Impact of SERVQUAL and Interaction Quality on Customer Satisfaction and Delight in Transportation Services

Abstract

The study is carried out in order to evaluate the relationship between the constraints that influence Customer Delight and Service Quality, for which Customer Satisfaction acts as mediator and Interaction Quality playing moderating role between SERVQUAL and Customer Satisfaction. For the purpose of data collection and analysis questionnaires were dispersed through convenience sampling technique, obtaining 83.33% response rate and, processed by running several statistical tests to find out the relevant data outcomes. There is an indication of positive results as entries were evaluated, which specify that there is direct relation between the variables. Study focuses on the by-road transportation services excluding cabs or for a single person’s hiring of private vehicle. Hence, limited to provision of public travelling services within the city and also across the city. Research work will fill the area where the customer delight and satisfaction needs to be the prior by enhancing service interaction quality and service quality. And will serve this field as a new contribution and positive outcomes to this sector.