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


  • 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



E-Hailing, User Satisfaction, Service Quality, SmartPLS


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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How to Cite

Rahmat , A. K., Abdul Razak , A. H., Mohd Yusak , N. A., & Pahim , K. M. (2022). Refining Electronic Hailing Service Quality on Customer Satisfaction and Impact on Electronic Word of Mouth. Environment-Behaviour Proceedings Journal, 7(SI8), 61–67.