To Study the Service Gap Between Customer Perceptions and Expectations in Services Provided by Cab Aggregators

Abstract

The most important objective of service quality is the retention of the customer to provide repeatability of services through customer satisfaction. Since customer perceptions and expectations affect the service quality, this study helps to understand and identify the service quality gaps in services provided by cab aggregators to customers in India using SERVQUAL Gap Analysis between perception and expectation. The main objective of this chapter is to understand, study, and compare the customer perception and expectations from customers using services of the cab aggregators within India to identify the areas of service quality gaps. Primary data was collected from 495 respondents from various cities across different demographic variables such as gender, age, income, education, and occupation. The responses were taken using Google Forms, which is consolidated in an Excel sheet. It is suggested to also create a service quality framework for cab aggregators on the basis of service quality gaps identified in the current study.