Taxi Customers Research Articles

The Influence of Price Perceptions, Promotions and Service Quality on Customer Satisfaction with Maxim Online Motorcycle Taxi Services in Depok City

One practical and efficient alternative is an online motorbike taxi, which can take you to your workplace or the commuter line train station faster than other public transportation. The era of using the internet to build online motorbike taxi ordering applications has changed local motorbike taxis to internet-based ones via smartphone applications. The online motorcycle taxis that dominate in this city are Gojek and Grab; apart from that, Maxim offers cheaper rates than the others. This research aims to determine the influence of price perceptions, promotions, and service quality on customer satisfaction with Maxim's online motorcycle taxi service in Depok City. This research uses a quantitative descriptive method by distributing questionnaires via Google Forms. Meanwhile, the collection methods used are observation, questionnaires, documentation, and literature. In this research, the population is all online motorcycle taxi customers in Depok City who have used the Maxim application. In the research using a sample of 120 respondents. In analyzing the research data, SPSS 25 was used to calculate the results of the Multiple Linear Regression variable test, t-test, F test, and determination analysis. The results of this research show that, based on the t-test, price perception has a positive and insignificant effect on customer satisfaction, and based on the t-test, promotion and service quality have a positive and significant effect on customer satisfaction. Based on the results of the F Test, perceptions of price, promotion and service quality together significantly affect customer satisfaction with the Maxim online motorcycle taxi service in Depok City. Based on the results of multiple regression analysis, the influence of price perceptions, promotions and service quality on customer satisfaction is only 78.5%. In comparison, the remaining 21.5% is influenced by other variables not examined in this research.

Customers' satisfaction towards Addis Ababa City's minibus taxi service

In Addis Ababa, Shared minibus taxis are contributing significantly more than any other form of public transit to meeting the city's transportation needs. But there were limited research done on taxis in general and customer satisfaction with minibus taxis in particular. Therefore, this study aims to assess the satisfaction of minibus taxi customers through a survey questionnaire distributed and collected at taxi stations. Descriptive analysis was used to measure the satisfaction levels/rates of respondents towards each service quality attribute of the minibus taxis. Then, we compared the means value of satisfaction responses followed by factor/principal component analysis. Once the most important satisfaction variables are identified through the factor analysis, an ordered logit model was used to create a relationship between the selected satisfaction variables and the socio-demographic characteristics of taxi riders. The results of the study showed that minibus taxi overload, safety, and security at stations are attributes in which the respondents show greater dissatisfaction. The result of the ordered logit model revealed that the respondents who showed greater dissatisfaction with the taxi drivers and their assistants' behavior are those who had been stolen at least once on a minibus taxi. Also, riders weigh more on the functionality of the service than their comfort and security. Thus, the service providers, Addis Ababa Road Authority, security personnel, and any relevant body should work together on maximizing the customers' satisfaction in minibus taxis.

Measurement system analysis of a static method for taximeter verification

The purpose of the paper is to present a method for taximeter verification. Taximeters, as special measurement instruments, are subject to metrological control in order to protect the rights of taxi customers. The methodology applied for the theoretical study of the proposed method is derived from Measurement System Analysis, Root Cause Analysis, and similar taximeter verification methods applied in other European countries. The presented method is innovative for Bulgaria and about to be introduced for the need of metrological control.

The Influence of Customer Experience, Information Quality, and Service Innovation on Trust that Mediated by Repurchase Intentions on Conventional Taxis in Jakarta

The purpose of this study was to determine the effect of customer experience, information quality, and service innovation on repurchase intention mediated by trust in conventional taxi customers in Jakarta. Trust as mediation aims to strengthen repurchase intention to increase the desire to repurchase conventional taxi services in Jakarta. In this study, a quantitative research method was used, and the hypothesis testing of the population used in this study was conventional taxi users registered at Soekarno Hatta airport in 2021. Sampling used a purposive sampling technique and 347 respondents who were conventional taxi customers. Data analysis used software Amos version 26 with the support of multivariate analysis method structural equation model version 8.80 in hypothesis testing. The findings of this study are the direct effect of service innovation on repurchase intention is not supported. Meanwhile, the hypothesis of service innovation in forming repurchase intention is also not supported because conventional taxis already have a certain market, namely, customers aged between 40 to 55 years and are comfortable with the experience of using these conventional taxis. On the other site, another six-hypothesis direct effect are supported, and 2 indirect effects are also supported. The implications of the results of this study are for conventional taxi companies to maintain and further improve excellent service quality, especially for conventional taxi customers in Jakarta who have experienced a customer experience with convenient, flexible, and fast service.

A Decision Support System for Taxi Drivers

The taxi sector is being revolutionized worldwide due to innovative companies, such as Uber, Lyft and more, that are trying to acquire a share of the market. In the same context, contemporary businesses in Greece have started to expand their activities. This present research is subsumed into the concept of innovation in the conventional taxi sector in Greece and attempts to implement pioneering ideas, to offer better services for taxi customers and profitable financial circumstances for taxi owners and drivers. The main data source regarding the taxi trips are the Hellenic Institute of Transport and Taxiway, the largest taxi fleet management company that operates in Thessaloniki. The given data consisted of 170 taxi trips originating from a taxi stand in the city center, 1981 routes which began from the area around the taxi stand and 1832 trips of taxis that passed through the examined area near the stand. These data, in accordance with a financial analysis of taxis’ operational costs, have been processed to produce statistical results, such as the mean waiting time in each stand or possible spots for a taxi to pick up a customer. The research relies on these data, for the sake of building an application in which taxi drivers would be advised on their dilemma of choosing between waiting in taxi stands or hailing in the surrounding area to find a customer. With the utilization of such a website, drivers can compare the predicted benefit values for hailing or standing alternatives aiming to optimize the taxi downtime. The analysis concluded that the system can potentially increase the average expected profit per trip, even by 50% in a comparison to a different decision taken by the taxi driver.

The effects of peak hour and congested area taxi surcharges on customers’ travel decisions: Empirical evidence and policy implications

Under a stationary taxi fare structure, the varying passenger demand for taxis over time and space creates a serious shortage of taxi supply during peak hours and outside the city center. Apart from providing additional supply by increasing taxi fleet size and suppressing overall passenger demand by increasing taxi fare, it is more preferable to address the problem by means of surcharge. A surcharge can be imposed on the taxi customers who take taxis during peak hours and/or travel towards congested areas. A portion of the taxi customers may change their mode choices, arrival times, and taxi drop-off locations to avoid the additional cost. By alleviating the shortage of taxi supply, waiting time can be greatly reduced and thus the service quality can also be improved. In this study, 773 taxi customers were interviewed for their travel decisions under different hypothetical scenarios. A total of 4638 observations were used to calibrate multinomial logit and nested logit models for the analysis. The results of the logit models demonstrate that all six concerning attributes, walk and wait time, taxi travel time, public transport travel time, travel fare, early arrival time, and the number of interchanges involved, are significant to affect the taxi customers’ travel decisions. The results of market segmentation analysis further show the variations in the travel decisions of taxi customers in different segments, including gender, occupation, monthly income, and family car ownership. Sensitivity analyses were carried out, and suggestions on the implementation of a taxi surcharge scheme are provided. The calibrated models, findings, and discussions are believed to be useful for establishing a new taxi fare structure to strike a balance of spatio-temporal taxi demand and supply in the market.

PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE DI LAMONGAN

This study aims to determine the effect of service quality, price, brand image on satisfaction of ojek online transportation customers in Lamongan. This study is a survey with quantitative research. The population in this study is Cak Ed Lamongan online motorcycle taxi customers. Sampling used a purposive sampling technique and obtained a sample of 100 respondents using the formula Rao Purba. Data collection techniques in this study used interviews and questionnaires. Analysis of the data used were the validity test, the reliability test, the multiple linear regression analysis, the classic assumption test, the coefficient of determination R2 test, and hypothesis was tested through t test that was used to determine the effect of service quality, price and brand image partially on satisfaction of ojek online transportation customers in Lamongan. From the analysis, results obtained of t test results variable service quality was tcount = 3.934 > ttable = 1.660 which states that the quality of service affects customer satisfaction. Price variable was tarithmetic = 3,622 > ttable = 1,660 which indicates that price influences customer satisfaction, and brand image variable tcount = 2,216 > ttable = 1,660 which states that brand image influences customer satisfaction. While R square of 0.783 shows that 78.3% of the variable Customer satisfaction is influenced by service quality, price, and brand image. While the remaining 21.7% is influenced by other variables that were not examined.

Studi Tentang Kualitas Pelayanan Ojek Online (Ojol) Grabbike dan Pengaruhnya Terhadap Kepuasan Pelanggan di Kota Tegal

<em>The study aims to determine the quality of Grabbike online motorcycle taxi service and its effect on customer satisfaction in the Tegal City area. The quantitative approach is used as a source of data processing so that the results are presented. The study population was GrabBike online motorcycle taxi (OJOL) customers in Tegal City for one week, 1000 customers. This research used incidental sampling technique in sampling. Determination of the number of samples using the Slovin formula. From the total population of 1000 obtained a sample of 100 customers as respondents. Data collection uses observation methods, questionnaires, and documentation. The research instrument was in the form of observation sheets and questionnaires with 22 items of statements that had been tested for validity and reliability. Datalysis was analyzed with linear regression. The results showed that the quality of service had a positive and significant effect on GrabBike online motorcycle taxi customer satisfaction as evidenced by the results of the calculation of a simple linear regression analysis of Y = 16.078 + 0.520X, with the significance of the variable service quality was 0,000 because the significance value of 0,000 <0.05 was concluded service quality has a significant effect on customer satisfaction variables on OJOL GrabBike in Tegal City, meaning Ha is accepted while H0 is rejected.</em>

Customers’ selections between premium electric taxis and liquefied petroleum gas taxis

Reducing roadside emissions is a common challenge in metropolitan cities. In Hong Kong, conventional liquefied petroleum gas taxis are one of the main contributors to roadside emissions as they operate on the streets 24 h a day with a long daily driving mileage. Moreover, these taxis suffer from a severely poor service reputation. To enhance the environmental friendliness and service quality of the taxi industry, this study explores the market potential of operating premium electric taxis in the dispatching mode. A stated preference survey was conducted to 1410 taxi customers about their taxi-riding choices between premium electric taxis and conventional liquefied petroleum gas taxis. In total, 5640 observations were obtained and used to develop a series of binary logistic regression models with different model formulations for the determination of the significant factors influencing customers’ selections. The findings indicate that walk time to and wait time for taxis were the most critical concerns to the customers, and they were more willing to take premium taxis if their journey distance was longer and their desired improvement on taxi service quality was greater. The socio-demographic status of taxi customers also influences their choices. The associated policy implications are discussed for promoting taxis with better service quality and fewer roadside emissions. The findings provide some policy insights to other international cities that have a similar taxi market to Hong Kong.

PENERAPAN METODE WEIGHTED PRODUCT UNTUK MENGANALISIS FAKTOR PEMILIHAN PEMBAYARAN DIGITAL TRANSACTION PADA APLIKASI OJEK ONLINE

This report was conducted to measure the effectiveness of using digital transaction payments on online motorcycle taxis. Where online motorcycle taxi passengers use more digital money than cash as a means of payment. By using criteria on ISO 9001: 2008 factors that influence customer satisfaction include Service Quality, Product Quality, Price, Situational Factor, Personal Factor. This research was conducted on online motorcycle taxi customers in Bekasi regency whose population of 3,500,023 thousand from 23 sub-districts using Slovin calculations found a total sample of 400 respondents. The method used is the weighted product method. The results of this study indicate that the best alternative in digital money is OVO with a value of 0.64 and GO-PAY with a value of 0.36 and for the criteria that attract online motorcycle taxi customers using digital transaction payments, Price with 85% percentage, Situational 90% factor, 87% Personal Factor, 84% Product Quality and 84% Service Quality.

Insights on strategic air taxi network infrastructure locations using an iterative constrained clustering approach

Expected to launch globally in the forthcoming years, air taxis are brand-new aviation ridesharing services that will be provided by international logistic pioneers. This study is one of the first to estimate the demand for such a service and provide recommendations on the potential location of facilities to support this network operations. We adopt a two-phase approach: phase-1 estimates the demand for air taxi services by taking a subset of the regular taxi customers who are likely to avail this service, and phase-2 proposes a constrained clustering approach, with multimodal transportation-based warm start technique, to identify potential sites for locating infrastructures based on the estimated demand. We test the feasibility of the proposed approach using millions of real-life New York City taxi records. Results indicate that large facilities with a capacity of nearly 150 landings/hour have to be established in JFK International Airport and South Central Park, while smaller stops are required in World Trade Center, Washington Square and Allerton Ballfields. In addition, we evaluate the impact of the commuter’s “willingness to fly” rate, demand fulfillment rate and time-cost tradeoffs. Our analysis shows that the percentage of time savings and “willingness to fly” rate did not significantly impact location decisions and the number of sites, while it is necessary to conduct an intense market study to determine on-road travel limits. Insights provided in this study can act as a decision support tool for any logistics company that is interested in venturing into the air taxi market.

Modeling the acceptance of taxi owners and drivers to operate premium electric taxis: Policy insights into improving taxi service quality and reducing air pollution

Taxis are the main contributor to the emissions of roadside pollutants and greenhouse gases. Many studies have shown that electrifying the taxi fleet is effective in reducing roadside pollution and carbon footprint. However, high ownership cost of electric taxis, limited driving range, and availability of chargers are constraining their deployment. Government subsidy has been sought for in many applications, yet the required amount can be enormous and remains infeasible in many jurisdictions. To address these issues, electric taxis are proposed to provide premium services and let all stakeholders share the financial input. That is, a higher fare will be charged to the taxi customers for a higher service quality. The taxi drivers with higher incomes will be able to pay more to rent the electric taxis. With an increase of rental income to the taxi owners, fewer financial incentives from the government will be required. This study aims to uncover the factors underpinning how taxi owners and drivers choose between conventional taxis and the proposed premium electric taxis. Stated-preference surveys were conducted in Hong Kong, and two separate binary logistic regression models were calibrated accordingly. It was found that the (subsidized) vehicle purchase price, rental income, and battery lifespan were influential to the owners, while fare income, the rental cost, the access time to chargers, and the range per charge significantly affected taxi drivers’ decisions. An equilibrium model with an iterative solution procedure is proposed to illustrate the interactions between the stakeholders and predict the changes in percentage-of-switch under different policy settings. Policy implications to improve taxi service and reduce roadside emissions and pollution are hence discussed.

An alternative methodology for evaluating the service quality of urban taxis

This paper proposes an alternative methodology to evaluate the service quality of urban taxis and develops a level-of-service (LOS) standard for taxi customers to monitor performance. A customer satisfaction survey was conducted from January to March 2013 in Hong Kong, with the respondents invited to give specific satisfaction ratings for ten service aspects individually and a global satisfaction rating for the overall taxi service quality, as well as to rank the important aspects that influence the given global rating. The ten service aspects related to the amount of time consumed when taking taxis, services and facilities provided for finding taxis, internal environments of taxis, and personal services provided by taxi drivers. An enhanced linear regression model was developed to identify the priority areas for improvement of urban taxi service quality. Based on the numerical score of overall taxi service quality, a six-level LOS standard, similar to academic grading, is introduced accordingly to improve the general public's understanding of the current service level. This paper discusses the potential policy implications to enhance the taxi service quality in Hong Kong, which can be applied to other metropolitan cities that provide similar urban taxi services.

Modeling Framework for Comparing Taxi Operational Modes: Case Study in Barcelona

Abstract This paper presents an aggregated mathematical model for the estimation of key performance indicators of the taxi market based on the system’s generalized cost function, which is calculated using the expected statistical values of customers’ trip distance, waiting/access time and the cost of the involved actors, including externalities, who are the taxi drivers, the taxi customers and the city represented by the rest of the drivers and the citizens. Optimum values for the taxi supply are obtained from mathematical formulations depending on the demand level and the size of the city. The model is developed for stand, hailing and dispatching taxi markets and the results are compared, presenting conclusions for the best type of market for each demand level and city size. The model is applied in the city of Barcelona, presenting useful conclusions on the performance indicators of the taxi services and the impact of the applied policies as well as the optimum number of taxis for each operational mode, ranging between 30 and 40 vehicles per hour and km2.

A Method for Constructing Reliability Target Load Spectrum of Taxi Customers

AbstractA method for constructing load spectrum based on typical working condition data acquisition and velocity distribution is presented to improve the authenticity and effectiveness of customer ...

Behavior of taxi customers in hailing vacant taxis: a nested logit model for policy analysis

SummaryThis study models and examines the taxi customers' preferences for hailing vacant taxis on streets. A stated preference survey was conducted to randomly select and interview 1242 taxi customers at taxi stands and pedestrians on streets, who had experiences of taking taxis recently, about their choices under different given hypothetical scenarios. In total, 4968 observations were collected and used for developing the discrete choice models for the analysis. To account for the potential correlations among alternatives, two nested logit models are developed, calibrated, and compared with a standard multinomial logit model in the investigation. The results of likelihood ratio test demonstrate that one of the developed nested logit models is better than the standard multinomial logit model to describe the search behavior of taxi customers. The model results also show that the walking time to and the waiting time at the location for hailing taxis, the extra travel time to the destination because of local circulation for finding a way from the pickup location heading to a passenger's destination, as well as the taxi customers' perceptions for walking to and waiting at taxi stands were found as significant factors to influence their decisions. In addition, the results of market segmentation analysis illustrate the variations in taxi‐search strategies of taxi customers in different districts and regions. Some policy implications on introducing more taxi stands and improving the utilization rates of taxi stands are also discussed. We believe that the proposed models, findings, and discussion are useful for developing micro‐simulation models to evaluate the performance of road traffic networks with taxi services and developing simulation‐based optimization models to answer policy questions related to taxi services. Copyright © 2015 John Wiley & Sons, Ltd.

Why Do We Tip Taxicab Drivers?

The leading economic explanation for tipping - that is, explanation why the practice is socially beneficial, not why individuals leave tips even though it is not narrowly advantageous to them - is that it confers an incentive to provide personal services. This fits many instances in which tipping is common but does not fit the taxicab business very well. I propose a novel explanation for tipping that does fit the taxi case. It is that tipping amounts to Lindahl pricing of the services of vacant cabs (essentially, reduced waiting time), a local public good for taxi customers.