Impact of Digital Transformation in Enhancing Operations Management at Traditional Taxi Services

This paper investigates the role of digital transformation (DT) in reshaping operational management within traditional taxi services. Amidst growing competition from technology-driven ride-hailing platforms such as Uber, Careem, and Lyft, traditional taxi services face significant challenges in sustaining competitiveness. The research employs a quantitative methodology with survey responses from 120 stakeholders, including managers, operations executives, and IT professionals. Statistical analysis through ANOVA and Chi-square tests revealed that DT adoption substantially improves cost efficiency, reduces operational downtime, enhances customer experience, and strengthens competitive positioning. Key technologies—realtime tracking, automated dispatch, and digital payment systems—proved to be the most transformative. Resistance to change, skills gaps, and implementation costs were identified as persistent barriers. The findings contribute to academic literature by addressing a gap on DT in the taxi sector and provide practical recommendations for sustainable adoption through targeted training, change management, and continuous investment in digital tools.