e-Hailing from Service Quality Perspective: A Malaysian Based Study

Mohamed Razi, Mohamed Jalaldeen and Mohd Tamrin, Mohd Izzuddin and Mohd Nor, Rizal (2021) e-Hailing from Service Quality Perspective: A Malaysian Based Study. In: 2021 International Conference on Software Engineering & Computer Systems and 4th International Conference on Computational Science and Information Management (ICSECS-ICOCSIM), Pekan, Pahang.

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Abstract

On-demand vehicle acquisition with a driver on internet-based platform (e-hailing) has become one of the standard transport modes nowadays. Accordingly, different stakeholders have shown high interest in this concept, including the research community; thus, several types of research have been carried out from different perspectives. The current researchers investigate this phenomenon from Service Quality Perspective. Finding the antecedents of user/passenger use intention is the main objective of this study. A conceptual framework was developed mainly based on RECSA model. Affordability, Reliability, Safety, and Service were considered as the antecedents of customer intention to use. The proposed model was tested using data collected from 352 Malaysian university students. The outcome of the path analysis performed using SMART PLS (3.0) proved that all four factors considered in this study are statistically significant antecedence of user intention.

Item Type:	Conference or Workshop Item (Invited Papers)
Uncontrolled Keywords:	e-hailing, Service Quality, Malaysia, RECSA
Subjects:	T Technology > T Technology (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology > Department of Computer Science Kulliyyah of Information and Communication Technology > Department of Computer Science Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System
Depositing User:	Mohd Izzuddin Mohd Tamrin
Date Deposited:	24 Sep 2021 16:21
Last Modified:	13 Oct 2021 09:59
URI:	http://irep.iium.edu.my/id/eprint/92367

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