Ride-sharing services have become an integral part of the sharing economy, especially in the transport sector. Previous study findings suggest that there is a lack of literatures on SERVQUAL model dimensions and customer satisfaction of ride-sharing services in Dhaka city. Therefore, this study attempts to explore this issue. The researchers used convenience-sampling method; data were collected from the ride-sharing services users in Dhaka city through an online closed-ended self-administered structured questionnaire survey. 500 questionnaires were distributed to the respondents through online platforms whereas 300 questionnaires were received, and 238 valid responses were considered for data analysis. The survey data were analyzed based on construct validity, convergent validity, and structural modeling using SmartPLS3.0. The researchers found that reliability, assurance, and empathy are significant constructs where tangibility and responsiveness are found to be statistically insignificant. This study has presented one of the first attempts in Bangladesh context where the relationship among the services quality dimensions and customer satisfaction in ride-sharing services was explored from the customer perspectives. In a developing country like Bangladesh, at the execution level, the service providers should resolve the dissatisfactory factors of the users to make the ride-sharing services more acceptable
and friendlier.