Factors influencing customer satisfaction toward E-Hailing services in Kelantan

The purpose of this study is to get a clear picture of the factors that play a large role in customer satisfaction with e-hailing services in Kelantan. Comfort, safety, attitude and accessibility will be used as independent variables in this study, while the dependent variable is customer satisfaction in e-hailing services. We selected 384 respondents in Kelantan who use e-hailing services to conduct a questionnaire survey. This study uses Statistical Package for Social Science (SPSS) version 26, to analyze data and obtain descriptive analysis, reliability analysis and Pearson's correlation analysis to test the objectives and hypotheses of the study. The results show that comfort, safety, attitude and accessibility have a significant effect on customer satisfaction.