Artificial Neural Network for Analyzing the Customer’s Perceived Service Quality and Satisfaction of Online Cab Services

Abstract

India has been witnessing rapid growth in travel with the occurrence of online cab service especially in urban sector. The high demand for transport service and lack of good quality of public transport has given the opportunity to many cab aggregators to gain customers. People go for cab because it offers desirable comfort, flexibility and privacy. It also helps to avoid problem like parking issues. Hence, it’s important to assess the aspects that the customer/user is looking for the most while hailing an online cab service. To study the relationship of service quality attributes with overall satisfaction of the cab users, a web-based survey was conducted in Tiruchirappalli and Pune city. This paper proposes the use of Artificial Neural Network (ANN) to analyze perceived service quality of online cab users and to find out the attributes of importance a customer consider while hailing an online cab service. Model developed show that the attributes like safety, waiting time, driver behavior, comfort, cleanliness and trust on driver are some of the variables that have relatively higher influence on overall satisfaction.