| dc.description.abstract | Recent years have witnessed that the significant growth of transport vehicles make the competition in this industry become more intensive. Specifically, in current situation, there appear new kinds of taxi services which are Uber, GrabTaxi and Easy Taxi that are much more convenient than traditional taxi. Hence, maintaining customer loyalty has been defined as one of the key factor for business survival and growth. The purpose of this research is to examine empirically the factors influence on customer satisfaction and customer loyalty in using taxi service. The research conceptual framework and hypotheses were constructed, based on previous theoretical and empirical studies. A survey was conducted with 288 respondents to collect the primary data. As a result, a study finds that among seven independent variables, only four variables (Reliability, Responsiveness, Comfort and Price) are significant and have an impact on customer satisfaction and customer loyalty toward local taxi services. Finally, this study has embark on to assist marketing managers better understand the key drivers of taxi service in order to generate and uphold user satisfaction as well as fidelity in an extremely intricate marketplace.
Keywords: Taxi services, customer loyalty, customer satisfaction, conceptual framework | en_US |
