Refining Electronic Hailing Service Quality on Customer Satisfaction and Impact on Electronic Word of Mouth
DOI:
https://doi.org/10.21834/ebpj.v7iSI8.3916Keywords:
E-Hailing, User Satisfaction, Service Quality, SmartPLSAbstract
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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Copyright (c) 2022 Abdul Khabir Rahmat , Abdul Hakim Abdul Razak , Nurul Aqilah Mohd Yusak , Khazizul Maulod Pahim
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