CHAPTER 1

INTRODUCTION
INTRODUCTION:

E-Commerce or Electronics Commerce is a methodology of modern business, which

addresses the need of business organizations, vendors and customers to reduce cost and
improve the quality of goods and services while increasing the speed of delivery.
Ecommerce refers to the paperless exchange of business information using the following
ways −

 Electronic Data Exchange (EDI)

 Electronic Mail (e-mail)

 Electronic Bulletin Boards

 Electronic Fund Transfer (EFT)

 Other Network-based technologies

Features

E-Commerce provides the following features −

 Non-Cash Payment − E-Commerce enables the use of credit cards, debit cards,
smart cards, electronic fund transfer via bank's website, and other modes of
electronics payment.

 24x7 Service availability − E-commerce automates the business of enterprises

and the way they provide services to their customers. It is available anytime,
anywhere.

 Advertising / Marketing − E-commerce increases the reach of advertising of

products and services of businesses. It helps in better marketing management of
products/services.

 Improved Sales − Using e-commerce, orders for the products can be generated
anytime, anywhere without any human intervention. It gives a big boost to
existing sales volumes.

 Support − E-commerce provides various ways to provide pre-sales and post-sales

assistance to provide better services to customers.

 Inventory Management − E-commerce automates inventory management.

Reports get generated instantly when required. Product inventory management
becomes very efficient and easy to maintain.

 Communication improvement − E-commerce provides ways for faster, efficient,

reliable communication with customers and partners.
E-Commerce Operator:

Section 43B(e) of the Indian GST Law defines an Electronic Commerce Operator
(Operator) as every person who, directly or indirectly, owns, operates or manages an
electronic platform which is engaged in facilitating the supply of any goods and/or
services. Also a person providing any information or any other services incidental to or
in connection with such supply of goods and services through electronic platform would
be considered as an Operator.

Basic functions of E-Commerce operator:

 To display the available products and services in the website.

 Arrange for dispatch through any of the vendors.
 Post the successful supply by the vendors, the e-commerce operator proceeds to
settle the payment of the vendor on a periodical basis.

Models of E-commerce operator:

  Inventory Model: The marketplace owners owns the products and also manages
the complete end-to-end sales process. The inventory of the goods is owned and
sold by the e-commerce entity directly to the customers.
 Market Model: It is merely an online platform connecting buyers and sellers and
has no inventory of its own.
 C to C Model: Consumer to consumer, or C2C, is the business model that
facilitates commerce between private individuals. Whether it's for goods or
services, this category of e-commerce connects people to do business with one
another.
 Online information services: When we sell the database or information we have
acquired
 Aggregator model: With e-Commerce and the marketplace setup created by e-
Commerce platform owners, the latter act as the connecting point for vendors and
customers. Therefore, in most transactions conducted on an e-Commerce
platform, the retail customer does not have a preference regarding the seller of
products or provider of services. What the customer relies on is generally the
brand value of the platform owner/operator, commonly known as
“aggregators,” and places his/her request at the price agreed on with the
aggregator.
There are several aggregators operating in services in India, and one of the most
prominent of these being the cab service segment.
Aggregators have been defined as persons who own and manage web-based
applications, which enables potential customers to connect with service providers
providing services under the aggregators’ brands or trade names.
It is interesting to note that the definition of an aggregator has been widened to
include cases when the aggregator is outside India. In such cases, the
representative of aggregators or any person appointed by them will be liable to
Service Tax.

Typical business models of such apps could be:

  The aggregator develops a technology solution (application or app), which is
used by “riders” to avail services from transportation operators registered on
the app. The aggregator acts as an intermediary by bringing together the
transportation operator and the rider through the app.
 The contract for transportation services is between the transportation
operator and the rider. While the aggregator does not provide services to riders,
the transportation operator earns the fare for transportation services provided to
the rider and pays a fee to the aggregator for sourcing the rider.
 The aggregator usually arranges for fares to be centrally collected from the
riders and periodically pays this to the respective transportation operator after
deducting its fee.

OLA CABS:

Ola is basically an On-Demand” Taxi Hailing Service using which people with

smartphones can book a chauffeur driven cab in a driven by owners or helps of the
owners of the cars.The Ola app offers mobility solutions by connecting customers to
drivers and a wide range of vehicles across bikes, auto-rickshaws, metered taxis, and
cabs, enabling convenience and transparency for hundreds of millions of consumers
and over 1.5 million driver-partners.
OBJECTIVES:

 To find the level of convenience and comfort with car aggregator services.
 To know the opinion about tariff system
 To know the promptness of service.
 To ascertain the customer view towards driver behavior and courtesy.
 To provide the inputs to enhance the services to delight the customer
METHODOLOGY:

Methodology Is the systematic, theoretical analysis of the methods applied to a field of

study. It comprises the theoretical analysis of the body of methods and principles
associated with a branch of knowledge. Typically, it encompasses concepts such
as paradigm theoretical model, phases and quantitative or qualitative techniques.

A methodology does not set out to provide solutions—it is therefore, not the same as a
method. Instead, a methodology offers the theoretical underpinning for understanding
which method, set of methods, or best practices can be applied to a specific case, for
example, to calculate a specific result

Basically there are two types of data collection those are

 Primary data

 Secondary data

1) Primary Data:

It is the data collected for a specific purpose or for particular objectives. It is customized
according the requirements of the researcher. It exclusively focuses on current research
problem. Primary data is specific information that is collected directly by the person who
analyze the data and information also doing research. Primary data are collected for the
first time. This data has not been published before collection.

Primary data is collected through:

 Surveys

 Interviews

 Focus groups

 Projective group techniques

 Case studies

 Observation
2) Secondary Data:

Secondary data is information that already exists somewhere, having been collected for
another purpose.” Secondary data is the data that have been already collected by and
readily available from other sources. Such data are cheaper and more quickly obtainable
than the primary data and also may be available when primary data cannot be obtained at
all.

This project is based upon questionnaire method of collecting secondary data. Sample
size 50 members and the details are given in chapter 4
CHAPTERISATION:

Chapter 1: includes introduction: E-Commerce or Electronics Commerce is a

methodology of modern business, which addresses the need of business organizations,
vendors and customers to reduce cost and improve the quality of goods and services
while increasing the speed of delivery about e- commerce and relationship of e
commerce towards car aggregators, objectives of conducting the survey, methodology of
conducting the survey and chapterisation.

Chapter 2: includes company profile: Ola initially started off as Olatrip.com a small
website venture that offered weekend trip packages. It was started as a startup business
by two IIT Mumbai graduates Bhavish Aggarwal and Ankit Bhati, mission, vision, origin
and history, business strategy, SWOT Analysis, unique achievements and future plans of
Ola cabs.

Chapter 3: contains conceptual profile of Ola company: Ola is India’s largest mobility
platform and one of the world’s largest ride-hailing companies, serving 250+ cities
across India, Australia, New Zealand, and the UK. The Ola app offers mobility
solutions by connecting customers to drivers and a wide range of vehicles across
bikes, auto-rickshaws, metered taxis, and cabs, enabling convenience and
transparency for hundreds of millions of consumers and over 1.5 million driver-
partners.

Chapter 4: contains data analysis and interpretation: After surveying 50 people 26% of
people have rated the service of Ola app as excellent, whereas 64% of people have rated
the service of Ola app as good, and 10% of people have voted Ola app service as fair and
no one is disappointed with the service of Ola app.

Chapter 5: contains summary and suggestions: The vision behind Ola cabs is to provide
hassle-free, reliable and technology-efficient car rental service to Indians. In a deeply
fragmented and highly unpredictable market of car/taxi services, there is a significant
shortage of easy and comfortable on-ground options for transportation, be it within a city
or outside.
 CHAPTER-2

COMPANY PROFILE
 COMPANY PROFILE:

Ola initially started off as Olatrip.com a small website venture that offered weekend trip
packages. It was started as a startup business by two IIT Mumbai graduates Bhavish
Aggarwal and Ankit Bhati. Ola cabs are now referred as Ola. Ola is a Spanish term which
means hello! This indicates that hiring a cab at Ola as well as the services provided are
easy and friendly as conveying hello.Ola cabs were founded on 3 December 2010 by
Bhavish Aggarwal and Ankit Bhati. Initially Ola operated from Mumbai as a taxi
aggregator service. Now it has shifted its head office at Bengaluru and works efficiently
from there. Since Ola received its first investment there has been no looking backward
for this initiative venture. Until the year 2014, the company had expanded to a widely
distributed network which comprised of 200,000 cars across 85 cities. These 85 cities
include all the metropolitan cities and various important cities in it.

A.General Profile

MISSION:

Changing the way India commutes using bikes, autos and cabs through an app, to
making bold futuristic bets on emerging areas like Electric, or scaling our technology
to serve the unique needs of global markets, Ola’s team of 7,000+, are torchbearers
of its mission to build mobility for a billion people.

Bhavish is the Co-Founder & CEO of Ola, one of the world’s largest ride-sharing
platforms and India’s most popular mobile app for transportation. With the mission
of building mobility for a billion people, he started Ola (formerly OlaCabs) in 2010
with Ankit Bhati, a fellow alumnus from the Indian Institute of Technology in
Mumbai, the country’s premier institution for technology and science. Before Ola,
Bhavish worked with Microsoft Research for two years, filing two patents alongside
having three papers published in international academic journals. True to his belief
of the need to have on-demand consumer transportation as a service, Ankit is the Co-
Founder & CTO of Ola, one of the world’s largest ride-sharing platforms and India’s
most popular mobile app for transportation. With the mission of building mobility for
a billion people, he started Ola (formerly OlaCabs) in 2010.At Ola, Ankit leads
product, engineering, and data sciences, ensuring a strong back-end system that
powers the experience of riders and driver partners alike. Scaling Ola in a short span
of time, he has played a lead role in pioneering technologies such as mapping
innovations, the world’s first connected car platform - Ola Play, and offline bookings
that made Ola accessible for a large segment of the population.

Our core values:

Our value proposition is not in creating a marketplace but in providing a great experience
to people wanting to use car rentals and cab services. Our business model is very simple.
We partner with private taxi owners, provide modern technology and processes for
booking, dispatch etc. and quality assurance. Our model requires very low capital
investment as we don’t buy cars. Private taxi owners also benefit by being able to access
aggregated consumer demand across different services like outstation travel, local
transfers and full day/half day rentals.
HISTORY:

COMPANY OBJECTIVES:

Ola over some years into operations and services across the country has planned to lay
focus on and expand the cab services in the Indian market. To achieve the same, the
startup company is aimed at customizing the range of services provided by it to enhance
the image of the company in the local market and also to develop a strong customer base
in the country amongst all of its competitors like Uber being the topmost competitor of
Ola. Ola also operates as a marketplace for the businesses and organizations with similar
business models and has coordinated with the biggest e-commerce players like the
Flipkart, Amazon, and Snapdeal. The Ola online cab service provider aims to target
around one million driver partners in the forthcoming year. It also aims to make use of
the innovative technology to dominate the Indian online cab market.
Ola Cabs is amongst the fastest growing online cab service providers in India and aims to
dominate the Indian market with its innovative and customer-oriented business strategy
which includes:

 Mobile App awareness to the common people through the launch of a customized
mobile-specific technique named as “App Analytics” with the help of which the
app can track and measure the overall performance of the services in particular city
or through the particular drivers.

 Ad campaigns on various social media platforms.

 Targeting the right audience which as per a recent study has confirmed that the
average customers were of 20-25 years of age who were working in the corporate
companies and needed cab services to pick them up and drop them to their office
premises.

 Ola’s initiative named “Chalo Niklo” and to take it to the next level.

Ola’s Business Model:

Some of the key points of the business model or the working model of India’s leading
online cab service provider include:

 X% commission from the total fare of the trip which usually ranges from around
15-20 percent depending on the type of vehicle and the city.
 Ola started out as a Taxi Rental Fleet Business. But later on, they altered their
attention to an app-based cab aggregation service which is similar to Uber.

SWOT ANALYSIS OF OLA:

A brief idea about the position of the company in the market can be estimated from the
SWOT analysis which indicates the respective strengths, weaknesses, opportunities and
threats faced by the company.

Strengths:

Ola is first of its kind taxi aggregator service provider in the country.
  It achieved the no.1 rank in the sector after acquiring Taxi for sure.
 The services offered by Ola are well appreciated by the public
 TV, online and print media marketing has helped to create awareness about the
company
 Increase in customer base due to strong network effect.
 Financial condition of the company has improved after investments by various
firms.

Weakness:

 Brand image can be easily influenced by the misbehavior of the drivers as they
are the ne in direct contact with the customers.
 Monetization becomes difficult due to the demand.

Opportunities:

 There is a huge potential for the company to penetrate deep into the market as the

unorganized market hold almost 85% of the segment.

 As Ola coordinates through the smart phone app, increase in number of smart
phone users provides them with a great platform to increase their customer base.
 Disposable income can be increased.
 Convenient services create huge demand among customers.
 Acquisition of smaller company of the market.

Threats:

 Increasing competition.
 Heavy usage of cash to attract customer due to strong financial root of Uber.
 Presence of competitors at the national level.
 No specific regulatory body of the government.
 Customer loyalty is rare in this segment.
ACHIEVEMENTS OF OLA CABS:

1)Ola partners with Ayushman Bharat to add extended healthcare benefits for driver-
partners and families: Ola,  India’s largest mobility platform and one of the world’s
largest ride-hailing companies, and Ayushman Bharat – Pradhan Mantri Jan Arogya
Yojana (AB-PMJAY), the world’s largest government healthcare scheme, have
announced a partnership to facilitate comprehensive health insurance for Ola’s 2
million driver-partners. Mr.Vijay Ghadge, Vice President-Operations, Ola, today
signed an MoU with Dr. Praveen Gedam, Deputy CEO of AB-PMJAY and National
Health Authority to extend the benefits of the Centre-sponsored healthcare scheme to
provide secondary and tertiary care to driver-partners and their families. The MoU
was signed in the presence of Dr. Indu Bhushan, CEO, AB-PMJAY and National
Health Authority. A representative from Common Service Centres (CSC), Ministry
of Electronics and Information Technology, Government of India, also signed the
MoU in the capacity of a third-party administrator.Launched in September last year,
AB-PMJAY provides 10.74 crore economically disadvantaged and vulnerable
families in India with hospitalization benefits through a health cover of Rs. 5 lakh in
government and empanelled private hospitals. As a part of the partnership, the two
organizations will work in tandem to identify driver-partners eligible for the scheme
and provide them with access to benefits under the PM-JAY scheme. Through this
collaboration, hundreds of thousands of eligible driver-partners will be able to access
in-patient care for serious illnesses at a country-wide network of 18,073 government
and private hospitals empanelled under PM-JAY.  Driver-partners can get their AB-
PMJAY e-cards issued at the nearest Ola office.

This milestone development follows a series of benefits Ola has extended to its
driver-partners towards their financial inclusion, including access to credit, tailored
financial products and subsidized insurance and interest rates for their personal and
professional needs.Dr Praveen Gedam, Deputy CEO, Ayushman Bharat PM-
JAY said, “The goal of AB-PMJAY scheme is to provide access to quality curative
health care and ensure it reaches every last citizen who is eligible. Ola, as India’s
largest mobility platform, reaches out to a vast network of drivers.  We appreciate
Ola’s efforts in supporting the Government of India’s universal healthcare goals and
are confident that our combined energies will accelerate our goal to reach 500
million people across the country.”Speaking about the partnership, Vijay Ghadge,
Vice President- Operations, Ola,said, “Driver-partners and their welfare are a key
priority for us and we are constantly working towards improving their lives and are
committed to their well-being. We applaud the government’s efforts to strengthen
access to healthcare and widen the scope of coverage. In partnering with Ayushman
Bharat, we are addressing the evolving needs of our driver-partners, offering them,
and their families, access to reliable and quality healthcare services.”

The first phase will see Ola and AB-PMJAY conduct a pilot in Delhi NCR, which
will subsequently be rolled out at scale to other cities across the country. Eligible
driver-partners as well as Ola employees, across verticals, will be able to avail the
benefits of the program and obtain an Ayushman Bharat card at a minimal cost of Rs.
30. Officials from the National Health Authority will work closely with the
concerned department at Ola to carry out efficient handling of the process from
checking eligibility to handing out AB-PMJAY e-cards. They will also train Ola staff
to execute the process independently.

In the past, Ola has partnered with several state governments and government
initiatives including Skill India, Digital India and Swachh Bharat, amongst others.
Most recently, Ola partnered with Avail Finance to build customized financial
solutions, including micro-savings and micro-insurance products for Ola’s driver-
partners. Ola conducts various skilling programs for its driver-partners and also
provides a stream of new-age financial solutions that are tailored to their needs. Ola
Foundation, the company’s social welfare arm, empowers women from low-income
backgrounds with a host of upskilling and career advancement programmes and
includes a significant number of wives and mothers of Ola driver-partners. 
2) Ola expands operations in Australia; Launches in tourist centre Sunshine Coast:

Continuing its international foray, Ola, one of the world’s largest ride-hailing
platforms, has expanded its presence in Australia by launching services in
Queensland’s Sunshine Coast. The expansion is a part of Ola’s ongoing efforts to
provide the community with a better rideshare experience. Having been present in
Australia’s most populous cities, Ola received a large number of requests from
drivers and customers alike to introduce its services in other parts of the country.
Sunshine Coast was chosen due to the bustling tourism industry and the need for
more choice in the local rideshare market.

 Simon Smith, Managing Director of Ola Australia and New Zealand, said: “We have
seen a tremendous response to our offerings across the country as customer demand
has been on an upward trend. After seeing a large number of requests to introduce
our services in other parts of the country, we’ve chosen the Sunshine Coast as Ola’s
first launch in a non-metro city in Australia. We are now present across 8 cities in
Australia and are the fastest-growing major rideshare player in the country.”  

Celebrating the launch, Ola is offering new customers discounted rides and is also
inviting local drivers to join the platform. On its way to providing commuters with
the best rideshare experience, Ola has enabled Queenslanders to save over five
million dollars in fares and travel more than 7.5 million kilometres across the South
East. The platform will continue its rollout across the market and work with local
authorities to offer enhanced transportation access to commuters. Exponential growth
over the past few years has seen the company enabling smart transportation to
hundreds of millions of users through its network of over 1.5 million drivers across
250+ cities in Australia, New Zealand, the UK and India. 

3) Ola to setup it’s Advanced Technology Center in the Bay Area; aims to build a team
of 150+ Engineers:  Ola, one of the world’s largest ride-hailing platforms, today
announced its plans to set up a first of its kind Advanced Technology Center in San
Francisco Bay. Ola looks to build a team of over 150 engineers working out of this
center on developing next-generation technologies in mobility. The move is a part of
the company’s global initiatives to further drive mobility-led transformation to
billions across the world.

With a commitment to accelerate the development of technology and innovation in

Mobility, Ola’s Advanced Technology Center, the first of its kind in the United
States, will look to onboard world-class talent who will collaborate closely with
global teams in the various geographies where Ola operates. The center will build
cutting-edge technology solutions to accelerate Ola’s ambitions across electric
mobility and connected vehicles as well as lead futuristic experiments like
autonomous vehicles. To achieve this, Ola is looking to hire experts across  Artificial
Intelligence, Machine Learning, Data Sciences, Engineering and Product
Development, who are passionate to impact the lives of billions in the time to
come.3) Ola, Adds To Its List of Industry Firsts, Rolls Out Real-Time Customer
Ride Monitoring System, Ola Guardian, To Enhance Ride Safety:
Launched project ‘Guardian’, a real-time monitoring system, to further strengthen
ride safety of its customers on the platform. Launched as a pilot in Bangalore,
Mumbai and Pune, the project is part of Ola’s national programme on safety, ‘Street
Safe’, and is also a first for the ride-sharing industry. Guardian will go live in Delhi
and Kolkata by the end of next month and will be rolled out in other cities by the end
of the year.As part of project Guardian, all on-going trips will be tracked by
analysing ride indicators that include route deviations, unexpected and midway stops,
amongst others. Based on the indicators and time of travel, safety triggers will be
created which will be attended to immediately by Ola’s Safety Response Team
(SRT). Post analysing the data, the Safety Response Team will connect with the
customer to assess any potential unsafe ride and provide assistance as required.
Focused at addressing any untoward situations, Ola has integrated real-time data into
the project to further enhance its effectiveness. In-addition, Ola is working with
government authorities to map dark spots and unsafe routes into the monitoring
platform to enhance the monitoring system’s performance. This capability will
further enable Ola’s SRT to determine vulnerabilities and augment safety protocols.
As a part of Street Safe, Ola is also working towards mitigating driver impersonation
on the platform. Drawing on the success of its pilot program, Ola announced the
rollout of its tech powered selfie authentication initiative across the country. Through
this initiative, driver partners are required to validate their identity by taking a selfie
and sharing it with the Ola team immediately through the app. This photograph of the
driver will then be compared to the image on record. Impersonators will have their
platform access revoked and will be subject to investigation. The  Ola app has also
been updated to include larger photos of driver partners, enabling customers to verify
their authenticity and report impersonators. Taking a step further to curb driver
impersonation, Ola will initiate offline audit checks at transport hubs including
airports, railway stations and bus stands. The trained audit team will not only
authenticate driver partners but also inspect the state of the car. Having begun the
initiative at Hyderabad and Bangalore airports, offline audit checks will be rolled out
to more transport hubs across India in a phased manner.

Speaking about the new safety initiatives, Ankur Agrawal, VP – Business Excellence

& Safety at Ola said, “Safety and innovation are embedded in Ola’s DNA. As India’s
leading mobility platform, we believe in leveraging technology to improve the
overall safety of rides across the transportation industry. The Guardian project is a
major step in this direction, which accelerates Ola’s past efforts in holistically
making roads and rides safer and build confidence amongst customers and driver-
partners to feel safe on the platform round-the-clock.”He further added, “Ola will
continue to innovate and use AI and machine learning algorithms to further enhance
the Guardian project as the project is rolled out nationally. We are certain that these
moves will have a measurable impact in galvanising India’s mobility ecosystem and
providing our customers with an enhanced ride-sharing experience.”These series of
steps are an addition to the ride-hailing platform’s existing safety initiatives
including Ola’s Safety Council which is integrated under the Ola’s Street Safe
program. Launched earlier this year, the Street Safe program is aimed at creating
partnerships that further strengthen ride and road safety in India. As a part of the
program, workshops and trainings on defensive driving, gender sensitisation and eye
checkups for driver partners are being conducted across the country.  These
developments are an extension to Ola’s existing safety measures, which include
driver partner verification, number masking, emergency buttons and 24×7 customer
care. Ola will continue to develop innovations on its journey to building mobility for
a billion people.

FUTURE PLANS OF OLA:

Ola plans to reach 50 global cities by 2020; hunts for investors to raise more
funds:Homegrown ride-hailing giant Ola wants to foray into as many as 50 global cities
by 2020, with prime focus on high-end European and Gulf markets. The company's
global expansion started with Australia earlier this year, which followed its entry in the
United Kingdom and New Zealand. The next destination of the SoftBank-backed
company is the Netherlands. Its capital, Amsterdam, is a central location for catering to
the markets in Central, Northern and Eastern Europe and even North Africa.To meet its
expansion targets, the company is seeking more investment, Business Standard reported.
Right now, Ola's major shareholders include SoftBank Group (26.1 per cent), Tiger
Global (15.94 per cent), Tencent (10.39 per cent), Matrix Partners (8.57 per cent), and
DST Global (6.72 per cent).

Ola's biggest competitor, Uber, has also been using Amsterdam as its prime location for
operations across the European Union. Though these countries have an efficient
transportation system, the cab services at competitive fairs could give Ola a major boost
in its foreign expansion. Both Ola and Uber are backed by SoftBank. Apart from Uber,
Ola will compete with Taxify, which is headquartered in the Northern European country
Estonia. Taxify is Europe's leading ride-sharing platform and has transport operations
across 25 countries.
Ola is also vying for space in Dubai's high-end market and South America, the newspaper
reported, adding that plans for Dubai operations are at a much more advanced stage. Its
competitor Uber is already building its presence across the Gulf country, where it is
planning to buy its Dubai-based rival Careem Networks FZ.
According to its announcement, Ola is aiming to expand across the United Kingdom by
the end of 2018. Ola's approach in the UK is slightly different. It will not only offer
passengers the option to book private hire vehicles (PHVs) but also black cabs. They are
also planning to add other modes of transport on the same platform in the future. The
company has already obtained a licence in South Wales and Manchester.

Ola in talks to buy custom-made e-vehicles: Ola is in talks with India’s top auto makers
to procure custom-made electric and connected vehicles as the ride-hailing platform plots
an aggressive expansion into eco-friendly modes of transport.
These so-named “Special Purpose Vehicles" would, to some extent, be designed by Ola,
three people aware of the plans said, seeking anonymity.
The talks are also focused on efficient battery management systems that are key to
operating such vehicles, especially on a mass scale, the people said.
Ola wants to replicate China’s top cab-hailing platform, Didi Chuxing Technology Co.,
which has tied up with companies such as Volkswagen AG for custom-made vehicles.
“Ola’s decision makes sense since developing vehicles is not its core ability," said Puneet
Gupta, associate director of vehicle sales forecasting at researcher IHS Markit. “It should
rather focus on getting electric vehicles and operating them in different parts of the
company. So, it is better to buy the vehicles, which will be designed for Ola’s
applications."
Ola has been planning a partial shift to electric mobility once such vehicles become more
affordable and efficient for operations. The Bengaluru-based startup first ventured into
the electric mobility space when it used electric cars of Mahindra and Mahindra Ltd in
Nagpur, but the venture failed to grow in scale due to issues such as vehicle endurance
and quality.
This time, SoftBank-backed Ola wants auto makers to make vehicles with features suited
for its needs, instead of simply ordering cars off-the-shelf, said the first of the three
people cited earlier.
“The electric vehicles that Ola is planning to acquire will be low-cost and the number of
features available will also be limited. The vehicles will be developed keeping in mind
the needs of shared mobility. Though this is not at an advanced level, the company is in
talks with different manufacturers," the person said, adding that “the recent round of
fundraising also points towards the elaborate plans the startup has in the electric mobility
space".
The Bhavish Aggarwal-led startup wants to operate a range of electric vehicles in
different segments in the future to expand beyond offering only cab services.
On 1 March, Ola said its electric mobility business arm, Ola Electric Mobility, had
raised ₹400 crore from US-based hedge fund Tiger Global and Matrix India. This was
Ola’s first external fundraise for its electric mobility business.
The company already has a plan to bring one million electric vehicles on Indian roads by
2022. The electric vehicles Ola is looking to buy are in the three-wheeler as well as four-
wheeler segments.
Companies such as Mahindra and Bajaj Auto have either launched or are expected to
launch electric three-wheelers by 2020. Under the second phase of the Faster Adoption of
Hybrid and Electric vehicles (FAME) scheme, the Union government intends to offer a
subsidy to commercial fleet operators for buying electric vehicles.
Electrifying future: Not only has Ola been forging alliances with companies like Google,
Airtel and Zomato, it has been entering into strategic partnerships with various
Government departments, including Airport Authority of India (AAI) and Indian
Railways. The ride-hailing app is currently in the process of setting up booking kiosks in
12 railway stations in Bangalore and 6 airports in India, whereby travellers can directly
go to the Ola zone and book taxis, instead of relying solely on the app. There will also be
designated parking spaces allotted to the company at these stations and airports.
Furthermore, Ola is also closely working with the government to introduce electric
vehicles in Indian cities. With the government aiming to turn the country into a 100% e-
vehicle nation by 2030, it is certainly a step in the right direction for the taxi aggregator,
which had launched a pilot program in Nagpur to test e-vehicles on its platform.
The launch of India's first multi-modal electric vehicle project on the Ola app, with 200
plus electric vehicles across cabs, buses and auto rickshaws in Nagpur alongside a robust
infrastructure of charging stations is a key milestone in our journey towards sustainable
mobility," an Ola spokesperson had told ET. The company is expected to roll out similar
programs in other cities going forward.
B.FUNCTIONAL PROFILE:

1)PRODUCT AND PRICING:

Olacabs provides different types of cab service:

 Ola Prime — A business-class car service for luxury travel available in a few
cities offering bigger cars like Toyota Innova.
 Ola Sedan — A regular-class car service aimed at providing the customers a
spacious car for comfortable travel with cars like Toyota Etios.
 Ola Mini — An economic-class car service to serve customers looking for
affordable personal transportation with cars like Tata Indica.
 Ola Pink — A car service driven by a lady driver service lady travellers.
 Ola Auto — An auto service provided to the customers, removing the need for
haggling the price with the drivers.

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 clocks an
average of more than 150,000 bookings per day and commands 60 percent of the
market share in India.

FLAT RATE

Standard Rate

Category Minimum Bill Extra km charges Wait

time charges

Sedan Rs 150 for Rs 13 per Km Rs 2

per min
first 8 km
Mini Rs 100 for Rs 10 per Km Rs 2
per min
first 6 km
 * Waiting time includes time taken to board the cab after pickup time as well as
waiting during the trip.

Prime Rate:

Category Minimum bill Extra km charges

Ride time charges
(for entire ride)
Prime Rs 200 for first 5 km Rs 18 per Km Rs 2 per min
Extra charges Peak Time Surcharge Surcharge may be applicable during peak
hours and
will be conveyed during the booking.

Airport rate

All airport pickups and drops.

Additional toll charge of Rs 75 will be applicable.

Standard Rate

Category Minimum bill Distance charges Wait time charges

Sedan Rs 600 for first 30 km Rs 16 per Km Rs 2 per min
Mini Rs 540 for first 30 km Rs 13 per Km Rs 2 per min
Prime Rate Category Minimum bill Distance charges Ride time
charges(for entire ride)
Prime Rs 800 for first 30 km Rs 18 per Km Rs 2 per min

Ola Advantages

 First 10 mins of waiting time is FREE (only for standard rates)

 No night charges
 Transparent pricing
 Invoice mailed at the end of ride

DEVELOPMENT AND PRODUCTION PLAN

Ola in an exclusive chat that the money raised would be used to aggressively expand into
new cities, categories and strengthen the cab aggregator's driver ecosystem in a highly
competitive market. The startup has raised around $65 million of funds in three rounds of
institutional funding. Ola, which works on the marketplace model, has 11,000 cabs across
nine cities on its platform and is said to be clocking 12,000 bookings per day, 50% of
which are through its mobile app. The need for quick and efficient point-to-point
transport is very large in urban India. Ola is the leader in addressing this via technology,
benefiting both consumers and drivers.Ola is growing 30% month-on-month with Ola
Minis seeing the sharpest growth. Having started off by offering only sedans, Ola
recently introduced Minis and Luxury cars to broaden its portfolio. Ola Mini is 20-30%
cheaper than fares charged on sedans and competes with UberX directly.The new
entrants in the taxi service market work on the asset-light model where, instead of
owning the fleet themselves, they facilitate driver entrepreneurship. Ola, in fact, helps

drivers in financing loans at lower interest rates for the purchase of their cars and has tie-
ups with car manufacturers.

The overall Indian cab market, estimated at about $4 billion, has seen some frenetic
activity of late with VCs lining up top dollars to push transportation startups employing
technology to disrupt the traditional taxi services business. Olacabs has raised Rs 250
crore of fresh funds, valuing the taxi service start ups at over Rs 1,000 crore. This
catapults the three-year-old company into the big league of India's consumer internet
story. India focused-hedge fund Steadview Capital and Silicon Valley's blue-chip VC
firm Sequoia Capital led the latest round of fund-raise, which also saw participation from
existing investors Matrix Partners India and Tiger Global

Ola's valuation has more than doubled since November last year when it got on board
Matrix Partners in a Rs 120-crore fund-raise. It now joins the likes of other consumer
internet startups Quikr, Zomato and Bookmyshow which have crossed the Rs 1,000-crore
valuation figure , this list does not include e-commerce players such as Flipkart and
Snapdeal. Ola has more than 33,000 registered users on its platform and it has seen 9x
growth in monthly bookings in January-October 2014. It claims that Ola commands 60
per cent market share in India, followed by Meru (16 per cent), TaxiForSure (14 per cent)
and Uber (5 percent).
Olacabs is looking at an aggressive ramp-up to increase its presence four-fold to 200
cities bythe end of this year from 64 cities at present, according to the source.It claims to
have 60,000 cabs on its platform serving two lakh customers daily. The company has
added over 15,000 cars to its platform in the last three months and has launched
operations in over 34 new cities during this period. It says it has been adding over 1,000
cabs to the platform every day.

Ola’s mobile wallet was introduced in October last year and the company claims that
first-time users of this tool are growing at the rate of 40 per cent per month.The firm also
began making auto bookings available on its platform in beta mode across six cities in
India including Bangalore, Mumbai, Delhi, Chennai, Pune and Ahmedabad. Another new
category that is currently in beta mode is ‘Ola Pink’, cabs driven by women drivers and is
only for women passengers in Bangalore. Here’s what else happened in 2014:-

 We used to add around 10 cars a day and now we add 1000 cars a day.
 We have more than 60,000 cabs on the platform currently.
 We went from 15% market share to almost 70% market share.
 We started a completely new business with Kaali Peeli and Autos
 We also made huge gains on mobile, with almost 70% of our bookings coming
from mobile app, up from 20% last year Our app serves over 200,000 customers
everyday
 Over 70% drivers on its platform are independent driver entrepreneurs
 Recently OlaCabs has brought TaxiForSure which was valued at about $125
million for about $200 million

B.FINANCE: Balance sheet

SOURCES OF FINANCE:
Funding: It raised $330k in its initial round of funding on April 21, 2011. The company
received Series A funding of $5 million from Tiger Global Management; Series B
funding of USD 20 million from Matrix Partners and Tiger Global; Series C funding of
$41.5 million from Steadview Capital, Sequoia Capital and its existing investors. In
Series D round of funding on Oct 25, 2014, it raised $210 million from SoftBank Internet
and Media Inc. and its existing investors. It is back inprocess to scoop between $300-500
million morein its series E funding.

Revenue: For 2013-14, ANI Technologies, which runs Ola Cabs, reported a 50 per cent
jump in net loss at Rs 34.21 crore, against Rs 22.80 crore in 2012-13, according to filings
with the Registrar of Companies (RoC). In terms of revenue, Ola Cabs, backed by private
equity funds Tiger Global and Matrix Partners, has reported solid growth. Its Rs 51-crore
revenue in 2013-14 was 219 per cent higher than Rs 16 crore the previous financial year.

Ola reported a 70% jump in revenue during the year ended March 2017, according to
latest regulatory filings.
Ola posted a revenue of ₹ 1,286 crore in the 2016-17 financial year, compared
with ₹ 758.23 crore in the year-ago period, according to filings with the ministry of
corporate affairs.
Ola, which is run by ANI Technologies Pvt. Ltd, did not immediately disclose its profit
or loss figures, but in the 2015-16 financial year, the cab-hailing start-up had generated
losses of roughly ₹ 2,313 crore.
Cab-hailing services such as Ola and Uber Technologies generate revenues from the
commission that they charge drivers.
The latest numbers indicate that Ola has managed to hold its own against Uber in India
over the past 18-24 months, after a brief period when it lost market share to the US-based
cab-hailing giant.
Ola is currently locked in a bruising market share battle with Uber, which has expanded
rapidly in India since it launched its service in the country nearly five years ago. Both
companies count Japan’s SoftBank Group Corp. as a common investor.
Ola has more than halved its consolidated losses to Rs 2,842.2 crore, while growing
revenue by almost 61 per cent during FY2018, as per regulatory documents. Ola, which
is locked in a bruising battle for market leadership in the Indian market against American
rival Uber, had registered a loss of Rs 4,897.8 crore in FY2016-17.
the entity running Ola -- saw its consolidated revenue rising 60.9 per cent to Rs 2,222.6
crore in the fiscal ended March 2018 from Rs 1,380.7 crore in the previous fiscal.
According to the documents filed with the Corporate Affairs Ministry, Ola narrowed its
standalone losses significantly to Rs 2,676.7 crore, while revenues were up 44.6 per cent
to Rs 1,860.6 crore in FY2018 compared to the previous financial year.

INVESTMENTS DONE IN OLA:

TIMELINE OF INVESTMENTS AND INVESTORS

Date Stage Amount Investor

Series USD 40
July 2014 Steadview Capital and Sequoia Capital
C Million
Series USD 210 SoftBank Group,Tiger Global and Matrix
October 2014
D Million Partners India
Series USD 403
April 2015 DST Global, GIC and Falcon Edge Capital
E Million
November Series USD 500 Baillie Gifford, Falcon Edge Capital, Tiger
2015 F Million Global, SoftBank Group and DST Global
Series USD 260
April 2017 SoftBank Group
G Million
Series USD 100
May 2017 RNT Capital Advisors and Falcon Edge Capital
F Million
Series USD 1.1
October 2017 Tencents Holdings and SoftBank Group
G Billion
September USD 50
Series I Sailing Capital
2018 Million
USD 74
January 2019 Series J Steadview Capital
Million
 Date Stage Amount Investor
USD 92
January 2019 Series J Sachin Bansal
Million
Ola has raised a total of $3 billion. This also includes Debt financing and secondry
market. Ola's current valuation is more than $6 billion.Considering that the 8 years old
startup, Ola is valued at $6 billion makes it the third highest valued consumer internet
company in India. The lure of this home-grown cab aggregator has proved irresistible to
investors. As per data till October 8 2018, Ola's major shareholders include SoftBank
Group (26.1%), Tiger Global (15.94 %), Tencent (10.39 %), Matrix Partners (8.57 %),
and DST Global (6.72%).

C.PERSONAL:

 MANPOWER:8339

RECRUITMENT PROCESS:
INCENTIVES:

Insurance, Health, Wellness:

 Health care and insurance

 Life insurance

Finance and Retirement:

 Stock options or Equity

 Performance bonus

Family and Parenting:

 Work from home

 Maternity and Paternity leave
  Reduced or flexible hours
 Unpaid extended leave

Vacation and Time off:

 Vacation and paid time off

 Sick leave

Perks and Benefits:

 Employee discount
 Free lunch and snacks
 Employee assistance program
 Gym membership

Professional support:

 Diversity program
 Job training

MARKET ANALYSIS:
The taxi space in India is heating up and has been seeing a phenomenal growth in the past
6-7 years. Over $400 Mn (INR 2400 crores) of VC money has been pumped in into these
companies in the past 4 years itself.

Olacabs recently raised over $210 Mn in Series D from Softbank at a valuation of over $1
Bn to focus on expansion. TaxiforSure also raised over$30 Mn in it’s latest round while
Uber has a warchest of over $1.5 Bn to fuel it’s international expansion. Uber has also
committed almost $400 Mn to grow and promote it’s service in India. The Indian radio
taxi market alone is pegged anywhere between $6-$9 billion dollars by different
estimates, and is forecasted to grow at 17-20% annually. More importantly, the organised
taxi market is still minuscule as compared to rest of the taxi market in India; it constitutes
only 4-5% of the market in terms of sheer number of vehicles. The rest is by operators
who own fleets of 2-50 cars and typically have a presence in 1 or 2 cities.

With this in perspective one can now see why each player is trying to aggressively
expand and is raising such humungous funding rounds. The aggregators like Ola, Uber
and TFS have just conquered less than 3-4% of the total available market of India so far
and have a huge opportunity in front of them.
Starting Up:

 Ola cabs started its operations in 2010 from Mumbai under the name of ANI
Technologies Pvt. Ltd.

Going Mobile:

 Ola Cabs launched its Mobile App on Android first, followed by iOS in 2012
followed by Windows in 2014.

Unique Marketing Initiatives:

 Ola Cabs provided a lot of promo codes on their website to give huge discount
sin various segments. They also started the trends of providing fixed rate drops to
the airport when they launch in a city
 OlaCabs provides cabs at INR 13 per kilometre whenever Auto Unions call a
strike

MARKET OF THE ORGANISED TAXI SECTOR IN INDIA:

Phase 1 – Fully Owned Fleets

In the initial phase of the market companies owned the complete fleet with the drivers as
salaried employees. This was characterized by high capital costs to the company – car
loan EMI’s, high maintenance costs. While this model facilitated rapid expansion, it also
came at a huge cost. Caused high stress levels in drivers and there were driver strikes that
affected the service. Bookings were mainly done via telephone calls and cash was the
dominant model.

Phase 2 – Fleet Aggregation Model

Companies like Ola started this model where small fleet owners or single car owners can
put the company brand on the car, and get registered with them. Cars are free to take up
non-company rides, but for every company-initiated ride, they pay the company a fixed
percentage as commission. This model had low capital expenditure and lower
maintenance costs. Booking was done via telephone calls as well as through their
websites. While cash was still the dominant payment form, in-cab POS terminal for credit
/ debit cards started being used as well in this phase.

Phase 3 – The Hybrid Model (Current Phase)

In this model part of the fleet is owned by the company and part of the fleet is from an
aggregation model, hence providing the best of both worlds – better control on cab
availability and service quality while keeping costs low. Booking are done via telephone,
website as well as mobile apps and the payments via cash,card and wallets. Ola has
started this model from 2014. The radio taxi space in India has a huge headroom for
growth and is far from saturation.
ROAD AHEAD:

While there is a good scope for expansion in tier 2 cities, the metro’s will still be the
primary market for all the players. Hence we might see price wars and more fleet
variations (like Ola Auto, Ola Nano and UberGo) being introduced.More and more
hatchbacks and low cost options will be introduced to cater to the price conscious Indian
market and to compete against other forms of public transportation. Service assurance &
quality and convenience will emerge as the long-term differentiators. Ride-Sharing might
come up in the next 3 years and has the potential to bring down costs even further for the
consumer as well as reduce costs even further for the taxi players. There are quite a few
small ride sharing start ups already like Lets Ride, Ridingo, Zify, PoolCircle and Rocket
Internet’s Tripda to name a few. Uber is already experimenting with this in other markets
and might bring this to the Indian market soon as well. There will also be scope for M&A
activities with consolidations happening among ridesharing players or one of these taxi
companies scooping up ride sharing players to fuel it’s foray into ride sharing. There are
definitely some exciting times ahead, both for consumers as well the taxi companies.
 CHAPTER-3
CONCEPTUAL PROFILE
A.THEORETICAL CONCEPT:

Ola is India’s largest mobility platform and one of the world’s largest ride-hailing
companies, serving 250+ cities across India, Australia, New Zealand, and the UK.
The Ola app offers mobility solutions by connecting customers to drivers and a wide
range of vehicles across bikes, auto-rickshaws, metered taxis, and cabs, enabling
convenience and transparency for hundreds of millions of consumers and over 1.5
million driver-partners.
Ola’s core mobility offering in India is supplemented by its electric-vehicle arm, Ola
Electric; India’s largest fleet management business, Ola Fleet Technologies and Ola
skilling, that aims to enable millions of livelihood opportunities for India's youth.
With its acquisition of Ridlr, India’s leading public transportation app and
investment in Vogo, a dockless scooter sharing solution, Ola is looking to build
mobility for the next billion Indians. Ola also extends its consumer offerings like
micro-insurance and credit led payments through Ola Financial Services and a range
of owned food brands through India’s largest network of kitchens under its Food
business.
Ola was founded in Dec 2010 by Bhavish Aggarwal and Ankit Bhati with a mission
to build mobility for a billion people.

1 bn+
Rides served every year
250+
Cities serviced by the Ola to get you to your destination on time, every time
1.5 mn
Empowered entrepreneurs as driver-partners on the platform
7,000+
Employees work tirelessly to provide you with the best in technology and service
APPLICATION OF CONCEPT:

The growing on-demand economy has led to the development of Taxi-aggregator firms
that have changed the way people view commuting within a city. Ola is perceived to be
the main competitor aiming to capture this market in India, backed by venture capital
funds, and the plans of rapid expansion.

Ola settled on the current app-only model after testing their services as a radio cab. Uber,
though a global firm, entered late into the India market, thereby giving Ola the first
mover advantage. But Uber has the advantage of having a higher spending power, and a
global market to fund their operations if required. Both firms currently use their revenues
to rapidly expand their fleet of vehicles, and to expand geographically across the country.
This puts both the companies at a position where they currently make little to no profits.
Cash as a payment mechanism also had an impact on their operations. Uber was forced to
introduce cash payments in India as it was the easiest mode of payment for the majority
of population, and also due to the competition already having this payment mechanism.

In terms of fleet size Ola cabs has a sizable advantage over Uber with its acquisition of
Taxi-for-Sure. Ola has been diversifying into the food and grocery delivery sector,
whereas Uber has been investing on improving the quality of rides. Ola has considerably
higher revenue, but their net profit is negative compared to Uber’s slightly positive one.
Consumer preferences inferred from app downloads and usage statistics suggest Ola to be
the widely used application. But highly informed consumers from metros slowly seem to
be shifting loyalties towards Ola owing to lower rates, and quality of the ride. The
customer is the person that has benefited the most from this ensuing competition. The
customer requirement from this service is a hassle free ride at cheap rates, and companies
are working to keep their customers satisfied. Offers and discounts, intended for both
customer acquisition and retention are made available on a daily basis. The ease of
booking, travel, and payment have made taxi aggregators a cheaper alternative to
traditional taxis and autos, with the service having the potential to replace owning a car.
The cons of this rapid expansion have been the absence of a reliable customer support,
and grievance management systems. Instances of overcharging, and a lack of customer
support has led to customers switching between companies. Though small in number,
reports of such incidents are on the rise and could influence customer preference in the
long term. Along with the customer, the driver is the other important person that these
companies need to keep satisfied. Ola has launched various incentive plans for their
drivers. Incentive plans based on number of rides, and hours clocked during peak hours
help put the drivers on the road during times of high demand. These schemes have
received some backlash with drivers using loopholes in the system to make profits,
thereby causing losses for the company in terms of finance and customer perception.
Another important objective has been to tie the drivers to a single taxi aggregator, when
drivers prefer to be part of Ola to make maximum revenue. Introduction of Weekly
Platform Management Fees has discouraged drivers from being in service to more than
one aggregator. Employee loyalty, like customer loyalty, forms an important aspect of
operations for taxi aggregators. Loyalty among drivers is highly volatile, but could easily
be controlled as compared to customer loyalty. Making the supply side efficient enough
to meet the ever growing demand will prove to be the challenge than the aggregator firms
would have to face. Right set of initiates for drivers, and customers, coupled with good
acquisition and expansion strategy could be a deciding factor as to which company
captures the market post consolidation.
 CHAPTER-4
FINDINGS,
ANALYSIS
AND
INTERPRETATION
ANALYSIS:

1)How do you rate service given by Ola?

 0-2
 2-3
 3-5

0-2 2-3 3-5

1 17 32

0-2 rating
1%

2-3 rating
33%

3-5 rating
66%

INTERPRETATION: After surveying 50 members there are 66% of people who have
rated Ola in the scale of 3-5,33% of people rated in the scale of 2-3 and only 1% of
people rated in the scale of 3-2.
2) What do you think of your driver, do you feel safe?

 Yes, I do feel safe

 No, I don’t feel safe

Yes I do feel safe No I don’t feel safe

48 2

no I don’t feel safe

2%

yes I do feel safe

98%

INTERPRETATION: After surveying 50 people, 98% of people feel safe during the ride
with the driver while travelling, whereas 2% of people do not feel safe while travelling in
the Ola cabs.
3) Was the cab you hired clean and tidy?

 Yes
 No
 Maybe

Yes No Maybe
32 15 3

maybe
6%

no
30%

yes
64%

INTERPRETATION: After surveying 50 people there are 64% of people who are
agreeing that the cabs travelled by them are clean as well as tidy, 30% of people are
clearly disagreeing that the cabs they travelled are clean and tidy, whereas 6% of people
choose maybe.
4) Is the price charged reasonably?

 Yes it is reasonable
 Charged at a too high price
 Moderately charged

Yes it is reasonable Charged at a too high Moderately priced

price
19 6 25

yes it Is reasonable
moderately price 38%
50%

charged at a too high price

12%

INTERPRETATION: After surveying 50 people, there are 38% of people who agreed
that Ola charges reasonably, 50% agreed that Ola charges moderately, whereas only 12%
of people agreed that Ola charges at a too high price.
5) Is booking of cab easy for you?

 Easy
 Difficult
 Moderate

Easy Difficult Moderate

42 1 7

maybe
14%
difficult
2%

easy
84%

INTERPRETATION: After surveying 50 people, 84% of people find easy to book a cab,
14% of people find it moderate and only 2% of people find difficult to book Ola cabs.
6) Did the car arrive at the reported time?

 Yes
 No
 Maybe

Yes No Maybe
35 3 12

maybe
24%

no
6%

yes
70%

INTERPRETATION: After surveying 50 people, 70% of people agreed that the cab
arrived at the reported time, where as 24% of people choose maybe whereas 6% of
people disagree that cab arrived at the reported time.
7) How much time did you wait for the cab to arrive?

 0-10 minutes
 10- 20 minutes
 20-30 minutes
 30-40 minutes

0-10 10-20 20-30 30-40

25 24 1 0

20-30
2%

0-10
10-20
50%
48%

INTERPRETATION: After surveying 50 people, 50% of people chose that they have
waited for cab to arrive from 0-10 minutes, 40%people chose that they have waited for
cab arrive for 10-20 minutes, only 2% of people chose that they have waited for cab to
arrive at a time span of 20-30 minutes, where as none chose the option 30-40 minutes.
8) Does Ola give preference to online payments? How do you rate cashless on ola?

 satisfactory
 not satisfied
 I dont know

satisfactory Not statisfied Don’t know

30 17 3

I don’t know
6%

not satisfied
34%
satisfactory
60%

INTERPRETATION: After surveying 50 people, 60% of people find easy to prefer

cashless with Ola cabs, whereas 34% of people find difficulty to find difficult to prefer
cashless with Ola cabs and 6% people find it maybe.

9) How often do you use Ola?

  Daily
 2-3 times a week
 1-2 times a month
 Only on special occasions

Daily 2-3 times a week 1-2 times a Only on special

month occasions
1 7 16 26

daily
2%

2-3 times
14%

only on special occacions

52% 1-2 times
32%

INTERPRETATION: After surveying 50 people, 52% of people use Ola cabs at special
occasions, whereas 32% of people use Ola cabs 1-2 times a month, 14% of people use
Ola cabs 2-3 times a week. Only 1% of people use it in a daily purpose.
10) Is cancellation of cab easy?

 It is easy to cancel
 It is not easy to cancel
 Sometimes it is easy, and sometimes facing issues

It is easy to cancel It is not easy to cancel Sometimes it is easy,

sometimes facing issues
30 9 11

sometimes easy and sometimes facing issue

22%

it is easy to cance
60%

it is not easy to cance

18%

INTERPRETATION: After surveying 50 people, 60% of people find easy for the
cancellation of the cab, whereas 18% of people find difficulty in the cancellation of the
cabs and 22% chose maybe.
11) Do they charge money for cancellation?

 they charge
 they don’t charge
 They charge partially

Yes No Partially
23 11 16

partially
32%
yes
46%

no
22%

INTERPRETATION: After surveying 50 people, 46% of people have agreed that they
were charged money after cancellation of the cab, whereas 22% of the people were not
charged for the cancellation of the cab, and 32% of the people were charged partially for
the cancellation of the cab service.
12) Is the driver displaying route through Google maps while travelling?

 The route is shown

 The route is not shown
 Maybe , they show the route

The route is shown The route is not shown Maybe, they show the
route
33 4 13

maybe the route is shown

26%

the route is shown

66%
the route is not shown
8%

INTERPRETATION: After surveying 50 people, 66% of people are agreeing that the
driver displays them the route while travelling in Ola cabs, while 8% are denying that
they weren’t shown route while travelling in Ola cabs and 26% of people choose maybe
on this question of survey.
13) which car aggregators provide more discounts?

 Uber
 She cabs
 Ola

uber She cabs ola

5 18 27

uber
10%

ola she cabs

54% 36%

INTERPRETATION: After surveying 50 members, 10% of people are agreeing that

when compared to other car aggregators Ola provide them with better discounts, whereas
36% of people are disagreeing that they provide good discounts, and 54% of people
chose the answer maybe.
14) Are complaints lodged being solved by Ola?

 Problems are solved

 Problems are not solved

solved Not solved

40 10

not solved
20%

solved
80%

INTERPRETATION: After surveying 50 people, 80% of people strongly agree that their
issues with Ola cabs are being solved by Ola company whereas, 20% of people are
strongly disagreeing that the issues are being solved by the company.
15) Are the cabs available at peak hours?

 Rarely Available
 Not available
 Available

Rarely Not Available

available
8 19 23

rarely available
16%

available
46%

not available
38%

INTERPRETATION: After surveying 50 people, 16% of people have agreed that the Ola
cab services are being available in the peak hours, where as 38% of people are
disagreeing that the Ola services being available at the peak hours and 46% of people
chose that the Ola cab services may or may not be available at the peak hours.
16) How is the frequency of cab at your area?

 Good
 Average
 Less
 Very less

Good Average Less Very less

27 19 2 2

very less
less 4%
4%

average good
38% 54%

INTERPRETATION: After surveying 50 people, 54% of people have good Ola cab
frequency in their area whereas, 38% of people have average frequency in their area and
have less and very less frequency at the rate of 4% respectively.
17) How do you rate the behavior of the driver? On the scale 0-5?

 0-2
 2-3
 3-5

0-2 2-3 3-5

1 17 32

0-2 rating
2%

2-3 rating
34%

3-5 rating
64%

INTERPRETATION: After surveying 50 people, 64% of people have rated the behaviour
of the driver in the scale of 3-5 whereas, 34% of people have rated the behaviour of the
driver in the scale of 2-3 and only 2% of people have rated the behaviour of the driver in
the scale of 0-2.
18) Which mode of cab do you prefer the most?

 Ola SUV
 Ola prime
 Ola mini
 Ola micro
 Ola auto

Ola SUV Ola prime Ola mini Ola micro Ola auto
2 16 17 9 6
ola suv
4%
ola auto
12%

ola prime
ola micro
32%
18%

ola mini
34%

INTERPRETATION: After surveying 50 people,32% of people like the service of Ola

prime, 34% of people like the service of Ola mini, 18% of people like the service of Ola
micro, 12% of people like the service of Ola auto and 2% of people like the service given
by Ola SUV.
19) Do you find trouble in cab pick-up point?

 There is a trouble
 The is no trouble
 Rarely I find trouble

trouble No trouble Rarely I find

trouble
3 37 10

trouble
6%
rarely I find trouble
20%

no trouble
74%

INTERPRETION: After surveying 50 people 74% of the people do not find any trouble
in the cab pick-up point whereas 20% sometimes find trouble and sometimes don’t find
the trouble in cab pick-up point, and 6% people always find trouble in cab picking up
point.
20) How is Ola app working?

 Excellent
 Good
 Fair
 Poor

Excellent Good Fair Poor

13 32 5 0

excellent
26%

good fair
64% 10%

INTERPRETATION: After surveying 50 people 26% of people have rated the service of
Ola app as excellent, whereas 64% of people have rated the service of Ola app as good,
and 10% of people have voted Ola app service as fair and no one is disappointed with the
service of Ola app.
FINDINGS:

The cab services in India play a predominant role in day to day life. One can avail the cab
services comfortably through online and check its availability and travel by paying
reasonable rate. These concept of online cab services in India has been started in the year
2010. The growth of the online cab aggregators has been gradually increased to meet the
day to day demands of the customers. According to the survey made by the car
aggregators about 5million people are availing the cab services for the regular usage
across the country.

Ola is the first cab aggregator which is introduced in India. This online cab aggregator is
now one of the vast company which is expanded to the different parts of the world.
Ola will also aid in giving better access to training, enable digital and financial inclusion,
as well as other benefits such as insurance to existing driver-partners.

Features of Ola cabs:

DROP DESTINATION:

The App now comes with in-built maps with which you just need to enter the drop
location in the app while booking or boarding and the driver will be able to navigate there
without bothering you for directions.
FAVOURITES:
New feature on the app is the favourites button. Add locations like HOME, WORK,
YOUR FRIENDS’ PLACE, YOUR FAVOURITE CLUB, etc. as your favourites and
choose them from the drop down menu to enter them as your destination or pick-up

 AUTO-CONNECT WI-FI ON OLA PRIME:

The app update takes the Ola Prime experience to the next level with Auto-Connect Wi-
Fi, which connects your device to the Ola Prime’s In-Cab Wi-Fi automatically,
eliminating the requirement of a different password for each ride.
 CORPORATE PROFILES

This feature allows you to have a separate record of your work travel, making it easy for
you to segregate it from personal travel and generate invoices for reimbursement claims
from your organization.

AVAILABILITY UPDATES:

Availability Updates assist you in knowing about cab availability in your vicinity even
when the app is running in background. When you move away from the app, you will get
a notification as soon as there are cabs available near you.
INTERPRETATION:

 Services given by Ola cabs:

There are 32 members out of 50 members approve that the services given by Ola
cabs are provided with a good quality and rate the that the services availed are
highly satisfactory when compared to other online cab aggregators

 Frequency of cab services:

The frequency of Ola cab services are available to most of the areas. The cab
availability in peak hours is more when compared to other cab aggregator
services.

 Provides more discounts:

27 out of 50 members accept that Ola provides cab services provide more
discounts and also charge a very reasonable rate to the rides availed by the
customers.

 Professional drivers and maintenance of cab:

The drivers hired are highly professional and provide a safe ride to the customers.
Most of the customers have given a good rating on the maintenance of the cabs.
And have rated the cab to be neat and tidy

 Customer satisfaction:

According to the survey most of the people accepted that the cabs which are
booked through Ola app is very good so the ratings which is given by customers
is also very high so with trust we can say that customers can satisfy if they book
the cabs through Ola app.
 CHAPTER-5

SUMMARY AND SUGGESTIONS

SUMMARY:

Vision

The vision behind Ola cabs is to provide hassle-free, reliable and technology-efficient car
rental service to Indians. In a deeply fragmented and highly unpredictable market of
car/taxi services, there is a significant shortage of easy and comfortable on-ground
options for transportation, be it within a city or outside.

Technology

The mobile app is not what makes Olacabs different from the several radio taxi services
that have sprung across the country. Bhavish Aggarwal, co-founder and chief executive
officer of the company, describes Olacabs as a technology firm rather than a cab-services
firm. One of his ambition is to be able to deliver a cab within 20 minutes from the time of
booking. For this, the company is making use of data analytics, so that they can forecast
demand for its services on a daily basis. Based on this data analysis we intend to
providing service within 20 minutes of booking. At present it is around 30-35 minutes.

Management

Olacabs, founded in January 2011 by two IIT Bombay alumni Bhavish Aggarwal and
Ankit Bhati is India’s largest aggregator of car rentals and point-to-point cab services.
Olacabs integrates car transportation, be it point-to-point services within a city, hour-
based rental services or outstation travel, onto a technology platform, ensuring
convenient, transparent and quick service fulfillment for the customer.

BUSINESS IDEA AND OPPORTUNITY

The business idea of using technology to offer a better and more predictable experience
to consumers, right from easy online access to car rental bookings, quality assurances
through reviews/ratings and proper information about the car and the driver.

Olacabs provides cab-booking services to customers through multiple channels but it

does not own any cabs. We are a technology company. We are a technology platform for
transportation. We help connect customers and drivers better," said the Olacabs CEO
.Most of the existing portals work as opaque agents, offering marked-up rates. Olacabs,
on the other hand, has a marketplace approach. We tell users the rates of different
operators along with

what accessories and features each car has. So, users can compare and book the one
which suits their needs the best. The rates displayed are also exact fares that a customer
would get directly from the operator.

Unique offerings

Customers can book cabs through its apps, website and even call centre. Recently, it
launched the facility of cashless payment by offering an in-app pre-paid wallet will allow
customers to recharge their account through a credit card. The firm also began making
auto bookings available on its platform in beta mode across six cities in India including
Bangalore, Mumbai, Delhi, Chennai, Pune and Ahmedabad. Another new category that is
currently in beta mode is ‘Ola Pink’, cabs driven by women drivers and is only for
women passengers in Bangalore. It also started adding the conventional black & yellow
cabs of Mumbai to its platform. Recently, the firm roped in Gurgaon-based background-
verification firm AuthBridge to vet the drivers.

Among the other initiatives, the firm released an SOS button for customers, which, when
activated, sends out all ride details in real-time including GPS coordinates to pre-set
friends and family members of the user via SMS and e-mail.One of his ambition is to be
able to deliver a cab within 20 minutes from the time of booking. For this, the company is
making use of data analytics, so that they can forecast demand for its services on a daily
basis. Ola Prime’s business class experience fleet includes cars like Toyota Innova, Altis,
Skoda Rapid and Honda Civic. Ola Mini shall remain the most affordable personal
transportation option in the city and its fleet include hatchbacks like Tata Indica and
Nissan Micra amongst others. The flagship Ola Sedan is aimed at a regular city traveler
looking for a spacious car and comfortable drive and is currently available across all 12
cities where Ola is present and includes cars like Suzuki DZire, Mahindra Verito and
Toyota Etios.
SUGGESTIONS:

Need to improve the frequency of the cab: in the analysis it has proved that the cab
frequency in many areas are lacking. Due to this the people are unable to access the cab
availability and utilize the services. so it is suggestable to increase the frequency of
services

Price hikes in peak hour is way too much cut short of those price: in the peak hours the
charges of cabs are increased drastically. Due to this the price is getting doubled. and it is
becoming too expensive for the middle and poor class to afford it daily. So the company
has to think for the solutions how to cut short the price and encourage the people to avail
the cab services.

Services should also be provided in the rural areas: even in rural areas the cab services
has to be provided, so in order to encourage the oppourtunities for the employment
growth and it also enhances the people to have the accurate know and the use of the cab
availability and its services.

Solving the issues of online payments so that it will be customer friendly: many people
are finding the online payment to be difficult .there are many issues which are being
faced while paying online. the transactions are being failed and it is causing the customer
a great lot of difficulty. so the company have to look after the difficulties of the
customers and have to solve the issues pertaining to online payments

Drivers should be more professional with the customers: the drivers should be trained by
the company before being hired. they have to be trained to be polite to answer the doubts
of the customers. And they must not try to interfere in the matters of the customers.
CHAPTER-6

ANNEXUERS
 ANNEXURE:

1)How do you rate service given by Ola?

 0-2
 2-3
 3-5

2) What do you think of your Ola driver?

 Yes, I do feel safe

 No I don’t feel safe

3) Was the cab you hired clean and tidy?

 Yes
 No
 Maybe

4) Is the price charged reasonable?

 it was reasonable
 Charged at a too high price
 Moderately priced

5) Is the booking of cab easy for you?

 Easy
 Difficult
 moderate

6) Did the cab arrive at the reported time?

 Yes
 No
 Maybe
7) How much time did you wait for your cab to arrive?

 0-10
 10-20
 20-30
 30-40

8) Does Ola gives you preference for online payment? Do you find it easy?how do you
rate?

 Satisfactory
 Not satisfactory
 I don’t know

9) How often do you use Ola?

 Daily
 2-3 times a week
 1-2 times a week
 Only on special occasions

10) Is cancellation of cabs easy?

 Easy cancellation
 Difficult cancellation
 Sometimes facing issues while cancellation

11) Do they charge money for cancellation?

 They charge
 They don’t charge
 They charge partially
12) Is driver displaying the route through Google maps while travelling?

 Route is shown
 Route is not shown
 Maybe the route is shown

13) which car aggregator provide more discounts?

 Uber
 She cabs
 Ola

14) Are complaints lodged being solved by Ola?

 Problems are solved

 Problems are not solved

15) Are the cabs available at peak hour?

 Available
 Not available
 Rarely available

16) How is the frequency of cabs at your area?

 Good
 Average
 Less
 Very less

17) How do you rate the behaviour of the driver? on the scale 0 to 5?

 0-2
 2-3
 3-5
18) Which mode of Ola cab you like to use the most?

 Ola SUV
 Ola prime
 Ola mini
 Ola micro
 Ola auto

19)Do you find any trouble in cab pickup point?

 Trouble
 No trouble
 Rarely I find trouble

20) How is Ola app working?

 Excellent
 Good
 Fair
 Poor
 CHAPTER-7

BIBLOGRAPHY
BIBLOGRAPHY

1. https://www.olacabs.com/info/about_us.
2. http://www.ciim.in/ola-cabs-business-strategy-case-study
3. https://yourstory.com/2014/06/ola-taxiforsure-uber/
4. https://techstory.in/olacabs/
5. http://www.themultiplier.in/2016/02/the-secret-behind-ola-cabs-
marketing.html
6. http://www.wikipedia.com