PRICE, SERVICE QUALITY, CUSTOMER TRUST AND SAFETY INFLUENCE TOWARDS CUSTOMER SATISFACTION ON ONLINE TRANSPORTATION

Abstract

This study intends to fill a vacuum in prior research by investigating the effect of pricing, service quality, customer trust, and safety on consumer satisfaction in online transportation. The data was obtained using a Google form and the hypotheses were tested using the Statistical Package for the Social Sciences (SPSS) version 26. According to the findings, price has a big impact on customer satisfaction when it comes to online transportation. This study's findings differ with the previous study's findings, which revealed that pricing has an insignificant effect on consumer satisfaction. The findings also demonstrate that the quality of service has a major impact on consumer satisfaction in online transportation. The findings also reveal that safety has a big impact on customer satisfaction when it comes to online transportation. The limitation of this study is that it only has four independent variables, which are pricing, service quality, customer trust, and safety, and the respondents are limited to 200. Future research can include more factors that influence consumer satisfaction with online transportation, and the number of respondents can be increased, allowing future researchers to obtain different conclusions from this study.

Full text

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Volume 21 Issue 1 eISSN 2600- 7894
Labuan Bulletin of International Business &Finance
PRICE, SERVICE QUALITY, CUSTOMER TRUST AND SAFETY
INFLUENCE TOWARDS CUSTOMER SATISFACTION ON ONLINE
TRANSPORTATION
Fong Shi Kanga, Abdul Kamal Charb*, Geoffrey Harvey Tanakinjalc ,
Bonaventure Bonifaced , Alesia Sigang Gukange , Liew Anak Lubangf
a,b,c,e,f Labuan Faculty of International Finance, University Malaysia Sabah, Labuan
International Campus, Jalan Sungai Pagar, 87000, WP Labuan, Malaysia
d Centre for the Promotion of Knowledge and Language Learning, Universiti
Malaysia Sabah, Jalan UMS, 88400, Kota Kinabalu, Sabah
*Corresponding author’s email: abdkamal@ums.edu.my
ABSTRACT
This study intends to fill a vacuum in prior research by investigating the effect of pricing,
service quality, customer trust, and safety on consumer satisfaction in online
transportation. The data was obtained using a Google form and the hypotheses were tested
using the Statistical Package for the Social Sciences (SPSS) version 26. According to the
findings, price has a big impact on customer satisfaction when it comes to online
transportation. This study's findings differ with the previous study's findings, which
revealed that pricing has an insignificant effect on consumer satisfaction. The findings
also demonstrate that the quality of service has a major impact on consumer satisfaction
in online transportation. The findings also reveal that safety has a big impact on customer
satisfaction when it comes to online transportation. The limitation of this study is that it
only has four independent variables, which are pricing, service quality, customer trust,
and safety, and the respondents are limited to 200. Future research can include more
factors that influence consumer satisfaction with online transportation, and the number of
respondents can be increased, allowing future researchers to obtain different conclusions
from this study.
JEL classification: M39.
Keywords: Customer satisfaction, e-hailing, transportation, trust, price, service quality,
safety.
Received: December 2, 2022
Revised: August 4, 2023
Accepted: August 4, 2023
1. INTRODUCTION
Transportation has a significant role in economic, social, and developmental
development. To strengthen the area economy and mobility index, reliable, continuous
transportation is needed. The neighbourhood relies on public transport for most activities.
Public transit is only on key roads and certain routes (Imandasari, Sadewo, Windarto,

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Wanto, Wijaya, & Kurniawan, 2019) Transportation is undergoing a creative revolution.
Like internet transportation that gives rapid, alternative transportation solutions in dense
traffic to reach locations public vehicles cannot access. People who generally take public
transportation or cabs convert to online taxis since they are cheaper and more convenient
(Imandasari et al., 2019). In the past, moving between cities and regions required hours
of queuing at a ticket service or travel agency, adding fees and time (Purba, Samuel,
Purba, 2020). People use internet transportation technology daily. Online transportation
services have made Malaysia's transportation industry more competitive. Grab, Maxim,
and Mycar are popular Malaysian mobile transportation apps. Each mobile transportation
app has its own advantage. According to Statista (2022), revenue in Ride-hailing and taxi
reaches US$1.14bn in 2022 at a growth of 6.02% projecting a market of US$ 1.44bn.
User penetration is 22.6% in 2022 and number of user is expected to amount to 7.7m
users by 2026. In global comparison, most revenue will be generated in China
(US$102.6bn in 2022). This is further catalyzed by the smartphone industry. Smartphone
apps have evolved from simple to multiplatform and complex. As the most popular
gadgets, they have several benefits. E-hailing is a benefit. Existing applications are
proprietary, stand-alone solutions that must support end-to-end integration to connect
drivers, passengers, and vehicles (Salim et al., 2020). One of the industry that has been
flourishing together with technology and e-hailing is the food industry.
2. LITERATURE REVIEW
The problem that frequently arises and is frequently seen is that the vehicles registered in
online applications differ from the vehicles used by drivers or online transportation
drivers, resulting in vehicles that fall short of the standards set by online transportation
service providers. Furthermore, it was discovered that many drivers did not wear the
attributes that are supposed to be worn every time they perform work, such as coats and
other attributes that make customers feel comfortable and protected (Selfira & Neltje,
2022).
Trust concerns can influence service users' decisions. Drivers that wish to be on time
to deliver passengers to their destination may drive in a hurry on the road. Price can also
influence service users' decisions. Charged is double the standard fee, and its rates
frequently alter when the weather is poor (Nainggolan & Simanjuntak, 2022). As a result,
Yusepaldo, Paramita and Febrianto, (2018) conduct research to show that pricing, service
quality, and trust have an impact on customer satisfaction in online transportation. In the
same research however discovered that price has no effect on consumer satisfaction.
Yusepaldo, Paramita and Febrianto (2018) further indicated that future research should
look at these variables in various respondents and different parts of Indonesia. Soleh,
Harini, & Djamaludin, (2018), on the other hand, duplicate the research with different
respondents who are Go-Jek users from different locations.
Soleh, Harini, & Djamaludin. (2018) discovered that while pricing has a large effect
on customer satisfaction, service quality has a small effect. Further research is required
to investigate the theory. Following that, Aisah, Vikaliana, & Nasim (2021) repeated the
research by focusing solely on Grab. According to Aisah et al., (2021), service quality
has a major impact on customer satisfaction. As a result, it is critical to identify price,
service quality, customer trust, and safety in order to achieve customer happiness.
This study seeks to bridge gaps in the literature by providing understanding findings
on an online transportation firm in Malaysia to determine how pricing, service quality,
customer trust, and safety affect customer satisfaction. Yusepaldo et al. (2018)

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investigated the effects of price, service quality, and customer trust on customer
satisfaction and discovered that pricing has a minor effect on customer satisfaction,
however service quality and customer trust had a considerable effect. The same authors
examined 100 members of the general population in Semarang. According to Soleh,
Harini, & Djamaludin (2018), service quality has a negligible effect on customer
satisfaction, although pricing and customer trust have a considerable effect.
According to Lie, Sudirman, Efendi, & Butarbutar (2019), pricing and service quality
have a small impact on customer satisfaction, however customer trust has a considerable
impact on customer satisfaction. Lie et al., (2019) conduct research with 322 students
from Sultan Agung Pematangsiantar's Institute of Economic Science. According to Aisah,
Vikaliana, & Nasim (2021), customer trust and service quality have a substantial impact
on customer satisfaction. This study's demographic consists of students at the Central
Stiami Institute's Faculty of Business Administration and Taxation who use the Grab app.
The study will apply the research framework developed by Yusepaldo, Paramita and
Febrianto (2018) to evaluate online transportation in Malaysia, including Grab, Maxim,
and Mycar. The three online transportation companies were chosen because they are the
most popular online transportation companies in Malaysia.
2.1 Price
The amount of money paid by customers for goods and services is referred to as the price.
The sum represents the profit from the client's utilisation of goods or services (Zhong &
Moon, 2020). According to the conclusions of a research conducted by Novixoxo, Kumi,
Anning & Darko (2018), pricing is the most important factor evaluated by consumers
when deciding whether or not to make repeat purchases. Dhirasasna, Becken, & Sahin
(2020), further added that price is critical in the macroeconomy, customers, and
businesses. Customer reactions to the price offered may differ based on the customer's
capabilities. The term "price" in the context of ride-sharing services refers to the fares
charged to passengers (Teo, Mustaffa, & Rozi, 2018). Price perception evolves into a
customer assessment that contrasts the amount of sacrifice with the benefits of items and
services (Kusumawati & Saifudin, 2020). According to Sakinah, (2021), price perception
is comprised of three indicators: the price offered is affordable by consumers' purchasing
power, the price offered is lower than the competitor's pricing, and prices are in agreement
with the advantages acquired by the customer. According to Istanti, Ekaningrum, &
Khoiro (2021), the price variable had a substantial impact on the decision to use online
transportation. This means that consumers will select whether or not to use online
transportation based on the cost. Simarmata, Sitorus, & Arubusman (2019), added that
price has a significant effect in increasing or decreasing passengers' interest in
transportation services. Customers consider price when deciding whether or not to
employ transportation services. As a result, in order to compete, operators must offer
competitive prices. According to the findings of Fadhli, Nuha, & Oktavia (2021), the
researchers discovered that pricing has an impact on online transportation. The same
authors suggested that if the pricing is reasonable, more people will use online
transportation services. According to Octaviani and Wardi (2020), pricing has a
significant impact on people's decision to use online transportation services. Consumers
will analyse the costs of various services and decide whether to employ taxis or online
transportation providers. Based on the preceding literature, this study recognises the
relevance and influence of price in determining customer satisfaction when utilising
online transportation; so, this study investigates the various influences of pricing on

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customer satisfaction. Price will be measured in this study based on affordability (Fadhli
et al.,2021; Yusepaldo et al.,2018 and Sakinah, 2021), service quality (Sutejo, 2021;
Yusepaldo, Paramita and Febrianto.,2018), benefit obtained (Sakinah, 2021; Yusepaldo,
Paramita and Febrianto.,2018 and Wilson & Keni 2018), and trust (Imandasari et al.,
2019; Yusepaldo, Paramita and Febrianto,2018). These factors will be used as pricing
measuring items in this current study of customer satisfaction with online transportation.
2.2 Service Quality
Service quality is an assessment of how well a service given meets the client's
expectations (Ramya, Kowsalya, & Dharanipriya, 2019). Service quality is critical in
determining client satisfaction (Dandotiya, Aggarwal, & Gopal, 2020). Service quality
may also be defined as a consumer evaluation of the level of service obtained in
comparison to the level of service expected and the quality of service can have a
considerable impact on customer satisfaction, which is critical to an organization's
success (Zhong & Moon, 2020). Previous research found that service quality was a
predictor of customer satisfaction and had a favourable impact on customer satisfaction
(Adi & Basuki, 2019). However, in today's world, a company's top objective is to
thoroughly comprehend the impact that service quality has on its revenues and other
financial results from which it might gain (Wilson & Keni 2018). Consumers are
increasingly demanding the availability of higher-quality services in their organisations
(Chen, Li, & Liu,.2019). Quality services are required to distinguish the organisation and
obtain a competitive edge (Mahmoud, Ekwere, Fuxman, & Meero, 2019). Service quality
has been empirically demonstrated to be a major predictor of customer satisfaction across
a wide range of service businesses (Alnawas & Hemsley-Brown, 2019). Existing research
has identified service quality as a predictor of user trust (Ofori, Boakye, & Narteh, 2018).
However, delayed and unreliable services cause users to lose trust in the system (Silic &
Ruf, 2018). According to Wirawati, Arthawati, Khamaludin, Novitasari, Adwiyah, &
Juwaini (2021), service quality has a substantial impact on Intention to Use Online
Transportation Services. Increases in Service Quality factors are accompanied by
increases in Intention to Use Online Transportation Services, while decreases in Service
Quality variables are accompanied by decreases in Intention to Use Online Transportation
Services. According to Octaviani and Wardi (2020), service quality has a significant
impact on people's decision to use online transportation services. The researchers also
note that if an online transportation company wants to increase client purchase decisions,
it must focus on service quality. One of the measuring items in the service quality variable
is "online transportation drivers may be trusted." This means that online transportation
drivers play an essential part in online transportation since they provide good services to
consumers such as addressing customer complaints, knowing the fastest routes to the
destinations selected by the customers, and knowing how to fix customer problems.
Service quality is vital in online transportation since a positive service image will be
conveyed to clients. Customers who are satisfied with the service quality are more likely
to promote the online transportation to their friends. In this study, the researcher will place
the greatest emphasis on service quality and client happiness. In this study, service quality
will be examined using car condition (Teo, Mustaffa, & Rozi, 2018; Yusepaldo et al.,
2018) and driver service (Yusepaldo et al., 2018).
2.3 Trust

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Trust is a paradigm used to describe customers' difficulties in risk reduction
(Boonlertvanich, 2019). Trust, according to Wu, Hwang, Sharkhuu, & Tsogt-Ochir
(2018), can be defined as a belief, confidence, attitude, or expectation regarding a buyer's
purpose or likely action. Most academics have discovered that trust is a critical value in
business. Trust should exist between the company and its consumers, suppliers, and
vendors. The parties are held together by their trust (Kalogiannidis, 2020). Thus, trust is
the most important factor affecting how consumers shop on the internet based on the
information provided by the vendor on the website (Ghani, 2018). Customer trust has
been a source of worry for several years, and prior Internet experience did not have the
same influence on affective trust as prior online stock trading experience. In the context
of online buying, trust is described as a multidimensional term with two connected
components, according to our research (Sharma & Klein, 2020). Ratnawati and Kholis
(2019) discovered that trust has a beneficial effect on loyalty, can influence the overall
satisfaction of existing consumers, and can pique the curiosity of potential customers. As
a result, satisfaction has a favourable effect on trust, and trust, in turn, has a positive effect
on bank loyalty (Boonlertvanich, 2019). According to Putrianti and Semuel (2018), client
trust has a considerable influence on behavioural intention in online transportation.
Customer trust in driver competency is so high that customers will utilise online
transportation again and share their experience with others. Soegoto (2018) discovered
that trust level influences loyalty degree of online transportation consumers. The amount
of trust of internet transportation users influences their consumer loyalty. According to
Wattimena and Sin (2020), trust has a favourable and considerable effect on consumer
satisfaction. The appearance of Gojek drivers in serving customers is a major determinant
in customer trust. This variable's measurement items are "I feel comfortable using online
transportation." Customers that trust online transportation will feel at ease when taking a
journey via online transportation. This is because trust has an impact on client happiness,
either directly or indirectly. Consumers will become increasingly reliant on online
transportation and will promote it to their friends, allowing the company to expand sales
and gain new customers. Based on the literature, this study will investigate how consumer
trust affects customer happiness. Because customer trust is an important factor that
influences customer happiness, it will be examined in this study using comfortability
(Yusepaldo, Paramita and Febrianto, 2018), satisfaction (Wilson and Keni 2018 ;
Yusepaldo, Paramita and Febrianto, 2018), and responsibility (Yusepaldo, Paramita and
Febrianto, 2018, Paramita and Febrianto, 2018). These items will be used as measurement
items for consumer trust and satisfaction in this study.
2.4 Safety
With the lack of safety parameters on e-hailing applications such as the SOS button, as
well as bad safety policies by governments, safety has been one of the primary debates in
the e-hailing sector (Kim, Park, & Lee., 2019). E-hailing service providers understand the
importance of user safety. The Malaysian Ministry of Transportation has published new
legislation requiring all e-hailing drivers to undergo a mandatory criminal background
check. This has increased perceived safety, which is an important aspect in user pleasure
(Ruangkanjanases & Techapoolphol, 2018). With clear restrictions and protection,
consumers are more likely to use e-hailing services. Safety is a crucial consideration that
e-hailing firms and drivers must bear in mind. Customers are always concerned with
money, but that does not mean they are unconcerned about their safety. Customers want
to feel safe when they use e-hailing services. According to Teo, Mustaffa, & Rozi (2018),

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customers have long had concerns about the safety of ride-sharing services, particularly
about the driver's and passengers' privacy, vehicle conditions, and insurance coverage. As
a result, e-hailing businesses must address this issue if users are to trust their services.
Grab e-hailing services has implemented certain steps to preserve passenger safety, such
as requiring drivers to show proof of liability insurance and a clean criminal background
(Ubaidillah, Hassan, Ali, & Hwang, 2019). One of the most important factors that clients
consider while getting a cab is safety. Security checks are an important component in
attracting people to use e-hailing services. Rules and legislation are in place to safeguard
the security of e-hailing services. Before being issued a licence, the drivers would be
given permission to take the driving test. The most significant factor is that there is no
criminal record, thus the driver must provide proof of liability insurance together with the
certificate (Md Nor, Md Sabri, & Mat Isa, 2021). Sobanah Dhevi, Sai, Vikniswari, Kalai
Vani, & Suresh (2022) discovered that safety has a positive and significant effect on
customer satisfaction in online transportation services. Safety and security are concerned
with human emotions, which are seen as an essential aspect in determining consumer
pleasure. According to Adam, Kee, Junaina, Fadhilah, Uwais, Al Rashidi, , ... & Pandey
(2020), safety has an impact on consumer satisfaction. Customers have a strong
understanding of safety policies and comprehensive regulations that Grab drivers must
follow when using the service, therefore safety has a high influence. "Historic trips" is
one of the safety variables' measurement items. This is because the customer's previous
journeys will make them feel more safe. Historic voyages will also be useful if any
problems occur to the clients, such as kidnapping or other issues. Based on the literature
reviewed above, this study will investigate the impact of safety on online transportation.
Location declaration, transparency (Yusepaldo, Paramita and Febrianto, 2018), and
journey history will be used to assess safety in this study (Yusepaldo, Paramita and
Febrianto, 2018). These three things will be used as safety measurement items in the
current study.
2.5 Customer Satisfaction
Customer satisfaction is a person's view or feelings about the type of service or product
they received in comparison to their expectations (Tahanisaz, 2020). Customer
Satisfaction is defined as a metric that determines how satisfied purchasers or customers
are with an organization's products, administrations, and capacities (Akoi & Yesiltas,
2020). According to several definitions above, customer satisfaction is a response or a
consumer's pleasure as a result of comparing the performance results that customers feel
with consumer expectations (Ancillai, Terho, Cardinali, & Pascucci, 2019). Customer
happiness has been identified as an important characteristic that managers should
prioritise. The firm's competitive advantage was superior client satisfaction, exceeding
clients' demands and desires better than competitors (Minta, 2018). Customer satisfaction
will have an impact on both the firm and the product, because satisfied customers mean
more items and profits (Akoi & Yesiltas, 2020). Customer satisfaction denotes that
customers are pleased with the company's service quality and in truth, satisfaction is
affected by a variety of elements, including psychological, economic, and physical
considerations (Ali, Alam, & Bilal, 2021). Satisfaction is the key to consumer realisation
and profitability (Meesala & Paul 2018). Furthermore, it is critical for a company or
organisation to realise that it must be able to fully serve the demands and desires of its
clients at all times (Wilson and Keni, 2018). This is primarily due to the fact that customer
satisfaction has a positive impact on a company's profitability, and if there are more

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customers who are satisfied with the performance of the product or service, there's a good
chance that those customers will engage in another purchasing activity with the company,
thereby positively affecting the company's profitability, either in the short-to-medium
term, or in the long term (Wilson and Keni 2018). On the other hand, if customers are
dissatisfied with the performance of a company's or an organization's product or service,
the company's or organization's profitability is likely to suffer. As a result, it is critical for
a company to be able to fully satisfy its consumers, as this capacity is critical for that firm
to have competitive advantages and aspire to be the best in a highly competitive field
(Wilson and Keni 2018). Satisfaction is a pleasant sensation that occurs when a product
or service meets the expectations of the customer (Suhartanto, Farhani, and Muflih,
2018). Satisfaction influences the customer's confidence and encourages him or her to
participate in collaborative business. Trust strengthens customer-provider commitment to
the partnership (Boonlertvanich, 2019). According to the literature, service (Suhartanto,
Farhani, and Muflih, 2018 ; Otto et al., 2020 ; Yusepaldo et al., 2018), recommendation
(Yusepaldo, Paramita and Febrianto, 2018), and expectations will be used to gauge
customer satisfaction (Suhartanto, Farhani, and Muflih, 2018 ; Tahanisaz, 2020 ; Ancillai
et al., 2019 ; Yusepaldo, Paramita and Febrianto, 2018). These three items will be used
to gauge client satisfaction.
3. METHODOLOGY
The study was quantitative in nature. This study investigates the effects of price, service
quality, customer trust, and safety on consumer satisfaction among Malaysian young
adults. The methodology consists of participants and procedure, questionnaire
formulation and instrument, and statistical approach. This study relied on primary data.
To acquire primary data, survey-based questions were used. In quantitative research, the
tool or measuring instrument must be reliable and valid in order to test hypotheses and
handle research difficulties (Pandey & Pandey, 2021). Thirty items were measured for all
variables in this study. To compute sample size, the author employs G power 3.1.9.7. The
95% confidence interval and four predictor variables are made up of 174 sample. The
minimal number of respondents, according to Hair et al., (2022), is five times 30
variables, or 150. A total of 340 questionnaires were distributed among the young
customers mostly. Because of their generation Z cohort and diverse state origins,
respondents aged 18 to 26 were chosen as sample respondents in this study. The
researcher employed a survey questionnaire as an instrument in this study, which was
constructed based on prior research conducted by Yusepaldo, Paramita and Febrianto
(2018). The customer satisfaction scale developed by Yusepaldo et al., 2018 was adapted
to measure customer satisfaction. Data was analysed using SPSS.
4. RESULTS AND ANALYSIS
The research obtained 200 responders in total (58.8% response rate). There are 111 male
responses (55.5%) and 89 female responders (44.5%). Furthermore, because the study's
location provided a broad background of respondents such as Chinese, Malay, India, and
other ethnics, this study explored different race of respondents. Chinese respondents
account for 68 (34%), Malay respondents account for 64 (32%), India respondents
account for 28 (14%), and other ethnic respondents account for 40 (20%). Overall, the
Chinese have the biggest percentage of responders from the race category, with 34%,

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followed by the Malay with 32%, other ethnic with 20%, and India with 14%. In terms of
the online transportation services most commonly utilised by respondents, 106 (53%) said
they mostly used Grab, 57 (28.5%) said they mostly used Maxim, and 37 (18.5%) said
they mostly used Mycar.
The final factor analysis reveals that the Kaiser-Meyer-Oklin value was .956 and that
the Barlett test of sphericity was statistically significant at 0.000. The total varian
explained was 83.172. The context has no cross-loading, and this is the final run of the
factor analysis. The factor loadings for the remaining 9 items fell within the range of
0.560 to 0.792, which is over the practical and statistically significant cutoff value of 0.5.
Overall, the items were strongly loaded on three conceptual variables; hence, the same
label was employed to name these aspects. The first factor is labelled "Price" and consists
of four components. The four items are "Online transportation drivers are skilled drivers,"
"Online transportation drivers are familiar with all the quickest routes," "Online
transportation's rates are reasonable," and "Online transportation is accountable for every
service supplied." The second factor is titled "Service Quality" and consists of three items,
"Online transportation drivers are responsive to problem resolution," "Online
transportation drivers handle client complaints quickly," and "Online transportation
drivers can be relied upon."The third factor is labelled "Safety" and consists of two items
"Historical trips" and "Declare location through text message, email, or social media."
For the dependent variable, “Customer Satisfaction” consists of three itemsnamely
“Online transportation services are in line with my expectations”, “I am satisfied with the
services provided by online transportation” and “I want to recommend online
transportation to others”. It has eigenvalue of 2.535 which accounted of 84.490 % of total
variance.
The Cronbach’s αlpha for all independent variables which were Price, Service Quality
and Safety exceeds 0.7, Cronbach’s alpha value for Price (0.915), Service Quality (0.896)
Safety (0.874) and for the dependent variable Customer Satisfaction (0.908) shows that
all factors from the research all are reliable. Customer trust factor was excluded because
the measurement items either possessed low loading factors or were loaded on the same
variable. Since only three of the independent variables was acceptable in this research
therefore the hypotheses of this paper have been modified accordingly:
H1: Price influences customer satisfaction on online transportation
H2: Service quality influences customer satisfaction on online transportation
H3: Safety influences customer satisfaction on online transportation
The exclusion of customer trust will be elaborated in the discussion part of this paper.
4.1 Multiple Regression
The association between Price and Customer Satisfaction was determined to be
statistically significant at the 0.05 level (β =.410, t-value = 6.622, p = 0.000) supporting
the hypothesis H1. The p-value is less than 0.05, and the t-value is more than 1.96.
Consequently, the finding accepts H1 and asserts that Price has a substantial effect on
Customer Satisfaction. The association between Service Quality and Customer
Satisfaction was determined to be statistically significant at the 0.05 level ( β= 0.228, t-
value = 4.024, p = 0.000) supporting the null hypothesis H2. The finding accepts H2 and
asserts that Service Quality has a substantial effect on Customer Satisfaction. The
relationship between Safety and Customer Satisfaction was determined to be statistically

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significant at the 0.05 level ( β= 0.336, t-value = 6.248, p = 0.000) supporting H3
therefore, accepts H3 and asserts that Safety has significant positive effect on Customer
Satisfaction.
5. DISCUSSION AND CONCLUSION
The present study tested Yusepaldo, Paramita and Febrianto's (2018) research framework
for further evaluation of online transportation customer satisfaction among young adults
in Malaysia. One of the limitations of the study by Yusepaldo, Paramita and Febrianto
(2018) is that it is limited to a single city in Indonesia. Their research was also conducted
before the Covid-19 epidemic. This could be one of the reasons why the consumer trust
variable was omitted from this study. Prior to Covid-19, clients or user may have been
hesitant to use online transportation (e.g., e-hailing services) since they had other options
to meet their demands (i.e. food and daily necessities). However, when Covid-19
appeared on the scene, customers' expectations shifted to accommodate their daily
routines. In March of 2020, the Movement Control Order (MCO) was announced in
Malaysia. According to Mahmud (2020), MCO is not a lockdown, but rather "forced
social distance" or FSD, because social distancing is an infection control method that
reduces transmission from infected to susceptible persons. This is not a complete
lockdown in which all mobility is restricted and the MCO does not require everyone to
remain indoors at all times. Due to this mobility restriction, consumers began to
investigate alternative means of obtaining their daily requirements. The available options
included online transportation services. Consumers were "compelled" to accept a new
method of service ordering and delivery, hence strengthening their trust in service
providers. With experience, the risk and trust issues were gradually resolved, and at the
time of the current study, customer trust is no longer an issue since customers have
acknowledged that online transportation is an integral component of the daily services on
which everyone depends.
In Yusepaldo, Paramita and Febrianto (2018) study, they discovered that Price has no
effect on customer satisfaction, however service quality and customer trust have
substantial effects. The present research however indicated that Price has a considerable
impact on Customer Satisfaction, corroborating the findings of Soleh, Harini, &
Djamaludin (2018) earlier study. Due to the screening of items used to measure Customer
Trust, however, the variable Customer Trust was absent from the current study.
The findings of this paper related to service quality and safety were significant
towards customer satisfaction. This is In accordance with Yusepaldo et al., (2018) and
Fatima et al. (2018). Price, Safety and Service Quality are the arrangement in terms of
strength of relationship influencing Customer Satisfaction for this research. Therefore,
this research would recommend that future service providers in the e-hailing businesses
should put more emphasis on these three variables in their marketing planning. This
research also has its limitations based on the targeted population of Generation Z in the
local universities. Future research should incorporate other variables such as enjoyment
and loyalty; the User and Gratification Theory (U&G) may also tested for future studies.
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