A

PROJECT REPORT

ON

“A STUDY ON CUSTOMER EXPECTION OF CARRENTAL SERVICE IN PUNE REGION”

A report Submitted in partial fulfilment of the

Requirements of

Master of Business Administration

(Class of 2015)

Submitted byAmrapali B,kamble

Master of Business Administration

Under the Guidance ofProf.Megha jain

1

A

PROJECT REPORT

ON

“A STUDY ON CUSTOMER EXPECTION OF CARRENTAL SERVICE IN PUNE REGION”

By:Amrapal B,kamble

Under the Guidance of

Prof.Megha jain

ZOOMCAR INDIA PVT.LTD.

2

A

PROJECT REPORT

ON

“A STUDY ON CUSTOMER EXPECTION OF CARRENTAL SERVICE IN PUNE REGION”

A report Submitted in partial fulfilment of the

Requirements of

Master of Business Administration

(Class of 2015)

Lotus Business School, Pune

3

Declaration

I hereby declare that project Titled “A study on Customer Expection of Car Rental Service in

Pune Region” is an original piece of research work carried out by me under the guidance and

supervision of Mr. Samir Deshmukh, Asst. Marketing Manager (ZoomCar India Pvt. Ltd.) and

Prof.Megha jain. The information has been collected from genuine & authentic sources. The

work has been submitted in partial fulfilment of the requirement of MBA to our college.

Date:

Place: Signature:

4

TABLE OF CONTENTS

ACKNOWLEDGEMENT…………………………………………….vi EXECUTIVE SUMMARY…………………………………………...vii

Chapter -1

INDUSTY PROFILE…………………………………………………...1 COMPANY PROFILE…………………………………………………4 OBJECTIVES OF THE STUDY………………………………………7 LIMITATIONS OF THE STUDY……………………………………..7

Chapter - 2

RESEARCH METHODOLOGY………………………………………9 LIMITATION OF THE STUDY……………………………………..11

Chapter - 3

REVIEW OF LITERATURE…………………………………………13

Chapter - 4

DATA ANALYSIS & INTERPRETATION………………………15

Chapter - 5

FINDINGS……………………………………………………………...28 SUGGESSTIONS…………………………………………...................29 CONCLUSIONS……………………………………………………….30 BIBLIOGRAPHY……………………………………………………...32 QUESTIONNAIRE……………………………………………………34

5

ACKNOWLEDGEMENT

In successfully completing my project report, I am indeed to a large number of people who have

encouraged and helped me in a variety of ways. It’s indeed a privilege to express my gratitude to

the people involved. I would like to express our sincere gratitude towards

Mr. VikasLachhwani

(SVP Operations of Zoom Car)

For the guidance provided. This project would not have reached its end without the supervision

and direction which they gave. I thank them for spending their valuable time and energy in

guiding me throughout this project and for certifying us of our successful completion of the

project report;

We take this opportunity to express our deep gratitude to

Mr. Samir Deshmukh

(Assistant Manager of Zoom Car)

Who has always been there to guide us throughout this project report, we thank to the

Department of Marketing Management and Human Resource for offering us this opportunity.

And last but not the least I would like to thank

Mr.SS

Faculty guide for giving the assistance and the support needed. His guidance was of almost

importance to the project.

I also extend my gratitude to LOTUS BUSINESS SCHOOL to provide me such opportunity to

work with Zoom Car.

Place

Date:                            

                                      

6

EXECUTIVE SUMMARY

Summer training program made us understand how theoretical knowledge will be applied in

practical field; it has become an important part of MBA course.

My summer project was done in “ZOOM CAR PVT. LTD.” The Organization is provided

service by providing rental cars for Self - Drive. In the Organization, I was guided by the

Assistant Manager to work in their project. The project is based on the “CUSTOMER

EXPECTATION OF CAR RENTAL SERVICE IN PUNE REGION.” This project gave me lots

of opportunities to develop myself through practical knowledge.

It is a survey done to analyze the expectation of the customers. The project was a good experience and will help me to shoulder any assignments successfully in future.

7

Chapter - 1

INTRODUCTION

SERVICE SECTOR:

8

Also known as the tertiary sector, the development of a country's services sector is an indicator

of its economic development. India's services sector is a vital component of its economy, as it

presently accounts for around 60 per cent of its gross domestic product (GDP). It has matured

considerably during the last few years and has been globally recognized for its high growth and

development.

The growth in the services sector in India is expected to be around 5.6 per cent in FY 15 owing,

particularly, to the growth in the IT sector. The services sector in India comprises a wide range

of activities, including trading, transportation, communication, financial, real estate and business

services, and community, social and personal services.

HISTORY OF CAR RENTAL:

Car rental service has become a significant part of the travel and tourism industry. It has become

the choice of the elite car whether within the city or across the country. The present day youth

has witnessed a heavy rise in their income which has eventually paved path to a luxurious and

comfortable life. Whether going for a vacation, any day picnic, or for any business meeting

people are now preferring to hire cars rather than driving long hours and getting tired.

With so much growth in the car rental services it's certain to consider how and when did this

service started. There are many beliefs and considerations regarding the history of car rental but

the fact remains that it is somehow closely related to the growth of the automobile industry.

It is believed that the first car rental service was offered by a Nebraskan named Joe Saunders. In

the year 1916, Joe Saunders lent his Ford Model T for the first time to a traveling salesman who

wished to impress her girlfriend on his date. The knownbusinessman Joe Saunders was not even

aware that this lending will eventually turn out to be a successful business. Gradually his

business started growing to new heights and he then started charging 10 cents for every travelled

mile.

The first car-rental company started by Saunders witnessed exponential growth following which

many other businessmen started their car-rental firms in America.

9

Many other companies gradually started entering into the business with high expectations of

profitable returns. Furthermore, as the air traffic started increasing, the demand of rented cars

subsequently increased. This is mainly because most business associates travel through airlines

and then use cabs to travel within the city from the airport to the destination and vice-versa.

All this gave a big boost to the rising capabilities of the car rental services across the world. Even

the scenario in India looks to be very promising and progressive. At present many global

companies are venturing with Indian brands to provide car rental services in the country. Many

companies offer service dedicatedly at the airport and others offer services across the city.

INTRODUCTION TO ZOOMCAR

10

INTRODUCTION OF ZOOMCAR

Zoom is a self-drive car sharing company in India.David Back and Greg Moran launched Zoom

in February 2013 in Bangalore, India. ZoomCar is a Self-Drive car rental service which allows to

rent cars by the hour, day, week, or month. They have a wide variety of cars and many locations,

in fact they can be found in your neighborhood. The company, save you the cost and hassle of

owning a car while giving you all the good parts: convenience, mobility, and independence.

History:

Zoom co-founders, David Back and Greg Moran, met while studying at the University of

Pennsylvania, where both graduated from in 2007. India’s transportation challenges combined

with its high urban density convinced them, that car sharing would be successful on the

subcontinent.

While Back studied at Harvard Law School and Moran worked on energy financing projects,

they spent two years conducting market research, developing technology, and fundraising. Both

move to India and pursue Zoom. Zoom officially launched operations in Bangalore in

2013. Zoom started with a fleet of seven cars located at Brigade Gateway in Malleshwaram. As

of February 2014, Zoom has operated for one year and has 100 cars in Bangalore.

Zoom has raised ~$1.6 million in a seed round led by New York investment network Empire

Angels, with the proceeds going toward technology, hiring, and an expanding fleet Investors

included the San Francisco-based VC firm Funders Club, Basset Investment Group and private

angel investors.

PARTNERSHIP

Zoom partners with the auto manufacturers like Ford & Mahindra which allowed them to

become the first car rental company in India to offer an electric vehicle (the Mahindra REVA

11

E2O by Mahindra) and the Ford Eco Sport "urban SUV by Ford” in 2013. Zoom also works with

locally established real estate developers, universities, hotels, and corporate IT parks to secure

parking for its vehicles and offer pick-up points to its members.

In November 2013, Zoom, Uber (a cab booking mobile app provider) and the Ashoka

Foundation came together and launched a month-long campaign in Bangalore called Ride Smart

BLR to encourage car-sharing and discourage drunk driving for its health, economic and

environmental benefits.

Zoom vehicles are equipped with an All India Permit. The customers are free to travel outside

Maharashtra State. The company encourages going out of station and exploring beautiful places

in the country. Zoom has a commercial vehicle designation (that's why they have black with

yellow plates). It is not required that the customer has a special driver's license or badge in order

to operate their vehicles anywhere in India. All Reservations are made through the website. Most

of Zoom's vehicle are equipped with an All India Permit, so you are free to Zoom anywhere in

India. Vehicles without an All India Permit are specified on the website. Zoom offers vehicles at

31 locations in Bangalore and 3 locations in Pune.

Zoom is committed to ensuring that customers’ privacy is protected as privacy on the Internet is

of the utmost importance to the company. Because they gather certain types of information about

their users in order to provide, protect, maintain and improve their services, they feel the

customer should fully understand the Policy surrounding the capture and use of that information.

About ZoomCar:

The Cars offered by Zoom are Ford Figo ZXI, Volkswagen Vento, Honda City, Ford

Ecosport, Mahindra Scorpio LX, Mahindra Scorpio SLE, Tata Safari Dicor, Mahindra

XUV W6, Mercedes A Class, BMW 320d and Mahindra E2O.

The customer can book cars by the hour, day, week, or month. The customer can book

the car 3 days in advance. The minimum reservation period is four hour, and the

maximum reservation time is 14 days.

Zoom accepts payments by credit cards, debit cards and net banking. All payments are

made in advance through our website or mobile app and cash is not accepted.

12

During accidents by the customers, they coordinate everything with the police, insurance,

and road-side assistance.

During emergencies and breakdowns, Zoom provides road-side assistance. Each vehicle

also has a 24x7 road-side support hotline number.

Each reservation comes with 10 km/hr with a maximum daily driving limit of 240

km/day (24 hour period).

To prevent theft, and to locate in case of emergency, accident, lock-out, etc., they track

the location of the vehicle by Zoom-enabled smartphone.

The booking Process of ZoomCar:

Booking- Sign up and book a Vehicle, all on ZoomCar website. The customer

needs to decide on the location. It’s all super easy.

Pay - It take a small 5000Rs. security deposit on the cars. There are no hidden

charges!

Zoom - At the location, friendly fleet executive hands over the car to the customer.

Return - Once the booking is the customer should bring the car to the same location from where he had picked up. The fleet executive checks the car for any damages cause to the car and the customer is allowed to leave the drop up point with a smile.

The name of my topic is “A Study on Customer expectation of Car Rental Services in Pune region.”

Objective:

To check the requirement of customers while renting Self- Driven Cars/Rental Cars (With Driver).

13

The main aim of the project was to check the customer exceptation of car rental service in Pune region.

To verify if customers are happy with Self- Driven cars or Rental Cars

ZOOMCAR

Industry car rental

Founder Greg Moran

David back

Founded in feb 2013

In Bangalore, india

headquarter Bangalore

area served Bangalore

pune

Delhi NCR

Gurgaon

Mimbai

Chenni

Hyderabad

Web-site www.zoomcar.com

ZOOMCAR IN PUNE

Founded july 2014

Locaction 33+

Office 106,suratwale mark plazza, opp, fortune inn hotel,Hinewadi-411057

14

Web-site www.zoomcar.com

Email id pune.suppoet@zoomcar.com

Competitor

Direct competitor carzonrent

Founder rajiv k vij

Founded 2000

Head quarted New delhi

Area services Airport transfer

Chauffeur deive

Self drive

Limousine

driving holiday

corporate travels

web-site www.carzonrent.com

Indirect compitioer ola cap

Customer Easy cabs

Uber

Employee

Student

IT people

Working

Professionals

15

CHAPTER - 2

16

RESEARCH METHODOLOGY

OBJECTIVE:

“To Study about Customer Expectation of Car Rental service in Pune region”

SUB OBJECTIVES:

a) To study customer expectation for different parameters while availing rental car service.

b) To study buying processes and parameters for car service.

c) To check consumer awareness at the time of availing the service.

d) To study the Customer expectation with regards to:

Offline Process Pick up and Drop up Service Quality of services provided

Project Research Methodology:

Research in common parlance refers to a search for knowledge. Once can also define research as

a scientific and systematic search for related information on a specific topic. In fact, research is

an art of scientific investigation. It is actually a journey of discovery. It is the pursuit of truth

with the help of study, observation, comparison and experiment. In short, the search for

knowledge through objective and systematic method of finding solution to a problem is research.

17

RESEARCH DESIGN:

Research design is the methods and procedure used for acquiring the information needed. In

short, it is the master plan for conducting the research study. It should be noted that a Research

Methodology is unique to a Research Design.

The research methodology used is of Descriptive.

Descriptive Research involves the description of the characteristics of the variable, description of the extent of association between variables and it allows the researcher to infer about the

variables.

SAMPLE DESIGN:

A sample design is a definite plan for obtaining a sample for a given population. It refers to a

techniques or procedure adopted in selecting items for the sample.

POPULATION:

All the people who avail rental car service in Pune region.

SAMPLE UNIT

All the customers who availed about Rental Car Services.

SAMPLE SIZE

Total Sample Size is 100 customers.

SAMPLING TECHNIQUE

Personal Interviews for convenience sampling.

18

Simple Random sampling; here the respondents from the population was selected

randomly with a Cross Sectional analysis.

DATA COLLECTION TECHNIQUES

Data collection technique used is survey method.

DATA

PRIMARY DATA:

Primary research consists of a collection of original primary data collected by the researcher.

It is often undertaken after the researcher has gained some insight into the issue by reviewing

secondary research or by analyzing previously collected primary data. My primary source

will be through Questionnaire that was designed for the customers to collect the information

that was required to carry out the research.

SECONDARY DATA:

Secondary data was collected from the Internet, company websites and articles.

TOOLS AND TECHNIQUES OF ANALYSIS:

Simple statistical tools and techniques like pie charts, tables and graphs were used to represent

the data with the help of questionnaires and personal interviews.

LIMITATIONS:

1. The time factor acted as a big constraint.

2. Some customers were not entertaining.

3. The time constraint was limiting factor as the project was only for 45 days.

4. The study pertains only to Pune area.

5. Budgetary and time constraints make the outcomes of the study brief that can be further

studied but at this point of time cannot be taken conclusive.

6. Respondents were in hurry to leave.

19

CHAPTER – 3

20

REVIEW OF LITERATURE

CUSTOMER EXPECTATION:

Abstract—This paper introduces a new variant of the Traveling Car Renter Problem, named Prize-collecting Traveling Car Renter Problem. In this problem, a set of vertices, each associated with a bonus, and a set of vehicles are given. The bonus represents a degree of satisfaction to visit the vertex. The objective is to determine a cycle that visits some vertices collecting, at least, a pre-defined bonus, i.e. reaching a pre-specified satisfaction, and minimizing the cost of the tour that can be traveled with different vehicles. A mathematical formulation is presented and implemented in a solver to produce results for sixty-four instances. A memetic algorithm is proposed and its performance is evaluated in comparison to the results obtained with the solver. I. INTRODUCTION HIS paper investigates a variant of the Traveling Car Renter Problem (CaRS), named Prize-collecting Traveling Car Renter Problem (pCaRS). The former was introduced in [1] and is a generalization of the Traveling Salesman Problem (TSP). In the TSP, the objective is to find a Hamiltonian cycle in a weighted simple graph, G, given as input, that has the minimum cost among all Hamiltonian cycles of G. The cost is given by the sum of the weights of the edges of the Hamiltonian cycle. The TSP is a classical Combinatorial Optimization problem and a revision of models and algorithms to this problem is given in [2]. The cost of the edges of the TSP can be thought of as the cost of using a car to travel a road between two cities represented by two vertices of G. CaRS generalizes the TSP allowing that several cars, with different costs, are available to be used during the tour. This situation occurs, for instance, when a tourist wants to visit a set of cities traveling with rented cars paying as little as possible for the cars. There are several options of rental cars of different companies in each city. The multiplicity of options opens a range of alternatives. The problem consists in visiting a set of cities, starting and ending at the same point, minimizing the cost due to car rentals. To make the decision on which car to rent at each part of the route, the customer should consider, besides renting, costs due to fuel consumption and payment of tolls. If a car is rented in a city and delivered in a different one, then the user needs to consider also some extra fee to take the car back to M. S. Menezes is with the Universidade Federal Rural do Semi-Árido - UFERSA Angicos, Brasil matheus@ufersa.edu.br / matheussmenezes@gmail.com). M. C. Goldbarg., is with Dpto. de Informática e Matemática Aplicada – DIMAP of the Universidade Federal do Rio Grande do Norte – UFRN Natal, Brasil (marcocgold@gmail.com). E. F.G Goldbarg is with Dpto. de Informática e Matemática Aplicada – DIMAP of the Universidade Federal do Rio Grande do Norte – UFRN Natal, Brasil (beth@dimap.ufrn.br).

21

(matheus@ufersa.edu.br) e-mail: its origin. Since the Traveling Salesman Problem is NP-hard [2] and a special case of CaRS when only one car is used in the tour, CaRS is also NP-hard. Metaheuristic algorithms were presented for cars in [3] [4]. It is usual the case where the tourist cannot visit all the existing attractions during a trip. In those cases it is interesting to maximize satisfaction visiting the most attractive points. The Mobile Tourist Guide, presented in [5], was designed to tourists who cannot visit all places they are interested in a large city. Some tourist trip design problems are introduced in [6] and an increasing volume of research has been dedicated to those problems [7]. A revision of routing problems in the car rental industry is presented in [8]. In [9] systems where rent and delivery occur in distinct places are investigated. Those papers, however, do not address the problem when more than one vehicle can be used by the tourists. The pCaRS problem, investigated in this paper, is a generalization of the Prize-collecting Traveling Salesman Problem (PCTSP). The latter was introduced in [10] and is NP-hard. In the PCTSP a reward and a penalty are assigned to each city and one must choose a subset of cities to be visited so that the cost of the tour and the penalties associated with each non visited city are minimized and the total reward is at least a given parameter ω. pCaRS is a variant of CaRS that, as in PCTSP, a bonus is associated to each city. The bonus defines a satisfaction level in visiting the associated city. A minimal pre-defined cumulative satisfaction must be met. In pCaRS, it is also considered that the tour begins and ends at the same point. The objective is to select a subset of cities (points) to be visited so that the total traveling cost regarding rental cars is minimized and the total satisfaction is at least a given parameter ω. In this paper, the problem is formulated and results of the mathematical formulation implemented in the GLPK solver [11] are presented. A memetic algorithm is proposed to pCaRS and applied to sixty-four instances. The results obtained with the heuristic algorithm are compared to the ones obtained with the solver. This paper is organized in other four sections, besides this one. The problem and the proposed mathematical formulation are presented in Section II. The memetic algorithm is presented in Section III. Computational experiments are reported in Section IV. Finally, some conclusions are presented in Section V. II. THE PRIZE-COLLECTING CAR RENTER SALESMAN Let G=(V,A) be a complete graph where V is a set with n nodes (cities) and A is a set of arcs (roads between cities). A A Memetic Algorithm for the Prize-collecting Traveling Car Renter Problem Matheus da Silva Menezes, Marco César Goldbarg, and Elizabeth F. G. Goldbarg T 3258 2014 IEEE Congress on Evolutionary Computation (CEC) July 6-11, 2014, Beijing, China 978-1-4799-1488-3/14/$31.00 ©2014 IEEE

.

22

CHAPTER – 4

23

DATA ANALYSIS

&

INTERPRETATION24

1. Have you ever availed the rental Car Service?a) Yes b) No

Availed Rental Car Service No. of Respondents PercentageYes 37 74No 13 26Total 50 100

74%

26%

Percentage Yes No

25

Table No.1

Inference: From the above Graph we can say that most of the respondents availed rental car service because they need car for the fulfillment of their basic needs as for business purpose, trip, etc. Some of respondents can’t avail these services because they already have their own car so they don’t have need of such rental cars.

2. Which type of rental car Service you prefer?

a) Self-Driven car (Without Driver) b) With Driver

Rental Car Service Preferred No. of Respondents PercentageSelf-Driven car (Without Driver) 12 24With Driver 38 76Total 50 100

26

24%

76%

Chart TitleSelf Driven car (Without Driver) With Driver

Table No.2

Inference: From the above Graph we can say that most of the respondents uses the car services who provided drivers because mostly they are not aware about the self-drive services in pune and some of the respondents cannot know the driving.

3. Does the name of company matters while choosing the rented car service?

a) Yes b) No

Company Name No. of Respondents PercentageYes 33 66No 17 34Total 50 100

27

66%

34%

Chart TitleYes No

Table No.3

Inference:From the above Graph we can say that the name of company matters while choosing the rented car service because according to respondents they mostly prefer the car have good brand image and according to some respondents the brand does not matter for them to select the car service they can focus on price and average of the car.

4). How you prefer to book a car?

a) Online b) Offline

Book Car No. of Respondents PercentageOnline 36 72Offline 14 28Total 50 100

28

72%

28%

Chart TitleOnline Offline

Table No.5

Inference:From the above we can concluded that many of the respondents can prefer Online process to book their rent car service because it saves time as well as money of the customer and few respondents use offline process because they are not aware about the online transaction process and have fear to lose money.

5. Should the service provider offer “Pick-up and Drop-up” service?

a) Yes b) No

Pick-up and Drop-up service No. Of Respondents PercentageYes 29 58No 21 42Total 50 100

29

Table No.6

Inference:From the above Graph according to the majority of respondents we can say that most of the rental car service provider firm can provide Pick-up and Drop-up service because many of them can provide drivers with the car, this type of additional service is easy to provide for them and it also helps to attract customer for further use of service but some of the rental car service providers can’t able toprovide these service because they provide self-driven car which the customer has to pick and drop it to the check point of the service provider.

6. How according to you should be the Charges/Fare?

a) On Kilometers basis

b) On Hourly Basis

c) On Day Basis

Charges/Fare No. of Respondents PercentageOn Kilometers basis 23 46On Hourly basis 15 30On Day basis 12 24

30

58%

42%

Chart TitleYes No

Total 50 100

46%

30%

24%

Chart TitleOn Kilometers Basis On Hourly Basis On Day Basis

Table No.7

Inference:From the above graph we can say that the majority of the respondents goes for Charges/Fare with the price according to kilometer basis because according to them they think that they can save more money and have not to pay any additional payment if the service provider charge them on kilometer basis and some respondents say that they goes for payment with on hourly basis and on day basis as the plan for long tour.

7. What you prefer for Payment option

Debit Card

Credit Card

Cheque

Cash

31

Debit Card Credit Card Cheque Cash0

1

2

3

4

5

6

7

8

9

Series1

Table No.9

Inference:From the above graph we can say that many of the respondents primary prefer Cash for Payment option because person always carry money with them and due to less knowledge of technology, Secondary they prefer Debit Card and Credit Card because nowadays many of the person are well educated

32

CHAPTER – 5

33

FINDINGS

&

SUGGESTION

FINDINGS

The findings of the project are as follows:

Most of the customers had a good experience of service by zoom car.

The satisfaction levels can also measure with the level of recommendations to friends and

associates; it is evident that more than 80% customers are satisfied with the service

offered at Zoom Car.

Company main target should be IT people, College Students, Families. They should try to

provide extra value added benefits. It is a good service therefore unless and until people

do not get any extra benefit they won’t try the Service/Product.

34

SUGGESTIONS:

The overall Customer Requirement Index from the study reveals that the company is performing

very well and customers buying are much satisfied with the service given to them.

General suggestions for improving customer requirements to be followed by the organization are

as follows:

To introduce various Schemes to the customers based on their existence; whether they

are existing ones or new ones. Based on this factor, the schemes should vary.

Adherence to delivery commitments

35

Communication and coordination should be more effective

Needs improvement in quality of product and services provided

Improve customer service in all respects

Improvement in Refundable Security Deposit

Quality of the service provided needs improvement.

There is a need for the adoption of innovative tools and techniques.

CONCLUSION:

After the study of the Zoom Car, I came to a conclusion that The Company has a huge potential

in the market, provided they concentrate on the Distribution Channel.

It still has a huge potential in Pune. There are many customers who need such good service but

due to lack of knowledge they are not aware about it. Therefore they can make a little more

product visibility by using a brand ambassador.

Zoom Car is at a growing stage, since it is an emerging brand in the market.

36

37

Bibliography

BIBLIOGRAPHY

www. zoomcar .in/pune (http://www.zoomcar.in/pune?ref=GA_PBS_A1&gclid=CKaVhqTlhMECFRIsjgodvlgAwQ)

en.wikipedia.org/wiki/Zoom_(carsharing) www.facebook.com/zoomcar.in www.zoomrentalcars.com/ www.zoomcar.com

38

39

Annexure

CUSTOMER REQUIREMENT INDEX

Good Morning/Afternoon/Evening, I am PalashLalwani pursuing MBA from Lotus Business School, Pune. Today, we are conducting a survey to find out Customer Requirement for Rental Cars in Pune Region. We are conducting this study for LBS Pune. I would be grateful if you could spend some time to answer a few questions.

Respondent’s Name:

Mobile number:

E-mail Id:

40

1. Have youever availed the rental Car Service?a) Yes b) No

2. Name the Company of which you have availed the car service?

_____________________________________

3. Which type of rental car Service you prefer?

a) Self Driven car (Without Driver) b) With Driver

4.Does the name of company matters while choosing the rented car service?

a) Yes b) No

5. Using a Scale from 1 to 10 where 1 is unacceptable, 5 is Average and 10 is Outstanding, Please Rate the Following attributes you associate while selecting rental car service?

Affordable

Ease of Use

Safety

Style

6. How you prefer to book a car?

a) Online b) Offline

7. Should the service provider offer “Pick-up and Drop-up” service?

a) Yes b) No

8. How according to you should be the Charges/Fare?

a) On Kilometers basis

b) On Hourly Basis

c) On Day Basis

9. Using a Scale from 1 to 10 where 1 is unacceptable, 5 is Average and 10 is Outstanding, Please Rate the Following Requirements/Factors a rental car service should provide

Fuel

41

GPS Service

Road Assistance

First Aid Kit (Safety Measures)

10. What you prefer for Payment option

Debit Card

Credit Card

Cheque

Cash

11.Specify any Suggestions and Services that a rental car company should provide_________________________________________________________________________________________________________________________________________________________________________________________________________________________________

---Thank You---

42