Service quality dimensions of ride-sourcing services in Indian context

Abstract

Purpose

This paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context.

Design/methodology/approach

The service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further, the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.

Findings

The service quality dimensions of ride-sourcing services are identified: comfort, internal environment, safety and personnel, mobile convenience and reliability, mobile system efficiency and availability, mobile customer service and billing and mobile security and privacy.

Research limitations/implications

The various dimensions are identified to measure service quality of ride-sourcing services in India. So, these dimensions can be tested for ride-sourcing services of countries having similar culture as India.

Practical implications

The proposed dimensions can be used as a diagnostic tool to identify and compare important criteria for service quality of ride-sourcing services.

Originality/value

Most relevant studies about dimensions of service quality for ride-sourcing services do not have stable factor structure. The dimensions identified include the traditional taxi service quality and mobile app service quality, which are not covered in current literature.

Citation

Shah, T.R. (2021), "Service quality dimensions of ride-sourcing services in Indian context", Benchmarking: An International Journal, Vol. 28 No. 1, pp. 249-266. https://doi.org/10.1108/BIJ-03-2020-0106