User Behaviour and Service Quality in App-Based Transportation

Name

2. Gender

Male Female Other

4. Do you use online app-based cab services?

Yes No

5. Which apps do you mostly use?

7. How long have you been using transportation apps?

Less than 6 months 6 months – 1 year 1-3 years More than 3 years

8. What is the primary reason you choose a specific ride-hailing app over others in your area?

Price affordability and lower fares Absence of surge pricing during peak hours or rain Faster driver acceptance and shorter waiting times Safety features (GPS tracking, SOS button, trusted driver network) Availability of specific vehicle types (e.g., Bike taxi for traffic, Auto for short distances)

9. During which situations do you rely on transportation apps the most?

Daily office/college commuting Late-night travel or early-morning trips (e.g., to Howrah/Sealdah station or CCU Airport) Bad weather conditions (heavy monsoon rain, waterlogging or extreme summer heat) Social outings, shopping trips or visiting family on weekends/festivals (like Durga Puja) Emergency situations or medical appointments

10. Which feature do you value the most while booking a ride?

11. What are the major reasons you use online app-based cab services instead of public transportation?

12. What is the biggest challenge or frustration you face while using these apps in West Bengal?

Drivers calling to ask "Jaben kothay?" (Where is the destination?) and then cancelling Drivers demanding extra cash High surge pricing and hidden platform fees during peak hours Long waiting times and high frequency of cancellations by drivers Technical glitches, inaccurate GPS mapping, or poor network connectivity Safety concerns