Articles
| Open Access |
RIDING THE WAVE OF EXPECTATIONS: ANALYZING SERVICE LEVEL CRITICALITY IN CAB AGGREGATION
Sanjeev Malik , Assistant Professor, Marketing & Sales Department, Amity Business School, Amity University, Noida, Uttar Pradesh, IndiaAbstract
This study delves into the pivotal role of service levels in the cab aggregation industry and their profound impact on customer expectations, satisfaction, and loyalty. As this rapidly evolving sector strives to provide convenient and reliable transportation services, understanding the dynamics of service levels is crucial. Through a comprehensive analysis of customer feedback, expectations, and retention patterns, this research sheds light on the critical elements that define service quality in cab aggregation, offering valuable insights for both service providers and passengers.
Keywords
Cab aggregation, Service levels, Customer expectations
References
H. S. Kim and C. Yoon, "Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market," Telecommunications Policy, vol. 28, no. 9-10, pp. 751- 765, 2004. doi: http://dx.doi.org/10.1016/j.telpol.2004.05.013
Mcllroyand and S. Barnet, "Building customer relationships: Do discount cards work?," Managing service quality: An International Journal, vol. 10, no. 6, pp. 347-355, 2000. doi: http://dx.doi.org/10.1108/09604520010351491
P. Rauyruen and K. E. Miller, "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, vol. 60, no. 1, pp. 21-31, 2007. doi: http://dx.doi.org/10.1016/j.jbusres.2005.11.006
P. Vesel and V. Zabkar, "Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program," Journal of Retailing and Customer Services, vol. 16, no. 5, pp. 396-406, 2009. doi: http://dx.doi.org/10.1016/j.jretconser.2009.05.002
T. J. Gerpott, W. Rams, and A. Schindler, "Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market," Telecommunications Policy, vol. 25, no. 4, pp. 249-269, 2001. doi: http://dx.doi.org/10.1016/S0308-5961(00)00097-5
Y. Chang and F. Chen, "Relational benefits, switching barriers and loyalty: A study of airline customer in Taiwan," Journal of Air Transport Management, vol. 13, no. 2, pp. 104-109, 2007. doi: http://dx.doi.org/10.1016/j.jairtraman.2006.10.001
Lin and Y. Wang, "An examination of the determinants of customer loyalty in mobile commerce contexts," Information & Management, vol. 43, no. 3, pp. 271-282, 2006. doi: http://dx.doi.org/10.1016/j.im.2005.08.001
P. Chen and H. Hu, "The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry," International Journal of Hospitality Management, vol. 29, no. 3, pp. 405-412, 2009. doi: http://dx.doi.org/10.1016/j.ijhm.2009.09.006
P. Kotler and K. L. Keller, Marketing management, 13th ed. New Jersey: Pearson Education Inc., Upper Saddle River, 2009.
L. Giese and J. A. Cote, "Defining consumer satisfaction," Academy of Marketing Science, vol. 2000, no. 1, pp.1-24, 2002.
Article Statistics
Downloads
Copyright License
Copyright (c) 2018 Sanjeev Malik
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Copyright and Ethics:
- Authors are responsible for obtaining permission to use any copyrighted materials included in their manuscript.
- Authors are also responsible for ensuring that their research was conducted in an ethical manner and in compliance with institutional and national guidelines for the care and use of animals or human subjects.
- By submitting a manuscript to International Journal of Computer Science & Information System (IJCSIS), authors agree to transfer copyright to the journal if the manuscript is accepted for publication.