Refining Electronic Hailing Service Quality on Customer Satisfaction and Impact on Electronic Word of Mouth

Abdul Khabir Rahmat; Abdul Hakim Abdul Razak; Nurul Aqilah Mohd Yusak; Khazizul Maulod Pahim

doi:10.21834/ebpj.v7iSI8.3916

Authors

Abdul Khabir Rahmat Institut Pengangkutan Malaysia, Universiti Teknologi MARA, Shah Alam 40450 Selangor, Malaysia; Faculty of Business Management, Universiti Teknologi MARA, Shah Alam 40450 Selangor, Malaysia
Abdul Hakim Abdul Razak Faculty of Business Management and Professionals, Management Science University, Shah Alam and 40100, Malaysia
Nurul Aqilah Mohd Yusak Faculty of Business Management and Professionals, Management Science University, Shah Alam and 40100, Malaysia
Khazizul Maulod Pahim Faculty of Business Management and Professionals, Management Science University, Shah Alam and 40100, Malaysia

DOI:

https://doi.org/10.21834/ebpj.v7iSI8.3916

Keywords:

E-Hailing, User Satisfaction, Service Quality, SmartPLS

Abstract

This study investigates factors affecting customer satisfaction with e-hailing among the population of Klang Valley, Selangor, Malaysia. A total of 156 completed questionnaires were analysed using SPSS. Samples were selected from young adults with experience using e-hailing in Klang Valley, Selangor. The research found a significant relationship between perceived safety, reliability, and word of mouth. However, they found inconsistent results for price, app function and timeliness. In conclusion, perceived safety, reliability, and word of mouth are critical to customer satisfaction.

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