Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India

  •  Kiran Sharma    
  •  Saptarshi Das    


The construct of service quality as enunciated by Parasuraman, A., Zeithaml, V. A., & Berry, L. L (1985) has been widely studied across various industries. In the recent years, India has witnessed a sudden growth in travel with the advent of the radio cabs service providers. While service quality has been studied as a construct in a multitude of services very minimal research has happened yet on the radio cabs, which makes this a unique study of its kind. The study was undertaken on customers of various radio cabs in India to assess the aspects that they were looking foremost while making use of the radio cab services in India. From a pragmatic viewpoint it may be construed that by understanding influences of various variables on customer satisfaction, marketers are likely to envisage and plan the actions in leveraging the services. The objective in the present study is to identify whether the dimensions of service quality particularly influences a customers’ satisfaction.

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