The Impact Of Customer Satisfaction On E-Hailing Services Quality

Nur Khaleeda Asyqin, Mohd Ridzuan (2019) The Impact Of Customer Satisfaction On E-Hailing Services Quality. [Final Year Project Report] (Unpublished)

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Abstract

The development of telephone and internet technology has been a driving force for the outbreak of this E-hailing service. E-hailing refer to the process of ordering a car, taxi or any other mode of transportation by way of computer or mobile device. Malaysia is no exception faced with the development of transportation by using Ehailing to order their transport. In Malaysia the E-hailing service offered is Mycar, JomRides, MULA, Dacsee, Riding Pink and DIFF. The main purpose of this study is to identify the factors affecting service quality on customer satisfaction of E-hailing services. The independent variables of this research are tangible, reliability, price, promotion and coupon redemption and comfort while the dependent variable is customer satisfaction. The methodology used by researcher are quantitative, questionnaire via web-based questionnaire (Microsoft Form) and paper-based questionnaire, 384 respondents were participated in this study and using a simple random sampling. Researcher employed correlation analysis to identify the relationship between the independent variables and dependent variable. Based on the analysis, the researcher found that tangible, reliability, price, promotion and coupon redemption and comfort have positive relationship with customer satisfaction which indicate that the coefficient correlation for all variables are significant. According to the result, comfort is the most influence factor on customer satisfaction of E-hailing services quality among other variables. This result is important to· the E-hailing as they can know the weakness that they have to overcome and improve it for better service. For future researcher, the study can be done by using new variables that can determine the effect of consumer satisfaction on the quality of E-hailing services.

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