Innovative m-car rental service quality in India
Purpose: The purpose of the study is to explore and analyze m-car rental service quality dimensions. Design/methodology/approach: Exploratory factor analysis method is applied to explore the m-car rental service quality dimensions. Further, confirmatory factor analysis is done to prove the reliability and validity of the factors using AMOS 22.0. Findings: The results reveal the m-car rental service quality dimensions: ambient quality, technical quality, comfort, safety and employee service, mobile convenience, mobile responsiveness, mobile efficiency and reliability and mobile safety and billing. Research limitations/implications: The explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context. Practical implications: The proposed measurements can also be applied to measure and compare the service quality performance of car rental firms. Originality/value: Current literature does not confirm the stable factor structure of m-car rental service quality. This study confirms the reliable and valid dimensions of care rental service through mobile app.
Year of publication: |
2021
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Authors: | Shah, Tejas R. ; Shah, Tejal T. |
Published in: |
International Journal of Innovation Science. - Emerald, ISSN 1757-2223, ZDB-ID 2504656-1. - Vol. 14.2021, 3/4 (07.04.), p. 588-607
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Publisher: |
Emerald |
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