QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFCTION WITH BMTC

I, Mahesh Balgi, a student of City College. I am in 4 th sem. M.B.A. I am

conducting a customer satisfaction survey on BMTC services. I kindly request you
to fill the questionnaire and provide necessary information regarding above. As it
is a part of my curriculum activity. I would like to have your kind response.

I will be highly grateful to you if you give me a few minutes of your precious time.

NAME:……………………… Contact no……………….

Address:…………………………..

…………..........................

1. Sex:
Male ( ) Female ( )

2. Age group:
15 to 30 years ( ) 31 to 40 years ( )

41 to 60 years ( ) Above 60 years ( )

3. Occupation:
Employer ( ) Student ( ) Professional ( )

Employee ( ) Self employed ( ) Other ( )

4. Annual income
2000 to 5000 ( ) 5000 to 8000 ( ) 8000 and above ( )

5. Do you use BMTC bus services?

Yes ( ) No ( )
6. Which bus you use to travel?
Ordinary ( ) Pushpak ( ) Suvarna ( ) Big 10( )

Vayu vajra ( ) Vajra ( ) Big circle ( ) Atal sarige ( )

Marcopolo ( ) Others ( )

7. How often do you take bus transport as a transport measure.?

Daily ( ) About once a week ( )

About once a month ( ) Rarely ( )

8. What is the main reason you travel by bus?

School ( ) Work ( )

Shopping, entertainment ( ) Any other……………

9. How satisfied are you with the city bus services schedule?
Very satisfied ( ) Somewhat satisfied ( )

Somewhat dissatisfied ( ) Dissatisfied ( )

10.How satisfied with are you with the city bus service routes?
Very satisfied ( ) Somewhat satisfied ( )

Somewhat dissatisfied ( ) Dissatisfied ( )

11.How satisfied are you with city bus current fair?

Very satisfied ( ) Somewhat satisfied ( )

Somewhat dissatisfied ( ) Dissatisfied ( )

12.Do you feel comfortable while travelling in bus?

Yes ( ) No ( )
13.Do you feel BMTC should provide special buses for students, senior
citizens?
Yes ( ) No ( )

14.Do you feel buses are overcrowded in peak hours of travel?

Always ( ) Sometimes ( )

Rarely ( ) Never ( )

15.Do you feel BMTC should provide nonstop buses from one destination to
another destination?
Yes ( ) No ( )

16.The behavioral conduct of BMTC drivers is?

Good ( ) Average ( ) Needs improvement ( )

17.The behavioral conduct of BMTC conductor is?

Good ( ) Average ( ) Needs improvement ( )

18.BMTC should provide digital display for next bus arrival timings at every
bus stop?
Yes ( ) No ( )

19.Please tell us what you feel is the major problem bus transportation is facing
today?
Traffic ( ) Bus schedules ( )

Safety ( ) Cost ( ) Others ( )

20.If METRO comes will you use bus services?

Yes ( ) No ( )

21.Do you get a seat which is allotted to you in buses?

Yes ( ) No ( )
22.Do the drivers or conductor take care for the safety of the commuters while
getting in or getting out?
Yes ( ) No ( )

23.Do the drivers stop the buses at specified stops?

Yes ( ) No ( )

24.Which kind of a ticket you prefer for travelling in BMTC?

Daily ticket ( ) daily pass ( )

Monthly pass ( ) Annual pass ( ) Any other………

25.Are you satisfied with the interiors of BMTC buses?

Yes ( ) No ( )

26.Are aware of BMTC call center services?

Yes ( ) No ( )

27.Have you interacted with them anytime?

Enquiry ( ) Suggestion ( ) Complaint ( )

28.Do you feel BMTC should provide coin box phone facility inside buses?
Yes ( ) No ( )

29.Do you feel BMTC should provide drinking water facility inside buses ?

Yes ( ) No ( )

30.Any suggestions-
……………………………….
……………………………….

*THANK YOU *