Customer experience evaluation of the car rental industry in Delhi NCR

摘要

This paper is aimed extracting the key dimensions of customer experience in the self-drive car rental industry in India and studying their impact on user's satisfaction, user's loyalty, word-of-mouth and social perceptions. The study was carried out using a 31-item questionnaire which was responded by 155 participants. The principal component analysis was performed followed by linear regression. The results indicated that the four components-application functioning, operational convenience, transaction convenience and variety of choice - had a positive impact on loyalty, satisfaction and word-of-mouth and negligible influence on social perceptions.