Passengers’ view on app-based ride hailing services in Sri Lanka

Abstract

With the increased use and development of technology and the internet, the use of ride-hailing services had increased drastically over the years. These App-Based Ride-Hailing Services (ABRHS) have become an essential part of traffic services all around the world. The evaluation of passengers’ satisfaction regarding various attributes provided to them is essential to the long-term success of these service platforms. Therefore, the current study aims to identify the significant factors influencing passengers’ satisfaction of ABRHS for frequent, moderately frequent, and infrequent passengers in Colombo, Sri Lanka. The objectives of this study are to identify the factors affecting the passengers’ satisfaction for frequent, moderately frequent, and infrequent passengers and from those obtaining the most significant and the least significant factors, to identify the challenges faced by passengers when using these services, and what characteristics need to be improved and upgraded in the existing services. The data are collected through an online questionnaire and hard copies of the questionnaire are printed out and these hard copies are distributed among the individuals who are using these app-based ride-hailing services. The results would be then analyzed using statistical methods such as multiple regression analysis and the Chi-square test. The results can be used to further develop and improve app-based ride-hailing services and increase the passenger’s intentions to continue using these services in the future.