How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems?

Abstract

Purpose-The purpose of this research is to investigate which factors influence users' loyalty to smart dockless bike-sharing systems (DBSS). Design/methodology/approach-A sample of 374 subjects who had previously experienced smart DBSS was obtained and the partial least squares (PLS) method was performed to analyze the measurement and structural models. Findings-The results indicated that customer loyalty was the final construct produced by perceived green value, customer satisfaction, and perceived pleasure, which were found to be partial mediators between service quality and customer loyalty. Originality/value-This study (1) provides a new perspective from which to examine consumer loyalty behavior in a smart DBSS context, (2) it identifies the role of service quality as an important stimulus, (3) it confirms that perceived pleasure not only has an effect on customer loyalty, but also acts as an excellent mediator, and (4) it provides empirical evidence for smart DBSS providers to enhance the adoption of green transport and to strengthen customer loyalty to smart DBSS.

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

“…Behavioural loyalty benefits organisations through increased sales that result from repeat purchases. Composite loyalty combines attitudinal and behavioural measures of loyalty (Iordanova, 2017;Liu et al, 2020). Composite loyalty is valuable because it allows businesses to generate more sales through a strong base of trusted customers (Rasoolimanesh et al, 2019).…”

“…Service quality represents a gap existing between customer expectations and actual service performance (Liu et al, 2020;Parasuraman et al, 1988). Similarly, Lovelock and Wright (2002) construed service quality as to how well the level of the delivered service matches customer's expectations.…”

Diagnosing Service Success and Failure Incidents in the Consumer-to-Business Sharing Economy

“…Cronin et al (2000) argued that service quality determines service value, customer satisfaction and behavioral intentions, e.g., to remain loyal to the service and to recommend the service to other consumers. In the field of sharing economy, prior studies have confirmed the positive impact of service quality on satisfaction for ride-hailing services (Cheng et al, 2018;Hamenda, 2018) and bike-sharing services (Liu et al, 2020;Shao et al, 2020).…”

Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen

“…Pelayanan harus dikedepankan karena ini merupakan hal penting lainnya dari kombinasi program kepuasan pelanggan, jadi perusahaan harus melihat expected service dari para pelanggannya. (Liu, Huang, Wang & Wang, 2020) Perusahaan pun harus memiliki ketersediaan suku cadang dan aksesoris lainnya yang mendukung tingkat permintaan pelanggan yang beragam mengenai layanan yang diharapkan oleh para pelanggan. (Afthanorhan, Awang, Rashid, Foziah & Ghazali, 2019).…”