Navigating Urban Mobility: An Impact Analysis of Customer Perception and Customer Satisfaction with App-Based Taxi Services in Pune City

Author(s)	Ms. Priti Pankaj Kulkarni, Dr. Swati Santosh Jagtap
Country	India
Abstract	Urban transportation has been significantly altered by the proliferation of app-based taxi services, which offer commuters unparalleled convenience and adaptability. The business strategies of app-based taxi services like Ola and Uber are assessed in this Pilot Study, with an emphasis on consumer awareness, perception, and satisfaction. A structured questionnaire was employed to gather data from a diverse sample of 121 residents, representing a variety of demographics. The results indicate that customer satisfaction is significantly influenced by factors such as fleet quality, app user-friendliness, and average wait time. The study suggests that real-time route monitoring, transparent fare structures, and improved complaint resolution mechanisms be implemented by these findings. Furthermore, it is recommended that app interface be perpetually enhanced and the fleet of environmentally friendly vehicles be expanded to accommodate the increasing demand of customers and to promote sustainable urban transportation
Keywords	App-based taxi services, Customer Perception, Customer Satisfaction, Ola, Uber, sustainable urban transport.
Field	Business Administration
Published In	Volume 7, Issue 4, July-August 2025
Published On	2025-08-30
DOI	https://doi.org/10.36948/ijfmr.2025.v07i04.54718

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9687-828-838	editor@ijfmr.com

International Journal For Multidisciplinary Research