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Literature Review on Service Quality and Mobile Application Taxi Service

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Added on  2021-05-29

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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.

Literature Review on Service Quality and Mobile Application Taxi Service

   Added on 2021-05-29

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Chapter 2: Literature review2.1 IntroductionThis chapter presents the review of literatures in the study area that provide a theoreticalframework. The chapter begins by presenting literatures about service, service quality,customers‟ satisfaction, Taxi service, factors affecting Mobile application taxi service, theconceptual framework and the hypothesis.2.2 Theoretical review of customer satisfactionBroad definition of customer satisfaction is one that define service to include “all economicactivities whose output is not a physical product or construction, is generally consumed at thetime 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 lessintangible activities that normally but not necessarily always, take place in interactions betweenthe customer and the service employee or physical resources or goods or systems of the serviceprovider, which are provided as solutions to customer problems” (Witell et al., 2016). There arecombination of products and services offered by the business organisations, whereascombination of products and services helps in providing the actual value of product to the loyalcustomers (Huth et al., 2019).2.3 Mobile application taxi serviceIt has been some time since versatile application based taxi administration turned into a notableand generally utilized assistance in numerous parts of the world including Pakistan. Theadministration is helpful and productive as it is open whenever anyplace in zones where it ispertinent (Saeed et al., 2020). This got conceivable because of the innovation progression in cellphone applications for example IOS and Android apps. These applications are bits ofprogramming introduced onto smart phones to achieve the administrations like diversion,correspondence, transportation, shopping, mapping and so forth. (Rasheed et al., 2018).
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