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ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
50
“A COMPARATIVE STUDY ABOUT CUSTOMER SATISFACTION TOWARDS UBER AND
OLA CABS IN AHEMDABAD AREA"
Dr. Himanshu Sanghavi1
Asst. Prof. C Z Patel College of Business and Management,
New Vallabh Vidyanagar, Anand, Gujarat
Kumarjay Shakya2
Asst. Prof. C Z Patel College of Business and Management,
New Vallabh Vidyanagar, Anand, Gujarat
Abstract - This study examines customer satisfaction levels between cab service provider’s
UBER and OLA in the Ahmedabad region of Gujarat, India. The research uses structured
questionnaire to survey and analyze data on service reliability, safety, pricing, convenience
and overall experience. Regular users from both Uber and Ola platforms were surveyed to
understand their perceptions and preferences. A total of 101 respondents participated as
respondents in the present study. The study explained that customer satisfaction varies
across different attributes and is influenced by factors such as service responsiveness,
driver behavior, pricing structures, and technological interface. With mobile app features
and payment options, customers are satisfied with their services. However, companies
should focus on improving drivers' attitude and route knowledge to enhance customer
experience. By addressing common complaints and improving service quality, Ola and Uber
can enhance their reputation and continue providing excellent service.
Keywords: Customer Satisfaction, OLA Cabs, UBER Cabs, Ahmedabad.
1 INTRODUCTION
In the present times the mode of transportations has seen a leap of change where mobile
applications and cab services are transforming how people travel among urban areas.
UBER and OLA are two such leading companies in this sector in India, they have made
their goodwill by offering easy and convenient transport options in many cities, including
Ahmedabad. In addition to revolutionizing the unorganized traditional taxi services to a
more organized ones. The present study aims to examine the consumer satisfaction of the
services that Uber and Ola provide with special reference to Ahmedabad, Gujarat, India.
Find out about customer satisfaction with the cab services OLA and UBER and the factors
influencing the preference over both in the research project "A COMPARATIVE STUDY
ABOUT CUSTOMER SATISFACTION TOWARDS UBER AND OLA CABS IN AHEMDABAD
AREA." One hundred one customers responded from the AHEMDABAD region make up the
project's sample size.
2 LITERATURE REVIEW
By 2021, the size of the world market for taxi services is projected to increase by USD
59.61 billion. This market research document offers a thorough examination of the market
by geography and cab service type (car rentals, radio cabs, and others) (the Americas, APAC
and EMEA). The research gives information on a number of taxi service providers, including
BMW Group, Ola, Didi Chuxiong, Daimler, Lyft, and Uber, as well as a competitive analysis
of the market.
According to a market report by Technavio, one of the key drivers of market growth
for cab services is the high-quality user interface of E-hailing apps. E-hailing apps like
Uber, Ola, and Lyft have integrated 2D or 3D maps that allow users to conveniently and
precisely follow their reserved cabs. The expanding client base is gradually being influenced
by the simplicity of operations and other pertinent elements pertaining to destinations and
itineraries. Together with the substantial client base in industrialized nations, the
consumer base in developing nations is also constantly growing. By 2021, the market is
expected to expand gradually at a CAGR of more than 8%, according to our industry
experts.
Ruchi Shukla, Ashish Chandra & Himanshi Jain (2017) states that “Every other
day in India, there is a fresh start up offering efficient cab service to the citizens operating
in urban and rural lifestyles. This begs the question of whether India is possibly
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
51
experiencing a "Taxi Revolution." This essay attempts to conduct a comparative study of Ola
and Uber, two such taxi aggregators that have fundamentally altered how "the great Indian
middle class" commutes on a daily basis. Both Ola and Uber taxis are currently employing
a strategy that involves growing their business and clientele in significant Indian
metropolises. The goal is to satisfy customers while growing the market share and achieving
economies of scale. This article looks at a number of variables, including pricing, market
share, revenue models, etc. to try to explain the dynamics of the taxi market in India. The
qualitative quality of the paper is supported by secondary data that was gathered from
various sources.
According to Rexi A. (2016), "Call taxi have a bigger importance in the community,
as the taxi sector is governed by the state Governments through their different Departments
of Transport in several ways. The government can exert some control over the industry's
operations through this legislation, with the long-term goal of giving the general public a
higher standard of service (a challenging concept in and of itself). Calling a cab is currently
the most practical and best way to get to and from bus stops, train stations, airports, and
other points of interest in Coimbatore. In the Coimbatore city and its suburbs, there are up
to 50 call taxi service providers. Call taxi service is typically available four hours per day.
And people believe it to be the most practical kind of transportation. The purpose of this
study is to determine how well individuals are aware of call taxi services, what influences
their decision to use them, how satisfied they are with those services, and what problems
they encounter when using them.
Dipesh Bhavnani, et al. (2015) concentrate on evaluating the taxi company's
customer dataset, which will assist company to evaluate its frequent consumers: therefore,
the company can understand its clients and may provide them various offers. Demand for
certain types of cabs at specific times and locations would enable the corporation to make
the required arrangements for cabs, such as tiny cabs, luxury automobiles, buses, etc. With
the help of information collected from the business, we have examined potential
cancellations of cab reservations made by the consumer. The objective is to cut down on the
expenses incurred by the business as a result of client cancellations of cab reservations.
Taxi firms may control their vendors and drivers by giving them the most recent data on
customer cancellations. Also, we looked at the travel and package choices made by the
customer. Horton works' hive data source is connected to Tableau, and the data is then
processed and presented graphically for easier viewing and comprehension. Ramesh Nam
avaram and Kumar Kishore (2016), This essay's goal is to investigate the variables that
influence consumer decision-making while choosing cab services. The independent
variables include inventiveness and price consciousness, and the dependent variable is
"coupon redemption behaviors." By statistical techniques, the link between the dependent
and independent variables is empirically confirmed. For data analysis, statistical techniques
including correlation, regression, and descriptive statistics are employed. According to the
report, people are motivated to use coupons while choosing cab services. The study also
reveals that customers feel at ease using mobile apps to redeem coupons when booking cab
services.
3 RESEARCH METHODOLOGY
SAMPLE SIZE 101
DEFINITION OF RESEARCH: Descriptive
AREA OF STUDY: AHEMDABAD REGION
INSTRUMENT: Questionnaire
SOURCE OF DATA: Primary data were organized and unmasked; Secondary data
were gathered from a variety of journals, periodicals, books, websites, and
newspapers.
QUESTION STYLES: - Discontinuous, Multiple-Choice, Closed-Ended, Rating System
Sample Frame: Indian Population
Target Segment: Four categories which includes student, service, business, and
others.
Sampling Technique : Convenience sampling was the method of sampling employed
in this investigation.
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
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Statistical Method: A variety of charts, including bar graphs, pie charts, and
averages, are used to analyses the influence or effect of the independent variable,
which include convenience, taste, and preference.
Data Representation: Investigating the gathered data and disclosing the results.
Finally, the data was gathered, carefully examined, and processed to produce the
needed data. The data has been summarized as graphs.
3.1 Scope of the Study:
Regarding the objective, conducting the research from the consumer perspective would be a
suitable approach. The researcher realizes that there are many available reports and
studies which aims to help businesses to gain a better understanding in online cab services
and to identify the reasons why it is growing day by day and has changed the decision-
making process of consumers to book a cab easily through these online services. Since the
purpose of these services is to know about consumer perception and by collecting data from
consumer’s point of view, fresh insights can be gathered. The research also aims to serve as
an indicator to potential reader (companies) of how they can tap into the decision -making
process. The study is concerned with how end users—individuals—act, notably in the cab
services sector.
4 DATA COLLECTION AND ANALYSIS
Data Collection: Primary data was collected for the study using a structured questionnaire
having 101. number of questions.
Sample Size: The total number of respondents for the study was 101 and the samples were
collected using convenient sampling method.
Gender-wise Total No. of Respondents
Frequency
Percent
MALE
69
68.3
FEMALE
32
31.7
Total
101
100.0
The above graph shows gender wise total number of respondents in the study. The total
number of responded were 101, from which (68.3%) were male responded which was the
highest.
Age-wise Total No. of Respondents
Frequency
Percent
Valid Percent
15-18
9
8.9
8.9
19-25
67
66.3
66.3
26-35
13
12.9
12.9
36-45
8
7.9
7.9
45 AND ABOVE
4
4.0
4.0
Total
101
100.0
100.0
The above graph shows age wise total number of respondents in the study. The present
study shows that the majority of respondents were between the age of 19-25 (66.3%)
followed by age group of 26-35 years (12.9%). The least number of respondents in the study
was above 45 years of age which was only 4 respondents.
Customer Preference for Ola and Uber:
HOW FREQUENTLY USE OLA AND UBER
Frequency
Percent
Valid Percent
2-3 TIMES DAY
10
9.9
11.4
DAILY
9
8.9
10.2
2 TIMES A WEEK
24
23.8
27.3
SPECIAL OCCASSIONS
45
44.6
51.1
Total
88
87.1
100.0
It's interesting to see that the majority of respondents (51.1%) have used cab services on
special occasions, indicating that these services are often seen as a luxury or convenient
option for special events such as weddings, parties, or other celebrations. This may also
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
53
suggest that there is potential for cab services providers to expand their offerings and cater
to these special occasions in a more targeted way.
SERVICES OF OLA AND UBER
Purpose for use of OLA and UBER services
SHOWING PURPOSE OF USE – LATE NIGHT TRAVEL
Frequency
Percent
Valid Percent
NO
58
57.4
65.9
YES
30
29.7
34.1
Total
88
87.1
100.0
The table has two categories: "YES" and "NO", with a total of 88 valid responses. Of those
valid responses, 58 people (57.4%) answered "NO" and 30 people (29.7%) answered "YES".
SHOWING PURPOSE OF USE – BUSINESS TRAVEL
Frequency
Percent
Valid Percent
NO
50
49.5
56.8
YES
38
37.6
43.2
Total
88
87.1
100.0
The table has two categories: "YES" and "NO", with a total of 88 valid responses. Of those
valid responses, 50 people (49.5%) answered "NO" and 38 people (37.6%) answered "YES".
SHOWING PURPOSE OF USE – LEISURE
Frequency
Percent
Valid Percent
NO
78
77.2
88.6
YES
10
9.9
11.4
Total
88
87.1
100.0
The table has two categories: "YES" and "NO", with a total of 88 valid responses. Of those
valid responses, 78 people (77.2%) answered "NO" and 10 people (9.9%) answered "YES".
Overall, the table includes a total of 88 responses.
SHOWING PURPOSE OF USE – INTERCITY
Frequency
Percent
Valid Percent
NO
53
52.5
60.2
YES
35
34.7
39.8
Total
88
87.1
100.0
The table has two categories: "YES" and "NO", with a total of 88 valid responses. Of those
valid responses, 53 people (52.5%) answered "NO" and 35 people (34.7%) answered "YES"
when asked about Intercity. Overall, the table includes a total of 88 responses.
HOW DO YOU RATE SERVICES: OLA
HOW DO YOU RATE SERVICES: TIMELINESS
Frequency
Percent
Valid Percent
POOR
1
1.1
1.1
SATISFACTORY
1
1.1
1.1
GOOD
17
19.3
19.3
VERY GOOD
29
33.0
33.0
EXCELLENT
40
45.5
45.5
Total
88
100.0
100.0
The table has five categories: "POOR", "SATISFACTORY", "GOOD", "VERY GOOD", and
"EXCELLENT", with a total of 88 valid responses. Of those valid responses, the majority of
people (45.5%) answered "EXCELLENT", followed by "VERY GOOD" at 33.0%. Only one
person answered "POOR" and one person answered "SATISFACTORY".
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
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HOW DO YOU RATE SERVICES - COMMUNICATION SKILLS AND LANGUAGE OF
DRIVER
Frequency
Percent
Valid Percent
POOR
1
1.1
1.1
GOOD
18
20.5
20.5
VERY GOOD
37
42.0
42.0
EXCELLENT
32
36.4
36.4
Total
88
100.0
100.0
The table has four categories: "POOR", "GOOD", "VERY GOOD", and "EXCELLENT", with a
total of 88 valid responses. Of those valid responses, the majority of people (42.0%)
answered "VERY GOOD", followed by "EXCELLENT" at 36.4%. Only one person answered
"POOR".
HOW DO YOU RATE SERVICES - COST EFFECTIVENESS
Frequency
Percent
Valid Percent
POOR
3
3.4
3.4
SATISFACTORY
4
4.5
4.5
GOOD
24
27.3
27.3
VERY GOOD
24
27.3
27.3
EXCELLENT
33
37.5
37.5
Total
88
100.0
100.0
The table has five categories: "POOR", "SATISFACTORY", "GOOD", "VERY GOOD", and
"EXCELLENT", with a total of 88 valid responses. Of those valid responses, the majority of
people (37.5%) answered "EXCELLENT", followed by "GOOD" and "VERY GOOD", both at
27.3%. Only a few people answered "POOR" or "SATISFACTORY", at 3.4% and 4.5%,
respectively.
HOW DO YOU RATE SERVICES – RELIABILITY
Frequency
Percent
Valid Percent
POOR
2
2.3
2.3
SATISFACTORY
3
3.4
3.4
GOOD
21
23.9
23.9
VERY GOOD
27
30.7
30.7
EXCELLENT
35
39.8
39.8
Total
88
100.0
100.0
The table has five categories: "POOR", "SATISFACTORY", "GOOD", "VERY GOOD", and
"EXCELLENT", with a total of 88 valid responses. Of those valid responses, the majority of
people (39.8%) answered "EXCELLENT", followed by "VERY GOOD" at 30.7%. Only a few
people answered "POOR" (2.3%) or "SATISFACTORY" (3.4%).
HOW DO YOU RATE SERVICES -DISCOUNT AND EXCLUSIVE OFFERS
Frequency
Percent
Valid Percent
POOR
6
6.8
6.8
SATISFACTORY
6
6.8
6.8
GOOD
21
23.9
23.9
VERY GOOD
27
30.7
30.7
EXCELLENT
28
31.8
31.8
Total
88
100.0
100.0
The able has five categories: "POOR", "SATISFACTORY", "GOOD", "VERY GOOD", and
"EXCELLENT", with a total of 88 valid responses. Of those valid responses, the responses
are more evenly distributed across the different categories. The highest percentage of
responses was "VERY GOOD" at 30.7%, followed closely by "EXCELLENT" at 31.8%. The
lowest percentages of responses were "POOR" and "SATISFACTORY", both at 6.8%.
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
55
HOW DO YOU RATE SERVICES: UBER
HOW DO YOU RATE SERVICES – TIMELINESS
Frequency
Percent
Valid Percent
POOR
1
1.0
1.0
SATISFACTORY
2
2.0
2.0
GOOD
17
17.2
17.2
VERY GOOD
28
28.3
28.3
EXCELLENT
51
51.5
51.5
Total
99
100.0
100.0
It looks like this is a frequency table showing the distribution of responses for a survey
question about "TIMELINESS". The table includes the following information:
• Valid response options: POOR, SATISFACTORY, GOOD, VERY GOOD, and
EXCELLENT.
• Frequency: the number of respondents who selected each response option.
• Percent: the percentage of respondents who selected each response option out of the
total number of respondents.
• Valid percent: the percentage of respondents who selected each response option out
of the total number of respondents who provided a valid response.
• Based on this table, it appears that the majority of respondents rated the timeliness
positively, with 51.5% of respondents selecting "EXCELLENT
HOW DO YOU RATE SERVICES - COMMUNICATION SKILLS AND
LANGUAGE OF DRIVER
Frequency
Percent
Valid Percent
SATISFACTORY
2
2.0
2.3
GOOD
20
20.2
22.7
VERY GOOD
32
32.3
36.4
EXCELLENT
34
34.3
38.6
Total
88
88.9
100.0
Valid response options: SATISFACTORY, GOOD, VERY GOOD, and EXCELLENT. •
Frequency: the number of respondents who selected each response option. • Percent: the
percentage of respondents who selected each response option out of the total number of
respondents. • Valid percent: the percentage of respondents who selected each response
option out of the total number of respondents who provided a valid response. The table
indicates that a large majority of respondents rated the communication skills and language
of the driver positively, with 38.6% of respondents selecting "EXCELLENT" and 36.4%
selecting "VERY GOOD". Only 2.3% of respondents selected "SATISFACTORY".
HOW DO YOU RATE SERVICES - COST EFFECTIVENESS
Frequency
Percent
Valid Percent
SATISFACTORY
1
1.0
1.1
GOOD
19
19.2
21.6
VERY GOOD
31
31.3
35.2
EXCELLENT
37
37.4
42.0
Total
88
88.9
100.0
Valid response options: SATISFACTORY, GOOD, VERY GOOD, and EXCELLENT. •
Frequency: the number of respondents who selected each response option. • Per cent: the
percentage of respondents who selected each response option out of the total number of
respondents. • Valid per cent: the percentage of respondents who selected each response
option out of the total number of respondents who provided a valid response. Based on this
table, it appears that the majority of respondents rated the communication skills and
language of the driver positively, with 42.0% of respondents selecting "EXCELLENT"
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
56
HOW DO YOU RATE SERVICES -RELIABILITY
Frequency
Percent
Valid Percent
SATISFACTORY
2
2.0
2.3
GOOD
15
15.2
17.0
VERY GOOD
36
36.4
40.9
EXCELLENT
35
35.4
39.8
Total
88
88.9
100.0
• Valid response options: SATISFACTORY, GOOD, VERY GOOD, and EXCELLENT.
• Frequency: the number of respondents who selected each response option.
• Percent: the percentage of respondents who selected each response option out of the
total number of respondents.
• Valid percent: the percentage of respondents who selected each response option out
of the total number of respondents who provided a valid response.
• Based on this table, it seems that the majority of respondents rated the
communication skills and language of the driver positively, with 76.7% of
respondents selecting either "VERY GOOD" or "EXCELLENT".
•
HOW DO YOU RATE SERVICES -DISCOUNTS AND EXCLUSIVE
OFFERS
Frequency
Percent
Valid Percent
POOR
1
1.0
1.1
SATISFACTORY
8
8.1
9.1
GOOD
19
19.2
21.6
VERY GOOD
26
26.3
29.5
EXCELLENT
34
34.3
38.6
Total
88
88.9
100.0
• Valid response options: POOR, SATISFACTORY, GOOD, VERY GOOD, and
EXCELLENT.
• Frequency: the number of respondents who selected each response option.
• Percent: the percentage of respondents who selected each response option out of the
total number of respondents.
• Valid percent: the percentage of respondents who selected each response option out
of the total number of respondents who provided a valid response.
• Based on this table, it appears that the majority of respondents rated the service
positively, with 38.6% of respondents selecting "EXCELLENT"
•
HOW SATISFIED ARE YOU WITH YOUR EXPERIENCE USING OLA APP?
Frequency
Percent
Valid Percent
HIGHLY DISSATISFIED
4
4.5
4.5
SATISFIED
4
4.5
4.5
NEUTRAL
27
30.7
30.7
SATISFIED
30
34.1
34.1
HIGHLY SATISFIED
23
26.1
26.1
Total
88
100.0
100.0
• Valid response options: HIGHLY DISSATISFIED, DISSATISFIED, NEUTRAL,
SATISFIED, and HIGHLY SATISFIED.
• Frequency: the number of respondents who selected each response option.
• Percent: the percentage of respondents who selected each response option out of the
total number of respondents.
• Valid percent: the percentage of respondents who selected each response option out
of the total number of respondents who provided a valid response.
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• Based on this table, it appears that the majority of respondents were either satisfied
or highly satisfied with the product or service, with 60.2% of respondents selecting
either SATISFIED or HIGHLY SATISFIED
HOW SATISFIED ARE YOU WITH YOUR EXPERIENCE USING UBER
APP?
Frequency
Percent
Valid Percent
HIGHLY DISSATISFIED
3
3.4
3.4
SATISFIED
8
9.1
9.1
NEUTRAL
23
26.1
26.1
SATISFIED
20
22.7
22.7
HIGHLY SATISFIED
34
38.6
38.6
Total
88
100.0
100.0
The responses were categorized into five options: highly dissatisfied, satisfied, neutral,
satisfied, and highly satisfied.
Out of the 88 respondents, 3 (3.4%) were highly dissatisfied, 8 (9.1%) were satisfied,
23 (26.1%) were neutral, 20 (22.7%) were satisfied, and 34 (38.6%) were highly satisfied.
Therefore, the majority of the respondents (38.6%) were highly satisfied with using the Ola
app, while only a small proportion (3.4%) were highly dissatisfied.
WHAT WAS THE COMMON REASON FOR FILING A COMPLAINT AGAINST YOUR
CAB SERVICE OLA?
Frequency
Percent
Valid Percent
APPEARANCE AND ATTITUDE OF
DRIVER
7
8.0
8.0
ASSISTANCE PROVIDED BY THE
DRIVER
5
5.7
5.7
AVAILABILITY OF DRIVER
14
15.9
15.9
COMFORT OF VEHICLE
4
4.5
4.5
DRIVERS DRIVING ABILITY
10
11.4
11.4
KNOWLEDGE OF ROUTE OR AREA
8
9.1
9.1
NOT APPLICABLE
18
20.5
20.5
OTHER
9
10.2
10.2
PAYMENT ISSUE
7
8.0
8.0
PUNCTUALITY
6
6.8
6.8
Total
88
100.0
100.0
The table shows the frequency and percentage of responses for each factor. The factors
include appearance and attitude of driver, assistance provided by the driver, availability of
driver, comfort of vehicle, driver’s driving ability, knowledge of route or area, payment issue,
punctuality, and “other”. There is also a category for “not applicable,” which suggests that
respondents may have been able to select more than one factor or were given the option to
skip the question if it did not apply to their experience.
WHAT WAS THE COMMON REASON FOR FILING A COMPLAINT AGAINST
YOUR CAB SERVICE UBER?
Frequency
Percent
Valid Percent
APPEARANCE AND ATTITUDE OF
DRIVER
3
3.4
3.4
ASSISTANCE PROVIDED BY THE
DRIVER
5
5.7
5.7
AVAILABILITY OF DRIVER
17
19.3
19.3
CLEANLINESS OF VEHICLE
1
1.1
1.1
COMFORT OF VEHICLE
2
2.3
2.3
DRIVERS DRIVING ABILITY
6
6.8
6.8
KNOWLEDGE OF ROUTE OR AREA
6
6.8
6.8
NOT APPLICABLE
28
31.8
31.8
OTHER
7
8.0
8.0
PAYMENT ISSUE
7
8.0
8.0
PUNCTUALITY
6
6.8
6.8
Total
88
100.0
100.0
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
Peer Reviewed and Refereed Journal, ISSN NO. 2456-1037
Available Online: www.ajeee.co.in/index.php/AJEEE
Vol. 09, Special Issue 02, (IMC-SIB-2024) January 2024 IMPACT FACTOR: 8.20 (INTERNATIONAL JOURNAL)
58
However, based on the table, it appears that the most common issues faced by users of Ola
app are related to the availability of drivers, followed by issues related to the appearance
and attitude of drivers, assistance provided by drivers, and knowledge of route or area.
Other issues reported include problems with payment, punctuality, cleanliness and comfort
of the vehicle, and some issues that fall under the "other" category. It is worth noting that
almost one-third of the respondents reported that none of these issues were applicable to
them.
HOW WOULD YOU RATE THE OVERALL EXPERIENCE OF OLA?
Frequency
Percent
Valid Percent
VERY POOR
1
1.1
1.1
GOOD
33
37.5
37.5
VERY GOOD
34
38.6
38.6
EXCELLENT
20
22.7
22.7
Total
88
100.0
100.0
According to the data provided, the respondents were asked to rate the overall experience of
Ola and the results are as follows:
• •1 respondent rated it as VERY POOR (1.1%)
• •33 respondents rated it as GOOD (37.5%)
• •34 respondents rated it as VERY GOOD (38.6%)
• •20 respondents rated it as EXCELLENT (22.7%)
HOW WOULD YOU RATE THE OVERALL EXPERIENCE OF
UBER?
Frequency
Percent
Valid Percent
GOOD
33
37.5
37.5
VERY GOOD
21
23.9
23.9
EXCELLENT
34
38.6
38.6
Total
88
100.0
100.0
Based on the given data, it can be inferred that 37.5% of respondents rated the overall
experience of Ola as "good", 23.9% rated it as "very good", and 38.6% rated it as "excellent".
There were no respondents who rated it as "very poor". The total number of respondents
was 88.
5 FINDINGS AND CONCLUSION
Major Findings
Service
It seems that cab services are a popular mode of transportation for many people, both for
special occasions and regular use. Some people use cab services quite frequently, even
multiple times a day. This suggests that the convenience and reliability of cab services are
important factors that make them an attractive option for many individuals.
Purpose of use
It appears that people primarily use cab services for business or intercity travel, rather than
leisure travel. This could be because cab services are often more convenient and efficient
than other forms of transportation for these purposes, particularly in busy cities or when
traveling long distances. However, some people do still use cab services for leisure travel,
perhaps to avoid the hassle of driving or parking in unfamiliar areas or to enjoy a more
relaxed and stress-free travel experience.
Better Services
It seems that most people believe that there is not a significant difference in service quality
between different cab service providers. This suggests that factors such as reliability, safety,
and customer service may be relatively consistent across the industry. However, it is
possible that certain providers may excel in certain areas, such as offering lower prices or
more advanced technology, that could make them more attractive to some customers.
ACCENT JOURNAL OF ECONOMICS ECOLOGY & ENGINEERING
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Ultimately, the choice of cab service provider may depend on individual preferences and
needs.
6 CONCLUSION
It's great to hear that cab services like Ola and Uber are becoming popular in cities like
Ahmedabad and that people are using them frequently for both business and leisure
purposes. It's also good to know that both companies are providing similar types of services
and that customers are generally satisfied with their services. As mentioned above, the
mobile application features such as tracking the driver and various payment options have
made using Ola and Uber more convenient for customers. However, it's important for
companies to focus on improving the attitude of their drivers towards customers and
ensuring that drivers have a good knowledge of routes to provide a better experience for
customers. Overall, it seems that Ola and Uber are performing well in the cab service
industry and have built a strong customer base in Ahmedabad. With a continued focus on
improving service quality and addressing common complaints, these companies can further
enhance their reputation and continue to provide excellent service to their customers.
REFERENCES
Websites:
1. http://www.google.com/olacabs
2. https://www.olacabs.com/
3. https://www.uber.com
Literature and Links
1. Ride Sharing Market by End-user, Type, and Geography - Forecast and Analysis
2023-2027
2. https://www.technavio.com/report/ride-sharing-market-industry-analysis
3. IOSR Journal of Business and Management (IOSR-JBM)
4. http://www.iosrjournals.org/
5. International Journal of Pure and Applied Mathematics
6. https://www.ijpam.eu/