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Measuring satisfaction of rental car services in India for policy lessons

Narsaria, I and Verma, M and Verma, A (2020) Measuring satisfaction of rental car services in India for policy lessons. In: Case Studies on Transport Policy .

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Official URL: https://doi.org/10.1016/j.cstp.2020.05.019


Rental Car services were introduced in 2013 in India. Enfolding the benefits of automobile without owning it, it is essential to understand major factors contributing to the satisfaction of rental car services. A surge in the growth of this service is estimated by 2020; however, studies� exploring the impact of this service in India is very limited. This paper explores the relationship between input factors such as socio-demographic characteristics and individuals� overall satisfaction level of the service. Ordered logit model and neural network model were developed to identify the factors impacting overall satisfaction level using the data collected in a survey conducted through online and offline platform. The results indicate that individuals influenced by the availability of car and ease in hiring are satisfied with the rental car service, while price has a negative effect on the satisfaction level. Car ownership also has a positive impact on the model, depicting that even though individuals own a car, they are satisfied with the service. Further, the study observes that individuals are in general satisfied with the service, and certain policy guidelines can be formulated to increase the awareness of rental car services as one of ways to curb rising car ownership among the car aspirants. © 2020 World Conference on Transport Research Society

Item Type: Journal Article
Publication: Case Studies on Transport Policy
Department/Centre: Division of Mechanical Sciences > Civil Engineering
Date Deposited: 05 Nov 2021 05:49
Last Modified: 05 Nov 2021 05:49
URI: http://eprints.iisc.ac.in/id/eprint/65764

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