Factors influencing customer's loyalty towards ride-hailing taxi services – A case study of Vietnam

Nguyen-Phuoc, Duy Quy; Su, Diep Ngoc; Tran, Phuong Thi Kim; Le, Diem-Trinh; Johnson, Lester W.

doi:10.1016/j.tra.2020.02.008

Cited by 99 publications

(65 citation statements)

References 72 publications

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“…Yogyakarta manage, maintai, and improve their service quality, customers will not hesitate to make repeat purchases, they will also be happy to buy outside the product/service line, voluntarily promote positive word of mouth, and even they dare to guarantee not to switch to competitors. However, this result also supports previous empirical research (Lai, 2014;Lemy et al, 2019;Lin et al, 2016;Nguyen-Phuoc et al, 2020).…”

Section: Discussionsupporting

confidence: 91%

“…Customer loyalty has undoubtedly become an important element and the main concern for the company (Boakye et al, 2017). It can be beneficially obtained in a way to improve service quality as proven on the empirical researches (Lai, 2014;Lemy et al, 2019;Lin et al, 2016;Nguyen-Phuoc et al, 2020). Furthermore, service quality that is defined as consumers' perceptions as well as expectations before receiving services and, the means by which services are provided simultaneously , has very strong influence on (Al-Hawari, 2011;Elias-Almeida et al, 2016;Torres & Kline, 2006) and the very close relationship (Choi et al, 2019;Kao et al, 2016;Wattanakamolchai et al, 2016) with customer delight which has been proved in some research literature (Ahrholdt et al, 2016;Joudeh & Dandis, 2018;Wang, 2011).…”

Section: Introductionmentioning

confidence: 99%

“…The study of the antecedents of customer delight and loyalty of ride hailing service is still very limited and has not been well researched in the transportation behavior literature (Nguyen-Phuoc et al, 2020). So that, this study aims to analyze and ascertain the influence of service quality on customer delight (H1), service quality on customer loyalty (H2), customer delight on customer loyalty (H3).…”

Section: Introductionmentioning

confidence: 99%

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Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Pratondo

Zaid

2021

IJSSB

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This research study aimed to research and analyze the influence of service quality on customer loyalty mediated by customer delight on online ride hailing industry in D.I. Yogyakarta. This research method used quantitative analysis involving data taken using a purposive sampling technique to collect the data from 128 online ride hailing customers in D.I. Yogyakarta with certain criteria as a sample. The sample data was then collected through a survey by using a questionnaire distributed to respondents. The data that had been obtained then analyzed through regression analysis, and path analysis by using the SPSS Statistics 25 program. The result of this study indicated that while service quality had positive influence on customer delight and customer loyalty. Customer delight also had a positive influence on customer loyalty, and at the same time played an important role in mediating the influence of service quality on customer loyalty. This study indicates that service quality plays an important and becomes the key role in influencing customer delight which is at the same time is an important factor in gaining customer loyalty in online ride hailing industry. Besides service quality, it turns out that customer Delight also has a positive influence on customer loyalty. and as a mediator, its role in mediating service quality on customer loyalty is also proven to be effective.

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Section: Discussionsupporting

confidence: 91%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Pratondo

Zaid

2021

IJSSB

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“…The availability of travel modes for people ranges from the cheapest to the most expensive, coupled with basic services requirements beginning from standard to the most exclusive range in terms of quality of services offered. Together with trains and buses, taxis are considered to be an essential feature of urban mobility as they provide a publicly available service to everyone (Nguyen-Phuoc et al, 2020). Further, taxis offer 24-hour, comfortable, and door-to-door transportation services (Li & Szeto, 2019), which makes them a popular choice over buses and trains.…”

Section: Introductionmentioning

confidence: 99%

“…Furthermore, as people’s income increases, more people manage to pay for a taxi or purchase a motor vehicle. Taxis provide the customers with more efficiency, more comfort, and more convenience, a larger area coverage unlike the limited area coverage as in the case of fixed transportation service systems (Nguyen-Phuoc et al, 2020) while assuring open volume and quietness (Eriksson, 2008). Taxi is also significant in that it escalates peoples’ autonomy to do certain custom hobbies in various locations as labor, shopping acquires, and relaxation hobbies (Eriksson, 2008).…”

Section: Introductionmentioning

confidence: 99%

Understanding Customer Priorities for Selection of Call Taxi Service Provider

Ramasamy

Muduli

Mohamed

et al. 2021

Journal of Operations and Strategic Planning

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Taxi services have evolved with the growth of information communication services and have become an essential infrastructure in a city’s transport landscape. In today’s era, mobility has become a vital need for people as they contemplate how to accomplish specific tasks, which require travel, time, and distance. Taxi services have filled this void by allowing people to commute to the last mile and meet their daily requirements. Failure of cab service operators to offer affordable and reliable taxi service would result in inferior taxi services that lead to dissatisfaction among customers. The key objective of this research was to determine important factors, namely, socioeconomic and service attribute factors that influence people’s choice based on satisfaction levels in selecting a particular taxi service like Ola and Uber in Bhubaneswar city. The study found that socioeconomic and service attribute factors were important in determining the choice of taxi service. Furthermore, it also revealed that people were more sensitive to the reliability of taxi service and cost in comparison to the quality of service and driver’s behavior. The study results would help cab service providers in customizing their services to attract more customers and increase their market share.

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A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

Park

2022

J of Consumer Behaviour

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In light of the increasing development of technological innovation and information and communication technologies, features of mobile apps functions are also increasingly developed to meet people's needs and wants. Amongst the variety, shared transportation apps (STA) have emerged to optimize people's daily transportation needs. This study modified the expectation‐confirmation theory and the post‐acceptance model of information system continuance to examine the effects of customers' perceived STA performance (service performance, content provision, and system performance) and benefits (function, money worthiness, pleasure, and social interaction) on customer satisfaction with the usage of STA, which is expected to have a positive effect on customer retention on STA in a new theoretical framework, called the performance‐benefit of the STA continuance model (PBCM). Moreover, brand awareness was expected to be an essential moderator on the effect of perceived performance and perceived benefits on customer satisfaction. 397 respondents were recruited online through a convenient sampling technique in the Vietnam market. Results show that service performance, money worthiness, pleasure, and social interaction are four important determinants of customer satisfaction with STA. Moreover, brand awareness significantly moderates the effects of service performance, system performance, money worthiness, and social interaction on customer satisfaction. Findings also contribute rational strategies for e‐commerce managers in general and STA managers in particular.

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Factors influencing customer's loyalty towards ride-hailing taxi services – A case study of Vietnam

Cited by 99 publications

References 72 publications

Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Customer Loyalty During Pandemy: Understanding Loyalty Through The Lens of Online Ride Hailing Service Quality

Understanding Customer Priorities for Selection of Call Taxi Service Provider

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

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