Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia

The purpose of this study is to examine the influence of responsiveness, flexibility, accuracy and professionalism on the E-hailing service performance in Klang Valley, Malaysia. Research on the E-hailing performance has mainly focused on the private sector compared to the public sector. It is becau...

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Main Author:	Ramli, Muhammad Shahman Shahfiq
Format:	Thesis
Language:	English
Published:	2020
Subjects:	Transportation - Technological innovations Urban transportation - Malaysia
Online Access:	http://psasir.upm.edu.my/id/eprint/85652/1/SPE%202020%2023%20ir.pdf
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id	my-upm-ir.85652
record_format	uketd_dc
spelling	my-upm-ir.856522021-12-09T01:47:15Z Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia 2020-01 Ramli, Muhammad Shahman Shahfiq The purpose of this study is to examine the influence of responsiveness, flexibility, accuracy and professionalism on the E-hailing service performance in Klang Valley, Malaysia. Research on the E-hailing performance has mainly focused on the private sector compared to the public sector. It is because the private sector is more cautious than the public sector regarding the service provided. Thus, this gap has resulted in an unreliable, insufficiently transparent, and inefficient service of public sector organisations. Given the limited previous studies conducted in this field and the lack of transportation services available, the current study evaluated the E-hailing performance in Klang Valley, Malaysia. In Malaysia, particularly in the rural areas, E-hailing services are not able to provide access to the public view, thus preventing them from providing good transportation services. Residents in rural areas have raised serious concerns about the negative performance of public transport services and some of the private transport services due to poor service quality. Thus, this study suggests the development of a framework to create and enhance the performance of E-hailing services. In this study, the research framework was built upon the tenets of SERVQUAL, sociological theory and resilience theory. Data were collected from 391 respondents across Kuala Lumpur and the Klang Valley and then analysed using Partial Least Squares, Structural Equation Modelling (PLS-SEM). The results of these analyses confirmed that three of the proposed factors in service, namely (1) responsiveness, (2) flexibility, and (3) accuracy are significant predictors of E-hailing service performance. Other findings suggest that professionalism can be achieved through flexibility and accuracy. Professionalism was also observed to significantly mediate the relationships between flexibility, accuracy, and E-hailing service performance. Form a broader perspective, this study confirms how the different factors on professionalism can develop and enhance the performance of E-hailing services. Transportation - Technological innovations Urban transportation - Malaysia 2020-01 Thesis http://psasir.upm.edu.my/id/eprint/85652/ http://psasir.upm.edu.my/id/eprint/85652/1/SPE%202020%2023%20ir.pdf text en public masters Universiti Putra Malaysia Transportation - Technological innovations Urban transportation - Malaysia Hassan, Mazlan
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English
advisor	Hassan, Mazlan
topic	Transportation - Technological innovations Urban transportation - Malaysia
spellingShingle	Transportation - Technological innovations Urban transportation - Malaysia Ramli, Muhammad Shahman Shahfiq Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia
description	The purpose of this study is to examine the influence of responsiveness, flexibility, accuracy and professionalism on the E-hailing service performance in Klang Valley, Malaysia. Research on the E-hailing performance has mainly focused on the private sector compared to the public sector. It is because the private sector is more cautious than the public sector regarding the service provided. Thus, this gap has resulted in an unreliable, insufficiently transparent, and inefficient service of public sector organisations. Given the limited previous studies conducted in this field and the lack of transportation services available, the current study evaluated the E-hailing performance in Klang Valley, Malaysia. In Malaysia, particularly in the rural areas, E-hailing services are not able to provide access to the public view, thus preventing them from providing good transportation services. Residents in rural areas have raised serious concerns about the negative performance of public transport services and some of the private transport services due to poor service quality. Thus, this study suggests the development of a framework to create and enhance the performance of E-hailing services. In this study, the research framework was built upon the tenets of SERVQUAL, sociological theory and resilience theory. Data were collected from 391 respondents across Kuala Lumpur and the Klang Valley and then analysed using Partial Least Squares, Structural Equation Modelling (PLS-SEM). The results of these analyses confirmed that three of the proposed factors in service, namely (1) responsiveness, (2) flexibility, and (3) accuracy are significant predictors of E-hailing service performance. Other findings suggest that professionalism can be achieved through flexibility and accuracy. Professionalism was also observed to significantly mediate the relationships between flexibility, accuracy, and E-hailing service performance. Form a broader perspective, this study confirms how the different factors on professionalism can develop and enhance the performance of E-hailing services.
format	Thesis
qualification_level	Master's degree
author	Ramli, Muhammad Shahman Shahfiq
author_facet	Ramli, Muhammad Shahman Shahfiq
author_sort	Ramli, Muhammad Shahman Shahfiq
title	Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia
title_short	Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia
title_full	Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia
title_fullStr	Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia
title_full_unstemmed	Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia
title_sort	influence of responsiveness, flexibility, accuracy and professionalism on e-hailing service performance in the klang valley, malaysia
granting_institution	Universiti Putra Malaysia
publishDate	2020
url	http://psasir.upm.edu.my/id/eprint/85652/1/SPE%202020%2023%20ir.pdf
_version_	1747813572061167616

Influence of responsiveness, flexibility, accuracy and professionalism on E-hailing service performance in the Klang Valley, Malaysia

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