Ahmed, Selim and Choudhury, Musfiq Mannan and Ahmed, Ezaz and Chowdhury, Ujjal Yaman and Asheq, Ahmed Al (2021) Passenger satisfaction and loyalty for app-based ride-sharing services: through the tunnel of perceived quality and value for money. The TQM Journal, 33 (6). pp. 1411-1425. ISSN 1754-2731

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Abstract

Purpose The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the passengers' perception of perceived quality and value for money of using app-based ride-sharing services in Bangladesh and how it impacts passengers' satisfaction. The study also measures the indirect relationship of perceived quality and value for money and passengers' loyalty through the mediating effects of passenger satisfaction in app-based ride-sharing services. Design/methodology/approach The authors used an online self-administered survey questionnaire to collect data from the respondents who have experienced app-based ride-sharing services in Bangladesh. In this study, 400 questionnaires were distributed to the respondents online (Google form) and received 281 useful responses that give a 70.25% response rate. The survey data were analyzed based on construct validity, convergent validity and structural equation modeling by using Smart PLS 3. Findings The research findings indicate that perceived quality and value for money positively and significantly influence passengers' satisfaction. The passengers' satisfaction has a direct and significant relationship with passenger loyalty. The research findings also indicate that perceived quality and value for money have an indirect relationship with passenger loyalty through the mediating effect of passenger loyalty in app-based ride-sharing services. Practical implications Both perceived quality and value for money have been the key drivers of passenger satisfaction and loyalty. Thus, the ride-sharing service providers should emphasize enhancing passenger value perception and quality service to reinforce passenger satisfaction and loyalty by increasing communication with the passengers about their apps. Besides, the service providers need to keep track of passengers' satisfaction levels and adopt necessary initiatives to ensure satisfied passengers toward loyalty. Originality/value Limited studies have investigated the impacts of perceived quality and value for money on passenger satisfaction and loyalty to app-based rideshare service. It is a suitable time as the research findings will help ride-sharing service providers enhance their quality performance to compete healthily. Simultaneously, passengers can enjoy improved, and value-added services due to increasing competition among the app-based service providers. Regulators can also emphasize passenger quality services and the importance of money as a proposition while formulating policy and regulations toward the management of ride-sharing companies.

Item Type:	Article
Keywords:	Perceived quality; Value for money; Passenger satisfaction; Passenger loyalty; Ride-sharing service;
Academic Unit:	Faculty of Social Sciences > School of Business
Item ID:	18681
Identification Number:	https://doi.org/10.1108/TQM-08-2020-0182
Depositing User:	IR Editor
Date Deposited:	20 Jun 2024 15:18
Journal or Publication Title:	The TQM Journal
Publisher:	Emerald Insight
Refereed:	Yes
URI:	Publisher
Use Licence:	This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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