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    Customer satisfaction and word of mouth towards online taxi providers: a case study of Grab and Uber 

    Chatbongkot Cheewathanakornkul; Chanita Jiratchot (Assumption University Press, 2018)

    The first objective of this research is to analyze the main factors influencing customer satisfaction,including service quality, self-service technology,and price. Without any one of these factors, the customers might not fully be satisfied with the services of the online taxi providers who are the focus of this case study. The second objective is to examine the relationship between customer satisfaction and word of mouth perceptions. Yamane’s theory is used to determine the sample size. Reliability and Factor Analysis have been ...