EMPIRICAL STUDY OF TECHNOLOGY BASED AUTO-RICKSHAW SERVICE QUALITY PERCEPTION USING SSTQUAL

Technology in transport services is experiencing a paradigm shift, wherein the customers are empowered to become a part of service process through Self-service technology (SST) and Auto-Rickshaw business is not an exception to it. The study evaluates the service quality dimensions of Ola and Uber Auto-rickshaw Services offered in Nagpur city of India using SSTQUAL scale and its impact on customer satisfaction and behavioral intentions. A sample of 60 users of Ola and Uber auto customers is taken for the study. The study used step-wise multiple regression to identify the significant quality dimensions and its impact on customer satisfaction and behavioral intentions.