INDEPENDENT UNIVERSITY, BANGLADESH

SEMESTER PROJECT
BUSINESS RESEARCH METHOD
BUS 485 | Section 04
Submitted by: GROUP C
Name ID
Abdulla Al Sajid 2021858
S.M. Sadman Haque 2021151
Manzila Sultana 1921636
S.M. Yaminur Rahman 2021120
Md. Shadid Bin Alam Showmik 2022389

DATE OF SUBMISSION:
09th April, 2023

SUBMITTED TO:
Prof. Dr. Md. Mamun Habib
Professor
School of Business
Independent University, Bangladesh

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 LETTER OF TRANSMITTAL

09th April, 2023

Prof. Dr. Md. Mamun Habib
Course Instructor,
School Of Business,
Independent University, Bangladesh
Subject: Research paper on Factors threatening for passengers who use ride-sharing services in
Dhaka: A study on young users' perspectives

Dear Sir,
It is our great pleasure to present you with our analysis and conclusions on factors threatening for
passengers who use ride-sharing services in Dhaka: A study on young users' perspectives. We
have all put in our best efforts throughout this entire report, and we have presented all pertinent
facts on this study. We feel that our report will provide a clear understanding of the feasibility of
our research.

We all worked hard to gather the necessary information, and we will be pleased to answer any
questions you may have in order to properly comprehend it. Thank you for all of your assistance
and support this semester.

We would also like to take this opportunity to put forward our most heartfelt gratitude for giving
us this opportunity. We hope you find this report satisfactory.

Your sincerely,
Group C

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 ACKNOWLEDGEMENT

We would like to convey our heartfelt appreciation to Prof. Dr. Md. Mamun Habib sir for giving
us an opportunity to work on this research. This paper has aided in the development of our
analytical talents as well as the expansion of our information, skills, and research abilities.

It has been a delight to work on this research paper and see it through to completion. This work
would not have been possible without the guidance of our esteemed staff. We would also want to
thank everyone who has assisted us, both directly and indirectly, in completing this work.

We are also grateful to those who contributed to our study methodology by contributing valuable
information, data, and analysis.

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 TABLE OF CONTENTS
Letter of transmittaL....................................................................................................................................................... 3
Acknowledgement .......................................................................................................................................................... 4
1 Chapter 1: Generalities to the Study ...................................................................................................................... 6
1.1 Introduction................................................................................................................................................... 6
1.2 Research Objective ....................................................................................................................................... 8
1.3 Scope of Research......................................................................................................................................... 8
1.4 Significance of the Study .............................................................................................................................. 8
2 Chapter 2: Literature Review ................................................................................................................................ 9
2.1 Background of the Study .............................................................................................................................. 9
2.2 Literature Review ......................................................................................................................................... 9
3 Chapter:3 Research Methodology ....................................................................................................................... 10
3.1 Methods of Research Used ......................................................................................................................... 10
3.2 Respondents & Sampling Procedures ......................................................................................................... 10
3.3 Research Instruments/ Questionnaire ......................................................................................................... 11
3.4 Collection of Data ....................................................................................................................................... 11
3.5 Statistical Treatment of Data ...................................................................................................................... 11
4 Chapter:4 PRESENTATION OF DATA & CRITICAL DISCUSSION OF RESULT ...................................... 12
4.1 Reliability Analysis .................................................................................................................................... 12
4.2 Scale: All Variables .................................................................................................................................... 12
4.3 Reliability Statistics: Cronbach's Alpha ..................................................................................................... 12
4.4 Frequency Statistics: ................................................................................................................................... 13
4.5 Frequency Table and Pie Chart: ................................................................................................................. 15
4.6 Descriptive Analysis And Statistics analysis splited by male and female in overall part .......................... 42
5 Chapter 5 SUMMARY, Conclusion & recommandation.................................................................................... 50
5.1 Summary of Findings ................................................................................................................................. 50
5.2 Conclusion .................................................................................................................................................. 51
5.3 Further Study .............................................................................................................................................. 51
6 BIBLIOGRAPHY ............................................................................................................................................... 52
7 APPENDIX: QuestionnaIres ............................................................................................................................... 53

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1 CHAPTER 1: GENERALITIES TO THE STUDY
1.1 INTRODUCTION

A ride-sharing service is used to get from one location to another. Mobility refers to getting
from point A to point B, allowing individuals to access social and economic opportunities, and it
is a measure of a city's quality of life. It is fundamental to the basic operation of cities. Yet, the
mobility of urban people has been hampered by population increase, increased traffic jams, and
the difficulty of getting into ill-equipped public transportation. Many city dwellers' incomes have
increased, while others have remained constant. Earnings growth resulted in more private
transportation, which resulted in higher traffic jams. The public is suffering the most because of
this condition. These individuals require a convenient and cost-effective mode of transportation.
Public transportation is inconvenient, and private transportation is extremely expensive. Getting
into private transportation nowadays is extremely difficult and risky, as well as time consuming.
Private transportation is rarely an option when it comes to arriving at a location on time despite
heavy traffic. In these circumstances, ride-sharing services have emerged as a magical lamp for
urban dwellers, but it has now become clear that this lamp has its own shortcomings. A ride-
sharing service is one in which two or more people use the same mode of transportation to reach
their destination. [1] An application is used to operate the ride-sharing service. Anyone with an
email address or mobile number can download this software for free from the Apple Store or
Google Play store. They will then access the app's user interface, look for their preferred form of
transportation, and call it. The user's location will be determined by the driver using GPS. While
the use of ride-sharing services has tremendously expanded, it has also brought forth many
alarming concerns. Customer safety & customer satisfaction are the dependent variables in this
study, whereas demographics, safety & security measures, payment systems, and service systems
are the independent variables. Safety (Dependent variable) when using ride-sharing services can
vary according to different demographics (Independent variable). It's possible that, in our social
context, more women than males experience harassment when using ride-sharing services. The
author examined variables related to ride-sharing security concerns in paper [2].

Dhaka, the capital city of Bangladesh, is a bustling metropolis that is home to over 21 million
people. Unfortunately, this rapid urbanization has led to a significant increase in traffic
congestion, causing a loss of working hours and productivity for many city dwellers. To tackle
this issue, ride-sharing services have become an increasingly popular mode of transportation.
These services offer an efficient and cost-effective way to navigate through the city's crowded
streets and reach your destination on time. However, the growing popularity of ride-sharing
services has also raised concerns about their safety and security, payment systems, and overall
service quality. As more and more people rely on ride-sharing services for their daily commute,
it is imperative to address these concerns to ensure the safety and satisfaction of customers.

In recent years, the ride-sharing industry in Dhaka has seen a remarkable surge in demand, with a
growing number of commuters choosing services such as Uber and Pathao as their go-to mode of
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transportation. As a result, ride-sharing services have transformed the city's mobility landscape,
becoming a vital component of its transportation infrastructure. Despite the advantages of ride-
sharing services, such as cost-effectiveness and reduced travel time, concerns regarding the
safety and security of riders have also emerged. These concerns have become a crucial issue for
both the service providers and customers, as safety and security are essential components of any
transportation service.

This study aims to address several key issues associated with ride-sharing services in Dhaka.
Firstly, the study will examine the potential threats and risks related to ride-sharing payment
systems, such as fraudulent and unauthorized charges, to better understand the safety and
security concerns of customers. Secondly, the study will investigate the three main factors that
impact customer satisfaction with ride-sharing services, namely speed, cost, and convenience. By
analyzing these factors, the study aims to highlight the gaps between customer expectations and
the actual service provided by ride-sharing companies.

To ensure a comprehensive analysis, this study will focus on young people, including students
and employees, who are the primary users of ride-sharing services like Uber and Pathao in
Dhaka. However, it's essential to note that while this group represents a significant portion of the
market, other demographic groups may have different perspectives and experiences that are not
captured in this study. Ultimately, the goal of this research is to provide valuable insights into
how ride-sharing services can improve their safety measures, overall customer experience, and
meet the needs and expectations of their customers.

One significant limitation of this study is that it solely focuses on the viewpoints of young
individuals who primarily use ride-sharing services. Although this demographic represents a
sizable portion of the ride-sharing market, there are other demographic groups with varying
perspectives and experiences that are not reflected in this study. This limitation underscores the
need for additional research that can provide a more comprehensive understanding of the
attitudes and behaviors of different customer groups towards ride-sharing services in Dhaka.

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1.2 RESEARCH OBJECTIVE

The following are the study's specific objectives:

I. To examine the & explore the threatening factors associated with ride-sharing services.
II. To explore the variables that discourage customers from using ride-sharing services and
hamper customer satisfaction.

1.3 SCOPE OF RESEARCH

This study will collect primary data from 50+ respondents aged 18 to 27 and above using the
descriptive research method and a survey questionnaire. This study will not include data from
responders under the age of 18 because it is not safe for them to use Pathao Bike at such a young
age, and the concept of teenagers using ride sharing services is not well established in our
society. This survey will gather information from the young generation in any occupation,
including students. The ride-sharing service is used by the young generation. Here, Customer
safety & customer satisfaction are the dependent variables, whereas demographics, safety and
security measures, payment systems, and service systems are the independent variables. Because
Dhaka is the heart of educational institutions and workplaces, the data gathering method will be
confined in Dhaka. Ride sharing services are widely used in Dhaka.

1.4 SIGNIFICANCE OF THE STUDY

This research will give insight about the threatening factors towards passengers who use ride-
sharing services, allowing customers to be aware of the risks associated with ride-sharing
services so that they can make informed decisions, and allowing the company to be aware of
what is happening with passengers while they are using their service. Companies will be able to
take the required measures to ensure the safety of consumers, resulting in customer satisfaction
and profit for ride-sharing service companies. Besides safety and security, other factors such as
speed, convenience, and service quality have a significant impact on consumer satisfaction. This
study will investigate the factors that are sometimes overlooked when it comes to customer
satisfaction among individuals who use ride-sharing services. This insight will provide ride-
sharing companies with a notion of which areas they should improve to preserve client
satisfaction, resulting in customer retention, new customers, and increased profit.

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2 CHAPTER 2: LITERATURE REVIEW
2.1 BACKGROUND OF THE STUDY

The concept of ride sharing is not very old. When companies like uber, side. Car started this
service in the beginning of the last decade, it quickly became popular in Bangladesh. In 2016, the
journey of ride sharing service started in Bangladesh through two companies, Uber and Pathao.
After which some other companies including Shohoz, Obhai are providing this service. Dhaka's
busiest roads are congested & jam prone. And to avoid this traffic jam, ride sharing, especially
motorbike ride sharing, has become very popular among working people, college and university
students. The population growth of Dhaka city is growing around 3% to 4% per year and the
population will be around 38 million by 2025 as per STP and RSTP reports. This will increase
the commuter demand around 65 million per day. There are about 2 lakh ride sharing vehicles in
Bangladesh, most of which are motorbikes. Most of these ride sharing vehicles are providing
service in Dhaka. And the demand for ride sharing service still increasing day by day.

2.2 LITERATURE REVIEW

Currently, ride sharing services are becoming very popular as an alternative to public
transportation in Dhaka city. In many cases this service was positively affecting customers. But
on the other hand, with the expansion of ride sharing services, various problems and threatening
factors were emerging. Which was adversely affecting passengers in various ways. As the
demand for ride sharing services was increasing day by day, these threats were also increasing.

The Author of the [4] tried to focus on the security issues regarding ride sharing services. This
research paper shows that the percentage of ride sharing vehicles were increasing at the same
time as these services became more popular, security concerns are also on the raised. Also,
Passengers have been reporting incidents of reckless driving and misused of personal
information. Despite these concerns, research indicates that users trust these services and often
opt for them over public transportation alternatives. It could be Helpful for ride sharing
companies to identify areas for improvement and for users to make informed decisions about
their safety.

The author of the [5] conducted research on ride sharing service factors that are affecting ride
sharing service. The survey was conducted on Dhaka, Narayanganj, Narshingdi, and Gazipur.

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This paper proved that if they want to make the customer more satisfied than before they can
reduce the cost, increase the convenience and follow all the rules and regulations. The author
empirically and statistically proved that cost reduction, increasing convenience of the service
along with improving service quality, safety driving and confidentiality of personal information
can positively impact on customer satisfaction.

As per observation Author of the [6] conducted a survey from 2018 to 2020 in Dhaka to identify
the factors that encourage people to use App-based ride-sharing services. The research team
surveyed 120 individuals and analyzed their responses using the SPSS statistical software. The
study revealed that all of the variables examined (comfort, promotion, reliability, security, and
technology) had a positive correlation with utility. However, the drawbacks of security,
reliability, comfort are missing in this research. What is missing here is how these drawbacks
negatively affect passengers. If these factors were added, it would be clear that these service
providers need to improve in some areas.

3 CHAPTER:3 RESEARCH METHODOLOGY

3.1 METHODS OF RESEARCH USED

For this project, Descriptive Research Type has been followed. Our survey employed descriptive
research methods, which seek to describe populations, circumstances, or phenomena accurately
and systematically. Descriptive research typically involves questions that ask "what," "where,"
"when," and "how," but not "why." Our survey included more questions related to the Likert
Scale. Hence, it can be said that our research was Descriptive Research.

For methods, Survey Research Technique has been used as the primary data. For secondary data,
various newspapers and journals have been used.

3.2 RESPONDENTS & SAMPLING PROCEDURES

In our survey, we received responses from 53 people. Most of them were known people. The fact
that most of the respondents knew, it can be said that we used Probability Technique in this
research project.

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3.3 RESEARCH INSTRUMENTS/ QUESTIONNAIRE

In the survey questionnaire, we have used Simple Attitude Scale, Category Scale, and Likert
Scale. With the use of some variables such as, Customer Satisfaction, Payment System, Ride
Fare, Efficiency, we were able to make 21 questions for the questionnaire.

3.4 COLLECTION OF DATA

Questionnaires were distributed among the respondents. Based on those responses the research
report was analyzed. So, the data from the survey is the primary data of this report. For primary
data, known people were reached and the response was collected from those who use ride-
sharing services at least once. We used Door-to-door technique of Personal Interviews and
Internet Survey technique of Self-administered Questionnaire. Besides these, company
information, industry information, previous researches – these were taken from various
newspaper and journals. So, here is the secondary data of this report.

3.5 STATISTICAL TREATMENT OF DATA

For this project, we have used 2 statistical tools: 1. SPSS, and 2. Excel

At first, the survey information was collected, and they were recorded in the SPSS software as
input and after that those data were analyzed and from there the outputs were analyzed. The
outputs were Cronbach’s Alpha, Frequency and Percentages, Standard Deviation. They are
represented through 2 tables and 1 pie chart. After getting those outputs, they were taken to excel
for organizing then more so they seem more presentable.

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4 CHAPTER:4 PRESENTATION OF DATA &
CRITICAL DISCUSSION OF RESULT
4.1 RELIABILITY ANALYSIS

The research approach's reliability is determined by the consistency of its results, which can be
measured by the coefficient alpha or Cronbach's Alpha. In this case, our Cronbach's Alpha score
is .677, which is considered acceptable for ensuring data dependability.

4.2 SCALE: ALL VARIABLES

Case Processing Summary

N %
Cases Valid 53 100.0
Excluded 0 .0
Total 53 100.0
a. Listwise deletion based on all variables in the procedure.

4.3 RELIABILITY STATISTICS: CRONBACH'S ALPHA

Reliability Statistics
Cronbach's Alpha N of Items

.677 21

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4.4 FREQUENCY STATISTICS:

Part-01 Please indicate your Which of the following age What is your Occupation?
gender? groups are you in?

N Valid 53 53 53
Missing 0 0 0
Mean 1.36 2.36 1.40
Median 1.00 2.00 1.00
Std. Deviation 0.484 0.682 0.947
Variance 0.234 0.465 0.898
Minimum 1 1 1
Maximum 2 4 5

Part-02 How [How [How satisfied [How [How Have you

often do satisfied are are you with the satisfied are satisfied are ever
you use you with the condition of the you with the you with experienced
Ride- behavior of vehicle used by helmet and drivers any
sharing the rider ride-sharing safety gears wearing harassment
service? during your services in provided by certified by the
ride?] Dhaka?] the rider?] helmets and riders?
safety gear?]
N Valid 53 53 53 53 53 53
Missing 0 0 0 0 0 0
Mean 2.83 3.40 2.98 2.70 2.83 1.81
Median 3.00 4.00 3.00 3.00 3.00 2.00
Std. Deviation 0.995 1.025 1.065 1.218 1.252 0.395
Variance 0.990 1.052 1.134 1.484 1.567 0.156
Minimum 1 1 1 1 1 1
Maximum 4 5 5 5 5 2

Part-03 How satisfied are How satisfied How Have you ever Have you ever
you with the are you with satisfied are experienced experienced any
available payment the fare you with the payment unauthorized or
options? charged by acceptance processing fraudulent charges
ride-sharing of digital delays due to when using ride-
services? payment technical sharing services?
(After the methods by glitches?
price hike of the riders?
fuel)
N Valid 53 53 53 53 53
Missing 0 0 0 0 0
Mean 3.15 2.55 2.92 2.21 2.26
Median 3.00 3.00 3.00 2.00 3.00
Std. Deviation 1.026 0.911 1.328 0.793 0.858
Variance 1.054 0.829 1.763 0.629 0.737
Minimum 1 1 1 1 1
Maximum 5 4 5 3 3

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Part-04 Do you How How How Have you How often How often do
think ride- satisfied are satisfied satisfied are ever been do you get riders cancel on
sharing you with the are you you with the insisted picked up you after
services in availability with the user by a rider and dropped making you
Dhaka of ride- response interface of not to use off at your wait?
need to sharing of the ride- ride-sharing ride- chosen pick
improve services in sharing apps? sharing up and drop
their Dhaka? company apps? off points?
services in when you
terms of reported
safety, an issue
security, during
and your ride
customer
service
N Valid 53 53 53 53 53 53 53
Missing 0 0 0 0 0 0 0
Mean 4.11 3.19 2.79 3.34 2.15 3.70 2.87
Median 5.00 3.00 3.00 3.00 2.00 4.00 3.00
Std. Deviation 1.155 1.128 1.150 1.126 0.907 1.249 0.962
Variance 1.333 1.271 1.321 1.267 0.823 1.561 0.925
Minimum 1 1 1 1 1 1 1
Maximum 5 5 5 5 3 5 5

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4.5 FREQUENCY TABLE AND PIE CHART:

Part: 01 (Demographic)

Please indicate your gender?

Frequency Percent Valid Percent Cumulative Percent

Valid Male 34 64.2 64.2 64.2

Female 19 35.8 35.8 100.0
Total 53 100.0 100.0

Please indicate your gender

36% Male
64% Female

According to the survey we have 53 respondents. From the respondents 34 are male and rest
of the 19 are female. As we followed probability sampling so that 53 respondents use ride
sharing service.

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Which of the following age groups are you in?
Frequency Percent Valid Percent Cumulative Percent

Valid 18-20 4 7.5 7.5 7.5

21-23 28 52.8 52.8 60.4
24-26 19 35.8 35.8 96.2
27 and above 2 3.8 3.8 100.0
Total 53 100.0 100.0

Percent
4%

7%
18-20
36% 21-23
24-26
53% 27 and above

Among the total respondents, the majority number of 28 respondents belong to the (21-23)
age group which is 52.8 percent of the total respondents. Then the second highest number of
19 respondents belong to the (24-26) year’s group which is 35.8 percent of the total
respondents. The remaining respondents belong to the (18-20) and 27 and above age groups.

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 Which of the following age groups are you in?
Frequency Percent Valid Percent Cumulative
Percent
Valid 18-20 1 2.9 2.9 2.9
21-23 15 44.1 44.1 47.1
24-26 17 50.0 50.0 97.1
27 and above 1 2.9 2.9 100.0
Total 34 100.0 100.0

a. Please indicate your gender? = Male

Percent
3% 3%

44%
50%

18-20 21-23 24-26 27 and above

The age group with the most male respondents was 24-26, with half of the respondents falling
in that range. The 21-23 age group was a close second, with 44.1% of male respondents in
that range.

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 Which of the following age groups are you in?
Frequency Percent Valid Percent Cumulative Percent
Valid 18-20 3 15.8 15.8 15.8
21-23 13 68.4 68.4 84.2
24-26 2 10.5 10.5 94.7
27 and above 1 5.3 5.3 100.0
Total 19 100.0 100.0

a. Please indicate your gender? = Female

Percent

5%
11% 16%

68%

18-20 21-23 24-26 27 and above

The majority of female respondents (68.4%) fell into the 21-23 age group.

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 What is your Occupation?
Frequency Percent Valid Percent Cumulative Percent

Valid Students 43 81.1 81.1 81.1

Employed 6 11.3 11.3 92.4

Self-employed 3 5.7 5.7 98.1

Unemployed 1 1.9 1.9 100.0

Total 53 100.0 100.0

What is your Occupation?

1, 2%
3, 6%

6, 11%
Students
Employed
Self-employed
Unemployed
43, 81%

Out of total 53 respondents 28 are students which is 81.1% of total respondents. This is
followed by the posit

ion of employed respondents. 6 respondents are employed which is 11.3% of the total
respondents. Out of remaining 3 respondents 2 are entrepreneurs and one is unemployed.

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 What is your Occupation?
Frequency Percent Valid Percent Cumulative
Percent

Valid Student 25 73.5 73.5 73.5

Employed full-time 4 11.8 11.8 85.3

Employed part-time 2 5.9 5.9 91.2

Self-employed/Entrepreneur 2 5.9 5.9 97.1

Unemployed 1 2.9 2.9 100.0

Total 34 100.0 100.0

a. Please indicate your gender? = Male

2.9
5.9
5.9

11.8

73.5

Student Employed full-time Employed part-time Self-employed/Entrepreneur Unemployed

According to the survey results, the occupation of most male respondents was student, with
73.5% falling into this category.

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 What is your Occupation?
Frequen Percen Valid Cumulative
cy t Percent Percent
Valid Student 18 94.7 94.7 94.7
Self- 1 5.3 5.3 100.0
employed/Entrepr
eneur
Total 19 100.0 100.0

a. Please indicate your gender? = Female

19%

81%

Student Self-employed/Entrepreneur

Almost all female respondents (94.7%) reported being students.

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Part-2 (Safety & Security Issue)

How often do you use Ride-sharing service?

Frequency Percent Valid Percent Cumulative Percent

Never 0 0 0 0

Most Often 16 30.2 30.2 30.2

Valid
Frequently 15 28.3 28.3 58.5
Rarely 22 41.5 41.5 100

Total 53 100 100

How often do you use Ride-sharing service?

0%

30% Never
42%
Most Often
Frequently
Rarely

28%

We asked 53 respondents and found that 48 (90.6%) of the total respondents use ride sharing
services. Out of which 5 (9.4%) respondents have never used ride sharing services which is
very less in number. Among them 16 (30.2%) respondents use this service most- often. And
the number of respondents who use it frequently is 15 people (28.3%). However, the number
of respondents who use it rarely are 17 (32.1%) of the total respondents. So, from the above
data we can say that most of the respondents have experienced this service.

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 How often do you use Ride-sharing service?
Frequency Percent Valid Percent Cumulative Percent
Valid Never
Most often 9 26.5 26.5 32.4
Frequently 15 44.1 44.1 70.6
Rarely 10 29.4 29.4 100.0
Total 34 100.0 100.0

a. Please indicate your gender? = Male

Percent
0%

29% 27%

44%

Never Most often Frequently Rarely

Ride-sharing services are frequently used by 44.1% of male respondents, while 29.4% use
them rarely and 26.5% use them most often, according to a survey.

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 How often do you use Ride-sharing service?
Frequency Percent Valid Percent Cumulative Percent

Valid Never 0 0 0 0
Most often 7 36.8 36.8 36.8
Frequently 5 26.3 26.3 63.2
Rarely 7 36.8 36.8 100.0
Total 19 100.0 100.0

a. Please indicate your gender? = Female

Percent

16%

37%

37%

10%

Never Most often Frequently Rarely

Roughly a quarter (26.3%) of female respondents reported using ride-sharing services

frequently, while the rest used them either rarely (36.8%) or most often (36.8%).

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[How satisfied are you with the behavior of the rider during your ride?]
Frequency Percent Valid Percent Cumulative Percent
Valid Very 4 7.5 7.5 7.5
Dissatisfied
Dissatisfied 4 7.5 7.5 15.1
Neutral 17 32.1 32.1 47.2
Satisfied 23 43.4 43.4 90.6
Very Satisfied 5 9.4 9.4 100.0
Total 53 100.0 100.0

The table shows that the largest group of respondents (43.4%) reported being satisfied with
the behavior of the rider during their ride. 9.4% of respondents reported being very satisfied,
while 7.5% of respondents reported being dissatisfied or very dissatisfied with rider behavior.
The remaining 32.1% of respondents reported being neutral with regards to rider behavior
during their ride. Overall, the table suggests that a majority of respondents were satisfied or
very satisfied with the behavior of the rider during their ride.

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[How satisfied are you with the condition of the vehicle used by ride-sharing services in
Dhaka?]
Frequency Percent Valid Percent Cumulative Percent
Valid Very Dissatisfied 4 7.5 7.5 7.5
Dissatisfied 14 26.4 26.4 34.0
Neutral 18 34.0 34.0 67.9
Satisfied 13 24.5 24.5 92.5
Very Satisfied 4 7.5 7.5 100.0
Total 53 100.0 100.0

We can see that the largest percentage of respondents (34%) are neutral about the condition
of vehicles used in ride sharing services. However, 26.4% respondents are dissatisfied &
24.5% respondents are satisfied respectively. From here we can easily see that the number of
unsatisfied respondents is a little bit more than the satisfied ones.

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[How satisfied are you with the helmet and safety gears provided by the rider?]

Frequency Percent Valid Percent Cumulative Percent

Valid Very 10 18.9 18.9 18.9

Dissatisfied
Dissatisfied 14 26.4 26.4 45.3
Neutral 16 30.2 30.2 75.5
Satisfied 8 15.1 15.1 90.6
Very 5 9.4 9.4 100.0
Satisfied
Total 53 100.0 100.0

The table shows that, maximum 30.2% respondents from the overall respondents are neutral
about this helmet and safety gears related safety issues. However, 18.9% and 26.4%
respondents are dissatisfied about this issue.

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[How satisfied are you with drivers wearing certified helmets and safety gear?]

Frequency Percent Valid Percent Cumulative Percent

Valid Very Dissatisfied 11 20.8 20.8 20.8

Dissatisfied 8 15.1 15.1 35.8
Neutral 18 34.0 34.0 69.8
Satisfied 11 20.8 20.8 90.6
Very Satisfied 5 9.4 9.4 100.0
Total 53 100.0 100.0

The table indicates that out of 53 valid responses, 20.8% of respondents were very dissatisfied
with drivers wearing certified helmets and safety gear. 15.1% of respondents were
dissatisfied, while 34% of respondents were neutral with regard to this aspect of ride-sharing
services. 20.8% of respondents were satisfied, and 9.4% of respondents were very satisfied
with drivers wearing certified helmets and safety gear.

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Have you ever experienced any harassment by the riders?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes 10 18.9 18.9 18.9

No 43 81.1 81.1 100.0

Total 53 100.0 100.0

The table indicates that out of 53 valid responses, 18.9% of respondents answered "Yes" to
experiencing harassment by the riders while using ride-sharing services. On the other hand,
81.1% of respondents answered "No" to the same question.

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Part:03 (Paymant Issue)

[How satisfied are you with the available payment options provided by ride-sharing
services?]
Frequency Percent Valid Percent Cumulative Percent
Valid Very 4 7.5 7.5 7.5
Dissatisfied
Dissatisfied 8 15.1 15.1 22.6
Neutral 21 39.6 39.6 62.3
Satisfied 16 30.2 30.2 92.5
Very 4 7.5 7.5 100.0
Satisfied
Total 53 100.0 100.0

Based on table, we can see that a significant percentage of respondents (39.2%) are neither
satisfied nor dissatisfied with the available payment options provided by ride-sharing
services. On the other hand, a considerable number of respondents (30.2%) are satisfied with
these payment options. From which it can be understood that the level of dissatisfaction of
the respondents on this issue is very low.

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[How satisfied are you with the fare charged by ride-sharing services? (After the price hike of
fuel)]
Frequency Percent Valid Percent Cumulative Percent
Valid Very 8 15.1 15.1 15.1
Dissatisfi
ed
Dissatisfi 15 28.3 28.3 43.4
ed
Neutral 23 43.4 43.4 86.8
Satisfied 7 13.2 13.2 100.0
Total 53 100.0 100.0

As it can be seen from the table, only 28.3% of respondents are dissatisfied with the fare
charged by ride-sharing services after the price hike of fuel. However, the majority, 43.4% of
respondents are neutral and have not expressed any level of satisfaction or dissatisfaction. So,
on this issue we can see that the level of satisfaction of the customer respondents is relatively
low compared to dissatisfaction.

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[How satisfied are you with the acceptance of digital payment methods by the riders?]

Frequency Percent Valid Percent Cumulative Percent

Valid Very 12 22.6 22.6 22.6
Dissatisf
ied
Dissatisf 5 9.4 9.4 32.1
ied
Neutral 18 34.0 34.0 66.0
Satisfied 11 20.8 20.8 86.8
Very 7 13.2 13.2 100.0
Satisfied
Total 53 100.0 100.0

The findings show that, the satisfaction level with the acceptance of digital payment methods
by riders is relatively low. Specifically, 22.64% and 9.4% of respondents reported being
dissatisfied, while 34% reported to neutral. Therefore, a total of 65.04% of respondents did
not express satisfaction with the acceptance of digital payment methods by riders.

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 Have you ever experienced payment processing delays when using ride-sharing services due
to technical glitches?

Frequency Percent Valid Percent Cumulative Percent

Valid 1 12 22.6 22.6 22.6

2 18 34.0 34.0 56.6
3 23 43.4 43.4 100.0
Total 53 100.0 100.0

From the Table we can see that, nearly two-thirds of respondents have experienced payment
processing delays when using ride-sharing services due to technical glitches. While 34% have
experienced it only once, and 22.6% have experienced it multiple times.

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Have you ever experienced any unauthorized or fraudulent charges when using ride-sharing
services?
Frequency Percent Valid Percent Cumulative Percent

Valid 1 14 26.4 26.4 26.4

2 11 20.8 20.8 47.2
3 28 52.8 52.8 100.0
Total 53 100.0 100.0

A significant percentage of respondents (47.17%) have experienced unauthorized or

fraudulent charges when using ride-sharing services.20.75% have experienced it only once,
and 26.42% have experienced it multiple times. But slightly more than half of the
respondents have never experienced this issue.

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Part: 04 (Service-Related Issue)

Do you think ride-sharing services in Dhaka need to improve their services in terms of safety,
security & customer satisfaction?
Frequency Percent Valid Percent Cumulative Percent

Vali Strongly Disagree 3 5.7 5.7 5.7

d Somewhat Disagree 2 3.8 3.8 9.4

Neutral 8 15.1 15.1 24.5

Somewhat Agree 13 24.5 24.5 49.1
Strongly agree 27 50.9 50.9 100.0
Total 53 100.0 100.0

The table shows that, majority of respondents (50.94% & 24.53%) in equal 75.47% believe
that ride-sharing services in Dhaka need to improve their services in terms of safety, security,
and customer satisfaction.

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[How satisfied are you with the availability of ride-sharing services in Dhaka?]
Frequency Percent Valid Percent Cumulative Percent
Valid Very 5 9.4 9.4 9.4
Dissatisfied
Dissatisfied 6 11.3 11.3 20.8
Neutral 24 45.3 45.3 66.0
Satisfied 10 18.9 18.9 84.9
Very 8 15.1 15.1 100.0
Satisfied
Total 53 100.0 100.0

According to the survey, majority of the respondents responded neutral regarding the
availability of ride-sharing services in Dhaka, while 11.32% and 9.43% in equal (20.75%) of
respondents were dissatisfied. Overall, the majority of respondents did not express a strong
opinion about the availability of ride-sharing services in Dhaka.

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[How satisfied are you with the response of the ride-sharing company when you reported an
issue during your ride?]
Frequency Percent Valid Percent Cumulative Percent
Valid Very 8 15.1 15.1 15.1
Dissatisfied
Dissatisfied 12 22.6 22.6 37.7
Neutral 21 39.6 39.6 77.4
Satisfied 7 13.2 13.2 90.6
Very 5 9.4 9.4 100.0
Satisfied
Total 53 100.0 100.0

A large proportion of respondents (39.62%) responded neutral opinion about the ride-sharing
company's response to those who reported a problem regarding the ride. However, about 37%
of the respondents were dissatisfied with the response, 22.64% expressed feeling dissatisfied
and 15.09% indicated that they were very dissatisfied.

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[How satisfied are you with the user interface of ride-sharing apps?]

Frequency Percent Valid Percent Cumulative Percent

Valid Very 3 5.7 5.7 5.7

Dissatisfied
Dissatisfied 9 17.0 17.0 22.6
Neutral 17 32.1 32.1 54.7
Satisfied 15 28.3 28.3 83.0
Very 9 17.0 17.0 100.0
Satisfied
Total 53 100.0 100.0

We can see that user satisfaction with the user interface of ride-sharing apps is mixed. While
28.30% & 16.98% of respondents are satisfied, 32.08% are neutral, on the other hand 16.98%
&5.66% of respondents are dissatisfied. Overall, most respondents are neither satisfied nor
dissatisfied.

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Have you ever been insisted by a rider not to use ride-sharing apps?

Frequen Percent Valid Percent Cumulative Percent

cy
Valid Yes, Multiple 18 34.0 34.0 34.0
times
Yes, but only 9 17.0 17.0 50.9
once
No, I have never 26 49.1 49.1 100.0
been insisted not
to use ride-
sharing apps
Total 53 100.0 100.0

According to the table, 34% of the respondents reported that they had been insisted by a rider
not to use ride-sharing apps multiple times, 17% said that they had been insisted only once,
and 49.1% reported that they had never been insisted not to use ride-sharing apps.

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How often do you get picked up and dropped off at your chosen pick up and drop off points?

Frequency Percent Valid Percent Cumulative Percent

Valid Never 5 9.4 9.4 9.4

Rarely 4 7.5 7.5 17.0
Sometim 9 17.0 17.0 34.0
es
Usually, 19 35.8 35.8 69.8
Always 16 30.2 30.2 100.0
Total 53 100.0 100.0

Out of the 53 respondents, 5 (9.4%) reported that they never get picked up and dropped off at
their chosen points, while 4 (7.5%) said they rarely do. 9 (17.0%) of the respondents reported
that this happens sometimes, and 19 (35.8%) said it usually happens. Finally, 16 (30.2%) of
the respondents reported that they always get picked up and dropped off at their chosen
points.

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How often do riders cancel on you after making you wait?
Frequency Percent Valid Percent Cumulative Percent

Valid Never 6 11.3 11.3 11.3

Rarely 8 15.1 15.1 26.4
Sometimes 28 52.8 52.8 79.2
Usually 9 17.0 17.0 96.2
Always 2 3.8 3.8 100.0
Total 53 100.0 100.0

A total of 53 participants responded to this question, and the majority of them (52.8%)
reported that riders sometimes cancel on them after making them wait. About 15.1% of
participants said that it rarely happens, 17% said it usually happens, and 3.8% said it always
happens. Only 11.3% of participants said that riders never cancel on them after making them
wait.

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4.6 DESCRIPTIVE ANALYSIS AND STATISTICS ANALYSIS SPLITED BY MALE AND
FEMALE IN OVERALL PART

[Do you think ride-sharing services in Dhaka need to improve their services in terms of
safety, security and customer satisfaction]
Frequency Percent Valid Percent Cumulative
Percent
Valid Strongly disagree 2 5.9 5.9 5.9
Somewhat disagree 2 5.9 5.9 11.8
Neutral 4 11.8 11.8 23.5
Somewhat agree 6 17.6 17.6 41.2
Strongly agree 20 58.8 58.8 100.0
Total 34 100.0 100.0
a. Please indicate your gender? = Male

Percent

6%
6%

12%

59% 17%

Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree

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 Do you think ride-sharing services in Dhaka need to improve their services in terms of
safety, security, and customer satisfaction
Frequency Percent Valid Percent Cumulative
Percent
Valid Strongly disagree 1 5.3 5.3 5.3
Neutral 4 21.1 21.1 26.3
Somewhat agree 7 36.8 36.8 63.2
Strongly agree 7 36.8 36.8 100.0
Total 19 100.0 100.0
a. Please indicate your gender? = Female

Percent
5%

37% 21%

37%

Strongly disagree Neutral Somewhat agree Strongly agree

a. Please indicate your gender? = Male

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 Have you ever been insisted by a rider not to use ride-sharing apps?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes, multiple times 17 50.0 50.0 50.0
Yes, but only once 5 14.7 14.7 64.7
No, I have never been insisted 12 35.3 35.3 100.0
not to use ride-sharing apps
Total 34 100.0 100.0
a. Please indicate your gender? = Male

Percent

35%

50%

15%

Yes, multiple times Yes, but only once No, I have never been insisted not to use ride-sharing apps

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 Have you ever been insisted by a rider not to use ride-sharing apps?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes, multiple times 1 5.3 5.3 5.3
Yes, but only once 4 21.1 21.1 26.3
No, I have never been 14 73.7 73.7 100.0
insisted not to use ride-
sharing apps
Total 19 100.0 100.0
a. Please indicate your gender? = Female

Percent
5%

21%

74%

Yes, multiple times Yes, but only once No, I have never been insisted not to use ride-sharing apps

a. Please indicate your gender? = Female

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 How often do you get picked up and dropped off at your chosen pick up and drop off
points?
Frequency Percent Valid Percent Cumulative
Percent

Valid Never 1 2.9 2.9 2.9

Rarely (less than 25% of the 3 8.8 8.8 11.8
time)
Sometimes (25-50% of the 7 20.6 20.6 32.4
time)
Often (50-75% of the time) 14 41.2 41.2 73.5
Almost always (more than 75% 9 26.5 26.5 100.0
of the time)
Total 34 100.0 100.0
a. Please indicate your gender? = Male

Percent
3%

9%
26%

21%

41%

Never Rarely (less than 25% of the time)

Sometimes (25-50% of the time) Often (50-75% of the time)
Almost always (more than 75% of the time)

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 How often do you get picked up and dropped off at your chosen pick up and drop off
points?
Frequency Percent Valid Percent Cumulative
Percent
Valid Never 4 21.1 21.1 21.1
Rarely (less than 25% of the 1 5.3 5.3 26.3
time)
Sometimes (25-50% of the 2 10.5 10.5 36.8
time)
Often (50-75% of the time) 5 26.3 26.3 63.2
Almost always (more than 75% 7 36.8 36.8 100.0
of the time)
Total 19 100.0 100.0
a. Please indicate your gender? = Female

Percent

21%
37%
5%
11%

26%

Never Rarely (less than 25% of the time)

Sometimes (25-50% of the time) Often (50-75% of the time)
Almost always (more than 75% of the time)

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 How often do riders cancel on you after making you wait?
Frequency Percent Valid Percent Cumulative Percent

Valid Never 1 2.9 2.9 2.9

Rarely 7 20.6 20.6 23.5
Sometimes 18 52.9 52.9 76.5
Usually 6 17.6 17.6 94.1
Always 2 5.9 5.9 100.0
Total 34 100.0 100.0
Please indicate your gender? = Male

Percent

3%
6%

21%
17%

53%

Never Rarely Sometimes Usually Always

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 How often do riders cancel on you after making you wait?
Frequency Percent Valid Percent Cumulative Percent

Valid Never 5 26.3 26.3 26.3

Rarely 1 5.3 5.3 31.6

Sometimes 10 52.6 52.6 84.2
Usually 3 15.8 15.8 100.0
Total 19 100.0 100.0
Please indicate your gender? = Female

Percent

16%
26%

5%

53%

Never Rarely Sometimes Usually

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5 CHAPTER 5 SUMMARY, CONCLUSION &
RECOMMANDATION
5.1 SUMMARY OF FINDINGS

According to the survey, more than 90% of respondents use ride-sharing services, indicating
how popular this service is in Dhaka. Survey indicates, more men than women use ride-
sharing services. It can be assumed that women's reluctance to use ride-sharing services,
particularly motorbikes, is due to our country's social context. Aside from social context, we
intended to explore whether or not threatening factors associated with ride sharing services
cause reluctance or dissatisfaction. Based to our first research objective, which is to study the
risk factors associated with ride-sharing services, we attempted to identify an overlooked
concern related to ride-sharing services, which is fraud in the payment system. The survey
indicates, almost half of those who responded experienced unauthorized or fraudulent charges
when using a ride-sharing service. To the best of my knowledge, very little research has been
done on this specific topic. In order to ensure the safety of the transportation system, this
finding provides the government and providers of ride-sharing services with alarming new
insights. Then we tried to explore some usual threatening factors associated with ridesharing,
such as vehicle quality, availability of helmets and safety gear, reckless driving, harassment,
and so on. It was assumed that many individuals would be harassed by riders, however the
survey found that over 80% of respondents had never been harassed by riders. While it was
somewhat unpredictable, we acknowledge that this could be due to the fact that we only
surveyed 50 or so people. If we had surveyed a larger number of people, the results might
have been different. Then, when it came to helmets and safety gear, the overall response was
more neutral. Whereas more than half of the respondents were neutral or dissatisfied, nearly
half were also satisfied. According to our second research objective, which is to determine
whether or not customers are satisfied with ride-sharing services, we tried to find out the gap
between the perceived and actual services. The satisfaction of ride-sharing services is mostly
driven by speed, convenience, and affordability. Customers use ride-sharing services to save
time and get to their destinations on time, but according to our survey, more than half of the
respondents have been cancelled on by riders after they have made them wait. In this
scenario, the users waste time and fail to get to their destination on time. According to the
survey, in the case of digital payment systems in ride-sharing services, two-thirds of
respondents concluded from their experiences that the digital payment system is inefficient,
time-consuming, and troublesome. Because the entire ride-sharing business is based entirely
on an app, the app's user experience is critical. According to our survey, respondents are
neither satisfied nor unsatisfied with the user interface. Customers should be satisfied with
the user interface because the entire trip begins with the app, in our opinion. Customers
should find the app convenient. Finally, the survey provides a critical takeaway message for
service providers: when asked if they believe ride-sharing services in Dhaka could be
improved, 75% of respondents replied yes, which is noteworthy.

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5.2 CONCLUSION

This study attempted to explore two research objectives: threat factors toward passengers
who use ride-sharing services and customer satisfaction. Whilst consumers did not voice any
strong negative opinions when asked about the harassment issues, they did uncover the issue
of unauthorized charges by riders, and there is plenty to improve to maintain customer
satisfaction. The findings from this study will point out areas for ride-sharing service
providers to improve, such as helmets and safety gear, digital payment systems, and so on.
The government should make an effort to disseminate the findings so that users are aware of
the threat factors, can take necessary precautions, and providers are aware of what is
happening in users' daily lives while using ride sharing services, so that companies can take
necessary steps to ensure customer safety and satisfaction. The government can also play a
strong role by thoroughly adopting and analyzing policies governing ride-sharing services.

5.3 FURTHER STUDY

In Dhaka, ride-sharing services are extremely popular. As the popularity of ride-sharing

services grows, so do their shortcomings. Of course, it is not a flawless system, but the
benefits we receive from the ride-sharing service are indisputable. So, we should conduct
further research on how we can minimize faults in the system so that clients can get the most
out of this platform. We only collected responses from customers in this study, but it would
have been better if we had also collected responses from drivers about what obstacles they
face in providing quality service, if they have experienced any harassment, and what
assistance they require from providers and the government to ensure customer satisfaction. In
addition, we conducted this study with only 50 or so respondents. This small sample size
does not represent general opinion. As a result, it would have been preferable if the study had
been conducted on a larger sample size, since this would have ensured the validity of the
results. Also, if the study had included more female respondents, the abuse and harassment
issue would most likely have come to light.

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6 BIBLIOGRAPHY
[1] Jahan, M. (2019). Factors affecting customer satisfaction of the ride-sharing industry in
Bangladesh.

[2] Cynthia, S. T., Majumder, M., Tabassum, A., Khanom, N. N., Tuhin, R. A., & Das, A. K.
(2019, September). Security concerns of ridesharing services in Bangladesh. In 2019 2nd
International Conference on Applied Information Technology and Innovation (ICAITI) (pp.
44-50). IEEE.

[3] Khan, I. M., & Quadir, S. (2021). Factors Influencing People to Use App Based Ride
Sharing Service in Dhaka, Bangladesh. Int. J. Bus. Soc. Sci. Res, 9(2), 11-16.

[4] Jahan, M. (2019). Factors affecting customer satisfaction of the ride-sharing industry in
Bangladesh.

[5] Cynthia, S. T., Majumder, M., Tabassum, A., Khanom, N. N., Tuhin, R. A., & Das, A. K.
(2019, September). Security concerns of ridesharing services in Bangladesh. In 2019 2nd
International Conference on Applied Information Technology and Innovation (ICAITI) (pp.
44-50). IEEE.

[6] Khan, I. M., & Quadir, S. (2021). Factors Influencing People to Use App Based Ride
Sharing Service in Dhaka, Bangladesh. Int. J. Bus. Soc. Sci. Res, 9(2), 11-16.

52 | P a g e
7 APPENDIX: QUESTIONNAIRES
Survey on Factors threatening for passengers who use
ride-sharing services in Dhaka: A study on young users'
perspectives.
(Greetings. I'd like to invite you to take part in this survey to learn about factors threatening
passengers who use ride-sharing services in Dhaka: a study on young users' perspectives. By
completing this survey, you grant me permission to include your response anonymously in the final
manuscript, which will be submitted as an academic research report. This will take no more than 10
minutes)

(Questionnaires)

Part: 1 (Demographic)

1. Please indicate your gender.

a) Male
b) Female
2. Which of the following age groups are you in?
a) 18-20
b) 21-23
c) 24-26
d) 27 and above
3. What is your Occupation?
a) Student
b) Employed full-time.
c) Employed part-time.
d) Self-employed/Entrepreneur
e) Unemployed

Part: 2 (Safety & Security issue)

1. How often do you use Ride sharing service?

a) Never
b) Most often
c) Frequently
d) Rarely

(Please answer the questions below on a scale of 1 to 5)

1= Very Dissatisfied 3= Neutral 4= Satisfied

2= Dissatisfied 5= Very Satisfied
1 2 3 4 5
2. How satisfied are you with the behavior of the rider during your ride?
3. How satisfied are you with the condition of the vehicle used by ride-sharing
services in Dhaka?
4. How satisfied are you with the helmet and safety gears provided by the rider?
5. How satisfied are you with drivers wearing certified helmets and safety gear?

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6. Have you ever experienced any harassment by riders?
a) Yes
b) No

Part: 3 (Payment issues)

1= Very Dissatisfied 4= Satisfied

3= Neutral
2= Dissatisfied 5= Very Satisfied
1 2 3 4 5
1. How satisfied are you with the available payment options provided by ride-sharing
services?
2. How satisfied are you with the fare charged by ride-sharing services? (After the
price hike of fuel)
3. How satisfied are you with the acceptance of digital payment methods by the
riders?

4. Have you ever experienced payment processing delays when using ride-sharing services due to
technical glitches?
a) Yes, multiple times.
b) Yes, but only once.
c) No, I have never experienced payment processing delays.
5. Have you ever experienced any unauthorized or fraudulent charges when using ride-sharing
services?
a) Yes, multiple times.
b) Yes, but only once.
c) No, I have never experienced unauthorized or fraudulent charges.

Part - 4: Service-Related Issues

1= Strongly disagree 4= Somewhat agree

3= Neutral
2= Somewhat disagree 5= Strongly agree
1 2 3 4 5
1. Do you think ride-sharing services in Dhaka need to improve their services in
terms of safety, security, and customer satisfaction?

1= Very Dissatisfied 4= Satisfied

3= Neutral
2= Dissatisfied 5= Very Satisfied
1 2 3 4 5
2. How satisfied are you with the availability of ride-sharing services in Dhaka?
3. How satisfied are you with the response of the ride-sharing company when you
reported an issue during your ride?
4. How satisfied are you with the user interface of ride-sharing apps?

5. Have you ever been insisted by a rider not to use ride-sharing apps?
a) Yes, multiple times.
b) Yes, but only once.
c) No, I have never been insisted not to use ride-sharing apps

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6. How often do you get picked up and dropped off at your chosen pick up and drop off points?
a) Never
b) Rarely (less than 25% of the time)
c) Sometimes (25-50% of the time)
d) Often (50-75% of the time)
e) Almost always (more than 75% of the time)
7. How often do riders cancel on you after making you wait?
a) Never
b) Rarely
c) Sometimes
d) Usually
e) Always

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