The influence of professionalism and flexibility on e-hailing service performance in Klang Valley, Malaysia

The study examined the effect of professionalism and flexibility towards the performance of the e-hailing service in Klang Valley, Malaysia, due to persistent problems related to service quality, transparency, and efficiency in the transport sector. Previous research was mainly restricted to service providers in the private sector. The analysis of wider performance issues in public and semi-public transport services was rather limited, especially in low-accessibility areas. In the Malaysian context, especially in the rural and suburban areas, the weaknesses associated with service reliability and quality led to user dissatisfaction. In order to address this gap, the study developed a performance improvement framework based on the SERVQUAL model, sociological theory, and resilience theory. The data were collected from 391 respondents in Kuala Lumpur and the Klang Valley region and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The results showed that flexibility had a significant effect on e-hailing service performance, and professionalism had a significant mediating effect in strengthening this relationship. Furthermore, the possibility of professional service behaviour as a consequence of improved service adaptability and operational accuracy. This study contributed empirical evidence to the contributions of professionalism and flexibility that lead to the improvement of the performance of e-hailing services within an urban setting in Malaysia.