The correlation between customer satisfaction and service quality in jordanian uber & careem

Abstract

Customer satisfaction is a great concern for all companies in all sectors, to measure customer satisfaction it is necessary to measure the service quality to examine the relationship among them. In this paper, SERVQUAL model is used to measure service quality and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability) in customer satisfaction on intelligent transport applications (Uber & Careem) in Jordan by conducting an online questionnaire. The archived results show that Reliability has a high degree of importance on the impact of customer satisfaction and 89.2 % of the sample prefer to use Uber & Careem smart app rather than traditional taxis.