1Associate Professor, PG and Research, Department of Commerce, G.T.N. Arts College, Dindigul
2Assistant Professor, Department of Management Studies, Kongu Engineering College, Perundurai
Online published on 10 December, 2015.
The objective of this paper is to identify Call Taxi service quality and to determine which dimensions of service quality make the greatest impact on passengers' satisfaction. Primary data were collected adopting self-administered questionnaire method. Data were analyzed using factor analysis, confirmatory factor analysis, correlation and multiple regressions. This study identified six important dimensions of Call Taxi service quality. These are; Reliability, Assurance, Caring, Tangibles, Convenient Accessibility and Trust. Among these dimensions, Assurance was highly perceived dimension of the respondents. The study also identified that there is a significant impact on Tangibles, Reliability, Convenient Accessibility, Assurance, Caring and Trust with passenger satisfaction. The identified car service quality factor would help the car service providers to frame appropriate policies regarding Call Taxi service quality.
Reliability, Assurance, Caring, Trust, Satisfaction
