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.