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