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Dissertation
CHAPTER 1: INTRODUCTION
operates
in
cities
with
Bangalore,
1800
India.
vehicles
At
across
present,
India
classmate
of
Delhi
professional
from
Mckinsey.
They started home delivery of cars at door step. Revv provides various luxury and
economy cars to customers on a reasonable price. Revvs portfolio includes 60%
SUV cars, 10% Ultra-Luxury and 30% Sedan and Hatchback. Revv also has
launched a mobile application so that it is more helpful to its customers to book a
car. The mobile application help the company to get added advantage of its
competitors as only 1 more company has the application facility to book a car.
Also the company has its offices in every 10km from where the customers can
easily pick and drop the car. The company is planning to expand in different cities
by 2017 in Chandigarh, Hyderabad, Pune, Mumbai and many more cities. The
model of the company is such that the company charges you for the car and you
can drive as much as km per day without any restriction. Also the fuel cost is paid
by the customer so there is no hesitation of any fraud by the customers. The
company is new to the market at present and to survive in the existing market the
company is providing value added service to capture the market share. The
company also charges hourly basis so you have just pay how much you used
which is the strength to this company and their business model.
The best advantage of self-drive cars is you can save the cost of driver and also
the cars are available hourly basis so the consumer has to pay according to his/her
usage.
and many other have entered in the self-drive car market and many new players
are joining in. The market is at very nascent stage when the market will mature
only two or three players will survive. As per a prediction, by 2020, there will be
two lakh self-drive cars. US, currently has 20 lakh of self-drive cars in market. As
per increment of population the Indian market will grow on the same line. Selfdrive car industry is threatened by cab service providers because they provide on
demand cabs to customer in a very short period of time such as Ola, Uber and Taxi
for sure. The self-drive companies are giving a tough competition to each other by
providing discount offers, cheap prices and door step delivery and pick-up.
Customers can book cars through mobile apps or websites of the company. As the
online market of India would grow in future, customer opting for self-drive cars
would increase. Customer feel rich when they drive self-drive cars because it
gives them feel like their own car. They can drive it anywhere they want.
customers.
10
11
Technology is a strategic tool and innovation in this field has become all the way
more important and glorious. To enhance customer relationship, to manage
business operations, to achieve sustained competitive advantage, its important to
update the technology. The company should maintain good relationship with
customers as this will have edge to retain more customers. There are huge option
to maintain a good relationship with the customers, as the technology is advanced
so the company should use it to get more customers and provide them with more
and more services to satisfy their needs and wants. All this forms an integral part
of customer
satisfaction
and
acceptance
on
larger
scale,
(Sridhar
12
of user for hiring a taxi are comfort, timing and availability of the cars. Taxi
driving is common in all over the world as it is very common practice in the
world.
Most women drivers find a considerable degree of membership within the larger
community of drivers, and in this sense become "one of the men"; seen first as
taxi drivers and then as women, (Kimberly Berry, 1993). The popular perception
of taxi drivers is that they are, and should only be, men. Women are perceived as
either completely absent from the business or only exist on the margins of the
industry. However, the number of women is greater than many guess, and their
participation and adaptation in the industry is considerably more significant.
13
14
15
16
N of Items
.767
17
Interpretation: value of Chronbach alpha is 0.767 that shows the data reliability.
Data used in this research is reliable therefore we can get some meaningful result.
.726
Approx. Chi-Square
1140.331
Df
136
Sig.
.000
Interpretation: Above table depicts that KMO value is .726 which is more than
0.6 this means sample of this research is sufficient and adequate.
17
Minimum
Maximum
Mean
Std. Deviation
Renting Risky
152
1.00
5.00
3.8421
.92145
Expensive
152
2.00
5.00
3.8553
.94489
Personality
152
2.00
5.00
3.9671
.88712
152
1.00
4.00
1.8224
.75557
Emotional Attachment
152
2.00
5.00
3.7895
.91080
Enjoyment
152
3.00
5.00
4.0987
.79535
Future Booking
152
3.00
5.00
4.2171
.62949
Refer
152
1.00
5.00
3.9013
1.00172
My Status
152
2.00
5.00
4.0066
.84176
Convenience
152
1.00
5.00
1.9276
.73783
Assistance Required
152
1.00
3.00
2.1908
.81974
Selection
152
1.00
5.00
2.1776
1.10449
Quality of Car
152
1.00
4.00
1.9342
.86638
Experience
152
1.00
4.00
1.8947
.83909
Behavior of Staff
152
1.00
4.00
1.9803
.80124
Over Price
152
2.00
5.00
3.9145
.91307
Profits
152
1.00
5.00
3.2500
1.17507
152
Percent
Valid Percent
Cumulative
Percent
most risky
2.6
2.6
2.6
Risky
10
6.6
6.6
9.2
Neutral
24
15.8
15.8
25.0
Safe
82
53.9
53.9
78.9
Safest
32
21.1
21.1
100.0
Total
152
100.0
100.0
Valid
18
Table 4.3.3 Self-drive car is most/least expensive than other cab services
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Expensive
12
7.9
7.9
7.9
Neutral
44
28.9
28.9
36.8
less expensive
50
32.9
32.9
69.7
least expensive
46
30.3
30.3
100.0
Total
152
100.0
100.0
Percent
Valid Percent
Cumulative
Percent
Valid
Diminish
5.3
5.3
5.3
Neutral
38
25.0
25.0
30.3
Enhance
57
37.5
37.5
67.8
most enhance
49
32.2
32.2
100.0
Total
152
100.0
100.0
19
Percent
Valid Percent
Cumulative
Percent
Valid
strongly agree
58
38.2
38.2
38.2
Agree
64
42.1
42.1
80.3
Neutral
29
19.1
19.1
99.3
Disagree
.7
.7
100.0
Total
152
100.0
100.0
Percent
Valid Percent
Cumulative
Percent
Valid
Detached
16
10.5
10.5
10.5
Neutral
34
22.4
22.4
32.9
Attached
68
44.7
44.7
77.6
most attached
34
22.4
22.4
100.0
Total
152
100.0
100.0
20
Percent
Valid Percent
Cumulative
Percent
Neutral
41
27.0
27.0
27.0
Enjoy
55
36.2
36.2
63.2
enjoy most
56
36.8
36.8
100.0
Total
152
100.0
100.0
Valid
Percent
Valid Percent
Cumulative
Percent
Neutral
17
11.2
11.2
11.2
Likely
85
55.9
55.9
67.1
most likely
50
32.9
32.9
100.0
Total
152
100.0
100.0
Valid
21
Table 4.3.9 I would least like/most like to refer this service to other people
Frequency
Percent
Valid Percent
Cumulative
Percent
least like
1.3
1.3
1.3
less like
14
9.2
9.2
10.5
neutral
30
19.7
19.7
30.3
Like
57
37.5
37.5
67.8
most like
49
32.2
32.2
100.0
Total
152
100.0
100.0
Valid
Percent
Valid Percent
Cumulative
Percent
Valid
Decrease
3.3
3.3
3.3
Neutral
38
25.0
25.0
28.3
Increase
60
39.5
39.5
67.8
most increase
49
32.2
32.2
100.0
Total
152
100.0
100.0
22
Percent
Valid Percent
Cumulative
Percent
strongly agree
38
25.0
25.0
25.0
Agree
95
62.5
62.5
87.5
Neutral
12
7.9
7.9
95.4
Disagree
3.9
3.9
99.3
strongly disagree
.7
.7
100.0
Total
152
100.0
100.0
Valid
Percent
Valid Percent
Cumulative
Percent
strongly agree
39
25.7
25.7
25.7
Agree
45
29.6
29.6
55.3
Neutral
68
44.7
44.7
100.0
Total
152
100.0
100.0
Valid
23
Percent
Valid Percent
Cumulative
Percent
strongly agree
40
26.3
26.3
26.3
Agree
74
48.7
48.7
75.0
Neutral
21
13.8
13.8
88.8
Disagree
3.3
3.3
92.1
strongly disagree
12
7.9
7.9
100.0
Total
152
100.0
100.0
Valid
Percent
Valid Percent
Cumulative
Percent
Valid
strongly agree
56
36.8
36.8
36.8
Agree
56
36.8
36.8
73.7
Neutral
34
22.4
22.4
96.1
Disagree
3.9
3.9
100.0
Total
152
100.0
100.0
24
Percent
Valid Percent
Cumulative
Percent
Valid
strongly agree
56
36.8
36.8
36.8
Agree
62
40.8
40.8
77.6
Neutral
28
18.4
18.4
96.1
Disagree
3.9
3.9
100.0
Total
152
100.0
100.0
Percent
Valid Percent
Cumulative
Percent
Valid
strongly agree
44
28.9
28.9
28.9
Agree
73
48.0
48.0
77.0
Neutral
29
19.1
19.1
96.1
Disagree
3.9
3.9
100.0
Total
152
100.0
100.0
25
Percent
Valid Percent
Cumulative
Percent
Valid
Agree
18
11.8
11.8
11.8
Neutral
16
10.5
10.5
22.4
Disagree
79
52.0
52.0
74.3
strongly disagree
39
25.7
25.7
100.0
Total
152
100.0
100.0
Table 4.3.18 Most companies are more interested in making profits than in serving
consumers
Frequency
Percent
Valid Percent
Cumulative
Percent
strongly agree
3.9
3.9
3.9
Agree
45
29.6
29.6
33.6
Neutral
33
21.7
21.7
55.3
Disagree
41
27.0
27.0
82.2
strongly disagree
27
17.8
17.8
100.0
Total
152
100.0
100.0
Valid
26
Percent
Valid Percent
Cumulative
Percent
Valid
18-25 years
46
30.3
30.3
30.3
25-35 years
71
46.7
46.7
77.0
35-45 years
21
13.8
13.8
90.8
14
9.2
9.2
100.0
Total
152
100.0
100.0
Percent
Valid Percent
Cumulative
Percent
Valid
Male
111
73.0
73.0
73.0
female
41
27.0
27.0
100.0
Total
152
100.0
100.0
27
Interpretation: with the help of this plot we can understand the representation of
gender and age over the service experience. Here we can see that as age of male
increasing their service quality experience is decreasing but after the age of 35
their service quality expectation is again increasing. Although on an average they
are not satisfied with the quality of car and its service provided by the company.
While in case of females service quality experience is very similar but average
experience is low as compare to male.
28
Figure 4.4.2
Interpretation: above table shows the representation of age and gender over
emotional attachment. Here we see that as age of male is increasing from 18-25 to
25-35 age group their emotional attachment with the company is increasing and
going very high, but people of 35-45 age group does not seen to be happy and
emotionally attached to the company. While in case of females as their age
increasing their emotional attachment with the company is also increasing, but
female more than 45 years are not very much emotionally attached with the
company.
29
Figure 4.4.3
Interpretation: on an average both male and female enjoyed the rental cars and
its services offered by the company. In case of female who spend less than 3 hour
or who drove rental car for less than 3 hour are very much enjoying the car
service. Males are also enjoying rental car but male who drove 3-10 hour enjoyed
the most.
30
Df
Mean
Sig.
1.583
.196
2.470
.064
1.864
.138
9.792
.000
4.436
.005
Square
Renting Risky
Convenience
Quality of Car
Experience
Behaviour of Staff
Between Groups
3.985
1.328
Within Groups
124.225
148
.839
Total
128.211
151
Between Groups
3.920
1.307
Within Groups
78.284
148
.529
Total
82.204
151
Between Groups
4.126
1.375
Within Groups
109.217
148
.738
Total
113.342
151
Between Groups
17.608
5.869
Within Groups
88.708
148
.599
Total
106.316
151
Between Groups
7.998
2.666
Within Groups
88.942
148
.601
31
Total
96.941
151
32
CHAPTER 5: CONCLUSION
5.1 Findings
As Age of male increasing their service quality experience is decreasing
but after the age of 35 their service quality expectation is again increasing.
Although on an average they are not satisfied with the quality of car and its
service provided by the company. While in case of females service quality
experience is very similar but average experience is low as compare to
male.
Age of male is increasing from 18-25 to 25-35 age group their emotional
attachment with the company is increasing and going very high, but people
of 35-45 age group does not seen to be happy and emotionally attached to
the company. While in case of females as their age increasing their
emotional attachment with the company is also increasing, but female
more than 45 years are not very much emotionally attached with the
company.
On an average both male and female enjoyed the rental cars and its
services offered by the company. in case of female who spend less than 3
hour or who drove rental car for less than 3 hour are very much enjoying
the car service. Males are also enjoying rental car but male who drove 3-10
hour enjoyed the most.
P vale of experience and behavior of staff are 0.000 and 0.05 respectively,
which are less than 0.05. This means we will reject the null hypothesis in
both case. P value of risk, convenience and quality is not greater than 0.05.
There is a significant difference between experience and age, behavior of
staff and age.
The reliability test of the data was done and it was successful. Thus the
answers of the respondents were having good adequacy.
33
5.2 Recommendation
Focus on customer service experience is required especially for females of
age group 25-35 with respect to experience as they feel that is very hectic
to perform the formalities so they should be given a first-hand experience
as they should be the priority for the company as these services are
launched in major cities of India where people have a good income status
so the females should be given the first priority.
Loyalty program for male age group 18-25 and females age group 25-35 is
required they are very much attached with the car rental companies
because they are the frequent users of the company and this could be the
major target segment for the company as they are the frequent users of the
self-drive cars and they are totally happy with the service they provide.
The loyalty programme should be such that they are retained by the
company at all the time as their engagement with the company is the selfdrive car companys priority.
Female who drive less than 3-10 hour does not enjoy rental car so
company should make some effort to increase their level of enjoyment
because they prefer to take their own cars when going out for vacation
which means that they are taking car for a small ride as they might not be
happy with the service. Whereas males prefer to take car for short as well
as on long journey as the level of contentment is high in case of males.
34
REFERENCES
Amy Dunckel-Graglia SUNY Stony Brook (2013). Women-Only Transportation:
How Pink Public Transportation Changes Public Perception of Womens
Mobility. Journal of Public Transportation, Vol. 16, No. 2, 2013
Dr. Tazyn Rahman (2014). International Journal of Advance and Innovative
Research Volume 1, Issue 1
Emmanuel Nondzor Horsu Solomon Tawiah Yeboah (2015). Influence of service
quality on customer satisfaction: a study of minicab taxi services. International
Journal of Economics, Commerce and Management. Vol. III, Issue 5
Rakesh Belwal and Shweta Belwal (2010). Public Transportation Services.
Journal of Public Transportation, Vol. 13, No. 4, 2010
Sridhar Vaithianathan Kartikeya P Bolar (2013). Self-drive car: past perfect and
future tense. Emerald Emerging Markets. Retrieved from: Ziqi Liao (2001) Taxi
dispatching via Global Positioning Systems. Volume:48 , Issue: 3
Sanjeet Kaur, Sumit Kumar Verma (2010). Winning Customers Through Service
Innovation-CAB WISE. Indian journal of marketing. Volume 40, Issue 11
35
APPENDICES
Questionnaire
Section 1
To measure customer attitude (cognitive, effective, conative)
Q: 1 I find self-drive car renting_______
Risky 1 2 3 4 5 Safe
Q: 2 I find self-drive car renting________
Non beneficial 1 2 3 4 5 Beneficial
Q: 3 Self-drive car is ___________ expensive than other cab services.
Most 1 2 3 4 5 Least
Q: 4 Self-drive cars _____________ my personality.
Diminish 1 2 3 4 5 Enhance
Q: 5 I feel like Driving __________
My own car 1 2 3 4 5 A taxi
Q: 6 I feel emotionally ______ with self-drive cars.
Detached 1 2 3 4 5 Attached
Q: 7 I ____________ while using self-drive car.
Get bored 1 2 3 4 5 Enjoy
Q: 8 I am ________ to book self-drive car in future.
Least likely 1 2 3 4 5 Most likely
Q: 9 I would _________ refer this service to other people.
Not like 1 2 3 4 5 Like
Q: 10 Self-drive cars would ___________ my status.
Decrease 1 2 3 4 5 Increase
Section 2
To gauge satisfaction and driving experience of self-driven cars
Indicate your level of agreement (Strongly Agree Strongly Disagree) with each
of the following statements:-
36
37
A) 18-25 years
B) 25-35 years
C) 35-45 years
D) Above 45 years
Q: 23 your gender?
A) Male
B) Female
Q: 24 Your Name
________________________