SATISFACTION AND DISSATISFACTION ON UBER AND TAXI SERVICES

Résumé

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.