A PROJECT REPORT

ON

“To study the customer satisfaction towards UrbanClap as a local

service provider in Ahmedabad city”

In partial fulfillment for the requirements of the Two Year Master of Business Administration
Program under NMIMS Deemed-to-be-University

By
Saloni Jain
77121648700

MBA SEM IV (Business Management)

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 DECLARATION

I, Saloni Jain, Enrolment No. 77121648700, student of “Master of Business Administration

(Business Management)”, hereby declare that the report for the Comprehensive Project
entitled “To study the customer satisfaction towards UrbanClap as a local service
provider in Ahmedabad city.” is a result of my own work and indebtedness to other work
publications, references, if any, have been duly acknowledged.

PLACE: Ahmedabad city DATE: 13th May 2023

Student Name

Saloni Jain

77121648700

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 PREFACE

Management is the art of accomplishing goals through and with a formalized

group of people. The implementation of theoretical knowledge into practical life
in the current scenario is very much needed in the student's life as an MBA
student because having only theoretical knowledge is not sufficient for them;
they also need to develop practical skills that will help them in every area of
their future lives. I conducted a thorough project on "To study the consumers'
satisfaction towards UrbanClap as a local service provider in Ahmedabad city"
in order to achieve this goal. With a view of analyzing consumer satisfaction
levels with UrbanClap's services as well as examining awareness of other online
domestic service providers. My research abilities have undoubtedly improved as
a result of the project, and having knowledge of such extensive work will also
be valuable.

After doing a lot of research on the subject, it gives me pleasure to offer the full
work. This research has broadened my knowledge base in both theoretical and
practical sense, which is essential for any student pursuing management-level
education. Additionally, after contacting and meeting numerous people for the
survey, it has increased my networking with various people. After finishing the
study, I came to the realization that while I had been studying theory, the
practical application was completely different, necessitating experience and
work on my part. As a result, research on a particular issue has been made
mandatory for MBA students in order to serve two purposes.

Such research projects encourage students to develop their inner talents and
attributes, and as a result, students learn about reality and how theoretical and
practical knowledge actually function. I have found this to be really helpful, in
fact.

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 ACKNOWLEDGEMENT

I would like to express my gratitude to Prof. Deepak Gupta for guiding us

through a video session on how to prepare a comprehensive project.

My sincere thanks go to NMIMS Deemed-to-be-University for giving me the

chance to improve my academic credentials and for providing me the chance to
gain extensive knowledge in the relevant sector. Apart from this I would also
like to thank the University for posting all the data on the student portal.

Last but not the least I would like to extend my deep sense of gratitude to all
survey respondents, my family, friends and all who helped me and had been
faithful enough to get the required information during my comprehensive project
period. That greatly aided the success of my project.

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 Table of Contents

CHAPTER 1 INTRODUCTION ............................................................................................. 11

1.1 ABOUT THE SERVICE SECTOR ................................................................................ 11
1.2 INDIAN SERVICE SECTOR ........................................................................................ 11
1.3 PROFESSIONAL SERVICE PROVIDERS .................................................................. 12
CHAPTER 2 INDUSTRY ANALYSIS .............................................................................. 18
2.1 PESTEL ANALYSIS ......................................................................................................... 18
2.1.1 POLITICAL: ......................................................................................................... 19
2.1.2 ECONOMICAL: ................................................................................................... 19
2.1.3 SOCIAL: ................................................................................................................ 20
2.1.4 TECHNOLOGICAL: ............................................................................................ 20
2.1.5 ENVIRONMENTAL: ........................................................................................... 21
2.1.6 LEGAL: ................................................................................................................. 21
CHAPTER 3 COMPANY PROFILE .................................................................................. 22
3.1 INTRODUCTION TO URBANCLAP .......................................................................... 22
3.2. SWOT ANALYSIS ....................................................................................................... 23
3.2.1 STRENGHTS ........................................................................................................... 23
3.2.2 WEAKNESS ............................................................................................................ 24
3.2.3 OPPORTUNITIES ................................................................................................... 24
3.2.4 THREATS ................................................................................................................ 24
CHAPTER 4 ............................................................................................................................ 26
LITERATURE REVIEW ........................................................................................................ 26
CHAPTER 5 ............................................................................................................................ 28
RESEARCH METHODOLOGY............................................................................................. 28
5.1 OBJECTIVE OF THE STUDY ......................................................................................... 28
5.2 SCOPE OF THE STUDY .................................................................................................. 28
5.3 NEED OF THE STUDY .................................................................................................... 28
5.4 RESEARCH DESIGN ....................................................................................................... 28
5.5 SAMPLING........................................................................................................................ 28
5.6 DATA COLLECTION SOURCE ...................................................................................... 28

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5.7 DATA ANALYSIS TOOL................................................................................................. 29
5.8 LIMITATIONS .................................................................................................................. 29
CHAPTER 6 ............................................................................................................................ 30
ANALYSIS AND INTERPRETATION ................................................................................. 30
CHAPTER 7 FINDINGS ......................................................................................................... 92
CHAPTER 8 CONCLUSION.................................................................................................. 93
CHAPTER 9 RECOMMENDATIONS ................................................................................... 94
REFERENCES ........................................................................................................................ 95
ANNEXURE ............................................................................................................................. 97

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 LIST OF LOGOS AND DIAGRAMS

[Link]. PARTICULARS PAGE NO.

1. UrbanClap 13
2. 14
HouseJoy
3. 14
Zimmber
4. 14
UrbanPro
5. 15
Helpr
6. 15
SBricks
7. Mr. Right 16
8. 16
Timesaverz
9. 16
[Link]
10. 17
Cheep

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 LIST OF TABLES AND GRAPHS

[Link]. PARTICULARS PAGE NO.

1. Gender 30
2. Age 31
3. Qualification 32
4. Occupation 33
5. Annual Income 34
6. Awareness level of the respondents 35
7. Overview of Medium of Awareness 36
7.1 Awareness through SocialMedia Marketing 37
7.2 Awareness through Newspaper 38
7.3 Awareness through Magazine 39
7.4 Awareness through Friends and Family 40
7.5 Awareness through Television Advertisements 41
7.6 Awareness through Banners and Posters 42
8. Number of respondents usingUrbanclap 43
9. Frequency of usage 44
10. Monthly budget for availing the services 45
11. Overview of types of services being used by the respondents 46
11.1 Salon services 47
11.2 Massage services 48
11.3 Cleaning services 49
11.4 Appliance repairs 50
11.5 Electricians, Plumbers and Carpenters 51
11.6 Makeup and Hairstyling 52
11.7 Fitness and Yoga 53
11.8 Pest control services 54
11.9 Event management 55
SATISFACTION PARAMETERS
12.1 Convenience of Booking of the services 56
12.2 Quality of the service provided 57
12.3 Behavior of the service provider 58
12.4 Customer support service provided by the Urbanclap 59

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12.5 Politeness and Hospitality of the service provider 60
12.6 Customer grievance handling 61
12.7 Speed, promptness and accuracy in transaction 62
12.8 Confidentiality of the accounts in transaction 63
12.9 Variety of the services offered by Urbanclap 64
12.10 Time taken to book the services 65
12.11 In depth information of the services provided 66
12.12 User friendliness of Urbanclap 67
12.13 Transparent and fix pricing policy 68
12.14 Skilled and verified professionals 69
12.15 On time arrival of the service provider 70
12.16 The refund policy of Urbanclap 71
13 Overview of the problems faced while using the services provided 72
by the Urbanclap
13.1 The service provider is not punctual 73
13.2 Quality of the service is not consistent 74
13.3 Hygiene issues 75
13.4 High prices 76
13.5 No problem faced 77
13.6 Other problems 78
14 Overview of the reasons for not using the services provided by 79
Urbanclap
14.1 Hygiene issues 80
14.2 Does not fit the need factor 81
14.3 Security issues 82
14.4 Lack of awareness 83
14.5 The service provided is easily available near by 84
14.6 High prices 85
15 One sample T-test 86
16 Age and awareness cross tabulation 87
17 Gender and awareness cross tabulation 88
18 Qualification and awareness cross tabulation 89
19 Occupation and awareness cross tabulation 90

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 Executive Summary

In today’s busy schedule it is very difficult to manage things at home and at work place
together. Also to take out some time for oneself has become very difficult nowadays, there
are various types of services that are required in our day to day life and so using mobile
application for getting those services is a type of innovative idea everyone was looking for.
There are various applications that provide the local services but amongst all the application
the most used is the UrbanClap app. The services provided are such that they are available
nearby, and so the problem with such application is that it should be feasible to both the
service provider as well as the person who has opted for the service. The major problem with
these applications is that they cannot satisfy the customers with the services being provided
by them. Thus it remains imperative to understand the customers’ satisfaction towards online
services being provided by the UrbanClap. The research was conducted using a descriptive
research approach. For the purpose of descriptive research design, frequency, cross-
tabulation and one sample t-test has been used, on the sample of 199 respondents. The
research provides the information regarding the awareness level of the respondents and along
with that the most widely used medium of awareness regarding UrbanClap. Most of the
respondents are aware through social media and television advertisements. Other than that,
research also provides information about the usage of the services being provided by
UrbanClap. Also, the research briefly aids in understanding the various reasons for people not
using the services and the problems faced while using the various services being provided by
UrbanClap.

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1.1 ABOUT THE SERVICE SECTOR

The occupation which belongs to the tertiary sector of the economy and which requires special
training skills as well as art and science of performing the task or a particular work is known as
service. The service providers such as architects, auditors, engineers, doctors, lawyers, teachers,
electricians, plumbers, carpenters, electronic appliance repairers, salon service providers, etc. are
some of the examples of service providers that are included in the tertiary sector of the Indian
economy. The service sector creates intangible goods, or more precisely, services rather than goods. It
consists of a number of service-related industries, such as waste management, transportation and
warehousing, information services, securities and other investment services, professional services, and
arts, entertainment, and other leisure-time pursuits. The service sector, often known as the tertiary
sector, makes up the third tier of the three sector economy. This industry produces maintenance and
repairs, training, and/or consultancy instead of products. Jobs in the service sector include things like
housekeeping, tours, nursing, and education. Among the countries that place heavy emphasis on the
service sector, the United States, the United Kingdom, Australia, and China rank among the top.

1.2 INDIAN SERVICE SECTOR

According to the essay on the Indian service sector written by, (Jain, Economics Discussion) Services
sector is composed of broad spectrum of service providing entities spread throughout the Country.
Economic Survey, 2011–12 stated that for more than ten years, the services sector has been a
significant and crucial driver steadily propelling expansion in the Indian economy. Due to the strength
of this sector in the domestic economy and its key position in India's economic exchanges, the
economy has effectively traversed the stormy years of the recent global economic crisis. With such a
large population, India is a country where the services sector has enormous potential. By making good
use of the massive amount of labour available, the development of the services sector may turn this
burden into a resource that generates a significant amount of cash for the entire country.

The service sector usually covers wide range activities from the most sophisticated information
technology (IT) to simple services provided by the unorganized sector like the services of the
plumber, mason, barber etc.

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Along with the other sectors, service sector is also one of the dominant sectors in India’s GDP, and
has attracted significant foreign investment flows, contributed significantly to exports as well as
provided large-scale employment. Trade, lodging and dining, transportation, storage, and
communication, financing, insurance, real estate, commercial services, community, social, and
personal services, as well as services associated to construction, are all included in India's services
industry.

India's economy is mostly driven by the services industry. The sector has contributed 54.17% of
India’s Gross Value Added at current price in 2018-19. Net service exports stood at US$ 60.25
billion in April-December 2018 (P).Nikkei India Services Purchasing Managers' Index (PMI) stood
at 50.2 in May 2019. The expansion in services activity was driven by boost in capacity and demand
along with favorable public policies.

The Indian government understands the significance of encouraging the growth of the services sector
and offers a number of incentives in a wide range of industries, including banking, finance,
management, engineering, tourism, education, and the healthcare and information technology
industries.

1.3 PROFESSIONAL SERVICE PROVIDERS

There are various types of professional services that we require in our day to day life. These services
can either be searched for by our self, or this task can be given to the agencies that provide these types
of services. There are many agencies and firms that provide different kinds of services as per the
requirement of the customers. These agencies or the firms work in a different manner as compared to
the other industrial sector firms.

Professional services firms exist in many different industries. They include lawyers, advertising
professionals, architects, accountants, financial advisers, engineers, consultants, plumbers,
electricians, salon service providers, health and fitness instructors and the list is endless. Basically,
they can be any organization or profession that offers customized, services to clients. There are
basically two types of local service providers prevailing in the market. The first ones are which
provides local services offline, also known as agencies, and the other ones are which have an online
portal for providing all the types of local services online. There has been a continuous increase
in the online local service providers in the last few years.

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According to the writer of the (Lahoti, 2018), there are various online professional as well as
domestic service providing agencies amongst which the Top 10 are enlisted below:-

1. UrbanClap

2. HouseJoy

3. Zimmber

4. UrbanPro

5. Helpr

6. SBricks

7. Mr. Right

8. Timesaverz

9. [Link]

10. Cheep

A brief introduction of all the above mentioned companies providing these services is given below:

1. UrbanClap
Numerous services are gathered by UrbanClap under one roof. You can hire
their services for home cleaning, interior design, massage, appliance repair,
and maintenance while remaining in the comfort of your own home. Founded
in 2014, the company's founders Raghav Chandra, Varun Khaitan, and
Abhiraj Bhal also offer cutting-edge services including wedding photography,
event management, pest treatment, etc. As of now, you can get UrbanClap
services in Delhi NCR, Bengaluru, Mumbai, Chennai, Pune, Ahmedabad, Kolkata, Noida, Faridabad,
Gurugram, Ghaziabad and Surat. Over 10,000 experts who have registered with the site and been
thoroughly validated by the business. The service has really caught on with the busy urban population
with their busy life and the company crossed the mark of $10 million in revenue in the recent times.
The business's app was introduced in August 2017 and reported the astounding profit within six
months. It has become one of the fastest growing home service Start-ups in India and raised Rs.63
Crores in funding from Accel India and SAW Partners. UrbanClap is known to offer heavy discounts
to the tune of Rs.1.32 Crores to attract customers. The business generated income of Rs. 45 crores in
the fiscal year 2017–2018, even with the discount. Due to the rise in users of its platform, UrbanClap
was also able to lower its operating costs.

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2. House Joy
The Bangalore-based firm HouseJoy was founded in 2015 by Sunil Goel and
Arjun Kumar. Initially, Matrix Partners helped the business raise $4 million in its
initial round of funding. The Indian public, which places about 4,000 orders every
day, has a favorable opinion of the company and has contributed to its 30 to 40%
weekly growth. The business has received $27 million in funding to date from a
variety of investors, including Amazon, Vertex Ventures, and Matrix Partners. HouseJoy's ability to
succeed can be attributed to its strong business model, cost control, and effective management. In the
fiscal year 2015–2016, HouseJoy was able to generate revenues totaling $4.72 million, an
increase of 66% over the previous year. Even during the period of improved profitability,
HouseJoy was unable to reduce its costs, which came to $15 million between 2016 and 2017.
The two companies with the quickest growth in terms of revenue and market share are
HouseJoy and UrbanClap. Home cleaning, pest control, painting, carpentry, plumbing,
appliance repair, and other services can be handled by professionals.

3. Zimmber
You can count on Zimmber to lend a hand when you need it around the
house. Quikr just purchased the business for $10 million in 2017. Amit
Kumar, Anubhab Goel, and Gaurav Shrivastava formed it, and it has its
headquarters in Mumbai. You can use their app or website to hire
professionals for a variety of tasks, including pest control, carpentry,
plumbing, professional cleaning, cleaning of carpets and furniture, electrical repairs, laundry, home
spa, and more. Zimmber received $400,000 in funding from the Mobi co-founders and an additional
$2 million in pre-series a funding from the top venture capital firms, including Omidyar Networks and
IDG Ventures. To put your mind at ease, the organization assesses the eligibility of each service
provider listed. Additionally, they offer counselling and supplementary training to fill in any service
gaps. Pune, Bangalore, NCR, and MMR are among the cities where you can use Zimmber's services. It
has a long list of reputable investors, including Aarin Capital and several angel investors.

4. Urban Pro
Students can find institutes, trainers, and instructors with UrbanPro. Rakesh
Kalra established the business in 2012, and it now has over 6.5 lakh accredited
schools and tutors connected to its network. More than 25 lakh students and one
million visitors per month have the opportunity to interact with educators and
receive tutoring for well-known tests including the CA, MBA entrance, UPSC,
bank clerical jobs, Staff Selection Commission, TOEFL, GMAT, IELTS, GRE, and more. You can
also enroll in IT programmes that teach programming languages including C++, Java, Python, PHP,
and Data Science. You can select from more than 100 different kinds of courses and coaching

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 programmes. You can even enroll in dancing and music lessons and pick up new skills like
sketching, yoga, singing, acting, and makeup. The business has operations in Mumbai, Delhi, and
Chennai and is based in Bangalore. On the website, institutes and tutors can sign up and list their
teaching specialties. The software, which is accessible on iOS and Android, is used by students to
look for and hire teachers. According to reports, a US-based angel investor provided the business
with an undisclosed sum of financing. Additionally, it received $2 million from Nirvana Venture
Advisors in 2015. UrbanPro is undoubtedly a cutting-edge app that capitalizes on India's booming
on-demand economy.

5. Helpr
Helpr is a one-stop shop for all of your housekeeping and appliance repair
requirements. You can choose cleaning services such as deep cleaning,
kitchen, bathroom, couch, and carpet cleaning. The platform has also hired
experts that provide pest treatment, plumbing, electrical, and appliance
repair, as well as home and wood painting and computer maintenance. For
yearly fees, you can also enrol in annual maintenance plans for home and appliance repairs. With over
23,000 registered professionals, the business won the Coimbatore Management Association's (CMA)
2015 Best Startup of the Year Award. Each employee is assessed, and a background investigation that
includes police records is done. Vijayramkumar Veeraraghavan, Vignesh Rengasamy, and Rajesh
Sankarappan launched the business in Bangalore in 2015. In Coimbatore, Bangalore, Chennai, and
Hyderabad, you can use their services.

6. SBricks
SBricks now has offices in Bangalore and Hyderabad, but they plan to soon to
have presences in Pune, Chennai, Kochi, Visakhapatnam, and Vijayawada.
Through the company app, which is accessible on both iOS and Android, the
company provides home services, cleaning, laundry, and repair activities.
SBricks has had success in a remarkably short period of time. In order to
diversify their business, they recently paid $1 million for HomeCues and purchased Melway, a
facilities management firm. HomeCues will continue to operate under its own brand name while being
handled by SBricks. A group of young businesspeople who recognized an opportunity in the market
for on-demand home services founded the company. Using the app, you may schedule a professional
for the job and set a time and date. Only experts are allowed to work at your home because all
professionals registered with the company are licensed and have undergone background checks. Price
bids and a person who suits your budget might be compared. D Nithin Reddy, CEO of SBricks, is
currently standardizing the services in the selected locations so that they may implement the idea
elsewhere.

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7. Mr. Right
On its platform, Mr. Right offers more than 300 services for the household. The
list is endless, but you could start with an AC repair service, hire a plumber or
electrician, clean your home or office, fix your TV, fridge, and other
appliances, have your laundry done, get your computer working, hire pest
control, get home security solutions, wash your car, handle packing and
moving, etc. You can be sure that your job will be priced fairly. You can type
right into the app's search bar whatever it is you want to get done. To ensure the quality of the work,
all specialists will be from your neighbourhood and verified by Mr. Right. The time and date for the
task to be completed can be chosen at your leisure. The company was founded in 2013 by Mayank
Agrawal and Prashant Chaudhary, two childhood friends, and it now provides services throughout the
Delhi-NCR region. It started out as a cleaning and repair business for homes but quickly expanded to
offer such a wide range of services.

8. Timesaverz
Another home services business, Timesaverz, provides cleaning, repair, pest
control, car washing, painting, and handyman services for little projects around
the house for homes and accessories. The business uses qualified personnel and
offers a money-back guarantee along with exceptional service. To reserve a
service and make a payment, visit the website or app. Then, the expert shows up
at the time and date you've specified to handle your responsibilities. For each assignment you
complete, you receive "minutes," which may be redeemed for dining out, spa services, or other social
events. In order to assist those who are new to cities, Lovnish Bhatia and Debadutta Upadhyaya
founded the business in 2013. Delhi, Noida, Gurgaon, Hyderabad, Bangalore, Pune, Mumbai, and
Chennai all offer Timesaverz service. Leading investors including Neville Taraporewalla, an internet
expert, Rajesh Sawhney, the creator of GSF Accelerator, and first-generation Indian businessman and
philanthropist Ronnie Screwvala provided the company with cash.

9. [Link]
The e-commerce site for local services, [Link], was purchased by Paytm, one of
the biggest and most popular payment gateways in India. Users can obtain
standardised services for all household requirements, talents (dancing and music
lessons), wellness (yoga, dietician), and occasions (birthday activities). It was
established in 2014 by Akshay Khanna, Lomesh Dutta, and Sunil Goyal with the goal of making
purchasing services as simple as purchasing goods. The rapidly expanding online-to-offline market in
India now includes [Link], which assists users in finding nearby service providers such as plumbers,
tattoo artists, and make-up artists. More than 100 categories, including home necessities, health, and
wellness, are covered by the startup, which has secured $280k in funding from marquee investors.
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10. Cheep

Diwan Rahul Nanda founded CHEEP, an on-demand home services app that
connects clients and home service providers on a single platform based on
technology. With just one click, users can get whatever home service they
need, from babysitting to appliance repairs. Cheep guarantees the security and
trust of their customers by recruiting specialists after conducting a complete
background check. Cheep does this with the support of Topsgroup, one of
India's largest and most reputable security service groups. This Mumbai-based firm, which operates in
more than 20 Indian locations at the moment, has so far earned more than 30 Crores in revenue. With
Cheep, you can select from a variety of home services, find vetted professionals nearby, obtain prices,
bargain with the service provider, and hire them to finish your task.

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(Thomas, 2016) Never before has digital technology had such a significant impact on every facet of
our lives. Digital disruption and inventiveness have given rise to an entirely new generation of
businesses in a variety of industries, including retail, transportation, financial services, and even
something as simple as viewing a movie. With the use of technology, the home services industry has
attracted a lot of attention as it seeks to connect local services with customers. Startups, in an effort to
organise this highly fragmented industry, are offering these services and many more at the click of a
button, including sending someone to fix broken appliances, getting clothes washed, ironed, and
delivered to you on your doorstep, and having a fitness instructor train you at home. According to
CEO of on-demand home services business Housejoy Saran Chatterjee, "the three main issues facing
this industry are availability & reliability of service providers and the quality of their work, be it
plumbing, electrical or carpentry." It was established in January 2015 and operates in 13 Indian cities,
offering 14 different kinds of home services. "First of all, you don't find them when you need them,"
continues Chatterjee. Second, you can't be certain if they'll show up or not, and third, the service
quality might not be up to grade.

Availability of the services: Rapid urbanization, rising affluence, and an abundance of cheap labour
exacerbate problems. People are always pressed for time and will pay more to have a certain quality
of service. The only other choice when looking for these handymen is to use poor search directories
and take the chance of getting inundated with calls. The possibility for this industry is also expected to
develop significantly given that smartphones are the majority of people's preferred access point to
these services and that their penetration across the nation has increased dramatically. When trying to
determine whether these services are offered locally, the online service providers are very helpful.
These service providers' primary issue is that there is no equilibrium between the supply of certain
services and the demand for them.

2.1 PESTEL ANALYSIS

PESTEL research enables us to comprehend the external elements influencing the particular industry's
business. There are two general categories used to classify external influences or the external
environment, and they are as follows:

1. Task environment
2. Macro environment

Porter's five force analysis is the most effective for analyzing the task environment of a certain
industry or for comprehending the behavior of elements that are in direct contact with a company,
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such as rivals, suppliers, distributors, customers, etc. But in order to comprehend the entire service
industry as a whole, we must concentrate on the general environment, or the elements that have a
large-scale impact on the sector's operations. PESTEL analysis can be used to gain this information.
PESTEL analysis can be used to gain this information. The abbreviation "PESTEL" stands for all the
elements that have a significant impact on the business. These include the following:

1. Political
2. Economical
3. Social
4. Technological
5. Ethical / Environmental
6. Legal

2.1.1 POLITICAL:

Politics determines how and to what extent the government intervenes in a certain sector of the
economy or across the board. This essentially sums up all the potential or actual effect that the
government will have on your firm. The following are the key considerations while conducting a
political analysis of the business.

Government policies have a significant impact on how well a given industry is doing commercially.
Some policies are set up so that they are advantageous from an employment standpoint, while other
rules are advantageous from a commercial standpoint.

(News- IANS, 2017) The national livelihood mission's urban poor participants should be able to earn
a minimal monthly income thanks to the way the government has framed its laws for the service
industry. To accomplish this, the Deen Dayal Antyodaya Yojana-National Urban Livelihoods Mission
signs a Memorandum of Understanding (MOU) with online service providers to offer jobs to the
urban skilled poor.

2.1.2 ECONOMICAL:

(Sirinivasan, 2018) The functioning of a nation's economy and the results of economic changes in a
particular industry are determined by economic considerations. A single corporate sector may be
negatively impacted by economic developments for a considerable amount of time. This is due to the
fact that it has a direct impact on consumer purchasing power, product supply and demand, as well as
changes in product prices. The Indian economy's on-demand home service sector has demonstrated a
positive demand curve for the services it offers. Despite certain fluctuations in the economy, this
sector's development has been steadily increasing during the last two years.

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 2.1.3 SOCIAL:

(Ganguly, 2015) The demographic traits, norms, customs, and values of the community in which the
organization operates are represented by this aspect of the general environment. Population trends
including the rate of population growth, age and income distributions, career attitudes, emphasis on
safety, health awareness, lifestyle attitudes, and cultural obstacles are all included in this. When
marketing to specific customers, these criteria are very crucial. It also reveals something about the
local workforce's readiness to labour in specific circumstances.

Indians have typically relied on tried-and-true domestic help for home services. Bollywood is well
known for glorifying the obedient elderly butler, commonly referred to as "Ramu kaka," and the
matronly maid who could be left to manage household duties without the home's owners. Even the
wider family regarded them as members.

Indians often have access to a battery of workers for menial tasks like cooking, cleaning, shopping,
and child care since a large population ensures a steady flow of migrants from countryside to cities.
That is still the case in the majority of cities, particularly in households where women work outside
the home and where part-time helpers are essential.

Live-in butlers and maids are becoming the domain of a select few due to the shrinking size of homes
and families as well as changing lifestyles that offer little time and mandate a higher demand for
seclusion. Additionally, there is a rising need for high-quality services.

2.1.4 TECHNOLOGICAL:

These elements relate to technological advancements that could have a positive or negative impact on
how the market and industry operate. The level of innovation, automation, research and development
(R&D) activity, technical change, and the degree of technological awareness that a market possesses
are all mentioned here. These elements could have an impact on decisions on whether to enter specific
industries, introduce certain products, or outsource production to foreign countries. You might be able
to stop your business from spending a lot of money on a technology that would be quickly rendered
outdated due to disruptive technological advancements elsewhere if you are aware of what is
happening in the world of technology.

(Michu, 2019) Particularly in the on-demand home service sector, technical improvement is crucial to
the growth of the organization. The necessity for study and development in this field has remained
continual because of the acceleration of technological change. All you need is the mobile application
of these service providers; everything else is handled by technology, including tracking customer
preferences, using data and AI to find the best matches, training professionals, and making sure
20 | P a g e
professionals arrive on time. By using data to fuel insights and intelligence, providing our customers
and partners with simple-to-use human-free portals, and automating the procedures, technology plays
a significant role in the smooth operation of this ship and activities required to run the business.

2.1.5 ENVIRONMENTAL:

Recent years have seen an increase in the importance of environmental elements. They have gained
significance as a result of rising raw material shortages, government-set pollution targets, and carbon
footprint targets. The ecological and environmental components of these factors, such as weather,
climate, environmental offsets, and climate change, may have a particular impact on certain
industries, including tourism, farming, agriculture, and insurance. In addition, the way businesses run
and the products they offer are changing as more people become aware of the possible effects of
climate change. As a result, many businesses are becoming increasingly involved in concepts like
sustainability and corporate social responsibility (CSR). As part of their social responsibility to the
community, many service sector businesses organized cleaning campaigns throughout India.

2.1.6 LEGAL:

These variables include more specific laws including discrimination laws, antitrust laws, employment
laws, consumer protection laws, copyright and patent laws, and health and safety regulations, but
there may be some overlap with the political issues. It is obvious that for businesses to conduct
profitable and moral business, they must understand what is and is not legal. Since every nation has its
own set of laws and regulations, this becomes particularly challenging for businesses that conduct
international business. You should also be informed of any potential legislative changes and how they
can affect your company in the future. It is advised that you seek the assistance of a lawyer or legal
counsel for this sort of activity. You run the risk of being blamed for your actions towards people with
blue-collar jobs in some service-related businesses. The corporation must treat all types of employees
with proper behavior in order to avoid legal issues of harassment and human rights.

21 | P a g e
3.1 INTRODUCTION TO URBANCLAP

An individual with a busy schedule would want to choose a one-stop location that offers all domestic
services at a single location. One such app, called UrbanClap, offers all the home services that a
person would occasionally need.

UrbanClap was established in 2014 and is regarded as a marketplace for more than 100 local services,
including maintenance and repair, cleaning, packers and movers, health and wellness, party planning,
etc. UrbanClap's corporate offices are in Gurgaon Sector 18 in Delhi. Since its founding, the company
has expanded tremendously, and as of now, it employs more than 1 lakh individuals with training and
expertise. Delhi-NCR, Bengaluru, Mumbai, Chennai, Hyderabad, Pune, Ahmedabad, Kolkata, Noida,
Faridabad, Gurugram, and Ghaziabad are just a few of the locations where the organization has
operations. More than 3 million people have used UrbanClap up to this point.

(Indian Brand Equity Foundation, 2018) According to the data from the [Link] article, UrbanClap
has received investments totaling almost $60 million through six rounds of fundraising. Investors
include Ratan Tata, Kunal Bahl, Rohit Bansal, Trifecta Capital, Bessemer Venture Partners, SAIF
Partners, Accel Partners, and VY Capital.

The following is a list of the services that UrbanClap offers:

Beauty Salon Services

 Salon at home
 Massage for Women
 Massage for Men
 Makeup and Hairstyling
Cleaning Services
 Bathroom Deep Cleaning
 Kitchen Deep Cleaning
 Sofa Cleaning
 Home Deep Cleaning
 Car Cleaning
 Carpet Cleaning
Appliances & Electronic Repair
 RO or Water purifier repair

22 | P a g e
  Refrigerator repair
 Washing Machine repair
 Microwave repair
 TV repair and installation
 Geyser/Water heater repair
 AC service and repair
 Laptop repair
 Mobile repair
Electricians
Plumbers
Carpenters
Fitness & Yoga
 Fitness trainers at home
 Yoga trainers at home
 Dietician
Pest Control
Events
 Event photographer
 Party decoration

3.2. SWOT ANALYSIS

(ThemeZee, 2019) UrbanClap serves as a central hub for all urban lifestyle administrations.
Customers may examine over lac dependable specialists to handle all demands, including home,
events, leisure activities, and that's only the tip of the iceberg. These experts also offer benefit
certification and protection. According to Bertram and Rehdanz (2015), the organization's main goal
is to connect clients with all of the administration professionals in each subject. UrbanClap is ranked
3,333 in the country and 59,843 globally in the internet and telecom sector. The source of 3.66% of
the company's website traffic is referrals, followed by search (72.09%), social media (1.83%), and
display ads (0.05%). The company's SWOT analysis is as follows:

3.2.1 STRENGTHS

1. Wide spectrum of services to pick from

2. Easy on pockets

3. Excellent professional service

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4. Direct association between the experts and clients

5. Services available at home, work place or any picked scene of the customer

6. Needs catered as per individual choices and decisions

7. Amicable and excellent administration

8. Fresh and budding team

3.2.2 WEAKNESS

1. Extensive number of compliance measures

2. No record of the dealing in UrbanClap database

3. Security issues

4. In-house incompetence

3.2.3 OPPORTUNITIES

1. Increment in the time of conveyance

2. Expansion in more innovative services

3. Esteem employees to expand profitability

4. Speedier development of scope territory

5. More experienced and developed individuals in the senior administration

6. Ever growing market potential

3.2.4 THREATS

1. Ever growing in house as well as external competition

2. Money related issues

3. Increment in the showcasing costs and special rebates

4. Increment in use on pay rates, staff welfare costs and worker remuneration
24 | P a g e
5. Dynamic nature of the business

6. Change in government policies

7. Lack of demand because of client lifestyle changes

8. Value wars between competitors

Since its inception, UrbanClap has aided customers in locating reliable services with just a few clicks.
With active operations in Pune, Mumbai, Delhi, Chennai, and Bengaluru, the organization is one of
the largest administrative commercial centers in India. Mobile users make up the target market.
Anyone with a cell phone that is connected to the internet has the ability to access UrbanClap and a
functional administration structure.

The organization places more faith in growth while maintaining a precarious balance between free
market activities at every stage of development. Thus, UrbanClap's motivation is to understand and
control just the client interests with a focus on legitimate financial factors. According to its own
competitors, the organization offers dependable, quick expert services. After being aware of and
understanding the broad client base forms, the organization creates consistent development motors. It
is requested that the drawn clientele serve as the organization's envoys. Facebook, Google search, and
Instagram are currently the most important social media platforms aiding the organization in
providing encouragement. The beginning of water spillage repair in Pune and Mumbai during the two
cities' water shortages was one of the best off-line or on-site marketing strategies the organization has
used. Locals really did respond favorably. Furthermore, the organization's reputation improved as a
result of the free reign during the aftermath of the Chennai floods.

According to UrbanClap, focusing on specialty services can help organizations distinguish out from
other participants in the web-based business space. The motivation behind the efforts, which
consistently strives to shed light on the problems faced by people every day, enables it to generate
funds easily and moreover aids in client acquiring. UrbanClap's assistance is more beneficial in urban
areas due to its incredibly strong breadth and successful business model.

The fundamental goal of this sector is to provide an engaging and simple involvement, which is
primarily based on accessibility, data abundance, and financial viability. The company is hiring across
all main divisions along these lines. While it's important to have the right background and skills, it's
also crucial to enlist convinced, driven individuals in order to align with the company's long-term
goals, culture, and qualities. UrbanClap uses cutting-edge technology and astute business practices to
organize India's incredibly disorganized services market. It aims to make hiring an administration
expert as easy and straightforward as buying something from a top online shop.

25 | P a g e
(Grönroos, 1998) In comparison, marketing tangible goods is simpler than marketing immaterial
services. This study paper demonstrates the many marketing techniques that online service providers
frequently use. Only the method and results of the services provided are used in the service sector to
gauge customer satisfaction. Therefore, it is crucial that the service offered be advertised in a way that
leaves clients with an impression of the quality of the service provided.

(Spitze, November 1, 1999) According to research, there are essentially two types of domestic aid
accessible. Family members' assistance is generally regarded as being of the occasional, informal
variety, whereas assistance obtained through engaging domestic service providers is generally
regarded as being of a more formal nature. The research primarily aids in understanding the scenarios
and other circumstances in which domestic help is divided. This assists in identifying the types of
families that genuinely require professional domestic assistance.

(Shu) According to the author of this post, there are several local service providers who are giving
urban clap a tough fight. These local service providers include businesses like Localoye and search
engines like Justdial. Additionally, the post describes how simple it is to use UrbanClap. The
procedure is equally straightforward as that of Amazon. The only variation is in the goods and
services offered.

(Helper Place, 2017) The piece of writing illustrates the numerous issues that household assistance
employers encounter. The domestic helpers can be very challenging and difficult to manage at times.
Numerous concerns exist, including chronic illnesses and diseases, big issue falsehoods,
incompetence and neglect, improper use of technology, rising debt or guarantees, helper affairs, poor
communication and hygiene, etc. According to the post, hiring staff through internet job boards is a
good idea because they are more likely to offer skilled workers.

([Link] 30th April 2018) The Helper4U survey revealed

that there were numerous issues that the workers were dealing with. When asked what kind of labour
they would prefer to do, the majority of the workers said that they would prefer to do cooking over
babysitting and cleaning. While caring for the infant children, the staff encountered numerous
difficulties. In response to the helpers' complaints, it was discovered that their salaries were not being
paid in accordance with the amount of work that was being deducted from them. Other problems
include the distance between their home and work, physical discomfort from the demanding work
environment, the lack of weekend time off, disrespect from their bosses, and a lack of free time to
enjoy themselves or take care of their families.

26 | P a g e
(Salunkhe, May, 2018) This study paper claims that it is crucial for businesses in the service sector to
satisfy clients and meet their expectations. Different services are offered through this platform as a
result of a growth in the purchasing and selling of physical goods through digital media. One such
platform that aids in generating demand for various household services offered through digital media
is urban clap. The demand for domestic services is rising as a result of the ongoing increase in
peoples' workloads. Along with that, there is a growing demand for services of higher caliber in order
to retain clients and keep them happy.

(Manur, 2018) This study examines the distinctions between conventional business setup and internet
business setup. In contrast to conventional market structures, the company setup on the web platform
uses alternative methods for pricing the goods and services and distinct approaches for dealing with
mergers and acquisitions. The online service providers leverage a variety of direct and indirect
network effects to their advantage, benefiting both the client and the professional services provider.
The businesses attempt to seize the market by employing such power strategies.

(Abhiraj Bhal, 2018) The CEO of UrbanClap stated during an interview with Economic Times that
the company ensures that all blue-collar workers who sign up with them are paid fairly. Abhiraj Bhal
believes that finding the first 50 employees and satisfying them are critical steps in ensuring that the
number of employees keeps growing as a result of word-of-mouth advertising. In addition, it is crucial
to ensure employee satisfaction in the service sector if you want to deliver superior services to
consumers and leave them happy.
(N. M. Indravasan1, 2018) The population of today is preoccupied with their job lives, according to
the research that was done. Family is vital, but it can be challenging for people to manage their
personal and professional lives in the fast-paced world of today. Managing the house's maintenance
and repairs under these conditions is exceedingly challenging. The e-commerce platform is quite
helpful in solving the issue and in making life a little easier by offering domestic housekeeping
services at the door step with just a few clicks. In today's world, the system that makes plumbers,
electricians, taxi services, dry cleaners, laundry services, etc. available at our convenience is
absolutely essential.
(story, 4th January 2019) In the article, it is demonstrated how UrbanClap uses artificial intelligence
to deliver a variety of services. According to this article, more than 3,000,000 consumers receive more
than 80 different types of services. Being an online business, UrbanClap makes it very simple to select
a supplier of services from the available possibilities. It is crucial to manage the time periods allocated
to customers while offering domestic services online. The business handles all the small aspects that
need to be handled. The service providers receive contextual training, and it is ensured that they are
knowledgeable and led in the right direction by the trainers. This enables UrbanClap to offer
improved services to their customers.

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5.1 OBJECTIVE OF THE STUDY

 To study the awareness regarding UrbanClap as the domestic service provider

 To study the satisfaction of the customers regarding the types of services being
provided by UrbanClap
 To study the problems faced by the UrbanClap users.

5.2 SCOPE OF THE STUDY

To better understand the usage patterns of all the services offered to clients residing in Ahmedabad, a
study on customer awareness of domestic services offered by UrbanClap is intended to be done. In
addition, a research will be done to learn more about UrbanClap's non-users. Both primary and
secondary data will be used for that. 200 respondents will be selected from the general community as
a sample for the study.

5.3 NEED OF THE STUDY

The primary reason for doing the study is to ascertain how much people are aware of UrbanClap's
services. Additionally, this research aids in our understanding of the most popular services offered by
UrbanClap to clients.

5.4 RESEARCH DESIGN

This study will be carried out using a descriptive research design. Since the majority of the elements
necessary for performing the research are included in this type of research design.

5.5 SAMPLING

 Sample size: - 200 respondents.

 Sampling Method: - Non probability convenience sampling method
 Population: - Ahmedabad

5.6 DATA COLLECTION SOURCE

 Primary Data :The primary data will be collected through structured Questionnaire
 Secondary Data: The secondary data will be collected through online journals, newspapers,
magazines, company websites, online reports and database.
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5.7 DATA ANALYSIS TOOL

The data collected will be analyzed with the help of SPSS software and Microsoft Excel.

5.8 LIMITATIONS

 The research is only conducted in Ahmedabad city, hence there is a potential of receiving
prejudiced information because the majority of the data will be gathered mostly through
questionnaires.

 Due to time constraints, only a small sample size of 200 persons is included in the survey.

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ANALYSIS AND INTERPRETATION

1. COUNT OF GENDER

Table 1. Gender
Frequency Percent Valid Percent Cumulative
Percent
Male 94 47.2 47.2 47.2
Valid Female 105 52.8 52.8 100.0
Total 199 100.0 100.0

GENDER

47.2 Male

52.8 Female

Figure 1 - Gender

INTERPRETATION:

The above graph depicts the gender count of the respondents. There are 94 male respondents that is
(47.2%) of male respondents and 105 female respondents that is (52.8%) of female respondents. The
graph shows that there is a minor disparity in the number of responders who are male and female.

30 | P a g e
 2. COUNT OF AGE

Table 2. Age
Frequency Percent Valid Cumulative
Percent Percent
18 - 25 years 62 31.2 31.2 31.2
26 - 32 years 43 21.6 21.6 52.8
33 - 48 years 69 34.7 34.7 87.4
Valid 49 - 55 years 21 10.6 10.6 98.0
56 years and
4 2.0 2.0 100.0
above
Total 199 100.0 100.0

AGE

2
10.6
18 - 25 years
31.2
26 - 32 years
33 - 48 years
34.7 49 - 55 years
56 years and above
21.6

Figure 2 - Age
INTERPRETATION:-

The above graph depicts that there are 69 respondents that is (34.7%) of the respondents that belong
to the age group of 33 – 48 years. The next highest respondents’ age group is from 18 – 25 years,
there are 62 respondents that is (31.2%) of the respondents from the entire population. There are 43
respondents, that is (21.6%) of the respondents belong to the age group of 26 – 32 years. There are 21
respondents, that is (10.6%) of the respondents belong to the age group of 49 – 55 years. The least
number of respondents are in the age group of 56 years and above. There are only 4 respondents, that
is only (2%) of the respondents belong to the age group of 56 years and above. There are more than
50% of the respondents that belong to the age group of 18 – 55 years. The least number of
respondents belong to the age group of 56 years and above.

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 3. COUNT OF QUALIFICATION

Table 3. Qualification
Frequency Percent Valid Cumulative
Percent Percent
Under Graduation 34 17.1 17.1 17.1
Graduation/
86 43.2 43.2 60.3
Diploma
Valid Post-Graduation 73 36.7 36.7 97.0
PhD 5 2.5 2.5 99.5
Doctor 1 .5 .5 100.0
Total 199 100.0 100.0

QUALIFICATION
2.5 0.5

17.1
Under Graduation
Graduation/ Diploma
36.7
Post-Graduation
PhD
43.2 Doctor

Figure 3 - Qualification

INTERPRETATION:-

The above graph depicts that there are 86 respondents that is (43.2%) of the respondents that have the
qualification group of graduates. The next highest respondents’ qualification group is of post
graduates, there are 73 respondents that is (36.7%) of the respondents that belong to the qualification
group of post graduates. There are 34 respondents that is (17.1%) of the respondents that belong to
qualification group of under graduation. There are 5 respondents that is (2.5%) of the respondents that
belong to the qualification group of PhD. There is only 1 respondent that belongs to the qualification
group of Doctor. The above pictorial representation of the graph says that there are more of graduates
and post graduate respondents in the population.

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 4. COUNT OF OCCUPATION

Table 4. Occupation
Frequency Percent Valid Cumulative
Percent Percent
Student 54 27.1 27.1 27.1
Self
57 28.6 28.6 55.8
Employed
Employee 53 26.6 26.6 82.4
Homemaker 31 15.6 15.6 98.0
Valid
Doctor 1 .5 .5 98.5
Professional 1 .5 .5 99.0
Practicing 1 .5 .5 99.5
IFA 1 .5 .5 100.0
Total 199 100.0 100.0

OCCUPATION

Student
28.6 Self Employed
26.6 Employee
Homemaker
Doctor
Professional
27.1 15.6
Practicing

0.5 IFA
0.5 0.5 0.5

Figure 4 - Occupation

INTERPRETATION

The above graph depicts the graphical representation of the occupation of the respondents. There
are 57 respondents that is (28.6%) of the population of respondents that belong to the occupational
group of self-employment. There are 53 respondents that is (26.6%) of the population respondents
that belong to the occupational group of Employees. Further there are 54 respondents that is
(27.1%) of the population respondents that belong to the occupational group of students. There are
31 respondents that is (15.6%) of the population of respondents that belong to occupational group
of homemaker. There is only 1 respondent that belong to Doctor, Professional, Practicing and IFA.
33 | P a g e
 5. COUNT OF ANNUAL INCOME

Table 5. Annual Income

Frequency Percent Valid Cumulative
Percent Percent
Below 2.5 Lakh 73 36.7 36.7 36.7
2.5 Lakh - 3 Lakh 16 8.0 8.0 44.7
3 Lakh - 5 Lakh 20 10.1 10.1 54.8
Valid 5 Lakh - 10 Lakh 39 19.6 19.6 74.4
10 Lakh and
51 25.6 25.6 100.0
above
Total 199 100.0 100.0

ANNUAL INCOME

25.6 Below 2.5 Lakh

36.7 2.5 Lakh - 3 Lakh
3 Lakh - 5 Lakh
5 Lakh - 10 Lakh
19.6
10 Lakh and above
8
10.1

Figure 5 - Annual Income

INTERPRETATION

The above graph depicts that there are 73 respondents that is (36.7%) of the total population of the
respondents that belongs to the annual income group of Below 2.5 lakh. The second highest frequency
of respondents, are in the annual income group of 10 lakh or above. There are 51 respondents that is
(25.6%) of the total population of the respondents are in the annual income group of 10 lakh or above.
there are 16 respondents that is (8%) of the total population of respondents that belong to that belong
to the annual income group of 2.5 lakhs to 3 lakhs. Further there are 20 respondents that is (10.1%) of
the total population of respondents that belong to the annual income group of 3 lakhs to 5 lakhs. There
are 39 respondents that is (19.6%) of the total population of respondents that belong to the annual
income group of 5 lakhs to 10 lakhs.

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 6. COUNT OF AWARENESS

Table 6. Awareness level of the respondents

Frequency Percent Valid Cumulative

Percent Percent
Yes 110 55.3 55.3 55.3
Valid No 89 44.7 44.7 100.0
Total 199 100.0 100.0

AWARENESS
Frequency

110
89

Yes No
Valid

Figure 6 - Awareness Level of the Respondents

INTERPRETATION:-

The above graph depicts the awareness level of the population that is being surveyed. Out of the total
population there are 110 respondents that is (55%) of the total population that is aware about the
services being provided by UrbanClap or in short Application of UrbanClap. There are 89
respondents out of the total population that is (45%) of the total population that is unaware of the
services being provided by UrbanClap as a local service provider. The above diagram briefly
describes that the awareness level of UrbanClap is more but there are still a lot of chances of
improvement in regards to the awareness level of the application based company.

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 7. MEDIUM OF AWARENESS

Table 7. Overview of the Medium of Awareness

Through
Social friends Through Banners
media and television and
Awareness Marketing Newspaper Magazine family advertisements posters
Yes 86 18 14 45 63 13
No 24 92 96 65 47 97
Total 110 110 110 110 110 110

120
92 96 97
100 86
80 65 63
60 45 47
40 24
18 14 13
20 Yes
0 No

Figure 7 - Overview of Medium of Awareness

INTERPRETATION

The graph depicts the awareness level of the population through the different mediums being used by
UrbanClap to do the marketing about the company’s services. The graph shows that social media is
the most prominent means of marketing being used by UrbanClap. Other than that television
advertisements are also playing their role but banners and posters as well as magazine advertisements
are not doing the marketing of the company in the expected manner.

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7.1 AWARENESS THROUGH SOCIAL MEDIA MARKETING

Table 7.1. Awareness through Social MediaMarketing

Frequency Percent Valid CumulativePercent
Percent
Yes 86 78.2 78.2 78.2
Valid No 24 21.8 21.8 100.0
Total 110 100.0 100.0

SOCIAL MEDIA MARKETING

100 86

80

60 SOCIAL MEDIA
MARKETING
40 24

20

0
Yes No

Figure 7.1 - Awareness through Social Media Marketing

INTERPRETATION:-

The above graph depicts the awareness of URBANCLAP services through social media marketing.
Out of 110 respondents that are aware of URBANCLAP 86 respondents are aware through the
medium of social media. This shows that URBANCLAP has a very active marketing strategy that is
being applied for social media marketing. Although there is awareness through social media but still
there are 24 respondents out of 110 that are not having any awareness about UrbanClap through social
media.

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7.2 AWARENESS THROUGH NEWSPAPER

Table 7.2. Awareness through Newspaper

Frequency Percent Valid Cumulative
Percent Percent
Yes 18 16.4 16.4 16.4
Valid No 92 83.6 83.6 100.0
Total 110 100.0 100.0

NEWSPAPER

92
100

80

60
NEWSPAPER
40
18
20

0
Yes No

Figure 7.2 - Awareness through News paper

INTERPRETATION:-

The above graph depicts the data regarding awareness through Newspaper. The data depicts that out
of 110 respondents only 18 respondents are getting awareness through newspaper. This means that
16.4% of the respondents are aware about URBANCLAP through newspaper. 92 respondents out of
110 respondents are unaware through newspaper. This means that 83.6% respondents are unaware
about URBANCLAP through newspaper.

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7.3 AWARENESS THROUGH MAGAZINE

Table 7.3. Awareness through Magazine

Frequency Percent Valid Cumulative
Percent Percent
Yes 14 12.7 12.7 12.7
Valid No 96 87.3 87.3 100.0
Total 110 100.0 100.0

MAGAZINE
96
100

80

60
MAGAZINE
40
14
20

0
Yes No

Figure 7.3 - Awareness through Magazine

INTERPRETATION:-

The above graph depicts the data regarding awareness through Magazine. The data depicts that out of
110 respondents only 14 respondents are getting awareness through Magazine. This means that
12.7% of the respondents are aware about URBANCLAP through Magazine. 96 respondents out of
110 respondents are unaware through Magazine. This means that 87.3% respondents are unaware
about URBANCLAP through Magazine.

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7.4 AWARENESS THROUGH FRIEND AND FAMILY

Table 7.4. Awareness through Friends and Family

Frequency Percent Valid Cumulative
Percent Percent
Yes 45 40.9 40.9 40.9
Valid No 65 59.1 59.1 100.0
Total 110 100.0 100.0

THROUGH FRIENDS AND FAMILY

65
70
60
45
50
40 THROUGH FRIENDS AND
FAMILY
30
20
10
0
Yes No

Figure 7.4 - Awareness through Friends and Family

INTERPRETATION:-

Out of 110 people 45 respondents are aware through Family and Friends about the UrbanClap
services. This means UrbanClap does not access to 59% of the total aware population in regards to
Family and Friends.

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7.5 AWARENESS THROUGH TELEVISION ADVERTISEMENTS

Table 7.5. Awareness through Television Advertisements

Frequency Percent Valid CumulativePercent
Percent
Yes 64 58.2 58.2 58.2
Valid No 46 41.8 41.8 100.0
Total 110 100.0 100.0

THROUGH TELEVISION
ADVERTISEMENTS

64
70
60 46
50
40 THROUGH TELEVISION
ADVERTISEMENTS
30
20
10
0
Yes No

Figure 7.5 - Awareness through Television advertisements

INTERPRETATION:-

Out of 110 people 64 respondents are aware through Television Advertisement about the
URBANCLAP services. This means URBANCLAP does not access to 42% of the total aware
population in regards to Television advertising.

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7.6 AWARENESS THROUGH BANNERS AND POSTERS

Table 7.6. Awareness through Banners and Posters

Frequency Percent Valid Cumulative
Percent Percent
Yes 13 11.8 11.8 11.8
Valid No 97 88.2 88.2 100.0
Total 110 100.0 100.0

BANNERS AND POSTERS

97
100
80
60 BANNERS AND POSTERS
40
13
20

0 Yes No

Figure 7.6 - Awareness through Banners and Posters

INTERPRETATION:-

Out of 110 people 13 respondents are aware through Banners and Posters about the URBANCLAP
services. This means URBANCLAP does not access to 88% of the total aware population in regards
to Banners and Posters.

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 8. COUNT OF NO. OF PEOPLE USING URBANCLAP

Table 8. Number of respondents using UrbanClap

Frequency Percent Valid Cumulative
Percent Percent
Yes 71 35.7 64.5 64.5
Valid No 39 19.6 35.5 100.0
Total 110 55.3 100.0
Missing System 89 44.7
Total 199 100.0

Use of UrbanClap
Frequency

71

39

Yes No
Valid

Figure 8 - Number of respondents using UrbanClap

INTERPRETATION:-

Out of 110 aware people 71 of the population are using the URBANCLAP services and 39
respondents are not using URBANCLAP. They have also mentioned the reasons regarding there not
using URBANCLAP as local service provider.

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 9. FREQUENCY OF USAGE

Table 9. Frequency of Usage

Frequency Percent Valid Cumulative
Percent Percent
Everyday 2 1.0 2.8 2.8
2 - 3 Times a week 6 3.0 8.5 11.3
Once in a week 2 1.0 2.8 14.1
2 - 3 Times a
Valid 1 0.5 1.4 15.5
month
Once in a month 30 15.1 42.3 57.7
Less often 30 15.1 42.3 100.0
Total 71 35.7 100.0

Frequency of Usage
Frequency

30 30

6
2 2 1

Everyday 2-3 Once in a 2-3 Once in a Less

Times a week Times a month often
week month
Valid

Figure 9 - Frequency of Usage

INTERPRETATION:-

The above graph depicts the data regarding the frequency of the users. In total there are 199
respondents out of which there are 110 respondents that are using are aware about UrbanClap as a
local services provider. Almost 64.5% of the total aware respondents use URBANCLAP as a local
service provider which means there are 71 respondents that are that are using UrbanClap
services and their frequency of usage is as depicted in the graph. Almost 84.5% of the total
respondents are using the services either once in a month or less than that. There are only two
respondents that are using the services every day and once in a week. Only 8.4%of the total
respondents use the services 2-3 times in a week.

44 | P a g e
 10. COUNT OF MONTHLY BUDGET

Table 10. Monthly Budget for availing the service

Frequency Percent Valid Cumulative
Percent Percent
Less than Rs.499 4 2.0 5.6 5.6
Rs.500 - Rs.999 20 10.1 28.2 33.8
Rs.1000 -Rs.1499
27 13.6 38.0 71.8
Valid Rs.1500 -Rs.1999
14 7.0 19.7 91.5
Rs.2000 and above
6 3.0 8.5 100.0
Total 71 35.7 100.0

Monthly budget
Frequency

27
20
14

6
4

Less than Rs.500 - Rs.1000 - Rs.1500 - Rs.2000 and

Rs.499 Rs.999 Rs.1499 Rs.1999 above
Valid

Figure 10 - Monthly budget for availing the services

INTERPRETATION:-

The above graph depicts the data regarding the monthly budget of the users. In total there are 199
respondents out of which there are 110 respondents that are using are aware about UrbanClap as a
local services provider. Almost 64.5% of the total aware respondents use URBANCLAP as a local
service provider which means there are 71 respondents that are that are using UrbanClap services
and their monthly budget is as depicted in the graph. Almost 38% of the population has monthly
budget of Rs.1000 – 1499, 28% of the population has monthly budget of Rs.500 – 999, 19% of the
population has monthly budget of Rs.1500 – 1999, 8.4% of the population has monthly budget of
2000 and above and 5.6% of the population has monthly budget of less than 499. Highest number of
users have monthly budget of Rs.1000-1499.

45 | P a g e
 11. TYPES OF SERVICES AND THEIR USAGE

Table 11. Types of services being used by the Respondents

Appliance Electrician, Makeup Fitness Event

Use Salon Massage Cleaning Pest
and Plumbers and and Management
services
electronic and hairstyling Yoga control
Repairs Carpenters
Yes 33 8 22 15 36 7 5 20 3
No 38 63 49 56 35 64 66 51 68

Total 71 71 71 71 71 71 71 71 71

Types of services
70 63 64 66 68
60 49 56 51
50 38
40 33 36 35
30 22 20
20 8 15 7 5
10 3 Yes
0 No

Figure 11 - Types of services being used by the respondents

INTERPRETATION:-

The above graphical representation depicts the brief about the various types of services being
offered by UrbanClap and the services being preferred by the users of UrbanClap. The most
preferred service provided by Urbanclap is that of Electricians, Plumbers and Carpenters. Out
of the total population survey of 199 there are 71 users out of which there are 36 respondents
that have used or have been using the service of Electricians, Plumbers and Carpenters. This means
that almost (50%) of the total respondents are using Electricians Plumbers and Carpenters. The next
most preferred service offered by the UrbanClap is the Salon services. Out of the total 71 users there
are 33 respondents that is (46%) of the respondents are using the Salon services. Further there are 22
(30%) respondents that are using the cleaning services and 20 (28%) respondents that are using pest
46 | P a g e
control services. The Appliance and electronic repairs services are used by only 15 (21%)
respondents. The least preferred services are Massage, Makeup and hairstyling, Fitness and yoga and
Event management as they are used by 8(11%), 7(9%), 5(7%) and 3(4%) respondents respectively.

11.1 SALON SERVICES

Table 11.1. Salon services

Frequency Percent Valid Cumulative
Percent Percent

Yes 33 46.5 46.5 46.5

Valid No 38 53.5 53.5 100.0

Total 71 100.0 100.0

SALON SERVICES
38
38
37
36
35
33 SALON SERVICES
34
33
32
31
30
Yes No

Figure 11.1 - Salon services

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that 33
people of the 71 respondents of UrbanClap opt for the salon services being offered, whereas 38 people
do not opt for the same. This means that only 46% of the people are using the salon services being
offered by UrbanClap. This is very less if we consider the advertisements being played of television.
There are various salon services advertisements that are being displayed in television advertisements.

47 | P a g e
11.2 MASSAGE

Table 11.2. Massage service

Frequency Percent Valid Cumulative
Percent Percent

Yes 8 11.3 11.3 11.3

Valid No 63 88.7 88.7 100.0

Total 71 100.0 100.0

MASSAGE

63
70
60
50
40 MASSAGE
30
20 8
10
0
Yes No

Figure 11.2 - Massage services

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that only 8
people of the 71 respondents of UrbanClap opt for the massage service being offered, whereas 63
people do not opt for the same. This means that only 11% of the people are using the massage service
being offered by UrbanClap. The advertisements or the marketing of the company also do not put
much emphasis on this service.

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11.3 CLEANING

Table 11.3. Cleaning services

Frequency Percent Valid Cumulative
Percent Percent

Yes 22 31.0 31.0 31.0

Valid No 49 69.0 69.0 100.0

Total 71 100.0 100.0

CLEANING
49
50

40

30 22 CLEANING
20

10

0
Yes No

Figure 11.3 - Cleaning services

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that 22
people of the 71 respondents of UrbanClap opt for the cleaning services being offered, whereas 49
people do not opt for the same. This means that only 31% of the people are using the cleaning services
being offered by UrbanClap. Nowadays there are lots of advertisements regarding the deep cleaning
services being provided by UrbanClap but it seems that still there is a lot of awareness needed about
the same.

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11.4 APPLIANCE REPAIR

Table 11.4. Appliance Repairs

Frequency Percent Valid Cumulative
Percent Percent

Yes 15 21.1 21.1 21.1

Valid No 56 78.9 78.9 100.0

Total 71 100.0 100.0

APPLIANCE

56
60
50
40
APPLAINCE
30
15
20
10
0
Yes No

Figure 11.4 - Appliance repairs

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that only 15
people of the 71 respondents of UrbanClap opt for the appliance and electronics repair service
being offered, whereas 56 people do not opt for the same. This means that only 21% of the people are
using the appliance and electronics repair service being offered by UrbanClap. There is not much
advertisement about this service being provided by UrbanClap. Lack of awareness might be the
reason for not using this service.

50 | P a g e
11.5 ELECTRICIANS, PLUMBERS AND CARPENTERS

Table 11.5. Electricians, Plumbers and Carpenters

Frequency Percent Valid Cumulative
Percent Percent

Yes 36 50.7 50.7 50.7

Valid No 35 49.3 49.3 100.0

Total 71 100.0 100.0

ELECTRICIANS
36
36
35.8
35.6
35.4
35 ELECTRICIANS
35.2
35
34.8
34.6
34.4
Yes No

Figure 11.5 - Electricians, Plumbers and Carpenters

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that 36
people of the 71 respondents of UrbanClap opt for the electricians, plumbers and carpenter services
being offered, whereas 35 people do not opt for the same. This means that only 50% of the people are
using the electricians, plumbers and carpenter services being offered by UrbanClap.

51 | P a g e
11.6 MAKEUP AND HAIRSTYLING

Table 11.6. Makeup and Hairstyling

Frequency Percent Valid Cumulative
Percent Percent

Yes 7 9.9 9.9 9.9

Valid No 64 90.1 90.1 100.0

Total 71 100.0 100.0

MAKEUP HAIRSTYLING

64
70
60
50
40 MAKEUP HAIRSTYLING
30
20
7
10
0
Yes No

Figure 11.6 - Make and Hairstyling

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that only 7
people of the 71 respondents of UrbanClap opt for the makeup and hairstyling services being offered,
whereas 64 people do not opt for the same. This means that only 10% of the people are using the
makeup and hairstyling being offered by UrbanClap. There is not much advertisement about this
service being provided by UrbanClap. Lack of awareness might be the reason for not using this
service.

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11.7 FITNESS AND YOGA

Table 11.7. Fitness and Yoga

Frequency Percent Valid Cumulative
Percent Percent

Yes 5 7.0 7.0 7.0

Valid No 66 93.0 93.0 100.0

Total 71 100.0 100.0

FITNESS AND YOGA

66
70
60
50
40 FITNESS AND YOGA
30
20
5
10
0
Yes No

Figure 11.7 - Fitness and Yoga

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that only 5
people of the 71 respondents of UrbanClap opt for the fitness and yoga services being offered,
whereas 66 people do not opt for the same. This means that only 7% of the people are using the
fitness and yoga services being offered by UrbanClap. There is not much advertisement about this
service being provided by UrbanClap. Lack of awareness might be the reason for not using this
service.

53 | P a g e
11.8 PEST CONTROL

Table 11.8. Pest Control services

Frequency Percent Valid Cumulative
Percent Percent

Yes 20 28.2 28.2 28.2

Valid No 51 71.8 71.8 100.0

Total 71 100.0 100.0

PEST CONTROL

60 51

50
40
PEST CONTROL
30 20
20
10
0
Yes No

Figure 11.8 - Pest Control services

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that 20
people of the 71 respondents of UrbanClap opt for the pest control services being offered, whereas 51
people do not opt for the same. This means that only 28% of the people are using the pest control
service being offered by UrbanClap. There is not much advertisement about this service being
provided by UrbanClap. Lack of awareness might be the reason for not using this service.

54 | P a g e
11.9 EVENT MANAGEMENT

Table 11.9. Event Management

Frequency Percent Valid Cumulative
Percent Percent

Yes 3 4.2 4.2 4.2

Valid No 68 95.8 95.8 100.0

Total 71 100.0 100.0

EVENT MANAGEMENT
68
70
60
50
40 EVENT MANAGEMENT
30
20
10 3

0
Yes No

Figure 11.9 - Event Management

INTERPRETATION:-

The above graph depicts the data of the population that is being surveyed. The graph says that 3
people of the 71 respondents of UrbanClap opt for the event management services being offered,
whereas 68 people do not opt for the same. This means that only 4% of the people are using the event
management services being offered by UrbanClap. There is not much advertisement about this service
being provided by UrbanClap. Lack of awareness might be the reason for not using this service.

55 | P a g e
 12. SATISFACTION LEVEL ON THE BASIS OF FOLLOWING PARAMETERS

12.1. BOOKING CONVENIENCE

Table 12.1. Booking of the service is convenient

Frequency Percent Valid Cumulative
Percent Percent

Strongly
2 2.8 2.8 2.8
Dissatisfied

Dissatisfied 2 2.8 2.8 5.6

Valid Neutral 14 19.7 19.7 25.4

Satisfied 39 54.9 54.9 80.3

Strongly Satisfied 14 19.7 19.7 100.0

Total 71 100.0 100.0

Booking
Frequency

39

14 14

2 2

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.1 – Convenience of Booking of the services

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking booking
convenience of the UrbanClap services into consideration. According to the graph there are 2
respondents that are strongly dissatisfied and 2 respondents that are having dissatisfaction.
Further there are 14 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 39 respondents that are satisfied with
the booking process and 14 respondents that are strongly satisfied with the booking process.
56 | P a g e
12.2. QUALITY OF THE SERVICE PROVIDED

Table 12.2. Quality of the service provided

Frequency Percent Valid Cumulative
Percent Percent

Dissatisfied 6 8.5 8.5 8.5

Neutral 14 19.7 19.7 28.2

Satisfied 43 60.6 60.6 88.7

Valid
Strongly
8 11.3 11.3 100.0
Satisfied

Total 71 100.0 100.0

Quality
Frequency

43

14
6 8

Dissatisfied Neutral Satisfied Strongly

Satisfied
Valid

Figure 12.2 - Quality of the service provided

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking quality
of the services being provided by the UrbanClap services into consideration. According to the graph
there are 0 respondents that are strongly dissatisfied and 6 respondents that are having dissatisfaction.
Further there are 14 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 43 respondents that are satisfied
with the booking process and 8respondents that are strongly satisfied with the booking process.

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12.3. BEHAVIOR OF THE SERVICE PROVIDER

Table 12.3. Behavior of the service provider

Frequency Percent Valid Cumulative
Percent Percent

Strongly
1 1.4 1.4 1.4
Dissatisfied

Dissatisfied 3 4.2 4.2 5.6

Valid Neutral 17 23.9 23.9 29.6

Satisfied 39 54.9 54.9 84.5

Strongly Satisfied 11 15.5 15.5 100.0

Total 71 100.0 100.0

Behavior
Frequency

39

17
11
1 3

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.3 - Behavior of the service provider

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking
behavior of the services provider of the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 3 respondents that are having dissatisfaction.
Further there are 17 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 39 respondents that are satisfied with
the booking process and 11 respondents that are strongly satisfied withthe booking process.

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12.4. CUSTOMER SUPPORT PROVIDED BY URBANCLAP

Table 12.4. Customer support provided by UrbanClap

Frequency Percent Valid Cumulative
Percent Percent

Strongly
1 1.4 1.4 1.4
Dissatisfied

Dissatisfied 2 2.8 2.8 4.2

Valid Neutral 18 25.4 25.4 29.6

Satisfied 32 45.1 45.1 74.6

Strongly Satisfied 18 25.4 25.4 100.0

Total 71 100.0 100.0

Customer support
Frequency

32

18 18

1 2

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.4 - Customer Support service provided by UrbanClap

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking
customer support of the UrbanClap services into consideration. According to the graph there is 1
respondent that is strongly dissatisfied and 2 respondents that are having dissatisfaction. Further there
are 18 respondents that are having neutral perception towards the satisfaction measurement of
booking the services of UrbanClap. There are 32 respondents that are satisfied with the booking
process and 18 respondents that are strongly satisfied with the booking process.

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12.5. POLITENESS AND HOSPITALITY OF THE SERVICE PROVIDER

Table 12.5. Politeness and Hospitality of the service provider

Frequency Percent Valid Cumulative
Percent Percent

Dissatisfied 6 8.5 8.5 8.5

Neutral 24 33.8 33.8 42.3

Satisfied 23 32.4 32.4 74.6

Valid
Strongly
18 25.4 25.4 100.0
Satisfied

Total 71 100.0 100.0

Politeness & Hospitality

Frequency

24 23
18

Dissatisfied Neutral Satisfied Strongly

Satisfied
Valid

Figure 12.5 - Politeness and Hospitality of the service provider

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking
politeness and hospitality of the UrbanClap services into consideration. According to the graph there
are 0 respondents that are strongly dissatisfied and 6 respondents that are having dissatisfaction.
Further there are 24 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 23 respondents that are satisfied with
the booking process and 18 respondents that are strongly satisfied withthe booking process.

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12.6. CUSTOMER GRIEVANCE HANDLING

Table12.6. Customer Grievance Handling

Frequency Percent Valid Cumulative
Percent Percent

Strongly
1 1.4 1.4 1.4
Dissatisfied

Dissatisfied 7 9.9 9.9 11.3

Valid Neutral 21 29.6 29.6 40.8

Satisfied 26 36.6 36.6 77.5

Strongly Satisfied 16 22.5 22.5 100.0

Total 71 100.0 100.0

Customer grievance handling

Frequency

26
21
16

7
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.6 - Customer Grievance Handling

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking
customer grievance handling of the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 7 respondents that are having dissatisfaction.
Further there are 21 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 26 respondents that are satisfied with
the booking process and 16 respondents that are strongly satisfied with the booking process.

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12.7. SPEED, PROMPTNESS AND ACCURACY IN THE TRANSACTION

Table 12.7. Speed, Promptness and Accuracy in the

transaction
Frequency Percent Valid Cumulative
Percent Percent

Dissatisfied 9 12.7 12.7 12.7

Neutral 22 31.0 31.0 43.7

Satisfied 26 36.6 36.6 80.3

Valid
Strongly
14 19.7 19.7 100.0
Satisfied

Total 71 100.0 100.0

Accuracy
Frequency

26
22
14
9

Dissatisfied Neutral Satisfied Strongly

Satisfied
Valid

Figure 12.7 - Speed, Promptness and Accuracy in the transaction

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking speed,
promptness and accuracy of the UrbanClap services into consideration. According to the graph there
are 0 respondents that are strongly dissatisfied and 9 respondents that are having dissatisfaction.
Further there are 22 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 26 respondents that are satisfied with
the booking process and 14 respondents that are strongly satisfied with the booking process.

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12.8. CONFIDENTIALTY OF THE ACCOUNTS IN TRANSACTION

Table 12.8. Confidentiality of the accounts in transaction

Frequency Percent Valid Cumulative
Percent Percent

Strongly
1 1.4 1.4 1.4
Dissatisfied

Dissatisfied 4 5.6 5.6 7.0

Valid Neutral 27 38.0 38.0 45.1

Satisfied 30 42.3 42.3 87.3

Strongly Satisfied 9 12.7 12.7 100.0

Total 71 100.0 100.0

Confidentiality
Frequency

30
27

9
4
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.8 - Confidentiality of the Accounts in transaction

INTERPRETATION:-
The above depicted graph represents the level of satisfaction that the respondents have, taking
confidentiality in transaction of the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 4 respondents that are having dissatisfaction.
Further there are 27 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 30 respondents that are satisfied with
the booking process and 9 respondents that are strongly satisfied with the booking process.

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12.9. VARIETY OF SERVICES OFFERD BY URBANCLAP

Table 12.9. Variety of the services offered by UrbanClap

Frequency Percent Valid Cumulative
Percent Percent

Strongly
1 1.4 1.4 1.4
Dissatisfied

Dissatisfied 8 11.3 11.3 12.7

Valid Neutral 20 28.2 28.2 40.8

Satisfied 26 36.6 36.6 77.5

Strongly Satisfied 16 22.5 22.5 100.0

Total 71 100.0 100.0

Variety of services
Frequency

26
20
16

8
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.9 - Variety of the services offered by UrbanClap

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking variety
of services being provided by the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 8 respondents that are having dissatisfaction.
Further there are 20 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 26 respondents that are satisfied with
the booking process and 16 respondents that are strongly satisfied with the booking process.

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12.10. TIME TAKEN TO BOOK THE SERVICES

Table 12.10. Time taken to Book the services

Frequency Percent Valid Cumulative
Percent Percent

Strongly
1 1.4 1.4 1.4
Dissatisfied

Dissatisfied 7 9.9 9.9 11.3

Valid Neutral 20 28.2 28.2 39.4

Satisfied 29 40.8 40.8 80.3

Strongly Satisfied 14 19.7 19.7 100.0

Total 71 100.0 100.0

Time taken to book

Frequency

29

20
14
7
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure12.10 - Time taken to book the services

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking time
taken to book the services of the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 7 respondents that are having dissatisfaction.
Further there are 20 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 29 respondents that are satisfied with
the booking process and 14 respondents that are strongly satisfied with the booking process.

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12.11. DEPTH OF INFORMATION PROVIDED

Table 12.11. In depth information of the service provided

Frequency Percent Valid Cumulative
Percent Percent

Dissatisfied 9 12.7 12.7 12.7

Neutral 19 26.8 26.8 39.4

Satisfied 32 45.1 45.1 84.5

Valid
Strongly
11 15.5 15.5 100.0
Satisfied

Total 71 100.0 100.0

Information depth
Frequency

32

19

9 11

Dissatisfied Neutral Satisfied Strongly

Satisfied
Valid

Figure 12.11 - In depth information of the service provided

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking
information depth of the UrbanClap services into consideration. According to the graph there are 0
respondents that are strongly dissatisfied and 9 respondents that are having dissatisfaction. Further
there are 19 respondents that are having neutral perception towardsthe satisfaction measurement of
booking the services of UrbanClap. There are 32 respondents that are satisfied with the booking
process and 11 respondents that are strongly satisfied withthe booking process.

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12.12. USER FRIENDLINESS OF URBANCLAP

Table 12.12. User Friendliness of UrbanClap

Frequency Percent Valid Cumulative
Percent Percent
Dissatisfied 3 4.2 4.2 4.2
Neutral 23 32.4 32.4 36.6
Satisfied 30 42.3 42.3 78.9
Valid
Strongly
15 21.1 21.1 100.0
Satisfied
Total 71 100.0 100.0

User friendly
Frequency

30
23

15

Dissatisfied Neutral Satisfied Strongly

Satisfied
Valid

Figure 12.12 - User Friendliness of UrbanClap

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking user
friendliness of the UrbanClap services into consideration. According to the graph there are 0
respondents that are strongly dissatisfied and 3 respondents that are having dissatisfaction. Further
there are 23 respondents that are having neutral perception towards the satisfaction measurement of
booking the services of UrbanClap. There are 30 respondents that are satisfied with the booking
process and 15 respondents that are strongly satisfied with the booking process.

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12.13. TRANSPARENT AND FIXED PRICING OF URBANCLAP

Table 12.13. Transparent and Fixed Pricing policy

Frequency Percent Valid Cumulative
Percent Percent
Strongly
1 1.4 1.4 1.4
Dissatisfied
Dissatisfied 8 11.3 11.3 12.7
Valid Neutral 25 35.2 35.2 47.9
Satisfied 26 36.6 36.6 84.5
Strongly Satisfied 11 15.5 15.5 100.0
Total 71 100.0 100.0

Transparent and fixed pricing

Frequency

25 26

11
8
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.13 - Transparent and Fixed Pricing policy

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking
transparency of the UrbanClap services into consideration. According to the graph there is 1
respondent that is strongly dissatisfied and 8 respondents that are having dissatisfaction. Further there
are 25 respondents that are having neutral perception towards the satisfaction measurement of
booking the services of UrbanClap. There are 26 respondents that are satisfied with the booking
process and 11 respondents that are strongly satisfied with the booking process.

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12.14. SKILLED AND VERIFIED PROFESSIONALS

Table 12.14 Skilled and Verified professionals

Frequency Percent Valid Cumulative
Percent Percent
Strongly
1 1.4 1.4 1.4
Dissatisfied
Dissatisfied 3 4.2 4.2 5.6
Valid Neutral 22 31.0 31.0 36.6
Satisfied 34 47.9 47.9 84.5
Strongly Satisfied 11 15.5 15.5 100.0
Total 71 100.0 100.0

Skilled and verified professionals

Frequency

34

22

11

1 3

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.14 Skilled and Verified professionals

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking skilled
and verified of the professionals provided by the UrbanClap services into consideration. According to
the graph there is 1 respondent that is strongly dissatisfied and 3 respondents that are having
dissatisfaction. Further there are 22 respondents that are having neutral perception towards the
satisfaction measurement of booking the services of UrbanClap. There are 34 respondents that
are satisfied with the booking process and 11 respondents that are strongly satisfied with the
booking process.

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12.15. ON TIME ARRIVAL OF THE SERVICE PROVIDER

Table 12.15. On time Arrival of the Service provider

Frequency Percent Valid Cumulative
Percent Percent
Strongly
1 1.4 1.4 1.4
Dissatisfied
Dissatisfied 8 11.3 11.3 12.7
Valid Neutral 15 21.1 21.1 33.8
Satisfied 35 49.3 49.3 83.1
Strongly Satisfied 12 16.9 16.9 100.0
Total 71 100.0 100.0

Timely arrival of the service provider

Frequency

35

15
12
8
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.15 - On time Arrival of the Service provider

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking timely
arrival of the service provider of the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 8 respondents that are having dissatisfaction.
Further there are 15 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 35 respondents that are satisfied with
the booking process and 12 respondents that are strongly satisfied with the booking process.

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12.16. THE REFUND POLICY OF URBANCLAP

Table 12.16. The Refund policy

Frequency Percent Valid Cumulative
Percent Percent
Strongly
1 1.4 1.4 1.4
Dissatisfied
Dissatisfied 6 8.5 8.5 9.9
Valid Neutral 16 22.5 22.5 32.4
Satisfied 37 52.1 52.1 84.5
Strongly Satisfied 11 15.5 15.5 100.0
Total 71 100.0 100.0

Refund policy
Frequency

37

16
11
6
1

Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Valid

Figure 12.16 - The Refund Policy

INTERPRETATION:-

The above depicted graph represents the level of satisfaction that the respondents have, taking refund
policy of the service provider of the UrbanClap services into consideration. According to the graph
there is 1 respondent that is strongly dissatisfied and 6 respondents that are having dissatisfaction.
Further there are 16 respondents that are having neutral perception towards the satisfaction
measurement of booking the services of UrbanClap. There are 37 respondents that are satisfied
with the booking process and 11 respondents that are stronglysatisfied with the booking process.

71 | P a g e
13. PROBLEMS FACED WHILE USING THE SERVICES PROVIDED BY URBANCLAP

Table 13. Overview of the Problems faced while using the

services provided by UrbanClap
Not punctual Quality not Hygiene Higher
consistent issue prices None Others
Yes 12 31 8 25 17 3
No 58 39 62 45 53 67

Problems while using the services

Yes No

67
62
58
53
45
39
31
25
17
12
8
3

Not Quality not Hygiene Higher None Others

Punctual consistent issue prices

Figure 13 - Overview of the Problems faced while using the

services provided by UrbanClap

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by

UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.

Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.

The graph shows the various problems faced by these 70 respondents.

72 | P a g e
13.1. NOT PUNCTUAL

Table 13.1. The service provider is Not Punctual

Frequency Percent Valid Percent Cumulative

Percent

Yes 12 17.1 17.1 17.1

Valid No 58 82.9 82.9 100.0
Total 70 100.0 100.0

Frequency
58
60
50
40
30 Frequency
20 12

10
0
Yes No
Valid

Figure 13.1 - The service provider is Not Punctual

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by

UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.

Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.

The graph shows the various problems faced by these 70 respondents. 12 respondents find non

punctuality as a problem while using the services. This means that 82.9% of the respondents are not

having punctuality issues.

73 | P a g e
13.2 QUALITY OF THE SERVICE IS NOT CONSISTENT

Table 13.2. Quality of the service is Not Consistent

Frequency Percent Valid Percent Cumulative

Percent

Yes 31 44.3 44.3 44.3

Valid No 39 55.7 55.7 100.0
Total 70 100.0 100.0

Frequency
39
40 31
35
30
25
20 Frequency
15
10
5
0
Yes No
Valid

Figure 13.2 - Quality of the service is Not Consistent

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by

UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.

Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.

The graph shows the various problems faced by these 70 respondents. 31 respondents find non

consistency in the quality as a problem while using the services. This means that 55.7% of the

respondents are not having quality consistency issues.

74 | P a g e
13.3. HYGIENE ISSUES

Table 13.3. Hygiene Issues

Frequency Percent Valid Cumulative
Percent Percent
Yes 8 11.4 11.4 11.4
Valid No 62 88.6 88.6 100.0
Total 70 100.0 100.0

Frequency

62
70
60
50
40
30 Frequency
20 8
10
0
Yes No
Valid

Figure 13.3 - Hygiene Issues

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by
UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.
Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.
The graph shows the various problems faced by these 70 respondents. 8 respondents find Hygiene
issue as a problem while using the services. This means that 88.6% of the respondents are not having
hygiene issues.

75 | P a g e
13.4. HIGH PRICES

Table 13.4. High Prices

Frequency Percent Valid Cumulative
Percent Percent
Yes 25 35.7 35.7 35.7
Valid No 45 64.3 64.3 100.0
Total 70 100.0 100.0

Frequency

45
50
40
25
30
Frequency
20

10
0
Yes No
Valid

Figure 13.4 - High Prices

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by
UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.
Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.
The graph shows the various problems faced by these 70 respondents. 25 respondents find higher
prices as a problem while using the services. This means that 64.3% of the respondents are not
having higher price problems.

76 | P a g e
13.5. NO PROBLEMS

Table 13.5. No Problems faced

Frequency Percent Valid Cumulative

Percent Percent
Yes 17 24.3 24.3 24.3
Valid No 53 75.7 75.7 100.0
Total 70 100.0 100.0

Frequency

53
60
50
40
30 17 Frequency
20
10
0
Yes No
Valid

Figure 13.5 - No Problems faced

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by
UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.
Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.
The graph shows the various problems faced by these 70 respondents. 17 respondents have no
problem while using the services. This means that 75.7% of the respondents are having problems
while using the services being provided by UrbanClap.

77 | P a g e
13.6. OTHER PROBLEMS

Table 13.6. Other Problems

Frequency Percent Valid Cumulative
Percent Percent
Yes 3 4.3 4.3 4.3
Valid No 67 95.7 95.7 100.0
Total 70 100.0 100.0

Frequency
67
70
60
50
40
30 Frequency
20
3
10
0
Yes No
Valid

Figure 13.6 - Other Problems

INTERPRETATION:-

The above graph represents the various problems faced while using the services provided by
UrbanClap. There are 110 respondents that are aware about UrbanClap as a local service provider.
Out of these 110 respondents, 70 respondents are using the services being provided by UrbanClap.
The graph shows the various problems faced by these 70 respondents. 3 respondents have other
problems such as not qualified professionals as a service provider while using the services.

78 | P a g e
14. REASONS FOR NOT USING URBANCLAP AS A LOCAL SERVICE PROVIDER

Table 14. Overview of the Reasons for not using the services
provided by UrbanClap
Does not fit Easy
Hygiene the need Security Lack of availability Prices
issues factor issues awareness nearby are high
Yes 19 17 26 5 19 13
No 20 22 13 34 20 26

Reasons for not using UrbanClap

Yes No

34
26 26
22
19 20 17 19 20
13 13
5

Figure 14 – Reasons for not using UrbanClap

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap.
Out of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services.

79 | P a g e
14.1. HYGIENE ISSUES

Table 14.1. Hygiene issues

Frequency Percent Valid Cumulative

Percent Percent
Yes 19 48.7 48.7 48.7
Valid No 20 51.3 51.3 100.0
Total 39 100.0 100.0

Frequency
20
20
19.8
19.6
19.4
19
19.2 Frequency
19
18.8
18.6
18.4
Yes No
Valid

Figure 14.1 - Hygiene issues

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap.
Out of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services. Out of 39 respondents, 19 respondents have
hygiene issue as the reason for not using the services of UrbanClap. This means that 51.3 % of
the respondents do not have hygiene issue as the reason for not using UrbanClap services.

80 | P a g e
14.2. NEED FACTOR

Table 14.2. Does not fit the Need Factor

Frequency Percent Valid Cumulative
Percent Percent
Yes 17 43.6 43.6 43.6
Valid No 22 56.4 56.4 100.0
Total 39 100.0 100.0

Frequency

22
25
17
20

15
Frequency
10

5
0
Yes No
Valid

Figure 14.2 - Does not fit the Need Factor

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap. Out
of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services. Out of 39 respondents, 17 respondents state that
the services provided does not fit the need factor as the reason for not using the services of
UrbanClap. This means that 56.4 % of the respondents do not have the need factor criteria for not
using UrbanClap services.

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14.3. SECURITY ISSUES

Table 14.3. Security issues

Frequency Percent Valid Cumulative
Percent Percent
Yes 26 66.7 66.7 66.7
Valid No 13 33.3 33.3 100.0
Total 39 100.0 100.0

Frequency

26
30
25
20
13
15 Frequency
10
5
0
Yes No
Valid

Figure 14.3 - Security issues

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap. Out
of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services. Out of 39 respondents, 26 respondents state
security issue as the reason for not using the services of UrbanClap. This means that 33.3 % of the
respondents do not have security issue as the reason for not using UrbanClap services.

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14.4. LACK OF AWARENESS

Table 14.4. Lack of Awareness

Frequency Percent Valid Cumulative
Percent Percent
Yes 5 12.8 12.8 12.8
Valid No 34 87.2 87.2 100.0
Total 39 100.0 100.0

Frequency
34
35
30
25
20
15 Frequency
10 5
5
0
Yes No
Valid

Figure 14.4 - Lack of Awareness

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap. Out
of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services. Out of 39 respondents, only 5 respondents state
lack of awareness as the reason for not using the services of UrbanClap. This means that 87.2 % of the
respondents do not have awareness issue as the reason for not using UrbanClap services.

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14.5. AVAILABILITY

Table 14.5 The Service provided is available nearby

Frequency Percent Valid Cumulative
Percent Percent
Yes 19 48.7 48.7 48.7
Valid No 20 51.3 51.3 100.0
Total 39 100.0 100.0

Frequency
20
20
19.8
19.6
19.4
19
19.2 Frequency
19
18.8
18.6
18.4
Yes No
Valid

Figure 14.5 - The Service provided is easily available nearby

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap. Out
of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services. Out of 39 respondents, 19 respondents state
availability of the services nearby as the reason for not using the services of UrbanClap. This means
that 51.3 % of the respondents do not have availability issue as the reason for not using UrbanClap
services.

84 | P a g e
14.6. HIGH PRICES

Table 14.6. High Prices

Frequency Percent Valid Cumulative

Percent Percent
Yes 13 33.3 33.3 33.3
Valid No 26 66.7 66.7 100.0
Total 39 100.0 100.0

Frequency

26
30
25
20
13
15 Frequency
10
5
0
Yes No
Valid

Figure 14.6 - High Prices

INTERPRETATION:-

The above graph represents one of the reasons for not using the services provided by UrbanClap.
Out of 110 respondents that are aware about UrbanClap as a local service provider, there are 39
respondents that are not using UrbanClap services. Out of 39 respondents, 13 respondents state
high prices as the reason for not using the services of UrbanClap. This means that 66.6% of the
respondents do not have high price issue as the reason for not using UrbanClap services.

85 | P a g e
15. ONE-SAMPLE TEST

Table 15. One sample T- test

Test Value = 0.05

T Df Sig. (2- Mean 95% Confidence

tailed) Difference Interval of the
Difference
Lower Upper

Booking 37.030 70 .000 3.809 3.60 4.01

Quality 40.483 70 .000 3.696 3.51 3.88
Behavior 38.933 70 .000 3.739 3.55 3.93
Customer support 37.541 70 .000 3.851 3.65 4.06
Politeness and hospitality 33.247 70 .000 3.696 3.47 3.92
Customer grievance
Handling 31.309 70 .000 3.640 3.41 3.87

Accuracy 31.964 70 .000 3.584 3.36 3.81

Confidentiality 35.611 70 .000 3.542 3.34 3.74
Variety 30.653 70 .000 3.626 3.39 3.86
Time 32.067 70 .000 3.626 3.40 3.85
Information depth 33.619 70 .000 3.584 3.37 3.80
User friendly 38.493 70 .000 3.753 3.56 3.95
Transparency 31.289 70 .000 3.485 3.26 3.71
Skilled Professionals 37.185 70 .000 3.668 3.47 3.87
Timely arrival 32.808 70 .000 3.640 3.42 3.86
Refund Policy 35.074 70 .000 3.668 3.46 3.88

H0: The respondents are not satisfied

H1: The respondents are satisfied

INTERPRETATION:-

As I have conducted One Sample t test and in that if the significance level is less than 0.05 then H0
should be accepted and H1 should be rejected. In this Question all the parameters that is booking,
Quality, Behavior, Customer support, Politeness and Hospitality, Customer grievance handling,
Accuracy, Confidentiality, Variety of the services offered, Time taken to book the services,
Information, User friendliness, Transparency, Skilled professionals, Timely arrival, Refund policy
are having significant value equals to 0.000 which means that the respondents are satisfied with the
services being provided by UrbanClap.
86 | P a g e
16. AGE AND AWARENESS

Age*Awareness Cross tabulation

Table 16. Age and Awareness Cross tabulation

Awareness Total
Yes No

18 - 25 years 36 26 62
26 - 32 years 31 12 43

33 - 48 years 30 39 69
Age
49 - 55 years 11 10 21
56 years and Above
2 2 4
Total 110 89 199

Age & Awareness

39
40 36
35 31 30
30 26
25
20
12 11 10
15 Awareness Yes
10
2 2 Awareness No
5
0
18 - 25 26 - 32 33 - 48 49 - 55 56 years
years years years years and
above
Age

Figure 16 - Age and Awareness Cross tabulation

INTERPRETATION:-

The above depicted cross tabulation table explains the relation between age and awareness of the
population that has been surveyed. The age group (26 – 32 years) has the highest no. of people who
are aware about UrbanClap as a local service provider. In the form of percentage, almost 72% of the
population in this group is aware about UrbanClap. The next highest aware age group is (18 – 25
years) which has the almost 58%of the population that is aware about UrbanClap services. The age
groups (33 – 48 years), (49 – 55years) and (55 years and above) have almost 43%, 52% and 50% of
the population respectively that is aware about the UrbanClap services. Out of the total population
almost 55% of the population is aware about UrbanClap.

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17. GENDER AND AWARENESS

Gender*Awareness Cross tabulation

Table 17. Gender and Awareness Cross

tabulation
Awareness Total
Yes No

Male 47 47 94
Gender
Female 63 42 105
Total 110 89 199

Gender & Awareness

63
70
60 47 47
50 42
40
Gender Male
30
Gender Female
20
10
0
Yes No
Awareness

Figure 17 - Gender and Awareness Cross tabulation

INTERPRETATION:-

The above depicted the cross tabulation explains the relation between gender and the awareness level
of the population under survey. 50% of the male are aware of the services being provided by the
UrbanClap, and almost 60% of the female are aware about the services being provided. The ratio does
not seem to be drastically inclined towards any gender which means that the services provide are
almost being used by male and female on equal basis. Although there are certain types of services
that are more inclined towards female but thisdoes not impact the male using the services.

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18. QUALIFICATION AND AWARENESS

Qualification * Awareness Cross tabulation

Table18. Qualification and Awareness Cross tabulation

Awareness Total
Yes No

Under
15 19 34
Graduate

Qualification Graduate 48 38 86

Post Graduate 44 29 73

PhD 2 3 5

Doctor 1 0 1
Total 110 89 199

Qualification & Awareness

48
50 44
45 38
40
35 29
30
25 19
20 15 Awareness Yes
15
Awareness No
10 2 3
5 1 0
0
Under Graduate Post PhD Doctor
Graduate Graduate
Qualification

Figure 18 - Qualification and awareness Cross tabulation

INTERPRETATION:-

The above graph represents the relation between the Qualification and the awareness level of the
respondents. There are 15 respondents out of 34 that are aware of UrbanClap as a local service
provider and 19 are unaware regarding the same. This means that the awareness level is 44.11%. Out
of 86 graduate respondents there are 48 respondents that are aware of UrbanClap as a local service
provider and 38 are unaware regarding the same. This means that the awareness level is 55.81%.
Further there are 44 post graduate respondents that are aware of UrbanClap as a local service provider
and 29 are unaware about the same. This means that the awareness level is 60.28%. There are only 5
PhD students of which only 2 are aware.
89 | P a g e
19. OCCUPATION AND AWARENESS

Occupation * Awareness Cross tabulation

Table19. Occupation and Awareness Cross tabulation

Awareness Total
Yes No
Student 31 23 54
Self Employed 33 24 57
Employee 27 26 53
Occupation
Homemaker 17 14 31
Doctor 0 1 1
Professional 1 0 1
Practicing 1 0 1
IFA 0 1 1
Total 110 89 199

Occupation & Awareness

31 33
35
2726
30 23 24
25 17
20 14
15
10
5 01 10 10 01 Awareness Yes
0
Awareness No
Self Employed
Student

Employee

IFA
Doctor
Homemaker

Professional

Practicing

Occupation

Figure 19 - Occupation and Awareness Cross tabulation

INTERPRETATION:-

The above graph represents the relation between occupation and awareness level of the respondents.
Out of 54 students there are 31 students that are aware of the UrbanClap as a local service provider
and 23 respondents are unaware of UrbanClap as a local service provider. This means that the
awareness level of student respondents is 57.40%. Further there are 33 self-employed respondents that
are aware of UrbanClap as a local service provider out of 57 total respondents and 24 of them are
unaware of UrbanClap as a local service provider. This means that awareness level of the self-
employed group of respondents is 57.89%. Out of 53 employee respondents there are 27 respondents
that are aware of UrbanClap as a local service provider and 26 respondents are unaware. This means

90 | P a g e
that the awareness level of the Employee respondents 50.94%. Out of 31 Homemaker there are 17
respondents that are aware of UrbanClap as the local service provider and 14 respondents are not
aware of the same. This means that the awareness level is 54.83%. Further there are only 1
respondents of doctor, professional, practicing and IFA each and their responses are positive towards
awareness of UrbanClap as a local service provider.

91 | P a g e
• From the total respondents 52.76% of the respondents are female.
• 34.67% respondents are from the age group of 33 – 48 years.
• Maximum number of the respondents’ i.e.43.21% is graduates/Diploma degree holders.
• 36.68% respondents have annual income below 2.5 lakh p.a.
• From the total respondents 55.27% of the respondents are aware about UrbanClap.
• 78.18% of the awareness level is through Social media marketing.
• The highest used service is that of Electricians, Plumbers and Carpenters i.e. 27.48%.
• The respondents using UrbanClap are satisfied by the services provided.
• Despite of the satisfied respondents highest number of respondents find the quality of the
service non consistent.
• Regarding the non - users of the services the highest opted option is of security issues
(66.67%).

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• Respondents are aware about the services being provided by UrbanClap. The population is
using the services but the frequency of usage is less.
• There are various types of services being provided but the respondents are using only few of
them.
• The respondents are mostly satisfied by the services being provided, but they a r e
facing certain problems mostly related to quality and punctuality.
• The respondents who are aware are not using the services mostly due to security issues,
easy availability of the services nearby and hygiene issues.

93 | P a g e
• As we know that from the total respondents there is more number of the respondents that are
aware about UrbanClap.
• There are more respondents that are aware through Social media marketing.
• The service provider should focus on television advertisements and newspapers and magazine
advertisements to attract more customers.
• As we can see that the highest used service is electricians, plumbers and carpenters services
[Link] 27.48%.
• The service provider should provide more discounts and promotional coupons for other
services that are being used less.
• The consumers mainly are complaining about the quality non consistency of the service
provider.
• To solve this problem the service provider should only hire the well trained and skilled
professionals and should also try to set a particular standard for registering the name in the
company.
• The respondents that are not using the services are doing the same majorly due to security
concerns.
• To solve this problem the service provider should develop the OTP system and also keep the
track of all the service providers through the company.

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Ganguly, P. (2015, November 19). Retrieved from Tech in Asia: [Link]
startup

Indian Brand Equity Foundation. (2018, May). Retrieved from

[Link]

Jain, S. (n.d.). Economics Discussion. Retrieved from Essay on the Services Sector of India:
[Link]

Lahoti, N. (2018, August 7). 10 Popular On-Demand Home Services Startups in India. Retrieved fromMobisoft:
[Link]

Michu, S. (2019, May 21). Express Computer. Retrieved from

[Link] right-service-
professional/36046/

News- IANS. (2017, October 31). Business Standard. Retrieved from

[Link] [Link]/article/news-ians/government-signs-agreement-with-urbanclap-for-job-
generation- 117103101670_1.html

Sirinivasan, S. (2018, May 03). Economi Times. Retrieved from [Link]

biz/startups/newsbuzz/urbanclap-revenue-up-309- losses-down-25-in-fy18/articleshow/[Link]?from=mdr

ThemeZee. (2019, May 2023). University Lodge Ball. Retrieved from [Link]
is-as-follows-strengths-1-wide/

Thomas, A. (2016, April 12). Will on-demand home services startups in India deliver? Retrieved from Economic
Times: [Link] services-startups-in-india-
deliver/articleshow/[Link]

Abhiraj Bhal, C. U. (2018, August 15th). 'A hands-on approach can fix most issues' . (S. Srinivasan, Interviewer)

Ganguly, P. (2015, November 19). Retrieved from Tech in Asia: [Link]

startup

Grönroos, C. (1998, August 1st). Emerald logo. Retrieved from

[Link]

Helper Place. (2017, May 26th). Helper Place. Retrieved from

[Link]

[Link] (30th April 2018). Survey of Domestic Helpers.

Helper4U.

Indian Brand Equity Foundation. (2018, May). Retrieved from

[Link]

Jain, S. (n.d.). Economics Discussion. Retrieved from Essay on the Services Sector of India:
[Link]
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Lahoti, N. (2018, August 7). 10 Popular On-Demand Home Services Startups in India. Retrieved fromMobisoft:
[Link] startups/

Manur, A. (2018, July 31). Regulating Multi-Sided Platforms:Challenges in the Indian Context.
Takshashila institution.

Michu, S. (2019, May 21). Express Computer. Retrieved from

[Link] the-right-service-
professional/36046/

N. M. Indravasan1, A. G. (2018). An Online System for Household Services . Karnataka: International Journal of
Engineering Research & Technology (IJERT) ISSN: 2278-0181.

News- IANS. (2017, October 31). Business Standard. Retrieved from [Link]
[Link]/article/news-ians/government-signs-agreement-with-urbanclap-for-job- generation-
117103101670_1.html

Salunkhe, P. R. (May, 2018). A research study on Customer expectation and satisfaction level of Urban Clap in
beauty services with special reference to Pune. Pune: International Journal of Management, Technology And
Engineering.

Shu, C. (n.d.). India's Urbanclap mataches customers with the best local service providers. Retrieved from
[Link]

Sirinivasan, S. (2018, May 03). Economi Times. Retrieved from [Link]

biz/startups/newsbuzz/urbanclap-revenue-up- 309-losses-down-25-in-fy18/articleshow/[Link]?from=mdr

Spitze, G. (November 1, 1999). Getting Help With Housework: Household Resources and Social Networks. Saje
Journals.

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96 | P a g e
 QUESTIONNAIRE

“To study the customer satisfaction towards domestic services provided by UrbanClap as the local service
provider in Ahmedabad city”

This survey has been carried out purely for academic purpose, we request you to be as frank as possible. The
information provided will be kept confidential.

1. Name

2. Gender
o Male
o Female

3. Age
o 18 -25 Years
o 26-32 Years
o 33-48 Years
o 49-55 Years
o Above 55 Years

4. Occupation
o Student
o Self employed
o Government employee
o Home maker

5. Income (monthly)
o Less than 9999
o 10000-14999
o 15000-19999
o 20000-24999
o 25000-34999
o 35000 and above

6. Do you know about UrbanClap as a local service provider?

o Yes
o No
(If No, the questionnaire ends here)

7. How do you know about UrbanClap?

฀ Social media marketing
฀ Newspaper
฀ Magazine
฀ Through friends and family
฀ Through television advertisements
฀ Banners or posters

97 | P a g e
8. Do you use UrbanClap as a local service provider?
o Yes
o No
(If No, then kindly refer to question number 12)

9. What is your monthly budget for using these services?

o Less than 499
o 500-999
o 1000-1499
o 1500-2000
o More than 2000

10. How often do you use this/these service(s)?

฀ Everyday
฀ 2 to 3 times a week
฀ Once a week
฀ 2 to 3 times a month
฀ Once a month
฀ Less often

11. What type of services do you use from UrbanClap?

฀ Salon services
฀ Massage
฀ Cleaning
฀ Appliance and electronic repairs
฀ Electrician, plumbers, carpenters
฀ Makeup and hair styling
฀ Fitness and yoga
฀ Pest control
฀ Event management

12. What are the problems faced while using the services provided by UrbanClap?
฀ Not Punctual
฀ Quality of the service is not consistent
฀ The service provider is not up to the mark
฀ Hygiene issues
฀ The service provided is not fit to your needs
฀ High prices

13. Kindly rate the following with regard to the service provided by Urban Clap Local Services
Note: 5-Very Satisfied, 4-Satisfied, 3-Neither satisfied nor Dissatisfied, 2-Dissatisfied and 1-Very Dissatisfied.

Parameters Strongly Dissatisfied Neutral Satisfied Strongly

Dissatisfied Satisfied
Booking of Urban clap services is
easy/Convenient
Quality of Urban Clap Services
Behavior of Service Provider
Rate the feedback of Urban Clap

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 Customer Support/Guidance (advisory
services, clarification of customers
doubt)
The Politeness & Hospitality
Handling of customer Grievances
Speed , Promptness and accuracy in
transaction
Confidentiality of account and
transaction
Variety of Services offered
Time taken to book the services
Information depth
User friendly
Transparent and fixed pricing
Skilled and verified professionals
On time arrival of the service provider
Refund policy

14. What are the reasons for not using UrbanClap as the local service provider?
฀ Hygiene issue
฀ Does not fit your need factor
฀ Security issues
฀ Lack of awareness
฀ The services provided are easily available nearby
฀ The prices are high as compared to local service provider
฀ Any other reason_________________________

 Thank-you

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