A4 Article in conference proceedings
What drives customer satisfaction and well-being in ridesharing? : A developing country perspective (2019)

Shaikh, A., Karjaluoto, H., & Liébana-Cabanillas, F. (2019). What drives customer satisfaction and well-being in ridesharing? : A developing country perspective. In ICEB 2019 : Proceedings of the 19th International Conference on Electronic Business (Article 52). International Consortium for Electronic Business. Proceedings of the International Conference on Electronic Business. https://aisel.aisnet.org/iceb2019/52/

JYU authors or editors

Publication details

All authors or editors: Shaikh, Aijaz; Karjaluoto, Heikki; Liébana-Cabanillas, Francisco

Parent publication: ICEB 2019 : Proceedings of the 19th International Conference on Electronic Business

Conference:

Place and date of conference: Newcastle upon Tyne, UK, 8.-12.12.2019

Journal or series: Proceedings of the International Conference on Electronic Business

ISSN: 1683-0040

Publication year: 2019

Article number: 52

Publisher: International Consortium for Electronic Business

Publication country: Hong Kong

Publication language: English

Persistent website address: https://aisel.aisnet.org/iceb2019/52/

Publication open access: Other way freely accessible online

Publication channel open access: 

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/67085

Web address where publication is available: http://iceb2019.johogo.com/papers/ICEB_2019_paper_42_ok.doc

Abstract

This study examines ridesharing services from the customer perspective in a developing country context and investigates two significant post-adoption and marketing consequences: satisfaction and well-being. Using a purposeful sampling technique, six semi-structured in-depth interviews were conducted in Sindh province, Pakistan. Among the major findings are that customers’ awareness of the services and how to use the mobile application, convenience of use, high perceived value, the quality of information available in the ridesharing mobile app, real-time location services, and an effective complaint resolution mechanism promote customer satisfaction and well-being. This study includes implications and an agenda for future research.

Keywords: sharing economy; transport services; customer satisfaction

Free keywords: sharing economy; ridesharing services; consumer satisfaction; consumer well-being; Sindh

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2020

JUFO rating: 1