Exploring service quality and pricing ethics of motorcycle drivers in cabanatuan: Perspectives of student clients
Year: 2024
Type: article
Abstract: This study explores the service quality and pricing ethics of motorcycle drivers in Cabanatuan City, focusing on the perceptions of student clients. Motorcycle services, widely used for their affordability and accessibility, often face challenges related to professionalism, safety, and ethical pricing practices. This research evaluated the factors influencing customer satisfaction and trust among students, including safety, professionalism, punctuality, vehicle condition, and pricing transparency. A descriptive quantitative research design was employed, collecting data from 35 student respondents through a structured questionnaire disseminated via Google Forms. The results revealed moderate satisfaction with professionalism, punctuality, and vehicle condition but highlighted significant gaps in safety measures, transparency in pricing, and driver behavior. Ethical concerns, including inconsistent fare practices and perceived overcharging, were particularly evident during peak demand periods, undermining student trust. The findings emphasize the need for targeted interventions such as mandatory driver training, standardized pricing mechanisms, and improved service coverage to enhance the reliability and equity of motorcycle services. However, the study's scope was limited to a single semester and a small sample of 35 respondents, restricting the generalizability of the results. Future research should expand the sample size and include broader demographics to comprehensively understand the issues.
Authors: Lea Grace R. Santos, Marc Daniell A. Santiago, Jerome D. Santos, Noel B. Agustin
Institution: Nueva Ecija University of Science and Technology
Language: English
Domain: Social Sciences
SDG: Quality education
Open Access status: green
OpenAlex ID: W6931052128
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