Factors Influencing Taxi Drivers' Satisfaction With Car Rental Service

Student: Bragin Nikita

Educational Programme: Marketing and Market Analytics (Bachelor)

Year of Graduation: 2024

This study was conducted to increase the satisfaction of drivers renting a car for work in a taxi. Concepts of loyalty and satisfaction were examined in this work. Methodologies for measuring the impact of various factors on satisfaction were studied. Both quantitative and qualitative analysis methods were used in this research, allowing for the identification of key factors influencing customer satisfaction. A quantitative study was conducted using factor and SEM analysis. The quantitative phase data were supplemented with results from qualitative research - expert interviews and consumer interviews. Conclusions were drawn based on the results of the conducted research, leading to practical recommendations for the company.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses