Analysis of the impact of COVID on customer behaviour in shared transportation

Abstract

The aim of the study was to understand how consumer perception of shared transportation has changed and what are the factors impacting adoption of these services. We hypothesized that signs about safety protocols being followed or to follow in taxis and buses will influence consumer perception about them. To test this hypothesis, we designed a survey in which customers were asked question about their willingness to use shared transportation as well as questions about which features are more important to them while choosing their mode of transport, both pre and post-COVID. The survey data was then analyzed using statistical tools and the results were studied to derive implications useful for industry and public stakeholders. Some findings that were established as a part of this research are – • Visible signs about precautionary measures to be adopted to contain the spread of the virus are effective in assuring customers of a safer travel experience. • Customers are willing to use public and private shared transportation if they believe that they are being sufficiently safe. Based on these finding, we posit that cab service providers like Uber and Ola as well as local bodies governing public transportation systems ensure that basic signs are put up in all cabs and buses, both as a reminder and well as an assurance. Moreover, we suggest that policy makers communicate neutrally or positively about safety of shared transportation to avoid long-lasting fallback from negative consumer perception about shared transportation and its role in the spread of diseases.