Towards Sustainable Urban Mobility—An Analysis of Electric Rickshaw Ecosystem of Delhi, India

Urban mobility has significant impact and influence on communities and economies, facilitating interconnection of individuals with one another and with their places of work, learning and recreation. Greater usage of sustainable public transport requires seamless access to and egress from mass transit. In Indian cities, this access is provided by paratransit/intermediate public transport (IPT) vehicles such as electric rickshaws (e-rickshaws). With e-rickshaws contributing significantly to sustainable urban mobility, this study assesses the service quality of e-rickshaws in Delhi on eight parameters, comprising 23 ‘modified’ attributes using importance–performance analysis (traditional and confidence interval based) (IPA), gap analysis and Customer Satisfaction Index (CSI). The study concludes that the following service components need to be focussed on: level of emissions, noise pollution and sight pollution caused by the paratransit mode; cleanliness inside the paratransit vehicle; overall safety from road accidents; quality and condition of vehicle and of the material inside the vehicle; and ease of tracking the paratransit mode using an app.