Determinant factors of customer satisfaction for e-hailing service: A preliminary study

Nur Athirah Nabila Mohd Idros, Hazura Mohamed, Ruzzakiah Jenal

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

E-hailing is an online transportation service that has emerged as the passengers’ favourite in transportation industry that involves interaction between customers and service provider. However, as customers in this era have more information and choice to choose any facilities, the service provider needs to satisfy and provide better service to their large number of customers especially for e-hailing service. Maintaining customer satisfaction is crucial for e-hailing’s service provider to sustain competitive advantages. Company-customer interaction is one of the definitions for value co-creation. Consequently, value co-creation approach has been used to increase customer satisfaction as the customers take part in creating the experiences and contribute value-in-context that will improve company’s performance. Therefore, this study aims to determine technological factors that influence customer satisfaction for e-hailing service by embedding value co-creation elements. Using design science research in information system methodology, the factors of customer satisfaction for e-hailing service are identified and classified based on outline of the study phases in sequences. In this paper, the components of value co-creation will be embedded by comparing the similarities between value co-creation model and existing customer satisfaction models from past researchers.

LanguageEnglish
Title of host publicationRecent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018
EditorsFathey Mohammed, Faisal Saeed, Nadhmi Gazem, Abdelsalam Busalim
PublisherSpringer Verlag
Pages803-811
Number of pages9
ISBN (Print)9783319990064
DOIs
Publication statusPublished - 1 Jan 2019
Event3rd International Conference of Reliable Information and Communication Technology, IRICT 2018 - Kuala Lumpur, Malaysia
Duration: 23 Jun 201824 Jun 2018

Publication series

NameAdvances in Intelligent Systems and Computing
Volume843
ISSN (Print)2194-5357

Other

Other3rd International Conference of Reliable Information and Communication Technology, IRICT 2018
CountryMalaysia
CityKuala Lumpur
Period23/6/1824/6/18

Fingerprint

Customer satisfaction
Industry
Information systems

Keywords

  • Customer satisfaction model
  • E-hailing
  • Value co-creation

ASJC Scopus subject areas

  • Control and Systems Engineering
  • Computer Science(all)

Cite this

Mohd Idros, N. A. N., Mohamed, H., & Jenal, R. (2019). Determinant factors of customer satisfaction for e-hailing service: A preliminary study. In F. Mohammed, F. Saeed, N. Gazem, & A. Busalim (Eds.), Recent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018 (pp. 803-811). (Advances in Intelligent Systems and Computing; Vol. 843). Springer Verlag. https://doi.org/10.1007/978-3-319-99007-1_74

Determinant factors of customer satisfaction for e-hailing service : A preliminary study. / Mohd Idros, Nur Athirah Nabila; Mohamed, Hazura; Jenal, Ruzzakiah.

Recent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018. ed. / Fathey Mohammed; Faisal Saeed; Nadhmi Gazem; Abdelsalam Busalim. Springer Verlag, 2019. p. 803-811 (Advances in Intelligent Systems and Computing; Vol. 843).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Mohd Idros, NAN, Mohamed, H & Jenal, R 2019, Determinant factors of customer satisfaction for e-hailing service: A preliminary study. in F Mohammed, F Saeed, N Gazem & A Busalim (eds), Recent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018. Advances in Intelligent Systems and Computing, vol. 843, Springer Verlag, pp. 803-811, 3rd International Conference of Reliable Information and Communication Technology, IRICT 2018, Kuala Lumpur, Malaysia, 23/6/18. https://doi.org/10.1007/978-3-319-99007-1_74
Mohd Idros NAN, Mohamed H, Jenal R. Determinant factors of customer satisfaction for e-hailing service: A preliminary study. In Mohammed F, Saeed F, Gazem N, Busalim A, editors, Recent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018. Springer Verlag. 2019. p. 803-811. (Advances in Intelligent Systems and Computing). https://doi.org/10.1007/978-3-319-99007-1_74
Mohd Idros, Nur Athirah Nabila ; Mohamed, Hazura ; Jenal, Ruzzakiah. / Determinant factors of customer satisfaction for e-hailing service : A preliminary study. Recent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018. editor / Fathey Mohammed ; Faisal Saeed ; Nadhmi Gazem ; Abdelsalam Busalim. Springer Verlag, 2019. pp. 803-811 (Advances in Intelligent Systems and Computing).
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