A1 Journal article (refereed)
Analysing user well-being in ridehailing services (2024)

Shaikh, A. A., Liebana-Cabanillas, F., Alharthi, M., Alamoudi, H., & Karjaluoto, H. (2024). Analysing user well-being in ridehailing services. Spanish Journal of Marketing, 28(2), 207-227. https://doi.org/10.1108/sjme-12-2022-0253

JYU authors or editors

Publication details

All authors or editorsShaikh, Aijaz A.; Liebana-Cabanillas, Francisco; Alharthi, Majed; Alamoudi, Hawazen; Karjaluoto, Heikki

Journal or seriesSpanish Journal of Marketing



Publication year2024

Publication date01/11/2023


Issue number2

Pages range207-227


Publication countrySpain

Publication languageEnglish


Publication open accessOpenly available

Publication channel open accessOpen Access channel

Publication is parallel published (JYX)https://jyx.jyu.fi/handle/123456789/91807


Purpose – Although the sharing economy improves comfort and convenience, it is yet unclear how it affects subjective well-being. This study aims to offer a conceptual model for understanding the linkages between the antecedents and consequences of subjective well-being in ridehailing services.
Design/methodology/approach – Using a non-probabilistic sampling method and a pre-tested survey instrument, 450 responses were collected from January to March 2020. The data were analysed using structural equation modelling.
Findings – Experience quality and perceived convenience are correlated with subjective well-being. Perceived value and personal innovativeness were not correlated with subjective well-being, as the former does not contribute to the latter’s development. Continuous usage intention significantly correlated with subjective well-being, followed by customer relationship proneness and advocacy. Regarding gender and age differences, men place higher value on customer relationship proneness than women, while women place higher value on subjective well-being than men. Older users value perceived convenience and customer relationship proneness in ridehailing services more than younger users.
Practical implications – Understanding key factors contributing to user well-being in ridehailing would promote a more affordable mobility sector globally. This understanding would enable ridehailing businesses to create more effective business and marketing plans while prioritising user well-being, thus enhancing user happiness and reducing turnover rates.
Originality/value – This research demonstrates how crucial it is for users’ well-being to have a positive experience and find the service convenient. It also highlights the importance of building strong customer relationships and examines how gender and age influence people’s adoption and use of these services.

Keywordswell-beingsharing economyservicescustomer orientation

Free keywordsridehailing services; subjective well-being; customer relationship proneness; usage intention

Contributing organizations

Ministry reportingYes

Reporting Year2023

JUFO rating1

Last updated on 2024-03-07 at 01:06