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PROJECT REPORT Uber and Ola
PROJECT REPORT Uber and Ola
ON
Signature:
Name :Saloni Jaiswal
University Roll No:
Uni. Rgn. No. : 1817440191
Dated:
Place:
COUNTERSIGNED
Signature
Dr. Praveen Sharma
HOD (BBA Department)
COUNTERSIGNED
Saloni Jaiswal
BBA 3yr.
TABLE OF CONTENTS
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
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
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.
11
DATA ANALYSIS
AND
INTERPRETATION
12
DATA ANALYSIS AND INTERPRETATION
11%
23%
14%
Strongly Agree
Agree
Neutral
26% 26%
Disagree
Stronly Disagree
Interpretation:
13
Q2. Are you regularly using app/net based cab
booking services?
a) Yes
b) No
45%
55% Yes
No
Interpretation:
14
Q3. Have you used both Uber and Ola cab services?
a) Yes
b) No
45%
55%
Yes
No
Interpretation:
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:
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:
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
53 Special occasions
Interpretation:
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:
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:
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:
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:
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:
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:
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:
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:
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:
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:
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:
33
Q22. Have you ever give low rating to the driver?
a) Yes
b) No
50
Yes
No
Interpretation:
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:
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
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
42
LIMITATIONS
OF THE STUDY
43
LIMITATIONS OF THE STUDY
44
CONCLUSION
45
Conclusion
46
ANNEXURE
47
BIBLIOGRAPHY
Websites:
http://www.google.com/
https://www.olacabs.com/
https://www.uber.com
48
QUESTIONNAIRE
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
50
9. . How do you rate the overall facilities/experience of Ola?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor
12. On the following scale, how satisfied are you with your
experience using Ola app?
a) Highly dissatisfied
b) Dissatisfied
c) Neutral
51
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
52
16. Did you ever face any problems while traveling in a cab?
a) YES
b) NO
53
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
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
54
24. How would you rate the overall experience of
Uber?
a) Excellent
b) Very Good
c) Good
d) Poor
e) Very Poor
55