ItemArticle

Impact of dynamic pricing and driver behavior on service quality in ride-hailing operations: a study of Bangalores urban dynamics

Title
Impact of dynamic pricing and driver behavior on service quality in ride-hailing operations: a study of Bangalores urban dynamics
Creator
Pujari, Siva Kumar; Panda, Sangita
Description
Purpose The study evaluates the influence of the dynamic pricing factors, price transparency, seasonality and driver behavior on the ride-hailing services perceived quality. While many technological changes are detected in the service, dissatisfaction continues to persist between customers about prices surging higher and dangerous practices of driving in the service. Design/methodology/approach In the context of an urban area such as Bangalore, service quality and customer satisfaction are mostly a result of dynamic pricing and driver behavior. In order to better understand the associations in these relations, the study utilizes PLS-SEM in quantitative. Findings The study identifies the user-ride-hailing survey key service quality drivers reliability, comfort, responsiveness and safety. Although the results indicate that dynamic pricing can successfully manage demand, this is contingent on whether it is implemented in a transparent manner and with a sense of equity perceived by customers. Driver professionalism is the important variable that strengthens or weakens the effect of pricing policies on customer satisfaction. Research limitations/implications This study contributes to the expanding body of knowledge on urban mobility and provides actionable insights for improving ride-hailing operations in developing economies. Practical implications Implications to industrial stakeholders entail reorienting in driver training and refining algorithms and strategies about dynamic pricing that boost customer trust and loyalty. Originality/value This is one of the few studies that explore the dynamics of urban mobility from developing countries perspective like India. 2025 Emerald Publishing Limited
Source
TQM Journal;pp.1-19
Date
01-01-2025
Publisher
Emerald Publishing
Subject
Driver behavior; Dynamic pricing; PLS-SEM; Ride-hailing service; Service quality perception
Coverage
Pujari S.K., Christ University, Bengaluru, India; Panda S., Christ University, Bengaluru, India
Rights
Restricted Access; Hardcopy may be available in the library
Relation
ISSN: 17542731;
Format
online
Language
English
Type
Article

Citation

Pujari, Siva Kumar; Panda, Sangita, “Impact of dynamic pricing and driver behavior on service quality in ride-hailing operations: a study of Bangalores urban dynamics,” CHRIST (Deemed To Be University) Institutional Repository, accessed June 18, 2026, https://archives.christuniversity.in/items/show/22945.

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