THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR
This study is aimed to measure and compare the service quality of mobile app-based taxi service companies in Kuala Lumpur Malaysia. For mobility in Kuala Lumpur, there are multiple options, e.g., Meter taxi, Transportation Network Companies (TNC) like Grabe and public transportation services. The la...
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doaj-ba93a9a1c2b941c2b0786b1398285a0e2020-11-25T01:24:53ZengUniversity of KragujevacProceedings on Engineering Sciences2683-41112019-12-0112495810.24874/PES01.02.006THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPURMuhammad Farooq0Waqas Ali1Waqar Younas2Faisal Khalil-ur-Rehman3Qasim Ali Qurashi4Limkokwing University of Creative Technology, Cyberjaya, MalaysiaLimkokwing University of Creative Technology, Cyberjaya, MalaysiaLimkokwing University of Creative Technology, Cyberjaya, MalaysiaLimkokwing University of Creative Technology, Cyberjaya, MalaysiaNorthern University of Malaysia, Kidah, MalaysiaThis study is aimed to measure and compare the service quality of mobile app-based taxi service companies in Kuala Lumpur Malaysia. For mobility in Kuala Lumpur, there are multiple options, e.g., Meter taxi, Transportation Network Companies (TNC) like Grabe and public transportation services. The latest, most often used service in urban areas are mobile app-based taxi services. The newest cab service has multiple benefits over traditional taxi service, which mainly includes convenience and security. However, in literature, There are very few studies focused on service quality of these companies. Very few studies already conducted has used old service, quality models. the newest service quality models are least validated in the context of mobile app-based taxi service companies. Therefore , this study has selected EtailQ model to measure the service quality of the companies. An online questionnaire adapted from eTailQ provided was designed and shared with the user of the top two taxi service providers, Grabe, and My car. The study has investigated four quality parameters: website design, reliability, privacy/security, and customer service. The study contributes to academia to validate the ETailQ model. The practitioners of the industry will also find it useful to improve the essential parameters of service quality as per the expectations of their users.http://pesjournal.net/journal/v1-n2/6.pdfetailqservice qualitykuala lumperwebsite designreliability |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Muhammad Farooq Waqas Ali Waqar Younas Faisal Khalil-ur-Rehman Qasim Ali Qurashi |
spellingShingle |
Muhammad Farooq Waqas Ali Waqar Younas Faisal Khalil-ur-Rehman Qasim Ali Qurashi THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR Proceedings on Engineering Sciences etailq service quality kuala lumper website design reliability |
author_facet |
Muhammad Farooq Waqas Ali Waqar Younas Faisal Khalil-ur-Rehman Qasim Ali Qurashi |
author_sort |
Muhammad Farooq |
title |
THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR |
title_short |
THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR |
title_full |
THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR |
title_fullStr |
THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR |
title_full_unstemmed |
THE ERA OF TRANSFORMATIVE MARKETING: SERVICE QUALITY OF MOBILE APP BASED TAXI SERVICES IN KUALA LUMPUR |
title_sort |
era of transformative marketing: service quality of mobile app based taxi services in kuala lumpur |
publisher |
University of Kragujevac |
series |
Proceedings on Engineering Sciences |
issn |
2683-4111 |
publishDate |
2019-12-01 |
description |
This study is aimed to measure and compare the service quality of mobile app-based taxi service companies in Kuala Lumpur Malaysia. For mobility in Kuala Lumpur, there are multiple options, e.g., Meter taxi, Transportation Network Companies (TNC) like Grabe and public transportation services. The latest, most often used service in urban areas are mobile app-based taxi services. The newest cab service has multiple benefits over traditional taxi service, which mainly includes convenience and security. However, in literature, There are very few studies focused on service quality of these companies. Very few studies already conducted has used old service, quality models. the newest service quality models are least validated in the context of mobile app-based taxi service companies. Therefore , this study has selected EtailQ model to measure the service quality of the companies. An online questionnaire adapted from eTailQ provided was designed and shared with the user of the top two taxi service providers, Grabe, and My car. The study has investigated four quality parameters: website design, reliability, privacy/security, and customer service. The study contributes to academia to validate the ETailQ model. The practitioners of the industry will also find it useful to improve the essential parameters of service quality as per the expectations of their users. |
topic |
etailq service quality kuala lumper website design reliability |
url |
http://pesjournal.net/journal/v1-n2/6.pdf |
work_keys_str_mv |
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