E-Hailing Service Satisfaction: A Case Study of Students in a Higher Education Institution in Perlis, Malaysia

Mohamad Niza Md Nor,Sabiroh Md Sabri,Najiah Filzah Mat Isa

doi:10.24191/ji.v16i2.423

Abstract

E-hailing is an online transportation administration recognised as the travellers’ top pick in the transportation industry, including collaboration among clients and service providers. As clients now are more informed and can decide to choose any service provider they prefer, the e-hailing companies are obligated to fulfil and offer better support to their numerous clients, particularly for e-hailing administration. Keeping up consumer loyalty is vital for e-hailing’s specialist organisation to support upper hands. This research aims to investigate the role of safety and security, price, convenience and accessibility and whether they affect e-hailing service satisfaction. This research adopted a quantitative research methodology using a survey approach. Data was collected from 276 e-hailing services customers from higher learning institutions using an online survey. Data were analysed using the Statistical Package of Social Sciences (SPSS), and a few analysis were carried out, such as descriptive analysis, correlations and regression analysis. The results have shown that all factors have somehow affected e-hailing service satisfaction. This result will provide understanding to ridesharing service providers and can be used to improve their services by looking at the most and least influencing customer satisfaction. In the future, researchers could include diverse variables to study the customer satisfaction of e-hailing services in Malaysia.

Highlights

The technological advancement in the modern age of globalisation has boosted social development and increased the quality of life (Lim et al, 2018)
This study has answered all the research questions and research objectives of this study, whose primary focus was to examine the effect of safety and security, price, convenience, accessibility towards customer satisfaction
The nearer the value to 1 or -1 will indicate the more robust the linear correlation. This analysis indicated the relationship between four independent variables: safety and security, price, convenience, and accessibility with the dependent variables, which are e-hailing service satisfaction

Summary

Introduction

The technological advancement in the modern age of globalisation has boosted social development and increased the quality of life (Lim et al, 2018). Mobile technology’s success has increased the need and demand for smartphones as they become convenient and connected worldwide. Most people have their own mobile devices that are equipped with access to the Internet, allowing them to take advantage of various mobile applications. These mobile apps offered an avenue combining demand with supply accuracy, which is far more powerful and able to attract customers in using their services. Transportation wise, the development of technology has changed

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Conclusion