Adapting to Changing Business Environments: An Analysis of Best's Chalo App in Improving Commuter Satisfaction In Mumbai

Chalo, a public transport management startup from Mumbai, has partnered with state governments to provide commuters with safe and efficient bus services. The app, available for free, enables users to track their buses in real time and informs them of the estimated arrival time at their stop. The present paper aims to find out the satisfaction of commuters with the Chalo app service and the problems faced while using the app by the users of the Chalo app. Another objective is to find out the reasons for not using the Chalo app by the commuters. For the study purpose, primary data are collected from 300 regular commuters of BEST buses through a questionnaire. The area of the study is the Mumbai suburban area i.e. from Borivali to Bandra. Hypothesis testing is done using, the Chi-square test, Bartlett Test, and t-test, and data presentation using graphs. The study is beneficial for BEST to understand the satisfaction level of commuters from Chalo app services and help resolve the problems faced by commuters while using this app.