The Quality of e-Ridesharing: Are the e-Ridesharing Passengers Satisfied?
Main Article Content
Keywords
e-Ridesharing Service Quality, Passenger's satisfaction, Re-ride intention
Abstract
The rise of ridesharing e-booking applications in Malaysia with their interesting features and characteristics seems to give a huge impact on the transportation industry. However, there are several issues pertaining to security, safety, legality, and regulations. Three primary service quality dimensions of e-ridesharing, which are considered fit and suitable in the context of the current study, are identified, including app quality, interaction quality, and physical environment quality. 487 questionnaires were used for data analyses. The subdimensions were verified using an exploratory factor, and regression analysis was conducted further. The result indicates that e-ridesharing service quality dimensions, which include app quality, interaction quality, and physical environment quality, are able to improve passengers’ satisfaction and re-ride intention. The findings are expected to help increase the quality of services offered by the service providers and contribute to the body of knowledge which can be replicated in the various service industries.
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References
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Kim, J., Lee, J., Han, K., & Lee, M. (2002). Businesses as buildings: Metrics for the architectural quality of internet business. Information Systems Research 13(3), 239-254. doi: 10.1287/isre.13.3.239.79
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Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607-610. doi: 10.1177/001316447003000308
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Latiff, K., & Imm, N. S. (2015). The impact of tourism service quality on satisfaction. Int. Journal of Economics & Management, 9(S), 67-94.
Lee, G.-G., & Lin, H.-F. (2005). Customers perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 3(2), 161-176. doi: 10.1108/09590550510581485
li, H., & Suomi, R. (2009). A proposed scale for measuring e-service quality. International Journal of u- and e-Service, Science & Technology, 2(1), 1-10.
McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410. doi: 10.1108/08876040010340937
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Mohd Yusof, N. H., Ab Halim, N. S., & Mohi, Z. (2021). User experiences using e-Hailing food delivery service in Klang Valley. Journal of Tourism, Hospitality & Culinary Arts, 13(2), 33-53.
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Pallant, J. (2013). SPSS survival manual: A step by step guide to data analysis using SPSS (5th ed.). New York: McGraw-Hill Education
Parasuraman, A., Zeithmal, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Petrick, J. F., Morais, D. D., & Norman, W. C. (2001). An examination of the determinants of entertainment vacationers’ intentions to revisit. Journal of Travel Research, 40(1), 41-48. doi: 10.1177%2F004728750104000106
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Provost, L., & Mizuno, B. (2014). Demand responsive travel operation based on dynamic passenger information (dynamic ride share by smartphone request). Preliminary Investigation Caltrans Division of Research, Innovation & System Information (DRISI).
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Jan 29, 2023
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Ismail, A., Safri, S., Mohd Anuar, N., & Mohi, Z. (2023). The Quality of e-Ridesharing: Are the e-Ridesharing Passengers Satisfied?. International Journal of Applied Business Research, 5(01), 1-25. Retrieved from https://ijabr.polban.ac.id/ijabr/article/view/310
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