Validating the Measuring Instrument for the Service Quality, Price and Comfort on Customer Satisfaction Towards Ride Hailing Service in Malaysia

Abstract

Recently transportation become immense growth due to smartphone identify as the tool that cannot be separate with individuals around the world. Therefore, individuals become convenience since they capable to connect ride hailing services through their mobile device application. Several functions from ride hailing application provide ease not only limited for passengers and it includes drivers. For passenger, this application allows discerning the reachable location by cars and taxis while drivers capable to detect ready-to-travel passengers and suitable payment method. This study is to validate the measurement instrument for the service quality, price and comfort on customer satisfaction towards ride hailing services in Malaysia. A quantitative approach was applied, and 150 responses who are among the younger generation has been contacted in Klang Valley area. Overall, the finding show that the instruments are relevant and suitable for the actual data collection process.