Exploring Key Factors Affecting Users’ Satisfaction with Uzbekistan’s Taxi Mobile Platform (Ride-Hailing) Service

초록

Purpose – This study examines the comparative influence of information technology (IT) service quality and physical service attributes on user satisfaction in mobile taxi platforms within the emerging ride-hailing market of Uzbekistan, aiming to uncover contextual dynamics and service interaction patterns shaping digital consumer behavior in developing urban environments. Design/Methodology/Approach – A survey of 169 users of mobile taxi applications was carried out in Uzbekistan using a structured questionnaire with IT and physical service quality dimensions. Data collected were analyzed using SPSS 26.0 and AMOS 20.0 software to test the proposed relationships. Findings – The analysis results showed that customer support, price affordability, and time reliability played an important role in overall customer satisfaction. By contrast, the app interface, driver behavior, and car condition did not play a significant role. Overall customer satisfa ction was also found to be an important driver of reuse intention, in this case. Research Implications – These results suggest that ride-hailing platforms and policymakers should focus on consistent service quality, pricing transparency, and operational reliability to improve customer satisfaction. These results contribute to the digital urban mobility research in developing country contexts in that they suggest a balanced IT and physical service quality improves customer satisfaction and contributes to reuse intention.

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