Customer experience evaluation of the car rental industry in Delhi NCR

Pankaj Deshwal, Ankit Kumar, Umang Soni and Roshil Verma

International Journal of Intelligent Enterprise, 2022, vol. 9, issue 2, 226-243

Abstract: This paper is aimed extracting the key dimensions of customer experience in the self-drive car rental industry in India and studying their impact on user's satisfaction, user's loyalty, word-of-mouth and social perceptions. The study was carried out using a 31-item questionnaire which was responded by 155 participants. The principal component analysis was performed followed by linear regression. The results indicated that the four components-application functioning, operational convenience, transaction convenience and variety of choice - had a positive impact on loyalty, satisfaction and word-of-mouth and negligible influence on social perceptions.

Keywords: car rental industry; satisfaction; word-of-mouth; WOM; social perception; customer experience; loyalty; India. (search for similar items in EconPapers)
Date: 2022
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