e-Hailing from Service Quality Perspective: A Malaysian Based Study

Abstract

On-demand vehicle acquisition with a driver on internet-based platform (e-hailing) has become one of the standard transport modes nowadays. Accordingly, different stakeholders have shown high interest in this concept, including the research community; thus, several types of research have been carried out from different perspectives. The current researchers investigate this phenomenon from Service Quality Perspective. Finding the antecedents of user/passenger use intention is the main objective of this study. A conceptual framework was developed mainly based on RECSA model. Affordability, Reliability, Safety, and Service were considered as the antecedents of customer intention to use. The proposed model was tested using data collected from 352 Malaysian university students. The outcome of the path analysis performed using SMART PLS (3.0) proved that all four factors considered in this study are statistically significant antecedence of user intention.