The document discusses the evolution of taxi services in India from early providers like Mega Cabs and Fast Track in 2001 to newer app-based services like Ola and Uber starting in 2010 and 2013. It provides statistics on the size of the taxi industry in India with over 400,000 cars generating $1.1 billion in annual revenue for radio cabs alone. The document also outlines recent trends in taxi services like mobile apps, expanded payment options, and new features as well as dimensions of service quality assessment including reliability, assurance, tangibility, empathy, and responsiveness. A survey was conducted to understand customer expectations and perceptions of taxi services with findings around on-time arrival rates, driver professionalism, vehicle cleanliness, wait

1. Taxi
Services
Application Based
#Evolution#SERVQUAL
15minutes
#Survey#Analysis & marketing strategy

2. Evolution of organised taxi in India
• Mega Cabs and Fast Track Taxi started
out in 2001
• 2006 onwards, service providers like
Meru, Easy Cabs came up
Evolution
& Description
Evolution of different taxi service
providers
• Meru Cabs started its service in Mumbai
on April 2007.
• Olacabs started its operations in 2010
from Mumbai under the name of ANI
Technologies Pvt. Ltd.
• Uber started its operations in India in 2013
starting from Bangalore, but the parent
company operates under Uber
Technologies Inc, incorporated in the
state of Delaware, US
Industry statistics
Taxi services-
• Around 4,00,000 rental cars
• Around 11,000 Cr annual revenue
• Approximately 20% annual industry growth
Radio Cabs
• 15,000 cars
• 1,100 Cr annual revenue
• 35% annual industry growth
Latest trends in taxi service
• Mobile applications
• Cab advertisements
• Low financial mileage
• Consolidation among service providers
• Private equity investment and venture
capital
• Exclusive cabs for women
• Easy payment modes
• Extended features (Wi-Fi, tracking,
etc.)
• Taxi of your choice
• Hard and soft skills of cab drivers

3. Service
Quality
An assessment of how well a delivered service conforms to the client’s
expectations. Service business operators often assess the service
quality provided to their customers in order to improve their service, to
quickly identify problems, and to better assess client satisfaction.
Service quality
SERVQUAL Dimension
• TANGIBLES-Appearance of physical facilities,
equipment, personnel, and communication
materials
• RELIABILITY-Ability to perform the promised
service dependably and accurately
• RESPONSIVENESS-Willingness to help
customers and provide prompt service
• ASSURANCE-Knowledge and courtesy of
employees and their ability to convey trust and
confidence
• EMPATHY-Caring, individualized attention the
firm provides its customers
Dimension
This set of five dimensions is further subdivided into 22 categories
Tangibles
Company has modern equipment
Company possesses visually attractive equipment and facilities
Appearance of staff
Visually appealing materials connected with service.
• Reliability: -
– Realization of assured service
– Reliability in solving customer problems
– Delivering the appropriate service from the first visit onwards
– Providing the promised service at the promised time
– Insisting on zero defect policy
– Willingness to help customers
– Willingness of personnel to respond to customer
• Responsiveness
– Informing the customers about the time of service delivery
– Prompt service delivery to customers
• Assurance
– Personnel who instil confidence
– Customers feel secure in their dealings with the company
– Courtesy of the personnel
– Knowledge of personnel to answer the customer questions.
• Empathy (understanding)
– Giving individual attention to customers; - Giving personal attention to customers
– The personnel focuses on customers‟ interests
– The personnel understand specific needs of their customers
– Operating hours are convenient to customers.
Consumer Gap
Consumer Perception vs Expectation
• Customer expectation is what the customer expects according to
available resources and is influenced by cultural background, family
lifestyle, personality, demographics, advertising, experience with similar
products and information available online.
• Customer perception is totally subjective and is based on the customer’s
interaction with the product or service.
• Perception is derived from the customer’s satisfaction of the specific
product or service and the quality of service delivery.
• The customer gap is the most important gap and in an ideal world the
customer’s expectation would be almost identical to the customer’s
perception.

4. Survey
Methodology
 The survey methodology used in our project is of a questionnaire construction.
 Our questionnaire consists of questions based on people’s “perception” and
“expectations” from a taxi service that they have availed.
 Our mode of administration for the survey is online survey, circulated through
the sample population of “BIMTECH” students.
 Our data is based on primary information.
 Evaluation criteria : quantitative scale of measurement

5. RESULTS
OF SURVEY

8. FINDINGS
AND SUGGESTION

9. R
Reliability
 33.3% of cabs do not arrive in time
 19.4% of cab driver fail to pick up from the exact pick up point
 Only 4.4% of customers do not reach within their perceived time
 About 24.5% of cab drivers refuse customers based on their destination

10. A
Assurance
 11.3% of cab drivers are different from as shown in the application
 24.3% customer do not feel safe during the ride
 92% of people believe that their drivers are professional
 About 7% people believe that the driving quality is bad
 About 91% customers have responded saying that the drivers follow traffic rule.

11. T
Tangibility
 About 23% people feel that the interiors of the car are not clean
 Only 5.9% of people feel that the air condition wont work properly

12. E
Empathy
 About 20.7% people believe that the drivers do not wait for sufficient time
 15% cab drivers do not take the customer choice of route.

13. R
Responsiveness
The cab companies can satisfy the needs of about only 73% people
at any given time
About 77% drivers call the customers when they arrive at the pick up
location
15% cab drivers do not take the customer choice of route.

14. Question Please!!!
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