Investigated customer service experience in our research of a sample of 200+ from Karachi using SPSS and servqual parameters.

1. A Test of Service Quality:
Careem V Uber
Muhammad Hussain 20141-17712
Muhammad Mufassir 20141-16984
Hasfa Mansoor 20141-17029
Abdul Samad Shaikh 20141-17
Yasoob Zaidi 20141-17029

2. Introduction
Uber Careem

3. Introduction
• Keywords: Service Quality, Transportation. Servqual. Careem. Uber.
Ride hailing app
• Objectives of Study
• We aim to look into the competitive business leadership in between these
digital transportation services. The research looks into the service quality
standards by Careem or Uber, and which of them is superior.
• Statement of the problem
• To measure and compare the customer’s perception of both Uber and
Careem’s service quality.

4. Introduction
• Scope
• The research looks into Careem and Uber operating in Karachi. The
boundaries will cater to the customer’s service who use the ride hailing
apps. The scope here digs deep into make sure the captains or partners in
any commercial fleet, the customer service representatives at call centres
for complaints and feedbacks and also their CRM system software.

5. Introduction
• Research Questions
• Which of the two service is more reliable; Careem or Uber?
• How much do the customers have trust and assurance issue with
Careem & Uber respectively?
• How do Careem & Uber value empathy?
• How significant is physical tangibility for the services,
respectively?
• How responsive are the two ride hailing services ( Careem and
Uber)?

6. Literature Review
1. Alonso-Moraa, 1. S. (2016). On-demand high-capacity ride-sharing via dynamic.
2. Amey, A. A. (2011). Real-time ridesharing: opportunities and challenges in using mobile phone technology to improve
rideshare services. , . Transportation Research Record: Journal of the Transportation Research Board, (2217), 103-107.
3. Branman, M. (2017, September 15). Uber vs. Lyft: This is the ultimate ridesharing app showdown . Retrieved from Digital
Trends: https://www.digitaltrends.com/cars/uber-vs-lyft/2/
4. Das, K. S. (2017). Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India.
International Journal of Business and Management; Vol. 12, No. 7.
5. Govender, K. K. (2014). Public transport service quality in South Africa: A case study of bus and mini bus services in
Johannesburg. African Journal of Business Management, 317-326.
6. Gummesson, E. (1998). Productivity, quality and relationship marketing in service operations. International Journal of
Contemporary Hospitality Management, Vol. 10 Issue: 1, 4-15.
7. HUSSEIN, A. A. (2016). SERVICE QUALITY PRACTICES AND CUSTOMER SATISFACTION IN TAXI COMPANIES IN NAIROBI. NAIROBI.
8. Khan Rubayet Rahaman, M. A. (2009). Service quality attributes affecting the satisfaction of railway passengers of selective
route in southwestern part of Bangladesh. 11.
9. Martens, C. C. (2016). Scoping the Sharing Economy: Origins. Definitions, Impact & Regulatory Issues.

7. Therotical Framework
Service
Quality
Reliability
Assurance
Responsivene
ssEmpathy
Tangibles

8. Methodology
Sampling Technique:
• Convenience Sampling from sample size of 163 respondents
Statistical Model:
• Paired ‘T’ test for comparison between the means of Uber and
Careem
•

9. Demographics

10. Demographics

11. Demographics

12. Demographics

13. Reliability
Services Careem Uber
VARIABLES No. of Items Cronbach
Alpha
Cronbach
Alpha
Reliability 5 . 889 .843
Assurance 3 . 784 .744
Empathy
5
.698 .719
Tangibles 4
.915 .856
Responsiveness 4 .849 .799

14. Ho1: Careem and Uber have same reliability.

15. Ho2: Careem and Uber have same level of assurance.

16. Ho3: Careem and Uber have same level of empathy

17. Ho4: Careem and Uber have same physical tangibility.

18. Ho5: Careem and Uber have same responsiveness.

19. Conclusion
• Limitation
• IoBM Convenience Sampling

20. Recommendations
• Uber must improve the condition of their vehicles, Moreover, greater
emphasis must be placed on quality assurance.
• Uber needs to start programs to better train their staff as their
behavior has been deemed as unprofessional by a number of our
respondents.
• Uber needs to improve its waiting time mechanism as their vehicles
generally do not come on time.
• The navigation system remains an area of improvement for both Uber
and Careem. They must come up with a viable solution for this.

21. Acknowledgements
• Sir Nawaz Ahmed
• Maam Nimra
• Muqaddas Jan