IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v10y2026i5p1406-1419.html

Relationship Between the Service Quality of Ride-Hailing Software and Customer Satisfaction

Author

Listed:
  • Cheng Jiawei

    (Faculty of Management, Universiti Teknologi Malaysia, Johor Bahru, Malaysia)

  • Mohd Zulfabli Hasan

    (Faculty of Management, Universiti Teknologi Malaysia, Johor Bahru, Malaysia)

Abstract

In today's ride-hailing industry, customer satisfaction is a very important indicator. It can reflect the quality of service provided by ride-hailing software. In recent years, there have been frequent news reports indicating that the quality of ride-hailing is not good, which has led to many customers being dissatisfied with the services of ride-hailing software. The purpose of this study is to explore the relationship between the quality of service of ride-hailing software and customer satisfaction. This study mainly explores the quality of service of ride-hailing software from five aspects: tangibility, assurance, reliability, empathy, and responsiveness. The investigation is conducted through deductive investigation and questionnaire survey. The research method adopted is convenience sampling. Underpinning theory is expectation confirmation theory. The population is selected from Johor Bahru, a total of 1.7 million people. The sample size is 385. In this study, SPSS software was used to analyze the data descriptively, reliability-validity analysis, correlation analysis and multiple regression analysis. The response rate of the questionnaire was 96.25%. This study proves that for Grab, the five dimensions of service quality (tangibility, assurance, reliability, empathy and responsiveness) are significantly positively correlated with customer satisfaction.

Suggested Citation

  • Cheng Jiawei & Mohd Zulfabli Hasan, 2026. "Relationship Between the Service Quality of Ride-Hailing Software and Customer Satisfaction," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 10(5), pages 1406-1419, May.
    • Handle: RePEc:bcp:journl:v:10:y:2026:i:5:p:1406-1419
    as

    Download full text from publisher

    File URL: https://rsisinternational.org/journals/ijriss/uploads/vol10-iss5-pg1406-1419-202605_pdf.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/view/relationship-between-the-service-quality-of-ride-hailing-software-and-customer-satisfaction/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Carlos Tam & Diogo Santos & Tiago Oliveira, 2020. "Exploring the influential factors of continuance intention to use mobile Apps: Extending the expectation confirmation model," Information Systems Frontiers, Springer, vol. 22(1), pages 243-257, February.
    2. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    3. Akram, Umair & Lavuri, Rambabu & Mathur, Swati, 2024. "Hey boomer, “your ride has arrived†: Are you willing to continue using the ride-hailing app?," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    4. Lu, Ke & Shi, Chunmei, 2024. "Exploring determinants of travelers’ discontinuance behavioral intention on integrated ride-hailing services: A perspective on perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    5. Zhao, Zhiyuan & Yao, Wei & Wu, Sheng & Yang, Xiping & Wu, Qunyong & Fang, Zhixiang, 2023. "Identifying the collaborative scheduling areas between ride-hailing and traditional taxi services based on vehicle trajectory data," Journal of Transport Geography, Elsevier, vol. 107(C).
    6. Almofeez, Sarah & Ojha, Divesh & Struckell, Elisabeth M. & Patel, Pankaj C. & Blankson, Charles, 2024. "Freight forwarder satisfaction, airport customer loyalty, and competitiveness," Transport Policy, Elsevier, vol. 159(C), pages 314-327.
    7. Haitham H. Alshibly & Asma Alwreikat & Rafaa Morgos & Murad Yousef Abuaddous, 2024. "Examining the mediating role of customer empowerment: the impact of chatbot usability on customer satisfaction in Jordanian commercial banks," Cogent Business & Management, Taylor & Francis Journals, vol. 11(1), pages 2387196-238, December.
    8. Abdullah A. M. AlSokkar & Effie L.-C. Law & Dmaithan A. AlMajali & Jassim A. Al-Gasawneh & Mohammad Alshinwan, 2024. "An Indexed Approach for Expectation-Confirmation Theory: A Trust-based model," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-17, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Elnadi, Moustafa & Troise, Ciro & Jones, Paul & Gheith, Mohamed Hani, 2024. "Exploring post-usage behaviour in app-based ride-sourcing services: Evidence from Egypt," Technological Forecasting and Social Change, Elsevier, vol. 207(C).
    2. Olayinka David-West & Oluwasola Oni & Folajimi Ashiru, 2022. "Diffusion of Innovations: Mobile Money Utility and Financial Inclusion in Nigeria. Insights from Agents and Unbanked Poor End Users," Information Systems Frontiers, Springer, vol. 24(6), pages 1753-1773, December.
    3. repec:zib:zbmbmj:v:4:y:2025:i:2:p:79-83 is not listed on IDEAS
    4. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    5. Eunji Oh & M. Minsuk Shin, 2020. "Study Abroad in Support of Higher Education Sustainability: An Application of Service Trade Strategies," Sustainability, MDPI, vol. 12(6), pages 1-23, March.
    6. Jane Naitore Kimaita & Hellen Kabue & Stephen Ntuara Kiriinya & Phares Ochola, 2025. "Influence of Service Responsiveness on Student Satisfaction in Schools of Business of Chartered Universities in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(4), pages 4748-4753, April.
    7. Faisal Mohammed O. Almaslukh & Haliyana Khalid & Alaa Mahdi Sahi, 2022. "The Impact of Internal Marketing Practices on Employees’ Job Satisfaction during the COVID-19 Pandemic: The Case of the Saudi Arabian Banking Sector," Sustainability, MDPI, vol. 14(15), pages 1-15, July.
    8. Iranmanesh, Mohammad & Min, Connie Low & Senali, Madugoda Gunaratnege & Nikbin, Davoud & Foroughi, Behzad, 2022. "Determinants of switching intention from web-based stores to retail apps: Habit as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    9. Yuyang Zhao & Fernando Bacao, 2021. "How Does Gender Moderate Customer Intention of Shopping via Live-Streaming Apps during the COVID-19 Pandemic Lockdown Period?," IJERPH, MDPI, vol. 18(24), pages 1-24, December.
    10. Yun-Chan Yen & Shih-Chih Chen, 2025. "The Triple Pathway to Loyalty: Understanding How Banks’ Corporate Social Responsibility Influences Customers via Moral Identity, Service Quality, and Relationship Quality," Sustainability, MDPI, vol. 17(7), pages 1-28, April.
    11. Sehrish Atif, 2023. "Mapping circular economy principles and servitisation approach in business model canvas: an integrated literature review," Future Business Journal, Springer, vol. 9(1), pages 1-21, December.
    12. Julia Wojciechowska-Solis & Magdalena Śmiglak-Krajewska & Domenico Viti, 2022. "Identification of the Quality Gaps in the Services Offered in Accommodation Facilities in Rural Areas: The Case of the Lublin Region," Sustainability, MDPI, vol. 14(24), pages 1-15, December.
    13. Min Guo, 2024. "The Influence of Educational and Emotional Support on e-Learning Continuance Intention: A Two-Stage Approach PLS-SEM and ANN Analysis," SAGE Open, , vol. 14(4), pages 21582440241, October.
    14. Most. Nirufer Yesmin & Saiful Hoque & Md. Alamgir Hossain & Nusrat Jahan & Yuantao Fang & Renhong Wu & Md. Jahangir Alam, 2023. "SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service," Sustainability, MDPI, vol. 15(8), pages 1-15, April.
    15. Aleksandra Ostrowska, 2023. "Makroekonomiczne determinanty jakości kredytów dla sektora niefinansowego w Polsce," Bank i Kredyt, Narodowy Bank Polski, vol. 54(5), pages 541-556.
    16. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
    17. Yanping Zhang & Changyong Liang & Ai Ren & Keqing Li, 2025. "User involvement and continuance intention in the context of lightweight applications: A motivation-opportunity-ability (MOA) perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-20, December.
    18. Nishant Agrawal & Meysam Rabiee & Mona Jabbari, 2024. "Contextual relationships in Juran’s quality principles for business sustainable growth under circular economy perspective: a decision support system approach," Annals of Operations Research, Springer, vol. 342(1), pages 47-77, November.
    19. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
    20. Alnawas, Ibrahim & Al Khateeb, Amr & El Hedhli, Kamel, 2023. "The effects of app-related factors on app stickiness: The role of cognitive and emotional app relationship quality," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    21. Ahmed, Waqas & Al-Sharafi, Mohammed A. & Raza, Ali & Al-Zaeemi, Shehab Abdulhabib Saeed & Al-Bashrawi, Mousa Ahmad & Dwivedi, Yogesh K., 2026. "A longitudinal big data approach to theorizing consumers' continuance intention to use loyalty apps," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:10:y:2026:i:5:p:1406-1419. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.