CABS SERVICE QUALITY INFLUENCE ON CUSTOMER SATISFACTION – A STUDY CONDUCTED ON MAJOR CAB AGGREGATORS IN BENGALURU, INDIA

Abstract

The aim of the present study is to determine relationship between the quality of service and customer satisfaction for cab services in Bengaluru city in India. For this, six variables were identified, namely comfort, safety, affordability, extent of service, driver’s behaviour and reliability. Pearson’s correlation test showed that all the variables were positively correlated with customer satisfaction. Six hypotheses were tested to study the effects of these variables on customer satisfaction. Multiple regression showed that the variables exerted a significant effect on customer satisfaction. As much as 97% variance in the customer satisfaction could be explained with the help of six variables that were tested