Relationship Between the Service Quality of Ride-Hailing Software and Customer Satisfaction

Abstract

In today's ride-hailing industry, customer satisfaction is a very important indicator. It can reflect the quality of service provided by ride-hailing software. In recent years, there have been frequent news reports indicating that the quality of ride-hailing is not good, which has led to many customers being dissatisfied with the services of ride-hailing software. The purpose of this study is to explore the relationship between the quality of service of ride-hailing software and customer satisfaction. This study mainly explores the quality of service of ride-hailing software from five aspects: tangibility, assurance, reliability, empathy, and responsiveness. The investigation is conducted through deductive investigation and questionnaire survey. The research method adopted is convenience sampling. Underpinning theory is expectation confirmation theory. The population is selected from Johor Bahru, a total of 1.7 million people. The sample size is 385. In this study, SPSS software was used to analyze the data descriptively, reliability-validity analysis, correlation analysis and multiple regression analysis. The response rate of the questionnaire was 96.25%. This study proves that for Grab, the five dimensions of service quality (tangibility, assurance, reliability, empathy and responsiveness) are significantly positively correlated with customer satisfaction.