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The Effect of Service Quality on Customer Satisfaction on Application-Based Taxi Service (The Case of Ride)

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dc.contributor.advisor Wuhib, Tewodros (Assistant Prof.)
dc.contributor.author Birhane, Kidist
dc.date.accessioned 2022-05-13T07:50:46Z
dc.date.available 2022-05-13T07:50:46Z
dc.date.issued 2022-01
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/31643
dc.description.abstract Customer satisfaction has been a subject of great interest to organizations and researchers. In recent years, organizations are obliged to render more on services in addition to their offers. The quality of service has become an aspect of customer satisfaction. The main purpose of this study is to examine how service quality dimensions within RIDE taxis affect customer satisfaction. The target population and sampling frame match and samples are readily available to the research, the researcher used a convenience sampling technique to collect quantitative data from customers of application-based RIDE taxis in Addis Ababa. The satisfaction levels and meaning of service quality were substituted in the SERVQUAL model. Regression analysis was used to test the cause-effect relationship between variables and to test the hypotheses separately and in a group. The study showed distinctive results for the significant effects of service quality dimensions on customer satisfaction. Meanwhile, the group result showed that: Assurance, Reliability, Tangibles Responsiveness, and Empathy respectively are seen to have a substantial impact on customers’ satisfaction. The findings imply that to provide total satisfaction to customers, the service sectors need to improve on the other factors that were given as reasons for satisfaction. This study contributes to existing theories by confirming or adding value to the effects that are involved in customer satisfaction, service quality, and SERVQUAL dimensions. It provides results that could be useful to managers in business organizations for strategic planning en_US
dc.language.iso en en_US
dc.publisher A.A.U en_US
dc.subject Assurance, Reliability, Tangibles Responsiveness and Empathy en_US
dc.title The Effect of Service Quality on Customer Satisfaction on Application-Based Taxi Service (The Case of Ride) en_US
dc.type Thesis en_US


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