MERU CABS

PRESENTED BY
Manish Choudhary
Snehil Dixit
MBA General
ABS

Industry Profile of cabs

Industry grew in the early 2000s.
Delhi being Indias premier capital attracted huge
visitors to the city on a daily basis.
Local auto drivers were arrogant and had
extraordinary demands.
Taxis were made more affordable.
Cab service providers proved themselves by
providing services that cater to the needs of the
customers.
Emergence of various cab service providers made
commuting easier.

OBJECTIVE
Understanding the GAP analysis
of Meru cab
Studying the service blueprint.
Understanding SERVQUAL model.

Company profile
Meru Cabs was one of the first companies to
launch metered "Radio cabs" in India under its
brand "Meru.
First launched in Mumbai in April 2007.
Headquartered in Mumbai.
Provides a radio taxi service in seven key cities
of India - Mumbai, Delhi, Hyderabad, Bengaluru,
Jaipur, Ahmedabad, Chennai Vadodara, Surat,
Pune & Kolkata
Scaled to a fleet of 6000+ cabs in last 6 years,
across Mumbai.
In 2008 Meru Cabs started its operation in
Bangalore.
Meru cabs has 1500 taxis in Bangalore.

Service Blueprint
There are three different way of booking for a
Meru Cab
Online booking:
log into www.merucab.com
Fill the information like
When (date and time),
From, To (Area)
Meru Mobile App
Book Meru cab by downloading Meru Cab App
Direct calling
Book Meru Cab by calling 080 4422 4422.

Fares for a Meru Cab

Day Time
6:00 am to midnight

Night Time
Mid-night to 6:00
am

For the first 4 Kms

Rs 80

Rs 88

Rate after 4 Km

Rs 19.50

Rs 21.45

Waiting Charges

No charge for the first No charge for the first

20
20
minutes and
minutes and
thereafter Rs.10 /
thereafter Rs.11 /
15 mins or part
15 mins or part
thereafter.
thereafter.

Intra-City Trips:

7Ps: Meru Cab

Product
Price
Place
Promotion
People
Process
Physical Evidence

Product
Modern, brand-new, air- conditioned
comfortable cabs. Mostly cabs are Sedan
cars like Indigo, Ikon etc.
Computerized communication& dispatch
systems with GPS (Global Positioning
System)

Price
No hidden costs or overcharging.
Charged only from your pick up point to
your drop point.

Place
Headquartered in Mumbai, Meru Cab
Company provides a radio taxi service in
the four key metros of India - Mumbai,
Delhi, Hyderabad and Bangalore.

Promotion
Tag-Line: RELY ON US.
Promotional strategies for brand building
like radio ad campaign, tent cards etc

Process
Cab facilities

People
Meru training Academy
Huge investment on training make it different from
other.

Physical Evidence
Condition of the Taxi :- Modern, brand-new, airconditioned comfortable cabs. Mostly cabs are Sedan
cars like Indigo, Ikon etc

DATA COLLECTION
(Questionnaire)
Total 30 respondent.
Male :20
Female :10

occupation
self Employed: 5
Service: 6
Student: 19

Age of respondent
18-25 years: 15
26-30 years: 10
31-40 years: 5

SERVQUAL RATING
Demensi
on

Reliabilit
y
Responsi
ve
Assuranc
e
Empathy
Tangible
Overall
Quality

Tota
l

15

30

12

12

30

0
1
0

3
2
3

12
10
13

12
13
12

3
4
2

30
30
30

18

30

GAP ANALYSIS
Service Quality Gap
Expected vs perceived : Since most of the
respondents have given four rating we say that
Meru is good at service quality and there lies a very
little service gap on which the company can work.
Service Standard Gap
Organizations Understanding of Expectations vs
Organizations Service Standards : Meru Cab is
providing good Standard Service. All the employees
having uniforms and the company has tried to
reduce service standard gap.

 Service Performance Gap

Organizations Service Standards VS Organizations
Service Performance: Meru is very particular about
performing service according to their standard they never
compromise on quality.
Organizations Service Performance VS Organizations
Communications to Customers: Meru cabs communicates
through an advertisement and through their own website.
Market info gap
Organizations Understanding of Expectations VS
Customers Service Expectations: Meru Cab conduct
regular research to understand customers expectations

Thank you