A STUDY ON CUSTOMER SATISFACTION AND TRUST AMONG TAXI USERS IN TRICHY CITY

Abstract

Taxis play an important role as a transportation alternative in many cities. In developed countries, taxis tend to be used as a substitute for private vehicles by passengers who use the service for convenience reasons or because they do not want to own a car. In developing countries, taxis are often used to supplement inadequate public transport systems based on buses or trains. But the role played by taxis can be as diverse as one can think. This study intends to provide a comprehensive and systematic analytical overview of existing global taxi schemes and their respective policies and regulations. A review of the literature regarding energy and sustainability issues is also presented. The importance of taxi operations in delivering good services in developing country cities is focused in the final part of the study. This paper determines is to determine the customer’s satisfaction and trust among taxi users. A total number of customers taken for the study are 134. Questionnaires are used to conduct data collection and then analyzed using statistical techniques: Chi-square test, correlation and percentage analysis. The study reveals that the customers use taxi services due to technology, luxury, convenience and safety purpose