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Customer Satisfaction Factors on the Moscow Taxi Market

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Maria Tverdokhlebova^*,Aleksandr G. Rozhkov

This version is not peer-reviewed

Submitted:

11 December 2019

Posted:

12 December 2019

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Abstract

The purpose of this paper is to identify factors that influenced customer satisfaction in the Moscow taxi market. The previous researches in customer satisfaction of transportation services laid the foundation of factor model. The resulting list of factors was revised by taxi market experts. The augmented model provided the basis for quantitative survey. The research sample included 310 respondents who have been using taxi services in Moscow during past 2 years. Survey data was analyzed using multiple choice regression method. Analysis results show significant differences between frequent and casual taxi users and a certain number of passenger experience factors that have no influence on customer satisfaction:for frequent users it is discount, for regular users - trip environment, and for rare clients - technical support&security and trip comfort.

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Subject: Business, Economics and Management - Marketing

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