The study aims to compare the service quality of traditional taxi service and app-based taxi service. Customer surveys were conducted with customers who used both types of services. In addition, in-depth interviews were carried out with a small number of respondents to explore their perspectives on taxi service quality. Service quality attributes include tangibility, reliability, convenience, safety, and empathy. The results show that the overall service quality score of appbased taxi service rated by customers was higher than that of traditional taxi firms. |
