Development of New Cab Business Model for Delhi Abstract
Added on 2022-10-17
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Running head: DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
Development of new cab business model for Delhi
Name of the Student:
Name of the University:
Development of new cab business model for Delhi
Name of the Student:
Name of the University:
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
Abstract
The paper is concentrated on development of new cab business model for Delhi. This research work
is mainly supported on disruptive innovation in Indian cab market where the industry is witnessed
cab aggregation by means of mobile application, leads to result of technological progress to make
use of transportation easier. The findings of this paper are that most of population of Delhi used
Uber cab services as compared to Meru and Ola. While booking the cab, online payment method is
most popular. Price, transparency, safety, security and ease of use are the factors affect the
transportation services. Most of the cab services are provided with moderately affordable prices of
the cab so that middle level people can ride on it. In this paper RIDE business model is used to
provide with in-depth understanding of on-demand business model such that it is provide with new
business idea to generate stronger value propositions for the customers. RIDE model is also
proposed for benefiting the future researchers so that they are encouraged towards further research
in the future. The paper discusses on the importance of the customer service while booking the cab
along with service offers the customers. If the customers are provided services on their demand and
needs, then they are loyal to the cab company and used their services continuously when travelling.
The data sources used to analyze the topic are primary and secondary. Primary is conducted through
questionnaires and interview and secondary through academic journals, websites and news articles.
The recorded responses will help to analyze the approach of customers while booking the cab. In
the discussion section, SERVQUAL model is linked with the analyzed data and literature study
findings. This study is also providing with recommendations to make improvement over cab
services which will benefit the customers to use cab services.
Keywords: Cab aggregator, disruptive innovation, transportation, mobile application.
Page 1
Abstract
The paper is concentrated on development of new cab business model for Delhi. This research work
is mainly supported on disruptive innovation in Indian cab market where the industry is witnessed
cab aggregation by means of mobile application, leads to result of technological progress to make
use of transportation easier. The findings of this paper are that most of population of Delhi used
Uber cab services as compared to Meru and Ola. While booking the cab, online payment method is
most popular. Price, transparency, safety, security and ease of use are the factors affect the
transportation services. Most of the cab services are provided with moderately affordable prices of
the cab so that middle level people can ride on it. In this paper RIDE business model is used to
provide with in-depth understanding of on-demand business model such that it is provide with new
business idea to generate stronger value propositions for the customers. RIDE model is also
proposed for benefiting the future researchers so that they are encouraged towards further research
in the future. The paper discusses on the importance of the customer service while booking the cab
along with service offers the customers. If the customers are provided services on their demand and
needs, then they are loyal to the cab company and used their services continuously when travelling.
The data sources used to analyze the topic are primary and secondary. Primary is conducted through
questionnaires and interview and secondary through academic journals, websites and news articles.
The recorded responses will help to analyze the approach of customers while booking the cab. In
the discussion section, SERVQUAL model is linked with the analyzed data and literature study
findings. This study is also providing with recommendations to make improvement over cab
services which will benefit the customers to use cab services.
Keywords: Cab aggregator, disruptive innovation, transportation, mobile application.
Page 1
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
Table of Contents
Chapter 1: Introduction.....................................................................................................................10
1.1 Outline of the research study..................................................................................................10
1.2 Context of the study...............................................................................................................11
1.3 Aim of the study.....................................................................................................................12
1.4 Objectives of the study...........................................................................................................12
1.5 Statement of the problem........................................................................................................12
1.6 Reason for selection...............................................................................................................13
1.7 Proposed model- RIDE..........................................................................................................13
1.8 Research hypothesis...............................................................................................................15
1.9 Research questions.................................................................................................................16
1.10 Outline of dissertation structure............................................................................................17
Chapter 2: Literature Review............................................................................................................19
2.1 Introduction............................................................................................................................19
2.2 Growth of Cab Aggregators in Delhi......................................................................................19
2.3 Importance of customer service while booking cab................................................................20
2.3.1 Payment method..............................................................................................................23
2.3.2 Offers attract the customers.............................................................................................23
Page 2
Table of Contents
Chapter 1: Introduction.....................................................................................................................10
1.1 Outline of the research study..................................................................................................10
1.2 Context of the study...............................................................................................................11
1.3 Aim of the study.....................................................................................................................12
1.4 Objectives of the study...........................................................................................................12
1.5 Statement of the problem........................................................................................................12
1.6 Reason for selection...............................................................................................................13
1.7 Proposed model- RIDE..........................................................................................................13
1.8 Research hypothesis...............................................................................................................15
1.9 Research questions.................................................................................................................16
1.10 Outline of dissertation structure............................................................................................17
Chapter 2: Literature Review............................................................................................................19
2.1 Introduction............................................................................................................................19
2.2 Growth of Cab Aggregators in Delhi......................................................................................19
2.3 Importance of customer service while booking cab................................................................20
2.3.1 Payment method..............................................................................................................23
2.3.2 Offers attract the customers.............................................................................................23
Page 2
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
2.4 Challenges faced by cab aggregator industry and customers..................................................24
2.4.1 Identification of points caused gaps in the customer satisfaction....................................24
2.4.2 Explore issues of customer satisfaction due to cab aggregator driver..............................25
2.5 Analyzing the cab companies operated in Delhi.....................................................................26
2.5.1 Loyal customers..............................................................................................................26
2.5.2 Safety concerns...............................................................................................................28
2.5.3 Preference of female drivers............................................................................................29
2.5.4 Cheapest price rate of the cab companies........................................................................30
2.6 Key points from the literature review chapter........................................................................33
Chapter 3: Research Methodology....................................................................................................35
3.1 Introduction............................................................................................................................35
3.2 Methods outline......................................................................................................................35
3.3 Research philosophy...............................................................................................................36
3.3.1 Justification of selecting appropriate philosophy............................................................36
3.4 Research approach..................................................................................................................36
3.4.1 Justification of selecting appropriate approach...............................................................37
3.5 Research design......................................................................................................................37
3.5.1 Justification of selecting appropriate design....................................................................37
3.6 Data collection procedure.......................................................................................................37
Page 3
2.4 Challenges faced by cab aggregator industry and customers..................................................24
2.4.1 Identification of points caused gaps in the customer satisfaction....................................24
2.4.2 Explore issues of customer satisfaction due to cab aggregator driver..............................25
2.5 Analyzing the cab companies operated in Delhi.....................................................................26
2.5.1 Loyal customers..............................................................................................................26
2.5.2 Safety concerns...............................................................................................................28
2.5.3 Preference of female drivers............................................................................................29
2.5.4 Cheapest price rate of the cab companies........................................................................30
2.6 Key points from the literature review chapter........................................................................33
Chapter 3: Research Methodology....................................................................................................35
3.1 Introduction............................................................................................................................35
3.2 Methods outline......................................................................................................................35
3.3 Research philosophy...............................................................................................................36
3.3.1 Justification of selecting appropriate philosophy............................................................36
3.4 Research approach..................................................................................................................36
3.4.1 Justification of selecting appropriate approach...............................................................37
3.5 Research design......................................................................................................................37
3.5.1 Justification of selecting appropriate design....................................................................37
3.6 Data collection procedure.......................................................................................................37
Page 3
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
3.6.1 Data sources used............................................................................................................38
3.6.2 Data analysis techniques.................................................................................................39
3.7 Population and sample............................................................................................................39
3.8 Ethical considerations.............................................................................................................39
3.9 Summary................................................................................................................................40
Chapter 4: Data analysis and findings...............................................................................................41
4.1 Introduction............................................................................................................................41
4.2 Quantitative Data Analysis.....................................................................................................41
4.2.1 Summary on quantitative findings...................................................................................63
4.3 Qualitative Data Analysis.......................................................................................................63
4.3.1 Learning from qualitative findings..................................................................................65
4.4 Summary................................................................................................................................65
Chapter 5: Discussion.......................................................................................................................67
5.1 Discussion on the cab business model....................................................................................67
5.2 Discussion on the success story of cab services in Delhi........................................................68
5.3 Discussion on importance of consumer behaviour and perception towards the cab aggregators
.....................................................................................................................................................71
5.4 Discussion on data analysis results and findings....................................................................73
5.5 Factors affecting the customer satisfaction in cab service market in India.............................77
Page 4
3.6.1 Data sources used............................................................................................................38
3.6.2 Data analysis techniques.................................................................................................39
3.7 Population and sample............................................................................................................39
3.8 Ethical considerations.............................................................................................................39
3.9 Summary................................................................................................................................40
Chapter 4: Data analysis and findings...............................................................................................41
4.1 Introduction............................................................................................................................41
4.2 Quantitative Data Analysis.....................................................................................................41
4.2.1 Summary on quantitative findings...................................................................................63
4.3 Qualitative Data Analysis.......................................................................................................63
4.3.1 Learning from qualitative findings..................................................................................65
4.4 Summary................................................................................................................................65
Chapter 5: Discussion.......................................................................................................................67
5.1 Discussion on the cab business model....................................................................................67
5.2 Discussion on the success story of cab services in Delhi........................................................68
5.3 Discussion on importance of consumer behaviour and perception towards the cab aggregators
.....................................................................................................................................................71
5.4 Discussion on data analysis results and findings....................................................................73
5.5 Factors affecting the customer satisfaction in cab service market in India.............................77
Page 4
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
Chapter 6: Conclusion......................................................................................................................81
6.1 Conclusion.............................................................................................................................81
6.2 Linking with the objectives....................................................................................................85
6.3 Recommendations..................................................................................................................86
6.4 Further scope of the study......................................................................................................87
Chapter 7: Reflection........................................................................................................................89
Chapter 8: Limitation of the study....................................................................................................91
References........................................................................................................................................92
Appendix..........................................................................................................................................99
1. Survey Questionnaires..............................................................................................................99
2. Time Horizon.........................................................................................................................104
Page 5
Chapter 6: Conclusion......................................................................................................................81
6.1 Conclusion.............................................................................................................................81
6.2 Linking with the objectives....................................................................................................85
6.3 Recommendations..................................................................................................................86
6.4 Further scope of the study......................................................................................................87
Chapter 7: Reflection........................................................................................................................89
Chapter 8: Limitation of the study....................................................................................................91
References........................................................................................................................................92
Appendix..........................................................................................................................................99
1. Survey Questionnaires..............................................................................................................99
2. Time Horizon.........................................................................................................................104
Page 5
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
Table of Figures
Figure 1.1: Proposed RIDE model.............................................................................................................14
Figure 4.1: Gender.....................................................................................................................................42
Figure 4.2: Age..........................................................................................................................................43
Figure 4.3: Time to travel by cab...............................................................................................................44
Figure 4.4: Use cab for personal or professional travel..............................................................................45
Figure 4.5: Online cab aggregator typically use........................................................................................46
Figure 4.6: Better payment method for the online cab transportation........................................................47
Figure 4.7: Factor important for selecting a transportation form...............................................................48
Figure 4.8: Prefer to compare the cab operators availability plus transparency on fares from unified
platform.....................................................................................................................................................49
Figure 4.9: Prices of cab affordable...........................................................................................................51
Figure 4.10: Offers require providing in the cab services..........................................................................52
Figure 4.11: Preferable to get female drivers at any time of the day for the female passengers.................53
Figure 4.12: Situation prefer to get carpool...............................................................................................54
Figure 4.13: Primary reason to opt car pool...............................................................................................55
Figure 4.14: Information require about the car owner related to security perspective...............................56
Figure 4.15: Suitable pricing system for the shared journey......................................................................57
Figure 4.16: Recommend cab services to friend or colleague....................................................................58
Page 6
Table of Figures
Figure 1.1: Proposed RIDE model.............................................................................................................14
Figure 4.1: Gender.....................................................................................................................................42
Figure 4.2: Age..........................................................................................................................................43
Figure 4.3: Time to travel by cab...............................................................................................................44
Figure 4.4: Use cab for personal or professional travel..............................................................................45
Figure 4.5: Online cab aggregator typically use........................................................................................46
Figure 4.6: Better payment method for the online cab transportation........................................................47
Figure 4.7: Factor important for selecting a transportation form...............................................................48
Figure 4.8: Prefer to compare the cab operators availability plus transparency on fares from unified
platform.....................................................................................................................................................49
Figure 4.9: Prices of cab affordable...........................................................................................................51
Figure 4.10: Offers require providing in the cab services..........................................................................52
Figure 4.11: Preferable to get female drivers at any time of the day for the female passengers.................53
Figure 4.12: Situation prefer to get carpool...............................................................................................54
Figure 4.13: Primary reason to opt car pool...............................................................................................55
Figure 4.14: Information require about the car owner related to security perspective...............................56
Figure 4.15: Suitable pricing system for the shared journey......................................................................57
Figure 4.16: Recommend cab services to friend or colleague....................................................................58
Page 6
DEVELOPMENT OF NEW CAB BUSINESS MODEL FOR DELHI
Figure 5.1: Demand trend- Delhi Taxi Demand Point...............................................................................69
Figure 5.2: Installation of cab hailing application of Uber and Ola...........................................................70
Figure 5.3: Market size of taxi service market in India..............................................................................78
Page 7
Figure 5.1: Demand trend- Delhi Taxi Demand Point...............................................................................69
Figure 5.2: Installation of cab hailing application of Uber and Ola...........................................................70
Figure 5.3: Market size of taxi service market in India..............................................................................78
Page 7
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