The Who, When and Why of Uber Trips in Dhaka: A Study from Users’ Perspective

Afroj, Sadia; Hasan, Md. Musleh Uddin; Fuad, Nafis

doi:10.1007/s40890-022-00160-9

Cited by 1 publication

(1 citation statement)

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“…According to Bangladesh Road Transport Authority (BRTA), thousands of city residents are served by 24 ride-sharing businesses. A business analysis of IDLC Finance Ltd published in June 2018 predicted that 500,000 commuters chose to hail cabs via apps in November 2017 (Afroj, Hasan, Uddin, & Fuad, 2022;Rajesh, 2021). More than 100,000 people in Bangladesh have ride-sharing jobs, demonstrating the sector's influence on employment (Karim, Muhibbullah, Ulfy, & Hossain, 2020).…”

Section: Introductionmentioning

confidence: 99%

Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh

Sikder¹,

Rana²,

Polas³

2021

amor

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Purpose: This study aimed to examine and evaluate the factors affecting Bangladeshi ride-sharing consumers' satisfaction levels. Research methodology: The samples comprised 386 users of this application in Dhaka city selected using a convenience random sampling technique. The data obtained using a survey questionnaire were evaluated using Smart PLS 3.0. Furthermore, six hypotheses were developed to realize the objectives. This study used a positivist research methodology. Results: The results showed a positive and significant relationship between tangibility, responsiveness, empathy, price fairness, and customer satisfaction. There is no conventional relationship between reliability and assurance of customer satisfaction. Limitations: Customer satisfaction is vast, and this study only examined ride-sharing services in Dhaka city using SERVQUAL dimensions, which restricts the generalizability of the results. Contribution: The findings would help the service providers participating in this operation better understand the appropriate actions to improve their commuter services. Keywords: 1. SERVQUAL 2. Ride-Hailing 3. Bangladesh 4. customer satisfaction 5. tangibility 6. responsiveness

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Section: Introductionmentioning

confidence: 99%