The Determinants of Service Quality and Customer Satisfaction in Malaysian E-Hailing Services

Abstract

This paper seeks to discuss the role of service quality (perceived ease of use, security, and perceived value) in affecting customer satisfaction among Malaysia e-hailing users. E-hailing services have become almost inseparable in today’s transportation sector. This growth is stimulated by a variety of factors including social distancing, affordable price, trending lifestyle, more usage of e-hailing service capabilities, and robust business strategies by e-hailing providers. This paper suggests that all the service quality variables namely perceived ease of use, security, and perceived value, have positive significant effect on customer satisfaction specifically among e-hailing users in Malaysia. Thus, companies are required to embrace the variables that, in turn, will enable them to develop effective and efficient plans that incorporate the criteria described to increase the level of customer satisfaction.