Title: Customer experience evaluation of the car rental industry in Delhi NCR

Authors: Pankaj Deshwal; Ankit Kumar; Umang Soni; Roshil Verma

Addresses: Department of Management Studies, Netaji Subhas University of Technology, New Delhi, India ' Department of ECE, Netaji Subhas University of Technology, New Delhi, India ' Department of MPAE, Netaji Subhas University of Technology, New Delhi, India ' Department of ECE, Netaji Subhas University of Technology, New Delhi, India

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.

DOI: 10.1504/IJIE.2022.121798

International Journal of Intelligent Enterprise, 2022 Vol.9 No.2, pp.226 - 243

Accepted: 01 Jul 2020
Published online: 07 Apr 2022 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article