Factors That Satisfy the Users of App Cabs in a Covid Stricken Nation: An Insight Into Urban India

Abstract

The SARS Co V19 virus touched India in early 2020 and by March 20 the entire nation was in the process of observing a strict lockdown. The Covid 19 protocol in urban India came with a slew of restrictions on the citizens’ movement and traffic within cities. In May 2020, the lockdown was eased and the App Cab businesses of the Transportation Sector issued instructions to combat the pandemic while yet ferrying urban commuters efficiently, such as the compulsory sanitization of vehicle after each trip and a stringent check on the health records and hygiene levels of their drivers. In this paper, the 22- item multidimensional SERVQUAL instrument was used to generate an initial construct and Exploratory Factor Analysis revealed an underlying construct throwing light n the drivers of user satisfaction with relation to App Cab commute in Indian cities. KEY WORDS: Construct, Covid 19, Pandemic, App Cab, Customer Satisfaction, SERVQUAL