Comparative Study of Service Quality of Uber and Ola
Journal Title: MERC Global’s International Journal of Management - Year 2018, Vol 6, Issue 3
Abstract
The study was undertaken for customers of Uber and Ola in India to assess the Service quality of Uber and Ola from the customer’s perspective. The study also aimed to identify differences between expectations and perceptions of customers from service quality dimensions and compares differences between Uber and Ola. The objectives of this study were achieved by using the SERVQUAL questionnaire. A cluster sampling technique was also used for collecting the data. The questionnaires were distributed amongst 128 customers who had availed the services of Uber and Ola in Hyderabad. The results demonstrated that there was a gap between expectations and perceptions of customers from dimensions of service quality of Uber and Ola. The gap was even more in case of Ola when compared to Uber with respect to almost all the dimensions of service quality.
Authors and Affiliations
Vanishree Sah
Keywords
Related Articles
- EP ID EP503036
- DOI -
- Views 135
- Downloads 0
The Influence of E-management on Achieving Organisational Identification from the Perspective of Administrators within Jordanian Ministries
This research study aimed at understanding the influence of the e-management on increasing the organisational identification (OI) by the employees within the Jordanian ministries. In that sense, ministries with a general...
A Preliminary Investigation of Knowledge Creation Practices in Unaided Arts and Sciences College Teaching Faculty Members
Knowledge management in higher educational institutions provides a set of practices for all the stakeholders (i.e. students, teachers, researchers, business and external entities), processes and technologies. This resear...
An Association of Macroeconomic Variables and Stock Index, India: An Empirical Evidence
The global economic scenario has been witnessing highly volatile situation for the last one decade. The stock market has been subjected to several significant changes. Thus, this paper intends to inspect the relationship...
Corporate Governance and Financial Performance: A Study of Select Listed Companies in India
The study aims to examine the association between corporate governance and financial performance of 183 companies listed on the National Stock Exchange. The selection of the sample size is based on market capitalization....
A Qualitative Study on Personal Skills of Children with Multiple Disabilities in Relation to their Parental Involvement
The present study aimed to identify the parental involvement in training, personal skills to their children with multiple disabilities. The investigator selected the sample using purposive sampling technique and qualitat...