Quality Assessment of App-Based Bike Taxi Services by Benchmarking and Numerical Rating Approach: Guwahati

Shared mobility is an umbrella term that includes various forms of bike-sharing, carsharing, carpooling, vanpooling, and on-demand ride services. It also includes feeder transport services like shuttles and paratransit. With the advancements in technology, options for shared mobility are evolving. In Indian cities, app-based mobility services have become an emerging business. App-based bike taxi service is also an innovative shared mobility model that has emerged recently. This study evaluates the quality of app-based bike taxi services in Guwahati by benchmarking and numerical rating approach (NRA). Key Performance Indicators (KPIs) were developed and derived from various studies based on existing scenarios. A questionnaire survey was conducted, and then NRA was used to evaluate the quality. Additionally, this study explores the aspects that make these services more reliable and accessible, causing commuters to switch. The overall level of service (LOS) of app-based bike taxi services is found two, indicating room for improvement in some areas. The study finds that app-based bike taxi services perform better in real-time tracking, affordability, service coverage, comfort, and travel speed. However, the extent of supply of service needs to be improved. By NRA, deficiency from an acceptable level is spotted in the luggage carrying capacity of the service. In addition, app-based bike taxi services provide online ride-booking, door-to-door pickup and drop service, live location tracking, and multiple fare payment options, making it more attractive than other modes.