Exploring factors of service adoption using SERVQUAL paradigm: Its impact on millennials’ adoption of services in the self-drive rental sector
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Author(s)A. S. SureshLink to ORCID Index: https://orcid.org/0000-0002-1719-023X
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Laszlo VasaLink to ORCID Index: https://orcid.org/0000-0002-3805-0244
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Vinod SharmaLink to ORCID Index: https://orcid.org/0000-0002-0815-8502
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Yogesh MahajanLink to ORCID Index: https://orcid.org/0000-0002-7485-0185
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DOIhttp://dx.doi.org/10.21511/im.20(2).2024.15
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Article InfoVolume 20 2024, Issue #2, pp. 182-192
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66 Downloads
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Creative Commons Attribution 4.0 International License
The self-drive rental sector has witnessed exponential growth in recent years due to rising demand for long and short-distance drives among millennials. This study aims to investigate the quality of services in the self-driving rental sector and its impact on customer adoption or rejection of service in India. The conceptual framework was developed using the SERVQUAL model and other important factors affecting consumers’ service adoption. A quantitative research method was deployed, and data were gathered through a survey method using a structured questionnaire (based on a 5-point Likert scale). The sample size comprised 385 respondents, 23-38 years old millennials (with 69% of males and 31% of females). The population sample was chosen from Delhi, Mumbai, and Bangalore, India. The data were collected in March 2023. The factor and regression analyses were applied along with chi-square and SEM analyses to test the research hypotheses. The results indicated that the absence of low prices (42%), customer assistance (28 %), and security issues is responsible for consumer rejection. The factors leading to dissatisfaction are the absence of consumer schemes and discounts, a lack of staff interaction and assistance, and poor service quality. The brands must focus on the negative impact arising from the absence of these factors and effectively address the areas of improvement to regain customer trust and garner customer loyalty.
- Keywords
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JEL Classification (Paper profile tab)M31, M13, L84
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References38
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Tables8
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Figures1
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- Figure 1. Proposed conceptual framework
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- Table 1. Reliability statistics
- Table 2. KMO and Bartlett’s test for factors leading to consumer satisfaction
- Table 3. Rotated component matrix for factors leading to consumer satisfaction
- Table 4. KMO and Bartlett’s test for factors leading to consumer dissatisfaction
- Table 5. Rotated component matrix for factors leading to consumer dissatisfaction
- Table 6. Model summary for brand attributes leading to service adoption
- Table 7. ANOVA for brand attributes leading to service adoption
- Table 8. Correlations for SEM analysis
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The impact of leadership styles on service quality and customer satisfaction: A comparative analysis between foreign and domestic capital banks in Kosovo
Vrullim Buja ,
Fidan Qerimi ,
Arberesha Behluli
doi: http://dx.doi.org/10.21511/im.18(3).2022.16
Innovative Marketing Volume 18, 2022 Issue #3 pp. 181-196 Views: 1036 Downloads: 236 TO CITE АНОТАЦІЯThis study measured the impact of leadership styles on service quality and the impact of service quality on customer satisfaction. In addition, it analyzed whether there is a difference in service quality and customer satisfaction between banks by categorizing them by capital types. The quantitative method was used to achieve the objectives. The sample comprised 360 employees of Kosovo banks, where 99 employees were from banks with domestic capital, and 261 were from foreign capital banks. According to the OLS model, the authoritarian style has a more significant impact on the service quality in banks with foreign capital. In contrast, in banks with domestic capital, a transactional style significantly impacts service quality. According to the t-test, there is a statistically significant relationship between consumer satisfaction and banks with foreign and domestic capital, with the greatest consumer satisfaction in banks with foreign capital. However, considering the service quality, the t-test showed a non-significant result, which means that there is no difference in the service quality between the two categories of banks. This paper found that the leadership style has a higher effect on the service quality of the two categories of banks, recommending that banks fill the gap between the style used and the one that affects the service quality best. Banks also received feedback on customer satisfaction to strengthen SERVQUAL model components, improving service quality and increasing customer satisfaction.
Acknowledgment
The authors are grateful to AAB College for the support in preparing this paper. -
Public transportation and service quality management during the COVID-19 outbreak: A case study of Tunisia
Imen Zorgati ,
Hajer Zorgati ,
Elmoez Zaabi
doi: http://dx.doi.org/10.21511/ppm.19(3).2021.24
Problems and Perspectives in Management Volume 19, 2021 Issue #3 pp. 298-308 Views: 892 Downloads: 207 TO CITE АНОТАЦІЯThis study aims to investigate the quality management of public transportation services in the Tunisian context during the COVID-19 outbreak. The empirical study was based on the conjoint analysis approach. The sample collected is composed of 250 individuals who often use the train as a means of transport and the pairwise comparison method is adopted for conjoint analysis.
This study assesses quality management of customer service and takes into account four aspects of service quality such as comfort, way of reservation (possibility of online booking), speed, and safety. The findings revealed that the optimal combination of service offered by the Tunisian national railway company is characterized by the terms “first class”, “online booking”, “express”, and “safety”. It is favored by Tunisian customers during the COVID-19 outbreak.
Additionally, the results show that the maximum utility corresponds to the “safety train” modality followed by “second class”, “online booking”, and finally “stopover”. Moreover, the use of new information and communication technologies (NICT) has importance for train users during the COVID-19 outbreak. Indeed, Tunisians are looking for safety and measures to reduce crowding in a train, to minimize the risk of contagion of COVID-19 outbreak.
