Empathy
The fifth elements in SERVQUAL model is empathy. The definition of empathy refers to the provision of caring, personal regard to the customer (Parasuraman, 1998). For example, the driver will help old age customers with open the door and also help them get on the car (Awasthi, Chauhan, Omrani, & Panahi, 2011). According to Alex & Luke (2016), empathy includes understanding and aware of customers and it also refers to the arrangement of caring and individualized consideration to customers by the service provider. As for as 'Empathy' is concerned, it also includes elements like providing service in terms of place, time, communication, and to what extent the service provider understands the beneficiary (Mohammad & Alhamadani, 2011).
Besides, …show more content…
Tangibles include the physical appearance of the service facility, the equipment, the personnel, and the communication materials by Awasthi, Chauhan, Omrani, & Panahi (2011), Bakti and Sumaedi.s (2013) and other. For example, well dresses, appear neat driver, clean and comfortable inside vehicle, etc (Thai.V , 2008). In some of the service quality studies, tangibility has been found that it is consider as not so important as compared with the other dimensions of service quality (Zeithaml, Parasuramanand Berry, 1990). Based on the past researcher, tangibility in SERVQUAL as the “solid” measurement used to evaluate the service quality (Parasuman, Zeithaml and Berry, …show more content…
Therefore, the effort of drivers possessed their input to the tangible dimension of SERVQUAL model will be vital. The information and abilities controlled by drivers itself to represent to essential inputs to service generation. All this are being portrayed in the service quality in the ride-sourcing service concentrates in term of tangibility. According to Zaherawati et al. (2010), they stated that the physical appearance, for instance, the mode of the inferior in the ride-sourcing car is one of the evaluations in quality of
The fifth elements in SERVQUAL model is empathy. The definition of empathy refers to the provision of caring, personal regard to the customer (Parasuraman, 1998). For example, the driver will help old age customers with open the door and also help them get on the car (Awasthi, Chauhan, Omrani, & Panahi, 2011). According to Alex & Luke (2016), empathy includes understanding and aware of customers and it also refers to the arrangement of caring and individualized consideration to customers by the service provider. As for as 'Empathy' is concerned, it also includes elements like providing service in terms of place, time, communication, and to what extent the service provider understands the beneficiary (Mohammad & Alhamadani, 2011).
Besides, …show more content…
Tangibles include the physical appearance of the service facility, the equipment, the personnel, and the communication materials by Awasthi, Chauhan, Omrani, & Panahi (2011), Bakti and Sumaedi.s (2013) and other. For example, well dresses, appear neat driver, clean and comfortable inside vehicle, etc (Thai.V , 2008). In some of the service quality studies, tangibility has been found that it is consider as not so important as compared with the other dimensions of service quality (Zeithaml, Parasuramanand Berry, 1990). Based on the past researcher, tangibility in SERVQUAL as the “solid” measurement used to evaluate the service quality (Parasuman, Zeithaml and Berry, …show more content…
Therefore, the effort of drivers possessed their input to the tangible dimension of SERVQUAL model will be vital. The information and abilities controlled by drivers itself to represent to essential inputs to service generation. All this are being portrayed in the service quality in the ride-sourcing service concentrates in term of tangibility. According to Zaherawati et al. (2010), they stated that the physical appearance, for instance, the mode of the inferior in the ride-sourcing car is one of the evaluations in quality of