| Abstract: | This study is conducted to investigate Factors Affecting Customer Satisfaction on Application
Based Taxi Service: The Case of RIDE Transport, Addis Ababa. The study limited in terms of
geographical, conceptual, methodological, and time scope. Conceptually, the study aimed to
examining the customer satisfaction and its association with six service factors: reliability,
transactional efficiency, performance, and ease of use, website design, and service security in the
case of RIDE Transport service. Geographically, it focused on Addis Ababa town.
Methodologically, this study conducted mainly based of data gathered through questionnaire and
analyzed using descriptive and inferential statistics. Furthermore, the study conducted in the
academic year of 2016/2023-2024. Both descriptive and explanatory research design used to
conduct the study.This study used both primary and secondary sources of data. The primary
sources consisted of customers of RIDE, while the secondary sources included library books,
journals, guidelines, business newspapers, and business magazines. Overall, when all dimensions
of service quality are considered as predictors of customer satisfaction, website design,
transactional efficiency, ease of use, and reliability have a strong positive and significant impact
on customer satisfaction. |
