RIDING THROUGH CHALLENGES: CUSTOMER PERCEPTION AND SERVICE QUALITY OF ONLINE TAXI SERVICES IN CHENNAI’S GIG ECONOMY

The study titled “Riding through Challenges: Customer Perception and Service Quality of Online Taxi Services in Chennai’s Gig Economy” concludes that online taxi services have become an important part of urban transportation in Chennai. App-based ride-hailing platforms such as Uber and Ola have transformed the travel experience of customers by providing convenient, accessible, and technology-driven transportation services.   The study reveals that customer perception towards online taxi services is largely influenced by factors such as convenience of booking, safety, driver behaviour, affordability, and ride availability. Customers appreciate the ease of using mobile applications, digital payment systems, and real-time ride tracking facilities. At the same time, issues such as ride cancellations, surge pricing, delays, safety concerns, and ineffective customer support negatively affect customer satisfaction and trust.   The statistical analyses conducted in the study confirm that service quality has a significant relationship with customer satisfaction. Higher levels of service quality lead to positive customer perception, increased satisfaction, and greater customer loyalty. The study also found that customer problems significantly reduce the usage of online taxi services, indicating the importance of maintaining reliable and consistent service standards.   In addition, the study highlights the impact of the gig economy on service delivery. Drivers working under flexible employment systems often experience work pressure, income uncertainty, and long working hours, which may indirectly influence service quality and customer experiences. Therefore, improving driver welfare and working conditions is equally important for enhancing customer satisfaction.   Overall, the study concludes that while online taxi services have successfully improved urban mobility in Chennai, there is still a need for service improvements in areas such as customer support, safety measures, ride reliability, and pricing transparency. Online taxi companies should focus on delivering high-quality and customer-centred services to maintain competitiveness and ensure sustainable growth in the gig economy transportation sector.

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