Taxi service quality and satisfaction among commuters in the Accra Metropolitan area

Abstract

This study sought to examine customers’ perceptions of service quality as rendered by taxi drivers in Accra and the effect of their perceived service quality on customer satisfaction. Data was collected from a cross-section of commuters in Accra. The results show that service quality had a significant effect on commuters’ satisfaction with taxi services. However, the responsiveness dimension did not have a significant effect on satisfaction. It is recommended that drivers double their efforts if they are to be competitive, especially with the recent entry of Uber onto the market