Price, service quality, customer trust and safety influence towards customer satisfaction on online transportation

Fong Shi Kanga and Abdul Kamal Char and Geoffrey Harvey Tanakinjal and Bonaventure Boniface and Alesia Sigang Gukang and Liew Anak Lubang (2023) Price, service quality, customer trust and safety influence towards customer satisfaction on online transportation. Labuan Bulletin of International Business &Finance, 21. pp. 78-90.

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Abstract

This study intends to fill a vacuum in prior research by investigating the effect of pricing, service quality, customer trust, and safety on consumer satisfaction in online transportation. The data was obtained using a Google form and the hypotheses were tested using the Statistical Package for the Social Sciences (SPSS) version 26. According to the findings, price has a big impact on customer satisfaction when it comes to online transportation. This study's findings differ with the previous study's findings, which revealed that pricing has an insignificant effect on consumer satisfaction. The findings also demonstrate that the quality of service has a major impact on consumer satisfaction in online transportation. The findings also reveal that safety has a big impact on customer satisfaction when it comes to online transportation. The limitation of this study is that it only has four independent variables, which are pricing, service quality, customer trust, and safety, and the respondents are limited to 200. Future research can include more factors that influence consumer satisfaction with online transportation, and the number of respondents can be increased, allowing future researchers to obtain different conclusions from this study.

Item Type:	Article
Keyword:	Customer satisfaction, e-hailing, transportation, trust, price, service quality, safety
Subjects:	H Social Sciences > HB Economic theory. Demography > HB1-3840 Economic theory. Demography > HB221-236 Price H Social Sciences > HE Transportation and Communications > HE1-9990 Transportation and communications > HE9761-9900 Air transportation. Airlines
Department:	FACULTY > Labuan Faculty of International Finance
Depositing User:	SITI AZIZAH BINTI IDRIS -
Date Deposited:	22 Sep 2023 15:55
Last Modified:	22 Sep 2023 15:55
URI:	https://eprints.ums.edu.my/id/eprint/37276

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