Customer Perception and Problems towards Ola Services in Smart Cities with Reference to Salem

Velmurugan, J.; Shruthi, R.; Rajkamal, S. V.

doi:10.21659/rupkatha.v11n3.10

Cited by 2 publications

(2 citation statements)

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“…The study showed that different users have different perceptions about service quality which depends on travel characteristics, way of accessing journey, waiting rime and socio economic characteristics. Velmurugan et al (2019) study about users' perception of Ola services in Salem city, showed that driver's irresponsibility and at times driver cancelling rides are the highest ranked issue by users. Shaaban and Kim (2016) paper focused on passengers' satisfaction of taxi services and found that income is the greatest factor influencing satisfaction followed by age and occupation.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Due to rapid growth in population and changing the lifestyle of the people and their progress, people choose luxuries well-being, and their transportation needs have been sustained on the safety, speed and convenience while travelling. The middle-class population in India increased from 15 million in 1991 to 160 million in 2016 (Velmurugan et al, 2019). The rapid growth in the urban sector due to the migration of people from rural areas has increased the demand for travel.…”

Section: Introductionmentioning

confidence: 99%

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Artificial Neural Network for Analyzing the Customer’s Perceived Service Quality and Satisfaction of Online Cab Services

Devalalikar

2023

European Transport/Trasporti Europei

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India has been witnessing rapid growth in travel with the occurrence of online cab service especially in urban sector. The high demand for transport service and lack of good quality of public transport has given the opportunity to many cab aggregators to gain customers. People go for cab because it offers desirable comfort, flexibility and privacy. It also helps to avoid problem like parking issues. Hence, it’s important to assess the aspects that the customer/user is looking for the most while hailing an online cab service. To study the relationship of service quality attributes with overall satisfaction of the cab users, a web-based survey was conducted in Tiruchirappalli and Pune city. This paper proposes the use of Artificial Neural Network (ANN) to analyze perceived service quality of online cab users and to find out the attributes of importance a customer consider while hailing an online cab service. Model developed show that the attributes like safety, waiting time, driver behavior, comfort, cleanliness and trust on driver are some of the variables that have relatively higher influence on overall satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%