Factors Affecting Customer Satisfaction in Selecting Transport Network Vehicle Service (TNVS) in the Philippines

Abstract

Transport Network Vehicle Services (TNVS) like Grab and Uber have revolutionized public transportation in the Philippines, particularly in densely populated areas like Metro Manila, Cebu, and Davao. These platforms offer a convenient alternative to traditional public transport, allowing users to travel easily. Researchers have employed Structural Equation Modeling (SEM) to uncover the factors influencing customer satisfaction when choosing TNVS. They analyzed variables such as service quality, physical aspects, variability, responsiveness, and empathy, measuring them with relevant indicators. This research provides valuable insights for TNVS service providers and policymakers to enhance their services by addressing areas needing improvement. Ultimately, these findings contribute to the advancement of the TNVS industry, benefiting both providers and consumers.