TOPIC NAME:

EMPLOYEE ENGAGEMENT IN OLA TRANSPORTATION

DECLARATION

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 ABSTRACT

The primary size of logo know-how is brand attention. It is related to the power of the logo node
or hint in reminiscence, as reflected by means of clients’ capacity to identify the emblem below
unique situations (Rossiter and Percy, 1987).Purchaser satisfaction is “an emotional reaction to
the reports supplied via, related to unique services or products bought. This research paper is an
try and discover the logo consciousness and customer pleasure closer to Ola Cabs in Bengaluru
location (South and North regions).Handy facts Sampling technique is used for information
collection. The look at makes use of both primary facts and secondary records. The primary
records turned into gathered via the use of a well structured questionnaire from 276 respondents
and are entered into the sub-tables by way of using the easy percent evaluation. The tools like
simple percent evaluation and Chi-square analysis had been used. The look at changed into
performed for a period of 5 months from March to July 2015. To finish, Ola cabs has placed its
logo and has created an awesome brand image inside the minds of customers involved with
private transportation services examine to Uber and Meru cabs in Bengaluru.

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ACKNOWLEDGEMENT

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CERTIFICATE

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 TABLE OF CONTENT

CHAPTER NO. PARTICULARS PAGE

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INTRODUCTION 1- 15
SCOPE OF THE STUDY
CHAPTER 1 LIMITATIONS
OBJECTIVE OF THE STUDY
NEED FOR THE STUDY
RESEARCH METHODOLOGY

CHAPTER 2 LITERATURE REVIEW 16-24

CHAPTER 3 DATA ANALYSIS AND INTERPRETATION 25-36

CHAPTER 4 ENGAGEMENT & INDIVIDUAL DIFFERENCES 37-41

FINDINGS 42-48
CHAPTER 5 CONCLUSION
SUGGESTION

RESULTS 49-54
CHAPTER 6 DISCUSSION
REOMMENDATION

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 QUESTIONNARIES 55-70
CHAPTER 7 APPENDIX

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 1. INTRODUCTON

The customer market is filled with opportunities and opportunities to expand. Every market
region has a pivot factor. Inside the case of e-tailers, it's miles the purchasers whose urge
for food for reductions leads them to flame task capitalists. The passenger vehicle phase is
one of the maximum well-liked and speedy developing market in India. The clients are in
search of the comfort, pride, and spark off carrier with safety. The increasing population
and limited infrastructure provides to the opportunity to develop, mainly attracting the
foreign investors and the son of soil to make investments in the competitive manner, which
in flip leads to extra attractive services at cheap rates to the customers. There's a mushroom
growth of taxi carrier companies like, Bharathi, Golden, Ola, Uber, Meru, Yellow, fast
tune, pals track, Royal friends, and so forth. In the case of on-demand taxi aggregators
which includes Uber , Ola Cabs and Meru Cabs, it's far the drivers. Taxi aggregators
generally don't own any cabs or employ drivers; they join customers with drivers via a tech
platform, the front- end for the consumer being an app. Consistent with the press release,
nearly 1.6 million automobiles in India are licensed to run as cabs but there are not as many
quality drivers. It is pretty a undertaking for aggregators to convince drivers - used to a
mother-and-pop model or radio taxis - to paintings with them.

Securing the supply aspect has grow to be a slugfest amongst India's pinnacle three on-
demand taxi companies - ANI technology, which runs Ola , Uber and Meru - as they pour
money to seize the market. Ola and Uber, in particular, subsidized by international
undertaking capitalists, are threatening to make every different taxi company in India
beside the point. In the meantime, big cash is making this war really worth fighting for.
According to the association of Radio Taxi India, the taxi commercial enterprise inside the
country is developing at 20 to 25 consistent with cent a yr. The prepared taxi quarter
accounts for just 4 to five according to cent of the enterprise and totals $800 million. It is
anticipated to develop to $7 billion by means of 2020.

Ola had a head begin within the aggregation marketplace, founded in Mumbai all through
December 2010 and energetic in one hundred ten towns in India. TaxiForSure became
founded some months later, in June 2011. Uber based in Sanfrancisco, throughout june

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2009, and entered India most effective in October 2013, energetic in 29 towns in India.
Meru, of path, started out plenty earlier than, in Mumbai for the duration of 2007, but it
generally had owned vehicles - it offered automobiles and hired drivers, energetic in 23
towns in India. It began a shift to the aggregation model in 2011. Ola managed to raise cash
faster; its collection A funding got here from Tiger international in 2012 and series B from
Matrix companions and Tiger worldwide in November 2013. Fast music based in Chennai
in the course of 2001 and lively in forty two cities in India.

OlaCabs, normally known as Ola, is a popular cellular app for private transportation in
India. Ola started as an internet cab aggregator in Mumbai, now based totally out of
Bengaluru and is the various fastest growing groups in India. Taxi reserving facility may be
availed thru phone name,Ola app, Ola internet site. It turned into started on 3rdDecember
2010 with the aid of Bhavish Aggarwal (presently CEO) and Ankit Bhati. Through 2014,
the employer has accelerated to a network of greater than 2 hundred,000 motors throughout
a hundred towns. In November 2014, Ola improved to incorporate automobiles on-trial
basis in Bengaluru. Publish the trial segment, Ola auto multiplied to different towns like
Delhi, Pune and Chennai beginning December 2014.Ola offers distinct sorts of cab carrier
starting from monetary to luxurious tour. The cabs may be reserved through an internet
browser or a cellular app. This cab carrier supports both coins and cashless fee options with
Ola cash. It claims to clock a mean of greater than a hundred and fifty,000 bookings in
keeping with day and instructions 60 percentage of the market share in India.It raised
$330k in its initial round of funding on April 21, 2011. The corporation obtained series “A”
funding of $5 million from Tiger international control; series B funding of USD 20 million
from Matrix companions and Tiger international; series C funding of $forty one.Five
million from Steadview Capital, Sequoia Capital and its current investors. In series D
round of investment on Oct 25, 2014, it raised $210 million from SoftBank net and Media
Inc. And its present traders. On April 9, 2015 - OLACabs raised $four hundred million in
series D investment from SoftBank, ABG Capital, Accel companions, Mauritius
Investments, Tiger global management & different investors. The most modern investment
rounds had been led through DST international which has pumped about $40mn in Olacabs
at a valuation of $three.5bn.OlaCabs bought Taxi For positive or TFS on 1 March 2015,for

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approximately $2 hundred million.From the 25th of June 2015, Ola users have received get
right of entry to to TFS cabs thru the Ola cell software.

Handling and growing a a hit startup is ripe with challenges from all sides – from
maintaining employees and investors glad, to elevating cash and continuously improving
your bottom line.Now not each begin-up is bound for achievement. In reality, getting cash
from an investor is no easy feat, however whilst you recognize what states are the
maximum investor pleasant, what investors are looking for and a way to build a effective
team around your agency -- you then are much more likely to find begin-up
fulfillment.OlaCabs, more popularly called Ola, is similar to any other marketplaces on-
line, however greater especially into supplying Taxi offerings. Ola, which commenced as
an internet cab aggregator in Mumbai, now resides within the Silicon Valley of India
a.K.A. Bangalore, and is also recognised to be one of the fastest developing groups in India,
out-beating its competitors Uber & Meru. Coming lower back to the person at the back of
Ola; easy yet charming Bhavish, with the achievement of his prodigy has without a doubt
end up the talk of the city. However even after becoming a millionaire, he nonetheless
prefers to no longer buy a vehicle and take a cab (to set an example, we presume),
definitely doesn’t is going down well along with his spouse. He believes that, such is a
small charge that every entrepreneur has to pay.

Idea of prepared rental cab become introduced to Indian consumer in 2004 while Meru cab
carrier became launched in fundamental metro cities of India after which almost after six
years App primarily based condo cab provider become added in Indian marketplace.
Among numerous transportation mode cab provider gained popularity due to its gain of
door to door service and now due to technological development customers were able to
ebook cabs at aggressive fee in only one click using their clever telephones. These App
based cab services have been having outstanding potential for growth in densely populated
international locations like India where parking is most important problem due to space
crunch as well as public transports are over cowered at some point of top hours. Slowly this
convenient mode of tour started gaining recognition and competition became dense after
Uber’s launch in 2013.

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As customers have end up more traumatic it’s a tough job for condominium cab enterprise
to meet the consumer’s expectancies. Now a days now not just the fee however first-class
service also plays an essential function in client pride. Now using a smart smartphone
purchaser can get right of entry to, examine, examine and buy. In this conditions App based
totally services including Ola or Uber Cabs provided solution via providing various
offerings starting from the economic to final luxury. As in line with a current document
inside the financial explicit advent of App primarily based pre-paid taxi services like Uber
and Ola taxi not most effective grabbed customers’ interest but additionally contributed in
growing employability through presenting possibility to drivers.

Ola cabs carrier turned into began in 2010 in Mumbai by way of ANI technologies Pvt. Ltd.
Based on online cab aggregator idea. Ola gives variety of cheap transportation provider
staring from advanced luxury automobiles to Ola automobile. Currently it is available on
102 towns and approximately 450,000 vehicles are to be had with them1. While Uber
technologies Inc. Is an American global on line transportation network organization
founded as Uber Cab with the aid of Garrett Camp in 2009. In August 2013 Uber increased
to Indian market by using launching its offerings in Bangalore 2.

Each Uber and OLA entered the taxi services marketplace in India having many
similarities, inclusive of idea of taxi aggregators, air conditioned taxi offerings, reasonably-
priced price and app-based totally taxi services, luring passengers of fundamental
metropolitan towns.

OLA Services in India

The middle magnificence population in India rose from 15 million in 1991 to160 million in
2011. This section with its increasing disposable incomestarted annoying and has been
inclined to pay for better servicesacross sectors together with personal and public
transportation. Rapideconomic boom coupled with large infrastructure
development,rigorous attempt from Ministry of Tourism to task India as traveldestination
and emergence of enterprise process Outsourcing (BPO)enterprise has given a big push to
the auto condo industry in India. Till2003, the point-to-point taxi market in India’s big
metropolitan citieswas absolutely unorganized. It became served both by

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unorganized,inconsistent and extremely highly-priced personal operators or by way of
stategovernment controlled prepaid taxis supplying a standardized however lowquality
carrier. However in 2003 the Radio cabs commercial enterprise emerged as oneof the
quickest growing agencies in the Indian transportation sectorwith Delhi-based totally Mega
Corp placing the wheels rolling under the MegaCabs brand in towns which include
Bangalore, Mumbai, Calcutta, Chandigarh,Ludhiana and Amritsar. Nowadays, 15,000 plus
professionalized air-conditionedtaxis are available to customers in 6 huge cities in a
largelyreliable, handy and low-priced manner (Rahman & Anand, 2014).

Indian Taxi Market:

The taxi market state of affairs in India is hugely fragmented. The taxi marketplace in India
is split into two primary segments which are the prepared and unorganized markets. The
unorganized marketplace has a marketplace cost of $eight.5 billion and the prepared
marketplace holds a market cost of almost $500 million. The prepared area is the these days
emerged segment inside the market scenario. It is further categorized into owners,
affiliators and aggregators. The owned automobile phase is inclusive of the natural
automobile rentall organizations like meru. The affliators are achieved with more than one
car rental agencies and they're acknowledged to provide different tour programs or offers.
Whereas the aggregator are the most recent phenomenon which are pushed through begin
usalike ola cabs.

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Because of the increase in competition and a steep rise in public call for because of the
quality and luxury of provider provided via those taxi offerings there was an boom inside
the investment activity for the identical. Inside the period in-between, huge cash is making
this fight worth scuffling with for. As indicated through the affiliation of Radio Taxi India,
the taxi commercial enterprise in the state is growing at 20 to twenty-five for every penny a
12 months. The taken care of out taxi location represents best four to 5 for every penny of
the enterprise and sums $800 million. It is relied upon to develop to $7 billion by means of
2020.The valuable authorities, vide its price range 2015-16 has now certainly defined the
term aggregator: “Aggregator means a person, who owns and manages an internet-based
totally software program utility, and with the aid of the utility and a conversation tool,
enables a capability client to hook up with people providing service of a selected kind
below the emblem name or trade call of the aggregator;” Indian taxi market is assessed to
be around $8 billion (Rs 48,000 crore) at this second, out of which simply 5% is being
overseen below looked after out area; which means that the market is absolutely open right
at this point. It is being anticipated that inside the following 5 years, sorted out players, as
an instance, Uber, Meru and Ola will catch 15% of this market, which is growing at an

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outstanding rate of forty five% each year. The Indian cab market has visible a variety of
traction, with over INR 600 crores being raised via the leading players within the quarter.
While this has been a very aggressive marketplace, the prepared area forms a small percent
of the general marketplace. It is anticipated that the radio taxi marketplace in India is $6-
nine billion greenbacks growing at 17-20%. It is also expected that the quantity of taxis in
the organized region will attain 30,000 via 2017. The sector has in the past few years seen
awesome increase with nearly 10 pretty large companies running in numerous models. But
even on this muddle, 3 agencies stand out in their product strong point, customer support
responsiveness, motive force behaviour and well timed arrivals – Olacabs, TaxiForSure and
the global sharing financial system pioneer, Uber. Different businesses which can be
working consist of Meru, clean Cabs, Savaari and BookMyCab. The market made a
transition from owned fleet to a fleet aggregator model in which every person may want to
own a automobile and emerge as an entrepreneur – in truth, Ola Cabs conducted a motive
force Mela in Pune and Bangalore to get vehicles at a reduction to capability drivers. In
addition to aggregators are developing with masses of attractive schemes and plans for
drivers and to trap their customers through getting distinctive schemes to drivers from the
producers like OlaCabs did driver Mela in Pune and Bangalore, TaxiForSure got here up
with Magic experience on their cellular utility, Uber comes up with distinctive promo code
once in a while.

OLA – Company profile:

Ola first of all started out off as Olatrip.Com a small website challenge that presented
weekend trip packages. It became started out as astartup enterprise by way of two IIT
Mumbai graduates Bhavish Aggarwal and Ankit Bhati. Bhavish worked for Microsoft after
university for almost two years and then started a small website to sell on line tour
applications. Due to a awful revel in at some point of a vehicle apartment situation they
decided to fix the gadget of car rental and this became the basis for the initiation of olacabs.
Olacabs are now referred as Ola. Ola is a Spanish time period which means hello! This
indicates that hiring a cab at Ola in addition to the offerings supplied are smooth and
pleasant as conveying howdy. Ola cabs have been based on three December 2010 with the
aid of Bhavish Aggarwal and Ankit Bhati. Initially Ola operated from Mumbai as a taxi

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aggregator provider. Now it has shifted its head workplace at Bengaluru and works
efficaciously from there. For the reason that Ola acquired its first funding there was no
looking backward for this initiative assignment. Until the year 2014, the employer had
improved to a broadly allotted network which constructed from 200,000 cars throughout
eighty five cities. Those 85 cities include all of the metropolitan towns and diverse
essential towns in it. During November 2014, in conjunction with car rental scheme Ola
also tried to incorporate autos on trial foundation in Bengaluru. After its success there it
initiated the identical concept in Delhi, Pune and Chennai via December 2014. Inside the yr
2015 Ola additionally started out its automobile services in Chandigarh, Indore and Jaipur.
In March 2016, Ola commenced its two wheeler offerings in Bengaluru as an ordeal
challenge. Till September 2015 Ola turned into valued at round $five billion market. Taxi
for positive as received through ola in march 2015 for $200 million. The business
enterprise averages a complete of approximately 150,000 bookings in step with day and has
the best market proportion in India of 60%.

Taxi market in India is seeing a sensational development inside the previous six years.
$four hundred million (Rs 2400 cr) of funding is pumped within the most latest 4 years
(2010-2014). The full-size player in the taxi aggregator space is Olacabs and is now
threatened through access of uber.

Swot Analysis:

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A brief concept about the position of the employer inside the marketplace may be expected
from the SWOT evaluation which suggests the respective strengths, weaknesses,
possibilities and threats faced by using the organization.

Strengths:

1. Ola is first of its kind taxi aggregator carrier company in the USA

2. It executed the no.1 rank inside the region after acquiring Taxi for sure.

3. The offerings offered via ola are properly favored by the general public

4. Tv, online and print media advertising has helped to create cognizance about the
organisation.

5. Growth in consumer base because of sturdy community effect.

6. Financial circumstance of the organization has stepped forward after investments by

means of various corporations.

Weaknesses:

1. Brand photo can be without difficulty prompted with the aid of the misbehavior of the
drivers as they're the only in direct contact with the customers.

2. Monetization turns into tough because of the call for.

Possibilities:

1. There may be a massive potential for the company to penetrate deep into the marketplace
because the unorganized market preserve nearly 85% of the segment.

2. As Ola coordinates thru the smart telephone app, boom in number of smart smartphone
users presents them with a outstanding platform to increase their purchaser base.

Three. Disposable income can be elevated.

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4. Convenient services create large demand among clients. Five. Acquisition of smaller
organisation of the marketplace.

Threats:

1. Growing competition

2. Heavy usage of coins to draw patron due to robust monetary root of Uber.

3. Presence of competitors on the country wide degree.

4. No specific regulatory frame of the government. Five. Patron loyalty is rare on this
segment.

Market Share of OLA and Competition:

As formerly referred to Ola has a market share ability of 60% in India. The opposite
contenders in the market which fall under the organized phase consist of Taxiforsure(14%),
meru cabs(16%), uber(5%) and others(5%). Taxiforsure became acquired by means of Ola
which further will increase its market share to about 74%.

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Being a part of the organized taxi marketplace within the united states of america which
has the maximum capability for growth in close to destiny, it then turns into a fact that Ola
is indeed confronted by way of many competitions in this sector. The predominant
competitor of Ola is Uber. Meru and other aren't nicely certain competition because the rate
standards presented by Ola and the variety of vehicle to be had for rent is some distance
better and nicely customary with the aid of the client. Uber being at a role of five%
marketplace percentage holds difficult opposition for Ola as the future potentialities of
Uber are to penetrate deep into the Indian marketplace with an funding of over $400
million to tackle Ola.

How is Ola superior to other aggregator taxi service?

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Setting up a number 1 position inside the taxi market and preserving it indicates that Ola
has offerings to offer to the market which are better than other service companies from the
equal segment. Ola is different from different aggregator service company or other
segments within the way that they themselves are the marketplace. This is due to the fact
they listing the quotes and automobiles in their system. This leads to fee transparency and
allows them to achieve patron accept as true with. Every other characteristic that makes Ola
advanced is that they do no longer limit their services to the metropolis boundary. They
provide vehicle rental facility for outstation journeys as properly. Additionally, the
experience later option to be had with Ola makes it more client pleasant provider. Ola also
takes under consideration the safety of the consumer and as a consequence has a 24*7
purchaser care provider. The attractive fee package and range inside the fleet of
automobiles target the slight profits section which will increase their client base. The GPs
tracker in all the cabs to reveal the interest of the vehicle and excessive visibility in terms of
brand make contributions within the fulfillment of the cab corporation.

Business model:

Ola taxicabs move approximately as a facilitator in giving taxicab booking administrations

to clients via severa channels. Earlier, clients ought to ebook their taxicabs through the web
page, call center or the application. But afterward Ola reconsidered their method and made
appointments just via the application. The drivers have an adaptability to pick their own
particular time to login to OLA utility and renowned demands for rides from clients. They
may stay logged out of the framework according to their want. The source of income for
OLA is the commission for every force and the expenses they carry approximately are
moreover low as they notably need to make contributions simply on the technological
innovation. Ola has turned out to be an brilliant innovation level for transportation and
gives easy alternatives of reserving a taxi thru an utility and gives adaptability to the
driving force as a ways as readiness to paintings. The folks that paintings extra get
incentives. These businesses don’t personal cars nor do they appoint the drivers, they truely
hook up with the drivers through the utility. They're the era pushed market region. The
corporation therefore began to develop at a speed of mild because of accomplishment of
ahead of its time techniques.

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Promotional and marketing strategy of Ola

At Ola the strategy was to go away no stone unturned. They at Ola did everything from
attending the calls of the customer to presenting driving facility to favored vacation spot.
All this become achieved to sustain the market management of their arms. To achieve this
diverse techniques and promotional sports have been followed with the aid of the agency. A
number of them are discussed beneath.

Objective of study

Thinking about the developing range of online cab users in Mumbai this studies is designed
to apprehend the distinction between Ola and Uber customers. Studies is specially targeted
on operating professionals. The sub targets of this take a look at are:

 To find out the distinction between Ola and Uber person’s demographic profile.
 To discover the customer perception in the direction of safety of Ola and Uber
services.
 To become aware of the distinction among satisfactions levels for both cab services.
 To find out the patron pleasure towards the call-taxi offerings.
 To discover the level of comfort and comfort with name-taxi services.
 To know their opinion about the tariff machine and promptness of carrier.
 To ascertain the patron view in the direction of the driving force behaviour and
courtesy.
 To provide inputs to decorate the services to pleasure the clients.

Limitations :

This have a look at is executed best in Bengaluru metropolis (South and north regions)
simplest and the information turned into Amassed from simplest 276 respondents. The
findings are primarily based entirely upon the research conducted in bengaluru town
simplest. Future look at may be carried out close to OLA automobile or OLA Cabs by
means of Extending to the entire kingdom of Karnataka or some other state with huge

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quantity of respondents. Moreover, there's a scope for comparative look at with regards to
personal transportation enterprise firms like Uber and Merucabs.

Statement of the problem

Earlier studies and have a look at are especially concerned with logo recognition, customer
pleasure and logo fairness with reference to products and services within the place of client
long lasting items area both in city and rural areas. Simply uncommon studies has been
achieved in provider region approximately brand awareness and consumer delight close to
private transportation.This studies paper is an try and explore the brand cognizance and
patron delight towards OlaCabs in Bengaluru (South and North area).Furthermore, this
paper presents a few findings and inferences that may be considered by way of different
private transportation cab service firms to create emblem and brand loyalty.

Need for the study

Inside the latest years of rapid boom on rental offerings, there is fantastic increase inside
the usage of call taxi offerings in all cities, mainly in metros. In every sphere of enterprise,
the carrier and exceptional have to be matched with the perceived, predicted and brought.
The big market players in name taxi offerings are eager in enhancing the goods and
offerings to faucet the customer base. This observe will assist us to realize the customers
pride with recognize to the comfort, convenience, tariff, service best and staff courtesy, etc.
Additionally, we are able to have the input and thoughts to enhance the offerings to fulfill
out the consumer expectation inside the near future.

Empowering the drivers: They supplied micro entrepreneurship for the drivers via
assisting the drivers purchase their personal motors at massive reductions and lower priced
reimbursement scheme as they collaborated with main automobile manufacturers.

Ola mini: One of the most successful advertising and marketing marketing campaign
released via Ola is OLA MINI. The feature f this strategy was that the rate of this provider
was identical to the car fares. The concept worked nicely and were given regularly
occurring through the general public when they supplied cab rides at auto fare price on car

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strike days in 2012 and 2013. Due to the fact Ola Cabs are having deep pocketed buyers
and can burn cash such offerings may be released to cater the direct needs.

Strategic partnership with make my trip : Within the year 2013, la cabs released its
partnership with make my experience. Under this partnership the clients of make my ride
might get hold of apartment vehicle facility for choose up and drop at desired destination.
This pass by means of Ola helped accumulate massive client base as humans have become
greater aware of the brand.

Treating consumer with care: consumer is on the centre in advertising. The main motive
of these types of promotional sports is to build client loyalty. As a consequence with
regards to looking after the client, Ola leaves n stone unturned. Ola makes certain that
every one the customers who use the provider of Ola are nicely glad. If in any respect any
mistake takes place with the aid of the system Ola makes positive to offer greater credit to
the consumer’s account and also express regret for that remember. In this way it makes sure
that the patron base developed need to now not be hampered.

Advertising and marketing partnership with tvf: Ola has created partnership with TVF
(The viral Fever) which is an Indian on line net collection platform. TVF has a strong fan
base and Ola has tried to take gain of this example. Ola gets to accumulate clients from
TVFs present fan base whilst then again even TVF receives to reach out to Ola’s customers.

Ola boats during chennai floods: in the course of Chennai floods whilst human beings
were stuck in their workplaces or other regions Ola had launched its ferry provider. Ola had
evolved this provider if you want to help stranded humans attain home and additionally to
supply crucial material along with meals, water, and so forth. The ferries had professional
rowers. Every ferry may want to accommodate five to 9 humans in step with trip. The start
up by means of Ola changed into to begin with intended to be for 3 days but later they
agreed to provide the carrier as in line with the demand of the scenario. The begin-up got
here up for a lot praise on social networks with one Twitter user cheekily describing the
carrier as “uber cool”.

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Economic approach: Ola makes a speciality of target advertising and marketing by way of
segregating its fleet into extraordinary models which might be appropriate for the call for of
the consumer and additionally suits their finances. This includes Ola mini, Ola sedan, Ola
micro, Ola high, Ola pink, carpooling for corporate, etc. Ola micro offers a base fare of
rupees forty with expenses of rupees 6 according to km. Whereas Ola sedan and mini have
special bundle ranging between rupees 80 to a hundred base fare. Those are appropriate for
customers planning long distance journey. Human beings decide on it even greater due to
the fact ola gives the lowest charge charge compared to all other taxi aggregators.

2. REVIEW OF LITERATURE

Call taxi system in India has grown extensively in India and infrastructure increase, boom
of center elegance, increasing disposable earning and developing GDP are a number of the
factors responsible. The upward thrust of the BPO enterprise is one of the purpose to boom
of this quarter because of atypical running hours. This growth can be seen greater in
metropolitan towns of India (Rahman, 2014) and there is extreme opposition among diverse
operators like Ola, Uber, Radio cabs, Yellow cabs and Meru and so forth. So as to preserve
in this competitive market it is essential to apprehend the customers of the condo cab
carrier. Diverse research and researches were accomplished to apprehend the elements
critical while deciding on a condo car.

Name taxi app (CTA) helped in increasing perceived usefulness, ease of use, playfulness
and subjective norms (Peng et. Al.,2014).This additionally enables in convenience of
tracing person and provider provider (Chen ,2014). A take a look at via Lu et al (2015)
counseled that self- provider cellular technology provide manage to commuters to get right
of entry to lot of data with the help of era. Horsu and Yeboah (2015) had found out in their
study that driving force behavior have negative correlation on patron satisfaction in Ghana.
Other variables continuous provider, comfort, reliability and affordability have an impact
on patron pride in regards to minicab taxi. One have a look at by means of Paronda et al
(2016) identified the key overall performance indicators of traditional taxis which includes
reliability, tour velocity, passenger expenses and excellent of provider. Examine primarily

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based on surveys for 30 days concluded that Uber and GrabCar offers better excellent
offerings than traditional taxis. For Indian marketplace comparable studies were achieved, a
research through Hanif and Sagar (2016) recommended that cab offerings has a massive
capability for growth in Mumbai concentrated on middle and affluent class. Patron no
longer only use cab service for commutation however additionally for traveling a shopping
mall, attending overdue night time party or going out on unique event. Take a look at
additionally confirmed that purchaser delight degree could be very excessive, displaying
nice signal for destiny boom and growth of enterprise.

Aggregator taxi agencies ‘s tied up with the cell wallets businesses like unfastened rate,
PayTM, Mobikiwiki which helped in offering hazel loose experience to customers by
means of providing customers easy charge alternatives with offers and discounts for rides
(Kavita and Rajeswari ,2016). Client’s desire for on line transaction push Uber to create
taxi provider portal as well as Uber is likewise began spending on diverse advertising
techniques and facts era.

Ruchi et al (2017) studied different factors of dynamics of Indian taxi markets consisting of
pricing, their revenue models, market share and many others. Utsav Pandya et al (2017)
identified technology developments, protection, and charge, ease of availability,
consolation and payment alternatives affecting public taxi market. Sarit Prava Das et al
(2017) diagnosed convenience, best offerings, transparency and safety as most essential
parameters for choosing pre booked taxis. A take a look at by means of Kumar and Kumar
(2016) showed that consumers had been involved to redeem coupons while choosing cab
offerings and had been at ease to redeem coupons through mobile apps whilst booking cab
services. With customers, provider companies are also essential in any service enterprise,
on this regard a studies by way of Ruchika Malik (2017) recognized that keeping drivers
via tasks like economic awards of affect client selection. Ola is using reward systems to
motivate their drivers as a result motivating them in addition to regarding them in resolving
the client grievances to construct a devoted base of drivers. On different facet Uber offers
rewards and reductions beneath their Uber club software. This application isn't simplest

17
layout effect drivers but is also designed to assist their circle of relatives by offering them
diverse offers associated with vehicle coverage, vehicle protection, lifestyle, health and
well being to their normal life. There are three classes Silver, Gold and Diamond, based
totally on the first-rate and performance of each driving force. One extra comparatively
study of Ola and Uber by Allamdas Rohit H. (2017) counseled that as Indian customers and
tremendously rate-sensitive and really much less logo unswerving, businesses want to
layout new applications to draw new clients and to preserve existing clients. Similar
research with the aid of Shukla et al (2017) on OLA and UBER suggested, to adopt
incredibly innovative and patron-centric techniques to boom marketplace share

Consequently, it would no longer be that smooth for each the businesses Ola and Uber to
function in an environment which has to be greater patron-centric & goal orientated, highly
revolutionary, and have proof against strain from the regulatory authorities and maintain
delighting their clients.

Geeta Kesavaraj (2013), reveals that “As global competition grows, verbal exchange and
era channels open up new markets, and products and services are translated right into a
big selection of alternatives for our audiences, businesses ought to paintings tougher than
ever to gain and keep customers at a competitive fee. On this new age, groups have to focus
their approach, energy, strategies and budgets to enhance their knowledge and commitment
to clients. It's miles imperative that corporations make it their precedence to use progressive
customer relationship control methodologies and to realize a way to put in force patron
centric strategies, together with using good enough technology to aid in this technique”.

Tazyn Rahman (2014), in keeping with the enterprise resources, unorganized operators
dominate approximately 85% of the marketplace. The auto condo enterprise grew from `
30bn in FY03 to ` 200bn in FY11 notching up an annual average growth of 30%.The Radio
cabs business has emerged as one of the quickest growing corporations in the Indian
transportation zone. The concept of 24- hour radio cabs stuck up within the country
approximately a decade again with Delhi-based totally Mega Corp putting the wheels
rolling below the Mega Cabs emblem in cities along with Bangalore, Mumbai, Calcutta,
Chandigarh, Ludhiana and Amritsar. Guwahati also isn't laying back in this regard. Non-

18
public luxurious taxi operators in Guwahati also are making plans to amplify their fleets in
the absence of a stateowned carrier and the shift by maximum commuters to the low in cost
yet relaxed mode of shipping. The Northeast is a prime destination for traveller, so the call
for for automobile rental services can best get bigger. Within the absence of a kingdom
owned radio cab provider in Guwahati, the non-public players are eyeing big commercial
enterprise. My Taxi has the pioneered personal taxi operators ( not radio taxi ) to hit the
road in 2010 accompanied via top Cabs. High Cabs launched in 2012 has emerged as the
first organized Radio taxi provider provider. Top Cabs gives a cab service that emulates the
exceptional taxi service norms across the world. Their enterprise is to make sure that
customers need for commuting is met every time they want to commute and in as trouble
free a manner as possible. The prime objective of this look at is to apprehend the customer
belief and purchaser delight stage on Radio Taxi offerings with unique reference to the
metropolis of Guwahati and to offer inspiration to improve the performance of the services.
Dipesh Bhawnani, et. Al.,(2015), makes a speciality of studying the cab organization’s
consumer dataset as a way to assist enterprise to investigate its frequent customers: in order
that the corporation can apprehend its customers and may provide exceptional offers to
them. Call for of cabs of specific type and at unique area and time, so that the business
enterprise ought to make essential association of precise cab like small cabs, luxurious
vehicles, buses and many others. We've got analyzed the feasible cancellations of cab
booking by using the consumer using information obtained from the organisation. The
purpose is to reduce the value incurred through the company as a end result of cab
cancellations made by the purchaser. Cab corporations will be able to control its
carriers and drivers by means of offering them with up to date data approximately
patron cancellations. We've also analyzed journey and package type utilized by the
consumer. Tableau is used to join hortonworks hive information supply and the
information is analyzed and shown in graphical layout for higher visualization and
knowledge. Kumar, Kishore & Namavaram, Ramesh. (2016), The motive of this paper is
to study the factors influencing the purchasers even as selecting cab offerings. The
structured variable is 'coupon redemption behavior' and unbiased variables are
innovativeness and charge attention. The dating between based and independent
variables are empirically verified via statistical techniques. The statistical equipment like

19
correlation, regression and descriptive statistics are used for records analysis. It is
determined from the examine that customers are interested to redeem coupons while
selecting cab services. It is also discovered from the look at that clients are relaxed to
redeem coupons thru cell apps at the same time as reserving cab offerings.

Rexi A. (2016) states that “call taxi have a extra cost inside the network, in the taxi industry
is regulated in various ways through the nation Governments via their respective
Departments of transport. Through this regulation the authorities is capable of exert a few
manipulate over the activities of the enterprise, with the ultimate goal of imparting a higher
stage of service (a complex assemble in itself) to the general public. Inside the cutting-edge
situation the first-class and convenient manner to journey to and from bus stands, railway
stations, airports and to other places of hobby in Coimbatore is by call taxi. There are as
many as 40 to 50 call taxi service providers available within the Coimbatore town and its
suburbs name taxi provider is commonly available 4 hours within the day. And people
regard it as the most convenient manner to tour. This examine is particularly used to
discover the awareness towards call taxi services, elements influencing the selection of
name taxi services, delight closer to the call taxi offerings, and the problem faced by means
of people at the same time as using call taxi offerings.

Ruchi Shukla, Ashish Chandra & Himanshi Jain (2017) states that “each different day in
India, there may be a brand new start up supplying efficient cab carrier to the residents
operating in city and rural existence. This raises a question this is India going through a
probable 'Taxi Revolution' in this paper, an attempt has been made to do comparative study
of two of such taxi aggregators which have noticeably changed the manner "the awesome
Indian center elegance" commutes each day-Ola and Uber. Currently, both Ola and Uber
cabs are following the approach of expanding their operations and constructing client base
in key metropolitan cities throughout India. The motive is to boom market percentage and
gain economies of scale and on the identical time offering consumer pleasure. This article
seeks to apprehend the dynamics of

20
India's taxi market by analyzing various factors just like the pricing, marketplace
percentage, revenue models, and so forth.The paper is qualitative in nature and based on
secondary information gathered from distinct sources.

Drivers of Employee Engagement

V. Vijay Anand& C.Vijay Banu (2016): This study explains that worker Engagement is the
important thing thing for all corporations to preserve. Employee Engagement is positively
prompted with the aid of task, Rewards and popularity, opportunities, group work and
conversation. It acts as a Retention tool.

S.Kiruthika and Dr.V.Kavitha (2015): in keeping with this look at Pay and gain is the
maximum influencing element of worker Engagement. The examine describes that there
may be an association between elements like role, work

Environment, training and improvement, relationship with manager and employee

Engagement of Banks. Dr.Samuel obino mokayo & Maureen Jerotich kipyegon (2014): in
step with their examine worker Engagement

As quite stimulated with the aid of personal boom and development, performance
management, Remuneration, exercise centers. They identified remuneration is the very best
contributor of worker Engagement and undertaking centers has least effect on worker
engagement.,

Madhura Bedarkar, Deepika Pandita (2013: conducted a look at on “Drivers of worker

Engagement impacting worker performance. The examine predicted 3 drivers of worker
Engagement; they are management, communication and paintings existence stability.

Swathi.S (2013): in line with the study on powerful worker Engagement elements it
changed into determined that no single component or unique sort of thing may be suiting
the man or woman or the enterprise. The factor continues on changing on time to time and
enterprise to enterprise.

A Thiagarajan B & Renugadevi V (2011), consistent with this take a look at profession
improvement, motivation factors and performance appraisal are related to employee

21
engagement. The outcomes are that leaders must be cultured on engagement, career
development possibilities which can be maximum crucial and that performance
improvement bought to champion work life balance, and these practices are beneficial to
upward thrust engagement stages.

Susi & Jawaharrani (2011) according to the literature examine on employee engagement
recognized paintings-vicinity way of life, paintings-existence stability regulations &
practices observed in industries promotes worker engagement of their groups to upward
push productiveness and retention fee. Work-existence balance is key driver of employees’
pleasure.

The conference Board (2006) - a international consulting non-income corporation based in

the u.S. Conducted A metaanalysis at the drivers of worker engagement by reviewing 12
foremost worker engagement studies Performed by using research companies consisting of
Gallup, Blessing White Towers Perrin, , and the corporate management Council among
others. The observe diagnosed 26 predominant drivers of employee engagement with eight
factors evolving continually across at least 4 studies.

The eight factors are agree with and integrity, Nature of the process, Line of sight between
character Overall performance and business enterprise overall performance, profession
increase opportunities, satisfaction, crew individuals, employee development and personal
courting with the manager.

Institute of Employment studies (IES) 2003: according to IES 2003 survey they advanced a
diagnostic tool which indicates diverse additives which leads to feeling valued and
involved. Robinson diagnosed feeling valued and involved is the important thing driving
force of worker engagement.

22
 Figure : Drivers of Employee Engagement

Customer Satification :

Paul S. Goldner (2006), Grigoroudis, E and Siskos, Y (2009) defines, “a customer is any
enterprise or individual with that you have performed business during the last 12 months”.
“consumer method the celebration to which the products are to be provided or carrier
rendered by way of the supplier”. “A patron is the individual that assesses the best of the
offered products and services” and on technique orientated method, “the purchaser is the
individual or institution that receives the paintings output” .Pride has been widely described
by Vavra, T.G. (1997) as a first-rate submit-buy enjoy with a products or services given an
current buy expectation. According to Westbrook and Reilly (1983) define delight as, “The
client’s cognitive country of being effectively or inadequately rewarded for the sacrifices he
has undergone”, client delight is “an emotional reaction to the reviews supplied by using,
related to particular services or products bought. The definition supplied by Hunt (1977)
put forward a definition as, “the summary psychological country ensuing when the emotion
surrounding disconfirmed expectancies is coupled with the consumers’ previous feelings
approximately the consumption revel in”. Consumer satisfaction is a term frequently
utilized in marketing concept. It's far a degree of ways products and services furnished by
using a agency meet or exceed purchaser expectation. Customer satisfaction is defined as
"the variety of clients, or percentage of general customers, whose mentioned revel in with a

23
company, its products, or its offerings (rankings) exceeds specified pleasure
desires.Businessfirms usually ask customers whether their service or product has met or
handed expectations. Accordingly, expectancies are a key aspect in the back of pride. When
clients have excessive expectations and the reality falls brief, they'll be disillusioned and
could likely rate their enjoy as much less than pleasing.

Research methodology

The existing studies paper is done in the town of Bengaluru, (North and south
vicinity).They belonged to a combination of various groups and unique profits-move
sections of north and south region. Convenient data Sampling technique is used for
information collection. The look at uses each number one facts and secondary information.
The primary facts was collected with the aid of the usage of a nicely-structured
questionnaire from 276 respondents and are entered into the sub-tables by means of the use
of the simple percent analysis. Secondary records had been collected from articles, journals,
magazines, books, and websites. The accumulated information have been processed both
manually and with the assist of MS-Excel. The equipment like simple percentage analysis
and Chi-square evaluation had been used. The take a look at turned into conducted for a
duration of five months from March to July 2015.

24
 3. DATA ANAYLYSIS AND INTERPRETATION

After information series facts has been analyzed the usage of SPSS and finding of equal is
as follows. Total wide variety of respondents were 103 out of which fifty one have been
Ola customers and 52 had been Uber users.

25
 Table : Demographic profile of respondents

Hypothesis testing

To identify the difference between demographic profile of Ola and Uber users’ such as
effect of gender, earnings and age, hypothesis have been examined using Chi rectangular
test. The end result acquired indicated that gender has big effect on desire of cab service as
p price became zero.023 < 0.05 (desk: 2(b)) so null speculation has been rejected. Desk:
2(a) additionally indicated that girl decide upon Uber cab provider over Ola.

H11: Gender has giant impact on preference of cab services.

26
 Table a : Impact of gender on choice of cab services

Table b : Impact of gender on choice of cab services

a. Zero cells (.0%) have expected matter less than 5. The minimal anticipated depend is
21.29.

b. Computed only for a 2x2 desk

To look at the effect of earnings speculation H12 has been examined and result indicated
that there is no substantial effect of profits on desire of cab services as p ( 0.542) >zero.05 (
desk:3) and null speculation has been widespread.

27
 H12: income has huge effect on desire of cab offerings.

Table: (a) Impact of income on choice of cab services

To examine the impact of age, speculation H13 has been examined and end result indicated
that there is no large impact of age on desire of cab offerings as p (zero.195) >zero.05 and
null hypothesis has been ordinary.

H13: Age has giant impact on choice of cab services.

Table:( b) Impact of age on choice of cab services

a. 2 cells (25.0%) have expected depends less than 5. Minimal expected count is 2.48

28
To evaluate client’s notion of safety closer to each the cab services hypothesis H2 has been
tested and result indicated there may be distinction among client’s belief towards protection
for each the cab services as p price(zero.006) <0.05. Purchasers feel more secure with Ola
cab carrier than Uber .

H2: there's good sized difference among Ola and Uber purchasers belief closer to
protection.

Table : consumer perception towards safety

Chi-Square Tests

29
 Table: (b) Consumer Perception towards Safety

A. Zero cells (.Zero%) have predicted be counted less than five. The minimum expected
count number is 20.80.

B. Computed handiest for a 2x2 desk

Figure : Consumer Perception towards Safety

To compare customer’s pride degree in the direction of both the cab services speculation
H3 has been tested and end result indicated there is no distinction among consumer’s
pleasure level for each the cab offerings as p value(zero.233) >0.05.

H3: there's vast difference among Ola and Uber clients delight stage

30
 Table: Consumer’s Satisfaction Level
A. 4 cells (40.Zero%) have predicted be counted much less than 5. The minimum
anticipated count is .50.

So ordinary it could be concluded that woman decide upon Uber provider over Ola
however whilst it involves safety client experience more secure with Ola than Uber.

Demographic profile of the respondents

Gender :

31
Interpretation:

It is visible from the above table and figure that out of 255 respondents, 153 males .i.e. 60%
are more fond of using cabs as compared to 102 females that forms 40% of the total
respondents.

Age :

32
INTERPRETATION:

It is able to be observed that out of the entire respondents who use the cab service, majority
of the respondents i.E.Eighty two.Four% belong to the young era among the age of 20-30.
3.1% of the respondents are underneath the age of 20, 3.5% are between the age of 30-
forty, 6.3% are between the age of forty to 50 and rest are above 50 years of age.

Occupation :

33
INTERPRETATION:

It is able to be interpreted from the above table and parent that out of 255 respondents, fifty
five.Three% of the respondents who use cabs are students and 30.2% of the respondents are
self employed followed by housewives who accounts to 7.8% and the least that is 6.7% are
commercial enterprise magnificence those who use the cab services the least.

HOW FREQUENTLY DO YOU BOOK A CAB?

34
INTERPERTATION :

After the survey it has been determined that 29% respondents travel through cabs best on
occasional basis, 33.7% of the respondents are regular guests, i.e. They travel 2-3 times in
every week by using cabs, 17.3% of the respondents tour as soon as in 2 weeks through
cabs, 12.9% travelers tour as soon as in a month and best 7.1% travel everyday by using
cabs.

From the above desk of cross tabulation, we get a clean knowledge of the relation among
the profession of a respondent and His/her reason of reserving a cab.

1). Out of 141 college students who responded to the survey, maximum college students
i.E. Seventy nine (fifty six% of the pupil respondents) use the cab carrier For non-public
trips. The second foremost purpose for college students to e book a cab is for each day
commuting to paintings. This can be for touring to their faculties or universities considering
the fact that maximum of our respondents i.e. Eighty two.4 % belong to the 20-30 age
group. A few students also use cabs to travel to airports and railway stations.

2). In case of the only a few respondents who belong to the business community, it's miles
evident that none of them take cabs for every day journey to paintings. A cause here can be

35
that maximum of the enterprise class human beings normally force their personal
automobiles.

3). Maximum of the commercial enterprise magnificence human beings use cabs for non-
public trips, whereas some use cabs for occasional conferences or to journey to airports and
railway stations.

4). Within the second largest phase of our respondents i.e. Hired people, use the cabs
normally for private journeys (forty eight% of the hired Respondents). They also use the
cab offerings for day by day commuting to their places of work(20.7%) and for journeying
to airports and railway stations(20.7%).

5). It is able to be seen that out of the respondents who are homemakers, eighty% use the
cab offerings broadly speaking for touring to airports and railway stations and a few use
cabs for his or her private journeys (20%).

6). Some other statement from the above table is that out of a complete of 255 respondents,
50 respondents (i.e. Approximately 20%) use the cabs on a day by day basis for commuting
to work.

7). Maximum respondents (129 out of 255 respondents) i.e. 50.50% book cabs for his or
her private trips.

8). Additionally, a fairly first rate variety of respondents use the taxi services to journey to
airports and railway stations. The cab provider Companies have an amazing scope to extend
their customer base here by way of supplying some unique reductions for booking taxis to
and from rhe airports or railway stations.

36
 4. ENGAGEMENT AND INDIVIDUAL DIFFERENCES

At the same time as some argue that employees are ‘engaged’ if they have a high quality
mind-set towards paintings, others together with Purcell et al (2003) advocate that
employee engagement is simplest significant if there may be a extra real sharing of
responsibility among control and employees over troubles of substance. The CIPD survey
conducted by means of Truss et al (2006). Indicates that strengthening worker voice could
make a difference to organizational overall performance.

Employee voice can be defined because the potential for employees to have an input into
decisions which can be made in firms (Lucas et al 2006). It's been argued that one of the
fundamental drivers of worker engagement is for employees to have the opportunity to feed
their view upwards (Truss et al 2006). Their survey concluded that currently many
corporations are not very successful in doing this and as a result many personnel felt they
lacked possibilities to express their perspectives and be involved in decisions. Then again,
researchers at Towers perrin (2003) observed employers are doing nicely in giving
employees the liberty to make decisions relating to their jobs; 62 consistent with cent of
respondents argued they've the correct quantity of decision-making authority to do their
activity properly.

Studies with the aid of Robinson (2006) indicates there's large evidence that many
employees are significantly under-utilised within the place of work thru the dearth of
involvement in work-based totally decisions. Employee involvement is visible as a vital
principle of ‘gentle’ HRM, wherein the consciousness is upon capturing the ideas of
employees and securing their dedication (Beardwell and Claydon 2007). The idea of
worker involvement is strongly grounded in unitarist views of establishments, because it
assumes that managers and personnel have the identical hobbies.

Critics have argued that worker involvement has management firmly in control and very
limited actual have an effect on is given to employees (ibid). Hyman and Mason (1995)
argue that employee involvement schemes “amplify very little input into company or higher
stage selection making” and usually do not entail any

37
Big sharing of power and authority. Similarly, Blyton and Turnbull (2004:272) argue that
worker involvement is ‘smooth on electricity’. But, Purcell et al’s (2003) take a look at
observed involvement in selections affecting the task or work to be an crucial aspect, which
changed into strongly related to excessive ranges of worker engagement for this reason
demonstrating it's far an essential motive force.

In any work position or situation, employees have a diploma of desire and discretion over
how they carry out their tasks and duties (Robinson 2006). Furthermore, Appelbaum et al
(2005:25) argue that, “in any formal system of labor controls, some attempt remains that
people make contributions at their discretion”. The behaviours required by a piece role may
be mainly described and offer little choice inside the way the work is executed as inside the
case of an meeting line operative required to robotically and repetitively perform a easy set
of duties. As a substitute, paintings position behaviours can command the usage of a
considerable amount of discretion inside the way the task is achieved as in the case of
senior managers (Robinson 2006).

According to Fox (1974) ‘Taylorism’ and ‘medical management’ focused on limited

discretion. Such strategies of managing employees involved breaking down jobs into
simple factor elements, prescribing the manner wherein obligations were done, presenting
close supervision and bureaucratic regulations and policies which served to create a jointly
reinforcing cycle of low believe members of the family.

Nevertheless, Fox (1974) argued that notwithstanding an complicated outside controlling

shape being in place, no role can be definitely diffuse or absolutely unique; even in jobs
that are tightly managed, a few awesome element of discretion always remains. In instances
in which employees have been given some control over how they do their jobs, nice
advantages have appeared to emerge. For example, preceding studies within the uk has
looked at process redesign and the impact. This has had on engagement. In 1990 studies
become done by means of the college of Sheffield on manufacturing unit people and the
wide variety of accidents they pronounced given the differing ranges of manipulate over
their work (Beardwell and Claydon 2007). It was found that, after the people had been

38
given the training and freedom to make maintenance to their personal equipment as
opposed to

Having to name a manager on every occasion they skilled a problem, they reported fewer
occupational injuries. This will advise that employees who feel they have manipulate over
their destiny at paintings, a key aspect of worker engagement, are more likely to live
focused and less in all likelihood to make preventable mistakes.

Control control is idea to avoid an personnel’ perception of protection, which has been
located to be one among three mental conditions affecting engagement at work (might also
et al 2004). In line with Deci and Ryan (1987) control which fosters a supportive work
surroundings commonly displays concern for personnel’ wishes and feelings, affords
fantastic remarks and encourage them to voice their issues, develops new skills and clear up
workrelated problems. Personnel who are self-determined enjoy a “feel of choice in
beginning and regulating one’s personal actions” (ibid:580). As a result, those individuals
are probable to sense safer to interact themselves greater completely, try out novel ways of
doing things and speak errors (Edmondson 1999). In which management is supportive of an
worker’s selfdetermination, the accept as true with between the 2 events is enhanced (Deci
and Ryan 1987).

For the reason that managers have a outstanding have an impact on on employee
engagement, stages can vary extensively from workgroup to workgroup within one
organisation (Ott 2007). Gallup’s research has proven that leaders and managers play a key
role in lifting engagement tiers.

Research in the uk, based on an digital survey of 2,000 personnel from throughout the
United Kingdom, found that best 35 per cent of employees were actively engaged of their
paintings (Truss et al 2006). A large majority had a reasonably low opinion in their senior
managers, with best a 1/3 seeing them as sincere. The studies truely indicates that while
senior managers can make a actual distinction to people’s operating lives and performance,
many have issues round visibility, communique and worker involvement. Robinson et al
(2004) diagnosed key behaviours, which have been found to be associated with worker
engagement. The behaviours protected belief in the organisation, choice to work to make

39
things higher, know-how of the commercial enterprise context and the ‘bigger picture’,
being respectful of and helpful to colleagues, willingness to ‘go the extra mile’ and
preserving up to date with traits inside the discipline. Moreover, the studies located that
employee engagement changed into intently linked to feelings and perceptions round being
valued and worried, and that the important thing drivers of engagement blanketed powerful
leadership, -manner communique, excessive ranges of inner co-operation, a focus on
worker improvement, a dedication to worker well-being and clear, available human assets
guidelines and practices to which managers at all stages had been committed.

Recent research shows that high-involvement paintings practices can develop the high
quality beliefs and attitudes related to worker engagement, and that these practices can
generate the forms of discretionary behaviours that cause better overall performance
(Konrad 2006). Excessive involvement offices use “a machine of management practices
giving their personnel talents, records, motivation, and range and resulting in a staff that is
a supply of aggressive gain” (Guthrie 2001:181).

According to Lawler and Worley (2006) for a excessive-involvement work practice to be

effective and for it to have a high-quality impact on employee engagement, personnel ought
to receive power. They argue this may lead to employees having the capacity to make
choices that are vital to their overall performance and to the high-quality in their operating
lives, therefore enticing them in their work. Furthermore, Lawler and Worley (2006)
contend that energy can mean a surprisingly low stage of affect, as in imparting enter into
selections made via others or it can suggest having final authority and responsibility for
decisions and their results. Involvement is maximised when the highest possible level of
energy is driven down to the personnel that need to carry out the selection, resulting in
gaining the most degree of engagement possible from personnel.

Purcell et al’s (2003) look at discovered a number of of things to be strongly associated

with excessive stages of worker engagement. The only aspect all of those elements had in
common changed into that they were linked with an employee’s involvement in a exercise
associated with their paintings. For example, powerful communications become discovered
to be a thing as engagement degrees had been tormented by the amount of statistics

40
personnel received approximately how properly the organisation changed into acting and
the way they contributed to the organization accomplishing its business objectives.

Furthermore, personnel having involvement in choices’ affecting their process or paintings

become also related to excessive degrees of engagement. Simply employee engagement
also depends on the supervisor or supervisor. Cufaude (2004). Argues that when managers
employ a philosophy of ‘servant-leadership’, whereby a supervisor’s number one role is in
supporting and serving the ones around them, the environment will become ‘fairly
engaged’. Soltis (2004) argues with a view to create a surprisingly engaged environment
managers should be engaged; “if managers aren’t engaged its not going personnel will
reply to any efforts to engage them” (p2). Studies has validated that employee engagement
has a tendency to be primarily based on elements together with the relationship they have
got with their managers (snow fall 2003). But other theorists declare that employee
engagement depends on supplying empowerment and that jobs must suit personnel’
pursuits (Lloyd 2004 and MacDonald 2002).

In precises, the literature surrounding employee involvement suggests that the basis of
employee disengagement is bad management, wherein personnel do now not have right
working relationships with their managers and are denied the opportunity to talk and have a
few energy in selection-making, not to mention get hold of facts from their managers.

Personnel are in want of managers who care and who are seen to be committed to their
corporation. Best then can managers trap personnel into putting discretionary effort into
their paintings. However, the trouble is that managers themselves need to be engaged
earlier than they can engage their subordinates; it's far obvious that ranges of engagement
must upward push in control earlier than they can be anticipated to upward push in
employees given the effect management can have on employees.

41
 5. FINDINGS CONCLUSION & SUGGESTION

1. Majority of the respondents (51%) are Male, (fifty one%)of the respondents fall
within the age category of below 21 years, (60%) are unmarried, (sixty six%) of the
respondents belong to students, (69%) of them are pursuing graduation and (sixty
nine%) of respondents profits stage falls inside the class of under Rs.25,000.
2. Majority of the respondents (73%) got to realize about the OLA cab offerings via
friends and relatives and the second one maximum (14%) through Social Media
sites.
3. Majority of the respondents (39%) opt for Olacabsbecause of its less cost, (14%) of
the respondents decide because of its well timed pick and drop facility and (thirteen
%) of the respondents opt due to easy booking.
4. Elements like easy to ebook, value and timely pick out and drop facility has “rather
glad” and the different elements like handy and quick and safe has“happy”the
respondents.
5. Majority of the respondents (48%) say that they are “happy” with the general
delight stage of OLA cab offerings.
6. Majority of the respondents (ninety.22%) say that they may be aware about OLA
Cabs in north and south areas.
7. Maximum (32.5%) of the respondents are in the age organization of 21-30 years.
8. Majority (sixty one%) are female. 35% of the respondents are with non-public
employment.
9. Majority (60%) are qualified with under commencement. The earnings stage is 6-9
lacs that money owed to 40%.
10. Majority (fifty six%) of the respondents felt that they're neither satisfied nor dis-
glad with the decision taxi services in Chennai, where 34% are glad.
11. Majority (70%) rate that the taxi are without problems reachable. 45% of the
respondents experience that they opt for taxi instead of public transport.

42
 12. Majority (83%) experience that the taxi arrives stipulated time. Forty five%
experience that the taxi offerings are dependable.
13. Maximum (40%) of the respondents experience that the taxi reach the right region
at the right time, which is carefully observed by means of occasionally it reaches on
the proper time as opined by 38%.
14. Majority (63%) of the respondents sense that the tariff are high for taxis.
15. Majority (78%) of the respondents aren't adequate for paying high fare on height
hours, and 70% of them experience that the tariff system is apparent and obvious.
16. Majority (80%) feel that the drivers are first rate to the clients, and 60% of them
are helpful and manual the customers to attain their location.
17. Majority (86%) of the respondents did not face any embarrassing scenario with the
driving force. Most (forty%) of the respondents opined that, of them used to
journey usually, and 80% of them use to ebook with the trip now/ immediate choice.
18. Maximum of the respondents pick the call taxi for pals day out and legit
work, that percentage same percentage of 32.Five% each.
19. Majority (75%) of the respondents experience secure whilst touring on my own, and
45% of them sense they could provide better infrastructure centers. Most (ninety%)
of the respondents experience that, they get the taxi thru mobile app.

Conclusion

OLA is a famous cellular app for private transportation in India. OLA began as a web cab
aggregator in Mumbai, now based totally out of Bengaluru and is many of the quickest
growing businesses in India. On July twenty first 2015, OLA has formally released “OLA
shop” for groceries and day by day desires.The Catalog of products to be had looks
significant. Aside from the overall needs like vegetables, end result, dairy merchandise,
frozen meals, grocery and staples and so on, interesting additions are sexual wellbeing,
electrical merchandise and fitness dietary supplements and drugs. To finish, the
marketplace for OLA Cabs depends at the consumer choice, growing recognition and client
pride. The elements like handy, emblem, low cost, quick and secure, easy to book and

43
Timely pick out and drop facility and so on which have an impact on the patron decision to
opt for OLA cabs. In addition to this, emblem positioning and customer delight will take
location while non-public transportation offerings (Cab offerings) differentiate in terms of
financial feasibility, time management, easy accessibility and other services. To finish,
OLA cabs has positioned its emblem and has created a properly brand picture in the minds
of clients concerned to non-public transportation offerings examine to uber and Merucabs
for the duration of Bengaluru.

Ola has seen a fantastic boom in the taxi marketplace quarter. There is honestly no looking
again for Ola as it is improving daily in every prospect. Revenue of Ola has accelerated
almost 10 folds over the past 4 years. These days, it is the largest cab service issuer in the
u . S .. Ola has efficiently carried out public guide and has created a buzz about its brand
within the market. Furthermore if a few more technological development is done at Ola
then the patron base may be expanded through presenting higher experience to the client.
Ola now has shifted its focus on the right track markets and is focused on supplying
preferred carrier to the people in the goal marketplace. The monetary segregation relying
upon the profits group and requirement of the humans is nicely appreciated. On one hand
Ola promotes its brand by means of traditional techniques and however it also makes use of
the modern-day strategies of promotion. On the same time it does no longer forget to focus
on its name in social safety, creating social cognizance and selling acts of humanity. The
key detail in making Ola a successful brand is the efficient and short accessibility which is
offered by way of the firm. The firm now not most effective improves thru its intense
promotional sports but also because of the services and comfort offered to customers and
employees. Ola is making you sluggish. A single tick receives you a taxicab. Conduct are
much less demanding to expand when the change required in behavior is minor. What's
greater, once a dependancy is fashioned, it’s hard to go into reverse So OLA has been and
will be a extremely good technology platform for transportation and supplying flexible
options of reserving and fee to clients and flexible timings and centers to drivers. And soon,
we are going to revel in a big boom and terrific facility of having our grocery delivered to
us with no trouble. Kudos to the idea of the founders and something extra to make us proud
is that it has been started out in India by using genius Indians.

44
This literature assessment has discovered that employee engagement has been
conceptualised in many exclusive ways. There's no single agreed definition and studies has
proven that,

However engagement is defined, it's far a multi-faceted assemble (Kahn, 1990). The
lifestyles of diverse conceptualisations makes the state of information round employee
engagement hard to determine, as every piece of studies is undertaken below a
extraordinary protocol, the use of exceptional measures of engagement beneath different
instances. Regardless of this ability trouble, a similar pattern became determined with the
aid of all irrespective of the us of a or context where the studies became undertaken; the
best numbers of employees were determined in the ‘not engaged’ class. This locating is
disappointing, even though perhaps no longer very surprising, and definitely many people
do now not experience going to paintings and advantage little which means from what they
do for a dwelling.

People’s perceptions of which means with regard to the place of business has connections
with how engaged they're and their level of performance (Holbeche and Springett 2003).
Findings recommend people seek greater which means in their daily paintings than they do
in their private lives. This means employers ought to be in search of to make paintings
meaningful by finding out what topics to their personnel, in particular considering the fact
that proof indicates that meaningfulness influences not only on the person, however
additionally on the bottom line (Holbeche and Springett 2003).

Studies has additionally recommended a connection among employee engagement and

business consequences, eg the Gallup business enterprise cite severa examples of
accelerated company profitability because of accelerated worker engagement.

Searching more broadly, the proof surrounding degrees of engagement global paints a
terrible photo; in Japan and Singapore degrees of engagement are as low as nine per cent,
and ranges of those ‘now not engaged’ are as excessive as eighty two in step with cent in
Singapore and Thailand (Johnson 2005). Such findings imply that one size does now not
suit all in terms of motivating personnel to interact with their organisation and work. That is
in element due to differences in lifestyle, values, politics, control styles and the economic

45
system. The ones managing throughout borders have to be fully aware about what leads to
engagement inside the nations wherein they are running; Antecedents of engagement which
paintings inside the host u . S . May additionally have no impact, or the contrary impact, in
different countries.

There is clear proof inside the mental literature of the effect of individual differences on
work overall performance. Kahn (1990) recommended that man or woman variations shape
a person’s nature, which in turn, impacts their capability to for my part have interaction or
disengage in all or a few sorts or position performances. Moreover, belief and personality
had been recommended to be key affects on how people reply, thus shaping and directing
how engaged they are evidence also suggests that employee engagement is related to
emotional experiences and health (may also et al 2004). Researchers have discovered that
emotional elements are linked to an individual’s private satisfaction and the experience of
concept and confirmation they get from their work and from being a part of their
corporation (Towers Perrin 2003). However a widespread wide variety of employees agree
that their corporation isn't always a good region to paintings, suggesting they're emotionally
sad, whilst others argue feelings should no longer be allowed to float free, and that
personnel are extra effective while their emotions are managed (Holbeche and Springett
2003).

Non-public relationships have additionally been discovered to impact work engagement.

Research has indicated that circle of relatives strain is associated with paintings strain. But,
the causal courting between the 2 variables is doubtful. Relationships in the workplace have
also been determined to have an effect on ‘meaningfulness’, which pertains to engagement.
Locke and Taylor (1990).

Indicated that such findings factor to the relatedness desires people possess, arguing people
who've rewarding interpersonal interactions with their co-workers additionally need to
enjoy more which means in their paintings. Variations in gender have also been determined
to effect how engaged people are. Proof suggests that ladies have a tendency to locate more
fulfilment of their jobs and are more engaged than guys (Johnson 2005), despite the fact
that there's no proof that this locating is not generalisable throughout the globe. However,

46
such findings need to be treated with a few degree of warning. Demographic factors by
myself can't predict an individual’s propensity to be engaged. Extra sizeable right here is
the way wherein people are managed. Control style, worker voice and activity layout
impact on people’s stage of engagement, irrespective of demographic variables.

Engaged personnel have been observed to be almost three instances much more likely to
feel their work lives undoubtedly affected their physical health than the ones employees
who had been actively disengaged, despite the fact that the causal dating among
engagement and wellbeing is doubtful. Though, this doesn't exchange the implication that
engaged personnel are more likely than others to view their jobs as healthful.

An character’s goal to depart their employer is typically regarded as an essential measure of

how they're feeling approximately their work. Engaged personnel are likely to have a
greater attachment to their employer (Schaufeli and Bakker 2004; Truss et al 2006). The
implication of that is twofold. At the same time as enticing personnel can help to reduce an
business enterprise’s turnover and recruitment charges, it has additionally been observed
that the longer personnel live with an employer, the much less engaged they come to be
(Ferguson 2007 and Truss Et al 2006). Such evidence stresses the significance of
engagement and making sure employees are engaged inside the long time in what they do
by means of addressing problems, which have been discovered to remember, in place of
letting the worker-agency relationship grow to be ‘stale’. It's been argued that worker
engagement is best significant if there is a extra true sharing of duty among control and
employees over troubles of substance (Purcell et al 2003).

One of the main drivers of worker engagement turned into found to be employees having
the possibility to feed their perspectives upwards. The evidence surrounding whether or not
employers offer sufficient opportunities for comments is blended. Critics argue in which
worker involvement projects do exist, control nevertheless resides within the arms of
management, With very restrained energy being given to personnel. Nonetheless, research
indicates wherein personnel have been given manipulate over a way to do their work,
they're much more likely to cognizance harder on what they may be doing. Engaged
employees also are more likely to show discretionary behaviour. Engagement has been

47
located to be closely linked to emotions and perceptions round being valued and worried,
which in flip generates the sorts of discretionary attempt that result in more suitable overall
performance (Konrad 2006). Such evidence means that control needs to share control and
permit personnel to steer critical selections. If they do not, they risk having a staff, which is
not, and can not be, engaged.

Suggestion

1. The younger crowd is the important supply of marketplace for the call taxi
carrier issuer. They may be attracted in the direction of the offers and coins
discounts.
2. The drivers and the decision center executives are to gain knowledge of in nicely in
verbal exchange and multi-linguistic skillability to attract new markets.
3. The carrier vendors shall offer extra facilities and for his or her privileged clients.
They drivers are to be nicely educated on numerous routes and riding efficiency, so
that they keep promptness in reaching the location and guiding the customers.
4. The tariff charges are bit better as felt through the clients, mainly at some point of
the peak hours, they are able to follow competitive pricing strategy, and it must be
made clean to the passengers.
5. The clients also are to be knowledgeable with increase reserving facility and
privileges of reserving earlier, instead of opting ride now, as it results in dis-
pleasure at times.
6. The infrastructure centers are to be multiplied to give the passengers to first-class
tour. Some of the commonplace recommendations supplied by means of the clients
from the survey are like, to preserve cleanliness of the vehicle, the automobile needs
to be nicely painted, proper grooming of the drivers, automobile sticky label (logo),
well versed in direction, Card payments, reductions, and so forth.

48
 6. RESULTS DISCUSSIONS & RECOMMENDATION

Chi-Square test -1

H0: there is no big courting between gender and the delight closer to the decision taxi
services.

H1: there may be sizeable dating among gender and pride in the direction of the decision
taxi offerings.

The test suggests that there may be no sizable difference between gender and pride in the
direction of the call taxi offerings.

Chi-Square Table -1

The values chi rectangular = 2.65, p = 0.265, denotes that considering that p-fee is more
than as a result, it is concluded that there is no dating among gender and the pleasure in the
direction of the decision taxi offerings.

Chi-square check -2

H0: The choice in the direction of Taxi or public delivery does no longer rely on the age of
the respondents.

49
H1: The choice in the direction of Taxi or public transport rely upon the age of the
respondents.

The test suggests that there is no giant difference among the desire towards Taxi or Public
transport in phrases with the age of the respondent.

Chi-square Table-2

The values chi square = zero.677, p = 0.996, denotes that on the grounds that p-cost is
greater than hence, it is concluded that there may be no relationship among age and the
preference in the direction of the type of transport.

Recommendation

This review suggests that employee engagement is a significant assemble this is certainly
worthy of future research. One region in need of investigation is the predictors of
engagement. At the same time as may et al (2004) discovered predictors related to the three
mental situations of engagement recognized by means of Kahn (1990), the evidence
suggests that those predictors can best impact the sort of conditions at a time, for this
reason calling for the need to uncover predictors which affect engagement as an entire.
There are different variables that could additionally be important for worker engagement.
For instance, HR practices which includes bendy work preparations, Education
programmes, and incentive rewards may also be vital for worker engagement.

50
Destiny research may want to encompass a broader range of predictors which are
associated with specific styles of engagement. Accordingly, destiny research should try to
flesh out the kinds of elements that are the maximum critical for engagement in one-of-a-
kind roles, jobs, businesses and groups. proof indicates that new employees rating the
highest on stages of engagement, which might also In part be due to the optimism and
enthusiasm they experience upon beginning a new job.

Further research is needed to decide exactly which attitudes they own at this degree and
what factors they may be so tremendously engaged with of their work. Once those have
been identified, managers can attempt to keep that high level of engagement personnel
experience on the starting in their employment during their whole duration of employment
through knowledge sincerely what predicts engagement for those individuals. Whilst
employee engagement surveys are actually being used by many businesses, which includes
the survey used by the Gallup employer, it may be argued that surveys fail to expose which
Particular moves may be taken to help personnel become more engaged. Therefore, it's far
cautioned that destiny researchers must create and use ‘actionable’ surveys, whereby the
effects suggest not just ranges of engagement, but also wherein the hassle regions lie and
what, in an employee’s opinion, need to be accomplished to get rid of the obstacles to
engagement. A similarly consideration is that worker surveys have to be supported by way
of interviews and contextual analysis in an effort to gain a extra holistic view on
engagement and the way it is being managed inside extraordinary organisational settings.

Much of the studies to this point has concentrated on companies inside the US, even though
the CIPD and The Roffey Park Institute based in the uk have made a considerable
contribution to unearthing employee engagement levels within the united kingdom. Even
though the Gallup agency has performed studies in several countries, there's nonetheless a
need for studies to pay attention in intensity on other nations during the arena.

Moreover, the way wherein studies is performed for the duration of the arena differs from
USA to united states of america. While the variations in size are to be predicted given the
confrontation surrounding what engagement sincerely is, it makes it very difficult to
examine. The engagement results reliably, whether the comparison is among organizations,

51
occupations, sectors or international locations. When an element of an company is
measured, be it monetary or humans associated, maximum organisations will need to
realize how they examine with others. This suggests future research must recognition on
creating a general degree of engagement to allow corporations to peer how they degree as
much as different corporations alongside a easy set of essential paintings characteristics.

Destiny studies may also remember man or woman variations as variables that could are
expecting worker engagement. Numerous personality variables, inclusive of shallowness,
had been determined to be related to the idea of ‘burnout’; so this could also be essential for
engagement, given that engagement is the superb antithesis of engagement. There may be
also some proof based totally on social alternate theory, which suggests that individuals
with a robust change ideology are more likely to feel obliged to go back the advantage
bestowed to them. Consequently, the dating between numerous predictors and engagement
is probably more potent for individuals with a robust change ideology. Future studies
should check the consequences of alternate ideology. For the relationship between
predictors and engagement.

A final area for future studies is to examine the ability impact of managerial interventions
on employee engagement. There is already a few existing evidence which suggests that
alternate-inducing interventions can remind employees of a experience of responsibility
making them sense obliged to reciprocate (Ganzach et al 2002). Therefore, future studies
ought to inspect the extent to which interventions can create a sense of obligation that leads
to people to reciprocate with higher stages of engagement. As an instance, verbal exchange
turned into discovered to be a key motive force of engagement, so training managers on the
way to speak efficiently might be effective for enhancing perceptions of involvement and a
feel of belonging. Interventions in job layout, which offer employees with more autonomy
and freedom as properly as profession management interventions, might also be powerful.
Those are likely to be worthwhile areas for destiny studies due to the developing interest
organisations have in improving employee engagement, and might address the hassle of
most people of personnel being disengaged or not engaged.

52
The evaluate has also revealed some practical implications for control to keep in mind in
terms of the layout of jobs and members of the family with employees. The outcomes of
many engagement surveys indicate low ranges of engagement among personnel. The proof
suggests social trade at paintings and aid are what employees would like. Consequently,
corporations that wish to enhance employee engagement have to cognizance on employees’
perceptions of the assist they receive from their agency. Firms which conduct surveys and
Suggestion programmes, for example, deal with employees’ wishes and issues and people
which give bendy operating arrangements, as an instance, demonstrate being concerned and
assist; all of which may additionally reason employees to reciprocate with higher stages of
engagement.

Studies evidence shows that engagement and an worker’s aim to stay with their company
are inspired through the relationships held at paintings and the behaviours skilled.
Consequently, management must be able to develop a feel of community and ensure
favourable behaviours are displayed, which includes trusting personnel through giving
them autonomy to make their very own choices. But, the literature indicates that it isn't
always simply what managers do this is essential; collegial members of the family also are
crucial. Discretionary behaviour has been discovered to be an important element this is
correlated with engagement. But, a full-size majority find their skills are not fully utilised
inside the workplace and possibilities to have interaction in discretionary behaviour are
denied. This again indicates that management need to pay more attention to activity design,
developing extra possibility for people to make contributions.

Research on emotions and health factors to a hyperlink between nice feelings at work and
stages of engagement. Furthermore, if control pay near interest to happiness at work, they
may gain from nicely-functioning employees, while at the equal time improving the
prospect of future resourcefulness. Establishments are more likely to peer results through
fostering superb emotions instead of in reality targeting terrible feelings and coping with
troubles.

It's miles evident that giving personnel the possibility to feed their perspectives and
opinions upwards is a key driver of employee engagement. Similarly, employees need to be

53
saved ‘within the know’ approximately what's happening in their employer. Human beings
want a experience of involvement with their

Organisation. Employers can increase worker engagement by means of going beyond

downward communique and making sure that humans are not simply dealt with as
personnel; as a substitute they have to be handled as valued individuals, because the
research on individual differences suggests. Research has shown that there may be a link
between ranges of engagement and organizational performance. Human useful resource
practices that have a sturdy recognition on humans have tested. A considerable effect on
enhancements in productivity, pleasure and monetary overall performance. Similarly,
engagement wishes to be viewed as a extensive organisational method that includes all
stages of the business enterprise (Frank et al 2004), a string of movements and steps (Shaw
2005), Which require the contribution and involvement of organisational contributors
(Robinson et al 2004), as well as constant, continuous and clean communications (Truss et
al 2006).

54
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2. www.olacabs.com/

QUESTIONNARIES

1. What is your age?

 18 to 24

 25 to 34

 35 to 44

 45 to 54

 55 to 64

 65 to 74

 75 or older

2. Do you prefer Traditional Fare Negotiation?

 Yes

60
  No

3. Which online Cab Aggregator do you typically use?

 OLA Cabs

 Uber

 Meru Cabs

 Easy Cabs

 Savaari.com

 Mega Cabs

 Tab Cab

 Wings Radio Cabs

 Cel Cabs

 ixago Cabs

 Lithium Cabs

 Others

4. Do you prefer to use Traditional Billing Methods? (Taxi/Auto Meters)?

61
  Yes

 No

5. Which of the following would be better billing method for online Cab / Taxi or
Auto Transportation?

 Traditional Meter

 Distance & Transit Billing - GPS

 Others or Suggestions (please specify)

6. Safety and Security Feature would help?

 GPS Tracking Device Connected on the Vehicle to help track the actual
location.

 CCTV Camera to Monitor the Drivers Behavior.

 Panic App Option - User / Driver / Operator.

 All Above or Others or Suggestions (please specify)

7. Do you prefer to compare all Cab Operators availability and transparency on

fares from a Unified Platform?

 Yes

62
  No

8. Do you think unified Platform will help find a Safe, reliable and cheaper online
Transportation.

 Yes

 No

9. Which factor is most important to you when choosing a form of transportation?

 Price (affordability) and transparency

 Ease of use (convenience)

 Safety & Security

 All of the Above

 Other (please specify)

10. How often do you use a licensed taxi/private hire vehicle?

 Daily 1 Less than once per week

 1 – 4 times per week 5 Once per month or less

 1 – 2 times per week

63
11. Does the driver always set the meter at the start of the journey to show the
maximum permitted fare he/she is allowed to charge?

 Yes

 No

12. Do you think that taxis within the Borough are easily identifiable?

 Yes

 No

13. Do you think that the Council should consider a standard colour of vehicle
which it will licence as a taxi?

 Yes

 No

14. Do you think that all taxis within the Borough should be purpose built (ie, black
cabs)?

 Yes

 No

15. Do you think taxi fares are reasonable?

 Yes

64
  No

16. Do you need a companion with you when you travel?

 Yes
 No

17. Can you transfer from a wheelchair to a car seat?

 Yes
 No

18. Would you benefit from the front passenger seat being a ‘swivel seat’ when you access
a

vehicle?

 Yes
 No

19. Do you need assistance when you enter or leave a vehicle?

 Yes
 No

20. What funding is used to provide the taxi-based service besides rider fares?

 Federal transit funds

 State transit funds
 Local funds
 Human service agency(ies) funds

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 APPENDIX :

Appendix A :

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 Table: Ola vs Uber Operating Metrics

Appendix B :

67
 Figure: Levels of Relationship Strategies

Appendix C :

68
 Figure: Porter’s Five Forces Model for Ola

Appendix D :

I am usually attracted by cash back & discounts on rides

69
Appendix E :

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a). Daily commute to work

b). Meetings

c). Airport & Railway Station

71