Comparative Variables [Inputs Taken from Users]

Booking methods

Consumers mostly use the phone for booking a cab, while some use the company website. We did not come across any passenger who booked through the mobile app. This, however, is expected to catch up soon.

Response time

The reporting time of the cab from the time of booking is an important variable on the consumers’ wish list. The longer the wait, the more is the dissatisfaction.

Punctuality

Punctuality is a crucial variable and has the potential to get repeat business. Customers prefer calling the same cab service provider that reached on time and also dropped them on time. A customer generally keeps a buffer time of 15 to 30 minutes, but many service providers are not being able to meet promised deadlines.

Payment mode

Clients want a convenient payment method. Though cash is the most accepted form of payment, the problem of tendering exact change and accepting dirty/soiled currency notes can spoil an otherwise comfortable ride. Most cab companies do not accept credit/debit cards, but the option to pay through Net banking is available from some.

Additional safety measures required/identified

Some of the passengers suggested posting of guards in the cab to deter antisocial elements, while a few suggested that a tracking system be installed. Some cab operators do have an emergency button that when pressed alerts the cab service office. Some also have a global positioning system (GPS) that allows the office to track the exact location of the cab.