Chapter 2 Thesis
Chapter 2 Thesis
Chapter 2 Thesis
Chapter 2
The relationship between service quality and customer satisfaction has been
SERVQUAL model, which evaluates service quality through five key dimensions—
Uber and Careem services. The study identified that reliability, defined as the consistent
service, were the most influential dimensions impacting customer satisfaction. When
these expectations were not met, customer dissatisfaction and diminished loyalty
followed. The study further emphasized the importance of assurance (competence and
to building customer trust and long-term engagement (Murad, Al-Kayem, Manasrah, Abu
the city's heavy traffic congestion and safety concerns. The study also revealed that
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tangibility, particularly the physical condition of the motorcycle and the driver’s
research reinforced the idea that reliability and safety are critical in shaping customer
motorcycle taxis are more exposed to risks compared to enclosed vehicles (Nurhadi,
between service quality and customer satisfaction. This theory posits that customers are
more likely to remain loyal when the perceived benefits outweigh the costs. In
routes, and enhanced safety are seen as critical contributors to customer satisfaction
the SERVQUAL model across multiple countries. Their findings indicated that
responsiveness and reliability were universally important, but the local infrastructure and
traffic conditions significantly influenced the relative importance of these dimensions. For
whereas in more developed regions, responsiveness is given more weight (Chou, Lee, &
Wang, 2022).
hailing services. The integration of mobile applications for booking, payment, and
feedback has introduced new dimensions of customer satisfaction. Studies have shown
that the ease of using digital platforms, the security of digital payments, and the reliability
service quality. These digital features, although not part of the original SERVQUAL
model, have become essential in today’s service landscape (Prastika, 2023; Zhang,
are the most influential dimensions of service quality across different modes of
transportation. However, in the case of motorcycle taxis, tangibility, and safety hold a
more prominent role due to the open-air nature of the service and the associated risks.
While the SERVQUAL model remains broadly applicable, local contexts such as
infrastructure quality and safety concerns significantly affect the relative importance of its
the unique service quality dynamics of motorcycle taxis in Metro Manila, particularly
through localized studies that account for demographic and environmental factors
References:
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Chou, J., Lee, Y., & Wang, Y. (2022). The role of service quality in ride-hailing customer
Mangco, K. (2023). Motorcycle taxi services in Metro Manila: Service quality and
https://ncts.upd.edu.ph/tssp/wp-content/uploads/2024/01/TSSP2023-04-
Mangco.pdf
Murad, S., Al-Kayem, A., Manasrah, A., Abu Halemah, N., & Qusef, A. (2019). Exploring
the relationship between service quality and customer satisfaction in Uber and
Engineering (IJITEE).
https://www.researchgate.net/publication/333725284_Exploring_the_Relationshi
p_between_Service_Quality_and_Customer_Satisfaction_in_Uber_and_Caree
m_in_Jordan
Nurhadi, D., Sulistyo, A., & Rizqi, A. (2023). Analyzing customer satisfaction in
ScienceDirect.
https://www.sciencedirect.com/science/article/pii/S2213624X23001931
Zhang, T., Wang, X., & Zhao, Y. (2021). The impact of mobile apps on customer
Innovation. https://doi.org/10.4067/S0718-27242021000400009
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