What drives customer satisfaction and well-being in ridesharing? : A developing country perspective
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/
Date
2019Discipline
MarkkinointiDigital marketing and CommunicationDigitaalinen liiketoiminta ja talous (painoala)Basic or discovery scholarshipMarketingDigital marketing and CommunicationDigital Business and Economy (focus area)Basic or discovery scholarshipCopyright
© The Authors 2019
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.
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International Consortium for Electronic BusinessConference
International Conference on Electronic BusinessIs part of publication
ICEB 2019 : Proceedings of the 19th International Conference on Electronic BusinessISSN Search the Publication Forum
1683-0040Keywords
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https://aisel.aisnet.org/iceb2019/52/Publication in research information system
https://converis.jyu.fi/converis/portal/detail/Publication/33940661
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