Professional Documents
Culture Documents
Bus485 Research Project
Bus485 Research Project
Group:- I
Name ID
Table of Content
S
Customer satisfaction 2020
Towards Uber
Introduction.............................................................................................................4
1.1 Research Objective:.......................................................................................4
1.2 Scope of Research:.........................................................................................4
1.3 Significance of the Study:.............................................................................5
Literature Review....................................................................................................5
2.1 Theory:...........................................................................................................5
Research Methodology............................................................................................7
3.1 Methods of Research Used:..........................................................................7
Type of Research-............................................................................................7
Research Method:-..........................................................................................7
Survey Research Technique...........................................................................7
Methods of Survey Data Collection- (Online questionnaires).....................8
3.2 Respondents & Sampling Procedures:-.......................................................8
3.3 Research Instruments/ Questionnaire:........................................................9
3.4 Pretests..........................................................................................................10
3.5 Collection of Data:.......................................................................................11
3.6 Statistical Treatment of Data.....................................................................11
Conclusion..............................................................................................................15
4.1 Summary of findings:..................................................................................15
4.2 Recommendation:........................................................................................15
References..............................................................................................................17
Appendix................................................................................................................18
Customer satisfaction
Towards Uber | 2
Customer satisfaction 2020
Towards Uber
INTRODUCTION
In this project the company is chosen a transport service company name, Uber
Technologies Inc. is also known as UBER, is an American company which offers
vehicles for hire, food delivery. UBER started its operation in Bangladesh in 2016
but only in Dhaka City. The main aim of this project is to identify the factors of
affecting customer satisfaction of Online Taxi Services by an online taxi services
providing companies across the Dhaka City. There are two variables in this project
one is independent variable which are safety price, comfort, and service quality.
And other one is Dependent variables and which is customer satisfaction. All the
independent variable such as- safety, price, comfort, service, quality will effects
dependent variables which is customer satisfaction because if anyone independent
variable can’t match with dependent variables it makes a dissatisfaction of
customers.
Dhaka city think about Uber. Based on depending variable of this project, Uber has
taken many steps to attract more customers and also has given the satisfaction to
their customer. This
1.2 SCOPE OF RESEARCH: For this research, the people from ONLY Dhaka city
was the targeted people. This research was to see the reactions of Uber customers
in Dhaka. In this Project, there are two variables. One is Independent variable and
those are women’s safety price, comfort, and service quality. And other one is
Dependent variables and which is customer satisfaction. The relationship between
independent and dependent variables is highly connected. It concludes that the
price is much related to get the positive relationship with the customers or to
Customer satisfaction
Towards Uber | 3
Customer satisfaction 2020
Towards Uber
been done on online taxi services in Dhaka city. This research will contribute to
existing other company determining the dimensions of women’s safety, quality,
price, and comfort customers satisfaction while using online taxi services like
UBER.
LITERATURE REVIEW
2.1 THEORY:
Customer satisfaction
Towards Uber | 4
Customer satisfaction 2020
Towards Uber
Customer satisfaction
Towards Uber | 5
Customer satisfaction 2020
Towards Uber
RESEARCH METHODOLOGY
Type of Research-
The type of research we have used in this research project is Descriptive research.
Descriptive research is a type of research that describes a population, situation, or
phenomenon that is being studied. It focuses on answering the how, what, when,
and where questions of a research problem, rather than the why. In this research
paper we tried to find out the satisfaction of customers towards Uber.
Research Method:-
A descriptive research method can be used in multiple ways and for various
reasons. Before getting into any survey, though, the survey goals and survey design
are crucial. Despite following these steps, there is no way to know if one will meet
the research outcome. To understand the end objective of research goals we used
descriptive research in this research project. One of the most popular is Survey
Research Technique.
Primary data for the study has been collected through a survey, using a structured
Questionnaire. A portion of the entire group (called a population). Sampling
procedure means choosing part of a population to use to test hypotheses about the
entire population. Used to choose the number of participants, interviews, or work
samples to use in the assessment process. In this research project we used People
of different age from 18 to onward. Who used Uber ride at least once in their
Lifetime. This survey contains both male and female.
Customer satisfaction
Towards Uber | 7
Customer satisfaction 2020
Towards Uber
1. Nominal Scale: Nominal scale is a naming scale, where variables are simply
“named” or labeled, with no specific order. For Example:
2. Ordinal Scale: Ordinal scale has all its variables in a specific order, beyond
just naming them.
Customer satisfaction
Towards Uber | 8
Customer satisfaction 2020
Towards Uber
3.4 PRETESTS
Reliability Statistics
Cronbach's
Alpha N of Items
.214 12
The reliability is .214 which is lower than acceptable value which is .6 since our
research is limited to 50 respondents.
Customer satisfaction
Towards Uber | 9
Customer satisfaction 2020
Towards Uber
Primary Data: Primary data for the study has been collected through a
survey, using a structured Questionnaire.
Secondary Data: Secondary Data has been collected from various articles,
journal papers and online database.
Statistics
How satisfied Do you think
are you using Uber rides are
Gender Occupation Age Uber ride? costly?
N Valid 50 50 50 50 50
Missing 0 0 0 0 0
Mean 1.24 1.68 1.36 3.66 1.30
Median 1.00 1.00 1.00 4.00 1.00
Std. Deviation .431 1.316 .693 .939 .463
Variance .186 1.732 .480 .882 .214
Minimum 1 1 1 1 1
Maximum 2 6 4 5 2
Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 38 76.0 76.0 76.0
Female 12 24.0 24.0 100.0
Total 50 100.0 100.0
Customer satisfaction
Towards Uber | 10
Customer satisfaction 2020
Towards Uber
Occupation
Cumulative
Frequency Percent Valid Percent Percent
Valid Student 37 74.0 74.0 74.0
Government employee 2 4.0 4.0 78.0
Employee 6 12.0 12.0 90.0
Business owner 1 2.0 2.0 92.0
Housewife 3 6.0 6.0 98.0
Retirement 1 2.0 2.0 100.0
Total 50 100.0 100.0
Age
Customer satisfaction
Towards Uber | 11
Customer satisfaction 2020
Towards Uber
Cumulative
Frequency Percent Valid Percent Percent
Valid 18 to 25 37 74.0 74.0 74.0
26 to 35 9 18.0 18.0 92.0
36 to 45 3 6.0 6.0 98.0
46 and above 1 2.0 2.0 100.0
Total 50 100.0 100.0
Customer satisfaction
Towards Uber | 12
Customer satisfaction 2020
Towards Uber
CONCLUSION
The main aim of this project is to identify the factors of affecting customer
satisfaction of Online Taxi Services by an online taxi services providing companies
across the Dhaka City. It can be argued that Uber services in Dhaka city have an
overall positive impact among men and women’s. From the research there are
some variables have been found to have positive relationship with customer
satisfaction namely quality, price, safety. Most of the customers were aware about
the prices that have paid by them against service taken. This research will benefit
to the ride sharing services and through this survey result, the ride sharing can
improve the car quality, focus on safety and also reduce the price limit. These
factors have most influence on the customer satisfaction. Price has a strong
positive relationship with customer satisfaction regarding choosing a ride. The
customers are smart enough to compare the prices of different services providers.
Finally this study will help the Uber companies as well as the Uber users in Dhaka
to identify the most fascinating service and also modify the existing facilities and
gain overall customer satisfaction.
4.2 RECOMMENDATION:
In our survey we found that most of the customers are complained about their
services. They need to focus on it,
We found that different factors like car quality, high price, customer safety
are influence customer satisfaction, so companies should consider these
factors carefully.
The ride sharing service providers should give more personalized attention
to the customer.
Customer satisfaction
Towards Uber | 14
Customer satisfaction 2020
Towards Uber
Sometimes the drivers charge more than the actual charge, the company
should check it.
They also need to focus on others competitors to expand their business and
capture the market.
Customer complained that the pricing policies of the ride sharing service
provider are not competitive so they should take a competitive pricing
strategy.
The drivers should change their poor attitudes .they need to focus on
customer satisfaction.
Customer satisfaction
Towards Uber | 15
Customer satisfaction 2020
Towards Uber
REFERENCES
Customer satisfaction
Towards Uber | 16
Customer satisfaction 2020
Towards Uber
APPENDIX
I. Gender?
1. Male
2. Female
II. Age?
1. 18 to 25
2. 26 to 35
3. 36 to 45
4. 46 and above
III. Occupation?
1. Student
2. Government employee
3. Employee
4. Business owner
5. Housewife
6. Retirement
5. Very satisfied
VII. How would you rate the quality of Uber ride?
1. Excellent
2. Good
3. Fair
4. Poor
X. Have you ever had to wait too long for your rider to pick you up?
1. Yes
2. No
Customer satisfaction
Towards Uber | 18