Customer perceptions towards Namma Yatri: An empirical study

This study examines customer perceptions of Namma Yatri, a ride-hailing service operating in Bengaluru, and compares it with competitors like Ola, Uber and Rapido. The research aims to understand key factors influencing customer preferences, including pricing, ride availability, driver behavior, app usability and overall service quality. This study employs a survey-based quantitative research design to analyze customer perceptions in Bengaluru towards Namma Yatri. The primary data for this study was collected through a structured questionnaire, consisting of both closed-ended and Likert-scale questions. The survey was distributed through Google Forms to reach a diverse group of respondents. The data was collected from frequent ride-hailing users, including daily commuters, office-goers, students and tourists. Findings indicate that price competitiveness, ride availability and driver behavior play a crucial role in shaping customer choices. While most users find Namma Yatri’s pricing similar to competitors, a significant percentage perceive it as a cost-effective alternative. Additionally, ride availability and driver behavior were rated as better or similar to other services. Safety and availability emerged as the most relevant factors in selecting a ride-hailing service, highlighting the need for reliable and secure transportation options. A majority of respondents expressed willingness to continue using Namma Yatri, with many considering it a viable alternative to other platforms. However, some areas, such as customer support and app usability, showed scope for improvement. The study provides valuable insights into customer expectations and service gaps, offering recommendations to enhance user experience, trust, and market positioning for Namma Yatri. By addressing key customer concerns and strengthening its service offerings, Namma Yatri can further establish itself as a preferred ride-hailing choice in Bengaluru.