To read the full version of this content please select one of the options below:

Innovative m-car rental service quality in India

Tejas R. Shah (Department of Marketing, Institute of Management, Nirma University, Ahmedabad, India)
Tejal T. Shah (Department of Management, Indus Institute of Management Studies, Indus University, Ahmedabad, India)

International Journal of Innovation Science

ISSN: 1757-2223

Article publication date: 7 April 2021

Issue publication date: 5 September 2022




The purpose of the study is to explore and analyze m-car rental service quality dimensions.


Exploratory factor analysis method is applied to explore the m-car rental service quality dimensions. Further, confirmatory factor analysis is done to prove the reliability and validity of the factors using AMOS 22.0.


The results reveal the m-car rental service quality dimensions: ambient quality, technical quality, comfort, safety and employee service, mobile convenience, mobile responsiveness, mobile efficiency and reliability and mobile safety and billing.

Research limitations/implications

The explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context.

Practical implications

The proposed measurements can also be applied to measure and compare the service quality performance of car rental firms.


Current literature does not confirm the stable factor structure of m-car rental service quality. This study confirms the reliable and valid dimensions of care rental service through mobile app.



Shah, T.R. and Shah, T.T. (2022), "Innovative m-car rental service quality in India", International Journal of Innovation Science, Vol. 14 No. 3/4, pp. 588-607.



Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

Related articles