Refining Electronic Hailing Service Quality on Customer Satisfaction and Impact on Electronic Word of Mouth

This study investigates factors affecting customer satisfaction with e-hailing among the population of Klang Valley, Selangor, Malaysia. A total of 156 completed questionnaires were analysed using SPSS. Samples were selected from young adults with experience using e-hailing in Klang Valley, Selangor. The research found a significant relationship between perceived safety, reliability, and word of mouth. However, they found inconsistent results for price, app function and timeliness. In conclusion, perceived safety, reliability, and word of mouth are critical to customer satisfaction. Keywords: Keywords: E-Hailing; User Satisfaction; Service Quality; SmartPLS. eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under the responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians), and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v7iSI8.391