1 MBA Student, Nueva Ecija University of Science and Technology, Cabanatuan City, 3100, Philippines.
2 Faculty, Nueva Ecija University of Science and Technology, Cabanatuan City, 3100, Philippines.
Research Article
World Journal of Advanced Research and Reviews, 2024, 24(03), 2389-2396
Received on 16 November 2024; revised on 22 December 2024; accepted on 24 December 2024
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.
Accessibility; Customer satisfaction; Pricing ethics; Service quality; SDG 11; Sustainable Cities and Communities
Preview Article PDF
Lea Grace R. Santos, Marc Daniell A. Santiago, Jerome D. Santos and Noel B. Agustin. Exploring service quality and pricing ethics of motorcycle drivers in cabanatuan: Perspectives of student clients. World Journal of Advanced Research and Reviews, 2024, 24(3), 2389-2396. Article DOI: https://doi.org/10.30574/wjarr.2024.24.3.3956