SATISFACTION AND DISSATISFACTION ON UBER AND TAXI SERVICES

Authors

DOI:

https://doi.org/10.23925/2178-0080.2021v23i3.50865

Keywords:

Satisfaction, Dissatisfaction, Rio de Janeiro

Abstract

Identify and measure what are the most relevant variables that can impact the level of (dis)satisfaction on users of the service transportation of Taxi and Uber in the city of Rio de Janeiro – Brazil. The method used was the discriminant analysis. The three most relevant variables in the discriminant function related to the dissatisfaction on Taxi's users in this sample were (i) travel prices, (ii) service request facility and (iii) comfort. And the three most relevant variables in the discriminant function related to the satisfaction on Uber's service were (i) service request facility, (ii) forms of payment and (iii) comfort.

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Author Biographies

Danielle Lisboa da Motta de Almeida, Universidade Federal Rural do Rio de Janeiro - UFRRJ

Mestre em administração pela Universidade Federal Rural do Rio de Janeiro - UFRRJ e Administradora do Instituto Federal de Educação, Ciência e Técnologia do Rio de Janeiro - IFRJ

Breno de Paula Andrade Cruz, Universidade Federal do Rio de Janeiro - UFRJ

Doutor em administração pela Fundação Getúlio Vargas - FGV e Professor da Universidade Federal do Rio de Janeiro - UFRJ

Daniel Rodrigues Cordeiro, Universidade Iguaçu - UNIG

Mestre em administração pela Universidade Federal Rural do Rio de Janeiro - UFRRJ, Professor da Universidade Iguaçu - UNIG e Membro do Núcleo de Estudos Avançados em Finanças - NEAF

Everlam Elias Montibeler, Universidade Federal Rural do Rio de Janeiro - UFRRJ

Doutor em economia aplicada pela Universidade Complutense de Madri (UCM) e Professor da Universidade Federal Rural do Rio de Janeiro - UFRRJ

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Published

2022-01-09

How to Cite

de Almeida, D. L. da M., Cruz, B. de P. A., Cordeiro, D. R., & Montibeler, E. E. (2022). SATISFACTION AND DISSATISFACTION ON UBER AND TAXI SERVICES. Management in Dialogue Review, 23(3). https://doi.org/10.23925/2178-0080.2021v23i3.50865

Issue

Vol. 23 No. 3 (2021): SETEMBRO - DEZEMBRO

Section

Artigos

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