Abstract:
Purpose: To customer satisfaction of online analyse the impact of service quality practices
transportation services
Methodology and Design: The questionnaire survey methodology was adopted to collect the
responses ofUber and Airlift customers. The questionnaire was designed on the GOOGLE Forms
and distributed through email and WhatsApp messages. The questionnaire was distributed to 384
respondents, whereas 380 responses were selected because 4 respondents choose other services
instead ofUber and Airlift. The comparative analysis was adopted to receive the equal number of
responses for Uber and Airlift. The data was analysed using the SPSS Version 20 tool by
conducting correlation and regression analysis.
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Findings: The data collected from both Uber and Airlift data confirmed that price is the most
important element within ride sharing industry in Pakistan. This is the reason that Uber and Airlift
data failed to show any relationship of price independent variable with customer satisfaction
variable. The remaining three hypotheses were accepted which showed time reliability, driver
professionalism, and application convenience of Uber and Airlift are helping to improve the
customer satisfaction.
Limitations: limitations in terms of collecting the data in the time of COVID-19 pandemic and
lack of communication with respondents
Recommendations: The recommendations included improvement of price structure, time
reliability, application convenience, training programmes, and driver professionalism.
