Understanding passengers’ satisfaction and loyalty towards ridesharing services

Abstract

This study examines the ridesharing services in a developing economy, with the aim of revealing the factors influencing passengers’ satisfaction and loyalty. This study is important as the ridesharing industry is growing at a tremendous rate and will ultimately attract many new players in the market. Offered abundant choices, consumers are exploring the best ridesharing services that meet their satisfaction. As the switching costs and brand loyalty are lower for on‐demand services, it is pertinent to understand ridesharing passengers’ satisfaction and loyalty. The findings of this study are based on a questionnaire survey of 200 ridesharing passengers. The results reveal that both brand image and price significantly influence customer satisfaction. However, in terms of customer loyalty, only brand image is statistically significant. Price did not have a significant impact on customer loyalty. Overall, this research corroborated previous studies on the positive relationship of customer satisfaction and customer loyalty. The paper concludes by providing numerous theoretical and practical implications based on the findings of the study

Choosing a good research topic for premier journals

“…Taken collectively, it is hoped that this article will serve as a useful resource to help authors choose good research topics for GBOE and premier journals at large. It is also hoped that readers will be delighted with the selection of articles in GBOE ’s latest issue focusing on de‐internationalization (Lim & Mandrinos, 2023), knowledge hiding (Koay & Lim, 2023), and ridesharing (Shamsudin et al., 2023).…”

“…Last but not least, Shamsudin et al. (2023) did a survey of 200 ridesharing passengers to provide insights into ridesharing passengers’ post‐purchase evaluations. Noteworthily, the study revealed that both brand image and price significantly influence customer satisfaction.…”

Artificial intelligence in voice assistants: User benefits explored

“…Grounded in the expectancy–disconfirmation theory, satisfaction emerges from the alignment between consumers' initial expectations and perceived performance (Hsu & Lin, 2023). Consequently, individuals experiencing heightened satisfaction tend to manifest pronounced loyalty, evident through favorable behaviors such as repeat purchases, recommendations, and resistance against competitive enticements (Shamsudin et al, 2023). This theory's foundational premise underscores the importance of adeptly managing consumer expectations and consistently delivering exceptional products or services (Hsu & Lin, 2023; Shamsudin et al, 2023).…”

Developing the Contextualized SERVQUAL Instrument for Measuring the Service Quality of Nepali Resorts: An Application of the Modified Delphi Technique

“…This includes a wide range of factors, such as the friendliness and helpfulness of the staff, the cleanliness and condition of the rooms and common areas, the availability of amenities and activities, the efficiency of check-in and check-out processes, and the overall atmosphere of the resort. To maintain high levels of service quality (Lim et al, 2022, Shamsudin et al, 2023), resorts must constantly strive to meet and exceed the expectations of their guests. Further, some additional aspects of service quality that are important in resorts are, namely, attention to detail—this refers to the resort’s ability to anticipate and address the needs of its guests.…”