The traditional public transportation system in the Philippines, dominated by jeepneys, tricycles, buses, and taxis, has undergone a significant transformation with the emergence of ride-hailing services facilitated by smartphone applications. This study investigates the development of ride-hailing services, particularly focusing on Grab, its rise to prominence, and its subsequent merger with Uber. It highlights how these services have reshaped the transportation landscape, influencing the demand for conventional transport modes and giving rise to alternative services such as motorcycle taxis.

While ride-hailing services offer convenience and innovation, they also present challenges, including safety concerns like harassment and overcharging. Research indicates that factors such as safety, fare transparency, convenience, and service quality are crucial in shaping consumer perceptions and usage of ride-hailing platforms.

This study aims to bridge the knowledge gap by examining the factors that have driven the adoption and growth of ride-hailing services in the Philippines. It explores the essential characteristics and functionalities of these platforms and their impact on passenger comfort, convenience, and satisfaction. By analyzing perspectives from both passengers and drivers, the research seeks to provide insights into the benefits, challenges, and potential areas for improvement within the ride-hailing ecosystem.

Through a detailed analysis of customer satisfaction and complaint trends, this study aims to identify key variables and obstacles faced by ride-hailing services. The ultimate goal is to enhance service quality across these platforms. By contributing to a deeper understanding of the evolving transportation landscape in the Philippines, this research offers valuable information for stakeholders in the industry.