Article · Journal of the Association for Information Systems · January 1, 2019

What drives customer satisfaction and well-being in ridesharing? A developing country perspective

Aijaz Ahmed Shaikh, Heikki Karjaluoto, Francisco José Liébana-Cabanillas

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.

Technology Adoption and User BehaviourTransportation and Mobility InnovationsCustomer Service Quality and Loyaltyride-sharingcustomer satisfactioncustomer well-being

What drives customer satisfaction and well-being in ridesharing? A developing country perspective

Abstract

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