Attributies of Customer Satisfaction of Taxi Services: the Case of Yandex.Taxi

Student: Domracheva Ekaterina

Educational Programme: Marketing (Master)

Year of Graduation: 2019

This work is devoted to the study of factors that influence customer satisfaction with services, using the Yandex.Taxi service as an example. The purpose of the study is to identify the most important factors affecting the satisfaction of the Yandex.Taxi app users in Moscow, to deter the extent to which actual factors assess these factors to the wishes and demands of users and, if case of any discrepancies, to develop further recommendations for increasing the level of users satisfaction. The research methodology includes qualitative and quantitative research: a study of the emotional response to the factors and identification of those which have the most noticeable effect. The result of the study includes factors that influence customer satisfaction and some recommendations developed for further use.

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