Modelling passenger loyalty towards app-based motorcycle taxi
This study evaluates the effect of both service quality and mobile application quality on passenger loyalty towards application-based motorcycle taxi (AMT) services. The data employed for this study were collected from 319 AMT service users in Bandung, Indonesia. To analyse the data, partial least squares structural equation modelling (PLS-SEM) was used to check the influence of both service quality and application quality on passenger loyalty and their indirect influence through passenger perceived value and passenger satisfaction. The result shows that the passenger perception of mobile app quality is an important driver of passenger loyalty towards AMT services. Further, this study suggests that the effect of both service quality and mobile app quality on passenger loyalty is via strengthening passenger perceived value and satisfaction. Finally, this study’s findings reveal the important role of mobile app quality as the determinant of AMT service quality. This study provides a venue for AMT business managers to improve their business performance by developing both service quality and mobile app quality.... [Show full abstract]
Keywordsservice quality; mobile application quality; loyalty; satisfaction; app-based motorcycle taxi
Fields of Research150505 Marketing Research Methodology; 150501 Consumer-Oriented Product or Service Development; 150503 Marketing Management (incl. Strategy and Customer Relations); 120506 Transport Planning; 1503 Business and Management
© Asian Academy of Management and Penerbit Universiti Sains Malaysia, 2020.