Market share of STUs is under great threat owing to the availability of number of alternative travel modes and acute competition available today. This cut throat competition necessitates greater focus on the customer to attract and retain him with STU.

Today, the State Transport Undertakings (STUs) have to compete with other operators in the market and excel in quality to attract and retain the passengers. The organisations which were once monolithic enjoying monopoly have to co-exist today with other operators and run the services profitably.

Public transport is today facing a highly competitive market and qualitative excellence of the service provided is the only way to improve the market share and sustain competition. A constant feed back on customer requirements and perception is obtained regularly through Market surveys. (Oct-Dec 2007)