Investigating The Effect of Service Quality on Customer Satisfaction Case Study: Ride-Hailing Service in Malaysia

Abstract

This study investigates the effect of service quality, price, and comfort on customer satisfaction towards ride-hailing services in Malaysia since several issues were identified. These include drivers always cancel booking from passengers and scheduled price surging due to drivers not available causes customers to not be satisfied with the ride-hailing service in Malaysia. This study focuses on identifying the relationship of service quality, price, and comfort affecting customer satisfaction towards ride-hailing services in Malaysia. This study was designed in a quantitative approach, and 250 responses were collected by using the questionnaire that has been contracted and distributed to the respondents who are among the younger generation in the area of Klang Valley selected through nonprobability, judgment sampling method. Overall, the finding showed the entire hypothesis accepted. In conclusion, service quality, price and comfort are some of the key factors to create customer satisfaction.