A Study of Customer Satisfaction Level of Ola and Uber Paid Taxi Services With Special Reference To Pune City
A Study of Customer Satisfaction Level of Ola and Uber Paid Taxi Services With Special Reference To Pune City
Abstract: Every other day in India, there is a new start up offering efficient cab service to the citizens
operating in urban and rural lifestyles. This raises a question that is India going through a possible 'Taxi
Revolution'? In this paper an attempt has been made to study the customer satisfaction level of the people
who are using OLA and UBER cabs in Pune city. In the paper it shows who is leading the paid taxi market
in Pune city, reasons for choosing OLA/UBER over other Auto/Bus services. It has also been seen that
almost 100% respondents are using paid taxi services in Pune city i.e. OLA/UBER. This article seeks to
understand the dynamics of Pune’s taxi market by studying various factors like the pricing, market share,
revenue models, app convenience, etc.
INTRODUCTION
Indian taxi market: The taxi market scenario in India is hugely fragmented. The taxi market in
India is divided into two major segments which are the organized and unorganized markets. The
unorganized market has a market value of $8.5 billion and the organized market holds a market
value of almost $500 million. The Indian taxi market is forecast to grow at a CAGR of 13.7%
during 2017-2022. The organized sector is the recently emerged segment in the market scenario.
It is further classified into owners, affiliators and aggregators. The owned vehicle segment is
inclusive of the pure car rental companies like Meru.
OBJECTIVES
1. To study the satisfaction level of respondents for Comfort level and Waiting period after
booking OLA/ UBER cab.
2. To study the overall analysis of OLA/UBER services and what exactly people think about
OLA/UBER in Pune city.
3. To study the Motivational factors which drive people to use OLA/UBER cab services in
Pune city.
RESEARCH METHODOLOGY
The research methodology means the way in which we would complete our prospected
task. Before undertaking any task it becomes very essential for anyone to determine the
problem of study.
Time and date of data collection: 10th June 2018 – 5th August 2018
Data Collected: Primary ( Structured Interview )
To obtain the primary data from customers, I used the research instruments like
questionnaire and personal interviews with the customers using OLA and UBER paid taxi
service. At the time of interview the researcher made clear the nature and purpose of the
study. The interviews help to elicit further detailed information. Good representation of
Gender, Education, Age groups, Occupation, Demographic factors were considered during
the study.
No. of Respondents: 402, Sampling: Convenient sampling, Sample Size: 402
Cross sectional: At one point of time in a population
DATA ANALYSIS
This chapter discusses the data analysis from 402 responses collected from various age group
people who are using OLA/UBER paid taxi services in Pune city. This chapter solely focuses on
presenting the gathered data in a meaningful way to facilitate the research that is to find out the
customer satisfaction level of OLA/UBER cabs. This provides the background to the respondents
by analyzing their demographic details. Tables and diagrams have been used to facilitate a
simplistic reader-friendly writing.
Interpretation:
From the above graph we can interpret that maximum respondents prefer Safety as the most
important factor while choosing OLA / UBER cabs in Pune city
Interpretation:
Maximum respondents i.e 88% are satisfied whereas 10% respondents are not satisfied with the
App of OLA/ UBER.
Interpretation:
We can see that 138 respondents are (Satisfied) and 14 respondents are (Highly unsatisfied) with
the comfort level provided by the paid taxi services in Pune city.
Interpretation:
Respondents are satisfied with the services provided by OLA/UBER as there are 68%
respondents who didn’t have any complaint and 23% respondents have complaint.
Interpretation:
Maximum no. of respondents will surely recommend OLA/UBER to their friends.
Interpretation:
Maximum no. of respondents have rated (Satisfied) for OLA/UBER in Pune city.
Interpretation
There are 59% respondents who have to wait 0 -10 min, 33% respondents have to wait for 10-20
min and 6% respondents have to wait 20-30 min after booking OLA/UBER
Interpretation
From the above data we can interpret that 50% respondents say that they don’t get any kind of
discount offers from OLA/UBER and 46% respondents say they get discount offers
Interpretation:-
We can see that 86% respondents are satisfied and10% respondents are not
satisfied with the payment options provided by OLA/UBER.
References:
1. http://www.iosrjournals.org/iosr-jbm/papers/Vol20-issue2/Version-2/E2002023037.pdf
2. http://www.iosrjournals.org/iosr-jbm/papers/Conf.17001-2017/Volume-1/11.%2073-
78.pdf
3. https://www.techsciresearch.com/report/india-taxi-market/1450.html
4. www.satista.com