Books and journals Case studies Expert Briefings Open Access
Advanced search

The role of transaction cost and trust in e-loyalty: a mixed-methods study of ride-sharing

Tingting Hou (School of Information Technology and Management, University of International Business and Economics, Beijing, China)
Xusen Cheng (School of Information, Renmin University of China, Beijing, China)
Xiankun Cheng (School of Information Technology and Management, University of International Business and Economics, Beijing, China)

Information Technology & People

ISSN: 0959-3845

Publication date: 13 July 2020

Abstract

Purpose

The purpose of this paper is to explore the trust antecedents and the effect of trust and transaction cost on passengers' e-loyalty in the context of mobile commerce enabled ride-sharing.

Design/methodology/approach

A mixed-methods research is adopted to investigate the phenomena of interest. The qualitative study was used to identify the context-specific trust antecedents. The quantitative study investigated the effects of trust and transaction cost on e-loyalty by combining the results of qualitative study.

Findings

Three important context-specific trust antecedents were identified in qualitative study, namely online rating score, service quality and driving skills. The quantitative study indicates that driving skills, explicit cost and implicit cost are positively associated with trust. Trust and implicit cost have direct and positive effects on e-loyalty.

Research limitations/implications

This study contributes to understanding passengers' trust towards drivers in the context of mobile commerce enabled ride-sharing and the effect of trust on e-loyalty by including the transaction cost.

Practical implications

Management to enhance passengers' e-loyalty to ride-sharing might involve the measures to promote trust relationship.

Originality/value

Limited research has explored trust relationship for enhancing e-loyalty in the context of ride-sharing. The current study provides a novel contribution through an exploration of trust antecedents and the effects of transaction cost and trust on e-loyalty. The study has thrown light on the use of mixed-methods design in the research of user behavior in sharing economy.

Keywords

  • Trust
  • Mobile commerce
  • Ride-sharing
  • Transaction cost
  • E-loyalty

Acknowledgements

The authors thank the National Natural Science Foundation of China (Grant No. 71871061) for providing funding for part of this research.

Citation

Hou, T., Cheng, X. and Cheng, X. (2020), "The role of transaction cost and trust in e-loyalty: a mixed-methods study of ride-sharing", Information Technology & People, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/ITP-01-2020-0005

Download as .RIS

Publisher

:

Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

Please note you do not have access to teaching notes

You may be able to access teaching notes by logging in via Shibboleth, Open Athens or with your Emerald account.
Login
If you think you should have access to this content, click the button to contact our support team.
Contact us

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

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
Login
If you think you should have access to this content, click the button to contact our support team.
Contact us
Emerald Publishing
  • Opens in new window
  • Opens in new window
  • Opens in new window
  • Opens in new window
© 2021 Emerald Publishing Limited

Services

  • Authors Opens in new window
  • Editors Opens in new window
  • Librarians Opens in new window
  • Researchers Opens in new window
  • Reviewers Opens in new window

About

  • About Emerald Opens in new window
  • Working for Emerald Opens in new window
  • Contact us Opens in new window
  • Publication sitemap

Policies and information

  • Privacy notice
  • Site policies
  • Modern Slavery Act Opens in new window
  • Chair of Trustees governance statement Opens in new window
  • COVID-19 policy Opens in new window
Manage cookies

We’re listening — tell us what you think

  • Something didn’t work…

    Report bugs here

  • All feedback is valuable

    Please share your general feedback

  • Member of Emerald Engage?

    You can join in the discussion by joining the community or logging in here.
    You can also find out more about Emerald Engage.

Join us on our journey

  • Platform update page

    Visit emeraldpublishing.com/platformupdate to discover the latest news and updates

  • Questions & More Information

    Answers to the most commonly asked questions here