Customer Satisfaction and Performance: A Comparative Analysis

This assignment content includes a collection of research articles and book chapters related to customer satisfaction, service quality, and loyalty. The studies examine the role of customer participation, word-of-mouth, and corporate social responsibility in enhancing customer satisfaction and sales performance. Additionally, the articles explore how product performance, brand reputation, and service failure affect customer satisfaction and loyalty.

Research Business
Project
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TABLE OF CONTENTS
Title..................................................................................................................................................3
INTRODUCTION...........................................................................................................................3
Aim of the research......................................................................................................................3
Objectives of research..................................................................................................................3
Rationale of project study............................................................................................................3
Research questions.......................................................................................................................4
LITERATURE REVIEW ...............................................................................................................4
RESEARCH PROCESS..................................................................................................................7
Discussion and interpretation.........................................................................................................10
CONCLUSION AND RECOMMENDATION.............................................................................23
REFERENCE.................................................................................................................................25
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TITLE
Impact of technological change on growth of taxi industry: A case study on Uber UK.
INTRODUCTION
Research project is related to accomplishing any task for effectiveness of organization as
well remains able to enhance efficiencies of company. In this regard, different research methods
are used for analyzing customers' views on product services of firm as per which planning
procedure is implemented. The present report is based on understanding aspect of technological
changes impact on taxi industry of UK regarding Uber. It is private limited transportation
industry's company of UK that provides traveling and comfort transport facilities to UK people.
In this regard, due to changes technology, customers' views get changed time by time that affects
quality services of resources. In this process, research and analyzing country's people views can
be described through this assignment. Including this, technological changes impact on quality
services of taxi is to identified. However, various tools and techniques for data interpretation and
making decisions for effectiveness of company. Thus, overall research project, analysis and
implementing action plans can be understood.
Aim of the research
To analyze technological change impact on development of transport industry.
Objectives of research
Project manager of Uber sets different targets to accomplish projecting that includes
following objectives:-
 To identify technological changes impact on taxi industry.
 To determine challenges to be faced for improving efficiency of transport sector.
 To recognize role model of Uber in country's development
 To understand significance of technological changes in transport sector.
Rationale of project study
The present research study is significant for analyzing different research methods and
gaining customers' views on traveling services of Uber. In this process, it is useful for identifying
role model of transport industry's effectiveness in country's growth (Bauer, 2014). However,
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critical evaluation on research business project is to be understood that presents different ideas to
create balance between actual and expected performance of organization. Moreover, it is
important to study this project that creates varieties of tools and techniques are helpful for better
understanding regarding project accomplishment for development of country. In addition to this,
various challenges can be analyzed that affects on environmental factors for better quality
services of transportation sector. Through this project study, research methods and data
interpretation is to presented that is valuable for determining technological changes impact on
taxi industry effectively.
Research questions
There are several questions to be put up for project planning that is related with
company's effectiveness can be expressed as below:-
 How technological changes impact on taxi industry of country?
 What challenges are occurred for improving quality services of transport industry?
 Identify importance of Uber for increasing efficiency of transport industry and nation's
development.
 Why technological changes in transport sector is needed?
LITERATURE REVIEW
Technological changes impact on taxi industry
According to Blumberg, Cooper and Schindler, (2014) different kinds of technological
changes are occurred that affects organization's performance. In this regard, positive and
negative outcomes are obtained. On the basis of these factors' analysis, it is recognized that either
entity can grow its operations or can reduce its market position. However, various tools and
techniques are obtained for making decisions related to further business operations. In addition to
this, recognizing all of these factors are usable for preparing planning procedures. However,
changes in technological can be of purchasing new machinery equipment, increasing quality
services, online marketing as well advertising for company's services in more effective manner.
Moreover, changes are implemented through this process that affects on organization's
effectiveness. In this regard, transport sector of country get impacted due to changes in external
environment factors. It is interrelated with different sectors of country as economic, employment,
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education and so on. Therefore, nation's effectiveness through transferring goods within
countries of the world.
In opinion of Caillaud, Rose and Goepp, (2016) changes in technology affects transport
sector of country through production and distribution of goods, traveling and entertaining for
country's people and so on. In addition to this, financial development of organization as well
nation is obtained through this process that affects on productivity and profitability at high level.
Implementing in technology affects tourism as well employment sector of nation. However,
other nations' growth is also obtained through this system. In accordance to this, various tools
and techniques can be applied for better quality services and enhancing efficiencies of the
countries worldwide. However, transport facility of nation is developed through that affects
financial and other sectors' growth as high level.
Eisingerich, Auh and Merlo, (2014) argues that except technological, different external
environment factors are impacted on organization's performance such as people interests, social
and cultural factors, changes in government policies related including rules and regulations for
business operations. In accordance to this, business environmental factors changes are created for
positive and negative aspects as growth and customers' views also get changes with time.
Therefore, it is required for manager of organization to prepare strategies related to
implementing changes and creating innovations.
Challenges faced by organization to improve efficiency of transport sector
According to Ennew, Binks and Chiplin, (2015) for adopting changes, several challenges
are to be faced that affect on organization's performance and quality services. In this regard, both
positive and negative implementations are created for sustaining reputation of entity in travel and
tourism sector. It is required to analyze market position as well customers' interests are gained
through this process. Moreover, changes in transport sectors' efficiencies are impacted with
nation's growth. It is interrelated with producing and distributing goods among different
countries as well related with making decisions for better quality services. Moreover, different
challenges are to be faced which are controllable and uncontrollable. Including this, people
interest towards transport services and getting entertainment changes time to time. In this regard,
it is valuable for all sectors' growth. Hence, for accepting innovations and applying ideas for
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accepting changes are quite different in comparison to outcomes. In accordance to this, various
implementations and enhancement are presented through this planning tool.
On the contrary to this, Farrokhyar, (2014) claims that it is difficult to accept
technological changes that impacts on organization and country's performance. In this process, it
is risky to control uncontrollable changes due to changes in different government policies and
people views on traveling and customer dealing services for several purposes. In addition to this,
it is challenge for any organization to adopt technological changes with high level of investments
and implementing changes that leads to gain different kinds of positive as well negative aspects.
However, production and supplement of goods also get affected through this system that is
interrelated with quality services of different business activities. Hence, manager of organization
considers as responsible for nation's effectiveness and adopting chages that affects several tools
and techniques for making decisions related to further business operations in travel and tourism
sector. For improving efficiency of traveling services, it is needed for company to make
decisions on the basis of current market position through conducting research.
Important value of role model of transportation companies
As per the point of view of Haumann and et.al., (2014) Adoption of changes in transport
services affects company and nations' effectiveness. In addition to this, its changes plays
significant role in financial and non-monetary changes of country. However, on the basis of this
interpretation, several ideas are created for increasing efficiencies that affects different sectors. In
this regard, various positive aspects are implemented that is useful for better quality services
related to producing and supplementing goods at high level. Moreover, transportation companies
plays crucial role in overall growth of nation effectively. In this process, both positive and
negative aspects are presented that is helpful for preparing planning and making decisions related
to transportation services are enhanced at high level. It is valuable for employing large number of
applicants for performing job role in different sectors that is valuable for getting adjusted
according to changes including internal and external that affects business environment for
producing goods and services.
Jahanshani, Hajizadeh and Khaksar, (2014) argues that due to several changes,
effectiveness and quality services of taxi industry get impacted. In this regard, various negative
and challenging tools are obtained that affects country's position and role model for supporting
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other nations as well also interrelated with different sectors. In this process, it is risky to handle
other sectors of country through improving only transportation. However, if transport sector goes
down then various sectors' performance get disturbed such as employment, production and
distribution of goods, making decisions on the basis of present organization's performance. In
addition to this, it is interrelated with all sectors and different efficiencies to support other sectors
and countries of the world.
Critical evaluation on transport sector importance
According to Jahanshani, Hajizadeh and Khaksar, (2014)( applying innovations on
transportation of country leads to gain both results as positive and negate. In accordance to this,
accepting changes attracts people at high level as well high level of demand for traveling
services will be obtained. Including this, production and supplement of goods and customers
demand for taking advantages of new creations in taxi industry. It influences productivity and
profitability of company also able to making decisions regarding different sectors' effectiveness.
Moreover, varieties of tools and techniques are obtained through this process that affects
financial and non-economic performance of country. In addition to this, it is significant for
enhancing quality services in all sectors of nation. Moreover, varieties of tools are gained for
nation's effectiveness as well enhancing efficiencies at high level.
On the contrary to this, Kärnä, (2014) argues that transport sector's implementation is
quite expensive that is not affordable for all organizations who works for travel and tourism
sector. In this regard, several ideas are created for better quality services and implementing
changes at large scale. In accordance to this, transport sectors' efficiencies and other fields
performance get affected through this method that is useful for implementing strategies as well
making place to aware society with traveling and different services effectively. Moreover,
transport sector and its efficiencies get implemented by critically evaluating all aspects of
transportation and other sectors that affect country's growth.
RESEARCH PROCESS
Researcher of organization uses several techniques for conducting research as primary
and secondary data collection. Under this process, for gathering information at first time as well
current performance of organization is done through primary data collection. While, collecting
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data through using ready and prepared materials are valuable for analyzing organization's
product services. In this way, different aspects of research process can be described as below:-
 Research approach:- Under this system, researcher uses inductive approach by which
various tools for research and implementing plans are created for better quality services.
Including this, current business performance is analyzed and also different sectors'
growth is obtained (Korschun, Bhattacharya and Swain, 2014). However, research is
conducted through applying different strategies and theories that is related with
enhancing efficiencies of transportation and making decisions for other sectors' growth as
employment, education, production and distribution of goods as well services etc.
Therefore, research approach of the present study is for conducting survey and using
different theories to be implemented to gain better quality of services. In this regard,
several tools and techniques are applied by collecting views of managers of Uber related
to Uber effectiveness for analyzing impact of technological changes impact on taxi
industry of nation. However, research is conducted through this process as well further
decisions are made through process for enhancing efficiencies at high level.
 Research design:- Researcher of Uber applies descriptive approach for conducting
survey as well analyzing them on the basis of which further implementation can be
obtained at high level. It includes recognition of issues, disputes and several conflicts
occur at workplace. However, by analyzing these aspects several ideas can be generated
for reducing issues by following on strategies prepared for solutions (Mackey and Gass,
2015). In accordance to this, a systematic structural framework is created for analyzing
organization's performance that affects operating further business activities related to
transport industry at large scale. Therefore, by introducing issues and conflicts, it is
obtained that implementation and increasing efficiencies of firm can be gained at
effectively that is interrelated with different sectors of nation.
 Research philosophy:- There are several kinds of research philosophies applies for
conducting research such as positivism, realism, interpretive and so on. For this research
study, analyst uses positivism strategy that includes determining a specific goal and
preparing planning for reaching out to set target. In addition to this, several tools and
techniques are obtained to be implemented for this research project regarding Uber role
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model for implementation in taxi industry. However, different aspects are presented
through this research philosophy that affects country's effectiveness (Reynolds and et.al.,
2014). Therefore, determined goal is gained through this process that is related to making
decisions for better working performance.
 Data collection:- It has been noticed that data collection is a method which allows to
have effective collection of information. On the basis of information collected the
outcome of study can be framed in order to meet key goals and objectives. Data
collection methods assume an important place in every research (Saeidi, Sofian and
Saaeidi, 2015). This implies that researcher has to use suitable methods for collecting
data in order to achieve the aims and objectives of research. There are mainly two
methods of data collection known as primary and secondary methods. In order to have
effective collection of data for present investigation the primary and secondary data
aspects has been considered. For primary data collection the questionnaire has been
designed. In this, responses will be taken from professional managers of taxi industry so
that goals and objectives can be accomplished. Moreover, use of books, journals and
online sources will provide assistance of secondary data collection. Secondary method of
data collection is another technique that is used in gathering data for a research.
Secondary data consists of information that has been published in other studies. With an
application of such values the research problem can be resolved.
 Data analysis:- In addition to this, it can be said that after gathering of data the
interpretation of information is significant. It has been witnessed that by having an
appropriate analysis of information the issues can be overcome in desired manner. Data
analysis can be in different manner such as statistical and logical values are being
presented (Sengupta, Balaji and Krishnan, 2015). However, the information can be
presented in both qualitative and quantitative aspects. Presenting quantitative information
the numerical evidences can be presented. Along with this, it helps in attaining the better
outcome of investigation. On the other side, the qualitative information is presented to
ensure about theoretical evidences. In order to have effective data analysis, the experts of
present investigation has focused on qualitative aspects. Better support is being provided
to analysis process through application of thematic approach. Moreover, in thematic
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technique different themes are being framed on the basis of objectives and questionnaire
designed. Responses taken from members will be evaluated in thematic approach. It has
been noticed that by having an effective evaluation of information the issues or research
problem can be overcome (Taylor, Bogdann and DeVault, 2015). It allows to have
effective development of understanding about the subject. In this, tables and graphs can
be used to provide appropriate presentation of collected information.
 Ethical consideration:- Analyst of Uber concentrates on ethical considerations that is
useful for building up trust of people and society of UK related to transportation sector
role model in country's effectiveness. Including this, it is valuable for creating varieties of
ideas for production and distribution of products as well providing good services to
people for gaining their effectiveness for better quality services. In this reagrd, for
collecting data through secondary research for visiting other organization's performance,
researcher do not try to unlock the restricted sites (Vega-Vazquez and et.al., 2013).
Therefore, various ethical considerations are concentrated to be followed on for
effectiveness in traveling and different sectors' performance that is valuable for
enhancing efficiencies of nation and its sectors as creating balance as well financial and
other sectors' growth for nation's effectiveness.
DISCUSSION AND INTERPRETATION
Analyst is going to conduct servery method for which, he selects 10 managers of Uber
from different departments randomly for asking questions related to collecting data for analyzing
organization's current position. In this process, he prepares a questionnaire consists of a list of
question for asking respondents. However, questionnaire can be presented as below:-
Name:-
Q.1 In your opinion, how is the current performance of Uber in transportation sector?
 Effective
 Satisfactory
 Neutral
 Unsatisfactory
Q. 2 Comment on traveling services of organization in respect of customers' views and demand
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for services?
 Comfort services
 Attracted with traveling services at high level
 Increasing demand for services
 Normal
 Dissatisfied with traveling services
Q.3 Which of the following services of Uber attracts travelers at most?
 Traveling services
 Customer dealing
 Additional facilities
Q.4 Do you agree with the statement, “technological changes affects transport industry of
country.”
 Agree
 Highly agreed
 Disagree
 Highly disagree
Q. 5 Which of the following tool is requires to be focused for adopting technological changes at
workplace?
 Analyzing current market position
 Purchasing new machinery equipment
 Increasing in quality services for effective transportation
Q. 6 In accordance to you, is technological changes adoption affect taxi industry and nation's
growth?
 Yes
 No
Q.7 Which of the following department is most suitable for accepting technological changes
and implementing action plans?
 Production and operation department
 Risk management department
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 HR department
 Finance department
Q.8 As per you, which of the following sector of country affected at most for changing in taxi
industry?
 Employment
 Tourism
 Economic
 Production
Data interpretation:- Views of different managers can be understood with following
thematic analysis:-
Theme 1: Quality services of Uber
Effective 4
Satisfactory 3
Neutral 2
Unsatisfactory 1
12
Effective Satisfactory Neutral Unsatisfactory
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5

As per the above data the survey has been conducted to measure the performance quality
of uber taxi with the help of 10 managers belongs to different department. As per response 4
managers were in favor of satisfactory that the quality performance of uber was effective and 3
of them responds that it was just satisfactory level. Two of them were in favor of neutral service
means performance was neither good nor bad and one of them gave opinion that it was of
unsatisfactory level. So from this response of questionnaire conclusion can be drawn that the
performance service was of effectively level because majority of them agrees that service is
effective. It can be because of easily availability when booked on mobile, can be at cheaper cost
as compared to other taxi companies or may be strict punctuality in timing. Two of them goes
with neutral, it may be because cost per mile may be felt higher. So the overall performance in
transportation can be said that it is effective and can improve in some areas of quality service and
pick up time of customer. To survive competition they need to improve their quality service at
best possible level
Theme 2: Customers' views assumption on traveling services of organization
Comfort services 3
Attracted with traveling services at high level 3
Increasing demand for services 2
Normal 1
Dissatisfied with traveling services 1
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Second question in survey was regarding to Comment on traveling services of
organization in respect of customers' views and demand for services so as per results data are 3
managers with comfort service actually believes that in customers view company is providing
comfort service. 3 of them were in favor of that attended with traveling services at high level, it
means customers believe that traveling services are of high level of Uber taxi. Two of them with
increased demand of service it means demand of Uber service is increasing among public. One
goes with normal and one with dissatisfied. So in this research 3-3 managers favors comfort
services and attracted with traveling services at high in respect of people. So it can be said about
Uber taxi is working great in comfort and attracted service. It may be because the mass network
of uber taxi in uk. So when customer needed at any point of time they can book while using
mobile apps and in no time taxi were in front of their eye. It can only be possible because it have
huge number of taxi network on road. Providing premium service to pickup from home and drop
at destination can be provided
Theme 3: Most attractive services of Uber
Traveling services 5
Customer dealing 3
Additional facilities 2
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Comfort services
Increasing demand for services
Dissatisfied with traveling services
0
0.5
1
1.5
2
2.5
3
3.5

As per the above data these questionnaire belongs to attractive service of Uber for
customer so highest 5 managers agrees that traveling service is best by Uber and 3 agrees that
customer dialing is best while 2 of them goes with other utilities. So from this it can be
concluded that traveling service like, easy availability of taxi and on right time with right cost,
comfort driving seats and good behavior of taxi drivers are included. 3 are with calling service
means customer care calling for inquiry of taxi, fair and pickup time, no waiting in response time
while talking to customer care are included. So 30% are favoring goods calling service. 2
managers are agreeing that other facilities like water bottles in taxi and other utility are good.
So a per data conclusion can be made that the traveling and customer calling services are best as
compared to other taxi company. So company need to maintain its current performance and try to
improve at more higher level from this they can have upper hand in competitive advantage in UK
market and it will be first choice for customer. So all roads of Uk can be interconnected through
Uber cab.
Theme 4: Technological changes impact on transport industry of UK
Agree 4
Highly agreed 3
Disagree 2
Highly disagree 1
15
Traveling services Customer dealing Additional facilities
0
1
2
3
4
5
6

In this data was related to whether a technological changes affect the transport industry in
country 4 agrees on it. 3 of them are highly agreed. 2 managers were disagree and 1 were highly
disagree. So out of 10, four of them supported that yes technological impact on transportation
industry is at great extinct. Uber is totally based on technology like, booking of taxi is done
through online at various platforms like mobile, laptop or tablet and available in various
platforms of android, windows, mac. That's why it has huge customer reach and is very easy to
use and make account online. Payment can also be made via two ways either cash or uber cash
wallet available in app. So there is technological impact not only in uber taxi but in all
transportation industry. If we talk about using metros, railways, trains and Air flights all are day
by day evaluating and new new technology introducing which is making traveling experience
greater and enjoyable. And also by these new invention thousand of miles can be covered in few
hours using flights. So yes technology impact is obvious on transportation industry and means of
transport like, Air rail, road, waterways etc.
Theme 5: Required tool to be focused for accepting technological changes
Analyzing current market position 3
Purchasing new machinery equipment 4
Increasing in quality services for effective transportation 3
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Agree Highly agreed Disagree Highly disagree
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5

In above data the survey was to analyses is which tool is requires to be focused for
adopting technological changes at workplace so from data 3 managers are agreeing that by
analyzing current market position the technology changes can be adopted and also 3 managers
agreeing that increasing in quality service for effective communication can also be followed for
adopting technological changes at workplace. But 4 managers were supporting that purchasing
new machinery will leads to technological changes at workplace. Technological adoption at
workplace is important for company as well as worker. By technical adoption the company can
grow more and its ability to provide service can be increased or its productivity can be increased.
Analyzing market can also be a tool to adopt technological changes because from market
analysis different type of technology available in market can be known. Why need of adopting
technological changes is needed by company, the answer is if technically changes in workplace
then worker will feel more technological advances and can deliver more better service to
customers. Waiting time of customer, better service quality cab, ac enabled taxi, GPS based
customer and rout tracking and fair calculation of traveling charges can be done through GPS
enabled system.
17
0
1
2
3
4
Column C

Theme 6: Impact of technological changes adoption on transport industry and nation's
growth
Yes 7
No 3
So from above data it is known that 7 managers are in favor of technological changes
adoption and its impact on nation and industry while 3 of them are against. As per the
technological changes adaptation on transport industry. It has boosted economical growth. So
transportation has huge impact on economic growth and without transportation no economy can
grow. With the help of transportation goods or services can be transferred from one place to
another which runs economy. People needs to travel daily, from home to office or to other
countries so in this technology plays an important role like checking booking status, confirming
online ticket. And planing traveling ticket and Pre booking. So this has increased economic
growth as less time needed in traveling and transferring goods and services. Metro Trains are ex.
of technological adoption as tracing trains on mobile is easier and faster service that traveler is
using. If we talk about the Uber cab the technology all process are online. Checking rout maps
and tracking cabs, booking cabs and ticketing are ex. of technical innovation. So Uber need to
18
Yes No
0
1
2
3
4
5
6
7
8
Column C

maintain it quality service and adopt technical changes as much as possible and collaborate with
other tech companies to improve its online database and computer applications
Theme 7: Most responsible organization's department for creating innovative changes
Production and operation department 4
Risk management department 3
HR department 1
Finance department 2
This question is all about which department is most responsible for creating innovation
changes in organization and as per survey result 4 managers agreed on Production and operation,
3 are with risk management department. As per management theories department play important
role in growing and achieving organizational objectives. So production and operation department
works is to produce goods as per targeted production budget and operations department is to
smooth functioning of operational activities. So adopting technological changes in these
department can actually help in achieving organizational activities. Only one managers agreed
that Hr department is responsible which is not wholly correct. All departments play equal role in
adopting technological advantage to company. Like production, hr, IT, marketing, finance, Infra
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Production and operation department
Risk management department
HR department
Finance department
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
Column D

etc. so For production budget used by production department is done through software
programming languages like database query language like oracle, MySql etc HR monitors
performance and smooth functioning and flow of qualified skilled labor and employees. But IT
department plays major role as what technology needs to be adopt what type of software and
securities needed are responsibility of IT department. Technology in transport industry can be
like tracking of taxi, solar power or bio diesel based cabs, online management of taxi in control
room, fast speed cabs etc can be innovated and improved.
Theme 8: Highly affected country's sector
Employment 2
Tourism 3
Economic 3
Production 2
As per the data available in table the question regarding which of the sector of country
affected at most for changing in taxi industry so 2 managers are supporting employment, 3
tourism, 3 economic and 2 production. So as per the answers it can be concluded that for taxi
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Employment Tourism Economic Production
0
0.5
1
1.5
2
2.5
3
3.5
Column D

industry tourism and economic sectors are responsible as in equal weighted and 20-20% of
employment and production. Some some other industries like technological and infrastructural
and transportation factor are equal responsible. Employment sectors create opportunity for
academic student or skilled experienced employee and this in taxi industry grow employment
opportunity. Like in taxi industry Taxi drivers, Technician, IT engineer and Business franchisee
ownership opportunities generated. If we talk tourism people travel from one place to another so
they need taxi and this also generate employment and has affected largely Taxi industries.
Economic environment has huge impact on taxi industry. Like People need to travel, this need
create Taxi cab, this taxi cab facilitate service to demanded customer and in return payment
received for service. This payment include, taxi driver hire cost, traveling expenses and margin
of company so in this way whole economic process happens.
CONCLUSION AND RECOMMENDATION
The report is concluded that technological changes impact on taxi industry of country.
However, different research methods are presented for collecting data and further analyzing
information thereby different ideas can be generated for enhancing efficiencies of nation.
Including this, survey method and gaining managers' views on Uber performance is obtained
thereby further implementation can be achieved at high level. Including this, research process
including design, approach, philosophy is determined through this project report that is beneficial
for conducting survey and making decisions for preparing strategies. However, critical
evaluation of different authors' views are presented that is great to understand positive and
negative aspects of research process. Including this, questionnaire and interpretation of
managers' views are introduced that proceed to making decisions as well presenting actual
performance of business organization. Moreover, role model of tourism sector's effectiveness on
21
Agree Highly agreed Disagree Highly disagree
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5

other sectors is gained through this assignment that is helpful for presenting actual performance.
In this regard, it is necessary for project manager to analyze managers' views on transportation
services. However, several tools and techniques for conducting research as well implementing
further business operations are achieved effectively.
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