Literature Review on Service Quality and Mobile Application Taxi Service

This chapter presents a theoretical review of customer satisfaction, mobile application taxi service, and service quality. It defines service quality and its importance in gaining a competitive advantage. It also discusses the benefits of mobile application taxi service and how it has become a widely used service in many parts of the world.

Chapter 2: Literature review
2.1 Introduction
This chapter presents the review of literatures in the study area that provide a theoretical
framework. The chapter begins by presenting literatures about service, service quality,
customers‟ satisfaction, Taxi service, factors affecting Mobile application taxi service, the
conceptual framework and the hypothesis.
2.2 Theoretical review of customer satisfaction
Broad definition of customer satisfaction is one that define service to include “all economic
activities whose output is not a physical product or construction, is generally consumed at the
time it is produced, and provide added value in forms (such as convenience, amusement,
timeliness, comfort, or health) that are essentially intangible concerns of its first purchaser”
(Leninkumar, 2017).
The service can be associated and correlated as “a process consisting of a serious of more or less
intangible activities that normally but not necessarily always, take place in interactions between
the customer and the service employee or physical resources or goods or systems of the service
provider, which are provided as solutions to customer problems” (Witell et al., 2016). There are
combination of products and services offered by the business organisations, whereas
combination of products and services helps in providing the actual value of product to the loyal
customers (Huth et al., 2019).
2.3 Mobile application taxi service
It has been some time since versatile application based taxi administration turned into a notable
and generally utilized assistance in numerous parts of the world including Pakistan. The
administration is helpful and productive as it is open whenever anyplace in zones where it is
pertinent (Saeed et al., 2020). This got conceivable because of the innovation progression in cell
phone applications for example IOS and Android apps. These applications are bits of
programming introduced onto smart phones to achieve the administrations like diversion,
correspondence, transportation, shopping, mapping and so forth. (Rasheed et al., 2018).

These shrewd applications work in a way to find travellers, drop them to their goals and as
indicated by charge structure dependent on schedule and separation gather cash from travellers
(Rasheed et al. 2018). Portable application based cabs have expected advantages and positive
effects on urban transportation framework. To make reference to a portion of the points of
interest, travellers can check driver’s profile, utilize distinctive instalment techniques money or
charge card, in addition to these applications offer limits and advancements that typical taxi has
never offered to travellers (Ibad, 2020).
2.4 Service Quality
The term quality is becoming the most prominent element for all types of business organisation
at global level. The better quality within products and operations are helping the business firms
to separate them from other business firms in the market. This can be summarised that better
quality within products/services and operations directly helps business organisations to gain
competitive advantage within local and foreign markets (Ali and Raza, 2017). The service
quality is not just about producing high quality products; it is rather important how business
organisations deliver the finished goods and services to their loyal customers. This requires
business organisations to understand the characteristics of customer such as desires, needs,
expectations, and experience (Namin, 2017).
The service quality is defined by Su et al., (2016) as "the worldwide assessment or disposition of
by and large greatness of administrations". Moreover, service quality is differentiating between
customer’s impression and desires for the services delivered by the business organisations. The
research conducted by Ali and Raza (2017) critically analysed the service quality as far as
"meeting or surpassing customers‟ desires" or as "the distinction between customers‟
discernment and desires for administration".
The research conducted by Meesala and Paul (2018) analysed that service quality can expect to
be the manner in which clients are served in a business firm which could be acceptable or poor.
It also estimated that service quality as the distinction among saw and expected assistance was a
substantial way and could make the board to distinguish loopholes to what they offer as services.
The findings of Witell et al. (2016) additionally recommended that Quality is an examination
among desires and execution. Meeting or surpassing customers‟ desire implies great service
quality.