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Comparing Service Quality Dimensions Between Traditional and Application-Based Taxi: Insights from a Case Study of Initial Perception of Trust in Thailand |
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| รหัสดีโอไอ | |
| Creator | Praowpan Tansitpong |
| Title | Comparing Service Quality Dimensions Between Traditional and Application-Based Taxi: Insights from a Case Study of Initial Perception of Trust in Thailand |
| Publisher | Business Administration Kasetsart University |
| Publication Year | 2567 |
| Journal Title | Kasetsart Applied Business Journal |
| Journal Vol. | 18 |
| Journal No. | 29 |
| Page no. | 1-23 |
| Keyword | Application Service Providers, Mobile Application-Based Transportation, Service Quality |
| URL Website | https://so04.tci-thaijo.org/index.php/KAB |
| Website title | https://so04.tci-thaijo.org/index.php/KAB |
| ISSN | E-ISSN: 2985-2277 |
| Abstract | This research explores the drivers behind customer satisfaction in service quality for both conventional taxi services and the first application-based taxis operating in Thailand. During the first introduction of application-based taxi in Thailand, this study is conducted among passengers who had experience with both conventional methods and app-based services. The research framework aimed at examining the interplay between trust, service quality, and customer satisfaction in the realm of taxi services. The multiple regression outcomes demonstrate that tangibles, reliability, assurance, and trust positively correlate with overall satisfaction for regular taxis, while for application-based taxis, tangibles, reliability, and responsiveness emerge as vital predictors of satisfaction. However, the study finds that trust does not significantly impact perceptions of service quality for application-based taxis in the period of this survey. The insights gleaned from this study not only pinpoint service quality gaps within the taxi industry but also contribute to a broader understanding of service quality and trust within the global landscape of rapid change dynamically in mobile application-based technology. |
