Questionnaire

QUESTIONNAIRE
Respondent Profile:
Name: Mr.□ Ms.□ Full Name_______________________________
Age Group:
□15-25 □25-35 □35-45 □45-55 □55-65 □>65
Marital Status: Single □ Married □
Working Status:
□Student □House-Wife □Self Employed □Service
Family Monthly Income:
□NIL □50k-2lac □2lac-5lac □ >5lac
Educational Qualification:
□Under Graduate □Graduate □ PG □ Professional □ Others
Contact No.___________________
Factor 1: Tangible
1. What is your primary means of transportation?
 Personal automobile
 Friend, relative, or neighbor
 Volunteer driver
 RSRTC bus service
 Private van service
 Other(s),
please specify________________________________________________
2. How often do you use public transportation on an average?
 Daily
 Weekly
 Monthly
 Occasionally
 Rarely
3. Is the bus service in your area frequent?
 Yes
 No
 If yes, please mention the problem ______________________________
4. How important would each of the following characteristics be in your decision to use
a transportation service? (Please circle the number that most applies)
(1-Not Important, 2- Somewhat Important, 3- Important, 4- Very Important)
 Service from home to work
 Flexibility
 Evening service
 Late-night service
 Weekend service
 Guaranteed ride home
 Very few stops
 Clear fare structure
 Easy to arrange
 Same day scheduling
 Wheelchair accessible
 Other ____________________________________________
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5. What do you feel is the major problem in bus transportation is facing today?
 Traffic
 Bus schedules
 Safety
 Cost
 Others, please specify____________________________________________
6. Have you experienced problem while travelling?
 Yes
 No
 If yes, please mention the problem________________________________

7. The bus station is attractive

 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
8. The bus stand is equipped with modern technology and is eco-friendly
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
9. The bus stand has adequate resource and capacity
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
10. Do you need any of the following assistance when you travel locally
 Assistance in getting in & out of vehicle.
 Help lodding & unloding packages
 Wheelchair, lift or ramp
 Space for fold up wheelchair
 Others if any________________________________________
11. RSRTC has a professional appearance
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
12. The dress of the staff is neat and clean
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
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Factor 2: Reliability
13. The bus always arrives at the destination on time
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
14. The bus never breaks down on the road
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
15. Customers can easily book a ticket for their journey with RSRTC.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree

16. Staff satisfy customers' requests right the first time

 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
17. The timetable in the bus stand is error-free.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
Factor 3: Responsiveness
18. RSRTC always inform people of change of timetable and prices in advance.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
19. RSRTC provides timely and efficient service.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
20. Communication of RSRTCs staff with customers is clear and helpful
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
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21. Staff of RSRTC is always willing to help customers

 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
22. RSRTCs staff provides complete answers when they attend to customers' requests.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
Factor 4: Assurance
23. Customers feel safe in their transactions with staff in the bus stand.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree

24. Customers feel safe in their transactions with staff on the bus.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree

25. Staff off bored are always polite

 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
26. Staff has in-depth occupational knowledge of their jobs.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
27. The behavior of staff instils confidence in the customers.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
Factor 5: Empathy
28. RSRTC always look after the best interests of their customers.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
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29. RSRTCs operating hours are convenient to all their customers.

 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
30. Getting information about the facilities and services of RSRTC is easy.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
31. It is easy to find and access the RSRTCs bus stand.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
32. Staff provides individualized attention to help customers.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
33. From where do you get the bus schedules and ticket price hike information?
 Newspapers
 Internet
 At bus stations
 Printed booklets from stations
 Call Centre
 Other (SPECIFY)
 Don’t use timetables
 Don’t know
34. Are you aware of insurance provided to you while you travel in RSRTC bus?

35. Are you aware of any of the following special schemes provided by RSRTC to its
passengers during various festivals:
 YES
 NO
Free travel for female passengers during rakhi/women’s day
Plying of additional buses to reduce congestion during festivals/melas etc.
Addition of special routes on various occasions
Change in routes during rallies/melas/processions to avoid traffic jams/time
delays/inconvenience to passengers.
36. Are you aware of the 24 hour toll free call center service by RSRTC local and
distance bus service?
Yes
No
37. Are you aware of the smart card facility going in RSRTC for passenger’s
convenience?
Yes
No
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Don't know/Can't say

38. Are you aware of the SMS update service which provides information about bus
cancellation via mobile text message?
Yes
No
Don't know/Can't Say
39. Do you feel safe as there are fire extinguishers / emergency window available in
RSRTCs bus?
Yes
No
Don't know/Can't Say
40. How would you rate the following services of RSRTC buses?
 Cleanliness
 Reliability
 Safety
 Frequency
 Cost
41. Please rate the staff of RSRTC with respect to the following aspects:
 Attitude towards general public
 Promptness
 Knowledge of buses, schedules, routes
 Communication skills
 Presentation/Body Language
 Hospitality
42. What changes would you like to suggest for improving effectiveness in RSRTC?