Minor mrp final

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PIONEER INSTITUTE OF PROFESSIONAL STUDIES
INDORE
Diligence & Excellence
(Since 1996)
SESSION
(2015-2017)
MINOR RESEARCH PROJECT
ON
“A Study of Consumer Preference towards Cab Services; A Comparison betweenJUGNOO and
OLA”
SUBMITTED BY:
Ayush Joshi
Ateet Bisen
Balendra Kushwaha
Deepak Farkiya
Deepak Saraf
GUIDED BY:
Mr. Varun Keshari
Assistant Professor

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ACKNOWLEDGEMENT
We express our deep gratitude to our institution
Pioneer Institute of ProfessionalStudies, Indore for
providing us to attain the most cherished goal.
We express our profound gratitude to our esteemed
guide Mr. Varun Keshari Ass. Prof. Pioneer Institute
of Professional Studies, Indore for making me
fortunate enough to work under the guidance and
supervision. His constant witness, encouragement,
motivation and positive criticism made this work
daybreak.
We take this opportunity to thank respected Dr. P K
Jain, Principal for providing us the facilities and
encouragement for the successful completion of this
work.
We are also thankful to the entire esteemed faculty
member’s for their help. We owe thanks to all non-
teaching staff for their timely help.

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CERTIFICATE
This is to certify that the project work entitled “A Study of
Consumer Preference towards Cab Services; A Comparison between
JUGNOO and OLA” has been carried out byAteet Bisen, Ayush Joshi,
Balendra Kushwaha, Deepak Farkiya and Deepak Saraf, under the
guidance of Mr. Varun Keshari, Pioneer Institute of ProfessionalStudies,
Indore (M.P).
I recommend this piece of work for acceptance as project for the partial
fulfilment of the Degree Master of Business of Administration of Pioneer
Institute of Professional Studies, Indore (M.P).
Date:
Place:
Mr. Varun Keshari
(Assistant Professor)
Pioneer Institute of Professional Studies

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DECLARATION
We hereby declare that the project work entitled “A Study
of Consumer Preference towards Cab Services; A
Comparison Between JUGNOO and OLA” submitted to
Pioneer Institute of Professional Studies, Indore is a record of
an original work done by us under the guidance of Mr. Varun
Keshari.
Ayush Joshi
Ateet Bisen
Balendra Kushwaha
Deepak Farkiya
Deepak Saraf

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Index
Chapter Page No.
Chapter :1 INTRODUCTION
1.1 Introduction
1.2 Conceptual framework
Chapter :2 LITERATURE REVIEW
2.1 Review of literature
2.2 Rationale
2.3 Objectives
Chapter :3 Research Methodology
Chapter : 4 Results and Discussion
4.1 Analysis of Data
4.2 Results & Discussion
Chapter : 5 Conclusions
5.1 Conclusions
5.2 Scope for future work
5.3 Limitations
References
Annexure (s)
Fact files (Questionnaire)

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INTRODUCTION
Every cab/ taxi service company's mission is to provide reliable, timely, and safe cab
services to passengers with cost efficiency. With latest equipment and technology trends, it is
easy to penetrate into the cab/taxi service market. But the challenge here is what makes you
different from others. One of the key things is the company's products and services should be
innovative and easy-to-use that matches with the ever-changing customer needs.
As a cab/ taxi company one thing to emphasize is the effective communication in the business.
The company should realize that, in a competitive environment, flexibility and professionalism
maintain that leading edge. The company should have drivers and employees that are helpful,
courteous, and fully trained on the use of the computer dispatch system. As an added safety
measure for both drivers and passengers, the Taxi cabs should be fitted with Global Positioning
Systems (GPS), which enable the cabs to be tracked or located in an emergency. All the
Cab/Taxi should be clean, well maintained, and inspected regularly for safety and comfort. The
company's strategy should be to build reputation and market share by establishing business
offering as a viable alternative to existing taxi cab services in the area. The company should also
pursue a better marketing campaign and from that, company can penetrate at least 65% of the
market share. Always the company's long-term goal should be to be the top rated ground
transportation company in the targeted geography. The company's emphasis is to on the dispatch,
mobile data.
OLA
Ola cabs commonly known as Ola, is an Indian transportation network company. Ola started as
an online cab aggregator in Mumbai, now based out in Bangalore and is among the fastest
growing businesses in India. It is working on the business model used by the likes of behemoths
likeUber company.

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It was founded on 3 December 2010 by Bhavish Aggarwal (currently CEO) and Ankit Bhati. By
2014, the company has expanded to a network of more than 200,000 cars across 85 cities. In
November 2014, Ola expanded to incorporate autos on-trial basis in Bangalore.Post the trial
phase, Ola Auto expanded to other cities like Delhi, Pune and Chennai starting December 2014.
In December 2015, Ola expanded its auto services in Chandigarh, Indore & Jaipur. Ola was
valued at $5 billion as of September 2015. Slogan (ChaloNiklo).
Vision:
Ever decided to take a weekend holiday from the city, but spent hours finding a car rental? Or
taken one on the reference of a friend, only to have the operator leave you stranded in the
middle and make you miss an important business meeting? Or did the cab just not show up?
Well, we've faced the same problems too. And we decided to help fix it. So we've created
Olacabs.com, a marketplace for all types of cabs and car rentals. It's very simple: You enter your
city and your need. We search the available inventory of our partners and provide you with a list
of results and prices of different available cars from different operators. You can see our rating
of that operator, what other customers said of them, and then book it right here on Olacabs.com.
Or you can call us and we'll help you through the process! It's that simple.
JUGNOO
Jugnoo gives you the freedom of traveling stress-free. Jugnoo Autos allows you to book on-
demand, affordable and safe rides, without the hassles of getting overcharged. Simply tap and a

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certified Jugnoo driver reaches your desired location in minutes. In November 2014, a mobile
app based on auto-rickshaw on-demand was launched to transform the travelling experience of
the users. Jugnoo app is one of the most revolutionary on-demand auto-rickshaw based hyper
local delivery and ride provider based out in Chandigarh.
Across India, auto rickshaws make more than 229 million passenger trips per day. That number
is expected to more than double to 482 million by 2031. So coming up with the idea of on-
demand auto service made Jugnoo a reliable and highly effective in the hyper local delivery and
transportation industry. To take a ride, what users have to do is to just install the app on their
smart phone and register them as a user. Then they can avail the ride of an auto from their
doorstep at any time. The autos are GPS enabled and the nearest auto will approach you within
minutes. The service was initially available for the tri-city of Chandigarh, Mohali and
Panchkulabut now has expanded to Ludhiana, Jaipur and Amritsar.

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Ola cabs commonly known as Ola, is an Indian transportation network company. Ola started as
an online cab aggregator in Mumbai, now based out in Bangalore and is among the fastest
growing businesses in India. It is working on the business model used by the likes of behemoths
like Uber (company).
It was founded on 3 December 2010 by Bhavish Aggarwal (currently CEO) and Ankit Bhati. By
2014, the company has expanded to a network of more than 200,000 cars across 85 cities. In
November 2014, Ola expanded to incorporate autos on-trial basis in Bangalore.Post the trial
phase, Ola Auto expanded to other cities like Delhi, Pune and Chennai starting December 2014.
In December 2015, Ola expanded its auto services in Chandigarh, Indore & Jaipur. Ola was
valued at $5 billion as of September 2015. Slogan (ChaloNiklo).
Vision:
Ever decided to take a weekend holiday from the city, but spent hours finding a car rental? Or
taken one on the reference of a friend, only to have the operator leave you stranded in the
middle and make you miss an important business meeting? Or did the cab just not show up?
Well, we've faced the same problems too. And we decided to help fix it. So we've created
Olacabs.com, a marketplace for all types of cabs and car rentals. It's very simple: You enter
your city and your need. We search the available inventory of our partners and provide you with
a list of results and prices of different available cars from different operators. You can see
our rating of that operator, what other customers said of them, and then book it right here on
Olacabs.com. Or you can call us and we'll help you through the process! It's that simple.
JUGNOO
Jugnoo gives you the freedom of traveling stress-free. Jugnoo Autos allows you to book on-
demand, affordable and safe rides, without the hassles of getting overcharged. Simply tap and a
certified Jugnoo driver reaches your desired location in minutes. In November 2014, a mobile
app based on auto-rickshaw on-demand was launched to transform the travelling experience of
the users. Jugnoo app is one of the most revolutionary on-demand auto-rickshaw based hyper
local delivery and ride provider based out in Chandigarh.
Across India, auto rickshaws make more than 229 million passenger trips perday. That

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number is expected to more than double to 482 million by 2031. So coming up with the idea of
on-demand auto service made Jugnoo a reliable and highly effective in the hyper local delivery
and transportation industry. To take a ride, what users have to do is to just install the app on their
smart phone and register them as a user. Then they can avail the ride of an auto from their
doorstep at any time. The autos are GPS enabled and the nearest auto will approach you within
minutes. The service was initially available for the tri-city of Chandigarh, Mohali and
Panchkulabut now has expanded to Ludhiana, Jaipur and Amritsar.

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RATIONALE
To acquire all kind of resources so that we can get better service from cabcompany. With the
growing complexities in Indore city, frequent commutation from one place to another has
become a challenge. May it be a daily job or an occasional emergency, your own car may not
always be the best option to serve all these purposes.
A taxi rental firm can offer the various luring and easy services at reasonable costs. Taxi hiring
firms usually sends the local chauffeur to drive the vehicle you have hired in order to avoid any
confusion in direction and routes. This study aims to identify the preferences for cab services in
order understand the specific needs of the daily commuters.

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LITERATURE REVIEWS
(Hellenic Institute of Transport (HIT), Centre for Research and Technology Hellas
(CERTH), Thessaloniki, Greece). The Various works have been presented dealing with the
modeling of taxi services. The first models were basically developed by economists and focused
on the profitability of the taxi sector; they mostly used aggregated values for representing all the
variables of the taxi services. Later studies presented much more realistic models, taking into
account the network and the different zones within the city as well as real characteristics of the
mobility and economic variables, such as traffic congestion or demand elasticity. The third group
of taxi models is the simulation based ones, dealing with discrete-event models of dispatching or
stands markets for reproducing the complex multi-agent system of the taxi services provision.
Aggregated and equilibrium models: The first model developed for evaluating the
performance of the taxi services was developed by Douglas (1972). He presented an aggregated
model using economic relationships from the goods and services sectors. De Vany
(1975),Beesley (1973),Beesley andGlaster (1983) and Schroeter (1972) used the model
presented by Douglas for developing their own models.
Simulation based models: Bailey and Clark (1987) simulated taxicab services and concluded
that the waiting time is relatively insensitive to changes in demand but highly sensitive to
changes in the number of taxi cabs, while Bailey and Clark (1992) used a discrete-event method
to simulate dispatching taxi services concluding in that there is a lineal relation between the total
distance and the fleet size. Kim et al. (2005) proved that the use of information technologies can
improve the quality of the taxi offered services.
PROPOSED MODELS: Two models have been developed for estimating the optimum number
of taxis and the waiting time and unitary costs associated to this supply level. The first model is
an aggregated model developed by defining the system costs function, relating all the variables
to the number of taxis and minimizing the costs. The second model is an agent-based model,
where the real taxi trips are simulated in a controlled environment, recording and analyzing the
most important operational variables. By 20% using a simulation based stand taxi services
model.

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OBJECTIVES
 To target customers are those who need the cab services of the company.
 To know the preference of customer who use cab services for daily purpose.

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RESEARCH METHODOLOGY
A Research design is a specific procedure for conducting and controlling the research project.
Every marketing research must explicitly state its plan about collection and analysis of data. It is
the conceptual framework within which the study is conducted and deals with the procedures
used in the study for the purpose of investigation.
Research Type: The study is exploratory based Study.
Population: All the business class, service class and local public.
Research Unit: Allthe customer which use cab facility of Indore City.
Sample Size: 30 people has selected for the study purpose.
Sampling Method: Non-Probability Convenience Sampling.
Tools for data collection:
 Primary data collected through self designed questionnaire.
Tools for Data Analysis:
 Pie chart
 Bar graph.

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ANALYSIS OF DATA
Interpretation: From the analysis of this Pie chart it can be interpreted that 90% of population
aware and from Ola Cab, 27% JUGNOO and only 3% respondent use both services.
70%
27%
3%
Q. 1 Which service are you aware?
ola jugnoo both

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From the analysis of this Pie chart it can be interpreted that 50% of population use cab
service Weekly, 27% Respondent use cab service monthly bases and 23% Respondent use Cab
services Daily bases.
Interpretation:From the analysis of this Pie chart it can be interpreted that 50% of population
use cab service as primary mode 50% Respondent use cab service as alternate base.
23%
50%
27%
Q.2 How Often Do You Require Cab
Service?
Daily weekly monthly
50%50%
Q.3 Do you take a cab as a primary
mode of transport?
yes no

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Interpretation: From the analysis of this Pie chart it can be interpreted that 60% of population
use cab service as Individual mode 40% Respondent use cab service as Shared.
Interpretation:From the analysis of this Pie chart it can be interpreted that 60% of
populationpays his bill of service by self and 40% Respondents bill Pied by His Company.
60%
40%
Q.4 Which type of cab service do you
generally use?
individual share
57%
43%
Q.5 Who pays for the bill of cab
servise?
you your company

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Interpretation:From the analysis of this Pie chart it can be interpreted that 57% of population
prefer the cab taxi for Intercity travel and 43% Respondent Does not prefer cab taxi for intercity
travel.
Over All Score Of OlaAnd Cab Service
Parameters OLA JUGNOO
Service Quality 235 208
Cost PerK.M. 220 206
Security 245 216
DriversBehavior 223 211
BookingProcess 231 228
PaymentMode 236 242
Response Time 213 214
WillingNessToHelpCustomer 205 201
HandlingOf CustomerProblem 205 200
ProvidingServiceAsPromised 212 203
57%
43%
Q.6 Do you prefer taxi for inter city
travel?
yes no

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Total Score 2225/3000 2129/3000

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Interpretation:From the analysis of this Graph it can be interpreted that in parameter of
service Quality Ola Scored 235/300 and JUGNOO scored 208/300.
Interpretation:From the analysis of this Graph it can be interpreted that in parameter of Cost
per K.M. Ola Scored 220/300 and JUGNOO scored 205/300.
OLA Jugnoo
235
208
Q.7.1
Service Quality
OLA Jugnoo
220
206
Q.7.2
cost per k.m.

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Security service Ola Scored 245/300 and JUGNOO scored 216/300.
Interpretation:From the analysis of this Graph it can be interpreted that in parameter of Staff
Behaviors Ola Scored 223/300 and JUGNOO scored 211/300.
OLA Jugnoo
245
216
Q.7.3
Security
OLA Jugnoo
223
211
Q.7.4
Staff Behaviour

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Booking Process Ola Scored 231/300 and JUGNOO scored 228/300.
Payment Mode Ola Scored 236/300 and JUGNOO scored 242/300.
OLA Jugnoo
231
228
Q.7.5
Booking Process
OLA Jugnoo
236
242
Q.7.6
Payment Mode

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Response time Ola Scored 213/300 and JUGNOO scored 214/300.
Willingness to help customer Ola Scored 205/300 and JUGNOO scored 201/300.
OLA Jugnoo
213
214
Q.7.7
respons time
OLA Jugnoo
205
201
Q.7.8
willingness to help customer

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Handling of customer Problem Ola Scored 205/300 and JUGNOO scored 200/300.
providing service as promised Ola Scored 212/300 and JUGNOO scored 203/300.
OLA Jugnoo
205
200
Q.7.9
Handling of Customer problem
OLA Jugnoo
212
203
Q.7.10
Providing service as promised

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Interpretation
Overall Performance of Ola and JUGNOO cab service on 10 Parameters; in the Comparison of
service Quality Ola Scored More than Jugnoo, in Comparison of cost per kilometer. Ola Score
more Jugnoo,Comparison of Security level Ola score good then Jugnoo, in Comparison of staff
behavior Ola sore more than Jugnoo, Comparison of Payment mode Jugnoo Perform good then
Ola, Comparison of Booking Process Ola Perform best then Jugnoo, in Comparison of response
time Jugnoo Perform best, in Comparison of willingness to help customer Ola Perform best then
Jugnoo, In Comparison of Handling of customer Problem Ola perform best then Jugnoo and in
Comparison of Providing service as Promised Ola perform best then Jugnoo.
Service
Quality
cost per
k.m.
Security
Staff
Behavio
ur
Booking
Process
Paymen
t Mode
respons
time
willingn
ess to
help
custom
er
Handlin
g of
Custom
er
proble
m
Providin
g
service
as
promise
d
OLA 235 220 245 223 231 236 213 205 205 212
Jugnoo 208 206 216 211 228 242 214 201 200 203
0
50
100
150
200
250
300
AxisTitle overall score of ola & jugnoo

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CONCLUSION
At the end of this chapter we can clearly see that there are various technologies
applied by different companies each is slightly following a specific technique but eventually
theyall are trying to achieve the same result which is to improve the car rental industry butthey
are quite different from the system we implemented whereby the cost is quitecheaper and the
technologies here are integrated together to produce more desirableresults. Consumer have
different preferences with respect to different services. However OLA has a comparative
advantage over JUGNOO. This inclination for OLA is due to safety and staff behavior. Also the
type of cab used for servicing the customer also creates an impact on satisfaction for the service.

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SCOPE FOR FUTURE WORK
The future scope of Ola and Jugnoo included:-
 Evaluation of application and was primarily concern with transaction related to booking.
 The record maintains in database of Ola and Jugnoo management was also reviewed.
Discussions were held user to gain understanding regarding various functional aspects of Ola and
Jugnoo.

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LIMITATION
 To keep labor costs down many firms hire drivers who do not know their towns or cities
well enough to take the quickest route to a destination.
 Travelers often find that taxi transportation will require the services of an interpreter, as
drivers are hired who do not speak the local language sufficiently to communicate
effectively.
 Taxi firms who do not mention their policy on animal transportation at the time of
booking should have their license withdrawn.
 Many disabled or elderly passengers complain that drivers cannot be bothered to help
them out of their taxi cab or that they do not help carrying shopping bags to the door.
 Many firms do not exercise proper control over their drivers’ behavior either and non-
smoking passengers find themselves sitting in car that reeks of cigarette smoke.
 Drivers who are inadequately dressed or lack personal hygiene are another annoyance
many passengers feel could be avoided.

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REFERENCES:
 www.olacabs.com
 www.olacabs.org.in
 www.makemytrip.com
 www.digitalgalleryindia.com
 Determination of service Quality – SERVQUAL
 "ISRO to Launch 'JUGNOO' Satellite Made by IIT-Kanpur". Indian Web
Startups. 25 February 2010. Retrieved 21 March 2010.
 "Introduction". JUGNOO. Indian Institute of Technology Kanpur.
Retrieved 21 March 2010.
 "PSLV-C18 carrying weather satellite launched". The Times ofIndia.
 "Objectives". JUGNOO. Indian Institute of Technology Kanpur.
 “Book Auto Rickshaws in Bangalore via Ola Cabs". NDTV Gadgets.

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QUESTIONNAIRE
Dear Respondent,
We are allAteet Bisen, Ayush Joshi, Balendra Kumar Kushwaha, Deepak Farkiya,
Deepak Saraf, students of MBA II semester from Pioneer Institute of Professional Studies
Indore; We are carrying out Minor research project, and our topic is “A Study of Consumer
Preference Toward Cab Service; A Comparison Between JUGNOO and OLA”, .Your
experience and opinion are highly valuable and we would be very grateful if you could spare a
couple of minutes to take part in this survey by completing the questionnaire below. We assure
that this data will be used for academic research purpose only.
Demographic Details
Name : ________________________
Educational Qualification: ______________________
Occupation :- Self Employed Service Housewife Business
Gender : Male Female
Age (in years) : 16-25 26- 35 36-50 51 & above
Monthly Income (in thousands) : 11-25 26-60 60 -125 125 & above
Contact No: ____________________ Email Id: _________________________________
Please tick one of the options for the following questions
Q1. Which Service are you aware of?
A) - OLA B) - JUGNOO
Q2. How often do you require Cab Service?
A) - Daily B) - Weekly C) - Monthly

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Q3. Do you take a cab as a primary mode of transport?
A) - Yes B) - NO
Q4. Which type of cab service do you generally use?
A) - Individual B) - Share
Q5. Who pays for the bill of CAB service?
A) - You B) - Your Company
Q6. Do you prefer Taxi for Inter City Travels?
A). Yes B) NO
Q7. Please give score out of 10 to the services based on the parameters:
S.No PARAMETERS OLA
Score out of 10
JUGNOO
Score out of 10
1 Service Quality
2 Cost per kilometer
3 Security
4 Drivers Behavior
5 Booking Process
6 Payment Mode
7 Response time
8 Willingness to help customer
9 Handling of customer problems
10 Providing service as promised
THANK YOU
**********

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