Factors of Consumer Satisfaction in the Moscow Taxi Market

This study is concerned with development of consumer satisfaction factor model in the Moscow taxi market. The practical significance of the work is that results can help companies that provide services for transportation of passengers using taxi transport, identify the main shortcomings in their work with customers, based on the factors chosen by the respondents. By changing the parameters of work that customers are not satisfied with, firms can not only increase consumer satisfaction, but also increase their loyalty and, as a result, become more financially stable. The first chapter provides a theoretical overview of the concept of consumer satisfaction, different approaches to its definition, causes of the emergence, and models by which it is possible to analyze the satisfaction, as well as the prospects for development. The second chapter deals with an overview of tendencies in the Moscow taxi market main trends with the example of three main aggregators and their partner companies separately, as well as legislative acts regulating this activity. The third chapter is a description of the methodology of the mixed study: the collection of expert opinions through interviews, the receipt of primary information through a survey, the main characteristics of the scales presented. The fourth chapter contains an analysis of the results obtained by constructing various models based on which a pool of recommendations has been determined for companies that provide taxi services. In the final part of the paper it is confirmed that the clients of the Moscow taxi market are average satisfied with the services and, moreover, they are interested in having a mobile application for taxi order, cleanliness of the car, and a neat appearance of the driver.