Determinants of users’ perceived taxi service quality in the context of a developing country

Abstract

ABSTRACT Taxis play an indispensable role as the main mode of paratransit in many cities in the developing countries. To the best of our knowledge, research on taxi service quality, and certainly studies focusing on developing countries, are quite rare. Using a subjective approach (data collected from passengers), this study examines the main determinants that affect user’s perception of fixed-route taxi services in Shiraz, Iran. The methodology adopted in this study employs principle component analysis (PCA) followed by partial least squares structural equation modeling (PLS-SEM). The results show that among the different attributes of service quality, driver behavior (including components of attitude toward passengers, driving practice, and professionalism) was the strongest determinant of passengers’ overall assessment of the service quality. Service providers and the municipalities that oversee operations can draw on the results of this study to develop future strategies for improving their paratransit services.