The study is carried out in order to evaluate the relationship between the constraints that influence Customer Delight and Service Quality, for which Customer Satisfaction acts as mediator and Interaction Quality playing moderating role between SERVQUAL and Customer Satisfaction. For the purpose of data collection and analysis questionnaires were dispersed through convenience sampling technique, obtaining 83.33% response rate and, processed by running several statistical tests to find out the relevant data outcomes. There is an indication of positive results as entries were evaluated, which specify that there is direct relation between the variables. Study focuses on the by-road transportation services excluding cabs or for a single person's hiring of private vehicle. Hence, limited to provision of public travelling services within the city and also across the city. Research work will fill the area where the customer delight and satisfaction needs to be the prior by enhancing service interaction quality and service quality. And will serve this field as a new contribution and positive outcomes to this sector.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.