Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam

Abstract

Technology provides opportunities for customers to access better service quality, which imposes the higher customer behavioral intentions. Ride-hailing service is the newly-emerged transportation medium in Vietnam market, surpassing the popularity of conventional vehicles (taxi, buses, for-rent bikes, etc.). While prior research has focused on the elements that influence customer behavioral intention in ride-hailing, this study sought to explain the process of establishing service quality through several variables before enhancing the customer intention. As a result, the research suggested and validated an integrated framework that included three components (perceived service quality, functional quality, and information quality) in addition to the classic service quality– customer behavioral intention model. The findings significantly confirm the fundamental conventional link between (1) Functional quality and Perceived service quality; (2) Information quality and Perceived service quality; and (3) Perceived service quality and Customer intention.