UTICAJ FAKTORA KVALITETA TAKSI USLUGA NA SATISFAKCIJU KORISNIKA
THE IMPACT OF TAXI SERVICE QUALITY FACTORS ON CUSTOMER SATISFACTION

Summary/Abstract: Taxi services are getting the increasing importance and, as such, are the subject of this paper. The aim of the paper is to determine the quality factors of taxi services. The starting point is determining which factors affect the quality of taxi services and to what extent. Initial hypotheses are the following: the hygiene and cleanliness of the vehicle as well as the efficiency and speed of reaching the destination are the most important factors; drivers’ knowledge of English is a least affecting factor; all factors are positively related; demographic differences do not affect the quality factors. The survey through questionnaires and interviews was conducted over a period of six months in 2013, with a sample of 510 respondents in Belgrade. The conclusion based on these results is that only the first hypothesis was proven, while the other three were disproven. This paper contributes to the definition of taxi service quality factors, as those factors are not generally accepted and this is a unique study conducted in Serbia.

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