Customer Expectation and Customer Satisfaction: Reviewing Service Quality of UBER
DOI:
https://doi.org/10.31289/jkbm.v6i2.3715Keywords:
Service Quality, Customer SatisfactionAbstract
This paper study the gap between the expected service and the reality of customer satisfaction from Uber’s customer perception. Service companies tend to be careful and pay more attention to the customers’ satisfaction and aim to have a good relationship to ensure their loyalty. Service quality dimension was used and applied to find the gap between customer expectation and customer satisfaction. The hypothesis was tested empirically to find how service quality (measured by five dimensions: tangibility, reliability, responsiveness, assurance and empathy) affects customer satisfaction on using Uber service. The result of F-test shows that service quality affect customer satisfaction positively. T-test shows that there is improvement needed on two dimension out of five. Star rating from Uber shows that customer satisfaction point is 4.6 out of 5, this paper shows that customer satisfaction result is 4.3 out of 5 from service quality dimension. Statistically this is a significant gap that needs to be filled to reach a closer gap to the expected service. Language barrier could be one of the reason to the gap that customer feels towards Uber driver. Including Taiwanese students as respondents could be done for further researchReferences
Asubonteng, P., K. J., McCleary, and J.E., Swan. 1996. SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing 10(6): 62-81.
Brooks, R. F., I. N. Lings, and M. A. Botschen. 1999. Internal marketing and customer driven wavefronts. Service Industries Journal 19(4): 49-67.
Donnelly, M., E. Shiu, J. F. Dalrymple, and M. Wisniewski. 1996. Adapting the SERVQUAL scale and approach to meet the needs of local authority services, Total Quality Management in Action, pp. 263-266.
Dotchin, J. A., and J. S. Oakland. 1994. Total quality management in services: Part 3: Distinguishing perceptions of service quality. International Journal of Quality & Reliability Management. 11(4): 6-28.
Edvardsson, B. 1997. Quality in new service development: Key concepts and a frame of reference. International Journal of Production Economics 52(1-2): 31-46.
Häuser, J. R., and S. M., Shugan. 1983. Defensive Marketing Strategies. Marketing Science 2: 319-360.
Holbrook, M. B. 1994. The nature of customer value: an axiology of services in the consumption experience. Service quality: New directions in theory and practice. 21:21-71.
Lewis, B. R., and V. W. Mitchell. 1990. Defining and measuring the quality of customer service. Marketing Intelligence and Planning 8(6): 11-17.
Lings, I. N., and R. F. Brooks. 1998. Implementing and measuring the effectiveness of internal marketing. Journal of Marketing Management 14(4): 325-351.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. A conceptual model of service quality and its implications for future research. The Journal of Marketing:41-50.
Reichheld. F, and W. Sasser W. 1990. Zero defections: Quality comes to services, Harvard Business Review 68(5): 105-111.
Reynoso, J., and B. Moores, B. 1995. Towards the measurement of internal service quality. International Journal of Service Industry Management 6(3): 64-83.
Rosen, S. 1974. Hedonic Prices and Implicit Markets: Product Differentiation in Pure Competition. Journal of Political Economy 82 (1): 34-55.
Sahney, S., D. K. Banwet, and S. Karunes. 2004. A SERVQUAL and QFD approach to total quality education: A student perspective. International Journal of Productivity and Performance Management 53(2): 143-166.
Sekaran, U., and R. Bougie. 1992. Research Method for Business, A Skill Building Approach, John Wiley & Sons Inc.: New York.
Steenkamp, J. B. E. 1989. Product quality, An Investigation into the Concept and How it is Perceived by Consumers. Van Gorsum. Assen/Maastricht.
Zeithaml, V. A. 1988. Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of Marketing: 2-22.
Wisniewski, M. 2001. Using SERVQUAL to assess customer satisfaction with public sector services, Managing Service Quality: An International Journal 11(6): 380-388.
Young, J. A., and D. L. Varble. 1997. Purchasing's performance as seen by its internal customers: a study in a service organization, International Journal of Purchasing and Materials Management 33(2): 36-41.Rujukan yang dicantumkan dalam daftar pustaka hanyalah rujukan yang benar-benar dikutip dalam manuskrip.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License
Authors who publish in this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
