Service Quality in Private Bus Service – A Case Study of Pune-Nagpur Bus Services

Organizations are becoming increasingly aware of the importance of quality in maintaining competitive advantage. Total Quality Management has been a demand for business during the last decade and the whole issue of quality has received massive attention in business. Quality in services is basically a customer oriented phenomenon. The quality of service delivery results in customer satisfaction and their retention as it reinforces the perception that the value of the service received is greater than the price paid for it. Quality in private bus services plays an important role. Customer's expectation is high in getting quality service in this type. Customers are not expecting comfort but also demand various facilities requirements. Survey has been done of various transport bus operators.