Please enable JavaScript.
Coggle requires JavaScript to display documents.
Figure 1: Important Factors which contribute to Building Successful…
Figure 1: Important Factors which contribute to Building Successful Relationships Between Uber and their Customers
-
Communication
Feedback & rate facility #
+
-
-
Rate driver on 1-5 scale (safety, cleanliness & politeness)
-
Mainly poor reviews (Trust Pilot, 2018) :red_flag:
-
Trust : :explode:
Honesty & Integrity
Drivers :red_cross:
-
-
-
Hidden charges (Trust Pilot, 2018)
Alleged driver attacks on women (Samuels, 2016) :no_entry:
-
-
UberHUB (Trust Pilot, 2018)
-
-
-
-
-
-
-
Feedback suggests many customers would not use Uber again (Trust Pilot, 2018) :red_flag:
-
-
-
Notes 1-3: All feed into each other but do not guarantee loyalty (Harris, 2017b)
-
-
Note 5: Trust is a key element of commitment which drives a customer’s intention to maintain a relationship with an organisation and continue buying from them (Conway and Swift, 2000 cited in Harris, 2017b).
-