A Detailed Study on Consumer Intention on Usage and Preference on Using Taxi Aggregator Apps

Transportation services are required to provide one of an individual's basic needs, namely mobility. The taxi sector has seen significant transformations in recent years. The growing rivalry among taxi service companies is one of the most significant changes. Domestic and corporate service providers have a lot of competition. Aside from competition, service providers must deal with market instability and other new challenges. As a result, competitors like Uber, Ola, and Rapido are challenging local taxi service companies. Customers are growing more discerning, and they expect not only higher quality but also better service. They are accustomed to collaborating with well-known brands that have a solid reputation and provide acceptable services. Certain standard elements, such as customer expectations, opportunity confirmation, and performance, affect both customer satisfaction and quality. Because satisfaction is supposed to be valued based on a wide range of characteristics, there may be many customer satisfaction components as the extent underpinning satisfaction assessments are inclusive rather than exact. This study focuses on the service quality characteristics of taxi services. It also focuses on the aspects that lead to taxi service client happiness. The service quality factors RECSA (Reliability, Extent of Service, Comfort, Safety, and Affordability) are utilised in this study to analyse customer satisfaction with taxi services.