The Correlation between Customer Satisfaction and Service Quality in Jordanian Uber & Careem
Sharefa Murad1, Aisha Al-Kayem2, Alanood Manasrah3, Nancy Abu Halemah4, Abdallah Qusef5
1Sharefa Murad, Department of Computer Science, Middle East University, Amman, Jordan.
2Aisha Al-Kayem, Department of Software Engineering, Princes Sumaya University for Technology, Amman, Jordan.
3Anood Manasrah, Department of Software Engineering, Princes Sumaya University for Technology, Amman, Jordan.
4Nancy Abu Halemah, Department of Software Engineering, Princes Sumaya University for Technology, Amman, Jordan.
5Abdallah Qusef*, Department of Software Engineering, Princes Sumaya University for Technology, Amman, Jordan.
Manuscript received on September 16, 2019. | Revised Manuscript received on 24 September, 2019. | Manuscript published on October 10, 2019. | PP: 5186-5191 | Volume-8 Issue-12, October 2019. | Retrieval Number: L27771081219/2019©BEIESP | DOI: 10.35940/ijitee.L2777.1081219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Customer satisfaction is a great concern for all companies in all sectors, to measure customer satisfaction it is necessary to measure the service quality to examine the relationship among them. In this paper, SERVQUAL model is used to measure service quality and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability) in customer satisfaction on intelligent transport applications (Uber & Careem) in Jordan by conducting an online questionnaire. The archived results show that Reliability has a high degree of importance on the impact of customer satisfaction and 89.2 % of the sample prefer to use Uber & Careem smart app rather than traditional taxis.
Keywords: Customer Satisfaction, Service Quality, SERVQUAL Model, Uber & Careem
Scope of the Article: Software & System Quality of Service