The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
<p>This research intended to compare the impact of service quality, particularly</p><p>reliability, assurance, tangibles, empathy, responsiveness, waiting time, and valence,</p><p>towards customer satisfaction between taxi and Gra...
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| Format: | thesis |
| Language: | eng |
| Published: |
2023
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=10484 |
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| Summary: | <p>This research intended to compare the impact of service quality, particularly</p><p>reliability, assurance, tangibles, empathy, responsiveness, waiting time, and valence,</p><p>towards customer satisfaction between taxi and Grab Car services in Malaysia. The</p><p>research also aimed at comparing significant difference in service quality and</p><p>customer satisfaction between both. Development of the research framework is based</p><p>on adaptation of the Parasuramans SERVQUAL model and Grnrooss Two-</p><p>Dimensional model. Quantitative research via self-administrated questionnaire survey</p><p>was adopted in this research. A total of 384 surveys were collected from local tourists</p><p>who had used local taxi and Grab Car in Selangor, Kuala Lumpur, Johor, Penang, and</p><p>Perak. The target respondents were screened using quota sampling technique where</p><p>location is used as the control category in the first stage and the second stage is based</p><p>on judgment. Measurement and structural model are incorporated in the data analyses</p><p>and the research hypotheses were tested through the Partial Least Square Structural</p><p>Equation Modeling (PLS-SEM). Except for waiting time in taxi where the p-value is</p><p>0.873, all the service quality dimensions has significant impact on customer</p><p>satisfaction in taxi and Grab Car with p-value less than 0.05. The R2 for taxi is 0.633</p><p>while Grab Car is 0.640. Besides, the most important service quality factor for taxi is</p><p>reliability while for Grab Car is responsiveness. Moreover, Grab Car is found to have</p><p>significant difference in service quality and customer satisfaction which is greater</p><p>than taxi. In conclusion, this research showed a significant difference exists between</p><p>service quality and customer satisfaction in taxi and Grab Car. This research provide</p><p>implications to taxi and Grab Car services in which customer evaluate service quality</p><p>differently between both services which influence their satisfaction. Also, this study</p><p>enhances knowledge and literature in the service quality area by providing more</p><p>comprehensive model and its determinants.</p> |
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