Özet:

Service quality is related with the customer satisfaction. Better the service quality higher will be the customer satisfaction. Therefore organizations strive to measure the service quality continuously. It helps organizations to pinpoint the weaknesses of the service. Such weaknesses can be avoided by improving specific quality dimensions. This study makes an attempt to measure the service quality of UBER Cabs service. The purpose is to understand the relationship between demographics and the perceived service quality of UBER and the relationship between overall service quality and service quality dimensions (Tangibility, Reliability, Responsiveness, Assurance, Empathy). SERVQUAL was used to record the responses with respect to perceived service quality. 215 responses were analysed. It was found that demographics and perceived service quality are significantly related. It was also found that ‘Overall service quality’ is significantly influenced by tangibility, reliability, responsiveness, assurance and empathy of UBER cabs service

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