Scrutinizing A Customer Behavior And Perspective of E-Cab Hailing Services

Abstract

With the advancement of technology and the convenience of mobile apps in recent years, the emergence of e-cab-hailing has a positive and significant impact as it provides customers with a greater choice and options. However, current E-Cab-Hailing Services has caused some public criticism since they threaten customers' safety, so their effectiveness has come into question. Thus, this study aimed to explore E-Cab-Hailing Services' effectiveness from customers’ points of view. In order to answer the research question, quantitative methods have been applied, with data collected primarily from primary sources through an online questionnaire. A total of 195 respondents who have used the E-Cab-Hailing Services lived in Selangor, Perak, Penang, and Kedah. The findings revealed that all the variables influenced the effectiveness of E-Cab-Hailing Services as there is a significant relationship between cost-effectiveness, transport flexibility, and ride comfort with the customers’ usage of E-Cab-Hailing services.