Prof. M. Vetrivel Sezhian
Dr. C. Muralidharan
Dr. T. Nambirajan
Dr. S. G. Deshmukh
Abstract
This study aims at evaluating the customer expectations in a public sector passenger transport company which is a crucial sectorfor transportation of people in developing countries like India. A questionnaire containing eighteen quality characteristics was administered to various customers ofthree bus depots of one division of a state road transport undertaking (SRTU) in south India. Two quality dimensions, viz. customer expectations and company responsibilities, have been identified based on principal component analysis. Subsequently a model for predicting the performance has been developed using multiple-discriminant analysis which will help managers to focus on and to improve the performance ofthe bus depots.
Keywords- Public bus transport, Customer expectations, Factor analysis, Multiple-Discriminant analysis.