly 260 48 20 35 363
How long have Less than 1 year 192 82 62 75 411
5

Hyderabad Telangana Rayala Coastal

Characteristic Detail Total
Region Region Seema Region

you been using 1 to 2 years 113 79 63 93 348

the bus-pass? More than 2 years 377 272 226 247 1122

The sample is predominantly male accounting for more than 91 percent. Majority of the
sample commuters belonged to the age group of 21 to 35 years. This group accounted for
67 percent of the sample where as another 28 percent belonged to the age group of 36 to 50
years. Majority of the sample belong to the rural areas with the exception of the
Hyderabad region. This is primarily because of the fact that Hyderabad region is the
metropolitan area. The sample commuters are well educated. More than 55 percent of
them had completed either graduation or post graduation while another 30 percent had
completed high school. More than 28 percent of them are students and another 20 percent
are in business. Less than 5 percent of the sample commuters are housewives. More than
80 percent of the sample commuters have a monthly income of less than Rs. 10,000. Only
one-third of the sample commuters use a bus-pass. It is primarily the students who use the
concessional bus-pass. There are also few employees who use the concessional bus-pass.
Those commuters who use non-concessional bus-passes mainly obtain the monthly passes.
A large majority of the users of bus-passes have been using the passes for more than 2
years.

In summary, the sample is predominantly male, well educated, young and middle aged.
They do not belong to high income group but only one-third depend on concessional bus
fares. Predominantly, they are either students or business persons. Most of them are from
the rural areas with the exception of Hyderabad Region.

RESULTS AND DISCUSSION

Data was collected on the main reason for traveling by the bus. Table 3 summarizes the
data on the reasons for travel by bus.

Table 3. Reasons for traveling by bus

Rayala
Reason Hyderabad Telangana Coastal
Seema
They have no better alternative 54.50% 41.26% 40.67% 34.08%
It is the safest 91.73% 96.60% 97.26% 97.91%
It is the most comfortable 83.80% 84.91% 87.93% 86.64%
It is the most convenient in terms of timing 73.88% 76.77% 82.37% 82.32%
It is the most economical 85.85% 89.85% 92.66% 93.72%
It is run by a Government Corporation 81.42% 84.91% 91.22% 89.47%
It is meant for common good of society 75.93% 80.24% 90.19% 91.90%
It offers concessions to the needy 65.15% 66.69% 74.21% 80.36%
Total 100.00% 100.00% 100.00% 100.00%

A large majority of the commuters across all the four regions indicated that the
predominant reason for traveling by the bus is that it is the safest and cheapest mode of
transport. One of the interesting indications is that “not having a better alternative” is not a
primary reason for traveling by the bus. In other words, these commuters are traveling by
the bus by choice.
 Nagadevara and Ramanayya, Factors Affecting Passenger Satisfaction Levels 6

The sample commuters were asked to rate their expectations with respect to various
attributes of bus transport on a 5 point Likert scale with 1 being the lowest and 5 being the
highest. They were also asked to rate their actual experience on the same scale.
Considering that the ratings of expectations as well as actual experience are ordinal data, a
sign test is carried out to evaluate how far the expectations have been met. The results of
the sign test are summarized in Table 4.

Table 4. Results of the Sign Test between Actual Experience and Expectations

Hyderabad Telangana Rayala Seema Coastal

Attribute of Bus Travel
Z Sig Z Sig Z Sig Z Sig
Fare (Cost of the
-0.21 0.83 -3.14 0.00 -4.71 0.00 -8.95 0.00
Ticket)
Punctuality -13.61 0.00 -11.41 0.00 -9.08 0.00 -10.43 0.00
Facilities in Bus
-3.35 0.00 -2.25 0.02 -1.23 0.22 -1.25 0.21
Shelter/Stand/Terminus
Comfort in the Bus -7.28 0.00 -5.31 0.00 -8.99 0.00 -6.69 0.00
Reliability -5.45 0.00 -4.08 0.00 -1.14 0.25 -0.14 0.89
Safety of the Journey -20.33 0.00 -17.09 0.00 -17.07 0.00 -16.27 0.00
Travel Duration -2.19 0.03 -0.95 0.34 -0.64 0.52 -0.95 0.34
Courtesy -16.99 0.00 -12.68 0.00 -8.64 0.00 -5.39 0.00
Speed -21.16 0.00 -19.20 0.00 -17.02 0.00 -13.64 0.00
The sign test is “actual experience – expectations”

It can be seen from the above table that the actual experience has fallen short of
experiences on almost all the attributes across all the four regions. The expectations of the
sample commuters with respect to fare had matched with the actual experience only in the
case of Hyderabad Region. This could be because of the fact that most of the routes in this
region are urban routes where the fare structure is somewhat subsidized. Similarly, the
actual experiences with respect to the facilities and reliability have been with the
expectations in Rayala Seema and Coastal Region. The experience of travel duration has
met with the expectations in all the regions except the Hyderabad Region. Hyderabad city
is known for its traffic problems and it is reflected in the experience of the commuters.
One of the interesting aspects of the sign test is that, while the sample commuters feel that
bus transport is one of the safest modes of travel, their experience falls much short of
expectations. In other words, the commuters expect a much higher safety levels from the
bus transport. Similar is the case with the fare structure. Even though the commuters feel
that bus transport is the cheapest mode of transport, they expect still cheaper fares. In
addition, they seem to expect much speedier travel at higher level of safety. Even the
punctuality of the services is unable to meet the expectations of the commuters.

A factor analysis was carried out to identify the underlying desires of the commuters. Data
was collected on 10 aspects of the bus service. The customers were asked to express their
expectations on each of these 10 aspects using a 5-point Likert scale. Based on the Eigen
values, two factors emerged for Hyderabad and Telangana Regions where as three factors
emerged for the remaining two regions. The variables used for extracting the factors as
well as the factors that emerged for each of the regions are presented in Table 5. The table
indicates the particular factor associated with each of the 10 attributes. The factor loadings
are presented in Appendix 1.

Table 5. Factor analysis of the commuters’ expectations on various attributes

7

ALL Rayala
Attribute Hyderabad Telangana Coastal
Regions Seema
Reliability of Service 1 1 1 1 1
Time of the Schedule 1 1 1 1 1
Safety of the Journey 1 1 1 1 3
Balance of Speed with Safety 1 1 1 1 1
Fare (Cost of the Ticket) 1 1 1 1 3
Passenger Friendly Behavior of Staff 1 1 1 3 1
Facilities in Bus Shelter/Terminus 1 1 1 3 1
Travel Duration (Journey time) 2 2 2 2 2
Comfort in the Bus 2 2 2 2 2
Balance of Punctuality and Customer
2 2 2 2 2
Needs

It can be seen from Table 5 that one factor that emerges across all the regions is the
dimension of travel “Comfort and Convenience” (factor 2). The dimension of the other
factor which is common across all the regions as well as Hyderabad and Telangana regions
could be termed as “Quality and Reliability” of the service (factor 1). The third factor that
emerges in the Rayala Seema region deals with the behavior of the staff and the
infrastructure facilities available at the bus stop/terminus. These two attributes are the
frontline aspects of the service that are constantly in touch with the commuters.
Interestingly, the third factor that emerges in the Coastal regions deals with safety and fare.
It may be noted that these are the two most important aspect of bus travel indicated by the
commuters of this region in Table 2.

Similar factor analysis was carried out on various aspects of actual experience of the
commuters. There were 16 attributes on which data was collected from the sample
commuters. These 16 attributes were reduced into 4 to 5 factors based on the Eigen
values. The number of factors extracted was 4 in the case of All Regions put together as
well as for the Hyderabad and Telangana Regions. On the other hand, a total of 5 factors
were extracted for the Rayala Seema and Coastal Regions. In other words, the behavior of
the data with respect to the actual experience is similar to that of the data on commuters’
expectations. The variables used for extracting the factors as well as the factors that
emerged for each of the regions are presented in Table 6. The table indicates the particular
factor associated with each of the 10 attributes. The factor loadings are presented in
Appendix 2.

Table 6. Factor analysis of the commuters’ experience on various attributes

ALL Rayala
Attribute Hyderabad Telangana Coastal
Regions Seema
Seat Availability 1 1 1 5 5
Convenient Timings 1 1 1 1 1
Comfort in the Bus 1 1 1 5 5
Speed 1 4 1 1 1
Frequency 1 4 1 1 1
Punctuality 1 4 1 3 1
Honesty: (Returning small change) 2 2 2 2 2
Honesty :(Diligently issuing Tickets) 2 2 2 2 2
Helpful to:(Women, Elderly, Children) 2 2 2 2 2
Discipline in stopping when required 2 2 2 2 2
Courtesy 2 2 2 2 2
Fare (Cost of the Ticket) 3 3 3 3 3
 Nagadevara and Ramanayya, Factors Affecting Passenger Satisfaction Levels 8

ALL Rayala
Attribute Hyderabad Telangana Coastal
Regions Seema
Reliability 3 3 3 3 3
Facilities in Bus Shelter/Terminus 3 3 4 3 3
Handling of Luggage 4 1 4 4 4
Number of Stops during the journey 4 3 4 4 4

Two factors emerge commonly across all the four regions. The first of these two deals
with the “Crew Behavior”. The crew or the staff behavior is measured in terms of
courtesy, helpful nature, discipline and honesty with respect to returning small change as
well as issuing of tickets. The sample commuters appear to value the crew behavior
similarly across all the four regions. It is important to note that all the 5 attributes which
deal with crew behavior have formed into a single factor across all the four regions. The
second factor deals with “Cost and Reliability”. In general, the commuters seem to want a
reliable service coupled with economic fare structure. The variable dealing with the
facilities available at the bus shelter/terminus is also linked to this factor.

Similar is the factor “Ease of Travel” measured by the two attributes of handling luggage
and number of stops during the journey. Here again, the commuters appear to value the
ease of travel in terms of luggage handling and stopping wherever required similarly across
all the four regions. Reliability and cost emerges as another common factor. Hyderabad
region is the only exception to this. “Handling of luggage” has become part of the factor
describing “Comfort and Convenience”. At the same time, “Number of stops” is part of
the factor which describes “Cost and Reliability”. Hyderabad region is the metropolitan
region and the type of luggage carried by the commuters within the metropolitan area as
well as the surrounding area is somewhat different as compared to other regions. A
different factor emerged in this region which encompasses the variables dealing with
speed, punctuality and frequency. Given the nature of the metropolitan region and the type
of commuters who are more concerned with the time spent on travel, it is not surprising
that these three variables have grouped into a separate factor.

As mentioned earlier, the number of factors to be extracted is based on the Eigen values.
A total of five factors were extracted in the Rayala Seema regions and Coastal Region.
The factor dealing with “Comfort and Convenience” had been split into two factors. One
is very clearly the “Comfort” factor which includes the Seat Availability and Comfort in
the bus. The Convenience of service defined by the variables, convenient timings, speed,
punctuality and frequency has been separated into a single factor. Thus, the commuters
from these two regions appear to place emphasis differently on Comfort and Convenience
of service. This aspect is understandable when the differential levels of economic
development between Rayala Seema and Coastal Regions on one side and that of
Telangana Region on the other side are taken into account along with the social and
cultural differences that exist across these regions.

SUMMARY AND CONCLUSIONS

The commuters in Andhra Pradesh consider the bus transport as the safest and economical
mode of travel among various other alternatives available. Only a few commuters consider
that there is no other alternative to bus transport. At the same time, the Andhra Pradesh
State Road Transport Corporation had fallen short of their expectations with respect to
many attributes that are important to the commuters. There were only few attributes where
the bus service was able to match the expectations. The sign test comparing the
9

expectations and actual experiences revealed that the experiences of the commuters fall
very short of the expectations.

The factor analysis of commuter expectations reveals that “Comfort and convenience” and
“Quality and Reliability” are the two major dimensions for ensuring customer satisfaction.
On the other hand, the factor analysis on actual experiences of the commuters suggests that
“Crew Behavior” is a major dimension in the minds of the commuters. This dimension
stands out across all the regions of the state. Similar is the case with another dimension,
“Costs and Reliability”. The analysis also suggests that the factors contributing to
customer satisfaction are different in different regions of the state. Consequently the
Corporation will have to adapt different strategies in different regions. While the crew
behavior is important in all the regions, it has to concentrate more on convenience aspects
in the Hyderabad Region. It has to concentrate on comfort in the bus and seat availability
in Rayala Seema and Coastal Regions.

The sign test and factor analysis provides necessary insights into the minds of the
commuters with respect to the service levels as well as the customer satisfaction levels.

REFERENCES

Herdan, Bernard (2006), The Customer Voice in Transforming Public Services:

Independent Report from the Review of the Charter Mark Scheme and
Measurement of Customer Satisfaction with Public Services, Report submitted to
the Cabinet Office, UK June 2006
Kane, Tony (2005), “Opening Session Welcome” in Performance Measures to Improve
Transportation Systems: Summary of the Second National Conference. National
Academy Press, Washington, D.C., 2005.
Metri, Bhimaraya (2006), A. Total Quality Transportation Through Deming’s 14 Points,
Journal of Public Transportation, Vol. 9, No. 4, 2006, pp 35-46
Organisation for Economic Co-operation and Development (OECD) (2000), Field Test of
Performance Indicators for the Road Sector. OECD, Paris, 2000.
Pickrell, Steven and Lance Neumann (2001) “Use of Performance Measures in
Transportation
Decision Making” in Performance Measures to Improve Transportation Systems and
Agency Operations. National Academy Press, Washington, D.C., 2001.
The Prime Minister’s Office of Public Services Reform (OPSR) (2004), Customer
Satisfaction with Key Public Services, UK, November 2004
Transportation Association of Canada (2006), Performance Measures for Road Networks:
A Survey of Canadian Use Transport Canada, Canada, March 2006
 Nagadevara and Ramanayya, Factors Affecting Passenger Satisfaction Levels 10

Appendix I
Rotated Component Matrix-Expectations

ALL Regions Hyderabad Telangana Rayala Seema Coastal

Reliability of Service 0.77 -0.18 0.76 -0.03 0.77 -0.17 0.71 -0.28 0.30 0.69 -0.25 0.29
Time of the Schedule 0.66 -0.03 0.64 0.04 0.64 0.08 0.61 -0.13 0.26 0.62 -0.08 0.30
Safety of the Journey 0.65 0.05 0.72 0.03 0.66 0.04 0.77 0.15 -0.15 0.27 0.13 0.74
Balance of Speed with Safety 0.64 0.09 0.62 0.21 0.64 0.07 0.52 -0.01 0.40 0.61 0.17 0.19
Fare (Cost of the Ticket) 0.61 0.02 0.71 0.01 0.64 0.07 0.64 0.10 -0.07 0.16 -0.05 0.68
Passenger Friendly / Behavior
0.57 0.17 0.62 0.24 0.60 0.15 0.22 0.07 0.68 0.55 0.09 -0.03
of the Staff
Facilities in Bus Shelter/Stand/
0.53 0.18 0.64 0.10 0.58 0.12 0.10 0.08 0.79 0.69 0.11 -0.44
Terminus
Travel Duration (Journey time) 0.14 0.79 0.28 0.76 0.20 0.78 0.05 0.81 -0.09 -0.03 0.79 0.07
Comfort in the Bus 0.15 0.75 0.33 0.67 0.20 0.72 -0.10 0.78 0.17 0.06 0.73 -0.10
Balance of Punctuality and
0.41 0.54 0.37 0.66 0.40 0.58 0.45 0.47 0.15 0.41 0.52 0.11
Customer Needs
11
Appendix II
Rotated Component Matrix-Actual Experiences
Characteristic ALL Regions Hyderabad Telangana
Seat Availability 0.71 0.02 -0.03 0.17 0.08 0.75 0.34 0.01 0.72 -0.07 0.10 -0.02
Convenient Timings 0.70 0.14 0.05 0.03 0.12 0.53 0.45 0.09 0.71 0.19 0.09 0.00
Comfort in the Bus 0.69 0.06 -0.11 0.30 0.11 0.79 0.18 0.04 0.72 0.07 0.21 -0.21
Speed 0.59 0.15 0.21 -0.25 0.12 0.21 0.66 0.19 0.65 0.07 -0.12 0.22
Frequency 0.56 0.10 0.09 0.04 0.04 0.23 0.46 0.37 0.50 0.05 0.19 0.04
Punctuality 0.55 0.17 0.39 -0.40 0.10 0.11 0.82 0.09 0.60 0.17 -0.20 0.48
Honesty: (Returning small change) 0.21 0.75 -0.02 -0.07 0.76 0.10 0.30 -0.04 0.20 0.77 -0.06 -0.04
Honesty :(Diligently issuing Tickets) 0.13 0.74 -0.01 0.04 0.79 0.10 0.08 0.07 0.18 0.73 -0.09 -0.09
Helpful to:(Women, Elderly, Children) 0.03 0.72 0.17 0.14 0.74 0.09 0.02 0.22 -0.08 0.65 0.35 0.14
Discipline in stopping when required 0.07 0.69 0.03 0.26 0.65 0.29 -0.12 0.15 -0.06 0.66 0.36 -0.01
Courtesy 0.18 0.66 0.24 -0.30 0.59 -0.18 0.50 0.04 0.17 0.71 -0.12 0.33
Fare (Cost of the Ticket) -0.02 0.02 0.73 -0.04 0.06 -0.15 0.27 0.69 -0.02 -0.01 0.11 0.73
Reliability 0.14 0.13 0.71 -0.04 0.07 -0.03 0.29 0.71 0.12 0.12 0.18 0.71
Facilities in Bus Shelter/Stand/Terminus 0.15 0.10 0.60 0.28 0.10 0.23 0.03 0.65 0.16 0.13 0.52 0.32
Handling of Luggage 0.38 0.17 0.06 0.67 0.19 0.72 -0.13 0.27 0.33 -0.04 0.71 -0.15
Number of Stops during the journey 0.13 0.14 0.46 0.56 0.16 0.28 -0.12 0.64 0.12 0.10 0.68 0.26

Rayala Seema Coastal

Seat Availability 0.07 0.23 0.19 0.73 0.02 0.09 0.10 0.16 0.83 0.03
Convenient Timings 0.12 0.59 0.04 0.36 0.21 0.13 0.66 0.02 0.31 0.06
Comfort in the Bus 0.06 0.16 -0.03 0.77 0.13 0.10 0.39 -0.01 0.58 0.23
Speed 0.13 0.72 0.10 0.07 -0.12 0.23 0.74 0.06 -0.19 0.05
Frequency 0.10 0.67 -0.16 0.14 0.20 0.18 0.57 -0.21 0.21 0.25
Punctuality 0.15 0.41 0.59 0.18 -0.10 0.24 0.53 0.48 0.11 -0.18
Honesty: (Returning small change) 0.71 0.01 0.14 0.00 0.13 0.74 0.03 -0.02 0.00 0.23
Honesty :(Diligently issuing Tickets) 0.71 0.20 -0.04 0.01 -0.07 0.73 0.09 0.02 0.03 0.15
Helpful to:(Women, Elderly, Children) 0.70 0.02 0.00 0.00 0.24 0.75 0.09 0.11 0.05 -0.06
Discipline in stopping when required 0.67 0.06 0.32 0.05 -0.10 0.73 0.10 -0.01 0.04 0.07
Courtesy 0.67 0.05 0.00 0.06 0.07 0.65 0.34 0.27 0.00 -0.18
Fare (Cost of the Ticket) 0.07 -0.13 0.74 0.01 -0.02 0.06 -0.13 0.77 0.04 0.05
Reliability 0.08 0.48 0.53 -0.37 0.22 0.16 0.33 0.49 -0.42 0.27
Facilities in Bus Shelter/Stand/Terminus 0.12 -0.02 0.65 0.07 0.15 0.08 0.06 0.73 0.09 0.11
Handling of Luggage 0.23 0.20 -0.11 0.14 0.70 0.24 0.15 -0.04 0.17 0.73
Number of Stops during the journey 0.14 0.03 0.29 0.05 0.77 0.10 0.08 0.30 -0.02 0.72