SERVICE QUALITY EVALUATION OF APP-BASED TRANSPORT SERVICES – AN EMPIRICAL ANALYSIS USING SSTQUAL

Abstract

Digitization has brough paradigm shift in the way the customers are interacting with the service platforms through technology-based applications.  Self-service technology (SST) is changing the landscape of service economy and Cab services in transport is no exception to it.  Thus, it is necessary to evaluate the service quality of such applications using appropriate service quality dimensions associated with SST platform.  The present study is an attempt to evaluate the service quality dimensions using SSTQUAL scale for Ola and Uber, the major cab services in India.  The study includes 121 users of online cab service in Nagpur area which is Central part of India.  The study concludes that enjoyment, security and assurance are the most important dimensions for CSAT that must be taken care of in case of Ola and enjoyment and security in case of Uber.  Functionality, enjoyment and assurance are found to be important dimensions for CBI in Ola and security is found to be important dimensions that must be taken care of by Uber for higher CBI.