A Study on Commuters perception of Chalo App service for BEST in Mumbai

Public transport remains the backbone of urban mobility in Mumbai, with the Brihanmumbai Electric Supply and Transport (BEST) undertaking serving millions of commuters daily. In recent years, the integration of digital platforms such as the Chalo App has sought to modernize bus services. This study examines commuters’ perception of the Chalo App services provided by BEST in Mumbai, focusing on usage patterns, satisfaction levels, and areas requiring improvement. The research analyses features such as live bus tracking, digital ticketing, and route planning. Data collected from 50 respondents reveals a balanced gender representation but a strong dominance of younger commuters, particularly students, who are more inclined toward adopting mobile applications. Findings indicate that while the app is valued for its convenience, reduced waiting times, and cashless transactions. The study further identifies the key areas where users expect improvements. The most prominent suggestion was enhancing the accuracy of live bus tracking, followed by improving app speed and overall performance. Users also highlighted the need for better customer support through chat or helpline and recommended the inclusion of more language options to serve a diverse commuter base.

Overall, the research concludes that the Chalo App has significantly improved travel convenience and efficiency for BEST commuters. However, ongoing updates and enhancements are essential to increase reliability, user satisfaction, and the overall effectiveness of digital public transport systems.