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Paper Details

Customer Relationship Management in Gujarat State Road Transport Corporation

Customer Relationship Management in Gujarat State Road Transport Corporation

Dr. Shilpa Trivedi

Journal Title:GLOBAL JOURNAL FOR RESEARCH ANALYSIS
Abstract


GSRTC has played a pivotal role in the economic growth of the state through operating an extensive passenger transport network and reaching out to villages. GSRTC has tried to reconcile the twin objectives of community service and financial viability. GSRTC provides passenger services to 95.99% villages covering 99.19% population from their own village. This paper emphasizes on the Customer Relationship Management in GSRTC. The main objective of this paper is to ascertain the effectiveness of Customer Relationship Management in GSRTC and to identify the area of potential improvement and thereby improve the quality of passenger services. The paper highlights the 4 dimensional CRM Model adopted by GSRTC and its application in GSRTC. The study reveals that application of CRM model brings 14.74% compound annual reduction in complaints over the time.

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