Passenger's satisfaction with service quality of app-based ride hailing services in developing countries: Case of Lahore, Pakistan

Abstract

App-based ride hailing services (ABRHS) are becoming increasingly popular among masses in recent years. The assessment of customer's satisfaction with service quality of ride hailing services is essential for success of these services in the long run. Therefore, the current study aims to understand better the complexities of factors influencing the customer satisfaction and intentions towards app-based ride hailing services through the finding of a questionnaire study in Lahore, Pakistan. The collected data from 865 respondents were analyzed using exploratory factor analysis and structural model of traveler's satisfaction with the service quality was constructed. Structural Equation Modelling (SEM) also revealed that the commuter's overall satisfaction with service quality of app-based ride hailing service has positive impact on user's intentions to continue using services in future. The SEM further explained that overall satisfaction with the services mediates the relationship between service quality attributes including service & system attributes, service attraction attributes, network design attributes, and service reliability & professionalism attributes and commuter's intentions to continue using in the future. The further improvements in the quality attributes of app-based ride hailing services would enhance the traveler's overall satisfaction and their intentions to continuing using these services in the future.