CHAPTER 1

INTRODUCTION

1
WHAT IS A TAXI/CAB?

A taxicab, also known as a taxi or a cab, is a type of vehicle for hire with a driver,
used by a single passenger or small group of passengers, often for a non-shared ride.
A taxicab conveys passengers between locations of their choice. This differs from
other modes of public transport where the pick-up and drop-off locations are
determined by the service provider, not by the passenger, although demand responsive
transport and share taxis provide a hybrid bus/taxi mode.

HISTORY OF TAXIS IN INDIA:

Our humble 3-wheeler or auto rickshaw, as we colloquially call it, is as old as 60 and
has transformed into one of the most reliable urban modes of transportation.

One of the most widely-used modes of transportation in metropolitan cities like Delhi,
Mumbai and Bangalore, these 3-wheelers have given taxis a run for their money on
more than one occasion. So much so, that the app-based taxi services tied up with
auto wallahs to bring them on board. Both Uber and Ola currently function as taxi and
auto aggregators.

Ola app for auto-drivers is available in 8 Indian languages including English, Bengali,
Gujarati, Hindi, Kannada, Marathi, Tamil and Telugu. Ola, with a fleet of about 1.25
lakh 3-wheelers, is one of the leading app-based auto aggregator. The other players in
the segment are Uber and Jugnoo.

Rahul Maroli, vice-president (new initiatives), Ola, believes that the autos or 3-
wheelers were getting stronger and under Rs 6 per km they are still cheaper than the
taxi. Experts believe that 3-wheelers would always remain a cheap and reliable mode
of last mile connectivity, even in cities like Mumbai and Delhi which have robust
mass transport systems in place.

Hailed as the most economical and local way to commute, autos play a pivotal role in
India's transportation network. Bajaj Auto introduced the country's very first auto
rickshaw in 1959. The government initially licenced the company to make 1,000 autos
a year. Hero Motocorp, TVS Motor and Atul Auto are some of the other players that
are currently making 3-wheelers in India. According to a report by ratings agency

2
ICRA, India has emerged as the largest 3-wheeler industry with industry volumes of
9.4 lakh units in financial year 2014-15.

The last decade or so, the Indian 3-wheeler industry grew at a compounded annual
growth (CAGR) of 8.9% in unit sales driven by steadily rising exports as well as
domestic demand, the report added.

As per the last published report on the auto rickshaws in India i.e. EMBARQ India in
2012, autos constitute merely 2-3% of total urban transport in India; but account for
close to 20% of passengers travelling intra-city.

The report said production of auto rickshaws has doubled between 2003 and 2010. It
suggested that strategies to improve urban transport must include a policy vision for
this sector.

According to EMBARQ data, the market size of auto-rickshaws in cities varies from
15,000 to 30,000 in tier II cities (population between 1 and 4 million) to more than
50,000 in tier I cities (population greater than 4 million). The auto-rickshaw sector
provides employment to an estimated 5 million drivers in India.

Some skeptics believe that nothing much has changed for the auto rickshaws and
some have even questioned its safety aspect especially in densely populated metro
cities, which grapple with traffic snarls on a daily basis.

But the three-wheeler has stood the test of time and is depended upon by majority of
the city dwellers, for them the auto rickshaw continues to be the quintessential mode
of transport.

Auto rickshaw drivers have also influenced the outcome of Delhi elections.
Considered as a vote bank to the ruling Aam Aadmi Party, the 3-wheeler drivers have
many times been blatantly supported by the state government.

In February, Delhi Chief Minister Arvind Kejriwal came out in support of auto
rickshaw drivers protesting against the central government's proposal of mandating
class 8 as minimum qualification for obtaining auto rickshaw driving license.

3
So what does the future hold for the auto rickshaw? The National Urban Transport
Policy (NUTP) of the Ministry of Urban Development is the guiding policy at the
national level, focusing on urban transport in India.

With the underlying rationale of people-based transport planning, the NUTP

framework focuses on planning and investments in public transport and non-
motorised transport systems in cities. In order to sustain this mode of transportation,
the need of the hour is reduction in emissions with the help of improvements in
engine technology and progression in ide design such as seat belts and padding on
stiff surfaces, the report said.

TAXI CABS:

India, most taxicabs, especially those in Delhi and Mumbai, have distinctive black
and liveries with the bottom half painted black and upper half painted yellow. In
Kolkata, most taxis are painted yellow with a blue strip in the middle. Private
companies operating taxis can have their own liveries but need to get them approved
from the government. Taxis and all other commercial vehicles have a yellow number
plate so charging taxes and toll in highways is easier for the officials. Delhi is the only
city in India with taxicabs running only on Compressed Natural Gas. To hail a
taxicab, you normally just wait on the street or go to locations called taxi stands.
Taxicabs are referred to as taxis in India and the word cab is rarely used.

New models of taxicabs like the Mahindra Logan, Tata Indigo, Tata Indica and Toyota
Etios are commonly seen in metropolises in India Most of these cabs do not have an
air conditioning system but there are numerous private taxi operators like "Cool Cab"
are air-conditioning. The newer taxis are white, one of the many reasons why the
expensive taxis have been dubbed White Taxis by the locals in cities. Taxis and all
other commercial vehicles have a yellow number plate so charging taxes and toll in
highways is easier for the officials.

Depending on the city/state, taxis can either be hailed or are hired from taxi-stands. In
cities such as Bangalore, taxis need to be hired from taxi stands, whereas in cities like
Kolkata and Mumbai, taxis can be hailed on the street. There are additional surcharges
for luggage, late-night rides and toll taxes are to be paid by the passenger. Thanks to

4
the booming economy but due to disparities in income many types of taxis have come
up. For example, in Delhi there are 5 types of taxi. auto rickshaws- which are the
cheapest form of taxi-, Normal Taxis, Radio Cabs, White Taxis and Tourist Taxis. In
posher areas like Noida and Gurgaon auto rickshaws are banned thus giving the taxis
a monopoly-Chandigarh also - has a well established system of modern radio cabs
using cars like Tata Indigo/Indigo marina, Fiat Siena and Maruti Esteem. Kolkata has
also got many No Refusal taxis that will never say no to the passengers. However,
Taxicabs in Kolkata rarely ply by the meter and refusals and overcharging are
common is face stiff competition from auto rickshaws, but in some cities, for example
Mumbai, rickshaws are banned in the main city district, thus giving taxis a monopoly.

The middle class population in India rose from 15 million in 1991 to160 million in
2011. This segment with its increasing disposable income started demanding and has
been willing to pay for better services across sectors including private and public
transportation. Rapid economic growth coupled with huge infrastructure development,
rigorous effort from Ministry of Tourism to project India as travel destination and
emergence of Business Process Outsourcing (BPO) industry has given a huge push to
the car rental industry in India. Till2003, the point-to-point taxi market in India’s big
metropolitan cities was completely unorganized. It was served either by unorganized,
inconsistent and somewhat expensive private operators or by state government
controlled pre-paid taxis offering a standardized but low quality service. But in 2003
the Radio cabs business emerged as one of the fastest growing businesses in the
Indian transportation sector with Delhi-based Mega Corp setting the wheels rolling
under the Mega Cabs brand in cities such as Bangalore, Mumbai, Calcutta,
Chandigarh, Ludhiana and Amritsar. Today, 15,000 plus professionalized air-
conditioned taxis are available to customers in 6 big cities in a largely reliable,
convenient and affordable manner

SHARED TAXI’S:

Cities and localities where taxis are expensive or do not ply as per the government or
Municipal regulated fares, people use Share taxis. These are normal taxis which carry
one or passengers travelling to destinations either en-route to the final destination, or
nearby the final destination. The passengers are charged according to the number of

5
people with different destinations. A similar system exists for auto-rickshaws, known
as Share autos.

As one example, "Shared taxis" - and known just as that - have been operating in
Mumbai, India, since the early 1970s. These are more like a point-to-point service that
operates only during the peak hours. During off peak hours, they ply just like the
regular taxis, can be hailed anywhere on the roads, and passengers are charged by the
meter. But in order to bridge the gap between demand and supply, during peak hours,
several of them operate as Shared Taxis, taking a full cab load of passengers to a more
or less common destination. The pick-up points for these taxis are fixed, and are
marked by a post that says, "Shared Taxis" and cabs line up at this point during peak
hours. They display the general destination they are headed for on their windscreens,
and passengers just get in and wait for the cab to fill up. As soon as this happens -
which takes less than a couple of minutes does - the cab moves off. Fares are fixed
amount - fixed between the Taxi Unions and the authorities for the point-to-point
distance - and are far lower than the metered fare to the same destination, but higher
than the bus or train fare. Time taken is obviously much less than that by bus. These
taxis are very popular because of the lack of waiting time, faster journey speeds,
greater comfort, and absence of the crush loads of peak hour commuter traffic in
buses and trains. Generally, the taxi drivers choose the locality that they live in, in the
suburbs as the destination in the' evenings, and in the mornings, the destinations are
always the CBD in South Mumbai.

MOTORCYCLE TAXI CABS:

Motorcycle taxicabs are a licensed form of transport in Goa, India. They are much
cheaper than other taxis, although the lone passenger can only carry a backpack as
luggage. Men called ‘pilots’ drive motorcycle taxis in Goa. By law, in some parts of
the state, the rider is expected to wear a helmet, but the pillion-rider is not. These
motorcycle taxis can be identified by their yellow-and-black coloured paint. The fare
should be fixed in and the rides are not metered.

6
CHAPTER 2

COMPANY
PROFILE

7
INTRODUCTION: (OLA)

India's most popular mobile app for transportation, integrates city transportation
formers and driver partners onto a mobile technology platform. As one of India's
fastest growing companies we ensure convenient, transparent and quick service
fulfilment using technology to make transportation hassle free for everyone.

Ola's offerings on its platform ranges from affordable AC cabs on the Ola Micro range
to the superior luxury offering from Ola Lux as well as localized offerings like the
ubiquitous Auto-rickshaws to Shuttle buses for daily commute. Using the Ola mobile
app, users across 102 cities can conveniently book from over 450,000 vehicles
available to them.

ANT Technologies Pvt. Ltd., operating under the trade name Ola, is an Indian online
transportation network company. Ola was founded as an online cab aggregator in
Mumbai, but is now based in Bangalore. As of December 2018, Ola was valued at
$5.7 billion.

THE FOUNDERS:

 BHAVISH AGGARWAL

Education: B. Tech in Computer Science from ITT, Bombay. Prior work

experience: Worked in Microsoft Research, Bangalore for 2 years, right after
college. While trying to chase his dream of entrepreneurship, he started an online
holiday and tour planning service on the side, before changing that into Ola Cabs.

 ANKIT BHATI

Education: Dual Degree (M.Tech+B.Tech) from IIT Bombay. Prior work

experience: Worked in a number of startups including QED42, Makesense and
Wilcom, before joining Ola Cabs.

8
THE OLA CAB STORY:

While trying to keep his holiday and tour planning business afloat, Bhavish had to
travel from Bangalore to bandipur, for which he rented out a car, which ended in a
very bad experience. The driver stopped the car in the middle of the journey and
demanded a renegotiation of what Bhavish was paying. After being refused, he
proceeded to abandon him en-route his destination. This is when he realized how his
plight was probably similar to many customers across the country who were looking
for a quality cab service, but ended up with a one that stood them up, arrived and
dropped them off late, didn't stick to their promises, and came with drivers that were
nightmares behind wheels.

For the first time, he saw the amount of potential that an extraordinary cab booking
service could have, and hence, he changed his business from his earlier start-up to the
one we today know as - OlaCabs. This was in December 2010, where his co-founder
Ankit Bhati joined him in his start-up journey. His parents didn't agree with his idea in
the beginning of course, like all Indian Parents won't. They were thoroughly
displeased with his decision to become a 'travel agent', but when OlaCabs received it's
first round of funding from two angel investors, they started to believe in the change
he was planning to bring.

OPERATIONS:

It was founded on 3rd December 2010 by Bhavish Aggarwal (currently CEO) and
Ankit Bhati. As of 2014, the company had expanded to a network of more than
200,000 cars across 100 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, Chennai and Hyderabad and Kolkata starting December 2014.

Expanded its auto services in Chandigarh, Indore, Jaipur and Guwahati,

Visakhapatnam is valued at $5 billion as of September 2015.

March 2015 Ola Cabs acquired Bangalore based cab service Taxi For Sure for about
$200 million. From the 25th June 2015, Ola users have gained access to TFS cabs via
the Ola application. By November 2015, Ola had acquired Geo-tag, a trip-planning

9
applications company, for an undisclosed sum to strengthen its new bus-shuttle
service.

Ola provides different types of cab service ranging from economic to luxury travel.
The cabs are reserved through a mobile app. This cab service supports both cash and
cashless payment options with Ola money. It claims to clock an average of more than
150,000 bookings per day and commands 60 percent of the market share in India.
November 2014 Ola also started on-demand auto. Rickshaw service on its mobile app
in Bangalore, Pune and few other cities.

FUNDING:

According to recent trends, cab hailing company, Ola has raised a fresh tranche of
about $ 16 Million from nine new investors, including HBM investors and Lyon
Assets Inc. in its on-going service J-round.

According to documents filed with the registrar of companies and sourced from data
intelligence from paper VC, this is a part of the $ 1 billion funding which Ola has
been raising over a period of time.

In J round, petite pond, Omar O Raucci, J3T Ventures, Steven prices and Tina price
and The Ventures, LLC are some of the other investors who also participated. This
round takes the company’s valuation to around $ 5.6 billion. The premium for Lack
Shau has been priced at ` 21,240. A total of 53024 shares have been allotted during
this round. The new funding comes less than month after Flipkart co founder, Sachin
Bansal invested $ 2.1million as part of total funding of $ 100 million in the company.

“I devote a lot of time to hire the right people.”

Say Bhavish

CURRENT POSITION OF THE COMPANY

Now they have 6000+ employees. Instead of buying and renting out their own cars,
Ola cabs partnered with a number of taxi drivers, and added a touch of modern
technology to the whole setup , where people could book cars at short notice through

10
their call centers and from their app. The bookings allowed half/ full day rental and
even outstation taxis. They now have almost 4,00,000+ cabs across the country,
offering variety of cars options – Mini, Prime, Luxury – which can be paid for
through on of the different models available.

IN SEPT. 2014

Ola Launched in APP Wallet Service:

Ola added an option for taxi payments through its app. With this move, OLA becomes
the first local cab company to offer cashless payment, which only SAN Francisco
based UBER used to offer till now.

MARCH 2015

Later, OLA Café was introduced

Ola steps into online food delivery with a launch of a new ‘Ola-Cage’ feature.

Bhavish who works 16 hours a day, promises transparency in prices, where Ola cabs
gets a commission on every sale that the taxi driver makes, which makes it a company
that works on pay per performance model. The taxi can also opt for the access to the
technology platform benefits, by paying a minimum fee to Ola Cabs.

IN 2016

Ola launched Ola Hotspot

Ola is identifying popular Hotspots i.e. high demand areas such as tech parks, housing
colonies, malls and public space etc. which have multiple entry and exit points. This
feature is a game changer in such a scenario as the Ola app will now proactively
suggest ‘Hotspot’ closest to customers location and send it to the driver in the form of
text, vis-à-vis a geographical location in order to save a lot of time while commuting
from one place to other.

11
IN 2017

Ola Announced location, Mapping innovations.

Mapping is at the core of Ola’s growing technology focus. Local nuances including
one ways, short cuts and un-mapped terrains make for a challenging ground reality.
Ola understands that technology innovation around mapping and geo location will
solve for some of the most local problems that customers face today.

30 AUG, 2018

Ola Announced launch of OLA Mobility Institute

Mobility touches everyone, everyday, everywhere in the world. The specialized think
tank has been set up to develop the knowledge frameworks that will focus on the
intersections of mobility and public goods. The institute will focus on leveraging the
disruptive potential of mobility as a growth and innovation engine for Indian’s
Economy.

IN 2018

Ola Acquired Food Panda

The acquisition is a diversification for Ola, a company that is building big data
capabilities. Going ahead, there will be cross selling opportunities. A customer, who is
dropped home late, may need a midnight snack or someone who reaches office at
noon would require a quick lunch. Ola has invested $ 200 Million. .

“I devote a lot of time of hire the right people” Says Bhavish

IN WORDS OF OLA:

Ola, India's most popular mobile app for transportation, integrates city transportation
for customers and driver partners onto a mobile technology platform. As one of
India's fastest growing companies we ensure convenient, transparent and quick
service fulfilment using technology to make transportation hassle free for everyone.

12
Ola's offerings on its platform ranges from affordable AC cabs on the Ola Micro range
to the superior luxury offering from Ola Lux as well as localized offerings like the
ubiquitous Auto-rickshaws to Shuttle buses for daily commute. Using the Ola mobile
app, users across 102 cities can conveniently book from over 450,000 vehicles
available to them.

We have empowered hundreds of thousands of driver-partners as entrepreneurs, by

building an encompassing financing institutions, car manufacturers, service providers
etc. for is to grow professionally and personally as well as a consistent earning
opportunity for on the Ola platform.

Key Milestones

In all these years, Ola has become the market leader in the cab service space, ahead of
Meru and Uber.

No wonder, investors can’t get enough of the Bengaluru based strartup.

Here are some of the other achievements by Ola Cabs.

 In 2015, over 25 million customers booked an Ola rides across 102 cities.

 In 2015, average time of arrival for an Ola cab has dropped to less than 5
Minutes in Urban India.

 Starting from just 5 cities in the beginning of 2014, Ola is in 102 cities so
whenever you are, Ola is not too far away.

 Currently Ola employees approximately 5,50,000+ drivers in India. Ola has

rickshaws and passenger vehicles in tis Fleet.

 Ola posted a revenue of ` 1,286 Crores in the Financial year 2016-2017

compared with ` 75,823 Crores in Financial Year 2015-16.

 In Financial year 2018-2019 Ola is making money on every ride and in

December 2018, Ola was valued at about $ 57 billion.

13
“In the end, it’s the people that keep a company running, or should we say driving?”

COMPETITORS OF OLA:

 UBER

 TAXI FOR SURE

 GOVERNMENT TAXIS

 JUGNOO

 MERU CABS

LONG ROAD AHEAD.

The journey for Ola has just begun. Ola Cabs has now ventured into collaborating
with autos, with the launch of Ola Auto. You can now find an auto on demand, using
their app. There is a long road ahead for this Start Up and there are better and brighter
days ahead.

Because as some wise man once said, "The Road goes ever on and on, down from the
door where it began...."

CRITICISM:

Technology

Ola cabs technology came under criticism regarding the security of its mobile app.
The API calls could be replayed to top up its wallet. In August 2015, a privacy breach
had occurred intended customers' details such as names, phone numbers and
addresses, in Bangalore, received as SMS messages by an individual in Chennai.
Although these unanticipated messages were reported to Ola, the company had chosen
to ignore them, even under the of being reported to the TRAI). The issue was
reportedly fixed three weeks later after living considerable media coverage and social

14
media attention.

Over billing and transparency in billing

The refund policy of Ola Cabs has been criticized because of billing errors caused by
technical glitches in their system. Hackers have claimed that they have been able to
hack Ola Cabs system and access customer data including credit card/debit card
information.

The Bill for OLA Cabs consist of following elements

 Base Fare [Charged Flat]

 Distance Fare [Charged Kilometer Wise]

 Ride Time Fare [Charged time taken to travel]

 Peak Pricing [Direct Ratio depending on demand for cabs

 Service Tax [5.6 %]

 Swach Bharat Tax [0.2%]

 Toll Charges [Toll Collection in case you cross Toll Junction on road]

Driver Credibility

Delhi Transport authority in early 2015 questioned the credibility and required
verification of drivers plying Ola cabs, along with other competitors like Uber. The
inquiry has revealed that approximately 80% of drivers amongst all services did not
possess permits to ply commercial transport services in Delhi. The cab drivers also
protested outside the Kukatapally, Hyderabad branch office of Ola demanding more
transparency over payment.

15
CHAPTER 3

REVIEW OF
LITERATURE

16
REVIEW OF LITERATURE:

For the purpose of carrying out this study, the already available literature was cited
and reviews have been discussed in upcoming paragraphs.

 Chopra Pradeep (May 2014) discussed a case from Mumbai where a family
was unable to attend a party due to poor service of Ola Cabs. But the mistake was
realized by the company and certain measures were taken to compensate the
customer. Immediate acknowledgment of the mistake gave relief to the frustrated
client. A genuine apology from the company increased the opportunity of getting a
second chance from the dissatisfied client. For winning the trust of a dissatisfied
client, understanding of the damage caused was important. Creativity hitting the
direct cause helped in converting frustrated client into Brand Advocate.

 Ciim (2016) studied the marketing and advertising strategy of Ola Cabs. It was
found that using social media as a tool for Advertising and Marketing gave a
greater Customer base to Ola. Ola used Face book as a platform for advertising.
OLA knew its customers very well and targeted the right ones ending up having a
tremendous increase in customer base as compared to its initial levels. Business
standard (March 2015) Ola boat taxi for sure in Rs. 1200 crores in cash and equity
arrangement Taxi forsure was a small rival for Ola. Even after merger of OLA and
taxi for sure, both continued to operate separately in Different cities but under the
Governance of Ola.Das poulomi (2016) stated that Ola initially started as
Olatrip.com, a website that offered package weekend trips.

Ola is India's fastest startup to enter the unicorn club. Thus, it comes as no
surprise that Ola presents a clear example of an Indian product retaining market
leadership at 78%.

 Mehta jubin (2015) examined that Ola has more than 750000 daily uses on it
app with 250000 cars on road for providing the cab service all over India.
Comparing it to the initial stage of Ola the growth is more than twice, majorly
because of using better marketing and advertising strategies via Internet.

17
 Quora.com (2015) it was found the Head drivers of Ola Cabs make 4-5k by
taking only 5 trips. It is estimated that Ola is creating the need of comfortable
taxis among public. There are only two ways of making money, one is fulfilling
needs and the other is creating needs. People who used to travel by auto rickshaw
will also get used to taxis. Once they have good customer base and get people
used to using taxis they will increase the fare and cut the drivers pay.

 Shah Sanjay (2015) explain that Ola is funded by foreign investors. Ola copied
all the tricks from its competitors in foreign land. Moreover after having
conversation with more than 50 drivers of Ola cab service in cities like Delhi
Bombay Pune etc. It was not like that greater percentage of them were unhappy
from Ola. Ola has failed to provide up to the mark services to its customers
leading to its fall down in graphs. Mallick Subhrojit (August17 2016) analysed
that Ola has confirmed its shutting operations for Taxi For Sure and the company
will cease to exist as a separate organization. The merger was started with a view
to beat down the Ultra low prices of Uber cabs and other competitors. But failure
to do so lead to the shutting down of this Merger.

 Sharma Ganesh (2015) examined that By 2014, the company was now
pocketing a network of more than 200,000 cars across 100 cities. Additionally, it
was also clocking an average of more than 150,000 bookings per day and also was
now sitting on 60% of the market share in India. Soon the company also brought
about some huge developments, which again, benefited them greatly. Some of
these included, launching of Ola Mini service in Bangalore & consecutively in
Delhi (NCR) with a fleet over 250 cars and were also in preparations to grow to
800 by 2015

 Hoda shamsh (2016) discussed that Ola is trusted company and has a brand
name, they are still not cheating anyone - neither the customer nor the drivers. As
their business model is very strong. Ola promised minimum Rs. 18000/- per
month to a driver, if his device is active for 12 hours a day. Even if the driver
didn't get trips and got a revenue of less than Rs. 18000/-, Ola gave it from its
pocket. This model motivated the drivers to work effectively leading to 200000
trips per day by Ola. (november,2014) discussed about Ola Cabs having the

18
highest share of voice 4610/6. The negative sentiment among customers is high
for Meru and Easy Cabs. Uber the largest fan base on Facebook. This may be due
to its international presence. Fan of Uber is 170 times that of Easy Cabs. Ola is the
most followed radio taxi service eider on Twitter • Males are more likely to talk
about cabs than female.

 Mallick Subhrojit (August17 2016) analysed that Ola has confirmed its
shutting operations for Taxi For Sure and the company will cease to exists as a
separate organization. The merger was started with a view to beat down the Ultra
low prices of Uber cabs and other competitors. But failure to do so lead to the
shutting down of this Merger. Source: Economic times

 Business standard (March 2015) Ola boat taxi for sure in Rs. 1200 crores in
cash and equity arrangement. Taxi for sure was a small rival for Ola. Even after
merger of Ola and taxi for sure, both continued to operate separately in Different
cities but under the Governance of Ola. Website: www.business-standards.eom

 Das poulomi(2016) stated that Ola initially started off as Olatrip.com, a

website that offered package weekend trips. Ola is India's fastest startup to enter
the unicorn club. Thus, it comes as no surprise that Ola presents a clear example
of an Indian product retaining market leadership at 78%.

 Mirae Asset fund all set to hitch a ride in Ola: Ola has been looking to
diversify from its core side hailing operations and exploring newer a venues for
growth like pharmaceuticals delivery, lending and payments and more. Ola
reported a 61% rise in revenue to ` 2,223 Crore in Financial Year 2018 while
urbing losses by 42% at ` 2,842 Crores. It has signed a term sheet with Miral
Asset – Naver Asian Growith Investment, a fund jointly launched by Korean
financial services grant and one of the country’s top internet companies, for the
latter to potentially invest in India’s largest ride hailing platform.

 Ola invested $ 100mn in scooters sharing startup Vogo to power supply of 100
scooters. On Dec. 18, 2018 Vogo, India’s fastest growing scooter sharing network
for short haul commute, today announced its strategic partnership with Ola, one of
the world’s largest ride hailing platforms. Bhavish Aggarwal, co-founder and CEO

19
Ola said, “Ola is committed to building a robust mobility ecosystem in India,
creating a deep impact on livelihoods and how citizens get around our investment
in vogo will help build a smart multi modal network for first last mile connectivity
in the country. They are thrilled to be at the forefront of India’s rapidly growing
micro-mobility market. The financial year 2017-2018 was promising for Ola. The
company touched the 110-city mark, has had over 2 million rider per day and has
on boarded over a million drivers partners on its platform. One of the key shifts
seen this year was Ola focusing significantly on its products. This year, the
company also launched what many believe to be a game changer Ola pay an in car
automated entertainment system.

 A Growing Consumer Base: India is growing and consumer is changing as

well. The sharing economy, already entrenched in the consumer’s mind will only
grow. A Red Seer report attests to this shift. The report states that while the Cab
Industry has grown by 40 – 45 percent year on year over 2017, Ola has been able
to improve the consumer net promoter score (NPS) which measures customer
satisfaction significantly. The coming year is also packed. Ola has doubled their
focus on sustainable commuting solutions such a Ola share, electric vehicles, as
well as their widely popular Ola Auto Rickshaw. Customers and driver partner
safety, and technological advancements/ innovations in the auto tech space too,
will continue to be important areas of focus.

20
 CHAPTER 4

RESEARCH
METHODOLOGY

21
RESEARCH METHODOLOGY:

A Research design is the set of methods and procedures used in collecting and
analyzing measures of the variables specified in the problem research. The design of a
study defines the study type and sub-type, research problem, hypothesis, independent
and dependent variables, experimental designs and if applicable, data collection
methods and statistical analysis plan. A research design is a framework that has been
created to find answers to researched questions.

This chapter describes the research methodology adopted to achieve the objectives of
the includes scope of the study, research design, collection of data analysis of data; of
the study and limitations of the study.

SAMPLE SIZE AND POPULATION:

Population is the finite number of elements, which the researcher is going to target in
a particular area. Daily commuters or job class people from various metropolitan
cities de the population of my research.

Sample size is the size of sample drawn from population, which is the true
representative for research. The number of respondents included in the study are 100
(25 from Delhi, 25 from Mumbai, 25 from Bangalore and 25 from Chennai) for
convenience in evaluation and IvAn.2 the data and because of time constraint.

SOURCES OF DATA COLLECTION:

Most of the data collected is from PRIMARY SOURCES i.e. directly from
respondents via STRUCTURED QUESTIONNAIRE. Questionnaires were distributed
to respondents ally and via emails.

Some of the SECONDARY SOURECES were also used like:

• JOURNALS

• PAST REPORTS

22
 • BLOGS

• BUSINESS MAGAZINES

• NEWS PAPERS

OBJECTIVES

• To explore brand awareness and customer satisfaction towards OLA. CABS in

Metropolitan cities (specifically Delhi, Mumbai, Bangalore and Chennai).

• SWOT ANALYSIS

UES OF DATA ANALYSIS:

• In order to analyze collected data from respondents, descriptive statistics has

been applied.

• Pie charts are used to conclude the findings.

LIMITATIONS:

The present research suffers from following limitations:

• Only 100 respondents have been contacted due to TIME CONSTRAINT.

• Every possible effort was made to get the correct and reliable information
from respondents via questionnaires; even then, some elements of biasness might
have crept in.

• Due to time constraint, Study is conducted in limited area.

• Sample may not be the true representative of the population.

23
 CHAPTER 5

DATA ANALYSIS
&
INTERPRETATION

1.

24
 2. How often do you use cabs?
a. Daily
b. Weekly
c. Monthly
d. Very rare

Survey was conducted on daily commuters, mostly job class. First question asked was
how often they use cabs. Response we got were as follows:
Here is a table presenting what number of respondents selected which option:
Options No. of respondents
Daily 34
Weekly 17
Monthly 18
Very Rare 31

It was found the out of 100 respondents

 34% use cabs on daily basis
 17% use cabs on weekly basis
 18% use cabs on Monthly basis
 31% use cabs very rarely.
3.

25
 4. Why do you prefer using cabs?
a. Continent
b. Cheaper
c. Safe
d. Avoid parking issues
e. Don’t have own car

Second question asked was why do they prefer using cabs. 5 factors were highlighted
to see preferences of respondents. In this question respondents were given the choice
for choosing more than 1 option.
Responses we got were as follows:
Here is a table presenting what no. of respondents selected which option.
CONVINENT 35
CHEAPER 16
SAFE 20
AVOID PARKING ISSUES 25
DON’T HAVE OWN CAR 4

It was found that out of these 5 factors:

Convenience was the most preferred factor to use cabs, followed by avoiding parking
issues. Safety was least preference factor This clearly shows that Convenience and
Avoiding parking issues is the major concerns behind using cabs.

26
 5. Which is your proffered Cab service provider?
a. Ola
b. Ubber
c. Taxi for Sure
d. Jugnoo
e. Government Taxi

This question asked was which is their preferred cab service provider, 5 options were
given i.e. Ola, Ubber, Taxi for Sure, Jugnoo and Government Taxi. Responses we got
were as follows:
Here is a table presenting what number of respondents selected which option
Options No. of Respondents
Ola 49
Uber 48
Taxi for Sure 0
Jugnoo 0
Government Taxi 3

It was found that:

 49% of respondents prefer using Ola Cabs
 48% of respondents prefer using Uber Cabs
 Only 3% of respondents prefer using Government Taxi
 Jugnoo and Taxi For Sure stood nowhere, as they got 0% response.

27
 6. Have you ever used Ola cabs?
a. Yes
b. No

Next question asked was had they ever used OLA Cabs. This question was asked to
find out what percentage of the respondents are OLA users. Responses we got were
as follows:
Here is a table presenting what number of respondents selected which option
Option No. of Respondents
YES 84
NO 16

It is found that out of 100 respondents

 84% are Ola riders and
 16% are non Ola riders

7. Select the sources from where you get to know about Ola Cabs?
a. Advertisement (TV, Newspaper, Radio, Banners etc.)

28
 b. Social Websites
c. Friends, Family, Co-workers

Next question was asked that from what source OLA was introduced to them. This
question was asked to find out what sources are most common for publicity of Ola
Cabs. Response we got were as follows:
Here is a table presenting what number of respondents selected which option.

Options No. of respondents

Advertisements 47
Social Websites 36
Friends, Families Etc. 17

It was found that people come to know about Ola majorly from their friends and
families Here friends, families hold the share of 47%.
 Advertisements hold a share of 36% and
 Social Websites hold 17% share

8. How often do you use Ola Cabs.

a. Daily
b. Weekly

29
 c. Monthly
d. Very rare

Next questions asked was how often do they use Ola Cabs. It was asked to find out
the percentage of Ola riders Responses we got were as follow:
Here is a table presenting what no. of respondents selected which option
Options No. of Respondents
Daily 30
Weekly 15
Monthly 20
Very Rare 35

It was found that out of 100 respondents

 30% use Ola cabs on daily basis
 15% use Ola cabs on weekly basis
 20% uses Ola cabs on monthly basis
 35% uses Ola cabs very rarely.

9. What type of cab do you book with Ola?

a. Premium Taxi
b. Regular Taxi
c. Mini Taxi
d. Micro Taxi
e. Sharing basis Taxi
f. Ola Autos

Next question asked was that what type of cabs they book with Ola This question was
asked to find out which category of Ola Cabs is highly preferred by people.

30
Response we got were as follows:
Here is a table presenting what no. of respondents selected which option.

Options No. of Respondents

Premium 13
Regular 29
Mini 24
Micro 23
Sharing 8
Ola Autos 3

It was found that out of 100 respondents

 13% use Ola Premium cabs
 29% use Ola Regular cabs
 24% use Ola Mini Cabs
 23% use Ola Micro Cabs
 8% use Ola Sharing Basis Taxi, and
 Only 3% use Ola Autos

31
 10. How do you find the condition of Ola Cars?
a. Perfect
b. Good
c. Bad
d. Very Bad

Next question asked was to find out the condition of cars that Ola provides as cabs to
its customers. Responses we got were as follows:
Here is a table presenting what number of respondents selected which option
Options No. of Respondents
Perfect 17
Good 74
Bad 9
Very Bad 0

It was found that out of 100 respondents

 17% rated conditions of Ola cars as perfect
 74% rated conditions of Ola cars are Good
 9% rated conditions of Ola cars are Bad
 0% rated condition of Ola cars are very Bad

11. Do you agree with the statement? “Ola never dissatisfies its customers”.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree

32
Next question asked was related to overall satisfaction of Ola riders.
Statements given was “Ola Never Dissatisfies its Customers” Responses we got were
as follow:
Here is a table presenting what no. of respondents selected which option
Options No. of Respondents
Strongly Agree 8
Agree 31
Neutral 45
Disagree 13
Strongly Disagree 3

It was found that:

 Only 8% of respondents strongly agreed with this statement
 31% of respondents agreed with it.
 45% of respondents were Neutral
 13% of respondents disapproved this statement and
 Only 3% of respondents strongly disagreed with it.

12. Do you agree with the statement? “Ola always listen to and try to rectify a
customer’s complain.”
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree

Next question asked was related to how efficiently Ola handles the complaints and

33
grievances of the customers. Statement given was, “OLA always listens to and try to
rectify a customer’s complaints.” Response we got were as follow:

Here is a table presenting what number of respondents selected which option.

Options No. of Respondents

Strongly Agree 10
Agree 37
Neutral 39
Disagree 10
Strongly Disagree 4

It was found that:

 10% of respondents strongly agreed with this statement
 37% of respondents agreed with it.
 39% of respondents were Neutral
 10% of respondents disapproved this statement and
 Only 4% of respondents strongly disagreed with it.
13. Do you agree with the Statement? “Ola provides value of money.”
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

Next question asked was related to how efficiently Ola provides its services.
Statement given was “Ola provides value for money.”
Response we got were as follow:

Options No. of Respondents

Strongly Agree 10

34
 Agree 40
Neutral 38
Disagree 8
Strongly Disagree 4

It was found that:

 10 % of respondents strongly agreed with this statement
 40 % of respondents agreed with it.
 38 % of respondents were Neutral
 8 % of respondents disapproved this statement and
 Only 4% of respondents strongly disagreed with it.

14. Do you feel Ola is the best cab service provider?

a. Yes
b. No

Last question asked was to get overall response from respondent about Ola i.e.
whether it is the best cab service provider or not?
Response we got were as follow:
Here is a table presenting what number of respondents selected which option.
Options No. of Respondents
Yes 49
No 51

35
It was found that:
 49% of respondents feel Ola is the Best Cab Service provider and
 51% of respondents feel that Ola is not the Best Cab Service Provider.

CHAPTER 5

36
FINDINGS &
SUGGESTIONS

37
FINDINGS

• Out of 100 respondents 34% use cabs on daily basis, 17% use cabs on weekly
basis, 19% use cabs on monthly basis and 3 1% use cabs very rarely.

• Out of 5 FACTORS highlighted to see most preferred one by people for using
cabs, CONVENIENCE was highly preferred factor to use cabs, followed by
AVOIDING PARKING ISSUES, where SAFETY was least preferred one.

• Out of 100 respondents, it was found that 49% prefer using OLA CABS, 48%
prefer using UBER CABS and only 3% prefer using GOVERNMENT TAXI.
JUGNOO and TAXI FOR SURE stood nowhere, as they got 0% responses.

• Out of 100 respondents, it was found that 84% are OLA users and 16% are
NOT.

• Out of 100 respondents, it was found that people come to know about OLA
majorly from their FRIENDS, FAMILIES and CO-WORKERS. Here, friends,
families hold the share of 47%, Advertisements hold a share of 36% and social
websites hold 17% share.

• Out of 100 respondents it was found that 30% use OLA cabs on daily basis,
15% use OLA cabs on weekly basis, 20% use OLA cabs on monthly basis and
35% use OLA cabs very rarely.

• It was found that out of 100 respondents 13% use OLA Premium cabs, 29%
use OLA Regular cabs, 24% use OLA Mini cabs, 23% use OLA Micro cabs, 8%
use OLA sharing basis taxi and only 3% use OLA autos.

• It was found that out of 100 respondents, 17% rated condition of OLA cars as
PERFECT, 74% rated condition of OLA cars as GOOD, 9% rated condition of
OLA cars as BAD and 0% rated condition of OLA cars as VERY BAD.

• Out of 6 FACTORS highlighted to see most preferred one by people for using
OLA cabs, convenience was highly preferred factor to use OLA cabs, followed by
avoiding parking issues, where quickest way to reach somewhere was least
preferred factor.

38
 • "Ola never dissatisfies its customers."

It was found that only 8% of respondents strongly agreed with this statement, 31%
of respondents agreed with it, 45% of respondents were Neutral, 13% of
respondents disapproved this statement and only 3% of respondents strongly
disagreed with it.

• "OLA always listens to and try to rectify a customer's complaints."

It was found that 10% of respondents strongly agreed with this statement, 37% of
respondents agreed with it, 391/o of respondents were Neutral, 10% of
respondents disapproved this statement and only 4% of respondents strongly
disagreed with it.

• "OLA provides value for money."

It was found that 10% of respondents strongly agreed with this statement, 40% of
respondents agreed with it, 38% of respondents were Neutral, 8% of respondents
disapproved this statement and only 4% of respondents strongly disagreed with it.

• Out of 100 respondents, it was found that 49% of respondents feel OLA is the
BEST CAB SERVICE PROVIDER and 51% of respondents feel that OLA is
NOT the BEST CAB SERVICE PROVIDER.

IN this research project, we could analyses various strengths, weaknesses,

opportunities and threats of OLA Cab, which are listed as under:

Swot Analysis: A brief idea about the position of the company in the market can be
estimated from the SWOT analysis, which indicates the respective strengths,
weaknesses, opportunities and threats faced by the company. Strengths:
1. Ola is first of its kind taxi aggregator service provider in the country.
2. It achieved the no.1 rank in the sector after acquiring Taxi for sure.
3. The services offered by ola are well appreciated by the public
4. TV, online and print media marketing has helped to create awareness about the
company.

39
 5. Increase in customer base due to strong network effect.
6. Financial condition of the company has improved after investments by various
firms.
7. The CSR of Ola Cabs are as follows:
Objective:
a. To Honour the spirit of law and be a responsible
corporate citizen.

b. Strive for Sustainable development for economic

growth.

c. Positively impact the society at large with minimal

resource footprint.

d. Adopt an approach that aims at achieving a greater

balance between social and economic development.

e. Creating shared prosperity, sustainable for the

Company’s actions.

f. Encouraging positive impacts through its activities.

g. Enhance and implement the society welfare measures in

a well-structured manner on short as well as long term
basis with a vision of making the Company a Good
Corporate Citizen.

CSR Activities:
In accordance with Section 135(5) of the Companies Act, 2013 (the
Act) or any amendments thereto, the Company is committed to
spend at least 2% of its average net profits made during the three
immediately preceding financial years in some of the identified
activities that are listed in Schedule VII (as amended) to the Act.

WEAKNESSES:
1. Brand image can be easily influenced by the misbehavior of the drivers, as
they are the ne in direct contact with the customers.

40
 2. Monetization becomes difficult due to the demand.

OPPORTUNITIES:
1. There is a huge potential for the company to penetrate deep into the market as
the unorganized market hold almost 85% of the segment.
2. As Ola coordinates through the smart phone app, increase in number of smart
phone users provides them with a great platform to increase their customer base.
3. Disposable income can be increased.
4. Convenient services create huge demand among customers.
5. Acquisition of smaller company of the market.

THREATS:
1. Increasing competition
2. Heavy usage of cash to attract customer due to strong financial root of Uber.
3. Presence of competitors at the national level.
4. No specific regulatory body of the government.
5. Customer loyalty is rare in this segment.

41
 SUGGESTIONS

• The first suggestion to OLA is that -as its customers get to know about it
majorly from ADVERTISEMENTS given in

o T.V.

o NEWSPAPERS

o RADIO

o BANNERS

o ROAD SIGNS etc.

Therefore, OLA should maintain this stream of advertisement and along with
this, it should focus on some new and innovative ideas to spread awareness
about OLA CABS.

Moreover, OLA should grab some space on social websites as social websites
are only platform where major portion of population spends its major time of
the day. But according to our survey OLA lags behind in advertising via social
websites as out of population of 100 only 17% respondents get to know about
OLA CABS from social websites.

• According to the conducted survey, out of population of 100, only 30% use

42
Ola cabs on daily basis. Rest prefer some other cab service providers. This shows
that even after being aware about OLA cabs people are not using it, which means
Ola might be having some shortcoming. Therefore, OLA should focus on
improving its services and customer satisfaction, which will lead to shifting
of people from other cab service providers to OLA.

• Next thing we found out was that out of 100 respondents.

13% use OLA Premium cabs, 29% use OLA Regular cab.
24% use OLA Mini cabs, 23% use OLA Micro cab.
8% use OLA sharing basis taxi and only 3% use OLA autos.

This shows that majorly regular cabs of Ola are being used, whereas Ola autos are
least preferred. Reason behind this might be that Ola autos are launched very
recently and that too in few cities, therefore people might not be aware about it.

• Therefore it is suggested that OLA should focus on improving its regular, mini
and micro taxis as these categories are majorly used by people.

• From the survey conducted it was found that out of 100 respondents 17% rated
condition of OLA cars as PERFECT, 74% rated condition of OLA cars as GOOD,
9% rated condition of OLA cars as BAD and 0% rated condition of OLA cars as
VERY BAD. This showed that majority of people find Ola cabs' condition as
GOOD, therefore OLA should improve the conditions of cars for better customer
satisfaction.

• According to the conducted survey, it was found that out of these 5 factors
highlighted to find out the highly preferred factor, CONVENIENCE was the most
preferred factor to use OLA cabs, followed by AVOIDING PARKING ISSUES
and QUICKEST WAY TO REACH SOMEWHERE was least preferred factor.
This clearly shows that Convenience and avoiding parking issues are the major
concerns behind using OLA cabs. Therefore, OLA should always maintain
customer convenience and satisfaction. Moreover, it should focus on prices as
well. When OLA will be available in affordable prices then its customer base will
increase for sure.

43
• If we talk about overall customer satisfaction then It was found that Only 8%
of respondents strongly agreed with the statement that "OLA never dissatisfies its
customers", 31% of respondents agreed with it.45% of respondents were Neutral,
13% of respondents disapproved this statement and only 3% of respondents
strongly disagreed with it. Therefore Ola should focus more on overall customer
satisfaction.

• If we talk about complaint handling of OLA it was found that only 10% of
respondents strongly agreed with this statement that," OLA always listens to and
rectifies customer complaints, 37% of respondents agreed with it, 39% of
respondents were Neutral, 10% of respondents disapproved this statement and
only 4% of respondents strongly disagreed with it. Therefore, Ola should start
giving a priority concern to customer complaints, for better customer satisfaction.

• If we talk about Ola providing value for money t was found that only 10% of
respondents strongly agreed with this statement, 40% of respondents agreed with
it, 38% of respondents were Neutral, 8% of respondents disapproved this
statement and only 4% of respondents strongly disagreed with it. Therefore OLA
should concentrate on its prices as well as services also so that people find it
worth spending on OLA CABS.

• According to our survey It was found that 49% of respondents feel OLA is the
BEST CAB SERVICE PROVIDER and 51% of respondents feel that OLA is
NOT the BEST CAB SERVICE PROVIDER. This shows that there is a long road
ahead for OLA. Even after getting a great success on Indian roads, still people
think twice before using Ola. Therefore, Ola should improve its services to attain
confidence of people.

44
 CHAPTER 6

CONCLUSION AND
SUMMARY

45
46
CONCLUSION AND SUMMARY

From the conducted survey it was found that out of 100 respondents 34% use cabs on
daily basis, 17% use cabs on weekly basis, 18% use cabs on monthly basis and 31 %
use cabs very rarely. Out of 5 FACTORS highlighted to see most preferred one by
people for using cabs, CONVENIENCE was highly preferred factor to use cabs,
followed by AVOIDING PARKING ISSUES, where SAFETY was least preferred
one. Out of 100 respondents that 49% prefer using OLA CABS, 48% prefer using
UBER CABS and only 3% prefer using GOVERNMENT TAXI. JUGNOO and TAXI
FOR SURE stood nowhere, as they got 0% responses. Out of 100 respondents, it was
found that 84% are OLA users and 16% are NOT. Out of 100 respondents, it was
found that people come to know about OLA majorly from their FRIENDS,
FAMILIES and COWORKERS. Here, friends, families hold the share of 47%,
Advertisements hold a share of 36% and social websites hold 17% share.

Out of 100 respondents, it was found that 30% use OLA cabs on daily basis, 15% use
OLA cabs on weekly basis, 20% use OLA cabs on monthly basis and 35% use OLA
cabs very rarely. It was found that out of 100 respondents 13% use OLA Premium
cabs, 29% use OLA Regular cabs, 24% use OLA Mini cabs, 23% use OLA Micro
cabs, 8% use OLA sharing basis taxi and only 3% use OLA autos.

It was found that out of 100 respondents, 17% rated condition of OLA cars as
PERFECT, 74% rated condition of OLA cars as GOOD, 9% rated condition of OLA
cars as BAD and 0% rated condition of OLA cars as VERY BAD.

Out of 6 FACTORS highlighted to see most preferred one by people for using OLA
cabs. CONVENIENCE was highly preferred factor to use OLA cabs. followed by
AVOIDING PARKING ISSUES, where QUICKEST WAY TO REACH
SOMEWHERE was least preferred factor.

"OLA NEVER DISSATISFIES ITS CUSTOMERS."

It was found that Only 8% of respondents strongly agreed with this statement, 31% of
respondents agreed with it, 45% of respondents were Neutral, 13% of respondents
disapproved this statement and only 3% of respondents strongly disagreed with it.

47
"OLA always listens to and try to rectify a customer's complaints."

It was found that 10% of respondents strongly agreed with this statement, 37% of
respondents agreed with it, 39% of respondents were Neutral, 10% of respondents
disapproved this statement and only 4% of respondents strongly disagreed with it.

"OLA provides value for money."

It was found that 10% of respondents strongly agreed with this statement, 40% of
respondents agreed with it, 38% of respondents were Neutral, 8% of respondents
disapproved this statement and only 4% of respondents strongly disagreed with it.

Out of 100 respondents it was found that 49% of respondents feel OLA is the BEST
CAB SERVICE PROVIDER and 51% of respondents feel that OLA is NOT the
BEST CAB SERVICE PROVIDER.

48
REFERENCES

49
WEBSITES:

• Chandigarh Institute of Internal Marketing (2016) Marketing and Advertising

strategy of Ola Cabs. Website: www.ciim.com

• S B.S reporter (March 3,2015) Ola acquires TaxiForSure in $200-mn deal.

Website:www.business-standards.com\

• Jubin Mehta (October 2015) What is the impact of Ola and on transport in
urban Indian cities? Website: https:// m.yourstory.com/ 2015/ 10/ survey-Ola -
uber-impact/

• Sanjay Shah (2015) 0 LA proving that copycats lose... Website:

http://blog.sanjayshahseminar.coml?cat=20

• Jon Russell, (2014), "How Ola Cabs is Battling Uber in India".

• Now Book Auto Rickshaws in Bangalore via Ola Cabs". NDTV Gadgets.

• Ola aims to counter Uber with its Biz-class service". Times of India-economic
times.

• Ola cabs app and Taxi For Sure get into a relationship. Twitter trolls prove
how complex it is, Business Insider.

• Olacabs - ANI Technologies. About us - Car rental - car hire - taxi India -
Olacabs.com.

• Olacabs joins Rs 1,000 crore club with new fund-raise. The Times of India.
Olacabs raises Rs.250 crore Series C funding. YourStory.com.

• Olacabs to buy TaxiForSure.to take on competitors like Uber, deal likely at Rs

1,250 crore. Times of India-economic times.

• Taxi aggregator Ola hit by tech glitches that allow free rides.The Times of
India-economic times.

50
• In.slideshare (november,2014) "OLA IN SOCIAL WEBSITES" S
www.digitalvidya.com" OLA emerging taxi service provider".

51
ANNEXURE

52
 QUESTIONNAIRE

Name : Gender: M F

Age : Occupation.:

Kindly share your views by answering the following questions covering various
aspects regarding OLA Cabs.

1. How often do you use cabs?

a. Daily
b. Weekly
c. Monthly
d. Very rare
2. Why do you prefer using cabs? (More than 1 Option can be selected).
a. Convenient
b. Cheaper
c. Safer
d. Avoid Parking
e. Don’t have own car
3. Which is your preferred cab service provider?
a. Ola
b. Uber
c. Taxi for Sure
d. Jugnoo
e. Government Taxis
4. Have you ever used Ola cabs? (If yes, please answer the following
questions)
a. Yes
b. No
c.

53
 d. Tick the sours from where you get to know about Ola?
e. Advertisements (TV, Newspaper, Radio, Banner etc.)
f. Social Website
g. Friends, Family, Co-worker
5. How often do you use Ola?
a. Daily
b. Weekly
c. Monthly
d. Very Rare
6. What type of cab do you book with Ola?
a. Premium Taxi
b. Regular Taxi
c. Mini Taxi
d. Micro Taxi
e. Sharing basis taxi
f. Ola Auto
7. How do you find the condition of Ola Cars?
a. Perfect
b. Good
c. Bad
d. Very bad
8. Do you agree with this statement? “Ola never dissatisfies its
customer”
a. Strongly agree
b. Agree
c. Neutral

d. Disagree
e. Strongly Disagree
9.

54
10. Do you agree with this statement” “Ola always listen to and try to
rectify customers complaints”.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
11. Do you agree with this statement? “Ola provides value for money”.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
12. Do you feel Ola is the best cab service provider?
a. Yes
b. No

55