| Abstract [eng] |
The main goal of this thesis was to examine the factors determining the quality of ride-sharing services in the context of sharing economy, evaluate the quality of ride-sharing services from the consumer's point of view and to make suggestions for the improvement of services. The final thesis consists of an introduction, three main chapters - literature analysis, research methodology and results and discussion discussion - and conclusions. Literature analysis reviewed the concepts of service quality, ride-sharing companies in the context of sharing economy, highlighting the problems of quality assessment. Literature analysis also included a business process review of ride-sharing companies, which was conducted to highlight the points of contact between the customer and the ride-sharing company and to determine the most appropriate quality assessment method. SERVQUAL was chosen as the assessment method for ride-sharing services, which includes five dimensions of service quality: assurance, reliability, tangibility, empathy and responsiveness. In addition to SERVQUAL method for assessing the quality of ride-sharing services, additional aspects were integrated: the consumers’ knowledge of the ride-sharing service, the use of the rating system, and the design and visual of the application. Literature analysis was concluded by offering a service quality assessment model for ride-sharing services. In the methodology part of the thesis, the author has developed a research methodology to assess the quality of business services of ride-sharing companies operating on the principles of sharing economy. In this research quantitative research method was used, conducting a survey with a questionnaire, which was created to assess the respondents’ expectations and perceptions of using ride-sharing services. A pilot study was conducted to verify the validity of the research instrument and to provide primary data analysis. The study data were analyzed using the SPSS software package. A pilot study was conducted to evaluate the questionnaire and adjusted based on the results of exploratory factor analysis. The reliability of the author’s research questionnaire was assessed using Chronbach’s alpha statistical criterion, which showed a score of 0.83, indicating that the questionnaire was reliable. Due to the abnormal distribution of data between the responses of 342 respondents, the Wilcoxon criterion was applied to two related samples to identify significant differences in expectations and perceptions. The results revealed that responsiveness and reliability were the worst customer-rated SERVQUAL quality assessment criteria. Conclusions and recommendations finalize the conclusions of this thesis and provide suggestions for improving the quality of ride-sharing companies' services in the context of sharing economy. |
