THE SERVICE QUALITY OF MOTORCYCLE TAXI IN NORTH CALOOCAN CITY: BASIS FOR COMMUTERS SATISFACTION

Abstract

In recent years, motorcycle taxis have emerged as a popular mode of transportation due to their convenience, efficiency, and accessibility. As motorcycle taxi services continue to expand, maintaining high standards of service quality is crucial to ensuring commuter satisfaction. This study examines the service quality of motorcycle taxi services in North Caloocan. The purpose of this study is to examine the level of service provided by motorcycle taxis in North Caloocan City and its impact on commuter satisfaction. To assess commuter satisfaction, the researchers surveyed 51 respondents who regularly use motorcycle taxis for transportation within North Caloocan.

This study analyzes the key elements of service quality, including reliability, assurance, tangibility, empathy, and responsiveness, as well as the challenges faced by commuters. Additionally, it explores how motorcycle taxi providers in North Caloocan City can enhance their service quality to improve overall commuter satisfaction. The first demographic factor examined is age. Among the 51 respondents, the majority fall within the 21-30 age group, with a frequency of 37, accounting for 72.55% of the sample. The second-largest group consists of respondents below 20 years old, with a frequency of 9 (17.65%). The remaining age brackets each comprise less than 10% of the total population. For the next demographic factor, gender, the majority of respondents were female, with a frequency of 27, accounting for 52.94% of the sample. The second-largest group was male respondents, with a frequency of 22 (43.14%). The remaining gender categories comprised less than 10% of the total population. In total, 51 respondents participated in the study.

Regarding customer satisfaction, respondents rated Reliability as Satisfied, while Assurance, Tangibility, Empathy, and Responsiveness were rated Very Satisfied. For challenges faced by commuters using motorcycle taxis, the majority of respondents identified weather conditions as their primary concern. To address this, most participants suggested that motorcycle taxi drivers should always provide raincoats to ensure better protection for riders.