Critical Attributes in Service Quality & Passengers Satisfaction:An Empirical Study of UPSRTC in Agra District

Abstract

The primary purpose of this study is to explore the quality and performance of public transportation services provided by Uttar Pradesh State Road Transport Corporation (UPSRTC) in giving satisfaction to the customers. Customer satisfaction is a central concept in modern business thoughts and practices. This concept emphasizes delivering satisfaction to consumers, obtaining profits and customer loyalty in return. If there are no buyers to what a firm is producing as goods and/or as services, it makes no meaning of continuing the business. Amid cut-throat competition of today, however, selling of goods and services is no more an easy job. UPSRTC is also facing competition from private transport service providers and neighboring state transportation corporations. This paper explores the generic service quality issues and attributes concerning customer satisfaction. It also illustrate that the demands for the improvements are high as the customer are very dissatisfied about the quality of services, in all the attributes chosen except one, being offered by UPSRTC. The only attribute showing high satisfaction among passengers is that the travel using UPSRTC is cheaper.