TY - JOUR
T1 - A multi-group analysis of car-hailing and taxi on loyalty intention in Hong Kong
AU - Li, C. H.
AU - Chow, Y. T.
N1 - Publisher Copyright:
© (2024), (University of Novi Sad). All rights reserved.
PY - 2024/9
Y1 - 2024/9
N2 - This study proposes a Structural Equation Model (SEM) to explore the relationship between the behavior from the driver, perceived service atmosphere, perceived value, attitude and loyalty intention of customers from using taxi and car-hailing services. Meanwhile, the relationship of safety, green value, privacy, risk, sensitivity, and security as sustainability measures and customer attitude to the two services are also included in our model. Results suggest that behavior from drivers, service atmosphere, together with multiple sustainability measures, would have direct and indirect positive effects on loyalty intention, regardless of the user groups.
AB - This study proposes a Structural Equation Model (SEM) to explore the relationship between the behavior from the driver, perceived service atmosphere, perceived value, attitude and loyalty intention of customers from using taxi and car-hailing services. Meanwhile, the relationship of safety, green value, privacy, risk, sensitivity, and security as sustainability measures and customer attitude to the two services are also included in our model. Results suggest that behavior from drivers, service atmosphere, together with multiple sustainability measures, would have direct and indirect positive effects on loyalty intention, regardless of the user groups.
KW - Car-hailing
KW - Multi-group analysis
KW - Sustainability
KW - Taxi
KW - Transportation
UR - http://www.scopus.com/inward/record.url?scp=85203391225&partnerID=8YFLogxK
U2 - 10.24867/IJIEM-2024-3-357
DO - 10.24867/IJIEM-2024-3-357
M3 - Article
AN - SCOPUS:85203391225
SN - 2217-2661
VL - 15
SP - 196
EP - 212
JO - International Journal of Industrial Engineering and Management
JF - International Journal of Industrial Engineering and Management
IS - 3
ER -