Abstract

Ride-hailing services (RHS) have become prevalent among the masses in recent years in the Philippines. It has altered the transportation landscape, particularly for the University of Santo Tomas (UST). This abstract delves into the assessment of customer satisfaction with the service quality of RHS, which is crucial for the success of these services in the long term. Therefore, the current study aims to understand better the complexities of factors that affect customer satisfaction and intentions towards app-based ride-hailing services through the findings of a questionnaire study at the University of Santo Tomas, Manila, Philippines. The collected data from 401 respondents were analyzed using a Structural model equation and Cronbach's Alpha with the service quality constructed. Structural Equation Modelling (SEM) revealed that overall satisfaction positively impacts User's intentions to continue using services in the future. The SEM further explained that overall satisfaction with the services mediates the relationship between service quality attributes, including service & system attributes, service attraction attributes, network design attributes, and service reliability & professionalism attributes, and commuters' intentions to continue using in the future. Further improvements in the quality attributes of app-based ride-hailing services would enhance the customer's overall satisfaction and intentions to continue using these services.