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Article
Publication date: 13 May 2021

Md. Mukitul Hoque and Bildana Haque Saumi

In the modern era of transportation, using a ride-sharing service can add an extra value to the lifestyles of women. Also, women are thinking about the ride-sharing

Abstract

Purpose

In the modern era of transportation, using a ride-sharing service can add an extra value to the lifestyles of women. Also, women are thinking about the ride-sharing service, what are the factors they consider while purchasing the service and so on. The purpose of this study is to find out women’s perception of ride-sharing services.

Design/methodology/approach

This paper is based on deductive research approach and descriptive research design. This paper has followed mixed research method by using qualitative and quantitative data. By dividing the larger population into subgroups, the researchers have conducted a survey on 240 respondents. To select these respondents, researchers have applied simple random technique. Based on a survey on consumers’ buying behaviour of ride-sharing service, the researchers tested the impact of tangibility, reliability, safety, fare, efficiency and convenience as the factors for choosing ride-share rather than other public transportation.

Findings

The study results indicate that reliability which includes consistency, punctuality and schedule routes are the major concerning issue for women while choosing ride-share service. Women are also concerned about efficiency which includes global positioning system tracking, smartphone technology and so on. One of the important criteria for choosing a ride-sharing service is safety, which includes verified drivers, and drivers review scores. So, reliability, efficiency and safety are the most effective issues. On the other hand, tangibility, fare and convenience do not affect that much.

Originality/value

To the best of the authors’ knowledge, this is the first research to scrutinize the sharing economy service in Dhaka city towards women’s perception of commuting.

Details

Rajagiri Management Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0972-9968

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Article
Publication date: 25 December 2020

Selim Ahmed, Musfiq Mannan Choudhury, Ezaz Ahmed, Ujjal Yaman Chowdhury and Ahmed Al Asheq

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the…

Abstract

Purpose

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the passengers' perception of perceived quality and value for money of using app-based ride-sharing services in Bangladesh and how it impacts passengers' satisfaction. The study also measures the indirect relationship of perceived quality and value for money and passengers' loyalty through the mediating effects of passenger satisfaction in app-based ride-sharing services.

Design/methodology/approach

The authors used an online self-administered survey questionnaire to collect data from the respondents who have experienced app-based ride-sharing services in Bangladesh. In this study, 400 questionnaires were distributed to the respondents online (Google form) and received 281 useful responses that give a 70.25% response rate. The survey data were analyzed based on construct validity, convergent validity and structural equation modeling by using Smart PLS 3.

Findings

The research findings indicate that perceived quality and value for money positively and significantly influence passengers' satisfaction. The passengers' satisfaction has a direct and significant relationship with passenger loyalty. The research findings also indicate that perceived quality and value for money have an indirect relationship with passenger loyalty through the mediating effect of passenger loyalty in app-based ride-sharing services.

Practical implications

Both perceived quality and value for money have been the key drivers of passenger satisfaction and loyalty. Thus, the ride-sharing service providers should emphasize enhancing passenger value perception and quality service to reinforce passenger satisfaction and loyalty by increasing communication with the passengers about their apps. Besides, the service providers need to keep track of passengers' satisfaction levels and adopt necessary initiatives to ensure satisfied passengers toward loyalty.

Originality/value

Limited studies have investigated the impacts of perceived quality and value for money on passenger satisfaction and loyalty to app-based rideshare service. It is a suitable time as the research findings will help ride-sharing service providers enhance their quality performance to compete healthily. Simultaneously, passengers can enjoy improved, and value-added services due to increasing competition among the app-based service providers. Regulators can also emphasize passenger quality services and the importance of money as a proposition while formulating policy and regulations toward the management of ride-sharing companies.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 27 June 2020

Zhen Shao, Yue Guo, Xiaotong Li and Stuart Barnes

Despite the growing popularity of ride-sharing in China, our understanding regarding users' trust and behavioral intention toward this new type of hailing service is still…

Abstract

Purpose

Despite the growing popularity of ride-sharing in China, our understanding regarding users' trust and behavioral intention toward this new type of hailing service is still limited. This study aims to examine the joint influences of institution-based, process-based and characteristic-based antecedents on customers' trust and continuance intention toward ride-sharing. Furthermore, the study aims to investigate if the relative influences of institution-based and process-based antecedents on trust are contingent upon customers' prior experience.

Design/methodology/approach

Drawing upon trust-building literature and the elaboration-likelihood model, we developed a research model and conducted an online survey to users of Didi, the largest ride-sharing platform in China. We used the structural equation modeling technique to analyze the collected data and examine the proposed research model.

Findings

Ther major research findings of the study suggest that structural assurance, government support, platform reputation and disposition to trust exhibit significant and different degrees of influences on customers' trust beliefs and continuance intention toward ride-sharing. A multi-group analysis further suggests that customers with less use experience focus more on government support and platform reputation, while customers with more use experience are more likely influenced by structural assurance.

Originality/value

The study contributes to the extant literature by identifying the joint influences of institutional-based, process-based and characteristic-based antecedents on users' continuance intention of ride-sharing service and uncovers the mediation mechanism of trust and perceived risk. Moreover, the study refines the boundary condition of the proposed research model by revealing the moderating effect of use experience.

Details

Industrial Management & Data Systems, vol. 120 no. 8
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 9 July 2020

Tingting Hou, Xusen Cheng and Xiankun Cheng

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…

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.

Details

Information Technology & People, vol. 34 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

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Article
Publication date: 28 September 2021

Aihui Chen, Jinlin Wan and Yaobin Lu

A rash of security incidents in ride-sharing have made discovering the mechanisms to repair consumers' trust essential for the information technology (IT)-enabled…

Abstract

Purpose

A rash of security incidents in ride-sharing have made discovering the mechanisms to repair consumers' trust essential for the information technology (IT)-enabled ride-sharing platforms. The purpose of this paper is to explore how the two response strategies (i.e. security policies [SPs] and apologies) of platforms repair passengers' trust and whether the two implementation approaches of SPs (i.e. pull and push) lead to different results in repairing passengers' trust in the platforms.

Design/methodology/approach

A field survey based on a real scenario (n = 238) and an experiment (n = 245) were conducted to test the hypotheses empirically. Structural equation modeling and one-way analysis of variance (ANOVA) are employed in the data analyses.

Findings

This study finds that (1) both SPs and apologies aid in repairing trust; (2) repaired trust fully mediates the influence of SPs on continuance usage and partially mediates the influence of apologies on continuance usage; (3) security polices and the three dimensions of apologies play different roles in repairing trust and retaining passengers and (4) both pull-based and push-based SPs can repair the violated trust; however, the effect of the pull approach is greater than that of the push approach.

Practical implications

The findings provide guidelines for ride-sharing platforms in taking appropriate actions to repair users' trust after security incidents.

Originality/value

The findings reveal the mechanism of trust repairing in the fields of ride-sharing and extend the contents of the trust theory and pull–push theory.

Details

Industrial Management & Data Systems, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0263-5577

Keywords

Content available
Article
Publication date: 11 December 2019

Adi Kuswanto, Sundari Sundari, Ashur Harmadi and Dwi Asih Hariyanti

This study aims to analyze the effect of service quality on trust, satisfaction and loyalty by adopting two models, namely, conventional service quality model from…

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Abstract

Purpose

This study aims to analyze the effect of service quality on trust, satisfaction and loyalty by adopting two models, namely, conventional service quality model from Parasuraman and information systems (IS) success model from Delone and McLean.

Design/methodology/approach

Respondents of this study were users of shared-motorcycle services who filled out a complete questionnaire totaling 507. This research used a second-order structural equation model. All question items had quite high reliability and validity based on the result of confirmatory factor analysis with a value of average variance extracted and composite reliability which was higher than 0.70. The goodness of fit was quite good with the values x2/df = 2.493, incremental fit index = 0.921, Tucker-Lewis index = 0.917, comparative fit index = 0.921 and root-mean-square error of approximation = 0.054.

Findings

Online and offline ride-sharing services reveal a strong and positive influence on trust and satisfaction. Trust reveals a strong and positive influence on satisfaction and loyalty. Finally, satisfaction reveals a strong and positive influence on loyalty. The research in general shows that the quality of offline service is more influential than the quality of online service in the case of ride-sharing service provided by two companies in Indonesia.

Research limitations/implications

The sampling frame of the research was diverse, including students of various collages and junior high schools, various private company workers and government employees. So, the results cannot be generalized to all populations especially to all Indonesian customers. It is recommended to increase the number of samples by focusing on the community groups of customers of public motorbikes, so that these groups can be compared. Next, the research finds that both service quality based on IS and service quality models reveal a strong and positive influence on loyalty both directly and indirectly.

Originality/value

The research uses respondents who use motorcycle services both online and offline. The findings of the research are important for online and offline ride-sharing motorbike service providers. They have to maintain their excellent services to the customers.

Details

Innovation & Management Review, vol. 17 no. 1
Type: Research Article
ISSN: 2515-8961

Keywords

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Expert briefing
Publication date: 12 October 2018

Alternative work arrangements.

Details

DOI: 10.1108/OXAN-DB239139

ISSN: 2633-304X

Keywords

Geographic
Topical
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Abstract

Details

Autonomous Driving
Type: Book
ISBN: 978-1-78714-834-5

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Abstract

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Future Governments
Type: Book
ISBN: 978-1-78756-359-9

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Book part
Publication date: 13 May 2015

Abstract

Details

Sustainable Urban Transport
Type: Book
ISBN: 978-1-78441-615-7

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