CHAPTER-1
INTRODUCTION
1.1 INTRODUCTION
One of the countries in the globe with the highest growth rates is India. Public transit contributes
significantly to economic development as a vital part of the nation's infrastructure. This research
aims to examine consumer happiness levels with public transit services offered by both
governmental and commercial groups in Coimbatore. In order to enhance public transit services in
the area and,eventually, support the ongoing expansion and development of the Indian economy,
this research will look at the variables that influence customer happiness.
Since it makes it simple and effective for people to move from one location to another, public transit
is a crucial part of contemporary society. Public transit is now more in demand as development
continues to grow. To meet the rising demand, governments and business groups all over the globe
are making investments in public transit infrastructure. However, the happiness of the users of public
transit services is crucial to their success.
Any company, including public transit, including depends greatly on customer happiness.
Understanding the elements that support customer happiness as well as those that might cause
discontent is crucial. Consumer happiness in the case of public transit may be influenced by elements
like security, dependability, cost, ease, and convenience.
The study aims to compare the satisfaction levels of consumers towards public transport
facilitiesprovided by these two types of organizations. Additionally, the study aims to identify the
factors that contribute to consumer satisfaction or dissatisfaction towards public transportation
facilities.
The findings of this study can be useful for both government and private organizations that provide
public transportation facilities. By understanding the factors that contribute to consumer satisfaction,
these organizations can make necessary improvements to enhance the overall satisfaction of their
consumers. Ultimately, this can lead to increased usage of public transportation facilities, which can
have a positive impact on the environment and reduce traffic congestion.
1.2 STATEMENT OF PROBLEM
In recent years, public transportation has become an essential component of urban mobility, with
increasing demand for sustainable and efficient transport systems. In Coimbatore city, both
thegovernment and private organizations are providing public transport facilities to meet the needs
of commuters. However, the level of consumer satisfaction with these transport services is not well
understood. Therefore, the aim of this study is to investigate the satisfaction level of consumers with
public transport facilities provided by both government and private organizations in Coimbatore city.
The study will explore factors such as service quality, accessibility, affordability, reliability, safety, and
convenience, which are considered important determinants of consumer satisfaction with public
transport. The results of this study will be useful for policy makers, transportation service providers,
and other stakeholders to improve the quality of public transport services and meet the evolving
needs of consumers in Coimbatore city.
1.3. IMPORTANCE OF THE STUDY
For the growth and progress of the city of Coimbatore, the research on customer happiness with
public transportation services offered by government and commercial groups is extremely important.
This research offers insightful information about Coimbatore city's public transportation users' tastes,
hopes, and conduct. The study's conclusions can be applied to raise client happiness, increase service
quality, and promote greater use of public transportation. The findings of this research can also help
to promote environmentally favourable, less congested, and less polluting forms of urban
transportation. Ultimately, this research has a lot of promise to encourage good change and help to
the development and progress of the community.
1.4. OBJECTIVES OF THE STUDY
Main Objective: A study on Consumer Satisfaction towards Public Transport Facilities providing by
Government and Private Organisations with special reference to Coimbatore city.
○ To evaluate the level of satisfaction among consumers towards public transport facilities in
Coimbatore city.
○ To identify the factors that influence consumer satisfaction towards public transport facilities
in Coimbatore city.
○ To compare the satisfaction levels of consumers towards public transport facilities provided
by government and private organisations in Coimbatore city.
To assess the impact of demographics on consumer satisfaction towards public transport
facilities in Coimbatore city.
O To suggest measures for improving the satisfaction levels of consumers towards public
transport facilities in Coimbatore city.
● To provide insights and recommendations for both government and private organisations to
improve the quality of public transport facilities in Coimbatore city.
○ To contribute to the existing literature on consumer satisfaction towards public transport
facilities, with a specific focus on the Coimbatore city.
1.5. RESEARCH METHODOLOGY:
Inquiries used to gather information, such as surveys and other kinds, are part of a comprehensive
research. Descriptive research's main objective is to explain the way things are right now.
The survey method was adopted for this study field work & online survey conducting in Coimbatore
region respondents were ask to fill the questionnaire.
The information thus collected constitutes primary data secondary data.
[Link] OF DATA:
1. PRIMARY DATA
The primary data for this research came from standardized surveys, observational methods,
and interviews with passengers of government and private transport. Data is very valuable and
necessary in many ways.
2. SECONDARY DATA
Secondary data was acquired from a variety of sources, namely.
Company record and reports.
Standard reference and books.
Company website, newspapers, magazines and journals.
1.5.2 SAMPLING UNIT: Survey conducted through online passengers who travel in both government
and private transports.
1.5.3 SAMPLING SIZE:
It is the total number of respondents who were intended to provide information for the study. For
this research, 150 respondents will serve as the sample size.
1.5.4 SAMPLING TECHNIQUE:
For the purposes of this project report, convenience random sampling a non-probability sampling
method was chosen as the sampling strategy. In this kind, the respondents are picked based on the
researcher's criteria. In order to interview respondents from around Coimbatore city, the
respondents were chosen based on convenience.
[Link] UNIT
Passengers traveling on government and private transports in Coimbatore are being taken for a
study.
[Link]
This type of data collection is very common, especially when conducting extensive research.
Common people love it. Researchers from government and commercial organizations, as well as
from the government. The procedure involves sending questionnaires to the concerned parties and
asking them to fill and return them. A questionnaire consists of a number of questions written or
printed on a form in a specific order.
[Link] ANALYSIS
The daily information was input into Excel 2021. After the designated geographic region had been
thoroughly explored, this data was evaluated utilizing the many built-in formulas of Excel, which will
also assist us in creating simple graphical and tabulation procedures. We can analyze the study's
findings with the use of these data.
[Link] AND TECHNIQUES OF DATA COLLECTION AND ANALYSIS
Factor analysis and questionnaire design and other basic methods required for data collection are
used because the study is exploratory to analyze the data that can be collected through surveys. The
purpose of factor analysis is to examine the influence of various consumer variables leading to brand
purchase or brand switching.
Organized questionnaires were distributed to conduct the survey.
Pie graph and bar graphs were used to display the data and simple mean method and
ranking method were used to collect the data.
1.6. SCOPE OF THE STUDY:
The scope of this study is to examine the satisfaction level of customers with the quality of public
transport facilities provided by both government and private organizations. The study will aim to
identify and analyze the overall customer satisfaction with the services provided by public
transportation, and the data will be collected through a questionnaire survey from local citizens. The
study will assess the quality of services provided by both types of organizations and identify the
factors influencing customer satisfaction with the public transport facilities.
[Link] OF THE STUDY
The respondents were less interested in responding to the questionnaire since they thought
it was a disruption to their daily job because the survey was only conducted in Coimbatore
City.
Some responders are not completely honest while expressing their ideas. In any field
research, this is typical.
[Link] SCHEME
CHAPTER 1: INTRODUCTION
This chapter includes the phrase of introduction is to introduce project to the readers, statement of
the problem, objectives and research methodology of the study.
CHAPTER 2: REVIEW OF LITERATURE
This chapter includes review of literature of the study.
CHAPTER 3: OVERVIEW OF THE STUDY
This chapter includes company profile and theoretical background of the study.
CHAPTER 4: DATA ANALYSIS AND INTERPRETATION
Here the collected data from the respondents will be analysed and interpreted accordingly.
CHAPTER 5: FINDINGS, SUGGESTIONS AND CONCLUSIONS
The chapter includes findings, suggestions and conclusions based on the analysed and interpreted
data.