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The purpose of the study is to explore and analyze m-car rental service quality dimensions.Design/methodology/approachExploratory 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.FindingsThe 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/implicationsThe explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context.Practical implicationsThe proposed measurements can also be applied to measure and compare the service quality performance of car rental firms.Originality/valueCurrent 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.
International Journal of Innovation Science – Emerald Publishing
Published: Sep 5, 2022
Keywords: India; Service quality; Service performance; Mobile service quality
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