App-Based Ride Hailing Services and Customer Satisfaction of Bolt Patronage in Uyo Metropolis, Akwa Ibom State

This research was conducted to assess customer satisfaction level on the patronage of App-based ride hailing. Specifically, this study addressed the various dimensions of app-based ride hailing services and its relationship on customer satisfaction in Uyo metropolis. The quantitative research approach was chosen to obtain the relevant data for this study which was obtained among Bolt customers who have experienced Bolt services within the period of one year in the city of Uyo. Data were analysed using simple regression analysis to test the three research hypotheses for the study. From the data analysis, the dimensions of app-based ride hailing services were found to have a positive and significant relationship with customer satisfaction of Bolt patronage in Uyo metropolis. In conclusion, the operator of app-based ride hailing services in Uyo metropolis should pay attention to their customer satisfaction as this will result in highly satisfied customers and subsequently increase the number of return patronage of their service. Hence, it was recommended that drivers of app-based ride hailing services in Uyo metropolis should endeavour to keeps their vehicles always clean for the convenience of their customers. Also, detailed safety policies and regulations should be followed by drivers of app-based ride hailing services to instil customers of their safety. Finally, payment information should be provided on the mobile app to encourage quick access by their customers.