M Vetrivel Sezhian

Dr. C Muralidharan

Dr. T Nambirajan

Dr. SG Deshmukh

Abstract

The study is aimed at evaluating the customer expectations in a public transport which is a crucial sector for transportation of people in India. A questionnaire consisting eighteen quality characteristics was administered to passengers of three bus depots of one division of a state road transport undertaking (SRTU) in south India. A Kruskal Wallis H test has been done to ascertain the existence of significant difference among responses obtained from passengers of the three depots for various attributes.

Keywords- Public bus transport, Customer expectations, Kruskal Wallis H test.