Users satisfaction towards e-hailing services in Kota Bharu, Kelantan / Nursalsabilla Mohd Ariffin

Emergence of mobility transportation application based has increased the demand on E-hailing services such new entrants Uber, GrabCar and MyTaxi services have restored in the E-hailing industry which is increase competition of public transportation. The main purpose of this study is to study the E-hailing services. The objectives of this research of study is to identify the characteristics of E-hailing services, analysis the users perspective on the E-hailing services and to purpose the services of E-hailing towards efficient public transport supply demand system. This objective is important of the users satisfaction and effect the customers services. The independent variables of this research are services, comfort, tangible (safety), coupon redemption and fare and reliability. The methodology used the researcher are quantitative, qualitative, questionnaire tool via the google form, 50 respondents were participated in this study and using the sampling method. Based on the analysis, the researcher found that services, comfort and reliability have positive significant with the users satisfaction. Among all the factors, comfort is the most influence factor on users satisfaction services in Kota Bharu, Kelantan. This result will be benefits of E-hailing services to provide well they can improve in which factor has the least negative on customer’s satisfaction. The researcher can study the different variables to study the customer satisfaction of E-hailing services in Kota Bharu.