“A COMPARATIVE STUDY ABOUT CUSTOMER SATISFACTION TOWARDS UBER AND OLA CABS IN AHEMDABAD AREA"

Abstract

This study examines customer satisfaction levels between cab service provider’s UBER and OLA in the Ahmedabad region of Gujarat, India. The research uses structured questionnaire to survey and analyze data on service reliability, safety, pricing, convenience and overall experience. Regular users from both Uber and Ola platforms were surveyed to understand their perceptions and preferences. A total of 101 respondents participated as respondents in the present study. The study explained that customer satisfaction varies across different attributes and is influenced by factors such as service responsiveness, driver behavior, pricing structures, and technological interface. With mobile app features and payment options, customers are satisfied with their services. However, companies should focus on improving drivers' attitude and route knowledge to enhance customer experience. By addressing common complaints and improving service quality, Ola and Uber can enhance their reputation and continue providing excellent service. Keywords: Customer Satisfaction, OLA Cabs, UBER Cabs, Ahmedabad.