PERSPECTIVE ANALYSIS OF CUSTOMER PREFERENCES IN INDIA’S RIDE-HAILING INDUSTRY

Abstract

This study examines customer preferences in India’s ride-hailing industry, focusing on key factors influencing consumer behaviour, including safety, affordability, convenience, and service quality. The research compares customer satisfaction across major ride-hailing platforms such as Ola, Uber, and Rapido, analyzing data from urban users in Hyderabad. Using statistical methods like Chi-Square Tests, Cross-Tabulation Analysis, and Descriptive Statistics, the study identifies significant trends in consumer choice based on demographic variables such as age, gender, and income. Findings indicate that younger users (aged 18-24) form the majority of ride-hailing customers, prioritizing affordability and app usability, whereas higher-income groups value premium ride options and reliability. While safety and trust remain key concerns, particularly among female users, convenience and digital accessibility are dominant factors in customer retention. Additionally, environmental awareness among younger respondents suggests a growing preference for sustainable transportation options. The study highlights the need for ride-hailing companies to tailor their strategies to specific consumer segments, offering budget-friendly options for price-sensitive users while enhancing service quality and reliability for premium customers. Companies that prioritize customer-centric innovations, such as real-time tracking, safety transparency, and sustainability initiatives, are likely to strengthen their market position and customer loyalty.