Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific
Sing, Steven
Unknown Affiliation
Humanities

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Riding the Wave of Satisfaction: Exploring Service Quality and Customer Satisfaction in Ride-Hailing Services Tan, Lay Hong; Liem, Gai Sin; Sing, Steven; Sim, Vivian; Sim, Wei Siang; Binti Abdull, Siti Nur Allisya Nurulzaman; Binti Mohamed Ridzuan, Siti Nursyakiroh; Ali, Anees Janee; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 2 (2025): June 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i2.4010

Abstract

In Malaysia, ride-hailing services like Grab Car increasingly supplement public transport. This study examines how five service quality dimensions—tangibility, empathy, responsiveness, reliability, and assurance—affect customer satisfaction. Using a quantitative method, data were collected via an online survey of 100 respondents and analyzed through regression analysis. The results show that perceived service reliability (? = 0.345, p 0.001) and assurance (? = 0.439, p 0.001) significantly and directly influence customer satisfaction, explaining 50.3% of the variance (R² = 0.503). Empathy (? = 0.517) and responsiveness (? = 0.355) influence satisfaction indirectly through reliability, while tangibility (? = 0.415) and responsiveness (? = 0.365) do so through assurance. However, tangibility does not significantly affect reliability, and empathy does not influence assurance. These findings suggest that improving reliability and assurance, supported by other service dimensions, can enhance customer satisfaction. This research offers practical insights for public transport and ride-hailing services to strengthen service quality and increase customer loyalty.
Co-Authors Ali, Anees Janee Binti Abdull, Siti Nur Allisya Nurulzaman Binti Mohamed Ridzuan, Siti Nursyakiroh Kee, Daisy Mui Hung Liem, Gai Sin Sim, Vivian Sim, Wei Siang Tan, Lay Hong