CONSUMER SATISFACTION WITH E-HAILING SERVICES AMONG KLANG VALLEY UNIVERSITY STUDENTS: A CONCEPT PAPER

Abstract

University students in Klang Valley, Malaysia, rely heavily on e‑hailing services due to persistent last‑mile connectivity gaps in public transport. Recent documented incidents (2025–2026) such as passenger‑on‑driver violence, extreme surge pricing (200–300%), a proposed fare‑bidding model, driver economic insecurity, and limited last‑mile options have exposed systemic vulnerabilities. Yet, no conceptual framework explains how these real‑world problems collectively influence student satisfaction. This concept paper develops an integrated framework based on SERVQUAL and Expectation‑Confirmation Theory (ECT), introducing novel moderators (surge pricing, fare‑bidding uncertainty, last‑mile gaps, driver economic insecurity) and bidirectional safety as a theoretical construct. Using a PRISMA‑guided systematic literature review of peer‑reviewed articles (2022–2026), we propose that reliability is the strongest positive predictor of satisfaction, while surge pricing and driver economic pressure negatively moderate satisfaction through ECT disconfirmation. The framework advances existing knowledge by contextualising SERVQUAL‑ECT integration within Malaysia's evolving gig economy and introducing context‑specific moderators derived from actual incidents. Practical recommendations for e‑hailing platforms, policymakers, and universities are provided. This concept paper contributes to SDG 11 (Sustainable Cities and Communities) by examining sustainable urban mobility solutions for students.