PROJECT REPORT

ON

“A COMPARATIVE STUDY ABOUT CUSTOMER

SATISFACTION TOWARDS UBER AND OLA CABS’’

SUBMITTED IN PARTIAL FULFILLMENT FOR THE

AWARD OF THE
DEGREE OF BACHELOR OF COMMERCE
B.COM(hons) 2020 -2023
UNDER THE GUIDANCE OF
Ms. GARISHMA GULYANI
ASSISTANT PROFESSOR, VIPS
SUBMITTED BY:
LAKSHAY GARG
ROLL NO. 04629888820
BCOM (H) SEM 2 SECTION E
rd

Vivekananda School of Business Studies 

Vivekananda Institute of Professional Studies
AU Block (Outer Ring Road) Pitampura
Delhi – 110034

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 TABLE OF CONTENTS

PARTICULARS                                                                                      PAGE NO.

Student Declaration...……………………………………………………...………i

Certificate from Guide……….....………………………………………..……… ii

Acknowledgement……………………………………………………….………... iii

Executive Summary………….…………………………………………………… iv

Chapter Scheme

 Chapter 1: Introduction …………………………………………………..... 7

1. A Brief …………………………………………………….……….8
2. Rationale for choosing this topic………………………………… .10
3. Research Objectives……………………………………………….10
4. Research methodology of the study……………………………....11

 Chapter 2: Company Profile & About the topic………………………….... 13

1. About the Company…………………………………………….... 14

2. About The Topic…...……………………………………………… 16

 Chapter 3: Findings & Analysis………………………………………….... 17

 Chapter 4: Suggestions and Conclusions………………………… 34

Bibliography…………………………………………………………………….... 37

Annexures

Miscellaneous

2
 STUDENT UNDERTAKING

This is to certify that I have completed the Project titled ““A COMPARATIVE STUDY
ABOUT CUSTOMER SATISFACTION TOWARDS UBER AND OLA CABS ” under the
guidance of “Ms. GARISHMA GULYANI” in partial fulfilment of the requirement for the
award of degree of Bachelor of Commerce (BCOM [H]) at Vivekananda Institute of
Professional Studies, Vivekananda School of Business Studies, New Delhi. This is an
original piece of work and has not been submitted elsewhere.

NAME OF STUDENT: LAKSHAY GARG

STUDENT SIGNATURE

3
 CERTIFICATE

This is to certify that the project titled ““A COMPARATIVE STUDY ABOUT CUSTOMER
SATISFACTION TOWARDS UBER AND OLA CABS” is an academic work done by

“LAKSHAY GARG” submitted in the partial fulfilment of the requirement for the award of

the degree of Bachelor Of Commerce (BCOM [H]) from Vivekananda Institute of

Professional Studies, Vivekananda School of Business Studies, New Delhi, under my

guidance & direction. To the best of my knowledge and belief the data & information

presented by him/her in the project has not been submitted earlier.

Ms. GARISHMA GULYANI

SIGNATURE OF FACULTY GUIDE

4
 ACKNOWLEDGEMENT

I express my sincere gratitude and thanks to Ms. GARISHMA GULYANI for giving me an
opportunity to enhance my skill in my project. I am thankful for her guidance, patience and
consummate support. I extend my heartiest thanks to her for enlightening my path. Without
her sincere advice, this project has been impossible.
Moreover, I would also like to thank the various people who were involved with this project
and gave me invaluable guidance in this regard. Without their help, this project would not
have been as comprehensive and detailed as it is.
I also feel grateful and elated in expressing my indebtedness to all those who have directly or
indirectly helped me in accomplishing this research.

EXCECUTIVE SUMMARY
5
 Today’s business environment is rapidly changing with increasing turbulence and
uncertainty. Companies are under pressure to seek new strategies and to make quick
decisions to overcome changes. As the rate of change increases, so does the need for fast and
immediate response, which implies higher flexibility. Such conditions increase the
importance of the providing better services to the customers and to take their feedback to
improve your services.

Providing better services helps the company to gain acceptance in the market as well as
increase the brand value which also helps to make their employees more skilled and satisfy
both the customers and employees in a better manner. It also provides an opportunity to
companies to improve in areas where they are lacking behind.

The purpose of my undertaking of this project topic was to compare and measure the services
of both the cab service provider Ola and Uber through the facilities and satisfaction they are
providing to the customers and the factors affecting the choice of both of them.

Concluding, the summary my project findings were respondents are satisfied with the
services of both Ola and Uber but still Uber is better and they are providing better facilities in
terms of cost effectiveness, timeliness, communication, reliability and expression and attitude
and the app of Uber is more convenient. And people are attracted towards the feature of these
cab service providers of tracking the driver and traceability of driver and safety and they
book Ola and Uber for leisure, late night travel and business travel. The limitations were the
sample size because of limited region of study.

6
 CHAPTER -1
INTRODUCTION

7
 INTRODUCTION
Every cab/ taxi service company's mission is to provide reliable, timely, and safe cab services
to passengers with cost efficiency. With latest equipment and technology trends, it is easy to
penetrate into the cab/taxi service market. But the challenge here is what makes you different
from others. One of the key things is the company's products and services should be
innovative and easy-to-use that matches with the ever-changing customer needs. As a cab/
taxi company one thing to emphasize is the effective communication in the business. The
company should realize that, in a competitive environment, flexibility and professionalism
maintain that leading edge. The company should have drivers and employees that are helpful,
courteous, and fully trained on the use of the computer dispatch system. As an added safety
measure for both drivers and passengers, the Taxi cabs should be fitted with Global
Positioning Systems (GPS), which enable the cabs to be tracked or located in an emergency.
All the Cab/Taxi should be clean, well maintained, and inspected regularly for safety and
comfort. The company's strategy should be to build reputation and market share by
establishing business offering as a viable alternative to existing taxi cab services in the area.
The company should also pursue a better marketing campaign and from that, company can
penetrate at least 65% of the market share. Always the company's long-term goal should be to
be the top rated ground transportation company in the targeted geography. The company's
emphasis is to on the dispatch, mobile data.

OLA CABS

Ola cabs commonly known as Ola, is an Indian transportation network company. Ola started
as an online cab aggregator in Mumbai, now based out in Bangalore and is among the fastest
growing businesses in India. It was founded on 3 December 2010 by Bhavish Aggarwal
(currently CEO) and Ankit Bhati. By 2014, the company has expanded to a network of more
than 200,000 cars across 85 cities. In November 2014, Ola expanded to incorporate autos on-
trial basis in Bangalore. Post the trial phase, Ola Auto expanded to other cities like Delhi,
Pune and Chennai starting December 2014. In December 2015, Ola expanded its auto
services in Chandigarh, Indore & Jaipur. Ola was valued at $5 billion as of September 2015.
Slogan (ChaloNiklo).
Ever decided to take a weekend holiday from the city, but spent hours finding a car rental?
Or taken one on the reference of a friend, only to have the operator leave you stranded in the
middle and make you miss an important business meeting? Or did the cab just not show up?

Well, we've faced the same problems too. And we decided to help fix it. So we've created
Olacabs.com, a marketplace for all types of cabs and car rentals. It's very simple: You enter
your city and your need. We search the available inventory of our partners and provide you
with a list of results and prices of different available cars from different operators. You can

8
see our rating of that operator, what other customers said of them, and then book it right here
on Olacabs.com. Or you can call us and we'll help you through the process! It's that simple.

UBER CABS

Uber is an American international transportation network company headquartered in San

Francisco, California. The company develops markets and operates the Uber mobile app,
which allows consumers with smart phones to submit a trip request which is then routed to
Uber drivers who use their own cars. By 28 May 2015, the service was available in 58
countries and 300 cities worldwide.
Uber was founded as "UberCab" by Travis Kalanick and Garrett Camp in 2009 and the app
was released the following June. Beginning in 2012, Uber expanded internationally. In 2014,
it experimented with carpooling features and made other updates. By mid-2015, Uber was
estimated to be worth $50B. It is estimated that Uber will generate $10 billion in revenue by
the end of 2015.

The legality of Uber has been challenged by governments and taxi companies, who allege
that its use of drivers who are not licensed to drive taxicabs is unsafe and illegal. As Uber
grew internationally, it also began to experience disputes with governments and taxi
companies in those regions. In April 2014, Uber was banned by the government in Berlin,
although the company remains active in other German cities. The ban is still being discussed
as of December 2014. Taxi drivers in London, Berlin, Paris and Madrid staged a large-scale
protest against Uber on June 11, 2014.

Also in February 2015, Uber announced collaboration with Carnegie Mellon to found the
Uber Advanced Technology Centre, a new facility in Pittsburgh meant to support research in
the development of self-driving vehicles. Additionally, Uber expanded its UberPOOL
services to Los Angeles and New York City, expanding further in March, to offer UberPOOL
in Austin, Texas, in anticipation of the South by Southwest festival. In April 2015, Uber
renamed its UberFRESH program as UberEATS and expanded the service to include
Barcelona, Los Angeles, Chicago and New York City.

Upon its inception, Uber only offered full-size luxury cars for hire, and the "UberBlack" title
was adopted for the company's main service (named after the "black cars" private
transportation services in New York City). In 2012 the company launched its "UberX"
program, which made available to consumers smaller vehicles. Due to the lower fees that
accompanied the program, the service became extremely competitive with traditional taxi
services, expanding Uber's appeal to a broader cross-section of the market.

RATIONALE FOR CHOOSING THIS TOPIC:

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To acquire all kind of resources so that we can get better service from cab company. With the
growing complexities in Delhi city, frequent commutation from one place to another has
become a challenge. May it be a daily job or an occasional emergency, your own car may not
always be the best option to serve all these purposes.

A taxi rental firm can offer the various luring and easy services at reasonable costs. Taxi
hiring firms usually sends the local chauffeur to drive the vehicle you have hired in order to
avoid any confusion in direction and routes. This study aims to identify the preferences for
cab services in order understand the specific needs of the daily commuters

OBJECTIVES OF THE STUDY

Considering the growing number of online cab users in Mumbai this research is designed to
understand the difference between Ola and Uber users. Research is specifically focused on
working professionals. The sub objectives of this study are:
1. To study about various types of facilities provided by both cab services.
2. To measure the customer satisfaction level towards OLA and UBER.
3. To identify the factors affecting the choice of OLA and UBER.
4. To compare the services of OLA and UBER.

RESEARCH METHODOLOGY OF THE STUDY

10
The study is an exercise involving estimation of parameters as regard to organizational
requirements. The research was designed so as to get the relevant information that can be
used for various organizational purposes.

DATA SOURCE:

Research used both primary and secondary data to accomplish the objectives.

 PRIMARY DATA: It is the first hand gathered to help solve the problem at hand.
Data is collected personally for the specific project through research. Questionnaire
was designed to gather information on the company marketing and services.
 SAMPLE SIZE
100

 TYPE OF RESEARCH
Descriptive

 AREA CONCERNED
Delhi/NCR

 INSTRUMENT
Questionnaire

SECONDARY DATA: It is the second hand data already available and collected by
someone else. The data were extracted through internet, publications; articles, company
books, etc. data was collected from different journals, magazines, books, internet links and
newspaper.

DATA COLLECTION:

The study used the survey method to collect the raw information specific to the current
research work. The survey method is advantageous because it helps to collect detailed
information about an individual respondent.

Survey:

The type of survey undertaken was that of sample type keeping in consideration the time
constraints besides the viability of census survey. The sample survey undertaken to reach the
desired destination was carefully planned and executed by using selected samples.

Statistical Tool:

11
The tool used for obtaining the relevant information was questionnaire. A well-structured
questionnaire was administered to the sample of the study. The questionnaire was designed
keeping in view both major and minor objectives of the study.

Sampling:

With the customer being unknown and given the time and resource constraints random
sample was obtained from the population. The random sampling is a type of sampling
method where each individual unit has an equal probability of being chosen The sample size
for this research is 100 residents.

Data completion and analysis:

After the data was collected, it was tabulated and findings of the project were presented
followed by analysis and interpretation to reach certain conclusions. Different charts like bar
chart, pie chart and average are used as the statistical technique to analyse the impact or
effect of the independent variable, which are taste, preference, convenience.

LIMITATIONS:

 To keep labour costs down many firms hire drivers who do not know their towns or
cities well enough to take the quickest route to a destination.
 Travelers often find that taxi transportation will require the services of an interpreter,
as drivers are hired who do not speak the local language sufficiently to communicate
effectively.
 Taxi firms who do not mention their policy on animal transportation at the time of
booking should have their license withdrawn.
 Many disabled or elderly passengers complain that drivers cannot be bothered to help
them out of their taxi cab or that they do not help carrying shopping bags to the door.
 Many firms do not exercise proper control over their drivers’ behaviour either and
non-smoking passengers find themselves sitting in car that reeks of cigarette smoke.
 Drivers who are inadequately dressed or lack personal hygiene are another annoyance
many passengers feel could be avoided.

12
 CHAPTER -2
ABOUT THE TOPIC

ABOUT THE COMPANY

13
About Uber
Uber Technologies Inc. (Uber) is a peer-to-peer ridesharing, taxi cab, food delivery, bicycle-
sharing, and transportation network company (TNC) headquartered in San Francisco,
California, with operations in 785 metropolitan areas worldwide. Its platforms can be
accessed via its websites and mobile apps. Uber has been prominent in the sharing economy,
so much so that the changes in industries as a result of it have been referred to as Uberisation.
Uber has also been the subject of protests and legal actions, including a criminal investigation
for its use, until March 2017, of Greyball software to avoid giving rides to regulators. The
name "Uber" is a reference to the common (and somewhat colloquial) word uber, meaning
"topmost" or "super", and having its origins in the German word über, cognate with over,
meaning "above”. Uber is estimated to have 100 million worldwide users and a 69% market
share in the United States.

For riders - Uber is a convenient, inexpensive and safe taxi service. Hire a private driver to
pick you up & take you to your destination with the tap of a button on any smartphone
device. A nearby driver often arrives to pick you up within minutes. Not only is this an on
demand car service, but you can even watch as your driver is en-route to come pick you up.
For drivers - Uber provides exceptional pay, allows you to be your own boss, and even
receive tips. Take on fares whenever you wish (work as much or as little as you desire) while
meeting new people in your city from all walks of life. Uber was founded in 2009 as Uber
Cab by Garrett Camp, a computer programmer and the co-founder of StumbleUpon, and
Travis Kalanick, who had sold his Red Swoosh start-up for $19 million in 2007. On New
Year's Eve, after Camp and his friends spent $800 hiring a private driver, Camp wanted to
find a way to reduce the cost of direct transportation. He realized that sharing the cost with
people could make it affordable, and his idea morphed into Uber. Kalanick joined Camp and
gives him "full credit for the idea" of Uber. The first prototype was built by Camp and his
friends, Oscar Salazar and Conrad Whelan, with Kalanick being brought on as a "mega
advisor" to the company.
Following a beta launch in May 2010, Uber's services and mobile app officially launched in
San Francisco in 2011. Originally, the application only allowed users to hail a black luxury
car and the price was 1.5 times that of a taxi. In February 2010, Ryan Graves became the first
Uber employee, getting the job by responding to a tweet from Kalanick announcing the job
opening, and receiving 5–10% of the company. Graves started out as general manager and
shortly after the launch was named as CEO. After ten months Kalanick succeeded Graves as
CEO in December 2010. Graves stepped down to become the company's COO. In 2011, the
company changed its name from UberCab to Uber after complaints from San Francisco taxi
operators.
The company's early hires included a nuclear physicist, a computational neuroscientist, and a
machinery expert who worked on predicting demand for private hire car drivers and where
demand is highest. In April 2012, in Chicago, Uber launched a service where users were able
to request a regular taxi or an Uber driver via its mobile app.

14
About Ola
Ola Cabs (stylised as OLΛ), is an Indian origin online transportation network company
developed by ANI Technologies Pvt. Ltd. As of September 2018, Ola was valued at about $4
billion. It was started on 3rd December 2010 by Bhavish Aggarwal (currently CEO) and
Ankit Bhati. By 2014, the company has expanded to a network of more than 200,000 cars
across 100 cities. In November 2014, Ola expanded to incorporate autos on-trial basis in
Bengaluru. Post the trial phase, Ola Auto expanded to other cities like Delhi, Pune and
Chennai starting December 2014. Ola provides different types of cab service ranging from
economic to luxury travel. The cabs can be reserved through a web browser or a mobile app.
This cab service supports both cash and cashless payment options with Ola money. It claims
to clock an average of more than 150,000 bookings per day and commands 60 percent of the
market share in India.
As of 2018, the company has expanded to a network of more than 10,00,000 vehicles across
169 cities. In November 2014, Ola diversified to incorporate auto rickshaws on a trial basis in
Bangalore. After the trial phase, Ola Auto expanded to other cities like Delhi, Pune, Chennai,
Hyderabad and Kolkata starting in December 2014. In January 2018, Ola extended into its
first overseas market, Australia, and in New Zealand in September 2018. It also has presence
in UK. In March 2014, Ola Cabs acquired Bengaluru based taxi service TaxiForSure for. In
November 2015, Ola approximately Rs. 1,394 crores (US$200 million). From 25 June 2015,
Ola users gained access to TFS cabs via the Ola mobile application acquired Geotagg, a trip-
planning applications company, for an undisclosed sum. In Vogo. Earlier this year Ola
December 2017, Ola acquired Foodpanda's business in India. In app. April 2018, Ola made
its second acquisition with Ridlr (formerly Traffline), a public transport ticketing in
December 2018, Ola invested $100 million in scooter rent start-up financed Series A of
funding of the Vogo.

ABOUT THE TOPIC

15
 INTRODUCTION / CONCEPT

The Research project on “A COMPARATIVE STUDY ABOUT CUSTOMER

SATISFACTION TOWARDS UBER AND OLA CABS” is carried out to find out to the
satisfaction provided to customer by the cab services OLA and UBER and the factors
affecting the preference over both the cab services. The sample size of the project is 100
customers of Delhi/NCR region.

16
CHAPTER -3
FINDINGS
&
ANALYSIS

Data analysis and interpretation

17
 1. Have you used both Ola and Uber cab services?

Interpretation:

The study comprises of 100 respondents and 89% of population have used both
Ola and Uber. And 11% have not used Ola and Uber.

2. How frequently do you book Ola and Uber?

18
Interpretation:

The study comprises of 100 respondents and 53% of population uses Ola and Uber
for 1-2 times in a month and only 5% uses for 2-3 times in a day.

3. For what purpose do you use your cab services?

19
 PURPOSE

Other
11% Late night travel
Late night travel
26%
Intercity Business Travel
14%
Leisure

Intercity

Other
Leisure Business Travel
26% 23%

Interpretation:

The study comprises of 100 respondents and 26% of population uses Ola and Uber
for late night travel and leisure and 14% uses for intercity travel and only 11% uses
for other purposes.

4. According to you, who provides better services?

20
 BETTER SERVICES

Both provide same service

quality
27%

44% No, Ola is better.

No, Uber is better.

29%

Interpretation:

The study comprises of 100 respondents and 44% of population believe that both
provide same quality and 29% believe that Ola is better.

21
 5. How do you rate the overall facilities/experience of Ola? Rate
them (1=Excellent,2=Very Good,3=Good 4= Satisfactory & 5=Poor)

OVERALL FACILITIES/EXPERIENCE PROVIDED BY OLA

1 2 3 4 5

Reviews /Ratings 16 30 38 8 8

Payment options 5 12 20 36 27

Grievance/Complaint handling 20 23 33 16 8

Providing proper feedback 5 20 32 31 12

Discounts\special offers 16 27 22 25 10

Reliability 18 35 28 17 2

Expression/Attitude 11 32 37 15 5

Timeliness 14 31 38 15 2

Communication skills/Language 16 31 35 16 2

Cost Effectiveness 22 29 27 9 13

Interpretation:

The study comprises of 100 respondents in which 22 respondents feels that Ola is
cost effective and it is reliable, better offers and reviews. But the respondents are
also satisfied by the payment options provided by the Ola.

6. How do you rate the overall facilities/experience of Uber? Rate

them (1=Excellent,2=Very Good,3=Good 4= Satisfactory & 5=Poor)
22
 OVERALL FACILITIES /EXPERIENCE BY UBER

1 2 3 4 5

Reviews /Ratings 20 32 27 16 5

Payment options 24 37 23 12 4

Grievance/Complaint handling 19 25 34 14 8

Providing proper feedback 17 34 30 16 3

Discounts\special offers 20 21 30 23 6

Reliability 17 40 26 15 2

Expression/Attitude 14 40 27 18 1

Timeliness 18 40 28 13 1

Communication skills/Language 16 43 29 12 0

Cost Effectiveness 16 43 31 9 1

Interpretation:

The study comprises of 100 respondents in which majority of them feels that the
overall facilities provided by Uber are very good in terms of cost effectiveness,
timeliness, communication, reliability and expression and attitude of driver.

7. What would your top cab improvement priority be?

23
 TOP CAB IMPROVEMENT PRIORITY

4%1% Safety
11% Pricing
Punctuality/Response time
4% 35% Cleanliness
Car Quality
Convenience
Comfort
19%
Other

26%

Interpretation:

The study comprises of 100 respondents in which 35% of respondents feels that the
reason for being the top cab improvement priority is safety and 26% feels pricing
is the priority.

8. On the following scale, how satisfied are you with your

experience using Ola app? Rate them (1=Highly dissatisfied,
2=Dissatisfied,3=Neutral 4= Satisfied & 5=Highly satisfied)

24
 APP CONVEINENCE

11% 5%
14% 1
2
3
4
5
34%

36 %

Interpretation:

The study comprises of 100 respondents in which 34% respondents feels that the
app is convenient and they are satisfied with the app. And only 5% are not satisfied
with the app.

9. On the following scale, how satisfied are you with your

experience using Uber app? Rate them (1=Highly dissatisfied,
2=Dissatisfied,3=Neutral 4= Satisfied & 5=Highly satisfied)

25
 APP CONVEINENCE

6% 7%
8% 1
2
3
35% 4
5

44 %

Interpretation:

The study comprises of 100 respondents in which 35% respondents feels that the
app is convenient and they are satisfied with the app. And only 7% are not satisfied
with the app.

10. Which of the following app features attracts you the most
for Ola?

26
 FEATURES ATTRACT YOU THE MOST

Don't have to call

7% Payment via the app (no

cash changes hands)
24%
20%
Tracking the taxi driver

10% Taxi driver ratings on the

app

39% Taxi apps record

transactions with a named
driver (traceability and
safety)

Interpretation:

The study comprises of 100 respondents in which 39% respondents are attracted
towards the feature of tracking the driver and 7%are attracted towards the feature
don’t have to call.

11. Which of the following app features attracts you the most for
Uber?

27
 FEATURES ATTRACTS YOU THE MOST

Don't have to call

Payment via the app (no cash

9% changes hands)
18%
11%
Don't have to signal to a taxi
7% in the street

20% Tracking the taxi driver

Taxi driver ratings on the app

35%

Taxi apps record transactions

with a named driver
(traceability and safety
)

Interpretation:

The study comprises of 100 respondents in which 35% respondents are attracted
towards the feature of tracking the driver and 7% are attracted towards the feature
taxi driver ratings on the app.

12. What was the common reason for filing a complaint against
your cab service Ola?

28
Interpretation:

The study comprises of 100 respondents in which 19 respondents feels that reason
for filing the complaint is the availability of vehicle and 16 respondents feels that
the reason is punctuality of the driver.

13. What was the common reason for filing a complaint against
your cab service Uber?

29
Interpretation:

The study comprises of 100 respondents in which 22 respondents feels that reason
for filing the complaint is the availability of vehicle and 16 respondents feels that
the reason is payment issues.

14. How would you rate the overall experience of Ola?

30
 RATE THE OVERALL EXPERIENCE OF OLA

5% 11% Excellent

Very Good

Good

34%
50% Poor

Very Poor

Interpretation:

The study comprises of 100 respondents in which 50% of the respondents feels
that the services are good and 5% feels that it is poor.

15. How would you rate the overall experience of Uber?

31
 RATE THE OVERALL EXPERIENCE OF UBER

2% 11%

Excellent
Very Good
Good
Poor
Very Poor
52% 35%

Interpretation:

The study comprises of 100 respondents in which 52% of the respondents feels
that the services are good and 2% feels that it is poor.

32
 FINDINGS

• Majority of respondents have used both Ola and Uber.

• Majority of the population book Ola and Uber 1-2 times in a month.
• Majority of the respondent’s book Ola and Uber for leisure, late night travel and
business travel.
• Majority of respondents think that both provide better services but 29% of
respondents think that Ola is better and other 27% think that Uber is better.
• Majority of respondents feels that the overall facilities provided by Ola are good in
terms of the reviews, grievance handling, timeliness, communication, reliability
and expression and attitude of driver and 34% people are also satisfied with the
app of Ola which is convenient to use.
• Majority of them feels that the overall facilities provided by Uber are very good in
terms of cost effectiveness, timeliness, communication, reliability and expression
and attitude of driver35% people are also satisfied with the app of Uber which is
convenient to use.
• The reason for being the top cab improvement priority is safety and pricing.
• 39% respondents are attracted towards the feature of Ola of tracking the driver and
traceability of driver and safety. But 35% respondents are attracted towards the
feature of Uber of tracking the driver and traceability of driver and safety.
• Reason for filing the complaint of Ola is the availability of vehicle and punctuality
of the driver. And the reason for filing the complaint in case of Uber is the
availability of vehicle and is payment issues.
• 50% of the respondents feels that the services of Ola are good and 5% feels that it
is poor.
• 52% of the respondents feels that the services of Uber are good and 2% feels that
it is poor.

CHAPTER -4
33
SUGGESTIONS
&
CONCLUSIONS

34
 CONCLUSIONS:

The purpose of this research was to ascertain the “A COMPARATIVE STUDY ABOUT
CUSTOMER SATISFACTION TOWARDS UBER AND OLA CABS”. We found that
customers have become more aligned towards the online cab services provided by the service
providers like Ola and Uber. With the growing technology and popularity of online
applications customers want to spend less time of booking a cab or any other thing that is
why the companies like Uber and Ola are changing the traditional methods of cab or taxi
industry, and people are more influenced by the same. Acceptance to change is the best way
to cope up with the world and hence at the end of the survey it can be said that respondents
are satisfied with the overall facilities and experience provided by both Ola and Uber but still
Uber is better and they are providing better facilities in terms of cost effectiveness,
timeliness, communication, reliability and expression and attitude and the app of Uber is
more convenient. And people are attracted towards the feature of these cab service providers
of tracking the driver and traceability of driver and safety and they book Ola and Uber for
leisure, late night travel and business travel. Customers opinion help in creating an impact on
the minds of the service provider to make better changes and improvement in the services
whether the opinion is positive or negative service provider should try to satisfy the
customers by understanding the needs of the customer about a particular product or service.
Hence it can be rightly concluded that Uber is gaining better market share in the market
because of its service and Ola needs to work hard to gain more market acceptance.

Aggregator taxi services are having bright future in India and specifically in metropolitan
cities where parking and long distance are big challenges. This study tried to identify the
difference between consumers of two major organized taxi service players in India. This
study may help the taxi service industry to design their marketing strategies and design their
customer relationship plans. As well they can also improve where they are lacking such as in
case of customer’s perception about safety Uber services showed a gap. Similarly, as study
suggested female consumers prefer Uber over Ola, Ola cab service may work on strategies to
increase female consumers. More detailed study may give a more authentic conclusion and
can increase its impact on manager.

At the end of this chapter we can clearly see that there are various technologies applied by
different companies each is slightly following a specific technique but eventually they all are
trying to achieve the same result which is to improve the car rental industry but they are quite
different from the system we implemented whereby the cost is quite cheaper and the
technologies here are integrated together to produce more desirable results. Consumer have
different preferences with respect to different services. However, UBER has a comparative
advantage over OLA. This inclination for UBER is due to safety and staff behaviour. Also
the type of cab used for servicing the customer also creates an impact on satisfaction for the
service

35
 SUGGESTIONS:

 Cab service providers need to highlight themselves by providing better services which
will help them to gain popularity and create awareness among people.
 Companies should mention correct details about the fare and should fulfil the claims
made as customers are influenced by their experience and they have bad image of the
companies.
 Experiences play important role and word of mouth too and hence if claims are
fulfilled it will get further communicated to the friends and family.
 These days the cab service providers need to follow the trend and keep them upgraded
so that they can avail the opportunity of being the best by adding the features which
makes the experience of the customer more convenient and which help in attracting
more customers.
 Along with the trend the next important role is played by price/discounts and since the
market is competitive the service providers should also focus on attractive offers to
gain further popularity amongst the people.
 Companies should ascertain the need of the customers as every customer has different
needs and population should be targeted considering both the company’s services as
well as the customers need.

36
 BIBLIOGRAPHY

References:

 Allamdas Rohit H. (2017) ‘A Study of surge pricing by Uber & Ola legal in India’,

‘Airo International Research Journal, Vol XI. ISSN: 2320-3714.

 Chen, W. (2014). Technical Improvements on Mobile App Based Taxi Dispatching

System. International Conference on Computer Science and Service System (pp. 281-

284). Atlantis Press.

 Dr. Kavitha and R. Rajeswari (2017), Mobile wallets usage in taxi companies-

problems & Challenges. International Journal of Informative & Futuristic Research.

ISSN: 2347-1697. Vol 4. issues 3. pp: 5538-5544.

 Horsu, E. N., & Yeboah, S. T. (2015). Inflluence of service quality on customer

satisfaction: A study of minicab taxi services in Cape Coast, Ghana. International

Journal of Economics, Commerce and Management , 3 (5), 1451-1464.

 Kanjer Hanif and Nagda Sagar. (2017), An Empirical Research on the Penetration

Levels for a Call-a-Cab Service in Mumbai. Reflections Journal of Management

(RJOM). Volume 5. pp: 1-10.

 Kiran Sharma & Saptarshi Das (2017), Service quality and customer satisfaction with

special focus on the online cab Industry in India. International Journal of business &

Management. Vol. 12. No.7. pp: 192-200.

 Kumar, P. K., & Kumar, N. R. (2016). A Study on Factors Influencing the Consumers

in Selection of Cab Services. International Journal Of Social Science And Humanities

Research, 4(3), 557-561.

37
 Lu, C., Geng, W., & Wang, I. (2015). The Role of Self-Service Mobile Technologies

in the Creation of Customer Travel Experiences. Technology Innovation Management

Review , 24-32.

 Paronda, A. G. A., Regidor, J. R. F., & Gaabucayan-Napalang, M. S. (2016). An

Exploratory Study on Uber, GrabCar, and Conventional Taxis in Metro Manila.

 Peng, L., Wang, H., He, X., Guo, D., & Lin, Y. (2014). Exploring Factors Affecting

the User Adoption of Call-taxi App. 25th Australasian Conference on Information

Systems. Auckland, New Zealand.

 Rahman, T. (2014). Organized sector radio taxi operator in Guwahati - A case study

on "Prime cab". International Journal of Advance and Innovative Research , 1 (1), 19-

25.

 Ruchi Shukla, Ashish Chandra and Himanshu Jain (2017), OLA VS UBER: The

Battle of Dominance. IOSR Journal of Business and Management (IOSR-JBM). e-

ISSN: 2278-487X. p-ISSN: 2319-7668 PP 73-78.

 Ruchika Malik (2017), Managing partner Performance, Engagement & Retention.

International Journal of

 Sarita Prava Das, Dhaval Bhatt, Sailaja Path (2017), Transformation of Urban

Transportation Strategic Perspective: A case of Uber technologies Inc. International

Journal of Research in Business Management. Vol 15. Issue 3. PP: 73-82.

 Sharma, K., & Das, S. (2017). Service Quality and Customer Satisfaction-With

Special focus on the Online Cab Industry in India. International Journal of Business

and Management, 12(7), 192.

 Utsav Pandya, Rishi Rungta and Geetha Iyer (2017), Impact of use of Mobile Apps of

Ola Cabs and Taxi for Sure on Yellow and Black Cabs. Pacific Business Review

International. Vol. 9 Issue 9. pp: 91-105.

38
 ANNEXURE
(QUESTIONNAIRE)

Dear Sir / Ma’am,

I Lakshay Garg, student of Vivekananda Institute of Professional Studies,
Vivekananda School of Business Studies, New Delhi, is conducting this survey
on “A COMPARATIVE STUDY ON ABOUT CUSTOMER
SATISFACTION TOWARDS UBER AND OLA CABS”. This
questionnaire is the part of my project study. The information provided by
you will be used for my Academic purpose only and will be kept confidential.
This information and suggestions of yours will be of immense help for me in
better understanding of my project work.

1. Have you used both Ola and Uber cab services?

a) Yes
b) No

2. How frequently do you book Ola and Uber?

a) Daily
b) 2-3 times a day
c) 1-2 times in a month
d) Special occasions

3. For what purpose do you use your cab services?

a) Late night travel
b) Business Travel
c) Leisure
d) Intercity

4. According to you, who provides better services?

a) Both provide same service quality.
b) No, Uber is better.
c) No, Ola is better.

39
5. How do you rate the overall facilities/experience of Ola? Rate them
(1=Excellent,2=Very Good,3=Good 4= Satisfactory & 5=Poor)
Parameters 1 2 3 4 5
Cost Effectiveness

Communication
skills/Language
Timeliness

Expression/Attitude

Reliability

Discounts\special
offers
Providing proper
feedback
Grievance/Complain t
handling
Payment options

Reviews /Ratings

6. How do you rate the overall facilities/experience of Uber? Rate them

(1=Excellent,2=Very Good,3=Good 4= Satisfactory & 5=Poor)
Parameters 1 2 3 4 5
Cost Effectiveness

Communication
skills/Language
Timeliness

Expression/Attitude

Reliability

Discounts\special offers

Providing proper
feedback
Grievance/Complaint
handling
Payment options

Reviews /Ratings

7. What would your top cab improvement priority be?

a. Safety
b. Pricing
c. Punctuality/response time
40
 d. Cleanliness
e. Car Quality
f. Convenience
g. Comfort
h. Others

8. On the following scale, how satisfied are you with your experience using
Ola app? Rate them (1=Highly dissatisfied ,2=Dissatisfied,3=Neutral 4=
Satisfied & 5=Highly satisfied)
Parameter 1 2 3 4 5
App
convenience
9. On the following scale, how satisfied are you with your experience using
Uber app? Rate them (1=Highly dissatisfied ,2=Dissatisfied,3=Neutral 4=
Satisfied & 5=Highly satisfied)
Parameter 1 2 3 4 5
App
convenience
10.Which of the following app features attracts you the most for Ola?
a) Don't have to call
b) Payment via the app (no cash changes hands)
c) Tracking the taxi driver
d) Taxi driver ratings on the app
e) Taxi apps record transactions with a named driver (traceability and
safety)

11.Which of the following app features attracts you the most for Uber?
a. Don't have to call
b. Payment via the app (no cash changes hands)
c. Don't have to signal to a taxi in the street
d. Tracking the taxi driver
e. Taxi driver ratings on the app
f. Taxi apps record transactions with a named driver (traceability and
safety)

12.What was the common reason for filing a complaint against your cab
service Ola?
a) Availability of vehicle

41
 b) Drivers driving ability
c) Assistance provided by the driver
d) Appearance and attitude of driver
e) Knowledge of route or area
f) Payment issues
g) Punctuality
h) Comfort of vehicle
i) Cleanliness of vehicle
j) Others

13. What was the common reason for filing a complaint against your cab
service Uber?
a) Availability of vehicle
b) Drivers driving ability
c) Assistance provided by the driver
d) Appearance and attitude of driver
e) Knowledge of route or area
f) Payment issues
g) Punctuality
h) Comfort of vehicle
i) Cleanliness of vehicle
j) Others

14.How would you rate the overall experience of Ola?

Excellent Very Good Good Poor Very Poor

15.How would you rate the overall experience of Uber?

Excellent Very Good Good Poor Very Poor

42