AN ANALYSIS OF DIMENSIONS OF SERVICE QUALITY AT UBER, BASED ON USERS’ PERCEPTIONS

Authors

DOI:

https://doi.org/10.14210/alcance.v28n2(Mai/Ago).p179-196

Keywords:

Dimensions of quality, Shared services, Uber.

Abstract

Service quality is increasingly important, especially in the context of the shared economy, in which Uber operates. This research investigates the perception of quality among Uber users, in relation to reliability, responsiveness, safety, empathy and tangibility. An analysis of qualitative data was carried out, based on the comments left by Uber users, collected from the digital platform Google Play. The choice of dimensions for analysis was justified by the theoretical model of SERVQUAL. The results showed that for all the dimensions, more factors were judged negative than positive, the most critical ones being the dimensions of responsiveness, reliability and safety. It was also found that the variability of the service provided by Uber is notorious, with some factors being rated both positively and negatively, by different users. As contributions, we emphasize the use of the characteristics of the dimensions of quality in services (reliability, responsiveness, security, empathy and tangibility) with a focus on a shared service, and the qualitative application of the dimensions that make up the SERVQUAL scale.

Author Biographies

Luís Matheus Tavares Silva, Universidade Federal do Ceará - UFC

Bolsista e pesquisador na Faculdade de Economia, Administração, Atuária e Contabilidade, da Universidade Federal do Ceará.

Diego de Queiroz Machado, Universidade Federal do Ceará - UFC

Professor do Programa de Pós-Graduação em Administração e Controladoria da Universidade Federal do Ceará.

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Published

2021-04-30

Issue

Vol. 28 No. 2(Mai/Ago) (2021)

Section

Article

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