PERCEPTION OF PASSENGERS ON ONLINE MOTORCYCLE TAXI SERVICES: AN ALTERNATIVE MODE OF TRANSPORTATION

Abstract

This study investigates the perceptions of passengers regarding online motorcycle taxi services in the Philippines, with a particular emphasis on the experiences of students from Bestlink College of the Philippines. It aims to understand the factors that influence passenger satisfaction and to identify the common challenges faced by users. The research contributes to the growing literature on the role of online motorcycle taxi services in shaping public transportation dynamics. Furthermore, it offers useful insights for future researchers, policymakers, and service providers to enhance service delivery and commuter experience. This study adopts a descriptive research design and utilizes a survey questionnaire to collect data from 340 Tourism students at Bestlink College of the Philippines. Purposive sampling was employed to select respondents with prior experience using online motorcycle taxi services. The collected data were analyzed using frequency and percentage distribution, weighted mean, ranking, and a four-point Likert scale to interpret the results effectively. The results indicated that most respondents were between 18 and 25 years old and were predominantly female. Among the online motorcycle taxi providers, Move It was identified as the most commonly used, followed by Joyride and Angkas. Respondents generally viewed these services as affordable and convenient, and there was strong agreement that drivers complied with safety measures, such as wearing helmets. Despite these positive perceptions, the study also uncovered several issues, including booking errors, delays in arrival, and inaccurate estimated times of arrival. The study concludes that online motorcycle taxi services are becoming a practical and accessible mode of transportation in the Philippines, especially among young adults. To ensure their long-term success, it is crucial to address key passenger concerns such as service delays, booking issues, and safety-related matters. By applying the study’s recommendations, service providers can improve overall user satisfaction, foster public trust, and strengthen their position as a dependable commuting option. Furthermore, the findings can guide efforts to enhance safety protocols, improve service delivery, and support the sustainable development of this growing transportation sector.