Consumer Perception of Ride-Sharing Apps in Bangladesh

Abstract

The ride-sharing industry in Bangladesh has seen rapid growth in recent years, with companies like Uber, Pathao, InDrive and OBhai transforming the way people navigate the city, particularly Dhaka, where traffic jams and inefficient public transit have led people to seek alternative modes of transportation. The competition between these platforms is both in the services that they offer and the pricing models for a diverse and growing urban population. By conducting a survey of 101 respondents of various ages, professions and income levels, this study examines the consumers perception with respect to ride sharing apps with respect to time saving, pricing, driver behavior, safety and convenience of digital payments. Consumer attitudes were generally positive. The most popular feature was the integration of digital payment options via local platforms such as bKash and Nagad, as it made transactions quicker and smoother than traditional modes of transport. Time saved over buses and CNGs was also very much appreciated and most of the consumers reported that they felt safe in GPS tracked vehicles having registered drivers. However, there were several problems. During peak hours and rain, the perception was that it is more expensive and unfair than it should be. Driver cancelations, lack of professionalism and unclean vehicles were also common reported pain points that also affected the general experience. Overall, Consumers are satisfied with ride-sharing services and most would recommend them to others though brand loyalty remains low. Companies that emphasize pricing transparency, driver quality and better vehicle conditions will be best positioned to build stronger, more sustainable relationships with consumers in this rapidly growing industry.