Innovative m-car rental service quality in India

• Published in: International journal of innovation science Vol. 14; no. 3/4; pp. 588 - 607
• Main Authors: Shah, Tejas R., Shah, Tejal T.
• Format: Journal Article
• Language: English
• Published: Brentwood Emerald Publishing Limited 05-09-2022; Emerald Group Publishing Limited
• Subjects: Account aggregation; Applications programs; Automobile rentals; Communication; Competitive advantage; Cultural factors; Customer services; Factor analysis; Flexibility; Internet; Mobile computing; Public transportation; Quality of service; Reliability analysis; Reliability aspects; Safety; Service introduction; Smartphones; Taxicabs; Transportation services; United States > US; India; Mobile service quality; Service performance; Service quality; India
• ISSN: 1757-2223; 1757-2231; 1757-2223
• DOI: 10.1108/IJIS-11-2020-0265

Purpose
The purpose of the study is to explore and analyze m-car rental service quality dimensions.
Design/methodology/approach
Exploratory factor analysis method is applied to explore the m-car rental service quality dimensions. Further, confirmatory factor analysis is done to prove the reliability and validity of the factors using AMOS 22.0.
Findings
The results reveal the m-car rental service quality dimensions: ambient quality, technical quality, comfort, safety and employee service, mobile convenience, mobile responsiveness, mobile efficiency and reliability and mobile safety and billing.
Research limitations/implications
The explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context.
Practical implications
The proposed measurements can also be applied to measure and compare the service quality performance of car rental firms.
Originality/value
Current literature does not confirm the stable factor structure of m-car rental service quality. This study confirms the reliable and valid dimensions of care rental service through mobile app.