EVALUATION ON THE SERVICE QUALITY OF MOVE IT PHILIPPINES: GROUNDWORK FOR PROPOSED IMPROVED GUIDELINES

Abstract

This research examines the growing demand for transportation network vehicle services (TNVS) in the Philippines, particularly in the context of changing mobility patterns and environmental concerns. Despite mandatory motorcycle taxi safety seminars, some riders may not fully absorb safety protocols, leading to potential accident risks.  As Move It Philippines navigates a highly competitive market, the company faces challenges in maintaining service quality and ensuring driver preparedness. This study aims to evaluate Move It’s service standards and propose strategic guidelines to enhance safety, efficiency, and overall customer experience while mitigating operational risks. The research employs a mixed-method design with seventy-five participants, assessing demographics, service quality perceptions, and utilization of the SERVQUAL model. Findings reveal positive perceptions of Move It’s services, with an overall weighted mean of 3.48, while areas for improvement have been identified in rider practices, application functionality, and courier services. Passengers primarily encounter safety and payment issues, while operational challenges affect riders and parcel services. Recommendations include conducting a demographic analysis for fare competitiveness, improving rider practices and application professionalism, enhancing empathy and reliability, and reinforcing safety protocols. Move It should prioritize safety initiatives and operational efficiency, ensuring passenger safety and service quality. Additionally, establishing an operational development plan and enforcing unique strategies are suggested to enhance competitiveness and visibility in the market. This study provides valuable insights for Move It Philippines to address challenges and enhance service quality in the evolving TNVS landscape.