A STUDY ON CUSTOMER SATISFACTION OF WOMEN COMMUTERS USING RIDE-HAILING APPS

Author

D. Malathi, Dr. Y. Aysha Fathima


Abstract

 Ride-hailing applications have become a familiar part of urban travel, offering users a convenient way to book, track and pay for trips. For women commuters, however, a positive experience also depends on whether they feel safe, are treated respectfully, can use the application easily and consider the fare reasonable. This study examines customer satisfaction among ride-hailing app users in Chennai, with particular attention to women commuters and four service dimensions: safety and security, driver behaviour, ease of use, and fare and affordability. A descriptive, cross-sectional survey was conducted using a structured questionnaire and convenience sampling. The dataset comprised 80 respondents, whose five-point Likert-scale responses were analysed in PSPP using percentage analysis, Pearson correlation and one-way analysis of variance (ANOVA). All respondents agreed or strongly agreed with the overall satisfaction statement. Positive responses across the four service dimensions ranged from 60.3% for fare and affordability to 66.5% for ease of use. Pearson correlations between satisfaction and the four dimensions were weak and statistically non-significant. In contrast, satisfaction differed significantly across age groups (F = 4.06, p = .010), with the 26–30 group reporting higher satisfaction than the 20–25 group in the post-hoc comparison (p = .043). The findings suggest that high reported satisfaction can coexist with concerns about pricing and driver conduct. Because the sample is small, unevenly distributed and includes male respondents, the results should be interpreted cautiously. The study recommends clearer fare communication, more consistent driver training and visible, accessible safety features.



Keywords

customer satisfaction; ride-hailing apps; women commuters; safety and security; driver behaviour; affordability; Chennai.



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References


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