An Empirical Study on Customer Preferences and Satisfaction towards Cab Booking Services in Coimbatore City

Despite the convenience offered by online cab booking services, customers often experience issues related to service quality, pricing, safety, driver behaviour, app usability, delays, and cancellations. These factors influence customer perception, preference, and continued usage of cab booking applications. Moreover, differences in service quality dimensions across various apps play a crucial role in determining customer satisfaction levels. This study focuses on understanding customer preference towards online four-wheeler cab booking services in Coimbatore. It aims to evaluate the impact of service quality dimensions, identify problems faced by users, and measure the overall level of customer satisfaction. The findings of this study are expected to provide valuable insights for cab service providers to enhance service quality, improve customer experience, and develop strategies to better meet customer expectations. The study concludes that certain challenges such as surge pricing, ride cancellations, service delays, and traffic congestion continue to affect the overall efficiency of online cab services. These issues can reduce customer satisfaction if not addressed properly. Therefore, service providers must take necessary steps to minimize such problems and ensure a smooth and reliable travel experience.