Influence of service quality in sharing economy: Understanding customers’ continuance intention of bicycle sharing

Shao, Zhen1; Li, Xiaotong2; Guo, Yue3; Zhang, Lin1

2020

10.1016/j.elerap.2020.100944

Electronic Commerce Research and Applications   影响因子和分区

1567-4223

1873-7846

The widespread usage of smart bicycle-sharing and the dockless bicycle design creates a new development trend for the public transportation service. Drawing on service quality theory, this study proposes a theoretical model to uncover the impacts of five online to offline service qualities on user satisfaction and behavioral intention with regard to dockless bicycle-sharing. Our results suggest that location reliability, prompt response, customization, transaction assurance and vividness exhibit different extent of influences on customers’ confirmation of a bicycle-sharing service. Moreover, customers’ confirmation is positively related to perceived usefulness and satisfaction, which further enhances their continuance intention. A multi-group analysis suggests that males and females react differently to the five service qualities. Particularly, male users are more likely affected by location reliability and vivid appearance, whilst female users focus more on transaction assurance.
© 2020 Elsevier B.V.

Bicycle-sharing Satisfaction Continuance intention Service quality Gender Sharing economy

EI ; SCI ; SSCI

英语

其他

National Natural Science Foundation of China[71702045] ; National Natural Science Foundation of China[71771064] ; National Natural Science Foundation of China[71872061]

Business & Economics ; Computer Science

Business ; Computer Science, Information Systems ; Computer Science, Interdisciplinary Applications

WOS:000528943600028

Elsevier B.V.

20200608133725

Behavioral research ; Bicycles ; Quality of service ; Sales

Passenger Highway Transportation:432.2 ; Social Sciences:971

EV Compendex

1.School of Management, Harbin Institute of Technology, China
2.College of Business, University of Alabama in Huntsville, United States
3.Business School, Southern University of Science and Technology, China

Shao, Zhen,Li, Xiaotong,Guo, Yue,et al. Influence of service quality in sharing economy: Understanding customers’ continuance intention of bicycle sharing[J]. Electronic Commerce Research and Applications,2020,40.

Shao, Zhen,Li, Xiaotong,Guo, Yue,&Zhang, Lin.(2020).Influence of service quality in sharing economy: Understanding customers’ continuance intention of bicycle sharing.Electronic Commerce Research and Applications,40.

Shao, Zhen,et al."Influence of service quality in sharing economy: Understanding customers’ continuance intention of bicycle sharing".Electronic Commerce Research and Applications 40(2020).