SERVICE QUALITY ANALYSIS: EXAMINING VARIATIONS BETWEEN EXPECTED AND PERCEIVED SCORES ACROSS DIMENSIONS

Abstract

This study investigates the service quality of Ola Cabs in Mumbai, focusing on the dimensions of the SERVQUAL model: tangibility, reliability, responsiveness, assurance, and empathy. A survey was conducted with 100 respondents who have used Ola Cabs at least once. The results were analyzed using t-tests to compare the customers' perceptions and expectations and regression analysis to determine the impact of service quality dimensions on customer satisfaction. The findings indicate significant differences between expected and perceived service quality in the dimensions of tangibility and responsiveness. Furthermore, responsiveness, assurance, and empathy significantly influence customer satisfaction, with responsiveness showing the strongest positive effect. These insights can guide Ola Cabs in improving specific service quality aspects to enhance overall customer satisfaction.