Next Article in Journal
Distribution Contract Analysis on e-Platform by Considering Channel Role and Good Complementarity
Previous Article in Journal
Measuring Customer Equity in Noncontractual Settings Using a Diffusion Model: An Empirical Study of Mobile Payments Aggregator
Open AccessArticle

Impact of Value Cocreation on Customer Satisfaction and Loyalty of Online Car-Hailing Services

by 1 and 2,*
1
School of Government, Nanjing University, Qixia District, Nanjing 210023, China
2
School of Economics and Management, Beijing Forestry University, Haidian District, Beijing 100083, China
*
Author to whom correspondence should be addressed.
J. Theor. Appl. Electron. Commer. Res. 2021, 16(3), 432-444; https://doi.org/10.3390/jtaer16030027
Received: 16 August 2020 / Revised: 19 October 2020 / Accepted: 9 November 2020 / Published: 20 November 2020
The theory of value cocreation has been applied widely in the research of a lot of fields, including the field of travelling. At present, online shared cars have become one of the main modes of travel for urban residents, which have caused people to think about the quality of its service and its customer satisfaction. The objective of this research is to explore the impact of value cocreation by both the platform and drivers on customer satisfaction and user loyalty using Didi as an example. We propose five factors that can measure value cocreation behaviors, among which system availability and privacy count for value cocreation by online platform and perceived usability, consistency and competence are indicators of value cocreation by drivers. In total, 338 questionnaires were distributed to retrieve data and further investigate the users’ willingness of taking shared-cars, their satisfaction and loyalty towards Didi in order to help the corporate progress. This study provides suggestions for service-oriented corporations related to the sharing economy in order to enhance their user loyalty as well as improve their management ability. View Full-Text
Keywords: online-to-offline; commerce; online car-hailing; value cocreation; customer satisfaction; loyalty online-to-offline; commerce; online car-hailing; value cocreation; customer satisfaction; loyalty
Show Figures

Figure 1

MDPI and ACS Style

Jin, R.; Chen, K. Impact of Value Cocreation on Customer Satisfaction and Loyalty of Online Car-Hailing Services. J. Theor. Appl. Electron. Commer. Res. 2021, 16, 432-444.

Show more citation formats Show less citations formats

Article Access Map by Country/Region

1
Back to TopTop