A CASE STUDY ON CUSTOMER SATISFACTION TOWARDS UBER

A CASE STUDY ON CUSTOMER SATISFACTION

TOWARDS UBER AND ITS CUSTOMER SERVICES

Submitted in partial fulfilment of the requirements for the award of

Bachelor of Business Administration

GUTTULA AKHILESHWAR RAO

SCHOOL OF BUSINESS ADMINISTRATION

SATHYABAMA

INSTITUTE OF SCIENCE AND TECHNOLOGY

(DEEMED TO BE UNIVERSITY)

Accredited with Grade “A” by NAAC I 12B Status by UGC I Approved by AICTE

Jeppiaar Nagar, RAJIV GANDHI SALAI, CHENNAI - 600 11 APRIL -

2022

SATHYABAMA

INSTITUTE OF SCIENCE AND TECHNOLOGY

(DEEMED TO BE UNIVERSITY)

Accredited with “A” grade by NAAC I 12B Status by UGC I Approved by

AICTE Jeppiaar Nagar, Rajiv Gandhi Salai, Chennai – 600 119

www.sathyabama.ac.in

SCHOOL OF BUSINESS ADMINISTRATION

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the Bonafide work of GUTTALA

AKHILESHWAR RAO 39280011 who have done the Project work entitled “A Case study

on customer satisfaction towards Uber and its customer services” under my

supervision from November 2021 to March 2022.

Ms. SHEEBA T

Internal Guide External Guide

Dr. BHUVANESWARI G.,

Dean – School of Business Administration

Submitted for Viva voce Examination held on

Internal Examiner

External Examiner

DECLARATION

I, GUTTULA AKHILESHWAR RAO 39280011 hereby declare that the Project

Report entitled “A Case Study on Customer satisfaction towards Uber and its

customer services” done by me under the guidance of Ms. SHEEBA T, M.Com., M.Phil.,

NET, MBA, SET at SATHYABAMA INSTITUTE OF SCIENCE AND TECHNOLOGY, CHENNAI is

submitted in partial fulfilment of the requirements for the award of Master of Business

Administration degree.

DATE:

PLACE: Chennai G.AKHILESHWAR RAO

ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to the Board of Management of SATHYABAMA

for their kind encouragement in doing this project and for completing it successfully. I am grateful

to them.

I convey my thanks to Dr. G. Bhuvaneswari, Dean, School of Management Studies

and Dr. A. Palani, Head of the Department, Dept. of Management Studies for

providing me necessary support and details at the right time during the progressive

reviews.

I would like to express my sincere and deep sense of gratitude to my Project Guide Ms. SHEEBA T

Faculty, School of Business Administration for her valuable guidance, suggestions and constant

encouragement paved the way for the successful completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of the School of

Business Administration who were helpful in many ways for the completion of the project.

G.AKHILESHWAR RAO

ABSTRACT

Uber Technologies, Inc. is an American mobility as a service provider. It is based in San

Francisco with operations in approximately 72 countries and 10,500 cities. In 2009, Uber was

founded as Uber cab by Garrett Camp, a computer programmer and the co-founder of

StumbleUpon, and Travis Kalanick, who sold his Red Swoosh start up for $19 million in 2007. After

Camp and his friends spent $800 hiring a private driver, he wanted to find a way to reduce the cost

of direct transportation. This kind of companies require customer for their motion in the business

so it becomes their main responsibility to maintain customer along with their business. Customer

are the ones why run transportation industry and it is very important to maintain their satisfaction

and their demand. This research is based on the study of customer service by uber, as uber is a

customer based company its aim must be satisfying their customers and dropping them safely to

their locations. So this research is to test the customer services of uber by surveying with the help

of primary data which includes Google form with a questionnaire which includes personal

questions and study based questions which are sent in online to the public and we collect their

responses and analyse and make conclusion from them .After preparation of the questionnaire we

visualised the data with the help if tables and charts like pie donut funnel bar graph etc. These

charts and tables help us to understand the results in an easier manner. After interpretation of the

results i understood that uber has best customer service department with best work and

satisfaction of customers but it has to increase its advertisement of new upcoming service or

existing service sib that the public can no about each and every service provided by then. As uber

is know a RAIDE hailing service which is known as one of the best online booking service of the

industry.

TABLE OF CONTENTS

CHAPTER NO.

TITLE

PAGE NO

ABSTRACT

LIST OF TABLES

LIST OF CHARTS

vii

INTRODUCTION-

1.1 Introduction

1.2 Industry Profile

1.3 Company profile

1.4 Need for the study

1.5 Scope of the study of the Study

1.6 Objectives of the study of the Study

1.7 Limitations of the study

REVIEW OF LITERATURE

2.1 Introduction

2.2 list of reviews

RESEARCH METHODOLOGY

3.1 Research Design

3.2 Sampling Technique

3.3 Sources of Data

3.4 Structure of Questionnaire

3.5 Sample Size

3.6 Period of Study

3.7 Analytical Tools

DATA ANALYSIS AND INTERPRETATION

4.1 Percentage analysis

FINDINGS, SUGGESTIONS AND

CONCLUSION

5.1 Findings of the Study

5.2 Suggestions

5.3 Conclusion

REFERENCES

BIBLIOGRAPHY

APPENDIX – I (Questionnaire)

LIST OF TABLES

S. NO

TITLE OF TABLES

PG. NO

4.1

Table showing gender of respondents

4.2

Table showing ages of respondents

4.3

Table showing Occupation of the respondents

4.4

Table showing use the respondents who use uber

4.5

Table showing us the problems faced while using uber

4.6

Paste the comments

4.7

Table makes us understand the most travelled time in

uber

4.8

Table shows weather the charges of uber are reasonable

are not

4.9

Table showing the most travelled vehicle in uber

4.10

Table showing the safety of female while travelling in

uber

4.11

Table differencing premium cab services and normal cab

services

4.12

Table showing the need of woman drivers in uber

4.13

Table showing us the requirement of basic languages of

uber drivers

4.14

Table showing us the reasonable prices of share and

rentals option in uber

4.15

Table showing the cost reduction and time saving in share

option

4.16

Table show us the respondents ever met with an medical

emergency while travelling in uber

4.17

Table showing us the services provided by the uber are

satisfactory or not

4.18

Table showing us the accident rate while uber bike ride

4.19

Table showing us the response management of uber

4.20

Table showing us the emergencies services provided by

uber in

covid time

4.21

Table showing us ever the respondents tried public

transportation

4.22

Table showing the respondents feeling towards the

worthiness of public transportation

4.23

Table showing us new opinion of uber courier services

4.24

Table showing us the safety management of uber courier

services

4.25

Table showing us weather there should be any specific

department of women safety management

4.26

Table showing the rating of whole questionnaire

4.27

Table showing us the rating for whole uber customer

satisfaction

CHAPTER : 1 : INTRODUCTION

1.1 Introduction

Uber is an on-demand cab aggregator that operates on a smartphone

application and lets you book a cab to get from point A to point B, pre-calculating the

fare, estimating the time of arrival, and offering an option to split the cost with co-riders,

all with a few taps on the app. In other words we can also understand uber .Uber is a ride-

hailing service that uses an app to allow customers to request a ride and drivers to charge

and get paid. Uber is a ridesharing service that employs independent contractors as

drivers. It's one of many services that contribute to the sharing economy today, giving

away to link existing resources rather than providing physical goods.

Uber is known as This lightweight ridesharing app was designed to make booking rides

easier and quicker for riders with Android phones and limited data. With Uber Lite, you

can request a ride anytime, even in places with spotty connectivity and slower than

average internet speeds. Why is Uber app know an as easier way of using, save storage

space At only 5MB, it’s the size of a few photos. Reliably request a ride Use Uber Lite

without WIFI or a strong connection. Access in-app safety Track your ride and share your

trip status with others. It also helps to choose a ride that fits your budget with its most

affordable Uber options available via Uber Lite. And gives you a best option of payment in

your own way. Uber is committing to becoming a fully electric, zero-emission platform by

2040, with 100% of rides taking place in zero-emission vehicles, on public transit, or with

micro mobility. It is our responsibility as the largest mobility platform in the world to

more aggressively tackle the challenge of climate change. We will do this by offering

riders more ways to ride green, helping drivers go electric, making transparency a priority

and partnering with NGOs and the private sector to help expedite a clean and just energy

transition.

Any industry needs customers to meet their aims and objectives. For uber customer

play a key role because if there are no customer there will not be any mobility in the

company. As uber is based on transport industry customer control the cycle of the whole

industry so to know the review and also the satisfaction of customer is very important.

By know their review we can understand the internal problems and also the appreciation

by then.

1.2.History

Uber explosive growth and constant controversy make it one of the most

fascinating companies to emerge over the past decade. The global ride-sharing

application, founded in 2009, disrupted modern transportation as we know it and at one

point grew to become the highest-valued private start up company in the world. Ten

years after its founding, Uber went public on May 9, 2019. Though the road has been

bumpy, Uber remains a major company in the ride-sharing space. In its most recent

quarterly earnings release, for Q2 fiscal year (FY) 2021, Uber reported a net income of

$1.1 billion, $3.9 billion in revenue, and 1.5 billion trips on its platform.

In 2009, Uber was founded as Uber cab by Garrett Camp, a computer programmer and

the co-founder of StumbleUpon, and Travis Kalanick, who sold his Red Swoosh start up

for $19 million in 2007. After Camp and his friends spent $800 hiring a private driver, he

wanted to find a way to reduce the cost of direct transportation.

1.3.SERVICES PROVIDED BY UBER :

• Vehicle for hire is a vehicle providing private transport or shared transport for a

fee, in which passengers are generally free to choose their points or

approximate points of origin and destination, unlike public transport, and which

they do not drive themselves, as in car rental and carsharing. They may be

offered via a ridesharing company.

• Food delivery is a courier service in which a restaurant, store, or independent

food-delivery company delivers food to a customer. An order is typically made

either through a restaurant or grocer's website or mobile app, or through a food

ordering company. The delivered items can include entrees, sides, drinks,

desserts, or grocery items and are typically delivered in boxes or bags. The

delivery person will normally drive a car, but in bigger cities where homes and

restaurants are closer together, they may use bikes or motorized scooters.

Recently, autonomous vehicles have also been used to complete deliveries.

Customers can, depending on the delivery company, choose to pay online or in

person, with cash or card. A flat rate delivery fee is often charged with what the

customer has bought. Sometimes no delivery fees are charged depending upon

the situation. Tips are often customary for food delivery service. Contactless

delivery may also be an option.

• Package delivery or parcel delivery is the delivery of shipping containers,

parcels, or high value mail as single shipments. The service is provided by most

postal systems, express mail, private courier companies, and less than truckload

shipping carriers.

• courier is a company, an employee of that company or a person who delivers a

message, package or letter from one place or person to another place or

person.

• Freight transport is the physical process of transporting commodities and

merchandise goods and cargo.[1] The term shipping originally referred to

transport by sea but in American English, it has been extended to refer to

transport by land or air (International English: "carriage") as well. "Logistics", a

term borrowed from the military environment, is also used in the same sense.

1.4 INDUSTRY PROFILE

An industry profile provides a snapshot of a specific business industry based on

data that includes trends and areas of growth. It refers to clear and detailed analysis

about one group of companies (businesses) carried out similar action, services or

manufacturing similar product. Every business must study industry profile before

incorporating business because this industry profile provide more information about

that industry such as market size of industry, major companies, competitors, limitations

in industry, advantages of industry. This information helps new entrepreneur to make

right decision.

As we know uber is providing services for transport industry, by providing offer to

drivers and providing them with their own vehicles and also helps by providing rental

vehicles.

Transport in India consists of transport by land, water and air. Road transport is the

primary mode of transport for most Indian citizens, and India's road transport systems

are among the most heavily used in the world. India's road network is the second-largest

and one of the busiest in the world, transporting 8.225 billion passengers and over 980

million tonnes of cargo annually, as of 2015. India's rail network is the fourth largest and

second busiest in the world, transporting 8.09 billion passengers and 1.20 billion tonnes

of freight annually, as of 2020. Aviation in India is broadly divided into military and civil

aviation which is the fastest-growing aviation market in the world (IATA data). India's

waterways network, in the form of rivers, canals, backwaters and creeks, is the ninth

largest waterway network in the world. Freight transport by waterways is highly under

utilised in India with the total cargo moved (in tonne kilometres) by inland waterways

being 0.1 percent of the total inland traffic in India. In total, about 21 percent of

households have two wheelers whereas 4.70 percent of households in India have cars or

vans as per the 2011 census of India. The automobile industry in India is currently

rapidly growing with an annual production of over 4.6 million vehicles, with an annual

growth rate of 10.5% and vehicle volume is expected to rise greatly in the future.

1.4.1 History of road transportation

As per 2017 estimates, the total road length in India is 5,603,293 km (3,481,725

mi);[29][30] making the Indian road network the second largest road network in the

world after the United States. At 0.66 km of highway per square kilometre of land the

density of India's highway network is higher than that of the United States (0.65) and far

higher than that of China's (0.16) or Brazil's (0.20).India has a network of National

Highways connecting all the major cities and state capitals, forming the economic

backbone of the country. As of 2013, India has a total of 66,754 km (41,479 mi) of

National Highways, of which 1,205 km (749 mi) are classified as expressways. Although

India has large network of four or more lane highways of international quality standards,

but without access control (entry/exit control), they are not called as expressways but

simply highways.

1.4.2 Growth of road transport

As days pass on every industry started developing it's features and also made new

modes of transport like taxi, cab, auto, bus etc. From 2000 we also started cab booking

services on mobiles with helping of calls, slowly they beginner building digital platforms

for transportation and now online booking industry is the biggest source of income to

the country.

1.4.3 Online Booking Services

Put simply, an online booking system is a software solution used for reservation

management. Before such systems were available, in order to track bookings and

manage inventory, travel agents had to work with a series of spreadsheets and enter the

information manually.

1.5 COMPANY PROFILE

A company profile is an introduction to your business that details what you sell, how you

were founded, what your mission is, how you manufacture or source your products, and

why you serve customers. A company profile is an introduction to your business that

details what you sell, how you were founded, what your mission is, how you manufacture

or source your products, and why you serve customers.

1.5.1 Uber company profile

Company name

- UBER TECHNOLOGIES.INC

Company description

- Uber is a transportation company with an app that

allows passengers to hail a ride and drivers to charge

fares and get paid. More specifically, Uber is a

ridesharing company that hires independent

contractors as drivers. It's one of many services today

that contribute to the sharing economy, supplying a

means of connecting existing resources instead of

providing the physical resources themselves.

Company logo

Incorporated on ago - October 28 2010 [11 years]

Founder

- TRAVIS KALANICK,GATTER CAMP

Type of services

Vehicle For Higher, Food Delivery, Package

Delivery, Courier Service, Freight Transport

Industry

- Transport Industry

Area served

Headquarters

all over the world (globally)

- SAN FRANCISCO, CALIFORNIA,UNITED STATES

Products and services

UBERX, UBER EATS, UBER POOL, UBER SUV

Current status

active

Commercial

yes

Slogan

- Move The Way you Want

Vision

Ignite opportunity by setting the world in motion

Mission

Transportation as reliable as running water, Every

wear for everyone

Core values

Go get it – Trip obsessed- Build with heart- Stand

for safety- See the forest and the tree

Revenue

1,745.5 Crores $ Annual Income

Available in

multiple languages

Reason for starting maps

-Wanted to find a way to reduce the cost of

production

No of employees’ work

- more than 22,000

Programming language used - Python, Node.js, Go, JAVA

Address - 1455 Market St. Ste 400 San Francisco, CA 94103

URL -https://maps.app.goo.gl/ttaXbAVSnip7tkCW7

Phone - 352-325-1319

Head of UBER - DARA KHOSROWSHAHI

Need for the study

• This study helps to identify how far uber users satisfied with the uber services

• It helps to convey drawbacks and issues are being faced by users in uber.

• This research helps to increase user satisfaction and to attract new customers

with its updated interface and new updates which include major changes asked

by its customers.

• This research is useful for uber to know how many customers are loyal to them

• • It helps cab drivers to come with new ideas by rectifying c

• The need of the study arises out of the importance that uber has gained in our

life by revolutionising the way we travel. So it becomes important for me as a

business student understand how a company is successful and the need of

feedback.

Scope of the study

This research mainly focuses on the customer satisfaction of a company. This

research helps the students of next generation to know what is customer satisfaction

and also helps employees to understand what is consumer behaviour. It also helps the

company management to know its drawbacks and internal problems. This study is used

by the management for the development of the company. To know the customer

satisfaction of customers is always helpful for analysing the demand and sales of its

products. This study consists of survey on customer services provided by the uber which

makes us understand the drawbacks and unresponsiveness of the management in some

cases. Which becomes a patch on the company goodwill to clear these kind of patches

we need to review the customers satisfaction frequently.

Objectives of survey

Primary objectives:

1. To assess how satisfied users are with different aspects of Uber and its

Customers Services:

This study helps us to understand the customer behaviour of and industry

and also . understanding of the demand of customer and wants of consumers

is strategy of any company. Customer satisfaction is the key point of the

customer service department. Uber helps public with the motion from point

A to point B. this study helps us to analyse the review of the customer

satisfaction toow the reliability of customer satisfaction towards uber

costumers services I did survey o uber and its customer services, this survey

is conducted on the google form platform. The survey helped me to

understand the drawbacks and its advantages. The main objective of this

research is to analyse the customers behaviour and customer satisfaction.

Secondary objectives

• Uber’s key focus is to provide dependable and readily available transportation

service.

• Uber’s goal is to continually expand globally and bring its services to different

cities to allow riders and drivers to connect.

• To take over the cab industry by being the most cheap, easy ride all over the

world.

• To eliminate private car ownership.

• To provide all types of logistical and transportation services where it operates.

Limitations of study

1. limited sample size: Due to time constrain Though there are many uber users

available I am able to collect only 182 samples from 152 respondents.

Hence, we cannot say that this research is 100% correct. But 1502number is

not Soo small. We can measure satisfaction by taking average of collected

samples.

2. The survey samples are limited to some regions such as Telangana, andra

Pradesh.+

3. The duration of research is restricted to three months. If there is some more

time, we can collect many samples from different types of regions and

different types of people like students, businesses, employees, etc. who

uses uber regularly.

4. This research result is purely based on the samples collected from

respondents, so we also can not sure about the conclusion of the research.

Whatever the conclusion we gave is only based on the limited data from

limited area. Hence the information may be subjected to personal bias.

5. The study is an opinion survey; caution may have to be exercised while

extending the result to other areas.

6. The data collected and information written is purely based on the review of

customers.

7. The suggestions and conclusions are limited to the respondents comment.

8. The analysis is based on the samples and not based on any other platform

CHAPTER: 2 : REVIEW OF LITERATURE

2.1 introduction

The literature review is a written overview of major writings and other sources on

a selected topic. Sources covered in the review may include scholarly journal articles,

books, government reports, Web sites, etc. The literature review provides a description,

summary and evaluation of each source browsed in online by using different academic

search engines like google scholar, Microsoft academy, permed I was able to find many

researches which are already written by many authors. These are all researches gave

me a chance to understand and to get a clear-cut picture of my research topic a study

on customer satisfaction towards google maps and its navigation system.

in this process I have depended mostly on internet to refer previous research papers

because now a days due to covid 19 pandemic situation the education system in India

changed tremendously. Now everything from classes to exams is carrying out through

online only. In the same way many researchers also started uploading their research

papers online and keeping them available for new generation researchers. For this

reason, I fully rely on internet for collecting, referring, summarizing journals, research

papers. In this process I have used many websites to obtain research journals and

papers, but some websites like research gate and google scholar helped me to do my

research in better way by providing relevant information.

Ref. [1] Ruchi et al (2017) studied various factors of dynamics of Indian taxi markets

such as pricing, their revenue models, market share etc. Utsav Pandya et al (2017)

identified technology trends, safety, and price, ease of availability, comfort and payment

options affecting public taxi market.

Ref. [2] A study by Kumar and Kumar (2016) showed that consumers were interested to

redeem coupons while selecting cab services and were comfortable to redeem coupons

through mobile apps while booking cab services.

Ref. [3] Sarit Prava Das et al (2017) identified convenience, quality services,

transparency and safety as most important parameters for selecting pre booked taxis.

Ref. [4] Ruchika Malik (2017) identified that retaining drivers by initiatives like monetary

awards of influence customer decision. Ola is using reward systems to motivate their

drivers thus motivating them as well as involving them in resolving the customer

grievances to build a loyal base of drivers. On other side Uber offers rewards and

discounts under their Uber CLUB program. This program is not only design impact

drivers but is also designed to help their family by providing them various offers related

to automobile insurance, vehicle maintenance, lifestyle, health and wellness to their

everyday life. There are three categories Silver, Gold and Diamond, based on the quality

and performance of each driver.

Ref. [5] Alamedas Rohit H. (2017) suggested that as Indian consumers and highly price

sensitive and very less brand loyal, companies need to design new packages to attract

new customers and to keep existing customers.

Ref. [6] Nam avaram, Ramesh. (2016), The purpose of this paper is to study the factors

influencing the consumers while selecting cab services. The dependent variable is

'coupon redemption behaviour' and independent variables are innovativeness and price

consciousness.

Ref.[7] Rexy A. (2016) states that ―Call taxi have a greater value in the community, in

the taxi industry is regulated in various ways by the state Governments through their

respective Departments of Transport.

Ref. [8] Ruchi Shukla, Ashish Chandra & Himanshu Jain (2017) states that ―Every other

day in India, there is a new start up offering efficient cab service to the citizens operating

in urban and rural lifestyles. This raises a question that is India going through a possible

'Taxi Revolution' In this paper, an attempt has been made to do comparative study of

two of such taxi aggregators that have radically changed the way "the great Indian

middle class" commutes daily-Ola and Uber.

CHAPTER: 3 : RESERCH METHODLOGY

3.1 REASEARCH DESIGN:

Research design refers to the framework of market research methods and

techniques that are chosen by a researcher. The design that is chosen by the

researchers allow them to utilize the methods that are suitable for the study and to set

up their studies successfully in the future as well.

This research adopts the descriptive research design. Descriptive research design is a

type of research design that aims to obtain information to systematically describe a

phenomenon, situation, or population. More specifically, it helps answer the what,

when, where, and how questions regarding the research problem, rather than the why.

In this research data is collected from users and customers of google maps in their day-

to-day activities.

3.1.1 Research Process:

Research Model is a plan for conducting research whereas

theory/proposition is an outcome of research. Quantitative research, generally,

work out a model based on which the researcher proceeds. The outcome is either

approval or rejection of the hypothesis.

3.2 Sampling Technique:

Sampling is a process used in statistical analysis in which a predetermined

number of observations are taken from a larger population. The methodology used to

sample from a larger population depends on the type of analysis being performed, but

it may include simple random sampling or systematic sampling.

Sampling is the integral part of researches mainly in researches related to customer

satisfaction. To know the opinion of the customers of particular service we need to

collect samples from people.

3.3 Source of data :

3.3.1 Primary Data

primary data means the data which is collected for the first time by researcher

and this is the data which is collected and prepared my researcher himself. This is the

data which is original in nature. In this research I used questionnaire to collect data

from respondents in the form of doing online surveys. In online survey by preparing

survey form and sent to respondents to fill it.

3.3.2 Secondary Data:

This is the data which is not collected for the first time and not in original In

nature. This data was collected by someone else in past. The source of this secondary

data is different websites, magazines, articles and research papers.

3.4 structure of questionnaire:

In this study I used questionnaire to collect primary data from people in the form

of doing survey. I had divided this questionnaire into 2 parts they are demographic

questions and study related questions. In the demographic questions contain questions

related to personal information of the respondents like Name, age, occupation, annual

income, gender to analyse how different people are responding to different types of

questions, for example, one age group people like one thing but the same thing wont

liked by different age group people. The second part of the questionnaire is study

related questions which include questions to know their satisfaction levels and their

opinion of different aspects of uber customer services, whether they are liking the

services or not.

3.5 Sampling size:

The size of sample included in this study is about 152

3.6 Period of study:

The study is carried out for the period of 3 months from November 2022 to

march 2022.

3.7 Table and graph representation:

After collecting the respondents answers, I made charts and tables to visualise

the data gathered data and created tables and plotted charts for a better visualisation.

As we know that theoretical analysis do not effect much but data visualisation makes

the people understand and remember with an ease. I plotted graphs and charts like pie.

Donut. Funnel etc.

CHAPTER: 4: DATA ANALASIS AND

INTERPRETATION

4.1 Percentage method

4.1.1 Table showing gender of respondents:

CATOGORY OF RESPONDENTS

(Gender)

NO. OF RESPONDENTS

PERCENTAGES OF

RESPONDENTS

Male

60.5%

Female

39.5%

Total

152

100%

Table 4.1.1

Fig 4.1.1

Inference

The above table and chart show the gender of respondents in their numbers and

percentages. The male respondents are 92 and their percentages is 60.5%. the female

respondents are 62 and their percentage is 39.5%. the total respondents are 149.

60.50%

39.50%

GENDER

male female

4.1.2 Table showing ages of respondents

CATEGORY OF THE AGE

NO. OF AGES OF RESPONDENTS

PERCENTAGE OF AGES

RESPONDENTS

0-20

38.8%

20-30

46%

30-40

9.2%

40+

TOTAL

152

100%

Table 4.1.2

AGE OF THE RESPONDENTS

Fig 4.1.2

Inference

The above table and chart denote the ages of respondents. The category of the

respondents are divided into 4 categories, they are 0 to 20, 20 to 30, 30 to 40 and 40

and above. The number respondents are respectively 59, 70, 14 and 9.

4.1.3 Table showing Occupation of the respondents

CATEGORY OF THE

OCCUPATATION

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

STUDENT

64.5%

EMPLOYEE

29%

OTHER

6.5%

TOTAL

152

100%

Table 4.1.3

Fig 4.1.3

Inference

The table and graph are explaining us about the occupation of the respondents.

The respondents are from 3 different categories they are Student, employee and other.

Their numbers and percentages are respectively 98 students 64.5%, 41 employees 29%

and 20 other respondents 6.5%.

4.1.4 Table showing use the respondents who use uber

CATEGORY

NO. OF RESPONDENTS

PERCENTAGES OF RESPONDENTS

YES

126

82.5%

64.50%

29%

6.50%

OCCUPATION

STUDENT EMPLOYEE OTHER

10.5%

MAY BE

TOTAL

152

100%

Table 4.1.4

Fig 4.1.4

Inference

The above table and chart explain us the most of the respondents use uber.126

members among the respondents use uber in 82.5%. only 16 members in the

respondents don’t use uber. And some of them are aware of uber their count is 9 and

their percentage is 7%%.

4.1.5 Table showing us the problems faced while using uber:

CATEGORY

NO. OF RESPONDENTS

PERCENTAGES OF

RESPONDENTS

YES

25%

114

75%

MAY BE

TOTAL

152

100%

Fig 4.1.5

82.50%

10.50%

USE OF UBER

YES NO MAY BE

Fig 4.1.5

Inference

The above table and chart show us the efficiency of the uber because in a whole

of 152 respondents only 38 respondents had faced some problems while using uber and

114 respondents had stated that the were well and good care in the whole ride.

4.1.6 Paste the comments:

• No some times I am not able to find auto near the bus stations.

• No fast booking.

• During the peak hours the driver prices are too high.

• Drivers do not switch on AC, If extra charges are not paid .

4.1.7 Table makes us understand the most travelled time in uber:

CATEGORY

NO. OF RESPONDENTS

PERCENTAGES OF

RESPONDENTS

MORNING

39.8%

AFTERNOON

26.7%

EVENING

26.3%

NIGHT

7.2%

TOTAL

152

100%

Table 4.1.7

75%

25%

1st Qtr no

Fig 4.1.7

Inference

The above table and chart show the most travelled time of uber by the

respondents. We categorised the timings of the day into morning afternoon evening

and night. Most of the respondents travel morning afternoon evening their numbers

and percentages of respondents are 5639.8%, 40 26.3%, and 42 26.7%. at the night the

travelling would be a little bit which is 11 7.2%.

4.1.8 Table shows weather the charges of uber are reasonable or not:

CATEGORY

NO. OF RESPONDENTS

PERCENTAGES OF

RESPONDENTS

STRONGLY AGREE

36%

AGREE

34.8%

MEUTRAL

17.8%

DISAGREE

11.1%

STRONGLY DISAGREE

1.9%

TOTAL

100

100%

Table 4.1.8

Fig 4.1.8

Inference

The above table and chart make us understand that the charges of the uber are

reasonable this is stated by their percentages they are 38% for strongly agreeing and

34% for agreeing, and neutral for 18% diasgreeing for 12%.

4.1.9 Table showing the most travelled vehicle in uber:

CATEGORY

NO. OF RESPONDENTS

PERCENTAGE OF

RESPONDENTS

BIKE

24.5%

AUTO

22.5%

CAR

47%

RENTALS

PUBLIC TRANSPORTATION

TOTAL

152

100%

Table 4.1.9

Fig 4.1.9

Inference

The table and chart show us the most travelled vehicle in car. Uber cars or cabs

are the most preffered vehicles of uber with a percentage of 47%. Bikes are the at the

second position of uber vehicles with a percentage of 24.5%. auto lies in the third

position of the vehicles of uber with 22.% this is the new option of public transportation

which started in the recent times and its percentage is 4%. Share rentals are at the

same position in uber their percentage is 2%.

4.1.10 Table showing the safety of females while travelling in uber:

CATERORY

NO OF RESPONENDS

PERCENTAGE OF

RESPONDENTS

YES

27%

23%

MAYBE

50%

TOTAL:

152

100%

Table 4.2.0

Fig 4.1.10

fig

27%

23%

50%

FEMALE SAFETY

YES NO MAYBE

Inference

The above table and chart explain us about the female’s safety while travelling in

uber vehicles. Most of the females feel safe and comfortable in travelling in uber this is

mathematically proven by the table and chart as the percentage of yes and may be is

27% 50% respectively. And only some of them are at the position of no and its

percentage is 23% and mostly uber gibes their best to make females safe and

comfortable.

4.1.11 Table showing between premium cab services and normal cab are

reasonable?

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

STRONGLY AGREE

25%

AGREE

37%

NETRUAL

27%

DISAGREE

STONGLY DISAGREE

TOTAL

152

100%

Table 4.1.11

Fig 4.1.11

Inference

The table and chart show us the customers are satisfied by the premium cab

services and ordinary cab services. This is proven by the chart and graph, their

percentages are strongly agreed with 25%, agree with 37%, they are neutral with 27%,

and disagreed with 8% and strongly disagreed with only 1%.

25%

37%

27%

strongly aggree agree neutral disagree strongly disagree

4.1.12 Table showing the need of women drivers in uber:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF

RESPONDENTS

YES

125

84%

12.5%

OTHER

3.5%

TOTAL

152

100%

Table 4.1.12

Fig 4.1.12

Inference

The above table and chart show us the need of women drivers is high this is

stated by the respondents by choosing yes with 84% and only 12.5% of them declined

and 9.5% of them took a other choice.

4.13 Table showing us the requirement of basic languages for the uber

drivers:

CATES GORY

NO OF RESPONDENT

PERCENTAGE OF RESPONDENTS

TELUGU

64.5%

HINDI

ENGLISH

22%

OTHER

4.5%

TOTAL

152

100%

Table 4.1.13

84%

12.50%

3.50%

WOMEN DRIVERS

YES NO OTHER

Fig 4.1.13

Inference

The table and chart explain us about the language preferred by the respondents

by the drivers. This can be proved by the figures of table and chart they are 64.5%

preferred Telegu, 9% preferred Hindi, 22% preferred English, and only 4.5% preferred

other language.

4.1.14 Table showing us the reasonable prices for share and rentals

options in uber:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

28.5%

24.5%

26%

12%%

TOTAL

152

100%5

Table 4.1.14

64.50%

22%

4.50%

LANGUUAGE PREFERENCE

1st Qtr HINDI ENGLISH OTHER

Fig 4.1.14

Inference

The table and chart show the pricing of share and rentals of uber services and the

ratings are well high. They can be observed by their percentages and they are 28.5%

24.5% 26% 12.5% 9% respectively.

4.1.15Table showing the cost reduction and time saving in share option:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

YES

103

68%

11%

MAY BE

21%

TOTAL

152

100%

Table 4.1.15

Fig 4.1.15

28.50%

24.50%

26%

12%

PRICES

5 4 3 2 1

68%

11%

21%

YES NO MAY BE \

Inference

The above table and cart show us the liking of respondents towards the sharing

option of uber. The percentages can prove the statement and they are, yes is 68%, no is

11% and may be is 21%.

4.1.16 Table show us the respondent ever met with an medical

emergency while travelling in uber:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

YES

20.5%

110

72.5%

OYHER

TOTAL

152

100%

Table 4.1.16

Fig 4.1.16

Inference

The above table and chart show us that the medical emergencies did not take

place at the time travel in uber. This can be understood by the chart their percentages

are yes 20.5% no 72.5% and other 7%.

4.1.17 Table showing us that the services provided by the uber are

satisfactory or not:

20.50%

72.50%

MEDICAL EMERGENCIES

YES NO OTHER

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF

RESPONDENTS

YES

105

74%

15%

OTHER

11%

TOTAL

152

100%

Table 4.1.17

Fig 4.1.17

Inference

The above table and chart show us the customer satisfaction of the respondents.

By observing the above, we can understand the service provided by the uber is

satisfactory, their data is 74% for yes, 15% and 11%.

4.1.18 Table showing us the accident rate while travelling in uber bike

ride:

74%

15%

11%

CUSTAMER SATISFACTION

1st Qtr NO OTHER

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

YES

10%

123

81%

OTHER

TOTAL

152

100%

Table 4.1.18

Fig 4.1.18

Inference

The above table and chart show us that there are not many accidents while travelling

in uber.This can be proven through the percentages they are 10% of yes 81% of no and

9% other. By this can understand that the uber ride is safe.

4.1.19 Table showing us the response management of uber:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

VERY FAST

21%

FAST

35.5%

NEUTRAL

36.5%

NEVER

TOTAL

152

100%

Table 4.1.19

10%

81%

ACCIDENT RATES

YES NO OTHER

Fig 4.1.19

Inference

The above table and chart show us that response management of uber is doing a

well and good job. This can be practically understood by 21% of very fast, 35.5%

response of fast response, 36.5% response of neutral and 6% response of never.

4.1.20 Table showing us the emergencies services provided by the uber:

CATEGORY

NO OG RESPONDENTS

PERCENTAGE OF RESPONDENTS

STRONGLY AGREE

8.5%

AGREE

35.5%

NEUTRAL

38.5%

DISAGREE

STRONGLY DISAGREE

12%

TOTAL

152

100%

Table 4.1.20

Fig 4.1.20

Inference

The above table and chart make us understand the most of the respondents

know the emergencies provided by the uber, this can also be numerically the is 38.5%

of the respondents choose neutral, 36.5% of the responses prove us by choosing agree

and 12% of responses are strongly disagreeing and 8.5% strongly agree and only 6% of

the respondents disagree them.

4.1.21 Table showing us ever the respondents tried the public

transportation:

CATEGORY

NO OF RESPONDNTS

PERCENTAGE OF RESPONDENTS

YES

41%

44%

MAY BE

15%

TOTAL

152

100%

Table 4.1.21

Fig 4.1.21

Inference

The above table and chart show us that how many of the respondents know

about the public transportation of uber they can be mor closely understood by the

41%

44%

15%

PUBLIC TRANSPORTATION

1st Qtr NO MAY BE

following figures they are 41% for knowing the transport, 44% for not knowing the

option and 15% for may be.

4.1.22 Table showing the respondents feeling towards the worthiness of

the public transportation:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

7.5%

18.5%

24%

44%

TOTAL

152

100%

Table 4.1.22

Fig 4.1.22

Inference

The above table and chart explain us that public transportation can be trusted

and this can be understood by the following ratings given by the respondents. 44% for

rating 5 on5, 24% for rating 4 on 5, 18.5% for rating 3 on 5, 7.5 for rating 2 on 5 and 6%

for rating 1 on 5.

4.1.23 Table showing us new option of uber courier services:

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

YES

45.5%

54.5%

TOTAL

152

100

Table 4.1.23

Fig 4.1.22

Interference

The above table and chart show the courier services of uber not so popular but

their service is well and good. The respondents choose yes with a percentage of 45.5%

and no with a percentage of 54.5%.

4.1.24 Table showing us the safety management of the uber courier

services

TABLE 4.1.24

CATETORY

NO. OF RESPONENTS

PERCENTAGE OF

RESPONENTS

DISAGREE

11%

AGREE

36.5%

NETRUAL

52.5%

45.50%

54.50%

UBER COURIER SERVICES

1st Qtr NO

FIGURE: 4.1.24

Inference

The table and chart show us that the respondents feel neutral about the uber

courier services its percentage is 11%, as the management started this service recently

the customers need more time to trust the courier services, they agreed with 36.5% and

disagreed with 52.5%.

4.25 Table showing us weather there should be any specific department of

women safety management

TABLE:1.4.25

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

YES

108

73%

10.5%

MAY BE

16.5%

TOTAL

152

100%

52.50%

36.50%

11%

SAFETY

DISAGREE AGREE NEUTRAL 4th Qtr

FIGURE:1.4.25

Inference

The above table and chart shows us the respondents want a specific department

for women safety by the followning figures, they have choosen yes 73%, no with 10.5%

and neutral with 16.5%. these figures the respondents state that the women safety

department is mandatory for any kind of companies.

4.26 Table showing able and chart shows us the liking or rating of the

whole questionire:

TABLE:1.4.26

CATEGORY

NO OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

4.5%

1.5%

15%

27%

52%

152

100%

73%

10.50%

16.50%

YES NO MAY BE

FIGURE:1.4.26

Inference

The above table and chart tell us above the whole questionnaire rating this

results a high value by choosing 5 on5 by 52%, 4 on 5 by choosing 27%, and 15%by

choosing 3 on 5, and 4.5% for choosing 1 on 5 and 1.5% for choosing 2 on 5.

4.27 Table showing us the rating for the whole uber customer satisfaction:

TABLE:1.4.27

CATEGORY

NO OF RESPONDENS

PERCENTAGE OF RESPONDENTS

1.5%

2.5%

4.5%

12%

2.5%

15.5%

59.5%?

TOTAL

152

100%

FIGURE:1.4.27

Inference

The above table and chart sow us the whole rating of uber customer care device

they have chosen 59.5% for 10 points and 15.5% for 9 points 4.5 for 8 points so on and

this states that the respondents are satisfied by the uber customer management and

they need little more improvement so that uber can be more efficient and excellent.

2.50%

2.00%

4.50%

12.00%

15.50%

59.50%

RATING OF UBER CUSTOMER SERVICE

\1 2 3 4 5 6 7 8 9 10

CHAPTER: 5 : SUMMARY

Summary:

The research started with knowing about customer satisfaction, customer

behaviour, customer demand etc. the anxiety of knowing about the reviewing of

customers made me to research on this topic which is UBER AND ITS CUSTOMER

SERVICES. Uber a ride hailing service is known in the whole world for the one of the best

online cab services. Uber was started in 2010 October 28 its head quarters is California

and it also continued to start with new services like food delivery, courier, freight

transport, etc.

I started knowing about uber customer services and then thought about doing a

research on uber customer services. Also thought of knowing with help of primary and

secondary data. I used primary data by creating questionnaire in the form of online

survey through google form and with secondary data by researching from the browser

and also from other websites.

After creating questionnaire with different ways of questions like name, gender,

education, occupation, and some questions like do you use uber? Do you think prices of

uber are reasonable? Etc. after collecting the respondents answers I understood that

uber is well and good in reviewing .

But as we know uber is coming with many new options like public transportation

courier services etc. but most of the respondents did not even know about these

thongs so my opinion is that the uber should at least advertise and should try to make

their service reach public for their better development.

References

1. Story of Uber

https://www.investopedia.com/articles/personal-

finance/111015/story-uber.asp

2. History of Uber

https://www.uber.com/en-IN/newsroom/history/

3. Success of uber

https://youtu.be/PyhfRKIKtvQ

4. Services provided by uber

https://www.uber.com/in/en/about/uber-offerings/

5. Revenue of uber

https://www.businessofapps.com/data/uber-statistics/

6. Article on uber

https://theconversation.com/global/topics/uber-13621

7. Summary of uber

https://en.m.wikipedia.org/wiki/Uber

8. Customer services of uber

https://help.uber.com/

Questionnaire

1. NAME

2. GENDER

• MALE

• FEMALE

3. AGE

• 0-20

• 20-30

• 30-40

• 40+

4. OCCUPATION

5. Did you ever used uber?

• Yes

• No

• Maybe

6. while booking uber did you face any technical issues in the application?

7. If you faced any issues during uber please comment below

8. How often do you travel uber in a day ?

• morning

• afternoon

• evening

• night

9. Do you think the charges of uber in peak times are reasonable ?

• strongly disagree

• disagree

• neutral

• agree

• Other

10. which type of vehicle of uber do you mostly travel ?

• bike

• auto

• car

• rentals

• share

• public transportation

11. If you are a female ? Do you feel comfortable in travelling on bike in

uber ?

• yes

• no

• may be

12. Do you feel price differences between premium cab services and normal

cab are reasonable ?

• strongly agree

• agree

• neutral

• disagree

• strongly disagree

13.Do you feel price differences between premium cab services and normal

cab are reasonable ?

• strongly agree

• agree

• neutral

• disagree

• strongly disagree

14.So you feel uber has to start hiring women drivers as well ?

• yes

• no

• other

15.which languages do you feel uber drivers should be good enough to

speak fluently with the customers ?

• telugu

• hindi

• english

• other

16.If you travel with share or rentals in uber , do you feel prices are

reasonable with all premium rides ?

• 5

• 4

• 3

• 2

• 1

17.Do you agree share option is helpful in uber for reducing cost and saving

time?

• yes

• no

• may be

18.Did you ever met with an medical emergency while travelling in uber ?

• yes

• no

• other

19.If yes, did uber services satisfy you ?

• yes

• no

• other

20.Did you ever met with an accident while going on uber ride ?

• yes

• no

• other

21.Did uber management respond quickly ?

• very fast

• fast

• neutral

• never

22.In the time of pandemic uber came up with emergency services, how

helpful were those services according to you ?

• strongly disagree

• disagree

• neutral

• agree

• strongly agree

23.Did you ever try the uber public transportation ?

• yes

• no

• may be

24.Yes did you feel that is worthy ?

• 1

• 2

• 3

• 4

• 5

25.Do you know about the uber courier services ?

• Yes

• No

26.If yes, do you feel safe in sending your things through the courier

services ?

• disagree

• neutral

• agree

27.Do you think there should be a department for women safety and

emergency services in uber ?

• yes

• no

• may be

28. Rate the whole questionnaire ?

• 1

• 2

• 3

• 4

• 5

29.Any suggestions for uber ?

30.Rate for the whole uber customer care services ? *

• 1

• 2

• 3

• 4

• 5

• 6

• 7

• 8

• 9

• 10