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Customer Satisfaction Factors on the Moscow Taxi Market
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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
Copyright: This open access article is published under a Creative Commons CC BY 4.0 license, which permit the free download, distribution, and reuse, provided that the author and preprint are cited in any reuse.
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