The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia

This research intended to compare the impact of service quality, particularlyreliability, assurance, tangibles, empathy, responsiveness, waiting time, and valence,towards customer satisfaction between taxi and Gra...

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Main Author:	Choy, Johnn Yee
Format:	thesis
Language:	eng
Published:	2023
Subjects:	HF Commerce
Online Access:	https://ir.upsi.edu.my/detailsg.php?det=10484
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institution	Universiti Pendidikan Sultan Idris
collection	UPSI Digital Repository
language	eng
topic	HF Commerce
spellingShingle	HF Commerce Choy, Johnn Yee The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
description	<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>
format	thesis
qualification_name
qualification_level	Doctorate
author	Choy, Johnn Yee
author_facet	Choy, Johnn Yee
author_sort	Choy, Johnn Yee
title	The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
title_short	The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
title_full	The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
title_fullStr	The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
title_full_unstemmed	The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia
title_sort	relationship between service quality and customer satisfaction for taxi and grab car services in malaysia
granting_institution	Universiti Pendidikan Sultan Idris
granting_department	Fakulti Pengurusan dan Ekonomi
publishDate	2023
url	https://ir.upsi.edu.my/detailsg.php?det=10484
_version_	1804890560163479552
spelling	oai:ir.upsi.edu.my:104842024-06-24 The relationship between service quality and customer satisfaction for taxi and grab car services in Malaysia 2023 Choy, Johnn Yee HF Commerce <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> 2023 thesis https://ir.upsi.edu.my/detailsg.php?det=10484 https://ir.upsi.edu.my/detailsg.php?det=10484 text eng closedAccess Doctoral Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi <p>Aaker, D.A. & Jacobson, R. (1994). The financial information content of perceived quality. Journal of Marketing Research, 31, 191-201.</p><p></p><p>Aaker, D.A., Kumar, V. & Day, G.S. (2007). Marketing research (9th ed.). New York: John Wiley & Sons.</p><p></p><p>Aarhaug, J. (2016). 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