CUSTOMER SATISFACTION OF E-HAILING: AN ITEM DEVELOPMENT

E-hailing is a ride-booking service which also allows the customer to interact with the e-hailing company, through the customer service provided. The interaction process that is occurred between the e-hailing company and the customers produced a concept that is recognized as a value co-creation. This paper aims to develop an item for customer satisfaction of e-hailing by embedding value co-creation. In this study, the items will be developed by using the materials and methods that consists of three phases: identification of factor for item development, assessment item by expert review and pilot testing. After that, there are five experts involved to review the proposed items. Median approach and comments from the experts will be used as the final result of this study. The items later are measured for the reliability by conducting the pilot testing.