Users’ Satisfaction of Pathao Ride-sharing Service in Kathmandu

Abstract

Purpose: The rise of the digital economy has transformed urban mobility across the world, with ride-sharing services emerging as a key innovation in sustainable transportation. In Nepal, Pathao has introduced a new mode of travel that connects riders and drivers through mobile platforms, offering affordability and convenience within Kathmandu’s congested transport environment. However, users’ satisfaction with such services remains underexplored, particularly in relation to price value, reliability, safety, and responsiveness. This study aims to analyze the factors influencing user satisfaction with Pathao ride-sharing services in Kathmandu, focusing on how price value, reliability, safety, and responsiveness shape overall consumer experience.

Methods: A quantitative research design was applied using a structured questionnaire distributed to Pathao users in Kathmandu Metropolitan City. Primary data from 175 valid responses were analyzed using SPSS, employing descriptive statistics, reliability tests, and multiple regression analysis to examine relationships among the variables.

Findings: Results indicate that all four variables—price value, reliability, safety, and responsiveness—significantly and positively affect user satisfaction. Among these, responsiveness and safety emerged as the most influential determinants. Users expressed high appreciation for service convenience and affordability, but also raised concerns about occasional fare inconsistencies and driver behavior. The findings validate the SERVQUAL framework’s applicability in assessing ride-sharing services in developing urban contexts.

Value: The study concludes that maintaining competitive pricing, consistent reliability, and improved safety standards are crucial for sustaining user satisfaction with Pathao services. Enhanced responsiveness through customer support and driver professionalism can further strengthen consumer trust and loyalty. The findings provide valuable insights for ride-sharing platforms and policymakers to improve digital mobility systems in Nepal. Ensuring safety, service reliability, and user-friendly platforms can foster sustained growth of the ride-sharing industry and support smart urban transport development.

Type of Paper:  Analytical Research.