Evaluation and Analysis of User Satisfaction of Ride-Sharing Service: An Assurance and Empathy in Bangladesh Perspective

Abstract

The key purpose of the research work is to evaluate and analyze ride-sharing service (RSS) users’ satisfaction, from the assurance and empathy perspective in Bangladesh. Factors applied in the study are adopted from the SERVQUAL dimensions (reliability, responsiveness, assurance, tangibility, and empathy). Data were collected with a structured questionnaire from RSS users from Dhaka city. Study hypotheses were tested with the regression analysis method in SPSS. And the result indicates that ride-sharing services are satisfaction generators from both the assurance and empathy perspectives. The study may provide some insights to the relevant service providers in planning further service offerings and improved services to ensure greater user satisfaction.