SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.

36713/epra2016 ISSN: 2455-7838(Online)

EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

A STUDY ON CUSTOMER SATISFACTION TOWARDS

RAPIDO BIKE TAXI SERVICES

Mr. A David
Assistant professor, Department of Commerce with Professional Accounting
Dr. N. G. P Arts & Science College, Coimbatore

Mr. M.Pyntamil
III B.Com (PA), Department of Commerce with Professional Accounting
Dr. N. G. P Arts & Science College,Coimbatore.

ABSTRACT
This study said that in this modern business economy it is very important to analyses the marketing strategy used
in the Rapido bike taxi. The study result shows the majority of the consumers are satisfied with the Rapido bike
taxi but also there is a drawback such as hike in price and such other factor like design of the product. If necessary
steps to re-solve problems of retaining customers of Rapido bike taxi will be high. It will develop the strategy of
marketing, if the company can understand the preference and overall perception of the consumer. Hence, it will
develop the marketing strategy and market share of Rapido bike taxi Company.
KEY WORDS-Customer Satisfaction, Marketing strategy, modern business economy, analyses

INTRODUCTION on-demand taxi aggregators such as Uber , Ola, and

Rapido is an online bike taxi aggregator Rapido bikes, it is the drivers.
based out of Bangalore, India. The company was The taxi market scenario in india in huge
founded in 2015 in Banlogre. It operates in more than scenario the taxi market in india is divided into two
95 cities across the country. In the same year(2015) major segment which are the organized and
rapido company was founded by – Aravind Sanka, unorganized .the unorganized market has a market
Pavan Guntupalli, and SR Rishikesh founded by value of $8.5 billion and organized market holds a
Aravind Sanka, the company has sky rocketed into market value of $500 million. The Indian taxi fore
fame in the few years of its launch and was cast grow at CAGR of 13.7% during 2017-2022. the
appreciated by huge investors in the region. They organized sector in the recently emerged segment in
recently made headlines when they earmarked 200 the market scenario.
Crore for marketing budgets .
The consumer market is filled with opportunities and STATEMENT OF PROBLEM
possibilities to develop. Every market place has a Bike taxi startups have to face a variety of
pivot point. In the case of e-tailors , it is the challenges ranging from the accumulation of funds to
consumers whose appetite for discounts leads them to regulations. Unless the companies can find a way
flame venture capitalists. The passenger vehicle around the challenges, we can't expect it to become a
segment is one of the most sought after and fast viable mode of transport Very few states in India
growing market in India. The increasing population have a legal framework for bike taxis and lack
and limited infrastructure adds to the opportunity to regulations for the industry. Some of the companies
grow, especially attracting the Investors and the son like Ola and Rapido had run into troubles with the
of soil to invest in the competitive manner, which in administration who don't consider the service to be
turn leads to more attractive services at affordable legal.
rates to the customers. There is a mushroom growth
of taxi service providers like Ola, Uber, Meru, NEED OF THE STUDY
Yellow, Fast track, Friends Track , etc. In the case of In the recent years of rapid growth on rental

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |652 |

 SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

services, there is tremendous increase in the usage of HISTORY OF PROFILE OF THE

bike taxi services in all cities, especially in metros. In STUDY
every sphere of business, the service and quality Rapido is an online bike taxi aggregator
should be matched with the perceived, expected and based out of Bangalore, India. The company was
delivered. The big market players in bike taxi founded in 2015 in Bangalore. It operates in more
services are keen in enhancing the products and than 95 cities across the country. Founded by
services to tap the customer base. This study will help Aravind Sanka, the company has sky rocketed into
us to know the customers satisfaction rapido service fame in the few years of its launch and was
quality and staff courtesy, etc. Also, we can have the appreciated by huge investors in the region. They
input and ideas to improve the services to meet out recently made headlines when they earmarked 200
the customer expectation in the near future. Crore 28 Million for marketing budget The company
was founded in 2015 as the Karrier by two alumni
RESEARCH METHODOLOGY and a PESU alumni – Aravind Sanka, Pavan
A Research methodology or involves specific ,Guntupalli, and SR Rishikes.
techniques that are adopted on research process to Rapido today completed 1 lakh+ rides and
collect, assemble and evaluate data. It defines these 50,000 App downloads making it the first bike taxi
tools that are used to gather relevant information in a service in India to achieve these milestones together.
specific in a research study. Rapido is the swiftest, cost-effective and secure mode
of local travel in Bangalore and Gurgaon. Rapido has
REVIEW OF LITERATURE: shown immense growth since its inception in
Dr .Ms. Latika Ajitkumar Ajbani “, (2019)“A November 2015. Rapido has 500+ riders on road on a
Study of Customers’ Outlook towards Ola Cabs daily basis in Bangalore and has up to 85% of repeat
Services ” There are many cab service providers customers every day. The App now has reached a
such as Ola, Meru, Uber etc. who are aggregators milestone and has also garnered 4 star app rating and
connecting customers with drivers through 100% app bookings.
technology such as mobile application. Technological
advancements have impact on lifestyle. Convenience, VISION STATEMENT
safety, comfort, timely service are the factors which  The vision statement is a company's road
determine quality of services leading towards map, indicating what the company wants to
customer satisfaction. For this research data was become by setting a defined direction for the
collected from 50 Units (25 Male and 25 Female company's growth.
sample respondents) residing in Nashik city, India.  Vision statements undergo minimal revisions
From the study it is found that customers prefer Ola during the life of a business, unlike
Cabs in Nashik city. Safety and convenience are the operational goals which may be updated
major factors which influence customers to select Ola from Vision statements can range in length
Cabs services. from short sentences to multiple pages.
Ashish Avinash Khade & Dr. Vaibhav Patil
 Vision statements are also formally written
“,(2018) “ A study of customer satisfaction level
and referenced in company documents rather
of ola and uber paid taxi services with special than.
reference to pune city ” In this paper an attempt has
been made to study the customer satisfaction level of
FEATURES RAPIDO BIKE TAXI
the peoplewho are using OLA and UBER cabs in
Easy Booking
Pune city. In the paper it shows who is
Helmet And Shower Caps
leading the paid taxi market in Pune city, reasons for
Insured Riders
choosing OLA/UBER over other Auto/Bus services.
Economical
It has also been seen that almost 100% respondents
are using paid taxi services in Pune city.

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |653 |

 SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

HOW DOES THE RAPIDO WORKS respondents selected from coimbatore city through a
CLONE SCRIPT WORKS? questionnaire containing 18 questions analyzed
 Ride Request through
 Ride Acceptence 1. Simple percentage analysis.
 Pick Up 2. Rank analysis method.
 Drop
 Payment SIMPLE PERCENTAGE ANALYSIS
Simple percentage analysis is carried out for
 Rating
the all questions gives in questionnaire. This analysis
describes the classification of the respondents failing
DATA ANALYSIS AND each category. The percentage analysis is used
INTERPRETATION mainly for the standardization and comparisons are
In this chapter the analysis interpretation of the study support with the analysis.
on “Consumer satisfaction towards Rapido - bike taxi
“ is presented based on the opinion of sample of 120

FORMULA,
Number of respondents
Percentage Analysis = ------------------------------------------------------------------ *100
Total number of respondents

TABLENO:1
TABLE SHOWING GENDER OF THE RESPONDENTS
S.NO GENDER NO.OF PERCENTAGE
RESPONDANTS %
1 Male 100 83
2 Female 20 17
TOTAL 120 100
Source: Primary data

INTERPRETATION
The above table shows that 83% of the respondents
are male 17% of the respondents were female.

REFERENCE
Majority (83%) of the respondents were male.

SIMPLE RANKING ANALYSIS METHOD

A ranking is a relationship between a set of
items such that for any two items the first is either
“ranking higher than, ranking lower than equal to the
second

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |654 |

 SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

TABLE NO 2
TABLE SHOWING THE PREFERENCE LEVEL OF RAPIDO BIKE TAXI TO THE RESPODENTS
S.NO FACTORS RANK 1 RANK 2 RANK 3 RANK 4 TOTAL RANK
1. Specification 86(4) 11(3) 13(2) 4(1) 407 I
2. Services 23(4) 61(3) 24(2) 6(1) 329 III
3. Online payment 42(4) 38(3) 43(2) 10(1) 378 II
4. Time keeping 30(4) 24(3) 34(2) 38(1) 298 V
5. Safety to taxi ride 26(4) 37(3) 39(2) 18(1) 311 IV
6. Performance 19(4) 27(3) 39(2) 26(1) 261 VI
Source data: primary data

INTERPRETATION SIMPLE RANKING METHOD

Its is observed from the above table that
 Specification has been 1stranked.
specification ranked first , online payment ranked second ,
services ranked third , safety to taxi ride ranked in  Uber moto has been 1stranked
fourth,time keeping is ranked fifth ,performance is ranked  Safety has been 1stranked
sixth .
SUGGESTIONS
REFERENCE Thus study suggested that the marketing techniques
Specification has been 1st ranked. and strategies can be improved for Rapido bike taxi. Most
of the respondents came to know about the Rapido bike taxi
FINDINGS, SUGGESTIONS AND services only through the family members and friends. The
CONCLUSION FINDING study suggested that the design of the mobile phone can be
further improved. To price offers / discount offers to attract
SIMPLE PERCENTAGE ANALYSIS
more member of customers .
 Majority (83%) of the respondents were male
 Majority (48%) of the respondents were 21 years to
CONCLUSION
30 years.
This study concluded that in this modern
 Majority (59%) of the respondents were Under business economy it is very important to analysis the
Graduate marketing strategy used in the rapido bike taxi services.
 Majority (58%) of the respondents are RS 30000 to The study result shows the majority of the consumers are
5000 satisfied with the rapido bike taxi services but also there
 Majority(54%) of the area of respondents URBAN is a drawback such as hike in price and such other factor
 Majority (67%) of the area of bike taxi services in like design of the product. If necessary steps to re solve
respondents problems of retaining customers of rapido bike taxi
 Majority(63%) of the area of respondents weekly services will be high. It will develop the strategy of
onces. marketing, if the company can understand the preference
 Majority (61%) of the anyone recommended bike and overall perception of the consumer. Hence, it will
taxi services respondents. develop the marketing strategy and market share of
 Majority (61%) medias of the bike taxi services rapido bike taxi services.
respondents.
 Majority (78%) the factors of yes compare between REFERENCE
the Rapido taxi with other taxi system. 1. Dr.Ms. Latika Ajitkumar Ajbani (2019) “, A Study of
Customers’ Outlook towards Ola Cabs Services
 Majority (71%) the respondents are type of the ISSN: 0374-8588 Volume 21 Issue 10, November
online payment use of the respondents 2019 the journal Gujarat research society
 Majority (78%) the factors of yes compare between Yashwantrao Chavan Maharashtra Open University,
the Rapido taxi with other taxi system Nashik (Maharashtra).
10
 Majority (78%) the factors of yes compare between 2. Ashish Avinash Khade & Dr. Vaibhav Patil (2018) “,
the Rapido taxi with other taxi system a study of customer satisfication level of ola and
uber paid taxi services with special reference to pune

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |655 |

 SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

cityInternational Journal of Management,

Technology And Engineering Volume 8, Issue VIII,
AUGUST/2018 ISSN NO : 2249-7455
3. Prof. Manjunath.G (2015)“, Brand Awareness and
Customers Satisfaction towards OLA Cabs in
Bengaluru international research and publication
ISSN NO : 2251 1571
4. Dr. S. M. Yamuna (2019) “, A Progressive Study on
Users Perception and Satisfaction towards Online
Cab Service with Reference to Coimbatore .
International Journal for Research in Applied
Science & Engineering Technology (IJRASET) ISSN:
2321-9653; IC Value: 45.98; SJ Impact Factor:
6.887 Volume 7 Issue IV, Apr 2019- Available at
www.ijraset.com
5. Dr. Ruchi Shukla “,(2017) ( OLA VS UBER: The
Battle of Dominance) Every other day in India, there
is a new start up offering efficient cab service to the
citizens operating in urban and rural lifestyles. This
raises a question that is India going through a
possible 'Taxi Revolution.
6. IOSR Journal of Business and Management (IOSR-
JBM) e-ISSN: 2278-487X, p-ISSN: 2319- 7668 PP
73-78 www.iosrjournals.org
7. Dr. Ashok Kumar Panigrahi (2018) A Case Study of
OLA Cabs IOSR Journal of Business and
Management (IOSR-JBM) e-ISSN: 2278-487X, p-
ISSN: 2319-7668. Volume 20, Issue 2. Ver. II
(February. 2018), PP 30-37 www.iosrjournals.org
8. Dr. Kanjer Hanif (2016) “, An Empirical Research
on the Penetration Levels for a Call- a Cab Service
in Mumbai Penetration Levels for a Call-a-Cab
Service in
MumbaiReflectionsJournalofMaanagement,5,http://r
eflections.rustomjee.com/index.php/ reflecti
one/issue/view/3/show

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |656 |

 SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

QUESTIONNER

A STUDY ON CONSUMER SATISFACTION OF RAPIDO BIKE TAXI SERVICES WITH

SPECIAL REFERENCE TO COIMBATORE CITY

1. Name

2. Age

a) 15-20 years b) 21- 30 years c) 31- 40 years d) Above 40

years

3. Gender

a)Male b) Female

4. Educational qualification

b) Upto Schooling B)Graduates C) Post Graduates D) Professionals

5. What is the yearly income of the bike taxi drivers?

a) less than Rs.300000 b) Rs.30000 – Rs.50000
c) Rs.50000 –Rs.100000 d) more than Rs.1000000

6. Area of residence
a) Urban B) Semi- Urban C) Rural

7. What was the consumer purpose of using the bike taxi services?
a) Commercial B) Personal C) Both A & B D) Long Trip

8. Periodic usage of rapido in bike taxi services?

a) Daily Once B) Weakly Once C) Monthly Once D) Yearly Once

9. Does anyone recommend your to consumer rapido bike taxi?

a) Yes b) no

10. How did you come to know about the rapido bike taxi?
a) Relative B) Media C) Friends D) Advertisement

11. The consumers satisfaction level towards quality of rapido bike taxi as follows

Specification Average Good Better Best

Services
Online payment
Time keeping
Safety to ride taxi
Performance
Interiors

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |657 |

SJIF Impact Factor: 7.001| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 11 | November 2020 - Peer Reviewed Journal

12. Did you compare the rapido taxi with other taxi services ?
a. Yes b) No

If yes, what was the Comparative position of bike taxi services provided with other
brands?
TAXI BRAND Rank
Uber taxi
Olo taxi
Fast track taxi
bikie taxi
Others

13. Will you recommend bike taxi to others?

a) Yes b) No

14. What was your preference among the rapido bike taxi ?
b) Olo Taxi B) Uber Taxi C) Fast Track

15. What type of the payment did made you made at the time of taxi driver ?
c) Cash Payment B) Online Payment

16. Ranks given to the various facilities provided consumer by the rapido bikes
asfollows

Facilities Rank
Price
Safety
Driving & seating comfort
Quick way ride
Online payment

17. Whether the bike taxi easily available in Coimbatore city?

a. Yes b) No

18 .By comparing with other taxi, the driving comfort of any other call taxi services is
b. Average b) Good c) Best

19. Mention any suggestions .

2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |658 |