Traveller Satisfaction with TNSTC Town Bus Services: A Study with Special Reference to Kanyakumari District

▤ Abstract

Traveller’s road transport is a key component of economic development and plays a vital role in ensuring customer satisfaction. In India, road transport is the most widely used mode of travel, accounting for approximately 85% of passenger traffic and 60% of freight movement, primarily due to its easy accessibility. The country boasts a vast and expanding road network, including national highways that connect major cities and tourist destinations. Tamil Nadu State Transport Corporation Limited (TNSTC), the world’s largest bus corporation, operates intra- and intercity bus services across South India, providing affordable, comfortable, and timely transportation to the public. This study evaluates the performance of TNSTC in Kanyakumari district and analyses traveller’s satisfaction with its services. The analysis is based on primary data collected from 384 respondents through structured questionnaires. Tools such as simple percentage analysis, the Kruskal-Wallis test, and the Mann-Whitney U test were employed for data interpretation. The study reveals that frequency of usage significantly influences satisfaction with TNSTC’s time schedule, whereas age and gender have no notable impact. Most respondents are under the age of 25, prefer alternative modes of transport, and travel for personal reasons. It is recommended that TNSTC conduct regular feedback surveys among frequent users to enhance schedule reliability and overall service quality.

♙ Authors (1)

• GR Dr. G. Rajesh Babu Contributing author