Passenger's satisfaction with service quality of app-based ride hailing services in developing countries: Case of Lahore, Pakistan

Shah, Syed Arif Hussain; Hisashi, Kubota

doi:10.1016/j.eastsj.2022.100076

Cited by 9 publications

(4 citation statements)

References 32 publications

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“…There are different attributes or factors for addressing passenger satisfaction, such as efficiency, security, convenience, amenity 19 , network design, service reliability and professionalism 20 , connectivity, cleanliness, station facilities, operations 21 , to name a few. In the present research work, the evaluation of the service experience is not only based on rational aspects (such as the trip cost), but also subjective aspects related to the on-route passenger's experience, that is, what kind of streets conform the travel route.…”

Section: Introductionmentioning

confidence: 99%

Bio-inspired artificial somatic index for reflecting the travel experience of passenger agents under a flexible transportation scenario

Cabrera-Paniagua,

Flores,

Rubilar-Torrealba

et al. 2023

Sci Rep

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This work analyzes the implementation of an artificial mechanism inspired by a biological somatic marker that ables a passenger agent to both, react to changes in the service, as well as keep said reactions as a memory for future decisions. An artificial mental model was designed, and the passenger agent was implemented as an autonomous decision-making system, where both, the choice of the transport operator and the evaluation of the received service were fully delegated to the system. The evaluation of the service experience is not only based on rational aspects (such as the cost of the trip) but also on subjective aspects related to the satisfaction level derived from the passenger's experience. The experimental scenario considered 10,000 trip requests simulated within an artificial map that emulates characteristics that are usually present in a city, such as vehicular congestion, the unsafety of certain streets, or the benefits of an area with tourist interest. The results show that the option to travel under a transport operator with a touristic profile is a trend. Unlike current cases in the industry, this research work explores the scenario where the passenger can have as a client a trip profile with memory, differentiated from other clients, and can receive more than one trip proposal for the same trip request, according to the different conditions that the passenger is looking for.

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Section: Introductionmentioning

confidence: 99%

Bio-inspired artificial somatic index for reflecting the travel experience of passenger agents under a flexible transportation scenario

Cabrera-Paniagua,

Flores,

Rubilar-Torrealba

et al. 2023

Sci Rep

View full text Add to dashboard Cite

show abstract

“…Online transportation are becoming increasingly popular nowadays (Shah & Kubota, 2022), influenced by advances in information technology (Nguyen-Phuoc et al, 2022). Online transportationis a service where users of internet booking tools can request rides from privately owned cars (Su et al, 2021).…”

Section: A Introductionmentioning

confidence: 99%

“…Online transportationis a service where users of internet booking tools can request rides from privately owned cars (Su et al, 2021). The online transportation service utilizes the global positioning system (GPS) to enable users to find the nearest vehicle using an application installed on a smartphone (Shah & Kubota, 2022;Shaheen & Cohen, 2019). Drivers who are application members and receive travel orders can immediately pick them up according to the location point provided by the user (Shen et al, 2015).…”

Section: A Introductionmentioning

confidence: 99%

Trust Transfer in Online Transportation

Made Purnami

2023

Eksis

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Building trust in online transportation services is crucial due to the inherent unfamiliarity between customers and drivers. This study specifically aims to explore the dynamics of trust transfer within the realm of online transportation and its subsequent impact on fostering customer loyalty. The population in this study consists of online transportation users in Bali. The number of samples examined is 300 individuals using purposive sampling method. Data collection was executed through an online platform utilizing a Google form. Subsequently, the collected data underwent analysis using Smart PLS. The study's outcomes are noteworthy, indicating that: (1) Trust in the application has a positive effect on building trust in drivers; (2) Trust in the application significantly influences and promotes customer loyalty; (3) Trust in drivers plays a pivotal role in increasing customer loyalty; and (4) Trust in drivers acts as a partial mediator in the relationship between trust in the application and trust in drivers. These findings contribute valuable insights into the intricacies of trust dynamics within the online transportation sector.

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“…The mobility service industry in Indonesia is a staple because it helps consumer mobility to move from the starting point to the final destination and has an impact on the global economy (Labee et al, 2022). The digital era has succeeded in bringing technological changes to the online transportation industry, namely the existence of ride sharing services because of the convenience in hiring drivers to take consumers, reducing congestion, being flexible (Shah & Kubota, 2022), drivers and users are also integrated in real time on a system (Shibayama & Emberger, 2020), so that from these various benefits, competition in the digital-based ridehailing market enters the competitive market realm, so that more and more similar services emerge and compete to show their best service (Chen et al, 2022). The online transportation market in Indonesia is the market with the largest value compared to other ASEAN countries, reaching $8 billion by 2022 .…”

Section: Introductionmentioning

confidence: 99%

Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

Putra,

Hendayani,

Hidayah

2023

J. Professional Business Review

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Purpose: The purpose of this study was to identify the factors that influence customer loyalty to indrive application users in the city of Bandung, Indonesia using IPMA analysis on SmartPLS Theoretical framework: This research is a development of theoretical aspects of the online transportation industry in Indonesia which consists of app design and trust variables as moderator variables between e-service quality and customer satisfaction. Then there is price, value for money and perceived quality which affect customer satisfaction, and customer satisfaction will affect customer loyalty. Design/methodology/approach: This study uses a quantitative method with data sources derived from surveys through the distribution of online questionnaires to 160 inDrive application users. The data analysis technique used is SEM-PLS and IPMA Analysis using SmartPLS software. Findings: Customer satisfaction is the variable that most influences customer loyalty of inDrive application users in Bandung based on IPMA Analysis, because it has the highest performance value when compared to other variables Research, Practical & Social implications: InDrive management must pay attention to customer satisfaction for each inDrive application user in the city of Bandung in order to achieve, maintain the consistency and sustainability of the inDrive company in the city of Bandung to maintain customer loyalty. Originality/value: The study is the first study conducted to analyze the factors that influence customer loyalty in indrive application users in the Bandung City, Indonesia, so that it can be a reference and additional reference on academic knowledge and managerial aspects.

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Passenger's satisfaction with service quality of app-based ride hailing services in developing countries: Case of Lahore, Pakistan

Cited by 9 publications

References 32 publications

Bio-inspired artificial somatic index for reflecting the travel experience of passenger agents under a flexible transportation scenario

Bio-inspired artificial somatic index for reflecting the travel experience of passenger agents under a flexible transportation scenario

Trust Transfer in Online Transportation

Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

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