08. CUSTOMER SATISFACTION TOWARDS RAPIDO APP IN SIVAKASI

India's urban mobility has been completely transformed by the explosive rise of ride-hailing services, with Rapido becoming a major force in the two-wheeler transportation market.This study investigates customer satisfaction with the Rapido app specifically in Sivakasi, a town known for its bustling commercial activity and growing demand for efficient transportation. A structured survey was conducted among 53 randomly selected Rapido users in Sivakasi to assess satisfaction levels across key dimensions including ease of booking, driver behavior, app usability, pricing, and overall ride experience. Findings reveal that the most influential factors contributing to customer satisfaction are the simplicity of the booking process, courteous driver conduct, and the intuitive design of the app interface. Respondents also appreciated the affordability and time-saving nature of Rapido rides, especially in navigating Sivakasi’s congested routes. However, occasional concerns regarding ride availability during peak hours were noted. This study highlights the importance of maintaining high service standards and enhancing app features to meet the evolving expectations of users in tier-2 cities like Sivakasi. The insights gained can help Rapido refine its offerings and strengthen its presence in similar urban markets.