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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.

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.

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.

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.

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.

This study examines how customer loyalty among DiDi users in China is affected by two types of online social interaction (transactional and interpersonal) and how the online interaction–customer loyalty relationship is mediated by three kinds of perceived benefits (functional, social-hedonic and safety).

This study empirically examines research hypotheses based on a questionnaire survey of 428 DiDi consumers.

The results reveal that transactional interactions significantly enhance customer loyalty among DiDi users via the partial mediating effects of customers' perceived functional, social-hedonic and safety benefits. By contrast, interpersonal interactions do not directly influence customer loyalty, and only social-hedonic benefits fully mediate the positive influence of interpersonal interactions on loyalty.

This study contributes to the theoretical development of interactive marketing management by examining how two types of online social interactions contribute to customer loyalty on sharing economy platforms by influencing the perception of benefits. It also provides useful managerial insights to help ride-sharing platforms design online social interaction functions that improve customer perceptions and loyalty.

This chapter explores how technology availability and costs influence public opinion, vehicle ownership decisions, travel, and location choices. Attitudes towards electric vehicles (EVs) are considered within the broader context of other linked technological trends affecting automobility, with a particular focus on the shift to (electric powertrain) autonomous vehicles (AVs).

This chapter draws upon modelling of quantitative survey data from 1,426 Americans, which employed regression analysis to predict and understand variables linked to the preference for an AV over a human driver, percentage of trips taken by an AV, percentage of trips using dynamic ride-sharing (DRS) inside a shared autonomous vehicle (SAV), and factors affecting EV charging access in home and at work/school.

The findings show that full EV charging times significantly affect decisions for next household vehicle purchase. A lack of charging ability at home appears to be a significantly greater hindrance to respondents’ willingness to purchase full EVs than does a lack of charging ability at work. And home location choice impacts of AVs are not expected to be substantial. Considering future EV/AV ride-sharing (an important component of sustainable future mobility systems), DRS may ease congestion if SAV riders widely adopt DRS for work and school trips; however, sharing with strangers may not be popular in practice.

This chapter is useful to manufacturers and fleet operators for pricing and marketing decisions, and public transit authorities/providers can benefit from understanding evolving travel choices and land use patterns to craft equitable policies, and model future transportation demand to help plan services and infrastructure projects.

This paper aims to explore the use of a design process of inquiry that incorporates both deep customer insight (DCI) and traditional market research (TMR) in an ill-defined, complex current market opportunity to generate new business opportunities for firm-based innovation.

The paper reports on an empirical research case study conducted within a multi-national insurance agency looking at the shift in mobility in Australia. Data were collected across seven distinct research phases, all of which used TMR and DCI techniques for joint comparison.

The findings revealed that TMR and DCI methodologies developed both contradictory and complementary research outcomes. These outcomes saw rise to newly generated novel business model concepts for market entry opportunity from the case study firm.

The theoretical outcome of this study is the design thinking DCI framework providing guidance on appropriate implementation of research methods to respond to complex market opportunity.

DCI methods used in conjunction with TMR can provide early stage market opportunity assessment for firms seeking to innovate from a customer perspective.

This is the first paper to apply a design approach, combining TMR and DCI methods to a complex market opportunity rather than a tangible problem. In addition, it also contributes to the emerging field of DCI methodologies by providing a practical examination of their use in the field.

This chapter focuses on strategies to initiate a shift in mobility behaviour away from private cars towards a combination of more environmentally friendly transport modes including public transport, ride- and car sharing or even completely carbon-free modes like walking and cycling. The requirement for such a shift is that people must be able to actually choose between different travelling options and combine them within an intermodal mobility network. Here, shared mobility has a considerable potential to fill the gap between public and individual transport options.

This chapter summarises results from different studies on shared mobility from the providers’, the users’ and the political perspective. The user’s perspective is based on an empirical study comparing car sharers’, car drivers’ and public transport users’ attitudes and mobility patterns.

The empirical findings from the case study have shown that shuttle trips by car in general, and to the train station in particular, are an important field of action for improving the environmental impact of intermodal trips. The study has also shown that car sharing enables people to live without a private car by using different transport modes for different purposes. As the majority of car sharers report needing a car only one to three times a month, they have a very small carbon footprint compared to the average car owner.

Mobility patterns are determined by local transport options as well as by personal routines. Hence, current changes due to new shared mobility options seem to have a considerable direct impact on how people organise their daily lives on the one hand and an indirect impact on their living costs on the other hand, since private cars have an important share of private household costs.

From an environmental perspective, any incentives to encourage people to choose alternative forms of transport over their private cars would seem to be particularly effective. Thus, understanding the behaviour and needs of multi- and intermodal travellers is an important step towards sustainable mobility. Acknowledging that most travellers still need a car every now and then, car sharing is an essential addition to public transport systems, supporting both public transport use and carbon-free mobility like walking and cycling.