PROJECT REPORT

ON

“A comparative analysis of consumer preferences towards cabs

service provider companies UBER & OLA”

Submitted in partial fulfilment of the requirement for the award degree of

BACHELOR OF BUSINESS ADMINISTRATION

[Session: 2018-2021]

Under Supervision Of: Submitted By:

Dr. Praveen Sharma Saloni Jaiswal
(Head Of Department) College Roll No.: 4704
Uni. Roll No.:

G.V.M GIRLS COLLEGE, SONEPAT

AFFILIATED TO MDU, ROHTAK
 DECLARATION

I Saloni Jaiswal , a student of Sixth Semester, Bachelor of Business

Administration Roll No 2275620007 of , G.V.M Girls College, Sonepat
under the Maharshi Dayanand University, Rohtak declare that the
Project Report entitled A comparative analysis of consumer
preferences towards cabs service provider companies UBER & OLA”
being submitted by me is an original piece of work done by me under
the Supervision of Dr. Praveen Sharma . The matter presented has
not been copied from any other existing report. However, extracts of
any literature which has been used for this report has been duly
acknowledged providing details of such literature in the references.
Also, this Project Report has not been submitted for the fulfilment of
the requirements for the award of any other Degree or Diploma to
any other college/institution/university.

Signature:
Name :Saloni Jaiswal
University Roll No:
Uni. Rgn. No. : 1817440191
Dated:
Place:

COUNTERSIGNED

Signature
Dr. Praveen Sharma
HOD (BBA Department)

COUNTERSIGNED

Signature & Stamp

Ms. Jyoti Juneja
Principal G.V.M Girls College, Sonepat
 ACKNOWLEDGEMENT

This report has been made possible due to invaluable support

of a number of people to whom I owe my heartfelt gratitude
and without whose help, I may not have been able to
complete this report.
First of all I would like to thank……….who was there to guide
me at every step during the course of this project. They gave
me tips for improvement in project whenever required. Apart
from this I feel indebted to all faculty members of G.V.M
GIRLS COLLEGE especially who have helped, developed the
right kind of attitude scholastic excellence in me.
I got help from my college library for making my project
work.
Last but not the last; I am very much thankful to my parents,
friends and all those persons who made this research project
possible, for their consistent guidance and constructive
criticism.

Saloni Jaiswal
BBA 3yr.
 TABLE OF CONTENTS

S.NO. PARTICULARS P. NO.

Acknowledgement
Declaration
Executive Summary
1. Introduction 1-3
2. Company Overview 4-7
3. Objective Of Report 8-9
4. Research Methodology 10-11
5. Data Analysis & Interpretation 12-37
6. Findings 38-40
7. Conclusions 41-42
8. Suggestions 43-44
9. Limitations Of The Study 45-46
10. Annexure 47-55
Bibliography
Questionnaire
Executive Summary
 EXECUTIVE SUMMARY

Today’s business environment is changing rapidly with increasing

turbulence and uncertainty. Companies are under pressure to
seek new strategies and to make quick decisions to overcome
changes. As the rate of changes increases, so does the need for
fast and immediate response, which implies higher flexibility.
Such conditions increase the importance of providing better
services to the customers and to take their feedback to improve
your services.
Providing better services helps the company to gain acceptance
in the market as well as increase the brand value which also
helps to make their employees in a better manner. It also
provides opportunity to companies to improve in areas where
they are lacking behind.
The purpose of undertaking of this project was to compare and
measure the services of both the cab service provider Ola and
Uber through the facilities and satisfaction they are providing to
the customers and the factors affecting the choice of both of
them.
Concluding, the summary my project findings were respondents
are satisfied with the services of both Ola and Uber but still Uber
is better and they are providing better services in terms of cost
effectiveness, timeliness, communication, reliability, and
expression and attitude and the app of Uber is more convenient.
And people are attracted towards the feature of these cab
service providers of tracking the driver and traceability of driver
and safety and they book Ola and Uber for leisure, late night
travel and business travel. The limitations were the sample size
because of limited region study.
Introduction

1
 INTRODUCTION
The Cab/Taxi Industry in India
While the concept of radio taxis has existed in India for a long
time, the advent of internet and advancement in the field of
technology is proving to be a boon for this segment, and is
playing a key role in transforming the way people travel on a
daily basis.According to a market report published by TechSci
Research, the radio taxi services market in India is projected to
grow at a CAGR of over 17 per cent during 2016-2021. Its growth
is expected to come from rising promotional activities by radio
taxi operators, and need for enhanced safety & security features
for both drivers and commuters. Moreover, the growing
prevalence of aggregator model in the realm of transportation
via cabs is expected to influence many traditional radio taxi
companies to upgrade their existing business model, and further
improve their services in the future.
Another reason why most cab companies have begun to utilize
the power of internet to maximize business reach is the rising
demand for such services owing to changing lifestyle, coupled
with rise in disposable income that is encouraging many to opt
for such services.
The Research project on “A comparative analysis of consumer
behaviour towards cabs service provider companies UBER &
OLA” is carried out to find out to the satisfaction provided to
customer by the cab services OLA and UBER and the factors
affecting the preference over both the cab services. The sample
size of the project is 100 customers of Delhi/NCR region.On the
challenges ahead for the app-based aggregators, ICRA says
considering most of the radio taxi operators as well as the cab
aggregators (Ola and Uber) are currently incurring losses, current
tariff levels, with an eye to increase market share, may not
sustain for long. Further, driver incentives are also likely to dry
2
up with possible pressure from investors in these firms. Hence, in
the near term – there are likely challenges both from drivers
(due to incentive cut) and riders (due to higher tariff).
Nevertheless, convenience like easy accessibility and availability
will outweigh these short term concerns over the long term.

3
Company Overview

4
 COMPANY OVERVIEW

About Uber
Uber Technologies Inc. (Uber) is a peer-to-peer ridesharing, taxi
cab, food
delivery, bicycle-sharing, and transportation network company
(TNC) headquartered in San Francisco, California, with
operations in 785 metropolitan areas worldwide. Its platforms
can be accessed via its websites and mobile apps. Uber has been
prominent in the sharing economy, so much so that the changes
in industries as a result of it have been referred to as
Uberisation. Uber has also been the subject of protests and legal
actions, including a criminal investigation for its use, until March
2017, of Greyball software to avoid giving rides to regulators.
The name "Uber" is a reference to the common (and somewhat
colloquial) word uber, meaning "topmost" or "super", and having
its origins in the German word über, cognate with over, meaning
"above".Uber is estimated to have 100 million worldwide users
and a 69% market share in the United States. For riders - Uber is
a convenient, inexpensive and safe taxi service. Hire a private
driver to pick you up & take you to your destination with the tap
of a button on any smartphone device. A nearby driver often
arrives to pick you up within minutes. Not only is this an
ondemand car service, but you can even watch as your driver is
en-route to come pick you up. For drivers - Uber provides
exceptional pay, allows you to be your own boss, and even
receive tips. Take on fares whenever you wish (work as much or
as little as you desire) while
meeting new people in your city from all walks of life. Uber was
founded in 2009 as Uber Cab by Garrett Camp, a computer

5
programmer and the co-founder of StumbleUpon, and Travis
Kalanick, who had sold his Red Swoosh startup for
$19 million in 2007. On New Year's Eve, after Camp and his
friends spent $800 hiring a private driver, Camp wanted to find a
way to reduce the cost of direct transportation. He realized that
sharing the cost with people could make it affordable, and his
idea morphed into Uber. Kalanick joined Camp and gives him
"full credit for the idea" of Uber. The first prototype was built by
Camp and his friends, Oscar Salazar and Conrad Whelan, with
Kalanick being brought on as a "mega advisor" to the company.
Following a beta launch in May 2010, Uber's services and mobile
app officially launched in San Francisco in 2011. Originally, the
application only allowed users to hail a black luxury car and the
price was 1.5 times that of a taxi.
In February 2010, Ryan Graves became the first Uber employee,
getting the job by
responding to a tweet from Kalanick announcing the job
opening, and receiving 5–10% of the company. Graves started
out as general manager and shortly after the launch was named
as CEO. After ten months Kalanick succeeded Graves as CEO in
December 2010. Graves stepped down to become the company's
COO.

About Ola

Ola Cabs (stylised as OLΛ), is an Indian origin online

transportation network
company developed by ANI Technologies Pvt. Ltd. As of
September 2018, Ola was valued at about $4 billion. It was
started on 3rd December 2010 by Bhavish Aggarwal (currently
CEO) and Ankit Bhati.By 2014, the company has expanded to a
network of more than 200,000 cars across 100 cities. In
November 2014, Ola expanded to incorporate autos on-trial

6
basis in Bengaluru. Post the trial phase, Ola Auto expanded to
other cities like Delhi, Pune and Chennai starting December
2014.
Ola provides different types of cab service ranging from
economic to luxury travel. The cabs can be reserved through a
web browser or a mobile app. This cab service supports both
cash and cashless payment options with Ola money. It claims to
clock an average of more than 150,000 bookings per day and
commands 60 percent of the market share in India. As of 2018,
the company has expanded to a network of more than 10,00,000
vehicles across 169 cities. In November 2014, Ola diversified to
incorporate autorickshaws on a trial basis in Bangalore. After the
trial phase, Ola Auto expanded to other citieslike Delhi, Pune,
Chennai, Hyderabad and Kolkata starting in December 2014. In
January 2018, Ola extended into its first overseas market,
Australia, andin New Zealand in September 2018. It also has
presence in UK.In March 2014, Ola Cabs acquired Bengaluru
based taxi service TaxiForSure for approximately ₹1,394 crore
(US$200 million). From 25 June 2015, Ola users gained access to
TFS cabs via the Ola mobile application. In November 2015, Ola
acquired Geotagg, a trip-planning applications company, for an
undisclosed sum. In December 2017, Ola acquired Foodpanda's
business in India.In April 2018, Ola made its second acquisition
with Ridlr (formerly Traffline), a public transport ticketing app. In
December 2018, Ola invested $100 million in scooter rent
startup Vogo. Earlier this year Ola financed Series A of funding of
the Vogo.

7
OBJECTIVES OF
REPORT

8
 OBJECTIVES OF REPORT

 To study about various types of facilities provided by

both cab services.

 To measure the customer satisfaction level towards OLA

and UBER.

 To identify the factors affecting the choice of OLA and

UBER.

 To study the consumer preference between OLA &

UBER.

 To study the motivational factors which drive people to

use OLA & UBER cab services.

9
RESEARCH
METHODOLOGY

10
 RESEARCH METHODOLOGY

SAMPLING DESIGN

Sampling Unit
 Indian Population
Sampling Size
 100
Area Concerned
 Delhi/NCR Region

DATA COLLECTION

Sources of Data
 Primary data which include the input directly
received from the people through questionnaire
and interview.
 Secondary data from internet, newspapers.

Method of Collecting Data

 Questionnaire (schedule) & interview method
was used.

Statistical Tool Used

 The data is shown with the help matrix tables and
pie charts.

11
 DATA ANALYSIS
AND
INTERPRETATION

12
 DATA ANALYSIS AND INTERPRETATION

Q1. Do you agree with statement-Take a cab don’t

buy a car?
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree

11%
23%
14%
Strongly Agree
Agree
Neutral
26% 26%
Disagree
Stronly Disagree

Interpretation:

The above graph shows that 23% of respondents are strongly

agree, 26% respondents are agree, 26%% respondents are
neutral, 14% respondents are disagree and 11% respondents
are strongly disagree.

13
Q2. Are you regularly using app/net based cab
booking services?
a) Yes
b) No

45%

55% Yes

No

Interpretation:

The above graph shows that 45% of respondents

are regularly using the app based cab booking
services and other 55% are not regularly using it.

14
Q3. Have you used both Uber and Ola cab services?
a) Yes
b) No

45%

55%
Yes

No

Interpretation:

The above graph shows that 45% respondents

have used both uber and ola cab services and
other 55% respondents haven’t used both apps.

15
Q4. For what purpose do you use these cabs services?
a) Late night travel
b) Business Travel
c) Leisure
d) Intercity
e) Other

11%
23%
14%
Late night travel
Business Travel
Leisure
26%
26% Intercity
Other

Interpretation:

The study comprises of 100 respondents and 26%

of population uses Ola and Uber for late night
travel and leisure and 14% uses for intercity
travel and only 11% uses for other purposes.

16
Q5. If you had not use the cab services, how would
you have travelled?
a) Personal vehicle
b) Trains/Buses
c) Regular cabs
d) Auto-rickshaw
e) Other

11
23
Personal vehicle

26 Trains/Buses

Regular cabs

26 Auto-rickshaw
14
Other

Interpretation:

The above graph shows that 23% of respondents

uses personal vhicle, 26% use train/buses, 14%
use regular cabs, 26% use auto-rickshaw and 11%
uses other convenience.

17
Q6. How frequently do you book Ola and Uber?
a) Daily
b) 2-3 times in a week
c) 1-2 times in a month
d) Special occasions

12 5
30
Daily

2-3 times in a week

1-2 times in a month

53 Special occasions

Interpretation:

The above graph shows that 12% of the

respondents book cabs daily, 5% book 2-3 times
in a week, 1-2 times in a month, and 30% of
respondents book cabs on social occasions.

18
Q7. How often do you use offers (Coupons/Discount)
while using these services?
a) Mostly
b) Sometimes
c) Rarely
d) Never

10
13
45
Mostly
Sometimes

25 Rarely
Never

Interpretation:

The above graph shows that 45% of respondents

mostly use coupons and discounts, 25% of
respondents sometimes use coupons and
discount, 13% rarely use, and 10% never use
coupons and discounts.

19
Q8. According to you, who provides better services?
a) Both provide same service quality
b) Uber
c) Ola

27%
45%

Both

Uber
29%
Ola

Interpretation:

The above graph shows that 45% of respondents

believe that both provides same service quality,
29% believe that uber is better, and 27%
respondents believe that ola is better.

20
Q9. How do you rate overall facilities/experience of
uber?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

12%
30%
13%
Excellent
Very Good

25% Good
20%
Poor
Very Poor

Interpretation:

The above graph shows that 30% of respondents

feels excellent about uber, 20% feels very good,
25% feels good, 13% feels poor, 12% feels very
poor about Uber.

21
Q10. How do you rate the overall facilities provided
by Ola?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

5
10
31

15 Excellent

Very Good

Good

27 Poor

Very Poor

Interpretation:

The above graph shows that 30% of respondents

rate ola as excellent, 27% rate very good, 15%
rate good, 10% rate poor, and 5% rate very poor.

22
Q11. What will be you top cab improvement priority
be?
a) Safety
b) Pricing
c) Punctuality
d) Cleaniness
e) Car Quality
f) Convenience
g) Comfort
h) Other

1
4 8.2
11
Safety
4 Pricing
26
Punctuality
Cleaniness
19
Convenience
Comfort
Other

Interpretation:

The above graph shows the respondents in

which 35% of respondents feels that the reason
for being the top cab improvement priority is
safety and 26% feels pricing is the priority.

23
Q12. On the following scale, how satisfied are you
with your experience using Ola app?
a) Highly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Highly Dissatisfied

5 11
14

Highly Satisfied
34 Satisfied

35 Neutral

Dissatisfied

Highly dissatisfied

Interpretation:

The study comprises of 100 respondents in which

34% respondents feels that the app is convenient
and they are satisfied with the app. And only 5%
are not satisfied with the app.

24
Q13. On the following scale, how satisfied are you
with your experience using Uber app?
a) Highly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Highly Dissatisfied

7 6
8 35
Highly satisfied
Satisfied
Neutral
Dissatisfied
44
Highlydis satisfied

Interpretation:

The above graph shows respondents in which

35% respondents feels that the app is convenient
and they are satisfied with the app. And only 7%
are not satisfied with the app.

25
Q14. Which of the following app features attracts you
the most for Ola ?
a) Don’t have to call
b) Payment via the app (no cash changes hands)
c) Tracking the taxi driver
d) Taxi driver ratings on theapp
e) Taxi apps record transactions with a named
driver (traceability and safety)

7
24
20

a
10 b
c

39 d
e

Interpretation:

The above graph shows respondents in which

39% respondents are attracted towards the
feature of tracking the driver and 7% are
attracted towards the feature don’t have to call.

26
Q15. Which of the following app features attracts you
the most for uber?
a) Don’t have to call
b) Payment via the app (no cash changes hands)
c) Tracking the taxi driver
d) Taxi driver ratings on theapp
e) Taxi apps record transactions with a named
driver (traceability and safety)

9
18
11

a
b

20 c
d
35
e

Interpretation:
The above graph shows respondents in which 35%
respondents are attracted towards the feature of
tracking the driver and 7% are attracted towards the
feature taxi driver ratings on the app.

27
Q16. Did you ever face problems while travelling in
cab?
a) Yes
b) No

48
52

Yes

No

Interpretation:
The above graph shows that 48% of the
respondents face problems while travelling, and
51% of the respondents did not face any problem
while travelling.

28
Q17. What was the common reason for filing
complaint against Ola?
a) Availability of vehicle
b) Drivers driving ability
c) Assistance provided by the driver
d) Appearance and attitude of driver
e) Knowledge of route or area
f) Payment issues
g) Punctuality
h) Comfort of vehicle
i) Cleanliness of vehicle
j) Others

Interpretation:

The study comprises of 100 respondents in which

19 respondents feels that reason for filing the
complaint is the availability of vehicle and 16
respondents feels that the reason is punctuality
of the driver.

29
Q18. What was the common reason for filing a
complaint against Uber?
a) Availability of vehicle
b) Drivers driving ability
c) Assistance provided by the driver
d) Appearance and attitude of driver
e) Knowledge of route or area
f) Payment issues
g) Punctuality
h) Comfort of vehicle
i) Cleanliness of vehicle
j) Others

Interpretation:

The study comprises of 100 respondents in which

22 respondents feels that reason for filing the
complaint is the availability of vehicle and 16
respondents feels that the reason is payment
issues.

30
Q19. How long do you think ideally a cab should take
in reaching you after you hire it online?
a) 5-10 minutes
b) More than 10 minutes
c) Not more than 30 minutes

5%

45%

50% a
b
c

Interpretation:
The above graph shows that 45% of of the
respondents think cabs reached in 5-10 minutes, 50%
of think more than 10 minutes, and 5% think it
reaches in less than 30 minutes.

31
Q20. What is the easiest way to pay for ride?
a) Cash
b) Net Banking
c) Credit Card
d) Prepaid wallets

23
30

Cash
Net Banking
15 Credit Card
5
Prepaid Wallets

Interpretation:
The above graph shows that 30% of respondents pay
by cash, 5% pay by net banking, 15% by credit card,
and 23% prepaid wallets.

32
Q21. Would you like to prefer giving extra charge to
the drier if you are happy with the service?
a) Yes
b) No

32

68 Yes

No

Interpretation:

The above graph shows that 68% of respondents

prefer to pay extra charge to the diver, but 32% are
not.

33
Q22. Have you ever give low rating to the driver?
a) Yes
b) No

50

Yes

No

Interpretation:

The above graph shows that 50% of respondents give

low rating to driver, and 50% do not give low rating.

34
Q23. How would you rate the overall experience of
Ola?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

11
5 35

excellent
very good
50
good
32
poor
very poor

Interpretation:
The above graph shows respondents in which 50% of
the respondents feels that the services are good and
5% feels that it is poor.

35
Q24.How would you rate the overall experience of
Uber?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

4% 2%

11%
35%
excellent
very good
good
52% poor
very poor

Interpretation:

The study comprises of 100 respondents in which

52% of the respondents feels that the services
are good and 2% feels that it is poor.

36
Q25. Which app you would recommend to a friend or
a colleague?
a) Uber
b) Ola

49%
51%
Uber

Ola

Interpretation:
The above graph shows that 51% of the respondents
recommend Uber, and 49% of respondents will
recommend Ola.

37
Findings

38
 FINDINGS

 Majority of respondents have used both Ola and

Uber
 Majority of the population book Ola and Uber 1-2
times in a month.
 Majority of the respondent’s book Ola and Uber
for leisure,late night travel and business travel.
 Majority of respondents think that both provide
better services but 29% of respondents think that
Ola is better and other 27% think that Uber is
better.
 Majority of respondents feels that the overall
facilities provided by Ola are good I terms of the
reviews, grievance handling, timeliness,
communication, reliability and expression and
attitude of driver and 34% people are also
satisfied with the app of Ola which is convenient
to use.
 Majority of them feels that the overall facilities
provided by Uber are very good in terms of cost
effectiveness, timeliness, communication,
reliability and expression and attitude of
driver35% people are also satisfied with the app
of Uber which is convenient to use.
 The reason for being the top cab improvement
priority is safety andpricing.

39
 39% respondents are attracted towards the
feature of Ola of tracking the driver and
traceability of driver and safety. But 35%
respondents are attracted towards the feature of
Uber of tracking the driverand traceability of
driver and safety.
 Reason for filing the complaint of Ola is the
availability of vehicle andpunctuality of the
driver. And the reason for filing the complaint in
case of Uber is the availability of vehicle andis
payment issues.
 50% of the respondents feels that the services of
Ola are good and 5% feels that it is poor.
 52% of the respondents feels that the services of
Uber are good and 2% feels that it is poor.

40
SUGGESTIONS

41
 SUGGESTIONS

 Cab service providers need to highlight themselves by

providing better services which will help them to gain
popularity and create awareness among people.
 Companies should mention correct details about the
fare and should fulfil the claims made as customers
are influenced by their experience and they have bad
image of the companies. Also, experiences play
important role and word of mouth too and hence if
claims are fulfilled it will get further communicated
to the friends and family.
 These days the cab service providers need to follow
the trend and keep them upgraded so that they can
avail the opportunity of being the best by adding the
features which makes the experience of the
customer more convenient and which help in
attracting more customers. Along with the trend the
next important role is played by price/discounts and
since the market is competitive the service providers
should also focus on attractive offers to gain further
popularity amongst the people.
 Companies should ascertain the need of the
customers as every customer has different needs and
population should be targeted considering both the
company’s services as well as the customers need.

42
LIMITATIONS
OF THE STUDY

43
 LIMITATIONS OF THE STUDY

 The population considered here is limited to the

responses received and therefore may not
represent truly to the entire Indian population
though we tried to cover people from all areas
say, homemaker, salaried, student and self-
employed.

 We trusted the responses received and believe

they reflect the true attitude of people towards
cab services providers Ola and Uber.

 Responses received might be biased due to one

good or bad experience of the person which
might not represent the true picture.
Respondents might have misunderstood or
wrongly linked any point which might have
altered their response.

44
CONCLUSION

45
 Conclusion

The purpose of this research was to ascertain the“A

COMPARATIVE STUDY ABOUT CUSTOMER PREFERENCES
TOWARDS UBER AND OLA CABS IN DELHI/NCR REGION” We
found that customers have become more aligned towards the
online cab services provided by the service providers like Ola
and Uber.With the growing technology and popularity of
online applications customers want to spend less time of
booking a cab or any other thing that is why the companies like
Uber and Ola are changing the traditional methods of cab or
taxi industry,and people are more influenced by the same.
Acceptance to change is the best way to cope up with the
world and hence at the end of the survey it can be said that
respondents are satisfied with the overall facilities and
experience provided by both Ola and Uber but still Uber is
better and they are providing better facilities in terms of cost
effectiveness, timeliness, communication, reliability and
expression and attitude and the app of Uber is more
convenient. And people are attracted towards the feature of
these cab service providers of tracking the driver and
traceability of driver and safety and they book Ola and Uber for
leisure, late night travel and business travel. Customers opinion
help in creating an impact on the minds of the service provider
to make better changes and improvement in the services
whether the opinion is positive or negative service provider
should try to satisfy the customers by understanding the needs
of the customer about a particular product or service. Hence it
can be rightly concluded that Uber is gaining better market
share in the market because of its service and Ola needs to
work hard to gain more market acceptance.

46
ANNEXURE

47
 BIBLIOGRAPHY

Websites:
http://www.google.com/
https://www.olacabs.com/
https://www.uber.com

48
 QUESTIONNAIRE

Respected Sir / Ma’am,

I Saloni Jaiswal, student of G.V.M Girls College, Sonepat is
conducting this survey on “A COMPARATIVE STUDY OF
CUSTOMER PREFERENCE TOWARDS CABS SERVICE
PROVIDER COMPANIES UBER AND OLA CABS IN DELHI/NCR
REGION”. This questionnaire is the part of my project study.
The information provided by you will be used for my
Academic purpose only and will be kept confidential. This
information and suggestions of yours will be of immense help
for me in better understanding of my project work.
1. Do you agree with the statement – Take a cab, don’t buy a
car?
a) Strongly Agree
b) Disagree
c) Agree
d) Strongly Agree

2. Are you a regular customer of App/Net based Taxi Booking

services?
a) YES
b) NO

3. Have you used both Ola and Uber cab services?

a) Yes
b) No

4. How do you use these cab services usually?

a) Alone
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b) With additional person
c) In a group

If you had not use the cab service, how would you have
travelled?
a) Personal vehicle
b) Trains/Buses
c) Regular cabs
d) Auto-rickshaws
e) Other

6. How frequently do you book Ola and Uber?

a) Daily
b) 2-3 times a day
c) 1-2 times in a month
d) Special occasions

7. How often do you use offers (Coupons/Discount) while

using these services?
a) Mostly
b) Sometimes
c) Rarely
d) Never

8. According to you,who provides better services?

a) Both provide same service quality.
b) No, Uber is better.
c) No, Ola is better

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9. . How do you rate the overall facilities/experience of Ola?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

10 . How do you rate the overall facilities/experience of

Uber?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

11. What would your top cab improvement priority be?

a) Safety
b) Pricing
c) Punctuality
d) Response time
e) Cleanliness
f) Car Quality
g) Convenience

12. On the following scale, how satisfied are you with your
experience using Ola app?
a) Highly dissatisfied
b) Dissatisfied
c) Neutral

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d) Satisfied
e) Highly satisfied

13. On the following scale, how satisfied are you with your
experience using Uber app?
a) Highly dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Highly satisfied

14.Which of the following app features attracts you the most

for Ola?
a) Don't have to call
b) Payment via the app (no cash changes hands)
c) Tracking the taxi driver
d) Taxi driver ratings on the app
e) Taxi apps record transactions with a named driver
(traceability and safety)

15.Which of the following app features attracts you the most

for Uber?
a) Don't have to call
b) Payment via the app (no cash changes hands)
c) Don't have to signal to a taxi in thestreet
d) Tracking the taxi driver
e) Taxi driver ratings on the app
f) Taxi apps record transactions with a named driver
(traceability andsafety)

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16. Did you ever face any problems while traveling in a cab?
a) YES
b) NO

17.What was the common reason for filing a complaint

against your cab
service Ola?
a) Availability of vehicle
b) Drivers driving ability
c) Assistance provided by the driver
d) Appearance and attitude of driver
e) Knowledge of route or area
f) Payment issues
g) Punctuality
h) Comfort of vehicle
i) Cleanliness of vehicle
j) Others

18. What was the common reason for filing a complaint

against your cab service Uber?
a) Availability of vehicle
b) Drivers driving ability
c) Assistance provided by the driver
d) Appearance and attitude of driver
e) Knowledge of route or area
f) Payment issues
g) Punctuality
h) Comfort of vehicle
i) Cleanliness of vehicle
j) Others

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19. How long do you think ideally a cab should take in
reaching you after you hire it online?
a) 5-10 minutes
b) More than 10 minutes
c) Not more than 30 minutes

20. What is the easiest way to pay for ride?

a) Cash
b) Net Banking
c) Credit Card
d) Prepaid Wallets

21. Would you prefer giving extra charge to the driver if you
are happy with the service?
a) YES, I would pay extra charge.
b) NO, I would not pay any extra charge.

22. Have you ever given a low rating due to bad driving?
a) YES
b) NO

23. How would you rate the overall experience of Ola?

a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

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24. How would you rate the overall experience of
Uber?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor

25. Which app you would recommend to a friend or a

colleague?
a) UBER
b) OLA

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