Published Paper Details:

This study aims to investigate and analyze the factors influencing customer satisfaction in the usage of taxis in Coimbatore, India. With the growing popularity of ride-hailing services and the expansion of the taxi industry, understanding customer satisfaction has become crucial for service providers to enhance their offerings and retain customers. The research employed a mixed-methods approach, comprising both quantitative surveys and qualitative interviews with taxi users in Coimbatore. The quantitative phase involved distributing structured questionnaires to a diverse sample of taxi passengers, considering factors such as service quality, driver behavior, cleanliness, convenience, and price. Subsequently, statistical analysis, including regression and correlation, was conducted to identify the significant determinants of customer satisfaction. The qualitative phase involved in-depth interviews with selected participants to gain deeper insights into their experiences and perceptions. The findings revealed that factors like punctuality, cleanliness, driver behavior, pricing transparency, and ease of booking significantly influenced customer satisfaction. Moreover, prompt response to customer complaints and grievances emerged as crucial elements for service providers to maintain a positive brand image and retain loyal customers.