Project Management: Improving Taxi Services in Metropolitan Areas

This project proposal focuses on improving taxi services in metropolitan areas, addressing issues of affordability, accessibility, acceptability, and availability. It begins with an abstract and introduction highlighting the importance of taxi services and the need for innovation in the industry, particularly in the areas of dispatch systems and mobile applications. The research explores the problems faced by the current taxi services, including long waiting times, lack of real-time tracking, and security concerns, proposing solutions like GPS integration and online booking platforms. A literature review examines existing research on taxi service improvements, and the project outlines research methodologies including questionnaires and interviews. The proposal also covers theoretical frameworks, such as tariff systems, and discusses research methods, sampling techniques, and data collection instruments. The project aims to improve customer satisfaction and operational efficiency, contributing to a better transportation experience for urban populations. Finally, the project concludes with expected findings and benefits of the proposed improvements.

Project Management
2017

Improving Taxi Services
Contents
Abstract:................................................................................................................................................2
Introduction:..........................................................................................................................................2
Research problem:.................................................................................................................................3
Research Questions:..............................................................................................................................3
Purpose of the research:.........................................................................................................................3
Literature review:..................................................................................................................................4
Research Methodologies:......................................................................................................................6
Research proposal:.................................................................................................................................8
Expected Research question:...............................................................................................................11
Benefits:..............................................................................................................................................11
Findings:..............................................................................................................................................12
Conclusion:..........................................................................................................................................13
References:..........................................................................................................................................14
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Improving Taxi Services
Abstract:
In this paper, we are looking forward for proposing the new model for improving the taxi
services provided in the city. The current working structure of the transportation industry is
facing the problem of affordability, accessibility, acceptability, and availability. With the
analysis of the research study, we have proposed the model which helps in overcoming the
problems faced in the current working structure of the taxi industry, which helps in providing
good quality services to the customers and make the taxi available on their demand. The
tracking of the customers should be given privilege in the new system to increase the
satisfaction level of the customers because happy customers result in increasing the loyalty
towards the organization.
Introduction:
In the metropolitan areas, the services provided by the taxis are significantly important. The
operational efficiency of the taxi is not satisfactory due to the limitation of on demand pick
up facility. The demand of modern community is the development of the taxi dispatch system
which provides pre-arranged pick up facilities on the demand of the customers. “The
innovation is required in the field of taxi services. In the transport system the flexibility and
comfort can be achieved by using the taxi services” (Wang, 2015). The information system is
required to know the location of the taxi and booking of the taxi according to the
requirement. The quality of the taxi services can be improved with the use of internet and
android mobile applications. The customers can give rating to the services provided by the
taxi. The positive experience of the customers will result into happy customers. “The social
media platform gives the new platform to increase profitability of the taxi industry” (Yang,
2007). The loyalty towards the customers helps in raising the satisfaction of the customers. It
helps in providing competitive advantage to keep the demand of taxi ahead of the
competitors. There are five working principles to enhance the performance of the taxi
services which are classified as the committed drivers should be employed, the operators and
drivers should always remain in touch, the right tools should be used for operations, the taxi
services should be deployed on the online platform, and the medium chosen for local
marketing. The global positioning system should be used in the management of the taxis. The
long waiting queues can be minimised with the availability of taxi on the demand of the
customers. The traffic network management is the key consideration which should be focused
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Improving Taxi Services
to develop an innovative application for enhancing the performance of the taxi services. The
improved taxi services help in bringing a change in the lifestyle of the people.
Research problem:
The innovation is required in improving the present condition of taxi services in the city. The
changes are required in the laws for establishing improved quality of taxi services. The
current working of the taxi transportation services is facing the problem of availability on the
demand of the customers. The long waiting queues have been seen on the taxi stand for
getting the taxi services. The current system is unable to track the real time location of the
taxi, customers, and drivers which increases the threat to security. No tracking of the taxi can
result into the chance of occurring illegal activities in the town. The factors which are
responsible for affecting the quality of service provided to the customers are classified as
weather condition, delays due to the traffic management, and the distance between the
destinations.
The current structure of the taxi services does not provide the facility of insurance. The surge
pricing makes the taxi services affordable for the common people. The safety measures
should be undertaken for the female passengers. There is a risk associated with the loss of
confidential information of the passenger such as credit card details. The availability of the
smart phone is the basic necessity to use a taxi application.
Research Questions:
 Why the administration of the taxi service required in the city?
 What is the satisfaction level of the customers?
 What is the function of the GPS system?
 How the traffic can be managed?
Purpose of the research:
The purpose of the research is to improved accessing of the taxis on the demand of the
customers, the administration of the taxi service, keeping track of customer and driver
location, and analysis the satisfaction level of the customers. The research study helps in
analysing the current situation of the taxi services provided to the customers. “It helps in
making aware about the gaps in the taxi services to be improved for future references so that
good taxi facility can be provided to the customers” (Tang, 2017). It helps in analysing the
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Improving Taxi Services
behaviour of the taxi drivers towards the customers. The factors which are responsible for
managing the taxi services are affordability, availability, attitude, and accessibility.
Literature review:
From the research, we have examined that the quality of taxi services can be improved by
extending the booking period of the taxi. “The customers should be provided with 24 hours
facility to book the taxi” (Chen, 2014). The quality of the services can be improved by
improving the safety measures, conducting of the taxi drivers, and taxi availability on
demand. “The attributes which should be focused in improving the taxi services are booking
of the taxis, minimizing the call rate, availability of taxis, and managing the database for the
drivers and the location of the taxis” (Qu, 2009). The major problem of the taxi services is
seen in the developing countries because the demand of the taxi services, increasing at a
faster rate than expectation and availability of the taxis. The major factor which is responsible
for the increasing growth of the taxi demand is the increasing rate of population. “The
research study through the medium of the questionnaire will focus on the public transport
mode, behaviour of travelling, travel purpose, use of transport, daily average number of trips,
details of origin and destination, and the travel time” (Janeiro, 2011). The reviewing of the
technological innovation in infrastructure which support real time communication and GPS
system to provide high quality services to the customers in dispatching of the taxi. The
double queue model is generally preferred in arranging the taxis on the taxi stand. The
following diagram shows the option available for the taxi drivers. One is standing in the
waiting time and providing services to the customers on their demand and second is roaming
in the street to provide pick up facility.
There is no proper standard followed in the arrangement of taxi on the taxi stand. The model
should be proposed which provides the choice to the taxi drivers to switch their service
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Improving Taxi Services
modes according to their requirement and circumstances. They can choose to roam freely in
the street, service providing on the taxi stand, and dispatching of services from the waiting
queue.
Theoretical Framework:
Transportation is the communication medium between the movement of the people in the
organized manner. The public transportation is required to satisfy economic, social, and
environmental need of the customers. The management of the environment should also be
given importance to resolve the issues of noise, congestion, and pollution. There are three
types of tariff system used in the taxi services which are classified as distance tariff, zone
tariff, and unit tariff. The price of the trip in the distance tariff system depends on the trip
length which can be measured in kilometres. The fare of the taxi will subsequently increase
with the distance covered by the taxi. The distance between the destinations should be known
to get the exact figure of the ticket fare. The price of the fare is not fixed so it becomes
inconvenient for the customers. The unit tariff system is the simplest tariff system. The cost
of the trip is independent of the length of the trip. There are five working principles to
enhance the performance of the taxi services which are classified as the committed drivers
should be employed, the operators and drivers should always remain in touch, the right tools
should be used for operating, the taxi services should be deployed on the online platform, and
the medium chosen for local marketing. The public transportation system can easily handle
the unit tariff system. The price is fixed for the trip. The unit tariff system is not successful
for the short trip. The zone tariff system divides the area into smaller regions which are called
as tariff zone. The cost of the trip depends on the destination point. The price for the
particular zone is fixed. The counting of zone tariff helps in calculating fair amount of the trip
to the customers. The quality of the transport system depends upon the four parameters which
are classified as affordability, acceptability, availability, and accessibility.
From the research, it has been identified that changes in weather can affect the quality of
services provided to the customers in accessing the taxi. The taxis can be made available on
the demand of customers if, problem of traffic management and the maintenance of the road
can efficiently configure. The regulation in the availability of the taxi helps in keeping the
taxi services ahead of their competitors.
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Improving Taxi Services
Research Methodologies:
The purpose of the study is to improve the taxi services in the city. The research proposal can
be prepared by focusing on the research method, areas of study, designing and sampling
method sued for the research, data collection instrument, and the data analysis methods.
 Study of the research purpose:
The purpose of the research is to improve taxi services provided to the customers.
“Improving the taxi services can be improved by improving the quality of the road,
accessibility of the taxi services, participation of the stakeholders, raising the satisfaction of
the customers and taxi drivers, and others” (Widmann, 2011). The management of the traffic
can be done by focusing on the transport agency, association of the taxi, and traffic police
management.
 Use of Sampling methods:
The research problem can be studied by deploying the descriptive and exploratory research
methods. The existing condition of the tai services should be studied by taking small area
under the research study. “The organization of the structured interview helps in predicting the
behaviour of the taxi drivers, customers, terminal attendant, and taxi association” (Wuest,
2017). The following table shows the analysis of the sampling method:
S.N Respondents Type Total
Population
Size of the
sample
Sampling
method
1 Analysis of the transport
office
- 3 Purposive
2. Analysis of the taxi
association
5 3 Purposive
3. Analysis of the customers
behaviour
- 135 Convince
4. Analysis of the taxi driver
behaviour
884 135 Convince
5. Analysis of the terminal
attendant
- 9 Convince
 Questionnaire:
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Improving Taxi Services
The questionnaire is the structured research methodology which is deployed in open and
closed type. The scaled items should be prepared for the respondents. The method is elected
according to the behaviour of the respondents. “The open ended questionnaire is used for
expressing feelings, problems, and perception provided in analysing the taxi services”
(Ferando, 2015). The taxi zoning should be taken into consideration for organizing the
research study. The sample taken for the study should be analysed with respect to sex,
working hours, occupation, monthly income, average daily cost, socio-economic status, and
affordability. The research study through the medium of the questionnaire will focus on the
public transport mode, behaviour of travelling, travel purpose, use of transport, daily average
number of trips, details of origin and destination, and the travel time. The financial status of
the customers should be compared with the amount of money spend in providing the services.
The accessibility and analysis of the stakeholder attitude help in analysing the details of the
feedback given by the customers.
 Interview:
The interview is organized for collecting primary data for the research study. The structured
interviews should be arranged for collecting informal discussion of the person. The aim of the
interview is to collect information about positive and the negative aspect of the current
working system of the taxis and what the future enhancement needed to improve the quality
of services provided to the customers. “The role and responsibilities of the stakeholders
should be clearly understand to enhance the functioning of the taxi services” (Negatu, 2013).
The following table shows the details of interview conducted for knowing the real situation of
the taxi services:
Segment or Area Participants Description
Undertaken the sample
from the general
population
10 participants The participants should
have the complete
knowledge about the taxi
services
Taxi customers 10 participants The participants should be
the regular users of the taxi
Accessibility of taxi user 6 participants The taxi is accessible by
the user once in the month.
Sample taken from the taxi 6 participants The taxi drivers gives the
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Improving Taxi Services
drivers detail of the problems
faced by them in driving
the taxi and providing
services to the customer.
 Observation:
The observation is the method used for collecting primary data for the research study. The
study of images and the real time situation of congestion in the traffic helps in giving birth to
the research study of improving the taxi services. The major factor is to focus on the
management of the taxi traffic to increase the affordability and accessibility of the taxi on the
demand of the customers.
 Method used for data analysis:
The data collected from the different sources require the focus to analyse the data so that the
particular direction should be provided to the research study. “The analysis of the data should
be performed by creating tables, frequency distribution chart, and the associated percentage”
(Venkatesh, 2015). The descriptive statistics should be used for analysing the data collected
from questionnaires, interviews, and surveys organised for knowing the existing situation of
the taxi services.
Research proposal:
The current working of the taxi services should be improved to keep balance between the
demand and supply of the taxi. The balancing between the two helps in raising the
satisfaction level of the customers which in turn improves the profit of the transportation
industry. The improved taxi service system should be incorporated with the following:
 The facility of search option which helps in resolving the issue of availability of the
taxi service on the demand of the customers.
 “The proper training program should be arranged between the taxi drivers and the
associated assistants” (Lin, 2012)
 The agreement should be signed with the taxi drivers and Transportation Company to
resolve the problem of legal issues and restricting the drivers to perform any illegal
activity.
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Improving Taxi Services
 The PLC should be equipped in the taxi by managing the direct control between the
taxi services.
 The step should be taken to minimize the gap between the demand of the taxi services
to the availability of the taxi.
 The terminal attendants should be employed for improving the taxi services provided
to the customers.
 The profitable and unprofitable routes should be measured for improving the income
of the transportation company.
 It helps in minimizing the time wasted by the customer in standing long queues for
waiting of the taxi services.
 The legal workers should be encouraged
 The Global positioning system should be indulged in the taxi for knowing the current
status of the driver and the customers which helps in improving the safety and the
security issue.
 The control measures should be taken to have a control on the traffic management and
the congestion control.
 The short routes should be searched for minimizing the duration of the trip
 The road should be properly maintained.
 Pedestrians path should be developed
 The quality of the transport system depends upon the four parameters which are
classified as affordability, acceptability, availability, and accessibility.
 The price of the trip should be fixed such as which is affordable by the common
people.
 The taxis should be made available on the demand of the customers which can be
done by estimating the demand of the taxi in the particular zone area of the city.
 The online booking of the taxi helps in increasing the accessibility of the taxis on the
demand of the customers.
 The development of online mobile application which helps in getting the knowledge
about the distance of the taxi from the customer. It helps in telling the time taken by
the taxi to reach to the customers. The toll free number should be provided which
helps in making contact with the drivers.
 The taxi should be made available at the taxi stand and for serving to the general
network.
 The GPS system helps in tracing the real time location of the taxi.
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Improving Taxi Services
 The navigation facility should be incorporated in the taxi to overcome the problem of
going to the wrong route.
 The good GPS devices should be used which provides complete network facility.
“The strength of the proposed model depends upon the intuitive use of application for
promoting the sale of the business” (Chen, 2013). The application helps in providing
complete details of the driver to the customers for the security purpose. The GPS system
helps in tracking the current location of the taxi. “The user can pay the taxi fare by using their
credit and debit cards” (Hussein, 2011). The fare can instantly split between different users
travelling together in the car pool. The friendly and safe driving should be provided to the
customers for making their journey comfortable without any chaos. The cars used for
providing taxi services should be kept clean, new models should be used, division of cars in
classes should be taken, facility of water, payment card facility, the rating system, and others.
The customer reviews play an important role in improving the condition of the taxi service
system because the positive feedback helps in knowing the strength of the taxi services and
the negative feedback helps in knowing the weaknesses of the taxi services. The social media
can be used for promoting the taxi services by indulging availability of bonus in providing
services. The bonus and the other scheme help in attracting customers to adopt the taxi
services. The satisfaction level of the customers should be checked because the positivity
helps in increasing the growth of the business and the negativity can result into the
declination.
The new taxi service system should be capable of providing insurance to the customers
travelling in it. The customers should be provided with the detailed history of the drivers so
that he cannot perform any illegal activity. The safety number should be provided to the
customers especially female customers in the time of emergency. The accessibility of the taxi
should be provided with the simple SMS system. The authorization techniques should be
used for using the database and application. The unauthorised persons should not be allowed
to use the application. The quick affordability and accessibility of the taxi helps in raising the
demand of the taxi which increase the profit of the enterprise. The adoption of the proposed
new model helps in optimizing the customer satisfaction and the profit of the taxi industry.
Expected Research question:
What is the counter measures should be taken to keep congestion control and traffic
management?
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Improving Taxi Services
Benefits:
The improved taxi services help in raising the satisfaction level of the customers to a high
extent due to the increasing accessibility within the affordable amount of the price of the taxi
fare. The barriers of accessibility can be resolved with the increasing taxi services within the
zone according to the demand in that zone. The mobility of the customers gets increased and
helps in minimizing the long queues of passengers. The monitoring of the traffic can be easily
manageable. The future challenges can be resolved with the improving facility and balancing
the demand and supply. The GPS system helps in tracking the real time location of the taxi
drivers and the customers. The families can together enjoy the outing which helps in
developing healthy social relationship. The implementation of the proposed system provides
the following benefits:
 Helps in providing the taxi services at a much faster rate
 The balance can be developed between the demand and supply of the taxi.
 The use of trained drivers helps in minimizing the risks of accidents and congestion in
the traffic.
 Short route can be undertaken by making use of navigation system which helps in
minimizing the fuel usage.
 The affordability of the taxi to the common people by implementing the schemes of
car pool.
 “The government policies and schemes should be focused for minimizing the risks of
illegal activities” (Salanvo, 2016).
 The implementation of the insurance policies helps in raising the satisfaction of the
customers.
 The clear guidelines of the insurance should be provided to the customers.
 The instant distribution of the fare price among the customers of the car pool.
 The female customers should feel safe while using the taxi services.
 The details of the drivers should be provided to the customers to restrict them to
perform any illegal activities
 The GPS system helps in keeping the eye on the working of the taxi and real time
location of it.
 “The installation of the proposed system helps in developing the proper schedule of
the taxi drivers which helps in raising the availability and minimizing the chaos
between the drivers” (Govender, 2014).
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