Online Cab Cervice

Determinants of Customer Satisfaction in Public Transport Services of Pakistan | 1
Determinants of Customer Satisfaction in Public Transport Services of Pakistan
A Research Report submitted
By
Syed Ahmed Ali (7794)
Syed Muhammad Meesum Raza Zaidi (10640)
Mansoor Hassan (14456)
Abdullah Bashir (6579)
To
Department of Business Administration
BACHELOR BUSINESS ADMINISTRATION
This thesis has been

Accepted by the faculty
FACULTY OF BUSINESS ADMINISTRATION
Mr. Muhammad Ali

Advisor
Mr. Muhammad Ali

Management Research & Publications
Acknowledgement
We are exceedingly obliged to Our Research director Mr. Muhammad Ali for their
direction and consistent supervision and in addition for giving vital data with
respect to the venture and likewise for their help in finishing the venture. We might
want to offer our thanks towards our folks and individual from investigate office
for their kind co-operation and support which help us in fruition of this venture. We
might want to offer our unique thanks and because of industry people for giving us
such consideration and time. Our thanks and thanks additionally go to our partner
in building up the venture and individuals who have energetically bailed us out
with their capacities.

Table of Contents
Chapter # 1..................................................................................................................................................4
1 Introduction.........................................................................................................................................5
1.1 Background of the study:.............................................................................................................5
1.2 Statement of the Problem:..........................................................................................................8
1.3 Research Objective:.....................................................................................................................9
1.4 Research Question:......................................................................................................................9
1.5 Scope of the Study:......................................................................................................................9
1.6 Significance of the Study:...........................................................................................................10
1.7 Limitation of the study...............................................................................................................10
Chapter # 2................................................................................................................................................11
2 Review of related Literature..............................................................................................................12
2.1 Theoretical Background.............................................................................................................12
2.2 Empirical studies........................................................................................................................14
2.3 Hypothesized relationship.........................................................................................................45
2.4 Model Framework.....................................................................................................................52
Chapter # 1
1 Introduction
1.1 Background of the study:
Online taxi service is one of the most useful, convenient and popular service that a passenger
uses for travelling from one place to another.In past there was a painful experience for the
passengers regarding travelling (Sharma, K., & Das, 2017). People feel UN safe specially
women by travelling from public transports. where was no concept of online cab service people
use to travel through taxis but passenger use to walk from house towards roads then passengers
have to wait on road until the taxi comes then at next step is the bargain between taxis drivers
and the passenger and discussion waste the time of passenger and that decrease the level of
comfort and satisfaction. All taxi drivers give the rates of taxi fare by their observation. The
pricing strategies that was used by taxi drivers was beneficial for the driver but it was not
beneficial for the traveler who dont have any other option. The conditions of the taxis was very
bad. The passengers in all his journey gets have a doubt and felling of sacredness that all parts of
the taxi are functioning properly or not. It also created a doubt in the mind of the passenger that
the drivers observation can be correct or wrong. The cleanliness issues and the untidiness inside
the taxi feels the passenger exhausted and the comfort of seats and the condition of the taxi that
creates a personnel securities issues these were the problems faced by the passengers at the time
of travelling. many other issues that were related to travelling is that big traffic jams, the
condition of the city roads dilapidated and all the savage water comes out on roads that increases
the chances of accidents and that increases the risk un safety for the passenger, policies that were
not followed by the tankers, bus, rickshaw drivers. Several people died in different cities of
Pakistan because of reckless driving. These were the problems faced by passengers on daily
basis. Many passengers who travel by bus, train or by airlines always have many complaint
about their services. Buses were over crowded from passengers. Not even passengers are
standing and sitting inside the bus infect bus conductors also start sending and shifting them on
roof of the bus. That increases the chances of danger from passengers point and this is also
forbidden in law .The drivers of the buses use to stop at their desired bus stop for a long time
(Yang, & Wong, 1998). Drivers also behaved in a UN civilized way with passengers especially
with women which is extremely unlawful and annoying. Loud and vulgar music was played
which disturbs the passengers throughout the journey. Some bus drivers recklessly, breaking off
the signals not following the rules which becomes a cause of an accident. It also causes a lot of
damages to the vehicles that are going on roads. Sometimes the two bus drives stars racing and
the passenger have to board at next stop then the bus driver will never stop the bus until the
passenger started screaming on the conductor and then bus get stopped and the bus stop got left
far behind and the passenger have to walk back again to the bus stop. Some of the bus drivers
stops at their self-made stops recent survey about the incidents done by buses are in 2013 37.93
% got killed in accidents in different cities of Sindh and 21.37 % in Punjab and the injured
people are 42.11% in Sindh and 27.63% in Punjab. The bus drivers dont have the license to
drive a bus. All bus drivers decides their own fare at every route. Which destroys there image in
front of every passenger. The bus drives increases the fare prices when the fuel prices gets
increased but when the fuel price decreases they didnt reduce their route fares. They also use the
option of bribe when they caught by the police officer for doing such unlawful acts. many bus
drivers doesnt stop at bus stops if they dont want to stop there and passengers who waits there
if the bus drivers doesnt stops he then have to wait for next bus.at the railway passengers also
arrived on time but the train arrives late and the passengers waits for several hours for the train
arrival at station. Although full information was not delivered by the representatives of the
transportation companies. Passengers always waited for the buses, taxis for a long time in hot
sunny weather at their stop or point. That makes the passengers tired and frustrated.
Unemployment issue was also there in Pakistan due to inflation and lack of there economical
resources. The online cab services made a passenger travel easily. The first online taxi service
was introduced in America that was Uber their headquarters was at San Francisco, California. Is
was started in March 2009 March 2009; 9 years ago. The founders of uber were Travis Kalanick,
Garrett Camp.as well as Careem is a Dubai based company started at March 2012 in Dubai
(Amirul, & Hands, 2016). The founders of the company were Mudassir Sheikh. These companies
came for a specific purpose and the purpose to provide a passenger a safe and comfortable
journey with an excellent service quality. They started the taxi system in March 2009 for
providing a facility to the general public. .they gave them comfort, cleanliness, safety personnel
service quality and customer satisfaction. These is the perception of every passenger who want to
about travel in a transport vehicle on daily basis or at weekly or on monthly basis or yearly basis.
According to the analysis of the year 2015 57% used online taxi services (Freier, 2015). In year
2016 it has increased to 64% of the usage of online cab service. These companies has earned
profits in millions because of the efficient service and use of effective technology. These
companies have introduced a mobile application which is based on a GPS application system.
Now passenger can order a taxi from a mobile sitting at home. The passenger dont have to wait
on roads in hot or in a cold weather. The pricing strategy of these online cab services are very
cheap and easily affordable for all passengers. Now passengers can easily have ride at his
doorstep from a touch of single and small application installed at smartphone. These services
also tells the whole fare in advance so the passenger can easily makes her decision whether he
want to travel or not in this particular service or he want to order any other service. Many of the
passengers who travelled from like cab service analysis internal and external position of a cab.
1.2 Statement of the Problem:
In this modern era where population growing up day by day and people travel from one place to
another, transportation service perform an important role in daily life. So, there are many types
of social classes over there in Pakistan. Now days, every individual travel from one place to
another, so there are some Public transport through which people are travelling to their
destination. On other hand, there is same case with local transport services but the main focus of
the study is customer satisfaction in public transport services. For this issue, there are some key
elements that have strong relation in this public transport service sector and those elements are
personnel, reliability, and tangibility, ease of use, perceived value, perceived usefulness,
subjective norms, perceived behavioral control and attitude. And all these are necessary to fulfill
the customer satisfaction and that satisfaction lead to customers to reuse those transportation
services. Transportation service quality and reliability have significant impacts towards an
attitude of a passenger to create customer satisfaction and customer loyalty (Choua, Lub, &
Changc, 2014). Consumer need of transport service can be fulfilled by different alternative of
transport by different transport provider but consumer look forward for transport service with
which consumer have a satisfied experience. In such case perceived value of that particular
transport creates perceived usefulness among passengers that direct consumer perceived behavior
control to reuse that transport service for transportation. Passenger behavior intention have
strong relation with perceived usefulness, satisfaction and intention to pay that are directly
associated with transport service quality to create loyalty among consumers (Londono, Prado, &
Salazar, 2017). Consumers plays a major role in the long term survival of transport agencies
thats why as more competition rises more transport service provider are focused to create loyalty
of particular brand image among customers. Brand image have strong positive relation with
perceived value, perceived usefulness and ease of use that create strong consumer relationship
with transport service (Sumaedi, Bakti, et. Al., 2016). Transport is the basic element that would
always have a great importance in every individual life so the purpose of this research is to create
a valuable experience. Attitude and subjective norm plays an important role in creating brand
image towards brand awareness that drive individual behavioral intention, loyalty and attitude
towards transport providers. Attitude and subjective norm can improvise through creating
perceived value, perceived ease of use and perceived usefulness among consumer. Attitude,
brand image and subjective norm encourage public transport travelers behavioral intention to
become loyal to particular transport provider (Sumaedi, Yarmen, et. al., 2016). The action
towards improving transport service would be great contribution in improving individual lives.
1.3 Research Objective:
To analyze the factors that leads customers intention towards Public transport services intention
to reuse it.
1.4 Research Question:
What are those factors that leads customers intention towards Public transport services and
make their intention to reuse it?
1.5 Scope of the Study:
In Recommendation for the future researches, this paper would be supporting the summary of
how transportation services should make them better to give customers more satisfaction beyond
their thinking and give them a valuable and additional benefits, so that customer leads to
satisfaction and by keeping in mind those factors, it will automatically increase profit as well in
the transport sector, the elements that customer would prefer at the time of availing the facility of
transport service, transport providers should focus on those factors and make the customer satisfy
according to their needs and make their beliefs positive with this Transportation services.
1.6 Significance of the Study:
This study will help transport service providers that how they can make their business
more valuable and profitable, how to give customer more satisfaction in particular time period
and what are the factors that service providers should remember while providing service to them.
How their attitude should be towards the customers, so customer start being loyal with the
service and prefer it to others as well. Basically those factors can also help transport service to
market their business and it will help in their network marketing as well if they give services
according to these elements. This will be a better platform to make more possible solutions to
satisfy a customer needs in that transport sector, so that they avail their services more and a
company could become a more profitable business.
1.7 Limitation of the study
Our research is totally based on Karachi environment. It has not covered the whole Pakistan.
According to our research online cab service is very useful and most satisfactory service in
Karachi. Although there were some issues in past regarding transportation. Researchers can
investigate other cities of Pakistan regarding issues that passengers are facing on cab services in
other different regions of Pakistan.

Chapter # 2
2 Review of related Literature
2.1 Theoretical Background
Theory of planned behavior model has been introduced by Ajzen and Fishbein (1975).
Basically, this theory is imposed on our research as in the factor of transportation services we
must have to know about the customer expectations, their beliefs and all about their behavior
towards the transportation services. Furthermore, how customer could reuse the services, its a
fact where customer go with satisfaction from any sort of service and why he would be going to
reuse the same service. This would help in understanding loyalty of consumer towards that
particular transport. Mouwen (2015) showed that customer expect positive attitude, emotion and
loyalty to them so that by these things customer go along with the same service again and again
when they need that particular service at any time. Chen (2015) examined that customer dont
know about the service they are going to face it at the time of using, so the attitude of service
provider and if they give any sort of additional benefit to their customer so client would be
automatically satisfying with the service and refer it to someone else as well. Das & Pandit
(2014) analyzes the thing that customer dont like to wait anywhere so they have to be time
punctual as well when client ordered, well in that case if service provider would be a time
punctual, customer would be going to satisfy and prefer the same service after ever. Elliot,
Armitage & Baughan (2007) examined that being told to drive as they typically members'
driving in the present investigation was not obviously impacted by time weight the danger of
being gotten by the police for rupturing as far as possible. The nonappearance of variables may
likewise represent the way that apparent behavioral control was not found be a free indicator of
watched conduct in the driving However, on the grounds that 'genuine' aims to speed
unequivocally anticipated conduct the test system, it could likewise be contended that the
consequences of the present examination offer help for the TPB and the legitimacy of the driving
test system as an instrument measuring drivers' speeding conduct. Wang, Fan, Zhao, yang & FU
(2014) analyzes that vehicle purchasers know about environmental change and they will pay
generous of cash to embrace green vehicles to satisfy their own ethical standard and duty. on
these investigations, it is demonstrated that the variable of individual good standard has an effect
on behavioral goal. Therefore, notwithstanding the three essential components (subjective
standard and saw behavioral control) in the TPB demonstrate, this fuses individual good standard
into TPB 2016model to manufacture an expanded TPB show foresee the behavioral expectation.
Subjective norms play an important role in creating perceived behavioral control towards attitude
among consumers. Transport provider should take care of consumers subjective norm by
promoting their brand image by targeting consumers subjective norms by delivering positive
massages and actions. Consumer subjective norm, attitude and brand image of individuals have a
great importance in directing individual intention to reuse public transport (Sumaedi, yarmen et,
al. 2016). Brand image should be focused on individual emotions and feelings in order to create
a positive image among users. This would help in targeting new customer who would get
attracted by other loyal customer. Subjective norm can also be enhancing by giving training to
transport works in communication skills in a manner that is more demandable by the customer.
Technology acceptance model is based on the theory which shows that what are the
factors due to which customer are accept technology and use it. Technology should be focused
on the needs of consumer because customer perceived usefulness plays an important role in
accepting that particular technology. Perceived usefulness and ease of use have a significant
impact on consumer intention to accept technology (Kim, Park, & Morrison, 2008). The
technology should be easily understandable so customer interest would not find it difficult to use
in order to fulfill its need. In this case the importance of ease of use can be understand in
directing consumer decision about that technology. Ease of use of technology and perceived
usefulness of consumer plays an important role in technology adoption decision of consumer
(Mallat, et. al., 2006).
2.2 Empirical studies
Attitude towards intention to reuse
Mouwen (2015) investigate the components that lead to the customer satisfaction in the sector of
public transport services by using descriptive data of public transport. The impact of particular
client qualities on fulfillment and characteristic weights put the outcomes with regards to
directing instruments of PTA (Public transport authority) in an offering situation. In this study,
according to their paper, there is a significant impact of attitude, emotions and loyalty with the
customer satisfaction Customers expect a positive attitude from the service provider and there is
a great role of technology upgradation in this transport services which may lead to the
profitability of the transport service sector. There is a value of more advance vehicles providing
in a transport sector more cars and vehicles with multi functioning option. Hence PM should give
a technology up gradation in this service of transport so the customers attitude become positive
towards it their needs will be satisfy with these type of services.
Carreira, LiaPatrcio, ET. Al. (2014) Understanding the travel involvement and its effect on
emotions, loyalty and attitude of individual towards the transportation supplier. A quantitative
examination with mid-separate transport trips. The investigation find out and confirm the
passenger traveling experience, demonstrating that, when contrasted and customary travel benefit
quality, the passenger experience is more unsatisfied and stretched out in time, and includes both
subjective evaluations and emotions towards transport providers. The examination comes about
demonstrate that a careful perspective of the travel encounter is vital for understanding traveler
loyalty practices and determines essential consequences for the administration of service of
transport and its framework. This investigation tends to mid-separate transport trips, yet
suggestions for other transportation areas waterway so be made, for example, the significance of
tending to the traveler encounter all through each snapshot of contact with the vehicle suppliers.
Hence PM should make their attitude, emotions best with their customers to attract them with
their transport services and make them loyal with them.
Chen (2015) analyzes the interrelationship of service quality, satisfaction of the customers and
their behavioral intention of Bus passengers. Successful and proficient open transportation
framework is an imperative intends to diminish the Use of private vehicles and thus accomplish
reasonable transportation. To build the Ridership of transports, helpful techniques ought to be
taken which is to a great extent in view of the Comprehension of the pertinent elements and
travelers' conduct goals. Previously diverse methodologies, for example, SEM and discrete
decision models have been utilized to investigate this imperative subject. Be that as it may, none
of existing writing has utilized+ the HLM (hierarchical linear modeling) to treat heterogeneous
information under progressively settled structure. In this examination we have utilized the HLM
to examine the connections among factors out in the open transportation in diverse areas in
Taiwan. With this novel approach, numerous discoveries showed up in the Writing have been
reconfirmed. For instance, benefit quality is a basic determinant of Clients' travel request and
client impression of administration quality Are fundamental to advance open transport ridership
and trigger positive externalities Likewise, numerous new impacts, for example, the intercession
Impact and directed intercession impact have been presented which give new bits of knowledge
to transportation organizers and administrators. With this more exact clarification of Relationship
among enter factors openly transportation, suitable procedures progress toward becoming
Conceivable which will quicken the pace toward economical transportation. Hence PM should
provide additional benefits and positive attitude to their customers so that customer become
satisfy with the service and intend to reuse the service.
Chou, Lu & Chang (2014) Impacts of administration quality and client fulfillment on client
confidence in high speed rail benefits in Taiwan. This examination exactly researches the
connections between benefit qualities, consumer loyalty, what's more, client reliability in the
HSR benefit setting. Information for this investigation were acquired from a review directed in
Taiwan. The fundamental research discoveries are compressed lower. To begin with, the
administration quality properties in HSR administrations which travelers most concurred are
most critical to consumer loyalty are as per the following, in plunging request: auto cleanness,
perfect appearance of workers, representative administration disposition, solace of cooling, on-
time execution, wellbeing of driving, determined quality of driving, cordiality of representatives,
and auto gear. The factor examination demonstrates that faculty benefit was the most vital
administration quality measurement, taken after by steady quality of, unmistakable, and comfort
of administration quality measurements. These comes about are steady with discoveries detailed
in past transportation examines on benefit quality. Hence PM should apply those techniques to
satisfy their customers they includes the appearance of the driver, their effective conversation
their driving style and the time management these all make a customer more satisfy.
Das & Pandit (2014) examine the Assurance of level-of-benefit scale esteems for quantitative
transport travel benefit traits in view of client judgment. This exploration introduces a general
system to decide LOS scale esteems for transport travel in view of client discernment utilizing
the Law of Successive Interval Scaling and shows strategy by applying it on the client
recognition information gathered from transport clients in Kolkata. While the instrument of LOS
has been utilized by different analysts and government associations to and screen benefit quality,
so far the LOS scales utilized for open transportation have not built up from client discernment.
LOS has been distinguished from existing writing to be a measure of administration quality as it
mirrors clients' observations or fulfillment on various or scales. For instance, LOS a (decent) to
wait time is zero minutes as indicated by of this examination, LOS B (great) is from 0.1 to 4
minutes and LOS C (normal) is 4.1 to 20.0 minutes. This data can be wisely utilized by travel
organizers and administration to configuration booked degrees of progress between two back to
back transports touching base at transport stops. In like manner, data accessible on LOS scales
for the other travel benefit characteristics can likewise be utilized plan and enhance transport
travel benefits in a given city. This instrument has specific utility in planning transport travel
benefits in creating nations like India where there has been a considerable venture, as of late, in
creating Bus Rapid Transit Systems in urban territories. Hence PM have to make their time
management according to the country and LOS scale should be according to the country and the
most preference they should give to is the on-time execution that customer may not to wait for
their ride. There will be availability of rides so they have to make more rides according to the
customers.
Ease of use towards intention to reuse
Cascetta & Carten (2014) investigate A Quality-Based Approach to Public Transportation
Planning by using data. Variables used for the study public transport service quality, quality
measures, transport planning, travel behavior modeling. The study uses the linear analysis
technique is used. Result indicate that European service want to improve their quality standards.
Quality standards can be improving by transport service quality and it will provide a satisfaction
to the customers. Although service quality maintains a loyalty in customer to the pertaining
brand. The EU in 2002 institutionalized the prerequisite to characterize targets and measures for
benefit quality in passenger public transport for the improvement of amazing PPT, and gave rules
to choosing suitable estimation techniques. Appraisal of administration quality in Public
Passenger Transport (PPT) requires strategies for characterizing standard quality markers and
related estimation procedures. PM should make and apply the policies on large scale for the
improvements in public transport systems. A strong and reliable tool should be made to
interrogate and access public passenger transport services.
Celik, Bilisik, Erdogan , Gumus , Baracli investigate A coordinated novel interim sort 2 fluffy
MCDM strategy to enhance consumer loyalty out in the open transportation for Istanbul by using
data. Variables used for the study customer satisfaction, service performance, customer loyalty,
public transportation problems. The study uses the factor analysis, ordered logit modeling and
Multiple-criteria decision-making (MCDM) method. Results indicate that in urban areas people
were having many problems in transportation. Construction of roads was not that much good that
it can provide comfort full journey. Although people were also having problems in trading the
goods in urban areas. Due to this pathetic transport condition of urban areas the business of
urban areas was going down. In broad daylight transport, negative occurrences, for example,
postponement of vehicles, absence of data, missing data or discourteous representatives have
most astounding effect on consumer loyalty. Cases of these negative occasions incorporate
postponement of vehicles, absence of data, falsehood, or discourteous representatives (Friman,
2004). To improve the condition of public transport and to increase the customer satisfaction.
Public transport should be meet the customers expectation in according with service quality that
should be done by Transport Company to provide a safe and comfortable journey. Hence it is
suggested that PM and management should improve the public transport by using effective
technique especially in a city like Istanbul where there is a large crowd of people travelling form
public transport. Roads should me made every year to avoid issues regarding transportation
problems
Gupta and Datta investigate that Organizing administration qualities for quality up-degree of
Indian railroad stations by using data. Variables used for the study are India, Railways, Customer
services quality, Customer satisfaction, Passengers, Railway stations, Level of importance, Law
of Categorical Judgment. The study uses the regression analysis technique. Results indicate that
passengers travelling from Indian railway very facing some issues regarding their travelling.in
India railway is an economical means of transportation for the people. Transportation resources
should be according to customer perception that comprises of service quality of and customer
satisfaction that should be done for the passengers who travel from trains. Passengers who are
travelling individually or with groups or with friends and with family have different perception
and expectations of the services provided at railway station. A certain customer satisfaction level
arises in a passenger mind when peak times comes at railways stations. PM and management of
railway station should make certain changes like neat and clean railway station, information
should be provided at every aspect, train should arrive on time and many other services regarding
public transport regarding to their policies that a makes a passenger feel satisfied at railway
station.
Mallatm, Rossi, Tuunainen, Oorni (2006) investigate that an experimental examination of
versatile ticketing administration selection out in the open transportation by using data variables
used for the study are Mobile Commerce Mobile ticketing, Adoption, Use context, Mobility,
Mobile user, Behavior, Technology adoption. The study uses the Regression analysis. Results
indicate that mobile ticketing is a beneficial service invented for providing a comfort and
compatibility to passengers. Passengers adopted that service due to it is easily in use and it is
also less time consuming. This technology is cost effective.it is very ease for a passenger to use
this mobility application of mobile ticketing.it is great innovation in the field of mobile
commerce. In past decades passenger use to buy tickets from stations in standing long lines. But
now because of mobile commerce passenger can buy tickets through websites and now mobile
applications has been made to remove a complexity for passengers. Hence it is suggested that
PM and management should bring new innovative applications in the field of transportation to
provide EOU with the user-friendly applications in mobile ticketing service.
Park, Kim investigates Driver acknowledgment of auto route frameworks: reconciliation of
locational exactness, preparing rate, and administration and show quality with innovation
acknowledgment show. By using data. Variables used for the study are Car navigation system,
Technology acceptance model, and Perceived locational accuracy, processing speed, and
Satisfaction, System and display quality. The study uses the structural equation modeling
technique. Results indicate that car auto route frameworks and navigation system are very useful
now days for drivers, it is technology that is created for the ease of use for the passengers and
drivers as well as it is also a powerful for the cars. By utilizing continuous guide information
administrations gave by satellites, drivers can get to geographic and movement data about their
surroundings and in addition bearings to their coveted goal. The car auto route framework
identifies the speed, traffic and it also tell route to anyway. If the driver is going wrong it also
gives an indication of the wrong route which gives a driver a feel of satisfaction. And there are
many other reasons that are why car navigation systems had been installed in cars. PM should
make the car navigation system a compulsory attachment. It should be improvised and enhanced
according to the competitive global market.
Perceived Value towards customer satisfaction
Oa, Oa, Eboli , Forcinit & Mazzulla(2016) investigate about the Travel travelers' behavior and
the impact of administration quality and client fulfillment by using data. Variables used for the
study service are quality, satisfaction; passengers opinions & behavioral intentions of traveler.
The study uses the technique structural equation modeling and confirmative factor analysis for
the proper result of this research. Results shows these factor satisfies the customers. The service
quality satisfies a passengers behavioral intentions. As it is known by the research that customer
behavioral intentions are that customer should be satisfied by service quality provided by the
drivers and transporters. The behavioral intention is the main component that has a direct impact
on customer satisfaction and perceived value. This research will help the PM and the managers
in future for making effective strategies to analyze and fulfil the passengers needs. The
strategies will help them to satisfy new passengers but also existing passengers will be retained.
Although behavior has a very effective impact on passengers mind because it shows that how
efficiently passengers is dealer and that makes a passengers mind whether he want to retain the
company or wants to utilize other company services. Many researchers have been done on
service quality but passenger satisfaction is also an important component that should be
researched on the basis of behavior intentions and its impact on passengers. This research will
give an effective solution that consumer expectation can be achieved by the relation of service
quality and effective administration.
Londoo, Prado, Salazar, (2017) investigate Administration quality, saw esteem, fulfillment and
expectation to pay by using data. Variables used for the study are Service quality, perceived
value, Satisfaction, Intention to pay, Theatrical services. These study uses the technique
confirmatory factor analysis and structural equations model. result indicate that the importance
of dramatic and theatre presentation represents singing dancing, different characters playing
different roles according to their topic or accordingly to the script but there are important factors
that should not be neglected by the administration. The main factor that is seen by the people is
comfort of the cinema or hall that gives a satisfaction to the people who come there to enjoy their
leisure time and that accomplishes the quality of the service their value that they give to the
customer. Complementary services should be given that will give to them that will make them
feel that they are a valued customer for the company. Positive attitudes will be shown by the
people who will be visiting there and they will also provide a positive feedback. It will make a
great impact and a positive user experiences. transport parking facilities should be given not only
to the people who come for watching but also for the visitors.as like transport services makes a
person more comfortable and a remembrance of best past experiences that will allow him to
retain same company for the future travellings. Hence it is suggested that administration and PM
should make an improvisation in their services for future benefits.
Sik Sumaedi, Yuda Bakti, Rakhmawati, Judhi Astrini, Yarmen, (2015) investigate that Variables
affecting the behavioral goal of open transport travelers .by using data. Variables used for the
study Perceived value, Service quality, Satisfaction, Behavioral intention and Public transport.
The study uses the technique of structural equation modeling (SEM) and confirmatory factor
analysis (CFA). Results indicate that travelers are the assets of the transport companies. All
companies when start a transport service hires trained drivers and conductors and others staff for
creating a new brand value in market. Although a positive human behavior that can satisfy a
passenger and make them feel positive when they travel in any transport service. This increases
an encourage of again using the same public transport company the one which was used last time
by a passenger and they also recommend other people by the word of mouth to use that particular
company for travelling. If a company values a customer and provides him a satisfaction, then a
passenger will always show a positive attitude towards the company. Although many researchers
findings are that satisfaction have an impact on consumer behavioral intention to pay for the
transport service that he has utilized. Perceived value is the points of success or failure that a
passenger gives to that or to that company services on the basis of their past experiences when
they travelled from that particular transport company and it also reminds a passenger about the
perfection in service quality. Hence it is suggested that PM or management of the company
should make a betterment plan for the passengers satisfaction
Paratoo, Harvey, Rad (2014) investigate the Fulfillment OF TOURISTS WITH PUBLIC
TRANSPORT: AN EMPIRICAL INVESTIGATION in Dubai. Variables used for the study are
Public transport, metro, satisfaction, quality, value, reputation, Dubai. The study uses the
technique confirmatory factor analysis (CFA) and. Structural equation modeling (SEM) was
used. Results indicate that service quality gives a comfort level associated with consumer
satisfaction to a passenger. Travelling at any place or going for a tour in any country makes a
passenger thinking about service quality of the transport company. Value gives a concept of the
utilities assessment of any product that would be used on the basis of what is given or what is
received or a factor that is analyze by a customer when a passenger wants to travel at any place.
It has become a main key point construct in any business and as a main factor of satisfaction.it is
a customer loyalty variable and perceived value is also used to emphasize this consumer
perspective. value is considered to reside not in the product/service offered to satisfy a customer
need, but in the benefit that the product provides to the customer.in other meaning a product or
service when it is used then get knower about the value of it. Value is made through usage of a
product where the customer is direct or indirectly involved for using the product.it also creates a
positive impact in consumer mind which also increases the reputation. Hence PM should make
their value through providing a better and value addition services in their PT sector so customer
will be going to perceive good about that service.
Kum Fai Yuen and Vinh V. Thai (2015) investigate Administration quality and client fulfillment
in liner shipping by using data. Variables used for the study Service quality, Customer
satisfaction, Strategic management, Shipping. The study uses the multiple linear regression
analysis. Results indicate that service quality can be maintained through clear through proper
trainings and employees attitude towards its workplace. in todays world quality of a service can
be seen when the service is going on till when the service is completed. When it comes in
shipping industry which comes in service sector have some issues regarding service quality. The
price of transportation in not fixed it depends on the raw material and on the quantity. Price also
changes on a negotiation with the companies. Here the safety factors also come that comprises
the service quality factor. When a product is traded in the market its quality also matters from
consumer point of view. As related to the service quality it comes on the customer satisfaction
when customer is satisfied with the service. It creates an affective reaction and a fulfillment
response of the service which he had experienced. It also creates customer loyalty with the
company that he will again repurchase that same product according to his need. It is suggested
that PM should make their prices favourable and defined so that customer feel safe while using
the particular service and through that they will become satisfy.
Subjective Norm towards intention to reuse
Chen (2016) investigated Utilizing the reasonable adjusted TAM and TPB to dissect the impacts
of saw green an incentive on reliability to an open bicycle framework by using the data.
Variables used for the study are perceived usefulness, perceived behavior control, perceived
value, subjective norms and satisfaction. The study uses the technique of their study indicates
subjective norms is based on behavior on the consumer as the government is focusing to improve
the transportation service to improve the environment and prevailing for green the study focus on
Tam and TPB model to know about the link between casual bike and public transport. Subjective
norm is directly connecting with the loyalty and show a positive affect towards intention to act.
Subjective norm is also effected by the values however subjective norm is has an impact on
switching intention by TAM and TPB. the result has to be noticed that this investigation features
three further territories of research. To begin with, just the utilization experience of open bicycles
was investigated; in this way, additionally research can evaluate the client practices of different
types of green transportation and look at their discoveries. Second, future work can utilize
diverse outside factors, for example, the administration quality measurement. Third, since this
investigation investigated the speculations utilizing surveys, just cross-sectional discoveries were
touched base at; the information could not show the dynamic outcomes in various times of open
bicycle use through vertical sectional examination. It is in this way recommended that future
examinations can utilize a vertical sectional way to deal with consider the ways between the six
builds for open bicycles over some stretch of time. These hypothetical commitments could
produce essential edification in the territory of green transportation brain science.
Sumaedi, Yarmen, Bakti, Rakhmawati, Nidya, Astrini and Widianti (2015) investigated that The
incorporated model of hypothesis arranged conduct, esteem, what's more, picture for clarifying
open transport travelers' expectation to reuse by using the data variables used for the study
perceived value, image, intention to reuse, subjective norms, perceived behavioral control and
satisfaction. The study uses sampling technique and survey method to do research. Study
indicates that intention to reuse is influenced by attitude toward transport a subjective norm.
Ajzen define subjective norm as the perceived social pressure to perform or not to perform the
behavior. The result indicated that people intentions towards public transport is positive attitude
and their intention is to reuse that was influence by the image of the service and their perceived
values are fulfilling which gives influence on subjective norms. The public has more intention
towards the public transportation in Indonesia because of good and services which influence
them to reuse it.
Zhang, Schmcker, Fujii, and yang (2015) investigated that social standards and open transport
use experimental study by using the data variables used for the study perceived value, intention
to reuse, subjective norms, and satisfaction. The study uses sampling technique and survey
method to do research. Study indicates that travel mode is basically influenced by behavioral
control and subjective norm. The study is based on private car owner and public transport user.
The result indicate that private cars are, making more population as compare to public transport
and people get tired and get stuck in traffic while in public transport people so people have more
intention to use public transport instead of using their personal vehicles and that is cheap travel
expense as compare to travel in own cars and that makes that satisficed to travel in comfort in
public transport.
wang, fan, Fu,zhao and yang (2014) investigated that anticipating customers goals temperance
half and half electric cars utilizing and broaden form of hypothesis of arranged conduct By using
the data variables used for the study perceived value, perceived behavioral control, subjective
norms, and satisfaction. The study uses questioner and survey method to do research. Study
indicates that travel in (HEV) hybrid electric car is an efficient energy control people have more
intention to travel in that public behavior and subjective norms has been effected by that HEV.
The result indicate that Hev cars are fuel efficient and save money with makes consumers
satisfied and people are willing to travel in that fuel efficient cars there Attitude towards these
cars are positive intention to use is high and they want to reuse that again with makes
environment healthy and male low pollution and efficient cars with good image and comfort.
Kerr, Lennon and Watson (2009) investigated The call of the street: factors foreseeing
understudies' auto voyaging expectations and conduct by using the data. variables used for the
study are Attitude, perceived behavior control, subjective norms and satisfaction. The study uses
the technique of exploratory regression. Their study indicated that subjective norm is belief that
influential others will support behavior they do cross sectional study for the user of train, buses,
ferry and cars. Car travel has very positive stand towards traveling by their cars to universities
and other places. They fell comfortable, reliable and safe in cars and its the best thing to travel
and to control their travel in their hands. The result indicate The consequences of the present
examination have suggestions for open arrangement went for diminishing the quantity of auto
suburbanites. They recommend that the fundamental technique ought to be to concentrate on
diminishing suburbanites' behavioral aims to go via auto, particularly through endeavoring to
diminish the apparent social worthiness of auto driving and the apparent abnormal state of
individual control that workers report in connection to this conduct.
Perceived behavior control towards intention to reuse

Chen (2016) investigated Utilizing the reasonable changed TAM and TPB to investigate the
impacts of saw green an incentive on reliability to an open bicycle framework by using data.
Variables used for this study (PBC, satisfaction and usefulness) the study uses sampling
technique to gather the data and information by this method they approach number of people.
Results indicate that Seen green helpfulness is the degree to which an individual trust that open
bicycles will add to the ecological execution in some piece of his life inside a hierarchical
setting. The thoughts of Chen and Chao (2011) and Cheng and Huang (2013) were utilized to
assess this build. There are three articulations I trust that utilizing You Bikes natural execution
can enhance activity quality I trust that utilizing You Bikes natural capacities can make me more
advantageous and I trust that the nature of the living condition enhances in the wake of utilizing
You Bike. PU shows people are loyal towards the services they get from it and their optimum
satisfactions feel to them we got this information the method previously discussed. The results
show PBC and satisfaction can influence their interest to use this and it has significant impact on
it and users and non-users to market their feeling through word of mouth in their friends parents
and on other social gatherings
Sumaedi, Yarmen, Bakti, Rakhmawati, Astrini and Widianti (2015) investigated The integrated
model of theory planned behavior, value, and image for explaining public transport passengers
intention to reuse by using their data. Variables used in this study PBC, perceived value and
satisfaction the uses sampling technique to collect the data. The results indicate that PBC does
not influence public transport intention to reuse and it is very limited. On the other hand, it has
positive impact on customers loyalty and reuse the public transport the researchers also find that
value that a customer gives to public transport varies time to time experience to experience thats
why their intention to reuse the service in not positive the perceived value has not positive
impact as far as intention to reuse is very low not considerable in this. In this value has its
importance as well, it carries additional picture in customers mind so he can relate the
satisfaction to it and create by using public transport on and off and though experience the
services to relate satisfaction and also by comparing it by other services in public transport. With
this information this study tells that PBC has an impact on intention to reuse the service also
attracts to non-users by word of mouth. In future researchers can work on other variables.
Elliott, Armitage, Baughan (2008) investigated that Utilizing the hypothesis of arranged conduct
to foresee watched driving conduct by using their data, variables used in this study are (perceived
behavior control and attitude) the technique use in this article is regression method to analysis its
findings. The results indicate that The model suggests that conduct is codetermined by aim and
saw behavioral control. Aims are rundowns of individuals' inspiration, demonstrating the degree
to which individuals need to play out a conduct and how much exertion they are readied to apply
keeping in mind the end goal to perform it. Seen behavioral control mirrors the apparent
straightforwardness or trouble of playing out the conduct. Hidden aims are three free factors state
of mind towards the conduct positive or negative assessments about playing out the conduct. The
mean of five things was utilized as a measure of saw behavioral control. Everything was
evaluated by respondents utilizing. The five things were I trust that I can abstain from surpassing
as far as possible while driving in the following week certainly don't unquestionably do in the
event that it were altogether up to me, I am sure that I would have the capacity to abstain from
surpassing the speed restrict while driving in the following week How certain are you that you
will have the capacity to abstain from surpassing as far as possible while driving in the following
week not in the slightest degree sure extremely certain How much individual control do you
think you have about whether you abstain from surpassing the speed restrain while driving in the
following week (next to no control finish control) what's more for me abstaining from
surpassing as far as possible while driving in the following week would be.
Groot and Steg (2007) investigate General Beliefs and the Theory of Planned Behavior, The Role
of Environmental Concerns in the TPB by using data. Variables that use in this study are Pbc,
attitude and intention the study uses Regression technique to get the results for their research The
third determinant, saw behavioral control (PBC), alludes to a man's conviction in the matter of
how simple or troublesome it is play out the conduct. This determinant is reliant on control
convictions. to expectation to utilize the uplifting states of mind, positive subjective standards,
and high saw behavioral control toward the utilization of the transferee were identified with more
grounded intention to utilize the transferee. Respondents assessed the significance and
probability of the angles to utilize the transferee for shopping and working outings, individually
travel costs, travel time, comfort, adaptable flight time, take- along baggage, condition,
wellbeing, security, protection, climate, accessibility of parking spots, congested driving
conditions and deferrals, and unwinding. These perspectives were chosen from past
investigations on travel mode decision. To begin with, respondents appraised the significance of
these perspectives for shopping and working outings, separately. Next, respondents showed the
probability that utilization of the transferee would bring about these results. The findings stats
that these are positively correlated with each other, that impact on environment when its
compatible with the relation.
Wang, Jin, Zhao, Yang and Fu (2014) investigated Foreseeing buyers' goal to embrace mixture
electric vehicles: utilizing a broadened form of the hypothesis of arranged conduct show by using
data. The variables use in this study are PBC, norm and satisfaction the study uses questionnaire
survey technique this study indicates that In spite of the helpfulness of the TPB show, various
endeavors to enhance the logical control have been made, by including extra factors, for
example, moral convictions demonstrated that individual sentiments of good obligation or
individual good standard are required to build the TPB's informative power while analyzing
person's goal to perform certain natural cordial practices and found that a person's ethical
standard plays a noteworthy part in foreseeing behavioral aim found that German vehicle
purchasers know about environmental change and they will pay considerable sums of cash to
embrace green vehicles to satisfy their own ethical standard and duty. Based on these
investigations, it is shown that the variable of individual good standard has an unmistakable
effect on behavioral expectation. Along these lines, notwithstanding the three essential
components demeanor, subjective standard and saw behavioral control in the TPB show, this
examination joins individual good standard into TPB model to manufacture a stretched out TPB
model to foresee the behavioral expectation. The satisfaction is related with PBC both lying on
each other positively. Brand image of Airline Company.
Perceived usefulness towards intention to reuse
Kim, Park and Morrison (2007) investigated a model of voyager acknowledgement of portable
innovation by using the data variables used for the study perceived usefulness, ease of use,
intention to use and satisfaction. The study uses interviews and survey method to do research.
Study indicates travel experiences and the significant and the positive way and attraction toward
usefulness and ease of use they also talk about travel mobility they also talk about the mobile
devices productivity in travels they have luxury cars to travel but not have a device to capture
that travel moments the mobile can help then to store those beautiful moments of life and to
contact to other people on calls the mobile device is also useful for them to find the way during
travel journey
The result indicates traveling in good and its useful for us if we have open mind we can learn so
many things the mobile device help us mobile service allows us to know about the beauty of
place and the other things like restaurants and other stay places and its make journey and us
satisfied and allow us to travel again to find the beauty of world.
Park and Kim (2013) investigated Driver acknowledgment of auto route frameworks mix of
locational precision, handling pace, and administration and show quality with innovation
acknowledgment show by using the data variables used for the study ease of use, intention to
use, attitude, perceived usefulness and satisfaction. the technique use in study for collection data
is online survey. their study indicates that satisfaction is based on usefulness of the cars
navigation system and driver attitude is based on that through with they have intention to use that
is occurs. Usefulness is also based on the service and the quality of the cars through which they
get satisfaction the result indicate that driver behavior is based on the satisfaction he gets from
the car.
2.3 Hypothesis Developtment
Recommendations for PI ( Policy Implications) are that they should give a technology up
gradation in this service of transport so the customers attitude become positive towards it their
needs will be satisfy with these type of services. If they make their attitude, emotions best with
their customers to attract them with their transport services and make them loyal with them. They
can increase their sales by providing additional benefits and positive attitude to their customers
so that customer become satisfies with the service and intend to reuse the service. should apply
those techniques to satisfy their customers they includes the appearance of the driver, their
effective conversation their driving style and the time management these all make a customer
more satisfy. They have to make their time management according to the country. LOS scale
should be according to the country and the most preference they should give to is the on-time
execution that customer may not to wait for their ride. There will be availability of rides so they
have to make more rides according to the customers. In all the aspects attitude is basically how
the service providers respond to their customer and fulfill their satisfaction
H1: Attitude has a significant impact on their intention to reuse in this PT service sector.
In This relationship PM should make and apply the policies on large scale for the improvements
in public transport systems. A strong and reliable tool should be made to interrogate and access
public passenger transport services. (Mouwen,2015) Whereas, management should improve the
public transport by using effective technique especially in a city like Istanbul where there is a
large crowd of people travelling form public transport. Roads should me made every year to
avoid issues regarding transportation problems.(Carreira, Patrcio, Jorge and Magee(2013).PM
and management of station should make certain changes like neat and clean railway station,
information should be provided at every aspect, train should arrive on time and many other
services regarding public transport regarding to their policies that a makes a passenger feel
satisfied at railway station.( Chen,2015) PM should bring new innovative applications in the field
of transportation to provide EOU with the user-friendly applications in mobile ticketing service.
Lastly, they should make the car navigation system a compulsory attachment that will be easy to
use for their service providers and customers as well. It should be improvised and enhanced
according to the competitive global market. (Chou, Lu & Chang (2014)
H2: Ease of Use has a significant impact on their intention to reuse in this PT service sector.
In This relationship PM should improve their services accordingly in future for making effective
strategies to analyze and fulfill the passengers needs. Park, Kim (2013). The strategies will help
them to satisfy new passengers but also existing passengers will be retained.( Cascetta & Carten
(2014) Administration and PM should make an improvisation in their services for future benefits.
PM should work on management of the company and make a betterment plan for the passengers
satisfaction.( Celik, Bilisik, Erdogan, Gumus, Baracli (2013) They have to create their value
through providing a better and value addition services in their PT sector so customer will be
going to perceive good about that service.( Gupta and Datta (2011 ) PM should make their prices
favorable and defined so that customer feels safe while using the particular service and through
that they will become satisfy. Mallat, Rossi, Tuunainen, Oorni (2006)
H3: Perceived Value has a significant impact on their intention to reuse in this PT service
sector.
Hence it is suggested that policy makers should focus on service quality of the public transport
service because it has a major impact on attitude of the passenger. (Hensher (2015). people
intentions towards public transport is positive attitude and their intention is to reuse that was
influence by the image of the service and there perceived values are fulfilling which gives
influence on subjective norms. (Yuen & Thai (2015) The public has more intention towards the
public transportation in Indonesia because of good services which influence them to reuse it
.transportation companies should give additional facilities to the traveler to retain their
customers.( Inkinen and Tapaninen and Pulli (2009) all the cars should be fuel efficient,
comfortable seats and behavior of the drivers creates the positive feeling in customer mind.
( Abenoza, Cats & Susilo (2016)
H4: Subjective Norm is a factor has a significant impact on their intention to reuse in this
PT service sector.
PBC and satisfaction can influence their interest to use this and it has significant impact on it and
users and non-users to market their feeling through word of mouth in their friends parents and
on other social gatherings.(Becker and Albers (2015).PBC has an impact on intention to reuse the
service also attracts to non-users by word of mouth(Juan, Rocio, Eboli and Mazzulla (2014)
Customer is relying on PBC of SP at the time of availing the service. Customer dont know how
the SP is at the time of driving what is his mood or emotions and he is going to drive accordingly
with his behavioral intention. There PBS play an important role on customer satisfaction. Study
Measured PBC individually by travel costs, travel time, comfort, adaptable flight time, take-
along baggage, condition, wellbeing, security, protection, climate, accessibility of parking spots,
congested driving conditions and deferrals, and unwinding. These perspectives were chosen from
past investigations on travel mode decision. The satisfaction is related with PBC both lying on
each other positively. (Ali, Filiei and Lal Dey (2014)
H5: Perceived Behavioral Control have a significant impact on their intention to reuse in
this PT service sector.
Hence, it is recommended that PM should make application that will be useful in that PT sector
and both customer and SP can use that application regarding TS.(Sumaedi, bati, rahmawati,
astrini, widianti, and yarmen. (2015) Authorities should make strategic implications regarding
ticketing services by which customer can see information related TS on home based approach. It
will be a useful innovation in this sector.( Roberto F. Abenoza, Oded Catsab, Yusak
,O.Susilo(2016) Examinations can utilize a vertical sectional way to deal with ponder the ways
between the six builds for open bicycles over some stretch of time. These hypothetical
commitments could produce urgent instruction in the range of green transportation brain science.
Its useful for us if we have open mind we can learn so many things the mobile device help us
mobile service allows us to know about the beauty of place and the other things like restaurants
and other stay places and its make journey and us satisfied and allow us to travel again to find
the beauty of world. Thus, Authorities should make Innovative things to improve TS quality and
how to retain customers and make them loyal to their PT services.( Thomas Kolawole Ojo
(2017)
H6: Perceived usefulness has a significant impact on their intention to reuse in this PT
service sector.
2.4 Model Framework
Attitude
Intention to Reuse
Perceived Behavioral
Perceived
Subjective
Perceived
Ease of
Usefulness
Use
Norms
Value
Control
Chapter # 3
Methodology
3. Methodology
3.1 Research approach
There are two types of approaches.one is the quantitative approach other one is the qualitative
approach. The research is based on quantitative approach that to under the correlation in between
the variables of this research.as the motive of this research is determinants of customer
satisfaction in online cab service. Qualitative approach is very reliable, authentic and objective
approach and this approach is least detailed then qualitative data. It allows the researcher to
measure and analyze data that are studied in detail.
3.2 Research purpose
There are different types of research methods that are most commonly used in descriptive
research. In descriptive research it practices introductory study of the research project.in
explanatory research it objective to revise or from a theory.in exploratory research it picks up
confirm about a problem in hand. our research purpose for this study is explanatory research
method. the research is meant to convey actualities where a small amount of evidence exists.
3.3 Research design
There are two types of research.one is the quantitative research other one is the qualitative
research. However, this research is based on quantitative research. This type of quantitative
research is based on correlation and it is used to identify the relationship between dependent and
independent variables. It also helps us to identify which variables are interrelated and for that
reason we are choosing this research type and topic.
3.4 Data source:
In this study the data source that has been used is primary source. . this enables people to analyze
the facts and figures. The difficult situations that they have to face in their daily lives. This
enables students to develop their skills, abilities and knowledge and detailed their analytical
abilities.
3.5 Target population
As this research is based on determinants of customer satisfaction in public transport services of
Pakistan this research would contribute all those people who travel through online cab services.
Therefore, target population of this study are the students and professionals who usually use
online cab service.
3.6 Sample Size
The sample measure of this study is 400. we bring students from iqra university for sample. The
study is based on the research conducted by the help of questionnaire. Using 341 questionnaire,
59 questionnaires have not been used in this study because of outliers and incomplete data.
3.7 Data Collection Techniques and Tools

For the most part, there are four sorts of information gathering systems and tackles that are
Survey(questionnaire), Focus Group Discussion, Interviews and Observations. for this consider
researcher likes to utilize the sort that is survey. Essentially, in poll before go to information
gathering we adjust the things from genuine source on which we discover the quantities of each
inquiry one shows strongly agree, second shows agree, third shows neutral, fourth shows
disagree, and five shows strongly disagree. Additionally, the procedure which we utilized as a
part of information gathering this is review based. At the point when researchers go for
information accumulation researchers ask for the students to give response and take an interest in
this research furthermore, after taken the input from students researchers says some amiable
words, for example, much thanks to you such a great amount without your response this study do
not be finished.
3.8 Data Collection Instruments

The information for this research is gathered through surveys(questionnaire) which distribute
among the target population. The scale which comprise unique inquiries for questions by number
of decisions 1. Strongly Agree 2. Agree 3. Neutral 4. Disagree 5. Strongly Disagree.
3.9 Sampling Technique

There are two kinds of sampling procedures. Initial one is Probability sampling and the second
one is Non-probability sampling. These strategies are additionally characterized. For this
investigation, non-probability sampling is chosen and further in its arrangement, we have chosen
convenience sampling. Basically, this technique is extremely quick and effortlessly accessible in
a comfort way and it is practical and extremely appealing choice for researchers. This strategy is
gathered with the population available and information is on time accessible.
3.10 Statistical Technique

3.10.1 Reliability Analysis
To quantify or check the consistency of the measurements, the instrument that is utilized is
reliability analysis. To check the reliability of the information we use multiple structural question
based likert scale questions. Be that as it may, Cronbach Alpha is used as quantifiable assembly
to check reliability analysis. Once applying reliability analysis test in Statistical Package for the
Social Sciences (SPSS) the estimation of Cronbach Alpha should be equivalent to 50 percent or
should be better than 50 percent.
3.10.2 KMO and Bartlett Test
Kaiser-Meyer-Olin (KMO) test recognize how much data is suited for factor investigation. The
value that is passable in KMO should be at least 0.7 or more than 0.7, the value could be zero or
could be towards one. Bartlett test demonstrates the acceptability and manageability of the
appropriate responses tended to for the issue.
Bartlett test must be under 0.05.
3.10.3 Exploratory Factor Analysis (EFA)

Exploratory factor analysis (EFA) is a quantifiable approach which is used to constrain the data
into a littler type of factors and to notice the relation among the factors. These kind of analysis
give a factor structure data in which a gathering of factors that depend on the strong association.
3.10.4 Regression analysis
Regression Analysis is accurate technique for assessing link among dependent and independent
variable. Nevertheless, it incorporates a few procedures for demonstrating and investigating
diverse variable. Moreover, it helps in understanding the connection between two variables that
how much change happens in dependent variable when other dependent or independent variable
changes. In this manner, normally regression analysis is used for assessing contingent desire that
the amount one independent variable is a part of dependent variable when data is fixed.
3.11 Model hypothesis

H1: Attitude has a significant impact on customers intention to reuse in this PT service sector.
H2: Ease of Use has a significant impact on customers intention to reuse in this PT service
sector.
H3: Perceived Value has a significant impact on customers intention to reuse in this PT service
sector.
H4: Subjective Norm is a factor has a significant impact on customers intention to reuse in this
PT service sector.
H5: Perceived Behavioral Control have a significant impact on customers intention to reuse in
this PT service sector.
H6: Perceived usefulness has a significant impact on customers intention to reuse in this PT
service sector.
3.12 Variables description
3.12.1 Attitude
it is the propensity to act positively or negatively towards a certain situation, idea, object or
event.it it influences a person choice of action and its responses to changes.
3.12.2 Ease of use
It is the level of usage of an application that how easily it can be use in a passage of time. It is the
usage capacity of anything that is used several times by many people.
3.12.3 Perceived value

It is the value or the worth that a customer has in his mind for the product that he has used or
want to again.
3.12.4 Subjective norm:
It is the seen social sight or the perceived social pressure to perform or not to perform the certain
behavior.
3.12.5 perceived behavioral control:
It is the perceive behavior that gives a sign of positive or negative impression about the product
in consumer mind.
3.12.6 Perceived usefulness:
It is the degree to which a consumer or a person believes that using a particular service will
increase her level of comfort and performance.
3.12.7 Customer satisfaction
It is the degree or a term that tells how a customer get satisfied by the product or service that is
provided to them.

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Determinants of Customer Satisfaction in Public Transport Services of Pakistan | 1

Determinants of Customer Satisfaction in Public Transport Services of Pakistan

A Research Report submitted

Syed Ahmed Ali (7794)

Syed Muhammad Meesum Raza Zaidi (10640)

Mansoor Hassan (14456)

Abdullah Bashir (6579)

Department of Business Administration

BACHELOR BUSINESS ADMINISTRATION

This thesis has been

FACULTY OF BUSINESS ADMINISTRATION

Mr. Muhammad Ali

Mr. Muhammad Ali

with their capacities.

1.1 Background of the study:

1.2 Statement of the Problem:

1.3 Research Objective:

1.4 Research Question:

1.5 Scope of the Study:

1.6 Significance of the Study:

company could become a more profitable business.

1.7 Limitation of the study

other different regions of Pakistan.

2 Review of related Literature

2.1 Theoretical Background

on behavioral goal. Therefore, notwithstanding the three essential components (subjective

usefulness of consumer plays an important role in technology adoption decision of consumer

(Mallat, et. al., 2006).

2.2 Empirical studies

Attitude towards intention to reuse

towards it their needs will be satisfy with these type of services.

their transport services and make them loyal with them.

reasonable transportation. To build the Ridership of transports, helpful techniques ought to be

satisfy with the service and intend to reuse the service.

perfect appearance of workers, representative administration disposition, solace of cooling, on-

time execution, wellbeing of driving, determined quality of driving, cordiality of representatives,

Ease of use towards intention to reuse

Cascetta & Carten (2014) investigate A Quality-Based Approach to Public Transportation

to choosing suitable estimation techniques. Appraisal of administration quality in Public

interrogate and access public passenger transport services.

postponement of vehicles, absence of data, missing data or discourteous representatives have

postponement of vehicles, absence of data, falsehood, or discourteous representatives (Friman,

Mallatm, Rossi, Tuunainen, Oorni (2006) investigate that an experimental examination of

provide EOU with the user-friendly applications in mobile ticketing service.

Park, Kim investigates Driver acknowledgment of auto route frameworks: reconciliation of

according to the competitive global market.

Perceived Value towards customer satisfaction

quality and effective administration.

should make an improvisation in their services for future benefits.

perfection in service quality. Hence it is suggested that PM or management of the company

should make a betterment plan for the passengers satisfaction

will be going to perceive good about that service.

Subjective Norm towards intention to reuse

produce essential edification in the territory of green transportation brain science.

them to reuse it.

suburbanites. They recommend that the fundamental technique ought to be to concentrate on

diminishing suburbanites' behavioral aims to go via auto, particularly through endeavoring to

individual control that workers report in connection to this conduct.

Perceived behavior control towards intention to reuse

and on other social gatherings

wellbeing, security, protection, climate, accessibility of parking spots, congested driving

compatible with the relation.

example, moral convictions demonstrated that individual sentiments of good obligation or

each other positively. Brand image of Airline Company.