MARKETING RESEARCH IN BIHAR STATE ROAD TRANSPORT CORPORATION FOR PUBLIC PRIVATE PARTNERSHIP

Submitted in partial fulfillment of PGDM PGDM Batch 2010-12 Submitted by VISHAL KUMAR Regd no:- 6137

Faculty guide Prof. B. Jayakar

Submitted to Dr. Sabyasachi Rath Director Academic

Declaration

I VISHAL KUMAR, hereby declare that the project titled Marketing research in Bihar State Road Transport Corporation for Public Private Partnership is an original work carried out under the guidance of any or published before. Prof. B.Jayakar. The report submitted is a bonafide work of my own efforts and has not been submitted to

Signature of the student VISHAL KUMAR

Date: Place

Faculty Guide Certificate

I Prof. B. Jayakar certify Mr. VISHAL KUMAR That the work done and the training undertaken by him is genuine to the best of my knowledge and acceptable.

Signature

Date:

Acknowledgement
Words of gratitude
I would like to thank our college faculty Professor B. Jayakar under his supervision I have done project. This acknowledgement would be incomplete, if I fail to express my deep gratitude towards all the faculty of VVISM and management who gave me a lot of support and guidance. At the prime outset I owe my sincere gratitude to the management and allied discipline of BIHAR STATE ROAD TRANSPORT CORPORATION for giving an opportunity to undergo training for a period from 20 May to 30 June 2011. My report has been influenced by annual reports of the Organization, market survey and information provided by the employees in the field as far as possible they have been fully acknowledged at their appropriate places. . I am sincerely thankful to Mr. Maheswar Prasad (Divisional Manager)

under whose guidance I have successfully completed this project and the time spend with him has been a great learning experience. I am very much grateful to my parents for their support and inspiration on this project. Finally I would like to thank all friends and relatives who helped me and encouragement to complete this project.

Signature of the student VISHAL KUMAR

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Date: Place:

INDEX

Chapter. No. Chapter 1 Chapter 2

Content Introduction Organization Profile Industry Profile Literature review

Page No 1-25 26-58

Chapter 3 Chapter 4

Research Methodology Data Collection Analysis & Interpretation

59-65 66-73

Chapter 5

Findings Recommendations Conclusion

74-77

Bibliography:-

CHAPTER 1
INTRODUCTION

Marketing research
Marketing Research:- The systematic design, collection, analysis, and reporting of data relevant to a specific marketing situation facing an Organization. BSRTC wants to increase their routes in which area where Public Private Partnership can be developed. Then it has given us to do to a market research in all over Bihar. Marketing Research is "the function that links the consumer, customer, and public to the marketer through information information used to identify and define marketing opportunities and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and improve understanding of marketing as a process. Marketing research specifies the information required to address these issues, designs the method for collecting information, manages and implements the data collection process, analyzes the results, and communicates the findings and their implications." Marketing research is the systematic gathering, recording, and analysis of data about issues relating to services. The goal of marketing research is to identify and

assess how changing elements of the marketing mix impacts consumer behavior. The term is commonly interchanged with market research; however, expert practitioners may wish to draw a distinction, in that market research is concerned specifically with markets, while marketing research is concerned specifically about marketing processes.

Marketing research is often partitioned into two sets of categorical pairs, either by target market: Consumer marketing research, and Business-to-business (B2B) marketing research Or, alternatively, by methodological approach: Qualitative marketing research, and Quantitative marketing research In BSRTC marketing research is a form of applied sociology that concentrates on understanding the preferences, attitudes, and behaviors of consumers in a market-based economy, and it aims to understand the effects and comparative success of marketing campaigns. Thus, marketing research may also be described as the systematic and objective identification, collection, analysis, and dissemination of information for the purpose of assisting management in decision making related to the identification and solution of problems and opportunities in marketing.

Why research is necessary for BSRTC?

Competitive pressure: - BSRTC has failed in market because of their competitor such as private bus operator and Railways.
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 Consumer expectation: - Passenger expects from BSRTC that it gives us comfortable and safety journey. Buses should be luxuries include AC facilities. Expanding market: - BSRTC has to expand their market for earning more revenue as well as serve more number of people. Cost of a mistake: - BSRTC all ready faced big problem through their operating system so again it does not want to go in losses investing more money.

Marketing Research Projects for BSRTC Define the objective

Objective is to solve a problem: - The objective of marketing research in BSRTC is to solve the problem of their revenue and how it generates more revenue. Research is not a panacea but no panacea can be discovered without research.

Conduct a Situation Analysis

Situation Analysis is a background investigation that helps in refining the research problem. It involves obtaining information about the organization and its business environment by means of library research and extensive interviewing of their officials.

Conduct an informal Investigation

Informal investigation consists of gathering readily available information from the Organization, middlemen, competitors, advertising agencies, and passenger.

Plan and Conduct a formal Investigation for BSRTC

sources.
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Formal investigation consists of gathering primary and secondary data & their

1 Role of marketing research (MR) 2 Marketing research characteristics 3 Comparison with other forms of business research 4 Classification of marketing research 5 Types of marketing research 6 Marketing research methods 7 Business to business market research 8 State Marketing Research plan 9 Commonly used marketing research terms 10 Selecting a Marketing researcher in BSRTC 11 Careers in marketing research in BSRTC

Role of marketing research (MR)

The task of marketing research (MR) in BSRTC is to provide management with relevant, accurate, reliable, valid, and current information. Competitive marketing environment and the ever-increasing costs attributed to poor decision making require that marketing research provide sound information. Sound decisions are not based on gut feeling, intuition, or even pure judgment. Marketing researchers make numerous strategic and tactical decisions in the process of identifying and satisfying customer needs. They make decisions about potential opportunities, target market selection, market segmentation, planning and implementing marketing programs, marketing performance, and control. These decisions are complicated by interactions between the controllable marketing variables of product, pricing, promotion, and distribution. Further complications are added by uncontrollable environmental
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factors such as general economic conditions, technology, public policies and laws, political environment, competition, and social and cultural changes. Another factor in this mix is the complexity of consumers. Marketing research helps the Divisional manager link the marketing variables with the environment and the consumers. It helps remove some of the uncertainty by providing relevant information about the marketing variables, environment, and consumers. In the absence of relevant information, consumers' response to marketing programs cannot be predicted reliably or accurately. Ongoing marketing research programs provide information on controllable and non-controllable factors and consumers; this information enhances the effectiveness of decisions made by Divisional managers. Traditionally, marketing researchers were responsible for providing the relevant information and marketing decisions were made by the Divisional managers. However, the roles are changing and marketing researchers are becoming more involved in decision making, whereas Divisional managers are becoming more involved with research. The role of marketing research in managerial decision making is explained further using the framework of the "DECIDE" model: The DECIDE model conceptualizes managerial decision making as a series of six steps. The decision process begins by precisely defining the problem or opportunity, along with the objectives and constraints. Next, the possible decision factors that make up the alternative courses of action (controllable factors) and uncertainties (uncontrollable factors) are enumerated. Then, relevant information on the alternatives and possible outcomes is collected. The next step is to select the best alternative based on chosen criteria or measures of success. Then a detailed plan to implement the alternative selected is developed and put into effect. Last, the outcome of the decision and the decision process itself are evaluated.

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Marketing research characteristics

First, marketing research is systematic in BSRTC. Thus systematic planning is required at all the stages of the marketing research process. The procedures followed at each stage are methodologically sound, well documented, and, as much as possible, planned in advance. Marketing research uses the scientific method in that data are collected and analyzed to test prior notions or hypotheses. Marketing research in BSRTC is objective. It attempts to provide accurate information that reflects a true state of affairs. It conducted impartially. While research in BSRTC is always influenced by the researcher's research philosophy, it is free from the personal or political biases of the researcher or the management. Research which is motivated by personal or political gain involves a breach of professional standards. Such research is deliberately biased so as to result in predetermined findings. The motto of every researcher is, "Find it and tell it like it is." The objective nature of marketing research underscores the importance of ethical considerations because it is public serving Organization.

Comparison with other forms of business research

Private and Railways business research include with BSRTC Market research is broader in scope and examines all aspects of a business environment. It asks questions about competitors, market structure, government regulations, economic trends, technological advances, and numerous other factors that make up the business environment. Sometimes the term refers more particularly to the financial analysis of BSRTC. In this case, financial analysts usually carry out the research and provide the results to investment potential investors in Public Private Partnership.

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Service research - This looks at what service can be served with available technology, and what new services innovations near-future technology can develop. Advertising research - is a specialized form of marketing research conducted to improve the efficacy of advertising. Copy testing, also known as "pre-testing," is a form of customized research that predicts in-market performance of an ad before it airs, by analyzing audience levels of attention, brand linkage, motivation, entertainment, and communication, as well as breaking down the ads flow of attention and flow of emotion.

Classification of marketing research

BSRTC engages in marketing research for two reasons: (1) to identify and (2) solve marketing problems. This distinction serves as a basis for classifying marketing research into problem identification research and problem solving research. Problem identification research is undertaken to help identify problems which are, perhaps, not apparent on the surface and yet exist or are likely to Organization image, market characteristics, sales analysis, short-range forecasting, long range forecasting, and business trends research. Research of this type provides information about the marketing environment and helps diagnose a problem. For example, The findings of problem solving research are used in making decisions which will solve specific operating problems. Standardized services are research studies conducted for different client firms but in a standard way. For example, procedures for measuring operating effectiveness have been standardized so that the results can be compared across studies and evaluative norms can be established. Customized

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services offer a wide variety of marketing research services customized to suit a client's specific needs. Each marketing research project is treated uniquely. Limited-service suppliers specialize in one or a few phases of the marketing research project. Services offered by such suppliers are classified as field services, coding and data entry, data analysis, analytical services, and branded products. Field services collect data through personal, and firms that specialize in interviewing are called field service organizations. This organization may range from small proprietary organizations which operate locally to large multinational organizations with WATS line interviewing facilities. Coding and data entry services include editing completed questionnaires, developing a coding scheme, and transcribing the data on to diskettes or magnetic tapes for input into the computer. Analytical services include designing and pretesting questionnaires, determining the best means of collecting data, designing sampling plans, and other aspects of the research design. Some complex marketing research projects require knowledge of sophisticated procedures, including specialized experimental designs, and analytical techniques such as conjoint analysis and multidimensional scaling. This kind of expertise can be obtained from Organization specializing in analytical services. Data analysis services are offered by BSRTC, also known as tab houses, which specialize in computer analysis of quantitative data such as those obtained in large surveys. Initially most data analysis firms supplied only tabulations (frequency counts) and cross tabulations (frequency counts that describe two or more variables simultaneously). With the proliferation of software, now Railways have the capability to analyze their own data, but, BSRTC has no capability to analyze their own data so data analysis firms are still in demand.

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Branded marketing research services are specialized data collection and analysis procedures developed to address specific types of marketing research problems. These procedures are patented, given brand names to BSRTC, and marketed like any other branded Organization like Delhi Transport Corporation.

Types of marketing research

Marketing research techniques come in BSRTC, including: Ad Tracking periodic or continuous in-market research to monitor a brands performance using measures such as brand awareness, brand preference, and service provider.

Advertising Research used to predict copy testing or track the efficacy of advertisements for any medium, measured by the ads ability to get attention (measured with Attention Tracking), communicate the message, build the brands image, and motivate the passenger the service.

Brand equity research - how favorably do consumers view the brand of BSRTC?

Brand association research - what do consumers associate with the brand BSRTC.

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Brand attributes research - what are the key traits that describe the BSRTC promise to their passenger?

Brand name testing - what do consumers feel about the names of BSRTC services.

Cool hunting - to make observations and predictions in changes of new or existing cultural trends in areas such as AC, music, films, television, youth culture and lifestyle of passenger.

Consumer decision processes research - to determine what motivates people to use and what decision-making process they like.

Copy tests predicts in-market performance of an ad before it airs by analyzing audience levels of attention, brand linkage, motivation, entertainment, and communication, as well as breaking down the ads flow of attention and flow of emotion.

Consumer satisfaction research - quantitative or qualitative studies that yields an understanding of a consumer's of satisfaction with a transaction.

Demand estimation - to determine the approximate level of demand for the service.

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Internet strategic intelligence - searching for customer opinions in the Internet: chats, forums, web pages, blogs... where people express freely about their experiences with services, becoming strong "opinion formers"

Marketing effectiveness and analytics - Build models and measuring results to determine the effectiveness of individual marketing activities.

Positioning research - how does the target market see the BSRTC relative to competitors? What does the brand stand for?

Price elasticity testing - to determine how sensitive passengers are to fare changes.

Sales forecasting - to determine the expected level of sales given the level of demand with respect to other factors like Expenditure, Sales promotion etc. Segmentation research - to determine the Demographic, Psychographic, and Behavioral characteristics of potential users.

Test marketing - a small-scale service launch used to determine the likely acceptance of the product when it is introduced into a wider market

Viral Marketing Research - refers to marketing research designed to estimate the probability that specific communications will be transmitted throughout an individual's Social Network. Estimates of Social Networking Potential (SNP) are
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combined with estimates of selling effectiveness to estimate ROI on specific combinations of messages and media. All of these forms of marketing research can be classified as either problemidentification research or as problem-solving research. There are two main sources of data - primary and secondary. Primary research is conducted from scratch. It is original and collected to solve the problem in hand. Secondary research already exists since it has been collected for other purposes. It is conducted on data published previously and usually by someone else. Secondary research costs far less than primary research, but seldom comes in a form that exactly meets the needs of the researcher. A similar distinction exists between exploratory research and conclusive research. Exploratory research provides insights into and comprehension of an issue or situation. It should draw definitive conclusions only with extreme caution. Conclusive research draws conclusions: the results of the study can be generalized to the whole population. Exploratory research is conducted to explore a problem to get some basic idea about the solution at the preliminary stages of research. It may serve as the input to conclusive research. Exploratory research information is collected by focus group interviews, reviewing literature or books, discussing with experts, etc. This is unstructured and qualitative in nature. If a secondary source of data is unable to serve the purpose, a convenience sample of small size can be collected. Conclusive research is conducted to draw some conclusion about the problem. It is essentially, structured and quantitative research, and the output of this research is the input to management information systems (MIS).

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Exploratory research is also conducted to simplify the findings of the conclusive or descriptive research, if the findings are very hard to interpret for the Divisional managers.

Marketing research methods

Methodologically, marketing research uses the following types of research designs in BSRTC:Based on questioning: Qualitative marketing research - generally used for exploratory purposes small number of respondents - not generalizable to the whole population statistical significance and confidence not calculated - examples include focus groups, in-depth interviews, and projective techniques.

Quantitative marketing research - generally used to draw conclusions - tests a specific hypothesis - uses random sampling techniques so as to infer from the sample to the population - involves a large number of respondents - examples include surveys and questionnaires. Techniques include choice modeling, maximum difference preference scaling, and covariance analysis.

Based on observations: Ethnographic studies - by nature qualitative, the researcher observes social phenomena in their natural setting - observations can occur cross-section ally (observations made at one time) or longitudinally (observations occur over

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several time-periods) - examples include service-use analysis and computer cookie traces.

Experimental techniques - by nature quantitative, the researcher creates a quasi-artificial environment to try to control spurious factors, and then manipulates at least one of the variables. Researchers often use more than one research design. They may start with secondary research to get background information, and then conduct a focus group (qualitative research design) to explore the issues. Finally we do a full state-wide survey (quantitative research design) in order to devise specific recommendations for the client.

Business to business market research

Business to business (B2B) research is inevitably more complicated than consumer research. The researchers need to know what type of multi-faceted approach will answer the objectives, since seldom is it possible to find the answers using just one method. Finding the right respondents is crucial in B2B research since they are often busy, and may not want to participate. Encouraging them to open up is yet another skill required of the B2B researcher. Last, but not least, most business research leads to strategic decisions and this means that the business researcher must have expertise in developing strategies that are strongly rooted in the research findings and acceptable to the client.

There are four key factors that make B2B market research special and different to consumer markets: The decision making unit is far more complex in B2B markets than in consumer markets
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B2B services and their applications are more complex than consumer services.

B2B marketers address a much smaller number of customers who are very much larger in their consumption of services than is the case in consumer markets. Personal relationships are of critical importance in B2B markets. In BSRTC B2B marketers is very important in present era because now a days it is totally depend on Public Private Partnership and in this model Private investors are more powerful than market researcher.

State Marketing Research plan

State Marketing Research follows the same path as domestic research, but there are a few more problems that may arise. Customers in state markets may have very different customs, cultures, and expectations from the same company. For example:- Rural, Urban and National services. In this case, Marketing Research relies more on primary data rather than secondary information. Gathering the primary data can be hindered by language, literacy and access to technology.

Commonly used marketing research terms

Market research techniques resemble those used in political polling and social science research. Meta-analysis (also called the Schmidt-Hunter technique) refers to a statistical method of combining data from multiple studies or from several types of studies. Conceptualization means the process of converting vague mental images into definable concepts. Operationalization is the process of converting concepts into specific observable behaviors that a researcher can measure. Precision refers to the exactness of any given measure. Reliability refers to the likelihood that a given operational zed construct will yield the same
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results if re-measured. Validity refers to the extent to which a measure provides data that captures the meaning of the operational zed construct as defined in the study. It asks, Are we measuring what we intended to measure?

Sugging (from "SUG", for selling under the guise of market research) forms a sales technique in which sales people pretend to conduct marketing research, but with the real purpose of obtaining buyer motivation and buyer decisionmaking information to be used in a subsequent sales call. Frugging comprises the practice of soliciting funds under the pretense of being a research organization.

Selecting a Marketing researcher in BSRTC

BSRTC cannot conduct an entire marketing research project in-house must select an external researcher for one or more phases of the project. The Organization compiles a list of prospective researcher from such sources as trade publications, professional directories, and word of mouth. When deciding on criteria for selecting an outside researcher, BSRTC ask itself why it is seeking outside marketing research support. For example, a small firm that needs one project investigated may find it economically efficient to employ an outside source. Or a firm may not have the technical expertise undertake certain phases of a project or political conflict-of-interest issues may determine that a project be conducted by an outside researcher. When developing criteria for selecting an outside researcher, BSRTC keeps some basics in mind. What is the reputation of the researcher? Do they complete projects on schedule? Are they known for maintaining ethical standards? Are they flexible? Are their research projects of high quality?

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What kind and how much experience does the researcher have? Has the researcher had experience with projects similar to this one? Do the researcher's personnel have both technical and nontechnical expertise? In other words, in addition to technical skills, are the personnel assigned to the task sensitive to the client's needs and do they share the client's research ideology? Can they communicate well with the client? The cheapest bid is not always the best one. Competitive bids should be obtained and compared on the basis of quality as well as price. A good practice is to get a written bid or contract before beginning the project. Decisions about marketing research researcher, just like other management decisions, should be based on sound information.

Careers in marketing research in BSRTC

Some of the positions available in marketing research include Divisional manager, Depot superintendent, and COO. The most common entry-level position in marketing research for people with master's degrees (e.g. MMR and MBA) is as operational supervisor. These people are responsible for supervising a well-defined set of operations, including field work, data editing, and coding, and may be involved in programming and data analysis. Another entry-level position for MBAs is Divisional manager. A Divisional manager will learn and assist in questionnaire design, review field instructions, and monitor timing and costs of studies. Depot superintendent will also a MBA graduate. After 2 years of experience they will be an operational supervisor.

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Public Private Partnership

Publicprivate partnership (PPP) describes a government service or private business venture which is funded and operated through a partnership of government and one or more private sector companies. These schemes are sometimes referred to as PPP, P3 or P3. PPP involves a contract between a public sector authority and a private party, in which the private party provides a public service or project and assumes substantial financial, technical and operational risk in the project. In some types of PPP, the cost of using the service is borne exclusively by the users of the service and not by the taxpayer. In other types (notably the private finance initiative), capital investment is made by the private sector on the strength of a contract with government to provide agreed services and the cost of providing the service is borne wholly or in part by the government. Government contributions to a PPP may also be in kind (notably the transfer of existing assets). In projects that are aimed at creating public goods like in the infrastructure sector, the government may provide a capital subsidy in the form of a one-time grant, so as to make it more attractive to the private investors. In some other cases, the government may support the project by providing revenue subsidies, including tax breaks or by providing guaranteed annual revenues for a fixed period.

Typically, a private sector consortium forms a special company called a "special purpose vehicle" (SPV) to develop, build, maintain and operate the asset for the
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contracted period. In cases where the government has invested in the project, it is typically (but not always) allotted an equity share in the SPV. The consortium is usually made up of a building contractor, a maintenance company and bank lender(s). It is the SPV that signs the contract with the government and with subcontractors to build the facility and then maintain it. In the infrastructure sector, complex arrangements and contracts that guarantee and secure the cash flows and make PPP projects prime candidates for project financing. A typical PPP example would be a hospital building financed and constructed by a private developer and then leased to the hospital authority. The private developer then acts as landlord, providing housekeeping and other non-medical services while the hospital itself provides medical services.

Private Sectors to Shake hand with BSRTC ON Thursday, 27 September 2007

In order to upgrade the infrastructural facilities at the BSRTC bus depot the state government has decided to incorporate private sectors into the project. Bihar State Road Transport Corporation has toyed with the idea of inviting tender in this regard in October 2007. The idea of having DPR for the extension of Bus Terminals and refurnishing work to the existing depot has been decided. According to official sources at BSRTC the new proposal has been design so that maximum facility could be made available to the commuters without costing too much to department.

Origins
Pressure to change the standard model of public procurement arose initially from concerns about the level of public debt, which grew rapidly during the macroeconomic dislocation of the 1970s and 1980s. Governments sought to
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encourage private investment in infrastructure, initially on the basis of accounting fallacies arising from the fact that public accounts did not distinguish between recurrent and capital expenditures.

The idea that private provision of infrastructure represented a way of providing infrastructure at no cost to the public has now been generally abandoned; however, interest in alternatives to the standard model of public procurement persisted. In particular, it has been argued that models involving an enhanced role for the private sector, with a single private-sector organization taking responsibility for most aspects of service provisions for a given project, could yield an improved allocation of risk, while maintaining public accountability for essential aspects of service provision. Initially, most publicprivate partnerships were negotiated individually, as one-off deals, and much of this activity began in the 1990's. Britain: In 1992, the Conservative government of John Major in the United Kingdom introduced the private finance initiative (PFI), the first systematic program me aimed at encouraging publicprivate partnerships. The 1992 program me focused on reducing the Public Sector Borrowing Requirement, although, as already noted, the effect on public accounts was largely illusory. The labour government of Tony Blair, elected in 1997, persisted with the PFI but sought to shift the emphasis to the achievement of "value for money," mainly through an appropriate allocation of risk.

Australia: A number of Australian state governments have adopted systematic programmers based on the PFI. The first, and the model for most others, is Partnerships Victoria.

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Canada: The federal Conservative Government under Stephen Harper in Canada solidified its commitment to P3s with the creation of a crown corporation, P3 Canada Inc, this in 2009. The Canadian vanguards for P3s have been provincial organizations, supported by the Canadian Council for Public-Private Partnerships established in 1993 (a member-sponsored organization with representatives from both the public and the private sectors). As proponents of the concept of public-private partnerships (PPP's), The Council conducts research, publishes findings, facilitates forums for discussion and sponsors an Annual Conference on topics related to PPP's, both domestic and international. Each year the Council celebrates successful public-private partnerships through the National Awards Program held concurrently with the annual conference in November. BSRTC has allowed PPP model in 2007 for infrastructural area and in 2010 for operating private buses under BSRTC and in 2011 for operating BSRTC buses.

The importance of publicprivate partnerships Over the past two decades more than 1400 PPP deals were signed in the European Union, which represent an estimated capital value of approximately 260 billion. Since the onset of the financial crisis in 2008, estimates suggest that the number of PPP deals closed has fallen more than 40 percent. These difficulties have placed significant strains on governments that have come to rely on PPPs as an important means for the delivery of long-term infrastructure assets and related services. Moreover, this has occurred precisely at a time when investments in public-sector infrastructure are seen as an important means of maintaining economic activity during the crisis, as was highlighted in a European Commission communication on PPPs. As a result of the importance of PPPs to economic activity, in addition to the complexity of such transactions, the
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European PPP Expertise Centre (EPEC) was established to support publicsector capacity to implement PPPs and share timely solutions to problems common across Europe in PPPs. BSRTC, a organization of Bihar Government. Bihar Government has no ability to pay the salary of their employ and not to buy new buses for routes. So he has decided to allow PPP model for operating.

Controversy A common problem with PPP projects is that private investors obtained a rate of return that was higher than the governments bond rate, even though most or all of the income risk associated with the project was borne by the public sector. It is certainly the case that government debt is cheaper than the debt provided to finance PFI projects, and cheaper still than the overall cost of finance for PFI projects, i.e. the weighted average cost of capital (WACC). This is of course to attempt to compare incompatible and incomplete economic circumstances. It ignores the position of taxpayers who play the role of equity in this financing structure. Making a simple comparison, however, between the governments cost of debt and the private-sector WACC implies that the government can sustainably fund projects at a cost of finance equal to its riskfree borrowing rate. This would be true only if existing borrowing levels were below prudent limits. The constraints on public borrowing suggest, nevertheless, that borrowing levels are not currently too low in most countries. These constraints exist because government borrowing must ultimately be funded by the taxpayer. Nowadays, a new model is also being discussed, called the Public Private Community Partnership (PPCP) model, wherein both the government and private players work together for social welfare, eliminating the prime focus of private players on profit. This model is being applied more in developing nations
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such as India. Success is being achieved through this model too. it mainly helps to ramp up the development process as the focus is shifted towards target achievement rather than profit achievement.

THE OBJECTIVES OF THE SURVEY To study the market of BSRTC Buses To study the market of BSRTC PUBLIC PRIVATE PATNER model To find out which type of buses and services is prefer by passenger To study the different routes for BSRTC To study what is the opportunity for BSRTC

SCOPE

The scope of the training is to know about the customer satisfaction and improve the quality of services as well as routes, technology. Organization can make a good relationship with customer; organization can know what the opportunity is for BSRTC. At present time it has 5000 employees and it is giving full salary to them with bonus. This corporation is making a big profit through private partnership.

MY CONTRIBUTION

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In our Summer Internship training I have done Market Research for new route for Public Private Partnership model and I was surveying on that old route where BSRTC buses ply. I have given 7 new routes for Public Private Partnership route and 3 old routes should be also in Public Private Partnership route. under the guidance of Mr. MAHESWAR PRASD, Divisional manager of the Bihar State Road Transport Corporation and Prof B.Jayakar, mentor and STP co coordinator.

Need Of The Study

To study the market of BSRTC buses. To study the growths of BSRTC revenue. To observe the extent of the market. To find out which type of service is preferred by the Passengers.

To study the different facilities of Public Private Partnership given by BSRTC. To study the market strategy of BSRTC. To study the organization structure of BSRTC. To study the, what is the opportunity for Public Private Partnership in Bihar. To find the potential market for Public Private Partnership. To find information about the competitors of BSRTC in the market. To practically understand the concept of marketing research & marketing in the field.

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LIMITATIONS:
A student stepping into an industry with an objective of conducting marketing field research is no doubt with theoretical knowledge, (at least, regarding the topics in which he is going to conduct the research), but equally inexperienced about the practical implementation of the outcome of the research in the industry. The presented project also does not escape from it. Thus, the limitations of this study are as follows

The time span allowed for data collection was about 42 days. Hence it was difficult to get all information within a short span of time. Finally, the Organization is a big concern and has huge records and data. The researcher has to carry out his study on random sampling basis, omitting various cases and records.

I was not in a position to verify the authenticity of the designation of the person whom we had corresponded in Organization.

This research is conducted on a very small sample size, so it might be

possible that the information given by such respondents may not match with the reply of the whole public of Bihar.

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CHAPTER - 2
ORGANIZATION PROFILE, INDUSTRY PROFILE AND LITERATURE REVIEW

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Organization Profile
BIHAR STATE ROAD TRANSPORT CORPORATION COMPANY PROFILE
Type:Industry:Founded:Public Service sector Government of Bihar (1950) Headquarter:Service:Employees:Division:Depots:Total vehicles:Pariwahan Bhawan Patna (Bihar) Passenger transportation 5,000(2011) 7(2011) 29(2011) 414(BSRTC-2011) 105(EDEN Express-2011) 64(Other-2011) 92(Coming in July-2011)

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The Bihar state Road Transport Corporation was established in May 1950 under the Road Transport Corporation Act, 1950. The Corporation is organized as a public Corporation with the objective to make cheap and convenient transport facilities available to the citizen of the state. It is also charged with the responsibility of rationalization and co-ordination of the road transport development in the state. For this purpose, certain routes in the state were nationalized and only B.S.R.T.C .was allowed operate passenger transport on them. Another objective behind the formation of the B.S.R.T.C. was to create more employment in the state and also to mobilize resources for the state plans. LIST OF NATIONALISED ROUTES FOR B.S.R.T.C.

SL.NO. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Name of Route Patna Nawada Bakhtiyarpur-Barahiya Patna-Pali Patna-Ranchi Monghyr-Bhagalpur Jamui-Chakai-Deoghar Munger-Surajgarh-Kajra-Kiul Nawada-Gaya Gaya-Ranchi Gaya-Sherghati-Deo Gaya-Dobhi-Jori-Hunterganj-Chatra Aurangabad-Pamarganj-Daudnagar
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Date on publish 12.07.1957 Do Do Do Do Do Do Do Do Do Do Do

13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38.

. Dobhi-Sherghati Gaya-Tekari-Mou Jamshedpur-Chaibasa Gaya-Dhanbad . Aurangabad-Dhanbad Imamganj-Dhanbad . Sheikhpura-Lakhisarai-Barahiya Nawada-Kodarma Bhagalpur-Dumka via Bansdiha Bhagalpur-Deoghar via Bansdiha Bhagalpur-Banka via Jagdishpur Dumka-Deoghar Gaya-Daltonganj Chauparan-Hazaribagh Kodarma-Hazaribagh Ranchi-Hazaribagh-Chauparan-Chatra Dumka-Hansdiha-Godda Deoghar-Hansdiha-Banka Amarpur-Akbar Nagar Mokamah-Barauni Hazaribagh-Ranchi Barhi-Bagodar-Dumari-Gobindpur Hazaribagh-Bagodar Giridih-Jamua-Kokarma Jamua-Chakai Ranchi-Chaibasa
35

Do Do Do 30-11-1957 Do Do Do 06-06-1959 04-11-1959 Do Do Do Do Do Do Do 07-12-1959 Do Do 04-01-1960 01-04-1960 Do Do Do Do Do

39. 40. 41. 42. 43. 44. 45. 46. 47.

Dumka-Sahebganj Dumka-Haripur Pahlezaghat-Sonepur-Muzaffarpur Pahlezaghat-Sonepur-Sitamarhi Muzaffarpur-Kalyanpur-Madhubani Muzaffarpur- Saurath-Jainagar Pahlezaghat-Chapra-Siwan Muzaffarpur-Barauni-Begusarai Muzaffarpur- Khagaria-KurshelaPurnea

29-07-1960 08-11-1960 15-03-1963 Do Do Do Do 26-08-1967 Do

48. 49. 50. 51. 52. 53. 54. 55. 56.

Ranchi-Bundu-Tamar-Chandil Jamshedpur-Baharagora Bhagalpur-Godda via Panjwar-Dumaria Muzaffarpur-Hazipur via Lalganj Muzaffarpur-Hazipur via Mahua Ranchi-Baro-Gumla Ranchi-Kuru-Chandwa-Daltonganj Muzaffarpur-Motihari Muzaffarpur-Darbhanga via Benibad

Do Do 28-05-1969 Do Do 14-01-1974 Do Do Do

In the initial years (1959-1960), it was run as a departmental undertaking. Beyond this period, the corporation is managed through a Board of Directors consisting of 13 members including 6 ex-officio members and one representative from the Railways. All the members of the board are nominated by the state government.

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The capital structure of the corporation consists of share capital from the state government and other sources including the Railways, Loans from the financial institutions and market borrowings. The Indian Railways was asked to contribute to the development of the B.S.R.T.C as this corporation is, in fact, performing a complementary service for the railways and saving it a substantial amount of financial resources which it would have incurred otherwise. As on March 1982, the corporation had a total investment of Rs. 47.75crores which made it second largest state level public undertaking in terms of capital investment in the state. Most of the capital has been utilized to acquire buses and construction of workshops and depots. Unlike the investment in power or irrigation projects, the investment in road transport has a very short gestation period before they become actually productive. At the same time, since investment of public funds is there, it is expected to earn reasonable surplus. The most important point in the evaluation of the road transport system would be to see the total demand and supply of passenger traffic through road. The demand would naturally depend upon the population, extent of road mileage and other means of transport like railways. If we compare Bihar with other states with regard of these indices, it would appear that the demand for road transport facilities would be much higher in Bihar as compare to many other states in India. Bihar is the second most populated state in the Indian Union and the network of railways is not consistently developed in the state. The Railways route length per 8,000 kilometer for Bihar is around 30, as compared to 42 for Punjab and West Bengal and 32 for Haryana. On the other hand, Bihar has favorable lengths of metal led roads and village roads compared to several other states. But the state has a very small number of buses operating on these routes. Under the existing system the private entrepreneurs are supposed to ply buses on the permits issued by the state government. The relatively lower number of buses in the state is obviously due to the policy followed by state government is granting routes to the private transport operators on the one hand and inability of the B.S.R.T.C to increase the number of buses by itself on the
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other. The numbers of buses under the B.S.R.T.C. operation were increasing very slowly. It is evident from the given table that while the total capital invested has increased steadily over the years, the performance of the corporation has declined in terms of efficiency and profitability. The total capital invested increased from Rs. 22.73crores in 1976-77 to Rs. 125.31crores in 198788. But the, fleet utilization (which is taken as percentage of the number of vehicles on road to the total fleet) is an important indicator of efficiency- both operational and financial. It is unfortunate that fleet utilization has come down to 53%in 1987-88, compared to 63% in 1976-77. Fleet utilization is generally influenced by factors like maintenance and repair facilities available, the condition of road besides the administrative ability and the age of vehicles. The physical performance of the transport utility is greatly influenced by the financial results.

Performance of the B.S.R.T.C Total capital Employed YEAR (Rs. In crore) Fleet utilization (%age)

1976-77 1982-83 1983-84 1984-85 1985-86 1986-87

22.73 53.49 58.24 70.05 83.63 106.28

63.20 60.00 _ 45.66 47.00 50.00

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1987-88

125.31

53.00

Starting with a fleet of 549 vehicles in 1959-60, the B.S.R.T.C had a fleet of 1612 buses in 1984-85. It carried 51.6 million passengers and earned revenue of Rs.19.81crores in 1987-88. While the revenue earned by the corporation has increased on account of revisions of fares and expansion of transport service, the corporation has been accumulating large losses. Most of internal earnings of the corporation is eaten away by the increase in expenses on account of increased price of fuel, lubricant, spares and wages and salaries to the staff. Unchecked growth of the working expenses since its inception inhibits its capacity to mobilize resources for its own expenses or to the state exchequer. For instance, in 1975-76 the corporation earned revenue of Rs.13.28crore but Rs.11.93crores was spent on working expenses, in 1976-77 it spent Rs.12.82crores on working expenses against the gross receipt of Rs. 13.03crores. Thus for its capital needs it had to depend upon the government loans and grants.

Performance of BSRTC YEAR 1959-60 1964-65 1969-70 1974-75 1979-80 1981-82 1982-83 PROFIT 0.96 _ _ _ _ _ _
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LOSS _ 20.21 38.11 155.15 401.49 886.42 950.09

1983-84 1984-85 1985-86 1986-87 1987-88

_ _ _ _ _

1209.08 1559.03 1659.03 2096.00 2384.00

The accumulated loss of the corporation is increasing progressively. Till 1963-64 it made a net profit of Rs. 0.23crore but beyond this period the corporation has never made surplus again. In 1987-88 it has incurred a net loss of 23.84crores rupees and accumulated loss of Rs. 140.37till March 1988. The main reason of these losses, as already stated, is the unnecessary expansion of working especially the rise in wages and salaries to its staff. It is interesting to note that the corporation is employing 6.3 persons per bus, and if we take out the over aged buses from the fleet, the ratio of employment per bus would further go up. For the efficient working of working of corporation it is necessary that the employment ratio is reduced and rationalized at least 4-3.5 persons per bus as in the case of large private operators elsewhere. In fact the corporation has employed over 30% of the employees in the non-technical area which is not really an ideal staffing pattern for a passenger transport organization. The BSRTC had highest cost of personnel per bus kilometers in 1975-76. The seventh finance commission had worked out this cost at 69.59 paisa in Bihar against 49 paisa in Andhra Pradesh, 37 paisa in Haryana, 36 paisa in Punjab and 38 paisa in Rajasthan. As we have seen the physical performance of the corporation is greatly influencing the financial result, such as, low fleet utilization, occupancy ratio and vehicle utilization. Besides the corporation are running its buses on less than 30% of the 84,962 kilometers road in the state. The other
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70% is left open to the private transporters who also operate on nationalized routes. This affects the revenue position of the corporation. Other factors which affect the financial performance of the BSRTC are the poor maintenance of the fleet which keeps as many as 40% of the buses out of operation at any given time. Nearly 20% of the fleet is over aged and has to be replaced. Age structure of the fleet is the most important consideration in a transport organization and it affects the operation of the origination considerably. Revenue realization through ticketing is also very low due to inefficiency and widespread corruption. As per recent figures available the revenue earned by the BSRTC was 3.64 paisa per passenger kilometer, the cost of providing service was estimated to be at 4.27 paisa per passenger kilometer. On the other hand the establishment cost has continued rising in recent years. It was Rs.11.44crores in 1985-86, Rs. 14.58crores in 1986-87 and Rs. 22.09crores in 1987-88. It is shocking that with near doubling of establishment cost the turnover of the corporation has increased only by roughly 33% over these years.

(Rs. In corers) Years 1985-86 1986-87 1987-88 Establishment cost 11.44 14.58 22.09 Turnover 16.42 17.80 21.40 Losses 16.59 20.96 23.84

What is more shocking is that despite increase in the establishment cost over these periods the losses incurred by the corporation have continued increasing from Rs. 16.59crores in 1985-86, through Rs. 20.96crores in 1986-87 to Rs. 23.84crores in 1987-88.

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An overall view states that over this most recent period for which the figures are available; while the establishment cost has increased almost by 100%, the total turn-over has increased only by 33% and the total losses have increased over this period by as a high a figure as only slightly less than 50%. No sooner comment could the possible then this on the efficiency of the corporation. After all these losses in1990 the government of Bihar not given any financial help to corporation and leave it its own condition. Corporation has all ready suffered big losses and in 1993 they started paying half salary of their employees. After this case BSRTC staff union went to High Court Patna against organization. Then the CM of Bihar said it is not our department. In 1998 the corporation went in that condition where it is unable to pay salary of their employ. Bihar Road Transport Corporation (BSRTC) has been in the red since 2001-02 and the NDA government of Nitish Kumar had been unable to turnaround its fortunes. BSRTC had incurred losses of Rs 31.26crores (2001-02), Rs 30.53crores (200203), Rs 34.53crores (2003-04), Rs 19.81crores (2004-05) and Rs 19.81crores (2005-06) as per CAG audit report. After the degree from Supreme Court the Bihar government has given 400 new buses to corporation in 2003-04. In 2000 Bihar has divided in two part:- Bihar and Jharkhand, but this corporation has divided on 1st April 2004. In divination 35% of all assets and liabilities given to Jharkhand and rest 65% left over in Bihar. In 2006 NDA government came in Bihar.

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There are seven divisions in Bihar State Road Transport Corporation:1. PATNA 2. CHHAPRA 3. GAYA 4. PURNEA 5. DARBHANGA 6. BHAGALPUR 7. MUZAFFARPUR

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It continued to bleed during the first two years of the NDA government reporting losses of Rs 38.27crores in 2006-07 and Rs 29.41crores in 2007-08. BSRTC also faced problems on operational front with only 239 buses out of 414 being in good condition to ply on the roads, he said adding a total 111 buses were totally out of order and not worth repairing.

The minister said a number of measures have been taken for revival of BSRTC, including repair of 100 buses for operation and about 122 buses will hit the roads soon under public private participation. A proposal for repair of another 64 buses was pending for his consideration and approval and a decision will be taken soon in the matter. The Bihar State Road Transport Corporation (BSRTC) suffered heavy loss of revenue as it spent Rs 60.92 per kilometers while earning only Rs 16.92 per kilometers in 2008-09. The corporation did not prepare its annual accounts from 2003-04 onwards and as such the accumulated losses, borrowings, assets and liabilities as at 31 March 2009 could not be ascertained, according to the report of Comptroller and Auditor General (CAG) of India. Provisional data for working results during 2004-05 to 2008-09 depicted that the corporation suffered a loss of Rs 80.75crores, earning Rs 16.92 per kilometers while spending Rs 60.69 per kilometers in 2008-09, it said the audit noted that with the right kind of policy measures and better management of its affairs, it was possible to increase revenue and reduce costs. The corporation has 414 buses as on 31 March 2009 and carried an average of 0.18lakhs passengers per day. The corporation did not hire buses for its operation. There were about 96 per cent routes where only private operators provide services exclusively.
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The state government provided Rs 107.35crores up to 2004-05 for various defined purposes. Bihar State Road Transport Corporation had accumulated losses of Rs 624.43crores (as on 31 March 2002) which had eroded its paid-up capital of Rs 101.21crores. The percentage utilization of vehicles reduced from 77 (2004-05) to 61(2006-07). Picture of BSRTC buses:-

Fig 2.1 Deluxe coach of BSRTC

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Fig 2.2 Under PPP city buses

Fig 2.3 Under PPP long distance buses

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Bihar State Road Transport Corporation (BSRTC) will run eight new 32-seater air-conditioned city buses by next week for commuters. Four AC buses each would ply on two routes route number one from Gandhi Maidan to Khagaul and route number two from Gandhi Maidan to Danapur. These AC buses will operate from 5am to 11pm and be available every one hour on their respective routes. These Marco Polo buses of Tata Motors will have modern facilities including CCTV cameras, emergency alarm button, inbuilt fire extinguishers, Global Positioning System (GPS), electronic ticketing machine (ETMs) and music system. These buses will have six seats reserved for women, two for old people and two for the physically challenged. The fares of these AC buses is yet to be decided, but is likely to be double the fares of Non-AC ones running in the city.

A proposal to have women bus conductors in these buses is under consideration. Eden Transport, a private firm, will run these buses too, along with the existing fleet of 70 city buses.

Besides, bus stops would also be constructed by next month. These bus stops will be like those in Delhi, with electronic board displaying the timetable of buses and the routes, and sufficient standing space with shade for commuters. The next plan of BSRTC is putting advertising on the body of buses. A fleet of 70 city buses were start plying on six main city routes. This will bring great relief to the office-goers and students.

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These buses are 32 seaters and also have standing facility like those in metros. These non-AC buses, along with providing easy transportation to Patnaites, would also ease the flow of traffic. If one gets late and misses the bus, there will be no reason to worry as the buses would be covering the six routes at a gap of every 10 minutes. The buses are also reducing the cost of transportation in the city. Though fares have been finalized, they are at least be 75% cheaper than the auto, Uday Singh Kumawat, state transport secretary, who is also holding the charge of administrator, Bihar State Road Transport Corporation. At present, regular daily ticket system is on the cards, but the state transport department is working out details about monthly passes for students and office-goers. Not only this, officials are also planning to provide several other facilities and seating arrangements for women. This project is in its final stage. Buses have been bought and registration formalities completed. Even the drivers and conductors have been assigned the job.

Future plans of BSRTC

The state government has decided to take concrete steps to boost tourism on an unprecedented scale. Special arrangements and packages have been designed to boost tourism, especially in Budhhist and Jain centres. As a step ahead, Bihar State Road Transport Corporation (BSRTC) is all set to change the face of travelling on Bihar roads. It will roll out as many as 92 AC luxury buses in different routes within the state. These inter-city buses will run across the state.

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In total, 92 luxury AC buses are proposed to run on 17 routes in the state. While 10 of these routes would connect Patna with other district headquarters, four other routes will be connecting Patna with district headquarters in the neighboring state of Jharkhand. Many of these luxury coaches are proposed to run by mid-August. We are planning to get mostly Volvo buses, said an official adding we want to ensure a complete smooth ride for our tourists as well as local passengers. The corporation that initiated the process of inviting applications from interested service providers in April this year, have already shortlisted a few of them and agreement has also been finalized. At present, the corporation is in the process of obtaining permits for these buses. Move over Patna. Roads in Muzaffarpur, Gaya and Bhagalpur, too, would now sport swanky buses for commuters. After the popularity of the ring route bus service launched in Patna on May 15, Bihar State Road Transport Corporation (BSRTC) would offer the people of the three towns a chance to catch up with their capital counterparts.

BSRTC, an undertaking of the state government, has recently initiated the process of inviting applications from service providers to run the buses in the proposed cities. We have invited applications for operating city bus services in the three cities under the subsidy scheme of the corporation. Under the proposal, 30 buses would be provided in Muzaffarpur, 20 in Gaya and 30 in Bhagalpur. We have just taken the first step in this regard, so it will not be possible for us to give an exact

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date when the buses would start running. We are trying to finalize all formalities at the earliest, said a senior BSRTC official. The official added the route of these buses has decided only after the final selection of applicants. According to norms, the buses are new or have been bought for the first time in 2011 having 32 seats. These buses are expected to be equipped with the latest technological devices like fire extinguishers and first-aid kits similar to those existing on ring route buses in the capital. The proposed vehicles would be operated from the bus depots of the corporation and the space for halting their vehicles would be provided by BSRTC to the operators. Under this scheme, BSRTC would provide a subsidy of Rs 7.5 lakh on each bus and the applicant would share 10 per cent of the total revenue, with the corporation. According to sources, bids have been invited and the bidder providing the maximum number of buses in a city would be selected first. Thereafter, the bidder providing the next highest number of buses would be chosen and this process would continue till the total requirements of buses are complete. Citizens, meanwhile, are delighted with the new city bus scheme.

Industry profile

Transport or transportation is the movement of people and goods from one location to another. Modes of transport include air, rail, road, water, cable, pipeline, and space. The field can be divided into infrastructure, vehicles, and
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operations. Transport is important since it enables trade between peoples, which in turn establishes civilizations. Transport infrastructure consists of the fixed installations necessary for transport, and may be roads, railways, airways, waterways, canals and pipelines, and terminals such as airports, railway stations, bus stations, warehouses, trucking terminals, refueling depots (including fueling docks and fuel stations), and seaports. Terminals may be used both for interchange of passengers and cargo and for maintenance. Vehicles traveling on these networks may include automobiles, bicycles, buses, trains, trucks, people, helicopters, and aircraft. Operations deal with the way the vehicles are operated, and the procedures set for this purpose including financing, legalities and policies. In the transport industry, operations and ownership of infrastructure can be either public or private, depending on the country and mode.

Passenger transport may be public, where operators provide scheduled services, or private. Freight transport has become focused on containerization, although bulk transport is used for large volumes of durable items. Transport plays an important part in economic growth and globalization, but most types cause air pollution and use large amounts of land. While it is heavily subsidized by governments, good planning of transport is essential to make traffic flow, and restrain urban sprawl. Mode Animal-powered Air Rail
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Road Water Elements Infrastructure Vehicles Operation Functions Passenger Freight Histories

Impacts Economic Planning Environment Mode

A mode of transport is a solution that makes use of a particular type of vehicle, infrastructure and operation. The transport of a person or of cargo may involve one mode or several modes, with the latter case being called intermodal or multimodal transport. Each mode has its advantages and disadvantages, and will be chosen for a trip on the basis of cost, capability, route, and speed. Animal-powered

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Animal-powered transport is the use of working animals for the movement of people and goods. Humans may ride some of the animals directly, use them as pack animals for carrying goods, or harness them, alone or in teams, to pull sleds or wheeled vehicles. Animals are superior to people in their speed, endurance and carrying capacity; prior to the Industrial Revolution they were used for all land transport impracticable for people, and they remain an important mode of transport in less developed areas of the world. Air A fixed-wing aircraft, commonly called airplane, is a heavier-than-air craft where movement of the air in relation to the wings is used to generate lift. The term is used to distinguish from rotary-wing aircraft, where the movement of the lift surfaces relative to the air generates lift. A gyroplane is both fixed-wing and rotary-wing. Fixed-wing aircraft range from small trainers and recreational aircraft to large airliners and military cargo aircraft. Two things necessary for aircraft are air flow over the wings for lift and an area for landing. The majority of aircraft also need an airport with the infrastructure to receive maintenance, restocking, refueling and for the loading and unloading of crew, cargo and passengers. While the vast majority of aircraft land and take off on land, some are capable of takeoff and landing on ice, snow and calm water. The aircraft is the second fastest method of transport, after the rocket. Commercial jets can reach up to 955 kilometers per hour (593 mph), singleengine aircraft 555 kilometers per hour (345 mph). Aviation is able to quickly transport people and limited amounts of cargo over longer distances, but incur high costs and energy use; for short distances or in inaccessible places helicopters can be used. As of April 28, 2009 The Guardian article notes that, "the WHO estimates that up to 500,000 people are on planes at any time. Rail

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Rail transport is where a train runs along a set of two parallel steel rails, known as a railway or railroad. The rails are anchored perpendicular to ties (or sleepers) of timber, concrete or steel, to maintain a consistent distance apart, or gauge. The rails and perpendicular beams are placed on a foundation made of concrete or compressed earth and gravel in a bed of ballast. Alternative methods include monorail and maglev. A train consists of one or more connected vehicles that run on the rails. Propulsion is commonly provided by a locomotive that hauls a series of unpowered cars that can carry passengers or freight. The locomotive can be powered by steam, diesel or by electricity supplied by trackside systems. Alternatively, some or all the cars can be powered, known as a multiple unit. Also, a train can be powered by horses, cables, gravity, pneumatics and gas turbines. Railed vehicles move with much less friction than rubber tires on paved roads, making trains more energy efficient, though not as efficient as ships. Modern high-speed rail is capable of speeds up to 350 km/h (220 mph), but this requires specially built track unloading of the cargo. Road A road is an identifiable route, way or path between two or more places. Roads are typically smoothed, paved, or otherwise prepared to allow easy travel; though they need not be, and historically many roads were simply recognizable routes without any formal construction or maintenance. In urban areas, roads may pass through a city or village and be named as streets, serving a dual function as urban space easement and route. The most common road vehicle is the automobile; a wheeled passenger vehicle that carries its own motor. Other users of roads include buses, trucks, motorcycles, bicycles and pedestrians.

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Automobiles offer high flexibility and with low capacity, but are deemed with high energy and area use, and the main source of noise and air pollution in cities; buses allow for more efficient travel at the cost of reduced flexibility. Road transport by truck is often the initial and final stage of freight transport. Water Water transport is the process of transport a watercraft, such as a barge, boat, ship or sailboat, makes over a body of water, such as a sea, ocean, lake, canal or river. The need for buoyancy unites watercraft, and makes the hull a dominant aspect of its construction, maintenance and appearance. In the 19th century the first steam ships were developed, using a steam engine to drive a paddle wheel or propeller to move the ship. The steam was produced using wood or coal. Now most ships have an engine using a slightly refined type of petroleum called bunker fuel. Some ships, such as submarines, use nuclear power to produce the steam. Recreational or educational craft still use wind power, while some smaller craft use internal combustion engines to drive one or more propellers, or in the case of jet boats, an inboard water jet. In shallow draft areas, hovercrafts are propelled by large pusher-prop fans. Although slow, modern sea transport is a highly effective method of transporting large quantities of non-perishable goods. Commercial vessels, nearly 35,000 in number, carried 7.4 billion tons of cargo. Transport by water is significantly less costly than air transport for transcontinental shipping; short sea shipping and ferries remain viable in coastal areas.

Elements Infrastructure
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Infrastructure is the fixed installations that allow a vehicle to operate. It consists of a way, terminal and facilities for parking and maintenance. For rail, pipeline, road and cable transport, the entire way the vehicle travels must be built up. Air and water craft are able to avoid this, since the airway and seaway do not need to be built up. However, they require fixed infrastructure at terminals. Terminals such as airports, ports and stations, are locations where passengers and freight can be transferred from one vehicle or mode to another. For passenger transport, terminals are integrating different modes to allow riders to interchange to take advantage of each mode's advantages. For instance, airport rail links connect airports to the city centers and suburbs. The terminals for automobiles are parking lots, while buses and coaches can operates from simple stops. For freight, terminals act as transshipment points, though some cargo is transported directly from the point of production to the point of use. The financing of infrastructure can either be public or private. Transport is often a natural monopoly and a necessity for the public; roads, and in some countries railways and airports are funded through taxation. New infrastructure projects can involve large spending, and are often financed through debt. Many infrastructure owners therefore impose usage fees, such as landing fees at airports, or toll plazas on roads. Independent of this, authorities may impose taxes on the purchase or use of vehicles. Vehicles A vehicle is any non-living device that is used to move people and goods. Unlike the infrastructure, the vehicle moves along with the cargo and riders. Vehicles that do not operate on land are usually called crafts. Unless being pulled by a cable or muscle-power, the vehicle must provide its own propulsion; this is most commonly done through a steam engine, combustion engine, electric motor, a jet engine or a rocket, though other means of propulsion also exist. Vehicles also

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need a system of converting the energy into movement; this is most commonly done through wheels, propellers and pressure. Vehicles are most commonly staffed by a driver. However, some systems, such as people movers and some rapid transits, are fully automated. For passenger transport, the vehicle must have a compartment for the passengers. Simple vehicles, such as automobiles, bicycles or simple aircraft, may have one of the passengers as a driver. Operation Private transport is only subject to the owner of the vehicle, who operates the vehicle themselves. For public transport and freight transport, operations are done through private enterprise or by governments. The infrastructure and vehicles may be owned and operated by the same company, or they may be operated by different entities. Traditionally, many countries have had a national airline and national railway. Since the 1980s, many of these have been privatized. International shipping remains a highly competitive industry with little regulation, but ports can be public owned.

Function Relocation of travelers and cargo are the most common uses of transport. However, other uses exist, such as the strategic and tactical relocation of armed forces during warfare, or the civilian mobility construction or emergency equipment. Borivali station platform numbers 3 and 4 during peak hours (8-9 a.m.). Note the crowd waiting on the left platform. From this platform trains depart for Churchgate, where the offices are located. Location: Borivali Station, Mumbai, India.
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Passenger Passenger transport, or travel, is divided into public and private transport. Public is a scheduled service on fixed routes; while private are vehicles that provide ad hoc services at the riders desire. The latter offer better flexibility, but has lower capacity, and a higher environmental impact. Travel may be as part of daily commuting, for business, leisure or migration. Short-haul transport is dominated by the automobile and mass transit. The latter consists of buses in rural and small cities, supplemented with commuter rail, trams and rapid transit in larger cities. Long-haul transport involves the use of the automobile, trains, coaches and aircraft, the last of which have become predominantly used for the longest, including intercontinental, travel. Intermodal passenger transport is where a journey is performed through the use of several modes of transport; since all human transport normally starts and ends with walking, all passenger transport can be considered intermodal. Public transport may also involve the intermediate change of vehicle, within or across modes, at a transport hub, such as a bus or railway station. Taxis and Buses can be found on both ends of Public Transport spectrum, whereas Buses remain the cheaper mode of transport but are not necessarily flexible, and Taxis being very flexible but more expensive. In the middle is Demand responsive transport offering flexibility whilst remaining affordable. International travel may be restricted for some individuals due to legislation and visa requirements. Freight Shipping Freight transport, or shipping, is a key in the value chain in manufacturing. With increased specialization and globalization, production is being located further away from consumption, rapidly increasing the demand for transport. While all modes of transport are used for cargo transport, there is high differentiation between the nature of the cargo transport, in which mode is chosen. Logistics
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refers to the entire process of transferring products from producer to consumer, including storage, transport, transshipment, warehousing, material-handling and packaging, with associated exchange of information. Inco term deals with the handling of payment and responsibility of risk during transport. Containerization, with the standardization of ISO containers on all vehicles and at all ports, has revolutionized international and domestic trade, offering huge reduction in transshipment costs. Traditionally, all cargo had to be manually loaded and unloaded into the hall of any ship or car; containerization allows for automated handling and transfer between modes, and the standardized sizes allow for gains in economy of scale in vehicle operation. This has been one of the key driving factors in international trade and globalization since the 1950s. Bulk transport is common with cargo that can be handled roughly without deterioration; typical examples are ore, coal, cereals and petroleum. Because of the uniformity of the product, mechanical handling can allow enormous quantities to be handled quickly and efficiently. The low value of the cargo combined with high volume also means that economies of scale become essential in transport, and gigantic ships and whole trains are commonly used to transport bulk. Liquid products with sufficient volume may also be transported by pipeline.

Air freight has become more common for products of high value; while less than one percent of world transport by volume is by airline, it amounts to forty percent of the value. Time has become especially important in regards to principles such as postponement and just-in-time within the value chain, resulting in a high willingness to pay for quick delivery of key components or items of high value-toweight ratio. In addition to mail, common items send by air include electronics and fashion clothing.
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 History of transport Humans' first means of transport were walking and swimming. The domestication of animals introduces a new way to lay the burden of transport on more powerful creatures, allowing heavier loads to be hauled, or humans to ride the animals for higher speed and duration. Inventions such as the wheel and sled helped make animal transport more efficient through the introduction of vehicles. Also water transport, including rowed and sailed vessels, dates back to time immemorial, and was the only efficient way to transport large quantities or over large distances prior to the Industrial Revolution. The first forms of road transport were horses, oxen or even humans carrying goods over dirt tracks that often followed game trails. Paved roads were built by many early civilizations, including Mesopotamia and the Indus Valley Civilization. The Persian and Roman empires built stone-paved roads to allow armies to travel quickly. Deep roadbeds of crushed stone underneath ensured that the roads kept dry. The medieval Caliphate later built tar-paved roads. The first watercraft was canoes cut out from tree trunks. Early water transport was accomplished with ships that were either rowed or used the wind for propulsion, or a combination of the two. The importance of water has led to most cities that grew up as sites for trading, being located on rivers or at sea, ofter at the intersection of two bodies of water. Until the Industrial Revolution, transport remained slow and costly, and production and consumption were located as close to each other as feasible. The Industrial Revolution in the 19th century saw a number of inventions fundamentally change transport. With telegraphy, communication became instant and independent of transport. The invention of the steam engine, closely followed by its application in rail transport, made land transport independent of human or animal muscles. Both speed and capacity increased rapidly, allowing
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specialization through manufacturing being located independent of natural resources. The 19th century also saw the development of the steam ship, which sped up global transport. With the development of the combustion engine and the automobile at the turn into the 20th century, road transport became more viable, allowing the introduction of mechanical private transport. The first highways were constructed during the 19th century with macadam. Later, tarmac and concrete became the dominant paving material. In 1903, the first controllable airplane was invented, and after World War I, it became a fast way to transport people and express goods over long distances. After World War II, the automobile and airlines took higher shares of transport, reducing rail and water to freight and short-haul passenger. Spaceflight was launched in the 1950s, with rapid growth until the 1970s, when interest dwindled. In the 1950s, the introduction of containerization gave massive efficiency gains in freight transport, permitting globalization. International air travel became much more accessible in the 1960s, with the commercialization of the jet engine. Along with the growth in automobiles and motorways, this introduced a decline for rail and water transport. After the introduction of the Shinkansen in 1964, high-speed rail in Asia and Europe started taking passengers on long-haul routes from airlines. Early in U.S. history, most aqueducts, bridges, canals, railroads, roads, and tunnels were owned by private joint-stock corporations. Most such transportation infrastructure came under government control in the late 19th and early 20th centuries, recently, however, a movement to privatize roads and other infrastructure has gained some ground and adherents.

Economic

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Transport is a key component of growth and globalization, such as in Seattle, United States Transport is a key necessity for specializationallowing production and consumption of products to occur at different locations. Transport has throughout history been a spur to expansion; better transport allows more trade and a greater spread of people. Economic growth has always been dependent on increasing the capacity and rationality of transport. But the infrastructure and operation of transport has a great impact on the land and is the largest drainer of energy, making transport sustainability a major issue. Modern society dictates a physical distinction between home and work, forcing people to transport themselves to places of work or study, as well as to temporarily relocate for other daily activities. Passenger transport is also the essence of tourism, a major part of recreational transport. Commerce requires the transport of people to conduct business, either to allow face-to-face communication for important decisions or to move specialists from their regular place of work to sites where they are needed. Transport planning Transport planning allows for high utilization and less impact regarding new infrastructure. Using models of transport forecasting, planners are able to predict future transport patterns. On the operative level, logistics allows owners of cargo to plan transport as part of the supply chain. Transport as a field is studied through transport economics, the backbone for the creation of regulation policy by authorities. Transport engineering, a sub-discipline of civil engineering, and must take into account trip generation, trip distribution, mode choice and route assignment, while the operative level is handles through traffic engineering. Because of the negative impacts made, transport often becomes the subject of controversy related to choice of mode, as well as increased capacity. Automotive transport can be seen as a tragedy of the commons, where the flexibility and comfort for the individual deteriorate the natural and urban environment for all.
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Density of development depends on mode of transport, with public transport allowing for better special utilization. Good land use keeps common activities close to peoples homes and places higher-density development closer to transport lines and hubs; minimize the need for transport. There are economies of agglomeration. Beyond transportation some land uses are more efficient when clustered. Transportation facilities consume land, and in cities, pavement (devoted to streets and parking) can easily exceed 20 percent of the total land use. An efficient transport system can reduce land waste. Too much infrastructure and too much smoothing for maximum vehicle throughput means that in many cities there is too much traffic and many if not allof the negative impacts that come with it. Transport and the environment Transport is a major use of energy, and burns most of the world's petroleum. This creates air pollution, including nitrous oxides and particulates, and is a significant contributor to global warming through emission of carbon dioxide, for which transport is the fastest-growing emission sector. By subsector, road transport is the largest contributor to global warming. Environmental regulations in developed countries have reduced the individual vehicles' emission; however, this has been offset by an increase in the number of vehicles, and more use of each vehicle. Some pathways to reduce the carbon emissions of road vehicles considerably have been studied. Energy use and emissions vary largely between modes, causing environmentalists to call for a transition from air and road to rail and human-powered transport, and increase transport electrification and energy efficiency. Other environmental impacts of transport systems include traffic congestion and automobile-oriented urban sprawl, which can consume natural habitat and agricultural lands. By reducing transportation emissions globally, it is

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predicted that there will be significant positive effects on Earth's air quality, acid rain, smog and climate change.

Review of literature
Demand chain management:- understanding demand requires a comprehensive knowledge of your customers, you should know what services are demanded by your customers; how do they make their purchases, how often they order and what constraints they face on the purchasing process. Very few organizations have mastered this concept. BSRTC was able to know all the above concepts through considerable focus into customer needs and grievances. Achieving competitiveness in passenger transportation

Challenged faced by organization:- The main challenge of BSRTC is to operate their buses on time and maintaining the schedule. Private bus operators are also a big challenge for BSRTC. BSRTC has less no of buses, so that they do not operate buses on every route.

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Review of literature
Demand chain management:understanding demand requires a comprehensive knowledge of your customers, you should know what services are demanded by your customers; how do they make their purchases, how often they order and what constraints they face on the purchasing process. Very few organizations have mastered this concept. BSRTC was able to know all the above concepts through considerable focus into customer needs and grievances. Achieving competitiveness in passenger transportation

Challenged faced by organization:- The main challenge of BSRTC is to operate their buses on time and maintaining the schedule. Private bus operators are also a big challenge for BSRTC. BSRTC has less no of buses, so that they do not operate buses on every route. Market research is any organized effort to gather information about markets or customers. It is a very important component of business strategy. The term is commonly interchanged with marketing research; however, expert practitioners may wish to draw a distinction, in that marketing research is concerned specifically about marketing processes, while market research is concerned specifically with markets.
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Market Research is a key factor to get advantage over competitors. Market research provides important information to identify and analyze the market need, market size and competition. Market research, as defined by the ICC/ESOMAR International Code on Market and Social Research, includes social and opinion research, [and] is the systematic gathering and interpretation of information about individuals or organizations using statistical and analytical methods and techniques of the applied social sciences to gain insight or support decision making. Market research began to be conceptualized and put into formal practice during the 1920s, as an offshoot of the advertising boom of the Golden Age of radio in the United States. Advertisers began to realize the significance of demographics revealed by sponsorship of different radio programs.

Market research is for discovering what people want, need, or believe. It can also involve discovering how they act. Once that research is completed, it can be used to determine how to market your product.

Questionnaires and focus group discussion surveys are some of the instruments for market research.

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CHAPTER - 3
RESEARCH METHODOLOGY

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Research methodology is used to search answers of the research questions. Methodology in common parlance refers to a search for knowledge. The advanced learners dictionary of current English lays down the meaning of research as a careful investigation or enquiry especially through search for new facts in any branch of knowledge. Some people consider research as a movement, movements from known to unknown. It is actually a voyage of discovery. We all posses the vital instinct of inquisitiveness for, when the unknown confront us, we wonder and our inquisitiveness makes us probe and attain full and fuller understanding of the unknown. This inquisitiveness is the mother of all the knowledge and the method, which man employs for obtaining the knowledge of whatever the unknown, can be termed as research. Methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Learning more about the consumer and about marketing is the heart of the research methodology. The research methodology has many dimensions and research methods to constitute a part of the research methodology. Methodology is the key to any kind research. It helps to maintain a track of what to do and not to do. It has various approaches to it. A good methodology works as a strong plan for collecting both primary and secondary data. There are different ways of adopting good methodology. There are two main ways to collect data, which is, primary and secondary. In fact, both are necessary to provide a balanced study on any kind of research. The type of research I used for my study based on BSRTC is analytical. As to my study I believe I have selected the right mix of techniques for the comprehensive approach, which can be suited well for the organization.
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RESEARCH PROCESS

Problem Formulation

Research Design

Sample Design

Data Collection Technique

Field Work

Analysis and Interpretation and Research Report

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In the planning of the project and survey, the entire schedule of work was divided into these steps which are as follows-

DEFINING THE OBJECTIVE:

To study the market of BSRTC buses. To study the growths of BSRTC revenue. To observe the extent of the market. To find out which type of service is preferred by the Passengers.

To study the different facilities of PPP given by BSRTC. To study the market strategy of BSRTC. To study the organization structure of BSRTC. To study the, what is the opportunity for PPP in Bihar. To find the potential market for PPP. To find information about the competitors of BSRTC in the market. To practically understand the concept of marketing research & marketing in the field.

DEFINING THE POPULATION:- Population refers to the total items about which the information is desired. Convenience sampling is used for study and the Sample size is 50 which have been collected by me from Bihar.

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FRAME THE SAMPELING UNITS: The elementary units or the group of such units may form the basis of sampling process, which are called as sampling units. A list containing all such sampling frames consists of a list of items from which the sample is to be drawn. It is often impossible to draw a sample directly from the population. In case of this project I simply located the different areas of Bihar and conducted a survey by taking the information in the form of viva.

DATA COLLECTION: There are several ways of collecting the data which differ considerably in context of money, cost, time and other resources. Primary Research This research follows the procedure of collecting the data through interviews, questionnaires, observation, Case studies, diaries, portfolios, etc. In fact this research is called primary because it is the initial step which the author has to take in order to begin the research. Two techniques has been used for this research namely survey and viva. This technique helps in generating qualitative data. The reason why I has chosen viva as one of the method of collecting primary data is that it is relatively cheap and can be accessible through direct. I also took servey with employees, supervisor and the manager in order to give the qualitative feedback. This method of qualitative data is most useful as it gives insight into how individuals or groups think about their surroundings. It helps in identifying and assessing emotions, values and attitude of respondent. This also helps to get the accurate information from the primary research. Primary data for my research on BSRTC was collected through following ways. Personal interaction with organization guide. Discussion with other officials in BSRTC.
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 Organizations policies and circulars. Viva, Surveys and Observations.

Secondary Research The data collected through this research is that data, which has already been collected by someone for a different purpose. In other words, the secondary data is someone else's work, which is shared by other people as a view to their perceptions and research work. Most research requires the collection of primary data to be supported with the secondary data. In other words, it is always a good idea to use other people's point of view as it can contribute to support the findings considerably. Secondary data for my research on PPP for BSRTC was collected through following ways Information collected by DTO office. Other sources To develop an effective survey following points should be kept in mind: Keep in view the problem to be studied. Proper sequencing of questions. Should be examined properly and if error found, should be removed.
Make a flow chart before doing survey.

METHODS OF COLLECTING DATA: collecting the data: Primary data

Normally there are 2 methods of

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Secondary data

In this project we require data which is necessary to obtain the secondary data. We have collected the information by directly communicating with the respondents. NON-RESPONDENT CLASSIFICATION: It is very necessary to classify the respondents from the sample who didnt give proper reply while conducting the research. The reason for doing this is that it may create a systematic SELECTION OF PROPER SAMPLE SIZE: A sample design is a definite plan for obtaining a result from the given population. In this project the sample size is of 123. ORGANISING THE FIELD WORK:- Fieldwork is done in this project individually with no biasness. The field work comprises of doing of survey by different sector individuals. EXECUTION OF THE PROJECT: Proper execution of the projects important. Steps should be taken to ensure that the survey is under statistical control so that the collected information is in accordance with the pre-defined standard of accuracy. SUMMARY AND ANALYSIS OF DATA: Once the data is collected the next task is to analyze it. The raw data should be classified into some purposeful usable categories. For example: tabulation, coding, etc. Analysis work, after tabulation, is generally based on the computation of various percentages, coefficients, etc. by applying various well defined statistical formulae.

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CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
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Market Research is a systematic, objective collection and analysis of data about a particular target market, competition, and/or environment. It always incorporates some form of data collection whether it is secondary research (often referred to as desk research) or primary market research which is collected direct from a respondent. The purpose of any market research project is to achieve an increased understanding of the subject matter. With markets throughout the world becoming increasingly more competitive, market research is now on the agenda of many organizations, whether they be large or small. Market Research is either quantitative, qualitative, or a combination of both. Qualitative and quantitative market research methods each provide different insights into customer behavior. Normally, research results are more useful when the two methods are combined. Data is collected from PPP bus owner in Bihar. Data is collected from daily services buses. Data analysis only based on Divisional manager and Depot

Superintendent knowledge through conduct meeting. I have taken 50 investors interview through these questioners and I got that many investor wants to invest on Nationalized route and they want to operate more AC buses.

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QU:1 On which route you want to investment?

ROUTE TO INVEST RESPONSE

NATIONALIZ E 25

LOCA L 10

CITY 15

Figure No. 4.1

INTERPETATION:-After analyzing the data, I got that 30% investor want to invest in city service, 20% investor on local route and 50% on nationalize route.

Qu.2 Which type of buses you want to give for BSRTC?

BUSES TO GIVE BSRTC RESPONSE

DELUX COACH

AC COACH 25

VOLVO COACH 10

15

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Figure no.- 4.2

Interpretation:- After analyzing the data, I got that 30% investor want to invest for deluxe coach, 20% investor for Volvo coach and 50% for AC coach.

QU. 3 How many buses you want to give?

NO. OF BUSES TO GIVE RESPONSE

FOR A WHOLE ROUTE 20

TWO TO FIVE 10

ONE 12

MORE THAN 10 8

Figure No.-4.3

Interpretation:- After analyzing the data, I got that 40% investor want to invest for a whole route, 20% investor for two to five buses,24%for one coach and 16% for more than 10 buses.

QU. 4 Which type of BSRTC buses you want to operate?

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TYPE OF BSRTC BUSES TO OPERATE RESPONSE

SEMI DELUX 30

DELUX 20

Figure No.-4.4

Interpretation:- After analyzing the data, I got that 40% investor want to operate deluxe coach and 60% for semi deluxe.

QU.5 How many BSRTC buses you want to operate?

NO. OF BSRTC BUSES TO OPERATE RESPONSE

ONE 25

MORE THAN ONE 15

WHOLE BUSES OF DEPOT 10

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Figure No.- 4.5

Interpretation:- After analyzing the data, I got that 50% investor want to invest for one bus, 30% investor for more than two buses,20%for whole buses of one depot.

QU.6 How many passenger travels daily in your buses?

NO. OF PASSENGERS TRAVELLING DAILY RESPONSE

FULL SEATING 20

OVERLOADE D 22

70% OF CAPACITY 8

Figure No. -4.6

Interpretation:- After analyzing the data, I got that 40% buses travelling with full seating capacity, 44% overloaded and only 16% buses goes 70%full of seating capacity.

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CHAPTER- 5
FINDING RECOMENDATIONS AND CONCLUSION

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Findings
The quality of service is above of average in the case of BSRTC compared to private operator. But the organization should continuously try to improve the quality aspect as is being done by other players in the field. This is quite a necessity as otherwise the figures may fall down. Continuous improvement is a must so that the customers will prefer BSRTC as their first choice in this category. This can be achieved with more modern equipments and proper guidance to employees and the rating can go high to excellent service.

Pricing of service is little bit high, which organization can further enhance with proper management. Present employee strength is satisfactory compared to other organization but more focus should be made to operational areas where the firm lesser has lesser employees compared to other organization.

The organization client handling, ease of service and customer service is having remarkable difference from the industry standards. The main focus need to be on the employee efficiency. Employee efficiency can be improved with a proper Human Resource Department.

Commenting on ease of service, website and client handling, the organization can further improve from where it is now.

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The efficient methods for retaining customers are Phone, Email, ticket booking agents and online booking.

Recommendations
Acquire Logistics Transportation:By acquiring logistic company in Bihar and different states like Jharkhand, West Bengal, UP will give BSRTC a wide presence in those areas as well as those states. Operations with logistical providers need to be enhanced further for operational effectiveness; more focus should be given to customer delight and cost effectiveness. Enter in to enter states services:BSRTC can enter other markets in the state to Jharkhand where the development of Railways and JSRTC is very low. Initiate Human Resource Department:Organization can initiate Human Resource Department to further enhance employee motivation. This will have favorable impact for the operational as well as total strengthening of organization. Employee guidance Client handling and services need to be followed in the same way and can be further enhanced with more support. This can be achieved by proper guiding of employees and other workers in the passenger transportation area.

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Conclusion
The universe everyday is witnessing unimaginable growth in majority of the industries. The transportation industry is one such industry that is rapidly growing. Worldwide transportation industry is distinguished by fast technological advances and is growing rapidly than most other industries over the past years. With stiff competition around, the company is likely to reduce the profitability but with proper management of operations and by proper customer desired services and also effectively utilizing its alliances it can maintain and improve the performance. The organization has enormous opportunities to grow beyond the expectations. BSRTC has come a long way from being just a service provider. The organization now has the value of being an ultimate service provider for passenger transportation and value adding as per customer needs. The present scenario and the future of the organization with regard the management are satisfactory. The organization can increase the market share by improving with more state art of technology. More importance is too given for HR development by having a separate department for IT. With the development of such a department, several favorable impacts such as increase in output per employee, increased loyalty, team spirit etc can be generated. As far as BSRTC is concerned it can be stated that through its excellent service, organization has shown a noticeable increase in the market share. However, there is some where the organization is not top-must position but it can certainly gear up in the near future and is committed to acquire that spot. On implementation of the above recommendations, the management can lead BSRTC to the top most position when bench marked in the coming years
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BIBLIOGRAPHY

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References Books
V S Ramaswamy and S Namakumari- Marketing Management- Global Perspective Indian Context, Edition- Fourth, Published by-Macmillan, , Page no- 743-764 Philip kotler, Kelvin - Principles Of Marketing, Edition- Twelfth, Published by-Pearson, Page no- 101-114 Philip kotler, Gary armstrong, Prafulla Y. Agnihotri, Ehsan no- 90-111 Christopher Lovelock, Jochen Wirtz, Jayanta Chatterjee -Services Marketing, Edition- Sixth, Published by-Pearson Zeithaml, Bitner,Gremier,Pandit -Services Marketing, Edition- Fourth, Published by-Tata Mc Graw Hill Shaikh Saleem-Business Environment, Edition- Second, Published byPearson, Page no-567-579
C.R. Kothari- Research methodology, 2nd edition, New age international

Ul Haque-

Principles Of Marketing, Edition- Thirteenth, Published by-Pearson, Page

publication,2004, page no. 95

News Paper
Times Of India

Prabhat Khabar

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Websites
http://en.wikipedia.org/wiki/Marketing_research_mix http://www.marketingprofs.com/articles/2001/4745/marketing-research-

strategy
http://www.google.co.in/search?

hl=en&source=hp&q=bsrtc+bihar&aq=1&aqi=g3g-s7&aql=&oq=bsrtc
http://www.google.co.in/search?

hl=en&source=hp&q=bsrtc+patna&aq=1&aqi=g2g-s8&aql=&oq=bsrtc+
http://www.telegenisys.com/articles/understand-market-dynamics-better-

with-market-research-services-outsourcing.html
http://www.marcommwise.com/article.phtml?id=436 http://economictimes.indiatimes.com/opinion/india-emerging/adapt-to-

ever-changing-market-dynamics-vikas-jainmicromax/articleshow/6116970.cms

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Questioner For Survey:(1.) On which route you want to investment? (a) Nationalize route (b) Local route (c) City service

(2) Which type of buses you want to give for BSRTC? (a) Deluxe coach (b) AC coach (c) Luxuries coach

(3) How many buses you want to give? (a) For a whole route (b) Two to Five (c) One (d) More than ten

(4) Which type of BSRTC buses you want to operate? (a) Semi Deluxe Coach (b) Deluxe coach

(5) How many BSRTC buses you want to operate? (a) One (b) More than one (c) Whole Buses of a depot

(6) How many passenger travels daily in your buses? (a) Full seating capacity (b) Over loaded (c) 70% of seating capacity

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