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Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India

Author

Listed:
  • Kiran Sharma
  • Saptarshi Das

Abstract

The construct of service quality as enunciated by Parasuraman, A., Zeithaml, V. A., & Berry, L. L (1985) has been widely studied across various industries. In the recent years, India has witnessed a sudden growth in travel with the advent of the radio cabs service providers. While service quality has been studied as a construct in a multitude of services very minimal research has happened yet on the radio cabs, which makes this a unique study of its kind. The study was undertaken on customers of various radio cabs in India to assess the aspects that they were looking foremost while making use of the radio cab services in India. From a pragmatic viewpoint it may be construed that by understanding influences of various variables on customer satisfaction, marketers are likely to envisage and plan the actions in leveraging the services. The objective in the present study is to identify whether the dimensions of service quality particularly influences a customers’ satisfaction.

Suggested Citation

  • Kiran Sharma & Saptarshi Das, 2017. "Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 192-192, June.
    • Handle: RePEc:ibn:ijbmjn:v:12:y:2017:i:7:p:192
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    References listed on IDEAS

    as
    1. Gronroos, Christian & Ojasalo, Katri, 2004. "Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services," Journal of Business Research, Elsevier, vol. 57(4), pages 414-423, April.
    2. Sunayna Khurana, 2014. "The Relationship Between Service Quality and Customer Satisfaction: An Empirical Study of the Indian Banking Industry," The IUP Journal of Bank Management, IUP Publications, vol. 0(4), pages 51-62, November.
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    Cited by:

    1. Kumar, Akshay & Gupta, Akshay & Parida, Manoranjan & Chauhan, Vivek, 2022. "Service quality assessment of ride-sourcing services: A distinction between ride-hailing and ride-sharing services," Transport Policy, Elsevier, vol. 127(C), pages 61-79.
    2. Nurfirda Sofia Silviana & Rofiaty & Astrid Puspaningrum, 2022. "The effect of customer experience of trust and e-service quality on customer loyalty with customer satisfaction as a research mediation variable in Tokopedia e-commerce: A study case on new students i," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(6), pages 600-608, September.

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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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