Meru Cabs Service Quality Dimension

1. PRESENTED BY
Mohammed Athar
Mohammed Faizan
Mohammed Shafeeque
Mohammed Fazil
Manoj Kumar

2. • Industry grew in the early 2000’s.
• Bangalore being India’s IT capital attracted huge visitors
to the city on a daily basis.
• Local auto drivers were arrogant and had extraordinary
demands.
• Establishment of BIAL.
• Taxi’s were made more affordable.
• Cab service providers proved themselves by providing
services that cater to the needs of the customers.
• Emergence of various cab service providers made
commuting easier.

3. • This study aim at understanding the
GAP analysis of Meru cab
• Studying the service blueprint.
• Understanding SERVQUAL model.
• To make comparative study.

4. • Meru Cabs was one of the first companies to
launch metered "Radio cabs" in India under its
brand "Meru.“
• First launched in Mumbai in April 2007.
• Headquartered in Mumbai.
• Provides a radio taxi service in seven key cities of
India - Mumbai, Delhi, Hyderabad, Bengaluru,
Jaipur, Ahmedabad, Chennai Vadodara, Surat,
Pune & Kolkata
• Scaled to a fleet of 6000+ cabs in last 6 years,
across Mumbai.
• In 2008 Meru Cabs started its operation in
Bangalore.
• Meru cabs has 1500 taxis in Bangalore.

5. • There are three different way of booking for a Meru Cab
• Online booking:
• log into www.merucab.com
• Fill the information like
• •When (date and time),
• •From, To (Area)
• Meru Mobile App
• Book Meru cab by downloading Meru Cab App
• Direct calling
• Book Meru Cab by calling 080 4422 4422 in Bangalore.

7. Intra-City Trips:
within Bengaluru city
limits
Day Time
6:00 am to mid-night
Night Time
Mid-night to 6:00 am
For the first 4 Kms Rs 80 Rs 88
Rate after 4 Km Rs 19.50 Rs 21.45
Waiting Charges No charge for the first
20
minutes and thereafter
Rs.10 /
15 mins or part
thereafter.
No charge for the first
20
minutes and thereafter
Rs.11 /
15 mins or part
thereafter.

8. • Product
• Price
• Place
• Promotion
• People
• Process
• Physical Evidence

9. • product
• Modern, brand-new, air- conditioned comfortable
cabs. Mostly cabs are Sedan cars like Indigo,
Ikon etc.
• Computerized communication& dispatch
systems with GPS (Global Positioning System)
• Price
• No hidden costs or overcharging.
• Charged only from your pick up point to your
drop point.

10. • Place
• Headquartered in Mumbai, Meru Cab Company
provides a radio taxi service in the four key
metros of India - Mumbai, Delhi, Hyderabad and
Bangalore.
• Promotion
• Tag-Line: “RELY ON US.”
• Promotional strategies for brand building like
radio ad campaign, tent cards etc…

11. • Process
• People
• Meru training Academy
• Huge investment on training make it different from other.
• Physical Evidence
• Condition of the Taxi :- Modern, brand-new, air-conditioned
comfortable cabs. Mostly cabs are Sedan
cars like Indigo, Ikon etc…

12. • Total 30 respondent.
• Male :20
• Female :10
• occupation
• self Employed: 5
• Service: 6
• Student: 19
• Age of respondent
• 18-25 years: 15
• 26-30 years: 10
• 31-40 years: 5

13. Demension 1 2 3 4 5 Total
Reliability
1 3 6 15 5 30
Responsi
ve 1 2 12 12 3 30
Assuranc
e 0 3 12 12 3 30
Empathy
1 2 10 13 4 30
Tangible
0 3 13 12 2 30
Overall
Quality 0 1 8 18 3 30

14. • Service Quality Gap
• Expected vs perceived : since most of the
respondent has given four rating we say that
meru is good at service quality gap
• Service Standard Gap
• Organization’s Understanding of Expectations
vs Organization’s Service Standards : Meru
Cab is providing good Standard Service all
the employees having uniforms

15. • Service Performance Gap
• Organization’s Service Standards VS Organization’s
Service Performance Meru is very particular about
performing service according to their standard they never
compromise on quality.
• Organization’s Service Performance VS Organization’s
Communications to Customers Meru cabs communicates
through an advertisement and through their own website.
• Market info gap
• Organization’s Understanding of Expectations VS
Customers’ Service Expectations Meru Cab conduct
regular research to understand customers expectations