PROJECT REPORT

ON

“ A STUDY OF FACTORS INFLUENCING

CONSUMERS IN SELECTION OF CAB

SERVICES ”

Submitted in partial fulfillment of the requirements for the award of the degree

of

BACHELOR OF COMMERCE

to

AFFILIATED TO OSMANIA UNIVERSITY

Under the Guidance of:- Submitted by:-

B.MANIKANTH GOUD
MR. PREM KUMAR PENTALA 208122405011
ANISH DEGREE COLLEGE
2022-2025
 DECLARATION
I hereby declare that the Research Report entitled “A STUDY OF FACTORS

INFLUENCING CONSUMERS IN SELECTION OF CAB SERVICES” submitted to

ANISH DEGREE COLLEGE in partial fulfillment of Degree of Bachelor of

COMMERCEis the original work conducted by me. The information and data

given in the report is authentic to the best of my knowledge.

B,MANIKANTH GOUD 208122405011

 STUDENT’S CERTIFICATE

This is to certify that the Research Work entitled “A STUDY OF FACTORS

INFLUENCING CONSUMERS IN SELECTION OF CAB SERVICES” is a bonafide

work of B.MANIKANTH GOUD ANISH DEGREE COLLEGE and has

been done under my supervision in partial fulfillment of the requirement for the

award of bcom computers.

This report neither full nor in part has been submitted before for awarding of
any Degree/Diploma either from this university or any other university. I am
pleased to say that the performance of the student during the period survey
work was extremely satisfactory.

Mr.NARENDER Mr. PREM KUMAR

PENTALA

(PROJECT GUIDE)
 PREFACE

It is a great opportunity for me to have the “Bachelor of Commerce” in Anish

degree College . In the accomplishment of this degree and submitting this

Research on “A STUDY OF FACTORS INFLUENCING CONSUMERS IN

SELECTION OF CAB SERVICES”.

Subject to the limitation of time effort and resources every possible attempt has

been made to study the problem deeply.

The whole project is measured through the questionnaire, the data for the

analysis and interpretation in the result was obtained.

 ACKNOWLEDGEMENT

an immense sense of gratitude I take this opportunity to express my deep sense of

indebtedness and gratitude to MR.NARENDER SIR(PRINCIPAL) for their

encouragement, support and guidance in carrying out the project.

I am very much thankful to, my Project Guide Mr. Prem kumar pentala for his interest,

constructive criticism, persistent encouragement and untiring guidance throughout the

development of the project. It has been my great privilege to work under his inspiring

guidance.

I am also thankful to my parents and my friends for their indelible co-operation for achieving

the goals of this study.

B.MANIKANTH GOUD 208122405011

INDEX

CHAPTER-1

1.INTRODUCTION

CHAPTER-2

2. COMPANY PROFILE

CHAPTER -3

3.DATA ANALAYSIS AND INTERPRETATION

CHAPTER-4

4. CONCLUSION
CHAPTER-1

INTRODUCTION

1
 INTRODUCTION

Transportation infrastructure in cities has changed dramatically over the last decade. Cabs,
among other modes of transportation, have become an important mode of transportation in
India's metropolitian and urban cities. With the help of technology, the organised car rental
industry is expanding all the time. Customers in the modern era use mobile apps to book cabs
at any time and from any location in urban areas. Cab operators' pricing strategy has
positively influenced customers to book a cab rather than traditional modes of transportation
such as autos and local buses.

The car rental industry, like most others, has seen a lot of transportation with internet
technology. Because of the fierce competition among organised cab operators, consumers can
book cabs at competitive prices. In this regard, the current paper provides an overview of
consumer behaviour when booking taxis. We have seen as tremendous increase for demand
of taxi services which brought OLA and UBER in the market. The reasonsfor taxi ride may
be either for destination to reach for or for work place.

We can see an increased healthy competition between OLA & UBER in order to capture the
maximum market share this is because of technology which is upgrading and is changing
constantly. The taxi companies are facing competition as there are no. of options available for
the customers to choose their ride with required high quality, good reputation as well as
excellent services.

One of the key features that sets these services apart is their utilization of GPS technology to
match passengers with nearby drivers, ensuring quick response times and minimizing waiting
periods. Additionally, both Ola and Uber offer various vehicle options to suit different
preferences and budgets, ranging from economical hatchbacks to luxury sedans and SUVs.

Payment methods are also streamlined, with transactions typically handled electronically
through the app, eliminating the need for cash exchange and providing a hassle-free
experience for both passengers and drivers. Furthermore, users can track their ride in

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realtime, view the driver's details, and share trip details with friends or family for added
safety.

Ola and Uber have not only transformed the way people commute but have also created
opportunities for individuals to become independent entrepreneurs by driving for these
platforms. This gig economy model has empowered countless drivers to earn a livelihood on
their own terms, contributing to the overall economy while providing a valuable service to
communities.

However, these services have not been without controversy, facing regulatory challenges and
criticism regarding issues such as driver wages, passenger safety, and competition with
traditional taxi services. Nonetheless, their widespread popularity and continued innovation
in areas such as electric vehicles, ride-sharing, and autonomous technology demonstrate their
significant impact on the transportation landscape.

In recent years, the transportation landscape has undergone a significant transformation with
the emergence of the ride-hailing industry. Enabled by technological advancements and
changing consumer preferences, services such as Uber, Lyft, and similar platforms have
revolutionized the way people commute in urban and suburban areas worldwide. The
convenience, affordability, and accessibility offered by these platforms have reshaped
traditional notions of transportation, challenging the dominance of conventional taxis and
public transit systems.

With this paradigm shift comes a heightened focus on understanding the factors driving
consumers' choices in selecting cab services. In an increasingly competitive marketplace,
characterized by numerous service providers vying for consumer attention, it becomes crucial
for companies to identify and respond to the preferences and priorities of their target
audience effectively. This study endeavors to delve deeper into the intricate web of
considerations that influence consumers' decision-making processes when opting for cab
services.

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The selection of transportation services is not merely a matter of convenience or cost; rather,
it encompasses a myriad of factors that intersect to shape consumer behavior. From pricing
and service quality to brand reputation and technological features, consumers weigh various
considerations before making their choices. Moreover, factors such as safety concerns,
environmental consciousness, and regulatory compliance further complicate the decision-
making landscape.

By comprehensively examining the multifaceted nature of these influences, this study seeks
to provide valuable insights for cab service providers to refine their strategies, enhance
customer satisfaction, and maintain competitiveness in an ever-evolving market. Through a
combination of literature review, empirical analysis, and consumer surveys, we aim to shed
light on the nuanced dynamics at play in the selection of cab services, offering actionable
recommendations for industry stakeholders and policymakers alike.

The need for online Cab Management System is clear. We need this software because the previous
Existing System requires a lot of manual work in documentation which is a highly tedious task. It's
not as good as the online process due to which we needed to develop the proposed software which
will solve the problems in the existing system greatly with good results & making full use of
information technology to improve the level of our efficiency.

With this Proposed Software, it becomes easy to manage the cab facilities to the employees. So, the
main objective of the project is to provide cab facility to the employees of the organization.
Employees in the organization are provided cabs. Drivers, Vendors, Vehicles are registered with the
company. Routes, Vehicles are allocated to Drivers. Cabs are also provided to Employees who want to
travel to another location temporarily. Amount of the Trip is also calculated. Accordingly, billing is
also done for the Vehicle and Vendor. Reports are also shown related to Trips, Routes, and Vendors.

• Existing System The need for a new system was required since in the present system,
Organization require persons for doing maintenance, allocation and proper functioning of the
transportation .The person appointed needs to look after the assigning and movement of cabs.
The authorized person maintains the transportation details in papers, which is a tedious task if
any updating or changes need to be done. There are a few drawbacks in the existing
system .All the work is done manually. Customer has to go to transport department for
enquiries. Difficult to maintain the details related to Employee, Vendor, Driver etc. Details
are stored in papers. Maintenance is a huge problem.

4
• Proposed system The Proposed System of Cab Hire provides Cab facility to employees. Data
is centralized which overcomes the drawback of the sharing problem in the previous system.
As data is maintained electronically, it's easy for a person to update the details, which
overcomes the tedious updating task in the previous system. Maintenance is easy and
performance is good. Mainly the system has automated the Transportation Process. The
managers solve the problems faced by employees during cab booking by providing all the
details in hassle free manner. Records can easily be exported to Excel.

5
HISTORY

6
 HISTORY

In the early days, players like Mega cabs and Fast Track taxi started operations with their own
small fleets, with drivers as employees. Passengers could book rides through telephone calls
and payment was done in cash. In 2006, other players like Meru Cabs, Easy Cabs and Savaari
appeared on the horizon. They took on drivers as “subscribers” who placed a deposit with the
company. The company would buy a car, train the drivers in soft skills and charge a fixed
amount from them per day. In turn, the driver had to bear the cost of fuel, while maintenance
of the car of fuel, while maintenance of the car was taken care of by the company.

Some companies completely owned the car throughout its lifetime, while others, like Easy
Cab, had a system wherein after five years of non-stop driving, the car became the property of
the driver. 2010 marked a historic year for the taxi business when Ola entered the scene with
its fleet aggregation model. This lean business model attracted many drivers who owned cars
to join the platform to offer services. Taxi For Sure joined the bandwagon in 2011 and Uber
arrived on Indian shores a couple of years later.

The phenomenal growth of these companies is intricately tied to the mobile revolution in
India. Riders could simply pull out their smartphones, enter the app and book a taxi. The true
ride-hailing revolution was born.

The history of cab services dates back centuries, evolving from horse-drawn carriages
to modern ridesharing platforms. Here's a brief overview:

• Horse-Drawn Carriages: The concept of hiring a carriage and driver for transportation
dates back to ancient times. In the 17th century, horse-drawn carriages became
popular in cities like London and Paris, providing transportation for the wealthy elite.

• Hackney Carriages: The term "hackney carriage" originated in the 17th century,
referring to carriages for hire in London. These carriages were regulated and licensed
by the government to ensure quality and safety standards.

• Introduction of Motorized Taxis: The late 19th and early 20th centuries saw the
introduction of motorized taxis, replacing horse-drawn carriages in many cities. These

7
 early taxis were typically gasoline-powered vehicles, offering a faster and more
efficient mode of transportation.

• Rise of Radio Dispatch: In the mid-20th century, radio dispatch systems were
introduced, allowing taxi companies to efficiently manage their fleets and respond to
customer requests. This technology greatly improved the accessibility and reliability
of taxi services.

• Expansion of Taxi Companies: Throughout the 20th century, taxi services expanded
rapidly in major cities around the world, becoming a ubiquitous mode of
transportation for urban dwellers and visitors alike.

• Regulation and Licensing: Taxi services have often been subject to regulation and
licensing by local governments to ensure safety, fair pricing, and quality standards.
Regulations typically cover areas such as driver qualifications, vehicle inspections,
and fare structures.

• Emergence of Ridesharing: In the early 21st century, ridesharing platforms such as

Uber and Lyft revolutionized the taxi industry by leveraging mobile technology to
connect passengers with drivers. These platforms offered greater convenience,
flexibility, and often lower prices compared to traditional taxi services.

• Global Expansion of Ridesharing: Ridesharing services quickly expanded globally,

reaching cities and towns around the world. Companies like Uber and Ola in India,
Grab in Southeast Asia, and Didi Chuxing in China became major players in the
transportation industry.

• Technological Advancements: Ridesharing companies continue to innovate with

technologies such as GPS tracking, mobile payments, and driverless vehicles. These
advancements have further improved the efficiency and user experience of cab
services.

8
• Challenges and Controversies: Ridesharing companies have faced various challenges
and controversies, including regulatory battles, concerns over driver wages and
working conditions, and issues related to passenger safety and privacy. These issues
continue to shape the evolution of cab services in the modern era.

 Overall, the history of cab services reflects a continuous evolution driven by

technological advancements, changing consumer preferences, and regulatory
frameworks. From humble horse-drawn carriages to modern ridesharing platforms,
the taxi industry has undergone significant transformations, yet its core . As far as
history is concerned, a taxicab, also known as a taxi or a cab, is a type of vehicle for hire with
a driver, used by a single passenger or small group of passengers, often for a non-shared ride.

 A taxicab conveys passengers between locations of their choice. This differs from other
modes of public transport where the pick-up and dropoff locations are determined by the
service provider, not by the passenger, although demand responsive transport and share taxis
provide a hybrid bus/taxi mode. There are four distinct forms of taxicab, which can be
identified on of providing convenient and reliable transportation remains unchanged.

The history of studying factors influencing consumers in the selection of cab services
can be traced back to the evolution of transportation systems and the emergence of
the taxi industry itself. While taxis have been a mode of public transportation for
centuries, the modern study of consumer behavior in this context gained momentum
with the advent of technology-driven ride-hailing services in the 21st century.

 Early Taxi Industry: The taxi industry has a long history, with horse-drawn carriages
serving as early forms of public transportation in cities around the world. Over time,
these evolved into motorized taxis, which became a ubiquitous feature of urban
landscapes. However, the traditional taxi model faced challenges related to reliability,
pricing transparency, and customer satisfaction.

9
 Rise of Ride-Hailing Services: The introduction of ride-hailing platforms such as Uber
and Lyft in the early 2010s revolutionized the transportation industry. These platforms
leveraged mobile technology to connect passengers with drivers, offering
convenience, transparency, and often lower fares compared to traditional taxis. This
disruption sparked widespread interest in understanding the factors driving consumer
preferences in the selection of transportation services.

 Technological Innovation: The success of ride-hailing services can be attributed in

part to technological innovations such as GPS tracking, real-time ride tracking, and
cashless transactions. These features not only enhanced the user experience but also
provided valuable data insights for service providers to optimize their operations and
tailor their offerings to meet consumer demand.

 Regulatory Challenges: The rapid growth of ride-hailing services also brought about
regulatory challenges related to licensing, safety standards, and labor practices.
Debates surrounding the classification of drivers as independent contractors versus
employees, as well as concerns about congestion and environmental impact,
underscored the complex interplay between technology, regulation, and consumer
behavior.

 Academic and Market Research: As ride-hailing platforms gained prominence,

academic researchers and market analysts began to explore the factors influencing
consumers' choices in selecting cab services. Studies have examined various aspects
such as pricing strategies, service quality, brand perception, user demographics, and
the role of social influence in shaping consumer behavior.

 Global Expansion and Diversification: The ride-hailing industry witnessed rapid

global expansion, with platforms operating in numerous countries and cities
worldwide. This global reach introduced additional complexities related to cultural
differences, regulatory environments, and competitive dynamics, further fueling
scholarly inquiry into consumer decision-making processes in the selection of cab
services.

2
Overall, the history of studying factors influencing consumers in the selection of cab services
reflects the dynamic interplay between technological innovation, market forces, regulatory
frameworks, and evolving consumer preferences. As the transportation landscape continues to
evolve, ongoing research in this area remains essential for understanding and adapting to the
changing needs and expectations of consumers.

The age of Ola and Uber

From the technological standpoint, leaders of the ride-hailing cab industry have achieved the
“golden mean” by utilizing the growing impact of smartphone mobility and the gap created
by the problems of the unorganized taxi sector in the country. The user base increased
exponentially, as the idea of hailing a taxi through a mobile app was enticing and refereshing
to the everyday computer. Honest pricing, GPS location and safety features were other
attractors to these services.

2
CHAPTER-2

COMPANY
PROFILE

2
 COMPANY PROFILE

Ola and Uber, two of the world's largest ride-hailing companies, emerged during the early
2010s, marking the beginning of what is often referred to as the "age of Ola and Uber." Here's
a brief overview of their respective timelines:

Uber: Founded in March 2009 by Garrett Camp and Travis Kalanick in San Francisco,
California, Uber started as UberCab, a luxury car service. The company officially launched its
ride-hailing app in 2010, initially serving San Francisco before expanding to other cities
across the United States and internationally. Uber's innovative approach to transportation,
which utilized mobile technology to connect passengers with drivers, quickly gained
popularity, leading to rapid growth and widespread adoption.

Ola: Ola, founded by Bhavish Aggarwal and Ankit Bhati, was launched in December 2010 in
Bengaluru, India, under the name "OlaCabs." Similar to Uber, Ola began as a cab aggregator
service, connecting passengers with drivers through a mobile app. Ola initially focused on
serving Indian cities but later expanded its operations to international markets, including
Australia, New Zealand, and the United Kingdom.

Ola differentiated itself by catering to the specific needs and preferences of the Indian
market, offering various types of vehicles and services tailored to different consumer
segments.

2
Both Uber and Ola experienced exponential growth during the early to mid-2010s, fueled by
increasing smartphone penetration, changing consumer preferences, and investor interest in
the burgeoning ride-hailing industry. They disrupted traditional taxi services by offering
greater convenience, transparency, and often lower prices. Additionally, their use of
technology, including features like GPS tracking, real-time ride updates, and cashless
payments, set new standards for the transportation sector.

The "age of Ola and Uber" is characterized by the widespread adoption of ride-hailing
services as a convenient and reliable mode of transportation in urban and suburban areas
worldwide. These companies not only transformed the way people commute but also
catalyzed discussions around issues such as regulation, labor rights, and urban mobility.
Despite facing regulatory challenges and controversies related to safety and labor practices,
Ola and Uber continue to dominate the global ride-hailing market, shaping the future of
transportation in the process.

This era witnessed rapid growth and expansion of Ola and Uber, fueled by increasing
smartphone penetration, changing consumer preferences, and investor interest in the
burgeoning ride-hailing market. Their use of mobile apps, GPS tracking, real-time ride
updates, and cashless payments set new standards for transportation services globally. Despite
facing regulatory challenges and controversies, Ola and Uber continue to dominate the ride-
hailing industry, shaping the future of urban mobility.

2
 OBJECTIVE OF
THE STUDY
OBJECTIVES OF THE STUDY

 Research the various factors that influence customers' decisions to use taxi Services .

 Determine customer satisfaction with call-taxi services.

 Determine whether the factors influenced the customers

 To study the influence of price consciousness on consumers while selecting a cab

service.

 To ascertain the role of innovativeness of the consumers in the selection of cab

services.  To study the impact coupon redemption behavior of consumers in the

selection of cab services

The present study covers factors like innovativeness, price consciousness, and coupon
redemption behavior. There may be other factors influencing the consumers in selection of
cab services which are not covered in the study. This study had not covered the influence of
demographic characteristics on other psychographic variables.

2
Thus, we can analyse and start working on cab management for the other cities .This will
help in management of transport for other employees working in other cities of same
organization.

1. Providing Good User Interface.

2. Providing access permissions to the employees
3. Try to Implement the GPS system in the Cabs.

SIGNIFICANCE
OF THE STUDY
SIGNIFICANCE OF THE STUDY

As previously stated, there is a significant increase in the use of taxi services in all
cities, particularly in metropolitan areas. This study will assist us in determining

2
 customer satisfaction in terms of comfort, price, and safety, among other things.
Surveys were used to determine customer satisfaction with Ola and Uber, as well as
which one is more effective in terms of price, safety, and so on. This research could
aid the taxi industry in developing marketing strategies and customer relationship
plans.

Here are several key points highlighting the significance of such a study:

 Improving Service Quality

Understanding the factors that drive consumer choices allows ridesharing platforms to focus
on areas that directly impact service quality. By prioritizing aspects such as driver
professionalism, vehicle cleanliness, and timely service, companies can enhance the overall
customer experience and differentiate themselves in a competitive market.

 Optimizing Pricing Strategies

Pricing is a critical factor for consumers when choosing cab services. Research in this area
can help ridesharing platforms develop more effective pricing strategies that balance
affordability with profitability. Insights into consumer price sensitivity and preferences can
inform dynamic pricing mechanisms and promotional offers that maximize revenue while
maintaining customer satisfaction.

 Enhancing Convenience and Accessibility:

Convenience is a key consideration for consumers when selecting cab services. By studying
factors such as wait time, pickup location accuracy, and the availability of different vehicle
options, companies can optimize their operations to better meet consumer needs.
Improvements in app usability, booking processes, and service availability can enhance
convenience and accessibility for customers.

 Building Trust and Safety:

Trust and safety concerns are paramount for consumers when choosing cab services. Research
in this area can help ridesharing platforms implement robust safety measures, such as driver
background checks, vehicle inspections, and real-time tracking, to build trust and confidence
among customers. Transparent communication of safety policies and incident reporting
procedures can further strengthen trust and loyalty.

2
 Informing Regulatory Policies:
:Insights into consumer preferences and behavior can inform regulatory policies aimed at
ensuring fairness, transparency, and safety in the ridesharing industry. By understanding the
factors that influence consumer choices, policymakers can develop regulations that promote
competition, protect consumer rights, and foster innovation while addressing concerns related
to pricing, safety, and accessibility.

 Contributing to Academic Knowledge:

A study on factors influencing consumers in the selection of cab services contributes to the
academic understanding of consumer behavior in the transportation industry. By synthesizing
existing research and generating new insights, such studies advance knowledge in fields such
as marketing, economics, psychology, and transportation planning.

2
 RESEARCH
METHODOLOGY

2
 RESEARCH METHODOLOGY

MEANING OF RESEARCH

In common parlance, research refers to the pursuit of knowledge. Research can also
be defined as a scientific and systematic search for relevant information on a specific
topic. "The manipulation of things, concepts, or symbols for the purpose of
generalising to extend correct or verify knowledge, whether that knowledge aids in
theory construction or art practice ." -M.Stephenson and D.Slesinger .

TYPES OF RESEARCH

• Descriptive Vs Analytical
Descriptive research includes various types of surveys and fact-finding inquiries.
The primary goal of descriptive research is to describe the current state of affairs.
Analytical research requires the researcher to use existing facts or information
and analyse it in order to make a critical evaluation of the material.

• Applied Vs fundamental
Applied research seeks to solve an immediate problem confronting a society or an
industrial/business organisation. An example of applied research is research
aimed at specific conclusions in response to a specific or business problem.
Fundamental research is primarily concerned with generalisation and theory
formulation. Fundamental research is defined as gathering knowledge for the sake
of gathering knowledge. Fundamental research can include investigations into
natural phenomena or pure mathematics.

• Quantitative Vs Qualitative
The qualitative measurement of some characteristics is the foundation of

3
 qualitative research. It is applicable to phenomena that can be expressed
numerically. Qualitative research is concerned with qualitative phenomena, which
are those that are related to or involve quality or kind. In the behavioural sciences,
where the goal is to discover the underlying motives of human behaviour,
qualitative research is especially important.

• Conceptual Vs Empirica
l Conceptual research is concerned with abstract ideas or theories. Philosophers
and thinkers typically use it to develop new concepts or reinterpret existing ones.
Empirical research is often based solely on experience or observation, with little
regard for system and theory. It is data-driven research that yields conclusions
that can be verified.

Hypothesis of the study

A hypothesis is either a proposed explanation for an observable phenomenon or a reasoned
prediction of a possible casual correlation between multiple phenomena. The term derives
from the Greek word hyposthenia, which means "to put under" or "to suppose." The scientific
method requires that a scientific hypothesis be tested.

Such hypotheses are typically based on previous observations or extensions of scientific

theories. Despite the fact that the terms "hypothesis" and "theory" are frequently used
interchangeably in common and informal usage, a scientific hypothesis is not the same as a
scientific theory .
Hypothesis is of two types :

: Null hypothesis: The hypothesis that could be falsified based on the observed data. The null
hypothesis typically proposes a broad or default position, such as there being no difference
between a treatment and a control.

3
:Alternate hypothesis: The hypothesis that the restrictions or set of restrictions to be tested
does not hold. It's just the opposite of the null hypothesis

• Population Consumer of Kanpur city are considered as population in the survey.

• Sampling Unit
Industrial consumers such as employees and businessman are taken as sampling unit. .

• Sample Size
It gives the target population that will be sampled. There were 50 respondents taken for the
research. This research was carried in Kanpur. .

• Sampling Procedure The sampling method is non-probability sampling.

Convenience sampling was used to select survey participants. .

• Data collection
Primary and secondary data are used to assess the study's objectives.

• Primary Data It is the first and data that are chosen at random and thus have a unique
personality. Primary data was essential for learning about cars and calculating this
brand's market share in comparison to another.

3
 • Secondary Data : These are those that were collected by someone else and have
already been statistically processed. Secondary data was gathered from websites of 41
interest, newspapers, magazines, and businesses.

• Statistical tools to be used After the data was collected, it was tabulated, and the
project findings were presented, followed by analysis and interpretation to reach
specific conclusions.
There are two prominent methods for data analysis.
1. Qualitative investigation
2. Quantitative analysis

Each method employs its own technique. The focus of qualitative research is on describing
characteristics. It does not make use of numbers. Because numbers are its primary focus,
quantitative research is the polar opposite of qualitative research. Quantitative research is all
about the numbers. I conducted quantitative research for my project report. Bar diagrams and
pie charts are used to analyse data.

3
 CHAPTER-3
DATA
ANALYISIS AND
INTERPRETATION

3
 DATA ANALYSIS

The process of assigning meaning to collected information and determining the conclusions,
significance, and implications of the findings is known as data analysis. It is an important and
exciting step in the research process. In all research studies, data collection is followed by
data analysis.

3
What is your gender?

INTERPRETATION:

According to the survey, there were 58% female respondents and 42% were male.

3
 What is your age?

INTERPRETATION:

According to the survey, 80% of respondents are between the ages of 18 and 24,
indicating the country's youth. Some of them are between the ages of 24 and 30,
accounting for 12% and 5% of the respondents, respectively.

Which online cab aggregator do you prefer?

3
INTERPRETATION:

According to the survey, 80% of respondents prefer OLA Cabsservices, 26.7%

prefer UBER taxi services, and the remainder use other taxi services

3
 How frequently do you take cabs?

INTERPRETATION:

 According to this survey, 40% respondents select CABS to travel for every month and 4%
respondents do not select cab as their daily means of transportation.

3
 Do you travel using on-demand cab services (such as Ola or Uber)?

INTERPRETATION:

 According to this survey, 73% respondents do not use demand cab services (such as Ola,
Uber) as their travel and 27% use demand cab services as their travel.

3

Safety and security feature would help?

INTERPRETATION:

According to the survey, 52% of them said GPS Tracking Device Connected on
tVehicle to help track the a User/Operator/Driver features would be useful to them,
33% said GPS Tracking Devices Connected on the Vehicle to help track the actual
location, and 10% said

4

Which factors is most important to you when selecting a cab
services?

INTERPRETATION:

According to the survey, 50% of them look up for price(affordability) and

transparency, ease of use(convenience), safety and security and25%

4

 Do you want any changes in cab services?

INTERPRETATION:

According to the survey, 38% of them have responded that change in prices, 28%
for location problem, 12% for service quality and 22% for other factors.

4
CHAPTER-4

FINDINGSAND
CONCLUSIONS

4
 FINDINGS

 Female respondents outnumber male respondents by a margin of 58% to

42%.

 The majority of respondents (80%) are between the ages of 18 and 24. 

80% of respondents prefer OLA Cab services, while 26.7% prefer

UBER services.

 40% of respondents choose CABS for monthly travel.

 52% of respondents said that a safety and security feature would be

beneficial to them.

 43.3% of respondents were pleased with the cab services.

 When choosing a cab service, 50% of respondents consider the price,

ease of use (convenience), and safety and security factors.

 38% of respondents want price changes, while 28% are concerned about

location issues.

4
RECOMMENDATIONS
AND
SUGGESTIONS

5
 RECOMMENDATIONS AND

SUGGESTIONS
When presenting suggestions and recommendations in a report on factors influencing

consumers in the selection of cab services, it's important to provide actionable insights that

can inform strategic decision-making for ridesharing platforms and policymakers. Here are

some suggestions and recommendations based on the findings of the study:

Enhance Pricing Transparency:

Ridesharing platforms should prioritize pricing transparency to build trust and confidence

among consumers. Implementing clear and understandable pricing structures, providing fare

estimates upfront, and minimizing the use of surge pricing during peak hours can improve

customer satisfaction and loyalty.

Invest in Service Quality:

5
Ridesharing platforms should focus on improving service quality by investing in driver

training programs, vehicle maintenance, and customer support services. Ensuring

professionalism, cleanliness, and timeliness can enhance the overall customer experience and

differentiate platforms in a competitive market.

Optimize Convenience and Accessibility:

Ridesharing platforms should prioritize convenience and accessibility by optimizing app

usability, reducing wait times, and expanding service coverage to underserved areas.

Integrating additional services such as food delivery or package delivery can further enhance

the overall convenience of cab services.

Enhance Trust and Safety Measures:

Ridesharing platforms should implement robust trust and safety measures to address

consumer concerns. Conducting thorough background checks on drivers, implementing

realtime tracking and emergency response features, and transparently communicating safety

policies can build trust and confidence among consumers.

Tailor Services to Diverse Consumer Preferences

Ridesharing platforms should recognize that consumer preferences vary across demographic

groups and geographic regions. Tailoring services to meet the needs of diverse consumer

segments, such as offering different vehicle options, language support, or accessibility

features, can enhance customer satisfaction and market penetration.

Engage in Public-Private Partnerships:

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Ridesharing platforms should collaborate with government agencies and local communities

to address regulatory challenges and promote sustainable transportation solutions. Engaging

in public-private partnerships can help ridesharing platforms navigate regulatory frameworks,

address transportation equity issues, and contribute to the development of smart cities.

Invest in Research and Development:

Ridesharing platforms should continue to invest in research and development to innovate and

adapt to evolving consumer preferences and market trends. Conducting regular consumer

surveys, analyzing market data, and experimenting with new technologies and service

offerings can help ridesharing platforms stay competitive and responsive to consumer needs.

Promote Sustainable Transportation Practices:

Ridesharing platforms should promote sustainable transportation practices by incentivizing

the use of electric and hybrid vehicles, promoting ride-sharing and pooling options, and

exploring alternative mobility solutions such as micro-mobility and public transit integration.

By implementing these suggestions and recommendations, ridesharing platforms can enhance

their services, improve customer satisfaction, and contribute to the overall advancement of

the cab services industry. Additionally, policymakers and regulatory authorities can use these

insights to develop policies that foster innovation, protect consumer rights, and promote

sustainable transportation practices.

5
This study discussed the factors that influenced customers' decisions to use taxi services. This

research will be useful for those who want to delve deeper into this topic. The questionnaire

must be perfectly designed and simple to understand for the respondents. Further research

should be conducted in the future with a more diverse sample that is geographically

distributed. This research could assist the taxi industry in developing customer relationship

plans. To support their research, future researchers must collect both quantitative and

qualitative data about each variable from various sources. As a result, there is room for

additional research that will provide a more comprehensive picture of the factors influencing

consumers' choice of cab services

5
CONCLUSION

5
 CONCLUSION
The study reveals customersatisfaction with cab services, the factorsthey consider when

choosing a service provider, comfort, convenience, and safety. This will assist service

providers as an important input in understanding customer satisfaction with theirservices and

the extent to which they are with us by utilising ourservices.

Modern consumers are innovative while also price conscious. Customers who are price

conscious can analyse and compare prices among different service providers. Cab services are

becoming increasingly popular in India's metropolises and other urban areas. This will also

assist service providers in meeting customer expectations and developing their market brand

image This study investigates the multifaceted factors influencing consumers' choices in

selecting cab services.

The rapid growth of the ride-hailing industry has intensified competition, making it

imperative for service providers to understand and cater to consumer preferences effectively.

Through a comprehensive literature review and empirical analysis, this research identifies key

determinants such as pricing, convenience, service quality, brand reputation, safety, and

technological features.

Utilizing survey data collected from a diverse sample of consumers, both quantitative and

qualitative methodologies are employed to analyze the relative importance and interactions of

these factors in decision-making processes.

5
The findings offer valuable insights for cab service providers to develop targeted marketing

strategies and enhance customer satisfaction, thereby fostering sustainable growth in the

competitive transportation market.

There is stringent competition in the organized cab services industry therefore organization

need to motivate consumers through coupons. The innovative behavior of consumers helps to

download mobile apps and further motivates them to redeem coupons while booking cabs.

The results of this study are consistent with earlier research studies because it is found that

price conscious consumers are likely to redeem coupons. The modern consumers are

innovative and at the same time they are price sensitive therefore coupon redemption helps

for customer retention. The brand image also plays a vital role in customer retention apart

from offering coupons.

Pricing emerges as a significant determinant, with consumers exhibiting sensitivity to fare

structures and discounts offered by cab service providers. However, affordability alone is not

sufficient to drive consumer choice; convenience and accessibility play a crucial role,

encompassing factors such as ease of booking, availability of vehicles, and proximity of

pickup points. Service quality and reliability are paramount, with consumers prioritizing

factors such as driver professionalism, vehicle cleanliness, and on-time arrival.

Brand reputation and trustworthiness are essential considerations for consumers, who often

rely on brand recognition and online reviews to gauge service quality and reliability. Safety

and security are non-negotiable aspects, with consumers valuing measures such as driver

background checks, vehicle inspection, and real-time tracking systems.

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Technological features and innovations, including GPS navigation, in-app messaging, and

cashless payments, enhance user experience and satisfaction.

Furthermore, environmental considerations are increasingly influencing consumer

preferences, with a growing demand for eco-friendly vehicles and sustainable transportation

options. Demographic and cultural factors also shape consumer preferences, highlighting the

importance of tailoring offerings and marketing strategies to diverse audience segments.

In summary, cab service providers must recognize the diverse array of factors influencing

consumer decision-making and develop targeted strategies to meet these preferences

effectively. By prioritizing affordability, convenience, service quality, safety, technological

innovation, environmental sustainability, and demographic considerations, cab service

providers can enhance customer satisfaction, loyalty, and competitiveness in the dynamic

transportation market.

5
REFERENCES

5
 REFERENCES
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Calla-Cab Service in Mumbai. Reflections Journal of Management.

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in Indian cities: Public perceptions and operational realities. Transport Policy , 52, 143-

152.

3. 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.

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

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Use of Uber Cab Booking Apps in the Ernakulam District. Invention in Business and

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Management International Journal (IJBMI).

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uber were compared.

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6
ANNEXURE

6
 ANNEXURE
1. What is your gender ?

 Male  Female

2.What is your age ?

 Below 18

 18-24

 24-30

 30-36

 Above 36

3. Which online cab aggregator do you prefer?

 Ola cabs

 Uber

 Others

4.How frequently do you take cabs?

 Every day

 Every week

 Every 2-3 week

 Every month

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  Less than every 2-3 week

 Less than 2-3 week

5. Do you travel using on demand cab services?

 No

 Yes

6. Does safety and security feature would help?

 Gps tracking device

 Panic app

 Both of the above

 Others

7. which factors is most important to you when selecting a cab service ?

 Price

 Ease of use

 Safety and security

 All of the above

 Other

8.Do you want change in cab services ?

6
 Price

 Service quality

 Location problem

 Other