Service sector - Major issues in State Road Organisations.

Hi,
As a faculty of marketing, I keep on observing the various issues on marketing in day to day life. This time I would be talking about the service quality parameters learnt by us are rarely used by the employees of some of the state owned transport buses. In certain states the situation is very pathetic and massive action is required to benefit the travellers as well as these organisations. for example the empathy and responsiveness to the passenger's requirement is at a low ebb with Haryana Roadways. In spite the great strides in technology and sophistication levels, still the model and bus design is very obsolete and having lot of body vibration and noise in most of the buses.
Some of the researchers have already commented that if road transport improved qualitatively the space on the highway and per person fuel cost can be curtailed as compared to usage of cars and private vehicles. But the planners must decide very fast on these issues.