Apr-Jun.12 - the Nitie

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A Conceptual Model for Gauging Overall Performance in Public Transport: A Case Study M.Vetrivel Sezhian * T.Nambirajan *** C.Muralidharan ** S.G.Deshmukh **** The case study presents a conceptual model aimed at gauging the overall performance of a public transport. consisting of eight models namely, fuzzy TOPSIS - fuzzy AHP multivariate analyses - which includes principal component analysis (PCA), discriminant analysis (DA), and multivariate analysis of variance (MANOVA); perceptual mapping (PM), performance importance matrix (PIM); and a composite model integrating conjoint analysis (CA) with the traditional QFD. This case study in a public sector passenger bus transport can incorporate two types of data namely; operational characteristics data and customers’ or passengers’ characteristics data. Key Words: Overall performance, Public transport, Fuzzy TOPSIS - fuzzy AHP, Principal component analysis, Discriminant analysis, MANOVA, PIM, Conjoint analysis, QFD. * Professor, Department of Mechanical Engineering, Dr. Paul’s Engineering College, Villupuram - 605109, TamilNadu, India vetrivel_sezhian@yahoo.co.in ** Professor, Department of Manufacturing Engineering, Annamalai University, Chidambaram - 608002, TamilNadu, India muralre@yahoo.co.in *** Professor, Department of Management Studies, Pondicherry University, Pondicherry - 605014, Pondicherry, India rtnambirajan@gmail.com **** Professor, Department of Mechanical Engineering, Indian Institute of Technology Delhi, New Delhi - 110016, India deshmukhsg@hotmail.com Introduction In several Asian countries, the public sector occupies an important position in the economy. Bus is a very popular mode of transportation in India because of contribution to the national economy. In India, the state road transport undertaking (STRUs), with 58 members, form the backbone of mobility for urban and rural population across the country. They ply over 1,15,000 buses, serving more than 65 million passengers a day and also providing employment directly to 0.8 million people (ASRTU). Effectiveness is the extent to which the output of service providers meets the objectives set for them. uses its resources to produce outputs — that is, the degree to which the observed use of resources matches the optimal use of resources, to produce outputs of a given quality. This can be assessed in terms of technical, 2006). In short, effectiveness is about ‘doing the right (Svikis, 2003). Thus improving the performance of an A government sector service provider might increase the of service; viz., a state transport undertaking might the same number of passengers. This could increase providing satisfactory outcomes for passengers and so, there is a necessity to develop effectiveness indicators (Bhagavath, 2006). However, as it is serving a large amount of passengers, the quality of service is the main concern of this issue. In the road transport sector Vol. 36, No. 2, April-June, 2012 42
in India, liberalization of the automobile industry and rapid increase in per capita income have led to a shift towards personal vehicles. The share of public transport, on the other hand, has declined over time. The economy is now being constrained by the increasing number of vehicles causing congestion, and thus slower speeds on roads, increased pollution. Transport infrastructure is recognized as being the critical constraint here utilization of the available transport infrastructure would require meeting mobility needs through a greater share of public transport (Planning Commission, 2002). The road passenger transport in India is operated partly by public sector and largely by private sector comprising about 29% and 71% respectively of the total number of buses. ‘The public sector should also strive to create customer value just as the private sector does’, for which understanding the customer expectations are of immense importance (Rahman and Rahman, 2009). Over the last few years, companies have gradually focused on service quality and customer satisfaction. well as customers, particularly, for transit agencies and passengers. An improvement in the quality of service rendered will attract further commuters. This would and noise pollution, and energy consumption because individual transport would be used lesser (Eboli and Mazulla, 2007). The development of techniques for analysis of customer satisfaction is very much essential, in order to identify various aspects of the offered services and hence to enhance customer satisfaction. The measure of how products and services supplied by a company meet or surpass the customer’s expectation is seen as a vital performance indicator. In a competitive marketplace where businesses compete for customers, it is seen as a key indicator as to how successful the organization is in providing quality services. The level of expectation can also vary depending on other factors, such as, other products against which they can compare the organization’s products. The usual measures of getting this involve a survey with a set of statements using a Likert’s scale (1 to 5). The customers are asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured (Wikipedia). Initially, when a customer survey is to be conducted, a questionnaire to be considered is to be listed. The various inputs could be obtained for the same through brainstorming. Experience and thorough knowledge are vital for evolving a comprehensive and adequate list of questions or parameters (Chidambaranathan et al 2009). The experience and expertise of academicians and experts from the sector concerned would form a part of the exercise. The list of questions evolved may initially be administered to a group of customers to ascertain if all the parameters are important or necessary. 2. Literature Review 2.1 Performance improvement studies conducted in the transport sector A discussion is presented herein about some of the literature available on studies conducted in the transport sector in various countries to gauge the customer satisfaction and quality of service using various tools and techniques. Mazzulla and Eboli, (2006) have presented the use of service quality index for measuring the effectiveness of supplied services in a public transport. It is calculated using the service quality attributes and their weights; and this can be used by transport agencies to improve the quality of supplied service. Transit cooperative research program (TCRP), (1999) focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It is of interest to transit managers, and transit planners, as it provides methods to identify, implement, and quality service. Extending the quality of public transport (EQUIP) project report, (2000) is a handbook for the self-assessment of internal quality performance by local passenger transport operators for continuous improvement. Quality approach in tendering urban public transport operations (QUATTRO), (1998), calls for a series of recommendations to public authorities, operators and, for some aspects, to the equipment manufacturing industry, which is a major contributor to total quality in public transport. In the literature, Vol. 36, No. 2, April-June, 2012 43
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