Comparing SERVQUAL for Transportation Services in the Sharing Economy for Emerging Markets: Insights from Twitter Analytics

  • Saroj Bijarnia
  • P. Vigneswara Ilavarasan
  • Arpan Kumar Kar
Part of the Advances in Theory and Practice of Emerging Markets book series (ATPEM)


The advent of “sharing economy” has attracted a lot of attention among researchers and businesses, among which transportation services are leading. The present chapter compares two sharing economy platforms in transportation in India, Ola and Uber taxi services, in terms of customer experiences in service quality. It uses Twitter analytics for the same. Tweets were downloaded using Twitter API for both Ola and Uber and content analytical procedures were followed. SERVQUAL model is used as a guiding framework for analysis. The analysis indicates that reliability of service is the biggest need for customers of these services.


Sharing economy Social media analytics SERVQUAL Uber and Ola Transportation services India 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Saroj Bijarnia
    • 1
  • P. Vigneswara Ilavarasan
    • 1
  • Arpan Kumar Kar
    • 1
  1. 1.Department of Management Studies, Vishwakarma BhawanIndian Institute of Technology DelhiNew DelhiIndia

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